Podcasts about Customer support

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

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

#SalesforcePartner Rohit Khanna on AI Agents in Customer Service: How Smarsh Achieved 56% Deflection with Agentforce 360 Platform. Rohit Khanna, Chief Customer Officer at Smarsh, reveals how AI agents are revolutionizing customer service automation in financial services compliance. In this episode, learn how Smarsh implemented Salesforce Agentforce to achieve 56% deflection rates, 20% productivity gains, and transformed their customer support operations without hiring additional level-one support representatives.Discover the complete strategy behind deploying AI agents in regulated industries, from building proprietary compliance models to implementing data governance layers that ensure accuracy and regulatory compliance. Rohit shares insider insights on personalizing AI agents (meet "Archie"), managing the transition from chatbots to intelligent agents, and preparing teams for the future of agentic workflows in customer service.Key Topics Covered:- AI Agent Implementation - How Smarsh deployed Agentforce for customer service automation- Real Results - 56% deflection rate, 20% efficiency gains, 25% faster resolutions- Financial Services Compliance - Building AI models for market manipulation, fraud detection, and surveillance- Data Governance - Critical frameworks for deploying AI agents in regulated industries- Personalization Strategy - Why naming the agent "Archie" dramatically increased adoption- Future of Work - From human-in-the-loop to agent-in-the-loop workflows- GenAI vs Purpose-Built Models - When to use general purpose vs specialized compliance AI models- Customer Experience - Balancing automation with trust in financial servicesEpisode Timestamps:00:00 - Introduction to Rohit Khanna and Smarsh02:44 - What is Smarsh? Compliance technology explained04:13 - Building AI from the inside out: Proprietary vs partnered models07:33 - Agentforce implementation journey and challenges12:26 - Results: 56% deflection rate and productivity gains15:25 - The power of personalization: Why "Archie" matters18:21 - Trust and data governance in regulated industries22:11 - Data governance layers and policy management25:49 - Human-in-the-loop vs agent-in-the-loop29:10 - Upskilling teams for the AI-powered future32:11 - Intelligent agents for financial crime detectionAbout Rohit Khanna:Rohit Khanna is the Chief Customer Officer at Smarsh, overseeing global customer support, consulting, migrations, managed services, and Smarsh University. With nearly six years at Smarsh, Rohit has led the company's transformation into AI-powered compliance solutions, managing teams across the Philippines, India, Belfast, Costa Rica, UK, and US.About Smarsh:Smarsh is the leading compliance technology provider for regulated industries, specializing in electronic communications archiving, surveillance, and AI-powered financial crime detection. For 20 years, Smarsh has been the trusted custodian of communications data for major financial institutions worldwide, using proprietary AI models and GenAI agents to detect misconduct, reduce false positives, and ensure regulatory compliance.Resources Mentioned:- Salesforce Agentforce- Salesforce Agentforce for Service- Digital Reasoning (acquired by Smarsh)---Book Enterprise Training — [https://www.upscaile.com/](https://www.upscaile.com/)Subscribe to our free newsletter — [https://www.theaireport.ai/subscribe-theaireport-youtube](https://www.theaireport.ai/subscribe-theaireport-youtube)---What's your experience with AI agents in customer service? #AIAgents #CustomerService #Agentforce #Salesforce #ComplianceTechnology #FinancialServices #GenAI #CustomerExperience #AIAutomation #AgenticWorkflows #DataGovernance #FinancialCompliance #CustomerSupport #AIinBusiness #Smarsh

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!!

With this raise, they're tackling the biggest friction points in customer service. Their AI reduces complexity and speeds up resolutions. A major shift is underway in the support landscape.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/aihustleSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode, I sat down with Ryan Wang, CEO & Co-Founder of Assembled, the AI-powered workforce management platform transforming how companies run customer support.We dived into:• The spark behind founding Assembled• The misconception around AI “replacing” roles• Key differences between U.S. and European adoption of AI• How agentic AI could reshape frontline support• What CX and CS teams must prepare for over the next 3–5 yearsA must-listen for anyone building in AI, customer operations, or scaling support teams globally.

In Episode 263 of the Sports Therapy Association Podcast, host Matt Phillips is joined by Rehab Guru founders David Barrow and Simon Taylor. Designed for modern health professionals, Rehab Guru is an online platform that streamlines every aspect of your clinic, from bookings, treatment notes, invoicing to digital forms, alerts, and world-class exercise prescription. David & Simon reveal new features & integrations (bookings, invoicing, treatment notes, Scan.com) and expanded customer support. Also discussed are new AI tools for transcribing notes, auto-generating and progressing exercise programs, secure UK data handling, and how the platform aims to reduce clinician burnout, improve patient follow-up, and simplify practice workflows. Rehab Guru has a new partnership with the Better Clinician Project (Ben Cormack & Adam Meakins), meaning that Rehab Guru Exercise Prescription software licences now come with free membership of the Better Clinician Project, and vice-versa. Like the STA, Rehab Guru will be at Therapy Expo this coming 26th & 27th of November at the NEC Birmingham, so if you are coming this year be sure to visit the STA stand at TE7, and Rehab Guru at stand TB31. Chapter Markers 00:00:00 - Welcome to the Sports Therapy Association Podcast   00:02:55 - David Barrow & Simon Taylor of Rehab Guru   00:07:53 - Understanding Rehab Guru   00:12:02 - Enhancements and New Features   00:15:07 - Avoiding Burnout in Healthcare   00:15:33 - Pricing Strategies and Community Impact   00:18:31 - Partnering for Better Care   00:20:28 - Addressing Clinical Isolation   00:27:21 - Customer Support and Success   00:29:39 - AI Innovations in Healthcare   00:33:29 - Embracing AI in Practice   00:37:02 - Launching a New Clinic   00:44:00 - Creating a Patient-Centric Experience   00:47:48 - Exploring Scan.com Integration   00:50:07 - The Role of AI in Therapy   00:54:27 - Data Protection and AI Usage   00:58:51 - Therapy Expo Highlights and Offers   01:01:22 - Closing Remarks and Next Episode   Useful Links Rehab Guru Website Better Clinician Project Website Therapy Expo Website Sports Therapy Association Website   Host Matt Phillips - Speaker at Therapy Expo If you are a clinician who is interested in improving your communication skills, be sure to attend Matt Phillips' presentation at this year's Therapy Expo: '

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.

