Matt Hartley, Head of Pixel Customer Care at Google, dives into why customer care must be its own strongest advocate within a large organization. He outlines how support teams can earn a “seat at the table” by tying their work to product and business outcomes. Matt discusses systems for cross‑functional touchpoints and using data plus storytelling to influence peers. He also shares anecdotes from building partnerships across product, marketing, and sales.

“You need to think through when you want to go fast and when you want to go far, who to involve in that discussion, and how to approach it continuously rather than as a one‑off to make sure you’re running the marathon, not just the sprint.” – Matt Hartley

In this in‑depth conversation, Matt shares actionable frameworks for aligning support goals with product roadmaps and weaving data and narrative into compelling cross‑functional dialogues. He discusses how to establish repeatable systems for collaboration, leverage AI‑driven insights for real‑time impact, and tailor storytelling to each stakeholder’s priorities.

Luke Squires, Customer Experience Director at Sykes Holiday Cottages, discusses how businesses can integrate transformational technologies like AI into their traditional customer support operations. He discusses the evolution of customer service, the exciting potential of AI, and how it’s becoming more accessible to companies. Luke emphasizes that while AI comes with challenges, it opens up many new opportunities for improving customer experiences.

“Technology is the best it’s ever been. It’s constantly evolving and becoming more accessible for companies. While it still comes with a significant cost, tools like AI are no longer a new concept. They’re now something businesses can adopt and start running with.” – Luke Squires

Luke Squires highlights the growing need to integrate AI-driven tools into traditional customer support. He explains how rapidly evolving consumer expectations, driven by pandemic-era digital behaviors and Gen Z's unique communication preferences, present challenges and opportunities. Drawing on his experience leading teams at the UK’s top holiday rental company, Luke recommends balancing automation with human empathy, leveraging real-time analytics to anticipate needs, and positioning support as a strategic growth driver rather than a cost center.

Enav Birnbaum, Director of Customer Solutions at Zencity, explores how customer support can directly impact revenue growth. She outlines her PhD background in international relations and explains how it informs her approach to solving real‑world challenges. She also reveals the cultural foundation that drives passionate service and fosters strong customer bonds.

“I believe that when managing a contact center, it is most important to keep your team members connected to your company's mission and vision, and to remind them why we need to provide top‑notch support and why we are here.” – Enav Birnbaum

From her early academic insights on social dynamics to Zencity’s hands‑on revenue results, Enav connects culture, proactive support, and data‑driven processes to show leaders how customer experience becomes a measurable growth engine. Listeners will discover why linking mission to daily actions transforms support teams from cost centers into trusted drivers of loyalty and profit.