Mastering the Customer Journey: From Experience to Advocacy

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