Intercom co-founder and CSO Des Traynor joins OPTO Sessions to unpack the company's AI-first shift and Fin, the 27-part AI customer service agent that delivers better, faster answers up to 94% of the time.-----The content in this podcast is for informational purposes only. Opto Markets LLC does not recommend any specific securities or investment strategies. Investing involves risk & investments may lose value, including the loss of principal. Past performance does not guarantee future results. Investors should consider their investment objectives and risks carefully before investing. The information provided is not an endorsement of this product and is for information and/or educational purposes only.

Welcome back to the Alt Goes Mainstream podcast.Today's episode welcomes a pioneer and visionary in enterprise software investing to Alt Goes Mainstream.Robert F. Smith is the Founder, Chairman, and CEO of $100B AUM Vista Equity Partners. He sits on the firm's Investment Committees for Vista's Flagship, Foundation, Endeavor, and Perennial Funds and serves as a member of Vista's Executive committee. Vista's portfolio spans 90 enterprise software, data, and technology-enabled companies that employ over 100,000 people worldwide.He's also heavily involved and committed to the firm's wealth channel efforts, serving as the Chairman and Investment Committee member for VistaOne, the firm's evergreen private equity vehicle. Since Vista's founding, Robert has supervised on over 600 completed transactions that represent more than $330B in aggregate transaction value.Robert founded Vista after a career at Goldman Sachs in tech investment banking, where he was Co-Head of Enterprise Systems and Storage, executing and advising on over $50B in M&A activity with companies that were foundational players in the early days of the internet and technology, including Apple, Microsoft, Texas Instruments, eBay, and Yahoo.Robert has an innate understanding of technology and the trends that are shaping the way that companies and people interact with the world and conduct business. It's no surprise that he was early in seeing the rise and impact of AI because he was early in seeing the dawn of the internet in the 1990s.Robert and I had a fascinating and thought-provoking conversation about the evolution of both enterprise software and Vista as a firm. We covered:The early days of enterprise software and what Robert saw then that gave him conviction to focus on enterprise software as a banker and then as an investor building Vista.The investment characteristics of enterprise software.The power of product superiority in enterprise software.Why “sovereignty and dominion of data” are so important — and why it matters for AI.Can the “Rule of 40” become the “Rule of 50, 60, 70” with AI?What aspect of AI is most impactful for companies.How Vista approaches value creation.What it took to scale Vista to a $100B investment platform.Why the wealth channel is core to Vista's business and the firm's DNA.Thanks Robert for coming on the show to share your expertise, wisdom, and passion for enterprise software and building businesses.Show Notes00:00 Introduction to Ultimus, Our Sponsor01:20 Welcome to the Alt Goes Mainstream Podcast02:05 Robert F. Smith's Background and Career04:33 Robert's Engineering Background04:58 Chemical Engineering and Business Management05:25 Early Career Projects and Productivity06:42 Vista's Systemic Process Improvement07:08 Enterprise Software Investment Strategy11:11 Product Superiority and Execution Excellence16:03 AI's Impact on Enterprise Software22:58 Cultural Importance in Enterprise Software28:05 Enterprise Software Investment Profile28:45 Founding Vista and Early Market Insights29:08 Mission Criticality in Enterprise Software29:57 Economic Rent Capture Opportunities30:36 Transitioning to Hosted Environments31:37 Rule of 40 and Gen AI Efficiency32:56 Cost Dynamics and Gen AI33:35 Customer Support and Sales Efficiency35:04 Agentic AI and Exponential Opportunities36:37 Challenges in Enterprise AI Implementation39:08 Internal Use of AI at Vista43:49 Managing Agents vs. Human Interaction44:31 Creative Uses of AI45:00 Defining Gen AI and Agentic AI46:28 Enterprise Software and Agentic AI47:30 Impact of AI on Companies50:17 Evolution of Vista and New Investors50:42 Democratizing Investment Opportunities51:47 AI in Wealth Management52:55 Conclusion and Final ThoughtsEditing and post-production work for this episode was provided by The Podcast Consultant.

In this episode, Peter Maddison and Dave Sharrock welcome Rick Delisi, Lead Research Analyst at Glia and co-author of "The Effortless Experience" and "Digital Customer Service," to discuss how AI is transforming customer service in banking and credit unions.Rick reveals why the future of contact centers isn't about eliminating human interaction; it's about automating the routine so humans can focus on building real relationships. Learn how banks are breaking the age-old trade-off between efficiency and customer experience, and why starting with internal-facing AI tools is the safest path to transformation.Discover the surprising truth about which customer satisfaction metric actually predicts loyalty (hint: it's not what most companies are measuring), and why customer expectations for AI are shaped more by bad experiences with other companies than by anything your organization does.THREE KEY TAKEAWAYS:1. AI for Everyone, Not Just Customers: AI can transform your entire organization, from helping frontline agents with real-time guidance, to giving managers instant analysis capabilities, to enabling executives to make data-driven strategic decisions. The most successful implementations use AI across all levels: customers, agents, managers, and executives.2. Start Internal, Then Scale Outward: Begin with internal tools that help agents, managers, and executives first. This builds confidence, allows teams to experience the technology firsthand, and creates incremental improvements that build organizational trust. By the time you roll out customer-facing AI, your entire team understands and trusts the system.3. The best predictor of customer loyalty isn't satisfaction scores or Net Promoter Score, it's the Customer Effort Score. Ask customers, "How much effort was required for you to get what you needed?" after each interaction. Low-effort experiences drive loyalty, and this metric gives you actionable insights into where to improve your service processes.CONTACT US:Email: feedback@definitelymaybeagile.comDefinitely Maybe Agile explores the complexities of adopting new ways of working at scale, covering digital transformation, agile practices, and DevOps in enterprise environments.#AI #CustomerService #Banking #DigitalTransformation #ContactCenter #CreditUnions #CustomerExperience #Glia #FinancialServices #AgileTransformation

Hey CX Nation,In this week's episode of The CXChronicles Podcast #271, we welcomed Marcus Smith, CEO at Cloud Trailz based in Atlanta, GA. Cloud Trailz offers their customers Saleforce help without all of the hassle by providing professional, expert users that come with the playbooks required to achieve utilization & success with the world's largest CRM. In this episode, Marcus 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 #271 Highlight Reel:**1. Salesforce utilization management in today's world  2. Why you might be over-building your CRM 3. Implementing tech changes within an organization  4. Building playbooks to guide your team & create consistency  5. Leveraging 360 feedback to build high-performing teams Click here to learn more about Marcus Smith Click here to learn more about Cloud TrailzHuge thanks to Marcus 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!!

