Presentation Topics
As a seasoned executive with 25 years of software industry experience, Marlene delivers dynamic and unique presentations under three major themes: Customer Support Strategies, Customer Success & Experience and Diversity, Equity and Inclusion and Company Culture.
Customer Success & Support Strategies
1. The Future of Support: Unlocking Customer Insights
2. Evolution to Technical Swarming
3. From Inception to IPO: The Art of Scaling your Customer Service Organization Through Storytelling
4. How Continuous Transformation of Your Customer Service Organization is Essential to Foster Customers for Life
5. Improving Efficiencies Through Inter-Team Utilization
6. Best of the Best in Customer Success
7. Own the Outcome: Optimal Ownership Model for the 3’s: Success, Support and Services
8. Establishing and Securing Customer Trust in Financial Services
Customer Experience & Community
1. Collaboration & Swarming with Slack
2. Community: Delivering Great Digital Customer Experience at Scale
3. Unifying Your DCX Processes Through “Hub” Initiatives
4. B2B Understands Lifetime Value
5. Developing Confident Customer Presence
6. Cracking the Code on Customer Value
DEI and Company Culture
1. Parenthood and a Tech Career: “Thriving Not Merely Surviving”
2. “Please Assign My Support Request to an Intelligent, American, English-Speaking Resource...”
3. Promoting Diversity, Equity and Inclusion through Remote Work
4. Diversity - The Art of Thinking Differently Together
5. Building Diverse Teams in High Tech
6. The Real You: Consciously Craft & Customize Your Message
7. Love the Life You live and Live the Life You Love: Adopted for global audiences: US, China and India
8. Building a Customer Success Team that Celebrates Racial, Ethnic and Gender Diversity