The Trust Equation: Why Loyalty Breaks Across Teams (and How to Fix It Together)

Session Abstract

This interactive workshop explores how customer trust is shaped across the entire organization—not just within Customer Success. Attendees will work through the Customer Trust Equation to identify where friction develops across Sales, Product, Marketing, Leadership, and CS before it leads to churn. The session provides practical frameworks for diagnosing trust gaps, understanding where human interaction matters most in the customer journey, and using the Customer Relational Trust Canvas to align cross-functional teams around stronger customer relationships and retention outcomes.