The CX Genie

What if customer experience had a cheat code?
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ABOUT THE GUEST

Rafael Sweary is the Co-Founder and President of WalkMe. He envisioned the Digital Adoption Platform, a strategic component of digital transformation, in a world where technology adapts to people, creating positive digital relationships. Before WalkMe, Rafael was the Co-Founder, President, and CEO at Jetro Platforms, and he is a serial entrepreneur and investor. In the past few years, he has been involved in funding and building a number of early-stage tech companies, both in his role as Entrepreneur-in-Residence at Ocean Assets and in a personal capacity.

How can Mario be both a seemingly indestructible plumber and a masterclass of digital adoption? What lessons can cx learners get from 80s video games? Stay tuned because it’s about to get tubular.

In this episode of Often Imitated, we hear from Rafael Sweary about how digital adoption is bringing WalkMe to the forefront of every industry.

 

Experience: Using tutorials to help your customers get the most out of your product

Inspiration: Mario and the Game Genie

Modern Day Execution: Rafael Sweary, Co-founder and President of WalkMe

 

Three Takeaways

  • Empower your customers by giving them control over their customer journey.
  • Digital adoption and digital transformation make it easier to walk your customers through new features and updates.
  • Identify what your customers need to enhance their cx, then zero in on how to best equip them with the information necessary to enjoy your whole product.

 

Key Quotes

  • “If somebody expects something and you give him exactly what he expected, he will be happy, but they wouldn’t be ecstatic. You get into this wow factor of an experience once it’s over your expectations, once it’s something that you haven’t thought about.”
  • “Customer experience is not static. The standards are moving higher with every day that goes by with every customer that joins.” 
  • “Digital adoption is becoming critical. It’s a basic need. ”

 

Links

Rafael Sweary LinkedIn

WalkMe

 

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Thanks to our friends 

This podcast is presented by Oracle CX. 

Oracle CX helps you build lasting customer relationships, by making every interaction matter. From acquisition to loyalty, and everything in between.

Build, protect, and differentiate your brand with Oracle. Learn more at oracle.com/cx

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