Hey CX Nation,In this week's CXWeekly Update episode I walk through some ideas, goals & CTAs that me & the team at CXC have been focused on.Full candor, we're in a full blown sales sprint to the end of the year to close 2025 with a bang & tee up the best year yet in 2026.We're also working on a ton of new customer focused business content -- including my 2nd book "Make Happiness A Habit" that we are launching in the New Year. Don't worry we have a ton of amazing guest interviews coming down the pipeline over the next couple of weeks.Part of our goal at CXC is to create some of the best customer focused business leader content, including short episodes like these CXWeekly updates that are digestible, actionable & most importantly entertaining for all of you.Huge thanks for all of you who helped to celebrate our 5 year anniversary of building CXChronicles, it's been a hell of a journey. Approaching 300+ episodes of customer focused business contentWorked with 150+ companies across the world helping make customer & employee happiness a habitPartnered with biggest players in software & technology including Salesforce, Hubspot, Intercom, Zendesk, & Freshworks.Launched CXC Healthzone Intelligence Platform, go see how your company's CX stacks up the rest. 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!!

Holly and Ethan have been dating for a little over four months after first meeting on a dating app. Holly tells us things have been great for the most part, but she tells us that she knows Ethan was a “player” before they started dating, but some of her friends told her that they still see Ethan on Bumble. Holly wanted to see if Ethan still had the app and even though he didn't, he did have a hidden photo album of screenshots from Bumble.    We call Ethan pretending to work for Bumble's Customer Support and when we ask Ethan about his experience on the app, he admits more than we originally thought. Find out what's really going on in this week's War Of The Roses! 

Holly and Ethan have been dating for a little over four months after first meeting on a dating app. Holly tells us things have been great for the most part, but she tells us that she knows Ethan was a “player” before they started dating, but some of her friends told her that they still see Ethan on Bumble. Holly wanted to see if Ethan still had the app and even though he didn't, he did have a hidden photo album of screenshots from Bumble.    We call Ethan pretending to work for Bumble's Customer Support and when we ask Ethan about his experience on the app, he admits more than we originally thought. Find out what's really going on in this week's War Of The Roses! 

When you build a software business as a founder, you have a dream. Building. Features. APIs. UIs.But how much of that is JUST a dream, and what REALLY leads to paying customers?This episode of The Bootstraped Founder is sponsored by Paddle.comYou'll find the Black Friday Guide here: https://www.paddle.com/learn/grow-beyond-black-fridayThe blog post: https://thebootstrappedfounder.com/the-things-your-customers-dont-care-about/The podcast episode: https://tbf.fm/episodes/422-the-things-your-customers-dont-care-aboutCheck out Podscan, the Podcast database that transcribes every podcast episode out there minutes after it gets released: https://podscan.fmSend me a voicemail on Podline: https://podline.fm/arvidYou'll find my weekly article on my blog: https://thebootstrappedfounder.comPodcast: https://thebootstrappedfounder.com/podcastNewsletter: https://thebootstrappedfounder.com/newsletterMy book Zero to Sold: https://zerotosold.com/My book The Embedded Entrepreneur: https://embeddedentrepreneur.com/My course Find Your Following: https://findyourfollowing.comHere are a few tools I use. Using my affiliate links will support my work at no additional cost to you.- Notion (which I use to organize, write, coordinate, and archive my podcast + newsletter): https://affiliate.notion.so/465mv1536drx- Riverside.fm (that's what I recorded this episode with): https://riverside.fm/?via=arvid- TweetHunter (for speedy scheduling and writing Tweets): http://tweethunter.io/?via=arvid- HypeFury (for massive Twitter analytics and scheduling): https://hypefury.com/?via=arvid60- AudioPen (for taking voice notes and getting amazing summaries): https://audiopen.ai/?aff=PXErZ- Descript (for word-based video editing, subtitles, and clips): https://www.descript.com/?lmref=3cf39Q- ConvertKit (for email lists, newsletters, even finding sponsors): https://convertkit.com?lmref=bN9CZw

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

Découvrez la carrière incroyable de Romain, qui a commencé dans le Customer Support chez CCP sur Eve Online, pour ensuite devenir Game Developer chez Ankama !Notes de l'épisode : LinkedIn : https://www.linkedin.com/in/rthery/Mastodon : https://mastodon.gamedev.place/@xiaoluomanDrag'n Boom : https://www.ankama.com/en/games/drag-boomDefold : https://defold.com/Game Programming Patterns : https://gameprogrammingpatterns.com/Jackson Dunstan : https://www.jacksondunstan.com/

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...

What if every customer interaction – from sales to success – could be handled seamlessly by one Customer Agent? In this episode, Franka Martinovic, Director of Customer Support at Intercom, sits down with Rati Zvirawa, Director of Product Management at Intercom, to discuss the bold vision behind this reality we're moving towards with Fin. They discuss how a Customer Agent removes friction from the customer journey, the opportunities this unlocks for CX leaders, and why the companies leaning in early are gaining a powerful competitive edge.Watch this episode on YouTube: https://youtu.be/n1zKLUphn2c?si=cZtofh_5URe6yovoNewsletterSign 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/Learn more about Pioneer: pioneer.fin.aiExplore Fin: https://www.fin.aiRead customer success stories: https://www.intercom.com/customersProduct FAQs: https://www.intercom.com/helpSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Customer support platforms lacked adequate solutions for B2B companies - until Pylon entered the scene.We sat down with Pylon cofounders Marty Kausas, Advith Chelikani, and Robert Eng to discuss why they went into B2B, how they plan to beat huge competitors, and why they still live together in a windowless apartment and work 9-9-6 hours despite having raised tens of millions.Follow Pylon on X: https://x.com/usepylonFollow Marty on X: https://x.com/marty_kausasFollow Advith on X: https://x.com/advith_cFollow Robert on X: https://x.com/rengrenghelloFollow Jennifer on X: https://x.com/JenniferHli Check out everything a16z is doing with artificial intelligence here, including articles, projects, and more podcasts. Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

In this WP Builds podcast episode, Nathan Wrigley chats with Amadeu Arderiu about three innovative WordPress AI projects: ploogins.com, an AI-powered search engine for both free and premium plugins. Joinchat, a plugin that adds an AI chatbot to your site, answering queries using your website's content. And Suggerence, an experimental tool that lets users interact with, and build inside, the Gutenberg block editor using AI-driven natural language and even drawings! They discuss technical challenges, future possibilities, monetisation, and the evolving role of AI in WordPress. Go listen...

