In this episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with Mohan Mannava, a seasoned expert in AI, machine learning, and data science, to dive deep into how these technologies transform customer experience. Mohan shares practical examples from his experience at Upwork and SiriusXM, highlighting how AI can boost personalization, streamline business processes, and drive customer retention. You’ll walk away with actionable insights into how data and AI can deliver real business value while maintaining a human touch.

About the Guest

Mohan is an accomplished leader in Customer Analytics and Insights. He currently heads the function at Upwork within the CX organization. With over 12 years of extensive experience spanning the financial services, technology, and consulting sectors, Mohan has honed his expertise in Data Analytics and Insights.

Throughout his career, Mohan has built decision-making systems and solutions that address complex customer problems and drive product innovation. His role at Upwork allows him to leverage data to uncover critical insights, shaping strategies that enhance customer experiences and business outcomes.

Mohan’s passion for utilizing data to solve real-world problems and his commitment to driving product innovation make him a valuable asset to any organization. His deep understanding of customer behavior and market trends positions him as a thought leader in the CX space, continually striving to elevate customer experience standards through data-driven insights.

Relevant Links

https://www.linkedin.com/in/mohankrishnamannava

The Top 3 Key Learnings

1. AI and Hyper-Personalization: AI enables hyper-personalized experiences by tailoring content and interactions based on customer preferences and behavior, significantly improving retention and satisfaction.
2. Connecting CX Metrics to Business Outcomes: Companies must track CX metrics like NPS and tie them back to revenue, customer retention, and business value.
3. Balancing Technology with Human Empathy: While AI can streamline and optimize customer service, maintaining a human touch is critical to ensuring empathy and meaningful connections with customers.

Top 3 Quotes

1. "The key to exceptional customer experience isn’t just about having the most advanced technology; it’s about finding the perfect balance between technological innovation and human empathy."
2. "AI and machine learning can help us understand what drives customer retention or churn and allow businesses to focus on what needs improvement for meaningful outcomes."
3. "Behind every data point is a real person with real emotions and real needs. We should let AI augment human capabilities, not replace them."

Chapters

00:00 Introduction and Guest Presentation

02:30 Values and Drivers

04:02 Role of AI and Machine Learning in Business

06:30 Specific Examples of AI Integration

09:08 Connecting Metrics to Business Outcomes

13:43 Skills for Staying Relevant in CX

18:25 Exciting Trends in AI and ML

21:32 Ethics in AI and ML

25:24 Future of CX and Final Thoughts

29:51 Closing Remarks

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