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In our latest episode of The Future of CX, Nadav Kemper (our CEO) and Doron Pryluk hosted Idan Zalzberg, the CTO at Agoda. Idan shared fascinating insights into his unique approach to building technology and implementing AI in the CX strategy for Agoda's customers. This discussion is particularly significant as it sheds light on the unique approach to technology and AI in Agoda's CX strategy for its customers.
In our latest episode of The Future of CX, Nadav Kemper (our CEO) and Doron Pryluk hosted Idan Zalzberg, the CTO at Agoda. Idan shared fascinating insights into his unique approach to building technology and implementing AI in the CX strategy for Agoda's customers. This discussion is particularly significant as it sheds light on the unique approach to technology and AI in Agoda's CX strategy for its customers.
Customer satisfaction (CSAT) - why do we think it's a b*llsh*t? CSAT is a KPI that scores the satisfaction of the support your customers receive. However, since customers only rate the assistance they received (regardless of whether their issue was resolved), it's not a metric they need to measure – it's simply not valuable. What's the meaning of a 10/10 CSAT if you didn't solve the problem for the customer? The most important indicator is whether or not you SOLVED the customer's problem. Here are 3 questions that can help companies to do it better: 1. Can you solve the problem? Yes? Great. No? Okay, let's understand who can (different tier, R&D, etc.). 2. How much effort does it require from both sides? Does it require the customer to do more work or provide more details? Or is it a simple matter of clarifying a few items? Can the company fix or solve it instantly? Yes? Great. No? 3. How quickly can you solve the problem? Not every issue requires an immediate solution or can be resolved instantly, but managing expectations is both a technical and practical matter, as well as mental. Solving the customer's problem is more important than getting a 10/10 CSAT. Reaching a solution enhances the customer experience significantly, making it ten times better. Bottom line, the importance lies in your ability to ask the right questions and focus on the right KPIs.
In our latest episode of The Future of CX, Nadav Kemper (our CEO) and Doron Pryluk hosted Yaniv Markovski which was one of the first employees at OpenAI. Yaniv shared fascinating insights into the company's unique culture, where 85% of the team consists of scientists. We discussed the challenges of building a customer support organization in a hyper-growth environment while maintaining a strong focus on innovation and research. Yaniv's perspectives on balancing scientific talent with operational expertise are invaluable for any company navigating the AI landscape. Check out the episode in the comments to learn more about OpenAI's journey and the future of customer experience in the age of AI. #AI #OrganizationalCulture #CustomerExperience #OpenAI #TheFutureofCX #QuackAI #CustomerSupport
HUGE ANNOUNCEMENT! WE'VE JUST RELEASED OUR FIRST PODCAST EPISODE! Doron Pryluk Nadav Kemper 🎉 🎊
It was amazing to connect with over 130 experts last Wednesday in the meetup AI & The Future of Customer Support/CX/CS hosted by us: