2259: Customer Experience Automation Technology Trends With ActiveCampaign

Today's guest is Sameer Kazi, President of ActiveCampaign, who is responsible for guiding the core operations and helping prepare the company for its next growth phase. We discuss how ActiveCampaign is helping businesses grow by scaling their customer experiences and data points from the Customer Experience Automation Impact Report.

I learn how communicating via one channel just won't cut it. All brands still need to be taking an omnichannel approach — 99% of those surveyed agree companies grow faster by using multiple channels beyond email marketing alone, and 93% report using their website as an engagement channel to supplement their email marketing efforts.

We also discuss how CXA + social media is the sweet spot for B2C: Nine in 10 (89%) B2C businesses using CXA also leverage social media to share information with existing and potential customers. We talk about how this omnichannel approach helps improve customer experiences by sending the right message at the time it's going to be best received by existing and potential customers.

Highly relevant communications are critical to a great customer experience: Nearly 80% of CXA users agreed that the technology helps them send highly relevant communications, leading to greater retention and customer acquisition. Customer loyalty depends on whether each buyer feels a brand is speaking directly to them and communicating with them based on their own personal wants and needs.

About Sameer

Sameer is a deeply experienced software executive and operator with global P&L and public company experience helping growth stage & mature SaaS businesses scale revenue and operations. Sameer is also co-founder and Managing Director of Operating Capital, an investment firm focused on helping operating teams at B2B SaaS companies win through capital, operating best practices and by leveraging our global talent and industry network.

Prior to ActiveCampaign, Sameer served as CEO and board member of Cheetah Digital, interim CEO and Executive Chairman at Simply Measured (acquired by Sprout Social), board member at Emarsys (acquired by SAP), and as EVP at Salesforce.com and ExactTarget (acquired by Salesforce in 2013 for $2.5B).