Ramon Icasiano

Ramon Icasiano
CONTRIBUTING AUTHOR

San Francisco

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Customer Experience

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Ramon Icasiano is chief customer officer at Pathlight, a realtime performance management (RPM) platform. He’s an award-winning, 20+ year CX industry leader and visionary, whose experience spans many industries with well-known start-ups: Fintech (Earnin), Entertainment (Netflix), Mobile Gaming (Zynga), Telecommunications (Verizon), and various management consulting engagements.

Most recently as SVP of Customer Experience at Earnin, he helped the fast-growing Fintech company scale their global CX team from 30 agents to over 1,200 with locations in Ohio, Nevada, Palo Alto, India, and The Philippines. His strategy included hiring the core CX leadership team, engineering new support tools, and focusing on the proper measurements to drive growth, retention, and customer satisfaction.

As VP of Global Player Support and Advocacy at Zynga, Ramon led a turnaround and transformation of the global CX team. Initially supporting less than 10 game titles and 40 million monthly active users (MAUs), he had to quickly develop the culture, talent, technology, partners, and analytical capabilities to support 320 million MAUs in two short years. The team supported the launch and massive growth of 15 new titles (Farmville, Poker, and Words with Friends) with a global staff of 450 FTEs and 2,900 outsourced members located in Ireland, India, Asia, and the U.S.

As Director of Customer Support at Netflix, he launched their legendary support culture as highlighted in the Huffington Post ("The Secret Magic of Netflix Customer Service") and the New York Times ("Netflix, Thy Name is Customer Service"). Highlights of his time here include the development of a proprietary CRM system, supporting the 17x growth of the member base, and launching the initial support of their online service.

Holding various Senior Manager roles at Verizon, Ramon helped manage a very complex and dynamic contact center. His responsibilities included leading the in-language, training, consumer relations, and workforce management teams. The delivery site he helped manage included 600+ staff, 31 B2B and B2C lines of business, 2,500 unique inbound voice lines, 17 languages, and was open 24/7.

Now Ramon is applying his industry-tested skills and passion for helping companies grow at Pathlight. As one of Pathlight’s first customers, he saw Pathlight’s impact firsthand as it helped him build and scale a world-class CX organization at Earnin. As Chief Customer Officer, he will leverage Pathlight’s revolutionary platform to help customers build a leading CX strategy, culture, and technology stack.

Ramon enjoys spending time with family, playing tennis and watching documentaries on Netflix.

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