 Hey everyone, welcome back to the cubes on the ground coverage of pager duty summit 22. I'm your host Lisa Martin I'm very excited to be joined by a manjula tolerasia the SVP and chief customer officer at pager duty Welcome to the program. Thank you. Lisa. It's great to have chatted with you this morning as well Isn't it I have had the great fortune of watching her fireside chat that manjula did With is it log logic monitor? Yes. That was your of logic. Yes, and I thought she's got great energy We're gonna have a great conversation. Thank you. Let's talk about the customer experience these days One of the things I think that's been in very very short supply in the pandemic is patience I know it's been in short supply with me and of course in our consumer lives in our business lives The customer experience though has been something that every company Needs to really pin their businesses on because if it's not a good customer experience That customer goes right to social media. They churn They they leave but they they take others down with them talk to me about how the customer experience fits into This year's summit, especially for this we have to be ready for everything in a digital world environment I love this question and a reason I love this question is I even look at my own behavior. But before we get into that, let's talk about data I'm just reading an article Mackenzie did a survey. Did you know that from pre-covid to today Customer interactions that have moved to digital are from 41 percent to 65 percent. That's exponential. It is that's huge And guess what we've all got impatient. We become like our kids And I think about myself as an individual If I need Tied right now to do my laundry. I need it right now So if I go to a Costco website to order it so that it can get delivered in the next hour And if even if there's a second glitch on it, I'll swap over to amazon or I'll swap over to target That's what's happening in real world. Whether it's b2c or it's b2b And why is it important to the points we are making in terms of ready for anything in the world of digital everything It's important because customers are impatient It's a digital world. I don't walk into the store to do any interactions anymore and The reality of all of this is it's grounded on trust Customers have to trust you And the wind of choice Not only in the b2b, but a lot in the enterprise and the b2b world It's about trust right and what does pager duty do Pager duty is at the heart of this Pager duty is at the heart of making every second matter and Every second is equal to money Absolutely, and it's about customer experience and it isn't about Just the experience for of an employee Who may not sleep at night because they got a disruption due to an incident Which is also super important during the mass resignation, right? But it is also about the ceo agenda and the boardroom because how are ceos driving customer trust in order to keep customers And drive this new era of digital everything as digital transformation is occurring Well, I know pager duty is doing that. I had the chance to watch ceo jennifer tahara's uh As fireside chat her keynote and then her fireside chat with the ceo of docu sign and and you the story was very bi-directional very symbiotic in terms of the trust that pager duty has in docu sign and docu sign has in pager duty But talk to me as the chief customer officer What is it that's unique about how pager duty works with its customers 21 000 plus now to build and maintain that trust Especially in such volatile times You know what is really cool? I joined pager duty a little less than two years ago in the next few days It'll be two years And what do I find exciting as a chief customer officer and the go-to-market teams? Differentiation versus other customers We are a born sass company And what do we have access to form our customers? We have access to their operations data And that combination Of our core values that is championing the customer and the data science that we have About how customers are using our data Is our differentiation? That's the magic So if you think about why pager duty is bringing this level of trust to the customers It's because we know How many and let's take an example Employee retention mass resignation We know which employee was called how many times at night during an outage Can we give that guidance to managers and leaders? In order to drive that trust Absolutely And on the other hand we are driving amazing return on investment at the executive levels For the customer experience that they are driving So pager duty is becoming the trusted advisor all the way from practitioners Where we are improving their work-life balance to the executive levels Improving work-life balance is so critical There was a stat that Sean Scott shared this morning that that was looking at The amount of work volume from 2020 compared to 2021 and 42 of people said I am working more hours I don't think I've ever heard anyone say can I work more? Please No, that work-life balance is critical, but the also the ability to Deliver that seamless digital customer experience that we all expect And and to get it right the first time is critical But using that customer data as you're saying Empowering the organizations not just the customer support folks or the sres or the devops folks But all the way up to the c-suite to ensure that their brand reputation is Valuable it's maintained and that trust is really bi-directional. That's the secret sauce You're absolutely right You know, there's a different dimension to this as well. We think about how are we using customer data? In order to achieve the results we want Three vectors here number one is we'll use customer data To really understand what is best in class on uptime? What is the best in class to reduce noise during alerts? What is best in best in class for customer service operations? And because we have customer data we can benchmark we can benchmark What industry what's happening in the financial services industry? What's happening in the technology industry? What's happening in the retail industry? Our customers love that so we will share with them The customer success organization Especially the customer success managers will go in and meet with the customers and say This is where you stand in reference to your peers And customers love hearing that. Yeah, this is the differentiated value proposition, right? The second thing that our customer success managers do is share with the customers This is where you are in reference to your peers in your vertical other vertical But let me tell you how you can improve your deployment the performance of our technology And your role operating model as a result of the data we've got There's the proactiveness That's another differentiator of what I was hearing today from pager duty that you're enabling those csm's to be proactive when so Often many are reactive and it's the customer that's found the problem first. Yes I'll even talk more about the reactive to proactive We build a methodology and i'm sure sean scott covered it as well Which is our maturity curve? Moving from reactive to proactive because so many of our customers are saying We are reacting when we have a disruption on our digital platform but 30 of the times we are hearing from customers before we are hearing from ourselves So how do we become proactive and how does our data science? Actually start showing the signs when a potential disruption could occur And that is about moving reactive to overall proactive I'd also like to add one more dimension to this You know when customers are doing really well They're optimized on our platform they don't want to hear from our Post-sales organization all the time They want a human touch when they need it They want a digital touch when they need it By using our