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Today, Helen Yu, CEO of Tigon Advisory Corp joined us on the Engati CX show. She shares her insights on the traction gap and what steps we can do to fill them with AI.
Chief Customer Officer of Showpad and Founder & CEO of Tigon Advisory Corp- Helen Yu is a global customer-success executive who delivers board value by designing innovative approaches to drive growth, solving challenges for businesses.
Through a career spanning early-stage start-ups to Oracle and Adobe, her work has enabled multibillion-dollar revenue growth and record profitability.
She is a top Twitter influencer in AI, Blockchain, HR and was named to the “Top 10 Influencers in Digital Transformation” by IBM, “Top 10 CyberSecurity Influencer” and “Global Top 15 Thought Leader” by Thinkers360.
Interview with Helen Yu
This section will contain a quick summary of our interview with Helen. But, if you'd like to listen to the entire interview, we've embedded it below the summary.
Disconnects occur everywhere. They're essentially the difference between where the company currently is and where they want to be. Simply recognizing these disconnects and gaps could put a company further ahead.
There are 5 traction gaps-
Companies cannot choose between growth and customer experiences. Without creating great customer experiences, a company cannot grow.
You need to create a culture of accountability around customer experiences. Start mapping your customer journey. All the way from researching solutions for their problem to choosing your offering as a solution and making the investment. You need to know what they're experiencing through this journey and what drives decisions.
There are 3 major gaps-
The first is the Culture Gap. Culture Eats Strategy for Breakfast. It's usually the hardest thing to change. But, building a culture of collaboration that allows cross functional leaders to work together is definitely an exercise worth investing your time and energy into.
Next, we have the Talent Gap. Either you upscale your workforce or you redefine their roles to make them as nimble as you can.
Then there is a Practice Gap. You need to have practices that support the talent. They can't be too complex. They need to be nimble.
You need to understand where you are at right now. You need to align your strategy and adapt your go-to-market message to the customer need.
Within the next couple of years, Helen expects most major companies to have an officer in charge of customer experiences. And conversational intelligence is definitely going to be one of the things they look into.
It's also going to help employees by taking care of the monotonous tasks. This is going to allow humans to take care of the higher level tasks that involve thinking and creativity.
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Business Transformations happen either because the company is looking to disrupt the market or because they have been disrupted.
AI is definitely here to stay. It will enhance our lives as employees, leaders, customers and even investors.
AI will not replace humans, but it will enable us to ask the right questions. This will help us innovate and stay ahead of the customer expectations.