Tabitha Dunn Email & Phone Number

Bellevue, Wa, Us

Chiyoda-Ku, Tokyo, Jp

Global leader reporting to the CMO of Marketing & Sales Transformation. Leading the transformation of customer experience, customer engagement and account strategy design, and building out and leading the global sales and marketing technology stack of a new global, go-to-market model under development. Our goal is to create a consistently best-in-class experience for our strategic customers across all regions and business units with outcome expectations to deliver growth in new opportunities, cross-sell, retention, and increasing customer centricity while also identifying areas for efficiencies.

Chiyoda-Ku, Tokyo, Jp

Global customer experience and transformation leader - our goal is to create a consistently best-in-class experience for customers across all regions and business units with outcome expectations to deliver growth and improved experiences for customers and our employees.Initial focus areas for the CX team and extended stakeholder groups:- Reviewed and assessed the current state of the customer experience and key related functions across the organization (sales, marketing, customer success, customer insights, leadership, etc...) to determine initial priority areas for improvement and collaboration.- Led the initiative to define our intended customer experience in alignment with our strategy and employee values to aid in increasing customer-centric culture behaviors, metric design, and goal setting.- Partnered with key sales and marketing leaders to develop a customer-centric storytelling model to be utilized by our customer facing teams to help understand and effectively communicate the complex set of offerings and value Hitachi brings to the table to solve customer’s challenges. Co-designed and led the workshops to teach this capability, as well as now deploying it as a train-the-trainer model across the business.- Co-design and lead strategic account planning workshops for sales, customer success, and sales support teams.- Built customer insights community to bring together voice of customer teams across the business – enabling collaboration, best-practice sharing, technology enablement, and increased governance effectiveness.- Selected and deployed an enterprise feedback management system for more effective capture, understanding, and improvement of customer needs, behaviors, and pain points from customers, customer success, and sales teams.- Conducting a baseline assessment of current CX with qualitative (journey mapping & interviews) and quantitative insights (research & benchmarking) to develop an improvement roadmap.

Virtual, Us

The Stage 2 Capital Catalysts support early stage B2B software companies in scaling their businesses by combining Venture Capital and Go-To-Market knowledge and experience, empowering founders with hands-on coaching from an unrivaled network of go-to-market leaders.

Kista, Stockholm, Se

Led Customer Experience (CX), Sales and Commercial Management Employee Experience, and Global Sales Operations (product management, change management, process improvement, sales enablement, communication, and sales IT). Developed and drove the ongoing strategy, priorities, and organizational design for each functional area in partnership with executive stakeholders, utilizing best practices and benchmarking to deliver on organizational needs. - Conducted the baseline quantitative assessment of the current CX, including research (internal and external) plus root cause and gap analysis of the results against all current improvement and transformation initiatives.- Outlined the end-to-end customer journey heatmap, demonstrating what matters most to each segment along its path from awareness to advocacy.- Assessed employee experience pain points for those in presales, sales support, sales, and commercial management jobs to prioritize and select improvement investments.- Revamped the sales operations function into an agile model and transitioned from a siloed product focus to an integrated product management across the sales process and utilized continuous improvement as the new focus.- Selected as a finalist for the CX Leader of the Year award (2021) from mycustomer.com.- Cited as a best practice leader in the “User Tested – How the World’s Top Companies Use Human Insight to Create Great Experiences” book published in 2022.

Walldorf, Bw, De

Spearheaded company-wide experience management strategy and tasked with producing a more customer-centric culture, delivering actionable insights to enable change as led by my cross-functional experience executive leadership council. - Defined and constructed the model of how customer and partner experience would function, including program design, best practices for experience management and VP level cross-functional council.- Reworked and set up the global Net Promoter Score (NPS) program to deliver a clear and actionable list of customer priorities for all segments.- Led the best practice workstream for the M&A integration of Qualtrics within SAP. Reimagined the enterprise-wide customer, employee, and product feedback approach.

