“Customers are like, ‘yeah, you had better make it easy, and if it’s not easy, there’s other people that make it easier, so I’m out,’ even if your product is great — it’s the battle of experiences.” 

– Tracy Robertson, Global Vice President of Customer Experience & Marketing at Kimberly-Clark Professional 

Welcome to OneTAKE Live! In this episode, all about both digital transformation and exceeding customer expectations, join host Ian Barkin as he sits down with Tracy Robertson, the global VP of Customer Experience (CX) & Marketing at Kimberly-Clark Professional!  

While hard work can often be rewarding, having to work hard during an experience with a brand can be a real pain for customers. They expect things to be easy — and won’t hesitate to jump ship if you can’t match the speed, efficiency, or outstanding experience that digitally driven legacy brand can offer. To keep up, it’s going to be vital for brands to work toward a fundamental, core-level digital transformation with a focus on convenience, agility, and outstanding CX. 

“We all today want what I call, a ‘brainless transaction.’ If we have to think, or it requires more than one click, I’m done. I’m not doing that. I’m going to go for the easiest thing possible; life is too hard.” Tracy states, putting herself in the shoes of the average consumer. “That’s the standard that’s being set for us. Like, good enough and great? That’s not even the standard anymore — it’s exceptional and easy.”  

Prior to being named the global vice president of CX and Marketing at Kimberly-Clark Professional, Tracy spent nearly a decade as the VP of Global Digital Transformation at GE, where she closely managed digital transformation efforts for GE business units around the globe. An expert at managing and influencing positive change within organizations, she currently works to help bring the voices of customers to the forefront of CX strategy at Kimberly-Clark Professional.  

Join us as we learn how digital transformation can help make your experiences easier (and your customers happier) on OneTAKE Live!  

Episode Resources

SYKES 

Jobs.SYKES.com 

SYKES Quarterly 

Tracy Robertson (LinkedIn) 

Customer Experience — It’s Not a Diet, It’s a Lifestyle (Article by Tracy Robertson mentioned in the episode) 

The First 90 Days: Getting Your Customer Experience Transformation Right From the Start (Article by Tracy Robertson mentioned in the episode)