Hi Dan, Can you tell us a bit about Guidde’s founding background?
Guidde was born out of challenges Yoav, my co-founder, and I experienced as product leaders, primarily how to deliver the necessary know-how to customers and partners alike, in order to drive product engagement. We both were dealing with complex products at the time (cybersecurity and machine learning respectively) and have tried anything from walkthrough and push-based solutions, through chatbots and classic documentation to no avail. It was always tons of effort for very little impact. What we saw having the most success was sharing video recordings of demos our field teams were doing with customers and that’s when the a-ha moment struck, to enable that capability inside of products – a sort of YouTube library inside products. Today, we call that Guidde 🙂
How does Guidde fit in the customer experience space?
I think that every software company’s goal is to drive engagement for its products. But in order to do that, they must empower their users with the necessary know-how. Customers today want to get that know-how on their own terms and as fast as they can – we believe that video is the best medium for that, the closest thing to being face-to-face with an instructor and the fastest and easiest to comprehend. Guidde’s platform is a video software enablement solution designed for digital products with the goal of delivering self service customer experience.
How can companies better listen and understand their customer base?
One of the things that we found to be very effective is to open more casual channels with customers – in our case, the tool that we use for that is Slack. Our experience has shown that with dedicated customer channels in Slack, customers tend to converse much more openly and consistently and as a vendor we’re able to receive direct feedback – good and bad, which is fantastic to both sides.
Many companies are currently undergoing digital transformation processes – what are your tips on a successful digital transformation?
I think that my number one tip is to drive a bottoms-up motion in that and enable every employee to contribute to that change. This could be done in the form of assigning line-of-business roles to participate in both defining the transformation but also as change agents inside their specific departments.
What are some CX solutions or tools that you’re keeping your eyes on right now?
Planhat is one tool that several of our customers are using and has been making a lot of ground lately. They’ve done a great job of really streamlining customer measurements together with easy to use tasks and their business model which is account based is super friendly to organizations.
Did you read any interesting books this past summer that you’d like to recommend?
I’ll recommend two books that I read over the past year – Revolt by Nadav Eyal, a really great look at our changing macro environment and predicting many things that we are seeing today such as the situation in Ukraine and even the recent pandemic. For a completely different topic, The Joy of Basketball by Ben Detrick and Andrew Kuo will put a smile on the face of modern basketball fans out there.
Last but not least, what is your favorite CX metric?
To me the number 1 metric from which everything else is derived is Engagement – it’s different for each software product, obviously, but once you’re able to correctly measure it for yours, it should be your North Star.