Experience Matters
Episodes
What 20 Years in Contact Centers Taught Luke Jamieson About CX Observability
09 Dec 2025
Contributed by Lukas
Most contact centers obsess over AHT and CSAT, but Luke Jamieson argues these metrics only tell the story after the damage is done. The real problems ...
Chloe Shill on the Systems and AI Behind Great Remote Teams
20 Nov 2025
Contributed by Lukas
Everyone talks about remote work. Few know how to make it work.At Flight CX, Chloe Shill leads a global support operation built on structure, trust, a...
Christian Sokolowski’s AI customer support playbook every leader should hear
04 Nov 2025
Contributed by Lukas
Christian Sokolowski, VP of Customer Support at Rebuy Engine, built an AI support workflow that now resolves 45% of tickets automatically. He shares h...
How Tod Ellington built a team that can handle any client request
25 Sep 2025
Contributed by Lukas
Tod Ellington, VP of Ops at Whitestone, shares how he scaled operations by connecting systems. Learn how he rolled out Hiver, Asana, and Zoho Analytic...
Why Miles Goldstein Says Most Engineers Shouldn’t Talk to Customers
20 Aug 2025
Contributed by Lukas
Some support leaders think the fastest way to resolve a technical customer issue is to put an engineer on the phone. Miles Goldstein has led global su...
Karen Lam on Using VoC to Align Product, Finance, and Support | Experience Matters Podcast: Episode 08
09 Jul 2025
Contributed by Lukas
What happens when customer support starts shaping company strategy?Karen Lam, Director of Customer Support at Top Hat, made that shift. She took a rou...
Sarah Caminiti on using customer support to drive product innovation | Experience Matters Podcast: Episode 07
03 Jun 2025
Contributed by Lukas
In this episode of Experience Matters, Sarah Caminiti, Manager of Customer Support at Tailscale, shares how she turned support into a driver of produc...
Annette Franz on why customer-centricity can’t be an afterthought | Experience Matters Podcast: Episode 06
23 Apr 2025
Contributed by Lukas
A lot of companies say they’re customer-centric. But what does it actually take to make that happen?In this episode of Experience Matters, Annette F...
Lynn Hunsaker on why providing faster support won't fix customer experience | Experience Matters Podcast: Episode 05
19 Mar 2025
Contributed by Lukas
What if your biggest customer experience problem isn’t slow response times but everything happening behind the scenes?Too many companies believe fas...
What Tough Customers (and Bad Haircuts) Taught Kel Kurekgi About Customer Experience | Experience Matters Podcast: Episode 04
12 Feb 2025
Contributed by Lukas
What can frustrated customers teach you about leadership? What does bad customer service and bad haircuts have in common? Kel Kurekgi, Senior Global ...
Redefining Tech Support with Marti Clark: Inside Google's IT Support Revolution
29 Apr 2024
Contributed by Lukas
Episode HighlightsThe Intersection of Marketing and CX: Marti explores the critical role of integrating marketing strategies with customer experience ...
Greg Melia’s Customer Experience Must-Haves: Empathy, Curiosity, and Storytelling
29 Apr 2024
Contributed by Lukas
Episode HighlightsThe Role of Empathy and Curiosity: Greg advocates for fostering a culture of empathy and curiosity within organizations, encouraging...
Transforming Customer Service into Revenue with Shep Hyken
29 Apr 2024
Contributed by Lukas
Episode HighlightsThe Power of Customer Feedback: Shep emphasizes the critical importance of leveraging customer feedback to transform service interac...