Episode 8:

Empathy, AI, and Cultural Adaptability: Impress's Sales Strategies for Consistent Quality and KPIs

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Summary

In this episode of the CX Coffee Chat, host Daniel Guardans speaks with Federico Floridi, Head of Inside Sales at Impress. They discuss Federico’s career journey, the dynamics of working in a startup environment, and the importance of flexibility and adaptability in sales roles. The conversation delves into maintaining sales quality across different regions, the balance between sales and post-sales teams, and the significance of empathy in sales, especially in the healthcare sector. They also explore the role of AI in enhancing customer service and the importance of KPIs in measuring success. Federico shares valuable advice for embracing change in 2025.

MAIN TAKEAWAYS:

Working in a startup offers unique opportunities for growth.
Flexibility is crucial in adapting to changing roles.
Standardizing processes while adapting to local markets is essential.
Empathy is key in sales, especially in healthcare.
Sales teams must work closely with post-sales to prevent issues.
Recruitment should focus on both skills and cultural fit.
AI can enhance efficiency but should complement human roles.
KPIs should be shared across departments for accountability.
Continuous improvement is necessary for success in sales.
Embracing change can lead to significant opportunities.

Chapters:

00:00 Introduction to the CX Coffee Chat
04:04 Adapting Corporate Experience to Startup Success
06:48 The Evolution of Impress: Early Days vs. Today
08:20 Ensuring Sales Quality Across Regions
10:06 Balancing Sales and Post-Sales Dynamics
12:42 Recruiting, Onboarding, and Developing Top Talent
20:50 Prioritizing KPIs to Drive Growth
29:24 Leveraging AI for Sales Transformation
32:40 Advice for 2025 and Beyond

Episode 8:

Empathy, AI, and Cultural Adaptability: Impress's Sales Strategies for Consistent Quality and KPIs

Listen on:

Summary

MAIN TAKEAWAYS:

Chapters:

Check out the rest of the episodes!