We're creating a new home for Customer Support Leaders. Please bear with us while we're building.
Customer Support Leaders Podcast
Real stories and hard-won lessons from leaders who’ve lived support on the front line. Learn how they grow teams, elevate the craft, and shape the future of customer experience. Hosted by Charlotte Ward.
Podcast episodes
Browse all episodes of the Customer Support Leaders podcast
286: Measure What Matters When Humans And AI Share The Queue; with Craig Stoss
Explore the evolving role of AI in customer support, focusing on how it complements human agents, the importance of measuring performance, and strategies for transparency and cooperation to enhance overall service quality.
285: From Playbooks To Personalization: How CX Leaders Shape Customer Expectations And Outcomes; with Ty Givens
Explore how CX leaders tailor customer experiences through flexible playbooks and storytelling, emphasizing the importance of context, expectations, and metrics like CSAT and NPS to enhance customer loyalty and drive business outcomes.
284: Customer Support Leaders in 2026: Fresh Starts and More To Come; with Charlotte Ward and Alec Moloney
Explore the evolving landscape of customer support with insights on AI integration, dynamic journey mapping, and collaborative roles between support and success teams in 2026, featuring Charlotte Ward and Alec Moloney.
283: From Values To Outcomes: Building A Customer Support Strategy That Works; with Conor Pendergrast
Explore the essential drivers of customer experience: values, culture, and incentives. Discover how to empower your team with actionable strategies that enhance support operations and foster continuous improvement.
282: Turning Difficult Customer Moments Into Lasting Trust; with Marc Haine
Explore effective strategies for handling difficult customer conversations with empathy and clear communication. Learn how to transform conflict into collaboration, enhancing both customer and employee experiences.
281: Accuracy Beats Hype - Building Trustworthy AI With KCS; with David Kay
David Kay discusses how building a robust knowledge base is crucial for developing trustworthy AI, emphasizing accuracy and usability over quick fixes, and outlining KCS practices for enhancing knowledge quality and AI effectiveness.
280: Mastering Incident Management - Part 6 of 6; with Kat Gaines
Explore key insights on mastering incident management with Kat Gaines, focusing on building resilient teams, improving communication, and enhancing operational efficiency during crises to foster trust and effective support.
279: Is AI Overcooked in Support?; with Rob Dwyer
Explore the nuances of AI in customer support, from effective use cases to the pitfalls of early demos, with insights on retrieval-augmented generation and the importance of maintaining human oversight for optimal outcomes.
278: Mastering Incident Management - Part 5 of 6; with Kat Gaines
Join Charlotte Ward and Kat Gaines as they uncover the essential steps to take after an incident, focusing on learning, communication, and building customer trust to enhance incident management processes.
277: Reducing Escalations Through Strategic Engineering Partnerships; with Robert Cabral
Charlotte Ward and Robert Cabral reveal how strategic engineering partnerships cut escalations from 40% to under 10%. Learn to use data, taxonomy, and embedded “support champions” to boost empathy, speed resolution, and build smarter, more proactive technical support.
Become a podcast guest
We're always on the lookout for leaders with experience running support and customer experience teams. Join Charlotte Ward in your very own guest episode of Customer Support Leaders.
Book a call →