Birdie Masterclass Become a CX Leader: Simple Steps to Influence

Overview

What if you could transform from a voice in the crowd to the strategic advisor that executives turn to for customer experience decisions?

In today's fast-paced business environment, CX professionals often struggle to gain the influence needed to drive meaningful change. Whether you're trying to introduce more effective feedback methodologies or challenge outdated metrics, success depends on your ability to build credibility with decision-makers.



Named as a Top Voice in Customer Retention by LinkedIn, Sam Chandler, CX Leader at Kustomer, will share practical, actionable steps to build your influence as a CX leader. You'll discover how to overcome barriers to leadership and gain the confidence needed to champion innovative approaches that truly capture the customer voice.

Date: April 29, 2025

Time: 10 AM PT | 1 PM ET

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About the Masterclass

Building influence isn't just about having the right ideas—it's about having the credibility to ensure those ideas are implemented. Many CX professionals have valuable insights but lack the influence to translate them into organizational action.

In this masterclass, you'll learn:

• How to overcome the imaginary barrier that keeps you from leading the room
• Practical steps you can take TODAY to immediately increase your influence
• Ways to build confidence in your own methodologies and approaches
• How to effectively challenge conventional wisdom when traditional approaches aren't capturing the full customer story
• Strategies for gaining executive buy-in for innovative customer experience initiatives.

Meet the Speaker

Learn from a CX leader who's transformed how organizations approach customer intelligence!

Sam Chandler

CX Leader @Kustomer (Ex- Zendesk)

Sam Chandler is a customer retention & engagement expert, she has been featured in a variety of articles, podcasts, and digital marketing campaigns about all aspects of user experience, the psychological drivers behind consumer behavior, and how AI will impact consumer expectations.

Sam has advised hundreds of companies from early stage startups through Fortune 500 corporations on launching GTM strategies that rely on driving engagement to drive revenue and was named as a Top Voice in Customer Retention & Startups Development by LinkedIn. She thrives on building highly capable & diverse teams and is incredibly proud to have helped dozens of her reports advance into senior positions and into senior leadership roles.

Who Should Attend?

• Customer Experience professionals looking to elevate their strategic influence within their organization
• CX team members ready to move beyond reporting metrics to driving business decisions
• Support and Success leaders aiming to transform their function from operational to strategic
• Product Managers seeking to strengthen their voice in customer-centric decision-making
• Business executives interested in developing their CX leadership capabilities
• Aspiring leaders who want practical steps to increase their credibility and impact
• Anyone looking to champion innovative approaches to customer understanding

Why Attend? 

This session brings you the most valuable takeaways from Support Driven Summit without requiring travel or significant time investment. You'll leave with:

• How to overcome the imaginary barriers that keep you from leading the room
• Specific actions you can take TODAY to increase your credibility with decision-makers
• Strategies to evolve from reporting data to driving strategic direction
• Techniques for effectively challenging conventional wisdom when traditional approaches fall short
• Methods to gain executive buy-in for innovative customer experience initiatives
• The confidence to introduce new methodologies that capture deeper customer insights
• The power of "showing them you're right" rather than endless convincing frameworks and approaches from industry leaders

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