Kibo, a leader in cloud commerce, today announced Brian Wilson has joined the company as its Chief Operating Officer. Brian brings more than 20 years of client enablement leadership in enterprise software, as well as extensive experience in building client champions for subscription and SaaS product companies. In his role as COO at Kibo, Brian will oversee customer success, ensuring that Kibo delivers highly personalized end-to-end customer experiences, including out-of-the-box order management and ecommerce, for brands at every level of need. He will also lead in the areas of post-sale implementation and delivery, professional services, support and customer renewals.
“I am thrilled to join the Kibo team because I believe wholeheartedly in the company’s vision to offer the very best in personalized commerce solutions for today’s leading brands,” said Brian. “The future of retail and ecommerce requires every element of the customer experience to be personalized, from the marketing messages and content shoppers see, through to product recommendations, fulfillment options and communication about order status. I look forward to contributing to the success of our clients as we bring the personalized commerce cloud to life in their organizations.”
Prior to joining Kibo, Brian served in multiple roles at Zenoss including both vice president of services and support and SVP of customer success. He most recently served as chief customer officer for Zenoss and was responsible for the full life cycle of customer-facing operations, including professional services, customer support, account management, training and subscription renewals. He also oversaw the company’s marketing, product management and technical operations for SaaS products and corporate IT.
As 80% of customers are more likely to make a purchase when brands offer a personalised experience, personalised CX needs to become the norm for brands.
With the continual evolution of technology, customers expect more from their online and offline shopping experience.
To meet their needs, you need to understand their sentiment towards your brand as well as your competitors.
Businesses can do this by analysing and tracking their online opinions from social media posts and online product reviews.
Analysis of this data will help you make personalisation key as it will help you avoid customer frustrations and make their journey more enjoyable.How do you personalise customer experience?Personalisation through AI and NLPAI and NLP can help personalise your CX by helping you understand and respond appropriately and quickly to your customer’s needs.
For instance, Macy’s used an AI-powered bot to offer real-time responses to customers, merchandise recommendations and personalised offers for a better customer experience.
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