Driving Growth by Transforming Customer Success
Oct 25, 2023
10am-11am PDT
GIVE YOUR CONSUMERS A VOICE
Customer success functions are siloed and understaffed, while the influx of customer feedback from various channels is overwhelming and difficult to analyze. Join Subha Shrinivasan, Rakuten VP of Customer Success and Mala Ramakrishnan, Chief Product Officer of Cuvo, to see how AI can automate and unify customer support at scale.
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About the Webinar
"Customer is King" is a corporate mantra, yet customer success often operates in silos within organizations, staffed by low-cost workers struggling to upskill. Technology supporting these teams is often outdated. Meanwhile, customer feedback pours in through various channels: app store and online store reviews, email support tickets, phone conversations at call centers, and direct broadcasts via Twitter, Instagram, Facebook, etc.
This overload of information is challenging to follow, analyze, and summarize. However, gaining a 360-degree perspective on customers is vital for improving monetization, personalization, and reducing churn. Addressing live feedback directly in-app while users are engaged is the key to delivering a superior customer experience.
Join us to discuss these challenges and how to leverage newer technologies and innovative processes to transform this equation with Rakuten’s VP of Customer Success, Subha Shrinivasan.
The Speakers
Mala Ramakrishnan
Chief Product Officer & Co-Founder | CuVo
Mala Ramakrishnan drives the product strategy at CuVo, a machine learning platform built for media products to lower churn and decrease customer support costs. Mala is an entrepreneurial leader with 20+ years experience building and scaling companies, and has held leadership roles in product management, product marketing, and software engineering spanning companies such as Meta, Cloudera, Automation Anywhere, Veeva, Oracle and TIBCO. She holds a Masters in Computer Science from Stanford University.
Subha Shrinivasan
VP of Customer Success | Rakuten
Experienced customer success executive with a strong tech background in Cloud and K8s, specializing in Product & Service Delivery, CS-Operations, Pre-sales, and Technical Account Management. Notable achievements include P&L ownership exceeding $25M in revenue, leading 15+ Fortune 500 customers in the Datacenter Solutions & Services BU, and managing global teams of 200+ members. Skilled in scaling delivery units rapidly and global account management for major companies (Meta, Google, DELL, Brocade). Currently serving as Global Head of Customer Success at Robin.io, a Rakuten Symphony company, driving 5G/Cloud native tech adoption across various industries, including Telco, Banking, Health Care, CSPs/MSPs.
Register Now!
Driving Growth by Transforming Customer Success
Oct 25, 2023
Customer success functions are siloed and understaffed, while the influx of customer feedback from various channels is overwhelming and difficult to analyze. Join us to see how CuVo helps increase revenues by driving user engagement.