Business Chief April 2019

TECHNOLOGY
48
“We tried to
count on two
hands how
many brands
we loved and
would never
leave, and we
realised we
were generally
having subpar
customer
experiences”
—
Vinod Muthukrishnan,
CEO & Co-Founder, CloudCherry
subpar customer experiences.”
Muthukrishna and CloudCherry’s other
founders saw this as puzzling, given
the emphasis placed on customer experience
by so many leading brands. “Like
true techies, we believe that there’s
a software to solve every problem in
the world.” Muthukrishna was certain
the issue lay with the technology being
used to process and analyse customer
data, which was resulting in the efforts
of companies and the needs of the customer
becoming lost in translation. He
laughs, “We naively assumed there
was no software that truly helped brands
understand the customer experience.
Obviously, down the line, we realized that
such software was out there, but the
problem persisted.” The two issues remaining,
they realized, were that the
APRIL 2019