The Startup Smoothie

In this segment of “Spoiler Alert”, Devon and Jason review the film 'Pain Hustlers,' a narrative grounded in the true story of a struggling pharmaceutical startup that spirals into a web of criminal activities, with Emily Blunt and Chris Evans leading the cast. Our hosts navigate through their own evaluations of the movie, questioning the realism of its depiction of pharmaceutical wrongdoing in the U.S., and how closely it mirrors actual events. The discussion extends to the performances, notably the unexpected dark comedy of Chris Evans' rap scene, and broader reflections on the themes of corruption within the pharmaceutical sector, societal implications, and the quest for the American dream. With a mix of critique and deep dive into the issues at hand, this episode presents a comprehensive look at 'Pain Hustlers' as a film that intertwines themes of desperation, moral decay, and ambition.

Ever wonder how small steps can lead to significant milestones in professional growth? Hosam Hassan joins me to illuminate the birth of Starter Academy, where financial independence and professional development aren't just lofty dreams but tangible realities. With an emphasis on the power of incremental growth and the magic found in the ordinary undertaking the extraordinary, we unpack the unique ethos of Starter Academy that sets it distinctively apart from platforms like Masterclass. It's a conversation that bridges the gap between theory and practice, offering a fresh take on mentorship that's not only relatable but also profoundly impactful. Navigating the waters of a side hustle can be as exciting as it is daunting. Beyond the buzzwords and tech talk, we lay out the financial groundwork for any aspiring business mogul, from the crucial role of accounting tools to smart strategies. And yes, we tackle the AI elephant in the room, questioning its omnipresence in products and services, drawing analogies that are as entertaining as they are enlightening. Wrapping up, we traverse the path from freelancing to W2 employment, discussing the trade-offs and learnings along the way. Hosam shares his experiences, from the initial sacrifices made while starting as a consultant to the strategy and fulfillment found in a more traditional role. Get a glimpse into our media consumption and creation habits, focusing on LinkedIn content with purpose, and how selective engagement with various platforms contributes to personal and professional growth. Tune in for an episode packed with actionable advice and personal stories that resonate with anyone looking to make their mark in the entrepreneurial world. Timestamps (0:00:00) - Launching Starter Academy (0:08:59) Disconnecting Income From Output in Work (0:13:14) - Starting a Side Hustle (0:19:36) - Transitioning From Consulting to W2 Work (0:31:20) - Purposeful Media Consumption and Creation

Dominic Brasovano, also known as Dominic the CX Guy on YouTube, joins us on The Startup Smoothie to distill his expertise in Zendesk consulting and content creation into a potent blend of wisdom and strategy. As someone who navigates the evolving tech landscape with finesse, Dominic breaks down the significance of ethical business practices and the transformative role of technology in shaping customer interactions. He also peels back the curtain on his disciplined approach to churning out valuable content, revealing a recipe that mixes personal dedication with a dash of smart delegation. The art of imparting knowledge isn't lost on our seasoned guest, and he shares the satisfaction gleaned from shepherding clients toward those pivotal lightbulb moments. In an industry where the ground shifts almost daily, Dominic underscores the vitality of continuous education and collaborative knowledge sharing. He also brings to light his affinity for subscription-based consulting models, explaining how such arrangements can sculpt deeper, mutually beneficial client relationships while maintaining necessary professional boundaries. Our conversation doesn't shy away from the thorny topic of data management, either. We weigh in on the ethical quandaries that surface when employee performance is tethered to metrics, sharing his experiences in devising fair systems that account for the complexity of customer service issues. He candidly discusses his journey from freelance consultant to a sought-after guide for both industry veterans and newcomers. Whether you're entrenched in the customer experience domain or simply curious about the inner workings of Zendesk mastery, Dominic's insights are bound to stir your intellect and perhaps even spark your next big idea.

