Everetics

Principal and founder of Everetics. Transform Customer Experiences into revenue and retention assets. 30 years of expertise building industry and award-winning Customer Success and Support organizations combined with our software engineering experience position us as the partner to deliver results.

2024 -> "The Customer Revolution is over," and the customer won.

Let us help you acquire and retain customers though CX excellence.

https://www.everetics.com

Founder

Extensiv

• Launched a new Technical Service delivering $280k/year spanning API and EDI integrations, database reporting, and developer support
• Oversaw and managed 6 distinct service offerings
• Led, mentored, coached, and developed 7 team members and managers
• Developed, coded, and deployed enterprise Java integration platform
• Designed and coded Java SDK for Extensiv’s REST API

Director, Technical Services

• Led and managed 18 employees across 2 teams and 3 roles: 12 Support Engineers, 5 Implementation Managers, and 1 Support Manager
• Oversaw Customer Systems, Operations, and Programs team
• Led cross-functional Operations Council using Agile (Scrum) methodology
• Managed all company development, integration, and operational priorities
• Directed all customer program management (new product introduction, EA/beta)
• Established and facilitated corporate peer/value reward & recognition program

Director of CS Operations, Implementation & Support

• Documented and deployed the first scalable implementation and onboarding methodology, decreasing customer First Time to Value by 34%
• Integrated and automated customer implementation discovery to Salesforce
• Led and performed a Zendesk to Salesforce migration of over 800k records
• Created and launched 3PL Central’s first Net Promoter (NPS) Customer program

Director, Implementation Services & Support

• Increased operational efficiencies reducing Support volume by 20%
• Improved customer satisfaction by 10% to all time company high of 82%
• Deployed, integrated, and rolled-out new Voice of the Customer program
• Launched company’s first customer self-service portal

Head Of Support

Rapid7

• Increased online classroom bookings by 55% to $2M
• Doubled the number of online offerings from 2 to 4 in 6 months
• Deployed Docebo and Cornerstone OnDemand (Learning Management Systems) • Instituted and led a company-wide Learning & Content Creation Shared Service

Senior Director, Learning

• Scaled CS/Support team from 4 to 55+ staff members during 7 years of company hyper-growth
• Improved customer “Top-Box” satisfaction from 75% to 88%+ with 99% SLA compliance
• Increased Support’s operating margin from 87% to 89%
• Directed Rapid7’s Net Promoter Program achieving an NPS Score of 41%
• Awarded the TSIA Customer Success Star Award (2015)
• Presented “The New Responsibility of Learning in Support” at Service Strategies conference (2015)
• Awarded Stevie Customer Service Silver Award (2014)

Senior Director, Learning & Support

• Led and increased ASV PCI SaaS scanning services Line of Business 150%, annual revenue from 2M to 5M
• Improved customer satisfaction from 62% to 75%+ with over 98% SLA compliance
• Increased Support coverage and breadth from 1 to 5 products
• Evolved Support’s delivery to full “Follow the Sun”, 24x7
• Experienced 0% undesired attrition (internal or external)

Director, Customer & Technical Support Services

• Migrated, deployed and administered all customer facing team’s customer management to Salesforce CRM from NetSuite
• Expanded team 125% to include multiple OEM support relationships and global support coverage
• Established corporate customer KPIs, loyalty goals, measurement criterion, and execution plans
• Led and managed Support-Engineering interface, reporting and tracking methodologies

Technical Support & Services Manager

Deltek Inc.

• Developed and managed the Partner Channel Support Program overseeing 3 premium partners
• Conducted partner performance review and auditing
• Executed partner enablement training to strategic partners

Sr. Director, Support Partners & Alliances

• Led organization of 80+ employees and managers
• Combined 5 disparate Support teams into 1 cohesive organization, across 3 time zones and 4 different states
• Oversaw for all organizational talent management, recruiting, hiring, retention, training and corrective actions
• Facilitated all C-level customer escalations

Sr. Director, Technical Support

BEA Systems

• Managed US Support maintenance annual revenue of 260M and 93% customer retention
• Led and modeled strategic market-driven customer segmentation
• Directed all aspects of operations, including Program Management Office, Readiness, Call Center, and Customer Entitlement
• Achieved Support Center Practices (SCP) across 5 support centers spanning 3 time zones in the US
• Assessed Support Operations compliance for overseas, outsourcing partners

