Calm, Coffee Meets Bagel and Hinge are all platforms that users trust with some of their most vulnerable moments, whether it’s the experience of trying to figure out how to date again, understanding how to work through feelings of anxiousness, or learning how to feel comfortable being their authentic self. This trust is a critical part of the customer experience and these three companies intentionally and methodically work to ensure that this trust is earned with every interaction. Learn how Calm, Coffee Meets Bagel and Hinge tackle all the big things and all the little details that ensure their customers’ success and how they define that success.
∙ Practice vulnerability as an essential component of a successful Customer Experience
∙ Go above and beyond to earn customer trust across every touch point
∙ Create safe experience for users by creating a safe experience for CX teams
Nayla leads Optimizely’s North American Digital Customer Success Management Team. She is passionate about supporting teams and businesses in leveraging experimentation to make data-driven decisions and innovate. When she’s not doing that, she’s working as a pro bono attorney, doing something active, or trying to overfeed as many people as she can fit at her dining table (so far the maximum is 15).
Frances Brittingham, Customer Support Manager @ Calm - Frances is the Manager of the Customer Support Team at Calm. Her professional mission is to increase access to helpful, accurate resources for improving one’s mental and physical health. Her personal mission is to run every hill in SF.
Matt Cutler, Head of Customer Experience @ Hinge - Matt is focused on building a team that helps users feel safe and supported so that they can bring their authentic selves to their dating lives. In his free time, you can find him performing improv comedy.
Brenda Guardado, Head of Customer Experience @ Coffee Meets Bagel - Brenda leads all customer experience initiatives, including fraud operations and policy creation. Brenda's passion at Coffee Meets Bagel is ensuring every interaction a user has with their support team is a 6-star experience, where expectations are not only met but exceeded, so the user can focus on making meaningful connections. When she’s not that doing that, she’s either chasing or cuddling her five-month old puppy, Penny.
Layna Smith, Sr. Director of Customer Experience @ Calm - Layna is always on the lookout for emerging trends in customer experience and seeks to answer user questions before they have a chance to ask. She believes in the power of a streamlined process and would probably love to read your documentation library. Outside of work you'll usually find her reading a pop culture think piece and eating gummy candies.