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00:00:00 – 00:55:27
The video explores the importance of reimagining organizational structures to prioritize customer needs, eliminate functional silos, and enhance customer experiences. Key points include creating seamless customer journeys, specializing within teams for unified customer experiences, fostering empathy for customers and frontline workers, and implementing customer success strategies like handling client escalations effectively. The speaker discusses utilizing data and AI to personalize customer experiences, the potential of AI in enhancing customer experiences in sales, service, and marketing, and common mistakes in AI implementation. Additionally, exemplary customer experiences with companies like Salesforce, E*TRADE, and insights from 360 as an AI company are highlighted. The overarching theme is centred around improving customer success, efficiency, and collaboration across teams for enhanced customer experiences.
00:00:00
In this segment of the video, Jim Ro, the president of customer success at Salesforce, discusses the importance of reimagining organizational structures to be more customer-friendly. He emphasizes the need to focus on customer needs throughout their product lifecycle and avoid functional silos. Jim highlights common challenges in customer experience, such as organizational complexity and siloed systems in large companies. He explains how these factors can hinder seamless customer experiences and emphasizes the importance of breaking down silos for better customer interactions.
00:05:00
In this segment of the video, the speaker discusses the issue of companies not having functions that think end to end in designing the customer experience. They emphasize the importance of having designers who consider the entire customer journey. The speaker suggests conducting a secret shopper test to understand the customer perspective. They explain the approach Salesforce has taken to create a seamless customer experience by reimagining functional silos into customer-friendly segments. This involves consolidating different services into one integrated service to eliminate inefficiencies and redundancies, ensuring customers only need to visit one place for assistance. This strategy aims to enhance the customer experience, increase efficiency, and avoid duplicating problem-solving efforts.
00:10:00
In this segment of the video, the speaker discusses the importance of specialization within a team and the need for orchestration to provide a unified customer experience. They emphasize the role of customer success managers in understanding customer needs and directing them to the appropriate specialists. The speaker also highlights the significance of digital orchestration by utilizing signals to trigger automated responses tailored to customer actions. Furthermore, they stress the necessity for leaders to immerse themselves in the customer’s experience to gain empathy and improve customer engagement. The importance of walking in the customer’s shoes is exemplified by the speaker’s experience in spending time with customers to understand workflows and enhance their interactions.
00:15:00
In this segment of the video, the speaker emphasizes the importance of having empathy not only for customers but also for the employees who serve them. They discuss the significance of understanding what motivates and energizes frontline workers while avoiding red tape and bureaucracy. The speaker shares the approach of gaining empathy by meeting with frontline teams, conducting roundtable sessions, and practicing servant leadership. They highlight the benefits of listening without an agenda, acting on feedback from frontline teams, and closing the loop to energize and engage employees. The conversation transitions to the importance of follow-through in implementing changes based on feedback for organizational morale and customer success.
00:20:00
In this segment of the video, the speaker discusses the definition of customer success, highlighting its importance in ensuring customer renewals and reducing churn. The speaker mentions that the mission of customer success is to keep customers for life. They explain how serving large customers like Amazon and Walmart has influenced their approach, emphasizing the value of learning from extreme users to improve the overall customer experience. The speaker also touches on receiving tough feedback from big clients, noting the importance of finding truth in the feedback and not being defensive.
00:25:00
In this segment of the video, the speaker discusses the importance of handling client escalations effectively. They emphasize the significance of addressing root causes to prevent recurring issues. The speaker also highlights the need for leaders to collaborate across teams to solve problems, regardless of whose team the issue originates from. Furthermore, they introduce the concept of measuring true customer success, emphasizing the need to focus on customer metrics rather than internal success measures. This led to the creation of a customer success score based on signals from various departments to measure customer success effectively for all clients.
00:30:00
In this segment of the video, the speaker discusses how as a SAS provider, they have visibility into the technology implementation to monitor its health. They track signals like page load times to assess technical health, customer expertise, and adoption. These signals are grouped into three scores: adoption score, customer expertise score, and technical health score, which culminate in a customer success score. Action is taken based on these scores, such as digital journeys or customer outreach. This approach aligns both vendor and customer goals towards achieving customer success, and the scores also serve as incentives for various teams. Future plans include expanding and deepening product coverage, providing more detailed telemetry, and proactively recommending opportunities to customers based on signals like app store usage. The aim is to improve customer success outcomes and collaborations across different teams.
00:35:00
In this segment of the video, the speaker discusses the importance of utilizing data from an app exchange to personalize customer experiences at scale. They highlight the value of gathering data to inform interactions with customers, mentioning the challenges of data silos within companies. The speaker also shares their experience with Salesforce and how AI technology can help automate transcription, note-taking, and summarization of conversations to improve efficiency and accuracy. AI is seen as a solution to address data management challenges and enhance customer interactions.
00:40:00
In this segment of the video, the speaker discusses the exciting potential of artificial intelligence (AI) in enhancing customer experience, particularly in sales, service, and marketing. They mention using transcription for better customer insights, real-time translation of chat for global interactions, drafting assistance for emails and content creation, proofreading support, and the concept of AI co-pilots for self-service websites that can engage customers effectively. The co-pilot acts like a smart bot that can customize responses, provide links to relevant content, and even initiate direct contact with customers. The speaker emphasizes the benefits of AI-driven customer experiences, efficiency, and the future of self-service with AI technology.
00:45:00
In this segment of the video, the speaker discusses common mistakes companies make in implementing AI. One key point emphasized is the importance of running internal experiments before pushing AI applications externally to customers. They caution against prematurely rolling out untested AI solutions. Additionally, the speaker shares key resources they use to stay informed on customer experience, highlighting the value of design thinking, customer inspiration, and newer direct-to-consumer companies. The segment also features a personal anecdote about a positive customer experience with an online bank, showcasing efficient authentication processes and personalized service.
00:50:00
In this segment of the video, the speaker shares an exemplary customer experience with E*TRADE, praising their use of advanced technology like voice print and personalization based on transaction history. The importance of delivering an easy and expert customer experience is emphasized. The conversation touches on the significance of understanding and empathizing with customers’ feelings throughout their journey, with an anecdote about using customer journey maps for insight. The speaker stresses the need for customer experience leaders to walk in the shoes of their customers to enhance service delivery.
00:55:00
In this segment, the video emphasizes 360 as a leading AI company that assists businesses in nurturing customer relationships, accelerating time to value, and staying innovative through various tech advancements. The viewers are encouraged to explore the expert resources and support provided by 360 for Salesforce customer success.