Episode 199: Jason Maloney - Transforming Customer Experience in Digital Pathology
Episode description
Today my guest is Jason Maloney, VP of Customer Experience at Proscia.
What we discuss with Jason:
-
His background in customer-facing roles across various company sizes.
-
Being drawn to Proscia by the opportunity to impact lives through digital pathology.
-
Customer Experience (CX) encompasses professional services, technical support, and customer success, focusing on the post-sale experience.
-
Many companies in the industry focus on product development without adequately addressing customer needs and experiences.
-
Jason applies insights from various industries, emphasizing the importance of treating customers as humans and understanding their workflows.
-
Proscia's CX strategies have led to reduced time to go live with software and improved overall customer satisfaction.
-
Proscia fosters a continuous feedback loop between customers and internal teams, enhancing product development and customer support.
-
Proscia's CX team helps pathologists and researchers integrate AI into their workflows, providing expertise and support.
-
The future focus will be on developing trusted advisor relationships with customers, enhancing customer success initiatives, and deepening problem-solving capabilities.
Links for this episode:
Pathologists' Assistant Shadowing Network on LinkedIn
Expanded Customer Experience (CX) Practice Enables Users To Realize Value Over 30% Faster
People of Pathology Podcast: