Peer-Driven Insights

Customer Engagement

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Mauricio Plaschinski

Indeed

Software, 10k+

Sheevaun Thatcher

Salesforce

Software, 10k+

Tyler Hooper

Pure Storage

Hardware, 5k - 10k

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Community Posts

Gen Z is entering the workforce and many companies need to hire them. Would you consider student loan repayment assistance in addition to competitive compensation to help lure Gen Z to your organization? If not, what are you doing to hire and retain them?

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I am looking for a partner to help my company re-invent and re-imagine our customer engagement strategy. Does anyone have a recommendation on a vendor or consultancy that is good at facilitating a discovery and strategy plan for something like this? How do we cross-sell among the company's brands? Do we de-emphasize the brands to focus on benefits or do we emphasize the brands as a way of making the presentation of value simpler?

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How can SaaS vendors provide unrivaled support to your organization?

By demonstrating how the product/service works and will help my organization36%

By providing a free trial of the product/service59%

By providing training for IT and product users54%

By providing strong customer service41%

By providing consulting services18%

Other (please share below)4%

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Do you agree with this prediction from Gartner? By 2026, 80% of organizations pursuing a '360-degree view of the customer' will abandon these efforts because they flout data privacy regulations, rely on obsolete data collection methods, and erode customer trust.

Strongly Agree5%

Agree63%

Neutral21%

Disagree9%

Strongly Disagree

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What advice do you have for a CIO coming into an organization where the CFO historically has viewed IT primarily as a cost center and is demonstrating more resistance to change that you anticipated during the interview process?

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How can the tech side of the business best support the transformation to a product-centric operating model? Any tips for helping staff to align their work and mindset with a new, product-focused framework?

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Those of you with a cloud-first strategy: how has your approach to cloud impacted your customer base? How does a cloud-first strategy help clients?

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Has anyone setup a new intake process for their department and if so, what did you model the processes on? Did you make use of a software package, and what are the key points for tracking, assignment, organizing and reporting.

If you’re using AI chatbots in a regulated industry (like healthcare or banking), have your end-users shared any discomfort with using them or distrust of their output?

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How do you coach or mentor engineers and developers in customer-centricity? Do you have a specific approach to helping them build empathy for end-users?

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Which conversation intelligence tool has your company implemented?

Chorus16%

Convin25%

ExecVision16%

Gong10%

Jiminny2%

Refract5%

Other (Discuss below)24%

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What are your thoughts on SaaS management platforms (SMP)?

What are some buzzwords that frustrate you?

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What does your customer feedback process look like? How quickly is your software team able to act on customer requests?

As a traditional bank, how do I move a million of my customers from brick-and-mortar and in-branch model to an online one?

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What Chabot tool are you using and would you recommend it?

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