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The best story you ever told wasn't memorized, it was just known and felt very deeply...
Discover the transformative journey of personal growth and purpose as we welcome Suneet Bhatt, the founder of My Authentic Journey, to the final episode of the podcast. Unearth the four significant eras of life, as inspired by geologic eras themselves, and learn how to embrace each phase—from the carefree days of childhood to the legacy-focused years. Suneet shares how vulnerability and presence can guide us through these stages, encouraging us to be intentional in our growth, allowing past experiences to mold but not define us. Expect actionable insights that will empower you to navigate life's transitions with clarity and purpose.
In an unexpected twist, find out how a job at Victoria's Secret and a quirky, poorly-drawn alpaca became pivotal in recognizing inherent leadership qualities and the significance of community. Suneet unfolds his creative journey, offering a fresh perspective on nurturing innate abilities and their impact on personal education and growth. This episode delves into the organic unfolding of purpose and the importance of patience in teaching methodologies, all while planting seeds of knowledge that flourish over time.
As we explore the evolving landscape of education, we acknowledge how career paths have evolved how that impacts the college experience. We also look into the power of EOS, transformative power of digital tools in enhancing productivity and the importance of decoupling personal identity from professional alignment.
Wrap up the first season of Epochal Growth with us, and get ready for more transformative narratives in the upcoming season in 2025. Stay connected through LinkedIn and the ElevateCX Slack community, and don't forget to subscribe to our newsletter for all the latest updates.Support the show
“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama -
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What if business could be more like art? Join me for a special birthday episode of Epochal Growth, where Craig Crisler, CEO and co-founder of SupportNinja, shares his unique journey from serial entrepreneurship to leading with humility and authenticity. Craig's personal story of recovery deeply influences his approach to leadership, bringing a fresh perspective on creating value in business through genuine relationships. Together, we explore the idea of business as an art form, where thoughtful interactions can have a lasting impact, much like a masterpiece.
Craig and I dig into the unconventional paths of leadership within the outsourcing industry, emphasizing the importance of surrounding yourself with smarter individuals to drive growth and innovation. We share insights from our career journeys, highlighting how diverse experiences contribute to a unique leadership style. As SupportNinja grew, he remained committed to redefining traditional BPO models and embracing global collaboration, which has been pivotal in enhancing business practices and outcomes. Our candid discussion sheds light on the complex dynamics of customer experience (CX) and the significance of integrating it into the core business strategy.
The episode takes a heartfelt turn as we discuss finding alignment and fulfillment in both personal and professional life. Craig draws a beautiful analogy to the Beatles' harmonious era, describing a stage where everything feels in sync. We explore the joy and contentment that come from aligning our passions and efforts with our true selves, despite challenges. Craig's analogy of a band creating great music encapsulates the essence of striving for balance and fulfillment, celebrating the peace that comes with living and working authentically.Support the show
“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama -
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Discover the transformative insights of Greg Collins, Vice President of Revenue at Boldr, as he shares his journey from SaaS to BPOs.
Learn how stepping outside conventional roles can lead to joy and growth in both personal and professional realms. Greg's conversation encourages us to focus on the intersection of talents and passions, offering guidance on creating a more fulfilling career path rather than merely chasing titles or companies.
Struggling with overcommitment and the pressure to please? Greg illuminates the importance of setting and communicating personal boundaries, introducing the concept of FOG—fear, obligation, and guilt—as a framework for decision-making. The episode underscores the power of radical candor in communication, emphasizing the need for caring enough to engage in conflict when necessary. Real-world anecdotes highlight how understanding one's needs and creating a supportive environment can lead to better leadership and healthier work-life balance.
Finally, we explore the significance of KPIs (Key Performance Indicators) in fostering meaningful team conversations, rather than just measuring success. Greg shares how setting a Big Hairy Audacious Goal (BHAG) can inspire a culture of curiosity and collaboration. We discuss the value of cultural fit and leadership transparency, offering strategies for evaluating these aspects during job searches. We close the conversation asking everyone to think about the ripple effect they make in their daily work and life. Those small ripples can change the world.
This episode provides reassurance on navigating career transitions and underscores the power of maintaining a supportive network amidst an ever-evolving job market.Support the show
“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama -
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In this special crossover episode, Sarah Caminiti teams up with Mat Patterson, host of Help Scout's The Supportive, to dive into one of the hottest topics in customer service: the future of self-service and AI. As businesses evolve, so does the way we support customers, and self-service is quickly becoming the go-to solution. But what does that mean for support teams, leadership, and customer experience?
Bring a notebook and listen as Mat breaks down the critical role self-service plays in streamlining operations, enhancing customer satisfaction, and freeing up your team for more complex, impactful work. From ancient vending machines to modern AI tools, Mat explores how tech is reshaping customer interactions and why human empathy remains irreplaceable.
Sarah also jumps in throughout the episode to offer her leadership insights on how to navigate the transition to AI-powered self-service without losing the personal touch that defines great support. If you’re a leader, CX professional, or just curious about the future of work, this episode is packed with actionable takeaways on using AI and self-service to empower your team and elevate your customer experience.
