What’s Breaking in Your Customer Journey —
From the Voice of the Customer
Learn how leadership teams can identify structural friction before it scales.
Thursday | March 12, 2026 | 12:00 - 12:30 PM ET
Why This Session Matters?
Marketing execution has never been faster.
AI accelerates content.
Automation compresses timelines.
Visibility compounds quickly.
But when acceleration outpaces structural clarity, friction compounds.
Churn doesn’t begin at 90 days.
It begins at 14.
Join us for a focused 30-minute session examining where trust quietly breaks inside the customer journey, and how leadership teams can identify structural friction before it scales.
What You’ll Learn & Put Into Practice
✔ Where momentum most often slows
✔ Why retention strategies target the wrong stage
✔ How onboarding friction compounds into churn
✔ The difference between measuring outcomes and diagnosing experiences
✔ A 30-day framework to reinforce the stage constraining growth
About the Speaker
Fotine Sotiropoulos
Founder & CEO, Thavma Consulting
Leadership Strategist & GTM Systems Architect
Fotine Sotiropoulos helps veterinary and innovation-driven healthcare brands turn clarity into traction through strategy-first marketing leadership. As Founder and Fractional CMO of Thavma Consulting, she partners with founders and executive teams to align brand, message, and go-to-market strategy so marketing doesn’t stall at ideas, but drives real momentum.
About the Speaker
Dr. Peter Brown, DVM
Veterinary Advisor & Clinical Contributor
Dr. Peter Brown is a seasoned veterinarian, founder, and clinical leader whose career spans more than 30 years in companion animal medicine. He began practicing at Chuckanut Valley Veterinary Clinic in 1991, where he and his partners built one of the most respected rural practices in the Pacific Northwest. That experience, deeply rooted in community, continuity of care, and hands-on clinical work, shaped his understanding of what veterinary teams truly need to thrive.
Identify the Trust Break Before It Costs You
Join Fotine Sotiropoulos and Dr. Peter Brown for What’s Breaking in Your Customer Journey — From the Voice of the Customer — a replay will be shared with registered attendees.