The Frictionless Experience Connecting Operational Dots for Seamless Customer Journeys with Mehdi Rizvi (ex-Ralph Lauren, Tiffany, and Funko)
May 19, 2025
In this engaging discussion, Mehdi Rizvi, a digital transformation expert with experience at Ralph Lauren and Tiffany, shares invaluable insights on creating frictionless customer journeys. He highlights the often-overlooked disconnect between departments in large organizations, stressing the importance of cohesive communication and mapping customer experiences. Mehdi challenges companies to rethink their blind adoption of AI without foundational data strategies, underscoring that true simplicity in customer experience requires a deep understanding of operational details.
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Master Foundations Before Technology
- Before technology, fully understand current processes, customer journeys, and problems to create an effective strategy.
- Align people, processes, technology, staffing, and culture before implementing digital solutions.
Problems Over Shiny Solutions
- Companies often fail at frictionless experiences because they try to create and implement simultaneously without clear problem definition.
- Lack of bottom-up problem identification leads to focusing on shiny opportunities over actual customer issues.
Siloed KPIs Break Journeys
- Product managers focus narrowly on individual KPIs like conversion, losing sight of the overall customer experience.
- Fractured KPIs across departments cause fractured customer journeys and dilute frictionless experiences.