AI is giving customer service a long-overdue promotion. But what does that really mean? In this episode, Leanne Harte, Senior Manager of Customer Support at Intercom, sits down with Guneet Singh, VP of Customer Experience and Care at AppFolio, to discuss how AI is transforming support from a cost center into a growth engine. They unpack how to rethink ROI beyond cost savings, build systems that keep AI performing at its best, and reimagine team roles, culture, and success metrics in an AI-first world.Watch this episode on YouTube: https://youtu.be/JQufKRxPKjU?si=BqxKaelTPgijwU5pNewsletterSign 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/Learn more about Pioneer: pioneer.fin.ai Explore Fin: https://www.fin.aiRead customer success stories: https://www.intercom.com/customersProduct FAQs: https://www.intercom.com/help See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

This episode is sponsored by AGNTCY. Unlock agents at scale with an open Internet of Agents.  Visit https://agntcy.org/ and add your support. Why do so many chatbots fail in the real world, and how can AI agents actually fix customer support? In this episode of Eye on AI, host Craig Smith explores how teams move beyond scripted bots to production-grade AI agents that resolve real issues across chat, email, and voice. We look at what makes agents reliable at scale, how to configure them safely, and how to manage them like digital workers alongside your human team. Learn how leading companies approach agent onboarding and governance, which pitfalls to avoid, and which metrics matter most for success, including resolution rate, CSAT, and cost per resolution. You will also hear how to enable actions like refunds and returns through secure procedures, design human handoff that customers appreciate, and build an omnichannel rollout plan that scales responsibly. ​​Stay Updated: Craig Smith on X:https://x.com/craigss Eye on A.I. on X: https://x.com/EyeOn_AI

About Sachin Jain:Sachin Jain is the Co-founder and CEO of Requestly, the browser-based API mocking and testing platform used by over 300,000 developers worldwide. After transforming a weekend Chrome extension project into a Y Combinator-backed company (one of 414 accepted from 17,000 applications), Sachin led Requestly through a successful acquisition by BrowserStack earlier this year. His journey from Google intern and Adobe engineer to successful founder showcases the power of solving your own problems first.About Requestly:Requestly is a developer-first platform that simplifies API mocking, testing, and network request interception directly in the browser. Born from a frustrated developer's need to debug minified JavaScript in production, Requestly eliminates the need for bulky proxy tools by offering a simple Chrome extension that lets developers modify headers, redirect scripts, and mock API responses. The platform has become essential for frontend teams building against incomplete backends.Show Notes:00:00 From Developer to Founder00:32 The P0 Bug That Sparked a Business Idea02:52 Building an MVP in 30 Minutes03:04 Identifying a Problem: The Birth of Requestly05:05 From JavaScript Redirector to API Platform Evolution05:52 The Evolution of Requestly08:21 Organic Growth Without Landing Pages or Marketing08:55 Open Source vs. Monetization10:20 The Open Core Model12:10 Navigating Y Combinator: Tips for Success13:11 What Made Sachin's YC Application Stand Out14:50 Building a Developer Community16:39 Company Culture as Product Differentiation17:57 Acquisition Insights: Choosing the Right Buyer19:45 Customer Support as Competitive Advantage21:01 Post-Acquisition Journey23:53 Lessons Learned: Growth and Adaptation as a Founder24:38 Why Optimize for Right Buyer, Not Price27:57 Personal Growth: From Engineer to CEO

Download our “Tell a Better Story, Win Better Clients” E-book at https://working-towards.com/What if customer support could become one of your most powerful growth engines? Pierre Latscha, Co-founder and CCO of Onepilot, a tech-forward customer care outsourcing platform combining AI automation with real human agents — 24/7 and multilingual.We unpack how Pierre and his four co-founders launched Onepilot during the pandemic, scaled to $30M+ in ARR, and are now transforming customer service into a revenue-driving profit center.

Ruth O'Brien, Senior Director of AI Support at Intercom, and Declan Ivory, VP of Customer Support at Intercom, dive into Fin Procedures – a powerful new way for Fin AI Agent to handle complex, multi-step queries. Hear how Intercom's own support team is using Procedures in practice, and the impact customers are seeing so far – from higher resolution rates to improved CSAT.Learn more about Procedures here: https://fin.ai/proceduresWatch this episode on YouTube:Follow the peoplehttps://www.linkedin.com/in/ruthieob/https://www.linkedin.com/in/decivory/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.

Intercom's Senior Director of AI Support, Ruth O'Brien, and VP of Customer Support, Declan Ivory, recap Pioneer, our summit for AI customer service leaders. They cover the announcement of Fin 3, the best-performing AI Agent capable of handling the most complex queries, our vision for a Customer Agent future, ideas on AI as a convergent force, and more.Watch talks from Pioneer here: https://pioneer.fin.ai/Watch this episode on YouTube: https://youtu.be/crsUL6wmItg?si=ZuKEN-b5vtDP4YinFollow the peoplehttps://www.linkedin.com/in/ruthieob/https://www.linkedin.com/in/decivory/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.

