Podcasts about Customer support

What happens when AI moves from customer support automation to true customer intelligence?In this Season 19 kickoff episode of XTrawAI, Raghu Banda speaks with Italo Belandria, Head of Customer – Americas at Ringover, about how AI is reshaping customer operations, omnichannel communication, and customer success.How AI is helping customer teams become more proactive and data-drivenWhy automation still needs empathy and the human touchHow Ringover is bringing communication, insights, and performance visibility togetherYou can reach @ Italo BelandriaMy LinkedIn @ Raghu BandaOur Website @ XTraw AI

Consumption pricing and AI adoption are forcing revenue teams to prove value faster, with less room to hide behind contracts, pilots, or broad technical promises. Seong Park, Senior Vice President of Customer Support and Services at Cursor, joins John Kaplan and John McMahon to examine how customer success has become a consultative, technical, and commercial function in modern go-to-market. The conversation explores why post-sale execution is now central to retention, how teams need to embed into customer workflows, what finance scrutiny means for consumption models, and why the fundamentals of pain, champions, outcomes, and evidence still matter in a market moving at unusual speed. Seong Park is the Senior Vice President of Customer Support and Services at Cursor. His background spans pre-sales, customer success, and go-to-market leadership across companies including MongoDB, ThoughtSpot, and now Cursor. Connect with Seong: LinkedIn Key takeaways from this episode:  00:00 – Seong Park's perspective on how pre-sales, open source SaaS, and customer success shaped his view of enterprise go-to-market. 02:26 – Why consumption models force revenue teams to re-earn the customer's business through usage and realized value. 08:00 – The value realization test every revenue leader should care about: what happens if the solution gets unplugged. 11:04 – Why workflow depth quietly becomes a moat in enterprise accounts. 18:04 – Why the real selling often starts after the customer signs. 23:50 – A look inside where Cursor is finding technical go-to-market talent, and what it takes to build that talent into customer-facing operators. 34:38 – Why finance scrutiny quietly changes the standard of proof for AI investments. 52:00 – The three things post-sale teams need to understand before value delivery can begin. Hosted by five-time CRO John McMahon and Force Management Co-Founder John Kaplan, the Revenue Builders podcast goes behind the scenes with the sales leaders who have been there, done that, and seen the results. This show is brought to you by Force Management. We help companies improve sales performance, executing their growth strategy at the point of sale. Connect with Us: LinkedInYouTubeForce Management

Cameron Price, Head of People & Talent at Medium, joined us on The Modern People Leader to discuss how people teams can lead AI change management through trust, curiosity, and human-centered design. We talked about AI fluency, balancing innovation with authenticity, measuring employee sentiment around AI adoption, and why humans-first leadership matters more than ever. ----  Sponsor Links:

Today I want to walk through how to automate the customer support side of a small business using three tools. Claude, Make, and Gmail. By the end of this you'll know how to set things up so incoming emails get triaged by urgency automatically, the common questions get personalized replies drafted for you, and anything that actually needs a human gets flagged so you don't miss it.Get help here >> ⁠https://wilwaldon.com ⁠Join our business automation community >> ⁠https://www.skool.com/ai-and-automation-3750⁠

On this episode, We cover it all!! Sports, Movies, and Customer Support!! We also break down and review The Devil Wears Prada 2 & No Other Choice. Hosted by Nero Von Doom aka Joe. What Are We Doing Here??!! This is We Family Son!!

Welcome to Mastering Cyber with Host Alissa (Dr Jay) Abdullah, PhD, SVP & Deputy CSO at Mastercard, and former White House technology executive. Listen to this weekly one-minute podcast to help you maneuver cybersecurity industry tips, terms, and topics. Buckle up, your 60 seconds of cyber starts now! Sponsored by Mastercard: https://mastercard.us/en-us.html

