On this episode, Amelia welcomes Kristi Faltorusso, Chief Customer Officer of ClientSuccess. Kristi and Amelia discuss the following topics:

- The differences and overlap between Customer Success and Customer Experience.

- Kristi’s experience, first in digital marketing and then a transition to CX for hypergrowth B2B SaaS companies.

- Every company is different and building a Customer Success system is not “one size fits all.”

- Customer Success is about your customer’s ability to realize their goals through your product or services.

- All the touchpoints that contribute to Customer Experience.

- The perceived value of products and services varies by company and individual customer.

- Using AI and machine learning platforms while still keeping the experience human.

- Where the Customer Success role starts and where the CX role starts.

- Making sure a customer lifecycle or journey is being executed the way it was designed.

- Milestones to measure the success in the Customer Experience.

Kristi Faltorusso - https://www.linkedin.com/in/kristiserrano/

ClientSuccess - https://www.linkedin.com/company/clientsuccess/

This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions.

#CXO #CX #ContactCenter #CustomerService #CustomerExperience