Can the frenzy of a stock market saga be distilled into a compelling cinematic experience? In a new podcast series called "Spoiler Alert" we're joined by Jason McDonald to dissect "Dumb Money," a film attempting to capture the rollercoaster ride of the GameStop stock phenomenon. While Paul Dano's portrayal nabs some applause, we're left wanting more from the film's documentary-esque approach and its undercooked depiction of Robin Hood's head honchos. The conversation veers into personal territory as I recount my own whirlwind encounter with GameStop shares, bringing an authentic slice of life to the reel drama unfolding on screen. Strap in for a listening session that connects celluloid to stock tickers, where we unravel the global shockwaves sent out by GameStop's stock surge. From the nostalgia-fueled bid to save a childhood icon to the wild west of cryptocurrency markets and Elon Musk's tweet storms, it's a tale that intertwines culture, finance, and the underdog ethos. We also cast a critical eye on a recent rushed film adaptation, exposing the superficial grasp on the Robin Hood CEO and the missed beats in portraying Gen Z zeitgeist. Real congressional hearing footage might aim to anchor the narrative in reality, but does it just jolt us further from the story's heart? Sit back and tune into a critique that's as much about the stories shaping our screen as it is about those shaking our stock portfolios. (06:07 - 08:01) Film Review (11:07 - 11:55) Pandemic-Influenced Encounter With Stock Market (16:53 - 17:59) Crypto Scams and Elon Musk's Influence (22:55 - 23:54) GameStop Short Squeeze and Stock Regulation (26:47 - 27:44) Critique of a Quickly Produced Film (34:33 - 35:38) Impactful Movies (39:15 - 40:00) Opinions on Movie Soundtrack Success

Listen in as we welcome back Craig Stoss, the Director of CX Transformation Delivery at PartnerHero, who offers a fresh perspective on enhancing customer experience with his innovative value-friction framework. Craig walks us through his theory, where he emphasizes the balance between the value customers seek when interacting with a company and the friction they experience in the process. Tune in to our engaging discussion about personalization and on-demand services, where Craig explains how companies can use AI and other technologies to meet consumer expectations and reduce customer frustration. We also look at the potential benefits of giving customers choices in handling issues, and how analyzing customer behaviors and preferences can help identify areas for improvement. Learn about the art of value-based conversations, the incorporation of customer feedback into performance metrics, and much more! Check out his full blog post on the topic titled: We Are All Measuring Customer Experience Wrong Timestamps (0:00:01) - Introduction and explanation of the Value-Friction Framework in customer experience metrics. (0:11:48) - Discussing how to improve customer experience and value conversations using Craig Stoss' Value-Friction Framework. (0:17:49) - How to optimize customer experience and reduce friction through the use of technology. (0:28:26) - An in-depth look into improving customer experience through analysis. (0:38:47) - Discussing how to improve customer experience with value and how to reduce friction in customer interactions. (0:46:14) - Importance of personalization and on-demand services in improving customer experience.

Lizzie Keiper, the Director of Events at Support Driven, unravels her remarkable transition from being a community member to an invaluable asset of this leading online community platform. Lizzie shares the core essence of Support Driven, a community committed to empowering professionals in customer support and success. She discusses the community's mission, the impact of community-centric events, and the nagging issue of burnout in customer support. Listen and discover how this community has profoundly influenced her life, underlining the potency of mutual learning. As we progress, we shed light on the critical aspect of maintaining work-life equilibrium, particularly for community managers. Lizzie shares her strategies for meaningful engagement with the community, managing the torrent of notifications, and the imperative role of empathy and soft skills. She also accentuates the importance of diversity in the support industry, thereby fostering a more inclusive environment. Brace yourselves as Lizzie shares her insights and experiences, underlining the need for a balanced approach in this industry. Towards the end, we take you through the intricate planning process of Support Driven's Leadership Summit and Expo events, with Lizzie at the helm. From budget constraints to accessibility, she walks us through the factors that determine city selection for these iconic events. She also emphasizes the resources and support extended to first-time speakers within the customer support and success communities. So, gear up for a conversation that promises to deepen your understanding of the Support Driven community and the intricate world of customer support. Time Stamps (0:11:10) - Community Engagement Strategies and Work-Life Balance (0:22:20) - Valuing Diversity and Encouraging First-Time Speakers (0:23:07) - Recognizing and Valuing Support Industry Skills (0:29:52) - Fostering Communication and Diverse Voices (0:36:13) - Choosing Cities for Support Driven Events (0:43:03) - Leadership Summit and Future Developments

In this episode, we navigate the challenging terrain of effective leadership with our guest, Benjamin Friedman. Together, we delve into the vital aspects of resilience, growth mindset, and strategic communication. Discover how to align your actions with your words, harness the power of feedback, and understand the crucial role of vision and mission statements. Benjamin shares valuable insights into different leadership styles needed for various business growth stages, managing customer success, and orchestrating process changes. Get ready to reshape your startup's success story and master the art of leadership with this enlightening discourse. Tune in and join us on this journey.

