Culture of Wow: How to Build a Service Team People Rave About
Livestream | December 4, 9:00 - 10:00am PDT
Creating a "wow" experience isn't about perks or process—it's about culture. This session explores the key leadership moves, mindset shifts, and rituals that turn support orgs from necessary evil into beloved brand ambassadors.
Ben Brennan
Ben is the Head of AI UX at PeopleReign, founder of QSTAC, and author of Badass IT Support.
A former psychotherapist turned tech leader, Ben brings a unique mix of psychology, strategy, and irreverent humor to service management. His philosophy is simple: badass support is the new competitive advantage.
Maddie Blumenthal
Maddie is PeopleReign's Head of Customer Success, and has been a pioneer in bringing the secrets of Customer Success into IT and Service Management.
A former host of the HDI weekly Twitch stream, Maddie brings fun, energy, and an innovative perspective to Service Management.
What to expect from this session:
- Learn a proven framework for building a high-trust, high-impact service culture from the ground up.
- Discover the small leadership shifts that create big "wow" moments.
- Understand why your internal brand matters—and how to build one that earns love, not just compliance.
- Explore why culture change fails—and how to avoid the traps.
- Walk away with practical ideas you can implement immediately—no budget required.