In our conversation with Somya Kapoor, CEO and Co-founder of TheLoops, we delve into the evolution of CX from its beginnings to the present and future. One critical point that Somya emphasizes is the significance of contextualized data. She stresses the importance of not burdening the customer with finding their position in the product journey and avoiding exposing complexity to them. As well as the fact that she believes CX leaders play a vital role in advancing businesses, as they possess essential data from the front lines, which is valuable for product teams to align data management with the overall business strategy.
The conversation centered around the importance of Customer Experience professionals changing the perception of CX as a cost center in order to have a seat at the table. They discussed the fascinating experience of Tesla as a tech product and how CX leaders need to collaborate across organizations in order to achieve retention.
Timestamps
0:02:35 CX Professionals Gaining Influence and a Seat at the Table
0:05:59 The Value of Automation in Customer Service Experiences
0:07:43 Exploring the Impact of CX on Product Consumption
0:09:16 The Journey of Starting The Loops and a Business During the COVID-19 Pandemic
0:13:59 Leveraging Support Data to Enhance Customer Experiences
0:15:48 The Benefits of Contextualizing Customer Data for Improved CX
0:18:13 CX Professional Perspectives on Net Promoter Score and Streamlining the User Experience
0:20:32 The Evolution of NPS and the Importance of Customer Experience in Purchasing Decisions
0:21:51 Conversation on Customer Experience, Retention, and Loyalty Programs
0:26:32 Exploring the Future of Support Operations
0:28:25 The Role of CX Leaders in Leveraging Data to Drive Retention and Product Development