One of the biggest benefits of selling direct is having complete control over your fans' customer experience, but even the best entrepreneurs out there sometimes find themselves facing a tricky customer service issue. In this episode, Lauren & Matt share their strategies for providing top tier support for your customers. Whether you're taking preventative measures, planning a proactive approach, or providing solutions to unexpected problems, we're here to help you help your customers. Dive Deeper

Cutting support costs usually tanks experience—unless you redesign the system. Veronica Moturi shares how Brinks built an AI “first line,” kept humans for nuance, and improved accuracy by unifying data, verification, and troubleshooting. If you're scaling support, this is your roadmap to trust, speed, and measurable unit economics.   Veronica: www.linkedin.com/in/veronica-moturi Brinks Home: brinkshome.com Jon: www.linkedin.com/in/jon-mclachlan 
 Sasha: www.linkedin.com/in/aliaksandr-sinkevich  YSecurity: www.ysecurity.io 

Hey CX Nation,In this week's episode of The CXChronicles Podcast #269, we welcomed Valerie Li,  Co-Founder & CEO of Duckie.ai based in San Francisco, CA.Duckie. ai is a no-code platform for customer support teams to build their own AI agents to deflect tickets and automate repetitive processes.In this episode, Valerie and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Michele & her team think through on a daily basis to build world class customer experiences.**Episode #269 Highlight Reel:**1. AI-Driven Support Is The Future 2. Enhancing CX and EX Through AI 3. Building Customizable AI Support Bots4. Leveraging Engineering For Strategic Growth 5. AI-Powered Customer Feedback Analysis  Click here to learn more about Valerie LiClick here to learn more about Duckie.aiHuge thanks to Valerie for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & contact center space into the future. For Apple & Spotify podcast listener friends, make sure you are following CXC & 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 to name a few) & 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!!

Maximizing Credit Card Rewards with CardPointers: An Interview with Brooke In this episode of the Hurdy Gurdy Travel Podcast, host Justin Vacula discusses maximizing credit card rewards with guest Brooke, a representative from CardPointers. They delve into the benefits of the CardPointers app and browser extension, which help users automatically activate offers and identify the best cards for specific purchases to maximize points and cashback. They also discuss the features of the app, including the new Version 7 updates, autopilot features for Apple users, and integration with car play. Brooke shares personal stories of how CardPointers has helped users save money and increase their rewards. They also touch on upcoming travel events where both will be speaking, and emphasize the importance of using credit cards responsibly for travel benefits. 00:00 Introduction to Hurdy Gurdy Travel Podcast 00:44 Meet Brooke and the CardPointers App 01:46 Purple Adventures and Podcast Guests 03:12 Points and Miles Stories 05:29 CardPointers Features and Benefits 16:56 Browser Extension and Shopping Tips 24:48 Upcoming Events and Announcements 27:36 Special Offers and Discounts 29:22 Monthly Meetups and Events 30:23 Card Pointers App Features 33:30 Using Card Pointers While Traveling 37:00 Future Updates and Integrations 37:52 The Case for the Plum Card 40:55 Customer Support and User Stories 51:17 Final Thoughts and Closing Announcements —

In this special Academy of Insurance Aftershow with Patrick Wraight, George Jack switches roles from host to instructor, sharing insights from his class on customer support! He emphasizes … Read More » The post Customer Support and Human Connection | IJA Aftershow: George Jack appeared first on Insurance Journal TV.

In this episode, we dive into how AI agents are changing customer support (CX) and operations for DTC brands.Dom Steil, CEO and Founder of StateSet, shares how his platform automates complex tasks like warranty replacements and subscription changes while keeping a personal touch.He explains the difference between AI agents and chatbots, how to maintain data safety and security, and why brands in hyper-scaling mode should adopt this technology to handle increased ticket volume.Topics discussed in this episode:  How AI agents automate complex customer outcomes.What iCommerce (intelligent commerce) means for DTC.Why speed and 24/7 service builds customer trust.How AI agents save customers from subscription cancellation.What integration with DTC tech stacks looks like.How multi-language support works for international brands.What guardrails prevent AI from making errors or "hallucinating".Why hyper-scaling brands need AI to avoid scaling OPEX.What the future of AI-to-AI agent communication is.How to prepare operations for BFCM volume surge.Links & Resources Website: https://www.stateset.com/LinkedIn: https://linkedin.com/in/domsteilX/Twitter: https://x.com/domsteilGet access to more free resources by visiting the show notes at https://tinyurl.com/55m5sdds______________________________________________________ LOVE THE SHOW? HERE ARE THE NEXT STEPS! Follow the podcast to get every bonus episode. Tap follow now and don't miss out! Rate & Review: Help others discover the show by rating the show on Apple Podcasts at https://tinyurl.com/ecb-apple-podcasts Join our Free Newsletter: https://newsletter.ecommercecoffeebreak.com/ Support The Show On Patreon: https://www.patreon.com/EcommerceCoffeeBreak Partner with us: https://ecommercecoffeebreak.com/podcast-sponsorship/

Hey CX Nation,In this week's episode of The CXChronicles Podcast #267, we welcomed Michele Shane, SVP Business Development at UJet.CX based in San Francisco, CA. UJET is a next-generation cloud contact center platform that leverages AI to modernize the customer experience. The UJet.CX platform & services embed intelligent automation at every touchpoint, empowering agents, optimizing customer journeys, and transforming operations into real-time insight engines.In this episode, Michele and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Michele & her team think through on a daily basis to build world class customer experiences.**Episode #267 Highlight Reel:**1. Human-centric approach to CX & growing your business 2. Power of people over technology & building your vision 3. Slow is smooth & smooth is fast 4. Importance of constant feedback from customers, employees & builders 5. Taking action on the right bits of customer feedback Click here to learn more about Michele ShaneClick here to learn more about UJet.CXHuge thanks to Michele for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & contact center space into the future. For Apple & Spotify podcast listener friends, make sure you are following CXC & 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 to name a few) & 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? Be one of our Pioneer users of the recently launched 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!!

