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Managing Uncertainty: How Glint Delivers a WOW Experience at Scale via a Non-CSM-Managed Model

Speakers: Valery Skvirskaya, Mary Poppen, Thuy Koo & Steph Gerpe

Session Abstract

In times of uncertainty, customers gravitate towards companies that treat them more than just a number. Customer intimacy; knowing your customer better than anyone else, is the key to identifying moments that matter with your customers and ultimately delivering a WOW experience that keeps your customers coming back. Typically, customer intimacy is attained through a high touch CSM-Customer relationship. What if you could build customer intimacy through a virtual journey and create a WOW experience at scale?

In this session, Glint will discuss their approach for executing on this vision and the resulting customer and internal impacts.

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