Podcasts by Support Insights Podcast | CX & Customer Support Podcast by SentiSum
We share the "earned secrets" of customer experience leaders. An 'earned secret' is a unique solution to a hard problem, learned by overcoming a challenge that hardly anyone else has. In each episode, we hear how our guests have achieved big wins and overcome adversity to deliver great customer service and CX—with a focus on how-to strategies you can use to overcome your biggest challenges, too.
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Ep. 53: Proactive customer support through community building at Drift [Feat. Ben Gardner, VP of Customer Support at Drift] from 2023-07-19T15:01:17
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Ep. 52: Reducing reply times by over 90% at Deliverr [Feat. Justin Rezende, Head of Support at Shopify Logistics] from 2023-05-23T08:15:22
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Ep. 51: Turning Customer Support into a value centre [Feat. Thibaut Martin, CX Expert, ex-Head of CX at Otrium] from 2023-05-09T12:41:28
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Ep. 50: How CS excellence connects initiatives between departments at Miro [Feat. Svitlana Gaunt, CS Excellence Team Lead at Miro] from 2023-04-19T08:33
Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community In today's episode of the Support Insights Podcast we talk to Svitl...
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Ep. 49: Levelling up player experience at Supercell [Feat. Tony Adams, Product Manager at Supercell] from 2023-04-04T08:29:19
Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community In today's episode of the Support Insights Podcast we talk to Tony ...
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Ep. 48: Building specialized teams for optimal support at Figma [Feat. Emma Chipperfield, Product Support Manager at Figma] from 2023-03-20T14:51:45
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In today's episode of the Support Insights Podcas...
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Ep. 47: Creating the ultimate tagging taxonomy at Grindr [Feat. Jeffery King, Community Advocate and Travis Brace, Customer Support Manager at Grindr] from 2023-03-07T09:57:09
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In today's episode of the Support Insights Podcast we talk to Jef...
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Ep. 46: Support Insights 2022 Wrapped Up - Sharing customer insights across departments from 2022-12-22T11:41:06
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As we take a look back through the Support Insights Podc...
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Ep. 45: Scaling support in a growing business [Feat. Bronte Coyne, Global Senior Customer Experience Manager at Unity] from 2022-12-02T14:08:54
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In today's episode of the Support In...
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Ep. 44: How to influence the product roadmap in customer support [Feat. Shannon Johnson, Director of Customer Support at Sprout Social] from 2022-11-15T10:38:43
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In today's episode of the Support Insights Podca...
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Ep. 43: Harnessing AI in customer support [Feat. Clemens Behrend, ex-Global Director of Customer Support at Bitpanda] from 2022-10-18T13:09:51
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In today's episode of the Support Insights...
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Ep. 42: Boosting CSAT scores and reducing first response times at Printify [Feat. Valeria Kast, Head of Merchant Support at Printify] from 2022-10-03T08:34:22
In today's episode of the Support Insights Podcast we talk to Valeria Kast, Head of Merchant Support at Printify about how she's increased CSAT to 94% (and kept it there!) and drastically reduce...
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Ep. 41: How Hotjar are representing customer support insights in their product feedback loop [Feat. Nick Moreton, Director of Support at Hotjar] from 2022-09-19T08:00:37
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In today's episode of the Support Insights Podcast we talk to Nick Moreton,...
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Ep. 40: Encouraging your agents to problem solve [Feat. Zack Bryson, Head of Global Customer Service at Awardco] from 2022-09-07T10:38:17
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In today's episode we talk to Zack Bryson, Head of Global Custo...
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Ep. 39: Centring customer care around education [Feat. Matt Bell, Customer Care Team Lead at Too Good To Go] from 2022-08-25T10:20:48
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In today's episode we talk to Matt Bell, Customer Care Team Lea...
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Ep. 38: Creating a healthy team feedback culture [Feat. Phil Thompson, Customer Support Director at Roofr] from 2022-08-03T11:04:41
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In today's episode we talk to Phil Thompson, Customer Support Director at Roofr, about how to p...
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Ep. 37: Creating effortless customer experiences [Feat. Craig Stoss, Senior Ops Manager at PartnerHero] from 2022-07-18T13:06:55
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In today's episode we talk to Craig Stoss, Senior Operations Manager at PartnerHero, about all the opp...
