Customer Experience

Launching a Customer Experience or Customer Success program can either be a thoughtful exercise or something that is imposed on an organization when customers start disappearing. Either way, the fundamentals of the program are largely the same - and are largely misunderstood.

Jamie Cappelli is a software executive with over 20 years of experience building and scaling customer-facing teams such as Customer Success, Services and Support.

Jamie relies on a core set of principles and methods to get effective programs off the ground and to build teams that are focused on retaining customers and growing revenue.