Luigi Casole

Director, Customer Experience @Digitaled

Waterloo, ON, CA

Sustained 90% retention by proactively identifying churn risks and standardizing health-check protocols.• Deployed an AI-driven chatbot solution to automate Tier 1 inquiries, resulting in a 31% reduction in human-touch support tickets and increased team capacity.• Drove cross-functional alignment by mapping the Customer Journey with Product, Sales & Engineering to ensure shared objectives and seamless experience.• Scaled Technical Support team and strategically launched a new Customer Success department with defined career progression.• Standardized Customer Onboarding, balancing self-service resources with high-touch support to drive adoption among non-technical users.• Implemented Customer Health Scoring, monitoring protocols, and CSAT collection, providing insights to mitigate risk and guide next steps.• Established team performance cycle: led reviews, goal setting, and merit recommendations, fostering a high-performance environment.

Ontario Tech University

Bachelor's Degree, Information Technology - Networking & Security Specialization