Past Appearances
Sarah has had the chance to chat with industry experts, participate in panels and explore specific topics in Masterclasses.
No FOMO. Find it all here.
New Release
In 1988’s Big, Tom Hanks brought the perspective of a 13-year-old boy, Josh, into the toy design world. It’s a jarring experience for the seasoned executive, Paul, played by John Heard. Despite all the data Paul presented in this meeting demonstrating the potential of his skyscraper bot, Josh brought a different data point – the real voice of the customer. Josh knew kids and how they thought, not just because he was one, but because he talked with them all day long.
That same kind of insight exists in so many organizations, but just like in Big, it’s ignored by the people developing products. It exists within the Support Team who is having conversations with customers all day long. Sarah Caminiti is an advocate for Support Teams having a seat at the Product Development table.
Q&A with
Sarah Caminiti,
VP of Customer Success
“Make the customer leave the conversation feeling confident to continue on their own, but safe to ask questions if they need it. If you Do that they’ll have no reason to look elsewhere.”
Why Customer Support Needs a
Seat at the Table
Interview By Nidhi Lohia