Featuring:

Su Doyle, Principal Analyst

Show Notes:

High-Tech firms operate in fiercely competitive and price-sensitive industries, making CX a potentially transformative differentiator — if implemented effectively. Principal Analyst Su Doyle joins us to share practical CX strategies tailored for high-tech firms, emphasizing the importance of aligning CX with business objectives, leveraging customer success programs, and adopting performance-focused approaches to drive growth and improve customer relationships. We discuss: 

  • How to leverage CX strategically to remove obstacles for customers and create business value. 
  • How the role of customer success drives adoption, account health monitoring, and upsell/cross-sell opportunities. 
  • How practical tools, like journey mapping, can help tech firms uncover unmet customer needs and simplify processes to boost conversions and differentiation. 
  • How to align CX initiatives across teams.