Experience Matters

"This call may be recorded for training and quality purposes." Most of those calls never get reviewed. That is what Rob Dwyer, Sr. Technical Account Manager at Level AI, and Sarah Caminiti get into, in this episode of Experience Matters. They discuss how AI QA replaces spot-checking with full customer conversation coverage, and why the real shift is not just visibility, but understanding p...

AI can generate answers, but it can’t improve how your team thinks or decides. In this episode of Experience Matters by Hiver , Donald Thompson explains why most teams get AI wrong, how it quietly leads to “ average work at scale ,” and why speed without judgment creates more problems than it solves. In customer support, this shows up as faster replies that sound right but miss context, forcing cu...

Would you trust AI with your company’s finances if it were only right 95% of the time? Matt Remuzzi, Owner of CapForge, joins Niraj, CEO and Co-founder of Hiver, to explain why that missing 5% can cause real financial problems. They discuss where AI helps accountants move faster and why human oversight still matters when the numbers count. Matt’s approach is simple: use AI to move faster, but neve...

A human agent might cost $30 an hour. But a single support interaction they handle could protect $3,000 in revenue. In this episode of Experience Matters, Patrick Brown (Founder & CEO, Unity Communications) breaks down where AI actually works in support workflows and where it costs you money.  AI can confirm appointments, send reminders, and handle structured “yes or no” workflows at scale. Bu...

Before a doctor can see patients, hospitals must complete a lengthy, complex credentialing process. Licenses, background checks, and past hospital affiliations. Miss one file or delay one approval, and a clinician can’t practice. Patients wait. Admin teams scramble. This is the world Jordan Hooker works in. He leads customer experience at Axuall, a healthcare technology company focused on credenti...

CorpNet didn’t scale 7x by chance. For Nellie Akalp, the real turning point was a deliberate shift from a high-volume B2C model to a focused B2B strategy.  In this episode of Experience Matters by Hiver, host and Founder-CEO of Hiver, Niraj Ranjan Rout, chats with Nellie about the decision that reset CorpNet’s trajectory and how it changed everything that came after. She explains why the move to B...

Most contact centers obsess over AHT and CSAT, but Luke Jamieson argues these metrics only tell the story after the damage is done. The real problems often start earlier. Poor audio, unstable networks, and device issues can derail a call long before an agent ever speaks. That’s why Luke champions CX observability. It uncovers the upstream technical friction that quietly shapes customer experience....

Everyone talks about remote work. Few know how to make it work. At Flight CX, Chloe Shill leads a global support operation built on structure, trust, and connection. In this episode, she joins Niraj Ranjan Rout to talk about how she keeps teams aligned, motivated, and where AI really adds value.

Christian Sokolowski, VP of Customer Support at Rebuy Engine, built an AI support workflow that now resolves 45% of tickets automatically. He shares how his team connects knowledge bases, trains AI with live interactions, and feeds insights back to the product. A practical look at building AI support that’s fast, accurate, and human.

Tod Ellington, VP of Ops at Whitestone, shares how he scaled operations by connecting systems. Learn how he rolled out Hiver, Asana, and Zoho Analytics, cleaned up workflows, and gave every team visibility into what matters. This episode can be the operations playbook you were waiting for. 

Some support leaders think the fastest way to resolve a technical customer issue is to put an engineer on the phone. Miles Goldstein has led global support teams at Okta, Marketo, and Amobee — and he’s seen why this can go wrong. “I wouldn’t put most engineers on a call with customers — they’re too black and white,” Miles says. Customers bring more than just a bug report. They bring urgency, emoti...

What happens when customer support starts shaping company strategy? Karen Lam, Director of Customer Support at Top Hat, made that shift. She took a routine feedback system and turned it into a movement, one that aligned product, engineering, and finance around the customer’s voice. In this episode of Experience Matters, Karen reveals: How she designed bi-weekly VoC rituals that made feedback actio...

In this episode of Experience Matters, Sarah Caminiti, Manager of Customer Support at Tailscale, shares how she turned support into a driver of product and business decisions. She didn’t wait for AI. She was reviewing tickets by hand, spotting patterns, and pushing those insights into product and strategy. Now, with AI tools in place, her team can move faster. But the mission is still the same: li...

A lot of companies say they’re customer-centric. But what does it actually take to make that happen? In this episode of Experience Matters, Annette Franz—Founder & CEO of CX Journey Inc. and author of Built to Win—joins Niraj, CEO and Co-Founder of Hiver, to talk about what real customer-centricity looks like. Annette shares why many businesses struggle with churn and competition, not because...

What if your biggest customer experience problem isn’t slow response times but everything happening behind the scenes? Too many companies believe faster support means better customer experience. But in reality, frustrated employees, broken processes, and disconnected teams create far bigger problems. In this episode of Experience Matters, Lynn Hunsaker, Chief Customer Officer at ClearAction Contin...

What can frustrated customers teach you about leadership? What does bad customer service and bad haircuts have in common?  Kel Kurekgi, Senior Global Customer Experience Manager at Zapier, gets candid on this episode of Experience Matters. He talks about how handling the toughest customers shaped his approach to CX and how AI is helping teams deliver smarter service. From writing scripts for the B...

Episode Highlights The Intersection of Marketing and CX : Marti explores the critical role of integrating marketing strategies with customer experience initiatives to drive brand loyalty and customer satisfaction. Leveraging Data for Personalization : She emphasizes the importance of using data to understand customer needs and preferences, enabling businesses to deliver personalized experiences th...

Episode Highlights The Role of Empathy and Curiosity: Greg advocates for fostering a culture of empathy and curiosity within organizations, encouraging employees to actively listen to and engage with customers to improve service delivery and customer satisfaction. Systematic Design for Proactive Solutions : He emphasizes the importance of investing in predictive analytics and customer journey mapp...

Episode Highlights The Power of Customer Feedback : Shep emphasizes the critical importance of leveraging customer feedback to transform service interactions into opportunities for revenue generation. Data-Driven Insights : Sharing insights from his annual survey, Shep reveals that nearly a quarter of customers would not return after just a satisfactory experience, underlining the need for busines...