PJ Stephen | Source | VP, Customer Experience at Valtech
PJ Stephen
PJ is a human-centered design leader, who's worked with some of the world's leading brands, including SC Johnson, Samsung, Toyota, and many more. His experience designs are channel agnostic, focusing on creating memorable, emotionally resonant, and meaningful moments for humans across increasingly blended physical and digital spaces. He believes technology is best as invisible as possible, with people at the center of stories and experiences. PJ is obsessed with demystifying technology and imbuing humanity into all interaction design.
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Valtech (https://www.valtech.com/)
VP, Customer Experience
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What Is Customer Experience Design? Benefits & Best Practices
Understanding and implementing exceptional CX design is key to standing out in a crowded marketplace and building lasting relationships with one’s customers.
Article
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PJ Stephen, VP of customer experience at Valtech, the experience innovation company, told CMSWire that in the description and prescient predictions on modern media and the coming digital age, Marshall McLuhan is noted for saying "The medium is the message." "These days, with the increased focus on highly customized customer experiences, one could riff on this statement with: 'The customer is the channel.' Truer words were never spoken."
Stephen added that "From modern customers’ perspectives, there is no store. No cart. No website. No marketing campaign. There’s just, THEM. Their likes, their needs, and their personal preferences. The brands and experiences that will win are the ones that can personalize and predict customers’ wants and needs, and at any given moment, truly meet them where they are — seamlessly wrapping themselves around the customers’ unique profiles and behaviors."
