Table Service

Tavolo Consulting LLC

From support to success and beyond - we talk with the people and companies building the future of customer experience. Presented by Tavolo Consulting.

  1. 5 FEB

    Building a performance system, not a theater program with Zack Hamilton (Table Service 210)

    Host Jordan Hooker is joined by Zack Hamilton, author of the Experience Performance System™ and host of the Unf*cking Your CX Podcast - they dig in to what it means to build CX programs that drive outcomes, how CX leaders earn a seat at the table, and what teams get wrong about AI. Want to connect with Zack? Find him on LinkedIn: https://www.linkedin.com/in/zackhamilton/ Want to learn more about the Experience Performance System? https://www.theexperienceperformancesystem.com/ Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/

    35 min

  2. 21 GEN

    Transforming support from cost center to strategic driver with Grant Stanis (Table Service 209)

    Grant Stanis, CEO of TeamSupport, shares insights on the transformation of customer support from a cost center to a strategic driver of retention and growth. He emphasizes the importance of ruthless prioritization, building a community of support leaders, systematizing support applications, and strategic time management for support leaders. The conversation delves into the importance of data-driven decision-making in support, the differences between B2B and B2C support, and the role of support managers in understanding and meeting the needs of their organizations. Takeaways Ruthless prioritizationBuilding a community of support leadersSystematizing support applicationsStrategic time management for support leaders Data-driven decision-makingDifferentiating B2B and B2C support Want to connect with Grant? Find him on LinkedIn: https://www.linkedin.com/in/grantstanis/ Want to learn more about TeamSupport? https://www.teamsupport.com/ Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/

    36 min

  3. 12 GEN

    Building the next generation of support leaders with Shmuel Saklad (Table Service 208)

    In this episode of the Table Service podcast, host Jordan Hooker speaks with Shmuel Saklad, Senior Manager, Customer Experience & B2B Contact Center Operations at B&H Photo Video. They dig into building a culture of excellence in support and how leaders can identify and build future leaders. Want to connect with Shmuel? Find him on LinkedIn:   / shmuel-saklad   Want to connect with Jordan? Find him on LinkedIn:   / jordanhooker

    30 min

  4. 12 GEN

    Empathy, context, and continuous improvement with Karen Lam (Table Service 207)

    In this episode of the Table Service podcast, host Jordan Hooker speaks with Karen Lam, Director of Customer Support at Top Hat. They dig into empathy in support, the importance of context, the growth of AI in the space, and building a culture of continuous improvement. Want to connect with Karen? Find her on LinkedIn:   / karenklam   Want to learn more about Top Hat?: https://tophat.com/ Want to connect with Jordan? Find him on LinkedIn:   / jordanhooker

    1 min

  5. 22/10/2025

    Playbooks for modern leaders with Ty Givens (Table Service 206)

    In this episode of the Table Service podcast, host Jordan Hooker speaks with Ty Givens, founder and CEO of CX Collective, about her extensive experience in customer experience leadership. They discuss the challenges of managing teams, the importance of playbooks, and the evolving landscape of customer support with the rise of AI. Ty shares insights on empowering women in leadership roles and the significance of understanding the realities of management. The conversation emphasizes the need for leaders to adapt to rapid growth and the importance of creating supportive environments for their teams. Want to connect with Ty? Find her on LinkedIn: https://www.linkedin.com/in/tybryantgivens/ Want to learn more about CX Collective? https://www.cxcollective.com/ Check out CX Collective's Playbooks: https://www.cxcollectiveadvantage.com/ Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/

    31 min

  6. 08/10/2025

    Getting your customers back to green with Stephen Wood (Table Service 205)

    In this episode of the Table Service podcast, host Jordan Hooker speaks with customer experience leader Stephen Wood about the importance of proactive management in customer risk. They discuss the hidden costs of ignoring customer satisfaction, the impact of organizational culture on support teams, and the necessity of cross-functional collaboration for customer success. Stephen emphasizes the need for support teams to be viewed as revenue protectors rather than cost centers and introduces the Signals platform, which aids in identifying customer health risks early. The conversation highlights actionable strategies for transforming customer experience leadership and improving overall organizational performance. Want to connect with Stephen? Find him on LinkedIn: https://www.linkedin.com/in/stephenpeterwood/ Want to learn more about Signals? https://signals-app.com/ Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/ Table Service is presented by Tavolo Consulting, hosted by Jordan Hooker, music by Epidemic Sound.

    29 min

  7. 27/08/2025

    Building a strong outsourced team with BPOs with Kevin Zyskowski (Table Service 204)

    In this episode of the Table Service podcast, host Jordan Hooker speaks with Kevin Zyskowski, CEO of CertainlyCX, about the intricacies of working with Business Process Outsourcing (BPO) companies. They discuss the importance of understanding when to partner with a BPO, key considerations for selecting the right one, and the onboarding process. Kevin shares insights on ensuring accountability and quality in BPO operations, the role of AI in enhancing customer service, and when it might be time to bring operations back in-house. The conversation emphasizes the significance of documentation, employee treatment, and aligning objectives for a successful partnership with a BPO. Want to connect with Kevin? Find him on LinkedIn: https://www.linkedin.com/in/kevinzyskowski/ Want to learn more about CertainlyCX? https://www.certainlycx.com/ Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/ Table Service is presented by Tavolo Consulting, hosted by Jordan Hooker, music by Epidemic Sound.

    32 min

  8. 21/08/2025

    The Future of CX: Personalization and AI with Craig Stoss (Table Service 203)

    In this episode of the Table Service podcast, host Jordan Hooker speaks with Craig Stoss, a customer experience veteran, about the evolving landscape of customer support and experience. They discuss the importance of contextualization in customer interactions, the role of personalization, and how AI can enhance support functions. Craig emphasizes the need for teams to adapt to changing customer expectations and the merging of support and success roles. The conversation also touches on hiring strategies, training for future needs, and the importance of proving the value of customer support within organizations. Want to connect with Craig? Find him on LinkedIn: https://www.linkedin.com/in/cstoss/ Want to learn more about KODIF: https://kodif.ai/ Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/ Table Service is presented by Tavolo Consulting, hosted by Jordan Hooker, music by Epidemic Sound.

    27 min
Elenco completo (30)

Descrizione

From support to success and beyond - we talk with the people and companies building the future of customer experience. Presented by Tavolo Consulting.

Informazioni

  • Creatore
    Tavolo Consulting LLC
  • Anni di attività
    2025 - 2026
  • Puntate
    30
  • Classificazione
    Contenuti adatti a tutti
  • Copyright
    © 2025 Tavolo Consulting LLC
  • Sito web del podcast
    Table Service
  • Fornitore