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Q&A w/Chad Horenfeldt: “You don’t need to do everything yourself.”

Customer service2 MIN READAug 21, 2023

Chad Horenfeldt


Chad Horenfeldt
‘s track record includes playing an integral part as a CS leader in two successful exits: Eloqua (IPO and then acquired by Oracle for $1 billion) and Kustomer (acquired by Meta).

Having been in the CX field for 15 years, he has some wisdom to share…

What one invention would make your work life easier?

The self-driving car becoming a reality.

If there were no holds barred, what change would you make to customer service?

Have instant responses to people’s questions that were helpful 99% of the time.

If AI is going to change the customer service industry monumentally, who do you think stands to benefit most, and why?

The consumer. Responses will be quicker and more accurate.

What’s the most important thing to keep in mind when nurturing a team?

Keeping in mind what motivates your team and what would they would like.

What do you think is the most important lesson you’ve learned recently?

Ask for help. Don’t feel like you need to do everything yourself.

What makes you proud of your team?

What made me the most proud of my team was that they didn’t just work to help customers or the company. They worked to help each other.

Which book, podcast, or newsletter are you enjoying right now?

The Customer Success Mindset

What part of your day do you look forward to most?

The morning

What’s been your most memorable customer experience?

I was at a Tim Horton’s and the person there gave my son some extra small donuts. It made his day.

Who is your favorite cat?


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