In this episode of Sunny Side Up, host Lisa Josephson talks to Waseem Kawaf, about how unlocking the power of real-time insights and customized flows can transform the customer experience. Waseem has an inspiring career path that started in investment banking and moved on to working with big-name brands such as Bowes, Dell, and Rite Aid on their digital innovation. He'll explain how Stanley Security transformed their site experiences to become more focused and journey driven through the implementation of a chat feature that revealed hundreds of customers with real needs. He will also be sharing his story and how Stanley Security transformed its website to be more focused and the journey is driven by using chat. They will also discuss how to create a connected, frictionless customer experience by leveraging chat and marketing automation, gaining C-level buy-in, measuring conversion metrics, tracking customer intents, and building machine learning operations teams.
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