Kim Lavergne

About Kim Lavergne

Customer Experience executive with 25+ years of leadership across telecom and SaaS, spanning CX, Customer Success, Operations, Service Delivery, Sales, and Marketing.At RingCentral, I lead programs that turn insight into action—overseeing Voice of the Customer, journey mapping, community engagement, and closed-loop feedback systems. We use AI-powered tools like real-time sentiment, predictive CSAT, and conversational intelligence to improve every moment that matters.CX is more than service — it’s a strategic advantage and a reason we win. I’m passionate about making the experience easier, more personal, and more valuable, while helping teams drive growth and long-term loyalty.

Experience

1. AVP, Customer Experience

   RingCentral

   Jul 2024 — Present

   Lead enterprise-wide customer experience strategy, spanning Voice of Customer (VoC), journey mapping, customer community, and closed-loop management. My team drives transformation at scale leveraging AI, omni-channel intelligence, real-time sentiment, and predictive CSAT to identify value opportunities, increase retention, and promote organic growth.Key Outcomes:↑ NPS | ↑ CSAT | ↑ Community | ↑ Engagement | ↑ Sentiment | ↓ Churn

Education

• McNeese State University

  Chemical Engineering

Skills

• Customer Lifecycle Management
• Customer Experience
• Voice of the Customer
• Customer Satisfaction
• Customer Retention
• Customer Oriented
• Team Leadership
• People Development
• Performance Management
• Project Management
• Business Process Development
• Process Implementation
• Result Oriented
• Account Management
• Direct Sales
• Team Management
• Networking
• Telephony
• Vendor Management
• Managed Services
• Telecommunications
• Voip
• Ethernet
• Mpls
• Voice Over Ip (Voip)
• Multiprotocol Label Switching (Mpls)