By: Joshua Finley
In the digital age, data has emerged as a powerful resource, influencing everything from business strategies to daily interactions. Businesses rely on the insights provided by data mining (a process that is becoming ever easier due to the processing power of AI) – but the sheer volume of data can make finding the right baseline information a challenge.
The latest estimate puts the amount of data generated in 2023 at 120 zettabytes, a figure that is set to rise to 181 zettabytes by 2025. It’s worth knowing that a zettabyte is a unit of digital information storage equal to one sextillion bytes. To put it simply, there’s a lot of information out there and sorting the wheat from the chaff can be a challenging, but essential task, especially when using customer data to enhance operations efficiency and bolster sales.
Often organizations require expert help in identifying and making sense of customer-centric data. Without a skilled expert, data can cause more problems than it solves, and the insights it provides can negatively impact organizational performance.
Lihong Hicken, CEO of TheySaid, a pioneering conversational AI survey solution focused on enhancing customer value and financial stability, has established herself as a trailblazing serial entrepreneur in the tech industry. Renowned for her innovative leadership and commitment to customer-centric solutions, she provides early-stage companies with both strategic advice and the tools to interpret and leverage customer data effectively.
Lihong’s leadership style is characterized by clarity, collaboration, and a commitment to removing obstacles while keeping the work environment engaging and supportive. She believes in the power of listening to customers and adapting strategies to meet their evolving needs.
Lihong, a recognized thought leader in customer data analysis and go-to-market strategy, has built an impressive career through resilience and dedication. After emigrating to the U.S. in 2011, she quickly distinguished herself, becoming the first female sales representative at UserTesting and playing a key role in its successful 2021 IPO. Her trajectory continued upward as she held roles as Chief Revenue Officer at Gitprime (acquired by Pluralsight) and later as Chief Customer Officer at Nuffsaid, which was acquired by ClickUp in 2023.
Diving into Decision Making
Lihong emphasizes that a strong strategy is essential for effectively leveraging customer data. She explains, “Businesses need to prioritize decision-making as a core part of their strategy, especially in choosing and using tools for data gathering and analysis. Every feature, development and business choice should be treated as a strategic decision.”
Lihong also emphasizes the importance of taking ownership of decisions, “Unlike group-based decision models, each decision must have a single owner responsible for the final call. Leaders need to be aware of the pitfalls of falling prey to the ‘HIPPO’ mindset (Highest Paid Person’s Opinion), the strength of a team is in the skills and experience of its members – let the most qualified person take the lead. Avoid ‘vote-style’ decisions, where everyone weighs in, this leads to uninformed or unqualified votes based on various factors, including deference to power structures within the business.”.
Lihong highlights a tiered approach to data-driven decision-making, where customer data is the most valued input, followed by high-quality industry information and team expertise. Personal opinions are weighted least in this hierarchy and generally set aside in critical decisions. “For us, customer data is the most valuable guide, according to Lihong. “There has to be a structured approach to data, with customer data as the peak priority. While team insights and industry benchmarks are helpful, it must be made clear that decisions should be anchored in the most impactful data and not personal opinion.”
Lihong maintains that it is important that all employees are aware of the decision-making hierarchy, but that there must also be a mechanism in place to allow team members to challenge conclusions about data validity and its impact on strategy, “If a decision owner is challenged with higher-tier data, like customer insights or industry benchmarks, they must be encouraged to reconsider their decision.”
The Impact of AI
Customers hold valuable insights that can shape products, services, and overall business success, yet the vast amount of survey data often overwhelms companies, making it hard to extract actionable information. AII becomes a game-changer, allowing businesses to sift through complex feedback with unprecedented efficiency and clarity.
“AI lets us uncover patterns and trends in customer responses that were previously buried in data,” says Lihong. “It’s not just about sorting information, it’s about gaining insights that drive real growth and better decision-making.”
AI brings speed and efficiency to customer feedback analysis, processing vast amounts of data in a fraction of the time a human could. This quick turnaround enables businesses to act on customer needs and concerns promptly. “Responding swiftly to feedback is essential for maintaining high satisfaction,” says Lihong. “With AI, an organization can be far more nimble when making strategic decisions, and better equipped to address issues as they arise, not after they become problems.”
Beyond speed, AI excels at uncovering hidden insights and identifying patterns and trends that may go unnoticed by human analysts. Its objectivity aims to ensure consistent evaluations, free from the biases that often affect human interpretation. “AI offers a level of consistency and scalability that’s unmatched,” Lihong explains. “Whether we’re analyzing a handful of comments or thousands, AI delivers reliable insights, helping a company make data-driven decisions that scale with its business growth.”
From a modest village in China to Silicon Valley, Lihong’s journey reflects her dedication and resilience. As CEO and founder of TheySaid and a graduate of Berkeley’s MBA program, she started the company while navigating new motherhood, embodying her talent for balancing innovation with life’s demands. Her expertise in serial entrepreneurship, customer-focused strategies, and AI-driven solutions makes her a trailblazer in transforming how businesses understand and engage with customers.
To learn more about Lihong’s approach to enhancing data-driven strategic decision-making, visit her LinkedIn page or her personal webpage. To learn more about how TheySaid drives customer value and financial stability, visit the company’s website.
Published by: Martin De Juan
