Podcasts about Customer support

Building Trust with AI in Customer Support  Shep interviews Kenji Hayward, Senior Director of Customer Support at Front. He talks about Front's The State of Service Expectations report and how customer expectations are evolving around AI, response times, loyalty, and what businesses can do to meet and exceed those expectations.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What are the top expectations customers have from brands? What role does AI play in enhancing customer interactions and support?  How many bad experiences does it take before a customer stops doing business with a company?  Why is it important for companies to use their products?  Is there a difference between how businesses and customers perceive good response times?  Top Takeaways:    Be a customer of your own business. One of the best ways to understand and improve a product is by using it yourself. When team members, including managers and leaders, act as customers, they feel what real customers experience, both the good and the bad.    The State of Service Expectations by Front found that it only takes three bad experiences before 59% of customers decide to leave and find a different company to do business with. This leaves almost half of the customers who leave after 2 or even 1 negative experience from your brand. This means every interaction counts.  The very first interaction can set the tone for their whole experience. Many companies are now using AI to handle their first contact, so it must be friendly, fast, and accurate.  Transparency is essential in building trust. Companies using AI or chatbots should always be upfront with customers. People appreciate being told whether they are chatting with a human or a digital assistant, and that when the technology isn't working, there is an easy way to reach a real person.  Many customers (39%) like it when companies remember their preferences or past purchases and use that information to offer better service. However, some customers (57%) also worry about how much personal data is shared with AI or other technology. Finding the right balance between personalization and privacy is important so customers can feel comfortable and safe with how their information is being used.  Customers want an amazing experience, even if it costs extra. The State of Service Expectations found that 60% of customers would be willing to pay more for faster response times. Our customer service and experience research echoes this, where 59% of customers say customer service is more important than price.   AI has gotten much better, faster, and cheaper in the last few years. It's easy to get caught up in the latest technology or the fanciest software. But no matter how advanced your tech is, it won't matter if you don't have the foundations of good customer service, like empathy, transparency, speed, and convenience.  Plus, Shep and Kenji discuss how much customers are willing to wait for email, chat, or phone responses before they start to lose patience with your brand. Tune in!  Quote:   "Bad experiences can turn the customer off and make you lose their loyalty. In this day and age, where customers have many options on brands they want to work with, the role of customer support teams has become really amplified."    About:    Kenji Hayward is the Senior Director of Customer Support at Front. He is a customer experience and AI innovator. You can follow his newsletter on customer support and technology, Top Tier Support.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

The Circle Back crew of Jacob Gramegna Jeff Nadu, Jason Cooper & Chris Dierkes dive deep into the latest and greatest news and drama from Gambling Twitter. From controversial takes to unexpected betting strategies, we're breaking down all the must-know moments from the week. In today's show, we discuss the controversy around the NBA draft lottery, bad/good customer service from a sportsbook and much more. Whether you're here for the insights or just the entertainment, don't miss this lively discussion on the hottest topics in the betting community on Circle Back, the latest show on The Hammer Betting Network, part of Circles Off and proudly presented by Underdog.

In the previous lesson, I asked you to take an initial look at your role, your resources, and your reach. Now, over the next three lessons, we're going to dive into those three areas in more detail, starting with your role and how it aligns with something much bigger: your organization's goals.Because if you want UX to be seen as more than a support function, you can't define your role in isolation. You need to connect it to the outcomes your leadership team is already striving for.Why You Shouldn't Ask for a Job DescriptionOne problem I often see is that UX practitioners implicitly wait for their manager to define their role. Maybe they don't directly ask "What should my role be?" but their behavior suggests they expect management to take the lead.The intention is good. The outcome usually isn't.Most managers don't have the time (or the context) to define your role in a meaningful way. They don't know your full skill set. They don't always understand UX deeply. And they're juggling a dozen other priorities. So what do you get in return?Either something vague and generic. Or a polite but firm, “Just keep doing what you're doing.”That's not leadership. That's maintenance.Instead of asking what your role should be, come to them with a proposal. Show that you've thought about where you can add the most value. Frame it in terms they care about. Make it easy for them to say yes.This isn't just a UX tip; it's a universal rule for working with leadership: never go to management with a problem unless you also bring a potential solution.The Secret Weapon: Your Organization's StrategyEvery organization has a strategy document floating around somewhere. It might be a PowerPoint from the senior leadership team, a CEO memo, or a PDF in your company wiki that nobody's opened since it was uploaded.Dig it out. Read it carefully.These documents are more than corporate fluff. They're your map to influence.Inside, you'll usually find the goals that matter most to leadership over the next 1 to 5 years. Things like:Reaching new customer segmentsIncreasing revenue per userImproving employee productivityStrengthening brand loyaltyReducing operational costsThese aren't just executive priorities. They're your starting points. Because when you tie UX to goals that are already considered urgent and important, people stop seeing your work as “nice to have.”Find the UX Angle in the Business GoalsTake each goal and ask yourself: How could UX contribute to this?You might be surprised how often the answer is “quite a lot.”For example:If the goal is to improve employee satisfaction, you might look at the internal tools staff use every day. Could they be more intuitive, faster, or less frustrating?If it's about growing market share among Gen Z, consider whether your digital products align with their expectations around speed, personalization, or visual language.If leadership wants to reduce support costs, you could examine the onboarding experience, help content, or navigation to reduce friction and prevent confusion.Now, not every goal will have a clear UX application. You don't need to force it. Your job here is to find the intersections—where user experience has a natural role to play in business success.Prioritize Where You Can Make the Most DifferenceOnce you've mapped out a few potential connections, it's time to focus.Ask two questions:How important is this goal to the business right now?How much influence do I realistically have over it?Goals that rank high on both fronts should be your top priorities. That's where you'll have the best chance of delivering visible results and earning trust.Also, consider the feasibility. Some goals might be technically within your remit but would require fighting through years of legacy systems or organizational red tape. Save those for later. Start where you can move quickly and show value.Write It Up as a One-Page Role VisionWith your priorities in place, draft a simple one-page proposal. This doesn't need to be formal or fancy. It just needs to show your thinking.Structure it like this:Your Understanding of Company Goals: A brief summary in your own words.Where UX Can Contribute: A few bullet points on how user experience can support each goal.Your Role: A description of how you propose to spend your time and focus your energy.Next Steps: What you'd like to do next, and any input or validation you're seeking from your manager.Here's a simplified example focusing on just one goal (you'll want to do this exercise for each relevant business objective):Company Goal: Increase first-year customer retention by 15%. UX Contribution: Redesign the onboarding experience, improve clarity of initial comms, run usability testing on account setup. My Role: Lead a cross-functional initiative to streamline onboarding and reduce user drop-off within the first 30 days. Next Step: Kick off initial discovery sessions with Customer Support and Product next week.This is just a basic example - your actual proposal should be more detailed and cover multiple goals. You can present this informally, over coffee, in a 1:1 meeting, or as a short follow-up email. The point is to shift the conversation from "What should I be doing?" to "Here's how I believe I can help. Does that align with your thinking?"Outie's AsideIf you're an agency owner or freelancer, you might be thinking, “Well, that's all fine for in-house roles, but what about me? I don't have a strategy doc to refer to.”True; but that doesn't mean you're off the hook.Instead of aligning to an internal strategy, your task is to identify the recurring goals and pain points your clients face and then position yourself as the answer.Start by asking:What business outcomes are my clients struggling with?Where does UX have the potential to make a measurable difference?What problems do they know they have... and what problems don't they see yet?You might notice patterns. Perhaps your clients struggle with onboarding new users, reducing bounce rates, or turning traffic into leads. Or maybe they're failing to stand out in a saturated market due to poor brand consistency or a clunky experience.Once you know what they care about, you can define your own role in relation to those needs. For example, instead of simply offering “UX design,” you could describe your service as:Helping SaaS founders reduce churn through better onboardingImproving donation flows for nonprofits to increase conversion ratesCreating design systems that cut dev time and speed up feature rolloutsThis isn't just about writing better sales copy. It's about clarifying your role so that potential clients see you as a partner in their success, not just a pair of hands to execute wireframes.You're not waiting to be told what to do. You're bringing insight, clarity, and structure, and that's something clients will pay a premium for.The Bonus: Educating While You AlignThis process does more than define your role. It helps educate your manager and colleagues about the value of UX, without lecturing them or asking them to read articles.It also gives them a sense of ownership. Because you've involved them in shaping your priorities, they're more likely to defend and champion them when needed.This kind of soft influence builds credibility fast. You're not just seen as “the designer” anymore. You become someone who helps the business solve problems.Coming Up: Getting Real About Your ResourcesSo far, we've looked at aligning your role with what the organization wants to achieve. Next time, we'll talk about what you can realistically achieve, given your current resources.Because defining your role is one thing. Delivering on it is another. And we need to make sure your ambitions are rooted in what's actually possible.In the meantime, see if you can track down your company's strategy doc. Read it through and highlight 3 to 5 goals that UX could directly support. If you find something interesting or surprising, hit reply and tell me about it. I'd love to hear.Talk soon,Paul

