Customer Experience Teams: Gillian Heltai on building Lattice's CX program

09/11/23 • 49 min

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

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

Previous Episode

Brand Campaigns: Maya Spivak's marketing campaigns at Wealthfront & Segment

Marketing leader Maya Spivak shares what went into launching successful brand campaigns at Wealthfront and Segment.

What goes into creating a tech brand that not only stands out but deeply resonates with its audience?

Maya Spivak, an experienced brand and marketing expert, joins us in this episode to share her experience building TV and billboard campaigns for Wealthfront and Segment.

In today's episode, Alex and Maya discuss:

Wealthfront's transformation and branding challenges
Tech-driven investing trust and the role of launch videos
The strategy behind Wealthfront’s 35 commercials
Maya’s B2B marketing journey with Segment
Evolving brands, user conferences, and billboard advertising insights

Next Episode

Community-Led Growth: Camille Ricketts on marketing at Notion

Camille Ricketts, former Head of Marketing at Notion, shares how Notion through community.

You don’t go from unknown startup to household name without a great community strategy. That was definitely the driving factor behind Notion's growth.

As the 11th hire and Head of Marketing at Notion, Camille Ricketts built the brand foundations that enabled Notion to take off like a rocket ship.

On this week's episode, Alex and Camille discuss: