#549 Latané Conant: Why Are 75% of Customer Insights Ignored?

Latané Conant is a four-time CMO, author, community builder, and Chief Market Officer at Parloa, and we spoke about why companies spend heavily trying to understand customers while often making it harder for those same customers to talk to them. After having “spent millions of dollars… trying to understand customers,” she realized nine months ago that another part of many businesses was effectively doing the opposite. Her approach to AI-driven customer experience starts with a simple principl...