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Experience Automation vs Humans in the Loop with Con Cirillo
Manage episode 320609354 series 3300012
Stuart Balcombe and Arrows Podcast Network에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 Stuart Balcombe and Arrows Podcast Network 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.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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