Meet Debbie Lillitos, TeamViewer’s new Chief Customer Officer

Q. Welcome to TeamViewer, Debbie! Can you tell us a little about your career journey?

 

A. I spent the formative years of my career in management consulting, working with UK government clients. It was a great professional grounding, and I truly loved being able to drive progress for public service. I later set up my own consulting firm, serving healthcare clients. After a few years I moved to Toronto, Canada where I took on successive Customer Experience leadership roles helping SaaS companies accelerate customer growth and improve retention. I've been very fortunate to have worked with so many great people and companies throughout my career.

 

Q. How do you define an exceptional customer experience?

 

A. For me it's a simple formula: An exceptional experience is when you set an expectation and you overdeliver on that expectation, with consistency and precision. Ultimately, customer satisfaction is the delta between delivery and expectation.

Q. In your opinion, what’s the biggest challenge companies face when it comes to customer success?

 

A. One of the biggest challenges I’ve seen is that as companies grow and expand rapidly, it can cause a centrifugal force that creates a pull away from the customer. The needs of customers, their voice, their challenges and how they want to be serviced can get lost in the noise of fast-moving businesses. Maintaining customer centricity and focusing on continuously optimizing the customer experience is challenging at scale, but absolutely critical.

Q. What convinced you to join TeamViewer?

 

A. The product portfolio, the people, the vision and the ability to make a truly global impact.