In this News Desk interview, recorded at Celosphere 2022, Tom Smith speaks with Malhar Kamdar, Chief Customer Officer of Celonis, about Celonis’ co-creation of its latest products, Celonis customer stories shared at the annual conference, and Kamdar’s recent learnings after hearing from Celonis customers.
Highlights
01:30 — Kamdar oversees Celonis’ customer delivery operations, including customer service, professional services, customer support, and Celonis academy. The team’s mission involves ensuring every Celonis customer is “realizing, growing, and sustaining top line, bottom line, and green line value.”
02:56 — Why does Celonis have the level of success in getting its customers to come out and talk about their work with the company and share their stories with others? Kamdar shares three key reasons Celonis has such successful partner relationships:
- It is the first time customers are meeting in person after 3.5 years, so they are keen on sharing.
- Customers want to learn from the rest of the Celonis ecosystem.
- Customers will find significant innovations that can be implemented immediately.
05:36 — How important are Celonis customers to the mindset and developmental process that Celonis uses?
06:14 — Process Sphere, a product announced at Celosphere 2022, was intended to create an intersection of processes for Celonis customers looking to integrate. The new product allows customers to utilize the technology “to really deal with process interdependencies.”
07:14 — Business Miner, another Celonis product launched at the company’s annual conference, was created in response to Celonis’ customers who wanted to share and collaborate around process problems and opportunities. Business Miner is a catalyst to democratize process mining and execution management systems (EMS).
07:47 — Process Sphere allows customers to see things in 3D and identify more opportunities than ever before, taking process mining to a deeper level, notes Tom.
09:12 — Process Sphere provides a new layer of depth in terms of understanding and insights into how end-to-end processes happen in a company.
09:54 — How are customers generally feeling about their use of technology and process mining? Celonis customers are living in a new reality — one that involves handling uncertainties that have never been faced before and having more transparency into how company processes are running. Celonis has never been “more relevant” in helping customers address their problems.