Hello voices from the bench community, John Wilson here and I wanted to share some news about the evolution of the Programill lineup. Most importantly, Ivoclar's new PrograMill 7. What stands out right away is the reduced air consumption this mill requires, but what you'll notice first is that impressive new touchscreen. For us, the biggest advantage has been increased spindle power. My laboratory's known for these larger cases with complex geometries, and I can tell you that extra power really makes a difference. Next time you see your Ivoclar representative, be sure to ask about the PrograMill 7 and tell them John Wilson sent you. Thank you. At exocad Insights in beautiful Mallorca, we finally caught up with Felix from Imagine USA—and the timing couldn't have been better. As an exocad dealer on the front lines of digital dentistry, Felix shared his excitement about the strong turnout, the familiar faces, and most importantly, the innovation coming from exocad. What stood out most? The new exocad Hub and its cloud-based capabilities, along with powerful AI-driven tools inside DentalDB designed for efficient batch processing. For Felix and the Imagine team, it's not just about seeing what's new—it's about putting it to the test. By running new features through their own production facility first, they ensure real-world performance before bringing solutions to their customers. Beyond the technology, Felix emphasized the value of being there in person—connecting face-to-face with partners, having meaningful conversations, and stepping back to see where the industry is headed. And of course, doing it all in Mallorca doesn't hurt either. This week at the Dental Laboratory Association of Texas Meeting 2026, the microphones stayed hot as three completely different conversations all circled around the same thing: how fast the dental lab industry is evolving. First up, the crew sat down with Tony Aliatim from Axis Dental Milling to talk about going from biomedical engineering and printing silicone heart models for surgeons… to becoming one of the go-to names in dental milling. From industrial machining roots in Michigan to AI-powered calibration systems and Straumann plug-and-play workflows, Tony breaks down how VersaMill machines are helping labs mill everything from zirconia to implant abutments faster, smarter, and safer. Along the way, the conversation dives into HyperDent, trade show madness, wet vs dry milling nightmares, and why dental technicians may not realize how close this industry really is to aerospace-level manufacturing. Then things shifted from mills to maintenance with Rebekah Serrago and Chris Wilson from Garland Dental Services. What started decades ago as a garage-based repair business fixing handpieces has grown into one of the industry's best-kept secrets for equipment sales, service, and support. Rebekah shares the story of growing up folding flyers for her father's repair company before eventually becoming CEO and expanding Garland into a massive online sales and service operation supporting everything from ovens to mills. Chris joins in to talk preventative maintenance, service certifications, keeping ancient ovens alive, and why labs desperately need dealers that actually understand the equipment they sell. It's equal parts family-business story, repair shop wisdom, and hilarious behind-the-scenes dental lab banter. Finally, the future officially arrived when the podcast crew sat down with Antoine Coppens from Relu and orthodontic lab owner Christian Saurman of New England Orthodontic Laboratory. What started as four engineering students experimenting with AI in Belgium somehow turned into fully automated dental workflows capable of designing surgical guides, night guards, models, and restorations in minutes. The conversation explores how AI is reshaping lab workflows, reducing manual design time, integrating directly into LMS systems, and even learning individual lab preferences. Christian explains how his custom-built orthodontic lab management system helped eliminate workflow chaos and automate huge portions of production, while Antoine gives a fascinating look into where dental AI is headed next. Between AI-generated appliances, automated scan checks, and self-learning workflows, this episode feels less like science fiction and more like a preview of what labs will look like over the next five years.Special Guests: Antoine Coppens, Chris Wilson, Christian Saurman, Rebekah Serrago, and Tony Aliatim.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #281, we welcomed Carl Lenocker, Senior Customer Success Executive at Splunk, based in San Francisco, CA. He is also the Chief Unicorn at Rockstar Unicorn Consulting. Carl has an interesting story as he's a a top-1% Customer Success Executive ($50M ARR) who built a career by owning relationships, telling the truth early, and tying outcomes to dollars—not dashboards.He's also the author of Success Plan for Life, where he breaks down how the same principles used to protect multi-million-dollar enterprise accounts can be applied to career, wealth, love and long-term leverage.In this episode, Carl and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.**Episode #281 Highlight Reel:**1. What it takes to be a top 1& CSM 2. Bringing CX & customer success into your future investments3. Where are things headed for CS in the next 1,000 days?Click here to learn more about Carl LenockerClick here to learn more about SplunkHuge thanks to Carl for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future. For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles TodayTweet us @cxchroniclesCheck out our Instagram @cxchroniclesClick here to checkout the CXC websiteEmail us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Eighteen months in the making and shaped by feedback from thousands of families, the brand-new Euka Learning Experience is here. In this episode of the Future Learners podcast, Brett Campbell (CEO and co-founder of Euka) and Ellen Brown (Founder and Head of Education) take you through a screen-share walkthrough of what’s changed and why it matters for your family.From age-appropriate visual design across Primary, Secondary, and Senior cohorts to the new four-part lesson structure (Learn, Practice, Apply, Reflect), in-built textbooks for Grades 7–12, and a redesigned parent portal with proper progress reporting — this is a platform built around how children actually learn, not how systems prefer to deliver content. If you’re already a Euka family, listen for the migration path. If you’re considering homeschooling in Australia, this is the clearest look yet at what your week could feel like. Key Points: What’s new at a glance: A new look for each stage — Primary, Secondary, and Senior get age-appropriate visuals (no koala mascots staring down 17-year-olds) Two ways to navigate the curriculum: by Term and Week, or by Subject. Whichever fits your child’s rhythm Euka’s four-part lesson structure: Learn, Practice, Apply, Reflect Designed for how children really learn: The Practice activity gets hands-on (think Play-Doh fractions, plant life-cycle dioramas) The Apply section gives instant feedback, no more sitting down at 6 pm trying to remember a 10 am lesson Reflect prompts let kids think about how they learn, not just what they learned Built-in textbooks (Grades 7–12, brand new): Modular short chapters mapped to specific lessons No need to buy outside textbooks for the curriculum Reporting upgrades: Every family now gets baseline progress tracking and downloadable certificates Parent portal shows lesson completion, grade reports, and (for Grades 11–12) assessment marks Premium Reporting is available for families needing government-compliant documentation Migration for existing families: Wait until the end of your current term, then reach out to the Customer Support team Email updates will guide you through the move Euka’s Upgraded Learning Experience: A platform that actually fits the child When Brett opens the walkthrough, the first thing he points out is something subtle but deliberate: the Euka program now looks different depending on the student’s stage. A Grade 3 student logs in and sees Echo — Euka’s koala mascot — front and centre, alongside a soft, warm colour palette. Move into Secondary, and Echo’s still around but less prominent. He’s grown up a bit. By Senior years, the koala is gone entirely, replaced by a more grown-up interface that respects where 15-, 16- and 17-year-olds are at. It’s a small thing visually, but it speaks to a deeper design decision: meet the student where they are. Age-appropriateness isn’t just about content — it’s about how the whole experience feels. How can families navigate the new curriculum? One of the most-requested features from existing Euka families finally lands here. The curriculum is now navigable in two ways: By Term and Week — the structured path. Click into Term 1, see your weeks, click into Week 1, see the lessons. Predictable, organised, calendar-friendly. By Subject — for the child who’s deeply engaged in English (or Maths, or Science, or anything else) and just wants to dive in without weekly distractions. Click English, see all the English lessons, work through them at your own pace. Both paths lead to the same content. The flexibility sits in the navigation — and that’s exactly what families have been asking for. The new four-part lesson structure This is the change Ellen is most excited about, because it reflects what the team has learned about how children retain knowledge. Learn is the core content — the equivalent of a teacher introducing a topic. Read, watch, take it in. Practice is hands-on. Building a Play-Doh pizza to represent fractions, constructing a diorama for plant life cycles, and making a comic strip. The point is to use the new knowledge in a way that gets it out of the head and into the hands. Apply is where instant feedback comes in. Multiple choice, fill-in-the-blank, drag-and-drop — different question types for different lessons. Crucially, it’s framed as checking your understanding, not as a test. Children can get hints, check their answers, and try again. No anxiety, just learning.Reflect is the bit that most curricula skip entirely. Instead of asking “Did you like the lesson?”, we ask children how they felt learning it, what worked for them, and whether they feel confident with the material. And here’s the practical bit: every child is different. If your child gets the most out of Practice and doesn’t need Apply, that’s fine — every section is flexible. You can complete the lesson without having done every component. The system fits the child, not the other way around. This is a unique opportunity for students to think about how they learn, not just what they learn. — Ellen Brown What’s included in the new in-built textbooks for Grades 7–12? This is genuinely new. For the first time, every Euka student in Grades 7 through 12 has access to in-built textbooks woven directly into their lessons. These aren’t 300-page tomes you have to wade through. They’re short, modular chapters mapped to specific lessons. Looking at global biomes? The textbook section for that lesson is right there, broken into focused sub-sections. The practical benefit: families don’t have to buy external textbooks for the Australian Curriculum-aligned lessons Euka delivers. The deeper benefit: children who are passionate about a subject can dive deeper through the textbook, while children who don’t connect with reading-heavy learning can complete the lesson via Learn, Practice and Apply alone. Same outcome, different paths. A reporting dashboard parents can actually use Reporting has been one of the harder parts of homeschooling — both for parents trying to track progress against the Australian Curriculum and for families navigating state-by-state government requirements. Every family now gets a baseline reporting tier included in the standard Euka program: Lesson completion progress (visible in real time) Downloadable certificates per term Grade reports across subjects Parent feedback fields, so observations are captured alongside the data For families who need formal documentation, Premium Reporting layers government-compliant reports, work-sample integration, and achievement-standard mapping on top. There’s also an unexpected benefit Ellen highlights. The Premium Reporting becomes a keepsake: pictures of work, milestones, the whole year captured in one place. When grandma asks “what did you do in Grade 4?”, you’ve got the answer ready. “I’ve homeschooled my own kids for many years, and that niggling ‘am I doing enough?’ feeling is real. Reporting answers that question — not by comparing your child to others, but by showing how they’re going with the content itself. That’s peace of mind.” — Ellen Brown Why the Reflect section matters more than you’d think We almost glossed over this in the walkthrough, but it deserves its own beat. Metacognition — thinking about how you learn — is a focus of work by the Australian Education Research Organisation, and the Reflect section is how Euka brings that practice into every lesson. It also feeds into Euka’s Personalised Learning Plan (PLP) for families who use it. The data gathered through reflection helps spot patterns. A child consistently flagging boredom in maths lessons might be ready to advance Grade 4 student finding Grade 4 maths too easy, could move into Grade 5 or Grade 6 content. A child flagging difficulty in a particular subject area gets surfaced early, before it becomes a confidence issue. This isn’t about labelling kids. It’s about giving parents and the Euka team a clearer picture of what each individual child needs, beyond what a one-size-fits-all curriculum can offer. What do existing Euka families need to do to migrate? If you’re already learning on the original Euka platform, here’s what to do: Don’t switch mid-term. Finish your current term on the existing platform. At the end of term, reach out to the Customer Support team. They’ll guide you through the migration. Watch for emails. Euka has been sending detailed migration updates — check your inbox. If you’re new to Euka, you’ll start directly on the new Learning Experience. Key Insights for Families Flexibility is built in, not bolted on. Whether it’s choosing term-by-term or subject-by-subject navigation, completing only the lesson sections that suit your child, or pacing through textbooks at the depth that matches their interest — the platform respects that no two children learn the same way. Reflection is a learning skill in itself. Asking children to think about how they learned, not just what, builds a meta-cognitive habit that pays off for life. It’s also how parents catch boredom, confusion, or readiness for harder content before it shows up as frustration. Reporting belongs to the family. Whether you need it for government compliance, peace of mind, or as a keepsake of the year, the new dashboard puts your child’s progress in your hands — without requiring you to be a project manager on top of being a parent. The platform fits the child, not the other way around. Brett and Ellen come back to this point repeatedly. Every section of every lesson is optional. Every navigation path leads to the same outcome. The structure is there as a scaffold, not a cage. “It’s really important to us at Euka that the lesson is fitting the child rather than the other way round.”— Brett Campbell Your Family, Your Journey What we’ve shared here is the first cat out of the bag — but it’s not the last. The Euka team has more coming, and they want your feedback on what’s working as you use the new Learning Experience. Click the support function inside the platform to share ideas; some of Euka’s best features have come straight from family suggestions. If you’re an existing Euka family: thank you for trusting us through this evolution. Your patience, your feedback, your willingness to learn alongside us — it shapes everything we build. If you’re considering homeschooling with Euka for the first time: this is the clearest look yet at the platform you’d be working with. Take your time. Listen to other episodes of the Future Learners podcast to hear from families who’ve made the switch. And when you’re ready, we’re here. The post Meet the Upgraded Euka Learning Experience | 41 appeared first on Euka.

