Experience Automation vs Humans in the Loop with Con Cirillo

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.