What happens when you sit down with a serial entrepreneur who runs three growth marketing agencies? Jonathan Saeidian, a seasoned business operator who's embarked on a thrilling ride from spotting operational issues at an early age to launching his own venture from the ground up. Throughout our vibrant conversation, Jonathan emphasizes the significance of standard operating procedures and outlines how to automate and streamline processes. We take a journey through the world of tooling and training, and how it helps in eliminating bottlenecks in business operations. Jonathan openly shares his expertise with tools such as Twitvid, Contentdrip, and Typefully that can automate processes and content creation. We close the discussion by highlighting the importance of embracing failure and constant iteration in business. (0:06:00) - Discussion on the challenges of cold calling in the modern age and identifying potential client suitability. (0:11:47) - Case study of a client with a lack of key elements in their product marketing/user onboarding. (0:15:00) - Conversation on the importance of authenticity during sales calls and understanding not all prospects are a good fit. (0:22:03) - Exploration of tooling and how it helps eliminate bottlenecks in business operations. (0:29:35) - Discussion on the importance of embracing failure and constant iteration in business.

Unlock new insights into AI development and its impact on customer support in our latest episode featuring an engaging conversation with CEO at Kodif, Chyngyz Dzhumanazarov, an expert in AI and product innovation. Learn about tech leaders' concerns and the compelling reasons why halting AI development is a shortsighted reaction, and instead, what should be the actual focus - policies and regulations for safe AI use. Chyngyz shares riveting success stories of large language models transforming customer support with increased efficiency and effectiveness. The episode takes a fascinating turn as we navigate the murky waters of data security implications of using open AI APIs. Chyngyz and I explore the 'prisoners dilemma' between big players in the LLM development space, stressing the potential need for government intervention to set rules and guardrails. We also examine OpenAI's meteoric rise and speculate on the future landscape where bots may become more commonplace. Empowering Non-Technical Teams with CX Automation and Support AI Tools Kodif is a revolutionary low-code platform that empowers non-technical teams to create robust self-serve CX flows. Chyngyz, the founder of Kodif, firmly believes in enabling CX teams to obsess over their customers without the need for a dedicated team of engineers. With this vision in mind, Kodif is making great strides towards achieving their objective. Test-driving and implementing a GPT-bot for your Zendesk instance is a breeze with Kodif. In just a matter of minutes, you can experience the power of a conversational GPT bot by visiting the Kodif playground. By simply entering the URL of your help center, you'll be able to unleash the potential of this remarkable tool. We highly recommend trying it out - it's truly impressive. But that's not all! Kodif goes above and beyond by offering an extensive range of AI support tools that require no engineering expertise. These tools enable agents to provide a consistent customer experience through guided automated workflows, leaving no room for errors and reducing the need for extensive quality assurance. It's a game-changer in the world of support-related AI tooling. Timestamps (0:01:12) - AI in Customer Support Development and Use (0:11:59) - Data Security, AI Regulation, Future of Bots (0:19:28) - AI's Impact on Internet Content (0:30:25) - Future Trends in Customer Support

