People say…
why CX works and what it’s like to work with me.
“Chauncy epitomized the definition of a symbiotic relationship.
Chauncy was my customer at Dell. Within a very short period of time, it was apparent that Chauncy and her team knew more about how to use Tealeaf than Tealeaf itself.
We were amazed. She rolled out Tealeaf to over 1,000 users, which was 2 orders of magnitude more than our best customers. We had to know—how did she do it—how did she onboard users, work around our product quirks, and more, all the while getting incredible value and truly making our software mission critical?She created methodology, training, documented best practices, and created the path forward for all Tealeaf customers. She not only helped her own company—she helped us—and fellow customers through speaking engagements and webinars.”
Robert Wenig, CTO & Founder, Tealeaf
Board member of Quantum Metric
“Chauncy generates and masterfully executes ideas by knowing how to bring together the right resources to get the job done.
Chauncy is a passionate and thoughtful leader.
Her teams’ creations combined helped to reduce support traffic and allowed us as a company to scale our onboarding and support operations. Chauncy brings fresh ideas, positive energy, and a can-do attitude to every project I have worked with her on, for over a decade first as my customer and then as my peer team leader.”Jen Berg, VP of Product Support
“In addition to being an amazing leader, her understanding of operationalizing
software success is excellent!
She ran a second-to-none
online university that had
documented success KPIs of increasing customer engagement by more than 4 times! She also ran a successful Operationalization Program that was applied to large strategic customers to increase their agility, connecting teams, and increasing stickiness and ultimately retention. She built the foundation of an online community to take the company to the next level of scale. She’s excellent to work with and a great leader that will care for her team and motivate them, hugely recommended!”Francis Cordon, SVP of Customer Success
“Chauncy is a wealth of knowledge, creativity, innovation,
and warmth.
We've collaborated
on several projects through the years and I always look forward to our conversations. I know that even though she is my client and is seeking a thought partner in me, I am going to walk away with a bunch of new ideas and fully energized!”Jen Scopo, Senior Instructional Designer,
L&D Thought Leader
“Chauncy is a true culture creator.
Chauncy's positive
energy and ability to
bring people together
fostered a sense of belonging
and camaraderie, resulting in enhanced collaboration and productivity. Chauncy cares deeply and authentically for the people around her making her a joy to work with. I truly valued our time together.”Kristin Lewandowski, People Finder & Chief People Officer
“Chauncy is
‘passion-in-a-box’.
For our annual user
conference, she took care
to create engaging, hands-on content for practitioners that had rooms overflowing with eager students. She cares deeply about her work and its impact and brings a fun energy to content that is, at its core, quite technical. She's an energy boost to any organization!”Caitlin Tucker, SVP of Global
Experience Marketing
“Chauncy is an exceptional leader who possesses a genuine heart for
enablement.
Her dedication to
empowering customers
and ensuring their success was a sight to behold. It was evident that Chauncy views customer enablement as more than just a task; it was a fundamental aspect of fostering a culture of continuous learning and growth.”Jesse Einfalt, Sr. Software Quality Engineering Mgr.
“Chauncy brings knowledge, expertise, passion, and positivity to her work and meetings with others consistently.
I've had the pleasure
of working directly with her to put together a technical seminar where she insightfully guided the flow of my content and provided feedback to better translate technical nuisances for a broader audience, all while boosting our time with energy, confidence, and efficiency.
She has the keen ability to lean into technical spaces, extrapolate relevant content then transform them into material that can be digested by any type of audience, while maintaining a humble posture of curiosity, openness, and eagerness to learn.”Eunice Yo, Sr. Customer Success
Engineer
“She is great at understanding vastly technical scenarios and distilling them into simpler digestible themes.
Chauncy and I worked closely together at Quantum Metric as early members of the team. She was a vital member of our group, a great collaborator as her ideas, drive and determination to push us forward inspired us and drove results.
The QM University programme, a project Chauncy owned and drove, was a web portal used to train internal and external users of Quantum Metric and educate them on the intricacies of configuring and effectively using it's powerful analytics data. The first version was initially built up over 12 weeks and I am still immensely proud of how quickly and comprehensively we put that project together today. It for sure helped to accelerate early customer adoption and internal team onboarding.
She would often listen to users and technical team members and be able to break apart their stories into individual topics or tasks, and then help facilitate appropriate solutions or find best practice, by asking great questions.”Simon Uhegbu, Sr. Customer Success Engineering Mgr.
“Leveraging her innovation, she takes the initiative to drive improvements with the biggest impact across the business.
