Ricardo Urrea shares how the role of Customer Success is changing across B2B companies: thoroughly understanding the customer, leveraging data to anticipate churn risks, and applying artificial intelligence to sustain retention and experience without scaling headcount.
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EPISODE 31Digitizing is not transforming. This episode identifies the most common mistakes in digital transformation processes and the proper sequence to execute them.
EPISODE 29Automating a flawed process only accelerates errors. This episode explains how to align your strategy before scaling with artificial intelligence and CRM.
EPISODE 20Scaling WhatsApp customer service without losing the human touch: fast, consistent responses and proper handoffs to an agent.
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