Sponsored by Chargebee, subscription and revenue management → check out their startup offer: https://www.chargebee.com/startups Jeff Gibson, Founder of Kintsugi https://www.linkedin.com/in/jeffgibsonsf/?utm_source=chatgpt.com - Kintsugi, founded by Jeff Gibson, provides an AI-driven platform that automates global indirect tax compliance (VAT, GST, sales tax, etc.) for internet businesses, handling tax calculation, collection, and remittance. - The company targets SMBs and mid-market companies selling online, offering a simple, automated solution to a complex, high-risk compliance problem, resulting in high customer retention and low churn. - Kintsugi's founding insight came from the realization that businesses were paying more for tax compliance than for billing solutions, and that the market was underserved, especially for SMBs and mid-market companies. - The company raised a $2M pre-seed round in September 2023 from angels, followed by an $18M Series A led by Vertex.  - Jeff emphasizes the importance of founder conviction, qualifying investors for deep understanding of the problem, and building trust with customers in a “boring but essential” fintech space.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #280, we welcomed Josh Schachter, SVP @ Gainsight, Creator of [Un] Churned Podcast & Writing Book on how the world's most exceptional founders build businesses centered around human relationships. On July 21st, 2025 Gainsight announced it acquired Update.ai: Accelerating the Age of Atlas Agents. This also brought forward Josh Schachter, founder of UpdateAI and one of the first to build in post-sales AI, stepping in as SVP & GM of Atlas. Josh is a product thinker through and through – someone who's lived the day-to-day pain of customer teams and built UpdateAI from that front-line perspective. In this episode, Josh and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.**Episode #280 Highlight Reel:**1. AI is here to amplify human effort, not replace it entirely2. Defining & living your core business values3. Learning from podcast interviews & conversations 4. Building a business into an acquisition target for larger companies5. Learning from public companies & their NPS performanceClick here to learn more about Josh SchachterClick here to learn more about GainsightClick here to learn more about UpdateAIClick here to learn more about [UN] Churned PodcastHuge thanks to Josh for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future. For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles TodayTweet us @cxchroniclesCheck out our Instagram @cxchroniclesClick here to checkout the CXC websiteEmail us at info@cxchronicles.com Remember To Make Happiness A Habit!!

“How much value is hidden in your customer support data?”  In this episode of AI at Scale podcast, we bring together two senior leaders: Irina Zubova, Vice President Customer Support & AI Operations at Schneider Electric, and Sam Youssif, Vice President Customer Support at Schneider Electric. Together, they take listeners behind the scenes of one of the world's largest customer support operations, handling over four million interactions annually. Moreover, they explain how AI is fundamentally changing the role of support. What will you learn:  How AI is reshaping customer support into a strategic growth engine,  Why the future of support is a symbiosis between AI co‑pilots and human expertise,  How millions of customer interactions can be transformed into actionable insights for the entire enterprise,  Where AI delivers the most value across the end‑to‑end customer support journey,  How to scale AI globally while balancing rapid experimentation, governance, and operational excellence.   

Immer freitags analysieren wir in unserem „Wochen-Podcast“ aktuelle Entwicklungen in der deutschen Banken-, Fintech- und Payment-Branche. Diesmal haben sich unser Redakteur Christian Kirchner und „Payment & Banking“-Experte Jochen Siegert den folgenden Themen gewidmet: #1: Trade Republic durfte die Kritik an seinem Customer Support nicht länger ignorieren – der Imageschaden wäre zu groß geworden ... #2: ... Mal ganz absehen davon, dass auch die Bafin den Berliner Neobroker zuletzt zunehmend skeptisch beäugt hat #3: Wie aus einem schlechten Kundenservice ein guter wird – Paypal hat's in Deutschland vorgemacht #4: Ist das Video-Ident tot? Naja, zumindest werden (Stichwort: EUDI-Wallet) bald starke Alternativen auf den Markt kommen #5: Wenn zwei Podcaster in fast jedem ihrer Podcasts einen Anlass finden, über ihren persönlichen Schufa-Score zu sinnieren #6: Die erstaunliche Preismacht von American Express – und warum daran (vermutlich) auch der Lufthansa-Knatsch nichts ändert #7: Alle reden von Trade Republic – während die Deka mal eben 41 Mrd. Euro (!) Nettoabsatz generiert. Wie geht das? #8: Einer unserer Podcaster lässt sich von der KI eine Trading-Software programmieren. Was Banken daraus lernen (oder auch nicht) == Fragen und Feedback zum Podcast: redaktion@finanz-szene.de oder (auch anonym) über Threema: TKUYV5Z6 Redaktion und Host: Christian Kirchner/Finanz-Szene.de Coverdesign: Elida Atelier, Hamburg Postproduction: Podstars Hamburg Musik: Liturgy of the street / Shane Ivers - www.silvermansound.com

AI can handle millions of customer conversations—but only when the right data, workflows, and systems are in place. Most companies underestimate what it actually takes to make that work. In this episode, Nalin Gupta, Founder & CEO, Cignara breaks down why AI in customer support isn't plug-and-play—and what's required to make it accurate and reliable at scale. We get into the foundation behind it: how organizations structure data, define workflows, and use continuous feedback to improve performance over time. If you're thinking about AI in customer support, this is a more grounded look at what actually works in enterprise environments.

Tara has led the Draft2Digital Support Team since the early days of D2D. This week, she joins the Self Publishing Insiders team to answer author questions. In this episode, you'll learn: • Customer Support's commonly asked questions  • Best Practices for Publishing with Draft2Digital  • Tips & Tricks to get the most out of Self-Publishing  .//Draft2Digital is where you start your Indie Author Career//   Looking for your path to self-publishing success? Draft2Digital is the leading ebook publisher and distributor worldwide. We'll convert your manuscript, distribute it online, and support you the whole way. • Get started now: https://draft2digital.com/ • Learn the ins, the outs, and the all-arounds of indie publishing from the industry experts on the D2D Blog: https://Draft2Digital.com/blog   • Promote your books with our Universal Book Links from Books2Read: https://books2read.com   Make sure you bookmark https://D2DLive.com for links to live events, and to catch back episodes of the Self Publishing Insiders Podcast.

