Carlos Gonzalez Vice President, Customer Success Operations Ceridian HCm

1. Carlos E. Gonzalez
Vice President - Customer Success Operations
Ceridian HCM
Don’t Challenge Your Advocates!

2. Your Customer’s Perspective
Your success is the cumulative total of the success of your customers!
Don’t Challenge
Your Advocates!

3. Is this the look of
a customer
who needs a
“challenge”?
USE AN IMAGE,
ICON(s), ANIMATED
GIF, VIDEO

4. USE AN IMAGE,
ICON(s), ANIMATED
GIF, VIDEO
A Perpetual stream
of “Opportunities”
never gets old

5. Slide - Style 1
• Thing One
• Thing Two

6. On May 29th, 1953,
Edmund Hillary,
became the first
climber to reach the
summit of Mount
Everest...
…XOXO is the
“Sherpa” for
Ceridian Customer’s
HCM Success

7. HCM Success | Education | Networking | Collaboration | Recognition

8. “Dayforce is optimized,
I’m HCM educated, I’m
networked, I contributed
to Dayforce’s direction,
I’m a proven success!”
- XOXO Member

9. Your Organization’s Benefit
Superhero customers, but what about stakeholder departments?

10. Shorter Sales Cycles
• Credible Stories = New Pipeline
• References = Hundreds of
millions $ influenced
• Qualified References = Seller’s
Time!

11. XOXO is Marketing’s Talent Agency
“Customer stories about Dayforce business outcomes are
key to producing our most compelling marketing assets.”
- Kristina Cleary – CMO Ceridian HCM

12. Implementation
• Thing One
• Thing Two
Implementation
• New Customers Trust Peer Mentors
• Focus on Proven Business Outcomes
• Faster Customer ROI
• Increased Implementation Bandwidth

13. Costs of one support
ticket ~ $200
Free Customer Support!
1 XOXOMatch = 3 Resolutions = $600
$600,000 in Support Cost
“Customers not only resolve each others issues, they
recommend best practices only industry peers would think of.”
- Fadi Yared – SVP Services – Ceridian HCM

14. Engineering

15. Keys to the XOXO’s Success
Lessons Learned at Camp!

16. 3 Key “Opportunity” Takeaways
Present opportunities to your all your customer
Don’t
Challenge Your
Advocates!
Invite every customer to be members, true advocates
will appear!
Every opportunity should have a clear intrinsic benefit
(Bonus Camp Takeaway – slightly-burnt Marshmallows are best!)

17. Carlos E. Gonzalez
Vice President - Customer Success Operations
Ceridian HCM
Connect with me at
www.linkedin.com/in/carlosegonzalez