“When we recognized the fact that in-person live events were going away for a little bit of time, we knew that we needed to pivot, and we needed to create a digital experience for customers where they could continue growing their businesses and connecting with buyers of specialty foods,” said Bill Lynch, president of the SFA, on The One Thing podcast, hosted by Liliana Petrova, founder of customer experience consulting firm The Petrova Experience.
Lynch spoke about the role of empathy in leadership, the digital future of customer experience, and the one thing he believes helps ensure customer experience success.
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