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Thursday, September 12 • 10:30am - 11:30am
How to hire, build and create scale in your CX team

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The secret is out! Companies now recognize the importance of delivering a top-notch experience for their customers and clients. 

As your business grows, customer expectations start to evolve. You notice the volume and complexity of their requests growing, while expectations for information and responsiveness become more demanding. There is a growing need to shift from a reactive model of support to a proactive mode of identifying issues before they blow up. It can often feel like a daunting problem with no easy answers. 

In this talk, Max Swagler will discuss his experience hiring, expanding, and scaling a customer-centric CS organization, providing you with best practices (and a few things to avoid) as you build your organization.

Thank you to our CX Track Sponsor Stella Service:
Stella Connect is the customer feedback and quality management platform built specifically for customer experience teams. We’re thrilled to be a part of DC Startup Week to share ideas around the future of CX, and explore solutions designed to help agents do what they do best—drive customer satisfaction. Not to mention, we also love DC.

Speakers
avatar for Max Swagler

Max Swagler

Managing Director of Professional Services, Interfolio


Thursday September 12, 2019 10:30am - 11:30am EDT
Mindspace