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Iana
Guglietti
Director, Digital Customer Success & Programs
Moody's
Iana is a passionate and proactive Customer Success leader with nearly two decades of experience driving customer value, loyalty, and business outcomes. At Moody’s, she leads regional Customer Success teams across EMEA and APAC, as well as a team of Customer Success Associates. She is responsible for shaping and executing the scaled and digital Customer Success strategy, with a strong focus on delivering personalized customer journeys. Iana is known for coaching and empowering her teams to increase adoption, boost retention, and uncover opportunities for upsell and cross-sell. Her leadership style is collaborative and strategic, fostering cross-functional partnerships that align Moody’s solutions with clients' evolving needs. She is deeply committed to Customer Success as a key business strategy that drives long-term growth and impact.
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04 December 2025 09:45 - 10:15
Digital first, customer always: Transforming onboarding at scale
In a world of growing customer bases and limited resources, onboarding must evolve without sacrificing the customer experience. This session explores how to design and deliver onboarding programs that balance automation with personalization. We will cover key strategies for building scalable, digital-first onboarding journeys that drive adoption, reduce time to value, and maintain a strong human touch. Learn how to leverage data, segmentation, and in-product guidance to create impactful first experiences - at scale.