"No Surprises on Match Day" — Building CX as a Revenue Engine | Ritu Bain скачать в хорошем качестве

"No Surprises on Match Day" — Building CX as a Revenue Engine | Ritu Bain

Customer experience isn't just a department. It's a revenue strategy. Ritu Bain is the Senior Vice President of Revenue at Magnifi — an AI-powered sports production company whose technology powers real-time highlights for the live matches. What makes Ritu's approach different? She integrated sales, marketing, operations, and customer success into one unified revenue engine. At Magnifi, CX isn't reactive — it's mission critical. In this episode, we cover: → Why customer experience should be part of your GTM from day one → The "one door" policy: why customers should never knock on multiple doors → How to spot churn signals before it's too late → Why NPS is just a snapshot — and what really tells the story → Hiring for context, not just technical skills → How trust leads to expansion (and referrals) Ritu's mantra? "No surprises on match day." If you're a founder building your CX function — or wondering why your customers aren't expanding — this one's for you. 🔔 Subscribe for more conversations with CX leaders who are doing things differently. ⏱️ TIMESTAMPS: 00:00 - Introduction 01:15 - What Magnifi does & who their customers are 03:45 - How CX was built into the GTM from day one 06:20 - The "one door" policy for customer support 09:30 - Understanding cultural nuances across global customers 12:15 - "No surprises on match day" — the core CX philosophy 15:00 - Why NPS is just a snapshot 18:30 - CX as a revenue driver: retention, trust, expansion 22:00 - The role of AI in customer experience 25:15 - Measuring what matters: health scores & churn signals 28:00 - Actionable advice for founders building CX #CustomerExperience #CX #SaaS #B2B #Revenue #StartupAdvice #CustomerSuccess #Retention #AI #SportsTech