Ada - How to Scale Your CX to Talk to Your Customer More to Grow and Retain Business
Common Sense Virtual Roundtable:

How to Scale Your CX to Talk to
Your Customer More to Grow and Retain Business

November 17th, 2021, Successfully held

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Presented by

Ada - Harmonizing CX Across the Entire Customer Journey in FinTech

Here’s what we discussed:

Making customers feel valued in every interaction is critical for subscription brands to prevent churn, increase customer lifetime value (CLTV), and reduce customer acquisition costs (CAC), but this is difficult to scale with a human-only team. Brands are shying away from customer interactions and compromising on customer experience to save on costs, when they should really be trying to talk to their customers more in order to grow and retain business.

Solution Expert

Perri Maxwell Chaikof
Director of Product Marketing, Ada
LinkedIn

Here is what we learned:

Carol Patel, Head of Knowledge, Customer Success Strategy & Operations, Confluent

Patel has 15 years of experience working in customer success and professional services. She is heavily involved in the pre-sales and post-sales teams and is looking to scale up those operations.

They are about to launch a number of automated tools to measure customer experience and use cases to assist in future outreach and sales. That includes loading their Salesforce data into Big Query with some machine learning tools to develop usage metrics.

They also are introducing a “knowledge bot” that will alert them to potentially useful information on client activities.

Patel is trying to watch “Squid Games”.

Christy Pasion, Sr Director of Technical Account Management, Technical Enablement, Professional Services, Datadog

Pasion runs technical post-sales teams handling account management, technical enablement, professional services and solutions architects.

Pasion’s post sales teams review existing accounts and look at new ones for irregularities and opportunities. If the “seeds are planted correctly” it opens the option for better future interaction. That process also helps manage expectations going forward.

Request detailed session notes

We are careful about who we send this key document to. The session notes will be sent based on the request, provided your profile matches our qualification criteria.

About Ada:

Ada is a computer software company that features a chatbot-based platform that helps enterprise businesses to automate customer experience. Its platform operates through both web and mobile machine learning engine that reduces support volume and empowers customers to find answers on their own.

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