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249: Fireside with Mike Redbord

Charlotte
25th November 2022

248: Holiday fireside with Jason Yun

Charlotte
18th November 2022

247: Fireside with Austin Emser

Charlotte
26th August 2022

246: Fireside with Ethan Walfish

Charlotte
22nd July 2022

245: Fireside with Valentina Thoerner

Charlotte
20th May 2022

249: Fireside with Mike Redbord
249: Fireside with Mike Redbord

Mike Redbord tells me how to show the actual value to the business in providing support to those users of your product or...
Charlotte
25th November 2022

248: Holiday fireside with Jason Yun
248: Holiday fireside with Jason Yun

Jason Yun, co-founder of Relay, returns to talk about the support that Support folk might need in the light of the recent spate...
Charlotte
18th November 2022

247: Fireside with Austin Emser
247: Fireside with Austin Emser

Austin Emser, CEO of Stylo, joins me for the first time to discuss the art of prioritising those tickets! We compare whether FIFO...
Charlotte
26th August 2022

246: Fireside with Ethan Walfish
246: Fireside with Ethan Walfish

Ethan and I discuss the relative merits of our favourite approaches to tagging support conversations. Neither of us is a fan of fluidity...
Charlotte
22nd July 2022

245: Fireside with Valentina Thoerner
245: Fireside with Valentina Thoerner

Val discusses using a personality type such as Gretchen Rubin’s Four Tendencies to help you pull a team together, and work with each...
Charlotte
20th May 2022

244: Fireside with Matt Dale
244: Fireside with Matt Dale

Matt and I have no complaints. Plenty of other people do, though: customers! How do we deal with those complaining customers, whether we...
Charlotte
29th April 2022

243: Fireside with Vaishali Dialani
243: Fireside with Vaishali Dialani

Vaishali Dialani is Head of Customer Experience at NOW Money, a fintech company with a unique customer base and on a mission to...
Charlotte
8th April 2022

242: Fireside with Whitney Brittingham and Aakrit Prasad
242: Fireside with Whitney Brittingham and Aakrit Prasad

Two guests for the price of one today as Whitney Brittingham and Aakrit Prasad join me to discuss the relationship between Product Led...
Charlotte
1st April 2022

241: Fireside with Andrew Ou
241: Fireside with Andrew Ou

Andrew Ou is a UX Strategist/Designer and joins me to discuss the role UX plays in CX, and specifically in Customer Support. He...
Charlotte
25th March 2022

240: Fireside with Reagan Helms
240: Fireside with Reagan Helms

Reagan Helms and I discuss what when you have experienced folks who do not want to step into leadership. How do you develop...
Charlotte
18th March 2022
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