Kim Cochran

I’m a senior CX and operations executive with over 20 years of experience transforming the way companies connect with their customers and grow their business. From launching one of the nation’s largest broadband providers to leading global customer experience teams for subscription-based and Fortune 500 brands, I specialize in building scalable strategies that elevate performance, reduce cost, and deepen loyalty. Throughout my career, I’ve led cross-functional teams of 2,000+, managed $100M+ P&Ls, and introduced cutting-edge CX technology—including AI-powered automation, VOC platforms, and robotic process improvements—that directly improve retention, satisfaction, and profitability. I’ve consistently delivered results by aligning operational excellence with customer insight, building high-performing teams, and leading through change. Known for my clear thinking, bold leadership, and passion for people, I take pride in creating cultures of belonging, mentoring future leaders, and championing customer advocacy at every level—from the front line to the boardroom. My Specialties Include: • Change Leadership • P&L Management • Subscription Business Models • Internet, Telecom, Wellness & Beauty • B2C & DTC Strategy • Customer Experience Strategy • Loyalty & Retention Programs • Voice of the Customer (VOC) • NPS & CSAT Optimization • Sales & Channel Management • Contact Center Operations • BPO Vendor Management • AI in Customer Service • Digital Transformation • Digital & Print Media • SaaS & Technology Platforms (Genesys, Google, Zendesk, Salesforce, Shopify, Qualtrics, etc.)