Enabling Customer Centricity with Qubit CEO Graham Cooke

This week on How I Launched This: A SaaS Story, your host Stephanie Wong (@stephr_wong) talks online customer service strategy with Qubit CEO Graham Cooke. A self-described lifelong geek, Graham's fascination with the latest technologies and his interest in online consumer shopping behaviors converged into his most recent project, Qubit. Qubit is a data-driven model that collects information as users shop in an effort to understand how to turn browsers into buyers. Qubit creates profiles that help retailers understand the specific needs of that client, allowing businesses to create a more direct strategy for sales. In the end, the retailer makes the sale and the customer gets exactly what they wanted when they wanted it with less hassle and frustration.

As an ex Googler, Graham tells us the lessons he learned there and how they positively impacted his recent ventures. He details online buying trends he's seeing and how companies should pivot to meet customer needs. From better personalization to nudging the consumer at the right time in the right place, Graham believes retail websites could be doing so much more. Creating a customer-first strategy is the future of retail, and Qubit is helping clients achieve this with the power of machine learning. 

Later, Graham tells us about Start, the newest addition to Qubit, and how it uses machine learning to get retailers started with automation and customer personalization. He explains how it compares with the more thorough Qubit Pro, how both systems were built, and the logistics of their personalization platform. 

To wrap up the show, Stephanie and Graham talk about Qubit's stack and what Google products they use to get the job done. Graham leads us through onboarding of a client and how each of the Qubit products benefits retailers at different stages of customer-centric platforms. He tells us about lessons they learned along the way and how those lessons changed Qubit for the better.

Episode Links:
Qubit
Capgemini
River Island
Qubit Start
Qubit Pro
BigQuery
LiveTab
Pub/Sub
Dataflow
Figma
Graph QL
Stripe
Twilio