Natalie Margolin, VP of Customer Experience at Monday.com, describes how they transformed their CX organization to keep pace with rapid growth. Faced with rising demand, long wait times, and an overreliance on email, Monday.com tackled these issues by adopting a multi-channel strategy that included chatbots, forming specialized support teams, automating processes, and utilizing AI for sentiment analysis and quality assurance. This comprehensive approach, anchored in principles of speed, simplicity, localization, and empowerment, led to enhanced customer satisfaction, boosted team efficiency, and established a robust, scalable CX organization ready for ongoing growth and leadership in the market.
