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What if customer support could be the secret weapon in your arsenal for product innovation? Join us as we chat with Elyse Mankin, who takes us on a journey from her marketing roots to becoming a pivotal figure in customer support.

We promise you'll discover how integrating support and product teams can revolutionize your approach to customer feedback and drive meaningful change. Elyse shares her invaluable insights on the evolving landscape of support, especially with the rise of AI, and how these advancements provide new opportunities for teams to focus on impactful work.

Building solid relationships across your organization is key, and Elyse underscores the importance of understanding customer feedback to inform product development. You'll learn how individual issues can reveal broader trends and how effective communication with other departments can lead to scalable solutions. Regular check-ins with key partners, like product managers, ensure alignment and maximize the effectiveness of support initiatives. This episode is packed with strategies for fostering a culture of curiosity and openness, allowing your team to experiment and innovate without fear of failure.

Transparency and effective communication are at the heart of enhancing the support experience. Elyse discusses the power of showing customers that their feedback is valued, which can significantly boost trust and engagement. We'll explore the crucial role of support teams as both product experts and problem solvers and the importance of cross-functional collaboration. Empowering support teams with autonomy and ownership, celebrating their successes, and embracing change are all vital components in driving innovation and achieving positive outcomes. Don't miss out on these game-changing insights that can transform your support strategy and elevate your product development process.

Have you purchased your ticket to Elevate CX in Denver on September 26th & 27th? It's so close to selling out. Discount code!

Can't make it? What about London? November 8th I will be there 100% and I cannot wait to meet everyone. Link!

“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama

Text me with feedback or questions!

What if you could reclaim your power and reshape the narrative of your life? Join me, Sarah Caminiti, as I celebrate a personal milestone on this episode of Epochal Growth. Reflecting on my journey to empowerment, I share how tuning into the universe's signals has guided me to reclaim control and value my self-worth. As a mother, every word and action becomes a seed for future growth, and I'm committed to cultivating a garden of empowerment. This chapter is a heartfelt testament to reclaiming control and celebrating self-worth.

Navigating power dynamics in leadership can be a daunting challenge, especially for women in tech and customer experience sectors. We'll discuss self-advocacy, the biases we confront, and the need for women to reclaim their power while leading authentically. Drawing from my personal experiences, this conversation underscores the importance of entering new roles with confidence and the powerful impact of recognizing your worth. By supporting each other in professional environments, we can dismantle the barriers of discrimination together.

Finally, we explore the subtle ways women often give away their power in professional settings, and the consequences of staying silent. In sectors like customer experience, women frequently feel undervalued and replaceable. I emphasize the importance of gathering extensive data to confidently assert influence and turn challenges into opportunities. This episode is a rallying cry to embrace empowerment, reject self-doubt, and claim the space we deserve. Let's recognize the extraordinary contributions of every listener as we build something incredible together. Join me on this transformative journey in Epochal Growth.

Make sure you've subscribed to Support Human's newsletter! I quote her piece: Happy National Power Rangers Day! - I think a lot about power, in the way that people who’ve been powerless often do. and strongly recommend you read it after you listen to the episode.

Don't forget to get your tickets to ElevateCX's events Sept 26 - 27 in Denver and Nov 8 in London - I will be there speaking, collaborating and hugging all who let me!

“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama

Text me with feedback or questions!

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Unlock the secrets of AI's transformative power in customer engagement with our special guest, Rob Dwyer, Vice President of Customer Engagement at Customer Direct and HappiTu. Rob brings a wealth of experience from both BPO and technology sectors, shedding light on the nuanced interplay between advanced AI tools and human empathy. Together, we explore the ethical considerations and practical benefits of AI in enhancing customer interactions, moving beyond the limitations of traditional surveys and agent-driven data.

Ever wondered how AI could ease the pressure on support center agents? Discover the fascinating dynamics of modern customer service roles as we discuss the dual challenges faced by agents: delivering exceptional service while generating precise data. Rob offers insights into how AI and automation are revolutionizing post-conversation tasks, allowing agents to concentrate on meaningful engagement. We also reflect on how these technological shifts could redefine the talent landscape in BPO roles, emphasizing the irreplaceable human touch in customer interactions.

Finally, join us for a heartfelt conversation on recognizing potential in unexpected places. Through touching personal stories, we highlight the power of empathy, patience, and encouragement in uncovering hidden talents. We also tackle the complexities of digital communication in today's always-on world, offering strategies to maintain presence and meaningful connections amidst constant notifications. Tune in for a rich discussion that bridges technology, empathy, and the art of human connection in the digital era.

