Craig Stoss - How to implement engineering thinking in customer support

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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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Craig Stoss - How to implement engineering thinking in customer support

Decoded by Threado AI

1 hour 6 minutes

1 year ago

Craig Stoss - How to implement engineering thinking in customer support

🤙🏻 About the Guest - Craig Stoss is the Director of CX Transformation Delivery at Partnerhero. With a strong background in software engineering, Craig is recognized for driving exceptional customer experiences across the globe.

🤙🏻 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

02:31 - What does the role of the Director of CX transformation delivery entail
05:19 - Catering the requirements of customers across the globe
10:52 - How to measure the success rate across the industries
13:34 - Keeping up with the new tools in the market
19:54 - Things support teams shouldn't miss to deliver the best customer experiences
27:23 - Self-service strategy
31:10 - His experience of managing customers across different cultures
37:19 - Managing customer experience process when it comes to global teams
44:26 - Parallels between software engineering and customer support
50:56 - AI in designing customer experiences
1:06:27 - Outro

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