Rahul Bhat
Head of Engineering
John Ragsdale
Distinguished Researcher, Vice President of Technology Ecosystems
Somya Kapoor
CEO and Co-founder
Overview
Listen to CX leaders discuss the strategy of using contextualized data to personalize the support experience. Rahul Bhat of Upstart, Somya Kapoor of TheLoops, and John Ragsdale of TSIA discuss how personalization and empathy can add to the customer lifetime value.
In this webinar, you will learn how Upstart, a leading AI lending platform, uses intelligent SupportOps. Discover how TheLoops has contributed to their product-led growth strategy as well as achieved incredible efficiencies.
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45 Minutes
About the speakers
Rahul Bhat
Head of Engineering at Upstart
Rahul Bhat is Head of Engineering/Support at Upstart, a leading AI lending platform partnering with banks and credit unions to expand access to affordable credit. He is a seasoned engineering and support engineering leader with a successful track record of building cloud/enterprise products. His experience includes building full stack engineering teams and support engineering teams from ground zero, as well as building and technically leading high performance product teams. One of his initiatives in his current role as Head of Engineering and Tier 2 Support is to transform the customer experience by including support as an integral part of product delivery.
John Ragsdale
Distinguished Researcher, Vice President of Technology Ecosystems at TSIA
John Ragsdale is a distinguished researcher and the vice president of technology ecosystems for TSIA. His area of expertise is in assisting enterprise technology firms with the selection and value realization of tools and platforms, with a constant focus on the customer experience. John works closely with TSIA’s partner ecosystem, identifying leading and emerging technology vendors whose products help solve the key business challenges faced by TSIA members. John earned the title of TSIA Distinguished Researcher when he reached over ten years in a research role at TSIA, having authored over 250 research articles, answered 3,000+ member inquiries, and developed frameworks and survey methodologies that helped members address complex business challenges.
Somya Kapoor
CEO and Co-founder at TheLoops
Somya’s experience spans from building ML and predictive analytics products to product go-to-market at leading companies SAP, ServiceNow and other customer service startups. Her company TheLoops is transforming support operations for modern SaaS businesses. She has been working within the space for 15+ years.