WhenTuesday, December 10, 20192:00 PM - 3:00 PM ETWhere Online
How Customer Service Metrics Like NPS & CSAT Impact Overall Business SuccessCustomer service organizations track success metrics to measure overall customer satisfaction. But these metrics can reveal more than simply how well your agents are performing during service inquiries. They can reflect how healthy your company is, and impact overall business success and growth.
Join Greg Roush of Kustomer and Calley Means of Anomalie as we discuss why the CX organization should be at the heart of every business, and how to increase customer satisfaction and loyalty at scale. After watching this webinar you will learn:
- About typical customer service metrics like net promoter score, customer satisfaction and first response time
- What consumers expect from your business• How customer success metrics can reflect overall business success
- Why CX is a revenue driver, not a cost center
- How to increase customer lifetime value at scale
Gabe Larsen
VP of Growth
Kustomer
Gabe leads Kustomer’s worldwide marketing efforts, including advertising, brand, communications, demand, and digital.
Prior to joining Kustomer, Gabe was the VP of Marketing for XANT (formerly InsideSales.com) where he helped create the sales acceleration category and grow the company from six to nearly one-hundred million in revenue. Gabe oversaw the brand transformation, establishing XANT as an industry thought leader, and pioneering a new enterprise go-to-market motion.
Before XANT, Gabe served as a senior managing consultant at a research-based, global performance management company Gallup, Inc. While at Gallup, Gabe helped establish Gallup’s Middle Eastern headquarters in Dubai, sell a $10M dollar deal, and lead customer transformation projects for companies like Toyota, Honda, and IKEA.
Previous to Gallup, Gabe worked for Goldman Sachs as an equity derivative specialist. Gabe oversaw derivative activity on the London and Hong Kong exchanges for 75 U.S hedge funds, managing $750 million to $30 billion under assets.
Gabe has never been a typical marketing leader and the numbers and achievements show it. If Gabe is not creating marketing strategies, partnering with sales people to close a deal, producing content to build pipeline, or pioneering new marketing and sales approaches, you’ll find him at home playing with his four boys, at the nearest karaoke bar pretending he’s on America’s Got Talent, or at the gym playing basketball like he’s still in high school.
Calley MeansCo-Founder
Anomalie
Calley Means is the Co-Founder and President of Anomalie, the only customizable, made-to-order bridal brand that helps all brides visualize and create their perfect dream dress to fit any size, style and budget.
95% of wedding dresses are still sold in stores - Anomalie's online-first model is revolutionizing this high-touch and emotional purchase through three pillars: (1) a seasoned in-house stylist team, (2) AI-backed tools and mind-reading technology to help brides visualize their dress, (3) vertical integration with the top workshops in the world - all of which has led to Anomalie named the highest-rated national wedding dress retailer on WeddingWire.
Founded in 2017, Anomalie has raised $18 million and employs 60 people in San Francisco, Scottsdale, and Hong Kong.
Prior to Anomalie, Calley worked for The White House, Edelman, Zenefits and several other startups. Calley is a graduate of Stanford and Harvard Business School.
