Support Insights Podcast | CX & Customer Support Podcast by SentiSum

Subscribe to our 'best stuff' newsletter: https://www.sentisum.com/resources/support-insights This week, Dimple Pattani , the Head of Frontline Customer Support at GoCardless joins me to talk about team culture. GoCardless has grown rapidly in the last few years, adding a ton of new people to the team and significantly increasing ticket volume. In the episode, Dimple explains the elements of a str...

Subscribe to our 'best stuff' newsletter: https://www.sentisum.com/resources/support-insights This week on the podcast, I’m catching up with Svitlana Gaunt , the Customer Experience Operations Lead at Otrium. Otrium is the fastest growing startup in the Netherlands and they raised $130m in March this year to accelerate the international expansion of their online fashion outlet marketplace. In this...

Subscribe to our 'best stuff' newsletter: https://www.sentisum.com/resources/support-insights This week, we welcome Luis Pinto, Director of Customer Experience at Remote.com onto the show. Remote has just raised a $150m Series B funding round and is growing exponentially. By the end of 2021, Luis alone will have added a further 60 customer success, customer service and CX professionals to his team...

Subscribe to our 'best stuff' newsletter: https://www.sentisum.com/resources/support-insights This week, we welcome a customer of ours onto the show. This episode is with Joe Quinlivan, Head of Customer Care at Gousto. Gousto has grown to household name status in the UK, serving 25 million recipe boxes to customers each quarter. During the 7 years Joe spent at Gousto, his team has built one of the...

Subscribe to our 'best stuff' newsletter: https://www.sentisum.com/resources/support-insights In this episode of the Support Insights podcast, we caught up with Emma Sopadjieva , Head of CX Analytics at ServiceNow (ex-Eventbrite and Medallia). Emma's role at ServiceNow is "90% influence, and 10% data"—a description that resonates, I bet, with everyone who works in customer experience. In this epis...

Subscribe to our 'best stuff' newsletter: https://www.sentisum.com/resources/support-insights In this episode of the Support Insights podcast, we've caught up again with Cornelia Konstantyner , Head of CX at Organic Basics. This week we're taking a look inside one of the most important global issues: climate change. Thanks to Amazon's one-click culture, we've all come to expect one thing from eCom...

Subscribe to our 'best stuff' newsletter: https://www.sentisum.com/resources/support-insights In this episode of the Support Insights podcast, we caught up with Cornelia Konstantyner , Head of CX at the fast-growing sustainable fashion brand, Organic Basics. The Organic Basics CX team have built a really cool customer service experience, leveraging automation to prioritise incoming requests based...

Miro was growing 300% year-on-year already—and then the pandemic hit. The rise of asynchronous work saw an explosion in the need for their product (a virtual whiteboard and collaboration tool), even from personas they'd never seen before. In the CS team, that meant inbound tickets grew from 2,500 per month to 2,500 per week almost overnight. And they were seeing new questions they didn't expect, f...

This week's guest is the incredible Lauren Cunningham , Senior Support Ops & Strategy Lead at Loom . In Lauren's 2.5 years at Loom, the company went through a mind-blowing growth period—from 700,000 to 10,000,000 users. For the customer support team that meant dramatically rising requests and issues to handle. Over the period, Lauren and the Loom team used a number of tactics to reduce the per...

Subscribe to our 'best stuff' newsletter: https://www.sentisum.com/resources/support-insights Outsourcing is one of the secrets of scaling up. As a startup with fast customer growth, you're likely to see rapidly rising demand in customer service, too. You'll need to react fast through recruitment or innovation in order to maintain customer experience and prevent churn. But, what if you can't meet...

This week's podcast guest, Charlotte Spain, heads the 'rider happiness' team at Buzzbike. In the past year, Charlotte and her team have grown customer service at the thriving startup into a mature, customer-obsessed function. She's built an internal brand around customer service, championed the role as a long-term career, and placed the department at the strategic heart of the company where it inf...

This week on the State of Customer Service Podcast, we've got the incredible Teresa Anania. Teresa is VP Global Customer Success at Zendesk. Her role places her right at the heart of the customer service world. Every day Teresa and her team are focused on sharing best practice and problem-solving for customer service teams at the most successful global companies. We got the answer to three core qu...

