Joanna Palmer

Commander
DISC Type : D

Principal Value Architect at Zendesk

Jefferson City, Missouri, United States

Overview

Joanna Palmer is a CX Business Value Consultant with over 25 years of experience specializing in contact center transformations. She guides organizations in integrating technology like AI and automation to achieve measurable business outcomes. Her peers describe her as diligent and well-liked by customers.

Outside of her professional life, Joanna is a dedicated endurance athlete. Her commitment and discipline are showcased by her incredible accomplishment of being a three-time IRONMAN® finisher, demonstrating a relentless focus on achieving her goals.

Unique Fact: She has completed the grueling IRONMAN® triathlon, which involves a 2. 4-mile swim, a 112-mile bike ride, and a 26. 2-mile run, three times.

Personality Overview

Risk-Taker

Impact-Driven

Strong-Willed

They take a lot of pride in personal achievements.  More than the product, they care about the impact of the product. They prefer to be the ones controlling the conversation or defining the terms.

Topics They Care About

CX Transformation
Her entire career is dedicated to guiding companies through comprehensive CX and contact center transformations, from strategy to value realization.
Value Realization
Focuses on building strategic business cases and ensuring technology investments lead to measurable outcomes and sustained value for organizations.
AI in Contact Centers
Her expertise includes integrating AI and automation as part of a holistic approach to improving customer service and operational efficiency.

Media Appearances

Joanna Palmer, Author at RingCentral Blog. Featured in RingCentral Blog

See Now

Work History

11-2024
Principal Value Architect at Zendesk
8-2023 - 10-2024
Contact Center Account Executive at RingCentral
6-2020 - 8-2023
CX Client Principal - Contact Center at RingCentral
2019 - 6-2020
Executive Director - Customer Engagement Technology & ERP Product Owner at Scholastic
2017 - 2019
Director - Customer Engagement Technology & ERP Product Owner at Scholastic

Education

BS from Truman State University

More Information

Social Presence :

Prographics :

Exp : 28 Location : Jefferson City, Missouri, United States Job Level : Senior Designation : Principal Value Architect at Zendesk
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Insights For Selling To Joanna

During A Call Or A Meeting

DO's

  • Speak about competitive differentiation that your product offers
  • Refer to testimonials from well-known industry leaders
  • When negotiating terms, help them build an impression that they are the ones calling the shots

DONT's

  • Avoid being a storyteller and don’t try to oversell
  • Do not hesitate from asking counter questions, just avoid challenging their authority
  • Don’t take too much time in sending them information if they ask for any

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Joanna is

  • Conviction around the impact matters the most to them, followed by a sense of achievement and ROI.
  • Will you ever get a clear answer from Joanna

  • If they decide not to use your product, they will say no clearly.

Insights For Deal Planning

    How fast (or slow) will Joanna move?

  • They can reach decisions fairly quickly if they are convinced.
  • Can Joanna take some risk or not?

  • They don’t mind risks but can be quite binary about them.

You And Joanna

Personality Compatibility


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