Customer experience: A SaaS company's most important battleground
summary
Claims that customer experience now drives purchases: over a trillion dollars lost in the US to poor CX and 80% of buying decisions happen before first contact. Examples of fixes: Medallia pulls surveys, POS and call‑center feeds and pushes real‑time role dashboards and a sticky mobile app; SAP Leonardo links back‑office and front‑office systems (RPA syncing addresses) and runs stadium telemetry that reduced waiting times for parking and concessions. AI/ML routes tickets, powers chatbots, predicts failures; a bank uses video ID to get a loan approved in seven minutes.
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chapters (10)
- 0:00Intro
- 4:00SAP at Levis Stadium
- 5:40Customer experience
- 8:20What hasnt worked
- 9:45What role does customer experience play
- 13:00How does Medallia work
- 14:10Medallias strategy
- 17:15Chatbots
- 18:15AI
- 21:55Prediction
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