Conversation Design Institute

As Global Head of Sales at CDI, I lead the charge in expanding our reach and impact across the world. My role focuses on aligning innovative sales strategies with our mission to empower businesses at every stage of their conversational AI journey—whether they’re just starting out or scaling to new heights.

With a dual focus on training and consulting, I work to drive growth across CDI’s core offerings, including hands-on workshops, comprehensive audits, and strategic consulting. My goal is to ensure businesses are equipped with the knowledge, tools, and support they need to implement impactful, future-ready conversational AI solutions.

In this role, I’m passionate about building strong partnerships, guiding teams toward success, and contributing to CDI’s evolution as a global leader in conversational AI. Let’s connect and explore how we can shape the future of conversational AI together!

Global Head of Sales

Companies around the world are looking for conversation designers, a rare breed of people that helps them advance communication between people and AI. That's where we help!

Conversation Design Institute teaches a human-centric workflow that has proven itself to organisations around the world. We work closely with tech partners, agencies and other key players in the industry. With this support, Conversation Design Institute is well on its way to becoming the number one platform in conversation design.

Become a certified professional, join one of our online courses, or work with our experts.

Business Development Specialist

Scaled Sales 

Good business coaches are there to help you see the blind spots and serve as your compass to make sure you are heading in the right direction. A business coach serves as an important objective third party to regularly check in to make sure that you are on the most direct path to your ideal destination. Oftentimes, the biggest hurdle to success is that you don't know what you don't know. You can't Google your way out of a problem that you aren't sure how to articulate—or worse, how to anticipate.

One pro for hiring a business coach for yourself is that it allows you to get constructive criticism from someone that doesn’t necessarily know you. 

A business coach is more like a person you're accountable to. No matter what level of success you have attained, there is a tendency to stay in your own lane and not observe habits and patterns that have been successful for others. A strong business coach can help increase awareness of methods and keys to success that have worked for other people and may be analogous to your own situation. 

One of the best investments you can make is in yourself. If you find yourself struggling in your professional career, or desire to increase your sales or improve your business relationship, then a business coach is an invaluable asset. One of the major advantages of having a coach or mentor is that they help you navigate through challenges and meet personal goals with their insights.


Steve Jobs once said, "We hire smart people so they can tell us what to do." Where, if not coaching, could this apply to more? 

One of the biggest benefits of hiring a business coach is that they will help you stay on the right track. Building a business is tricky, especially if you're a startup. It's also very easy to get distracted by all the opportunities that come your way, but you can't possibly do it all. The key is setting the goals, developing the action plan on how to reach these goals and executing to make them happen.

Business Consultant

Yell 

Senior Sales Manager

Fingo - AMi

Digital Strategy Director

As a Business Development Specialist at Conversation Design Institute (CDI), I help organizations around the world create human-centric AI Assistants, such as chatbots and voice assistants. 

At CDI, I work closely with tech partners, agencies, and other key players in the industry to offer high-quality e-learning programs and live sessions for teams and individuals. I have trained hundreds of professionals in strategy, design, and development for AI Assistants, using our proven workflow and best practices.

My goal is to empower more people to design, deploy, and manage valuable conversational experiences.

Benjamin Taylor

I’m lucky enough to get to hear the episodes coming out of the academy before anyone else. 

So much of this episode struck me that I was blown away. 

Hillary Black  clearly gets it and we are unbelievably proud to have her as part of the community.

Global Head of Sales | Driving Growth in Conversational AI | Training, Auditing & Consulting Leader

View company: Conversation Design Institute (CDI)

We’re still at the beginning of conversational AI’s potential.

While prompting and new tools may make it feel like we’re starting over, this time the context is different. The widespread attention around AI has raised the baseline understanding across companies, brands, and individuals.

Many still don’t fully understand what conversational AI or conversation design truly means—but the conversation has changed. Today, people come in more informed, more curious, and more ready to explore what’s actually possible.

