hi y’all.
customer experience (CX) at scale
•
customer education
•
enablement
•
scaled customer success
•
continuous product design
•
data storytelling
•
keynote speaker
•
corporate yoga teaching
•
customer experience (CX) at scale • customer education • enablement • scaled customer success • continuous product design • data storytelling • keynote speaker • corporate yoga teaching •
Find the story.
I create cross-industry scaled Customer Experience (CX)—product, content, and process—centered on the customer data story, empowering digital teams to drive product adoption and sustainable business results.
Making CX simple is my superpower! ✨
See CX in action...
Why CX works.
I build Customer Experiences with scaffolding to scale sustainable results.
Problem-solving in the software space is my throughline, and I'm always eager to learn. By asking better questions, listening to our team, the customer—and the data—we can work together to find effective technology solutions and level-up!
My product journey started in analytics in 2010. Centering on the customer data story provides the best opportunity to connect the dots between the customer's digital experience and desired business outcomes. I've helped businesses achieve extraordinary results by focusing on what matters most: the customer.
I bring people and technology together—with passion.
Who I’ve worked with…
With a foundational decade start at Dell, the program and methodology evolved through strategic partnerships with my customers at *Quantum Metric across digital teams and executive leaders at American Airlines (travel), AT&T (telcom), CVS Health, GEICO, US Bank (FinTech), Betfair (gaming), Vistaprint and Walmart (retail). Thank you all for taking a chance with me and making small, continuous changes to your practices for the last 15 years!
CX Outcomes:
product management
1. Product adoption results
Enabling digital teams to deliver product— deeply rooted in the customer <data> story since 2010.
Consistent 4.4x product adoption rate increase, scaled cross-teams at several industries.
Partner product-led growth analytics proved 7x traffic customer acquisition and engagement
243% return on the product investment, in six months, avg 198% ROI annually
Design CX
enablement + analytics + AI
2. Digital Success
at scale
Created self-service technical product education offerings, change management and data governance processes to scale a Series A through B, $1B valuation Google Cloud Platform Analytics SaaS startup for four years. Kicked off with a decade of research and learning at Dell Technologies right here in Austin, TX.
Grew from under $20M to $85M ARR (Annual Recurring Revenue)
98% SaaS customer retention rate for three years
Learn CX
B2B [2C] enterprise
3. Operational engagement
Aligning cross-functional IT, product, success and partner teams to focus on the customer story, I foster digital Customer Experience (CX) ambassadors.
Developed a playbook to leverage collective strengths and existing resources to deliver better value and instill a renewed sense of pride.
Drove sustained value at 11% of accounts by building Centers of Excellence in contract year one across eCommerce industries: travel, telcom, retail, healthcare, and fintech
Increased Monthly Average Users (MAU) by average 310% across enterprise accounts
Organize CX
*Quantum Metric is a SaaS Customer Experience (CX) Analytics platform for teams across the enterprise to optimize the digital experience centered around the customer. I was employee #51, onboarded over 450 team members and thousands of customers and partners from 2020-2023.
“Chauncy generates and masterfully executes ideas by knowing how to bring together the right resources to get the job done.”
Jenny Berg, VP of Product Support
“In addition to being an amazing leader, her understanding of operationalizing software success is excellent!”
Francis Cordon, SVP of Customer Success
“Chauncy is a wealth of knowledge, creativity, innovation, and warmth.”
Jen Scopo, Senior Instructional Designer,
L&D Thought Leader
“Chauncy is a true culture creator.”
Kristin Lewandowski, People Finder &
Chief People Officer
“Chauncy is
‘passion-in-a-box’.”
Caitlin Tucker, SVP of Global
Experience Marketing
“Chauncy is an exceptional leader who possesses a genuine heart for enablement.”
Jesse Einfalt, Sr. Software Quality Engineering Mgr.
“Chauncy brings knowledge, expertise, passion, and positivity to her work and meetings with others consistently.”
Eunice Yo, Sr. Customer Success Engineer
“She is great at understanding vastly technical scenarios and distilling them into simpler digestible themes. ”
Simon Uhegbu, Customer Success Technical Lead
“Whenever someone is looking for best practices or advice, she is my go-to recommended resource and [enablement] thought leader.”
Ted Blosser, Chief Executive Officer, WorkRamp LMS
“Leveraging her innovation, she takes the initiative to drive improvements with the biggest impact across the business.”
John Reichard, Chief Technology Officer, Quantum Metric
Tell me your story.
How can I help y’all?
Do you have a highly motivated team of experts looking to solve big challenges, with limited resources?
I believe I can help. I’ve spent decades staying curious, solving technical problems, finding the story and uncovering motivation for people and teams on both sides of the software industry—at all levels.
Enable people with:
product: flexible customer-centric solutions, thoughtful integrations, knowledge and AI enhancement in primary workflows
process: operational best fit practices (Agile, Continuous Product Design, Lean UX, DevOps, ITIL) to streamline processes, optimize product adoption, and foster alignment to the shared goal
place: and a strong community of practice
This leads to meaningful customer data insights then impactful change, resulting in scalable, repeatable success and good GROWTH all around.