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.

Silke Robeller, Director of Global Customer Care at Rainforest Alliance, explains why customer service is a company’s business card. She demonstrates how a 95 percent satisfaction rate indicates a significant impact on growth. Silke shares tactics to overcome the label of being a cost center. She maps practical steps for proactive cross-functional influence.

“Your support is the business card of your company, and if it’s better than your competitor, this pays directly into the customer satisfaction and the loyalty of this customer to your brand.” - Silke Robeller.

This episode examines how CX redefines value within the business. Silke shares evidence that shifts cost center perceptions, explains how CSAT signals revenue impact, and shows why involving customer care early in launches improves outcomes across sales, product, and operations.

Jaakko Jutila, Vice President of Customer Support at Basware, explains how support teams escape the cost-center trap. He details how CSAT improvements are linked to retention, providing a defensible business case. He outlines a seamless journey architecture across sales, services, support, and success. He shares a pragmatic approach to AI that starts internally and scales on solid processes.

“When the leadership and executive suite sees that there is some correlation between support, satisfaction, and retention, that is one way to help raise the awareness and for them to start considering support not only as a cost center, but actually as an engine for growth.” – Jaakko Jutila

This episode explores how support escapes the cost center label, ties CSAT to renewals, and aligns teams on shared KPIs. Jaakko demonstrates how to initiate AI within operations, strengthen data foundations, and establish R&D partnerships that reduce case volumes while enhancing customer outcomes. Executives get a clear path to quantify impact and win buy-in.

Mazen Moustafa, Director of Customer Service at Reliance Health, Egypt, shares two decades of cross-market customer operations and customer experience leadership. He introduces Then AI Happens, outlining practical AI use cases and workflows. Mazen also spotlights his security-awareness game Mission I.H.I., teaching youth to protect personal data. He closes with a personal note on travel and lifelong learning.

“To change the contact center perspective from being just a support function to a growth driver, traditional metrics are not enough. You need to connect and build your own KPIs in a way that directly relates to revenue generation or cost savings with actual numbers. Not intuition, not aspiration, but actual figures.” – Mazen Moustafa

Mazen highlights how contact centers become growth drivers by tying KPIs to revenue and cost outcomes, not just efficiency. He recommends mapped processes, unified data, and a living knowledge base before scaling AI. He also emphasizes empowerment and strategic planning that earns executive trust and investment.

Karen Lam, Director of Customer Support at Top Hat, outlines a context-driven leadership style grounded in storytelling. She traces her path from retail to EdTech, culminating in managing support and shaping customer dialogue at Top Hat.

“Every single company should have a Voice of the Customer program because it's the one way you're going to get a good pulse on not only your customers and your product, but also the pulse of the people who are behind the scenes and working for you and bringing that brand message and reputation forward.” – Karen Lam

Karen highlights the power of a disciplined Voice of the Customer program to move support from cost containment to growth. She identifies career progression and underused customer insight as core blockers, then shows how AI synthesizes surveys, reviews, and public chatter into clear narratives executives can act on. Karen recommends cross-functional cadence, measurable feedback loops, and storytelling that ties to revenue.

Kimberly Agin, Head of Business Performance and Enablement, Voice & Chat Automation/Contact Center at KeyBank, traces a career across financial services and explains why the contact center is a live window into client needs. She details how journey data and recorded conversations reveal rich behavioral insights. She pairs this with enterprise data for full context. She shows how these insights fuel product improvement.

“Whoever owns the data and knows the data is going to win the AI future.” – Kimberly Agin

This episode explores how Kimberly transforms contact centers by treating conversations as a core data asset and aligning them with enterprise strategy. She explains how unstructured voice and chat interactions can be paired with enterprise data to reveal behavioral insights, why governing access and building trusted data environments matter for AI, and how clean inputs ensure meaningful outputs. The discussion also highlights how cross-functional collaboration and data-led storytelling shift contact centers from operational cost centers to strategic growth engines.