Episode 201

Episode 199: Jason Maloney - Transforming Customer Experience in Digital Pathology

Mar 10, 2025

48:37

Episode Description

Today my guest is Jason Maloney, VP of Customer Experience at Proscia.

What we discuss with Jason:

His background in customer-facing roles across various company sizes.
Being drawn to Proscia by the opportunity to impact lives through digital pathology.
Customer Experience (CX) encompasses professional services, technical support, and customer success, focusing on the post-sale experience.
Many companies in the industry focus on product development without adequately addressing customer needs and experiences.
Jason applies insights from various industries, emphasizing the importance of treating customers as humans and understanding their workflows.
Proscia's CX strategies have led to reduced time to go live with software and improved overall customer satisfaction.
Proscia fosters a continuous feedback loop between customers and internal teams, enhancing product development and customer support.
Proscia's CX team helps pathologists and researchers integrate AI into their workflows, providing expertise and support.
The future focus will be on developing trusted advisor relationships with customers, enhancing customer success initiatives, and deepening problem-solving capabilities.