The Customer Voice

"Customer is King" is a corporate mantra, yet customer success often operates in silos within organizations, staffed by low-cost workers struggling to upskill. Technology supporting these teams is often outdated. Meanwhile, customer feedback pours in through various channels: app store and online store reviews, email support tickets, phone conversations at call centers, and direct broadcasts via Twitter, Instagram, Facebook, etc. This overload of information is challenging to follow, analyze, and summarize. However, gaining a 360-degree perspective on customers is vital for improving monetization, personalization, and reducing churn. Addressing live feedback directly in-app while users are engaged is the key to delivering a superior customer experience. Join us to discuss these challenges and how to leverage newer technologies and innovative processes to transform this equation with Rakuten’s VP of Customer Success, Subha Shrinivasan.

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