customer experience
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If you think about the traditional hotel business, there hasn’t been a ton of innovation. You mostly still stand in a line to check in, and sometimes even to check out. You let the staff know about your desire for privacy with a sign on the door. Mews believes it’s time to rethink how hotels work in a more modern digital context, especially on the administrative side, and today it announced a $33 million Series B led by Battery Ventures.
When Mews founder Richard Valtr started his own hotel in Prague in 2012, he wanted to change how hotels have operated traditionally. “I really wanted to change the way that hotel systems are built to make sure that it’s more about the experience that the guest is actually having, rather than facilitating the kind of processes that hotels have built over the last hundred years,” Valtr told TechCrunch.
He said most of the innovation in this space has been in the B2C area, using Airbnb as a prime example. He wants to bring that kind of change to the way hotels operate. “That’s essentially what Mews is trying to do. [We want to shift the focus to] the fundamental things about why we love to travel and why people actually love to stay in hotels, experience hotels, and be cared for by professional staff. We are trying to do that in a way that that actually delivers a really meaningful experience and personalized experience to that one particular customer,” he explained.
For starters, Mews is a cloud-based system that automates a lot of the manual tasks, like room assignments that hotel staff at many hotels often still have to handle as part of their jobs. Valtr believes by freeing the staff from these kinds of tedious activities, it enables them to concentrate more on the guests.
It also offers ways for guests and hotels to customize their stays to get the best experience possible. Valtr says this approach brings a new level of flexibility that allows hotels to create new revenue opportunities, while letting guests choose the kind of stay they want.
From a guest perspective, they could by-pass the check-in process altogether, sharing all of their registration details ahead of time and getting a pass code sent to their phone to get into the room. The system integrates with third-party hotel booking sites like Booking.com and Expedia, as well as other services, through its open hospitality API, which offers lots of opportunities for properties to partner with local businesses.
The company is currently operating at 1,000 properties across 47 countries, but it lacks a presence in the U.S. and wants to use this round to open an office in NYC and expand into this market. “We really want to attack the U.S. market because that’s essentially where most of the decision makers for all of the major chains are. And we’re not going to change the industry if we don’t actually change the thinking of the biggest brands,” Valtr said.
Today, the company has 270 employees spread across 10 offices around the world. Headquarters are in Prague and London, but the company is in the process of opening that NYC office, and the number of employees will expand when that happens.
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There are few topics as hot right now in the enterprise as customer experience management, that ability to collect detailed data about your customers, then deliver customized experiences based on what you have learned about them. To help understand the challenges companies face building this kind of experience, we are bringing Segment CEO Peter Reinhardt to TechCrunch Sessions: Enterprise on September 5 in San Francisco (p.s. early-bird sales end this Friday, August 9).
At the root of customer experience management is data — tons and tons of data. It may come from the customer journey through a website or app, basic information you know about the customer or the customer’s transaction history. It’s hundreds of signals and collecting that data in order to build the experience where Reinhardt’s company comes in.
Segment wants to provide the infrastructure to collect and understand all of that data. Once you have that in place, you can build data models and then develop applications that make use of the data to drive a better experience.
Reinhardt, and a panel that includes Qualtrics’ Julie Larson-Green and Adobe’s Amit Ahuja, will discuss with TechCrunch editors the difficulties companies face collecting all of that data to build a picture of the customer, then using it to deliver more meaningful experiences for them. See the full agenda here.
Segment was born in the proverbial dorm room at MIT when Reinhardt and his co-founders were students there. They have raised more than $280 million since inception. Customers include Atlassian, Bonobos, Instacart, Levis and Intuit .
Early-bird tickets to see Peter and our lineup of enterprise influencers at TC Sessions: Enterprise are on sale for just $249 when you book here; but hurry, prices go up by $100 after this Friday!
Are you an early-stage startup in the enterprise-tech space? Book a demo table for $2,000 and get in front of TechCrunch editors and future customers/investors. Each demo table comes with four tickets to enjoy the show.
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Managing your customers has changed a lot in the past decade. Out are the steak dinners and ballgame tickets to get a sense of a contract’s chance at renewal, and in are churn analysis and a whole bunch of data science to learn whether a customer and their users like or love your product. That customer experience revolution has been critical to the success of SaaS products, but it can remain wickedly hard to centralize all the data needed to drive top performance in a customer success organization.
