Boston, MA, USA, Feb 4, 2021 -- Cogito, a provider in AI Coaching Systems for the enterprise, announced the appointment of Mark Leonard to Executive Vice President of Customer Success. In his role, Leonard will lead Cogito’s customer success team, helping customer-focused organizations deploy human-aware technology to maximize employee performance and increase customer lifetime value.
"It was an easy decision to bring Mark on to lead customer success, as he will help us unlock the next level of customer centricity at Cogito," said David Sudbey, President and Chief Customer Officer of Cogito. "With demonstrated success in growth and leadership positions over the course of two decades, Mark’s experience building, inspiring and motivating teams focused on enterprise customer engagement in the contact center is invaluable as we forge ahead in 2021. His experience across verticals will be an asset not just to us, but to our customers who are looking to scale performance and empathy in the call center."
Leaning on 25 years of experience operating and selling large contact center solutions, Leonard’s main priority will be working alongside Cogito customer success managers to ensure customers are succeeding by achieving their target business outcomes. Reporting directly into Sudbey, Leonard will guide large organizations as they deploy and fully utilize Cogito’s AI Coaching System.
"Mark brings an incredible amount of industry experience to the Cogito leadership team and his hiring demonstrates our steadfast commitment to the success of our customers," said Josh Feast, CEO and Co-Founder of Cogito. "His energetic, enthusiastic and genuine nature will have a positive impact on our team and our customers. Mark’s expertise will help us refine and perfect our customer-first approach."
Joining Cogito from a customer care AI company, Interactions LLC, Leonard’s deep understanding of the AI space creates a solid foundation for nurturing existing and future customers. Drawing from his additional previous leadership positions at Enservio, Innovation Group, Digitas and Bertelsmann, Leonard also has a proven track record with enterprise-wide adoption of emerging technology along with the processes and metrics required to support customer health at every step of their respective journeys.
"After watching Cogito from the sidelines for quite some time, I’m thrilled to be joining the leadership team as we expand across the enterprise," said Leonard. "Undoubtedly a mainstay post-pandemic, this era of remote work has demonstrated the critical need for Cogito’s advanced AI technology that enables coaching when it's most impactful and provides a new source of analytics that drive a clear competitive advantage."
Veronica Silva Cusi, news correspondent
Cogito enhances the emotional intelligence of phone professionals by applying behavioral science through artificial intelligence and machine learning. Cogito’s software analyzes conversational dynamics to provide live guidance for agents and a real-time measure of customer experience for every call. Cogito is helping the world’s most successful enterprises improve sales results, deliver amazing service, and enhance quality of care. Cogito is a venture-backed software company located in Boston, MA.
Published: Friday, February 5, 2021