Send us a Text Message.Mastering Incident Management - Part 2 of 6; with Kat GainesEmbark on an insightful expedition into the nerve center of incident management with Kat Gaines and myself, as we unravel the essentials of tailoring an effective process for your organization. We're not just bystanders in the realm of crisis resolution; we're the architects designing the blueprint. This episode promises to hand you the reins of your own incident management strategy, urging you to define incide...
May 17, 2024
43 min
Send us a Text Message.Finding the Balance Between Product and Functional Expertise; with Colin FlaniganUnlock the secrets of superior product support with Charlotte Ward and special guest Colin Flanigan, Director of Customer Experience at Sage, in a conversation that promises to elevate your understanding of customer experience leadership. If you've ever pondered the perfect balance of product and role knowledge for leaders, our discussion serves as a treasure map to the middle ground where ...
May 10, 2024
36 min
Send us a Text Message.Prepare to be enlightened as we sit down with the incomparable Nick Zeisler, or Zee as we fondly call him, for a riveting discussion on the essential role of Voice of the Customer (VOC) programs. This episode promises to transform your approach to customer feedback, from mere data points to actionable insights that can prevent your company from breaking its brand promise. Zee passionately dissects the futility of feedback collection without intent, emphasizing the profo...
May 3, 2024
16 min
Send us a Text Message.Nurturing Your Professional Network: Authentic Strategies for Support Folk; with Jason YunHave you ever felt like a solitary island in the vast ocean of your professional life? This sensation is all too familiar for support professionals, like me, Charlotte Ward, and my esteemed guest Jason Yun.Jason has been in the support leadership space for a decade+. Focusing on hypergrowth early stage startups such as Lyft and Instacart, he has been figuring out how to build consu...
Apr 27, 2024
27 min
Send us a Text Message.Mastering Incident Management - Part 1 of 6; with Kat GainesUnlock the secrets to seamless service as we navigate the critical world of incident management with the expertise of Kat Gaines from PagerDuty. Prepare to be armed with a deeper understanding of the complexities that define an incident, and why this knowledge is a game-changer for teams committed to providing uninterrupted excellence. Kat's seasoned perspective will guide you through the layers of incident sev...
Apr 19, 2024
33 min
Send us a Text Message.Connecting Actions to Customer Outcomes; with Sarah CaminitiUnlock the secrets of truly impactful leadership and customer support with our special guest, Sarah Caminiti, a seasoned expert in the field. Together, we dissect the profound implications of aligning our deeds with our pledges, both in steering teams and nurturing customer relationships. Discover how the subtleties of what isn't done can be as telling as the actions we take, casting long shadows on how custome...
Apr 12, 2024
19 min
Send us a Text Message.Empathy isn't just a buzzword—it's the cornerstone of exceptional customer support. Discover the transformative power of understanding and walking a mile in your customer's shoes with Matt Dale, a consummate expert in the field. We peel back the layers of customer interactions and examine how empathy can be more than a trait; it's a skill that, with the right training and mindset, can be honed to perfection. Whether you're born with a natural inclination to empathize or...
Apr 5, 2024
6 min
Send us a Text Message.Enhancing Everyone's Experience with Exceptional Supportability; with Alexis GrantUnlock the secrets to crafting a B2B SaaS experience that customers love and support teams can rally behind. That's what we're bringing to the table with Alexis Grant. Alexis is a seasoned expert in B2B SaaS support, primarily as a support engineer for developer tools and tech products such as New Relic, HashiCorp, and Zapier, and is currently at Semgrep. She lives in Portland, Oregon...
Mar 29, 2024
28 min
Send us a Text Message.Building a Truly Customer Centric Culture; with Michael Hinshaw Embark on a transformative journey with Michael Hinshaw of McorpCX, a beacon in customer and employee experience, as we unlock the secrets to fostering a customer-centric culture in support scenarios. Michael bestows his expertise on the intricacies of nurturing an environment where support staff thrives and customer interactions flourish. We dissect the sobering reality of how internal practices can i...
Mar 22, 2024
28 min
Send us a Text Message.Revolutionizing Customer Support: All-Hands Support Delivery from across the Organisation; with Sarah Caminiti Get ready to revolutionize your perspective on customer support as Sarah Caminiti joins me, Charlotte Ward, to unveil the power of all-hands support. Imagine a workplace where the CEO and the newest developer alike roll up their sleeves to tackle daily customer queries. This is the reality at Sarah's company, DNSimple, where fostering a deep understa...
Mar 15, 2024
24 min
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