The Importance of Feedback Loops in Customer Success and Engineering

In this podcast episode, Amir Bormand interviews Cassie Brown, the VP of Engineering at Bitly. They discuss the importance of the relationship between customer success and engineering teams in improving customer experience. They delve into topics such as feedback loops, improving triage, and ultimately driving adoption and usage. Cassie shares her responsibilities as VP of Engineering at Bitly and the company's mission as a connections platform. Overall, this episode highlights the significance of collaboration between customer success and engineering in enhancing the customer experience.

Highlights:

[00:02:50] Bridging the gap between engineering and customer support.

[00:06:25] Michelin star restaurant analogy. 

[00:08:27] Investigating and resolving issues. 

[00:13:22] Building relationships for success. 

[00:18:22] Service stewardship and bug management.

Guest:

Cassandra Brown is Bitly’s VP of Engineering. She is a people-first leader who manages engineering efforts for Bitly's core product – she ensures that the functionality takes into account user experience and that Bitly can scale and provide a quality experience for all of our users. Before Bitly, Cassandra earned a Master’s in Computer Information Systems and held roles at Cloud Elements and Oracle.

LinkedIn: https://www.linkedin.com/in/cassandradbrown/

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