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Date: October 7, 2025
Time: 5:00pm BST
Location: Online
In this session, Nathan will reveal how customer support can shift from being the quiet engine of retention and growth to a recognized driver of business success. From translating ticket data into revenue-aligned metrics to crafting executive-ready stories and dashboards, he’ll share proven playbooks for elevating support’s visibility. We’ll dive into how reframed reporting, incentive alignment, and real-world examples can help unlock resources, secure leadership buy-in, and showcase support’s true impact on NRR, churn, and NPS.
Key Takeaways:
- How to translate support activity into metrics that tie directly to revenue, retention, and brand equity.
- Ways to craft executive-ready stories and dashboards that spotlight support’s impact on NRR, churn, and NPS.
- Strategies for linking incentives to leadership’s top priorities to drive motivation and results.
- Real-world examples of reframed reporting that unlocked budgets, headcount, and cross-team credibility.
- A clear framework to elevate your team’s visibility and secure the resources they deserve.
Meet the speaker:
Nathan Cassella, Director of Technical Support at Hanwha Vision America
Nathan is an experienced senior-level director with over two decades of expertise in change management, project management, and continuous improvement. Renowned for his exceptional business acumen, he serves as a catalyst for high-impact projects that drive organizational transformation. Recognized for his strategic thinking and ability to leverage processes and technology for growth, Nathan thrives in dynamic, innovative environments. Skilled in leading cross-functional teams and delivering transformative outcomes, he is committed to propelling organizations forward through strategic insight and collaborative leadership.
