Join us for an interactive discussion with some of the industry's top leaders in Customer Experience as they dive into how CX is evolving from a siloed departmental function and driving pivotal business outcomes.
Join us for an interactive discussion with some of the industry's top leaders in Customer Experience as they dive into how CX is evolving from a siloed departmental function and driving pivotal business outcomes.
Senior Vice President
Chief Customer Officer
Splunk
Katie Bianchi is the Senior Vice President, Chief Customer Officer for Splunk. With over 20 years of experience, she oversees our commitment to helping customers achieve their business outcomes and ongoing value with Splunk. Katie is passionate about delivering exceptional customer experiences and introducing new services that help customers realize value with mission-critical enterprise technology. Prior to joining Splunk in 2018, she served as Vice President of Customer Success at GE Digital, where she led customer success growth strategy, services portfolio management, and renewal operations for its software business. Throughout her career, Katie has held leadership roles in product management, business development, services, marketing and operations across industries, including aviation, power generation, and oil and gas. She holds a B.S. from Ithaca College and an M.B.A from Boston College.
Chief Executive Officer
Gainsight
Nick Mehta is the CEO of Gainsight, the platform that helps companies of all sizes and industries drive durable growth through customer-led and product-led strategies. He works with a team of over 1400 human beings who together have helped create the Customer Success category that's currently taking over the SaaS business model worldwide. Gainsight is a five-time Forbes Cloud 100 recipient and Nick has been named the #2 CEO by the Software Report, has a 99% approval rating on Glassdoor, and was named Entrepreneur Of The Year for Northern California Award. On top of all that, he was recently rated as the #1 CEO in the world (the award committee was just his mom, but the details are irrelevant). He is a member of the Board of Directors at F5 (NASDAQ:FFIV) and has co-authored two books on Customer Success, Customer Success and The Customer Success Economy. He is passionate about family, football, philosophy, physics, fashion, parody music videos, and SaaS Customer Success. People told him it’s impossible to combine all of those interests, but Nick has made it his life’s mission to try.
Vice President, Onsite Sales & Customer Success COE
Insight Partners
With over 17 years of experience across hyper-growth SaaS and global scaleups, Ellie brings deep expertise in guiding teams to effectively identify and design an optimized customer experience by measuring and understanding the evolving needs, opportunities, and challenges customers face.
In past roles, Ellie drove innovative engagements and enablement programs to connect customer insights with market trends and business opportunities. She’s built customer lifecycle frameworks (implementation, enablement), evolved analytic capabilities (customer success, support), and launched customer loyalty programs (voice of the customer) that became key contributors to company value.
Prior to joining Insight, Ellie led Customer Experience at a cybersecurity startup, was the Senior Director of Customer Experience Transformation at SAP Concur and led Community Experiences at TEDxSeattle. She is also a Certified Customer Experience Professional (CCXP), a graduate from Stanford Graduate School of Business’ LEAD program and serves on the Board of Advisors for Women in Cloud.
While she grew up in the Bay Area, Ellie now lives near Seattle, WA and is a foodie who loves reading, traveling, and being on (or near) the water.
Founder and CEO
Chief Listening Officers
Bob London teaches customer success and sales teams how to have more strategic, revealing customer conversations. Over the course of conducting more than 2,600 customer discovery conversations with B2B decision-makers, Bob developed a series of bold, disruptive questions and deep listening techniques - called Radically Authentic Discovery - that get customers and prospects to open up about what’s important TO THEM.
Bob was named a 2022 Top 25 Customer Success Influencer by SuccessCoaching. He is also an Entrepreneur in Residence at the University of Maryland’s Dingman Center for Entrepreneurship; a board member of Mindshare, one of the country’s leading organizations for tech CEOs and founders; and an active member of Gain Grow Retain, a leading customer success community. Bob's clients have been honored more than 30 times on Inc. Magazine's list of 5000 Fastest-Growing Private US companies.
Bob is a regular and passionate writer and speaker on the topic of listening to customers, and his work and writing have been featured in the Wall Street Journal, The Washington Post, Forbes, the Miami Herald, USA Today, Inc. Magazine and The Washington Business Journal.
Your Splunk Heroes
Learn about all the customer contacts that are available to assist you in your data journey with Splunk.
By Katie Bianchi, Chief Customer Officer
By Beverly Smart, Customer Success Product Marketing Manager
Chief Executive Officer
Gainsight
Nick Mehta is the CEO of Gainsight, the platform that helps companies of all sizes and industries drive durable growth through customer-led and product-led strategies. He works with a team of over 1400 human beings who together have helped create the Customer Success category that's currently taking over the SaaS business model worldwide. Gainsight is a five-time Forbes Cloud 100 recipient and Nick has been named the #2 CEO by the Software Report, has a 99% approval rating on Glassdoor, and was named Entrepreneur Of The Year for Northern California Award. On top of all that, he was recently rated as the #1 CEO in the world (the award committee was just his mom, but the details are irrelevant). He is a member of the Board of Directors at F5 (NASDAQ:FFIV) and has co-authored two books on Customer Success, Customer Success and The Customer Success Economy. He is passionate about family, football, philosophy, physics, fashion, parody music videos, and SaaS Customer Success. People told him it’s impossible to combine all of those interests, but Nick has made it his life’s mission to try.
Vice President, Onsite Sales & Customer Success COE
Insight Partners
With over 17 years of experience across hyper-growth SaaS and global scaleups, Ellie brings deep expertise in guiding teams to effectively identify and design an optimized customer experience by measuring and understanding the evolving needs, opportunities, and challenges customers face.
In past roles, Ellie drove innovative engagements and enablement programs to connect customer insights with market trends and business opportunities. She’s built customer lifecycle frameworks (implementation, enablement), evolved analytic capabilities (customer success, support), and launched customer loyalty programs (voice of the customer) that became key contributors to company value.
Prior to joining Insight, Ellie led Customer Experience at a cybersecurity startup, was the Senior Director of Customer Experience Transformation at SAP Concur and led Community Experiences at TEDxSeattle. She is also a Certified Customer Experience Professional (CCXP), a graduate from Stanford Graduate School of Business’ LEAD program and serves on the Board of Advisors for Women in Cloud.
While she grew up in the Bay Area, Ellie now lives near Seattle, WA and is a foodie who loves reading, traveling, and being on (or near) the water.
Founder and CEO
Chief Listening Officers
Bob London teaches customer success and sales teams how to have more strategic, revealing customer conversations. Over the course of conducting more than 2,600 customer discovery conversations with B2B decision-makers, Bob developed a series of bold, disruptive questions and deep listening techniques - called Radically Authentic Discovery - that get customers and prospects to open up about what’s important TO THEM.
Bob was named a 2022 Top 25 Customer Success Influencer by SuccessCoaching. He is also an Entrepreneur in Residence at the University of Maryland’s Dingman Center for Entrepreneurship; a board member of Mindshare, one of the country’s leading organizations for tech CEOs and founders; and an active member of Gain Grow Retain, a leading customer success community. Bob's clients have been honored more than 30 times on Inc. Magazine's list of 5000 Fastest-Growing Private US companies.
Bob is a regular and passionate writer and speaker on the topic of listening to customers, and his work and writing have been featured in the Wall Street Journal, The Washington Post, Forbes, the Miami Herald, USA Today, Inc. Magazine and The Washington Business Journal.
