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The Premier Community for Customer Experience Leaders

Answers to your burning questions.

This is an ever-evolving world, so expect an ever-evolving list of answers to questions we’re asked. If you don’t find what you’re looking for, just send us an email! Why are you launching a paid member program? Good question! Because we have to. While live meetups and events are postponed due to a global pandemic,…
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April 26, 2020 0

Podcast Season 3 Episode 5

How are you doing? What’s going on in your world? Do you need to talk about it? Are you out of toilet paper yet, and can you believe that’s a valid question? Ryan Klausner can’t believe it either, but his varied career in customer support over the years has lent him all the wisdom and…
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April 21, 2020 0

Podcast Season 3 Episode 4

This is a tale of 80’s body swapping comedies, and also a good reminder that most of us use humor as a crutch when we are going through the most difficult of times. Colin has cabin fever and Sarah has an anxiety attack, and here we are just talking about it on the internet.


April 21, 2020 0

Podcast Season 3 Episode 3

Remember our good friend, Josh Ramsey? You’ve probably seen him on stage a few times at Elevate, and maybe you joined him as he lead our group meditation? If you need a bit of a brain rest, Josh is your guy. Lean in while he talks about managing with compassion, our responsibility to our IC’s,…
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April 21, 2020 0

Podcast Season 3 Episode 2

Deep breaths, y’all. What a time to be alive. Don’t you wish you had a mentor or coach who you could vent to and process with? That’s why we invited Jen Dary on to talk about what managers can be doing to help their teams through troubling times. We just love Jen Dary. We know…
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April 21, 2020 0

Podcast Season 3 Episode 1

We did not expect the world to catch on fire in March, 2020, but here we are. This episode is all about working from home, you know, what people are talking a lot about these days. But there’s also info about our new professional membership association, launching May 2020!


April 21, 2020 0

Being the Voice of the Customer

Abby Steiner, Lucid Software On the frontlines of customer interaction, we learn what our customers need and want from our product. When we find ways to effectively communicate these needs to the broader business, it opens the cross-team conversation about customer-guided product development. This talk will discuss how Lucid collects customer feedback from all customer-facing…
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March 11, 2020 0

Hiring Like A Boss: Creating a hiring plan to build strong teams and happy candidates

Alexander Armstead, Clever Hiring is the most important thing you do as a manager. A great hire elevates the entire team, a bad one can tear it down. Together we will discuss building an interview program that authentically assesses candidate skills, provides an amazing candidate experience, and secures world-class talent.


March 11, 2020 0

Challenging our perceptions about customer communities

Jessica Malnik, JM Content Group Having a vibrant customer community is a win-win for all involved. Customers are happier, feel supported, stick around longer, and buy more from you. This leads to increased customer loyalty, higher customer retention rates, and more revenue. This all sounds great, but too many customer support professionals still associate customer…
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February 12, 2020 0

The Subtle Art of Telling Customers to F%*k Off

Michael Labrecque-Jessen, Senior Support Engineer at Trello You do not deserve to be treated like garbage. You do not deserve to be treated like you’re not important, like you’re not a real person. Most of our customers know this, but if you draw the short straw, how do you approach the person who doesn’t know…
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February 12, 2020 0