How to Speak Exec, Choose Tools, and Stay Sane

Rolling up the CS podcasts of the week for you - in 5 minutes or more.

Author

Jen Weaver
June 27, 2025

Rolling up the CS podcasts and LinkedIn posts of the week for you - in 5 minutes or more.

Containing:

  • TL;DR: three quick wins

  • The Podcasts: summaries + links from this week's podcasts

  • ICYMI on LI: curated LinkedIn posts from the week

  • And Now: meme of the week

TL;DR

three quick wins

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"Translating customer friction into the P&L [profit and loss]—that was advocating for my customer. That’s what got the executives to pay attention."

Zack Hamilton

🦸 This newsletter is brought to you by Supportman.io, which connects Intercom to Slack with AI to give agents feedback and surface problems in real time.

The Podcasts

summaries + links to choice clips from this week's podcasts

Live Chat with Jen with Jen Weaver and Craig Stoss

All my guests are great, but this may be one of my favorite episodes. It's accessible and at the same time hard-hitting for support leaders. Craig is a gem!

  • Minute 10:13 - helped me understand AI a little better: "Bs and 3s."

  • Minute 12:57 - why CSAT doesn't represent your average customer

  • Minute 16:26 - the Sweet Potato Incident and making your unknown known

Unf*cking Your CX with Zack Hamilton

This episode is a great pep talk for you if you're feeling challenged with managing up and connecting your team's work with the company's north star metrics.

Minute 4:53: CX must serve the business first.

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"Nobody else in the org questions if their job is to serve the company. But for some reason in CX, we forget that. If you're not creating value for the business, you're already losing."

Minute 6:00: Translate CX into P&L language.

❝

"Translating customer friction into the P&L—that was advocating for my customer. That’s what got the executives to pay attention."

Table Service Podcast with Jordan Hooker & Ana-Alicia Siqueiros

Minute 26:23, when she compares BPOs with implementing AI. I do wish she'd dug deeper in this episode into BPO vs AI and when to choose one over the other.

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"... outsourcing isn't simply about adding more headcount or blending teams—it's all about aligning them. And with AI, there's no need to rush it. It will be there, and you can improve it over time. It doesn't need to be perfect on day one—you just need to be intentional about it. I would also define what success looks like, establish clear boundaries across teams, and make sure both sides have the tools to succeed. Because ultimately, that's what makes scaling sustainable—whether it's with a BPO or with AI."

Modern Customer Podcast with Blake Morgan 

"5 Customer Experience Trends Every Leader Needs to Act On Now"

My pick is minute 2:36: “Trust is the new currency.” My gut says this is where AI is pushing us: authentic, trust-building experience will become the new bar.

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“In uncertain economic times, customers … are increasingly aware of—and skeptical about—how their data is being used. That’s why companies that lead with transparency and ethical AI design will come out ahead, period. This includes being upfront with customers about when they’re interacting with AI and ensuring there’s always a clear path to a human when needed.”

If you feel like your leaders aren't listening, you're not alone. Most leaders say 'data-driven.' Few actually are. Scroll to minute 7:48:

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"About 41% of leaders rarely involve other departments in data-driven decisions… over 60% of CEOs say they lean into customer feedback… and yet only 15% actually admit to having spoken to customers recently."

ICYMI on LI:

curated LinkedIn posts from the week

🦸 This newsletter is brought to you by Supportman.io, which connects Intercom to Slack with AI to give agents feedback and surface problems in real time.

And now...

See you next time,

Jen