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CX Leaders: Driving Aligned Plans for Success in Your Own Advocacy | Episode 46
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Matt Hartley, Head of Pixel Customer Care at Google, dives into why customer care must be its own strongest advocate within a large organization. He outlines how support teams can earn a âseat at the tableâ by tying their work to product and business outcomes. Matt discusses systems for crossâfunctional touchpoints and using data plus storytelling to influence peers. He also shares anecdotes from building partnerships across product, marketing, and sales.
âYou need to think through when you want to go fast and when you want to go far, who to involve in that discussion, and how to approach it continuously rather than as a oneâoff to make sure youâre running the marathon, not just the sprint.â â Matt Hartley
In this inâdepth conversation, Matt shares actionable frameworks for aligning support goals with product roadmaps and weaving data and narrative into compelling crossâfunctional dialogues. He discusses how to establish repeatable systems for collaboration, leverage AIâdriven insights for realâtime impact, and tailor storytelling to each stakeholderâs priorities.
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