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With over 30 years of experience in building and leading customer focused teams, I am…
Articles by Erik
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If the people still matter, then matter to the people
If the people still matter, then matter to the people
The rise of AI-based virtual assistants and bot automation have added additional capabilities to supplement and scale…
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Erik Verbeek shared thisSharing for those in my network looking for their next chapter. Can you imagine all the tools that might be at your fingertips to turn signals into insights, and actions to outcomes?Erik Verbeek shared this🥇 We're hiring CSMs at Anthropic to lead our most strategic enterprise engagements. If you've spent 10+ years helping large organizations drive change with technical products, and you want to help build the playbook here, let's talk. Use the link below to apply (pls don't DM me 🙏) https://lnkd.in/ebBR4Kq5 Know someone brilliant? Please share. 🚀
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Erik Verbeek shared thisGreat to see the BriteCore team being recognized for all of the innovation and improvements we have making for our customers! It's going to be a great year!Erik Verbeek shared thisBig news! BriteCore has been named one of the Top 50 FinTech Companies of 2025 by The Financial Technology Report. This recognition underscores our commitment to helping P&C insurers modernize their operations with a flexible, cloud-native core platform built for speed, efficiency, and long-term growth. https://bit.ly/3ZcoQ3H #BriteCore #FinTech #Insurance
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Erik Verbeek posted this👋 Hey fellow CCO's (and senior CX leaders) - how many are you using AI as a Thought-Partner? I've been experimenting in the last year, and here are a few quick-hits on my journey that may help you get started or level-up. And hey - if you have ideas, comment and add your own Steps! #AI 💬 Here are 6 tips on jumping into AI as a senior CX leader Step 0 or 1 - Just start - You probably are at Level 1 already because you have used models like Gemini or Perplexity to replace your regular google searches. Congratulations, you just took the Red pill - welcome to the land of uncomfortable truths! But if you haven't created a login or signed up for Pro, just do it. You'll spend more money on lattes and streaming apps that you forgot you had. Just get on with it. Step 2 - Start rewriting your emails. Let's be honest, ChatGPT writes better than you do. Don't just cut and paste though, that's lame or lazy at the least. Until it understands your voice, consider AI as your writing coach. Take a few ingredients but bake your own cake. Step 3 - Get Organized - Create a project folder with all of your chats for each topic. Maybe have you have a Strategy project folder, maybe a Communication project folder where you are asking to rewrite emails or storylines. Maybe you have a Data-analytics folder where you crunch numbers. Just get in there and try. I have seen your inbox, your gmail label strategy is weak. Do better. Step 4 - Start asking the harder questions in your Strategy folder (no you are not cheating). ChatGPT can now be your thought-partner. Ask it to interview you. Pro tip -be specific - ask AI to ask you a question one-at-a-time to refine the recommendation based on the answer you give. Set a limit of 5 questions max or it will keep asking! This helps you think it through and not just give you answers. Remember, you are not cheating. You finally made time to think and you had a buddy to do it with. Bonus. Step 5 - Get Feedback. Take a deep breath, and ask it to give you a "Hard Truth" about your chats in a project. For example, based on the things you have asked in the project, ask AI to give you a "Hard Truth and Recommendation" about where you are at with "whatever". This might sting a little, but it's for your own good and it tastes better than Kale. Step 6 - Time to Role Play! Give AI a role. Use the hash tags #CONTEXT# and #YOUR ROLE# to be very specific about the role you want ChatGPT to play in the chat. Ask it to be that Board member who asks those tough financial questions about your cost per incident rates or time-to-value metrics. Up next - start creating your own GPT's and dare I say Vibe Coding....that's a story for another day. Don't forget to have fun experimenting...and eat your veggies too. 👉 What Steps are you taking?