What's the secret behind maximizing team productivity, and how can you effectively navigate the job application process while juggling work-life responsibilities? Join us as we chat with Stacy Justino, the customer support manager at Loom, who shares her insights on fostering collaboration and setting the stage for success in both your team and your personal life. In our conversation, Stacy reveals how her experience as a mother has influenced her approach to leadership, emphasizing the importance of being an intentional active listener and prioritizing self-care and balance. We also dive into the world of job hunting, where Stacy shares her expertise as a "job jump genius" and provides invaluable tips on how to stand out in today's competitive job market. Finally, we explore the power of authentic networking and discuss Stacy's role as a talk editor for Support Conferences, where she offers advice for crafting effective presentations. Timestamps: (0:04:50) - Team and Customer Support Strategies Setting expectations, workload distribution, support tickets, communication, and keeping processes simple. (0:09:55) - Parenting and Leadership Priorities Stacy emphasizes active listening, reassessing expectations, and self-care for leadership. (0:14:48) - Realistic Expectations and Job Jumping Tips Job hopping, two-page resumes, cover letters, and bridging the gap between experience and a role. (0:19:59) - Common Job Application Pitfalls Headshots on resumes, thank you emails, reference checks, and skills ranking to humanize and personalize resumes. (0:32:36) - Job Hunting Tips and Internal Mobility Internal mobility, job application strategies, networking, AI, and headshots on resumes. (0:36:07) - Building Authentic Connections and Effective Presentations Networking, presentations, and mentorship for effective communication.

Reddit has announced a paid API model, which has led to an unprecedented protest with over 8,000 subreddits going dark and countless third-party apps facing an uncertain future. Join us as we dive into the reasoning behind Reddit's move and the impact it's having on users, moderators, and the app ecosystem. We'll discuss the challenges Reddit faces in its pursuit of profits and an IPO, and whether they can strike a balance between business goals and maintaining the user experience that has made them so popular. From Reddit's history of neglecting user tooling to the potential consequences of this blackout, we'll cover it all in this short TLDR episode.

Ever wondered how to build a motivated and successful support team? Fernando Duarte, an expert in creating thriving support teams, joins us for an enlightening conversation on fostering teamwork, transparency, and trust. Together, we discuss the significance of accountability, visibility, and cultivating an environment where team members can comfortably learn from their mistakes and grow. As we continue our chat, we dive into the nuances of hiring for soft skills and transitioning employees from retail or other industries into customer experience and technology roles. Fernando shares his expertise on support agents' susceptibility to burnout and reveals how to challenge them to solve harder problems, ultimately reducing burnout and facilitating career growth. Don't miss this valuable conversation packed with practical tips and strategies for support team success! Timestamps (0:02:00) - Importance of Accountability and Visibility (0:08:00) - Fostering a Culture of Growth and Trust (0:13:03) - CX Soft Skills and Burnout Prevention (0:17:28) - Work-Life Harmony and Management Strategies (0:21:30) - Strategies for Work-Life Harmony

We have Lance Conzett, the CX Lead at Found, joining us for a kaleidoscope of conversations. We cover a wide range of topics including Zendesk best practices, phone support, the satisfaction of working on a product that genuinely interests you, acquisitions, and the impact of the pandemic on work dynamics. One of the main highlights is the newly rolled out Zendesk AI, which introduces exciting features such as AI-powered summarizing and tone-sentiment analysis. We're eager to see how effective the triaging feature will be and the potential it holds for a tiered support system. We touch upon various subjects throughout the episode: 03:00 Tech Conferences 04:00 Exploring Zendesk's AI 06:00 Intelligent Triaging and Sentiment Analysis for Tiered Support 12:00 The Reluctance of Startups to Implement Phone Support 18:00 Found, the Banking Solution for the Self-Employed 19:00 Working during in the Pandemic & Burnout 24:00 Finding Meaning in Your Work 27:00 Conversation on Professional Development and Acquisitions 38:00 Discussion on Ticket Movement and Metrics in Zendesk 42:00 The “Cringe Rate” Metric 45:00 Zendesk Triggers, SLAs, and CX Trends 49:00 Exploring the Potential of AI in Customer Support With such a diverse range of topics covered, we found it challenging to give this episode a single title. Hence, we've introduced a new episode format called "Kaleidoscope Conversations" for those episodes where we just explore a multitude of wide-ranging topics.

