How to Avoid Customer Experience Breakdowns Featuring Rony Vexelman

Amazing Business Radio

Empowering Teams through Embracing AI-Driven Solutions and Customer-Centricity

Shep Hyken interviews Rony Vexelman, Vice President of Marketing at Optimove. He discusses why broken customer journeys create poor customer experiences and how brands can avoid them by leveraging AI, personalization, and customer-centricity at every step of the journey.

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:  

1. Why is it essential for brands to understand and orchestrate the customer journey?
2. What are some common pitfalls that lead to broken customer journeys?
3. How has technology changed the approach to customer journey mapping?
4. How can AI tools empower professionals to expand their roles?
5. Why is it essential for brands to break down silos within their organization?

Top Takeaways:  

• Broken customer journeys result from multiple departments working in silos without integrated communication. Each department may have its automation system, which may lead to conflicting or uncoordinated customer experiences. By breaking down these silos and working towards a centralized system, your company can ensure a unified and smooth customer journey.

• Businesses need to prioritize customer needs and experiences over pushing products or campaigns. When making decisions, even the tough ones, it's important to consider how these changes will impact customers and how to communicate them effectively.

• You will not always make decisions that will make your customers happy. For example, raising prices is not an easy topic to discuss with customers, but it is, at times, necessary. Acknowledge how it impacts your customers and communicate it with them.

• Traditional journey mapping focuses on creating an ideal journey for most customers, often neglecting outliers. With today’s technology, businesses can personalize the customer experience at scale, catering to individual preferences and needs.

• AI can empower “positionless professionals”, encouraging individuals to expand their skills beyond their specializations. With AI tools, employees can take on tasks outside their usual roles, becoming more versatile and adaptable. This adaptability can result in faster execution, better employee experiences, and better customer experiences.

• Extending personalized experiences beyond physical interactions, such as at a reception desk, to online platforms can significantly enhance the customer's perception of the brand.

• Plus, Shep and Rony discuss why "breaking down silos" is still a hot topic for organizations after decades. Tune in!

Quote: 

"Do your marketing from a customer point of view, not from a product point of view. "

About:  

Rony Vexelman is the Vice President of Marketing at Optimove. He is a seasoned professional in multichannel marketing and customer engagement platforms.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. 

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