Congratulations to Ursula, Senior Advisor and Investor, formerly Global Director of Customer Growth at Meta Reality Labs for building a scalable, effective onboarding and adoption framework!
Faced with opening a new market category by introducing cutting-edge technology like virtual and mixed reality, they needed a comprehensive set of onboarding materials, guides and plans to help customers and partners accelerate time-to-value and maximize adoption.
This approach not only accelerated adoption but will also empower our customers and partners to expand VR usage confidently, unlocking greater value and scalability for the business.
Ursula partnered with Cultivate CX and Accenture to deliver a scalable solution that included:
A step-by-step onboarding journey for customers starting to use VR (Quest for Business)
A business case and ROI framework, enabling customers to build plans for scaling based on their pilot's success
A scalable, self-serve experience that customers and partners could use, with the flexibility for partners to add their own services on top.
Watch the video to learn more about Ursula, her journey and the business outcomes she achieved as our 2024 Cultivator Winner for excellence in customer onboarding.
About the Authors
Ursula is a GTM Senior Advisor and Investor, previously leading Meta’s Reality Labs Customer Growth Team to drive innovation in Enterprise with XR technology. Before that, she helped build Meta’s first SaaS business, Workplace, growing it to 10 million subscribers and ~$165M ARR before its sunset last summer.
Ursula was one of the founding leaders of customer success practice (being one of the first 10 in CS at salesforce.com back in 2005) and since has transformed and led high performing global teams at some of the top tech companies like Oracle, Salesforce.com, Box, Microsoft, insidesales.com and Meta to name a few.
On a personal note, Ursula is Peruvian, Canadian and Spanish (ask her about it!). She invests and is active with her 2 "start-ups" Lucas (15) and Matias (13), is an avid Ultra Marathoner and resides in Menlo Park, CA.
Kathleen Rouse is an Independent Consultant and has taken her 20+ years of experience maximizing adoption and increasing renewal rates to best-in-class 95%+ and 45%+ growth rates and turned them into playbooks, processes & templates for her clients to increase their customer retention and growth.
Comments