Redefining Customer Experience with Empathic AI ft. Andrei Negrau & Chad Horenfeldt (Siena AI)

#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/

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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.