Rachel Orston
Chief Customer Officer at Instructure
Expert insights
- Anyone can buy the technology. What they can’t buy is the human relationship, and that’s where trust, connection, and retention are won or lost.
- We elevate human potential by designing systems that make room for the work only humans can do.
- We can’t talk about AI in the abstract without acknowledging that it will take humans to implement these changes.
- This era requires massive change management and a level of ‘unlearning’ from all of us. We are all starting with a beginner’s mindset right now.
- Customers expect us to navigate these shifts alongside them and on their behalf, proving that we understand how these big industry trends manifest in their day-to-day work.
- The strongest measure of customer experience is whether customers achieve meaningful outcomes and continue to see value over time.
- Our CX investments are paying off when we help institutions remove barriers, support educators as they rethink teaching and create better experiences for learners.