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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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Recent Episodes
Rob Dwyer on Why "This Call May Be Recorded" Was Always a Lie
"This call may be recorded for training and quality purposes." Most of those calls never get reviewed. That is what Rob Dwyer, Sr. Technical Account Manager at Level AI, and Sarah Caminiti get into,…
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…
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…
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…
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,…
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…
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…
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…
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…
How Tod Ellington built a team that can handle any client request
Tod Ellington, VP of Ops at Whitestone, shares how he scaled operations by connecting systems. Learn how he rolled out Hiver, Asana, and Zoho Analytics, cleaned up workflows, and gave every team…
Why Miles Goldstein Says Most Engineers Shouldn’t Talk to Customers
Some support leaders think the fastest way to resolve a technical customer issue is to put an engineer on the phone. Miles Goldstein has led global support teams at Okta, Marketo, and Amobee — and…
Karen Lam on Using VoC to Align Product, Finance, and Support | Experience Matters Podcast: Episode 08
What happens when customer support starts shaping company strategy?Karen Lam, Director of Customer Support at Top Hat, made that shift. She took a routine feedback system and turned it into a…
Sarah Caminiti on using customer support to drive product innovation | Experience Matters Podcast: Episode 07
In this episode of Experience Matters, Sarah Caminiti, Manager of Customer Support at Tailscale, shares how she turned support into a driver of product and business decisions.She didn’t wait for AI.…
Annette Franz on why customer-centricity can’t be an afterthought | Experience Matters Podcast: Episode 06
A lot of companies say they’re customer-centric. But what does it actually take to make that happen?In this episode of Experience Matters, Annette Franz—Founder & CEO of CX Journey Inc. and…
Lynn Hunsaker on why providing faster support won't fix customer experience | Experience Matters Podcast: Episode 05
What if your biggest customer experience problem isn’t slow response times but everything happening behind the scenes?Too many companies believe faster support means better customer experience. But…
What Tough Customers (and Bad Haircuts) Taught Kel Kurekgi About Customer Experience | Experience Matters Podcast: Episode 04
What can frustrated customers teach you about leadership? What does bad customer service and bad haircuts have in common? Kel Kurekgi, Senior Global Customer Experience Manager at Zapier, gets candid…
Redefining Tech Support with Marti Clark: Inside Google's IT Support Revolution
Episode HighlightsThe Intersection of Marketing and CX: Marti explores the critical role of integrating marketing strategies with customer experience initiatives to drive brand loyalty and customer…
Greg Melia’s Customer Experience Must-Haves: Empathy, Curiosity, and Storytelling
Episode HighlightsThe Role of Empathy and Curiosity: Greg advocates for fostering a culture of empathy and curiosity within organizations, encouraging employees to actively listen to and engage with…
Transforming Customer Service into Revenue with Shep Hyken
Episode HighlightsThe Power of Customer Feedback: Shep emphasizes the critical importance of leveraging customer feedback to transform service interactions into opportunities for revenue…
Frequently Asked Questions
Experience Matters has published 19 episodes since April 2024, covering topics in Technology.
Experience Matters is currently highly active with new episodes monthly. Average episode length is 27m.
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