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Ep. 36: The benefits of reducing agent training time [Feat. David Apple, CRO at Zingtree] from 2022-07-11T10:14:19
In this week's episode we speak to David Apple, CRO at Zingtree, about how you can harness tech to reduce your agent training time, and the benefits reduced training time can bring to both the a...
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Ep. 35: Engaging your customers from development to delivery [Feat. Kristy Howell, Customer Service Team Lead, and Rebecca Nilsson, Customer Insights Manager at Snug] from 2022-07-04T09:14:03
In this week's episode, we spoke to Kristy and Rebecca, Customer Service Team Lead and Customer Insights Manager at Snug, about the amazing customer community Snug have built and how that feeds ...
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Ep. 34: Return of the podcast: A sit down with SentiSum [Feat. Bryony Mulkern, Community Manager and Sharad Khandelwal, CEO at SentiSum] from 2022-06-14T11:33:50
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The podcast is back!
In today's episode we introduce new host and Communit...
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Ep. 33: How to get your product and support teams to work together [Feat. Aistė Sobutienė, Customer Support Director at Vinted] from 2021-11-23T16:38:47
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In today's interview we caught up again with Aiste Sobutiene, customer support director...
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Ep. 32: Customer Support Myth-busting [Feat. Aistė Sobutienė, Customer Support Director at Vinted] from 2021-11-08T15:20:19
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In today's interview we sit down with the brilliant Listen
Ep. 31: Why you need to stop rushing your agents (and other tips on customer service culture) [Feat. Iman Safari, Customer Service Manager at Interflora] from 2021-10-26T15:24:41
In this episode with Iman Safari of Interflora, we explore what it means to have a customer service DNA. We hear how to build one and how to reduce the dreaded "cost-centre thinking".
We ...
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Ep. 30: The Power of Agent Empowerment [Feat. 6 Customer Service Leaders] [Round Up] from 2021-10-15T14:49:13
Today we’re focusing on one of the most important topics in customer service: your team.
Customer service is known for being tough work and the agents themselves are on the frontline deal...
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Ep. 29: Setting up a multibrand customer support team (Feat. Fabrice Dowling, Global Head of Customer Care at HeliosX) from 2021-10-07T17:55:50
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In this episode of Support Insights, we catch up with Fabrice Dowling the Gl...
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Ep.28: How to create a happy and productive customer service culture [Feat. Dimple Pattani, Head of Frontline Support at GoCardless] from 2021-09-08T12:59:22
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This week, Listen
Ep.28: How to build a high-performing customer service culture [Feat. Dimple Pattani, Head of Frontline Support at GoCardless] from 2021-09-08T12:59:22
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This week, Listen
Ep. 27: How Otrium successfully changed BPO while scaling [Feat. Svitlana Gaunt, CX Operations Lead at Otrium] from 2021-09-03T10:55:30
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This week on the podcast, I’m catching up with Listen
Ep. 26: How to hire, onboard and retain a fast-growing remote team (Feat. Luis Pinto, Director of CX at Remote.com) from 2021-08-27T12:31:10
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This week, we welcome Luis Pinto, Director of Customer Experience at Remote....
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Ep.25: How Gousto built a competitive advantage in customer care using technology [Feat. Joe Quinlivan, Head of Customer Care at Gousto] from 2021-08-20T14:07:43
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This week, we welcome a customer of ours onto the show. This episode is with...
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Ep.24: How to influence customer-centric change [Feat. Emma, Head of CX Analytics at ServiceNow] from 2021-08-13T15:42:43
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In this episode of the Listen
Ep.23: CX & climate change: The hidden cost of returns [Feat. Cornelia Konstantyner, Head of CX at Organic Basics] from 2021-08-05T08:35:41
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In this episode of the Listen
Ep.22: CX & climate change: The hidden cost of returns [Feat. Cornelia Konstantyner, Head of CX at Organic Basics] from 2021-08-05T08:35:41
In this episode of the Support Insights podcast, we've caught up again with Listen
Ep. 22: How real-time prioritisation drives sales from customer support [Feat. Cornelia Konstantyner, Head of CX at Organic Basics] from 2021-07-29T16:01:18
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In this episode of the Support Insights podcast, we caught up with Listen
Ep. 21: Why you should invest in support operations early [Feat. Oleg Krasnov, Head of Support Excellence at Miro] [Scale series] from 2021-07-22T13:49:08
Miro was growing 300% year-on-year already—and then the pandemic hit.
