How HotDoc's Chief Customer & Product Officer Transforms Support Data Into Product Gold

Seven years ago, Agnes So was taking support calls about frustrated patients showing up for cancelled appointments.

Today, she's the Chief Customer & Product Officer at HotDoc, deciding which features get built for 4,000+ GP clinics and 11 million patients across Australia.

The transformation didn't happen by accident.

Agnes cracked the code on something most CX and Support leaders struggle with: How do you turn the voice of the customer into actual influence over what gets built?

While most support teams stay reactive, answering tickets, measuring resolution times, hoping someone upstairs listens to their quarterly reports, Agnes built a framework that makes customer insights impossible to ignore.

Her secret? She stopped trying to convince product teams with anecdotes and started speaking their language: data, impact scores, and business outcomes.

The appointment cancellation issue that used to generate dozens of frustrated support calls? Agnes turned it into quantified product intelligence that directly shaped HotDoc's roadmap.

The result: Support tickets became strategic input. Customer pain became product priorities. And Agnes's team went from cost center to revenue driver.

Join us for an exclusive 45-minute session where Agnes reveals:

→ The exact "Impact Score" methodology that transforms support conversations into product roadmap decisions

→ How she positioned customer insights to get C-suite buy-in (spoiler: it wasn't with NPS surveys)

→ The framework that helped her move a support team member directly into a Product Owner role

→ Why she convinced leadership to hire one of their biggest customers as Chief Medical Officer

This isn't theory. Agnes will walk through real examples of how she turned customer voice into business strategy at Australia's leading medical booking platform.

Perfect timing if you're:

• Looking to strategically align CX, Support and Product 
• Ready to transform your team from reactive responders to strategic advisors
• Looking for proven frameworks to get product teams to actually listen

Limited to 100 attendees for live Q&A. Reserve your spot now!