2025 Schedule

Creating a "wow" experience isn't about perks or process—it's about culture. This session explores the key leadership moves, mindset shifts, and rituals that turn support orgs from necessary evil into beloved brand ambassadors. Drawing from real-world transformations at Yahoo, Twitter, QSTAC and more, Ben Brennan and Maddie Blumenthal share a simple but powerful framework for inspiring your team, building trust with your internal customers, and delivering service that is not just good—but unforgettable.

Takeaway

1) Learn a proven framework for building a high-trust, high-impact service culture from the ground up. Attendees will gain a blueprint developed and battle-tested at companies like Yahoo, Twitter and QSTAC—designed to inspire pride, accountability, and joy in service.

2) Discover the small leadership shifts that create big "wow" moments. From onboarding rituals to micro-recognition to the language leaders use daily—this session breaks down how to craft intentional, contagious team culture.

3) Understand why your internal brand matters—and how to build one that earns love, not just compliance. Learn how to reposition support teams from back-office fixers to front-line brand builders through visibility, tone, and trust.

4) Explore why culture change fails—and how to avoid the traps. We'll dive into what leaders get wrong when trying to drive culture and what it actually takes to move from cynicism to buy-in.

5) Walk away with practical ideas you can implement immediately—no budget required. Whether you lead a global service org or a five-person help desk, you'll leave with real-world, people-first practices that start working on Monday.