
Connecting Operational Dots for Seamless Customer Journeys with Mehdi Rizvi (ex-Ralph Lauren, Tiffany, and Funko)
The Frictionless Experience
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Navigating the Transformation to Frictionless Experiences
This chapter delves into the evolution of operational strategies aimed at enhancing customer experiences through holistic journey mapping and the integration of AI. It features engaging anecdotes, including a notable Amazon story, illustrating the balance between operational efficiency and customer satisfaction amidst the complexities of customer interaction sequencing.
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