Revolutionizing Digital Innovation on Customer Experience | Rafael Moiseev from Customertimes

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Before we get started with today’s episode, let’s have a quick look at what Pathmonk is all about.

If you are winning leads, demos, or sales through your website, then Pathmonk might be interesting for you. Pathmonk is an extension to your website. It watches each visitor as they move through your page and builds up their interest in your product or service in real-time to deliver a great uplift in conversions from your website.

Usually, the buying journey can be divided into three stages: awareness, consideration, and decision-making. Pathmonk figures out in which stage a given visitor is by watching every action they do on the website and provides them with micro-experiences such as notifications, case studies, or introduction videos, helping them move to the next stage in the buying journey toward a conversion.

Welcome to today’s episode. Let’s talk about today’s guest.

Ernesto Quezada: We have Rafael, Vice President of Global Marketing at Customer Times. How are you doing today, Rafael?

Rafael Moiseev: Not too bad. How are you?

Ernesto: I’m doing great! It’s great to have you on. We’re discussing Customer Times and how it works. I’m sure our listeners are tuning in wondering the same thing. So, in your own words, can you tell us a little bit more?

Rafael: Sure. First of all, thanks for having me. Customer Times is a global technology consultancy. We specialize in digital innovation. If that sounds vague, we can call it solving problems or aligning technical solutions with business goals. We do this within select industries. We also specialize in systems implementation and product development. We’ve been around since 2007. While we’re headquartered in New York City, I’m in the South Florida office. We also have offices in Toronto, London, Paris, Ukraine, and South America, and we’re continuing to grow with resources all over.

Ernesto: That’s important. So, what are some key problems you solve for your clients?

Rafael: The key problems revolve around change enablement, which ties into consulting and digital transformation. That includes moving away from legacy systems. Businesses today are rapidly digitizing, and those not on this train risk being left behind. For industries like healthcare and life sciences, manufacturing, consumer packaged goods, banking, and financial services, as well as software, there’s a lot we can help with. Take pharmaceuticals, for instance—everything from clinical trials to commercialization requires digital solutions, and these are constantly evolving. We help clients embrace, leverage, and capitalize on these digital advancements.

Ernesto: Fascinating. How would clients typically find out about Customer Times? Is there a primary acquisition channel?

Rafael: Ours is a relationship-based business. Networking plays a key role—many connections come from people moving from one business to another. Salesforce is also a major channel for us, and we focus heavily on maintaining those relationships.

Ernesto: Great to hear! For our listeners who want to visit, check them out at customertimes.com. What role does your website play in client acquisition?

Rafael: While our business is network- and trust-based rather than product-centric, the website is a critical touchpoint. It’s something we can measure after a visit. That said, we know the current site has limitations, and we’re planning a complete revamp to better showcase our offerings.

Ernesto: Awesome. Let’s switch gears a bit, Rafael, and talk about you as a leader. As Vice President of Global Marketing, what are some key tasks you focus on in your day-to-day work?

Rafael: It’s a mix of strategy and execution. I manage projects and campaigns across different engines like digital, events, and intelligence design. I collaborate closely with team members and spend time delving into the minds of customers to understand their needs and perspectives.

Ernesto: That’s always important. With so much marketing information out there, how do you stay up to date?

Rafael: I rely heavily on LinkedIn—it’s still a great source for relevant content. I also spend as much time as I can with existing customers to gain real insight and stay updated through their perspectives.

Ernesto: Let’s jump into the rapid-fire round. Are you ready?

Rafael: Let’s do it.

Ernesto: First, what’s the last book you read?

Rafael: Never Finished by David Goggins—a follow-up to his book Can’t Hurt Me. It’s about mental toughness and the pursuit of excellence.

Ernesto: What is one thing your company is focused on the most right now?

Rafael: AI is a major focus. Specifically, we want to use intent software to gather granular intent data while navigating legal limitations.

Ernesto: If there’s one repetitive task you could automate, what would it be?

Rafael: Meetings. It’d be great to have AI versions of ourselves attending them.

Ernesto: Lastly, what’s one piece of advice you’d give your younger self?

Rafael: There’s no secret sauce or universal formula for success in marketing. Everything is case by case. Most importantly, get into the customer’s head—that’s key.

Ernesto: Great advice! Rafael, we’re coming to the end of the show. If someone forgets everything from today, what’s the one thing they should remember about Customer Times?

Rafael: We’re a gem of a company—ranked as a leader alongside multibillion-dollar conglomerates like Accenture and Deloitte. We combine superior technology expertise with a deep understanding of our clients’ industries, offering the best solutions. Plus, our culture is second to none—agile yet customer-first, transparent, and outcome-driven.

Ernesto: Fantastic! To our listeners, thank you for tuning in. Rafael, thank you for joining us. Don’t forget to visit them at customertimes.com. Looking forward to the next episode of Pathmonk Presents.

Rafael: Thanks for having me.