Beyond the Map: The first journey management conference. 8–10 Oct.
Retail AI with a human heart
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In this episode of "The Experience Edge," TheyDo founder Jochem van der Veer sits down with Santosh Subramanyam, the director of Enterprise Product, CX & UX at Macy's. Together, they explore the future of customer experience, sharing insights on aligning teams, leveraging AI in retail, and seamlessly blending digital and physical experiences.
Journey-minded CX: Connecting silos
Santosh emphasizes the importance of journey-minded CX in today's business landscape. He explains how this approach helps organizations move beyond isolated touchpoints to understand the complete customer journey. By adopting a holistic view, companies can identify pain points, streamline processes, and create more cohesive experiences that drive customer satisfaction and loyalty.
The challenge of aligning teams—and why it matters
One of the biggest hurdles in delivering exceptional CX is getting diverse teams to work together seamlessly. Santosh shares strategies for connecting silos and fostering collaboration across departments. He highlights how shared customer journey maps can serve as a universal language, helping marketing, sales, product, and customer service teams align their efforts and prioritize improvements that matter to customers.
AI in retail: Enhancing personalization and efficiency
Artificial intelligence is revolutionizing the retail sector, and Santosh provides concrete examples of its impact. From predictive analytics that anticipate customer needs to chatbots offering 24/7 support, AI helps retailers create more personalized, efficient experiences. Santosh also discusses the ethical considerations and potential pitfalls of AI implementation, offering guidance on how to balance automation with the human touch.
Bridging digital and physical: Creating seamless omnichannel experiences
As the lines between online and offline shopping continue to blur, Santosh emphasizes the importance of creating cohesive omnichannel experiences. He shares case studies of retailers successfully integrating digital conveniences with the tactile benefits of in-store shopping. From mobile apps that enhance the in-store experience to augmented reality tools bringing products to life at home, Santosh illustrates how innovative companies meet customers wherever they are.
Key takeaways for CX leaders
Adopt a journey-minded approach to identify and address cross-functional pain points.
Use shared journey maps to align teams and set priorities.
Implement AI strategically to enhance personalization and efficiency while maintaining human connections.
Focus on creating seamless experiences that bridge digital and physical touchpoints.
Continuously gather and act on customer feedback to stay ahead of evolving expectations.
Santosh Subramanyam's insights offer a roadmap for CX leaders navigating the complex landscape of modern customer experience. By embracing journey-minded thinking, leveraging technology thoughtfully, and uniting teams around shared goals, organizations can deliver exceptional experiences that drive lasting customer loyalty and business growth.