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Adapting to the Changing Market: CS/CX Strategies to Consider

Updated: Jul 19, 2022

Adapting to the Changing Market: CS/CX Strategies to Consider webinar

On the precipice of the looming economic transition, we're staring at the likelihood of another recession.

So what does our changing economy mean for Customer Success and Customer Experience, and how do we prepare for what’s next?

We are thrilled to host's very own Mary Poppen, Chief Strategy and Customer Officer, alongside seasoned CS/CX leaders, Eric Grunden, Chief Customer Officer at MatrixCare, and Wayne McCulloch, Chief Customer Officer at WalkMe™, who will discuss:

  1. Common roadblocks in economic downturns

  2. The impact on how CS functions

  3. Ensuring customers have a consistent experience

  4. How to stay proactive and data-driven in this market

Join the conversation and explore how leveraging data can be your strongest bid against the bear market.


About Our Speakers

Mary Poppen is the Chief Strategy and Customer Officer at She is responsible for driving the Customer Intelligence category in the market. Mary is building a world-class delivery team focused on helping companies leverage the power of Artificial Intelligence (AI) to become customer-centric.

As Chief Customer Officer, Eric Grunden is responsible for ensuring all customers receive the award-winning service ResMed SaaS is known for. Eric is responsible for leading all customer facing departments.

Eric has a true heart for service. By working to open free medical clinics that serve those without access to quality medical care across the country, Eric embodies the ResMed culture that care runs deep.

Wayne McCulloch is the Chief Customer Officer at WalkMe™ with experience across all aspects of the Customer Experience (CX) Journey (onboarding, adoption, retention, expansion and advocacy).

Previously, Wayne was responsible for Customer Success of the entire Google Clouds SaaS portfolio including Workspace (formally GSuite), Looker, Apigee and Chronicle.

Shashi Bellamkonda is the VP of Marketing at He is known by many as the “social media swami”, and is a marketing leader who has worked with many entrepreneurs and local businesses and taught Digital Marketing Strategy and Marketing Analytics at Georgetown University as an adjunct professor. Shashi has been called the most customer-obsessed marketing leader and continues to educate himself on technology.


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Our AI predicts customer behavior with greater than 90% accuracy. How do we know? We test and measure the performance of our models regularly, in a variety of ways. Model training test accuracy - 94

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