CX Iconoclasts are people who break with tradition by bringing new ideas and new ways of doing things to our attention. Join us in this captivating episode as we explore the remarkable journey of Chris Bishop, Chief Customer Officer at Conga, a trailblazer in revenue lifecycle management software.
From Advocacy to Data Science Mastery: Conga's Evolution
Chris unfolds his five-year odyssey at Conga, illuminating the transformation of the Chief Customer Officer role. Discover how he shifted the paradigm from traditional advocacy to leveraging data science, actively steering Conga towards unprecedented growth. Chris shares insights into the Conga Way, a unique approach emphasizing values like Achieving Together. Hear about the extraordinary efforts of a CX Champion, epitomizing the commitment to customer success, even interrupting a vacation to salvage a crucial account.
Early Adopters of Customer AI: Navigating Success Amidst Change
Uncover the secrets behind Conga's success as an early adopter of Customer AI. Chris recounts how this technology revolutionized support operations and then seamlessly integrated into various facets of the organization. Despite navigating a major merger during the onset of the pandemic, Conga's Customer AI continues to deliver exceptional results. You will learn how Customer AI harnesses operational data across all customer-touching IT systems at Conga. Chris shares how it predicts key metrics such as propensity to renew, NRR, and NPS, identifying operational factors driving positive and negative trends, and providing actionable strategies to enhance your financial performance and customer success.
Tune in now to unlock the secrets of Conga's success and gain invaluable insights for your own journey!
Find out how predictive CX analytics can help your business: https://ocxcognition.com/
Follow us on LinkedIn: https://www.linkedin.com/company/ocxcognition/
Connect with Richard Owen on LinkedIn: linkedin.com/in/richard-owen-98ba3
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