In this episode, we're joined by Michael Doyle, the founder and CEO of Brand Iron, to dive into the powerful influence of branding and business development. Michael's insights shed light on how consistency plays a vital role in building relationships and establishing trust with customers. Rather than focusing solely on self-promotion, he emphasizes that effective branding and marketing strategies should center around assisting clients in achieving their desired outcomes and paving their path to success. According to Michael, this approach is not only smart but also fosters a genuine connection with customers. Michael is a marketing expert who collaborates with companies to refine their brand image and messaging. He and his dedicated team work tirelessly to synchronize efforts across all departments, ensuring a seamless process for successful branding. This involves meticulous tracking and measuring of leads, carefully inputting them into a comprehensive database, and then quantifying, qualifying, and monitoring their progress. Additionally, Michael highlights the importance of timely evaluation and measurement of processes and systems. To ensure everyone is on the same page, he starts engagements by clearly outlining goals and objectives, and implementing regular checkpoints along the way. He also recommends identifying KPIs to track progress and assigning responsibilities accordingly. Establishing a weekly meeting to review advancements and facilitate effective communication is another valuable practice he advocates. Michael cautions against blindly investing substantial resources in brand building without specific goals or campaigns in mind. Timestamps 00:03:00 Conversation on Coordinating with Sales and Marketing Teams for Brand Refinement and Lead Management 00:04:00 Conversation on Branding and Digital Transformation Strategies 00:09:00 Effective Marketing Strategies and Two Bad Things 00:10:00 Conversation on Transparency and Alignment with Clients 00:14:00 Discussion on the Impact of Bad Customer Service and Negative Publicity 00:17:00 The Importance of Creating a Great Brand Experience for Customers 00:18:00 Conversation on Consulting Services, Ethical Issues, and Innovation 00:20:00 Exploring the Components of a Successful Pitch Deck 00:27:00 Building a Scalable and Repeatable Business Model

Will Curran, founder of Endless Events and mastermind behind the #EventProfs Community shares his experience in event planning and content creation, strategies for avoiding burnout, scaling a business, and maximizing the value of attending conferences. In our discussion, Will delves deeply into the benefits of participating in conferences and events, offering valuable advice on how to make the most of your attendance. He explores the diverse objectives that attendees might have, such as gaining knowledge, networking, sharing expertise, or cultivating close relationships with a select group. Will also presents useful tactics for engaging with like-minded individuals and creating your own community. Ultimately, Will's philosophy is to attend conferences only if it's a "hell yes," meaning that there are specific people to meet, topics to learn about, or other goals to achieve. Will also shares with us some of his favorite app/tools and covers the importance of building your own platform rather than relying on rented social media land. Overall, this episode is packed with valuable insights into event planning, content creation, and personal growth. Endless Events #EventProfs Community #EventIcons Event Brew Event Tech Podcast Timestamps 0:03:24 Event Planner Burnout and Strategies for Avoiding It 0:09:07 Conversation on Utilizing Energy and Taking Care of Your Body 0:10:17 Understanding the Challenges of Event Planning in a Global Crisis 0:13:44 Empathizing with Event Planners in Times of Crisis 0:15:00 Conversation on Scaling a Business and Letting Go of Control 0:19:15 Incorporating Customer Experience into Events: Challenges and Solutions 0:21:13 The Challenges of Event Logistics and Creative Problem-Solving 0:26:27 Networking, Thought Leadership, and Personal Growth 0:29:43 Discussion on the Value of Attending Conferences and Events 0:30:53 Applying the "Hell Yes or Hell No" Motto to Life Decisions 0:32:40 What Makes a Good Company Booth? 0:37:43 Investing in Brand Recognition and Removing Sales Aspects 0:39:02 Discussion on the Impact of Knowledgeable Customers on the Sales Process 0:45:03 Reflection on Building a Tribe: A Conversation on the Benefits of Connecting with Like-Minded People 0:45:48 Conference Networking Strategies 0:49:13 Pro Tips for Optimizing Your Reddit Experience 0:53:01 Discussion on Social Media Algorithms and Platforms 0:57:03 Will's Insights on Building Your Own Land and Avoiding Rented Land Highlights ”When someone really knows what they're doing and they don't want to have that salesperson experience, then they need to figure out how do they now get out of the way as fast as possible” “Sometimes just having a one-hour conversation can make the flight being there for three days, being away from family, being away from work, a hundred percent worth it.” “I learned very early on having a trusted group of people who are either smarter than you or think the exact same way that you do. So you can brainstorm and build upon ideas. Once you start getting that together, that can make conferences 100% worth it.” “I like to think like, yeah, “maybe here's how I would've done this a little bit differently”. But I try not to get too caught up in that because if you get to that point where you're always looking for how you could have done something better than someone else, you're always working basically at that point.” “In theory, like as a business you should be always designing something like you're building a machine that has gears and moves around and if you design a process it limits the room for error”