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 6, Anna Nadeina talks with Pieter Boon, co-founder of ImpactPilot, a Customer Success (CS) platform designed specifically as an add-on for HubSpot.Pieter spent his career in post-sale roles — from Google's ads team to a SaaS startup he helped sell to a unicorn. Now he's building Impact Pilot, a customer success tool that lives inside HubSpot, not next to it. Three months after launch, HubSpot announced a competing feature. Here's what happened next.In this episode: → Why standalone CS platforms create "ghost towns" of stale data → The difference between customer support and customer success (and why it matters for retention) → The classic first-hire mistake that sets CS teams up to fail → How to use AI in customer success without damaging real customer relationships → Why Pieter raised only $500K — and what he used it for → The one tactic that keeps customers renewing: celebrate their wins with themThis episode is for B2B SaaS founders and revenue leaders thinking seriously about post-sale growth, churn, and when (and how) to build a CS function.----------- Episode's Chapters -----------0:00 — Introduction & Welcome0:34 — Pieter's Background: From Google to SaaS Startup Founder2:04 — Customer Support vs. Customer Success Explained3:11 — Do All SaaS Companies Need a CS Team?5:05 — Why Impact Pilot is Built Inside HubSpot (Not Standalone)10:09 — Why HubSpot Over Salesforce? Narrowing the ICP12:21 — Bootstrapping to Angel Round: The Fundraising Mindset Shift15:04 — How to Start Customer Success as a SaaS Founder19:07 — Using AI in Customer Success: Use Cases & Guardrails31:02 — What "Being Active on LinkedIn" Actually Means34:42 — Building Your First CS Team the Right Way39:51 — Biggest Win, Biggest Challenge & One Founder HackPieter - https://www.linkedin.com/in/pieter-boon/ImpactPilot - https://impactpilot.io/Subscribe to our channel to be the first to see the interviews that we publish - https://www.youtube.com/@saas-groupStay up to date:Twitter: https://twitter.com/SaaS_groupLinkedIn: https://www.linkedin.com/company/14790796

Industrial Talk is onsite at MD&M West and talking to John Derzy and Michael Lipcsik with Hirata Corporation about "Manufacturing efficiency solutions". The conversation features Scott Mackenzie from the Industrial Talk podcast, discussing the MD&M West event with John Derzy and Michael Lipcsik from Hirata. John celebrates his 50th year in the industry and highlights Hirata's 50-year history, starting with handcarts and evolving into a company specializing in automation and robotic solutions. Michael shares his background in manufacturing and automated testing. They discuss Hirata's diverse clientele, including automotive, electronics, and medical devices, and their focus on long-term customer relationships. Hirata's expertise in automation and predictive maintenance is emphasized, along with their integration of robots and systems for efficient manufacturing. Outline Introduction and Welcome to Industrial Talk Scott introduces the episode of Industrial Talk, sponsored by MD&M West and the News and Brews team.Speaker 2, Scott Mackenzie, is introduced as the host, dedicated to highlighting industry innovations and professionals.Scott thanks the audience for their support and celebrates industry professionals for their contributions to industrial innovation.Scott mentions the importance of MD&M West and encourages listeners to attend the event in 2027. Introduction of John and Michael Scott introduces John Derzy and Michael Lipcsik, playing a light-hearted game with their names.John and Michael engage in a brief comedic exchange about their names.Scott appreciates John's Seinfeld reference and asks about their experiences at MD&M West.John shares his long-term involvement with the event, having attended for 21 years and reflecting on the changes over the years. John's Background and Experience John discusses his 50 years in the industry, his work with industrial laser systems, and his transition to Hirata 12 years ago.John highlights the unique experience of working for a Japanese company and the diverse projects Hirata has undertaken.Scott and John discuss the challenges of transitioning to a larger company and the importance of long-term customer relationships.John provides an overview of Hirata's history, starting with handcarts and evolving into a company with a diverse customer base. Michael's Background and Hirata's Market Presence Michael shares his background in manufacturing, starting as a manufacturing engineer and transitioning to automated testing and assembly solutions.Michael discusses his role at Hirata as the applications director for North America.John and Michael reflect on their shared experience at Hirata and the company's diverse market presence.John provides details about Hirata's involvement in various sectors, including automotive, electronics, semiconductors, and medical devices. Hirata's Solutions and Automation Capabilities John explains Hirata's focus on automation and their ability to provide fully integrated solutions for manufacturing problems.Michael discusses Hirata's tray stocker solution, developed with their European division, and its application in the US market.John elaborates on Hirata's manufacturing of robots and their use in various markets, particularly in Asia.Michael emphasizes Hirata's expertise in integrating robots into automated assembly solutions and their diverse experience in different industries. Challenges and Opportunities in Manufacturing John and Michael discuss the challenges of rising labor costs and the benefits of investing in automation.John highlights the importance of predictive maintenance and the role of Industry 4.0 and 5.0 in driving innovation.Michael explains Hirata's approach to supporting customers with self-sufficient solutions and their commitment to long-term customer relationships.John and Michael discuss the importance of continuous improvement and the evolving needs of the manufacturing industry. Hirata's Customer Support and Future Plans John and Michael emphasize Hirata's commitment to customer support and their ability to provide comprehensive solutions.Michael provides contact information for Hirata and encourages potential customers to reach out for more information.John humorously considers his potential as a contestant on Jeopardy, highlighting his extensive knowledge.Scott thanks John and Michael for their participation and encourages listeners to attend MD&M West in 2027. Conclusion and Call to Action Scott wraps up the episode, thanking John and Michael for their insights and contributions.Scott encourages listeners to reach out to Hirata for manufacturing solutions and to attend MD&M West in 2027.Scott emphasizes the importance of customer-centric conversations and the role of Industrial Talk in supporting industry professionals.The episode concludes with a reminder to be bold, brave, and innovative in solving manufacturing challenges. If interested in being on the Industrial Talk show, simply contact us and let's have a quick conversation. Finally, get your exclusive free access to the Industrial Academy and a series on “Why You Need To Podcast” for Greater Success in 2026. All links designed for keeping you current in this rapidly changing Industrial Market. Learn! Grow! Enjoy! JOHN DERZY'S CONTACT INFORMATION: Personal LinkedIn:  https://www.linkedin.com/in/derzy/ Company LinkedIn: https://www.linkedin.com/company/hirata-corporation-of-america/ Company Website: https://www.hirata.co.jp/en/ MICHAEL LIPCSIK'S CONTACT INFORMATION: Personal LinkedIn:  https://www.linkedin.com/in/michael-lipcsik-5b008221/ PODCAST VIDEO: https://youtu.be/NGob7Vp3_Yk THE STRATEGIC REASON "WHY YOU NEED TO PODCAST": OTHER GREAT INDUSTRIAL RESOURCES: NEOM: https://www.neom.com/en-us Hexagon: https://hexagon.com/ Arduino: https://www.arduino.cc/ Fictiv: https://www.fictiv.com/ Hitachi Vantara: https://www.hitachivantara.com/en-us/home.html Industrial Marketing Solutions:  https://industrialtalk.com/industrial-marketing/ Industrial Academy: https://industrialtalk.com/industrial-academy/ Industrial Dojo: https://industrialtalk.com/industrial_dojo/ We the 15: https://www.wethe15.org/ YOUR INDUSTRIAL DIGITAL TOOLBOX: LifterLMS: Get One Month Free for $1 – https://lifterlms.com/ Active Campaign: Active Campaign Link Social Jukebox: https://www.socialjukebox.com/ Industrial Academy (One Month Free Access And One Free License For Future Industrial Leader): Business Beatitude the Book Do you desire a more joy-filled, deeply-enduring sense of accomplishment and success? 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Today's episode of the Punk CX podcast features Nick Francis, one of the co-founders of Help Scout, a leading customer support platform, who after operating as the CEO for the last 15 years stepped back from the position in late 2025 and has now moved into the Chairman role. I first talked to Nick on the podcast back in 2017 and he joins me today to talk about his time as CEO at Help Scout, some of the biggest challenges he faced during his tenure, the lessons he learned, the ‘craft' of customer support, and with the emergence and rapid evolution of AI-powered technology, how he sees support evolving in the coming years. This interview follows on from my recent interview – How executives can turn fragmented CX efforts into enterprise-wide customer obsession – Interview with Ray Gerber – and is number 578 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

In a world of automation, George Jack explains why empathy, active listening, and relentless consistency still define exceptional customer service. Watch this episode with guest host Allen Laman, … Read More » The post The Human Edge in Customer Support | IJA Aftershow: George Jack appeared first on Insurance Journal TV.

