Cormac Kelly is the Senior Director of Customer Success for global industry leaders SurveyMonkey. He is here to tell us about the evolution of surveys, AI’s aid for the employee and customer experience as well as the ad’s that SurveyMonkey has created.

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Episode Summary

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B2B

In this episode, Cormac walks us through the B2B use cases within surveys & how businesses can better deal with enterprise customers. Surveys are needed in all industries, helping you serve your customers the right way and developing a better understanding of how they operate.

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Feedback

Cormac also talks to us about the support function and the evolution of the CX landscape in surveys. Surveys are rising tools that help companies look at different touch points of the customer journey , the product cycle as well as helping better understand employees. Cormac explains the relationship that businesses can have with customers through the use of surveys and listening to feedback.
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Check out SurveyMonkey’s “Ask. Listen. Act.” ads here

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Artificial Intelligence

Cormac also dives into AI & the proactive vs reactive use cases. He talks about the ultimate Artificial Intelligence goal as well as the mistakes companies make when aimlessly integrating AI into their process. SurveyMonkey’s research team states that 57% of people still use ChatGPT for entertainment, which tells us how new the application is within the market.

“The ultimate goal for AI is to make life simpler for their customers & employees”

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To find out more about Cormac, check out our full episode – available on all your favourite channels. Now including YouTube!

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This article summarises podcast episode 105 “Ownership of Data & AI Evolutions in Surveys” recorded by CX Insider.

Written by Octavian Iotu

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