Michelle Salatto, the Product Support Director at Entertainment Partners, sat down with us on The Startup Smoothie and shared insights on balancing proactive customer support with customer needs. We discussed the importance of proactive outreach and ensuring customer adoption and engagement with products. On the support side, we talked about capturing data, understanding clients' pain points, and sending this information to the appropriate teams to improve the client experience. Michelle also discussed representing customer needs to developers and engineers, and shared techniques on how to do this effectively. We talked about quantifying the customer's pain and using data to convey this, as well as using objective measurements like NPS and product satisfaction surveys to represent the voice of the customer. We also discussed the importance of aligning different departments for a successful customer experience. Michelle emphasized the need for relationships with the team to communicate customer sentiment. We talked about training teams on effective communication and cross-functional meetings to discuss client feedback. By taking these measures, it is possible to foster successful collaboration between departments and open up lines of communication. Timestamps 0:03:23 Representing the Voice of the Customer in a Team of Developers and Engineers 0:05:11 Strategies for Building Relationships and Communicating Effectively" 0:06:42 Opening Lines of Communication and Building Out a Customer Experience Team 0:10:14 Exploring Scalable Solutions for Client Communication and Agent Experience 0:11:45 Conversation on Technology's Impact on Customer Experience 0:17:52 Discussion on the Value of Investing in Client Support Teams 0:23:03 The Challenges of Frontline Support Agents 0:24:59 Retaining Support Team Members: Tips for Customer Experience Leaders 0:27:00 Conversation on Engaging Disengaged Support Agents and Unlocking Their Potential Highlights “I think when you have a really diverse team in every sense of the word, you have a stronger team. My strongest teams have had different backgrounds, different experiences, different skill sets, different strengths. And you want to make sure that you're always hiring for who are the value adds, right, not the fit in. And that's really something that I've been really mindful of and on an inclusive side of things, just making sure that we're not just making decisions that impact employees without trying to bring some of those employees into those conversations as well.” “I think support is such a great department and team because these are problem solvers, they're collaborators, they have great interpersonal skills, they have great soft skills, they're eager to learn. And I'm speaking for 99.99% of all the support people I've ever worked with.” “Yeah, I mean that's why they're the front lines, right? And you don't want it to be the metaphor of being in battle. You want them to be the advocates and the people who are making people's day over and over and over again because they're answering questions and solving problems and able to own issues from start to finish and they have the resources they need to solve the problem. Not creating silos and friction. If you do that for the agent, if you're creating silos and you're creating friction for the agent, you're definitely doing the same for the client.”

We had the pleasure of talking to Sarah DeGeorge, a digital marketing strategist and mentor who specializes in helping business owners reduce their marketing-related stress. Sarah highlighted the significance of creating marketing materials that accurately reflect a business while remaining faithful to its objectives, products, and services. We also delved into the importance of comprehending a client's voice, mission, and target audience as the first step in the marketing process. The subject of social proof was brought up, and we agreed that it needs to be revamped in order to be more effective. Rather than focusing on awards or accolades, Sarah suggested that companies should focus on results and actionable things that they have helped with. Our conversation also touched upon the significance of humanizing and authenticating marketing efforts, PR as a marketing strategy, and of course, AI. To learn more about all of Sarah's services, visit her personal service site at this link. Timestamps 0:02:58 Discussion on Authentic and Unnerving Marketing Strategies 0:04:41 Discussion on the Benefits of Bold Marketing Strategies in the Digital Age 0:06:05 Conversation on the Psychology of Marketing and Social Proof 0:11:22 Setting Expectations for Companies 0:12:41 Understanding Client Goals to Create an Effective Marketing Plan 0:14:06 Setting Limits and Reevaluating Goals 0:16:09 How to Check In Regularly and Connect Internal Teams for Positive PR Outcomes 0:20:48 Conversation on the Importance of Effective Communication and Collaboration in the Workplace 0:22:54 Discussion on the Difference Between Marketing and Sales 0:24:16 Discussion on Landing Pages and AI Marketing Products 0:28:46 Exploring the Benefits of AI for Marketers Highlights "The goal in mindful marketing is not to wait for those past or future tense marketing conversations, but make those micro adjustments as they come up. You'll find that you're more focused and in alignment but also spending less time on marketing efforts that are not paying off.""I think there are a few ways in which marketing teams are perceived. I think sometimes the biggest problem is that people don't know what marketing is any more or what marketing isn't." "When you have your teams working internally using the same framework, not to just think about the product or the operations, but how the tangible items can lead to positive outcomes, good reviews, return customers or good word of mouth, you create this pipeline that connects the internal communication lines. I think we've seen more than one time that when the internal is not communicating with each other, the external result is just like crash and burn."