Adam Torres had a talk with Jonathan Shroyer, CEO of Quimbi.ai, to unpack his new venture: “agentic AI” super agents that plug into a company's stack (game data, Jira, CRM, Reddit, etc.), pre-draft hyper-personalized replies, flag fraud, suggest incentives, and help agents architect player/customer outcomes. Jonathan shares early traction (founded in May, first customers live, 20+ in pipeline), the plug-and-play rollout, and why this will be table stakes in five years. Follow Adam on Instagram at https://www.instagram.com/askadamtorres/ for up to date information on book releases and tour schedule. Apply to be a guest on our podcast: https://missionmatters.lpages.co/podcastguest/ Visit our website: https://missionmatters.com/ More FREE content from Mission Matters here: https://linktr.ee/missionmattersmedia Learn more about your ad choices. Visit podcastchoices.com/adchoices

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⁠Adam Torres⁠ had a talk with ⁠Jonathan Shroyer⁠, CEO of Quimbi.ai, to unpack his new venture: “agentic AI” super agents that plug into a company's stack (game data, Jira, CRM, Reddit, etc.), pre-draft hyper-personalized replies, flag fraud, suggest incentives, and help agents architect player/customer outcomes. Jonathan shares early traction (founded in May, first customers live, 20+ in pipeline), the plug-and-play rollout, and why this will be table stakes in five years. Follow Adam on Instagram at ⁠https://www.instagram.com/askadamtorres/⁠ for up to date information on book releases and tour schedule. Apply to be a guest on our podcast: ⁠https://missionmatters.lpages.co/podcastguest/⁠ Visit our website: ⁠https://missionmatters.com/⁠ More FREE content from Mission Matters here: ⁠https://linktr.ee/missionmattersmedia⁠ Learn more about your ad choices. Visit podcastchoices.com/adchoices

In this episode of The Ticket, Vanta's Director of Customer Support, Margarita Wilshire, joins Intercom's Senior Director of Human Support, Bobby Stapleton, to share how her team blends human expertise, customer education, and AI innovation to deliver fast, trustworthy, and scalable support – while keeping customer experience at the heart of everything they do.Watch this episode on YouTube: https://youtu.be/72V2C-QR6pw?si=BnGXQQNR-mYLAriOFollow the peoplehttps://www.linkedin.com/in/bobbystapleton/https://www.linkedin.com/in/margaritawilshire/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.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #266, we welcomed Adam Coffey, Founding Partner of The Chairman Group based in Dallas, TX.The Chairman Group™ is a consulting firm founded by Adam Coffey.  Adam spent 21 years building 3 national companies for 9 private equity firms.  During his career Adam completed 58 acquisitions and had $2.4 billion in successful exits.  As an author, Adam's books "The Private Equity Playbook" (2019) (2024), "The Exit Strategy Playbook" (2021) and Empire Builder (2023) all became #1 Amazon Best Sellers.His mission today is to help business owners, private equity firms and executives maximize outcomes. In this episode, Adam and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Adam & his team think through on a daily basis to build world class customer experiences.**Episode #266 Highlight Reel:**1. The "Pilot's Philosophy": Know Your Destination 2. Fixing what matters most in any customer experience 3. Focusing on the "high-value" work as a Founder/CEO 4. Avoiding arrogance & mastering the art of delegation 5. Dreamers vs. Does -- stop dreaming & start doing Click here to learn more about Adam CoffeyClick here to learn more about The Chairman GroupHuge thanks to Adam for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & private equity space into the future. For Apple & Spotify podcast listener friends, make sure you are following CXC & 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 to name a few) & 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? Be one of our Pioneer users of the recently launched 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!!

Yoav Oz is the Co-Founder and CEO of Rep AI, the conversational commerce platform giving online shoppers the kind of guided experience you'd expect from an in-store salesperson.The spark came from Yoav's own frustration: landing on ecommerce sites where he was ready to buy but stuck with eight pages of product copy and no one to answer his questions. Call centers felt broken. Chatbots felt generic. Out of that gap came Rep,  short for “representative”: an AI sales assistant trained to step in at the exact right moment, with the context of everything a shopper has clicked, viewed, or abandoned.Yoav isn't building alone. Alongside him is Shauli Mizrahi, Rep's CTO and co-founder, who brings years of experience in behavioral AI. Together, they've built a tool that doesn't just cut support costs: it upsells, converts hesitant browsers, and helps brands maximize the traffic they've already paid to bring in.Their story blends SaaS know-how with ecommerce scrappiness: from proving AI could act like a real salesperson, to showing how conversational data can optimize entire funnels, to scaling integrations that slot into any brand's existing stack.Whether you're running a DTC store, trying to push up average order value, or rethinking how AI fits into your tech stack, Yoav shares a candid look at why the ecommerce funnel is broken and how Rep AI is working to fix it.In This Conversation We Discuss: [00:48] Intro[01:22] Sharing career paths before entrepreneurship[03:23] Bridging gaps between chatbots and consumers[07:01] Shifting mindset from support to revenue[08:33] Training AI with millions of conversations[12:55] Optimizing websites beyond guesswork[15:41] Creating experiences that drive purchases[17:16] Personalizing offers beyond discounts[18:11] Customizing tone of voice for every brandResources:Subscribe to Honest Ecommerce on YoutubeeCommerce shopping AI agent www.hellorep.ai/Follow Yoav Oz linkedin.com/in/yoavozFollow Shauli Mizrahi linkedin.com/in/shaulimizrachyIf you're enjoying the show, we'd love it if you left Honest Ecommerce a review on Apple Podcasts. It makes a huge impact on the success of the podcast, and we love reading every one of your reviews!

Hey CX Nation,In this week's episode of The CXChronicles Podcast #265, we welcomed Mario Baddour, President & CEO of InteLogix, based in Park City, UT. InteLogix provides customer experience (CX) solutions and accounts receivable management (ARM) operations that enhance customer loyalty and revenue for their clients. They combine human engagement with digital tools and automation to minimize customer effort and boost loyalty by offer long-term value through scalable CX and both first-party and third-party ARM operations.Their mission is to make lives better by engaging, listening, and resolving consumer concerns and obligations with empathy and innovation. And advocate for their clients brands and reputations as their own.In this episode, Mario and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at InteLogix think through on a daily basis to build world class customer experiences.**Episode #265 Highlight Reel:**1. Focusing on building an elite Team above all else to drive success & growth 2. Solving problems for your customers & providing constant value  3. Structuring & configuring your data before finding the optimal tech-solutions 4. Building & deploying living playbooks to propel your team forward rapidly 5. Taking customer data & feedback to drive product development Click here to learn more about Mario BaddourClick here to learn more about InteLogixHuge thanks to Mario for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer contact space into the future.For Apple & Spotify podcast listener friends, make sure you are following CXC & 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 to name a few) & 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? We launched 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 the pillars upon an AI-powered foundation for the future. Huge thanks 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!!

