#581 The impact of bots on the customer experience with Nanhi Singh, Thales

The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX

The Agile Brand

Business, Marketing

5 • 2.7K Ratings

🗓️ 27 September 2024

⏱️ 27 minutes

🔗️ Recording | iTunes | RSS

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Summary

As bot activity is impacting consumer trends, it is important for brands to be agile with technology. Welcome to today’s episode where we’re diving into the challenges and opportunities presented by the rise of bot activity in several key industries with Nanhi Singh, Chief Customer Officer at Thales. We’ll explore the implications of the 2024 Imperva Bad Bot Report and discuss strategies for staying agile amidst these changes. Nanhi Singh is responsible for application security products and all functions that enhance customer experience and value for Imperva customers. This includes customer support, consulting, training, customer success, managed services, and renewal sales. Prior, she was SVP, Customer Retention and Renewals at Symantec. Nanhi's career spans more than decades in cybersecurity and technology, always leading customer-facing functions. Nanhi also serves on the Board of Directors of Franchise Group and serves as a member of the Audit Committee on that Board. She serves on the Board of Directors of Peninsula Open Space Trust (POST), a nonprofit public benefit corporation. She is passionate about | supporting women and minorities in the Technology industry and was previously a mentor in the Tech Women program. RESOURCES Thales website: https://www.thales Imperva 2024 Bad Bot Report: https://www.imperva.com/resources/resource-library/reports/2024-bad-bot-report/ Attend the Mid-Atlantic MarCom Summit, the region's largest marketing communications conference. Register with the code "Agile" and get 15% off. Register now for HumanX 2025. This AI-focused event which brings some of the most forward-thinking minds in technology together. Register now with the code "HX25p_tab" for $250 off the regular price. Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company Learn more about your ad choices. Visit megaphone.fm/adchoices

Transcript

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0:00.0	The Agile Brand.
0:02.0	Welcome to season six of the Agile Brand, where we discuss marketing technology and customer experience trends, insights, and ideas with enterprise and technology platform leaders.
0:18.0	We focus on the people, processes, data, and platforms that make brands successful, scalable, customer-focused and
0:25.0	sustainable. This is what makes an agile brand. I'm your host, Greg Kielstrom,
0:29.5	advising Fortune 1000 brands on Martek, marketing operations, and CX, best-selling author and speaker.
0:36.2	The Agile Brand Podcast is brought to you by Tech Systems, an industry leader in full-stack technology
0:41.4	services, talent services, and real world application.
0:45.0	For more information go to T.E.K systems.com.
0:49.0	Now let's get on to the show. As Bot activity is impacting consumer trends, it's important for brands to be agile with technology.
1:00.0	Welcome to today's episode where we're going to dive into the challenges and opportunities presented by the rise of bot activity in several key industries with Nani Singh, chief customer officer at Thales.
1:11.6	We're going to explore the implications of the
1:13.7	2024 Imperva Bad Bot Report and discuss strategies for staying agile amidst
1:19.0	these changes. Nani, welcome to the show. Thank you so much, Greg.
1:23.0	It's wonderful to be here.
1:25.0	Yeah, looking forward to talk about this with you.
1:27.0	Why don't we get started with you giving a brief introduction of yourself and your role at Thollis?
1:32.0	Sure.
1:33.0	So as you mentioned, I am Chief Customer Officer
1:36.0	and basically what that means is that when it comes to customer experience,
1:41.0	the buck stops at stops. And I am accountable for all of the experience that the
1:48.8	customer goes through with our technology solutions,
1:52.5	starting with when they purchase the solution
	...

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