Support Insights Podcast | CX & Customer Support Podcast by SentiSum
- Education · How To
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About
We share the "earned secrets" of customer experience leaders. An 'earned secret' is a unique solution to a hard problem, learned by overcoming a challenge that hardly anyone else has. In each episode, we hear how our guests have achieved big wins and overcome adversity to deliver great customer service and CX—with a focus on how-to strategies you can use to overcome your biggest challenges, too.
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Recent episodes
- Ep. 53: Proactive customer support through community building at Drift [Feat. Ben Gardner, VP of Customer Support at Drift]
- Ep. 52: Reducing reply times by over 90% at Deliverr [Feat. Justin Rezende, Head of Support at Shopify Logistics]
- Ep. 51: Turning Customer Support into a value centre [Feat. Thibaut Martin, CX Expert, ex-Head of CX at Otrium]
- Ep. 50: How CS excellence connects initiatives between departments at Miro [Feat. Svitlana Gaunt, CS Excellence Team Lead at Miro]
- Ep. 49: Levelling up player experience at Supercell [Feat. Tony Adams, Product Manager at Supercell]
- Ep. 48: Building specialized teams for optimal support at Figma [Feat. Emma Chipperfield, Product Support Manager at Figma]
- Ep. 47: Creating the ultimate tagging taxonomy at Grindr [Feat. Jeffery King, Community Advocate and Travis Brace, Customer Support Manager at Grindr]
- Ep. 46: Support Insights 2022 Wrapped Up - Sharing customer insights across departments
- Ep. 45: Scaling support in a growing business [Feat. Bronte Coyne, Global Senior Customer Experience Manager at Unity]
- Ep. 44: How to influence the product roadmap in customer support [Feat. Shannon Johnson, Director of Customer Support at Sprout Social]