Thibaut Lataillade

GVP at Gartner Digital Markets

[Thibaut Lataillade @thdelataillade]

https://t.co/Ui8c0wdimT

[Thibaut Lataillade @thdelataillade]

https://t.co/INeoZLl1vN

[Thibaut Lataillade @thdelataillade]

A10: Powerful experiences where we'll be able to anticipate customer needs without having to ask! #BizapaloozaChat

[GetApp @GetApp]

A9: Switching to an online customer experience strategy quickly was a key factor to the success of many businesses in 2020, and software helped them accomplish that by increasing customer loyalty and helping temper customer expectations. #BizapaloozaChat

[Thibaut Lataillade @thdelataillade]

@Bizapalooza You should have asked “is there anything that didn’t change in the last decade”? #BizapaloozaChat

[Thibaut Lataillade @thdelataillade]

A9: At @GetApp, Customer Service is the New Marketing! #BizapaloozaChat

[Thibaut Lataillade @thdelataillade]

A8: At @GetApp we are testing a Virtual Assistant powered by NLP. It's promising but the key challenge is to ensure it understands >90% of the intent which is not so easy! When a user types “teams”, do they mean Microsoft Teams or “how to build great teams” or… #BizapaloozaChat

[Thibaut Lataillade @thdelataillade]

@DIYMarketers @SmallBizOpinion We do! And our sister company https://t.co/TsaiiMCCog does it with more than 100 software advisors!

[Thibaut Lataillade @thdelataillade]

A7: AI can help deliver personalized experiences anywhere through automated workflows, optimizing availability and data access #BizapaloozaChat

[GetApp @GetApp]

A6: Testing, testing, testing. And constant user feedback. #BizapaloozaChat

[Thibaut Lataillade @thdelataillade]

A6: We’re constantly testing and tweaking to ensure our product helps users reach their goal #BizapaloozaChat

[Thibaut Lataillade @thdelataillade]

A5: In the first years of building @GetApp, we relied a lot on word of mouth and we’ve been able to acquire one of our key customers through a chat between a prospect and a customer! #BizapaloozaChat

[Thibaut Lataillade @thdelataillade]

@strategystew Companies that invested in technology during Covid not only better managed the crisis but also set their path to success when back to business! #BizapaloozaChat

[Thibaut Lataillade @thdelataillade]

A4: Going above and beyond and exceeding my expectations as a customer. For @GetApp, it means becoming the TripAdvisor of software search and reviews #BizapaloozaChat

[Bizapalooza @Bizapalooza]

Did you know? Satisfied clients resulted in a 30% increased profitability for a business as they were 80% more likely to renew the services. Source: @helpscout #businesstips #smallbusiness #entrepreneurship #customerexperience #growth #BizapaloozaChat

[Thibaut Lataillade @thdelataillade]

@DIYMarketers @MsBehavior @Bizapalooza Check on https://t.co/4tocjAmm4L!! :)

[Thibaut Lataillade @thdelataillade]

A3: Tech can help provide a great customer experience consistently and even anticipate needs with the help of AI. We're using AI to power our software recommendations and it’s working great #BizapaloozaChat

[Thibaut Lataillade @thdelataillade]

A2: A great experience is memorable and makes customers coming back, while a good one is simply keeping them satisfied #BizapaloozaChat

[Thibaut Lataillade @thdelataillade]

@DIYMarketers @GetApp Sure, there's a balance to find between time on site and time to convert to the next best action! #BizapaloozaChat

[Thibaut Lataillade @thdelataillade]

A1: At @GetApp, we measure customer satisfaction via site engagement. The more users stay and interact with our tools, the better. So we spend a LOT of time and resources improving it. We do a lot of user research and interviews to collect user satisfaction data
#BizapaloozaChat