Hey CX Nation,
In this week's episode of The CXChronicles Podcast #173 we welcomed Palak Dalal Bhatia, Founder & CEO at Iris Agent, based in Mountain View, CA.
With proactive support and AI-powered ticket intelligence, IrisAgent makes it easy for support teams to work collaboratively with product and engineering organizations to prevent escalations, drive informed action, and align on what really matters for your customers.
IrisAgent takes simple, repetitive tickets off your support team’s plate, but they pride themselves on being more than just a chatbot, they provide valuable insights & recommendations to aid your business.
Unlike other players in this space, they take a 360-degree view of customer support operations, leveraging product and user context to gain meaningful insight into the ‘why’ behind tickets associated with bugs, performance issues, and outages to create support workflows and recommend operational improvements to improve your customer experience & success.
In this episode of CXCP, Palak and Adrian chat through how she has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout her career + shares some of the tips & tricks that have worked across her customer focused business leader journey.
**Episode #173 Highlight Reel:**
1. Why including your customers in your product management strategy is paramount
2. CX becomes the biggest competitive advantage with the abundance of SaaS tools today
3. Leading a proactive customer success team focused on remaining several steps ahead
4. Building an escalation & churn review process that focuses on the root-cause of the issue
5. Ideas for how you can build social listening & customer sentiment strategies as you scale
Huge thanks to Palak for coming on The CXChronicles Podcast and featuring her team's work and efforts in pushing the customer experience and customer success space into the future.
Click here to learn more about Palak Dalal Bhatia
Click here to learn more about IrisAgent
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And be sure to grab a copy of our book “The Four CX Pillars To Grow Your Business Now” on Amazon + check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!
Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!