Customer Support Leaders Podcast

Mary Poppins offers practical lessons for modern customer support leaders on hiring for kindness, staying frontline-focused, and delivering bad news with dignit

AI can help identify coaching opportunities by analyzing patterns across the full customer journey rather than isolated interactions, enabling supervisors to ad

Reagan Helms shares how Planning Center built an AI management assistant that enhances one-on-ones through smart note retrieval and context management, keeping

Charlotte Ward and Alec Maloney explore how AI and automation are transforming modern customer support teams, discussing build versus buy decisions, vendor eval

AI exposes rather than fixes knowledge quality problems, requiring teams to focus on understanding real readers and improving content planning rather than relyi

Customer support leaders returning to office work can maintain productivity and sustainability by intentionally designing their schedules, protecting personal t

AI-first customer support extends beyond basic chatbots to leverage automation for scaling service while protecting relationships, reporting clarity, and meanin

Jenny Dempsey shares her journey from customer support leadership to layoff, exploring how losing a title forced her to redefine success and discover that impac

Explore Fearless CX with Nate Brown, a bold approach to enhancing customer experience amidst fear and insular thinking, emphasizing trust, collaboration, and modern voice of customer strategies for effective organizational outcomes.

Explore the future of customer support with Ryan Klausner, discussing the impact of AI on support roles and how to transition from reactive to proactive strategies for enhancing customer experience.