Have you purchased your ticket to Elevate CX in Denver on September 26th & 27th? It's so close to selling out. Discount code!

Can't make it? What about London? November 8th I will be there 100% and I cannot wait to meet everyone. Link!

“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama

Text me with feedback or questions!

BUY YOUR TICKETS TO ELEVATECX IN DENVER HERE!

Ever felt overwhelmed in customer service roles, struggling to keep a professional demeanor while maintaining your sanity? Hilary Dudek, head of customer experience at Gamma, joins us and shares her unique approach, drawing on her background in musical theater. Learn how adopting different roles or personas can help you set emotional boundaries, protect your energy, and avoid burnout, while still delivering top-notch customer service. We explore practical strategies for clearly communicating your boundaries and ensuring they are respected, helping you to preserve both your mental health and team harmony.

Customer support requires a unique set of skills that go far beyond answering phones. In this episode, we unpack the essential qualities that define exceptional service, such as empathy, quick thinking, and active listening. As AI and automation become more prevalent, we emphasize the irreplaceable value of the human touch in handling complex issues and fostering customer relationships. We also debate the pros and cons of automating repetitive tasks versus using them to deepen customer connections, ensuring you stay ahead in an evolving landscape.

Working in a startup environment brings its own set of challenges and rewards. Here, we celebrate the dynamic culture at Gamma, a growing team fueled by collaboration and shared goals. With insights on how platforms like Canny enhance team communication and feedback, we discuss the importance of maintaining work-life balance and high-quality output in a non-hustle culture. Hilary also shares her journey of building trust and camaraderie within outsourced teams, highlighting the significance of consistent communication and leading with confidence. Join us for an episode filled with actionable advice and inspiring stories that will help you thrive professionally and personally.

“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama

Text me with feedback or questions!

BUY YOUR TICKETS TO DENVER ELEVATECX HERE

Unlock the keys to global business success with insights from Markus Seebauer, founder of Gateway Translations. We explore the critical role of localization and translation in today's international marketplace, revealing how businesses can adapt their products and services for diverse markets without losing their brand identity. Markus uncovers common pitfalls in global strategies, the necessity of continuously updating localized content, and the dire consequences of neglecting this upkeep.

He also shares groundbreaking ways to leverage AI to create genuine value and elevate customer experiences—essential know-how for both startups and established enterprises.

Discover the intricacies of maintaining accurate and culturally sensitive translations for technical products. Our discussion emphasizes the paramount importance of human oversight to avoid translation errors and offensive content that AI alone could miss. We delve into cultural nuances, such as negative historical connotations of certain words in German and regional differences in Spanish, underscoring the indispensable role of professional translators. Markus shares real-world examples and personal experiences that highlight the essential investment in proper translation and localization to avert potential PR disasters.

Navigate the complexities of global customer support with our expert guest as we tackle the challenges of providing effective assistance in international markets. From dealing with colloquial language to the limitations of automated translation tools, Markus offers invaluable insights and real-world anecdotes. We explore outsourcing as a viable solution for startups lacking a full-time multilingual team and stress the importance of cultural understanding to enhance the customer experience. Tune in for practical advice on building brand ambassadors through cultural awareness and improving global product support.

“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama

Text me with feedback or questions!

BUY TICKETS TO ELEVATECX DENVER HERE

Curious about how empathy can revolutionize customer experience and support? Join us as we sit down with Lauren Eimers, a therapist-turned-customer-experience expert, who shares her unique journey from counseling psychology to the SaaS industry. Discover why empathy is an untrainable yet essential skill for success, how it should be a core consideration in hiring, and the transformative impact of mentorship for women and newcomers in tech. Lauren also discusses the complexities of measuring impact through metrics and the holistic approach needed to truly understand and improve customer experiences.

Ever wondered how interconnected your company's departments really are? Lauren likens customer support and success teams to a terrarium, where every department must work symbiotically to enhance user experience and reduce churn. We dive into the emotional vulnerability of customers and the crucial need for support teams to be involved early in product development and marketing. This integrated approach ensures a holistic feedback loop that not only solves problems but also fosters a supportive and empathetic environment for both customers and internal teams.

