Relational Trust Infrastructure
Christina Garnett
CCO, CX Consultant, Author
Trust erodes inside systems before churn makes it visible.
Most organizations believe trust is something they earn through good intentions and strong performance and yet it is far more often shaped by the systems they design and the decisions they repeat.
Teams have spent years improving speed, scale, and efficiency, while customers increasingly feel processed rather than understood. When trust weakens, it rarely fails all at once. It fades gradually, long before churn, complaints, or declining scores make the problem visible.
Relational Trust Infrastructure exists because trust is shaped by real decisions. Incentives, policies, automation choices, and escalation paths all influence how customers experience a relationship over time. When those systems are misaligned, trust erodes even while performance metrics appear strong.
This course matters for leaders and practitioners who are accountable for customer relationships but lack shared language or structure to protect trust at scale. It offers a practical way to recognize early warning signs, preserve human judgment where it matters most, and design systems that support durable relationships through growth and change.
What you’ll learn
Students gain a clear way to diagnose trust risk and design systems that protect customer relationships as organizations scale.
Recognize where trust weakens before it appears in churn or satisfaction scores.
Identify systems, incentives, and processes that quietly strain relationships.
Determine which moments require human judgment as organizations grow.
Evaluate efficiency and automation choices through a trust lens.
Apply Relational Trust Infrastructure to build systems that support long-term trust.
Create experiences that hold up under growth, change, and operational pressure.
Learn directly from Christina
Christina Garnett
Chief Customer Officer and Author of Transforming Customer-Brand Relationships
Who this course is for
CX / Customer Success Leader
VP or Head of CX, CS, or Support responsible for retention and trust across growing, siloed teams.Community, Advocacy, or Customer Marketing Leader
Leads teams and needs a way to diagnose, elevate, and turn signals into strategy.SaaS Founder or Operator
Founder, COO, or GM scaling a SaaS business who wants to protect customer trust through growth.
Course syllabus
12 live sessions • 14 lessons
Week 1
Mar
16
Live Session: Trust as Infrastructure
Why Trust Breaks Quietly
The Trust Gap
Mar
18
Optional: Office Hours
Applied Work Assignment
Week 2
Mar
23
Live Session: The Trust Progression Model
Transactional vs Relational Trust
How Trust Progresses and Regresses
Mar
25
Optional: Office Hours
Applied Work Assignment
Free resource
Goldcast Mindshare Masterclass: Transforming Customer-Brand Relationships
Christina Garnett brings the voice of the customer front and center. This class dives into how to build brand trust, earn advocacy, and grow a community that rallies around your mission.
Schedule
Live sessions
1-2 hrs / week
Mon, Mar 16
4:00 PM—5:00 PM (UTC)
Wed, Mar 18
4:00 PM—5:00 PM (UTC)
Mon, Mar 23
4:00 PM—5:00 PM (UTC)
Projects
1 hr / week
Weekly assignments that combine to help you design your Relational Trust Infrastructure.
Async content
1 hr / week
Testimonials
"Christina is a true North Star in B2B marketing when it comes to building trust and strengthening customer relationships. She has mastered how to drive real business impact without sacrificing the human connection—something more critical than ever.
This course empowers attendees to predict, identify, and act on the signals that reveal customer loyalty and brand sentiment."
Alison Bukowski
VP, Customer Experience at Point of Reference“I worked closely with Christina at HubSpot and saw firsthand how deeply she understands trust as a measurable, buildable system. She brings rigor, empathy, and systems thinking to customer relationships and operationalizes trust in a way that creates real, lasting impact.”
Natalie (Gullatt) Pratt
B2B SaaS Customer Marketing & Advocacy Leader
$750
USD