The rise of asynchronous work saw an explosion in the need for their product (a virtual whiteboard and collaboration ...
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Ep. 20: How Loom tackled contact rate while scaling to 10m users [Feat. Lauren Cunningham, Senior Support Ops & Strategy Lead, Loom] [Scale series] from 2021-07-15T08:49:47
This week's guest is the incredible Lauren Cunningham, Senior Support Ops & Strategy Lead at Listen
Ep. 19: How outsourcing customer service helps you scale [Feat. Roman Siepelmeyer, Head of Operational Excellence, GetYourGuide] [Scale Series] from 2021-07-06T13:11:31
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Outsourcing is one of the secrets of scaling up.
As a startup with fa...
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Ep. 18: How to build a customer obsessed culture with Charlotte Spain from Buzzbike from 2021-06-17T10:36:09
This week's podcast guest, Charlotte Spain, heads the 'rider happiness' team at Buzzbike.
In the past year, Charlotte and her te...
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Ep. 18: How to build a customer obsessed culture [Feat. Charlotte Spain, Customer Service Manager at Buzzbike] from 2021-06-17T10:36:09
This week's podcast guest, Charlotte Spain, heads the 'rider happiness' team at Buzzbike.
In the past year, Charlotte and her team h...
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Ep. 17: Trends in customer service; Best practice tips for Zendesk users from Teresa Anania, VP Global Customer Success at Zendesk from 2021-06-07T12:43:32
This week on the State of Customer Service Podcast, we've got the incredible Teresa Anania.
Teresa is VP Gl...
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Ep. 17: Trends in customer service; Best practice tips for Zendesk users [Feat. Teresa Anania, VP Global Customer Success at Zendesk] from 2021-06-07T12:43:32
This week on the State of Customer Service Podcast, we've got the incredible Teresa Anania.
Teresa is VP Global...
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Ep. 16: From 30% to 90% Customer Satisfaction by Taking a Holistic Approach to Customer Experience, Nate Brown from 2021-05-19T13:49:32
In this episode of the State of Customer Service podcast, we chat to CX leader, Nate Brown.
He and his team at Listen
Ep. 16: From 30% to 90% Customer Satisfaction by Taking a Holistic Approach to Customer Experience [Feat. Nate Brown, Officium Labs] from 2021-05-19T13:49:32
In this episode of the State of Customer Service podcast, we chat to CX leader, Nate Brown.
He and his team at Listen
Ep. 15: The link between customer support and product management: Customer insights and career opportunities from 2021-05-07T15:59:20
In this episode of the State of Customer Service podcast, we take a look at the link between customer support and prod...
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Ep. 14: How a natural language processing (NLP) startup is helping companies to deliver a better CX [Micro Advice Podcast] from 2021-05-06T13:03:15
Sharad, the founder of SentiSum, recently appeared on the Micro Advice podcast, hosted by James Buscaglio.
In this episode, you'll learn:
• Why SentiSum was created and the p...
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Ep. 13: Sham Aziz, Head of Customer Service at Selfridges on the pandemic's affect on customer service from 2021-04-29T13:38:44
Subscribe here: www.sentisum.com/resources/state-of-customer-service-podcast
This week's guest on the podcast is Sham Aziz, the curre...
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Ep. 12: Adrian Swinscoe, Author of Punk CX and Customer Service Advisor from 2021-04-28T16:13:24
Subscribe here: www.sentisum.com/resources/state-of-customer-service-podcast
Adrian Swinscoe is a celebrated speaker, author (Read: Listen
Ep. 12: How to optimise your customer service with Adrian Swinscoe, Author of Punk CX and Customer Service Advisor from 2021-04-28T16:13:24
How to optimise your customer service
Adrian Swinscoe is a celebrated speaker, author (Read: Listen
Ep. 12: How to do customer journey mapping with Ed Deason, Head of Customer Service at Pret A Manger from 2021-03-31T19:24:36
Full guide and youtube video on the sentisum website
Hello SentiSum followers, readers and newcomers!
