The Future of CX

What does it take to build a support team that’s not just answering tickets, but actually shaping the future of customer experience?

In this episode, Hayley Johnson (Head of Customer Success at Artlist) joins Nadav and Doron to share her playbook for turning support into a strategic powerhouse - where empathy, initiative, and smart use of AI are the new must-haves.

Along the way, you’ll hear how the concept of "Customer Experts" is emerging as the next evolution for support professionals ready to make a bigger impact.

Main Questions Answered (with Takeaways):

1. Is a killer help center better than an amazing support agent?

   • Hayley says: Not even close! Even the best help center puts the burden on the user. The future? Frictionless, AI-powered support that lets your team focus on what really matters—solving problems and building relationships.

2. How do you recruit and train a team that goes beyond basic support?

   • Artlist’s approach: Hire for empathy and passion, not just skills. New team members are immersed in the customer’s world and encouraged to challenge, improve, and innovate.

3. What’s the secret to transforming support agents into strategic contributors?

   • Free your team from repetitive tickets. Let AI handle the routine, so your people can become the “voice of the customer,” drive strategy, and deliver wow moments at scale.

4. How do you choose the right AI partner—and what happens if you get it wrong?

   • Hayley’s year-long search revealed that even big-name AI platforms can fail 20% of the time. For support teams, accuracy and trust are non-negotiable. Diligence and relentless testing are key.

5. Can you scale support, add expert roles, and NOT blow your budget?

   • With the right automation, Hayley kept her 2025 budget flat—while adding three new strategic roles. The result? A team that’s empowered to make a real business impact, not just close tickets.

   
   

   🎧 Creators at the Core: Redefining CX for the New Economy

   What does it take to build a support team that’s not just answering tickets, but actually shaping the future of customer experience? In this episode, Hayley Johnson (Head of Customer Success at Artlist) joins Nadav and Doron to share her playbook for turning support into a strategic powerhouse—where empathy, initiative, and smart use of AI are the new must-haves. Along the way, you’ll hear how the concept of "Customer Experts" is emerging as the next evolution for support professionals ready to make a bigger impact.

   Main Questions Answered (with Takeaways):

   
   

   1. Is a killer help center better than an amazing support agent?

      • Hayley says: Not even close! Even the best help center puts the burden on the user. The future? Frictionless, AI-powered support that lets your team focus on what really matters—solving problems and building relationships.

        
        

   2. How do you recruit and train a team that goes beyond basic support?

      • Artlist’s approach: Hire for empathy and passion, not just skills. New team members are immersed in the customer’s world and encouraged to challenge, improve, and innovate.

        
        

   3. What’s the secret to transforming support agents into strategic contributors?

      • Free your team from repetitive tickets. Let AI handle the routine, so your people can become the “voice of the customer,” drive strategy, and deliver wow moments at scale.

        
        

   4. How do you choose the right AI partner—and what happens if you get it wrong?

      • Hayley’s year-long search revealed that even big-name AI platforms can fail 20% of the time. For support teams, accuracy and trust are non-negotiable. Diligence and relentless testing are key.

        
        

   5. Can you scale support, add expert roles, and NOT blow your budget?

      • With the right automation, Hayley kept her 2025 budget flat—while adding three new strategic roles. The result? A team that’s empowered to make a real business impact, not just close tickets.

        
        

   Ready to rethink what support can be? Hit play and get inspired!

What if your most vocal critics could become your best support agents? 🚀

Nadav Chomed from Elementor reveals how they transformed their CSAT from 1.5 to 4.3 in ONE WEEK by recruiting super users directly from their community. Spoiler: those people complaining in your Facebook groups might be your next hire.

This episode answers:

• Why product expertise beats support experience for complex products
• How "too much" customer familiarity can hurt your support quality
• The counterintuitive recruiting strategy that's revolutionizing CX teams
• Where AI fits in a human-centered support approach

Ready to flip the traditional hiring playbook? Your community holds the key to exceptional support.

Is your organization truly listening to customers, or is their feedback disappearing into a black hole?

In today's episode, hosts Nadav Kemper (CEO, Quack) and CX expert Doron Pryluk welcome Gil Perlman, Head of Customer Experience at Riverside.fm, for a candid conversation about making customer feedback truly impactful in today's support landscape.

🚀 Key insights you'll gain:

• Why resolution time trumps response time as the only metric that truly matters

• How to transform your most vocal critics into powerful brand advocates

• A proven framework for making customer feedback "irresistible" to product teams

• The critical balance between AI as "the sidekick" and humans as "the hero"

• Why your offboarding experience might be your most overlooked opportunity

  
  

From his unconventional journey from lawyer to CX leader, Gil shares practical wisdom for support teams navigating the delicate balance between B2C and B2B customer needs while scaling operations.

Tune in for actionable strategies to amplify your customers' voices and deliver exceptional experiences that customers remember.

This episode is produced by Quack, creator of world-class AI support agents that help companies deliver amazing customer experiences at scale.

Ready to transform your CX? Follow the Future of CX podcast for more insights!