Director, Support Operations

Senior Manager, Enterprise Technical Support at BEA SYSTEMS, Inc. (2000-2003)
• Led Support staff of 19 that led company in every Support KPI (CSAT, CES, and Productivity) 6 consecutive quarters
• Developed and deployed real-time satisfaction dashboard and performance metrics for Support staff
• Handled F100 escalations, ensuring issues were resolved expeditiously and retaining BEA's clients

Senior Manager, Enterprise Technical Support

Senior Support Engineer

Werner Enterprises

Java/J2EE Architect

Bass and Associates

Senior Java/J2EE Consultant

Sterling Software

Java/J2EE Software Engineer

United States Air Force

ICBM Missile Targetting Programmer

Decode/Validation Satellite Programmer

Computer Operator

Founder at Everetics. On a mission to unlock revenue through Customer Support and Service excellence

Are you leaving money on the table by overlooking the impact of excellent Customer Experience and Support?

If so, you're not alone. Hi, I'm Shane Smith, the founder of Everetics.

For over two decades, I have led Customer Support transformations from tiny SMBs to billion-dollar enterprise businesses, and the one common key to scaling and ultimate success has always been providing consistent, exceptional customer experiences. The bad news is that after 2023, customers are more unhappy than they have ever been with their vendors. But the exciting news is that standing above competitors has never been easier - the definition of opportunity.

Everetics helps forward-thinking companies transform their Customer Experience into a competitive sales and retention advantage. And it's not all "feel good" fluff because we believe any business decision must bridge the gap to revenue - including Customer Experience, Support, and Service. And not connecting the dots to revenue is where many fail.

AND - we don't "should" all over you.

The reality is that every business is unique and has different kinds of customers and needs. CX cannot be a one-size-fits-all or "boilerplate" approach. This is why it is essential to embed into the context to tailor and personalize a strategy that actually fits, works, and delivers actual results.

We offer many services, including consultations, Professional Coaching, classes, Fractional Leadership, CX Financial Modeling, and a robust Support Readiness Assessment. Unless you are dialed in to exactly what you want, let's just start with a conversation and figure out what's best together.

My expertise has been recognized by industry leaders and has earned awards, such as the TSIA Customer Success Gold Star Award, the Stevie Customer Success Award, and the Service Strategies Support Center Practices Certification. With over 20 years of experience with small ($4M) and large ($1.4B) enterprise software/SaaS businesses and Customer Support, I have navigated numerous challenges, including recessions, rising costs, declining retention rates, scaling, hyper-growth, and IPOs.

If you're ready to take Customer Experience to the next level and differentiate from your competition, let's connect and explore ways to achieve your objectives. Book a free time to chat.


Email: ssmith@everetics.com
Web: https://www.everetics.com
https://calendly.com/everetics/15min-introduction

Shane Smith

Katie Stabler CCXP

CULTIVATE Customer Experience by Design

CULTIVATE is a Global Customer Experience (CX) Consultancy built on a passion for customer care. With multi-sector, world-wide experience, CULTIVATE can help you understand your customers and deliver an exceptional experience for exceptional results.

CULTIVATE’s mission is to support your organisation to achieve its aim’s and reach optimal profitability with the implementation of a personalised Customer Experience Strategy. 

Working with CULTIVATE means you are aiming for customer-centricity and the business-wide benefits that will help you to achieve. 

Get in touch with Katie to book a free introductory call: https://www.cultivatecustomerexperience.com

Founder and Director of Customer Experience

Awards International

Host of the UK Customer Experience Awards build up - CXTrendTalks

Event host

EvaluAgent®

Customer Experience Consultant

JT Group Limited

Customer Experience Consultant 

Ports of Jersey

CX Consultant

Fujitsu

Citizens Advice

Customer Experience Consultant (Research, User Testing and Service Design)

Creative Entrepreneurs

Female Entrepreneur Association (FEA)

Appointed to take the global CX strategy to the next level with a key focus of customer loyalty

· Overhauled existing unsuccessful customer experience strategy replacing it with a new acquisition/retention/loyalty focused plan focused on ambitious organisational growth. This saw retention rates stabilise at over 80%, a + 7% enhancement in 10 months.

