8. The 10 second customer journey: stop friction and increase growth | Todd Unger

With seventy percent of online buyers abandoning their shopping before checkout, how can you create a frictionless customer journey that only takes ten seconds? In this episode of All About Business, James Reed speaks to customer experience expert Todd Unger. Todd reveals why most customer journeys don’t work, how low-cost AI can help you understand your customers better, and the hit Ariana Grande song that could transform your approach to customer experience. Todd Unger is the Chief Experience Officer at the American Medical Association, overseeing membership, marketing and customer experience initiatives. His book, the ten-second customer journey explains how you can rapidly convert customers online, drawing on Todd’s 30 year career in marketing and customer experience. 02:00 Meet Todd Unger: Chief Experience Officer 03:27 The evolution of Customer Experience 08:04 The four points of CXO 10:50 The importance of frictionless experience 18:07 Building effective digital services 24:10 Building a culture of testing and experimentation 26:17 The role of AI in modern testing 26:44 AI's impact on the 10 second customer journey 28:03 Leveraging technology partners for AI 34:29 Practical applications and future of AI 45:17 Customer experience advice for entrepreneurs 48:27 Reed interview round Follow Todd Unger on LinkedIn Visit Todd Unger’s website: https://www.toddunger.com/ Buy Todd Unger’s book Follow James Reed on LinkedIn All About Business is brought to you by Reed Global. Learn more at: www.reed.com This podcast was co-produced by Reed Global and Flamingo Media. If you’d like to create a podcast to elevate your brand, visit Flamingo-media.co.uk