Krishna Raj Raja

Support Experience

Business EN ↓ Odcinki: 31

Customer support isn't just a cost center—it’s the heartbeat of your brand. Based on the principles of the book Support Experience , this podcast dives into the strategies that transform standard service into a competitive advantage. Voice of the Customer is the lifeblood of every technology business. But most companies lose touch with it as they scale, leading to poor customer experiences and high churn. Some companies, however, have taken a different path. They not only stay in touch with the Voice of the Customer... they amplify it with artificial intelligence and smart automation. Their...

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Autor

Krishna Raj Raja

Kategoria

Business

Strona podcastu

www.supportexperience.ai

Ostatni odcinek

30 cze 2026

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Odcinki

How Salesforce overcame its own product limitation and cut escalations by 56% 24.02.2026 21:31

In this episode, we explore how enterprise software giant Salesforce revolutionized its customer support experience by partnering with SupportLogic. Join us as we dive into how Salesforce shifted its support operations from reactive, backward-looking metrics to proactive, real-time engagement. Hear insights from Salesforce leaders like Katherine Sullivan (SVP of Customer Success) and Jim Roth (Pre...

How Red Robin Lost Billions via Spreadsheet Thinking 23.02.2026 19:38

In this episode, we dissect the dramatic 96% stock collapse of Red Robin , a restaurant chain that once boasted a $92 share price but plummeted to just $3.61 after management prioritized "spreadsheet thinking" over the customer. We explore the catastrophic 2018 decision to eliminate all bussers and expeditors to cut labor costs—a move that resulted in dirty tables, ballooning wait times, and an 85...

How Snowflake Engineering Support for Hypergrowth 23.02.2026 23:55

This podcast discusses the remarkable transformation of Snowflake , a data management platform that turned its support organization from a liability into a strategic revenue-generating asset. We examine the leadership of Angus Klein , Snowflake's VP of Support, and the specific "People, Technology, and Process" framework used to achieve a net dollar retention rate of 151%. In this episode, we cove...

How Big Data Blinded Nokia 20.02.2026 20:17

This episode explores Chapter 3 : Unlock: Hearing the True Voice of the Customer from the book Support Experience . The discussion centers on why even global giants can fail when they ignore the human narrative behind their data. We look at the "Nokia Paradox"—how a company with a massive market research team missed the smartphone revolution because they prioritized "Big Data" over the "Thick Data...

How the Yellow State Killed Silicon Valley Bank 20.02.2026 19:22

Abandoned: The Insidious Reason You're Losing Customers (and You Don’t Even Know It) from the book Support Experience . The discussion centers on the "Yellow State Problem," a condition where a business performs sub-optimally but hasn't reached a total "Red State" failure yet. While the public saw the 2023 collapse of Silicon Valley Bank (SVB) as a sudden "black swan" event, the author argues that...

Escaping the CRM Digital Filing Cabinet 20.02.2026 14:57

Welcome to the podcast that explores the evolution of customer support from a reactive "filing cabinet" of tickets to a proactive System of Intelligence . In a world where traditional CRMs are often "data-rich but insight-poor," we dive into how the SupportLogic Data Cloud is helping organizations outsmart their legacy systems to drive enterprise growth. In each episode, we talk with experts about...