Stories, trends, and expert
advice on customer service

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Shep Hyken
Episode 1

Transforming Customer Service into Revenue with Shep Hyken

Shep Hyken
CAO at Shepard Presentations, LLC
Greg Melia
Episode 2

Greg Melia’s CX Must-Haves: Empathy, Curiosity, and Storytelling in Customer Service

Greg Melia
CEO at Customer Experience Professionals Association (CXPA)
Marti Clark
Episode 3

Redefining Tech Support: Marti Clark Gives An Inside Look into Google’s IT Support Revolution

Marti Clark
Senior Program Manager at Salesforce (ex-Google)
Kel Kurekgi
Episode 4

Kel Kurekgi from Zapier explains why customers leave without complaining

Kel Kurekgi
Director of Developer Support, Zapier
Lynn Hunsaker
Episode 5

Lynn Hunsaker on why providing faster support won’t fix customer experience

Lynn Hunsaker
Chief Customer Officer at ClearAction Continuum
Annette Franz
Episode 6

Annette Franz on why fixing churn starts with customer understanding

Annette Franz
Founder and CEO of CX Journey Inc
Sarah Caminiti
Episode 7

Sarah Caminiti on how support teams can drive product decisions, influence strategy, and make the most of AI

Sarah Caminiti
Manager of Customer Support at Tailscale
Karen Lam
Episode 8

When Support Leads the Strategy Room: Karen Lam on Changing Org Culture from the Inside

Karen Lam
Director of Customer Support at Top Hat
Miles Goldstein
Episode 9

“Not Every Engineer Should Talk to Customers” And Why Miles Goldstein Stands By It

Miles Goldstein
Global Product & Technical Support Executive
Tod Elington | Experience Matters Episode 10
Episode 10

Saying Yes to Every Client Request: Tod Ellington on Building Systems that Scale

Tod Ellington
VP of Operations, Whitestone
Christian Sokolowski
Episode 11

Christian Sokolowski’s playbook for delivering efficient, fatigue-free AI customer support

Christian Sokolowski
Vice President of Customer Support at Rebuy Engine
Chloe Shill | Experience Matters Podcast 12
Episode 12

Chloe Shill on Leading Remote Customer Support Teams in the Age of AI

Chloe Shill
Director of Operations, Flight CX
Episode 13

What 20 years inside contact centers taught Luke Jamieson about CX Observability

Luke Jamieson
CX Evangelist
Nellie Akalp | Experience Matters Podcast 14
Episode 14

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

Nellie Akalp
Founder and CEO of CorpNet.com

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