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Reinventing Customer Experience
Staying connected with consumers in today’s rapidly evolving digital world is crucial. So, how do companies deliver personalized experiences while meeting customers where they want to be engaged? On “Reinventing Customer Experience”—the first in a series of podcasts from ZS called “Impact Stories”—ZS’s Arun Shastri and Gopi Vikranth chat with digital, analytics, technology and customer experience leaders from various industries and organizations to understand how they are engaging their customers. Each episode covers a variety of topics, from how companies are transforming their customer experience programs and how they’ve adapted during the COVID-19 pandemic to how they see digital engagement evolving in the future through the use of tools such as AI.
Reinventing Customer Experience
How Wayfair uses AI to continuously improve customer experience with Fiona Tan
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ZS
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Season 3
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Episode 1
Furniture retailer Wayfair is known for creating market-leading experiences. Arun Shastri and Gopi Vikranth talk with Chief Technology Officer Fiona Tan about how Wayfair is integrating AI to personalize the shopping experience from online to in person. Find out what she’s learned during Wayfair’s AI and machine learning journey.
Highlights include:
- Why the supply chain is a critical factor in successfully powering online shopping
- The importance of knowing where to keep the “human in the loop” and where to take risks
- How AI might power tech transformation in the future and the big problems it could help solve