Episode Overview: In this episode, the Tern team kicks off with a warm welcome to Abby, Tern’s new Head of Customer Experience, as she joins David Shull (CEO and Co founder) and Molly Johnson (Head of Product). Together they dive into the past two weeks of conferences, new learnings from advisors, and the evolution of Tern’s CX strategy. From major AI Assist upgrades to improvements in agency workflows, it is a fast paced look at how Tern is building both smarter tools and a stronger customer support foundation. Plus, a sneak peek into the big reveals planned for the December 4 webinar.

Episode Topics:

(00:00) Week in Review

The team recaps CruiseWorld and the Signature Conference, Abby’s first trade show experiences, and life on the road during event season.

(06:37) What Customer Experience Means at Tern

Abby introduces her role and outlines how support, success, implementation, and training will now operate together to improve advisor outcomes.

(09:42) Topic Based Office Hours and Tern and Learn Improvements

How new flexible training formats help advisors join sessions when they actually need support.

(12:11) Balancing Learning Styles Across Agencies

The team discusses different user personas and how Tern is designing resources that work for Loom lovers, deep dive learners, and AI first advisors.

(17:31) Major AI Assist Upgrade Molly breaks down the new ability to automatically match hotels from PDFs to Tern’s verified database, enhancing itineraries with photos and structured details.

(23:30) Quality of Life Updates

From media tab improvements to commission payout logic and better group trip workflows, the team walks through the latest usability fixes.

(34:11) Additional Enhancements

Refreshed team management pages, display improvements for cruise room categories, and ongoing refinements based on Facebook group feedback.

(36:52) Looking Ahead

Planning for Tern’s next users conference, huge architectural upgrades, and big reveals coming in the December 4 webinar.

(39:15) CX Team Focus for Next Week

Support metrics, onboarding guides, agency training for year end commissions, and coverage planning for holidays and offsites.

Show Highlights:

New AI Assist enhancements that automatically match hotels to Tern’s database

Upcoming training improvements including topic based office hours

Better commission payout logic tied to overall trip dates Upgrades that make group trip collaboration more seamless Design refreshes that set the stage for large host agency tooling

Early hints at major December 4 webinar announcements