Customer Experience Teams: Gillian Heltai on building Lattice's CX program
Released Monday, 11th September 2023
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Customer Experience Teams: Gillian Heltai on building Lattice's CX program
Customer Experience Teams: Gillian Heltai on building Lattice's CX program
Monday, 11th September 2023
Good episode? Give it some love!
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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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From The Podcast
Grow & Tell
Nobody’s prepared to grow a billion-dollar business from square one. So we’re learning from revenue leaders who have already done it.Join host Alex Kracov, former VP of Marketing at Lattice and now Founder and CEO of Dock, as he has candid conversations with successful revenue leaders about their business growth stories.We’ll talk to sales, marketing, and customer success leaders about their growing pains. We’ll interview founders who have built companies from the ground-up. And we’ll talk to agencies and consulting firms who do the behind-the-scenes work for the fastest-growing companies in the world.If you want the true, challenging stories of what it takes to grow revenue—not generic, high-level advice—then this show is for you.Join Podchaser to...
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