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Customer Experience Teams: Gillian Heltai on building Lattice's CX program
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Gillian Heltai, Chief Customer Officer at Lattice, shares her experience in building customer experience programs at Lattice, Talkdesk, and comScore.
As Gillian puts it, she worked in customer success long before anyone called it customer success.
Since then, she's helped build successful CX programs at comScore, Talkdesk, and now Lattice.
On today's episode, Alex and Gillian discuss:
- Growing from entry-level analyst to Senior VP at comScore
- Going on a customer listening tour at Talkdesk to create a new onboarding program for upmarket customers
- Joining Lattice after its Series C
- How Lattice structures its CX teams
- Advice for onboarding, health scoring, renewals, and more
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