Bellevue, Wa, Us

Led customer experience and customer-centric transformation, encompassing the six core disciplines (strategy, culture, insights, journey mapping, experience design, governance) and driving cross-functional initiatives that improved both customer experience, employee experience, and operational efficiencies. - Developed the business case for digital commerce, from strategy to design to deployment, posturing the business to deliver an excellent digital buying experience.- Segmented the customers and mapped the current and future state experience for improvement in product roadmaps, communication to customers, and workflow redesign.- Co-led the customer success transformation initiative, which improved the onboarding approach, technology, and organization design.- Transformed the Global Services organization to cultivate an improved customer and employee experience, launched the digital transformation, and established scalability for continued growth.- Designed and developed the new customer portal with an updated user interface, improved customer needs, cross-functional business requirements, and updated technology.

Fort Lauderdale, Fl, Us

Articulated and executed the strategy to gain a deep understanding of the CX ecosystem, including the behavior, satisfaction and loyalty of customers, prospects, marketplace, employees, and partners. Leader of change agents shaping employee engagement and customer centricity. Drove the implementation of customer insight-based decisions and actions that fueled continuous improvement of CX, growth, and retention. - Authored business case and persuaded functional leaders (sales, marketing, engineering, commerce, and product teams) to adopt approaches that captured millions in additional sales and revenue.- Positioned Citrix to be a finalist for the annual CXPA award for customer centricity.

Fort Lauderdale, Fl, Us

Focused on the development and execution of customer focused strategies to drive growth, retention, and excellence in customer experience. Additional areas of responsibility include customer behavior analysis, segmentation and persona development, touchpoint mapping and journey flows, customer listening posts, customer advisory boards and competitive intelligence.- Partnered with Marketing to develop and deploy the NA market and customer segmentation and associated personas, which shrank costs of acquiring new leads. - Quarterbacked a user experience and behavioral analysis project that identified ways to increase purchase rates and boost new customer retention.- Collaborated with product teams to add prioritized customer needs to the roadmaps, which ultimately bumped up NPS.

Fort Lauderdale, Fl, Us

Established, championed, and executed on the global strategies and operations to deliver on Citrix's goal of "Be Customer Driven." Directed the Insights function to understand the behavior, satisfaction and loyalty of the customers. Developed and led innovative analyses and communication tools, accelerating the implementation of customer insight-based decisions throughout the organization to deliver on operational excellence and customer centricity. Also responsible for market research, customer retention, and customer analytics (modeling, metrics and predictive analytics).- Pioneered a customer-driven business case concept, which applied customer lifetime value and behavioral insights to justify product changes resulting in improvements in growth and retention. - Core team and customer metrics lead for revising KPIs to increase data quality and actionability.

Amsterdam, Noord-Holland, Nl

Built global CX program to address the customer and catapult profitable growth. Developed the Voice of the Customer (VOC) program and collaborated with business leaders to set the CX strategy. Conceptualized the customer measurement system and led related global improvement initiatives. Member of the Lean Six Sigma Council. - Revamped the escalation process, cutting resolution processing time in half. Increased fiscal responsibility and root cause visibility for further improvements.- Originated the Net Promoter Score program with Fred Reichheld and team from Bain, leading it to be a best-practice example cited in his book, as well as being highlighted in the Harvard Business Review (https://hbr.org/2011/05/how-philips-uses-net-promoter). - Introduced the North American Strategic Customer Council and ushered the executive team through strategy and operational discussions with key customers for annual planning purposes.

Norwalk, Connecticut, Us

Directed business process reengineering and systems projects across customer support, which involved identifying, coordinating, and rolling out change management efforts. - Spearheaded a Six Sigma Green Belt certification project with a significant improvement in the partner contract sales connect rate and an increase in revenue. - Restructured back-office teams and reengineered their business processes to handle higher workloads without increasing staff. - Identified and incorporated worldwide standards, tools, and processes for customer satisfaction survey. - Determined solutions and ensured measures required for compliance with Sarbanes-Oxley and Personal Information Privacy laws in the drive toward standardization.- Promoted from Manager of Customer Advocacy, Customer Satisfaction, and Major Accounts.