Logan is joined by Marc Benioff, the legendary co-founder and CEO of Salesforce, for a wide-ranging conversation on the rise of AI in enterprises. Marc explains how Salesforce has become the testing ground for its own “agentic” technology, using AI agents to handle customer support, boost sales, and transform marketing. He also shares his perspective on what's hype vs. reality in the AI race, the opportunities for startups, and why the future is about humans and agents working together. (00:00) Introduction and Salesforce's Lead Management (00:35) Reflecting on the Last Eight Months (01:14) The Impact of AI on Salesforce Operations (02:15) AI's Role in Customer Support and Sales (03:45) Salesforce's Vision for an Agentic Enterprise (05:00) Public Market Sentiment and AI Adoption (06:15) Salesforce's Data and Application Foundations (08:13) The Future of CRM and ITSM Markets (12:57) Managing Agents and Human Workers (17:45) Salesforce's Growth and AI Product Line (19:38) Pricing Models and Customer Success Stories (23:26) The Role of AI in Different Market Segments (28:51) Salesforce Ventures and Startup Investments (36:05) Advice for Young Professionals and Future Trends (41:04) Dreamforce Executive Producer: Rashad Assir Producer: Leah Clapper Mixing and editing: Justin Hrabovsky Check out Unsupervised Learning, Redpoint's AI Podcast: https://www.youtube.com/@UCUl-s_Vp-Kkk_XVyDylNwLA

Hey CX Nation,In this week's episode of The CXChronicles Podcast #264, we welcomed Mika Yamamoto, Chief Customer and Marketing Officer at Freshworks based in San Mateo, CA. Freshworks Inc. (NASDAQ: FRSH) builds uncomplicated service software that delivers exceptional customer and employee experiences. Their enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Their people-first approach to AI eliminates friction, making employees more effective and organizations more productive.Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks' customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency.In this episode, Mika and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that her team at Freshworks think through on a daily basis to build world class customer experiences.**Episode #264 Highlight Reel:**1. The power of reflection & attention to the customer journey you're building 2. Enhancing customer experience through employee engagement  3. Building your playbook on tech-stack efficiency and utilization 4. Breaking down silos to build world-class customer & employee experiences 5. Investing in "Voice of Customer" (VOC) & "Voice of Employee" (VOE) Click here to learn more about Mika YamamotoClick here to learn more about FreshworksHuge thanks to Mika for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.For our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of the "CX Nation". You know what would be even better?Go tell one of your friends or teammates about CXC's custom content,  strategic partner solutions (Hubspot, Intercom, & Freshworks to name a few) & On-Demand services & invite them to join the CX Nation, a community of nearly 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's best CX-driven companies? We recently launched 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 the pillars upon an AI-powered foundation for the future. Huge thanks 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!!

Through the selfless practices of Tantra and Guru Yoga, RamDev outlines how to have a conscious relationship with anger rather than allowing it to consume us. Today's podcast is also brought to you by BetterHelp. Give online therapy a try at betterhelp.com/beherenow and get on your way to being your best self.This time on Healing at the Edge, RamDev gives a talk on:Having a neutral view of anger (not good v. bad) and consciously allowing ourselves to feel it Recognizing anger as a valid response to the state of the worldSeeing all beings and experiences—even those that trigger anger—as expressions of the DivineNoticing that we are often not angry for the reasons we think we areLessening one's self-absorption as a key point of the spiritual path Cultivating gratitude and appreciation for everyone we encounterExploring Guru Yoga: merging with the guru's wisdom and presenceRealizing our inherent wholeness and receiving blessings from the guruBecoming nobody so that there is no one to become lost in angerTransmuting outer devotion to tantric, inner devotionFeeling anger and sadness without becoming consumed by itRemembering that the same shakti fueling anger can also power creativity“Anger is not good or bad. Anger is often a reasonable response to what is going on in the world. Yet, it is a difficult emotion because it's so hot, and it's often very sudden. In Buddhism, fear and anger are thought to be the same emotion.” – RamDev See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Scott and Wes tackle listener questions on everything from local-first databases and AI-built CRMs to protecting APIs and raising kids with healthy digital habits. They also weigh in on Cloudflare's AI crawler ban, portfolio critiques, and more hot takes from the dev world. Show Notes 00:00 Welcome to Syntax! 00:49 Dreaming about web components. 02:55 Local-First Apps for Customer Support. Brought to you by Sentry.io 08:17 AI-Built CRM: Portfolio or Problem? Ben Vinegar's Engineering Interview Strategy. 18:55 InstantDB vs. Other Local-First Databases. 21:46 Raising Kids with Healthy Digital Habits. Porta Potty Prince on TikTok. 32:55 Cloudflare Blocks AI Crawlers. Good for Creators? Cloudflare Pay Per Crawl. Cloudflare No AI Crawl Without Compensation. Chris Coyier's Blog Response. 41:46 Protecting APIs and Obfuscating Source Code. 44:49 Will Portfolio Critiques Return? 46:45 Sick Picks + Shameless Plugs. Sick Picks Scott: Wifi 7 Eero. Wes: Plastic Welder Shameless Plugs Scott: Syntax on YouTube Hit us up on Socials! Syntax: X Instagram Tiktok LinkedIn Threads Wes: X Instagram Tiktok LinkedIn Threads Scott: X Instagram Tiktok LinkedIn Threads Randy: X Instagram YouTube Threads