In this episode of "ThinkFuture," I sit down with Dimitri, the CEO and co-founder of Gradient Labs AI, to explore how they're revolutionizing customer support in regulated industries like financial services. Dimitri shares how their AI agents can handle up to 40% of customer queries without even touching sensitive data, aiming to outshine human agents in quality, especially for big operations. We dive into how Gradient Labs tackles AI pitfalls—like going off-topic or giving bad advice—with a multi-step safeguard system to keep things compliant and on point. Dimitri also opens up about the company's origin story, explaining how his banking and ops expertise, paired with modern AI, sparked the idea to start Gradient Labs. He reflects on his time at Monzo, where stellar customer service fueled success, and how AI can help big companies keep that personal touch at scale. Looking ahead, Dimitri envisions Gradient Labs expanding into tasks like fraud investigations, with the big dream of AI that truly learns and adapts—a challenge they're ready to tackle. YouTube fam, this one's for anyone curious about AI, customer service, and the future of regulated industries!---Connect with Dimitri https://www.linkedin.com/in/dimitrimasinThe media was brought to you by polyscope https://polyscopemedia.com

Valerio Chang from Gearset chats to Jack about the evolving landscape of customer support in SaaS companies. Valerio offers a behind-the-scenes look at how Gearset has built a world-class support team, leaning into the importance of truly understanding customer needs and using documentation to elevate user experiences.Valerio delves into the unique challenges of supporting customers in the Salesforce ecosystem, and how the nature of Salesforce DevOps conversations has matured over time. Valerio discusses Gearset's mission to act not just as a tool provider but as a trusted advisor, helping users navigate complexity through empathy, curiosity, and continuous improvement.Throughout the conversation, Valerio highlights the power of asking the right questions, the role of customer feedback in shaping product development, and the fulfilment that comes from solving meaningful problems. The episode wraps with a thoughtful reflection on the human side of support and the profound impact it can have on the people behind the tickets.About DevOps Diaries: Salesforce DevOps Advocate Jack McCurdy chats to members of the Salesforce community about their experience in the Salesforce ecosystem. Expect to hear and learn from inspirational stories of personal growth and business success, whilst discovering all the trials, tribulations, and joy that comes with delivering Salesforce for companies of all shapes and sizes. New episodes bi-weekly on YouTube as well as on your preferred podcast platform.Podcast produced and sponsored by Gearset. Learn more about Gearset: https://grst.co/4iCnas2Subscribe to Gearset's YouTube channel: https://grst.co/4cTAAxmLinkedIn: https://www.linkedin.com/company/gearsetX/Twitter: https://x.com/GearsetHQFacebook: https://www.facebook.com/gearsethqAbout Gearset: Gearset is the leading Salesforce DevOps platform, with powerful solutions for metadata and CPQ deployments, CI/CD, automated testing, sandbox seeding and backups. It helps Salesforce teams apply DevOps best practices to their development and release process, so they can rapidly and securely deliver higher-quality projects. Get full access to all of Gearset's features for free with a 30-day trial: https://grst.co/4iKysKW

At Google Cloud Next 2025, Google Cloud Vice President of Applied AI Duncan Lennox sits down with Bob Evans in part three of our series "Google Cloud and the AI Revolution." They discuss how Google Cloud is redefining enterprise applications through purpose-built AI agents, the shift from incremental to transformational innovation, and how businesses can harness agentic AI to deliver seamless, end-to-end customer experiences at scale.Google Cloud's Agentic RevolutionThe Big Themes:Beyond Infrastructure to Applied AI: Historically, Google Cloud was associated with infrastructure, data analytics, databases, and backend technologies. However, it's now undergoing a transformation, stepping boldly into the realm of applied AI. Rather than just competing with established players in enterprise applications (like ERP, HCM, or CRM), Google Cloud is innovating at a more foundational level by creating entirely new types of agents and applications.The Customer Engagement Suite, A CRM Rethink: Google Cloud's Customer Engagement Suite isn't just an upgrade to traditional contact center software — it's a full reimagining of how businesses engage with customers. Historically, customer service was seen as a cost center: something to be optimized for efficiency and minimized wherever possible. Google Cloud flips that on its head. With the Customer Engagement Suite, the focus shifts toward creating differentiated, high-quality customer experiences that build brand loyalty, satisfaction, and even new revenue streams.Best Adoption Practices: Lennox discusses several best practices for companies looking to succeed with applied AI. First, start somewhere tangible — don't try to "boil the ocean." Select a high-visibility area where AI can solve real problems and produce measurable results. Second, tie your efforts directly to business outcomes, such as customer experience improvements, revenue growth, or operational savings. Third, choose a strategic partner capable of evolving with you as the technology advances.The Big Quote: "Experimentation is great, of course, but what I see more and more as I talk to C-level executives is they now want to be able to deliver ROI, and you have to make some bets. You've got to choose some areas. For us in applied AI, Customer Engagement Suite has been a great one, because it's a problem that C-level execs can understand."Learn More:Check out details about Customer Engagement Suite, and follow Duncan Lennox on LinkedIn.

