Learn CX

My journey in customer experience analytics began at Dell Technologies in 2010, where I spearheaded the largest and most successful implementation of CX analytics and voice of the customer programs (Tealeaf and OpinionLab). By developing a sustainable growth model reducing operational expenses (OPEX) and generating product growth, we achieved a remarkable 243% ROI within the first six months and generated an impressive 9-digit annual attributed revenue gain for seven consecutive years.

This success led founders Robert Wenig (Tealeaf) and Mark Treschl (Opinionlab) to bring me to Quantum Metric, a SaaS CX analytics platform, where I joined as one of the early employees. During my tenure, we witnessed phenomenal growth, with ARR soaring from under $20M to over $100M and maintaining a 98% customer retention rate.

At Quantum Metric, I co-created the Continuous Product Design methodology and established the Center for Continuous Product Design, empowering strategic customers across several industries to leverage data-driven insights for product innovation and success with an operational process playbook & supporting content (2020-2022).

Not just product knowledge. Field-tested best practices leveraged to develop and launch the continuous learning program, including in-platform product and operational learning resources with two (2) dedicated resources serving over 7000 active customers at 683 accounts, partners, and employees [this is scale!].

Created the knowledge base (2019), founded Quantum Metric University (2020), Partner Academy (2021), the Center for CPD (2022), and community—The Quad (2021 v1, 2023 v2).

Knowledge audit + gap analysis: 10 underutilized articles to start

• learned the product with the CTO, Support and Product, Go-To-Market teams, specifically Sales Solutions Engineers, Customer Success Engineers and Consultants

  See what the team says about the process.

• compiled and documented FAQs and best practices

• created multiple formats to test which works best with each audience across industries and job function (analyst, engineer, marketer)

• developed knowledge architecture and scaffolding for knowledge product plan

• aligned with all discovery teams and stakeholders to develop the core content for beta release of the University

• reviewed feedback in course and article surveys regularly with core team of stakeholders

• joined regular account meetings to review company specific results, collaborate, and celebrate their success!

• developed internal reporting in Salesforce for Account Managers to include in Business Reviews and account evaluations for retention and growth

• continuous design and development of the continuous learning program with every product change and best practice discovery from the customer, GTM teams and partners

Year two: Produced a revolutionary learning framework that drives action: LEAP

• Learn: Acquire new knowledge and skills through live workshops co-led with key customers and internal experts, in-product tutorials, and self-paced courses

• Engage: Participating in hands-on activities, networking with peers, and sharing insights

• Assess: Evaluating progress and identifying areas for improvement through course assessments, badged paths, certifications, CX analytics and feedback

• Practice: Applying new skills and knowledge in real-world scenarios to drive better results

This is continuous learning at Quantum Metric. https://www.quantummetric.com/continuous-learning

After testing with strategic customers and partners, each phase of the continuous learning suite of products launched at the annual user conference with a half-day of programming run by Customer Success and Product superstars, QMU (Quantum Metric University) Live! at LEAP:

• 56% of attendees came for learning the first year driving 5x attendance each year

• Year two, 85% of accounts completed coursework in the Learn-Engage-Assess-Practice (LEAP) format Live! and via self-service at home

• Product adoption: certified learners spend 4.4x more time engaged in the product and one-time learners adopt associated actions at 3x over their peers

Operational practices in the Center for Continuous Product Design (CPD) in 2022 proved:

• 11% of accounts built Centers of Excellence by leveraging existing resources to level up cross-team results and sustain engagement

• Drove repeatable value, 198% annual average ROI by year two across Tier 1 accounts (over $300k ARR)

• Early access to Google Bard AI [Gemini AI] to provide analytics summaries

• Learned what works with digital leaders and product teams across industries: American Airlines (travel), AT&T (telecom), GEICO (insurance), US Bank (fintech), Betfair (gaming), CVS Health, Walmart (retail)

Chauncy is considered a digital product operations & thought leader and has spoken at 20x conferences inspiring digital leaders and teams around the world.