Where to begin? I cannot say enough about Chauncy. She has to be one of the most passionate, dedicated and efficient individuals I have had the pleasure to work with in my tenure. She is constantly strategizing on ways to make things better. Her attitude is uplifting and her energy is infectious. To build an entire customer community (from the ground up) that drives adoption and retention of our customers is such a MASSIVE undertaking to say the least. To put it simply, QM would not be where it is today without Chauncy Cay Ford.”
John Reichard, Chief Technology Officer
“Whenever someone is looking for best practices or advice, she is my go-to recommended resource and thought leader.
I've worked with hundreds of enablement/customer education professionals and Chauncy is one of the best leaders I've had the chance to work with. She has the rare ability to combine vision + communication + execution and help propel key programs and products forward. Anyone would be lucky to have her on their team!”
Ted Blosser, Chief Executive Officer, Workramp LMS Cloud
“She has broad business process and operational experiences that allow her effectively manage operational issues and provide a great customer experience.
I worked with Chauncy for three years as an key IT leader within the Seton Family of Hospitals as a Operations Manager for our Dell contract. During that time, Chauncy has exhibited great leadership addressing challenging issues, customer service focus and relationship management skills.”
Gerry Lewis, Chief Information Officer, EVP, Ascension Healthcare
“Chauncy is a pleasure to work with.
She balances a keen eye for detailed finance and process management with a great personality that makes her both fun to work with and dependable for precise information.”
Todd Kemper, PMP, MCSE, Healthcare Technology Innovator
“Her leadership in cross-functional teams and strategic partnerships was outstanding.
I had the pleasure of working with Chauncy Cay Ford at ZayZoon, where she excelled as the Director of Product Management. Chauncy is a data-driven leader who made impactful decisions, significantly optimizing our product performance. Chauncy led the development of six integrations in eight months, achieving a 93% feature rating on G2. She is a remarkable professional, and I highly recommend her for any product management role.
Spencer Goldade, Director Product Experience, ZayZoon
“She consistently fosters a collaborative environment where diverse perspectives are valued, leading to innovative solutions and successful outcomes.
I started working with Chauncy in 2010 at Dell Technologies, where we built a global customer experience management program that empowered teams and drove results. Her requirements-driven approach ensured alignment with customer needs and organizational goals. Inspired by her work, we expanded the role of the CEM solution throughout the entire organization. Her tight cooperation with both users and vendors led to industry-first integrations between our CEM solution and CX Analytics and VOC tools.
Chauncy's ability to collaborate effectively with cross-functional teams, including engineering, product, marketing, and customer success, is a testament to her strong interpersonal and communication skills. I am confident that Chauncy's unique blend of product management expertise, operational best practices, data-driven decision-making, and passion for customer enablement will make her an invaluable asset to any team.
Chris Zbinden, Senior Staff Software Engineer, Dell | Quantum Metric | Walmart
Let’s craft CX:
Product adoption results
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Enabling digital teams to deliver product with programs deeply rooted in the customer <data> story since 2010.
Leading cross-functional teams to discover, define, design, and deliver impactful solutions with a 4.4x product adoption rate increase, scaled cross-organizationally to teams from marketing, product, IT and support
Partner product-led growth analytics proved 7x traffic customer acquisition and engagement
Delivered an average 243% return on the software product investment in six months, and an average 198% ROI annually
Success that scales
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Experience founded in the field with over a decade in corporate IT field services and digital product teams at a large global enterprise, transitioning to becoming one of the first 100 employees of a Series A through B, $1B valuation SaaS analytics and AI start-up for four years.
Grew from under $20M to $85M ARR (Annual Recurring Revenue)
Sustained a 98% customer retention rate for three years
The throughline to the story of success is ENABLEMENT. Developing self-service solutions to empower people at scale, allowing the team to LEVEL-UP services, and appreciate the value of your relationships.
Operational engagement
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By redesigning inefficient processes and aligning goals with the customer story, we can leverage our collective strengths to deliver better value and instill a renewed sense of pride.
Empowering teams with:
deep product knowledge,
integrated solutions,
and a strong community of practice
enables them to uncover meaningful insights from customer data can become true advocates for impactful change.
Bonus!
Wellness for focus
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What do you do with all of this success? Fostering a kind and curious community of practice leads to measurable financial benefits. This level of delivery—even at scale—can take a toll on your teams.
Offering an intentional pause helps the creative mind relax—and innovate—in a safe space
Leading corporate-minded, approved meditation has positive impact for technical teams, allowing those agile minds to tap into their parasympathetic nervous system and just breathe
Happy people produce better results