Chapter 13 (A): How marketing impacts Customer Experience in B2B Saas?
In this episode, Tanuj and NK are joined by Neal Dlin, Chief Human Experience Officer at Chorus Tree and they are talking about Maslow’s Hierarchy Of Needs and its impacts on Human Experience.
Neal Dlin is a veteran practitioner and thought leader in the areas of human experience, both customers and employees as well as a sought-after authority on customer service/contact centers. With over 20 years of experience across multiple industries, leading brands, and digital start-ups, he has proven expertise in service strategy development, employee and customer journey design, contact center operations, and organizational transformation.
An enthusiastic leader and a product owner, Tanuj specialize in driving product vision while creating product roadmaps and ensures the priority of high-value requirements in every release to meet and exceed customer expectations. Steering scrum team in daily standups, sprint planning, backlog refinement, sprint demos, and retrospectives, Tanuj values face-to-face communication to collaborate across departments to achieve company goals. He is a futurist, with expertise in identifying opportunities and risk implications of emerging business and technology trends and commercializing promising opportunities.
NK is a passionate Customer Experience Evangelist, a blogger, and an influencer with an overall work experience of over 18 years. He has previously worked with multinational brands like Microsoft, Tesla, Iron Mountain, Autodesk, McKinsey, Fandango, Sequoia, MGM, Verizon, Hulu, and many more and has exposure to multiple segments such as Automobile, Health Care, Retail, B2B, B2C, K12, and Other Education sectors. He has successfully managed complex platform transition, technology implementations, scripting to data processing and has taken leadership roles to optimize processes, increase the level of quality deliverables and increase overall client satisfaction.