data and our data science. We are becoming one of the best world-class customer success organizations in the world and you ask why The reason is Because we are using data science in order to build and we have built the early warning system The early warning system tells us how every single of our customers Is doing in terms of both Their growth as well as the risk that they may leave us So if a customer is very healthy on a scale of 1 200 if we have a healthy customer We will engage with them potentially just digitally And engage with them with our services our customer success team and our entire post sales organization When there is an optimization and when they really need us So data science is being used not only in terms of Giving customer the right information to grow them, but how we interact with them as well That's brilliant. And there's so many organizations that I talked to across industries that cannot get that right And so customers are being contacted too frequently They may have said I opted out. I don't want and then suddenly that that the first responders the incident responders is marketing But that happens so frequently. You think but there's an opportunity there It's not rocket science, but it's about leveraging that data in an optimal smart way But you guys are light years ahead of a lot of other companies that haven't figured that out No, we are leading edge And we're leading edge because we are a born sass company And we've got effective operations data of the customer And we have some of the best data scientists and the analysts within my organization Looking at this engaging with the customer and only optimizing The magic is data science and humans coming together to engage with customers and drive customer success for the customer And ultimately building their customer experience for their customers Let's talk about some of the numbers manually because they're really impressive I was looking at some stats your pager duties renewal rates are over 95 percent. Your growth is incredible Just coming off the biggest quarter ever But also the gross annual benefit from customers talk to me about that alone. That can be up to 10 million us dollars these We these tangible business outcomes that pager duty is delivering to customers are significant And again, it's based on data science. This is not making you know, what traditional companies do Traditional companies will go to the customer and say tell me your business imperatives Tell me your um, what are the business problems you're solving Are because we have the data science. We have ROI ranging from 300 to 900 percent Very impressive within a couple of months We think about it if we are able to drive incidents that are Very very significant. And I know you've got the numbers in terms of growing our reducing the workload on very expensive engineering Individuals within the organization From I believe 30 to 125,000 and I know you have those numbers Think about If 30 percent of your organization focuses just on innovation and product development Versus on an incident And they work life balance their quality of life Increases the retention of the employees and yet the company is only driving their growth. That is why Our customers love us. That is why our renewal rates are greater than 95 percent That's why our net retention scores are greater than 120 20 percent over five quarters And that is why we have More than 30 growth year over year quarter over quarter when I saw that stat manjul about, you know, the number of incidents reduced That translates to employee productivity and and looking at it in terms of fte from a quantity perspective That's the first time I've seen a company and I interview a lot of companies Actually put it in that perspective and I thought that is Huge that's how organizations should be talking about that rather than reducing fte's or going we were victims of the great resignation It's look at the impact that can be made here by using data science By using the right mix of human and automation together It's that's the first time so congratulations to you and pager duty. That's the first time I've seen that And I think everybody needs to be working to be able to explain it that way especially The fact that we're still in a volatile environment. Absolutely. It's about customer experience But it is just as much employee experience. There is so much That the industry is talking about that's top of mind for board levels. That's top of mind from CEOs How do I retain my employees and drive greater operational efficiency? And now with the macroeconomic challenges that are occurring in terms of inflation And in and the cost to serve and increasing the profits Our customers are making operational efficiency is becoming even more important so that the employees are focusing more on innovation rather than downtime or disruptions and It's actually about growing the business rather than just running the business And if we can optimize running the business Growth is what our customers are looking for right? I always think and we're almost out of time here But I always think the employee experience and the customer experience are like this And they should be but it's critical to optimize both How do you when you talk to some of those big enterprise customers? We had docusign on the main stage this morning But I was looking at the website and three that jumped out to me that I used peloton sales force and slack How do you advise them you have this wealth this gold of information on customers? This is how you need to leverage it In the right way to grow your business. What are some of the the top three things you recommend those customers do for example That so let me talk about a couple of customers as an example There are some customers of ours in the retail business Or it is a telecommunication company that is trying to increase their Uptime from 98.7 percent to three nines as an example Or a tech company that doesn't even know that they were down for six hours in one small part of their business And we're trying to figure out how do we solve for that as customers are overall complaining So for us as a organization the magic is again bringing data together Employee engagement And what we do is we use the data to engage with the customers to ultimately understand. What is their business value proposition? It's you don't do it in isolation You do it in what is the customer trying to achieve? Are they trying to achieve? The best in class Website are they trying to achieve increase operational efficiency? What are their metrics? What are their numbers and we take our data? Our people to marry all of that together and that's the magic I love it. I wish we had more time Angela. We are out of time But talking about the the value of the customer experience The impact that is possible to be made leveraging technologies like page or duty It's it's revolutionizing operations. It's revolutionizing customers 21 000 plus 1 million plus users at a time It's awesome. You have to come back so we can talk more because I can know we're just scratching the surface here Yes, we are this is a very very exciting area right now And it is a great opportunities for chief customer officers on really rallying the whole company on championing the customers Because whether it's our products our capabilities It's really a major transformation happening in the in the industry and we need to stay very close to it Absolutely. Thank you so much. Manjula for joining me today. It's been such a pleasure talking to you. I look forward to seeing you again Real pleasure Lisa to get to know you and the conversation was awesome. Good. Thank you for Manjula. Teller Asia I'm Lisa Martin. You're watching the cubes on the ground coverage of pager duty summit 22 from san francisco Thanks for watching and bye for now