Building CX from the Inside Out

How Operational Quality Drives World-Class CX

Great CX doesn’t just happen at the surface—it starts deep in your operations.

Join Jimmy Knight, CX advisor and former exec at Lemonade, Whatnot, Tesla, and Microsoft, for a tactical conversation on building customer experience from the inside out. You’ll learn how high-performing companies align operations, people, and technology to deliver seamless, scalable CX that fuels loyalty and growth.

Now the founder of Catapult Partners, Jimmy helps startups and high-growth teams turn CX into a competitive advantage through smarter automation, stronger operations, and a customer-first mindset. In this session, he’ll share playbooks, frameworks, and pitfalls to avoid—plus how leading brands actually operationalize quality behind the scenes.

When:

Available Now

Where:

On-Demand

As seen on

Building CX from the Inside Out

How Operational Quality Drives World-Class CX

Great CX doesn’t just happen at the surface—it starts deep in your operations.

When:

Available Now

Where:

On-Demand

As seen on

Trusted by 100K+ team members around the globe

What You'll Learn:

What You’ll Learn in This Report:

What Operational Quality Really Means for CX: From order fulfillment to agent workflows, see how frictionless operations build trust and drive retention.

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.

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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