#updateai #customersuccess #saas #business
Andrei Negrau, CEO of Siena AI, and Chad Horenfeldt, VP of CS at Siena AI, join Jenny Calvert and Josh Schachter to discuss the intricacies of maintaining brand voice integrity in AI-driven interactions, the company's strategic focus on net dollar retention, and the unique challenges and opportunities of AI’s transformative role in e-commerce. Plus, learn how companies can leverage tools like UpdateAI to capture real-time customer insights and drive strategic growth.
Timestamps
0:00 - Preview & Introductions
7:01 - The Concept of Empathic AI
11:20 - Working at Startups vs. Larger Companies
14:30 - Aligning Company and Team Goals for Customer Success
17:18 - Siena’s Customer Experience Strategy for 2025
24:14 - Using UpdateAI’s Frameworks to Score Customer Experience
28:03 - Facilitating Better Cross-Functional Alignment
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👉 Follow the podcast
Youtube:https://youtu.be/JprAz-o-dWk
Apple Podcast:https://apple.co/3dfWXmD
Spotify:https://spoti.fi/3KD3Ehl
👉 Connect with the guest
Andrei Negrau :https://www.linkedin.com/in/negrau/
Chad Horenfeldt :https://www.linkedin.com/in/chadhorenfeldt/
👉 Connect with hosts
Jon Johnson:https://www.linkedin.com/in/jonwilliamjohnson/
Kristi Faltorusso:https://www.linkedin.com/in/kristiserrano/
Josh Schachter:https://www.linkedin.com/in/jschachter/
👉Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter athttps://blog.update.ai/
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Unchurned is presented by UpdateAI
About UpdateAI
At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.
