Welcome to the Support Snapshot, our Friday newsletter bringing you the podcasts of the week in the customer support and services world, so you can listen a little or a lot, and either way get the best of the best.
This week, while Jen's out of office, we’re continuing our guest series with @Matt Beran, host of the Ticket Volume podcast. His Q2 Experience Check-in is all about keeping it simple, human, and real.
🦸 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.
🔬 A story is always more than what’s on the surface.
➡️ Read - @Indi Young reminds us to “Ask the right questions” in her Substack this week. I'm loving this outcome:
“The patterns you find will burst open the borders your team and your org subconsciously put around your solutions, in terms of how you might support people.”
a small selection of the CS podcasts published this week
😍 Experiences should be SIMPLE!
➡️ Listen - @Lou Carbone and @Gregorio Uglioni discuss the very philosophy of Experience Management. Great episode! Hear from one of the inventors of Experience Management - Lou has been working in this space since the 80s. Whether you are looking to be re-inspired or trying to get a company to change, this is a great episode. What is your company’s reason for being?
💜 How to build a culture through active listening and treating people well.
➡️ Watch - Growth Support with @Neal Travis and @Stephen Nock “Employee Experience”. From the nuances of EX driving CX and the perks of how a company treats its people, Neal and Stephen pick apart how companies can create the conditions for our best work and maximize potential. I LOVE how Stephen thinks about compliance.
🫂 Is it good for the customer, for the business, and for the team?
➡️ Watch - @Jen Weaver and @Alex Armstead go through some of the amazing tools that leaders and teams can use to build a great culture. They start with tips for hiring, talent development, and alignment, and progress to career paths and investing in yourself!
💸 Looking for your next big role? Sketchers is hiring a Sr. Dir of Customer Service
🎉 Shout out to @Mario Guisado, who landed an awesome role recently
🚩 @Front did a cool live conversation about the 2025 State of Service Expectations. Shout out to @Mercer Smith and @Neal Travis, as well as host @Kenji Hayward, for contributing to this event!
🗓️ The Customer Experience Strategies Summit is next month - snag a ticket!
📌 Big WFM event in Nashville last week with #SWPP (THE SOCIETY OF WORKFORCE PLANNING) - one to put on your list for next year?
📌 A great reminder of how bad surveys are from @Patrícia Osorio - and a comic to reinforce the point to boot!
📌 And here’s another (Remote) Support Specialist role
Can’t believe I mentioned Neal twice in this one - can you tell I’m a fan? Also, props to @Andrew Rios for putting this together last week. - THIS IS HARD!
Thanks to @Jen Weaver for giving me this opportunity, not sure I have what it takes to build a newsletter (organization skills) - but this was fun :)
🦸 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.
