Transforming Customer Success: How Clari Leverages AI to Drive Engagement and Outcomes
Company profile
Company business details
Strategies
Launch Stage
Podcast Launch and Community Building
The Digital CX Podcast, hosted by Alex Turkovic, was launched to create a community for Customer Experience leaders and practitioners. Each episode features in-depth interviews with industry experts, focusing on digital customer success and the integration of AI in customer experience. The podcast encourages listeners to subscribe, follow, share, and leave reviews, fostering engagement and community growth. For more information, listeners are directed to the website Digital Customer Success. This strategy was crucial during the launch stage to establish a listener base and build a community around the podcast.
Growth Stage
Monthly Meetups for Networking and Learning
To further engage the audience, Alex Turkovic and Scott Wilder initiated monthly meetups, inviting guests to discuss digital customer success topics. These meetups are free and provide opportunities for networking and learning among digital professionals. The events are promoted through the podcast and LinkedIn, creating a platform for community interaction and knowledge sharing. This strategy was implemented during the growth stage to enhance community involvement and provide additional value to listeners.
Leveraging AI in Customer Success
Scott Wilder discussed the implementation of AI at Clari, focusing on their product 'Copilot' which uses AI for customer intelligence. This includes analyzing calls and summarizing themes, enhancing customer success strategies. The integration of AI chatbots across various platforms, such as community and knowledge bases, was also highlighted. This strategy was applied during the growth stage to improve customer engagement and streamline support processes.
Utilizing SMS for B2B Engagement
During discussions, the potential of SMS as a communication tool in B2B settings was explored. Scott Wilder noted that B2C companies effectively use SMS for engagement, suggesting that B2B could benefit from similar strategies. He shared experiences from Udacity, where SMS was used for customer engagement, highlighting the need for B2B companies to adopt more innovative communication methods. This strategy was discussed during the growth stage to enhance customer interaction and retention.
Maturity & Scaling
Data Hygiene and Customer-Driven Innovation
Scott Wilder emphasized the importance of data hygiene and customer-driven innovation in developing effective customer success strategies. He shared experiences from previous roles where he engaged customers in defining product features and building prototypes based on their feedback. This approach not only improved product relevance but also fostered a sense of ownership among customers. This strategy was crucial during the maturity and scaling stage to ensure that the product evolved in alignment with customer needs.
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