Nintex Q&A with Chief Customer Officer Josh Waldo

Chief Customer Officer, Josh Waldo, spends some time with us to share insight into the success of the recent customer success initiatives at Nintex and the exciting feedback from the Nintex Community over the last 6 months.  

1. Tell us about some of the Customer Success initiatives you have been driving lately.

In early March, we began offering several free resources to Nintex customers in their time of need.

We decided to remove the payment gates for instructor-led training, offered free certifications, and released 20+ COVID-19 solution accelerator templates to the Nintex Process Accelerator Gallery.

We have also published more classes, and all pre-existing registered users of Nintex University (as of August 31, 2020) were automatically grandfathered into a Nintex University training subscription valid through June 30, 2021.

We also just launched new coaching sessions that help customers develop solutions using the Nintex Process Platform for problems they’re trying to solve.

You can look forward to a new release of Nintex Customer Central and other added features like integrating Nintex Analytics within the portal for easier access and visibility.

2. What was the response like for these programs?

The positive response was overwhelming. In six months, more than attendees participated in on-demand and live training courses, over 10,000 classroom enrollments were recorded, and over 1,520 new certifications were awarded. Overall, 600 classes with 13 instructors were scheduled and delivered, achieving a 4.7/5 class satisfaction rating and a 4.9/5 instructor rating.

3. Why do you think it is so important to offer these free resources now?

People need more from their vendors than ever before. We cannot let our business model get in the way of doing what is right for our customers during extraordinary times such as these.

Customers are re-evaluating their strategies and retaining only the software products that enable them to mobilize their workforce by automating static digital processes and eliminating rigid analog processes.

Especially in this new “unintentional remote workforce”, the pace of automation is accelerating, and automation is moving to the top of the priority list.

Our customers are vital to our business, and they need us to step up. We will continue to do everything we can to help them move forward.

4. Nintex has been recognized for these efforts with the Trust Radius 2020 Tech Cares Award for its COVID-19 Customer Response.

Yes, the team is very proud to have received this award for their incredibly hard work. They are even more proud for the opportunity to help people when so much in the world is in state of chaos.

Responding this way to the crisis has made us a stronger company.

5. You recently spoke on a panel at Aragon’s Transform 2020 virtual event about these recent initiatives for Customer Success at Nintex. What is your approach?

I read a publication written by Gary Vaynerchuk, “Thank You Economy,” where he explains that when you help people in a genuine way, those people will pay you back.

I took this mentality to our programs as the more we can help our customers, the stronger we will be in returning value to the company’s bottom line.

6. What is so unique about your job?

 Customer success is a relatively new term in the industry, but it is by no means a new concept. The business outcomes that customer success is focused on is to retain and grow customers, which is even more important in the subscription economy.

I help customers get the maximum value and ROI from their investment in our products, and ultimately grow their use of the platform to automate more processes across their enterprise.

For me personally, this is very exciting. I love to help people. Luckily, I’m surrounded by hundreds of people across customer support and success programs who are all wired in the same way. We get personal fulfillment out of solving problems and helping people be successful.

Serving 10,000+ customers across the globe can be a challenge and we don’t always satisfy everyone, but we (along with our commercial partners) do our very best every day to improve the way people work.

7. What do you like to do in your time away from work?

I enjoy spending my time with my family and friends as well as getting onto the golf course when possible. Obviously, this is difficult when you’re balancing both home and work life at such a hectic pace. But I love the job, and Nintex is the best culture I’ve ever experienced in my professional life so that blend works well for me and I feel very fortunate.

8. Can you share any personal or professional lessons learned over the last 6 months?

Yes, without a doubt. Customers need what we deliver now more than ever. They need to understand their processes and map those processes out. They also need to evolve their now-remote processes through end-to-end automation. They cannot afford to wait for highly skilled developers to do this – they need to be empowered with the tools and knowledge to be process champions in their organizations.

I feel we have the best solutions to help make that happen.

I have also learned that it is not enough to just deliver great software; you have to find the right balance of resourcing and commercial arrangements in order to support your customers wherever possible. More importantly, we can learn by being agile and shifting with the climate.

I think we are still fairly early in our customer success journey as a company and we still have a ton of work to do to help all customers be successful, but I like the direction we are going and I like the feedback we are getting from customers on those efforts. Expect even more customer success initiatives coming your way soon!

 

 

To experience the ease and power of the Nintex Process Platform to help you manage your processes, request a personalized demo here.

 

 

Annie McIntosh

As a member of the Nintex Corporate Marketing team, Annie McIntosh spends her time creating content and delivering great experiences for Nintex customers and partners.

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