Table Service

In this episode of the Table Service podcast, host Jordan Hooker speaks with Shmuel Saklad, Senior Manager, Customer Experience & B2B Contact Center Operations at B&H Photo Video. They dig into building a culture of excellence in support and how leaders can identify and build future leaders.

Want to connect with Shmuel? Find him on LinkedIn: https://www.linkedin.com/in/shmuel-saklad/

Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/

Want to check out Support Driven or CX Accelerator? Find them at https://www.supportdriven.com/ and https://www.cxaccelerator.com/

In this episode of the Table Service podcast, host Jordan Hooker speaks with Karen Lam, Director of Customer Support at Top Hat. They dig into empathy in support, the importance of context, the growth of AI in the space, and building a culture of continuous improvement.

Want to connect with Karen? Find her on LinkedIn: https://www.linkedin.com/in/karenklam/

Want to learn more about Top Hat? : https://tophat.com/

Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/

In this episode of the Table Service podcast, host Jordan Hooker speaks with Ty Givens, founder and CEO of CX Collective, about her extensive experience in customer experience leadership. They discuss the challenges of managing teams, the importance of playbooks, and the evolving landscape of customer support with the rise of AI. Ty shares insights on empowering women in leadership roles and the significance of understanding the realities of management. The conversation emphasizes the need for leaders to adapt to rapid growth and the importance of creating supportive environments for their teams.

Want to connect with Ty? Find her on LinkedIn: https://www.linkedin.com/in/tybryantgivens/

Want to learn more about CX Collective? https://www.cxcollective.com/

Check out CX Collective's Playbooks: https://www.cxcollectiveadvantage.com/

Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/

In this episode of the Table Service podcast, host Jordan Hooker speaks with customer experience leader Stephen Wood about the importance of proactive management in customer risk. They discuss the hidden costs of ignoring customer satisfaction, the impact of organizational culture on support teams, and the necessity of cross-functional collaboration for customer success. Stephen emphasizes the need for support teams to be viewed as revenue protectors rather than cost centers and introduces the Signals platform, which aids in identifying customer health risks early. The conversation highlights actionable strategies for transforming customer experience leadership and improving overall organizational performance.

Want to connect with Stephen? Find him on LinkedIn: https://www.linkedin.com/in/stephenpeterwood/

Want to learn more about Signals? https://signals-app.com/

Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/

Table Service is presented by Tavolo Consulting, hosted by Jordan Hooker, music by Epidemic Sound.

In this episode of the Table Service podcast, host Jordan Hooker speaks with Kevin Zyskowski, CEO of CertainlyCX, about the intricacies of working with Business Process Outsourcing (BPO) companies. They discuss the importance of understanding when to partner with a BPO, key considerations for selecting the right one, and the onboarding process. Kevin shares insights on ensuring accountability and quality in BPO operations, the role of AI in enhancing customer service, and when it might be time to bring operations back in-house. The conversation emphasizes the significance of documentation, employee treatment, and aligning objectives for a successful partnership with a BPO.

Want to connect with Kevin? Find him on LinkedIn: https://www.linkedin.com/in/kevinzyskowski/

Want to learn more about CertainlyCX? https://www.certainlycx.com/

Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/

Table Service is presented by Tavolo Consulting, hosted by Jordan Hooker, music by Epidemic Sound.

In this episode of the Table Service podcast, host Jordan Hooker speaks with Craig Stoss, a customer experience veteran, about the evolving landscape of customer support and experience. They discuss the importance of contextualization in customer interactions, the role of personalization, and how AI can enhance support functions. Craig emphasizes the need for teams to adapt to changing customer expectations and the merging of support and success roles. The conversation also touches on hiring strategies, training for future needs, and the importance of proving the value of customer support within organizations.

Want to connect with Craig? Find him on LinkedIn: https://www.linkedin.com/in/cstoss/

Want to learn more about KODIF: https://kodif.ai/

Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/

Table Service is presented by Tavolo Consulting, hosted by Jordan Hooker, music by Epidemic Sound.

On this episode of Table Service, host Jordan Hooker is joined by Nick Cawthon, a veteran UX and product design strategist, to discuss the evolution of design in the age of AI, the importance of human insight in creating effective user experiences, and the challenges of scaling support in rapidly growing organizations.

Want to connect with Nick? Find him on LinkedIn: https://www.linkedin.com/in/nickcawthon-ux-digital-agency-product-design-leadership/

Want to learn more about Gauge? https://gauge.io/

Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/

Table Service is presented by Tavolo Consulting, hosted by Jordan Hooker, music by Epidemic Sound.

In this episode of the Table Service podcast, Host Jordan Hooker is joined by Vaishali Dialani, an award-winning CX strategist, who shares her insights on building a career in CX, how to keep the human touch in a world focused on tech, and the consultant's journey to drive change in their customers' organization.

Want to connect with Vaishali? Find her on LinkedIn: https://www.linkedin.com/in/vaishalidialani/

Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/

Table Service is presented by Tavolo Consulting, hosted by Jordan Hooker, music by Epidemic Sound.

In this episode of the Table Service podcast, host Jordan Hooker speaks with Ana-Alicia Siqueiros, Director of Support at Peek, about the intricacies of outsourcing customer support to Business Process Outsourcing (BPO) companies. They discuss the challenges and benefits of BPOs, the importance of aligning teams, and how to maintain company culture while integrating external support. Ana-Alicia shares her insights on choosing the right BPO partner, implementing BPO strategies, and measuring success. The conversation also touches on the role of AI in customer support and how to effectively communicate changes to internal teams.

Want to connect with Ana-Alicia? Find her on LinkedIn: https://www.linkedin.com/in/anaaliciasiqueiros/

Want to learn more about Peek? https://www.peek.com/

Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/

Table Service is presented by Tavolo Consulting, hosted by Jordan Hooker, music by Epidemic Sound.

Join host Jordan Hooker and Andrew Rios - Head of Customer Experience at Cityside Fiber - as they discuss leadership that builds trust and drives results, as well as wisdom for young leaders and managers.

Want to connect with Andrew? Find him on LinkedIn: https://www.linkedin.com/in/riosa/

Want to learn more about Cityside Fiber? https://www.citysidefiber.com/

Want to connect with Jordan Hooker? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker

Table Service is presented by Tavolo Consulting. Hosted by Jordan Hooker. Music by Epidemic Sound.