Crises aren’t just setbacks — they’re strategic moments to elevate customer experience. In this episode, Jeff Titterton , Chief Marketing Officer of Stripe , breaks down why investing in customers during uncertain times is the most resilient path to long-term growth. Drawing from his time as COO at Zendesk and insights from scaling through economic downturns, Jeff highlights how modern businesses can align product, service and marketing to unlock customer loyalty and profitability. Specifically, Jeff covers: (02:12) Aligning CS and CX with product and business strategy accelerates growth during tough times. (03:22) Customer service drives CX and reveals where the business falls short. (05:44) A crisis is the time to invest in customers and enhance service and product. (10:19) Many still see CX as a cost, not a growth driver focused on real outcomes. (12:06) Customers expect to reach you anytime, anywhere, on any channel. (15:58) Technology brings actions into the service layer, enabling fast, personalized solutions. (17:27) Aggregating CX data helps fix root issues before customers even notice them. (21:07) Show compassion to customers and colleagues in challenging times. Resources Mentioned: Jeff Titterton https://www.linkedin.com/in/jefftitterton/ Stripe | LinkedIn https://www.linkedin.com/company/stripe/ Stripe | Website https://stripe.com Zendesk CX Trends Report https://cxtrends.zendesk.com/ This episode is brought to you by: Leverage community-led growth to skyrocket your business. From Grassroots to Greatness by author Lloyed Lobo will help you master 13 game-changing rules from some of the most iconic brands in the world — like Apple, Atlassian, CrossFit, Harley-Davidson, HubSpot, Red Bull and many more — to attract superfans of your own that will propel you to new heights. Grab your copy today at FromGrassrootsToGreatness.com Each year the U.S. and Canadian governments provide more than $20 billion in R&D tax credits and innovation incentives to fund businesses. But the application process is cumbersome, prone to costly audits, and receiving the money can take as long as 16 months. Boast automates this process, enabling companies to get more money faster without the paperwork and audit risk. We don’t get paid until you do! Find out if you qualify today at https://Boast.AI Launch Academy is one of the top global tech hubs for international entrepreneurs and a designated organization for Canada's Startup Visa. Since 2012, Launch has worked with more than 6,000 entrepreneurs from over 100 countries, of which 300 have grown their startups to seed and Series A stage and raised over $2 billion in funding. To learn more about Launch's programs or the Canadian Startup Visa, visit https://LaunchAcademy.ca Content Allies helps B2B companies build revenue-generating podcasts. We recommend them to any B2B company that is looking to launch or streamline its podcast production. Learn more at https://contentallies.com #CustomerExperience #CXStrategy #DigitalTransformation #Product #Marketing #Innovation #StartUp #GenerativeAI #AI
