Customer Experience
topic on 6 shows · 10 statements across 8 episodes
In Depth 
We Live to Build 
the Knowledge Project 
Masters of Scale 
the Official SaaStr Podcast 
20VC
10 statements about Customer Experience, every show
Zhang: Customer experience is one of few AI markets with PMF
“It's, in my opinion, one of the few markets right now that has true PMF with AI.”
Taylor: AI agents fundamentally invert UX by handing agency directly to customers
“If you think about a modern website or mobile app it's essentially, you've created a directory of functionality from which you can choose. But the main person with agency in that is the creator of the website. Like, what are the universe of options that you ca…”
Notion Targets Spending 3.9% of ARR on Customer Support
“Customer experience, for example, at Notion, which is the support organization, we track that month by month, right? And right now our goal is 3.9% of ARR, for example”
Habib: Enterprise generative AI adoption concentrates in CX and expert assist
“And it really tends to be one of two flavors, either a customer experience Use case. So that can be marketing or digital or a we call them expert assist. So a knowledge management type of use case.”
Mehta: Companies Hire CSMs as Band-Aids for Flawed Products
“There are so many companies out there that hire CSMs as a band-aid over the customer experience, over the product.”
Customer Experience Jargon and Frameworks Risk Repelling Organizational Buy-In
“Customer experience has become kind of a victim of its own success. So as it's grown up, it's become professionalized and lots of unique terms and wonky frameworks that are great. I saw the same thing with the quality movement as it grew up, but it can get to …”
Companies Require a Designated Customer Experience Owner to Bridge Silos
“You have to have an owner of customer experience. Everyone's got to feel ownership in customer experience though, but you've got to have an owner who can help facilitate these connections across the organization and ensure that those communication channels are…”
Employee Experience Directly Drives Customer Experience and Innovation
“Employee experience drives customer experience. We're really talking about what's happening on the inside and giving those opportunities is, such a powerful way to innovate and to ultimately create that kind of product and service and experience for our custom…”
Products Only Need One Extraordinary Moment for a Great Customer Experience
“We often try to make every part of the product development of a customer experience awesome. You just need one A++++ moment. That is then how the psychology works so that you end up having a great experience.”
Pincus: Customers Care About Experience, Not Operational Scale
“What really matters to your customer is that they have an amazing experience. They don't give a how it got there. You're at your favorite hamburger joint. You want a great fresh burger. And if you find out that the owner of the company was there back there mak…”