Customer Support Leaders

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

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

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

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

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

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

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

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

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

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