Today’s interview is with Susan Ganeshan, Chief Marketing Officer of Clarabridge, a leading customer experience Saas platform that transforms survey, social, voice and all other forms of customer feedback into actionable intelligence that drives real change in business and creates happier customers. Susan joins me today to talk about some research that they recently conducted (Call Center Agent Survey Results), which investigated the differing viewpoints of both contact centre employees and consumers in the United States.
This interview follows on from my recent interview – How D.O.M.O.R.E. will help you deliver an outstanding customer experience – Interview with Blake Morgan – and is number 216 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Highlights from my conversation with Susan:
About Susan (adapted from her Clarabridge bio)
Susan Ganeshan is the Chief Marketing Officer of Clarabridge and under her leadership, Clarabridge Marketing produces insightful, educational content that enables business leaders to deliver on the promise of best-in-class customer experience.
Previously, she was CMO at newBrandAnalytics and has held executive roles with webMethods, Software AG, Deloitte Consulting, and Checkfree.
She believes in passionate customer centricity of the kind she experienced when a hotel deconstructed a room to find the jewelry her son mischievously slid down the door jamb.