Talkdesk®, Inc., the cloud contact center for innovative enterprises, today announced the addition of a new chief customer officer (CCO) position to its c-suite. Talkdesk CCO Chad Gaydos is the company’s first senior executive focused on creating and nurturing a corporate culture devoted to customer experience at every level.
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Talkdesk appoints Chad Gaydos as first chief customer officer to accelerate customer service excellence, drive next phase of growth (Graphic: Business Wire)
In this position, Gaydos is responsible for leading the strategy and execution for customer experience and engagement journey with Talkdesk. He will report directly to Tiago Paiva, Talkdesk chief executive officer (CEO), and serve alongside the broader Talkdesk executive board to design new programs and systems to improve customer relationships, retention, expansion, support, services and overall satisfaction.
Gaydos joins Talkdesk with more than two decades of executive leadership at Skillsoft, the world’s largest corporate learning software provider, and SAP, the largest global enterprise application software company. At Skillsoft, he served as chief revenue officer (CRO) and chief operating officer (COO), leading all aspects of go-to-market in the Americas, Europe, the Middle East and Africa (EMEA), and Asia-Pacific (APAC). In his role as COO for SAP’s Regulated Industries business, Gaydos was responsible for leading the strategy, operations, revenue performance, customer relationships and total customer satisfaction in federal, state and local government, utilities, and healthcare markets throughout the United States.
Customer experience management is one of the most critical areas for many executive management teams in today’s business climate. According to Gartner*, approximately 1,000 CCOs, and more than 3,000 heads, directors or vice presidents of customer experience have been appointed globally by organizations to represent the customer internally. For many companies, the CCO is a powerful asset in resolving customer issues, creating a sustainable competitive advantage, helping retain profitable customers and driving profitable customer behavior.
“Customers’ expectations for exceptional service are changing faster than ever, so it was critical to add to the Talkdesk management team a strong CCO who can provide a thorough customer perspective in executive decisions,” said Tiago Paiva, chief executive officer, Talkdesk. “Chad Gaydos has a remarkable track record in customer-facing roles across the globe and brings a comprehensive understanding of customer-centricity to the Talkdesk approach. His deep knowledge, vast experience and passion for customer excellence will be instrumental in deploying and aligning resources to increase the lifetime value and profitability of customers.”
“I am thrilled to be a part of the Talkdesk executive team. It is a privilege to cast vision for this new role, especially given the fast-moving dynamics of the contact center industry and the exciting forces shaping customer experiences in the SaaS market,” said Chad Gaydos, chief customer officer, Talkdesk. “Customers provide insight to innovate that will propel Talkdesk’s impact even further. I will be acutely focused on achieving customer outcomes with a hyper-relevant and highly adaptive level of service.”
This new appointment comes during a period of unprecedented growth and momentum for Talkdesk. Gaydos joins a renowned Talkdesk executive board, with recent additions of Kathie Johnson as chief marketing officer (CMO) and Vasili Triant as chief strategy officer (CSO). Since its inception in 2011, Talkdesk has grown to one of the most recognizable names in the contact center industry. The company has nearly 900 employees in seven offices worldwide. Most recently, Talkdesk was positioned as a Leader in the 2019 Gartner Magic Quadrant for Contact Center as a Service North America and named to the 2019 Forbes Cloud 100 list.
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Talkdesk Enterprise Cloud Contact Center empowers companies to make customer experience their competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,800 innovative enterprises around the world, including IBM, Acxiom, 2U, Trivago and Peloton, rely on Talkdesk to power their customer interactions. Learn more and request a demo at www.talkdesk.com.
*Gartner, How to Tell the Difference Between Customer Experience and CRM Projects, Ed Thompson, September 5, 2018