What if the way you measure customer support is setting your team up to fail? What if prioritizing speed is costing you real relationships? And what if the real customer experience (CX) advantage isn't more tech, but a culture where teams are actually happy to help? In this episode, Stacy Sherman and Priscilla Brooke share bold strategies to move beyond reactive service and redefine it as true customer success. You'll learn how to use employee well-being as a KPI, foster cross-functional collaboration, and implement AI in ways that enhance—not replace—your team's impact. If you're serious about creating loyalty—not just closing tickets—this conversation will change how you lead.  Learn more at   Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this    

saas.unbound is a podcast for and about founders who are working on scaling inspiring products that people love, brought to you by https://saas.group/, a serial acquirer of B2B SaaS companies. In episode #14 of season 5, Anna Nadeina talks with Anthony, Founder & CEO for DNSimple, a hosting and domain management automation solution. --------------Episode's Chapters---------------- 00:00 - Anthony's Journey into Domain Management 04:04 - Bootstrapping DNSimple 08:05 - Transition from Consulting to Product 14:06 - Customer Support and Team Dynamics 20:31 - Scaling and Team Growth 28:42 - AI in Business: A Measured Approach 32:47 - Setting Annual Objectives and Key Results 37:13 - Long-Term Vision and Exit Strategy 41:55 - Biggest Wins and Failures 43:50 - Secret Hacks for Motivation and Growth Anthony - https://www.linkedin.com/in/aeden/ DNSimple - https://dnsimple.com/ Subscribe to our channel to be the first to see the interviews that we publish twice a week - https://www.youtube.com/@saas-group Stay up to date: Twitter: https://twitter.com/SaaS_group LinkedIn: https://www.linkedin.com/company/14790796

In this episode of the Wise Decision Maker Show, Dr. Gleb Tsipursky speaks to Sterling Parker, EVP Global Support at Ivanti, about how Gen AI gave them time to think bigger in customer support.You can learn about Ivanti at https://www.ivanti.com/

Train your AI customer support properly, people... by Nick Espinosa, Chief Security Fanatic

At Jotform, we believe in practicing what we preach — and that means using our own tools every day. From forms and tables to apps, workflows, and e-signatures, we put our products to the test. Most recently, we've embraced our newest innovation: Jotform AI Agents, now powering a major boost in our customer service. In this episode of Momentum, we sit down with Taylor Grendel, Jotform's VP of Customer Experience, to explore what we've learned from using our own AI tools — and how it's shaping the future of support.

In this episode, our host Jim Ward and co-host Sarah Reed discuss the acquisition of BrainSell by Atlantic, Tomorrow's Office. Jason Weiss, Executive Vice President at Atlantic, joined the conversation and shared his journey from a career in law to Atlantic, emphasizing the importance of understanding client needs and leveraging technology. The group discussed how current and prospective customers will benefit from the announcement.Listen in to learn about:How the acquisition aims to integrate BrainSell's digital transformation and consulting services with Atlantic's MSP and print services. The strategic benefits, including maintaining the BrainSell legacy and enhancing client offerings. The future of data-driven strategies and the importance of holistic business growth.ADDITIONAL RESOURCES:Read more about the acquisition here!Connect with Jason here! Contact BrainSell to learn more about how we can help you grow and scale!

Unsupervised Learning is a podcast that interviews the sharpest minds in AI about what's real today, what will be real in the future and what it means for businesses and the world - helping builders, researchers and founders deconstruct and understand the biggest breakthroughs. Top guests: Noam Shazeer, Bob McGrew, Noam Brown, Dylan Patel, Percy Liang, David Luan https://www.latent.space/p/unsupervised-learning Timestamps 00:00 Introduction and Excitement for Collaboration 00:27 Reflecting on Surprises in AI Over the Past Year 01:44 Open Source Models and Their Adoption 06:01 The Rise of GPT Wrappers 06:55 AI Builders and Low-Code Platforms 09:35 Overhyped and Underhyped AI Trends 22:17 Product Market Fit in AI 28:23 Google's Current Momentum 28:33 Customer Support and AI 29:54 AI's Impact on Cost and Growth 31:05 Voice AI and Scheduling 32:59 Emerging AI Applications 34:12 Education and AI 36:34 Defensibility in AI Applications 40:10 Infrastructure and AI 47:08 Challenges and Future of AI 52:15 Quick Fire Round and Closing Remarks Chapters 00:00:00 Introduction and Collab Excitement 00:00:58 Open Source and Model Adoption 00:01:58 Enterprise Use of Open Source Models 00:02:57 The Competitive Edge of Closed Source Models 00:03:56 DeepSea and Open Source Model Releases 00:04:54 Market Narrative and DeepSea Impact 00:05:53 AI Engineering and GPT Wrappers 00:06:53 AI Builders and Low-Code Platforms 00:07:50 Innovating Beyond Existing Paradigms 00:08:50 Apple and AI Product Development 00:09:48 Overhyped and Underhyped AI Trends 00:10:46 Frameworks and Protocols in AI Development 00:11:45 Emerging Opportunities in AI 00:12:44 Stateful AI and Memory Innovation 00:13:44 Challenges with Memory in AI Agents 00:14:44 The Future of Model Training Companies 00:15:44 Specialized Use Cases for AI Models 00:16:44 Vertical Models vs General Purpose Models 00:17:42 General Purpose vs Domain-Specific Models 00:18:42 Reflections on Model Companies 00:19:39 Model Companies Entering Product Space 00:20:38 Competition in AI Model and Product Sectors 00:21:35 Coding Agents and Market Dynamics 00:22:35 Defensibility in AI Applications 00:23:35 Investing in Underappreciated AI Ventures 00:24:32 Analyzing Market Fit in AI 00:25:31 AI Applications with Product Market Fit 00:26:31 OpenAI's Impact on the Market 00:27:31 Google and OpenAI Competition 00:28:31 Exploring Google's Advancements 00:29:29 Customer Support and AI Applications 00:30:27 The Future of AI in Customer Support 00:31:26 Cost-Cutting vs Growth in AI 00:32:23 Voice AI and Real-World Applications 00:33:23 Scaling AI Applications for Demand 00:34:22 Summarization and Conversational AI 00:35:20 Future AI Use Cases and Market Fit 00:36:20 AI Education and Model Capabilities 00:37:17 Reforming Education with AI 00:38:15 Defensibility in AI Apps 00:39:13 Network Effects and AI 00:40:12 AI Brand and Market Positioning 00:41:11 AI Application Defensibility 00:42:09 LLM OS and AI Infrastructure 00:43:06 Security and AI Application 00:44:06 OpenAI's Role in AI Infrastructure 00:45:02 The Balance of AI Applications and Infrastructure 00:46:02 Capital Efficiency in AI Infrastructure 00:47:01 Challenges in AI DevOps and Infrastructure 00:47:59 AI SRE and Monitoring 00:48:59 Scaling AI and Hardware Challenges 00:49:58 Reliability and Compute in AI 00:50:57 Nvidia's Dominance and AI Hardware 00:51:57 Emerging Competition in AI Silicon 00:52:54 Agent Authentication Challenges 00:53:53 Dream Podcast Guests 00:54:51 Favorite News Sources and Startups 00:55:50 The Value of In-Person Conversations 00:56:50 Private vs Public AI Discourse 00:57:48 Latent Space and Podcasting 00:58:46 Conclusion and Final Thoughts

Step into the future of boating with this special edition of Yachting Unplugged, filmed on location at the Palm Beach International Boat Show 2025! Kim Sweers, aka The Boat Boss, and Rick Thomas of Yachting USA sit down with Cameron Taylor Helsing of Sea Keepers and Joe Brenna, VP of Customer Support at Intrepid Powerboats, to explore the groundbreaking impact of Sea Keeper Gyro Stabilizers. Learn how this revolutionary marine technology is transforming the boating experience—from reducing fatigue and enhancing safety to offering a smoother, more enjoyable ride on the water. Dive into the longstanding collaboration between Sea Keepers and Intrepid, and see why this partnership is setting a new standard in marine innovation.

