The Squawk

Stream's AI support agent resolves 80% of their customer tickets. It was built by one engineer, working part-time, inside a 60-person product and engineering team. In hundreds of conversations with CX leaders evaluating self-build, this is the exception. Most attempts stall between an impressive hackathon demo and a system reliable enough for production. Nick Rogers, Chief Product and Technology O...

What if your support team didn't just answer tickets, but shipped code to the product? That's exactly what Vicky Firth, founding CX lead at Granola, has built. A team where every agent has Cursor open next to their inbox, makes small code changes themselves, and rebuilds the internal tools they use every day instead of waiting on engineering. In this episode, Vicky breaks down how to: - Eq...

What if support wasn't just a cost center, but your company's best talent pipeline? That's exactly what George Dilthey, Head of Support at Clay, built - a system that recruits new grads into support, then rotates them across the business. In this episode, George breaks down how to: Turn support into a talent exporter that feeds product and GTM teams Develop expert generalists ready for...

In this episode of The Squawk, we sit down with Jared Ellis from Culture Amp. Jared shares his journey from being the first support specialist to leading an AI-first customer experience transformation. Key topics include shifting from productivity metrics to quality of experience, improving AI through frontline feedback, emerging career paths in support teams, and challenging the conventional wisd...

All companies care about product quality, but Linear actually has a zero bug policy with teeth. We sat down with Alexandra Lapinsky Wilson, who leads Product Ops and CX at Linear. Linear wants to bring the magic back to software, and Alexandra's teams are making that real for users every day. Hear Alexandra's insights on how CX is critical to delivering on the zero bug promise If a user th...

We begin our very first episode on The Squawk with Bob van Winden. Bob shares his extensive experience in scaling customer support operations across major tech companies like Google and Stripe, and now at Bridge, a fintech startup. He reflects on how he accelerated his career thanks to unique professional opportunities available in Support and Operations, the importance of balancing anecdotes with...

We’re launching a new podcast! The customer experience space is changing quickly. The Squawk is a short, sharp and focused deep dive on guests from leading companies. Hear Steve Hind speak to CX, Product and Operations Leaders at Clay, Linear, Stripe (to name a few), and their one big idea about how CX is changing for the people involved. Here’s a sneak peek. We can’t wait to share Season 1 with y...