· Revitalised a stale data suite, turning un-utilised data into actionable insight, leading to demonstrated process improvements and a programme of personalisation

· International team and project management (Concurrently running multiple projects across international teams) including CRM management (Intercom, Groove and Infustionsoft)

· High-level support of the marketing team, implementing a customer journey framework and customer-centric design framework to maximise multi-level customer journeys with a focus customer acquisition, retention and NPS improvement (+59)

· Built relationships with the existing executive team to collaboratively agree on new strategic goals and associated targets for business development in 2020, suitable for a fast-paced, dynamic organisation

Head Of Customer Experience and Member Optimisation

Lowell

Appointed into a brand new role, reporting to the Director of Customer Experience I was integral to the implementation, design and delivery of a brand new Customer Experience strategy across the UK (for the first 12 months I also managed the Quality Assurance team)

· Designed and implemented an organisation-wide customer-centric design framework which facilitated holistic and measure service design resulting in improved quality assurance performance

· Developed a robust suite of KPI’s, KRI’s and customer experience Metrics to design appropriate organisational targets and enhance team performance. Metrics included Voice of Customer (VoC) Voice of Employee (VoE), Voice of Process (VoP), Customer Satisfaction (CSAT), Net Promoter Score (NPS) and Customer Effort Score (CES)

· Enhanced internal process to promote a Customer-Centric culture throughout the whole business, this included enhancing call guides and process alongside regulation. It also involved the creation and implementation of a customer experience/operational matrix tied to performance, reward and recognition (Annual bonus). This supported increased employee satisfaction and NPS year on year as we achieved Investors in Customers GOLD award, NPS growth + 5 (+42) and 2-star increase in TrustPilot to 3 stars.

· Created a structure of strategy governance from the MD and directorate board down to our front line customer champions which ensured customer experience was an organisational wide initiative

· Worked closely with leading stakeholders to develop enhanced customer-centric strategies (including the creation and widespread embedding of a customer experience recovery process)

· Procured a large customer feedback platform enhancing our VoC (We moved from using ‘Big Ears’ with the collection of just 300 pieces of feedback per month to ‘Rant and Rave’, utilising over 1000 pieces of feedback and creating a more statistically reliable data set)

· Project and people management / High-value budget management

Customer Experience Head of Design & Delivery 

Customer Experience Isn’t a Strategy—It’s a Movement

A good customer experience isn’t enough. To truly stand out, businesses need a customer-centric philosophy that drives loyalty, increases profitability, and inspires lasting change.

That’s where CULTIVATE comes in.

I don’t just help businesses implement CX strategies—I help them embed CX-Ism, transforming customer experience into a movement that reshapes culture, operations, and leadership.

Why Work With CULTIVATE?

We have a proven track record of driving real customer-centric change:
⭐️ Author of CX-ISM
⭐️Amazon #1 Bestselling Co-Author – CX 2
⭐️ Top Global CX Thought Leader
⭐️ Host of the UK & International CX Awards
⭐️ Sought-After Keynote Speaker & Trainer

Are You Ready to Build a CX Movement?

If you answer YES to any of these, let’s talk:
✅ Want loyal customers who keep coming back?
✅ Need better reviews, higher satisfaction, and stronger word-of-mouth?
✅ Struggling to turn customer insights into tangible business growth?
✅ Looking for operational efficiencies that improve CX and profitability?
✅ Want a culture where everyone understands their role in CX?

What We Do at CULTIVATE

We help businesses:
✔️ Design & implement a customer-centric strategy that delivers results
✔️ Build a culture where CX is embedded in every decision
✔️ Leverage data & insights to personalise experiences and drive growth

How We Make It Happen

🧠 CX-Ism Philosophy – Moving beyond strategy to create lasting cultural shifts
🚀 Leadership & Team Development – Empowering teams to deliver exceptional CX
🔄 Change Catalyst – Challenging the status quo to drive transformation
📊 Data-Driven Action – Turning insights into measurable impact
🧠 Customer Psychology – Understanding behaviour to create meaningful experiences
✏️ Training

Industry Experience

We’ve worked with:
🌱 Regulated industries
✈️ Airports
🌍 Global & multi-location teams
📞 Contact centre operations
💡 SMEs & micro-businesses
❤️ Not-for-profits

Why Clients Trust Us as Their CX Partner

🔷 Takes the consultancy out of consulting 
🔹 Metrics & Analytics Expert – Helping businesses measure & optimise CX impact
🔹 Feedback Strategist – Extracting game-changing insights from customer feedback
🔹 Boardroom Champion – Elevating CX as a business priority
🔹 Communication Powerhouse – Speaker, negotiator & storyteller who brings CX to life

CX is more than a function—it’s the foundation of sustainable business success.

If you’re ready to build a movement, not just a strategy, let’s connect!


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Shane Smith

Katie Stabler CCXP

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