James Turrell is Cisco's Head of Customer Experience (CX) Marketing. James joined Cisco in August 2020 to drive Cisco CX on its next growth chapter and lead the marketing arm of Cisco’s CX organization. With CX’s continued focus on campaign acceleration, digital experience, and content revolution, James helps drive the CX narrative by using brand storytelling and customer success stories to convey the value of CX. With more than 25 years in the technology industry, James specializes in the design and implementation of customer success journeys, helping customers realize business value quickly. Through his customer-centric work, James has earned a reputation for creating innovative customer success experiences through rich content and highly engaging employee and customer enablement programs. His extensive background in end-to-end experience design, creative and content strategy, and customer adoption and renewals enables him to define new ways for customers and partners to leverage technology to achieve better business outcomes. Prior to Cisco, James was at Salesforce, where he was most recently responsible for Customer & Employee Enablement. In his 16 years at Salesforce, James built their EMEA Customer Success Practice, pioneered customer success methodologies for SaaS, developed their mobile strategy, and was responsible for building customer onboarding journeys for their core cloud products. Previously, James also held product management and marketing leadership positions within the travel technology industry. In these roles, James was responsible for taking leisure travel and corporate self-booking travel products to market. During his time at Travelport, James was also responsible for defining and implementing the Galileo International CRM program across EMEA and APAC regions. James has a passion for building, equipping, and coaching teams to do their best work through a relentless focus on the customer. When he’s not at work, James enjoys photography, traveling, and wine tasting in his home county of Napa, California. Over the years James has enjoyed participating in philanthropic causes, most recently supporting a UK charity, Astriid, where he led his Salesforce Marketing team to refresh the charity’s brand. James is also a supporter and fundraiser for the Pancreatic Cancer Action Network.