That’s where Catalyst comes in. The company, founded in New York City in 2017 and launched April last year, wants to centralize all of your disparate data sources on your customers into one easy-to-digest tool to learn how to approach each of them individually to optimize for the best experience.
The company’s early success has attracted more top investors. It announced today that it has raised a $15 million Series A led by Vas Natarajan of Accel, who previously backed enterprise companies like Frame.io, Segment, InVision, and Blameless. The company had previously raised $3 million from NYC enterprise-focused Work-Bench and $2.4 million from True Ventures. Both firms participated in this new round.
Catalyst CEO Edward Chiu told me that Accel was attractive because of the firm’s recent high-profile success in the enterprise space, including IPOs like Slack, PagerDuty, and CrowdStrike.
When we last spoke with Catalyst a year and a half ago, the firm had just raised its first seed round and was just the company’s co-founders — brothers Edward and Kevin Chiu — and a smattering of employees. Now, the company has 19 employees and is targeting 40 employees by the end of the year.

In that time, the product has continued to evolve as it has worked with its customers. One major feature of Catalyst’s product is a “health score” that determines whether a customer is likely to grow or churn in the coming months based on ingested data around usage. CEO Chiu said that “we’ve gotten our health score to be very very accurate” and “we have the ability to take automated action based on that health score.” Today, the company offers “prefect sync” with Salesforce, Mixpanel, Zendesk, among other services, and will continue to make investments in new integrations.
One high priority for the company has been increasing the speed of integration when a new customer signs up for Catalyst. Chiu said that new customers can be onboarded in minutes, and they can use the platform’s formula builder to define the exact nuances of their health score for their specific customers. “We mold to your use case,” he said.
One lesson the company has learned is that as success teams increasingly become critical to the lifeblood of companies, other parts of the organization and senior executives are working together to improve their customer’s experiences. Chiu told me that the startup often starts with onboarding a customer success team, only to later find that C-suite and other team leads have also joined and are also interacting together on the platform.
An interesting dynamic for the company is that it does its own customer success on its customer success platform. “We are our own best customer,” Chiu said. “We login every day to see the health of our customers… our product managers login to Catalyst every day to read product feedback.”
Since the last time we checked in, the company has added a slew of senior execs, including Cliff Kim as head of product, Danny Han as head of engineering, and Jessica Marucci as head of people, with whom the two Chius had worked together at cloud infrastructure startup DigitalOcean.
Moving forward, Chiu expects to invest further in data analysis and engineering. “One of the most unique things about us is that we are collecting so much unique data: usage patterns, [customer] spend fluctuations, [customer] health scores,” Chiu said. “It would be a hugely missed opportunity not to analyze that data and work on churn.”
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Adobe’s Customer Experience Platform provides a place to process all of the data that will eventually drive customer experience applications in the Adobe Experience Cloud. This involves bringing in vast amounts of transactional and interactional data being created across commerce platforms. This process is complex and involves IT, applications developers and data scientists.
Last fall, the company introduced a couple of tools in beta for the last group. Data scientists need familiar kinds of tools to work with the data as it streams into the platform in order to create meaningful models for the application developers to build upon. Today, it made two of those tools generally available — Query Service and Data Science Workspaces — which should go a long way toward helping data scientists feel comfortable working with data on this platform.
Ronell Hugh, group manager at Adobe Experience Platform, says these tools are about helping data scientists move beyond pure data management and getting into deriving more meaningful insights from it. “Data scientists were just bringing data in and trying to manage and organize it, and now we see that with Experience Platform, they are able to do that in a more seamless way, and can spend more time doing what they really want to do, which is deriving insights from the data to be actionable in the organization,” Hugh told TechCrunch.
Part of that is being able to do queries across the data sets they have brought into the platform. The newly released Query Service will enable data scientists and analysts to write queries to understand the data better and get specific answers based on the data faster.
“With Query Service in Adobe Experience Platform, analysts and data scientists can now poll all of their data sets stored in Experience Platform to answer specific cross-channel and cross-platform questions, faster than ever before. This includes behavioral data, as well as point-of-sale (POS), customer relationship management (CRM) and more,” the company wrote in a blog post announcing the new tool.