We teamed up with an industry expert ...
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BONUS: How to do customer journey mapping with Ed Deason, Head of Customer Service at Pret A Manger from 2021-03-31T17:24:36
Full guide and youtube video on the sentisum website
Hello SentiSum followers, readers and newcomers!
We teamed up with an industry expert to create a ...
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Ep. 11: Heidi El Hawary, Head of User Support at Trivago, on leveraging customer insight; challenging myths; and what's good and bad in the industry right now. from 2021-03-16T19:13:07
In this episode of the State of Customer Service Podcast, I caught up this week with Heidi El Hawary, Head of User Support at trivago, the global metasearch company in the travel, hotel, holiday...
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Ep. 10: Graham Johnston, Head of Omnichannel, Three, on building for omnichannel from 2020-11-27T10:26:43
This week we have an incredible business leader, Graham Johnston, the Head of Omnichannel at Three, the British telecoms and internet service provider with over 10 million customers.
Grah...
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Ep. 9: John Ernsberger, Founder, Stella, How the pandemic has changed the contact centre: workforce characteristics, communication, tech stack, and customer feedback from 2020-11-20T09:38:45
This week, Sharad and I had the pleasure of chatting to John Ernsberger, the co-founder of Stella Connect (an contact centre industry SaaS platform...
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Ep. 8: Ed Deason, UK Head of Customer Service, Pret a Manger, 500 stores to zero overnight, pivoting from high street to delivery, and customer experiences in the travel industry from 2020-11-13T09:48:07
This week, we have another incredible guest, Ed Deason, the Head of Customer Service at Pret a Manger, the international sandwich & coffee shop chain with 500 retail stores.
Ed mainly...
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Ep. 7. Annette Franz, Chair of the CXPA, how to do a customer journey map; common call centre mistakes; and why employee experience is so important. from 2020-11-06T10:37:44
Hello and welcome to the On Hold podcast, where we interview people with unique experiences and ask them to teach us how to create wonderful customer experiences.
This week’s guest is Ann...
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Ep. 6. Nicholas Zeisler, Applying process improvement to CX, CX and the US Military, the three E's for building a customer-centric culture from 2020-10-30T11:31:41
This week, we’ve got an awesome guest: Nicholas Zeisler, who is the founder of Zeisler Consulting, a CX development consultancy that brings the theories of process improvement t...
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Ep. 5: Megan Bowen, merging five customer experiences into one at GrubHub and creating an environment for success for employees and customers from 2020-10-23T11:53:41
This week's interview could not have been more interesting.
We caught up with Megan Bowen, the Chief Customer Officer at one the fastest growing marketing agencies in the US, Listen
Ep. 4: Alice Godfrey, common challenges in fast-growing companies, CS lessons from complex industries, and why customer support should not be undervalued from 2020-10-16T08:37:55
This week we interview Alice Godfrey, the founder of Bloomic.
Before founding Bloomic, Alice was Head of Support at the fast-gro...
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Ep. 3: Karolina Zielenow, MoonPay, Revolut, scaling customer support through hypergrowth and CS lessons from an innovative startup from 2020-10-09T11:07:32
Karolina joined Revolut in 2016 when they had just 20-30 employees and had just set up their first dedicated customer support office.
Fast forward 4 years, Revolut has +1,500 employees an...
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Ep. 2: Augie Ray, Gartner, the fundamentals of great CX, tying customer metrics to financial metrics, and doing CX leadership like Amazon from 2020-10-02T09:16:23
"Bad CX is about what companies want. Mediocre CX is about what companies do. Really great CX is about how the company works."
This is one of my favourite quotes...
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Ep. 1: Sean Mckee, Schuh, experimentations with video live chat, changing consumer behaviours and reflections on a 20 year career. from 2020-09-23T14:49:42
This week's guest has a unique and exciting point of view on the world.
Sean worked his way up the ranks, straight out of college, to leading the eCommerce and customer experience team at...
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