Rajiv Lamba

Rajiv Lamba is the CEO of Singapore-based Neurosensum a CX research startup that services 75 clients globally (including Nestle Danone and DBS).

Using his tried and tested B2B Enterprise SAAS model he grew Neurosensum from $0 to $4.4m ARR in just 3 years.

Rajiv is a CX pioneer, Southeast Asian Entrepreneur, and B2B SaaS leader who successfully grew his first research startup from $0 to $14m in sales in 6 years before a successful trade exit. Rajiv won the "Entrepreneur of the Year Award" in 2019.

In this episode, he shares how we can develop customer empathy through customer experience actionable data and insights to drive great customer service and business growth. Insights he shares include:

The origins of Surveysensum and NeurosensumWhy use surveys to better understand customers as opposed to other methodsWhy customer empathy is the answer to understanding your customers betterHow to embed the voice of the customer into the organizationHow to get data scientist type actionable insights that further customer empathy and business growthHow Southeast Asia fares with customer experience and customer empathyIs customer experience still a viable basis for differentiating a business brandHow do we ensure we are gaining insights in real-time or close to it in order to act in an agile mannerHow to avoid survey fatigueHow you should think about loyalty and implementing programs that add to the customer experienceand much much more ...