Want to enhance your customer service operations? Join us as Kay delves into the realm of customer experience with special guest Volker Hildebrand, a seasoned expert with extensive experience in CRM, B2B marketplaces, and roles at SAP and SugarCRM. Walker shares his holistic approach to customer support, emphasizing the importance of viewing service from the customer's perspective. Learn how to transform your support strategies to deliver exceptional customer experiences across all touchpoints. This episode is essential for anyone looking to elevate their service operations to new heights.

Want to improve your service operations? Join us as Kay explores the concept of Knowledge Intelligence with special guest Bret Allinson, a leader with extensive experience at major companies like Veritas, Avaya, Xerox, HP, and Dell. Bret shares his insights on how Knowledge Intelligence can empower your service teams and transform the way you support your customers. This video is a must-watch for anyone looking to take their service support to the next level!

Struggling with AI adoption? This podcast episode is for you! Join us as investment whiz Anita dismantles common roadblocks like stakeholder alignment and ROI skepticism. Learn how to optimize your AI journey with practical tips on vendor collaboration, measurable ROI goals, and proven success strategies. Watch and unlock the full potential of AI for your business!

Buckle up for a deep dive into Customer Experience (CX) leadership! This episode features Jeb Dasteel, a seasoned CCO, as he shares his war stories and wisdom. They delve into the unique challenges CX leaders face, from navigating uncharted territory to overcoming a lack of established playbook. If you're a CX leader or aspire to be one, don't miss Jeb's insights on how to thrive in this ever-changing landscape and avoid the pitfalls he's encountered.

This Podcast episode dives into proactive metrics for customer support operations with Charlotte Ward, Head of Support at Snowplow. Traditional support metrics often focus on reactive solutions. Here, Charlotte discusses a framework for using data proactively to identify and address customer issues before they arise. The episode explores key proactive metrics, how to analyze data through this lens, and a real-world example of transitioning to a proactive approach. You'll gain valuable insights and actionable strategies to implement proactive metrics within your own support team.

This podcast episode features Karpagam Narayanan, CEO of Ascendo.AI. In this episode, you can learn how to use everyday interactions, to automate creating knowledge and spreading knowledge to help colleagues and serve customers efficiently. Utilize knowledge objects in Salesforce to be able to bring value to Slack.

This podcast episode features Ashna Patel, a customer success expert, discussing the concept of Voice of the Customer (VOC) Playbooks. VOC Playbooks provide a roadmap for understanding customer journeys and using customer feedback to improve customer satisfaction and retention. The episode explores how to capture customer data at various touchpoints throughout the customer journey, from onboarding to renewal. By strategically using VOC Playbooks, companies can ensure all departments are aligned and working towards the same goal: customer success.

This podcast episode discusses how customer support can be a revenue generator, not just a cost center. Mo Mckibbin and Ahmad Shabazz, customer service experts, argue that SaaS companies, in particular, can leverage their support teams to increase customer loyalty and lifetime value. Since customer support is often the primary human touchpoint with customers, these interactions become crucial for building relationships and identifying upsell/cross-sell opportunities. The episode explores how AI can empower support agents to identify these opportunities and smoothly transition conversations towards a sales focus. The discussion is intended to spark conversation about the revenue potential of customer support teams.