I live by the philosophy of "Leave it better then you found it" as my Mom used to say. This goes for every person, company or thing I touch.
I have found that when your measuring stick is one of providing value to everything and doing the next right thing always; things work out in the end.
With over 20 years in contact center and customer experience market within the technology side of the business, I can help guide your GTM strategy with your executive team. Sales, marketing and thought leadership are arguably the most critical part of your technology company's success.
Many organizations struggle with what to focus on and how to use their product roadmap to separate themselves form the market.
From the past 4 years of evaluating over 300 market players and a total of 26 years of industry experience, I can work with your executive team to define the future of your product.
If you are a PE or VC firm looking to evaluate a contact center or customer experience technology company then look no further. From being a former board level executive to evaluating products for the market, I can bring industry insights to help guide your team on market fit, company efficiencies and plans to help get a clear picture if the company may be a potential target.
I published this in 2017 with a forward thinking idea of how data and technology would change the customer experience industry. Many of my ideas have already came true but there is still a lot of work to be done.
I have been blessed to be in the contact center space for over 25 years starting as an agent on the phones. I grew into leadership quickly to eventually run, recover failing or start new contact centers for companies. About 20 years ago I got pulled into a technology company by my mentor and found my passion for software.
WHY THE NAME?
Throughout my time, I was always on the lookout for game changing tech that solves actual business problems. Many years ago I ran into a big data company building an early version of a virtual agent and I was instantly hooked on the value AI can bring to this industry.
Artificial intelligence seems to be the talk of the industry but I believe we are finally past the early adoption stage and it is exciting times in our space. I want to help technology companies find the right solutions and the path forward which will change their own customer experience. So AI and CX combined to a simple but relevant name that sounds a lot like the feeling people get around making changes or experiencing growth.
Why hire me to help your CX/Contact Center technology company?
Since I have been an agent, trainer and leader in a contact center and I have also spent a tremendous amount of time in software both building the operations and sales and marketing side, I know both sides of the technology acquisition story. This gives me a tremendous understanding of how SaaS companies can work together with the market to make a normally painful experience feel easy.
Over the past 4 years I have spent time evaluating the technology players in our market reviewing over 300+ providers of customer experience technologies. I have reviewed everything from AI to Workforce optimization platforms for GTM strategy and market fit.
All this experience combined provides me with insights of the market, where it is heading and how to weed through a vision to position yourselves to accomplish your goals.
Every engagement will start with you and your founder's vision. Often early stage organizations do not understand the outcomes they are looking to achieve. They solve a problem which is great, but without understanding where you are going it is difficult to decide what the steps are you should take to get there.
I am not here to tell you what your vision and outcomes are but to help guide you to identify them for yourself. Once you have done that then it becomes much easier to dig into your product, company and processes to assist in improving your organization for scale.
None of this is easy or painless work but it is worthy of both of our time.
I am only interested in working with organizations that truly want to drive change for the good and for the stakeholders.
EMPLOYEES - CLIENTS - SHAREHOLDERS
in that order!
If you are a contact center technology company struggling to see where you fit in the market or just need an industry expert to help you in your roadmap or strategy please contact me directly.
I am only taking on strategic clients that can both benefit the market and are willing and open to considering changes to improve your future vision in the space.