• Karin Andersen

(webinar recap) Building a Customer Intelligence Program

Updated: Aug 5


We loved speaking with Christina Augustine, COO of Bloomreach, on this week's webinar, How C-Level Executives Use Customer Intelligence & Machine Learning with Human Creativity! Christina shared insights during the conversation that will be useful to CXOs, customer success teams and marketing leaders. Looking for a quick recap? Below are just a few highlights that Christina thoughtfully detailed on today's webinar: When do you Need to Add a CS Ops Position?

Customer success operations is more of a mindset than a specific role on a team. From day one, you need to be curious and prepared to evolve. You will constantly need to ask yourself questions like, 'What else can I do for my customer base?' or, 'What are emerging patterns to help customers more effectively?' Make sure you have the right structure and tools in place to be data-driven, and not anecdotal. Spreadsheets: Friend or Foe?

Spreadsheets are an absolute necessity, as they can help you answer questions and discover data in new ways. Now we have new tools, like involve.ai, that can help guide our focus. Data can be pulled in from multiple places, and involve.ai's artificial intelligence can help extrapolate and challenge us on what is driving both growth and churn. Is AI Going to Take Over People's Jobs?

Not so fast! When asked this question, Christina had an insightful response I’m sure we can all agree with – that it goes hand in hand with human creativity for efficiency and effectiveness. How do you Train and Motivate Customer Success Teams? Customer success teams are on the front lines, sorting through challenges from both customer and company goals. Help your team get clear on your business metrics and KPIs so you know what questions you need to answer. Then be sure to celebrate those successes! We always want to be equipped with as much data as possible so there is less room for errors, and to be able to stay proactive in a shifting market as we build out Customer Intelligence programs. Here's where involve.ai comes in! In Christina’s words, involve.ai is “a view of customer insights you didn’t have before – easier to see, all rolled up in one place.” Are you ready to see a demo of involve.ai? If you enjoyed this webinar, be sure to check back for more exciting webinars coming soon. Can't make it? Register anyways, and we'll send you the recording after! involve.ai unifies all customer data and uses AI to identify early risks and opportunities to prevent churn, increase upsells/ cross sells, and improve customer experience. We give all customer success and sales teams a data driven approach to prioritize their day-to-day and become proactive. So companies can scale effectively and efficiently. The views expressed in this content belong to the content creators and not the organization, its affiliates, or employees.


 

About Our Speakers

Christina serves as Chief Operating Officer, leading Bloomreach’s efforts to arm customers with the tools and knowledge they need to successfully compete in demanding markets. She is a leading thinker in e-commerce, having focused on technology, retail, and strategy prior to joining Bloomreach in 2011. Christina is also an experienced computer programmer. Christina holds a BA in mathematics from Saint Mary’s College and an MBA from Harvard Business School.


Shashi Bellamkonda is the VP of Marketing at involve.ai. He is known by many as the “social media swami”, and is a marketing leader who has worked with many entrepreneurs and local businesses and taught Digital Marketing Strategy and Marketing Analytics at Georgetown University as an adjunct professor. Shashi has been called the most customer-obsessed marketing leader and continues to educate himself on technology.

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