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Kristi
Faltorusso
Chief Customer Officer
Kristi Faltorusso is a six-time Top 25 Customer Success Influencer, executive advisor, and founder of Kristi Faltorusso Consulting. With over 13 years of experience building and scaling Customer Success organizations in SaaS, she’s held senior leadership roles, including Chief Customer Officer, helping companies drive retention, expansion, and long-term customer value. Kristi works with founders, executives, and CS leaders to design modern Customer Success strategies that align sales, onboarding, adoption, and growth. Known for her candid, practical, and no-BS approach, she blends real-world experience with proven frameworks to help teams move from reactive support to proactive revenue impact. She’s also the creator of The Journey newsletter, host of multiple podcasts, and a sought-after speaker and workshop leader in the global Customer Success community.
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15 April 2025 17:00 - 17:05
Chairperson closing remarks
That's a wrap! We close with a few remarks from our chairperson before heading into happy hour.
15 April 2025 16:30 - 17:00
Fireside chat | Build or buy? Inside the realities of evaluating and contracting a digital agent
Digital agents are quickly moving from experimentation to enterprise priority, but evaluating them is anything but straightforward. From technical capabilities to customer trust, the stakes are high and the decisions complex. In this candid fireside chat, you’ll get an inside look at how Sophos approached the journey: from the initial trigger moment to evaluating vendors, aligning stakeholders, and navigating the realities of contracting in a fast-evolving AI landscape. We’ll explore the critical trade-offs between building and buying, the non-negotiables for customer experience, and the lessons learned along the way so you can approach your own evaluation with clarity and confidence.
15 April 2025 09:00 - 09:15
Chairperson opening remarks
Welcome to the Chief Customer Officer Summit Silicon Valley! Get ready for an exciting day of keynote speakers, proactive collaboration and networking. Kristi Faltorusso, will introduce the agenda ahead and lead a group ice breaker to kick-off the day.