Speaksee combines accessibility technology, hardware and software. That creates a customer journey with different products, use cases, onboarding needs and operational signals.
My role is to own the CX structure across support, product and operations at head-of-CX level, reporting directly to the COO.
The challenge.
Customer context becomes weaker when data, support activity, product behaviour and ownership live in separate places. The goal was not merely to improve ticket handling, but to build a shared operating system around the customer journey.
The approach.
Establish a shared customer source.
Implemented HubSpot as the single source of truth for customer data, aligning support, sales and operations on one platform.
Make journey behaviour measurable.
Built Mixpanel dashboards to identify drop-off points across product segments and support data-driven journey optimization.
Translate signals into workflows.
Designed customer journey maps, health scoring models and churn-reduction workflows across multiple product segments.
Increase capacity without adding headcount.
Expanded self-service infrastructure through FAQ and chatbot workflows, and built a role-based AI onboarding platform for employees, buddies and administrators.
Result.
A more structured CX operation in which customer data, journey analytics, onboarding, support and product feedback reinforce one another. Support capacity scaled without adding headcount, while cross-team decisions gained a clearer customer context.