Generative AI is changing how customer support chatbots are built, deployed and measured.In this episode, we sit down with Alia Azim, Product Lead for Chatbots at Citation Group, to discuss the company's shift from traditional NLU chatbots to generative AI conversational agents.Alia brings a wealth of experience in conversational AI, including time spent at Lloyds Banking Group, and she gives us an honest account of what it actually looks like to move from NLU-based chatbots to generative AI in a real business environment. Citation Group provides HR, compliance and business services for thousands of small and medium businesses. Supporting those customers means handling everything from platform troubleshooting to account access issues. Alia explains how their team rebuilt the chatbot strategy around generative AI, focusing on specific use cases, improved knowledge management, and outcomes that actually resolve customer problems.We explore the limitations of traditional intent-based bots, why generative AI dramatically changes how conversational systems are designed and why success metrics like containment are being replaced by resolution rate.We also get into the debate around whether conversation design is dead. Designers and engineers still play a critical role, but the work now focuses less on building rigid flows and more on shaping AI behaviour through guidance, knowledge design and customer journey thinking.Show notesFollow Alia on LinkedIn: https://www.linkedin.com/in/aliaazim/Follow Kane Simms on LinkedIn: https://www.linkedin.com/in/kanesimmsDownload our exclusive report on how AI agents keep CX stable when volume explodes: https://vux.la/scaleTake our updated AI Maturity Assessment: https://vuxworld.typeform.com/to/a26bf9Rr?utm_source=podcast&utm_medium=audio&utm_campaign=vuxconsulting25Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeWSubscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms Hosted on Acast. See acast.com/privacy for more information.

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The Bowhunter Chronicles Podcast - Episode 391: Home Grown Trail Cameras- Yellowstone AI In this episode of the Bowhunter Chronicles Podcast, Adam Miller and Nate Rozeveld sits down with Ben Vander Velden of Yellowstone AI , bassed in Wisconsin, to break down the future of trail cameras and AI-driven outdoor technology.  Yellowstone AI is a family owned and operated company, with real in person customer service. They dive deep into cellular trail camera innovation, hardware durability, battery performance, remote diagnostics, flexible data plans, and what truly separates Yellowstone AI cameras from the rest of the market. Ben shares his journey into the trail camera industry, lessons learned from competitors, and how Yellowstone AI is simplifying user experience with fewer SKUs, streamlined app design, and customer-first support. The conversation also explores AI integration in hunting gear, real-world troubleshooting, warranty expectations, pricing strategy, and building dealer relationships at the ATA Show. If you're serious about trail camera performance, cellular connectivity, hunting technology, and staying ahead in the evolving outdoor tech space, this episode delivers actionable insight from inside the industry. Topics Covered:Trail cameras • Cellular connectivity • AI integration • Data plans • Remote troubleshooting • Hardware durability • Customer support • ATA Show insights • Hunting technology trends 00:00 Intro03:00 Yellowstone AI and Trail Cameras05:57 Ben's Journey into the Trail Camera Industry09:00 Challenges and Opportunities in the Trail Camera Market12:12 Understanding Connectivity and Technology in Trail Cameras15:04 The Importance of Customer Support and Reliability17:55 Hardware Considerations: Batteries, Durability, and Maintenance21:04 Warranty and Customer Experience24:09 AI in Trail Cameras: Future Possibilities27:00 Conclusion and Future Directions33:06 Networking at ATA: Building Dealer Relationships35:47 Understanding Customer Needs: Common Questions and Pain Points36:06 Market Entry: Lessons from Competitors38:52 Pricing Strategies: Balancing Cost and Value41:55 Data Plans: Structure and Flexibility44:39 User Experience: Simplifying the App Interface51:01 Customer Interactions: Surprises and Challenges52:29 Team Dynamics: The Family Business Model53:23 Innovation Pace: Software vs. Hardware Development57:08 Product Offering: The Value of Fewer SKUs58:14 Durability and Reliability: Customer Expectations01:05:17 Camera Quality: The Role of Technology01:07:27 Community Engagement: Supporting Local Initiatives https://www.yellowstone.ai/ https://huntworthgear.com/https://www.paintedarrow.com - BHC15 for 15% off https://www.spartanforge.ai (https://www.spartanforge.ai/)  - save 25% with code bowhunter   https://www.latitudeoutdoors.com (https://www.latitudeoutdoors.com/) s https://www.zingerfletches.com (https://www.zingerfletches.com/) https://www.lucky-buck.com (https://www.lucky-buck.com/) https://www.bigshottargets.com (https://www.bigshottargets.com/)   https://genesis3dprinting.com (https://genesis3dprinting.com/) https://vitalizeseed.com (https://vitalizeseed.com/) http://bit.ly/BHCPatreon Learn more about your ad choices. Visit megaphone.fm/adchoices

Jamie & Jaeden discuss Airbnb's ambitious plans to weave AI into its search, discovery, and support systems, and how these changes could impact users and hosts. They also explore potential opportunities and challenges for the platform given the rise of competitive AI travel tools. Our Skool Community: https://www.skool.com/aihustleGet the top 40+ AI Models for $20 at AI Box: ⁠⁠https://aibox.aiWatch on YouTube: https://youtu.be/vDzSIW8LbLMChapters00:00 Introduction to AI in Airbnb03:21 User Experience and Competition06:41 AI Search and Customer Support10:23 Airbnb's Growth and Future Prospects

Jamie & Jaeden discuss Airbnb's ambitious plans to weave AI into its search, discovery, and support systems, and how these changes could impact users and hosts. They also explore potential opportunities and challenges for the platform given the rise of competitive AI travel tools. Our Skool Community: https://www.skool.com/aihustleGet the top 40+ AI Models for $20 at AI Box: ⁠⁠https://aibox.aiWatch on YouTube: https://youtu.be/vDzSIW8LbLMChapters00:00 Introduction to AI in Airbnb03:21 User Experience and Competition06:41 AI Search and Customer Support10:23 Airbnb's Growth and Future Prospects See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #278, we welcomed Ryan Wang, Co-Founder & CEO of Assembled based in San Francisco, CA.Industry leaders like Etsy, Robinhood, and Stripe trust Assembled to provide customer-facing AI agents and workforce planning at scale. Assembled automatically resolves millions of interactions through chat, email, and phone while optimizing staffing for hundreds of thousands of support professionals. Their mission is to elevate customer support through AI-powered software that makes life easier for customers and employees.In this episode, Ryan and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.**Episode #278 Highlight Reel:**1. Building a high-performing team in the AI age 2. Shift towards AI-driven skill sets in the workforce 3. Creating a culture of continuous learning  4. Focusing on customer feedback early & often 5. Keeping your team lean & flexible as you scale Click here to learn more about Ryan WangClick here to learn more about AssembledHuge thanks to Ryan for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future. For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Hey CX Nation,In this CXWeekly Update episode #277 we walk through ideas, goals & CTAs the team at CXC has been focused on, not only internally but from the learnings we're being exposed to from clients & strategic partners on a regular basis. In this episode we walk through a few emerging trends around how AI is impacting the future of Sales, CX, Customer Success & Support + the future of work. Thanks to our friends at GoTo, Intercom & TriNet for supplying some amazing market reports that fuel this week's episodes. They collectively went out & interviewed & surveyed thousands of business leaders from across the world to see where they are in their AI foundation building efforts. Click here for GoTo Pulse of Work Report 2025Click here for Intercom Customer Service Transformation Report 2026Click here for Tri-Net State of Workplace Report 2025Don't worry we have a ton of amazing brand new guest interviews & episodes coming down the pipeline.We're also working on new forms & mediums of customer focused business content -- including my 2nd book "Make Happiness A Habit" that we are launching in the New Year. We've also been building a few new podcasts behind the scenes to take all that we've learned with CXCP & start finding other podcast areas ripe for more content. A big part of CXC's mission is to continue creating valuable customer & employee focused business leader content, including CXWeekly updates like this that are digestible, actionable & most importantly entertaining. The CXChronicles Podcast is approaching a huge milestone in the upcoming months that most podcasts will never achieve. We closing in on 300+ episodes of customer focused business content from incredible Founders & Executives from all over the world. CXC is partnered with several leading software & technology providers including Hubspot, Intercom, Freshworks, & several others who might be the difference in your CX/EX performance moving forward. We provide our clients with audits, assessments & scorecards and we provide custom CTAs centered around your content engine to drive CX/EX health, utilization & health performance for our partner solutions (Hubspot, Intercom, Freshworks), & on-demand managed services (partner led implementation, utilization performance & training for several of our partner solutions).If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.You know what would be even better?Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