Learn valuable lessons from James of Cape Fear Laundromat in Wilmington, NC.  Find out how he tripled his wash and fold business in just three months of using the Curbside Laundries business solution.  He shares how he easily closed commercial accounts, shares his secret sauce to building his business, how he earned hundreds of reviews, attracted commercial accounts, why he chose the Curbside Laundries software, and he offers strategic advice for new laundry owners!0:00  Doubling Wash and Fold Revenue0:30  Getting into the laundry business1:11 Earning Commercial Clients1:50 Secret Sauce2:18 Laundry Education3:30 Commercial Accounts4:21 Google Reviews5:04 Picking up the Laundry6:30 Laundromat Websites7:17 Closing Commercial Accounts8:00 Residential vs Commercial Laundry11:30 Wash and Fold Presentation12:00 Choosing a Laundry POS System13:00 Laundry Game Plan13:41 Customer Support 14:42 New User Experience15:00 Strategic AdviceCape Fear Laundromat in Wilmington North Carolina.Click here to see a demonstration of the Curbside Wash and Fold & Pickup and Delivery solution Follow Curbside Laundries on TwitterJoin the Laundromat Community on X

Sarah McConnell, VP, Demand Generation at Qualified, delves into the topic of investing first in AI-driven sales or customer support. In this episode, Sarah shares her perspectives on discussing the benefits of AI-driven sales and customer support, implementing AI for personalized customer interactions, and leveraging AI to streamline lead qualification and nurturing. Show NotesConnect With: Sarah McConnell: Website // LinkedInThe MarTech Podcast: Email // LinkedIn // TwitterBenjamin Shapiro: Website // LinkedIn // TwitterSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Sarah McConnell, VP, Demand Generation at Qualified, delves into the topic of investing first in AI-driven sales or customer support. In this episode, Sarah shares her perspectives on discussing the benefits of AI-driven sales and customer support, implementing AI for personalized customer interactions, and leveraging AI to streamline lead qualification and nurturing. Show NotesConnect With: Sarah McConnell: Website // LinkedInThe MarTech Podcast: Email // LinkedIn // TwitterBenjamin Shapiro: Website // LinkedIn // TwitterSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

This week Seth and Trent are falling down a petty hole filled with therapist prescribed s'mores. Rate Us ⭐⭐⭐⭐⭐ on Apple Podcasts! Connect With The Show:  Follow Us On Instagram  Follow Us On Twitter  Follow Us On TikTok  Visit Us On The Web    

Reskilling is high on the agenda for many organisations, but how do you do it reliably—and at scale? In this episode, Molly Howes returns to share the incredible progress of the Aviva Foundry, an ambitious initiative to upskill employees from Customer Support roles into Digital careers, alongside Alex Price, who was a successful participant in the program. They discuss what’s changed since their last appearance, the processes that have made large-scale reskilling successful, and how they’ve ensured employees aren’t just exposed to learning but are truly ready for new roles. They also dive into the challenges of expanding the program internationally, launching new initiatives like the Data Upskilling Bootcamp, and securing buy-in from stakeholders. Packed with insights and real-world lessons, this episode is essential for L&D professionals looking to move beyond training and deliver reskilling programs that change lives and drive business success. Take your L&D to the next level Take advantage of thousands of hours of analysis. Hundreds of conversations with industry innovators and 25+ years of hands-on global L&D leadership. It's all distilled into one framework to help you level up L&D. Access the L&D Maturity Model here - https://360learning.com/maturity-model KEY TAKEAWAYS The Aviva Foundry trains people for emerging roles and reskills those whose roles are no longer needed. The Foundry is available to anyone who wants to retrain. The key is really understanding the skills stakeholders need and focusing on the way your organisation works. Learners are supported by people who do the role they are training for and apply what they learn in practical ways. Colleagues that reskill bring something fresh to their new roles. The Foundry approach is now in Canada and works there too. Take the leap and set up your own Foundry. BEST MOMENTS “If those roles are no longer there for them, they get the opportunity to re-skill.” “This isn't us hand-picking people … this is people saying I want to learn.” “You have to build that trust.” “We knew that if we started making that progress, we'd learn.” Molly Howes Molly is Foundry and GenAI Capability Lead at Aviva having joined the company in 2015 and transitioned into roles including Team Leader and Digital Product Owner. The Aviva Foundry being a learning community, developing the knowledge and skills Aviva need to succeed in an increasingly digitised world. Alex Price Alex is Group Brand Expression & Design Manager at Aviva having successfully transitioned from a Broker Development Associate via the Aviva Foundry program. VALUABLE RESOURCES The Learning And Development Podcast - https://podcasts.apple.com/gb/podcast/the-learning-development-podcast/id1466927523 L&D Master Class Series: https://360learning.com/blog/l-and-d-masterclass-home ABOUT THE HOST David has been a People Development professional for more than 20 years, most notably as Director of Talent, Learning & OD for The Walt Disney Company across Europe, the Middle East & Africa. As well as being the Chief Learning Officer at 360Learning, David is a prominent writer and speaker on topics around modern and digital L&D. CONTACT METHOD Twitter:  https://twitter.com/davidinlearning LinkedIn: https://www.linkedin.com/in/davidjameslinkedin L&D Collective: https://360learning.com/the-l-and-d-collective Blog: https://360learning.com/blog L&D Master Class Series: https://360learning.com/blog/l-and-d-masterclass-home

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The future of customer support is here—AI-powered, intelligent, and proactive. On this episode of TECHtonic, Thomas Lah chats with Krishna Raj Raja, CEO of SupportLogic, about how AI is reshaping support organizations. Krishna shares his story about founding SupportLogic, highlighting the power of AI-driven workflows, ambient intelligence, and predictive analytics in improving customer interactions. They discuss AI's evolution from rule-based systems to decision intelligence, the role of sentiment analysis in preventing escalations, and the future of AI in enterprise workflows. If you're curious about the real-world impact of AI on customer support and how companies can leverage it for efficiency and growth, this is a conversation you need to hear!

If there's something we all love, it's to root for david beating goliath.And right now, there's a small team doing just that. Pylon, led by Marty Kausas, is going head to head with Zendesk.Naturally, we asked Marty to share their playbook.(00:00) - Introduction (01:17) - The Motivation Behind Building Pylon (01:52) - The Journey to Becoming A-List (02:19) - Board Games and Strategic Thinking (04:16) - Targeting a Massive Market (09:46) - Building the First Product (11:42) - Competing with Giants (18:59) - Product Development and Marketing Strategies (26:35) - Embracing a Heavy Debate Culture (29:24) - Leveraging LinkedIn for Business Growth (38:22) - Scaling Sales and Hiring Strategies (42:31) - Navigating AI in Customer Support (47:59) - Reflecting on Business Learnings and Future Plans Never miss a new episode, join our newsletter on revenueformula.substack.com

