Most CS teams are very good at rescues. An account goes red, the team rallies, and the customer is saved. Every save should leave a harder question behind, though: what should we have done the first time? Nathan Esposito argues that CS teams should stop relying on heroics and start anticipating. He'll show how to take what you learn from each recovery and build it back into the customer journey. That way, the action that saved an account becomes something your team does before the risk ever shows up. Customers feel understood before they have to ask, and your CS team can answer leadership and the board before they ask too. Key takeaways: - How to review every save by asking what you should have done first, and turn the answer into a repeatable step - How to spot what a customer will need next before they raise it - Why delight comes from anticipating needs, not from extra effort during a crisis - How to anticipate your own leadership and board in the same way, so their questions already have answers - How to make your team less dependent on firefighting at the last minute