Want to learn how to optimize your customer experience and create seamless digital journeys? Deborah Fell interviews Keith Scandone, co-founder of customer experience consultancy O3. They discuss identifying gaps in the customer journey across sales, service, marketing, and technology and provide strategic recommendations to tighten up pain points. Keith shares examples of a recent broken customer experience with Xfinity. Keith also explains how O3 looks holistically at the customer journey across websites, apps, portals, and more to identify gaps where customers are dropping off, using real examples like lead gen sites with poor conversion rates. Keith offers advice for pivoting strategy in challenging times through partnerships and “wedge” offerings.

Deborah asked him about his role shift after 18 years as CEO to a visionary role with a more strategic focus. This episode provides valuable insights and stories for any company looking to improve their customer experience in “Seamless Digital Journey: Plugging Leaks in Your Customer Experience."

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Keith Scandone:

O3 Co-Founder As  O3’s Co-Founder, Keith focuses on the consultancy’s strategic goals and leading the company's venture initiatives. After 18 years as O3’s acting CEO, Keith’s current role enables him to focus on new growth areas and opportunities for the brand to expand its footprint and position in the market. Whether it be organic growth through O3’s service offerings, or inorganic growth through partnerships and investments, Keith is always looking at strategic ways to continue to differentiate the company.

Keith thrives on bringing people together and leveraging other’s connections and strengths to help each other, the industry and the community move forward. From spearheading the Forge Conference, Innovation Day, and the 1682 Conference to co-founding the Philadelphia chapter of the Awesome Foundation and Pay It Phorward, these are just some ways in which Keith likes to combine his network with his passion for innovation. His commitment to consistently craft and curate the O3 culture has led the consultancy to be recognized as one of Entrepreneur’s “Top Company Cultures” and “Best Entrepreneurial Companies."

Keith has also sat on several boards and continues to mentor several companies, most notably through the Philadelphia Alliance for Capital and Technologies Mentor Connect program. Living in Philadelphia and D.C. has given him a unique network and perspective to grow the O3 brand.