QuickNode's Amy Hyatt on how CS/CX will be the driver for mainstream blockchain adoption

Lorikeet News Desk

published

February 3, 2025

Credit: QuickNode (via LinkedIn)

Key Points

The U.S. is shifting toward pro-crypto policies under Trump's leadership, which could mean mainstream adoption for the blockchain industry.
QuickNode, a blockchain infrastructure provider, is preparing for widespread crypto adoption by enhancing its customer success framework.

We look at a lot of data and customers that buy from us and then grow with us. Luckily, we’ve got a positive handle on churn. We look at similarities, why that person expanded with us, what’s causing their growth, and what products better match with them.

Amy Hyatt

Head of Customer Success | QuickNode

As the U.S. signals a potential shift toward pro-crypto policies under Trump’s leadership, the blockchain industry is poised to finally become mainstream. If crypto is to succeed on a larger scale, it needs a customer-facing infrastructure that’s accessible, scalable, and user-friendly.

Pro-crypto momentum: "Some people feel that this is very pro-crypto for the first time in the United States. A lot of other countries have been pro-crypto for a long time," says Amy Hyatt, Head of Customer Success at QuickNode. "There could be positive crypto regulations and support that will bring more opportunity and more companies, more stablecoins to the United States."

QuickNode, a leading blockchain infrastructure provider, is preparing to meet the challenge of widespread crypto adoption by analyzing their own customer success framework for its accessibility and ease of use. Countries like Switzerland and Singapore are known for their crypto-friendly regulations, but recent developments suggest the United States might be catching up.

Customer success at scale: QuickNode’s approach to customer success centers on understanding the needs of a user base that may fall outside of your typical crypto investor. The company relies on a combination of advanced data analysis, segmentation, and perception tools to deliver tailored support. Hyatt describes the challenges of measuring satisfaction in the tech-savvy blockchain space:

"In our space, no one is willing to fill out a survey. Absolutely zero. We get about a 2% lift. That is a no-go. I rate success more in a health score that we’ve created than on any sort of survey."

The company also prioritizes segmentation to deliver expertise by vertical. By developing teams that specialize in specific industries, QuickNode ensures its customer success managers can speak the language of their clients, as that is what’s "opening doors" for their team to reach new customers.

In our space, no one is willing to fill out a survey. Absolutely zero. We get about a 2% lift. That is a no-go. I rate success more in a health score that we’ve created than on any sort of survey.

Amy Hyatt

Head of Customer Success | QuickNode

Data-driven insights: "We look at a lot of data and customers that buy from us and then grow with us." Hyatt shares. "Luckily, we’ve got a positive handle on churn. We look at similarities, why that person expanded with us, what’s causing their growth, and what products better match with them."

Mainstream future: Blockchain may be as normal as using a bank in the near future, but it will take an infrastructure and cultural overhaul to get there. Companies like QuickNode are building the customer support system necessary to handle the transition in hopes blockchain will continue to grow:

"It would be incredibly exciting if Washington D.C. would learn more about this space and be less afraid of it. There are regulations that could be healthy here and still really grow an entity and a business that's going to stay." Hyatt says.

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