About this event
Imagine a rom-com where Customer Support and the C-suite are the unlikely couple. Does it sound like a surefire blockbuster to you, or a plot twist set to fail?
It's a tale as old as time in organizations everywhere: customer support, full of voice of customer insights, finds their urgent messages lost in translation on the journey to the c-suite. The breakdown isn't just frustrating; it's a barrier to delivering the stellar customer experiences that companies aim for.
Join us on November 16th as we discuss the topic with Nate Brown, one of the most influential thinkers in CX and CS, as well as founder of the online community CX Accelerator.
Together, we will cover:
- Why customer support and C-suite seem to be speaking two different languages.
- What role do metrics such as NPS and CSat have in sharing information with upper management.
- How customer support can help build an engine that makes VoC come to life.
- When Generative AI can be used and how it can help to strengthen the relationship.
We will also be taking questions from the audience, so come prepared with your most pressing concerns regarding this difficult and fundamental relationship.
Interested but cannot make it? Fear not, a recording of the webinar will be sent to all registrants right after the end.
About the Speaker:
Nate Brown - Nate Brown is a perpetual student of the world’s greatest experiences and the people who create them. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience in 2015. After authoring The Ultimate CX Primer, Brown was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech and many more. Nate also co-created CX Accelerator, a first-class, non-profit community to help Customer Experience professionals grow and succeed in every stage of their career journey.
Fabrizio Trotti - Fabrizio is Marketing and Sales Development Director at Lumoa, and has been involved in Customer Experience in a variety of roles in his 20+ years working in tech organizations. Most notably, he has been Customer Support Team Lead for Supercell, one of the fastest growing companies in Europe, with focus on team expansion, training, and incentives.
Lumoa
Customer Centricity Made SimpleLumoa is the first CX platform to offer GPT. Every employee can ask questions and receive real-time answers based on customer feedback, so they can make timely decisions that will improve KPIs up to three times.