In this episode of the #29DaysOfMagic Tyra Searcy, a product manager shares her journey from customer care to product management. Tyra discusses the importance of empathy in customer service, the challenges of balancing work and personal life, and her moments of self-discovery. She emphasizes the need for kindness and critical thinking in today's world, especially in the context of misinformation and social media. The conversation highlights the significance of being bold, trusting oneself, and the power of discernment in navigating life and career choices. Learn more about your ad choices. Visit megaphone.fm/adchoices

welcome to wall-e's tech briefing for monday, february 16th! dive into today's top tech stories: meta's smart glasses with facial recognition: plans to introduce "name tag," a feature to identify individuals using ai, initially delayed due to privacy concerns but now positioning to launch due to favorable political climate. ai advancements at airbnb: company's ai agent now handles a third of support inquiries in north america, potentially surpassing human assistance quality under new cto ahmad al-dahle. openai's controversial model retirement: discontinuation of gpt-4o due to numerous lawsuits, despite affecting a significant user base, alongside other chatgpt model retirements. figure technologies data breach: social engineering attack by shinyhunters leaks 2.5gb of customer data with responses including free credit monitoring for affected users. roku's strategic streaming bundles: plans for 2026 aim to offer cost-effective options for viewers, including "howdy," an ad-free service with partners like hbo max, following a strong financial quarter. stay tuned for tomorrow's tech updates!

AGENDA: 03:43 Anthropic Predicts $149B in ARR in 2029 09:27 Will FDEs Become More or Less Powerful 26:17 Harvey Raises $200M at an $11BN Valuation 42:45 Is Customer Support a Terrible or Terrific Investment Category 56:14 Anthropic's Superbowl Ad: Who Won and Who Lost 01:11:30 Do CEOs Have to Work Harder Today Than Ever  

Anish Acharya is a General Partner at Andreessen Horowitz (a16z), where he leads consumer and fintech investing at Series A. He serves on the boards of standout portfolio companies including Deel, Mosaic, Clutch, Titan, and HappyRobot and has led early bets in companies like Runway and Carbonated. Before a16z, he founded and exited two startups—Snowball (acquired by Credit Karma) and SocialDeck (acquired by Google) and scaled Credit Karma's U.S. Card business to over 100 million members. AGENDA: 00:03 - Why building an AI company today requires being in San Francisco 06:58 - The "SaaS Apocalypse" myth: Why "vibe coding" everything is a lie 09:11 - How AI agents are finally breaking the lock-in of legacy software providers 10:13 - Incumbents vs. Startups: Who actually wins the AI distribution war? 14:39 - Why the developer tool market looks more like Cloud than Uber and Lyft 22:43 - The death of the Chatbox? Why browse-based interfaces are still preferable 27:14 - Why power users are 10x more valuable in the age of AI consumption 28:36 - Do margins matter in a world of AI? 34:46 - Why we are definitively not in an AI bubble right now 38:58 - Why the Legal and Customer Support industries will have dozens of winners 39:44 - Lessons from Marc Andreessen: Why the "quality of being right" supersedes process 44:51 - Is "Triple, Triple, Double, Double" dead? The new physics of growth 01:10:41 - The a16z Playbook: How to win 100% of the deals you chase    

Can you scale customer support without burning out agents or frustrating customers?Ping Wu shares how Cresta combines AI and human intelligence into a single system that scales sustainably for companies like United Airlines and Porsche.In this episode, Ping also breaks down the three constraints that shape automation in the real world: conversation complexity, infrastructure debt, and customer demographics.Guest: Ping Wu, CEO of CrestaConnect with Ping WuX: https://x.com/ping_wuLinkedIn: https://www.linkedin.com/in/pingwu/Connect with JoubinX: https://x.com/JoubinmirLinkedIn: https://www.linkedin.com/in/joubin-mirzadegan-66186854/Email: grit@kleinerperkins.comFollow on LinkedIn:https://www.linkedin.com/company/kpgritFollow on X:https://x.com/KPGrit​Learn more about Kleiner Perkins: https://www.kleinerperkins.com/ 

In this episode, Steve talks about the 3 ways he grew his business with AI and how both Steve and Dave currently integrate AI in their e-commerce businesses to improve their Shopify stores. They talk about how AI can enhance on-site search, improve product recommendations, identify B2B customers, and maybe even improve customer support.  Steve Chou from My Wife Quit Her Job is back on the podcast!  He's on the podcast to talk about how he incorporates AI into his e-commerce business, how he created custom plugins specifically, and the projects he's working on to increase revenue in his business.  If you're looking into ways you can diversify outside of Amazon, this episode is for you. Sign up for Seller's Summit and catch Mike and Dave in person! You'll be part of an intimate Mastermind session, attending interesting talks with practical strategies and you get to catch up with Mike and Dave in person.   Timestamps 00:00 - Introduction to AI in E-commerce 02:59 - Understanding Traffic Sources and Sales 06:11 - Enhancing On-Site Search with AI 08:54 - Leveraging AI for Product Recommendations 11:53 - Identifying B2B Customers with AI 14:48 - The Future of Customer Support with AI 18:07 - AI's Impact on Amazon and E-commerce 21:08 - Conclusion and Seller Summit Details As always, if you have any questions or anything that you need help with, leave a comment down below if you're interested. Don't forget to leave us a review over on iTunes if you enjoy content like this. Happy selling and we'll talk to you soon!

Meet Daniel D'Souza, Head of Growth at VoiceFlow, a leading platform for building AI-powered customer support agents. Daniel shares how VoiceFlow helps businesses automate support tickets, personalize customer interactions, and improve response times with generative AI. He also discusses the importance of community building, content marketing, and YouTube as a key channel for customer acquisition in the evolving tech landscape.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #275, we welcomed Sagi Reuven, Chief Revenue Officer at Deepdub based in Tel Aviv, Israel. Deepdub is the enterprise voice infrastructure powering AI in production. Deepdub built their credibility in the most demanding voice environments in the world: Hollywood studios, global broadcasters, and premium content pipelines where voice quality, emotional accuracy, and reliability are non-negotiable.Deepdub enables zero-shot voice cloning, voice-to-voice, ADR, accent control, and ultra-low latency delivery designed for systems that operate live, at scale, and in front of real customers.Get started here> https://deepdub.ai/ FYI even better if you let them know that CXC sent you their way!In this episode, Sagi and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.**Episode #275 Highlight Reel:**1. Personalize for problems, not people.2. Keeping top talent by building smarter teams3. AI's impact on leadership & strategy4. The Partnership Economy is here5. Changes to prepare for in the work placeClick here to learn more about Sagi ReuvenClick here to learn more about DeepdubHuge thanks to Sagi for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future. For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Check out the CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future. Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Learn more about the Groundwork Superpack here: https://amelianewcombdressage.com/ultimate-groundwork-superpack/?utm_source=Customer+Support&utm_campaign=GW+2026

Now that AI is taking on admin tasks, what skills do admins need to be showing today to prove their value? We talked to Robert Hosking, Executive Director for Administrative and Customer Support at Robert Half, a sponsor at APC and producer of the Robert Half Salary Guide. Recorded at APC 2025 and produced by the American Society of Administrative Professionals - ASAP. Learn more and submit a listener question at asaporg.com/podcast.

