TECHNOLOGY
44
“ We tried to count on two hands how many brands we loved and would never leave , and we realised we were generally having subpar customer experiences ”
— Vinod Muthukrishnan , CEO & Co-Founder , CloudCherry subpar customer experiences .” Muthukrishna and CloudCherry ’ s other founders saw this as puzzling , given the emphasis placed on customer experience by so many leading brands . “ Like true techies , we believe that there ’ s a software to solve every problem in the world .” Muthukrishna was certain the issue lay with the technology being used to process and analyse customer data , which was resulting in the efforts of companies and the needs of the customer becoming lost in translation . He laughs , “ We naively assumed there was no software that truly helped brands understand the customer experience . Obviously , down the line , we realised that such software was out there , but the problem persisted .” The two issues remaining , they realised , were that the
APRIL 2019