In addition, the company made the Data Science Workspace generally available. As the name implies, it provides a place for data scientists to work with the data and build models derived from it. The idea behind this tool is to use artificial intelligence to help automate some of the more mundane aspects of the data science job.
“Data scientists can take advantage of this new AI that fuels deeper data discovery by using Adobe Sensei pre-built models, bringing their existing models or creating custom models from scratch in Experience Platform,” the company wrote in the announcement blog post.
Today, it was the data scientists’ turn, but the platform is designed to help IT manage underlying infrastructure, whether in the cloud or on premises, and for application developers to take advantage of the data models and build customer experience applications on top of that. It’s a complex, yet symbiotic relationship, and Adobe is attempting to pull all of it together in a single platform.
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We’re less than two months out from our first TC Sessions: Enterprise event, which is happening in San Francisco on September 5, and did you know our buy-one-get-one-free sale ends today too! Among the many enterprise and startup executives that’ll join us for the event is Qualtrics’ Julie Larson-Green. If that name sounds familiar to you, it’s most likely because you remember her from her 25 years at Microsoft. After a successful career in Redmond, Larson-Green left Microsoft in 2017 to become the chief experience officer at SAP’s Qualtrics .
In that role, she’s perfect for our panel about — you guessed it — experience management.
Larson-Green joined Microsoft as a program manager for Visual C++ back in 1993. After moving up the ladder inside the company, she oversaw the launch of Windows 7 and became the co-lead of Microsoft’s hardware, games, music and entertainment division in 2013. At the time, she was seen as a potential replacement for then-CEO Steve Ballmer .
Later, during a period of reshuffling at the company in the wake of the Nokia acquisition, she became the chief experience officer of Microsoft’s Applications and Services group.
Larson-Green joined Qualtrics before it was acquired by SAP for $8 billion in cash. Qualtrics offers a number of products that range from customer experience tools to brand tracking and ad testing services, as well as employee research products for gathering feedback about managers, for example. At the core of its product is an analytics engine that helps businesses make sense of their employee and customer data, which in turn should help them optimize their customer experience scores and reduce employee attrition rates.
Our buy-one-get-one-free ticket deal ends today! Book a ticket for just $249 and you can bring a buddy for free. Book here before this deal ends.
We’re still selling startup demo tables, and each package comes with four tickets. Learn more here.
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Events have increasingly become an important channel in the marketing mix, despite how notoriously “impossible” it is to measure the ROI, or return on investment. When people show up to your event, they are willingly giving you their attention for hours on end – not trying to avoid attention-grabbing ads.
A well produced experience provides a great way to reach outside of your existing networks, build a pipeline of new customers, transform existing customers into superfans, and position your brand as a thought leader. In 2017, only 7% of marketers said that events were their most important marketing channel. Last year, that number rose to 41% according to a survey done by Bizzabo.
As the founder of Happily, the largest network of event producers in the United States, I’ve had backstage access to thousands of events – some wildly successful like TED and others that didn’t ever get traction in building an engaged community.
What has defined the successful ones?
The experiential marketing industry has long struggled to measure success in a meaningful way. They propose all the same KPIs (key performance indicators), but rarely do those KPIs provide a benchmark to determine if an event is successful or give marketers the ability to tell what worked and what didn’t. They especially fall down when customers aren’t won until months after an event.
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Three million dollars. That’s the largest amount of money I’ve ever walked away from in terms of a customer contract that I decided we shouldn’t take.
It sucked. It was, at the time, more than half of the total amount of funds we had raised and it also represented just a shade more than the previous year’s revenue. It was a Fortune 500 company and the market leader in their industry. This was pocket money to them — which was part of the problem.
Good entrepreneurs spend a lot of time worrying about customers. We worry about the customers we have, the ones we don’t have, the ones we lost, and the ones we’re in danger of losing. We worry so much about where the next customer is going to come from that we never think twice about whether we should take on, or keep, a customer that’s more trouble than they’re worth.
As entrepreneurs, we need to be unflinchingly customer-first. We are the drivers, but the customers are holding the map. We should spend copious amounts of time listening, usually through data, to figure out our next move. We should know the risks when we go off-road, not only the setbacks that come with making the wrong choice, but the fact that we’ll hear about it from all sides until we right the ship.
