Global Leader,

Customer Experience.

Transforming CX through AI-first operations and research-driven strategy.

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Track Record

At Salesforce, I led customer experience strategy for 1,800 Customer Success Managers globally and contributed to $176M USD in attributable revenue over six years. I didn't do this by growing headcount—I did it by building scalable systems that amplified our team's impact. I was recognized as a top performer for four consecutive years.

At Safety Culture, I'm building a digital-first CX operation where AI handles routine inquiries, data surfaces proactive interventions, and humans focus on strategic, high-value customer work—the result is better outcomes for customers, lower cost-to-serve, and higher team satisfaction.

My approach combines research rigor (taught at Stanford, led 200+ customer interviews), operational scale (systems serving 9 to 1,800 people), and technical fluency (SQL, Python, AI-enabled platforms).

Impact

$180M +
Revenue Impact

+8%
Customer Retention

89.2%
CSAT

Expertise

  • Building AI-powered CX strategies that scale revenue, not cost

  • Leading global teams across diverse markets and timezones

  • Integrating research insights with operational execution

  • Translating customer data into executive-level strategy

  • Driving retention and growth through customer obsession

  • Optimizing cost-to-serve without compromising experience

Career Highlights

Salesforce Excellence

$176M in attributable revenue leading CX strategy for 1,800 CSMs globally. Recognized as top performer for 4 consecutive years.

Digital-First CX

Building AI-powered customer experience at Safety Culture serving millions of users globally. Created Customer360 platform enabling proactive intervention.

Bloomberg Challenge

Led research initiatives resulting in 2 cities winning $1M each in innovation funding through AI and digital transformation strategies.

Stanford Teaching

Taught research methodologies at Stanford's product engineering school. Trained Fortune 500 companies including Facebook, Samsung, Target, and Xerox PARC.

Contact

Laura Hyde Page | Global Leader, CX | Sydney, Australia