Andrew Rios: Lessons from veteran CX leader on empathy, documentation and team building

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Decoded by Threado AI

Threado

49 episodes

9 months ago

Welcome to Decoded by Threado where we chat with founders, support and community leaders. We talk about how to do great customer/community support at the intersection of AI, unpack unconventional methods to do support and community building. Together, we dissect, decode, and dive deeper into how they had successfully built stellar teams before and/or building them now. We are building an exclusive community for founders, support and community leaders. Join - https://www.threado.com/community

All content for Decoded by Threado AI is the property of Threado and is served directly from their servers with no modification, redirects, or rehosting. The podcast is not affiliated with or endorsed by Podjoint in any way.

Entrepreneurship

Business,

Marketing

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Andrew Rios: Lessons from veteran CX leader on empathy, documentation and team building

Decoded by Threado AI

54 minutes

1 year ago

Andrew Rios: Lessons from veteran CX leader on empathy, documentation and team building

🤙🏻 About the Guest - Andrew Rios is a Global Customer Support Leader. He combines an energetic leadership style with a strong technical foundation and a deep understanding of Customer Experience/ Support and Engineering Operations. As a technologist, runner, mentor, speaker, and experienced Customer Experience and Technical Support leader, Andrew brings 25 years of BPO and global experience in team building and resource management.

🤙🏻 About the Host - Sharath Kuruganty is the Head of the Community at @ThreadoHQ. Currently, he is building Huddle, a tight-knit community of world-class support and community leaders.

🤙🏻 Timestamps

01:57 - Framework and a way of approaching a new role as a leader
04:40 - The science behind the 100 days plan
08:16 - Success stories of people who followed the 100 data plan
13:12 - Importance of documentation for CX leaders
18:21 - Building CX teams from scratch
22:01 - Hiring people from different industries
28:38 - Best practices CX leaders should follow when it comes to communication
33:11 - How a CX leader should build an audience on LinkedIn
46:00 - Tips to be a consultant in the CX industry

🤙🏻 Where to find Andrew Rios - https://www.linkedin.com/in/riosa/

🤙🏻 Where to find Sharath - https://twitter.com/5harath?s=20