Every company claims to be “customer-obsessed”. Most are obsessed with their own internal metrics, not their customers. Kevan Yalowitz, Senior Managing Director at Accenture, explains why true customer obsession is rare, why AI won't magically fix bad CX, and how scaling businesses slowly lose touch with the people they serve.We're talking AI growing pains, internal silos, and the corporate illusion of putting customers first. Spoiler: If your “customer obsession” doesn't actually involve listening to customers, you're doing it wrong. Key Moments: 00:00 Who is Kevan Yalowitz, Software & Platforms Industry Lead for Accenture?02:21 Why You Should Care About Consumer Behavior Data04:55 Bias and Misinformation in AI06:46 Is AI More Creative Than Humans?08:17 AI in Customer Support and Experience12:30 Proactive AI Solutions and Customer Retention17:12 Connect Product and Support Teams with AI23:56 The Influence of AI on Purchasing Decisions24:23 The Importance of Aligned OKRs26:18 Customer Obsession in Large Organizations Vs. Start-Ups32:21 Implementing Agentic AI in Workflows35:45 Top-Down vs. Bottom-Up Approaches46:32 Key Advice for CX Leaders in the Age of Agentic AI  –Are your teams facing growing demands? Join CX leaders transforming their strategies with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org

GlobalLogic, a Hitachi Group company, has announced VelocityAI, a comprehensive suite of AI-powered service offerings designed to take organisations from ideas to impact and beyond, unlocking tangible business value. VelocityAI helps enterprises accelerate product development, improve operations, and enhance customer experiences by integrating AI, digital, and human expertise. Despite AI's promise, most organisations struggle to deploy and scale it effectively. A 2024 BCG report shows that only 26% of companies using AI can go beyond pilot projects to deliver real business value. VelocityAI addresses this gap with a flexible, scalable, and secure approach tailored to each company's needs. VelocityAI is structured around a comprehensive suite of AI-powered service offerings: AI-powered SDLC (IPSecure, End to End, Flexible): This offering helps development teams and enterprises securely integrate AI across the software lifecycle - from requirements through design, development & testing to deployment - boosting productivity and maintaining IP protection. Leveraging cutting-edge GenAI tools and GlobalLogic's expert developers, this service offering provides a flexible approach to enhance productivity and quality, through a continuum of human and AI-powered services that optimise development to build and scale AI-powered products. VelocityAI safeguards intellectual property by seamlessly integrating with data environments, architecture, and standards providing cost-efficient, IP-secured capabilities tailored to an organization's technical, financial, and regulatory needs. Intelligence Engineering (Reliable, Responsible, Reusable): Leverages AI to monetise data across products, services, and operations. By harnessing the intersecting power of Digital, AI, and human-centred design, businesses can develop AI-powered products and experiences tailored to their customers while optimising processes for greater efficiency and agility. To help businesses deploy enterprise-grade AI and GenAI, GlobalLogic designed a Platform-of-Platforms architecture to address the critical challenges every business must overcome including data privacy and security requirements, preventing intellectual property (IP) leakage, and managing legal risks. The Platform-of-Platforms architecture also integrates best-of-breed models, algorithms, and solutions in the cloud or on-premises. By keeping responsibility, reliability, and reusability at the core, businesses can ensure that AI-driven decisions are accurate, secure, and scalable. Intelligence is embedded into every feature, with built-in safeguards against drift and security risks. Reusable components and scalable architectures further enhance efficiency, enabling businesses to confidently drive innovation. "VelocityAI isn't just about augmenting software development with AI; it's about enabling any company to become an Intelligent Enterprise, delivering faster innovation and transformative business outcomes across all areas of operations (Sales & Marketing, Legal, HR, Customer Support…)," said Sumit Sood, COO and Head of Engineering, GlobalLogic. "We help our clients accelerate their journey to enterprise-grade AI, at any point along the services continuum from fully human-powered to AI-powered. VelocityAI empowers teams across the entire organization to unlock the true potential of AI for their business, to optimise development, build and scale, achieve strategic advantages, and propel forward faster ." GlobalLogic's 1,500 AI experts and 8,500 data engineers, leverage experience from 500+ successful product engineering engagements and 20+ solution accelerators to harness data and models that drive impactful business outcomes, infusing intelligence into products, and services, and achieve operational excellence. Unlike fragmented AI solutions, GlobalLogic VelocityAI provides an end-to-end framework that balances flexibility, security, and compliance, ensuring organisations can move beyond proof of concepts...

In this episode of AI Basics, Jason sits down with Jia Li from LiveX AI to explore how human-like AI agents are changing the game for businesses. Instead of clunky bots, these AI agents engage customers in real-time, helping with onboarding, support, and even stopping them from leaving before they churn. We'll break down how they work, why they feel more natural than traditional chatbots, and how companies can train them to eliminate costly mistakes. Plus, we'll talk about whether AI-powered support might actually be better than human agents.*Timestamps:(0:00) Introduction to startup and AI basics(1:00) Collaboration with Google and insights from industry experts(1:44) Introduction of Jia Li and LiveX AI's innovative customer retention(4:32) LiveX AI's AI agent demonstration and training methodologies(9:38) Personalizing user experience with LiveX AI*Uncover more valuable insights from AI leaders in Google Cloud's 'Future of AI: Perspectives for Startups' report. Discover what 23 AI industry leaders think about the future of AI—and how it impacts your business. Read their perspectives here: https://goo.gle/futureofai*Check out all of the Startup Basics episodes here: https://thisweekinstartups.com/basicsCheck out Google Cloud: https://cloud.google.com/Check out LiveX AI: https://www.livex.ai/*Follow Jia Li:LinkedIn: https://www.linkedin.com/in/lijiali/X: https://x.com/lijiali_vision*Follow Jason:X: https://twitter.com/JasonLinkedIn: https://www.linkedin.com/in/jasoncalacanis*Follow TWiST:Twitter: https://twitter.com/TWiStartupsYouTube: https://www.youtube.com/thisweekinInstagram: https://www.instagram.com/thisweekinstartupsTikTok: https://www.tiktok.com/@thisweekinstartupsSubstack: https://twistartups.substack.com

Send us a textWelcome back to another episode of the Laundromat Resource Podcast! This time, we're diving deep into the world of laundromat ownership with Jeff Grampp, who brings a systematic and strategic approach to running his business. Join our host, Jordan Berry, as he sits down with Jeff to explore his journey from financial services to owning a laundromat in Southern California. Jeff shares insightful tips on securing the right deal, lessons learned in operations, and his unique knack for utilizing data to enhance business decisions. Whether you're a seasoned owner or looking to get your start in the industry, Jeff's story is packed with valuable lessons and actionable advice. Tune in and discover how patience, thoughtful planning, and a focus on customer and employee experience can set you up for success in the laundromat business!In this episode, Jordan and Jeff discuss: 00:00 Jeff Grampp: Finance and Real Estate Journey06:10 Overcoming Hesitation with Coaching15:12 Prioritizing Qualified Buyers16:35 Creative Path to Buying a Laundromat25:15 Avoiding Business Overreach Mistakes31:35 Waiting for Lease Terms34:41 Navigating Real Estate Purchase Challenges41:18 Craigslist Job Survey Screening47:20 Flexible Store Cleaning Schedule50:07 Estate Administration Challenges55:57 "Learning and Adapting to Automation"59:54 Quick Laundromat Improvements Boost Business01:06:47 "Laundry Match Promotions: Costly Mistake"01:10:00 Customer Support and Training Commitment01:16:27 Pre-Purchase Worry and Reassurance01:23:16 "Strategizing My Business Expansion"01:26:08 Laundromat Industry Competition Insights01:34:44 Planning and Funding for Business Upgrades01:38:05 Seller Finance: A Negotiation Red FlagShow Noteshttps://laundromatresource.com/show186ResourcesWebsite: https://www.superwashdrylahabra.com/Connect With UsYouTubeInstagramFacebookLinkedInTwitterTikTok

