Today, it’s more important than ever for startups to think about the CX they are delivering from day one because:
👥CUSTOMERS have the power: an enthusiastic recommendation of the product is the most convincing sales argument that exists, and today that information is available to everyone pretty much instantly. Plus, the cost of switching is super low, meaning customer loyalty is more valuable (and more difficult to earn) than ever.
✨EXPERIENCE is the greatest differentiating factor that a startup can build: they are nimble and can be incredibly focused on delivering an amazing experience in ways that big incumbents can’t. Customers’ feelings before and after the purchasing decision now matter even more than the transaction itself.
Having a CX mindset is about considering every interaction as part of a journey -- from the moment a prospective customer first hears about your company until they go on to refer you to someone else.
Find a comfortable seat and a good connection!
Arun Mani, President Europe at Freshworks
With this panel discussion, we’ll take a birds-eye view of the current Customer Experience trends, and analyze the impact of the current context to try and sketch an outline of what it will become in the coming decade.
Interactive discussions that put one company’s efforts on one aspect of their Customer Experience under a microscope.
- Cultivating Your Company's CX Culture with Ali Rayl, VP of Customer Experience at Slack, and Alice Zagury, CEO at The Family
- Human-focused Marketing with Jeremy Goillot, Head of Growth at Spendesk and Ivan Kirigin, ex-marketer and Investor at tango.vc
- Sales and Marketing Alignment with Gaëtan Gachet, CSO at Algolia and Guillaume Cabane, Growth Advisor at multiple SaaS companies
- Be Generously Bold with Your Prospects! with Cyril Seghers, CEO of Skilleos and Julia Barry, Startup Hub Leader at AWS
Visit booths where leading Customer Experience solutions will be presented, or join our giant ChatRoulette to meet other participants and share insights!
SPEAKER BIOS 🌈
Ali Rayl , VP of Customer Experience at Slack
Rick Nucci , CEO & Co-founder at Guru
Rick brings twenty years of experience in creating category-leading software solutions and companies, and frequently speaks at industry events about startups, SaaS and cloud computing. Today, he leads Guru, a knowledge management solution that allows for better coordination between teams, and therefore a better, more coherent Customer Experience. CX is also an internal obsession at Guru: stories of team members going the extra mile for their client are showcased at team meetings & some designers are dedicated to products for sales reps or customer service agents.
Gaëtan Gachet , Chief Strategy Officer at Algolia
Gaetan was Algolia's first non-engineering employee. He scaled the Business Development and Sales teams from 0 to 10s of M$ in ARR, and now oversees the overall strategy of the company. Algolia is a technical product made for developers but often sold to non-technical people, so Gaëtan has had to align Marketing and Customer Success efforts with the insights gained by Sales reps to create the best Customer Experience possible - and this has gotten exponentially difficult as the product becomes more complex to cover a wider range of use-cases.
Guillaume Cabane , Growth Advisor
Jeremy Goillot , Head of Growth at Spendesk
Jeremy is a marketer with sales skills who can code: the complete profile for a Growth leader in the 2020s. He was the fourth employee at Spendesk and helped them ramp up their Marketing and Sales effort through customization at scale, smart product marketing schemes and referral.
Ivan Kirigin , Investor at tango.vc
Ivan started his career as an engineer (at Dropbox and Facebook), before moving to Growth when Lyft acquired his startup (YesGraph) where he built the referral recommendations within the Growth team a team automating all of acquisition, using machine learning to efficiently deploy hundreds of millions of dollars. Today he's turned into and investor and content writer about all things Growth at tango.vc
Roman Melzer , Head of Customer Care at Zooplus
Since Q3 2017, Roman has been responsible for the customer care area for all zooplus stores. His absolute strength is to help customer care organizations adapt to new market conditions, goals and needs.
For more than 20 years, Roman has known how to bring people, processes and systems together in the best possible way. Always with the goal of embedding a mindset for excellent service. Enabling people and the random acts of kindness movement are his personal drivers. An absolute animal lover, he loves to spend time in the riding stable with his 9-year-old daughter.
Cyril Seghers , CEO at Skilleos
The eLearning industry lacks a top-of-mind brand: that is exactly what Cyril is building with Skilleos. He'll be interviewed by Julia Barry of Amazon Web Services about making all their courses free during the lockdown - and the positive impact it's had on their business.
Leaning on his entrepreneurial and investor experience, Oussama has supported The Family’s portfolio companies as they have raised €750M+ and grown to a cumulative valuation of €4B+ in the past seven years, including successes like Algolia, Qonto, Payfit and CaptainTrain. His ability to grasp a broad range of subjects, from science to philosophy, and his uncompromising, no-BS vision of entrepreneurship have made him a sought-after speaker.
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