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Caitlin Wood

Chief Customer Officer at ZeroFox, specializing in customer success within the cybersecurity industry. Focuses on customer experience, engagement models, and the integration of AI with the human element.

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Mar 26, 2025 • 35min

Defining the CS Playbook Philosophy to Balance - Guidance and Governance ft. Caitlin Wood (ZeroFox)

Caitlin Wood, Chief Customer Officer at ZeroFox, dives into the complex world of customer success in cybersecurity. She reveals the challenges of proving ROI when nothing happens, illustrating the delicate balance between customer experience and tangible outcomes. Caitlin discusses the evolution of engagement models, the role of AI in streamlining processes, and the importance of hiring the right talent to foster effective customer success. With insights on adapting playbooks and simplifying strategies, she offers a fresh perspective on maximizing customer value.