Karen Mangia

Karen Mangia

Title: VP, Customer & Market Insights

Company: Salesforce

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Three preventable customer experience crises


Every company listens to customers. Most companies measure customer relationship health. 


Few companies avoid customer attrition, despite both. Are you listening without hearing? Measuring without acting? Winning without succeeding? Discover the top three crises every customer focused company faces. And strategies to successfully navigate them.

About the speaker

As Vice President, Customer and Market Insights at Salesforce (NYSE: CRM), Karen Mangia engages current and future customers globally to discover new ways of creating success and growth together.

From Executive Advisory Boards to strategic consulting engagements, her insights are central to Go-to-Market strategy, product development, marketing and branding. In addition, she influences industry thought leadership in her role as Chair of the Customer Experience Council for The Conference Board. 

Formerly responsible for Insight Innovation at Cisco Systems (NASDAQ: CSCO), she led a global team with oversight into Customer Satisfaction & Experience, Diversity Business Practices, and Global Offset & Countertrade. She created the Partner Experience Team for Cisco - a global, cross-functional initiative that made it easier and more profitable for partners throughout the sales channel. 

Her career at Cisco began as a sales team leader, handling technical and channels professionals across a broad array of industries and partner interests, with a mutli-million dollar impact to the organization. 

Passionate about customer success, Karen began her Fortune 100 career at AT&T. Beginning as a project manager, she quickly rose through the ranks to leadership roles in account management for both voice and data customers. She holds a BS degree in international business and a Masters in Information and Communication Sciences, both from Ball State University as well as an Associate’s Degree in Hospitality Administration from Ivy Tech Community College. 

Karen is a TEDx speaker who also delivers keynotes globally that inspire thousands each year. She has been recognized with the Centurion Award, Hall of Fame Honoree, and a Graduate of Distinction from Ball State University; part of the 40 Under 40 in the Indianapolis Business Journal; and Ivy Tech Community College Alumni Hall of Fame. Karen an active volunteer for a number of community organizations. Her board positions with the Indianapolis Symphony and Ball State University reflect her lifelong love of music and support of educational initiatives. 

Her first book, Success With Less, was published in 2016. 

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