Metaverse and the shift in Customer Experience, with Guy Galon

In this episode, we chat with Guy Galon, VP customer success at Hysolate and Influencer and thought leader in Cutomer Success.

The key takeaways & insights from this episode are:

1) Three major shifts - Customer success becoming revenue center, the Technology shift brought in up cloud adoption changing the rule of the SaaS game, and customer success as a critical player in delivering first time value and hence retention and growth.

2) Customer Success owning Growth as a charter is a combination decision made based on the  size of the company, experience of the executives, and complexity of the product

3) A recommendation for CS is to start small, and think how to scale 3X to 10X more and eliminate bottlenecks that exist. And when growing fast, create specialties around specific areas such as PS expert, CSM expert, Retention expert etc

4) Get the process right before focussing on automation. Automation is critical for scale and his personal experience leveraging Zapier to integrate multiple internal tools for a seamless experience

5) Overall prediction - Metaverse will have a significant impact on customer experience, customer success and a few Unicorns are about to be born in this space. Along with a few big bang acquisitions duly to follow.

And not to miss the fun Rapid fire round. Do listen in and share your feedback, comments.