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Specials: Fireside 28

Craig joins me to talk about one of my passions - data! In this case, what’s useful for your Support team to know, right where they are: talking to customers?

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Specials: Fireside 27

Here, 100 weeks into the podcast, we ask: ‘How does your CX match up to your company values, mission and ideals?’ Join me in conversation with Nate Brown as we talk about his idea of “Mission-Driven CX”!

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Week 99 Topic: Reflecting 

Looking back over some of the best advice, and a couple of bonus outtakes from the last 99 weeks of the podcast! 

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Looking forward to 100+ weeks!

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From The Archives: Fireside with Mo McKibbin

Mo McKibbin talks about the challenges of screening for those magical unicorns: technical, customer success-support hybrids, remote, in Europe, ideally with specific industry experience. And we excitedly steal each others' favourite interview questions.

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From The Archives: Fireside with Tue Søttrup

Tue Søttrup helps me kick off this new Fireside season with a conversation about Product-Led Customer Success, and how Dixa have used this approach to drive product engagement and business improvements for the customers at the same time.

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From The Archives: Diversity and Inclusion

Antonio King joins me to talk about the importance of keeping the conversations going, no matter how uncomfortable it feels..

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From The Archives: Scary Support Stories

Todd Curtis tells the scary story that inspired this whole week of terrible tales. I heard this at a conference two years ago and it still gives me chills. 

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From The Archives: Scary Support Stories

Matt Dale joins me to tell the story of a possessed laptop. And I have rather too much fun with sound effects. 

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From The Archives:: Support’s Relationship to Sales

Nicholas Zeisler (“Zee” to his friends, and “Zed” to his British friend over here) returns to talk about how CX can minimise friction in this less-obvious relationship. He’s at the end of the phone if you need him!

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