The Squawk

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The customer experience space is changing fast. The Squawk is a short, sharp and focused deep dive on one guest and their one big idea about how CX is changing for the people involved. The conversation is deep, tactical and specific. Perfect for a quick commute and guaranteed to leave you with something new to think about – or implement – for your CX operation.

Episódios

  1. Move Fast with Care: How Culture Amp Built AI That Customers Trust

    4 DE NOV.

    Move Fast with Care: How Culture Amp Built AI That Customers Trust

    In this episode of The Squawk, we sit down with Jared Ellis from Culture Amp. Jared shares his journey from being the first support specialist to leading an AI-first customer experience transformation. Key topics include shifting from productivity metrics to quality of experience, improving AI through frontline feedback, emerging career paths in support teams, and challenging the conventional wisdom of slow AI rollouts by moving quickly with well-planned "escape hatches." Follow The Squawk podcast for hot takes and big ideas in CX. Perfect for a short commute and guaranteed to leave you with actionable insights to implement in your CX operation. Timestamps: 00:41 Introduction to Culture Amp and Jared's Role 02:12 Jared's Journey and AI Adoption in Customer Support 05:03 The Impact of AI on Customer Experience Measurement 09:07 Metrics shift: from speed (FRT) to quality of experience in an AI-first model. 19:00 Lightning Round Where to find Jared: LinkedIn: https://www.linkedin.com/in/jaredellis/

    24min
  2. Linear’s CX Playbook: Zero-Bug Policy with Alexandra Lapinsky Wilson

    21 DE OUT.

    Linear’s CX Playbook: Zero-Bug Policy with Alexandra Lapinsky Wilson

    All companies care about product quality, but Linear actually has a zero bug policy with teeth. We sat down with Alexandra Lapinsky Wilson, who leads Product Ops and CX at Linear. Linear wants to bring the magic back to software, and Alexandra's teams are making that real for users every day. Hear Alexandra's insights on how CX is critical to delivering on the zero bug promise If a user thinks something is broken, it's a bug. No "that's expected behavior" excuses allowedCX does real work before bugs hit engineering: troubleshooting, gathering logs, providing contextCX gets staffed on every product project from discovery through launch Follow The Squawk podcast for hot takes and big ideas in CX. Perfect for a short commute and guaranteed to leave you with actionable insights to implement in your CX operation. Read more about Linear's zero-bug policy here: https://linear.app/now/zero-bugs-policy Timestamps: 0:54 - Retail to Software Career 7:32 - Zero Bug Policy Explained 10:24 - Identifying bugs for eng, collaborating with product 16:38 - Hiring Philosophy, Org 19:03 - Lightning Round Q&A (great support, favorite metrics) Where to find Alexandra: LinkedIn: https://www.linkedin.com/in/alexandra-lapinsky-wilson/ ☝️Subscribe to this channel - New episodes in Season 1 are out every 2 weeks!

    25min
  3. Scaling Support at Google, Stripe, and Bridge: Lessons in Building World-Class Operations

    7 DE OUT.

    Scaling Support at Google, Stripe, and Bridge: Lessons in Building World-Class Operations

    We begin our very first episode on The Squawk with Bob van Winden. Bob shares his extensive experience in scaling customer support operations across major tech companies like Google and Stripe, and now at Bridge, a fintech startup. He reflects on how he accelerated his career thanks to unique professional opportunities available in Support and Operations, the importance of balancing anecdotes with data when it comes to CX, and the key lessons from hyper-scaling operations over the past decade. The customer experience space is changing fast. The Squawk is a short, sharp and focused deep dive on one guest and their one big idea about how CX is changing for the people involved. The conversation is deep, tactical and specific. Perfect for a quick commute and guaranteed to leave you with something new to think about – or implement – for your CX operation. Timestamps: 00:00 Introduction to Bridge and Bob's Journey04:45 Transition from Google to Stripe and customer support06:26 Focusing on Customer Support and Managing Vendors instead of Product or Hyper Scaling at Stripe12:12 Counterintuitive Lessons from Growth: Anecdotes and Data13:57 Balancing Anecdotes and Data as Stripe Grew16:36 Balancing In-House and Outsourced Support Teams19:03 The Evolution of Operations in the AI Era20:28 The Cambrian Explosion of Operations Startups21:44 Lightning Round: Insights on Customer Support Metrics and Experiences Where to find Bob: LinkedIn: https://www.linkedin.com/in/bobvanwinden/ ☝️Subscribe to this channel - New episodes in Season 1 is out every 2 weeks!

    26min

  4. TRAILER DA TEMPORADA 1

    Hear from Stripe, Linear & Clay on the Future of CX | The Squawk Trailer

    We’re launching a new podcast! The customer experience space is changing quickly. The Squawk is a short, sharp and focused deep dive on guests from leading companies. Hear Steve Hind speak to CX, Product and Operations Leaders at Clay, Linear, Stripe (to name a few), and their one big idea about how CX is changing for the people involved. Here’s a sneak peek. We can’t wait to share Season 1 with you—stay tuned!More about us:LinkedIn: https://www.linkedin.com/company/lorikeetcx/ Website: https://www.lorikeetcx.ai/Blog: https://www.lorikeetcx.ai/blog

    2min

Trailer

Sobre

The customer experience space is changing fast. The Squawk is a short, sharp and focused deep dive on one guest and their one big idea about how CX is changing for the people involved. The conversation is deep, tactical and specific. Perfect for a quick commute and guaranteed to leave you with something new to think about – or implement – for your CX operation.

Informações

  • Criado por
    Lorikeet
  • Anos de atividade
    2 mil
  • Episódios
    4
  • Classificação
    Livre
  • Copyright
    © Lorikeet
  • Site do podcast
    The Squawk

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