In this compelling episode of Swimming with Sharks, Kevin Dean, CEO of ManoByte, sits down with Kári Thor Runarsson, the visionary founder of Cliezen, to explore the dynamic world of customer operations and the intersection of marketing, customer success, and technology. Kári shares his rich, globe-trotting journey from Iceland to Iowa and beyond, offering a unique perspective on the importance of understanding and exceeding customer expectations in both B2B and B2C environments.

Episode Summary:

Introduction: Kevin Dean kicks off the episode by introducing Kári Thor Runarsson, delving into his impressive background and his passion for customer experience (CX) and customer success (CS).

Interview Highlights:

1. Kári’s Journey: Kári discusses his diverse upbringing and professional experiences across multiple countries, emphasizing how these have shaped his approach to customer experience and operations.
2. The Role of Marketing in CX: Kári explains the natural alignment between marketing and customer experience, highlighting how his marketing background has informed his approach to customer success.
3. Challenges in Customer Success: Kári identifies the key challenges facing the customer success industry today, particularly the undervaluation of CS roles and the struggle to quantify their impact.
4. The Impact of AI in Customer Ops: Kári shares his insights on the transformative potential of AI, distinguishing between generative AI and other forms of AI, and discussing how technology can help close the experience gap.
5. Bridging Organizational Gaps: Kári offers advice on improving communication and collaboration across departments, emphasizing the importance of data and analytics in making informed, customer-centric decisions.
6. The Future of CX: Kári predicts the evolution of customer success, focusing on the role of technology in automating routine tasks and allowing professionals to focus on more strategic, high-impact activities.

Key Takeaways:

• Customer Centricity: Successful customer operations hinge on understanding and exceeding customer expectations, tailored to different roles and needs within a client organization.
• Technology as an Enabler: While tools and AI can significantly enhance customer experience efforts, they must be accompanied by a genuine commitment to customer-centricity across the organization.
• Realistic Expectations with AI: While AI offers incredible potential, it’s crucial to maintain realistic expectations and understand its current limitations.
• Communication & Collaboration: Effective customer success requires seamless communication across departments, supported by accurate data and analytics to inform decision-making.