SaaStr Annual 2024: How to Uplevel Your Customer Experience with AI with Calendy's CPO and Head of User Experience

Customers are demanding more intuitive, value-generating product experiences. Teams are rushing to deliver them at warp-speed with the availability of AI and an influx of data. By 2025, 95% of SaaS providers will have a PLG GTM strategy for new customer acquisition. How can companies navigate these demands in a smart, effective way to best serve customers as the AI boom and attraction of a product-led growth model turns SaaS on its head?

1. WHAT'S REALLY WORKING IN B2B AI How to Uplevel the Customer Experience with Practical AI Stephen Hsu Chief Product Officer Jess Clark Head of User Experience

2. Current climate

3. Amid the AI boom, how can you effectively navigate these demands to best serve your customers?

4. The three big things Prioritization Prioritize the problems that matter to your customer Experience Instill confidence throughout the entire customer experience Guardrails Be aware of things that impact the business

5. Prioritize the problems that matter to your customer Improve the productivity of users Fast track their personalization Solve a frequent use case

6. Using AI to glean VoC insights/data faster to build features that are tailored to their needs AI-powered call summaries, tailored categorizations for reporting, and identifying solutions for user problems.

7. Instill confidence through the entire user experience Visible when it matters and invisible when it doesn’t Integrated seamlessly, not a parallel experience Clear on what can be done and what can’t be done Easy for users to achieve what they set out to achieve

8. Research shows that 86% of customers will remain loyal when products provide onboarding and continuous education.

9. It’s an organization-wide effort

10. Be aware of things that impact the business Add significant enough value that the user wants to upgrade Be cost-aware Optimize performance and data quality Unify users data across multiple systems into a single engagement layer Value Data Users Cost

11. Define clear metrics Make changes often Feedback, feedback, feedback Measure success and adapt along the way

12. The three big things Prioritization Prioritize the problems that matter to your customer Experience Instill confidence throughout the entire customer experience Guardrails Be aware of things that impact the business

13. Thank you!

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