Experience Matters

Hiver
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Tune into conversations with customer service experts to discover never-seen-before best practices, challenges, real-life success stories, and more.

  1. Donald Thompson on the Cost of Using AI the Wrong Way

    ١٤ أبريل

    Donald Thompson on the Cost of Using AI the Wrong Way

    AI can generate answers, but it can’t improve how your team thinks or decides. In this episode of Experience Matters by Hiver, Donald Thompson explains why most teams get AI wrong, how it quietly leads to “average work at scale,” and why speed without judgment creates more problems than it solves. In customer support, this shows up as faster replies that sound right but miss context, forcing customers to repeat themselves or prolonging resolution. He breaks down what actually changes when AI takes over routine work, and why the real advantage comes from teams that know how to ask better questions, structure their thinking, and use AI to generate options, not decisions. Tune in to understand why better thinking, not faster answers, is what ultimately drives performance.

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  2. CapForge’s Matt Remuzzi on Why 95% AI Accuracy Isn’t Enough for Scaling an Accounting Firm

    ١٧ مارس

    CapForge’s Matt Remuzzi on Why 95% AI Accuracy Isn’t Enough for Scaling an Accounting Firm

    Would you trust AI with your company’s finances if it were only right 95% of the time? Matt Remuzzi, Owner of CapForge, joins Niraj, CEO and Co-founder of Hiver, to explain why that missing 5% can cause real financial problems. They discuss where AI helps accountants move faster and why human oversight still matters when the numbers count. Matt’s approach is simple: use AI to move faster, but never let it have the final word. He also shares how responding to clients within 45 minutes instead of the typical 5 days builds trust and drives referrals. But when it comes to financial results, speed doesn’t matter if the numbers aren’t right. If you enjoyed this episode, don’t forget to subscribe, rate, and review on Apple Podcasts, Spotify, and YouTube Podcasts.

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  3. CEO of an award-winning BPO: AI Can’t Handle This… And It’s Worth $3,000

    ٢٤ فبراير

    CEO of an award-winning BPO: AI Can’t Handle This… And It’s Worth $3,000

    A human agent might cost $30 an hour. But a single support interaction they handle could protect $3,000 in revenue. In this episode of Experience Matters, Patrick Brown (Founder & CEO, Unity Communications) breaks down where AI actually works in support workflows and where it costs you money.  AI can confirm appointments, send reminders, and handle structured “yes or no” workflows at scale. But when a conversation turns into an exception like a patient flagging an insurance issue before a medical appointment, that’s when automation reaches its limits. And without a fast human handoff, real revenue is at risk. Patrick also explains why 80% of customers come back when their issues are handled well, and why support is one of the cheapest growth levers that most companies still treat as a cost center. If you’re leading customer service, this episode will challenge how you think about automation, retention, and growth.

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  4. Jordan on Why 90% Automation Demands Human Support in Healthcare

    ٢٩ يناير

    Jordan on Why 90% Automation Demands Human Support in Healthcare

    Before a doctor can see patients, hospitals must complete a lengthy, complex credentialing process. Licenses, background checks, and past hospital affiliations. Miss one file or delay one approval, and a clinician can’t practice. Patients wait. Admin teams scramble. This is the world Jordan Hooker works in. He leads customer experience at Axuall, a healthcare technology company focused on credentialing clinicians. This process, which once took months, has been transformed by automation, with Axuall automating up to 90% of the work. In this episode of Experience Matters, Jordan shares what healthcare workflows look like in practice. Where automation works, where it breaks, and why human support still matters when things don’t go to plan. #Hiver #CustomerSupport #CustomerExperience #AIandCX #CXLeadership #SupportInsights #customer #customerservice #customercare #customercare #EmpathyInSupport #BusinessGrowth #Podcast #artificialintelligence

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  5. Nellie Akalp’s Playbook for Scaling a Business 7x in 2026

    ١٣ يناير

    Nellie Akalp’s Playbook for Scaling a Business 7x in 2026

    CorpNet didn’t scale 7x by chance. For Nellie Akalp, the real turning point was a deliberate shift from a high-volume B2C model to a focused B2B strategy.  In this episode of Experience Matters by Hiver, host and Founder-CEO of Hiver, Niraj Ranjan Rout, chats with Nellie about the decision that reset CorpNet’s trajectory and how it changed everything that came after. She explains why the move to B2B required a higher-touch model, how her team built processes to support more complex customer needs, and why trust became the single, non-negotiable requirement. Nellie also talks about managing rising workloads without losing responsiveness, the culture shifts that kept her team aligned as headcount grew from 15 to 100+, and the leadership changes she had to make as the company scaled.

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  6. What 20 Years in Contact Centers Taught Luke Jamieson About CX Observability

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    What 20 Years in Contact Centers Taught Luke Jamieson About CX Observability

    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 often start earlier. Poor audio, unstable networks, and device issues can derail a call long before an agent ever speaks. That’s why Luke champions CX observability. It uncovers the upstream technical friction that quietly shapes customer experience. In this episode, he breaks down what Operata learned from analysing 148,000 customer calls, how these insights reshape performance models, and why AI is redefining the agent’s role.

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  7. Chloe Shill on the Systems and AI Behind Great Remote Teams

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    Chloe Shill on the Systems and AI Behind Great Remote Teams

    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, and connection. In this episode, she joins Niraj Ranjan Rout to talk about how she keeps teams aligned, motivated, and where AI really adds value.

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  8. Christian Sokolowski’s AI customer support playbook every leader should hear

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    Christian Sokolowski’s AI customer support playbook every leader should hear

    Christian Sokolowski, VP of Customer Support at Rebuy Engine, built an AI support workflow that now resolves 45% of tickets automatically. He shares how his team connects knowledge bases, trains AI with live interactions, and feeds insights back to the product. A practical look at building AI support that’s fast, accurate, and human.

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Tune into conversations with customer service experts to discover never-seen-before best practices, challenges, real-life success stories, and more.

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    Experience Matters