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Erik Verbeek shared thisWe’re thrilled to welcome Lilypad Insurance as the newest member of the growing BriteCore customer family! Lilypad Insurance is an innovative and forward-thinking organization that shares our passion for modernizing insurance operations and delivering exceptional service to policyholders. #BriteCore #LilypadInsurance #InsuranceInnovation #P&C #DigitalTransformation #CustomerSuccess #CoreSystemsErik Verbeek shared thisWe’re proud to welcome Lilypad Insurance to the BriteCore community! Lilypad is tackling the growing risks faced by coastal homeowners with innovative coverage and a mission to build more resilient communities. By choosing BriteCore’s cloud-native core platform, Lilypad can launch new products and expand into new states, make changes in-house without vendor delays or added costs, and seamlessly integrate with third-party solutions. We’re excited to help Lilypad scale their impact with speed, flexibility, and confidence. Learn more: https://bit.ly/4mpm31F #BriteCore #Insurtech #InsuranceInnovation #PropertyandCasualty
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Erik Verbeek shared thisAt BriteCore, we are building the next-generation P&C insurance platform built entirely in the cloud! Having great leaders like Anoop joining our team makes for a very bright future! We are hiring strong players with insurance backgrounds for roles across Customer Experience. Maybe you are ready?! #CSM #PM #Implementation #TechSupport #CX #InsurtechErik Verbeek shared thisWelcome to the Team, Anoop Mahendra! We’re excited to welcome Anoop as BriteCore’s new VP of Implementation and Technical Services! He brings a wealth of expertise to our organization and his leadership will play a key role in enhancing our implementation strategies and delivering even greater value to our clients. Join us in giving Anoop a warm welcome! #BriteCore #Welcome #InsurTech
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Erik Verbeek shared thisGreat opportunity to work with a world-class leader!!!Erik Verbeek shared thisI'm hiring a Director of Demand Gen to join my team at Kindsight. This is a fully remote role, in the US or Canada. Our fundraising intelligence platform is leading the way for the new standard in modern fundraising, helping higher education, healthcare, and non-profit organizations have the right conversation, with the right donor, at the right time—every time. We have strong foundations in place and I'm looking for an experienced demand gen leader to help scale up pipeline creation efforts across a unified platform with multiple product offerings. The full job description is here: https://lnkd.in/dUufN6_8
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Erik Verbeek shared thisHey Implementation Managers! Are you ready to crush complexity and help build something special for our customers? We'd love to hear from you! 🚀 #ImplementationManagers #Insurtech #JoinOurTeam
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Erik Verbeek shared this🚀 Are you passionate about Insurance, Insurtech, and Customer Success? If so, we want to hear from you! Join our team and make a difference in the insurance industry. #CSM #Insurtech
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Erik Verbeek shared thisAs a leader, there is nothing better than seeing former teammates thriving in their career! Take a listen to the lastest The Digital CX Podcast and learn how these two superstars are building-from-scratch a modern CX motion leading with Digital. They are amazing leaders, operators, but most of all, friends.Erik Verbeek shared this📣 NEW EPISODE: Inside the Build of 15Five’s Digital CS Program w/ Natalia Andreeva & Kaelon Russell | Episode 073 📣 In this episode, Natalia Andreeva and Kaelon Russell of 15Five share their journey of building a digital customer success program from the ground up. They discuss their approach to content strategy, onboarding experiments, user health scoring, and the importance of cross-functional collaboration, highlighting how they integrate human and digital interactions to optimize customer engagement and business outcomes. Topics we covered: - The birth of 15Five’s digital CS program - Content’s role in digital CS success - Measuring success through onboarding experiments - Building a diverse digital CX team - Experimenting with abandoned cart campaigns - Evolving from manual to automated solutions - Finding the balance: one-on-one vs. digital engagement - Personalized customer journeys at scale - User-level health scores in action - Harnessing data to power CX strategies - The importance of cross-functional collaboration Enjoy! I know I sure did… Shoutouts in this episode include: - Jay Nathan - Aaron Hatton - Erica Akroyd - Dan Ennis - Elena B.
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Erik Verbeek liked thisErik Verbeek liked thisMany enterprises are stuck in an AI execution gap. Everyone has pilots and very few have AI at scale. The roadblock is operational. This is a common path many take: 1. Launch dozens of pilots 2. Optimize for experimentation, not integration 3. Skip defining what “ready to scale” actually means The result: AI ends up fragmented. You have a collection of interesting tools without cross-business impact. Our team initiated a different approach: 1. A structured lifecycle (idea → POC → pilot → scale) 2. Governance and people leadership that enables innovation, not slows it down 3. AI champions built in front the start 4. Clear signals that determine when something earns the right to scale Remembering that scaling technology is earned, and not presumed, has kept us on a sustainable adoption path. I enjoyed the chance to discuss this and more with Angad Grewal, Mari Cross, Swetal Desai, Lavina Pinto, and Cathal McCarthy at SuccessLab’s Executive Forum. Where are you feeling stuck in your AI journey? There are many pieces to the puzzle beyond operational models, depending on what phase you're in.
