Customer Support Leaders Podcast

Join Greg Skirving as he reveals how customer champions transform support into a proactive partnership, enhancing engagement and efficiency while reducing ticket volume and complexity in this insightful podcast episode.

Join Simone Secci and Charlotte Ward as they explore high-trust support operations in luxury tourism and clinical psychology, emphasizing privacy, reliability, and effective communication in high-stakes environments.

Discover strategies for extreme delegation in leadership during unexpected challenges, focusing on safety, prioritization, and effective communication to maintain momentum and achieve results when plans change suddenly.

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.

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.

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.

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.

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.

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.

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.