On this episode, Amelia welcomes Kristi Faltorusso, Chief Customer Officer of ClientSuccess. Kristi and Amelia discuss the following topics:
- The differences and overlap between Customer Success and Customer Experience.
- Kristi’s experience, first in digital marketing and then a transition to CX for hypergrowth B2B SaaS companies.
- Every company is different and building a Customer Success system is not “one size fits all.”
- Customer Success is about your customer’s ability to realize their goals through your product or services.
- All the touchpoints that contribute to Customer Experience.
- The perceived value of products and services varies by company and individual customer.
- Using AI and machine learning platforms while still keeping the experience human.
- Where the Customer Success role starts and where the CX role starts.
- Making sure a customer lifecycle or journey is being executed the way it was designed.
- Milestones to measure the success in the Customer Experience.
Kristi Faltorusso - https://www.linkedin.com/in/kristiserrano/
ClientSuccess - https://www.linkedin.com/company/clientsuccess/
This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions.
#CXO #CX #ContactCenter #CustomerService #CustomerExperience