Customer-Centric Selling Navigating Omni Channel Abyss Miya Knights Global Sales Leader Podcast Ep71

The Global Sales Leader podcast hosted by - Jasoncooper.io, The Sales Relationship Coach

🎙️ Welcome to Episode 71 of Jason Cooper's Global Sales Leader Podcast! 🌐 In this episode, Jason sits down with the incredible Miya Knights to delve into the fascinating world of customer-centric experiences within the retail Omni channel. Forget about the 42 in "The Hitchhiker's Guide to the Galaxy" – Episode 71 is here to take you on a journey to the future of retail and AI. 🚀 Navigating the Tipping Point: As AI development approaches its tipping point around 2042, Jason and Miya explore the role of technology in enhancing efficiency, productivity, and triaging customer experiences. The key lies in finding that delicate balance between automated answers for simple queries and seamlessly connecting customers with knowledgeable human experts for complex issues. 🌐 Single View of the Customer: Miya emphasizes the importance of a single view of the customer across all touchpoints. Whether in call centres, stores, or warehouses, AI can play a crucial role in ensuring a cohesive and frustration-free customer journey. 🛠️ Legacy Systems and Technical Debt: The discussion extends to the challenges posed by legacy systems and the pressing need for retailers to modernize. Miya shares insights into how leading companies like Lego and Ikea are strategically extending into middleware with microservices and APIs, gradually adapting to the demands of modern commerce. 💡 Cloud-Native, Headless, and API-First Approach: Miya dives into the significance of adopting a cloud-native, headless, and API-first approach to technology architecture. The goal is to abstract complex systems, making them more flexible and adaptable to the ever-evolving needs of the market. 🌍 The Global Retail Landscape: Drawing from experiences with major retailers, Miya and Jason discuss the challenges and opportunities presented by the global retail landscape. The conversation touches on everything from choosing technology wisely to the power of simplicity in decision-making and the critical role of first-party customer data. 🛒 Amazon's Dilemma and Retail Media: Exploring the evolving strategies of retail giants like Amazon, Miya warns against the potential pitfalls of overreliance on advertising revenue. The duo discusses the delicate balance between leveraging customer data for a personalized experience and avoiding the risk of overwhelming consumers with targeted ads. 🔍 The Future of Retail: As the conversation concludes, Miya leaves us with a thought-provoking question: If given the chance to start a business from scratch, would you opt for a brick-and-mortar store or an online-only venture? The answer, as Miya suggests, might lie in the delicate dance between people, processes, and technology. Tune in for a thought-provoking discussion on the intricacies of retail, technology, and the ever-changing landscape of customer-centric experiences. Episode 71 is not just a podcast; it's your ticket to navigating the future of global sales and retail. 🌐🛍️ #RetailTech #CustomerExperience #GlobalSales #AIInRetail #PodcastRevolution #RetailInnovation #SalesStrategy #OmniChannelInsights #TechTrends #FutureOfRetail"#retailtech #CustomerExperience #GlobalSales #AIInRetail #PodcastRevolution"