Connecting Operational Dots for Seamless Customer Journeys with Mehdi Rizvi (ex-Ralph Lauren, Tiffany, and Funko)
Are companies pursuing frictionless experiences at the expense of truly understanding what problems they're solving?
Join hosts Chuck Moxley and Nick Paladino as they talk with Mehdi Rizvi, a digital transformation expert who began his career in operations and supply chain before pivoting to customer experience.
Mehdi reveals eye-opening insights about the disconnect between departments in large organizations, where siloed KPIs create fractured customer journeys—like a luxury retailer who successfully drives traffic to their website and store but fails to provide basic product specification sheets when customers are ready to buy a $30,000 item.
He challenges the common approach to AI adoption, explaining that most companies haven't even mastered basic analytics or data warehousing but are blindly applying AI without clear use cases.
Throughout the conversation, he emphasizes that creating a truly frictionless experience requires meticulous attention to operational details and understanding the end-to-end customer journey.
Main akeaways from this episode:
- Start with foundations — Before implementing technology solutions, thoroughly map your current processes, understand customer journeys, and identify real problems rather than pursuing shiny objects.
- Connect the dots — Break down silos by ensuring people, processes, and technology work together across departments, as frictionless experiences cannot be created within isolated teams.
- Make simplicity intentional — Simple customer experiences like Amazon's two-click returns don't happen by accident; they result from intensive work to map and optimize every touchpoint, especially when things go wrong.
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