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CX Spotlight is a series where we speak to customer experience leaders from across industries who are rethinking support, building customer-first cultures, and finding clarity in the messiness of real-life CX.
Every edition is a quick, candid conversation. No fluff. No jargon. Just real-world insights from people who’ve been there and done that.
Table of Contents
- In Conversation With Stephanie Lundberg
- 🎭 What would your support alter ego be called—and what would their superpower be?
- 🌟 How did you find your way into customer experience? Was it intentional or accidental?
- 🦸♀️ What’s the most unexpected support interaction you’ve had?
- 🧠 What’s one practical change you’ve made to make your team more customer-centric?
- 🛠 One tool or app you can’t live without at work?
- 💡 One piece of advice for someone just starting in customer support?
- 🤖 Where has AI actually made support better?
- 📧 Email — overrated or underrated as a support channel?
- 📺 A book, podcast, or show you’d recommend?
- 💬 What’s one emoji you regularly use with customers?
- 🎙 If you weren’t in CX, what would you be doing?
In Conversation With Stephanie Lundberg
Steph Lundberg is the Founder of Support Human, a consulting practice that helps companies build scalable, human-first support functions. A journalist-turned-CX leader, Stephanie is as good with strategy as she is with execution. You’d usually find her building knowledge bases, mentoring frontline agents, and consulting for exec teams, and she does all of this with an incredible amount of passion.
Her philosophy is to keep support human. The key to doing that, according to her, is empathy, structure, and hard-won experience.
In this edition of CX Spotlight, Steph talks about balancing practicality and care, what makes a support channel actually effective, and how tools like Sunsama help her make space for deep work in CX.
🎭 What would your support alter ego be called—and what would their superpower be?
Already got one! I go by “Support Human”! My superpower is helping customers be their best selves while getting them exactly where they need to go.
🌟 How did you find your way into customer experience? Was it intentional or accidental?
Very intentional! As a military spouse, I needed a portable career. After some digging, I realized remote tech support would give me the flexibility I needed, and I’ve loved it ever since.
🦸♀️ What’s the most unexpected support interaction you’ve had?
I once role-played as Wonder Woman and a Superman with a customer during a live chat. It was a unique one! 😄
🧠 What’s one practical change you’ve made to make your team more customer-centric?
Investing in a strong, searchable knowledge base. Customers deserve to have the answers they need when they need them without waiting and guessing.
🛠 One tool or app you can’t live without at work?
Recently, it’s Sunsama. It helps me outsource my executive functioning. Feels like handing my brain a personal assistant.
💡 One piece of advice for someone just starting in customer support?
Do everything. Be open to learning anything at any time. And always lift others as you grow. The only way to truly succeed is to be a team player.
🤖 Where has AI actually made support better?
AI works best as a supporting player, not the star. When it helps agents or customers find the right info faster, like through knowledge base bots or internal tools, it’s amazing!
📧 Email — overrated or underrated as a support channel?
Neither! Channels are value-neutral. The best channel is whatever works best for that customer at that moment. We need to offer a mix, not force-fit.
📺 A book, podcast, or show you’d recommend?
If you’re in the mood for workplace drama, Severance is wild. It’s a mind-bender and a total thought-provoker.
💬 What’s one emoji you regularly use with customers?
I use them pretty sparingly, but a simple 😊 or ❤️ can go a long way.
🎙 If you weren’t in CX, what would you be doing?
Probably journalism. I was a journalist before I moved into support. But I’ve also considered law!
✨ Three Takeaways from Steph’s CX Playbook
👉Build a knowledge base before you need it. Customers deserve instant answers, and a strong KB is the best way to give them that.
👉AI should support, not replace. The real win is when AI speeds up access to vital info so humans can focus on problem-solving.
👉Support is a team sport. Share what you learn, and lift others up as you grow in your career.
Enjoyed Steph’s take on customer experience? Follow her on LinkedIn or check out more stories in the CX Spotlight series.
Are you a CX leader with stories, lessons, or ideas to share? 👉Answer these questions to get featured!
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