Looking at B2B SaaS for example, companies spend a median of 13% on sales, 8% on marketing, and just 8% on customer success. (𝘚𝘢𝘢𝘚 𝘊𝘢𝘱𝘪𝘵𝘢𝘭, 2025)

This imbalance is surprising, especially given that 𝘤𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘴𝘶𝘤𝘤𝘦𝘴𝘴 𝘪𝘴 𝘧𝘢𝘤𝘪𝘯𝘨 𝘵𝘩𝘦 𝘴𝘢𝘮𝘦 𝘤𝘩𝘢𝘭𝘭𝘦𝘯𝘨𝘦𝘴 𝘢𝘴 𝘴𝘢𝘭𝘦𝘴 𝘢𝘯𝘥 𝘮𝘢𝘳𝘬𝘦𝘵𝘪𝘯𝘨:

😑 𝐑𝐢𝐬𝐢𝐧𝐠 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐜𝐭𝐚𝐭𝐢𝐨𝐧𝐬: Customers now demand faster, more personalized, and seamless service across multiple channels. If they don’t receive it, switching providers has never been easier.

🫆 𝐓𝐞𝐜𝐡𝐧𝐨𝐥𝐨𝐠𝐲 𝐯𝐬. 𝐇𝐮𝐦𝐚𝐧 𝐓𝐨𝐮𝐜𝐡: While technology streamlines service, over-reliance on automation can risk losing the personal connection. On the other hand, underutilizing technology leads to inefficiency and missed opportunities.

📈 𝐏𝐫𝐨𝐯𝐢𝐧𝐠 𝐕𝐚𝐥𝐮𝐞: It’s not enough to track satisfaction scores and response times. Customer success must demonstrate measurable ROI, transitioning from a cost center to a revenue driver.

Over the past few years, it seems more and more customer experience teams are looking to level up their solutions. AI has been a particular driver of a lot of this activity.

The Inflectiv team has been at the forefront of this shift. We’ve built customer service, ticketing, and chatbot solutions using HubSpot and other leading platforms to solve problems and give clients a unified view into the customer.

And now we’re kicking it up a notch.

We’re excited to welcome Helena Barclay as Inflectiv’s new Customer Experience & Operations Lead.

Over 13 years, Helena has a proven track record of increasing productivity and streamlining processes at a range of companies. Her expertise spans platforms including Zendesk, HelpScout, ChurnZero, Jira, Salesforce and HubSpot. But more importantly, Helena excels at mobilizing people and processes to solve business problems and demonstrate ROI.

If you’re curious about how we can help transform your customer experience strategy and operatins, or would like to connect with Helena, let’s talk.