How to Take Charge with a Champion Growth Model | Episode 54

Contact Center Perspectives🎙️

Mark Bernardo, VP of Customer Success at IP Fabric, unpacks the Champion Growth Model from naming outcomes and navigating with empathy to building trust through consistency and showing up in emotionally charged moments. He illustrates how every touchpoint can forge champions who drive upsell, renewal, and advocacy. His real-world examples reveal why emotions matter more than data alone.

“The Champion Growth Model is about prioritizing outcomes and learning to synthesize them effectively. Let’s clearly name what we’re trying to achieve, and then use empathy as our guide. It’s a navigational tool to help us find our way forward.” – Mark Bernardo

Mark Bernardo leverages his martial arts experience and cross-functional leadership to emphasize empathy-first coaching and proactive communication that transform routine interactions into shared accountability. He demonstrates how asking more profound questions and co-creating solutions reveal hidden obstacles and foster mutual ownership. By leading from the front in high-pressure situations, he galvanizes advocates and demonstrates that weaving human connection throughout the customer journey drives strategic impact beyond any dashboard.