Alex Rawson Email & Phone Number

I lead Customer Success (XM Success) globally for Qualtrics. In that capacity, I am charged with ensuring that all of Qualtrics' customers get full value from our platform across the full breadth of our XM (Experience Management) offering, and I am responsible for the retention and expansion of that customer base. I lead a global team of XM Success Managers, TAMs, and digital specialists across the Americas, EMEA, and APJ. Prior to joining Qualtrics I was a Partner at McKinsey, where I led our Customer Experience practice for Tech, Media, and Telecom and worked with global clients on driving both operational and strategic transformations. I focused primarily on high tech/telecom and on service operations, customer care, and improving the customer experience--with a specific emphasis on improving the quality of service experience, improving operational efficiency and effectiveness, reducing churn, and enhancing frontline performance. My experience spans high tech software, infrastructure, and services; semiconductors; consumer and enterprise telecom; financial services/fintech; and gaming.Within customer experience, I helped clients deliver improvements in the end-to-end experience and operational performance to drive gains in cost, revenue, quality, and employee satisfaction. I helped lead our firm’s thinking on customer experience transformation through a Customer Journey approach, which maximizes realized business impact. You can read more about this Customer Journey perspective in an article I co-authored for the Harvard Business Review: “The Truth about Customer Experience”http://hbr.org/2013/09/the-truth-about-customer-experience/ar/1Specialties: High Tech Software, Customer Success, High Tech Infrastructure, High Tech Services, Telecommunications, Semiconductors; Service Operations, Customer Experience, Customer Care, Strategy

Listed skills include Customer Experience, High Tech Industry, Service Operations, Telecom, and 5 others.