Agenda: Customer Experience is the key to winning and retaining customers, and expanding your share of wallet. Bring your questions to this panel conversation around how to identify where to focus your CX efforts, how to map your CX, and why it’s important. We’ll also cover how to drive customer centricity across your organization to create customer loyalty and increase expansion.
This session is open to all Kiwi customer success operators.
Lead: Kirsty Traill discusses Customer Experience with:
Melinda Gonzalez, CEO, MGCX Advisors, formerly Pendo.io, WeWork and Salesforce. Melinda is CEO of MGCX Advisors, a boutique consulting firm that helps companies mature customer expeirence and customer success management capabilities to drive product adoption, increase net retention, and accelerate growth in shareholder value. Melinda was previously VP of Customer Success at Pendo and WeWork, and she spent a decade at Salesforce in roles that spanned customer success, product operations and NPS/Voice of Customer as the company reached $5B in annual revenue faster than any other enterprise company at that time. With her experience as both a consultant and operational CS leader, she brings a unique point of view that benefits many companies from startup through growth stage.
Lynn Hunsaker, CCO, ClearAction Continuum, formerly Applied Materials, Sonoco, Instructor UC Berkeley & Santa Cruz Extensions. Lyn led customer experience transformation and marketing at Applied Materials and Sonoco. She served as board member of the Customer Experience Professionals Association and president of Silicon Valley American Marketing Association, taught college for 7 years, and authored 6 benchmarking studies and 3 CXM handbooks. She is 1 of 5 CustomerThink Hall of Fame authors and a CXPA Recognized Training Provider of masterclasses for C-Suites and Boards, experts, and certifications. At ClearAction Continuum, Lynn co-founded the Experience Value Exchange for marketing/CS/CX teams to influence closing the gap in what’s promised vs. delivered as a team sport (i.e. company-wide way of life).
Kirsty Traill is a Movac Operating Partner, and has held senior customer success leadership roles in US tech companies, including VP of Client Advocacy at Yext, VP Customer at Hootsuite and Chief Customer Officer at Snapfish. She is a Senior Advisor at Sixth Street Private Equity, a NZTE Beachhead Advisor, and chairs the boards of OptimalWorkshop, MenuAid, and GoGenerosity.
This session is part of the Movac Customer Success Chapter. Full line up, and registration details: The 2023 Customer Success Chapter | Movac | Venture Capital