Customer Experience

Most B2B SaaS companies still treat CX as a support function rather than a growth lever. I build Voice of the Customer programmes that surface the right insights, to the right people, at the right time, turning customer data into board-level decisions.

My approach

Inspect. Improve. Innovate.

Inspect your customers' reality. Understand what they think, feel and need. Ensure that those insights reach the people in your business who have the power to act on it?

Improve your listening infrastructure. Move beyond ad-hoc feedback and fragmented insight. Build a systematic approach to customer understanding that connects directly to leadership decisions.

Innovate through customer intelligence. Anticipate customer needs before they become churn signals and embed that intelligence into product, sales and retention strategy.

Testimonials

"Her flexibility and adaptability in any given situation is invaluable; she described herself as able to fill gaps but she delivered much more!"

VP Regional Marketing
B2B SaaS Company

"She played a key role in defining the [go-to-market] strategy [for France], sifting through different providers for events and media campaigns, negotiating contracts, pinpointing the optimal channels, and creating messages to align with the French market."

Marketing Director, B2B SaaS - Leader in Customer Experience

"An extremely talented professional, Karine brought outstanding leadership, governance, creativity and a keen business acumen."

CMO, B2B SaaS - Leader in Customer Experience

Case Studies

Insight-to-Action Gap

When VoC programmes fail to deliver results, I help (re)build the journey from insight to decision, and transition from a reporting exercise into attrition-busting action.

Churn Analysis

Sometimes churn appears without an obvious cause. I build listening programmes that get beneath the basic metrics and identify where the customer experience breaks down.

CX for Growth

I help business leaders connect their VoC programmes directly to marketing strategy, translating what customers value into messaging, content and advocacy.

Let's chat

Send me your details and I'll get back to you!