Mike speaks to Alex Levin co-founder and CEO of regal.io a leader in customer journey optimization through understanding customer intent, Alex has guided companies to go beyond reactive strategies and meet customers exactly when they are ready to engage. He shares how anticipating and responding to customer intent can unlock untapped growth.
They cover capturing and analysing customer data, including doing it in real time and incorporating contact centre interactions. As well as the current role AI agents are playing and how they are likely to develop.
KEY TAKEAWAYS
The rate at which one customer turns into more customers or $1 can turn into more $s is the factor that leads growth.
Your customer needs and motivators change. You have to constantly analyse and update the way you approach them.
Obtaining customer data is vital. Without it, you can´t keep your understanding of them up to date.
Go beyond gathering customer data online. What they click on only tells you so much.
Contact centre interactions are where you find the gold nuggets of customer understanding.
Brands that invest in contact centres and reach out to customers at the right times with suggestions or help in a similar way they do with sales and marketing are seeing huge ROIs.
Customers like you getting to know them and the fact you offer them truly personalised sales and support.
Certain data patterns are strong indicators of intent. Figure out what they are for your business.
Customers want contact, but only if it is relevant to them. Tailor your emails, calls etc.
Analysing customer data is initially costly, so wait until your turnover is big enough or the spend per customer is high enough.
Invest in building a real-time data pipeline to gain fresh insights fast.
Now is the time to shift to using AI agents in your contact centres. They can absorb a lot more information than a human and hone in better on what the customer needs.
BEST MOMENTS
04:31 "Whatever works today is probably not going to work tomorrow, so constant reinvention is necessary."
09:35 "That old low-touch model in customer service does not work."
16:04 "I'm not in favour of buying customer data .. but there are cases where there are reasons to do it."
21:35 "As a business understand what behaviour patterns you consider high intent with your customers."
35:10 "No matter who you are, we can ingest the data."
42:41 "The big thing now is, the shift to AI agents in the contact centre."
46:38 "Soon they're going to say, I'm so pissed off that x airline sent me to a human instead of an AI agent, because the agent would have gotten to my issue faster. It's gonna flip."
ABOUT THE GUEST
https://www.linkedin.com/in/alexlevin1
https://www.regal.ai
Email: hello@regal.ai
EPISODE RESOURCES
https://www.snowflake.com
https://www.usehatchapp.com
ABOUT THE HOST
Meet Mike, a seasoned tech entrepreneur and visionary with over two and a half decades of invaluable experience in founding and scaling successful tech start-ups. Mike brings a wealth of firsthand knowledge, and a deep understanding of the challenges faced by entrepreneurs and tech professionals.
As a host, Mike is dedicated to sharing actionable insights, strategies, and stories gathered from conversations with industry leaders, innovators, and experts. With a remarkable ability to distil practical wisdom from guests, Mike curates engaging discussions that resonate with both aspiring entrepreneurs and seasoned professionals.