Customer Support Leaders Podcast
Real stories and hard-won lessons from leaders who’ve lived support on the front line. Learn how they grow teams, elevate the craft, and shape the future of customer experience. Hosted by Charlotte Ward.
Podcast episodes
Browse all episodes of the Customer Support Leaders podcast
306: Outcomes Over Optics; with Carl Lenocker
Customer success leader Carl Lenocker explores how traditional support metrics like speed and resolution rates can undermine actual customer outcomes and advoca
305: Measuring Your Support Maturity; with Neal Travis
Support teams fail at scale due to poor measurement and process design rather than lack of effort, so Neal Travis shares a maturity framework focused on knowled
304: Reverse One-to-Ones; with Greg Skirving
Charlotte Ward and Greg Skirving explore reverse one-on-ones where direct reports lead discussions on accomplishments, challenges, and improvements, particularl
303: Practically Perfect Support; with Jason Yun
Mary Poppins offers practical lessons for modern customer support leaders on hiring for kindness, staying frontline-focused, and delivering bad news with dignit
302: Using AI to identify coaching opportunities; with Rob Dwyer
AI can help identify coaching opportunities by analyzing patterns across the full customer journey rather than isolated interactions, enabling supervisors to ad
301: Using AI To Make Us Better Managers; with Reagan Helms
Reagan Helms shares how Planning Center built an AI management assistant that enhances one-on-ones through smart note retrieval and context management, keeping
300: Reflecting on the Year So Far; with Alec Moloney
Charlotte Ward and Alec Moloney explore how AI and automation are transforming modern customer support teams, discussing build versus buy decisions, vendor eval
299: AI Won't Fix Your Knowledge Quality Problem - It'll Expose It; with Leslie O’Flahavan
AI exposes rather than fixes knowledge quality problems, requiring teams to focus on understanding real readers and improving content planning rather than relyi
298: Returning to the Office; with Andrew Rios
Customer support leaders returning to office work can maintain productivity and sustainability by intentionally designing their schedules, protecting personal t
297: AI Beyond The Queue; with Robert Cabral
AI-first customer support extends beyond basic chatbots to leverage automation for scaling service while protecting relationships, reporting clarity, and meanin
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