CX Leaders: Driving Aligned Plans for Success in Your Own Advocacy
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.
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What’s Inside [1:15] Introduction to Matt Hartley [24:25] Full Podcast Episode [2:42] Full Episode Highlights [1:42] Aligning Customer Care Goals to Drive Broader Business Success [1:47] Earning Your Seat at the Table Through Strategic Evidence [2:47] Building Cross‑Functional Systems for Joint CX Priorities [2:15] Combining Customer Stories and Data to Drive Organizational Change [2:26] Accelerating CX Insights with AI‑Powered Clustering and Detection [4:29] Personalizing Data Storytelling to Resonate with Cross‑Functional Teams [4:15] Amplifying CX Impact Through Consistent and Repeated Advocacy [0:56] Driving Long‑Term Wins by Aligning Teams on Shared Goals [0:44] Short - Combining Customer Stories and Data to Drive Organizational Change [0:55] Short - Amplifying CX Impact Through Consistent and Repeated Advocacy
Full Episode “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
(2:42 Video) Full Episode Highlights
(1:42 Video) Aligning Customer Care Goals to Drive Broader Business Success “Looking inward, we must define support’s role in making the product and business successful.” - Matt Hartley
(1:47 Video) Earning Your Seat at the Table Through Strategic Evidence “Nothing is ever given. We have to earn our seat at the table. We must ensure we're showing up, meeting people where they are, and demonstrating to the business that what we're doing truly matters.” - Matt Hartley
(2:47 Video) Building Cross‑Functional Systems for Joint CX Priorities “There are systems that need to be in place, and if they’re not, you have to establish them yourself to work effectively across the organization.” - Matt Hartley
(2:15 Video) Combining Customer Stories and Data to Drive Organizational Change “It’s important to bring the data and represent the customer’s voice. Play the actual recording in the meeting. That can be incredibly powerful. It can change minds and shift direction. So, bringing both the data and the direct voice of the customer is crucial.” - Matt Hartley
(2:26 Video) Accelerating CX Insights with AI‑Powered Clustering and Detection “You can use AI to cluster data better and uncover insights, especially those that aren’t immediately obvious. These might include insights beneath the surface that you might not have discovered otherwise. AI can also help with more effective real-time issue detection.” - Matt Hartley
(4:29 Video) Personalizing Data Storytelling to Resonate with Cross‑Functional Teams “I think it's important to consider what will resonate and deliver that message effectively while continuing to iterate on it. It's about maintaining a dialogue, identifying common ground, and building on that to improve contact rates across teams.” - Matt Hartley
(4:15 Video) Amplifying CX Impact Through Consistent and Repeated Advocacy “Many of us know the ‘rule of seven’ where people must hear something multiple times for it to stick. When speaking to cross-functional partners who aren't immersed in customer support, it’s essential to repeat and reinforce key messages consistently.” - Matt Hartley
(0:56 Video) Driving Long‑Term Wins by Aligning Teams on Shared Goals “When we want to go far, we need to go together, which means aligning on shared goals, bringing the right people in, and crafting a collective narrative.” - Matt Hartley
YOUTUBE SHORT: Filtering and Routing Critical Customer Data and Insights “It’s important to bring the data and represent the customer’s voice. Play the actual recording in the meeting. That can be incredibly powerful. It can change minds and shift direction. So, bringing both the data and the direct voice of the customer is crucial.” - Matt Hartley
YOUTUBE SHORT: Leveraging Data and AI to Enhance Customer Service “Many of us know the ‘rule of seven’ where people must hear something multiple times for it to stick. When speaking to cross-functional partners who aren't immersed in customer support, it’s essential to repeat and reinforce key messages consistently.” - Matt Hartley
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