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Can you tell us more about the company’s next step in a series of business development initiatives to support global customer success and continue to scale the company worldwide? Customers are incredibly important to Pyramid Analytics. Yet, to deliver the best service and experience across different geographies, the inner workings of the business should continue to improve. Tis will require changes in the form of better join-up and alignment across teams on a grander scale. To do this, Pyramid currently uses the Pyramid Decision Intelligence Platform, which has created a data- sharing culture and given every team a 360 view of the business to ensure strategies and decisions are well-informed. In the coming months, though, Pyramid Analytics is heading for
better team alignment throughout every department to ensure that customer success strategies are optimised across regions. Additionally, Pyramid Analytics is looking to expand its customer bases and partnerships across the retail and supply chain sectors. In turn, this opens up a fairly untapped customer base across DACH, EMEA and NA, meaning the customer success team will focus on and establish personalised processes for each customer across those verticals.
How do you plan to build out a successful customer success program? Currently, the customer success team at Pyramid Analytics hasn’t adopted AI technologies to the extent it could. With customers’ forward-looking stance where technology is taking a more significant role in day-to-day business, they require increasingly more attention from organisations than ever before. Customer success teams must keep up with shiſting demands and roll out AI technologies to predict which customers wish to expand their relationship and which customers have issues preventing expansions. Leveraging AI will help customer success teams globally have
a complete view of the customer’s journey and their level of engagement. From onboarding to ongoing services, AI can focus on the granular aspects of every customer relationship to build better connections. Integrating AI into customer success will also automate critical processes and personalise product development for every client, helping to remove any blockers to customer success growth. Adopting AI is crucial for a better customer success story.
What is the primary mission of the team? Te primary mission of the customer success team at Pyramid depends on the stage of the customer journey. Te Pyramid Analytics’ customer success team aims to add value to every partnership by delivering on time and within budget in the adoption phase. Tis requires working across the sales and customer success teams in unison to ensure timelines are clear and that adoption phase strategies are put in place so that they can be repeated when bringing on more customers. Beyond the adoption phase, the central mission of the team shiſts to
building better and stronger relationships with customers to support adoption. Tis is the primary mission as, once onboarded, it is
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important to avoid leaving customers high and dry. To make sure customers are using the platform effectively, the Pyramid team connects with customers to work towards them receiving the relevant training and certification. Tis ensures that customers’ initial use cases are fulfilled, and they are able to identify new areas where the platform can be deployed at any stage of their journey with us.
What makes a successful customer journey and how do you drive customer satisfaction? From the point of sale and the onboarding period every team must be tied together. Across professional services, support teams and customer success teams, there must be consistent collaboration to ensure it all joins up. Doing so will benefit the customer. Knowing the customers’ experiences on all fronts of the business is vital to understanding problems and how to overcome them in the best way possible. Not only does successful join-up make for a successful customer
journey, but metrics are also key. Customer success is sometimes of secondary importance in an evolving digital world but in reality, metrics and data should be leveraged at every point of a customer’s journey. Hiccups and problems on a more granular level will be identified quickly and can be remedied in good time. Tis will make for a better customer journey which may not always be smooth, but when issues arise, customer success teams are able to respond.
Can you tell us what will be the next major innovation in analytics and why? Data analytics is oſten viewed as an exclusive space where data analysts are the only ones allowed in. Yet, this really can’t continue with more businesses placing a greater need on data-backed decisions. With this in mind, the next innovation will be Decision Intelligence which applies AI across Data Prep, Business Analytics, and Data Science. Tese functions get rid of the desertification of senior decision-makers and non-technical users when it comes to analytics and in turn help to create a business based on data and informed decisions. Tere will be a move away from traditional business intelligence
tools such as Qlik and Tableau and a move towards Decision Intelligence so that businesses can get the most out of their data. Decision Intelligence is a business discipline that combines augmented analytics, AI and machine learning, and data exploration in order to simplify complex problems and guide and accelerate decision-making. Decision Intelligence allows for better and faster decisions across companies, which are needed more than ever. Te transformational potential it delivers is incredibly captivating, as any user with any ability will be able to access data- driven insights. One of the biggest shiſts will be in the application of Decision
Intelligence to SAP, helping users overcome the difficulties of carrying out analytics in SAP. Te capabilities of Decision Intelligence mark a turning point in analytics and that is why I believe it will be the next innovation in analytics.
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