Join us for a captivating episode of The Future of CX, hosted by Nadav Kemper, CEO of Quack, and Doron Pryluk, seasoned CX executive. In this insightful conversation, Natalie Margolin, VP of Customer Support at Monday.com, reveals the game-changing strategies transforming customer support into one of the most rewarding jobs at one of the world’s most innovative companies.

Dive into engaging insights and practical takeaways on the following critical questions:

How monday.com is using AI to focus less on “Customer Support” and more “Customer Experience"?Natalie clarifies the evolution of support from simple problem-solving to crafting personalized, proactive experiences that genuinely empower customers. With AI, CX isn't just support; it's the heart of a thriving business relationship.

Will AI completely replace support agents?Discover why, despite significant AI adoption at Monday.com, human agents remain irreplaceable. Natalie explains how AI frees humans from repetitive tasks, enabling them to become experts—'professors of the product'—who tackle complex issues that only human empathy and intuition can solve.

Is proactive support a myth?Natalie challenges the common misunderstandings around proactive support, revealing how Monday.com strategically identifies friction points to deliver delightful, seamless interactions. Real proactive support anticipates needs before they become frustrations, completely reshaping customer experiences.

What makes customer support a fulfilling career path?Hear Natalie’s personal journey and why she passionately recommends customer support as a thrilling career. She shares her own transformative experiences and how Monday.com builds an environment that continuously invests in employee growth and satisfaction.

How can companies create world-class customer experiences at scale?Learn about Monday.com's unique approaches, including innovative use of AI and continuous investment in the training and empowerment of support agents to handle increasingly complex customer challenges.

Tune in to discover why Monday.com's approach isn't just good support—it's groundbreaking CX. Whether you're a seasoned support leader or new to the customer experience world, this episode is packed with fresh perspectives, innovative tactics, and inspiring stories from the front lines of CX innovation.

Produced by Quack, creating world-class AI support agents for extraordinary B2B customer experiences.

Are customer support leaders really ready to trust AI to handle their most critical tasks?

In this thought-provoking episode, hosts Nadav Kemper (CEO, Quack) and seasoned CX expert Doron Pryluk sit down with Executive Customer Success Advisor, Yoni Voronov, to dig deep into the challenges, misconceptions, and potential of AI as a trusted support partner.

🚀 **Key takeaways you'll gain from this episode:**

- A fresh perspective on why support teams place uniquely high expectations on AI.

- Actionable insights on how to nurture trust and gradually close the confidence gap.

- Real-world guidance for deciding when to build internally vs. partner externally.

- Thoughtful predictions and advice for the future of AI partnerships in CX.

Tune in, bring your curiosity, and step confidently toward a smarter, AI-driven future in customer experience.

This episode is produced by Quack, creator of world-class AI support agents that elevate B2B teams to deliver exceptional customer experiences. Ready to supercharge your own CX? Follow the Future of CX podcast for more insights!

How do you deliver high-touch customer support at scale - without losing efficiency? In this episode of The Future of CX, we sit down with Cynthia Gordon, Senior Director of Customer Support at Pontera, to uncover the strategies behind their world-class support operation.

With over 15 years in the industry, Cynthia has seen it all - from handling multiple chats simultaneously as a “chat queen” to leading complex support teams that serve both B2B financial advisors and their clients. She shares how Pontera seamlessly integrates high-touch support channels like Zoom, turns qualitative insights into data-driven actions, and smartly incorporates AI - without losing the human touch.

🔹 Why is Zoom a game-changer for CX? Cynthia explains how Pontera leverages real-time calls to reduce endless email back-and-forth.🔹 How do you structure a support team to serve both B2B and B2C customers? Learn how their reps, technical account managers, and specialists collaborate to create a frictionless experience.🔹 Can AI truly enhance customer support without replacing human agents? Cynthia reveals Pontera’s approach to using AI as an enabler, not a substitute.🔹 How does exceptional support impact business growth? We break down how CSAT and retention are directly tied to revenue.

If you’re a CX leader looking to balance high-touch engagement with data-driven efficiency, this episode is packed with insights you can’t afford to miss.

🎧 Listen now and discover how the right mix of technology and human expertise can redefine customer support!

What if your most frustrated customers could become your greatest allies? 🤔

Scaling CX teams without skyrocketing costs? Sounds impossible, right? Not for Gil Almog.

Here's a sneak peek of what you’ll learn:

🎙️ CX leaders, are you ready to turn your data into gold?

If you’re a CX leader looking to elevate your team’s role, break department silos, and shape the future of your company, this episode is for you.

In Episode 8 of The Future of CX Podcast, we sit down with Yael Oppenheim, Head of Support at SimilarWeb, to unpack her innovative CHARM framework—a lean, systematic approach to managing customer support at scale. From her unique journey as a yoga entrepreneur to leading a global support team, Yael shares how her fresh perspective helped her build a methodology that drives operational efficiency, enhances customer satisfaction, and prepares teams for the future of AI in support.

Discover how SimilarWeb supports a massive customer base with a small, agile team, why Yael sees AI as a vital part of the future, and the surprising power of metrics like the "Confusion Index" to streamline operations. Whether you're a support leader, CX enthusiast, or just curious about scaling support for growth, this episode is packed with actionable insights and strategic frameworks you can apply in your own organization.