Katie Costanzo
Katie Costanzo
Katie Costanzo is President of Customer Experience at CSG, overseeing product, sales and services. She joined CSG in February 2024, as SVP of Customer Success, and quickly launched a unified customer success strategy that brings tremendous value to CSG customers. Before CSG, she held leadership roles in customer success and managed services and strategic accounts at Qualtrics, Clarabridge, FranConnect and Verint.
How to Revive Empathy and the Human Touch in AI-Driven CX
AI is becoming more intelligent, more autonomous, and more deeply embedded in the customer experience. Yet many of the most consequential CX failures I...
How to (Re)Build Customer Trust in the Age of Overwhelm
Everyone is overwhelmed. Teams are juggling fragmented systems, AI fatigue and pressure to personalize at scale. Focus is slipping because everything feels urgent. That same…
From A to B to CX Success: How to Connect the Dots Between Satisfaction and Revenue
Business is not a game of inches anymore. It's a game of centimeters—or smaller—with razor-thin margins for error. Organizations are putting every investment under...