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Erik Verbeek liked thisErik Verbeek liked thisI’ve spent a lot of time speaking with business, operational, and HR leaders, and I always return to asking this one question: How many of your decisions are still based on what already happened? Based on our conversations, many operate from a rearview mirror. What’s clear is: COOs need to adjust staffing the moment demand shifts so they can protect margins and productivity before issues compound. CHROs need real-time insight into fatigue, turnover risk, and skills gaps so people strategy drives operational readiness and agility. CFOs need to see exactly where workforce activity is impacting margin, risk, and growth — with clear levers to pull in the moment, not after the quarter closes. UKG’s Workforce Operating Platform is uniquely built to deliver on making operating in real time a reality, because intelligence belongs in the moment work happens. See more: https://ukg.inc/4szvU7P
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Erik Verbeek reacted on thisErik Verbeek reacted on thisTrying to be a "real CEO" was one of my worst misakes: We launched Gainsight in May of 2013 and hosted our first ever Pulse conference for the customer success industry. The event would later become the standard, with thousands of annual attendees. I did my typical "cringe-but-lovable" thing and somehow ended up on the keynote stage in stunner shades. Later I had a football helmet on and did a really bad Heisman pose. You had to be there. Anyway, the event was a huge hit. I think people were endeared to our quirky culture. We raised more money that year and were on the path to being a real company. In January of 2014, we were four months from Pulse 2014. We were growing up and I wanted to too. So I hired a speaking coach to take my game to the next level. She was well regarded and very good at her craft. And she said: "Nick - you need to be more professional. No weird outfits. Speak slowly. And stop being so excited - it's strange. Also, read the script off of the prompter." So I did. And Pulse 2014 was BY FAR my worst keynote. I was robotic. My speech was forced. Very few smiles. A typical CEO speech. You can see it for yourself on YouTube. Actually, please don't! The next year, I went back to me. No script. No notes. My typical, frenetic, nerdy, corny self. Fired up. And yes - ridiculous props and outfits. Over the years I was: * A robotic man from the future * The wizard from Wicked * Ted Lasso * A kid from the Breakfast Club * And a rapper (who actually rapped on stage!) It worked. And damn it felt good to be myself again.
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Erik Verbeek reacted on thisErik Verbeek reacted on thisTwilio 🤝 PGA of America Me 🤝 working on my golf game
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Erik Verbeek reacted on thisA year ago, I joined Canva, and I’m incredibly grateful I landed here. It’s been an amazing first year getting to partner with inspiring customers and teammates who constantly challenge and support me. Grateful for the people who make this work so rewarding every day and excited for everything ahead 🚀 P.S. We’re hiring on my team! If you’re passionate about customer success and helping teams unlock their creativity, let’s chat 😊Erik Verbeek reacted on thisThis month’s GTM spotlight is . . . Diane P. Nguyen!! Diane joined Canva as a CSM a year ago and has been a powerhouse from day one - - creative, detail-oriented, and a true partner to her customers. From branded onboarding challenges that gets our customers excited to use Canva, to mutual success plans to keep everyone aligned . . . she consistently goes above and beyond! Kudos to you Diane P. Nguyen!
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Erik Verbeek liked thisErik Verbeek liked this🚀 The $80 Billion AI Gap: Is Your Carrier Leading or Lagging?🚀 The $80 Billion AI Gap: Is Your Carrier Leading or Lagging?
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Erik Verbeek reacted on thisErik Verbeek reacted on thisI'm happy to share that last week, I began a new chapter in my career as a Senior Manager of Customer Success at Zendesk! When evaluating the right next step for me I kept two non-negotiables top of mind: #1- The people. Is it abundantly clear that the company can find, retain, and grow top-quality talent? #2- AI-ready business plans. Does the company have a clear, tangible AI blueprint that is already providing obvious value to its customers today? Only a few days in, I can confidently say that Zendesk has smashed those two non-negotiables out of the park. Special shoutout to the hiring team for such a seamless experience: Denesha Thrasher, Trey West, Casandra Brice, Andrew Shriver, Alice Ewell. I can't wait to truly hit the ground running with this amazing team!
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BriteCore
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Techbridge Girls
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Techbridge Girls mission is to inspire girls to discover a passion for Science, Technology, Engineering and Math (STEM) through hands-on learning programs and mentors in technology.
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