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Experience Automation vs Humans in the Loop with Con Cirillo
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Вміст надано Stuart Balcombe and Arrows Podcast Network. Весь вміст подкастів, включаючи епізоди, графіку та описи подкастів, завантажується та надається безпосередньо компанією Stuart Balcombe and Arrows Podcast Network або його партнером по платформі подкастів. Якщо ви вважаєте, що хтось використовує ваш захищений авторським правом твір без вашого дозволу, ви можете виконати процедуру, описану тут https://uk.player.fm/legal.
What makes for a great customer experience? And how can you be intentional about making every touchpoint amazing when there is so much happening and so many fires to tend to at a growing startup?
Should you try to automate everything and create "scalable" self-serve experiences? Or is a more human-led approach to making customers successful more effective?
Today’s guest is Con Cirillo, Head of Customer Experience at Carro. In this episode you’ll hear how he:
- Defines metrics to align the business on CX
- Ensures everyone hears the Voice of the Customer
- Strategically puts humans in the loop for high-risk actions
- Applies learnings from scale at HubSpot to startup life at Carro
- Prioritizes his time on the highest impact experience challenges
Enjoyed this episode? Connect with Con on LinkedIn and let him know, or subscribe for future episodes of Happy Customers.
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