Support Driven Speakers

CARET Support Leadership Team

Come join us at the Support Driven Expo in Chicago for our session, Moving from Transact to Transform.

• Joreen Baquilod
• Aaron Dionne
• Dan Rohda

Session Description:
Every growing support organization reaches a point where resolving tickets is no longer enough. Strategic customers expect ownership, partnership, and confidence that someone is invested in their success. Join the CARET Technical Support leadership team as we share our ongoing journey from transactional support to transformational customer relationships. We'll discuss what drove this change, how we aligned leadership, frontline operations, coaching, people, processes, and technology around our strategic customers, what worked, what didn't, and what we're still learning. This isn't a polished success story or a product demonstration. It's an honest conversation about organizational change, building trust, and creating a support experience customers remember long after the ticket is closed. Through a combination of storytelling and facilitated discussion, attendees will exchange ideas with peers and leave with practical approaches they can adapt within their own organizations.