In this episode of the CXChronicles podcast, host Adrian Brady-Cesana sits down with Michele Shane, SVP of Business Development at Ujet, to discuss human-centric CX and business growth and the often-overlooked human elements of customer experience (CX) and business growth. From the early days of a startup to leading a team at a modern CCaaS company, Michele’s journey highlights a core truth: success is about passion, people, and a clear vision.
The Unconventional Path to a CX Career
Michele’s career in the contact center space started “completely by accident”, but it was her love for the field that made her stay. Starting at a small contact center startup before they were “cool”, she learned the value of wearing many hats and rolling up her sleeves. This hands-on experience taught her that startups require a special kind of person, one who is not afraid to “fail fast” and embrace the “hustle”.
The Power of People and Vision Over Technology
While Ujet is a technology company, Michele emphasizes that successful partnerships are not about the tech itself. As she puts it, “Technology, in and of itself, has never been the thing that made a partnership meh, or not work, or not worth it”. Instead, success comes from finding organizations and people who are just as hungry and excited as you are.
This philosophy also applies to the customer journey. Many clients, Michele notes, get caught up in the “what” (e.g., “we need a virtual agent”) without understanding the “why”. Ujet’s approach is to help customers define their vision for success first, because, as Michele wisely states, “If you don’t know where you’re going, any road will get you there”.
Slow is Smooth, and Smooth is Fast
For business leaders looking to scale, Michele offers a powerful piece of advice: “Slow is smooth and smooth is fast”. While the initial action is crucial, it’s equally important to be “thorough and go deep once you’re there”. This means building processes and playbooks that are repeatable and truly scalable. By not cutting corners and smoothing out the “rocky road” upfront, you ensure your team and your technology can perform when you need them most.
The Importance of Continuous Feedback
To stay ahead, Ujet actively seeks feedback from its customers and partners.
- Customer Advisory Boards: Ujet holds quarterly Customer Advisory Boards (CABs) to get candid feedback on everything from product features and pricing to implementation processes.
- Data Aggregation: The company also aggregates data from support tickets and recorded conversations to uncover sentiment and identify common topics. This provides a pulse on the market and helps inform their go-to-market strategy.
This commitment to listening led Ujet to develop a revolutionary pricing strategy and a customer rewards program to co-invest with clients on major AI projects.
Final Takeaways for CX Leaders
Michele’s conversation with Adrian about human-centric CX and business growth offers three key lessons for anyone looking to build a customer-focused business:
- Define Your Vision: Before taking any action, clearly define your end goal.
- Take Action, but Be Thorough: Don’t be afraid to take the first step, but ensure you build a solid, repeatable process.
- Prioritize People: Focus on building a team and a network of partners who are as passionate and hungry as you are.
The CXChronicles podcast is dedicated to chronicling the human side of customer experience. We believe that by sharing stories like Michele’s, we can help other business leaders build remarkable companies.
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