In our last episode of 2025 Bobby Stapleton, Senior Director of Human Support at Intercom, is joined by Franka Martinovic, Director, Customer Support, Intercom, to reflect on a year of rapid change for Intercom's support team. They discuss how AI has shifted support from a reactive function to a consultative, revenue-driving motion, what it takes to scale human support alongside high automation, and the challenges of retaining knowledge while teams evolve. A candid look at what an AI-first support transformation really feels like from the inside.Watch the video here: https://www.youtube.com/watch?v=pxdtQGNN0IcFollow the peoplehttps://www.linkedin.com/in/bobbystapleton/https://www.linkedin.com/in/frankamartinovic/NewsletterSign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Say hiLinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomhttps://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode, we break down Meta's move to centralize Facebook and Instagram support while testing a new AI support assistant. We also explore the reported plan to slash its Metaverse budget by up to 30% and what this signals for the company's shifting priorities.Get the top 40+ AI Models for $20 at AI Box: ⁠⁠https://aibox.aiAI Chat YouTube Channel: https://www.youtube.com/@JaedenSchaferJoin my AI Hustle Community: https://www.skool.com/aihustle---------See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this podcast episode, Dr. Jonathan H. Westover talks with Julia Bersin about the recent report out from the Josh Bersin Company, People Management in the Age of AI: The Rise of the Supermanager. Julia Bersin is currently Associate Director, Research at the Josh Bersin Company - studying people practices and technology that help companies transform work for the future. She has a background in B2B tech with a focus on demand gen & growth. She has experience managing multiple functions and teams and marketing to various industries and roles – including HR, TA, Customer Support & Revenue functions.  Check out all of the podcasts in the HCI Podcast Network!

In this episode of the Healthy, Wealthy and Smart podcast, host Dr. Karen Litzy sits down with Amy-Lynn Taylor, Jane's Customer Insights and Enablement Expert, to discuss the innovative solutions Jane offers to healthcare practitioners. Amy shares her journey from the US support team to her current role, emphasizing the importance of customer feedback in product development. The conversation covers Jane's AI scribe, community building, and upcoming features, providing listeners with insights into how Jane is transforming the healthcare industry.     Takeaways Amy Lynn Taylor emphasizes the importance of customer feedback in product development. Jane offers a free plan for practitioners to try AI Scribe with up to five notes a month. The AI scribe has been a game-changer for many practitioners, improving their workflow. Jane's community-building began organically and remains a priority. The platform integrates AI to enhance user experience and streamline processes. Jane's customer support is highly praised for its dedication and effectiveness. Upcoming features include secure messaging and telehealth capabilities in the client app. Jane websites can now be created quickly with AI, integrating seamlessly with the platform. The platform's community includes Facebook groups for users and non-users to connect. Jane's AI tools help clinics build their social media presence and improve SEO.   Chapters 00:00:00 Introduction and Guest Welcome 00:00:00 Amy Lynn Taylor's Journey and Role 00:00:00 Jane's AI Scribe and Free Plan 00:00:00 Community Building and Customer Support 00:00:00 Upcoming Features and Innovations 00:00:00 Conclusion and Key Takeaways   More About Amy-Lynn: Amy-Lynn is part of the amazing team that helps Jane's Customer Success crew work smarter, not harder. She is passionate about keeping the voice of the customer at the heart of everything I do. That means finding ways to turn feedback into action, streamline processes, and make life easier for the incredible people who spend their day fulfilling Jane's mission to "Help the Helpers." It's part detective work, part problem-solving, and 100% about creating a better experience for everyone.   Resources from this Episode: Jane EMR Jane on Facebook Jane on Instagram Jane App Community on FB Jane App US Billing Community on FB Amy-Lynn on LinkedIn   Jane Sponsorship Information: Book a one-on-one demo here Mention the code LITZY1MO for a free month   Follow Dr. Karen Litzy on Social Media: Karen's Instagram Karen's LinkedIn   Subscribe to Healthy, Wealthy & Smart: YouTube Website Apple Podcast Spotify SoundCloud Stitcher iHeart Radio

In this episode of Screaming in the Cloud, Corey Quinn sits down with Rubrik's GM of AI, Dev Rishi, to unpack the real story behind enterprise AI adoption, the rise of agentic systems, and why most organizations are still stuck in read-only mode. Dev breaks down how Rubrik's Agent Rewind brings safety, observability, and resilience to AI-driven actions, solving the “Oh no, the agent deleted production data” problem before it happens. From deep learning's evolution to the massive gap between consumer AI enthusiasm and enterprise risk posture, this conversation is a candid, insightful look at the AI future Global 2000 companies are racing toward… or cautiously tiptoeing into.Show Highlights(00:25) Understanding Rubrik and Agent Rewind(00:50) Challenges in AI and Disaster Recovery(01:27) Guest Introduction: Dev Rishi from Rubrik(01:44) The Evolution of AI in Enterprises(02:33) Starting an AI Company: The Backstory(05:10) Generative AI and Its Impact(07:15) Enterprise AI Trends and Challenges(08:56) The Future of Agentic AI(18:03) AI in Customer Support(22:03) Rubrik's Acquisition and AI Strategy(29:30) Launching Rubrik Agent Cloud(31:26) Lessons from Starting a Machine Learning Company(35:25) Conclusion and Contact InformationSponsor:Rubrik: https://www.rubrik.com/sitc

Hey CX Nation,In this week's episode of The CXChronicles Podcast #273, we welcomed Varun Sharma, Co-Founder & CEO of Enterpret based in New York, NY. Enterpret provides custom AI to transform how you understand customers – from feedback chaos into clear, confident action. Harness superintelligence that feels like intuition, so your product and CX leaders never miss a signal.The Enterpret platform supercharges teams via advanced LLMs to help brands like Notion, The Farmer's Dog, and Perplexity build better products and experiences.In this episode, Varun and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.**Episode #273 Highlight Reel:**1. On a mission to connect product leaders with their customers2. Pioneering customer intelligence with AI 3. Understand your customers wants & needs 4. Creating actionable reporting to lift your CX & EX 5. VOC support to help grow your business Click here to learn more about Varun SharmaClick here to learn more about EnterpretHuge thanks to Varun for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future. For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Check out the CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future. Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

In this episode of Talk Commerce, Brent Peterson interviews Luca Borreani, co-founder of ZipChat AI. They discuss Luca's journey into the world of AI and entrepreneurship, the functionality of AI agents, and how they can enhance customer interactions and operational efficiency. The conversation also touches on the importance of leveraging AI during peak shopping seasons like Black Friday and Cyber Monday, and concludes with insights on the future of AI in business.TakeawaysLuca Borreani is the co-founder of ZipChat AI, focusing on AI solutions.He started his career in affiliate marketing and e-commerce.AI agents can automate tasks traditionally handled by humans.Promptable AI allows merchants to customize interactions.Transparency about AI usage improves customer experience.AI can proactively engage customers to enhance sales.Operational efficiency is a key benefit of AI agents.Mistakes in AI can be costly, requiring careful implementation.AI's role in e-commerce is growing, especially during peak seasons.Experimenting with AI can lead to significant business improvements.Chapters00:00 Introduction to Luca Borreani and ZipChat AI01:55 Luca's Journey into AI and Entrepreneurship03:15 Understanding AI Agents and Their Functionality06:57 Navigating Customer Interactions with AI10:50 Operational Efficiency through AI Agents13:39 Leveraging AI for Black Friday and Cyber Monday16:19 Final Thoughts on AI in Business

