The Velcro Principle: Aligning Values, Leadership, and Reputation In Customer Service with Yoram Baltinester, VP of CS at Trilogy

Generative AI is taking center stage, but is your enterprise still watching from the sidelines? Come on in, and let's fix that! Welcome to Not Another Bot: The Generative AI Show, where we unpack and help you understand the rapidly evolving space of conversational experiences and the technology behind it all. I’m your host, TJ, and today, we are pleased to welcome Yoran Baltinester, Vice President of Customer Service, at Trilogy, a SaaS platform enabling software companies to become more efficient and profitable by streamlining business processes. Join them as they discuss the importance of a customer-centric culture and reputation management in the evolving world of conversational experiences. Yoram, an expert in customer-centric culture, shares his journey and highlights the role of customer support, service, and success in shaping a company's reputation. They also explore the impact of AI on customer support dynamics and brand reputation. Yoram's advice is encapsulated in the acronym Velcro, emphasizing the interconnectedness of values, leadership, customer experience, reputation, and market ownership.

Generative AI is taking center stage, but is your enterprise still watching from the sidelines? Come on in, and let's fix that!

Welcome to Not Another Bot: The Generative AI Show, where we unpack and help you understand the rapidly evolving space of conversational experiences and the technology behind it all. I’m your host, TJ, and today, we are pleased to welcome Yoran Baltinester, Vice President of Customer Service, at Trilogy, a SaaS platform enabling software companies to become more efficient and profitable by streamlining business processes.

Join them as they discuss the importance of a customer-centric culture and reputation management in the evolving world of conversational experiences. They also explore the impact of AI on customer support dynamics and brand reputation. Yoram's advice is encapsulated in the acronym Velcro, emphasizing the interconnectedness of values, leadership, customer experience, reputation, and market ownership.

Here are some key touchpoints that we cover in this episode:

Yoram’s journey from an entrepreneur to an author and coach
The relationship between customer success, support, and a brand's reputation
The impact of AI and automation on customer support dynamics and brand reputation
Significance of customer engagement metrics like CSAT and NPS in sculpting and preserving a brand's image
Yoram unpacks the Velcro principle

Yoram is a customer-centric culture implementer and passionate about making Customer Success, Customer Support, and Customer Service teams, systems, and processes run better, and has successfully implemented it repeatedly at both small and large companies. His native environment is a B2B or B2C SaaS company from the early stages to series B. Yoram has over 24 years of experience in the customer service domain. He is a 2X International best-selling author and a transition coach at the Honor Foundation.

Episode Resources:

Yoram Baltinester on LinkedIn
Trilogy Website