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Customer Support and the C-Suite: the good, the bad, and the ugly of a complex relationship

Consider the relationship between Customer Support teams and upper management in the C-Suite. Does it remind you of a Nancy Meyers rom-com, or does it seem more like a Shakespearean drama? In this webinar, Nate Brown delves into the complexities of this relationship and offers several key tips for making it successful. Don't miss out – watch the replay now!

In this webinar, Nate Brown and Fabrizio Trotti discuss the complexities of the relationship between customer support and the c-suite.

Here’s what to expect.

  • 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.
  • The role of Employee Experience in customer support teams.
  • When Generative AI can be used and how it can help to strengthen the relationship.

About the Speakers

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.