Dr. Francis Goh on Customer Obsession and Innovation at Amazon
Amazon had been on my wish list of podcast guests for a long time.
Dr. Francis Goh of Amazon Web Services did not disappoint. He shared a thoughtful insider's view of what makes Amazon a consistent customer experience leader.
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Originally aired August 17, 2023 as Episode 46 of The Trusted Guide Podcast (then The Delighted Customers Podcast).
What we cover
Amazon's journey from bookshop to tech giant
Why at least half of Amazon's leadership principles focus on innovation
Generative AI in customer experience and contact centers
A caution against technology-driven strategies
Customer first, technology second
Even at one of the world's most advanced technology companies, the starting point is the customer. Francis's caution against letting technology drive strategy is a useful reminder for any organization.
Related episodes
About the guest
At the time of this episode, Dr. Francis Goh was with Amazon Web Services.
If this conversation was useful, you'll find more like it in The Trusted Guide Newsletter: practical insights on trust, influence, and leading change.
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