Join Hillary Black , conversation designer at MAV in the new episode of unprompted. by CDI. 

Watch the full video here https://hubs.la/Q03YBjZB0

That shift opens the door to deeper, more meaningful progress.
#ConversationalAI #ConversationDes

Ejieme Eromosele

Quiq

Leading growth through customer retention, expansion and advocacy.

VP, Customer Growth

🔹 Go-to-market (GTM) leader overseeing growth and expansion in EMEA
🔹 Marketing & Demand Gen, New Business Sales, Customer Success & Account Management, Channel & Partnerships

Accomplishments: 
✅ Double-digit revenue growth in challenging SaaS environments, across new markets, and while selling AI to enterprise buyers
✅ Player/Coach role where I personally secured major deals, including one with a large German utility company
✅ New partnerships that delivered a 7x ROI for the region
✅ 100% customer advocacy across our customers in EMEA

GM, EMEA

🔹 Customer Success and Account Management leader. Key metrics owned: GRR, NRR, NPS.
🔹 Founded Quiq Culture Committee and served as Executive Sponsor

Accomplishments: 
✅ Achieved positive NRR, reaching 107% in Q3 and 126% in Q4 during acquisition transition
✅ Successfully expanded the customer success program, introducing key processes to new Quiq customers
✅ Maintained an NPS score of 56 during a challenging acquisition and platform migration process

VP, Customer Success & Account Management

Success in Black

I founded and run this award-winning platform and community to advance diversity, equity and inclusion in customer success

Accomplishments: 
✅ Grew community to 5,000+ members across LinkedIn and Slack, building a strong network of talent.
✅ Designed and delivered webinars with an average attendance of 120+ participants per session.
✅ Secured $175k in funding and sponsorships from major enterprises such as Gainsight and ChurnZero.

Founder

Various

I'm a nonprofit board member, an Angel Investor and a startup advisor.

Board Member at The Conversational Design Institute Foundation
CDI Foundation is a non-profit organization dedicated to developing design standards for conversational AI Assistants that interface with people via chatbots, voice applications, and in the meta-verse.

Angel Investor & Startup Advisor
I invest in pre-seed and seed stage companies across DTC, consumer tech, social / creator economy and B2B SaaS. Recent investments include: 
👉 Talea Beer - https://www.taleabeer.com/
👉 Mayk.it - https://www.mayk.it/ 
👉 Grasshopper - https://www.grasshopperkids.com/
👉 Prepared - https://www.prepared911.com/

I advise early stage companies like Minerva (a platform for clickable instructions for anything on the internet) and InKindSpace (a platform bridging science and lifestyle for women with cancer) on customer success, customer-led growth, and CX.

Angel Investor, Startup Advisor, Non-profit Board Member

Snaps (acquired by Quiq)

Re-designed the Customer Success function and created Conversational Design and Account Management functions.

Snaps helps the world’s best brands grow awareness, increase sales and lower customer support costs through conversational AI. We build enterprise automated chat experiences across messaging channels. 

Accomplishments: 
✅ Closed Snaps’ largest contract ever at $600k with a 2-year renewal in Q4 2019.
✅ Achieved 105% net revenue retention, marking Snaps' first-ever positive NRR in Q4 2019.
✅ Drove a 90% customer renewal rate, delivering $1.8M in contract value and $150k MRR.
✅ Improved customer NPS from -25 to 50, significantly boosting customer confidence and satisfaction.
✅ Reduced time to launch by 29%, improving customer time-to-value and enhancing overall success metrics.

Vice President of Customer Success

The New York Times

Lauched first-ever customer experience capability and team to tie CX investments to subscriber growth and retention.

