Nicolas De Kouchkovsky

CMO

Servion

http://servion.com/

[email protected]

 

Nicolas De Kouchkovsky is CMO at Servion, one of the largest specialized system integrators of the customer interaction management space, and its product arm, Acqueon, an innovative provider of conversational engagement software.

Nicolas has extensive experience with enterprise software markets and is a recognized expert in customer-facing technologies including customer experience, customer service, contact centers, sales, and AI. He spent over 25 years in the cloud and software industry as a product and marketing executive.

Previously, Nicolas founded CaCube Consulting, an advisory and consulting firm helping B2B software companies grow. He served as a Fractional CMO for startups and midsize SaaS companies covering all aspects of marketing, go-to-market, and sales enablement. Nicolas also held several executive roles at Genesys. As head of product management, he transformed the company from Computer Telephony Integration (CTI) middleware to a software application provider. As Chief Marketing Officer, he drove the company expansion in the broader multi-channel contact center market. Before joining Genesys, Nicolas held several senior positions at Alcatel-Lucent (now Nokia) where he most notably established and developed the call center business. Prior, he was CTO at Cirel, a startup that pioneered multi-protocol gateways and built a system integration practice at Digital Equipment (now Hewlett Packard) focused on sales solutions.

Nicolas can be contacted at [email protected].

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Nicolas De Kouchkovsky
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A lot has happened since last year's update. Several trends have accelerated and are provoking significant market shifts.

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Nicolas De Kouchkovsky
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Context is not only for customer support agents. It is also important for self-service, to know when to offer it or when an interaction should be escalated to a...

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Nicolas De Kouchkovsky
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The attractiveness of automation is not new. It drove the adoption of Computer telephony integration (CTI) and Interactive Voice Response (IVR) in the past. The cloud...

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Nicolas De Kouchkovsky
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Let’s continue our tour of the 2018 market transitions. After covering business communications in part one, I want to discuss customer service.

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Nicolas De Kouchkovsky
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At this time of the year, I should be making predictions for 2019. Instead, I would like to ponder the many transitions that took place last year in the customer...

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Nicolas De Kouchkovsky
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On the heels of a large $100 million B-round, Talkdesk held its third customer and partner conference, OpenTalk. In seven years, the company established a name for...

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Nicolas De Kouchkovsky
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Twilio held its Signal conference in San Francisco. The event gathered 3,000 developers and customers and was packed with product announcements. It came shortly after...

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Nicolas De Kouchkovsky
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The Opus Conversational Commerce Conference took place mid-September in San Francisco. It is the fifth edition of the event previously called the Intelligent...

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Nicolas De Kouchkovsky
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Assistants and bots have reached a new adoption high. However, many businesses are finding their project harder to scale than they expected. The disappointment with...

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Nicolas De Kouchkovsky
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We continue our exploration of the key trends shaping up the customer interaction management market. In the first part of this article, we looked at the accelerating...

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Nicolas De Kouchkovsky
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I am excited to share the second iteration of my Customer Interaction Management market landscape. The number of participants has jumped from 450 to 650. The steep...

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Nicolas De Kouchkovsky
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Referring to Salesforce Service Cloud as a new entrant in the customer interaction management space is almost an oxymoron. I spoke with Bill Patterson, who became its...

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