What Operational Quality Really Means for CX: From order fulfillment to agent workflows, see how frictionless operations build trust and drive retention.
Building CX from the Inside Out
How Operational Quality Drives World-Class CX
When:
Where:
As seen on
Building CX from the Inside Out
How Operational Quality Drives World-Class CX
When:
Where:
As seen on
Trusted by 100K+ team members around the globe
What You'll Learn:
What You’ll Learn in This Report:
The Metrics That Matter: Which KPIs signal strong CX operations—and how to use them to uncover blind spots before churn happens.
Actionable Strategies from Tesla, Lemonade & More: Real-world tactics for optimizing processes, empowering frontline teams, and using AI to scale without losing your edge.
About
Jimmy Knight
Founder, Catapult Partners
Jimmy Knight is a seasoned Customer Experience (CX) executive, advisor, and coach with 15 years of expertise in building and scaling world-class customer operations. His unique background includes driving CX success at some of the fastest-growing startups, including Lemonade and Whatnot, as well as tech giants like Microsoft and Tesla. Now, as the founder of Catapult Partners, Jimmy leverages his deep industry knowledge to advise companies on CX best practices and coach the next generation of leaders in the field. He's passionate about helping businesses transform their customer journey and achieve outstanding results.
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About
Maxmillian Licht
Enterprise Account Executive, MaestroQA
Beginning his career in real estate, Maxmillian Licht discovered a passion for technology innovation and enhancing customer experiences. He transitioned to SaaS, where he excelled as a Sales Development Leader at Zuora, a company specializing in order-to-cash solutions, and later as a Sales Leader at Productiv, a platform focused on software procurement and optimization. Now at MaestroQA, Max employs his extensive sales strategy and software solutions experience to drive enterprise sales initiatives, furthering MaestroQA's impact in the tech sector.
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