Redwood City, CA, USA, Feb 2023 - Cyara, provider of Automated Customer Experience (CX) Assurance Platform, today announced the appointment of Bruce Rosen as Chief Sales Officer (CSO) and the promotion of Dennis Reno to Chief Customer Officer.
Rosen has joined to lead the company’s Global Sales organization, including Direct Sales, Channel, Partner, Solution Architects, Enablement, and Business Development. In his capacity as CSO, Rosen will play a critical role in establishing Cyara as a solution provider in the CX assurance market. He will be responsible for building and executing the company’s strategic vision and plan for the future, scalable growth. Rosen’s key priorities include aligning the company’s growth strategy to its current and future CX solutions, and driving strategic partnerships with major Contact Center as a Service (CCaaS) providers and their partner ecosystems as they drive enterprises to improve their CX and migrate to the cloud.
"I’m incredibly excited to be joining Cyara, providing transformative technology that enables enterprises to accelerate their CX development and assure customer journeys end-to-end across all digital and voice channels," said Bruce Rosen. "I look forward to building a sustainable, long-term go-to-market strategy that will increase the velocity and trajectory of growth for Cyara globally for the future."
Cyara is also continuing to invest in its customer success by appointing Senior Vice President of CX Dennis Reno to Chief Customer Officer. Reno joined Cyara nearly three years ago and has successfully led the global Customer Experience team to achieve excellence in providing post-sale service and support to its customers, maintaining a Net Promoter Score (NPS) of 51 or higher since joining Cyara in 2020. In his new role, Reno will be responsible for the customer experience across multiple touchpoints for Cyara’s global customer base, including onboarding, technical training, education, all post-sales activities, and retention.
"The most significant change in my new role as Chief Customer Officer is taking full responsibility for all things related to the customer. The responsibility for a customer-centric culture and revenue growth opportunities with existing customers was once spread across multiple executives in our industry. Now we have one executive nurturing that culture and representation of the voice of the customer at the core of our business," said Reno. "I’m looking forward to empowering all Cyara employees, regardless of their role, to think about the impact each of us can have on delighting and retaining our dynamic customer base. ‘Creating Customers for Life’ is at the heart of this role. I’m exhilarated at the idea of the difference we can all make in our customers’ businesses and how we can change their customers’ experience."
"We are delighted to welcome Bruce to the Cyara leadership team," said Alok Kulkarni, CEO and Co-founder of Cyara. "Bruce stood out as someone with proven leadership skills, who possesses a great mix of both direct domain experience in our industry as well as scale growth experience. His role as CSO will be critical as we strive to further expand our position as a global leader in CX assurance. I am also excited to announce Dennis’ appointment as Chief Customer Officer. Dennis is an incredible asset who is highly skilled at building strategic customer relationships that lead to high levels of customer satisfaction and retention."
Posted by Veronica Silva Cusi, the news correspondent
Cyara Solutions is helping Fortune 500 companies around the world redefine their customer service through a better contact center experience. Cyara is a pioneer of next-generation premise and cloud-based solutions for simulating, testing and monitoring IVRs, voice biometrics, outbound dialers, voice callback and contact centers. Cyara performs automated load and functional testing and production monitoring of contact center infrastructure and application components, testing companies’ end-to-end contact center customer and agent experience in a repeatable, automated manner.
Published: Thursday, February 9, 2023
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