THOUGHT LEADERSHIP INTERVIEW SERIES


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  • 10/22/2020 07:55 AM

Changes are happening all over the world, and businesses are in a whirlwind of change. I interviewed Jackie Golden, Global SVP of CS at CoreView, to share her thoughts on how companies should plan the future while managing current business challenges and its subsequent impact on experience and customer success.

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  • 10/5/2020 08:33 PM

In this interview, Bhanu Sareddy, Chief Customer Officer at Cybereason, talks about the ideology behind CS, and what it takes to succeed in these dynamic and uncertain times.

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5 min read
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  • 9/30/2020 12:25 PM

In this interview, David Ellin, Managing Director and Chief Customer Officer at Centric Leadership Strategies LLC, talks about how to create meaningful business strategies and effective execution of it (including customer engagement, revenue growth, advocacy, and retention).

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4 min read
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  • 9/29/2020 02:06 AM

In this interview, Keri Keeling, Global Head of Customer Success at Innovation & Intelligence at VMware, talks about the importance of establishing a value-driven business model and why it needs to be the central focus of the conversation.

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2 min read
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  • 9/25/2020 10:00 AM

In this interview, Jeff Heckler, Customer Success - Team Lead at Pipedrive, talks about why CS is the root of a healthy relationship. Serving customers, Jeff said, is a long term commitment. It means that you need to [1] improve their business process but also deliver the success they desire, and [2] grow (or enable) their impact (value) within their organization.

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3 min read
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  • 9/21/2020 11:05 PM

In this interview, Doug Snow, VP of CS at Harris SmartWorks, talks about the importance of building a CS organization that meets the business objectives of the company and its customers. Meeting the goals of the business and its customers provides mutual value that helps achieve business growth (in Revenue and Earnings) and an enduring relationship for both organizations. It’s interesting to look at this both from the buyer (customers) and the company or organization providing the solution (businesses).

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4 min read
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  • 9/2/2020 12:42 AM

In this interview, Alan Rudolph, SVP, Global Technical CS at Apttus, talks about the science (process involved) and art (success mindset) behind Customer Success. It is a science because it requires a structured process or framework to develop healthy and sustainable relationships. It is an art because it requires human creativity and passion in helping customers achieve their business outcomes (or desired results).

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2 min read
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  • 8/27/2020 11:00 AM

In this interview, Jonathan Beretta, VP, Client Service at Satrix Solutions, talks about the importance of improving the product and user experience in measuring the impact of your customer experience (CX) program.

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3 min read
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  • 7/29/2020 01:02 PM

In this interview, Matt Goodman, VP CS at HELIX, talks about why CS should be an integral part of the business process, strategy, and guiding principles. Without CS, business growth, alignment, collaboration, and success are unlikely to achieve.

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4 min read
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  • 7/17/2020 07:04 PM

In this interview, Nuno Paiva das Neves, Head of Customer Success at SafetyCulture EMEA, talks about the importance of integrating customer feedback into developing a coherent and cohesive customer journey.

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  • 6/12/2020 11:52 PM

In this interview, Sean Whitsitt, Head of Customer Success -- Integration Services at SHI, talks about the importance of strategic planning to help customers achieve outcomes and hit their goals.

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  • 6/12/2020 09:54 PM

In this interview, Alicja Heyduk, Head of Customer Success at Infermedica talks about the most important steps in mapping and designing a customer success journey.

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