Hi, this is Greg Kielstrom. Welcome to the Agile World Podcast, where we discuss customer experience, employee experience, and transformation in an agile age.

The Agile World Podcast is brought to you by Tech Systems, an industry leader in

full-stack technology services, talent services, and real-world application.

For more information go to Tech Systems. application. For more information, go to tech systems.com.

To read more about the topics discussed on this show, you can go to my website at the

agile.world and read my latest articles or get a copy of my latest book, The Center of Experience,

a blueprint for creating an experience-led organization, now available on Amazon and other retailers.

My name is Greg Kilstrom and I'm the host of the Agile World

Podcast. Today we're going to talk about the customer journey and providing a

personalized customer experience. Personalization, automation, and customer

journey orchestration are playing a larger role in the customer experience across every industry.

Reaching consumers wherever they are on whatever device they're using and with the best possible incentive can make a big difference in the bottom line.

Not only are companies benefiting from this, but customers are now expecting a more personalized experience

as well.

So let me talk about how brands can keep up with the increasing need for customer experience,

I'd like to welcome Sharif Mitya's, Chief Experience Officer at TGI Fridays.

First, why don't you tell me a little bit about what you do in your role at TGI Fridays?

Thanks, Greg. It's a pleasure to be here on the podcast with you.

As a chief experience officer, I really have responsibility for anything that touches the guest.

Think of the experience of a guest from marketing to digital technology,

basically down to the interaction they have with one of our team members in our restaurants.

I, in my role, I really helped connect the dots.

...