Secret to Driving Customer Success With Human-Centric Design

Today’s customer has options. Whether you sell to businesses or to consumers, you are likely competing with other companies and brands for the same wallet share. Exceptional product and service quality is no longer enough to differentiate you. Today’s customer not only wants a very high quality of service, she/he also expects exceptional human 2 human interaction. 

So during a time when automation and deflection are buzzwords that drive our industries and we are all measured on dollars created and dollars saved, how do we leverage human centricity to drive customer success and satisfaction? 

Join Mukesh as he explores the intersection of human centric design and customer success in this thought provoking session.

Speakers

Mukesh Mirchandani
VP, Global Field Solution Engineering
Freshworks

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Mukesh Mirchandani

VP, Global Field Solution Engineering Freshworks

Mukesh is a seasoned technology executive with over 2 decades of expertise building and selling enterprise technology solutions. An engineer by education, Mukesh has spent a considerable part of his professional career studying customer/employee engagement and customer service trends. He firmly believes that organizations that put employees & customers at the heart of their business processes will emerge as winners and advocates his clients to truly become customer champions. Mukesh is also skilled at building high performing teams and often brings that expertise to his customers to create efficient customer service organizations with a maniacal focus on customer for life attitude. In his spare time, Mukesh enjoys a passion for sneakers and haute couture.

Making Retention a Priority in Your Organization

Customer Retention is key to the health of your growing SaaS business. But what can you do to ensure it is a top priority in your organization? Hear from Dominic Constandi SVP CS at ZoomInfo and Debbie Lillitos Chief Customer Officer at Vena Solutions on how they approach the challenge. In this fireside chat they’ll discuss their customer success philosophies, what retention means to them and practical tips on how to drive business focus in this critical area.

Speakers

Dominic Constandi
Sr. VP, Customer Success
Zoominfo

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Dominic Constandi

Sr. VP, Customer Success Zoominfo

Dominic is the Senior Vice President of Global Customer Experience at ZoomInfo. He oversees the various client service organizations whose charter it is to drive positive business outcomes and ensure a seamless experience for the company’s 25,000 customers. Dominic joined ZoomInfo just prior to the initial public offering and in the time since has scaled the Customer Experience organization by 3x to where it currently stands at over 300 dedicated team members. Previously, Dominic spent 10 years leading and growing the Global Customer Success organization at Eze Software Group, an industry-leading enterprise platform within the FinTech space

Debbie Lillitos
Chief Customer Officer
Vena Solutions

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Debbie Lillitos

Chief Customer Officer Vena Solutions

Debbie is the Chief Customer Officer at Vena Solutions, a FinTech company specializing in end to end Business Planning. She leads all customer-facing functions and since joining Vena in 2017 she has scaled the CX function by 4X. Under her leadership, the team has driven customer satisfaction and retention rates to over 90% annually YOY. Her team of 150 CX professionals is focused on delivering value and an unmatched experience to Vena's customers every day, helping them achieve organizational goals through best-in-class business planning. Prior to Vena Debbie was the VP, Professional Services at Achievers an HCM SAAS platform where she built and scaled the Professional Services and Support function through to acquisition over 5 years.