Brie Clements, Senior Director of Customer Service and Support at For The Record, details a practical shift from reactive fixes to proactive services. She maps roles, builds a skills matrix, and stabilizes operations. Brie demonstrates how proactive inspections can generate recurring revenue. She closes with metrics that accelerate trust.

“Every interaction we had with a customer was not only an opportunity to solve a problem for them but also to turn that problem into an opportunity to discuss something new that we had or something they didn’t have yet. Customers started to treat us more like an advisor, and that helped us pivot the relationship and provide leads to the sales team.” - Brie Clements

This episode follows Brie’s practical journey from reactive fixes to proactive, revenue-linked services. You will hear how a skills matrix, role clarity, and cadence-based inspections reduce escalations, create capacity, and unlock recurring revenue. Brie also shares coaching habits and nontraditional KPIs that build trust, inform upgrades, and position support as an advisor to the business.

Amber Scott, VP of Customer Experience at Serta Simmons Bedding, explains why basic empathy is now table stakes. She shares how clear expectations and promise-keeping create trust. Amber connects hospitality with measurable business outcomes. She closes on aligning CX to company objectives for growth.

“Customer expectations and behavior continue to evolve, so I encourage leaders to read, stay informed, pay attention, and listen to customers.” - Amber Scott

In this episode, Amber demonstrates that empathy is a table-stakes requirement and explains how clear expectations, consistent promise-keeping, and genuine hospitality translate into measurable outcomes. She illustrates that reliable follow-through and authentic human connection build durable trust across channels. She leaves leaders with a practical charge to keep learning as expectations evolve, speak the language of business, and align CX efforts directly to core objectives for sustainable growth.

Daniela Linero Gamez, Chief Customer Officer at Ontop, shares how to bridge the empathy gap by moving beyond surface requests to real needs. She explains the price value paradox, the hospitality mindset, and the power of vulnerability. Daniela demonstrates why ICP knowledge and cultural nuance are essential globally. She closes with practical steps to turn support into growth.

"The ICP must be in the data, and it's always in the conversation with clients. It makes us more aware that the relationship between a client and a provider is a human connection, and that we are involved with emotions and things we are seeking. The metrics are important, but being transparent, vulnerable, and setting clear expectations will boost customer satisfaction more than numbers.” – Daniela Linero Gamez

This episode delves into why empathy and clarity outperform vanity metrics when the goal is sustainable growth, and it explains how human context makes data more valuable and actionable. Drawing on honest client conversations, Daniela demonstrates how to align price with scope, codify everyday hospitality rituals, and utilize thoughtful vulnerability to rebuild trust in moments that matter for both buyers and internal teams across various markets and regions.