This week, we announced the launch of our new Global Partner Program at SuccessKPI and the leadership appointment of Director and Head of Channels, Emil Modugno. Prior to SuccessKPI, Modugno designed, led, and grew go-to-market channel partnerships and programs to over 75 in less than two years at Zoom Video Communications. As the market demand for SuccessKPI’s Insight and Action Platform rises, Modungo will be well positioned to help launch the next generation of AI-powered contact centers
In this interview, SuccessKPI’s Vice President of Marketing Kathleen Atkins digs deeper into Modugno’s vision for empowering channel partners around the globe.
Kathleen Atkins (KA): Welcome to SuccessKPI, Emil! It’s great to have you on the team. How are you able to leverage your previous channel successes and insights as you launch the new channel program here?
Emil Modugno (EM): In my last appointment at Zoom, we were entirely focused on providing great customer experience through video technology. At SuccessKPI, we’re able to take a customer-focused mindset to the next level and transform the entire journey, with the contact center being at the heart of the experience.
In today’s climate coming out of the pandemic and with the uncertain political and economic environment, a positive contact center exchange especially during a time of need has the power to turn someone’s day around. Businesses are focused on delighting their customers and agent employees in more collaborative and streamlined ways. SuccessKPI is purpose-built to bring easy, actionable enterprise-wide business insights into the contact center and customer experiences. We are able to empower and coach the contact center reps to truly solve the customer’s challenges.
“…a positive contact center exchange has the power to turn someone’s day around…By focusing on customer delight, we are able to empower and coach the contact center reps.”
Put simply, when agents are happy and fulfilled, they provide the sort of customer experiences that can change an organization’s reputation for the better. Using this global channel program, we will be able to deliver this type of game-changing performance at scale.
KA: In your experience, what types of challenges have you seen organizations experience when it comes to effectively communicating with their channel partners?
EM: SuccessKPI is uniquely positioned to address critical issues that are impacting a business negatively, while focusing on their success–after all, it’s in our name! We’re able to genuinely help channel partners understand how we can do more for their clients and customers, and substantially retain and grow revenue in the process.
In fact, the whole idea of organizations being able to “do more” really stokes the fires of excitement for everyone. They can leverage new solutions that bring intelligence and transparency to the performance of their organization. They can better understand how to better support their agents. And with SuccessKPI, the agents are able to help clients in multiple languages and have dynamic, AI-driven playbooks that empower them to help customers more quickly and successfully.
“…with SuccessKPI, the agents are able to help clients in multiple languages and have dynamic, AI-driven playbooks that empower them to help customers more quickly and successfully..”
When you focus on the positive outcomes, you can do more for the whole contact center ecosystem. That’s the approach we’ve taken with our channel partners and, so far, the response has been productive.
KA: How are you able to use the core values of SuccessKPI to empower the partner ecosystem?
EM: This channel program wouldn’t be possible without the strong cultural foundation already in place at SuccessKPI. And the market has noticed, too. I just think back to the strategic investment of $33M to accelerate our global growth. It really proves that we have a rich value system and an effective springboard to help modernize contact centers. When the CEO approached me, the opportunity to put some structure to the rich channel relationships was a no-brainer, thanks to the culture of SuccessKPI.
SuccessKPI’s values are:
- We solve problems for our customers
- We care for our partners and teammates
- We work hard but we don’t take ourselves too seriously
- We make simple things easy and complex things possible
- We are creative and innovative
The value I have been coming back to over and over again is that we make simple things easy and complex things possible. Technology is already complex. SuccessKPI can bring value to anyone with a contact center tech stack without making it more complicated. And we’re bringing that same philosophy to our channel programs.
“The value I have been coming back to over and over again is that we make simple things easy and complex things possible.”
KA: How do you see things evolving for SuccessKPI’s channel program?
EM: As a startup, adaptation and evolution are built into the fabric of our work. The channel program is no different. We’re expanding every day in response to the growing partner community. There are no boundaries on solutions – we’re committed to adapting to each unique partner situation.
It’s critically important to the growth of our channel program to have everything they need to sustain excellent customer experiences.
KA: Tell me more about how you collaborate with the channel community. How does that impact the work you do?
EM: Great question! One of the most important things I’m focused on at SuccessKPI is that we provide impartial, honest, and predictable processes. Two of our founding principles are transparency and reciprocity. We’re about enabling and strengthening our partners’ relationships with their clients. We want to find new ways for them to, frankly, gain new revenue streams. The best way to do that is to work collaboratively with the partners and that’s a two-way street.
“Two of our founding principles are transparency and reciprocity. We’re about enabling and strengthening our partners’ relationships with their clients.”
KA: What else do you want the channel partners to know about SuccessKPI and the partner program you’re building?
EM: We welcome all your ideas. If you have an idea of how to improve customer experience, we want to hear from you. We want to involve our partners in advancing AI/machine learning technology and make it even better for those who use it.