This week on The RAG Podcast, I'm revisiting my chat with Jordan Shlosberg, founder of Atlas, the first AI-first CRM built for the recruitment market.Jordan's no stranger to scale. Before Atlas, he founded Prosapien, growing it to $40 million in revenue in just five years before exiting. He's now bringing the same disruptive approach to recruitment technology.We talk about:How Atlas uses AI to eliminate low-value admin work for recruitersWhy the recruitment industry is ripe for disruptionLessons from scaling and exiting ProsapienHis vision for building a CRM that recruiters actually want to useHow he's creating a culture where employees share in the company's successJordan's mission is to give recruiters more time to do what they do best, building relationships and making placements, while Atlas handles the admin.If you're questioning whether your CRM is keeping up with AI's potential, this is one to watch.--------------------------------------Chapters00:00 Introduction to The Rag Podcast and Guest Jordan Shlosberg02:51 Jordan's Entrepreneurial Journey and Background05:57 The Birth of Atlas and AI in Recruitment08:51 The Role of Family Background in Entrepreneurial Drive12:03 Transition from Finance to Entrepreneurship15:03 Building ProSapient: The First Company18:06 Growth Strategies and Challenges in ProSapient20:55 Technology's Impact on Business Operations23:52 Navigating Funding and Investment Rounds26:41 The Evolution of Leadership and Management29:47 The Future of Atlas and AI in Recruitment43:54 Navigating a Competitive Recruitment Landscape45:31 Building Software for Recruitment Success48:48 Innovating in Recruitment Technology50:31 The Future of Spec CVs and AI Integration58:30 Streamlining Administrative Tasks with AI01:00:27 Enhancing Data Management and Reporting01:08:37 Customer Support and User Experience01:17:42 Vision for the Future of Atlas__________________________________________Episode Sponsor: AtlasYour memory isn't perfect. So Atlas remembers everything for you. Atlas is an end-to-end recruitment platform built for the AI generation. It automates your admin so you can focus on the business tasks that matter. How many conversations do you have every day? With clients. Candidates. Your team. Service providers.Now how many of those conversations can you recall with 100% accuracy? How many hours a week do you spend making notes to try and retain as much as possible? And how much is still getting lost along the way? Traditional CRM systems weren't built for the type of recruitment business you're running right now. They were built to rely on the structured, tagged, categorised, and formal data you could feed it. Manual processes that needed you to input specific information, based on specific questions and answers. But what about all the other conversations you're having every single day? Atlas isn't an ATS or a CRM. It's an Intelligent Business Platform that helps you perform 10X better than you could on your own. How? By removing all your low value tasks, acting as your perfect memory, and providing highly relevant recommendations to impact your performance. Learn more about the power of Atlas – and take advantage of the exclusive offer for The RAG listeners – by visiting https://recruitwithatlas.com/therag/ __________________________________________Episode Sponsor: HoxoRecruitment agency founders - this one's for you.What's your plan for the rest of 2025?If

For today's essential Heretics 101 feature, we talk to Casey Woo, founder of Operators Guild, and explore the evolution of elite business operators—generalist executives who transcend traditional titles to solve complex problems at high-growth companies, featuring insights on AI disruption, and community building.*Email us your questions or topics for Kelli & Nolan: hrheretics@turpentine.coFor coaching and advising inquire at https://kellidragovich.com/HR Heretics is a podcast from Turpentine.Support HR Heretics Sponsors: Planful empowers teams just like yours to unlock the secrets of successful workforce planning. Use data-driven insights to develop accurate forecasts, close hiring gaps, and adjust talent acquisition plans collaboratively based on costs today and into the future. ✍️ Go to https://planful.com/heretics to see how you can transform your HR strategy.Metaview is the AI platform built for recruiting. Our suite of AI agents work across your hiring process to save time, boost decision quality, and elevate the candidate experience.Learn why team builders at 3,000+ cutting-edge companies like Brex, Deel, and Quora can't live without Metaview.It only takes minutes to get up and running. Check it out!KEEP UP WITH CASEY, NOLAN + KELLI ON LINKEDINCasey: https://www.linkedin.com/in/caseywooNolan: https://www.linkedin.com/in/nolan-church/Kelli: https://www.linkedin.com/in/kellidragovich/—LINKS:Operators Guild: https://operators-guild.com/—TIMESTAMPS:(00:00) Intro(01:15) WeWork Experience: Working with Adam Neumann(02:52) Key Lessons from WeWork(04:18) Current Market Climate & AI Impact(05:21) The AI Revolution in Customer Support(07:00) AI Management & the "Iron Man" Approach(07:31) Sponsors: Planful | Metaview(10:38) The Unstoppable Nature of AI Adoption(11:31) The Rise of the Operator: Casey's Personal Journey(14:02) Operators Guild: From 9 to 900 Members(14:20) The Four Operator Personas(15:17) Why Titles Have "Screwed Us"(15:35) The Navy SEALs Analogy(16:27) Building Successful Communities(17:55) Do You Ever Miss Operating?(18:43) The Future Path: From Operator to Founder(19:10) Breaking the Retirement Mindset(19:56) Advice for Operators: Have Confidence(21:28) The Power of Team Building(22:00) The Next Level: Capital & Founding(22:31) Wrap This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit hrheretics.substack.com

Voice has always been a powerful way to connect with customers, but until recently, voice AI struggled to deliver the kind of seamless experience we associate with great service. That is starting to change. In this episode, I catch up with Sam Richardson from Twilio to discuss the renewed momentum behind voice AI and what it means for the future of customer experience. Sam explains why voice is gaining relevance again. It is not just because the technology has improved, but because customers still prefer natural conversations when solving problems.  According to Twilio's research, more than half of customers want to know when they are speaking to a bot, while nearly half do not mind as long as their issue gets resolved. That balance is important. It is not about deception. It is about resolving problems efficiently without losing the human touch. We talked about the balance between automation and empathy. Sam emphasizes the importance of escalation paths. When a customer is frustrated, repeating themselves, or directly asking for a person, they should be able to reach one. Without that, companies risk creating what he calls “reality privilege,” where only premium customers receive human support. Voice AI should serve everyone, not create unfair divides. Sam also shared how Twilio is helping businesses adapt without replacing everything. Using API-based tools, companies can integrate voice AI into existing systems. That flexibility matters, especially since 96 percent of Twilio customers are building custom customer experience solutions to fit their specific environments. This is especially relevant in industries like hospitality, retail, and automotive. The early results are promising. Some companies are seeing a 60 to 70 percent increase in call containment and a noticeable drop in contact volume. Customer satisfaction scores have not suffered. Still, Sam is realistic. Long-term impact takes time to measure. The key is testing thoroughly, choosing the right solution, and tracking how customers actually feel.