Support Insights Podcast | CX & Customer Support Podcast by SentiSum
By SentiSum
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Episodes: 54
Description
We share the "earned secrets" of customer experience leaders. An 'earned secret' is a unique solution to a hard problem, learned by overcoming a challenge that hardly anyone else has. In each episode, we hear how our guests have achieved big wins and overcome adversity to deliver great customer service and CX—with a focus on how-to strategies you can use to overcome your biggest challenges, too.
| Episode | Date |
|---|---|
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Ep. 53: Proactive customer support through community building at Drift [Feat. Ben Gardner, VP of Customer Support at Drift]
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Jul 19, 2023 |
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Ep. 52: Reducing reply times by over 90% at Deliverr [Feat. Justin Rezende, Head of Support at Shopify Logistics]
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May 23, 2023 |
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Ep. 51: Turning Customer Support into a value centre [Feat. Thibaut Martin, CX Expert, ex-Head of CX at Otrium]
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May 09, 2023 |
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Ep. 50: How CS excellence connects initiatives between departments at Miro [Feat. Svitlana Gaunt, CS Excellence Team Lead at Miro]
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Apr 19, 2023 |
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Ep. 49: Levelling up player experience at Supercell [Feat. Tony Adams, Product Manager at Supercell]
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Apr 04, 2023 |
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Ep. 48: Building specialized teams for optimal support at Figma [Feat. Emma Chipperfield, Product Support Manager at Figma]
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Mar 20, 2023 |
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Ep. 47: Creating the ultimate tagging taxonomy at Grindr [Feat. Jeffery King, Community Advocate and Travis Brace, Customer Support Manager at Grindr]
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Mar 07, 2023 |
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Ep. 46: Support Insights 2022 Wrapped Up - Sharing customer insights across departments
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Dec 22, 2022 |
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Ep. 45: Scaling support in a growing business [Feat. Bronte Coyne, Global Senior Customer Experience Manager at Unity]
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Dec 02, 2022 |
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Ep. 44: How to influence the product roadmap in customer support [Feat. Shannon Johnson, Director of Customer Support at Sprout Social]
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Nov 15, 2022 |
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Ep. 43: Harnessing AI in customer support [Feat. Clemens Behrend, ex-Global Director of Customer Support at Bitpanda]
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Oct 18, 2022 |
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Ep. 42: Boosting CSAT scores and reducing first response times at Printify [Feat. Valeria Kast, Head of Merchant Support at Printify]
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Oct 03, 2022 |
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Ep. 41: How Hotjar are representing customer support insights in their product feedback loop [Feat. Nick Moreton, Director of Support at Hotjar]
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Sep 19, 2022 |
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Ep. 40: Encouraging your agents to problem solve [Feat. Zack Bryson, Head of Global Customer Service at Awardco]
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Sep 07, 2022 |
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Ep. 39: Centring customer care around education [Feat. Matt Bell, Customer Care Team Lead at Too Good To Go]
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Aug 25, 2022 |
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Ep. 38: Creating a healthy team feedback culture [Feat. Phil Thompson, Customer Support Director at Roofr]
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Aug 03, 2022 |
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Ep. 37: Creating effortless customer experiences [Feat. Craig Stoss, Senior Ops Manager at PartnerHero]
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Jul 18, 2022 |
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Ep. 36: The benefits of reducing agent training time [Feat. David Apple, CRO at Zingtree]
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Jul 11, 2022 |
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Ep. 35: Engaging your customers from development to delivery [Feat. Kristy Howell, Customer Service Team Lead, and Rebecca Nilsson, Customer Insights Manager at Snug]
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Jul 04, 2022 |
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Ep. 34: Return of the podcast: A sit down with SentiSum [Feat. Bryony Mulkern, Community Manager and Sharad Khandelwal, CEO at SentiSum]
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Jun 14, 2022 |
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Ep. 33: How to get your product and support teams to work together [Feat. Aistė Sobutienė, Customer Support Director at Vinted]
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Nov 23, 2021 |
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Ep. 32: Customer Support Myth-busting [Feat. Aistė Sobutienė, Customer Support Director at Vinted]
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Nov 08, 2021 |
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Ep. 31: Why you need to stop rushing your agents (and other tips on customer service culture) [Feat. Iman Safari, Customer Service Manager at Interflora]
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Oct 26, 2021 |
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Ep. 30: The Power of Agent Empowerment [Feat. 6 Customer Service Leaders] [Round Up]
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Oct 15, 2021 |
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Ep. 29: Setting up a multibrand customer support team (Feat. Fabrice Dowling, Global Head of Customer Care at HeliosX)
|
