Welcome to The Frictionless Experience, the podcast where we lay waste to digital friction. This podcast is for leaders who want more out of their existing online presence. Join us for conversations with innovative leaders and industry experts who refuse to settle for mediocrity in the digital realm! Get ready for practical wisdom that will transform your user's experience and help you drive maximum customer loyalty and revenue from your website and mobile app. If you're seeking advice and strategies that could only come from a community of digital experience savants, then you’ve come to the right place. Welcome to The Frictionless Experience!
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Welcome to The Frictionless Experience, the podcast where we lay waste to digital friction. This podcast is for leaders who want more out of their existing online presence. Join us for conversations with innovative leaders and industry experts who refuse to settle for mediocrity in the digital realm! Get ready for practical wisdom that will transform your user's experience and help you drive maximum customer loyalty and revenue from your website and mobile app. If you're seeking advice and strategies that could only come from a community of digital experience savants, then you’ve come to the right place. Welcome to The Frictionless Experience!
Inside Microsoft's Mission to Be the World's CX Leader with Zehra Syeda-Sarwat
The Frictionless Experience
40 minutes
2 months ago
Inside Microsoft's Mission to Be the World's CX Leader with Zehra Syeda-Sarwat
Most companies think AI can never be empathetic. But Microsoft is proving that belief completely wrong while transforming customer experiences at an unprecedented scale.
With experience from Amazon Web Services and now leading Microsoft's ambitious mission to become the world leader in customer experience, Zehra shares how they're using AI to reimagine not just customer journeys, but employee and partner experiences in ways never done before.
Key Actionable Takeaways:
Use the two-by-two framework for prioritization - Plot customer pain points on effort vs. impact matrices to identify low-effort, high-impact quick wins that build momentum
Measure intention before action - Track early signals like website learning, employee training, and event attendance to predict customer loyalty before it converts to revenue
Connect employee and customer friction simultaneously - Focus employee experience improvements specifically on customer-facing roles to create dual outcomes that benefit both groups
Chapters: (00:00) Introduction (03:00) Microsoft's ambition to lead global customer experience with AI (04:00) Culture change lessons (06:00) Four foundational elements for CX transformation success (09:00) The power of internal marketing and making transformation fun (13:00) Prioritization frameworks - customer feedback and two-by-two matrices (17:00) Assessing effort vs. impact for transformation initiatives (21:00) The three Cs - connection, conviction, and commitment (25:00) Balancing quick wins with long-term strategic initiatives (27:00) Internal friction solutions that improve both employee and customer experience (31:00) Metrics that signal transformation is actually working (35:00) Measuring customer intention as a leading indicator (38:00) Why AI empathy misconceptions are holding companies back (39:00) Conclusion
The Frictionless Experience
Welcome to The Frictionless Experience, the podcast where we lay waste to digital friction. This podcast is for leaders who want more out of their existing online presence. Join us for conversations with innovative leaders and industry experts who refuse to settle for mediocrity in the digital realm! Get ready for practical wisdom that will transform your user's experience and help you drive maximum customer loyalty and revenue from your website and mobile app. If you're seeking advice and strategies that could only come from a community of digital experience savants, then you’ve come to the right place. Welcome to The Frictionless Experience!
