Sep 2021 - Present
Lance Conzett
- @lanceco
- CX Leader, Photographer, Raconteur
- Nashville, TN
- He / Him / His
Resume
Mar 2021 - Sep 2021
Program Manager, Uber
Dec 2018 - Mar 2021
Business Operations Manager, Postmates
Portfolio
They say what gets measured gets managed, but there are a lot of places you could aim your support team. CSAT? Time to resolution? Average resolution time? How do you know what’s worth measuring an...
I spoke at Elevate CX's first post-pandemic in-person conference in Denver, Colorado, where I shared about my experience of going through acquisitions and offered a few tactical things to keep in m...
Podcasts
Sarah Hatter, who ran the first conference I ever spoke at way back in 2013, had me on Supportive, a podcast series she's doing in collaboration with the workforce tool Assembled, to talk about my ...
I chatted with Craig Stoss for NiceReply's CX Leaders Chat podcast to talk about the role that support operations has in growing your CX organization—not just for business scale reasons, but for th...
Speaking engagements
I spoke at UserConf to an audience of 500 customer support and success professionals at The Armory in Portland, Oregon. My talk discussed using Lean and Agile principles for projects initiated by s...
I spoke at SupConf NYC on the topic of letting customers go when they turn abusive against your customer support agents. Beyond the actual phrasing of how to speak to someone that you're asking to ...
I spoke at Elevate Summit alongside Customer Experience leaders from Google, Microsoft, LinkedIn, and more for an audience of CX professionals in Austin, Texas. My talk presented a framework for ad...