Breaking the CX Barrier: Fresh Tactics for Executive Buy-In | Episode 60
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Breaking the CX Barrier: Fresh Tactics for Executive Buy-In | Episode 60
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About this listen
Jaakko Jutila, Vice President of Customer Support at Basware, explains how support teams escape the cost-center trap. He details how CSAT improvements are linked to retention, providing a defensible business case. He outlines a seamless journey architecture across sales, services, support, and success. He shares a pragmatic approach to AI that starts internally and scales on solid processes.
“When the leadership and executive suite sees that there is some correlation between support, satisfaction, and retention, that is one way to help raise the awareness and for them to start considering support not only as a cost center, but actually as an engine for growth.” – Jaakko Jutila
This episode explores how support escapes the cost center label, ties CSAT to renewals, and aligns teams on shared KPIs. Jaakko demonstrates how to initiate AI within operations, strengthen data foundations, and establish R&D partnerships that reduce case volumes while enhancing customer outcomes. Executives get a clear path to quantify impact and win buy-in.