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Celonis created the idea of process mining, the act of automating the understanding and improvement of internal processes. But understanding the process in and of itself only gets you so far. Ultimately, companies need to use that information to improve the customer experience, and a new operational layer announced today could help them do that.
When we think about managing the customer experience, we tend to look at the consumer-facing app or the website. If that isn’t working right, or there is unnecessary friction in the buying process, then you can lose the customer.
But Celonis co-CEO and co-founder Alexander Rinke says that eliminating friction at the front end of the process is only part of the equation. If there is a problem anywhere in the delivery system, from the manufacturer or warehouse to back-end systems, then that kind of friction can be just as problematic, he says.
“Where process mining really helps is it reveals where there’s friction. The biggest challenge companies face is that there’s a ton of operational friction. Things get stuck. Things get delivered late. Customer promises get broken,” he said.
Part of what makes Amazon work so well isn’t just that customers can easily place orders on a website or app, but also that Amazon has figured out how to pick the order and get it to the customer in the promised amount of time. If there were any delays in that process, people wouldn’t gravitate toward Amazon as much as they do.
But most companies don’t have the operational excellence of Amazon, and that’s where Celonis thinks it can help — by identifying the bumps in the operational road and finding ways to smooth those out in an automated fashion. “Initially, we sold a product for discovery, laying the land, understanding what’s going on in complex companies. And now we see more and more companies moving into operationalizing these insights, so acting on them, fixing things that are broken, and wanting to automate these fixes,” Rinke explained.
The company’s answer to this is the beta of Workflow Engine, a tool that is designed to help companies improve that operational flow. As it describes it, “The no-code, point-and-click workflow allows business analysts to arrange process steps and connect process flows across systems.” It includes templates out of the box for common tools like SAP, Oracle, Salesforce.com, ServiceNow, Jira, etc.
He says as an example, a company may have switched to electronic payments, but it’s finding customers aren’t moving with them. They can use the tool to identify those customers and offer a discount on their next order if they pay electronically without bothering the folks who are already doing it.
The company also announced a new tool to help connect easily to SAP systems. As Rinke points out, there are hundreds of these systems running the back end (finance, inventory, HR, etc.) at companies all over the world. It’s not always easy to connect to them because of their age and complexity.
To that end, the company revealed it has bought Banyas, a tool designed to help automate workflow from SAP systems, and one that should fit in nicely with the company’s vision to automate and understand process flows across large organizations.
Celonis was founded in 2011. Today it has more than 700 employees, and has raised almost $78 million.
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Today, Zendesk announced it has hired three new executives — Elisabeth Zornes, former general manager of global support for Microsoft Office, as Zendesk’s first chief customer officer; former Adobe executive Colleen Berube as chief information officer and former Salesforce executive Shawna Wolverton as senior vice president, product.
The company emphasized that the hirings were about expanding the executive suite and bringing in top people to help the company grow and move into larger enterprise organizations.
From left to right: Shawna Wolverton, Colleen Berube and Elizabeth Zornes
Zornes comes to Zendesk with 20 years of experience at Microsoft working in a variety of roles around Microsoft Office. She says that what attracted her to Zendesk was its focus on the customer.
“When I look at businesses today, no matter what size, what type or what geography, they can agree on one thing: customer experience is the rocket fuel to drive success. Zendesk has positioned itself as a technology company that empowers companies of all kinds to drive a new level of success by focusing on their customer experience, and helping them to be at the forefront of that was a very intriguing opportunity for me,” Zornes told TechCrunch.
New CIO Berube, who comes with two decades of experience, also sees her new job as a chance to have an impact on customer experience and help companies that are trying to transform into digital organizations. “Customer experience is the linchpin for all organizations to succeed in the digital age. My background is broad, having shepherded many different types of companies through digital transformations, and developing and running modern IT organizations,” she said.
Her boss, CEO and co-founder Mikkel Svane, sees someone who can help continue to grow the company and develop the product. “We looked specifically for a CIO with a modern mindset who understands the challenges of large organizations trying to keep up with customer expectations today,” Svane told TechCrunch.
