In episode 90, Coffey talks with Sarah Diegnan about the work behind exceptional customer experiences.
They discuss the correlation between the customer journey and customer experience; all the departments that take part in a customer journey; the importance of a customer-centric approach for product development; effective client segmentation; how the user expectations have changed; setting up actionable metrics for engagement; the current role of AI in customer experience and what to expect in the future; and how leaders can adapt the customer journey to enhance employee engagement.
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Sarah Diegnan is ChartHop’s VP of Customer Experience. After leading complex implementations at Acuity Brands, Opower, and Oracle, she brings operational excellence to creating and delivering a world-class customer experience for all of ChartHop’s customers.
She is an expert in leading a customer journey, partnering with customers from the first moments of onboarding through successful execution of all account goals — making sure customers are getting the most out of ChartHop. In addition to her SaaS experience, Sarah was a practicing structural engineer at Skidmore, Owings and Merrill and worked for the commercial real estate developer, Tishman Speyer. Sarah holds a BS in Civil Engineering from Bucknell University, an MS in Structural Engineering from Stanford University and an MBA from UC, Berkeley, Haas School of Business. Sarah lives in San Francisco with her wife and two very active sons.
Sarah Diegnan can be reached at https://www.charthop.com/