Archives by: Alyona Medelyan

What Chief Customer Officers can learn from YCombinator’s approach to disruption

What do Chief Customer Officers have in common with YCombinator? They are both driven by creating products and services that people want. Last week, I attended the Chief Customer Officers & Influencers conference in Atlanta. I got a chance to give a keynote on how companies can disrupt themselves through customer insights and this post summarizes some of the key points I made. Disruption Silicon Valley – way Coming to Atlanta from a YCombinator startup…

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How to Improve Customer Service with Unstructured Data

Last month, I had the pleasure to speak with Jeff Toister (CPLP, Author of “The Service Culture Handbook”) on his webinar on how to improve customer service with unstructured data. Contact centers often miss out on many opportunities on how to improve their team’s performance and deliver critical insights to the rest of the company, simply because the analysis of mountains of data they collect may seem daunting. As a result, strategic decisions are based…

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Does it matter which customer experience metric you choose?

Are you responsible for measuring the progress in improving customer experience? If yes, I’m sure you needed to come up with a rationale on which metrics to choose for this: Is it an all ubiquitous Net Promoter Score (NPS), the traditional customer satisfaction CSAT, or a more recent invention Customer Effort Score (CES)?

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How to make the most out of YC Startup School

Last year, in 2017, my co-founder signed us up for the YCombinator’s Startup School (SUS). 10 weeks later, our lives had changed completely. We were admitted into the YC’s core program, moved to Silicon Valley and were growing faster than we could onboard customers. This year, YCombinator launched the second Startup School. And since my picture is listed on their homepage, I have received several questions about how to make the most out of this…

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Customer Experience Update