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Episode 35

Self-Service, Digital Transformation, and Omnichannel Customer Service

In this episode of Good Data Better Marketing podcast, Dr. Tiffany Perkins-Munn, Head of Marketing Data & Analytics at J.P. Morgan Chase, discusses opportunities in AI, the power of self-service tools, and improving customer experience through social media.

Guest speaker: Dr. Tiffany Perkins-Munn

With agility that transcends traditional marketing, Tiffany Perkins-Munn orchestrates aggressive strategies to identify objectives, expose patterns, and implement game-changing solutions. As the Head of Data and Analytics for the innovative CDAO organization at J.P. Morgan Chase, her knack involves unraveling complex business problems through operational enhancements, augmented financials, and intuitive recruiting. After over two decades in the industry, she consistently forges robust relationships across the corporate spectrum, becoming one of the Top 10 Finalists in the Merrill Lynch Global Markets Innovation Program.

Dr. Perkins-Munn earned her Ph.D. in Social-Personality Psychology with an interdisciplinary focus on Advanced Quantitative Methods. Her insights are the subject of countless lectures on psychology, statistics, and their real-world applications. As a published author, coursework developer, and Dissertation Committee Chair, Tiffany still finds time for family and hobbies. Her non-linear career path has given her an exclusive skillset that’s virtually impossible to reproduce in another individual.

Episode summary

In this episode, Kailey sits down with Tiffany to discuss opportunities in AI, the power of self-service tools, and improving customer experience through social media.

Key takeaways

  • Social media is a powerful mechanism for communication and community for customers. These channels allow marketers to address customer concerns, resolve their issues, and build lasting relationships.

  • In 2024, expect to see companies leveraging digital transformation, self-service tools, and omnichannel customer service to create an excellent customer experience.

  • AI sparked fear that it would take away jobs from humans. However, AI is proving to actually create jobs with new roles like prompt engineer.

Speaker quotes

“There are lots of businesses that are using social media, not only for marketing, but also for customer service. Actively engaging with customers on the platform, addressing their concerns, building relationships. This, to me, is a real opportunity for digital transformation and AI to maximize the work that's happening.” – Tiffany Perkins-Munn

Episode timestamps

‍*(02:59) - Tiffany’s career journey

*(06:16) - Trends in the customer experience journey  

*(15:19) - AI trends and use cases in 2024 

*(27:36) - How Tiffany defines “good data”

‍*(33:25) - An example of another company doing it right with customer engagement (hint: it’s Zappos, Ritz Carlton, and local businesses)

*(36:46) - Tiffany’s recommendations for upleveling customer experience strategies

Connect with Tiffany on LinkedIn

Connect with Kailey on LinkedIn