Key accomplishments include: 
✅ Established robust CX measurement & analytics framework and proved correlation between 1-point CSAT increase, 3% retention boost, an incremental $4.40 per/subscriber per/year.
✅ Introduced first Voice of the Customer (VOC) program with across priority moments on customer journey and implemented VOC communications strategy, including weekly insights shared to Senior Executive team.
✅ Launched CX Council of 12 Senior Executives across Newsroom, Marketing, Brand,
Product/Tech and Advertising to inspire, educate and track progress on large CX initiatives
✅ Led Black@NYT - Employee Resource Group (ERG)

Managing Director, Customer Experience

Rutgers Business School Executive Education

Recruited to develop and deliver coursework for Rutgers Executive Education - Mini-MBA™: Customer-Centric Management certificate program. Courses developed: Voice of the Customer - From Empathy to Action.

Adjunct Faculty

Promoted from Senior Associate within 2 years. Management consultant with a focus on driving customer experience strategy and execution (Telco, Media & Entertainment). Defined the scope and developed innovative approaches for major customer-focused projects for clients across industries. Led and supported new business development (up to $3M). Managed internal PwC and client teams to deliver against budgets and timelines. Hired, trained and coached junior team members.

Senior Associate to Manager

Accenture

Management consulting focused on contact center and service organization assessments. Applied qualitative and quantitative methods to analyze industry and client data to develop recommendations. Projects focused on omni-channel contact center process development, agent performance and training, outsourcing evaluations and CRM implementations.

Analyst to Consultant

Good Morning Africa

Led on the ground work for social enterprise providing consulting services to small and medium sized Ghanaian entrepreneurial ventures. Hired, trained and managed four Executive Consultants, and nine staff in total. (On sabbatical while at Accenture.)

Country Director - Ghana

GM of EMEA at Quiq | 2023 Top 100 Customer Success Strategist | Driving Revenue through Customer-Led Growth | Advancing DEI through Success in Black

🌟 I believe in the power of customer relationships to drive transformational growth. For businesses and people alike. For me, it's about creating value that lasts.

🚀 My work has always been rooted in customer strategy to drive business impact. I’ve led customer-focused teams at Accenture, PwC and The NYTimes, and advised and scaled startups. My expertise bridges Customer Success, customer-led growth, account management, and CX.

🎯 The result? Teams that exceed revenue goals. +120% NRR. Customers who become advocates. And a reputation for turning potential into results.

💡 My motivation comes from empowering underrepresented voices, championing innovation, and creating meaningful connections. Whether mentoring Black professionals in customer success through Success in Black or helping founders craft winning strategies, I’m inspired by what’s possible when we work with intention.

✨ Let’s connect if you’re looking to:
-> Align customer success with revenue growth
-> Build communities that drive impact
-> Strategize for scale

🔮 2026 is around the corner - what are you predicting? 

Over the past few weeks, I’ve been asked several times to share my predictions for Customer Success in 2026. 

Each request arrives quietly….an email, a message, a quick ask. And yet it pulls me into a deeper kind of thinking.

I’m realizing that predictions are more about the present than they are about the future. They’re about the present because they are really about what we’re grappling with, what we’re hopeful about, and what we’re finally willing to name.

And when I look across the conversations I’ve been having, four themes keep surfacing.

AI, because the volume of data and complexity in our work has outpaced what human processing alone can carry.
Revenue, because influence in an organization has always followed the money, and CS has claimed its place in that conversation - by force or by eager willingness.
Outcomes, because customers no longer have patience for effort masquerading as impact.
Team structures, because the way we’ve been organized hasn’t kept up with the way value is actually delivered.

So when I’m asked to contribute a prediction, what I’m really doing is listening for these shifts. 

For me, the future doesn’t arrive as a bold declaration from a talking head but as a series of small recognitions, stacked over time, until one day we look up and realize the work has changed.

As I’m reflecting about my reflections :) I’m realizing that the real value of these prediction requests is not the predictions themselves, but the chance to sit for a moment and dig a bit deeper.

Customer Success & Growth Executive | AI for CX Advisor | Top 25 Customer Success Influencer

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Benjamin Taylor

Ejieme Eromosele

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