Oct 07, 2021 |
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Ep.28: How to create a happy and productive customer service culture [Feat. Dimple Pattani, Head of Frontline Support at GoCardless]
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Sep 08, 2021 |
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Ep. 27: How Otrium successfully changed BPO while scaling [Feat. Svitlana Gaunt, CX Operations Lead at Otrium]
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Sep 03, 2021 |
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Ep. 26: How to hire, onboard and retain a fast-growing remote team (Feat. Luis Pinto, Director of CX at Remote.com)
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Aug 27, 2021 |
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Ep.25: How Gousto built a competitive advantage in customer care using technology [Feat. Joe Quinlivan, Head of Customer Care at Gousto]
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Aug 20, 2021 |
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Ep.24: How to influence customer-centric change [Feat. Emma, Head of CX Analytics at ServiceNow]
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Aug 13, 2021 |
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Ep.23: CX & climate change: The hidden cost of returns [Feat. Cornelia Konstantyner, Head of CX at Organic Basics]
|
Aug 05, 2021 |
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Ep. 22: How real-time prioritisation drives sales from customer support [Feat. Cornelia Konstantyner, Head of CX at Organic Basics]
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Jul 29, 2021 |
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Ep. 21: Why you should invest in support operations early [Feat. Oleg Krasnov, Head of Support Excellence at Miro] [Scale series]
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Jul 22, 2021 |
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Ep. 20: How Loom tackled contact rate while scaling to 10m users [Feat. Lauren Cunningham, Senior Support Ops & Strategy Lead, Loom] [Scale series]
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Jul 15, 2021 |
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Ep. 19: How outsourcing customer service helps you scale [Feat. Roman Siepelmeyer, Head of Operational Excellence, GetYourGuide] [Scale Series]
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Jul 06, 2021 |
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Ep. 18: How to build a customer obsessed culture [Feat. Charlotte Spain, Customer Service Manager at Buzzbike]
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Jun 17, 2021 |
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Ep. 17: Trends in customer service; Best practice tips for Zendesk users [Feat. Teresa Anania, VP Global Customer Success at Zendesk]
|
Jun 07, 2021 |
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Ep. 16: From 30% to 90% Customer Satisfaction by Taking a Holistic Approach to Customer Experience [Feat. Nate Brown, Officium Labs]
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May 19, 2021 |
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Ep. 15: The link between customer support and product management: Customer insights and career opportunities
|
May 07, 2021 |
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Ep. 14: How a natural language processing (NLP) startup is helping companies to deliver a better CX [Micro Advice Podcast]
|
May 06, 2021 |
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Ep. 13: Sham Aziz, Head of Customer Service at Selfridges on the pandemic's affect on customer service
|
Apr 29, 2021 |
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Ep. 12: How to optimise your customer service with Adrian Swinscoe, Author of Punk CX and Customer Service Advisor
|
Apr 28, 2021 |
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BONUS: How to do customer journey mapping with Ed Deason, Head of Customer Service at Pret A Manger
|
Mar 31, 2021 |
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Ep. 11: Heidi El Hawary, Head of User Support at Trivago, on leveraging customer insight; challenging myths; and what's good and bad in the industry right now.
|
Mar 16, 2021 |
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Ep. 10: Graham Johnston, Head of Omnichannel, Three, on building for omnichannel
|
Nov 27, 2020 |
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Ep. 9: John Ernsberger, Founder, Stella, How the pandemic has changed the contact centre: workforce characteristics, communication, tech stack, and customer feedback
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Nov 20, 2020 |
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Ep. 8: Ed Deason, UK Head of Customer Service, Pret a Manger, 500 stores to zero overnight, pivoting from high street to delivery, and customer experiences in the travel industry
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Nov 13, 2020 |
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Ep. 7. Annette Franz, Chair of the CXPA, how to do a customer journey map; common call centre mistakes; and why employee experience is so important.
|
Nov 06, 2020 |
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Ep. 6. Nicholas Zeisler, Applying process improvement to CX, CX and the US Military, the three E's for building a customer-centric culture
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Oct 30, 2020 |
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Ep. 5: Megan Bowen, merging five customer experiences into one at GrubHub and creating an environment for success for employees and customers
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Oct 23, 2020 |
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Ep. 4: Alice Godfrey, common challenges in fast-growing companies, CS lessons from complex industries, and why customer support should not be undervalued
|
Oct 16, 2020 |
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Ep. 3: Karolina Zielenow, MoonPay, Revolut, scaling customer support through hypergrowth and CS lessons from an innovative startup
|
Oct 09, 2020 |
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Ep. 2: Augie Ray, Gartner, the fundamentals of great CX, tying customer metrics to financial metrics, and doing CX leadership like Amazon
|
Oct 02, 2020 |
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Ep. 1: Sean Mckee, Schuh, experimentations with video live chat, changing consumer behaviours and reflections on a 20 year career.
|
Sep 23, 2020 |