Malcolm Harris brings together three powerhouse guests who are shaping the future of trucking, supply chain, and transportation technology. First up, Kenneth Hanover, Director of North American Sales & Customer Support at Fleetguard (now operating under Atmos), dives deep into the company's Cummins-rooted heritage, its commitment to engineering-first product excellence, and how Fleetguard empowers truckers through right-to-repair advocacy, unmatched warranties, and one-stop filtration solutions. Ken also shares a fun take on how loud an 18-wheeler's horn really should be—and why truckers deserve both a squeaker and a foghorn. Next, Nidhi Gupta, Co-founder and CEO of Portcast, breaks down why visibility tech still leaves operations firefighting—and how predictive logistics, connected data, and AI-powered insights are transforming supply chains from reactive to proactive. She details real-world examples of customers preventing costly disruptions, how predictive ETAs reshape billing and cash flow, and why touchless supply chains aren't futuristic—they're inevitable. Wrapping up the show is Ronak Amin of HERE Technologies, who sheds light on one of trucking's most expensive and shockingly common problems: bridge strikes. Ronak explains why they happen, how HERE's precise commercial-grade mapping and AI help fleets avoid them, and what the future of routing intelligence looks like—especially as electric trucks enter the mainstream. He also shares leadership lessons and how fleets can adopt smarter routing before disaster strikes. ⁠Watch on YouTube⁠ ⁠Visit our sponsor⁠ ⁠Subscribe to the WTT newsletter⁠ ⁠Apple Podcasts⁠ ⁠Spotify⁠ ⁠More FreightWaves Podcasts⁠ #WHATTHETRUCK #FreightNews #supplychain Learn more about your ad choices. Visit megaphone.fm/adchoices

Hey CX Nation,In this week's episode of The CXChronicles Podcast #272, we welcomed Matt Rubright, Chief Customer Officer at Jam.dev based in Seattle, WA. Jam powers the complete software development lifecycle, with AI that eliminates 84% of bug reproduction tasks, so your engineers can ship clean code faster.Jam AI adds the relevant logs and steps to make every bug report actionable. With integrations with best-in-class issue trackers & other product management tools, Jam fits right into EPD workflows.In this episode, Matt and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.**Episode #272 Highlight Reel:**1. Salesforce utilization management in today's world 2. Why you might be over-building your CRM3. Implementing tech changes within an organization 4. Building playbooks to guide your team & create consistency 5. Leveraging 360 feedback to build high-performing teamsClick here to learn more about Matt RubrightClick here to learn more about Jam.devHuge thanks to Matt for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future. For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Check out the CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future. Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Voice support has long been the toughest channel to scale. Bobby Stapleton, Senior Director of Customer Support at Intercom, sits down with Rizwan Sherif, Director of Customer Experience at Credit Repair Cloud, to discuss how Fin Voice has transformed their phone support through instant, 24/7 responses. They also discuss building trust when handling sensitive data, what goes into delivering consistently good omnichannel experiences, and the power of multilingual AI to serve every customer no matter where they are in the world.Watch this episode on YouTube: https://youtu.be/nlPvtM7fRAo?si=vEFD-ieKNFgw5TJQFollow the people:https://www.linkedin.com/in/bobbystapleton/https://www.linkedin.com/in/rizwansherif/NewsletterSign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Explore Fin Voice: https://fin.ai/voiceConnect with us:

In this episode, we break down Wonderful's $100M raise and explore how the company plans to scale its autonomous customer support agents. We also discuss what this funding means for the future of AI-driven service operations.Get the top 40+ AI Models for $20 at AI Box: ⁠⁠https://aibox.aiAI Chat YouTube Channel: https://youtu.be/DltcLPCb_6oJoin my AI Hustle Community: https://www.skool.com/aihustleSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

This week, we chat with Des Traynor! Des is the Co-founder and Chief Strategy Officer of Intercom, the company behind Fin.ai, and he also sits on Intercom's board of directors. Over the years, Des has led teams across Product, Marketing, Customer Support, and Content, playing a key role in shaping Intercom into one of the most influential customer communication platforms in the world. Today, he oversees Intercom's R&D team, based in Dublin and London.Before founding Intercom, Des was a UX consultant, a university lecturer in computer science, and a Ph.D. researcher focused on improving computer science education. He also previously co-founded Exceptional, a software company acquired by Rackspace.Beyond his work at Intercom, Des is an author, speaker, and angel investor, sharing insights on startups, product strategy, and scaling companies through books, podcasts, and conferences. He's also an investor in some of the most notable startups of our time — including Miro, Stripe, Notion, and Hopin.✨ This episode is presented by Brex.Brex: brex.com/trailblazerspodThis episode is supported by RocketReach, Gusto, OpenPhone & Athena.RocketReach: rocketreach.co/trailblazersGusto: gusto.com/trailblazersQuo: Quo.com/trailblazersAthena: athenago.me/Erica-WengerFollow Us!Des Traynor: @destraynorFin AI: fin.ai@thetrailblazerspod: Instagram, YouTube, TikTokErica Wenger: @erica_wenger

Maximizing Business Efficiency with Outsourcing and AI: Insights from Adam O'Connor of Gear Inc.In today's fast-paced business world, balancing growth, customer satisfaction, and operational efficiency is more challenging than ever. In this episode of The Thoughtful Entrepreneur, host Josh Elledge sits down with Adam O'Connor, Chief Commercial Officer at Gear Inc., to explore how outsourcing and AI can help businesses scale without sacrificing quality. Adam shares how Gear Inc. combines global expertise and advanced technology to deliver customer support solutions that strengthen operations and empower internal teams.Building Smarter Businesses Through Outsourcing and AIAdam explains that outsourcing is no longer a cost-cutting tactic but a strategic enabler for companies of all sizes. By partnering with experienced business process outsourcing (BPO) providers, companies can access global talent, improve service quality, and focus on high-value initiatives. Gear Inc. operates across 24 countries, offering multilingual support in over 75 languages, and tailors its services to align seamlessly with each client's workflow.While AI continues to revolutionize customer support, Adam emphasizes that technology alone can't replace human connection. Gear Inc. integrates AI tools to automate repetitive tasks and analyze customer data, but its focus remains on empathy-driven communication and personalized service. “AI enhances efficiency, but it's the people behind it who make customer experiences meaningful,” Adam says.For leaders considering outsourcing, preparation and partnership are key. Adam advises documenting clear processes, defining expectations, and viewing outsourcing as a collaboration—not just a transaction. Businesses that approach BPO strategically can unlock scalability, consistency, and the flexibility needed to thrive in a competitive market.About Adam O'ConnorAdam O'Connor is the Chief Commercial Officer at Gear Inc., a global business process outsourcing company helping organizations streamline operations through AI integration and human-centric customer support. With extensive experience in scaling multinational teams, Adam specializes in helping brands achieve operational excellence and build customer loyalty worldwide.About Gear Inc.Gear Inc. is a global BPO leader offering outsourcing solutions for customer support, trust and safety, social media management, and software development. With a presence in 24 countries and support for over 75 languages, Gear Inc. helps businesses optimize performance, reduce costs, and deliver exceptional customer experiences. Learn more at www.gearinc.com.Links Mentioned in This EpisodeAdam O'Connor on LinkedInGear Inc. WebsiteKey Episode HighlightsOutsourcing is a strategic growth driver, not just a cost-saving measure.AI enhances efficiency but human empathy remains essential in customer experience.Gear Inc. operates in 24 countries with multilingual support for global scalability.Success in outsourcing requires clear documentation, defined goals, and partnership.Combining AI insights with human expertise helps businesses scale sustainably.ConclusionThis conversation highlights how outsourcing and AI can transform the way companies scale, communicate, and deliver...