In this episode, Jim Ward sits back down with BrainSell's data expert Tony Berry to discuss the practical application of AI based on the main pillars of AI Readiness. The pair discuss what these five pillars entail, as well as highlight tips and best practices to approaching AI the right way and guaranteeing success.Topics covered during the episode include:The importance of having a clear business strategy and aligning AI initiatives to specific goals and objectives.The need for a well-organized data estate, data cleanliness, and the role of tools like Microsoft Fabric.Insights on the evolution of AI agents, from simple question-answering to decision-making and automation.The potential impact of AI on job markets and the need for employees to adapt to new roles.Future trends in AI, such as the concept of an "AI workforce" where agents communicate and take actions on behalf of humans.ADDITIONAL RESOURCESConnect with Tony here!Take our AI Readiness Assessment online to see where you stand!Connect with BrainSell to get a thorough analysis of your business.

In today's fast-paced digital landscape, how can businesses seamlessly integrate their marketing, sales, and customer support efforts to provide a unified experience? With the right tools and strategies, companies can take full control of their tech stack, creating a consistent and compelling customer journey from start to finish. Join us as we dive deep into […] The post S15 EPISODE 03: Mastering Your Marketing, Sales, and Customer Support Tech Stack with Revenue Operations with Christian Geissendoerfer first appeared on Basic Bananas.

AI is rapidly expanding what we can get done in a day. So, can entrepreneurs leveraging AI start companies of one? In this episode of Generative Now, host Michael Magnano, partner at Lightspeed, sits down with Josh Mohrer, the founder and CEO of Wave, a revolutionary AI app that records, transcribes, and summarizes meetings and conversations. Josh talks about his entrepreneurial journey, transitioning from running Uber's New York operations to building a successful solo venture. He shares how he leveraged AI technologies like GPT-3 to learn to code and develop Wave, the challenges and advantages of being a solo founder, and his hands-on approach to customer support. Episode Chapters:(00:00) Introduction(00:31) Josh's Journey with Uber(09:29) Transition to Building Wave with AI(24:41) Embracing the Solo Entrepreneurial Journey(25:26) Balancing Expectations and Investor Influence(26:20) The Role of AI in Engineering and Development(27:17) Improving App Performance and User Experience(29:03) The Future of Solo Ventures and AI-Driven Companies(31:54) AI's Impact on Coding and Development Practices(35:53) Leveraging AI for Customer Support and Internal Tools(38:59) How Josh Leverages AI ToolsStay in touch:www.lsvp.comX: https://twitter.com/lightspeedvpLinkedIn: https://www.linkedin.com/company/lightspeed-venture-partners/Instagram: https://www.instagram.com/lightspeedventurepartners/Subscribe on your favorite podcast app: generativenow.coEmail: generativenow@lsvp.comThe content here does not constitute tax, legal, business or investment advice or an offer to provide such advice, should not be construed as advocating the purchase or sale of any security or investment or a recommendation of any company, and is not an offer, or solicitation of an offer, for the purchase or sale of any security or investment product. For more details please see lsvp.com/legal.

Can AI actually improve customer experience while reducing costs? SAP Concur's results say yes. This week on The Modern Customer Podcast, Michelle Lewis Miller, VP of Strategy & Transformation at SAP Concur, shares how her team leveraged AI-powered search and automation to scale support, enhance self-service, and deliver measurable business impact. The results speak for themselves: ✅ 90% fewer searches per session—faster resolutions with less effort. ✅ 30% drop in case submissions—reducing strain on support teams. ✅ 9% year-over-year decrease in case volumes—proving AI's role in driving efficiency. Michelle breaks down how SAP Concur balances automation with human connection, ensuring AI enhances, rather than replaces, the customer experience. If you want to see how AI can drive real results in CX, this episode is packed with insights you won't want to miss. Tune in now! Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. 

Malte Kosub is the cofounder and CEO of Parloa, an AI agent platform for customer service. They raised their $66M Series B led by Altimeter.Malte's favorite book: The Qualified Sales Leader (Author: John McMahon)(00:01) Introduction(00:26) Overview of AI in Customer Support(01:33) The Current Landscape of AI Agents(02:46) Enterprise Adoption of AI Agents(04:16) The Founding Story of Parloa(06:25) Deciding What Goes into V1 of a Product(07:56) Achieving 99.9999% Accuracy in AI Agents(09:29) How to Identify Customer Needs for AI Products(10:55) Scaling from Early Customers to the Next 10(12:41) Growth Experiments: What Worked and What Didn't(14:42) Current State of Parloa: Capabilities and Scale(16:36) Structuring Teams for AI-First Companies(18:49) Technology Stack and Internal AI Use Cases(21:29) How to Pitch an AI Product to Enterprises(23:32) Essential Tools Used Inside the Company(25:41) AI's Role in Daily Life and Workflows(27:54) The Future of AI Agents in Customer Support(28:37) Can AI Agents Fully Replace Human Agents?(29:05) Exciting AI Advancements Impacting Parloa(30:06) Rapid Fire Round--------Where to find Malte Kosub: LinkedIn: https://www.linkedin.com/in/maltekosub/--------Where to find Prateek Joshi: Newsletter: https://prateekjoshi.substack.com Website: https://prateekj.com LinkedIn: https://www.linkedin.com/in/prateek-joshi-infiniteX: https://x.com/prateekvjoshi 

Send us a textSummary: How do you strike the perfect balance between automation and human connection in customer service? In this episode of the Customer Success Playbook, hosts Roman Trebon and Kevin Metzger sit down with David Singer, Global VP at Verve, to explore the critical role emotional intelligence (EQ) plays in customer interactions. Dave shares compelling stories and practical insights on when automation should step aside to let human empathy shine. From AI-driven escalation detection to real-world examples of EQ saving the customer experience, this conversation is packed with actionable takeaways for business leaders.Detailed Analysis: Customer service is evolving fast, but one thing remains constant: customers want to feel heard. David Singer dives deep into the interplay between automation and human interaction, highlighting that while self-service tools are invaluable, there are moments when a real human connection is irreplaceable. He walks us through the nuances of identifying these moments—whether through journey mapping, intuition, or advanced AI tools that detect emotional shifts in real time.Dave illustrates his points with vivid anecdotes: a well-timed call from an online car retailer, an empathetic insurance agent cementing lifelong customer loyalty, and AI tools that recognize when an agent is emotionally drained. His key message? Emotional intelligence isn't just about customer experience—it's also about empowering employees to perform at their best.For businesses looking to optimize their CX strategy, this episode offers a fresh perspective on harmonizing automation with authentic human engagement. Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Devin Johnson has overcome early hardships through entrepreneurship, starting with sneaker flipping at 16. Self-educated in digital marketing, he founded Kennected, now serving thousands and is on the break of his newest product - SalesAi. Guided by spirituality, he emphasizes impact and growth in mindset coaching, motivation, and SaaS innovations.   Listen to this informative Sharkpreneur episode with Devin Johnson about how AI is revolutionizing sales and customer support. Here are some of the beneficial topics covered on this week's show: - Why businesses often struggle with lead conversion and how AI automation is crucial for revenue growth. - How AI can help reactivate cold prospects. - How AI-powered solutions prevent losing leads to slow response times. - How SalesAi is fully conversational and adapts based on customer FAQs, scripts, and data inputs. - Why SalesAi reduces the need for high-turnover support roles.   Connect with Devin: Guest Contact Info X Instagram Facebook LinkedIn   Links Mentioned: SalesAi   Learn more about your ad choices. Visit megaphone.fm/adchoices

