We believe companies who organize their business around their customers and effectively drive customer revenue will have a significant competitive advantage and are poised to future proof their business.

DesiredPath is a strategic advisory firm that helps companies organize their business around their customers to effectively drive growth.

(alt) DesiredPath is a strategic advisory firm that helps companies accelerate revenue growth through its intelligent framework (a customer centric approach).


CEOs, Chief Customer Officers and Chief Revenue Officers who need to protect and grow revenue and build a Customer Experience (CX) mindset across their company engage with us to:

  • Help them see a clear method to their retention and revenue challenges

  • Provide a sustainable and scalable framework to create a holistic approach to customer and revenue management (that works)

  • Enable them to measure and articulate the value of the company's efforts and directly correlate it to revenue growth


DesiredPath has proven to drive results for 30+ companies. It provides an operational framework that will help you transform your business.

DesiredPath is the intelligent framework that helps you achieve smarter, faster revenue growth by continuously aligning your operations to the patterns of your most successful customers. Our intelligent framework helps you take a holistic approach, marrying your objectives and operations with your customers’ total business. It’s anchored on the ever-changing success path of your customers, continuously observing and learning from them. With industry-first metrics and benchmarks, it helps you measure how effectively you’re moving your customers through their total journey. DesiredPath has worked with companies including Company A, Company B and Company C driving industry leading adoption, retention and revenue expansion results.

DesiredPath’s intelligent framework is built on experience and expertise that helps you feel confident you’re on a path to establishing an industry leading CX discipline. 


Founder & CEO

A frontierswoman in the Software-as-a-Service Customer Success industry, Kia Puhm​ has extensive experience building world-class practices that accelerate business growth.  Prior to founding DesiredPath, Kia held chief positions at Oracle, Eloqua, Day Software (Adobe), Intelex Technologies, and Blueprint Software Systems.


Kia leads businesses through the transition to customer-centric organizations. Her proprietary methodology provides clients with a disciplined and sustainable approach to increasing customer value and long term loyalty.

Who I am

What i did prior to founding the company - where i worked and mention leading CS for Day and Eloqua leading to Adobe & Oracle acquisitions?

Based on that experience, created the intelligent framework as a result of the 23 years creating operational practices that are customer centric, sustainable and scalable to ensure good CX and therefore a loyal and profitable customer base

What I do

Longer bio


Kia Puhm is an entrepreneurial business leader with over 23 years of experience building innovative Customer Success practices that accelerate business growth. Her passion for, and rich experience in this relatively new and evolving field make her a sought after Thought Leader and change expert.


She has extensive experience in building world-class SaaS business practices and processes within rapid-growth environments. She has pioneered the art of Customer Experience and expertly leads corporations through the journey to become truly customer-centric organizations – with astonishing results.


K!A CX’s proprietary methodology provides clients with a disciplined and sustainable approach to increasing customer value and long term loyalty.  Kia has a deep understanding of the key challenges faced in making the strategic transition to become a truly customer-focused company – and more importantly she knows the pitfalls to avoid.  Her company is a leader in making these transformations happen and offers tools guaranteed to dramatically increase revenue, ramp up retention and smoothly negotiate change as the practice evolves and scales with company growth.


Prior to founding her own firm K!A CX, Ms Puhm held chief executive roles in customer success, services, account management and support at companies such as: Oracle, Eloqua, Day Software (Adobe), Intelex Technologies, and Blueprint Software Systems. 


In 2005, while working with enterprise content management firm Day Software, Ms. Puhm was named one of Switzerland’s top 50 highest ranking women in business by Swiss publication Basler Zeitung.


She is also a former member of the Canadian National Swim Team, national record-holder in the women’s 200-metre backstroke and world top 10 ranked swimmer.


Kia holds a Bachelor of Applied Science in Computer Engineering from the University of Toronto.







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