Hello CI.ty members! I’m the Chief Strategy & Customer Officer at involve.ai, and would love to connect about the various ways we've all become interested in the Customer Intelligence movement.
My own journey toward CI...
My interest in Customer Intelligence started years ago, but I didn’t have a name for it. I was the CCO at Glint, now part of Microsoft and LinkedIn, and our CS team was exceptional. But as our customer base grew, so did the feeling that we weren’t using available information to its fullest in our quest for customer intimacy.
We were investing in terrific platforms -- Gainsight, Zendesk, Skilljar and inSided, and of course our own product -- and each delivered mountains of data. But even with a CS Ops team, we didn’t have the capacity to identify insights and take action holistically; any data analysis was very manual and time-consuming. We had other things we needed to get done; halting to analyze the data (which would quickly become outdated) felt futile.
When I first encountered involve.ai and the concept of Customer Intelligence, it was like I could finally see both the problem and the solution defined. Like…🤯 I was SO thrilled by the idea that there was finally an opportunity to leverage technology, specifically Artificial Intelligence (AI), to drive customer value, intimacy, retention, and growth without an ongoing, manual lift. Being customer-centric would no longer be an aspiration, but a reality!
As you can see, I was so excited by the possibilities that I ended up joining the involve.ai mission! We are thrilled to launch this community and hope that it helps both those of you who are new to the concept of CI, as well as those of you who are, like me, huge advocates.
What's your story?
Please share your stories about CI! What has your journey been, whether you are new to CI or have been waiting for CI for years!?