Steve Bernstein

Steve Bernstein is the Founder at Waypoint Group, an expert provider of the B2B-centric Net Promoter System (NPS) Customer Engagement platform called TopBox. He has authored 'Failure Sucks! (More for Your Customers, Than for You.): A B2B Guide to Customer Success' which offers a blueprint for B2B firms to drive profitable growth by aligning Customer Success and Experience efforts.

With over 20 years of domain expertise in Customer Experience design and related operations, Steve has a proven track record in developing solutions that enhance the B2B customer experience. His skills include analysis, design, and execution of comprehensive programs and systems. Steve has profound knowledge in areas such as analytics, information distribution, sales and marketing strategy, governance, performance management, and employee development.

Steve Bernstein is adept at market differentiation and adept at managing organizational change to facilitate financial growth. He has significantly contributed to the Net Promoter System (NPS) and is associated with the system's certification program. Specializing in enabling customer success and driving financial rewards, Steve collaborates closely with clients on B2B customer research linking customer feedback to financial metrics for profitable growth and facilitating an optimal customer experience. He also assists clients in cross-functional collaboration to achieve common goals and results.

Steve Bernstein studied Economics at U.C. Berkeley and has held key positions in various organizations including being the Founder & CEO at Cipient Networks and serving as the Interim VP Marketing (Consulting) at Enkata Technologies. He has also been the Director of Solutions Development at Satmetrix, Principal Customer Experience Consultant at ConsultingExecution, VP Solutions at Blue Pumpkin, and Sr. Manager Internet Business Solutions at Cisco.