Customer Experience Leaders Chat

Together with Camille, we discuss adjusting your support offerings to accommodate your industry, what your customers ask of you, and what your team can deliver.

In our conversation with Greg, we discuss how the customer perspective can lead to more proactive support and more meaningful ticket prioritization.

In our conversation with Antonio from Veho, we discuss how you can craft your support voice that emphasizes your brand.

In our conversation with Susana from Loom, we chat about the power of video within the support and how it can improve customer communication.

Join our special episode with Scott from Challenger to hear about what CES is, how it can benefit your company, and how you can train your support agents to provide an effortless experience.

If you want to learn how to integrate your support team across all functions, listen in as Brian from Fiix Software shares the critical things to consider.

Listen as Sid from Summatti explores the positive impact Natural Language Processing can have on your organization.

Listen as Mat from Help Scout talks about how you can make writing a pivotal piece of your support team to engage with your customers.

Listen as Simone from Doodle talks about how to move from a knowledge base to a knowledge management strategy.

Listen in as Erika from CloudTalk outlines how to scale your team successfully and avoid some common mistakes.

Listen in as Marc from Koala highlights some tips and tricks on how you can perpetually delight your customers.

Listen as Andrew from Automattic highlights their hiring process, tips on removing some of the pain of interviewing and hiring more effectively. 

Listen in as Alice from Grindr describes what you need to do to move from a support team to a customer experience team.

Listen as Bala from Rancher Labs highlights the importance of making the experience more convenient and bringing more heart to the customer.

Listen as Hannah from Peak Support highlights how content moderation is an ever-evolving task and why work from home trend benefits your content moderation team.

Listen as Jenny from Fruitstand shares incredible insight about burnout to help us better support ourselves and our teams.

Listen as Lance from Postmates outlines why companies need a support operations team that assists by focusing attention on the daily work while you remain strategic.

Listen as Stacy from Wistia outlines the best approach to switching to a new ticket management tool and much more. 

In a new episode with Matt from SevenRooms, we explore a unique approach to motivation and something all support leaders can apply to their teams today.

In a new episode, Derek Homann from Median outlines how using cobrowsing tools might be the right choice to improve your support offering.

In a new episode, Craig from SupportNinja helps you build a plan to outsource easily and with the most positive impact to your team.

In a new episode, Charlotte from Snowplow Analytics shares how companies can successfully improve their support processes leading to better customer and business outcomes.

In a new episode, Elliott from Flickr walks us through how SmugMug acquired Flickr in 2018 and unpacks the idea of redefining support during an acquisition.

Listen as Justin from Shopify outlines how tiering can improve cross-functional trust and create more engaged support agents.

In a new episode, Tue from Dixa talks about how he puts his Customer Success team on 'enablement sessions' with their clients to learn how they use the tool and then make recommendations towards solving more business problems.

In a new episode, Jacob from Slido highlights the support techniques they use to make sure they are building the best possible product and driving better customer outcomes.

Listen to our conversation as Sukhpreet, VP of Operations at Unifyed outlines what she observed, how she structured the team, the differences in hiring profiles, and how you can determine if this approach will benefit you and your customers!

In our conversation, Paul, VP of Customer Operations at Omnisend, talks about tips and tricks you can use to build a support team that enhances your company's offerings and evolves alongside your customers' demands.

In our conversation, Jake, Customer Success Manager at Atlassian Statuspage, dives in on how to fully prepare customers when a major change goes out the door. 

In our conversation, Ingmar from ChartMogul outlines what has made his team successful and how he plans to advance it even further through better automation and data-driven, high-care customer touchpoints.

In a new episode, Yemi, Manager of Support Performance at Desire2Learn helps us understand why successful OKRs need to be clearly measured and frequently communicated in support organizations. 

In a new episode, Ian from Aircall shares his concerns with training and equipment shipping, and he tells us the ultimate outcomes of the team's first foray into remote teams.

In a new episode of the podcast, Jeff from GitLab will help you understand the value of the SuccessOps team to your organization, how to build it as you scale, and why you may not even see the inefficiencies affecting you today.

In our conversation, we discuss how Scott Lawrence, Director of Customer Success and Brand at Rachio, uses data analytics to decide very precisely what services bring the most value to their customers.

In our conversation, Sylwia shares the creative solutions put in place to help provide high-quality support at scale.

In our conversation, Tom from Monday.com outlines how programs and others have helped them to reduce average handle time, increased customer engagement with their customer experience team, and close more renewals and trial conversions.

In a new episode of Customer Experience Leaders Chat we asked Sarah Ellenberg, program manager at PartnerHero, to walk us through why quality assurance is so crucial to customers' success. You will also get to know all about how their program and how it can be used for agent growth and enhanced engagement.