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Closing The Loop: Winning With Customer Experience

It's been quite some time since I last updated my blog. My professional life has undergone substantial changes, and I'm eager to share these developments.

Back in 2018, I made a bold decision to pivot my career. After a decade as a software engineer, advancing from a junior developer to a software architect, I craved a new challenge. This led me to join Wipro as a Solutions Architect, where I assumed roles in tech leadership and solutions architecture. Interestingly, this position initially steered me away from hands-on coding.

In this phase, my role evolved to coaching and mentoring junior developers and QA analysts, enhancing their coding and testing practices. It's gratifying to know that my efforts were instrumental in the success of critical projects. During this time, I felt my passion for coding diminishing, a signal that it was time for yet another change.

Thus, in 2020, I embarked on a new journey with Pegasystems as a Solutions Consultant, focusing on tech pre-sales. This role brought new challenges, like understanding the intricate balance between a customer's technical needs and business objectives. Pega's technology intrigued me, particularly its enablement of non-coders to build business software, revolutionizing the traditional software development paradigm.

However, 2020 brought an unforeseen challenge: the Covid-19 pandemic. This global crisis not only reshaped the world but also the technological landscape. It reinforced my belief in the transformative power of technology. The American adage 'you cannot improve what you cannot measure' resonated more than ever, as we witnessed technology's crucial role in navigating these unprecedented times.

Reflecting on my journey, from coding since the age of eleven to navigating the complexities of tech pre-sales in a pandemic-hit world, I realize that my passion for building software, in any form, will forever be a core part of who I am.

This journey also led me to witness what I call the 'democracy of technology' – the broadening impact of technology on everyday life, visible in social networks, communication platforms, and business apps.

During this period, a particular company caught my attention: Medallia. They posed a fundamental yet profound question: 'What if we could enhance a business by genuinely listening to its customers and taking targeted action where needed?' This concept struck a chord with me, emphasizing the human element in technology.

In 2021, I joined Medallia in a tech pre-sales role, similar to my position at Pegasystems but with unique nuances. At Medallia, my responsibilities expanded beyond just pre-sales. I was involved in scoping projects and managing the sales handoff, as well as overseeing the development of professional services across Latin America. This role offered me a new perspective on the intersection of technology, business, and customer experience, further enriching my understanding of the transformative power of technology.

At Medallia, I delved deeper into the customer experience, exploring the journey a person undergoes in various activities. The question arose, 'What if we could not only improve customers' experience but also enhance employee and brand experiences?' These initiatives are just the beginning of a broader exploration into how technology can profoundly impact every aspect of our lives.

As I continue my professional journey, I am more convinced than ever of the critical role technology plays not just in businesses, but in shaping the fabric of our daily lives. These experiences have taught me the power of 'closing the loop' in customer experience – a process of completing the feedback cycle to ensure continuous improvement.

These are my closing thoughts, reflecting on the incredible journey I've been on and the limitless potential of technology to transform our world."

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Profound Jack Daniel's enthusiast. In my free time, I like to code and lift weights. Proud owner of two Siberian huskies. Professional Services Manager at Medallia.