Erik K Larson

I am a strategic leader with over a decade of experience transforming enterprise customer experiences through digital innovation, data-driven strategy, and operational excellence. My career spans global roles in Fortune 100 environments where I’ve led large-scale initiatives that modernize digital support ecosystems, scale self-service capabilities, and align customer touchpoints with measurable business outcomes.

My expertise lies at the intersection of digital transformation and customer success. I specialize in driving cross-functional programs that integrate technology, analytics, and user experience to enhance customer satisfaction and reduce operational costs. At AT&T, I led a digital overhaul of the business support experience—delivering a 260% increase in web engagement and $4M in annual cost savings through a simplified, data-informed content strategy.

I bring a strong track record in change enablement and stakeholder alignment, having guided multi-disciplinary teams through complex platform rollouts including ServiceNow, Adobe Experience Manager, and Salesforce Knowledge. Whether enabling adoption through executive communications, optimizing CX frameworks, or architecting digital roadmaps, I work with empathy and rigor to ensure organizational readiness and customer value.

My approach is both strategic and hands-on: I am fluent in agile methodologies, familiar with MarTech stacks, and experienced in AI-driven tools that improve engagement and personalization. I also enjoy sharing insights as a keynote speaker and author on topics such as digital self-service, CX metrics, and the ROI of social technologies.

Ultimately, I’m passionate about solving business problems with purpose-built solutions—leading with data, championing the voice of the customer, and driving outcomes that scale.