Ana Sousa
About Ana Sousa
Ana Sousa is a Customer Success Manager at Talkdesk, focusing on managing the customer journey and advocating for AI and automation to enhance customer and agent experiences.
Title: Customer Success Manager
Ana Sousa holds the position of Customer Success Manager at Talkdesk. In this role, Ana manages the entire customer journey, ensuring a seamless experience from onboarding to renewal. Her responsibilities include advocating for customer needs internally and collaborating with various teams to enhance the customer experience through automation and AI.
Company: Talkdesk
Since January 2022, Ana Sousa has been an integral part of Talkdesk, a leading cloud contact center platform. Her role at Talkdesk involves client advocacy, leveraging AI technologies, and driving the adoption of automated engagement models to improve customer service and agent efficiency. Ana focuses on utilizing advanced solutions like Talkdesk Copilot to support customer success initiatives.
Education and Expertise
Ana Sousa earned a Licentiate degree from Escola Superior de Comunicação Social. Her educational background equips her with a deep understanding of communication, which she applies effectively in her customer success role. Her expertise lies in using automation to boost human capabilities, enhancing both customer and agent experiences through innovative technologies.
Customer Journey Management
At Talkdesk, Ana Sousa is responsible for managing the entire customer journey. This includes overseeing customer onboarding, ensuring continuous engagement, and facilitating renewal processes. Her approach involves understanding product usage, predicting potential issues, and proactively mitigating problems to drive customer satisfaction and retention.
AI and Automation Advocacy
Ana Sousa is a strong proponent of using AI and automation within Talkdesk. She supports initiatives aimed at reducing friction in customer interactions through conversational AI. Ana advocates for tools like Talkdesk Copilot to provide real-time support to new agents, enhancing their efficiency and motivation. Her focus is on developing and improving agent experiences using advanced technologies.