'Work Backward To Move Forward': How The Right Tech Can Improve Experiences And Keep Your Budget On Track

Prasad Ramakrishnan, CIO and SVP of IT at Freshworks, discusses the importance of customer experience (CX) in technology development. He emphasizes the need for simplicity, and suggests businesses should discard unused or outdated apps. He also highlights the importance of equipping employees with the right tools, such as cloud-based collaboration tools and CRM systems, and leveraging advanced analytics and AI technologies to gain insights into customer and employee behaviors.

Ramakrishnan also discusses the role of AI-backed software, chatbots and virtual assistants in automating customer support and improving productivity. He gives an example of how generative AI can help personalize responses and improve customer service. He concludes by stressing the need to work backwards from customer and employee needs to make strategic tech investment decisions, and to stop wasting money on unnecessary investments.

Key takeaways

Businesses need to start with the customer experience and work backwards to the technology, ensuring that they are creating products that will meet the needs of their customers.
Cloud-based collaboration tools, CRM systems, advanced analytics and AI technologies can be leveraged to improve customer support and personalize interactions.
Chatbots and virtual assistants can automate customer support, providing immediate responses to inquiries and enhancing overall customer satisfaction.
By working backward and looking at customers' and employees' needs, businesses can make strategic decisions about which tech will be most beneficial, avoiding unnecessary investments.

'Work Backward To Move Forward': How The Right Tech Can Improve Experiences And Keep Your Budget On Track

Key takeaways

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