Meet Kennen
Rethinking how to scale experiences
I've always believed great customer support requires inspired teams—not repetitive, boring work. In past roles, seeing talented people stuck in endless cycles of reactive support felt wrong. That's why I prioritized technology and automation early, allowing my teams to shift focus from tedious tasks to solving deeper customer problems. This principle is at the heart of 'The Intelligent Experience'—and the reason I now help companies scale customer experience through innovation rather than 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
Led global Product Support at Stripe, driving AI-powered innovation and scalable support strategies leading to $20M+ in annual savings. Improved CSAT by 10pp by focusing on customer experience, operational efficiency, BPO partnerships, and workforce optimization to meet the needs of high-growth users.
- Architected “STRIPE Steps of Support”, a customer-first structured framework improving agent performance and CSAT.
- Spearheaded AI-driven automation to optimize case handling, reduce manual effort, and drive improve response times at scale.
- Launched Medallia-powered Customer Experience (CX) insights, leveraging real-time feedback to automate quality assurance and personalize support.
- Designed Agent Product Specialization, enhancing support and routing for complex products and high-tier users.
- Advised on AI-powered agent assist tools, optimizing human + AI collaboration for high-value users.
success
week
- Recognized as Industry Leader with a Coveo Relevance Award for best-in-class intelligent search and KCS deployment.
- Award winner of Best Integration of Acquisitions from Association of Support Professionals.
- Selected as TSIA Star Award Finalist for Innovation in Customer Portals.
- Speaker at Salesforce's Dreamforce, discussing strategies for self-service support communities and AI-powered customer engagement.
- Speaker at TSIA World, presenting on federated enterprise search and AI-driven knowledge management in modern support ecosystems.
Established Medallia’s first product support organization, overseeing AI-driven automation, premium support offerings, and large-scale SaaS support operations. Drove innovation in customer self-service, AI-powered support workflows, and cross-functional CX strategy, transforming Medallia’s support into an industry-leading function.
- Integrated 12+ acquired companies into a multi-product support framework, ensuring seamless customer experiences post-M&A.
- Implemented AI-driven support automation, launching Intelligent Match & Intelligent Swarm, leveraging ML to route cases to the right expertise.
- Deployed chatbots and self-service solutions, driving 75% chatbot resolution rate and improving customer resolution speed.
- Led KCS implementation, integrating federated enterprise search to unify knowledge and reduce case volume.
- Established product advocacy frameworks (IMPACT), bridging Support, Product, and Engineering to drive CX-focused product improvements.
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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.
