Compounding Value: How ZoomInfo Connects CX to Retention and Revenue

July 9, 20261:00 PM ET

In B2B, every customer interaction does one of two things: it compounds value toward retention, expansion, and trust — or it compounds risk that shows up at renewal.

Mary Iapicca, VP of Customer Experience at ZoomInfo, has built her CX organization around that reality. Her team serves both the account and the end user, designs digital experiences customers choose over high-touch alternatives, and connects CX directly to retention and revenue — not just resolution metrics.

Join Anna Fisher, CMO at Kustomer, for a fireside conversation with Mary on:

Why B2B CX teams must serve two journeys — the account and the end user — and where most get it wrong
How to separate signal from noise and identify the indicators that actually predict retention and expansion
Why digital CX is not a downgrade — and how ZoomInfo designs experiences customers actively prefer
The operating model changes required to move from activity-driven to outcome-driven CX

This session is for B2B CX, CS, and support leaders responsible for retention, expansion, and customer outcomes at scale.