The relationship between customers and customer support professionals may go unnoticed, but its impact can make or break a business.

Erika Favorito is the VP of Customer Success & Support at Privy, an e-commerce marketing platform geared towards helping online brands grow. At Privy, Erika’s focus is to set the overall vision and strategic plan for both the Customer Success and Support organizations by creating positive customer experiences, driving product adoption, and creating growth opportunities for both their customers and Privy.  

Join us as we discuss:

• Erika’s customer support philosophy
• Why organizations don’t value CS staff as much as they value the customer
• How can CS professionals initiate feedback loops between different teams
• How do you decide what tools to use
• The future of customer success and customer support