Quality in a service or product is not what you put into it. It is what the customer gets out of it.
Lucy focuses on helping companies attain customer loyalty and retention through formal customer success practices. She has a commercial and customer mindset with a track record of building and executing a customer-centric business strategy successfully driving engagement, minimizing churn, and maximizing customer lifetime value.
Lucy was most recently EVP and Chief Customer Success Officer at Genesys®, where she led a global team of 1000+ customer success professionals accountable for post-sale customer experiences ranging onboarding, implementation, education, renewals, support, services, and voice-of-customer.
Prior to Genesys, Lucy was SVP of Global Customer Operations at Global 360, a Dallas-based BPM company and VP of Commercialization for Eastman Software, Inc., a wholly owned subsidiary of the Eastman Kodak Company.
Lucy has extensive global experience and has traveled to over 55 countries and 45US states, yet was born and raised in Boston Massachusetts and loves all things Boston – from the Red Sox to her second home on Cape Cod that she and her husband Steve share with friends and family.