While every department needs a strong leader within the company, it can be said that customer experience needs an exceptionally strong leader. The reason being it’s not always intuitive for companies to invest in strong customer experience programs. Much of the budget goes to marketing or product or sales. That said, on the modern customer podcast this week we feature customer experience leader Leyla Seka.
You might know the name Seka because she was a key influence on Marc Benioff’s decision to make equal pay for women a priority at Salesforce, a Fortune 500 company. She was integral to the Women’s Leadership Summit this year at Salesforce’s annual Dreamforce conference. Whether it’s conveying Dolly Parton’s lessons about customer service or talking about empathy, Seka has a fresh and imaginative perspective on business that’s infectious. In this podcast we hear leading ideas on modern customer experience, an exclusive look into Seka’s views on career and much much more.
Seka is a leader in the customer experience industry serving as SVP and General Manager of Desk.com, Salesforce's all-in-one customer service app for fast-growing companies such as Yelp, SnapChat, Munchery, Bonobos, Dot & Bo and Luxe Valet. Desk.com connects agents with email, phone calls and social channels. Salesforce had an immense impact on the way companies interact with customers, specifically how companies store and manage that customer data. Gone are the days where everyone in the company doesn’t have the opportunity to touch that customer interaction, and collaborate around it. Desk.com plays a key role in the customer service side of customer experience.
More about Leyla Seka
Prior to her role as General Manager and Senior Vice President, Salesforce Desk.com Seka was responsible for building and growing the Salesforce AppExchange, the world’s leading business apps marketplace. In her eight years at Salesforce, Seka has held a variety of positions across product management, product marketing and business operations helping to build a scalable infrastructure to support the company’s business. Prior to Salesforce, Seka worked in product management and marketing organizations at Primavera Systems (acquired by Oracle), Evolve Software, Vivant and Eutron SPA. Seka also spent two years in West Africa as a Peace Corps officer in Mali. Seka holds a BA in International Relations and French from the University of California at Davis and a MBA from the Masagung School of Management at the University of San Francisco.
