Francine Johnson, Head of Business Operations and Customer Success at OneMeta: “As a leader focused on customer-centricity, staying ahead means embracing AI and its capabilities”

It’s safe to assume Francine Johnson, Head of Business Operations and Customer Success at OneMeta, learned the art of customer experience first-hand. The Seattle-based tech leader started in sales, including a stint at cybersecurity company WatchGuard Technologies, before flying through the ranks at F5.

When you read through a resume as impressive as Francine’s, you get the impression that every waking hour must have been spent at work. Yet Francine has found the time to be a voice for Black representation in tech, as well as Board of Director roles at non-profits HomeSight (dedicated to helping first-time homebuyers) and Atlantic Street Center (a social service agency that has been helping families since 1910). Oh, and she also volunteers at Northwest Harvest, one of the biggest hunger relief agencies in Washington.

It’s fitting that Francine is now leading customer success at OneMeta. When we spoke to the company’s CEO, Saul Leal, at CES, he told us of his belief that the company’s translation offering can help bring people together. To do so, you need a leader with not just tech expertise but also the drive to make the world better. Both qualities are on full display in the interview below.

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Could you please introduce yourself to our audience? What motivated you to pursue a career in customer experience, and how did you embark on your journey in this field? 

Hi there! My name is Francine Johnson and I have a passion for transforming organisations to achieve customer-driven growth. My journey began with a desire to see businesses not just meet but exceed customer expectations, leading me to roles where I could directly impact the customer experience. From spearheading customer experience strategies at F5 to leading Customer Success and Operations at OneMeta, my career has been about ensuring every customer interaction adds value and fosters understanding.

What are your thoughts on the escalating integration of AI in customer experience and its potential influence on the future of customer service at large?

The integration of AI in customer experience is a true game-changer, offering unprecedented opportunities to personalise interactions in real-time and anticipate customer needs. It’s not just about automating responses but creating more meaningful connections with diverse communities and understanding customer sentiments on a deeper level. As AI continues to evolve, its potential to transform the customer experience and foster a culture of global inclusivity is immense.

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How do you ready yourself for an AI-driven landscape as a customer experience leader? What new skills do you need?

As a leader focused on customer-centricity, staying ahead means embracing AI and its capabilities. This involves not only understanding the technology but also learning how it can enhance customer interactions and create operational efficiencies. New skills in data analytics, AI ethics, and human-centred design are crucial. However, it’s not about relying solely on AI but leveraging AI to complement human touchpoints to ensure a seamless customer journey.

What core values have played a pivotal role in shaping your approach to customer experience?

I love this question. The values which are key to my approach are leading with empathy and an extremely high level of integrity. Understanding customer needs, constantly seeking new ways to enhance their experience, and maintaining transparency in every interaction have been pivotal in shaping effective customer experience strategies.

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What major hurdles have you encountered as a customer experience leader, and how did you surmount them?

One of the biggest challenges has been aligning entire organisations around customer-centric goals, especially in technically driven environments where the product rather than the customer has historically been top of mind. By fostering a culture of customer advocacy and demonstrating the tangible benefits of customer-focused strategies, I’ve been able to overcome resistance and unify teams towards common objectives.

How do you ensure you’re up to date with the latest customer experience trends and technologies, and how do you integrate them into your strategies?

Staying up to date on trends in this ever-changing world involves continuous learning, attending industry conferences, and engaging with thought leaders. I just finished a course focused on human-centred design and the elements of user experience for AI products and it was fascinating. Having the ability to leverage key insights and methodologies from continued coursework can help to influence the approach for both short and long-term strategic decisions.