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SugarConnected on Tour 2022: Building a Customer-Centric Culture—One Stop at a Time

SugarCRM

He also regularly writes for Forbes and is the mind behind top Customer Experience (CX) books “Punk CX” and “How to Wow.” Adrian touched on two main areas in his keynote: why improving CX is urgent and top priorities leaders can take on to create a customer-centric environment.

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Solving the customer success equation: Nick Mehta on delivering value at scale

Intercom, Inc.

Nick’s belief that business is personal underpins his outlook, and he takes a “human-first” approach in his role. Nick has developed an equation to describe what he means : customer success (CS) = customer experience (CX) + customer outcomes (CO). You don’t want to just be spamming the customer.

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