Transforming CX with AI: A Conversation with CEO and Co-Founder, Somya Kapoor of TheLoops

Data Hurdles

Welcome to another episode of the Data Hurdles podcast! In this episode, hosts Chris Detzel and Michael Burke are thrilled to have a special guest, Somya Kapoor, the CEO and Co-Founder of TheLoops. Somya brings a wealth of experience from her leadership roles at SAP and ServiceNow and shares her remarkable journey of transitioning from big corporations to the startup world.

Episode Highlights:

• Introduction and Background: Chris and Michael kick off the episode with a warm welcome and a brief catch-up before introducing Somya Kapoor. Somya shares her impressive background, highlighting her leadership roles at SAP and ServiceNow and her transition to the startup ecosystem.
• Founding TheLoops: Somya dives into the inspiration behind co-founding TheLoops, a company focused on transforming customer experience (CX) using AI. She recounts the challenges and opportunities she encountered while starting the company during the COVID-19 pandemic. Despite the initial setbacks, Somya's perseverance and innovative thinking led to the successful establishment of TheLoops.
• AI and Customer Experience: The discussion delves into how TheLoops leverages AI to enhance customer experience by aligning people, processes, and data. Somya explains the critical role of AI in operational efficiency and personalized customer interactions. She emphasizes the importance of understanding customer behavior through data and how it can drive better business outcomes.
• Navigating Challenges: Somya shares insights on navigating the hurdles of building a startup, especially during uncertain times. She discusses the importance of pivoting and adapting to changing circumstances, and how TheLoops managed to secure customers and investors despite the pandemic-induced challenges.
• Leadership and Diversity: The conversation shifts to leadership and the significance of fostering an inclusive and diverse work culture. Somya shares her personal journey of growing up in different cultural environments and how it shaped her perspective on diversity. She highlights the benefits of having a diverse team and how it contributes to creativity and innovation at TheLoops.
• Future Trends in CX: Somya provides her perspective on the current trends and future of the CX industry. She discusses the transformative impact of AI on CX, the breaking down of silos within organizations, and the evolving role of support leaders. Somya also touches upon the integration of AI in support systems to enhance customer satisfaction and operational efficiency.
• Advice for Aspiring Entrepreneurs: Towards the end of the episode, Somya offers valuable advice for aspiring entrepreneurs, especially women looking to enter the tech industry. She encourages them to take the leap, embrace challenges, and learn to navigate the startup landscape with resilience and determination.
• Closing Thoughts: Chris and Michael wrap up the episode with a heartfelt thank you to Somya for sharing her insights and experiences. They express their admiration for her journey and the innovative work being done at TheLoops. The hosts also remind listeners to rate, review, and subscribe to the podcast for more inspiring episodes.

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