When customer demand surges, the cracks in your CX strategy show fast. This masterclass is all about making sure your team is ready before that breaking point. We’ll cover readiness audits, coverage planning, tooling gaps, burnout prevention, and quality controls: practical steps to keep your support operation resilient and effective.
You’ll hear from leaders who have been in the trenches of the “oh no” moments—Lance Conzett (Found) and Kat Gaines (PagerDuty)—bringing their experience from high-stakes, high-pressure environments that apply to e-commerce peaks and B2B crunch times like SaaS renewals and product launches.
Whether you’re leading an e-commerce support team bracing for holiday volume or a SaaS team managing customer onboarding waves, this session will give you the frameworks, tools, and real-world stories you need to handle the unexpected and keep your team thriving.
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