TECHNOLOGY
“ We tried to count on two hands how many brands we loved and would never leave, and we realised we were generally having subpar 56 customer experiences” — Vinod Muthukrishnan, CEO & Co-Founder, CloudCherry
subpar customer experiences.” Muthukrishna and CloudCherry’s other founders saw this as puzzling, given the emphasis placed on customer experience by so many leading brands. “Like true techies, we believe that there’s a software to solve every problem in the world.” Muthukrishna was certain the issue lay with the technology being used to process and analyse customer data, which was resulting in the efforts of companies and the needs of the customer becoming lost in translation. He laughs, “We naively assumed there was no software that truly helped brands understand the customer experience. Obviously, down the line, we realized that such software was out there, but the problem persisted.” The two issues remaining, they realized, were that the
APRIL 2019