Crises aren’t just setbacks — they’re strategic moments to elevate customer experience. In this episode, Jeff Titterton, Chief Marketing Officer of Stripe, breaks down why investing in customers during uncertain times is the most resilient path to long-term growth. Drawing from his time as COO at Zendesk and insights from scaling through economic downturns, Jeff highlights how modern businesses can align product, service and marketing to unlock customer loyalty and profitability.

Specifically, Jeff covers:

(02:12) Aligning CS and CX with product and business strategy accelerates growth during tough times.

(03:22) Customer service drives CX and reveals where the business falls short.

(05:44) A crisis is the time to invest in customers and enhance service and product.

(10:19) Many still see CX as a cost, not a growth driver focused on real outcomes.

(12:06) Customers expect to reach you anytime, anywhere, on any channel.

(15:58) Technology brings actions into the service layer, enabling fast, personalized solutions.

(17:27) Aggregating CX data helps fix root issues before customers even notice them.

(21:07) Show compassion to customers and colleagues in challenging times.

Resources Mentioned:

Jeff Titterton

https://www.linkedin.com/in/jefftitterton/

Stripe | LinkedIn

https://www.linkedin.com/company/stripe/

Stripe | Website

https://stripe.com

Zendesk CX Trends Report

https://cxtrends.zendesk.com/

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