The Dangers of Losing Customer Focus in Scaling Businesses

Is your team sabotaging your customer experience without even knowing it?

In this episode of The Frictionless Experience, co-hosts Chuck Moxley and Nick Paladino are joined by Angel Singh, VP of Customer Experience at Petco. With experience from top retailers like Home Depot and Sephora, Angel shares how team structure and internal collaboration play a critical role in delivering frictionless customer experiences. 

In this episode:

• Align your teams for seamless customer experiences: Align all departments, from marketing to technology, toward the same customer-centric goals to eliminate silos
• Leverage data for personalization: The key to a truly personalized experience lies in how well you know your customers. Start with unified data across all channels and teams
• Embrace AI as a helpful tool, not a replacement: AI can enhance customer experiences, but it's most effective when used in collaboration with human expertise to create hyper-personalized interactions