Session: Enhancing the customer’s experience by highlighting key moments
Throughout the customer’s journey, we miss vital opportunities to highlight moments that create connections with our brand. Let's review how to capture those moments and embed them in your process.
- Increased CSAT
- Measurable outcomes
Karla Kannan serves as Senior Vice President of Customer Success. Her team is responsible for the relationship and prioritization of customer needs and goals across portfolios and verticals. She is also responsible for user education and Knowledge Management programs within the organization. Throughout her career at BirchStreet she has managed both Project and Program Management Teams focusing on enterprise account management.
Prior to joining BirchStreet she worked at Four Seasons Hotels in Procurement roles at different locations. She leverages her hospitality and procurement experience in the field to translate customer requests into strategies that build value propositions. Karla holds a M.A. in Training & Development from Roosevelt University and is Lean Six Sigma Green Belt Certified by Purdue University.