Lydia Day, the Customer Operations Manager at CharlieHR, imparts her insightful beliefs on enhancing the employee experience and emphasizing customer obsession. We began by discussing the role of HR professionals and how HR departments prioritize the organization's interests and advocating for employees. Lydia's input here is especially significant as she shared her experiences working with HR professionals and explained how HR departments can prioritize both employee growth and wellbeing, as well as the organization's interests. She emphasized the importance of having customer obsession come from the top down in support by the CEO and customer function for delivering excellent customer experiences. Moreover, Lydia discussed how Culture Ops, or HR, must align closely with the outcomes of an organization to be successful. She discussed how involving people across the organization in customer support and sharing customer stories can bring more people into the customer's world. Subsequently, we delved into the topics of upholding a careful balance between providing meaningful and strategic perks to employees and the importance of fostering growth opportunities within one's team. As our discussion drew to a close, Lydia offered valuable guidance to job seekers and underscored the importance of recruiting individuals who possess fervor for your product and customers. Furthermore, we touched upon the significance of job seekers prioritizing their search for a company that genuinely piques their interest. All in all, it was a great conversation. Lydia's perspectives provide valuable insights into how to align your Culture Ops with organizational goals, create customer-focused cultures from the top down, and maximize both employee satisfaction and customer obsession. Timestamps 0:04:36 Exploring Customer Obsession 0:06:33 Striking a Balance Between Employee Perks and Pay Increases 0:12:23 Exploring the Impact of Consumer Experience on CX Management 0:14:13 The Benefits of Offering High-Quality Customer Support 0:16:51 Creating a Positive Customer Experience Culture 0:20:07 Fostering Growth and Development within a Support Team 0:21:56 Open and Honest Communication for CX Professional Development 0:26:48 Supporting Team Development and Empowering Customer Teams 0:30:10 Empathy and Passion for Product Development 0:32:54 Conversation on Job Search Strategies and Mistakes to Avoid Highlights "At Charlie, we've coined the term Culture Ops, which describes lots of different functions and roles that would traditionally be responsible for HR. Our Culture Ops team is responsible for leading and iterating on our company processes which could be OKR processes, planning processes, how we communicate progress. As a business, it's really important that all functions feel that they play a part in this, but especially our customer function." "A big part of our culture at Charlie is that all functions within our organization feel that they have a voice and a platform to be heard." "My biggest piece of advice for anyone who is currently in their job search or thinking about their next move is to treat the interview process as a two-way process. I think the best interviews are the ones where both parties are asking questions that are helping them to determine whether this is the right fit." "We have a progression framework. Everyone within our organization is given a level within that framework on their different tracks. It could be a customer success associate or it could be a product designer. Whatever your kind of expertise is, you'll essentially have a level within that progression framework and it will be really clear about what is expected from you at the next level, and that's something that has been created by our Ops team."

