How Token.io turned support data into a company-wide strategic asset | Zendesk Showcase 2025

At Zendesk Showcase London, Geckoboard CEO Tom Randle sat down with Chris Brogan, VP of Customer and Risk Operations at Token.io, for an eye-opening conversation about transforming support from a reactive function into a strategic powerhouse.

The problem Chris solved:
"I was the gatekeeper of data where I was getting a lot of requests from senior management... what's happening with tickets? What's going on with the customer journey?"

The transformation:
📊 Support team owns a company-wide OKR: "Zero percent churn related to support"
⚡ Teams "swarm around problems" faster with real-time Slack integration
🧠 Hiring shifted from product knowledge to problem-solving mindset
🚀 One support agent transitioned into engineering after building automations
🎯 Token's CEO now builds his own dashboards

Why this matters for your team:
Chris shows exactly how making support data visible across the company creates cultural change, breaks down silos, and turns support teams into strategic decision-makers.

Chris shares honest insights about the challenges of being a "data gatekeeper" and how dashboards transformed Token's culture, making everyone naturally curious about customer data.

Audio note: We've enhanced the audio quality from the event's sound system, which may sound slightly processed, but these are the real voices from our live conversation.

About the speakers:
Tom Randle, CEO at Geckoboard
Chris Brogan, VP of Customer and Risk Operations at Token.io

Thanks to Zendesk for hosting this conversation at Zendesk Showcase London 2025.