SentiSum

Support Insights Podcast | CX & Customer Support Podcast by SentiSum

Education EN ↓ 54 episodes

We share the "earned secrets" of customer experience leaders. An 'earned secret' is a unique solution to a hard problem, learned by overcoming a challenge that hardly anyone else has. In each episode, we hear how our guests have achieved big wins and overcome adversity to deliver great customer service and CX—with a focus on how-to strategies you can use to overcome your biggest challenges, too.

Be sure to visit the podcast's website and support the creator: www.sentisum.com

Author

SentiSum

Episodes

Ep. 4: Alice Godfrey, common challenges in fast-growing companies, CS lessons from complex industries, and why customer support should not be undervalued 16.10.2020 41:54

This week we interview Alice Godfrey, the founder of Bloomic .‍ Before founding Bloomic, Alice was Head of Support at the fast-growing health technology startup, Zava, where she lead four teams that serviced six countries. While at Zava, she learned the best practice for overcoming the challenges of scaling a support team while your customer base is rapidly growing. She's narrowed the core difficu...

Ep. 3: Karolina Zielenow, MoonPay, Revolut, scaling customer support through hypergrowth and CS lessons from an innovative startup 09.10.2020 45:27

Karolina joined Revolut in 2016 when they had just 20-30 employees and had just set up their first dedicated customer support office. Fast forward 4 years, Revolut has +1,500 employees and is one of Europes biggest success stories of the past decade. At one point, they even hired 100 people in one day into the support team. ‍But, now Karolina has moved to MoonPay to head up the crypto-tech startup...

Ep. 2: Augie Ray, Gartner, the fundamentals of great CX, tying customer metrics to financial metrics, and doing CX leadership like Amazon 02.10.2020 30:32

"Bad CX is about what companies want. Mediocre CX is about what companies do. Really great CX is about how the company works." This is one of my favourite quotes from this week's interview with Augie Ray, VP Analyst of CX at Gartner.  So often, companies approach customer experience with a brand-centric focus. They ask questions like, 'how can this reduce costs?' or 'how can I build an experi...

Ep. 1: Sean Mckee, Schuh, experimentations with video live chat, changing consumer behaviours and reflections on a 20 year career. 23.09.2020 49:19

This week's guest has a unique and exciting point of view on the world. Sean worked his way up the ranks, straight out of college, to leading the eCommerce and customer experience team at Schuh. Schuh isn't just any company. It's one of the UK's most beloved high street shoe retailers, now with over 130 stores and a reported turnover over of more than £230 million. So, as he comes to the end of a...