In our conversation with Somya Kapoor, CEO and Co-founder of TheLoops, we delve into the evolution of CX from its beginnings to the present and future. One critical point that Somya emphasizes is the significance of contextualized data. She stresses the importance of not burdening the customer with finding their position in the product journey and avoiding exposing complexity to them. As well as the fact that she believes CX leaders play a vital role in advancing businesses, as they possess essential data from the front lines, which is valuable for product teams to align data management with the overall business strategy. The conversation centered around the importance of Customer Experience professionals changing the perception of CX as a cost center in order to have a seat at the table. They discussed the fascinating experience of Tesla as a tech product and how CX leaders need to collaborate across organizations in order to achieve retention. Timestamps 0:02:35 CX Professionals Gaining Influence and a Seat at the Table 0:05:59 The Value of Automation in Customer Service Experiences 0:07:43 Exploring the Impact of CX on Product Consumption 0:09:16 The Journey of Starting The Loops and a Business During the COVID-19 Pandemic 0:13:59 Leveraging Support Data to Enhance Customer Experiences 0:15:48 The Benefits of Contextualizing Customer Data for Improved CX 0:18:13 CX Professional Perspectives on Net Promoter Score and Streamlining the User Experience 0:20:32 The Evolution of NPS and the Importance of Customer Experience in Purchasing Decisions 0:21:51 Conversation on Customer Experience, Retention, and Loyalty Programs 0:26:32 Exploring the Future of Support Operations 0:28:25 The Role of CX Leaders in Leveraging Data to Drive Retention and Product Development

Scott Benson, a compliance and risk veteran with an impressive background in the startup industry, joins us on podcast to discuss the importance of compliance in ensuring excellent customer support. Scott explains why compliance should not be seen as simply a cost of doing business, stating that if companies are operating in a regulated space without the controls that are mandated by their regulatory obligations, it can be fatal for their business. He adds that compliance may not generate revenue like other functions, but it is still essential to ensure the longevity of the company. Scott also touches on the concept of business ethics and how they are applied today. The conversation will help startups better understand the importance of compliance in customer support and how to ensure they are operating in a compliant way. Scott discussed the importance of having a strong relationship between customer support and compliance, stating that customer support is often the team that best understands the interconnectedness and capabilities of a platform. He said that it is important to have a compliance team, no matter the size, that is engaged with the other teams and that customer support should be included in this engagement. He also highlighted that customer support often interacts with customers on a daily basis and, as a result, has a better understanding of the back end and front end of the platform and is often the best team to turn to when questions arise. Timestamps 0:02:56 Discussion on Assigning Value to Compliance Efforts 0:04:27 The Benefits of Early Compliance Involvement in Fintech Product Development 0:07:26 The Importance of a Strong Relationship Between Support and Compliance 0:09:32 The Role of Customer Support in Compliance and Fraud Monitoring 0:12:44 The Benefits of Open Engagement Between Compliance and Customer Support Teams 0:14:40 Compliance and Risk Teams: Balancing Innovation and Structure 0:17:15 Exploring Flexibility and Creative Solutions for Compliance and Customer Satisfaction 0:18:48 The Fine Line Between Over and Under Communication in Customer Experience 0:25:35 The Impact of Risk Aversion on Brand Management 0:31:32 The Regulatory Landscape of Fintech Companies 0:33:33 Regulatory Competency and Banking as a Service for Fintech Platforms Quote Highlights "So without a doubt, over the last ten years, ten years I've been in the financial services, fintech industry, regulators have definitely become more experienced, they're more knowledgeable. Your ability as someone who is operating a fintech platform or who hopes to operate a fintech platform. If your plan is to go in and kind of razzle-dazzle a regulator with a lot of techie type buzzwords because you think you're going to overwhelm them and the regulator is just going to slink away, not the case anymore.""Just even this recent experience that you have just reinforces why fintech companies became so popular and have blossomed over the last however many years. That was due in no small part to the fact that your legacy financial institutions, the Citigroups, the J. P. Morgans, the bank of Americas of the world, they struggle with customer support, they struggle with customer experience.""It's very possible that you've got a one person team, you might have one compliance person, one fraud person, you might have one person doing compliance and fraud. There's got to be active and open engagement between compliance staff, your customer support team, your CS team. When you have a good level of communication between these two different teams, that's how you identify trends. That's how you identify patterns and trends and patterns that automated monitoring may have overlooked or it might not be something that your automated monitoring solution isn't even structured to detect."