December 18, 2024 – SupportLogic Krishna Raja and Cognito Forms Jennifer Dellacroce

School for Startups Radio

Krishna Raj Raja – Founder & CEO of SupportLogic, Inc. and Author of Support Experience. How Innovative Companies Are Using Artificial Intelligence to Win the Hearts, Minds, and Wallets of Customers

Krishna Raj Raja delves into how AI is helping companies strengthen customer loyalty – an increasingly essential strategy for growth in today’s competitive market. Krishna’s work reveals how AI is shifting the focus of customer support from reactive to proactive, predicting emotional escalations, and helping companies preemptively resolve issues. His innovative approach to AI redefines what it means to truly “listen” to customers. With over a decade of hands-on experience in AI and customer experience, Krishna’s background as a founder and engineer gives him a rare combination of technical and strategic insight. He’s led initiatives at SupportLogic that have transformed customer engagement for global brands like Salesforce and HPE, giving him an exceptional, real-world perspective on how AI can drive business success. One of the most interesting points Krishna addresses is the concept of “silent churn” – when a customer is unhappy but doesn’t voice it, leading them to eventually leave. AI can detect these signals early, allowing companies to take action before it’s too late. This would be an exciting topic to explore with your audience, particularly as more companies aim to focus on long-term customer retention rather than new acquisitions.
Jennifer Dellacroce – President of Cognito Forms

Jennifer Dellacroce is the President and co-founder of Cognito Forms, a workflow productivity platform that enables non-developers to build applications for their organizations. She serves as a product expert with over 20 years of experience in software development. Jennifer is based in South Carolina, bringing experience from previous roles at notable IT consulting and web development companies. She holds a degree in Engineering from the University of South Carolina. With a robust skill set that includes web design, UI/UX and more, Jennifer contributes valuable insights to the industry. Jennifer’s commitment to technical excellence and continuous innovation has been crucial to Cognito Forms’ success. This dedication ensures the platform is consistently meeting users’ evolving needs.