Anthropic has successfully implemented AI-first strategies to manage customer support more efficiently, allowing human reps to refocus their efforts on higher value work, all while enhancing service quality. On today's episode we're joined by Emily Lampert, Head of Product Support at Anthropic, to unpack the real-world impact of AI-first support. They discuss why Anthropic—one of the world's leading AI labs—chose to partner with Intercom, how they balance AI automation with human expertise, and what the future holds for AI-powered customer service.Watch this episode: https://register.events.intercom.com/ed38b9a7-0080-44a1-8e71-724ac9914b65/?referrer_page=224f8efc-761b-4a74-baf7-e0fccdb666bb

What if your customer support wasn't just about fixing problems—but actually informed your approach to content strategy?In this episode, Austin geeks out over Baldur's Gate 3 (because what other video game has 7,000 different possible endings?

Management, Culture, Society, Business - Buzzsprout

Episode 248FACULTY: Jason Ackerman, CPA aka J-Rabbit aka the Accounting High Lunch LadyCLASS: #ShoperationsIn this episode, Jason Ackerman, CPA, co-founder of WealthRabbit, discusses the importance of accountants providing advisory services and setting up retirement plans for clients. Ackerman explains the challenges and opportunities in offering simple IRAs, SEPs, and other retirement plans, and emphasizes the need for accountants to evolve from mere compliance work to value-driven services. The conversation delves into the development of WealthRabbit, the integration with payroll systems, and the importance of customer service in both accounting and software businesses.

Episode Notes/Resources: In this episode of Salesforce Simplified we're talking with Ad Victoriam Solutions' “AI Guy,” Drew Becker, about Salesforce Agentforce. This customer service tool empowers agents with AI-driven insights, automation, and a unified interface to streamline workflows, enhance productivity, and deliver exceptional customer experiences across channels. Resources: Introducing Salesforce Agentforce: A Revolutionary Tool for Customer Support: https://tinyurl.com/yhkz7ukh Agentforce Elevates Customer Support with AI-Agents and Human Intelligence: https://tinyurl.com/5y9j2wan Leveling Up Customer Support: Is Salesforce Service Cloud the Missing Piece? https://tinyurl.com/2p9u6fnr

"Customers today really want that speed of answer. They are impressed when people who get back to them quickly and answer their questions." Video can transform your customer service in ways you might not have imagined. It seems like today speed and personalization are key. I have found that using video for customer support can set you apart from the competition. Read my blog for more from this episode on how video makes it easier to connect with your customers on a personal level.  Notable Moments 00:37 Addressing Customer Support with Videos 04:57 Effective Communication Through Video 07:14 Using Video for Internal Communication 10:12 Planning for Clear Communication Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Guidance Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.  

FOLLOW US:LinkedIn: https://www.linkedin.com/company/inside-commerce/ ABOUT THIS EPISODE:James Gurd and Hamish McKay discuss the critical need for order editing in ecommerce, exploring the challenges faced by customer service teams and the impact of order editing on returns and customer experience. Hamish shares his journey as a startup founder, the growth of his company, and the technical solutions developed to address common issues in order management. The discussion also touches on the potential for upselling through order editing and the importance of addressing fraud concerns in the ecommerce space.The podcast also discusses the intricacies of order editing, focusing on fraud prevention, rapid response to merchant needs, and the latest features including multi-currency support. It emphasises the importance of shipping recalculation, switching payment methods, and handling support tickets effectively. The discussion concludes with an explanation of how merchants can get started with order editing, and the potential for future expansion beyond the Shopify ecosystem.Key takeaways: Order editing is essential for improving customer experience. Many ecommerce teams struggle with order changes post-purchase. Customer service agents often spend significant time on order edits. Reducing return volume can have a positive environmental impact. Upselling opportunities arise from allowing order edits. Technical solutions can delay order processing to accommodate changes. Fraud prevention is a key consideration in order editing; dynamic fraud checks can be implemented during the editing process. Shipping recalculation can be complex but is essential for customer satisfaction. Switching payment methods is a common reason for order cancellations. Support tickets can hold orders until resolved, improving customer service.

This week on The Modern Customer Podcast, Kimberly Wyman, VP of Customer Support at T-Mobile for Business, shares how operations and customer experience work hand in hand to create a customer-centric culture at scale. With nearly 20 years at T-Mobile—she's seen firsthand how empowered employees and streamlined operations drive exceptional customer service. The conversation explores the balance between CX investments and business impact, the role of AI in enhancing human interactions, and how T-Mobile empowers employees at all levels to take ownership of the customer experience. Listen now for insights on building a scalable, customer-centric culture through smart operations and innovation. Top 5 Takeaways from the Episode

We spoke with Constantina Samara, Head of Customer Support at Synthesia, about how AI is reshaping customer service. She tells Declan Ivory, Intercom's VP of Customer Support, how her background in psychology informs her approach to AI-driven customer service, the biggest opportunities and challenges she's encountered, and how Synthesia is leveraging AI to enhance both support efficiency and the customer experience.Watch this episode on YouTube: https://youtu.be/-dQX9ov5UeE?si=PZjeFoNEhG0p7k34

We spoke with Natalie Hurst, Director of Customer Success at Nuuly, about her experience adopting AI in customer service. She tells Intercom's Senior Director of Human Support, Bobby Stapleton, about the immense impact it's had for both Nuuly's support team and customers, implementation challenges she encountered – and overcame – and her vision for the future of AI-first customer service.Watch this episode on YouTube: https://youtu.be/7jcu9JEVG5s?si=CH0OrL3cM6_Z8r24

  This week on The Modern Customer Podcast, Kristi Faltorusso, Chief Customer Officer at ClientSuccess, joins me to discuss how she's transforming customer success through personalization, relationships, and AI. With over a decade of experience, Kristi has helped SaaS companies build impactful customer success programs that drive results. Kristi shares how to design personalized customer journeys, leverage AI tools like ChatGPT to enhance workflows, and foster genuine connections that build trust and loyalty. She also dives into how leaders can create authentic content to connect with their audience and adapt to the challenges of a changing SaaS landscape. From balancing authenticity and professionalism to rethinking workflows for AI integration, this episode is packed with actionable insights.

