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Alex
Crawford
Customer Success Director
AVI-SPL
Alex Crawford is a Customer Success executive with more than 28 years of experience helping organizations maximize the value of their technology investments. Throughout his career, he has worked across engineering, consulting, solution architecture, sales engineering, and customer success leadership roles, giving him a unique perspective on how technology, business outcomes, and customer relationships intersect. Currently serving as Director of Customer Success for Symphony at AVI-SPL, Alex partners with global enterprise organizations to drive adoption, business value, retention, and long-term strategic success. His experience spans unified communications, collaboration technologies, contact centers, SaaS platforms, customer experience, and enterprise operations. Prior to AVI-SPL, Alex held leadership positions with ConvergeOne, Nectar, Avaya, Lucent Technologies, Integrated Research, and Carousel Industries. Over the course of his career, he has helped Fortune 500 companies and public sector organizations navigate technology transformation initiatives while improving operational efficiency and customer outcomes. Beyond his corporate experience, Alex participated in the FIFA World Cup events in 2002 and 2006, contributing to large-scale international operations and gaining firsthand experience supporting complex global initiatives. These experiences helped shape his passion for teamwork, execution, and delivering exceptional experiences under pressure.
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23 September 2026 11:15 - 11:45
Making customer value visible: The rise of outcome-led customer success
As Customer Success matures, the focus is shifting from activity tracking to continuously proving and reinforcing customer value. Outcome-led CS is emerging as a discipline built on measurable impact, where success is defined by realized business outcomes rather than engagement alone. This session explores how leading teams are designing systems that keep value visible, measurable, and ongoing throughout the customer lifecycle. Key themes include: - Outcome architecture that aligns success plans with customer business goals - Value realization systems that track and reinforce impact over time - ROI telemetry that makes customer value measurable in real time - Proof-of-value automation to continuously validate outcomes - Customer operating metrics that connect usage to business performance - Success plans directly tied to business KPIs As the definition of “success” becomes inseparable from provable value, the gap between perceived and realized impact is where the next generation of Customer Success will be defined.