Kimberly Simms, Chief Customer Office at Planful, has 20 years in the industry and a background in consultancy firms such as Accenture and IBM. Joining Planful in 2020 Kimberly looks after the professional services, customer success, training and tech support teams, focused on optimizing customer journeys and improving retention. In this episode, she shares her insight into future direction of CS, the building blocks for customer experience, building in change management and the importance of net retention. 

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