Inside Clarabridge: CX Leaders Speak Out

By: Elizabeth Clor

March 10, 2016

Tags:
C3
C3 Europe 2016
C316
CEM Programs
customer experience
customer experience management
cx

Last week, we announced two new executive hires, Ram Ramachandran, who serves as SVP of Engineering, and Ines Thornburg, who serves as SVP of Global Professional Services. Ram and Ines will help to continue the strong growth that Clarabridge has seen in recent months under the leadership of CEO Yuchun Lee.

Our Sentiments team had a chance to catch up with both executives and get their perspectives on Clarabridge, CX, and technology.

Sentiments: Why do you think businesses should invest in technology?
Ram: Businesses succeed and grow when they break out of the status quo and constantly increase the value they provide to customers. They can often provide that value through the innovative use of technology. Technology has transformed the way we work and interact with each other, and finding optimal ways to harness it is in the best interests of businesses.

Sentiments: How can a technology investment help a company’s bottom line?
Ram: Technology needs to create efficiencies. Advances in computing power, the proliferation of mobile devices, and cloud as a medium for frictionless access to huge amounts of data can all help businesses make informed decisions in real time. This is a necessity in today’s competitive business climate.

Sentiments: What excites you most about the Clarabridge platform?
Ram: For every business, the #1 criteria for success is their ability to attract and retain customers. Clarabridge’s platform provides an innovative way to harness huge amounts of customer feedback, synthesize that information, and provide insights that can help businesses improve their relationships with customers. From a technical standpoint, the ability to ingest large volumes of data, categorize it in business-friendly terminology, and analyze sentiment (understanding context and language-specific nuances), to provide actionable insight is extremely compelling.

Sentiments: What is your top priority when it comes to serving Clarabridge customers?
Ines: Listening, understanding their pain points, and working with them to drive business value. My goal is to make them them happy Clarabridge customers for life!

Sentiments: You have a strong track record of success helping large companies achieve their goals. What core beliefs do you have about serving customers that have led to your success
Ines:

  • Listen, listen, listen! I never assume that I know what challenges a customer is facing without first listening.
  • Do what you say you will do, and do it well! Make commitments and stand by them.
  • Genuinely care, it matters and shows. I have a passion for helping customers succeed and I’m invested in helping them achieve their goals.

Ram Ramachandran joins Clarabridge after spending 20 years at MicroStrategy, most recently serving as SVP of Product Development. As a founding member of the company’s engineering team, Ram led engineering efforts across all of their product offerings, managing the team through several transformations and helping MicroStrategy achieve a strong position in their market. At Clarabridge, Ram is responsible for the company’s Software Engineering, Cloud Operations and Customer Support groups.

Ines Thornburg comes to Clarabridge from CEB, where she led the Talent Management Solutions’ professional and advisory services business, driving the strategic direction of both teams, while working to integrate several newly acquired companies into the organization. Prior to CEB, she served as Senior Vice President of Global Consulting Services at Software AG. As SVP of Global Professional Services at Clarabridge, Ines leads the services organization, working closely with Clarabridge teams and clients to deliver on the company’s 2016 goals through growing and developing talents within the company. She’s an avid runner and has completed two Marine Corps Marathons.

 


Elizabeth Clor is the Sr. Director of Content Marketing and Communications at Clarabridge. In this role, she is responsible for solidifying Clarabridge’s position in the marketplace as the leading Customer Experience Management (CEM) technology vendor. Elizabeth has 17 years of experience in high-tech marketing and communications, and is a regular contributor to various marketing publications. She holds a B.A. of English from the University of Virginia.

2016-1486_clarabridge_demo_request_cta