Hyphen in 360 Magazine

Rachel Carter comes across as a really nice person, but her mission is to help her peers in the CX leadership community treat customers with greater kindness.

As the former senior vice-president of customer experience with event management software provider Swoogo, Carter experienced first-hand the challenge of outgrowing a customer support ticketing system. She and her team spend nine months in vain looking for a platform that could offer more than a shared inbox or a smarter ticketing queue and make customers feel cared for instead.

“I started asking myself, what if kindness isn’t just about being nice, but is a smart business decision?” Carter told 360 Magazine. “How do you structure a company around care and intention? What does kindness in business actually mean, and how do we build a culture of service that demonstrates itself through revenue?”