Support Snapshot: Podcasts of the Week

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

TL;DR

If you only have a few minutes, check these out:

• Sid Banerjee on the Punk CX podcast: minute 18: we won't 𝗳𝘂𝗹𝗹𝘆 𝗮𝗰𝗰𝗲𝗽𝘁 𝗔𝗜 until the AI-native generation takes over.

• Craig Stoss on Live Chat: throw out your emails. You don't need 90% of your support data.

• New podcast alert! Why Customer Experience Is Failing—And How To Do It Right with Stacy Sherman Head to minute 5:40 for my favorite part, but the whole episode is light, short, and worth a listen.

And hey - don't forget to check out Supportman.io, the sponsor of this podcast - which connects Intercom to Slack and uses AI to give agents feedback and surface problems in real time.

The future of CX and agentic CX with Sid Banerjee of Medallia on the Punk CX podcast this week.

• ➡️ Listen to minute 13: 𝘂𝘀𝗲 𝗔𝗜 𝘁𝗼 𝘀𝗲𝗿𝘃𝗲 𝘂𝗽 𝗶𝗻𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝗼𝗻 to people so we can take better actions.

• ➡️ Listen to minute 18: we won't 𝗳𝘂𝗹𝗹𝘆 𝗮𝗰𝗰𝗲𝗽𝘁 𝗔𝗜 until the AI-native generation takes over

• ➡️ Listen to minute 22: 𝗔𝗜 𝗽𝗹𝗮𝗻𝗻𝗶𝗻𝗴 𝗼𝘂𝗿 𝗱𝗮𝘆𝘀 for and with us

• 🌪️ Also check out the intro for a master class in how to spin a career break into a story of success.

Check out my hot take on this episode - how AI will confuse our jobs further.

Craig Stoss joins me to clarify data for support managers - what do you really need to do? How do you keep metrics from taking over your day-to-day? This is part one in a two-part series!

• ➡️ Watch here

• ➡️ Listen here

• 📊 Also check out his website stoss.ca for his Erlang calculator - a great resource!

Blake Morgan interviews Benjamin Gleitzman, CTO and Co-Founder of Replicant , on the future of AI.

• ➡️ Check out minute 14: it's becoming faster to talk to AI than a person.

The Happy to Help podcast: customer journey mapping! This is one of my favorite CS topics.

➡️ Listen: skip ahead to minute 24 for a good explanation of the value of a journey map.

➡️ Watch: If you're interested in CJMs, check out the very first Live Chat with Jen podcast: AI as Your Second Brain: Meg Palazzolo Builds a User Journey Map.

Other podcasts this week:

• From Chatbots to AI Agents on Tech Talks Daily with Matthias Goehler, EMEA CTO at Zendesk:

• Why Customer Experience Is Failing—And How To Do It Right with Stacy Sherman (How do I keep finding new podcasts! This one is so well-produced!) Minute 5:40:

• Designing impactful employee experiences with Ian Storm on Table Service

🦸 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 finally, it's been a rough week in the world of tech work. Have a great (ChatGPT-free?) weekend!

(This issue of the newsletter was written with no AI assistance.)

See you next time!

~ Jen