Building a Best-in-Class, Data-Driven Customer Experience & Success Strategy
In this session, Charles will spend an hour deep-diving into harnessing data-driven insights to drive best-in-class customer experience and success, from automating the customer journey, proactively addressing customer needs, and driving retention and revenue growth through analytics-powered engagement. A few discrete topics that Charles will cover include:
- Utilizing analytics to automate the customer journey
- Ensuring VoC is part of the feedback loop
- Mitigating Risk and anticipating customer needs
- Reducing churn via proactive and prescriptive engagement
- Identifying opportunities for upselling and cross-selling
The goal is for you all to leave the session with a portfolio of operational frameworks and strategies you can deploy at your scale-up to build even greater customer-centricity powered by a data-driven, automation-first strategy.
Charles is a decorated member of the PeakSpan Expert Community (PEC) and a visionary customer experience leader with 15+ years of expertise in scaling SaaS operations, optimizing cross-functional teams, and driving best-in-class customer success strategies. He’s known for applying a rigorous, data-driven post-sales frameworks to propel superior performance across onboarding, delivery, professional services, renewals, and account expansion. His career spans Fortune 500 companies and high-growth startups, blending technical acumen with operational rigor to transform CX from cost center to revenue accelerator. Today, he is SVP of CX at Automox and was previously the VP of CX at a former PeakSpan portfolio partner, Kenna Security, which was acquired by Cisco in 2021. Charles went on to lead Cisco's entire Cybersecurity product portfolio as a VP of CX.
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