CX Leaders: Driving Aligned Plans for Success in Your Own Advocacy | Episode 46
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CX Leaders: Driving Aligned Plans for Success in Your Own Advocacy | Episode 46
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About this listen
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.