Bryan House Of Elastic Path On 5 Ways To Create a Wow! Customer Experience

Don’t underestimate ‘land and expand.’ For many companies, one of the most significant opportunities is landing and expanding opportunities with existing customers. None of that can happen without a baseline of customer success. Testing a single product capability for composable commerce can lead to expansion opportunities based on the next problem to be solved.

As a part of our series about the five things a business should do to create a Wow! customer experience, I had the pleasure of interviewing Bryan House.

Bryan House is the Chief Experience Officer at Elastic Path, where he leads the UX, product management, enablement, global services, and customer success teams. He is an entrepreneur, tech executive, and professional raconteur. Bryan is interested in digital commerce, machine learning,­­­­­ and open-source technology. Previously, he was the Chief Commercial Officer at Neural Magic, a deep learning software startup where he ran Product, GTM, and Customer Success. An Acquia founding team member, he helped lead the company to $170M+ in revenue. In his experience, the best organizations excel at listening and building a culture based on empathy, customer advocacy, and relentless problem-solving to ensure customers realize the value they anticipate from day one.

Thank you so much for joining us! Our readers would love to “get to know you” a bit better. Can you tell us a bit about your ‘backstory’ and how you got started?

My path to becoming a product and customer experience leader was anything but linear. Thinking back on it, getting started as a brewer in the early days of the craft beer industry set off my passion for creating and evangelizing new products. Not everyone was familiar with craft beers at the time, and I loved being on the early end of a movement. Pretty much every significant role I’ve held since then has been on the early end of a movement — whether that’s open source, AI, or now composable commerce. There’s something about the challenge of building a superior…