cover of episode #36 Using Data to Drive Growth and Customer Satisfaction

#36 Using Data to Drive Growth and Customer Satisfaction

2024/6/26
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Karen Wood-Maris
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Karen Wood-Maris：本期讨论了机器人和自动化技术对客户体验的影响、营收运营在客户成功中的作用以及如何利用数据驱动增长和客户满意度。她强调了在客户互动中保持人情味的重要性，以及机器人技术提升人类角色的潜力。她还分享了SoftBank Robotics America在利用数据优化运营、提升客户满意度和驱动营收增长方面的经验，包括设定正确的客户期望、利用数据可视化工具展示项目价值、建立持续的反馈循环机制等。她认为，成功的关键在于将数据转化为可操作的信息，并以此来优化运营和资源配置，最终实现业务增长。她还谈到了AI技术对数据处理和客户体验的影响，以及如何利用AI技术提升客户体验和营收。最后，她强调了关注关键客户的营收增长，并利用健康指标来追踪项目成功，而非单纯依赖NPS等指标。 Lauren Wood：作为主持人，Lauren Wood引导Karen Wood-Maris分享了SoftBank Robotics America在机器人技术应用方面的经验，并就机器人技术对客户体验的影响、营收运营在客户成功中的作用以及数据驱动增长等方面进行了深入探讨。她还就AI技术在数据处理和客户体验中的作用，以及如何利用机器人技术提升人类角色等问题提出了疑问，并与Karen Wood-Maris进行了深入交流。

Deep Dive

Chapters
Karen discusses how consumer expectations from the consumer world are influencing business experiences, and how robotics and automation are playing a role in setting and managing these expectations in a B2B context.

Shownotes Transcript

On this episode, Karen Wood-Maris, VP of Revenue Operations at SoftBank Robotics America, discusses the impact of robotics and automation on customer experience, the role of revenue operations in customer success, and the use of data to drive growth and customer satisfaction. Karen also explores the importance of human touch in customer interactions and the potential for robotics to elevate human roles.

Key Takeaways:

  • The impact of robotics and automation on customer experience
  • The role of revenue operations in customer success
  • The use of data to drive growth and customer satisfaction AI's impact on data processing and customer experience
  • The role of robotics in elevating human roles
  • The importance of health metrics in tracking customer success

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