• Experience Automation vs Humans in the Loop with Con Cirillo

  • Feb 15 2022
  • Length: 40 mins
  • Podcast

Experience Automation vs Humans in the Loop with Con Cirillo

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  • Summary

  • What makes for a great customer experience? And how can you be intentional about making every touchpoint amazing when there is so much happening and so many fires to tend to at a growing startup?

    Should you try to automate everything and create "scalable" self-serve experiences? Or is a more human-led approach to making customers successful more effective?

    Today’s guest is Con Cirillo, Head of Customer Experience at Carro. In this episode you’ll hear how he:

    • Defines metrics to align the business on CX
    • Ensures everyone hears the Voice of the Customer
    • Strategically puts humans in the loop for high-risk actions
    • Applies learnings from scale at HubSpot to startup life at Carro
    • Prioritizes his time on the highest impact experience challenges

    Enjoyed this episode? Connect with Con on LinkedIn and let him know, or subscribe for future episodes of Happy Customers.
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