The CX Files #39 - Lilli Gordon

Learn in this episode:How internal company culture directly impacts customer retention.Why asking difficult questions early is better than a surprise at renewal.The way Culture Amp uses the clear is kind philosophy to manage risk.Strategies for building a team that feels safe reporting bad news.Lilli Gordon is the Global Director of Customer Experience for Scaled Commercial at Culture Amp. Over the past two years, she grew retention by 15 percent through scalable programs. She has a background in building successful teams at Nextdoor and Presence Learning and currently manages a massive portfolio of accounts.--Want an AI support agent that is insanely reliable without setup headaches?Save time and delight customers with Helpfeel's done-for-you deployment and seamless VoC-based optimization.Join 625 leading businesses using Helpfeel to boost margin.Learn more: https://en.helpfeel.com