In this episode of the State of Customer Service podcast, we chat to CX leader, Nate Brown . He and his team at Officium Labs been working closely with a Fortune 10 gaming company to help build them a best-in-class customer service experience. The goals of the project? 1/ By 2023, reach 80% customer satisfaction (30% baseline). They achieved 90% by 2021. 2/ Increase lifetime value by 15% by delive...

In this episode of the State of Customer Service podcast, we take a look at the link between customer support and product management. With me, is MJ Marques who spent 5 years as a customer support representative before moving into product management in 2018. We're also joined by SentiSum's own head of product, Kirsty Pinner . Who has built SentiSum's product to make customer support insight easy t...

Sharad, the founder of SentiSum, recently appeared on the Micro Advice podcast, hosted by James Buscaglio.  In this episode, you'll learn: • Why SentiSum was created and the problem they solve • How AI can be used in customer support to augment and optimize • How SentiSum delivers a great customer experience to their own customers • CX trends—are we seeing positive movement? 

Subscribe here: www.sentisum.com/resources/state-of-customer-service-podcast This week's guest on the podcast is Sham Aziz , the current Head of Customer Service at Selfridges (the famous British department store). Sham has 20 years of experience on the frontline of customer service. He's lead teams across companies like Natwest, Ocado, Net-A-Porter and Fab.com. We caught up with Sham just as the...

How to optimise your customer service Adrian Swinscoe is a celebrated speaker, author (Read: Punk CX ) and advisor in the customer service and experience industry. In this week's podcast, we were lucky enough to catch up with Adrian about a customer service improvement project he recently advised on. Adrian was approached by an agile, fast-growing company that wanted to make sure they were running...

Full guide and youtube video on the sentisum website Hello SentiSum followers, readers and newcomers! We teamed up with an industry expert to create a video guide for customer journey mapping. That expert is Ed Deason, the current UK Head of Customer Service at British high street chain, Pret A Manger (find him on LinkedIn here ). He's got a ton of experience behind him running customer experience...

In this episode of the State of Customer Service Podcast, I caught up this week with Heidi El Hawary, Head of User Support at trivago, the global metasearch company in the travel, hotel, holiday industry. In this episode, we cover: Customer service philosophy: empowering agents and putting the customer first The good tactics and the bad tactics used by customer support teams right now Why customer...

This week we have an incredible business leader, Graham Johnston, the Head of Omnichannel at Three, the British telecoms and internet service provider with over 10 million customers. Graham’s an omnichannel expert, so we talk about what that is and the common challenges to a true omnichannel customer experience. We dig into some of the projects Graham has led at Three, Three Store Now (customer su...

 This week, Sharad and I had the pleasure of chatting to John Ernsberger, the co-founder of Stella Connect (an contact centre industry SaaS platform that just sold to Medallia!) The interview was short but high value, we covered topics like: How to motivate employees in the contact centre, one of the toughest work environments. What John has seen change in contact centres during the pandemic...

This week, we have another incredible guest, Ed Deason, the Head of Customer Service at Pret a Manger, the international sandwich & coffee shop chain with 500 retail stores. Ed mainly worked in customer service & support in the travel industry for the past 13 years before moving to Pret in January 2020, right before the UK went into lockdown. In this episode, we start off discussing the tr...

Hello and welcome to the On Hold podcast, where we interview people with unique experiences and ask them to teach us how to create wonderful customer experiences. This week’s guest is Annette Franz. She’s been working in this space since before the words “customer experience” were a part of common business language. Annette has held senior CX & VoC positions at companies like Medallia, Custome...

This week, we’ve got an awesome guest: Nicholas Zeisler , who is the founder of Zeisler Consulting, a CX development consultancy that brings the theories of process improvement to customer experience.  He’s also been there himself as the Director of Customer Experience at HP, where he built a customer experience team driven by analytics, setting up the whole company to take action on VoC insi...

This week's interview could not have been more interesting. We caught up with Megan Bowen, the Chief Customer Officer at one the fastest growing marketing agencies in the US, Refine Labs . Megan joined the Refine Labs team just three months ago, and it's her first time being with such a small, startup-style team. She's previously led customer experience projects at some leading technology companie...