In today’s episode with Amy Shioji), Head of Customer Experience at USA Today Network), we talk about how she advocated for a more holistic view of customer experience and loyalty at a media company. Facing challenges from the disruptive nature of the media industry, we talk about how she’s worked to break down internal silos, improve the digital aspect of the USA Today experience, and improve the employee experience as steps to put the customer at the center of their work.
