In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Sara Caldwell, newly appointed Head of Customer Success at OpenAI. Together, they discuss the importance of decision-first customer research for retention, staying connected to the customer with customer facing teams, and not forgetting the long-term.

At the time of recording, Sara Caldwell was the VP of customer experience at Dovetail, a customer insights hub helping thousands of teams build better products. Sara draws on her 10+ years of experience in customer focused roles as well as her experience as a high-school teacher in San Francisco. Sara has recently been appointed Head of Customer Success at OpenAI.

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Previous guests include: Dave Kerpen, Shep Hyken, Joey Coleman, Dan Gingiss, Brittany Hodak, Ron Kaufman and Jim Tincher.

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Customer Experience VP: Why Staying Connected to the Customer is Paramount, The Power of Saying No in Marketing & Don’t Forget the Long-term