Kathy Garner Email and Phone Number

Lead a team responsible for managing all major customer listening programs, including NPS and CSAT, to capture current customer experiences. Oversee the full lifecycle of platform capabilities, from designing and deploying surveys to building intuitive results dashboards, ensuring actionable insights are accessible to all employees across the company.

Led Change Management on major customer listening program.

Appointed to this role to provide strategy and operational leadership for all customer listening programs with organizations across Cisco. • Aligned customer listening opportunities with corporate direction and strategic targets by expanding engagements and adopting state-of-the-art listening solutions across the company.• Developed a methodology to capture customer’s needs in the pre-sales phase to map the right solution that would maximize customer’s success.• Deployed effective… Show more Appointed to this role to provide strategy and operational leadership for all customer listening programs with organizations across Cisco. • Aligned customer listening opportunities with corporate direction and strategic targets by expanding engagements and adopting state-of-the-art listening solutions across the company.• Developed a methodology to capture customer’s needs in the pre-sales phase to map the right solution that would maximize customer’s success.• Deployed effective executive and employee communications that accelerated and achieved company-wide adoption metrics for the new corporate Customer Loyalty Program (Net Promotor System).• Implemented a listening services brand / communications campaign that resulted in a 500% increase in engagements spanning Sales, Marketing, Supply Chain, Business Units and Technology Groups. Show less

Managed a team of 12 survey and interview experts focused on capturing and analyzing customer, partner and employee feedback. Delivered communications to close the loop with customers. • Delivered key insights to Business Units, Technology Groups, Sales, Operations, Marketing, and HR to enable strategic decisions to increase customer, partner and employee satisfaction. • Delivered tactical and strategic insights that enabled the Software Licensing Office to design and implement a… Show more Managed a team of 12 survey and interview experts focused on capturing and analyzing customer, partner and employee feedback. Delivered communications to close the loop with customers. • Delivered key insights to Business Units, Technology Groups, Sales, Operations, Marketing, and HR to enable strategic decisions to increase customer, partner and employee satisfaction. • Delivered tactical and strategic insights that enabled the Software Licensing Office to design and implement a single licensing model (from 26 individual models) meeting all customer’s needs.• Captured, analyzed feedback from 53 dealerships from a large, strategic enterprise automotive customer following their software implementation. Delivered insights that enabled customer to fully realize the value of their solution, while protecting $9M in future sales by improving customer satisfaction.• Captured, analyzed feedback from 50 Systems Engineers and delivered insights that completely overhauled the Cisco Proof of Concept lab and Demo Loan Program that made it easier for sellers to access these programs (80% reduction in lead time) and effectively use them as sales tools. Show less

Gathered and analyzed feedback from Cisco customers, partners and employees and delivered key insights that enabled Cisco teams to make more strategic and tactical decisions on funding, roadmaps and future direction.• After a software implementation, captured and analyzed user feedback, and delivered insights to change management team that improved adoption and user satisfaction. • Interviewed sales and partners on their communication experience with Cisco. Delivered key insights which… Show more Gathered and analyzed feedback from Cisco customers, partners and employees and delivered key insights that enabled Cisco teams to make more strategic and tactical decisions on funding, roadmaps and future direction.• After a software implementation, captured and analyzed user feedback, and delivered insights to change management team that improved adoption and user satisfaction. • Interviewed sales and partners on their communication experience with Cisco. Delivered key insights which triggered the transformation of how, what and when information was communicated. Show less

Led a team of 12 change communication experts that executed program communications that led to consistently meeting or exceeding adoption targets for global services operational change initiatives (Cisco Service Contract Center, Opportunity & Forecast Management, Partner Opportunity Management).

Successfully enabled adoption of Cisco Services tools, processes and programs by customers, partners and field sales. • Executed a complex change communications campaign for partners and field sales which accelerated and achieved adoption targets of Cisco Service Contract Center.