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The Premier Community for Customer Experience Leaders

Answers to your burning questions.

This is an ever-evolving world, so expect an ever-evolving list of answers to questions we’re asked. If you don’t find what you’re looking for, just send us an email! Why are you launching a paid member program? Good question! Because we have to. While live meetups and events are postponed due to a global pandemic,…
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April 26, 2020 0

Being the Voice of the Customer

Abby Steiner, Lucid Software On the frontlines of customer interaction, we learn what our customers need and want from our product. When we find ways to effectively communicate these needs to the broader business, it opens the cross-team conversation about customer-guided product development. This talk will discuss how Lucid collects customer feedback from all customer-facing…
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March 11, 2020 0

Hiring Like A Boss: Creating a hiring plan to build strong teams and happy candidates

Alexander Armstead, Clever Hiring is the most important thing you do as a manager. A great hire elevates the entire team, a bad one can tear it down. Together we will discuss building an interview program that authentically assesses candidate skills, provides an amazing candidate experience, and secures world-class talent.


March 11, 2020 0

Challenging our perceptions about customer communities

Jessica Malnik, JM Content Group Having a vibrant customer community is a win-win for all involved. Customers are happier, feel supported, stick around longer, and buy more from you. This leads to increased customer loyalty, higher customer retention rates, and more revenue. This all sounds great, but too many customer support professionals still associate customer…
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February 12, 2020 0

The Subtle Art of Telling Customers to F%*k Off

Michael Labrecque-Jessen, Senior Support Engineer at Trello You do not deserve to be treated like garbage. You do not deserve to be treated like you’re not important, like you’re not a real person. Most of our customers know this, but if you draw the short straw, how do you approach the person who doesn’t know…
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February 12, 2020 0

Harnessing FOMO: An unexpected tool for getting (and keeping) your team engaged

Kody Atkinson, Support Manager at YNAB Last year, YNAB started doing “Cross Team Coffee Breaks” where a team member would randomly start a thirty minute video call with no agenda that anyone in the company could join. We averaged 3-4 attendees to start, but the random time meant a lot of folks missed out. So,…
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February 11, 2020 0

Alex Ladue, Premium Support Manager at Handshake

Alex Ladue, Premium Support Manager at Handshake At Handshake we serve 3 markets: Students, Universities and Employers. Premium Support serves our paid Employer market. This talk will cover the before but mostly the after of how I structured our team, built processes that didn’t exist prior and onboarding an inherited team from scratch. Wanna know…
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February 11, 2020 0

Best-Self Management

Chelsea Margolies, Director of Customer Support at 15Five Most companies struggle to attract, retain, and maximize their people, because they’ve been looking in the wrong direction and focusing on the wrong things. It’s an innocent mistake. Most organizations simply do what’s always been done, and while that may have been effective and made sense at…
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February 11, 2020 0

Defining Your Scope Of Support: An Exercise in Setting Boundaries

Jordan Munson, Head of Support at Wistia Jordan will present a story of how Wistia implemented a Scope of Support methodology to slow their headcount growth, increase consistency in the customer experience via support channels, and further foster skill in decision-making among their support agents.


February 11, 2020 0

Compensation: Your CX Team and You

Ryan Klausner, Head of Customer Operations at Orion Labs In this presentation, Ryan will discuss what motivates CX teams beyond compensation, how to advocate for a raise, and negotiation and salary leveling.


February 11, 2020 0