Lauren Wood

And we need to, in every single situation, that will always be something your customer cares about. So how can we speak to that and show them that and build trust with them too, so that they understand that, yes, we are going to give you the best option.

Mm-hmm. I wanted to talk a little bit more about KPIs. You said renewal is your core KPI, which I think is a great KPI because that is the ultimate proof that your customers found value in what it is that you're providing. What other KPIs are you tracking to make sure that your team is both providing a great customer experience as well as being efficient in doing so?

Mm-hmm. I wanted to talk a little bit more about KPIs. You said renewal is your core KPI, which I think is a great KPI because that is the ultimate proof that your customers found value in what it is that you're providing. What other KPIs are you tracking to make sure that your team is both providing a great customer experience as well as being efficient in doing so?

Mm-hmm. I wanted to talk a little bit more about KPIs. You said renewal is your core KPI, which I think is a great KPI because that is the ultimate proof that your customers found value in what it is that you're providing. What other KPIs are you tracking to make sure that your team is both providing a great customer experience as well as being efficient in doing so?

Has efficiency been a big topic of conversation for you? I feel like as I speak to CX leaders, many people just with the economic climate of today, we're thinking about how do we make our teams more productive? How do we do more with less time? Is that something that you've been focused on?

Has efficiency been a big topic of conversation for you? I feel like as I speak to CX leaders, many people just with the economic climate of today, we're thinking about how do we make our teams more productive? How do we do more with less time? Is that something that you've been focused on?

Has efficiency been a big topic of conversation for you? I feel like as I speak to CX leaders, many people just with the economic climate of today, we're thinking about how do we make our teams more productive? How do we do more with less time? Is that something that you've been focused on?

Tell me a little bit about your partner relationships. I can imagine that those are very key relationships in order for you to deliver on your customer promise.

Tell me a little bit about your partner relationships. I can imagine that those are very key relationships in order for you to deliver on your customer promise.

Tell me a little bit about your partner relationships. I can imagine that those are very key relationships in order for you to deliver on your customer promise.

Do you have any examples or stories of strategies you've put in place to deepen those partner relationships and make sure that the partners are delivering in the way that you expect them to?

Do you have any examples or stories of strategies you've put in place to deepen those partner relationships and make sure that the partners are delivering in the way that you expect them to?

Do you have any examples or stories of strategies you've put in place to deepen those partner relationships and make sure that the partners are delivering in the way that you expect them to?

I can imagine it's very complex having so many different partners and so many different products that you offer.

I can imagine it's very complex having so many different partners and so many different products that you offer.

I can imagine it's very complex having so many different partners and so many different products that you offer.

Yeah, for sure. So I'd love to talk a little bit about the future.

Yeah, for sure. So I'd love to talk a little bit about the future.

Yeah, for sure. So I'd love to talk a little bit about the future.

And get your thoughts on what is to come in customer experience. What do you expect are going to be some of the major trends or things that CX leaders are going to be facing in the months and years to come?