Montreal, Canada, July 11, 2019 — “Customer experience (CX) is now the centrepiece of successful businesses but building an accurate business case around it is a real challenge for organizations,” says Keatext’s new Chief Revenue Officer, Raphaël Vergnaud.
“I’m working with Keatext to help companies take control of their online destiny and use customer sentiment as a strategic tool to track, measure, and improve CX.”
Vergnaud notes that consumers increasingly take the opportunity to give a product a thumbs-up or thumbs-down on websites, or communicate via support tickets, surveys, social media, and other outlets. However, the multitude of different channels makes it difficult for any organization to consolidate all that information.
“My mission is to help companies leverage customer feedback in a way that enables Customer Experience managers to design strategies with clear ROI and effectively drive revenue,” he says.
“I’m excited to join a growing enterprise like Keatext. It’s a recognized pioneer in AI solutions for business applications and the team is passionate about what they’re doing.”
Before joining Keatext, Vergnaud worked in IT for 20 years on four continents and recently moved with his family from London, England to Montreal.
The former software engineer studied at EPITA in France and gained an MBA from the University of Chicago Booth School of Business. For more than 15 years, he managed an international sales team offering SaaS solutions to enterprises.
Known internationally as a leading business-technology entrepreneur, Vergnaud was previously hired by some of the world’s major technology companies such as Gemalto, Mformation-Nokia and Tangoe.
Other achievements include rolling out 3G technology in Japan early in his career and leading the most successful Technology Expense Management supplier in EMEA (Europe, the Middle East and Africa.).
“Raphaël will join efforts with the founding team to accelerate Keatext growth and strengthen its positioning as the AI leader in the Customer Experience space. He will oversee the strategy and performance of Keatext’s marketing and sales to drive revenue growth while ensuring client satisfaction and success,” says Keatext founder and CEO, Dr. Narjès Boufaden, a renowned authority in AI and natural language processing.
“These days it’s vital to make sure customer management is well aligned with business KPIs. They need the tools that gives them the means to do it,” adds Vergnaud. “Organizations need to listen to people, whether or not they’re happy with their experience – and take action.”
Keatext is an AI-powered customer feedback analysis platform that synthesizes in minutes large volumes of comments (such as open-survey questions, online reviews, support tickets and social media posts) and combines these findings with business metrics to produce actionable insights on drivers for churn and loyalty.
Designed to provide a comprehensive overview of customer experience blind spots and their impact on the business, Keatext is the industry’s most agile cloud-based opinion-analysis platform, relying on cutting-edge AI technology powered by deep learning algorithms and a rich, ever-growing knowledge base.
Keatexts’ comprehensive dashboard requires no setup, and features multilingual analysis and context-sensitive, industry-agnostic understanding, as well as automatic visualization of correlations and trends with immediate report-sharing capabilities.