Senthamizh Selvan Pandian - "The People-First Customer Experience Strategy"
Senthamizh Selvan Pandian, Head of Customer Success at SAP South-East Asia, explains how a people-first mindset transforms customer experience. He connects employee engagement to retention and revenue growth. Selvan details customer-centric innovation and proactive success practices. His insights deliver a complete blueprint for modern CX leadership.
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What’s Inside [0:51] Introduction to Senthamizh Selvan Pandian [24:55] Full Podcast Episode [0:00] Episode Highlights [1:58] Continuous CX Research Beats Market Chaos [3:33] Customer-First Innovation Drives Market Wins [3:34] Upskill to Future-Proof Customer Teams [1:48] Engaged Teams Drive Engaged Customers [2:31] CX Journey vs. CS Milestones Explained [3:25] Renewals Beat New Logos for Growth [3:01] People-First CX Drives Customer Wins [1:27] Listening, Learning, and Improving Your Product [0:59] Short – Upskill to Future-Proof Customer Teams [0:58] Short - Renewals Beat New Logos for Growth
Full Episode “Focus on both the customers’ needs and your own employees' skills development. If you can take care of both together, you will be solving the customers’ problems while keeping people at the core. That becomes your people-first customer experience strategy.” - SENTHAMIZH SELVAN PANDIAN
(0:00) Episode Highlights
(1:58 Video) Continuous CX Research Beats Market Chaos “The customer needs are also evolving over time, and the priorities of customers are also changing. So, accepting that change and working towards what is required for a customer is the most important aspect.” - SENTHAMIZH SELVAN PANDIAN
(3:33 Video) Customer-First Innovation Drives Market Wins “Customer-centric innovation would be the key to a successful model here, and that can happen only with a mindset shift of putting your customer first.” - SENTHAMIZH SELVAN PANDIAN
(3:34 Video) Upskill to Future-Proof Customer Teams “People are the core of your business, so focus on skills that help you thrive in a fast-paced world.” - SENTHAMIZH SELVAN PANDIAN
(1:48 Video) Engaged Teams Drive Engaged Customers “Focus on your employee engagement because it boosts team performance, which then improves customer experience.” - SENTHAMIZH SELVAN PANDIAN
(2:31 Video) CX Journey vs. CS Milestones Explained “Customer experience is an end-to-end journey when you’re buying or purchasing a product while customer success is a post-sales engagement model for how you engage with your customers once the product is sold.” - SENTHAMIZH SELVAN PANDIAN
(3:25 Video) Renewals Beat New Logos for Growth “Renewal to me is just an event or a milestone. If you do all the right things, then renewal is a no-brainer and will happen automatically.” - SENTHAMIZH SELVAN PANDIAN
(3:01 Video) People-First CX Drives Customer Wins “People are fundamental to any business because your success depends on how well you understand customer needs and their problems, and you need people to do that.” - SENTHAMIZH SELVAN PANDIAN
(1:27 Video) Listening, Learning, and Improving Your Product “Either you convince the customer, or you let yourself be convinced. That insight can help you, and you can feed this back to your own product team to make the product better.” - SENTHAMIZH SELVAN PANDIAN
YOUTUBE SHORT: Upskill to Future-Proof Customer Teams “People are the core of your business, so focus on skills that help you thrive in a fast-paced world.” - SENTHAMIZH SELVAN PANDIAN
YOUTUBE SHORT: Renewals Beat New Logos for Growth “Renewal to me is just an event or a milestone. If you do all the right things, then renewal is a no-brainer and will happen automatically.” - SENTHAMIZH SELVAN PANDIAN
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