Founder of Customer Support Excellence and researcher behind The Customer Support Research Lab, focused on building a formal competency and credential framework for customer support. Her work applies insights from linguistics, cognitive science, and organisational psychology to define what excellent support practice actually looks like and how it can be measured. She is also the author of The Customer Support QA Playbook, a practitioner guide to building meaningful quality assurance systems that measure what matters.

Talk: The Science Behind Customer Support

Takeaways: Attendees will leave with a clear framework that distinguishes what agents are responsible for versus what organisations are responsible for, along with practical language to explain why that separation matters more than ever in shaping accountability, improving performance, and designing healthier support systems.