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Kathy-Anne
McManus
Chief Customer Officer
CDK Global
Kathy-Anne “KAM” McManus is Chief Customer Officer at CDK, leading post-sales teams across professional services, customer success, learning services, customer care, and consulting. KAM drives customer satisfaction, retention, and loyalty while maximizing the value of CDK solutions and improving NPS and operational efficiency. Previously, she served as Avid Technology’s first Chief Customer Experience Officer and has held senior leadership roles at Adobe, Amdocs, Ericsson, and Telstra. With over 30 years of experience and work across three continents, she brings deep expertise in business process change and global customer success strategy.
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11 March 2025 09:15 - 09:45
From loyalty to leverage: Turning loyal customers into advocates
Keeping customers happy is just the start. KAM explores how loyal customers can become powerful advocates who drive expansion, influence, and measurable business results. She shares strategies for activating advocacy programs, embedding customer-centric goals across functions, and creating a culture where every employee contributes to customer success, using candid lessons, real-world examples, and practical frameworks to turn retention into a true growth engine.