As we push towards an experience-driven economy, it has become imperative to acknowledge that the customer is king and to treat them as such. Customers today have higher expectations than ever before - they are better informed and highly selective about brands they engage with. In turn, they not only expect these brands to understand their needs but also anticipate them and deliver experiences that meet their needs. A single bad support experience can impact a business, brand and its value.

A study conducted by Freshworks surveying 3000 global customers brought to light the fact that: 

It is evident that good customer service is the key differentiator for any brand. So what should a business do to ensure that they provide the best possible customer service experience?

Watch the video to find out what companies need in order to deliver great experiences to customers from our panel of experts.


fredlumiere apiant

Co-Founder & CEO, Apiant


Fred is a technologist, filmmaker, and social advocate. After leaving his job as Chief Web & Technology Officer at Hooked on Phonics, he enjoyed a successful career as a film & television producer. His passion for technology and how it can better the human condition brought him together with his friend Robert and led to the birth of Apiant. 

rob statsky aircall crop

Director of Customer Success, Aircall


Rob is the Director of Customer Success at Aircall, the phone system for modern business. Prior to Aircall, he led four revenue-driven teams of Customer Success Managers educating clients on the value of third party customer feedback at Trustpilot, while managing the Customer Onboarding/Implementation team as well. 

braeden cloudcherry

Senior Product Marketing Manager, CloudCherry


At CloudCherry, Braeden’s been promoting the brand and the product to the North American markets. Being a part of a company like CloudCherry, in his words, “…has allowed me to wear more hats than I can mention from content writer to sales engineer.” His core responsibility is to bridge the gaps between sales, product, and marketing. He also trains internal teams to ensure that the brand messaging is consistent across the North American teams.

andrew liveperson crop

Senior Director of Channel Sales and Partner Programs, LivePerson


With over ten years of experience in technology sales, Andrew is responsible for designing and implementing the channel partner strategy for LivePerson. Previously, he built strategic partnerships with IBM and Xerox.  He has executed go-to-market strategies with financial service platforms and artificial intelligence chatbots, and driven revenue streams across geographies. Since 2014, he has focused on expanding LivePerson's reseller and referral partner community with contact centers, digital platforms, and solution providers.   

payal crop

Senior Solutions Engineer, Freshworks



Payal assists the sales/business development teams at Freshworks by problem-solving key technical issues for customers. She also works closely with a variety of both regional and international cross-functional teams of developers and architects.  Apart from work, Payal is an avid traveler who's visited 40 countries, and loves the outdoors including hiking and camping — she's made it to the Everest basecamp and Kilimanjaro. She's spent the last decade in technology with the last five years focused specifically on CRM software.