WALTHAM, Mass.--(BUSINESS WIRE)--Strengthening and advancing a long-standing strategic effort to drive continuous excellence across all customer relationships, PeopleFluent®, a leading social human capital management technology company, today announced the appointment of Courtney Harkins to Chief Customer Officer (CCO) for the Global Services, Support, and Customer Success organizations. In her new role as CCO, Harkins will report directly to Jeff Carr, CEO.
The Chief Customer Officer position at PeopleFluent was originally created for and held by Isobel Harris to merge all customer-facing roles, from pre to post sales, into a singular accountable organization. During Harris’ tenure as CCO, PeopleFluent delivered on this strategy, producing significant increases in customer satisfaction and enhancing long-term customer relationships and retention. PeopleFluent’s engaging, collaborative support solution, the Customer Community, was also successfully launched under Harris, improving customer communications and networking, and reducing support calls by as much as 50 percent. Harris has now been appointed as a director to the PeopleFluent Board and will remain the chair of PeopleFluent’s extremely active and influential Customer Advisory Board (CAB).
“We are fortifying an already strong commitment to continuous excellence in all customer relationships with the appointment of Courtney Harkins, a skilled and experienced leader in services and support, to the position of Chief Customer Officer,” said Jeff Carr, CEO of PeopleFluent. “Our ability to align all business and product decisions with the best customer outcomes and to deliver consistently excellent experiences is paramount. Isobel’s new position on the PeopleFluent Board of Directors and continued leadership of the Customer Advisory Board are a testament to our deep commitment.”
Courtney Harkins joined PeopleFluent as the director of customer support in 2012 after leading North American HR outsourcing SaaS services at Ceridian Corporation to over $500 million in annual revenue as their VP of client services. After great success at PeopleFluent in consistently and steadily increasing customer satisfaction, Harkins was promoted to VP of professional services and support, where she has been a significant contributor to PeopleFluent’s tremendously successful unified product and services strategy.
In their respective roles, Harris and Harkins will continue to align the business to deliver a unified, complete customer solution by fully utilizing valuable customer feedback and insights gained through the Customer Advisory Board and the Customer Community. Customer Advisory Board members, HR executives and senior management with significant knowledge of PeopleFluent’s Talent Management solutions are consistently engaged to evaluate customer and market needs, helping enhance product strategy, vision, communication and technology. The Customer Community, built on PeopleFluent’s innovative Mirror technology, provides an engaging, social online forum for PeopleFluent clients to collaborate and share best practices in addition to providing the best in traditional support functionality.
PeopleFluent, the leading total workforce HCM technology company, redefines Talent Management with an innovative Talent Engagement Cloud that is built around people and not HR processes. By deeply integrating pervasive video, strategic analytics and collaborative social technologies into its complete suite of Talent Management applications, PeopleFluent redefines employee engagement to address productivity loss and diminished financial results due to an increasingly disengaged workforce. With PeopleFluent, companies can change at the speed of business without costly IT interventions through intuitive, highly configurable software that is built upon the right data. Spanning across an organization’s entire global workforce with one talent cloud, PeopleFluent equips leaders with the meaningful talent data and strategic analytics necessary to make better business decisions.
PeopleFluent has worked with over 5,100 organizations in 214 countries and territories to engage employees to drive better business results. Today, 80 percent of the Fortune 100 relies on PeopleFluent as part of their talent management delivery strategy, helping them successfully achieve their talent aspirations.