In this episode, Todd shares his unique career journey from sales in the funeral industry to leading a company specializing in cleaning and testing equipment for the electronics industry. They discuss the importance of customer service, continuous technology advancements, and Todd's strategic decisions during COVID-19 that have positioned the company for growth. The episode also covers the recent acquisition of a competitor, the challenges of merging companies, and Todd's advice for aspiring leaders. Episode Highlights: 04:20 Lessons from the Funeral Industry 05:28 The Importance of Customer Service 07:28 Challenges and Strategies in Leadership 26:14 Acquisition and Future Plans Todd is the President & CEO of Austin American Technology Corporation since 2016. Austin American Technology is a 38-year-old company specializing in cleaning and testing equipment development and manufacturing. Austin American Technology is headquartered in Burnet, Texas.Todd has co-authored papers and articles in the areas of cleaning and microelectronic assembly processes. Todd has a BS in Business Administration from the College of Central Florida. Todd is a member of IPC, SMTA, and the Central Texas Electronics Association. Previous to joining at Austin American Technology, Todd worked in sales and distribution management. Connect with Todd: LinkedIn www.linkedin.com/in/todd-rountree, Company LinkedIn: www.linkedin.com/company/austinamericantechnology Company Website: www.aat-corp.com For more insights: Book a call: https://bit.ly/4cToGDs Follow me on my YouTube Channel: https://bit.ly/47GgMdn Sign up for my Weekly Newsletter: https://bit.ly/3T09kVcSee omnystudio.com/listener for privacy information.

Customer support is more than just a department — it's a core feature of any great product. In this episode of The REWORK Podcast, Kimberly Rhodes chats with Chase Clemons, Head of Customer Support at 37signals, about the company's view of support as a product feature. They discuss 37signals' approach to helping customers, the value of ongoing training, and how AI can fit into support strategy without sacrificing the personal connection.Key Takeaways:00:37 – Chase Clemons, Head of Support at 37signals02:12 – Customer Support is a feature, not a cost center.04:09 – Support should focus on the customer experience06:36 – Using case studies to train your support team07:49 – Team members are trusted to use good judgment09:58 – Maintaining a friendly, conversational tone with customers11:27 – Measuring success in Customer Support14:12 – AI vs. the human element in Support17:25 – Encourage customers to reach outLinks and Resources:Books by 37signals30-day free trial of HEYSign up for a 30-day free trial at Basecamp.comHEY World | HEYThe REWORK podcastThe Rework Podcast on YouTubeThe 37signals Dev Blog37signals on YouTube@37signals on X

Today on No Priors, co-founder and CEO of Decagon, Jesse Zhang, joins Elad to discuss the future of agentic customer support. Decagon provides AI-powered customer interactions for companies like Rippling, Notion, Duolingo, Classpass, Substack, Vanta, Eventbrite, and more. Jesse shares the thesis behind starting Decagon, why he sees customer support as the ideal entry point for agentic technology, and what areas of AI excite him most. They also discuss voice-based interfaces, issues with latency in current capabilities, and the connection between young math olympiad communities and today's AI startups. Sign up for new podcasts every week. Email feedback to show@no-priors.com Follow us on Twitter: @NoPriorsPod | @Saranormous | @EladGil | @TheJesseZhang Show Notes:  0:00 Introduction  0:30 Starting Decagon  3:15 Business impact of adopting agents for customer support and customer ops 8:00 AI infrastructure and models for customer success agents 12:05 Voice-based capabilities and text-to-speech engines  15:00 Combatting latency  16:25 Crossover of math and AI communities 21:12 Exciting areas of AI  25:29 Strengths and weaknesses of agents

This week we're sharing a conversation with Angelo Livanos, who leads support at Lightspeed Commerce, who joined us at Pioneer, our AI customer service summit. Lightspeed's one-stop commerce platform allows merchants to provide the best experiences across every channel. Having spent most of his career supporting, building, and guiding teams across leading technologies, he's currently leaning into the AI revolution and helping shape the future of customer support. Angelo shares his insights with Intercom's VP of Customer Support, Declan Ivory.Watch this episode on YouTube: https://www.youtube.com/watch?v=JIWoy2DpHpE

Alan is joined by the one and only Dr. Brian Baliwas. You might know him better as @sfdentalnerd on Instagram, where he is probably the most entertaining dental follow on the platform! Alan and Brian have a lively discussion about the frustrations of dental insurance, the perils of planned obsolescence in dental equipment, and the importance of transparency in dentistry. They delve into the surprisingly efficient insurance model used for Dr. Baliwas's dog, Xylo and contrast it with the often opaque and frustrating world of human dental insurance.  The conversation also touches on the challenges of running a fee-for-service practice, the hidden costs of dental procedures, and the value of patient communication. Key Takeaways: Dental insurance vs. pet insurance: Dr. Baliwas highlights the stark differences between the transparent and efficient claims process for his dog's insurance and the confusing world of human dental insurance. This raises questions about the role of employers, transparency, and the overall value of dental insurance plans. Planned obsolescence: The conversation explores the frustrating trend of planned obsolescence in dental equipment, with examples like air polishers and intraoral scanners. Dr. Baliwas shares his experience of repairing his own equipment due to a lack of available parts and discusses the push towards subscription models for dental technology. Fee-for-service dentistry: Brian discusses the benefits and challenges of running a fee-for-service practice, emphasizing the importance of accurate cost analysis and transparent patient communication. The value of hygiene: Brian and Alan discuss patient perceptions of dental hygiene and the importance of comprehensive exams in a preventive dental model. They also touch on the use of air polishers and guided biofilm therapy. The importance of company support: When choosing dental products and equipment Brian stresses the importance of excellent company support and customer service rather than simply focusing on the "best" brand names. Some links from the show: @sfdentalnerd: Dr. Brian Baliwas's Instagram handle Healthy Paws: Pet insurance company EMS Airflow iTero Element: Intraoral scanner mentioned in the context of planned obsolescence Medit i700 "Buy Now" Documentary Episode Index: 01:26 The Role of Social Media in Dentistry 02:39 Emergency Dentistry and Zylo's Insurance 05:35 Transparency in Dental and Medical Insurance 19:18 In-Network vs. Out-of-Network Dental Practices 27:25 The Role of Hygiene in Dentistry 28:54 Patient Perception vs. Clinical Reality 29:48 Innovative Hygiene Tools and Techniques 31:52 The Cost and Maintenance of Dental Equipment 34:10 Subscription Models and Planned Obsolescence 37:47 The Value of Customer Support 42:08 Disposable vs. Durable Dental Tools 47:42 The Frustration of Warranties and Repairs 52:22 Leveraging Social Media for Dental Practice Join the Very Dental Facebook group using the password "Timmerman," Hornbrook" or "McWethy," "Papa Randy" or "Lipscomb!" The Very Dental Podcast network is and will remain free to download. If you'd like to support the shows you love at Very Dental then show a little love to the people that support us! -- Crazy Dental has everything you need from cotton rolls to equipment and everything in between and the best prices you'll find anywhere! If you head over to verydentalpodcast.com/crazy and use coupon code “VERYDENTAL10” you'll get another 10% off your order! Go save yourself some money and support the show all at the same time! -- The Wonderist Agency is basically a one stop shop for marketing your practice and your brand. From logo redesign to a full service marketing plan, the folks at Wonderist have you covered! Go check them out at verydentalpodcast.com/wonderist! -- Enova Illumination makes the very best in loupes and headlights, including their new ergonomic angled prism loupes! They also distribute loupe mounted cameras and even the amazing line of Zumax microscopes! If you want to help out the podcast while upping your magnification and headlight game, you need to head over to verydentalpodcast.com/enova to see their whole line of products! -- CAD-Ray offers the best service on a wide variety of digital scanners, printers, mills and even  their very own browser based design software, Clinux! CAD-Ray has been a huge supporter of the Very Dental Podcast Network and I can tell you that you'll get no better service on everything digital dentistry than the folks from CAD-Ray. Go check them out at verydentalpodcast.com/CADRay!