Stories, trends, and expert
advice on customer service

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Shep Hyken
Episode 1

Transforming Customer Service into Revenue with Shep Hyken

Shep Hyken
CAO at Shepard Presentations, LLC
Greg Melia
Episode 2

Greg Melia’s CX Must-Haves: Empathy, Curiosity, and Storytelling in Customer Service

Greg Melia
CEO at Customer Experience Professionals Association (CXPA)
Marti Clark
Episode 3

Redefining Tech Support: Marti Clark Gives An Inside Look into Google’s IT Support Revolution

Marti Clark
Senior Program Manager at Salesforce (ex-Google)
Kel Kurekgi
Episode 4

Kel Kurekgi from Zapier explains why customers leave without complaining

Kel Kurekgi
Director of Developer Support, Zapier
Lynn Hunsaker
Episode 5

Lynn Hunsaker on why providing faster support won’t fix customer experience

Lynn Hunsaker
Chief Customer Officer at ClearAction Continuum
Annette Franz
Episode 6

Annette Franz on why fixing churn starts with customer understanding

Annette Franz
Founder and CEO of CX Journey Inc
Sarah Caminiti
Episode 7

Sarah Caminiti on how support teams can drive product decisions, influence strategy, and make the most of AI

Sarah Caminiti
Manager of Customer Support at Tailscale
Karen Lam
Episode 8

When Support Leads the Strategy Room: Karen Lam on Changing Org Culture from the Inside

Karen Lam
Director of Customer Support at Top Hat
Miles Goldstein
Episode 9

“Not Every Engineer Should Talk to Customers” And Why Miles Goldstein Stands By It

Miles Goldstein
Global Product & Technical Support Executive

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