On this episode, Monica Trivedi, VP of Global Client Experience at JLL Technologies, discusses the importance of client experience in driving revenue growth and the strategies she employs to enhance customer success. She emphasizes the need for understanding client ecosystems, managing a global team, and fostering cross-functional relationships. Monica also shares insights on leveraging AI to improve efficiency and the significance of creating moments of delight for clients.

Tune in to learn:

• Why client experience should be a 24/7 focus for leaders.
• How building relationships with product teams enhances collaboration.
• How AI can streamline customer support and engagement.
• The importance of meeting with your CX team.
• How to foster a customer-centric mindset

About the Guest:

“Monica is a customer success leader with over 15 years of experience in SaaS and cloud solutions, currently serving as the Vice President of Global Client Experience at JLL Technologies. In this role, she leads a world-class organization of 150+ team members across solutions, delivery, implementation, success, and technical support in NA, EMEA, and APAC for Property Management SaaS technology. 

Monica’s mission is to drive customer satisfaction, retention, growth, and loyalty across each journey touchpoint, while generating efficiencies and new revenue sources for the company. She leverages her business and technical acumen, as well as my expertise in Generative AI, to forecast and improve core metrics, deliver outstanding customer outcomes, and manage the P&L. She is also passionate about coaching and mentoring aspiring client experience professionals.”

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