"No Surprises on Match Day" — Building CX as a Revenue Engine | Ritu Bain

Описание: Customer experience isn't just a department. It's a revenue strategy.

Ritu Bain is the Senior Vice President of Revenue at Magnifi — an AI-powered sports production company whose technology powers real-time highlights for the live matches.

What makes Ritu's approach different? She integrated sales, marketing, operations, and customer success into one unified revenue engine. At Magnifi, CX isn't reactive — it's mission critical.

In this episode, we cover:
→ Why customer experience should be part of your GTM from day one
→ The "one door" policy: why customers should never knock on multiple doors
→ How to spot churn signals before it's too late
→ Why NPS is just a snapshot — and what really tells the story
→ Hiring for context, not just technical skills
→ How trust leads to expansion (and referrals)

Ritu's mantra? "No surprises on match day."

If you're a founder building your CX function — or wondering why your customers aren't expanding — this one's for you.

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⏱️ TIMESTAMPS:
00:00 - Introduction
01:15 - What Magnifi does & who their customers are
03:45 - How CX was built into the GTM from day one
06:20 - The "one door" policy for customer support
09:30 - Understanding cultural nuances across global customers
12:15 - "No surprises on match day" — the core CX philosophy
15:00 - Why NPS is just a snapshot
18:30 - CX as a revenue driver: retention, trust, expansion
22:00 - The role of AI in customer experience
25:15 - Measuring what matters: health scores & churn signals
28:00 - Actionable advice for founders building CX

#CustomerExperience #CX #SaaS #B2B #Revenue #StartupAdvice #CustomerSuccess #Retention #AI #SportsTech