As for senior VP of product Wolverton, she comes with 15 years of experience, including a stint as head of product at Salesforce. She said that coming to Zendesk was about having an impact on a modern SaaS product. “The opportunity to build a modern, public, cloud-native CRM platform with Sunshine was a large part of my decision to join,” she said.
The three leaders have already joined the organization — Wolverton and Berube joined last month and Zornes started just this week.
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There is a prevailing belief that the magic formula for early-stage tech startups hinges on how quickly they achieve $1 million in annual recurring revenue (ARR). Investors in SaaS companies, in particular, are very guilty of pushing this or its equally loaded corollary, “When will you sign your first six-figure deal?”
But in the rush toward these numbers, too many startups lose sight of their primary intent: These metrics are supposed to be an indicator of product/market fit. We’ve seen companies reach $1 million in ARR in less than a year, yet not have enough market momentum to get their next million easily. We’ve seen early-stage companies so concerned about getting those first sales, they don’t validate the market and if they’re building the right product. We’ve also watched a focus on new logos make companies forget about keeping existing customers happy, introducing unexpectedly high churn — something startups can’t afford.
Those first customers and that first million are supposed to be the bedrock on which the rest of the business grows. Founders must constantly ask what they’re learning about their market, product and go-to-market approach — in that order! — so the business becomes a flywheel.
Revenue is a lagging indicator of sales success, so must likewise be prioritized accordingly. That’s not to say revenue isn’t vitally important and that there isn’t a great deal of urgency to it, but focusing on it too much too early can mask big problems that will hurt startups later when the stakes are higher.
Here are a few lessons we’ve learned by watching our early-stage companies go through this crucial phase. Every early-stage company needs to do them well.
We talk about product and knowing customers a lot, but that is insufficient. Startups must understand the market, as well. How do customers do this today? Is there urgency around the problem? What is the community saying? An early investor in PagerDuty went onto Reddit and Quora and just looked at who people were talking about. It made his decision easy.
To be really successful, it is as important to understand market dynamics as it is to deliver a great product. This also helps zero in on all the aspects of your ideal customer profile; it needs to be more specific than you think! This also then helps qualify customers for future sales.
Elevate Security stood out in their super-crowded security space because they carved out a unique position around people-powered security. They used their early sales process to carefully qualify who would help them best develop their products. Their first product got shout-outs on social media from users who loved it — a rare occurrence in security — and were indicators they had found good initial customers and were creating something unique.
You’ll always find smart people saying, “I love what you’re doing.” Some things are so broken even a mediocre improvement is worth a change. But this is why revenue can be a false indicator for scalable success: Founders find enough early adopters to get that first million, which leads them to believe the product is enough. The company starts chasing more revenue, not investing in a product-based growth engine. If sales keeps hitting their numbers, everyone believes things are fine. Until they’re not. And then it’s usually a really heavy lift, with 6-12 months of product, sales or team upgrades.

What startup doesn’t want a growth curve like this? Zoom had triple-digit growth for the last four years in a crowded, mature video conferencing category. Janine Pelosi, Zoom’s head of marketing, said the reason they were so successful before and after she arrived was they have a great product. It’s reliable, easy to use, and the founder, Eric Yuan, was selling it every day. Yuan knew the market really well coming out of Webex, and always touching customers meant he could adjust company strategy accordingly. Zoom embodied the real magic formula: know your market + build great product.
Customer satisfaction is simple: It comes from the perception that people get value from their purchase; it’s much less about how much they paid. It’s also always cheaper to make an existing customer happy than it is to acquire a new one, so make sure even in the early days that you’re investing in making current customers happy advocates.
Aquabyte uses computer vision to identify sea lice in the $160 billion aquafarming market. When they showed customers FreckleID (think facial recognition for fish) to uniquely identify fish in a pen of 200,000, fish farmers loved the idea. The price they were willing to pay was 3x what the CEO thought possible. They’re likewise investing heavily in making sure their initial customer is successful with the product and are delighting them in unexpected ways (handwritten holiday cards). They have more prospects in their pipeline than they have capacity, which means they don’t need to expand sales to grow revenue fast.
Your startup may have the coolest tech, be in the biggest market and have the smartest team. No matter what your board says, remember revenue is NOT the primary indicator; it is simply an indicator. To become a breakout success, you need to read the tea leaves of all aspects of your market and build a product and customer experience that is truly superior.
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