Don't miss our exploration of the unexpected ripple effects of support roles and the power of community-based mentorship. Lauren emphasizes the importance of creating supportive spaces where vulnerability is welcomed and growth is nurtured. We discuss how senior leaders can learn from younger mentors through curiosity, transforming defensiveness into opportunities for collaboration and understanding. Ultimately, the episode underscores the immense value of genuine human connection in customer support, advocating for intentional, meaningful communication that drives positive change within communities. Get ready to be inspired and empowered to be the change you seek!

“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama

Text me with feedback or questions!

CHALLENGE ACCEPTED - BUY YOUR TICKETS HERE

What does it mean to lead with authenticity and foster genuine connections in the workplace? Join us for an enlightening conversation with Sarah Hatter, the founder of ElevateCX, as she unpacks the dynamics of building meaningful relationships and robust support systems, especially for women in the professional sphere. Sarah Hatter shares her journey and highlights the transformative power of shedding ego and competition, illuminating how these changes can spur both personal and career growth. Learn about the pivotal role of risk-taking and seizing new opportunities in shaping fulfilling careers, and the empowerment that comes from making deliberate choices.

Ever wondered how profound life experiences can break down social barriers and create deep, lasting friendships? This episode delves into the unique bonds formed through shared transformative events, such as completing the Camino. Sarah and I discuss the challenges of forming genuine friendships as adults and the importance of vulnerability and trust in connecting with others both personally and professionally. The conversation emphasizes the necessity of community and mutual support, highlighting how these elements are essential for navigating life's hurdles and achieving personal aspirations.

Discover the power of a supportive community, particularly for women aged 35 to 45, as we explore the shift from competition to collaboration. Reflecting on experiences in the tech industry, Sarah and I stress the importance of recognizing one's values and the pivotal role of mentorship. We also dive into strategies for effective customer support and the persistent challenges CX teams face in gaining recognition. Through inspiring stories and practical advice, this episode underscores the significance of embracing change, taking risks, and the profound impact of a community that celebrates achievements and fosters a collaborative environment.

Takeaways

• Building genuine relationships and finding support in the workplace is crucial, especially for women.
• Dropping the ego and competition allows for authentic connections and mutual support.
• Taking risks and being open to new opportunities can lead to personal and professional growth.
• Choice and empowerment are key in creating a fulfilling career. Take pride in your accomplishments and allow yourself to feel good about your work in the support community.
• Asking for help and support is not a sign of weakness, but rather a way to build relationships and connections.
• Sharing experiences and knowledge within the support community is valuable and helps to create a supportive and collaborative environment.
• Have confidence in your abilities and advocate for yourself and your team in order to be recognized and valued in the workplace.
• Prioritize relationships and empathy in support interactions, as they are key to building trust and providing a positive customer experience.

Sound Bites

"I feel like I have known you for 15 years."

"Women our age are so done with the competition, we're so over it."

"Elevate is a safe space to ask questions and receive thoughtful help."

"You have to allow yourself to be proud of yourself."

"Support in the communal sense compounds the more you receive it."

"It all starts with somebody being brave and being vulnerable and saying, does anybody ha

“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama

Text me with feedback or questions!

What happens when you decide to reinvent yourself—both personally and professionally? Join us on this episode of Epochal Growth as we explore the transformative power of reinvention, featuring an inspiring story of a friend who successfully negotiated her worth. Her journey underscores the value of self-advocacy and the courage it takes to ask for what you deserve. We expand on the concept of reinvention, exploring career shifts and personal growth while highlighting the necessity of intentionality and purpose. Get ready to tackle imposter syndrome head-on and discover why it might just be a sign of untapped potential waiting to be unleashed.

Meet our guest Jaclyn Mullen, whose fascinating career journey takes her from the music business to becoming a key player in the tech industry. From her roots in her grandparents' jewelry store to an unexpected pivot into HR tech and customer marketing, Jaclyn's story is a testament to adaptability and continuous learning. We discuss the challenges and opportunities presented by the rise of AI in customer support, emphasizing how unexpected career paths can lead to deeply fulfilling professional journeys. Through Jaclyn's experiences, we highlight the importance of building strong customer relationships and staying open to new opportunities.

Customer support roles are evolving, becoming more inclusive and essential as business differentiators. Learn about the shift towards valuing skills over college degrees and the impact of generative AI on support operations. We discuss the need for leadership to remain adaptable and recognize customer experience as a competitive edge. Finally, we emphasize the significance of constructive feedback and clear communication within teams, noting how empathy and self-awareness can drive both personal and professional growth. Don't miss out on these insights and strategies to empower your journey of ethical growth and reinvention.

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“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama