CX Roundtable

Send a text Workforce Management has spent too long being treated as a tactical function — focused on schedules, service levels, and intraday firefighting. In this final episode of the WFM series, we elevate the conversation. Workforce Management 401: The Strategic Partner is the capstone episode that ties everything together — from forecasting fundamentals to operational maturity — and challenges...

Send a text In this episode of CX Roundtable , we continue our Workforce Management (WFM) series with a deep dive into what good WFM actually looks like in practice. After covering WFM fundamentals (WFM 101) and why workforce management matters (WFM 201) , this episode focuses on the operational reality of workforce management —including KPIs, forecasting accuracy, intraday management, SOPs, tooli...

Send a text Workforce Management 201: The Link Between Cost, Burnout, and Experience Workforce management is often treated as a scheduling function. In reality, it’s a leadership decision with lasting consequences. In this episode of CX Roundtable , host Sarah Caminiti is joined by workforce management leaders Dan Smitley and Arlyne Pardo to unpack how staffing decisions quietly shape three things...

Send a text Workforce Management (WFM) is one of the most critical—and misunderstood—functions in Customer Experience. In the first episode of the CX Roundtable Workforce Management Series , host Sarah Caminiti sits down with Arlyne Pardo , a seasoned WFM professional, and Dan Smitley , founder of a workforce management consulting practice, to break down what WFM actually is, why it matters, and h...

Send a text What does the next decade of contact centers look like? In this episode of CX Roundtable , host Sarah Caminiti is joined by two global leaders in the customer experience industry — Brad Cleveland and Luke Jamieson — to break down the five major shifts transforming contact centers today. From AI-driven workflows to the rise of human-in-the-loop models, to the quiet crisis of agent burno...

Send a text If the culture is bad, it’s on you. If the product isn’t good, it’s on you. — Pat Osorio, Co-Founder, Birdie AI What does it really take to build a company that puts customers at the center — not just in words, but in every decision? In this all-female Founders edition of CX Roundtable , host Sarah Caminiti brings together three powerhouse women redefining how customer experience is bu...

Send a text Every thriving support org starts the same way — with one brave person, a shared inbox, and no documentation. But how do you turn that chaos into a foundation that lasts? In this episode of CX Roundtable , host Sarah Caminiti sits down with two leaders who have lived every version of “building from scratch”: Kenji Hayward (Director of Support, Front) and Priscilla Brooke (Head of Podca...

Send a text The help desk has always been the backbone of customer experience — but in an age of AI, automation, and rapidly scaling SaaS, what will it look like five years from now? In this episode of CX Roundtable , host Sarah Caminiti sits down with three product leaders shaping the tools support teams use every single day: Scott Rocher (VP of Product, Help Scout) , Kevin Yang (Head of AI, Fron...

Send a text Content has become the new currency of customer experience. But how do you find your voice, build credibility, and balance authenticity with brand alignment in an industry that’s still defining itself? In this episode of CX Roundtable , host Sarah Caminiti gathers four leaders shaping the CX content space: Luke Jamieson (Operata), Mat Patterson (Help Scout, The Supportive), Matt Beran...

Send a text The Future of BPOs: From Commodity Outsourcing to Strategic Partnership Outsourcing has long been seen as a numbers game — low cost, high volume, little connection. But what happens when leaders refuse to play by those rules? In this episode of CX Roundtable , host Sarah Caminiti brings together three of the most forward-thinking BPO executives — Craig Crisler (SupportNinja), Greg Coll...