Customer Support Leaders Podcast

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.

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.

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.

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.

Explore effective incident management strategies with Kat Gaines, focusing on communication, team dynamics, and customer engagement during incidents. Gain practical insights to enhance your support processes and customer experience.