Amelia: I think we've got to navigate a number of different things here. How do we start looking and identifying some of these key moments along the customer journey. And in the last part that I think we kind of drove home too is just how are we empowering our teams to think about risk identify themHow we might have some metrics or measures in place ourselves to bring those things to light.
Emilia D'Anzica (Founder, Growth Molecules) talks with Jeff Breunsbach about how CS leaders should spend their early days in the role. From helping senior leadership understand the role CS plays in the customer retention journey, to identifying gaps in the process, especially in the onboarding process, leading to impact through improvement in processes and execution.
You can find more about Emilia D'Anzica here
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