Anthony Schrauth, Chief Innovation Officer at Betterment, shares how his customer experience team’s insights inform product decisions and what he’s learned growing his company from 4 to 224 people.
- What is “customer experience” and how is it different than customer support? (5:30)
- How can customer experience teams help product managers make better decisions? (15:30)
- How do customer experience people identify patterns and move the product forward? (16:25)
- What are the most important qualities to look for when hiring for customer experience? (20:30)
- How can companies innovate in highly regulated industries like financial services? (25:30)