Build smart, scalable experiences customers love.
I advise high-growth SaaS companies on how to build frictionless customer experiences at scale.
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The challenges of scaling too quickly
Support costs rise faster than revenue (instead of a fraction of!)
Being randomized by frequent escalations
Only Support seems to care about customers' issues
Not knowing which emerging technologies will help
Experts burn out and leave for other opportunities
Scale smarter with
Intelligent Experiences
How high-growth operations leaders can design a modern, high-impact support function without adding unnecessary headcount.
I advise high-growth SaaS companies on how to build frictionless customer experiences at scale.
I don’t just share ideas—I break down the ‘how’, giving leaders the tactics and strategies they need to get real results.
At Stripe, my approach saved $20M+ annually while increasing CSAT by 10pp, and at Medallia, it consistently drove an industry-leading 80+ NPS while generating $10M+ in premium support revenue. With my help, companies are building technology-enabled solutions that reduce operational costs, significantly improve customer satisfaction, and foster a thriving workplace where employees love their jobs.
- 15+ years of operations leadership
- 0 → 200 → 1,500+ global agents
- $40M → $600M → $3B+ revenue
Ways to work together
Ongoing executive-level guidance to help companies scale operations, automate intelligently, and eliminate friction before it happens—turning support into a competitive advantage.
- Custom-built strategies tailored for your growth stage
- Proven frameworks for frictionless customer experience
- Actionable, data-driven recommendations
As a fractional operations leader, I step in to drive strategy, develop frontline leaders, and execute key initiatives, ensuring long-term impact without the need for a full-time hire.
- Interim leadership to scale support operations seamlessly
- Hands-on mentoring and skills transfer
- Expertise embedded directly within your team
For targeted operational challenges, I deliver high-impact projects with targeted problem-solving for specific operational challenges.
- Comprehensive review and actionable recommendations for your support operations
- Detailed blueprint to efficiently scale your team globally
- Practical strategy for integrating AI into your customer experience workflows
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What people are saying
I had a great experience working with Kennen. His experience and knowledge was exactly what I was looking for and working with him was extremely valuable to me...and I highly recommend him to others.
What sets Kennen apart is his creative and forward-thinking approach to problem-solving. He's an innovator who imagines a better state of support. His vision is driven by a deep understanding of both human efficiency and machine learning.
Kennen continues to be a true thought leader on modern support best practices.
I would highly recommend Kennen to anyone looking to build a high-performing team or take their organisation to the next level.
I have followed Kennen from one company to another, primarily to learn from his cutting-edge industry insights and his knack for delighting users; I would work with him at any time in a heartbeat.
His bias for action, focus on building processes that are better not bigger, and most importantly his incredibly deep care for the people...are infectious and set the precedent for a culture that is exceedingly unique and worthwhile in this industry.
Unlock operational excellence without scaling complexity.
Facing operational challenges or looking to proactively elevate your customer experience? I'll show you exactly how to make your customer experience frictionless at scale. Let's design your Intelligent Experience strategy together.