Joonas Holm
Joonas Holm works as a Customer Success Manager at Hion. In his day-to-day role, Joonas acts as a bridge builder and translator between clients and development teams. He believes that the best digital services and most successful projects are built on trust, clear communication, and a deep understanding of real client needs.
Session
Even the Best Code Can’t Save a Bad Customer Experience
Lightning Talk
11:15 – 11:30
Complexity: Easy
Intended Audience: Developers & Freelancers who want to communicate better with clients, set expectations, and avoid endless “lost in translation” ticket rounds.
How can a technically flawless WordPress project still leave a client feeling uncertain and disappointed? The answer often lies outside the code editor: in communication, managing expectations, and human interaction.
In this talk, Joonas Holm, Customer Success Manager at Hion, explores the daily life of acting as a “translator” between clients and developers. He’ll cover why developers shouldn’t just be ticket-resolvers in the background, and how involving developers in client understanding improves both customer experience and the dev team’s peace of mind.
This talk offers practical insights on how to translate technical expertise into the client’s language — without having to write a single line of code yourself.