Shep Hyken interviews Joe Tyrrell, CEO of Medallia, a global leader in customer and employee experience technology. He talks about the significant role of AI and technology in creating personalized and seamless customer experiences.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
“We have to think about how we will use AI responsibly and ethically and not introduce unintended consequences or bias.”
“The goal of personalization is not just to make customers feel connected to a company or a place. It is to make them feel connected and seen as people.”
“Personalize every experience. The keyword is every. If you only do it sometimes, and then the next time you interact with that same consumer, you act as if it’s the first time you’re meeting them, you invalidate all the work you’ve done in the previous visits and the experiences you’ve created for them.”
Joe Tyrrell is the CEO of Medallia. Before Medallia, he served as president of ICE Mortgage Technology.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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