Daniel Shih
Vice President of Customer Experience
Professional Overview
Daniel Shih is an accomplished customer experience leader with over 30 years of experience driving exceptional service and support across the technology industry. As the Vice President of Customer Experience at CYPHER Learning, he is responsible for spearheading the company's customer-centric initiatives, ensuring seamless interactions and fostering long-term client relationships.
Experience Summary
Current Role
As the Vice President of Customer Experience at CYPHER Learning since 2024, Daniel is responsible for overseeing all aspects of the customer journey, from onboarding and support to retention and advocacy. He has played a pivotal role in enhancing the company's customer service capabilities, resulting in a significant increase in customer satisfaction and loyalty.
Career Progression
Prior to joining CYPHER Learning, Daniel held several senior customer experience roles, including Vice President of Customer Experience at Aqueduct Technologies, Inc., Vice President of Customer Success at Nymi, and Vice President of Customer Success at iboss. He has a proven track record of driving customer-centric transformations, optimizing service delivery, and building high-performing teams.
Earlier in his career, Daniel held leadership positions in professional services and support at Imprivata, Caradigm, Microsoft, and Sentillion. He also gained experience as an Engagement Partner at Glasshouse Technologies and Director at Arcstream Solutions and Viant. His diverse background in technology consulting and customer-facing roles has equipped him with a comprehensive understanding of the industry's evolving needs and best practices.
Academic Background
Daniel holds a Bachelor of Science degree in Computer Science from the Massachusetts Institute of Technology (MIT), where he graduated with distinction.
Areas of Expertise
- Customer experience strategy and implementation
- Service delivery optimization
- Technical support and problem-solving
- Account management and client retention
- Cross-functional collaboration and team leadership
- Data-driven decision making and performance monitoring
Professional Impact
Throughout his career, Daniel has spearheaded numerous initiatives that have had a significant impact on the organizations he has served. At Aqueduct Technologies, Inc., he led the transformation of the customer experience function, resulting in a 20% increase in customer satisfaction and a 15% improvement in client retention.
At Nymi, Daniel was instrumental in developing and executing a comprehensive customer success strategy, which contributed to a 30% reduction in customer churn and a 25% increase in annual recurring revenue.
At CYPHER Learning, Daniel's focus on enhancing the customer experience has already yielded tangible results, with a 15% increase in customer satisfaction and a 10% improvement in net promoter score within the first year of his tenure.
Conclusion
With his extensive experience, customer-centric mindset, and proven track record of success, Daniel Shih is poised to drive continued growth and innovation in the customer experience domain. As the Vice President of Customer Experience at CYPHER Learning, he is committed to leveraging his expertise to deliver exceptional service and foster lasting partnerships with the company's clients.
