270. Establishing and Evolving a Chief Experience Officer Role w/ Saira Taneja

The Customer Experience Podcast

Solving for multiple stakeholders is the essence of human-centered design.
Our latest guest is Saira Taneja, a seasoned professional who has journeyed from the realms of corporate strategy to her current role as Chief Experience Officer at Cover Whale, a leading insurtech company specializing in the commercial auto industry.
Together we explore the evolving world of customer experience in high-growth environments, from human-centered design to the role of data and technology. We dive into the delicate balance between leveraging cutting-edge technology and maintaining a personal touch in customer interactions. Learn how Cover Whale addresses the needs of multiple stakeholders, and why Saira advocates for open-minded hiring and education.
Join as we discuss:

• Why Human-Centered Design is crucial in improving the customer journey
• How data impacts customer experience and business strategy
• How businesses can effectively address the needs of multiple stakeholders
• How a company can maintain consistent CX during scaling and growth
• Where tech and personal touch intersect in the commercial auto industry

More information about Saira Taneja and today’s topics:

• LinkedIn Profile: http://linkedin.com/in/sairataneja/
• Company Website: https://www.coverwhale.com/
• Other Relevant Link: Dan Abrahamsen and Kevin Abramson; IDEO