Spotlight by CS in Focus

Ep 12: Improv Meets Tech: Unscripted Success in Customer Relations with Katie Clark

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Dive into our conversation with Katie Clark, Manager of Implementation at Pocket Health, hosted by Emma. Katie’s journey from improv theater to customer success shines a light on adaptability, clear communication, and the personal touch that AI can't replace.

Key Insights:

  • Improv Skills in CS: Adapt and thrive in unpredictability.
  • Clear Expectations: Essential from sales to onboarding for success.
  • Vital Metrics: CSAT scores, response rates, and time to value measure impact.
  • Human vs. AI: Automation aids, but human connections are key.
  • Advice for Aspiring CS Pros: Embrace experiences and find joy in your role.








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