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Gartner Analyst
Maria Marino
VP Analyst
Maria Marino is a Vice President Analyst in Garner's Marketing and Communications practice. She focuses on B2B customer experience, customer success management and customer marketing strategy. She writes research and advises clients on optimizing end-to-end customer experience (CX), transforming customer success programs and driving revenue expansion with existing accounts. She also advises on technology platform selection for Voice of Customer, Customer Success and customer-facing Digital Adoption platforms, as well as synthetic audiences/persona applications.
Previous experience
Ms. Marino has more than 20 years of high-technology product marketing, customer experience and product management experience for startups and large technology providers. She held leadership positions with LUMEN and Windstream.
Professional background
Windstream, Vice President Enterprise Customer Experience, 3 years
CenturyLink, Director Business Product Customer Experience, 5 years
Level 3 Communications, Vice President Product, 8 years
Areas of coverage
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Customer-Led Growth
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Customer Experience Insights​
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Customer Expansion and Engagement
Education
B.S.F.S., School of Foreign Service, Georgetown University
M.A.L.D., Fletcher School of Law & Diplomacy, Tufts University
Top Issues That I Help Clients Address
How to structure and build a B2B Customer Experience strategy?
How to create effective customer listening / Voice of the Customer programs?
How to structure and build a Customer Success program?
How to deploy B2B customer marketing programs to drive adoption and retention?
How to optimize B2B cross-sell, upsell, and retention programs to retain and expand revenue from existing customers?