2026 Speakers
Lala Mamedov, Foster City, Hugspace
Lala Mamedov is an award-winning Knowledge Management and Support Services leader with over 20 years of experience transforming support operations into strategic business drivers. Recognized for pioneering Voice of the Customer methodologies that break down organizational silos, Lala has implemented enterprise-wide customer empathy programs at Intuit, VeriSign, PayPal, and Juniper Networks, where she elevated support from cost center to strategic connector through innovative customer listening sessions, ambient VoC initiatives, and cross-functional collaboration frameworks. As founder of The Support Strategy and a fractional Director of IT for a humanitarian nonprofit Hugspace, she helps organizations leverage authentic customer voice to drive product decisions, improve employee engagement, and achieve measurable business outcomes. Her proven methodologies have delivered results including 45% reduction in escalation cycles, lottery-driven demand for support collaboration opportunities, and transformation of organizational culture through unfiltered customer experience integration. Lala holds an MBA from the University of Massachusetts and Golden Gate University and is certified in KCS v6 Practices. Her unique expertise combining Knowledge-Centered Service (KCS) implementation with Voice of the Customer strategy offers valuable insights into building customer-centric support organizations that deliver both operational excellence and strategic value.