Tune in for a forward-thinking conversation that will change the way you approach customer service, strategy, and leadership in the age of AI!
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“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama -
Text me with feedback or questions!
Imagine transforming your workplace into a hub of creativity and purpose, where AI serves as an empowering co-pilot rather than a replacement. In our latest episode, we invite you to discover how global expert Luke Jamieson transitioned from baking pastries to leading dynamic contact centers, all while championing the cause of meaningful employee experiences. Get ready to challenge traditional motivation methods and usher in a human-centered leadership approach that moves beyond the mundane and taps into the vast potential of every team member.
AI isn't just a tool; it's a catalyst for redefining the future of work. Picture a world where organizations shed their task-oriented routines in favor of pursuing purpose-driven goals, enabling employees to connect deeply with their core values. Luke and I discuss how this shift enables intrinsic motivation to flourish, reducing stress, and enhancing job satisfaction. We also delve into the pitfalls of traditional reward systems, advocating for a culture of appreciation and gratitude that fosters transparency and dismantles silos in the workplace.
Our conversation takes a thought-provoking turn as we explore the importance of community-building and collaboration. We highlight the need for leaders to create spaces where growth and interaction thrive, viewing challenges as opportunities rather than obstacles. Join us as we tackle topics ranging from Australia's tall poppy syndrome to innovative evaluation methods in education. Together, we redefine leadership as a journey of shared success, inviting you to engage with our RVA framework to align your personal values with your career goals, driving meaningful and lasting change in your leadership journey.
Huge thank you to Mario Hernández for editing this content and PostFlow for helping me with the clips!Support the show
“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama -
Text me with feedback or questions!
Did you get your tickets to Elevate in London?
How does one transition from the fast-paced world of Austin startups to leading a remote-first team in Denver? Find out in our enlightening conversation with Cheryl Spriggs, the Manager of Premier Support at Zapier.
Cheryl opens up about her evolution from an individual contributor to a leadership role, offering candid insights into overcoming imposter syndrome and navigating the tech industry's male-dominated landscape. You'll hear stories of her pioneering efforts, like creating maternity leave policies in her former company, and how embracing neurodiversity has transformed her leadership style.
In this episode, we tackle the real-life challenges and opportunities Cheryl faced while managing high-stakes programs and global teams. Learn how she dealt with the fear of failure and leaned into self-validation, trusting that her colleagues and leaders believed in her capabilities. Cheryl also shares practical anecdotes about global time zone mishaps and the importance of extending grace to oneself during these professional hurdles. Her journey serves as a masterclass in employee empowerment, particularly in times of organizational changes and personal challenges, emphasizing mentorship and support.
Finally, we discuss the critical role of self-care in leadership. Cheryl shares her personal journey of reducing self-imposed pressure and redefining failure as a learning experience. She talks about the importance of having a supportive network of peers, leaders, and family to maintain a balanced perspective. Cheryl’s narrative is a testament to the power of empathetic and supportive leadership, showcasing how fostering growth and stability, especially among women, can significantly impact team morale and career progression. Join us for an episode filled with empowering lessons on leadership, growth, and self-belief.
Don't forget to check out The Support Human Podcast!Support the show
“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama -
Text me with feedback or questions!
Discover the ageless principles of customer support with our special guest, Mat Patterson, the Customer Service Content Lead at Help Scout. We embark on a historical journey through the fundamentals of customer service, examining how they've endured through time while facing modern challenges. Mat digs into the transformative potential of AI in customer support, offering invaluable insights on crafting effective self-service platforms and integrating AI thoughtfully without compromising service quality.
Next, we tackle the transitional phase companies experience when adopting AI tools in customer support. Learn about the common pitfalls of cheap AI solutions and the crucial role of maintaining high-quality support professionals. Mat shares his perspective on the rewarding aspects of nurturing talent in the support field, emphasizing the alignment of personal and workplace values, and the opportunities arising from market frustrations. We also explore skill improvement and career growth in a refreshing take on leadership within customer service.
Finally, we dive into the essence and mission of "The Supportive" Podcast & Newsletter and it's related content. Mat shares the unique challenges faced by support teams and the vision of Help Scout's founders. We discuss the importance of maintaining core values under financial pressures and the profound learning curve experienced by support teams. Tune in to understand the value of community in fostering growth and alleviating the stresses of support roles, and why everyone, including non-support staff, should appreciate the nuanced skills and emotional labor involved in customer support.
Couldn't make it to Denver? What about London? November 8th I will be there 100% and I cannot wait to meet everyone. Link!Support the show
“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama -
Text me with feedback or questions!
What if customer support could be the secret weapon in your arsenal for product innovation? Join us as we chat with Elyse Mankin, who takes us on a journey from her marketing roots to becoming a pivotal figure in customer support.
We promise you'll discover how integrating support and product teams can revolutionize your approach to customer feedback and drive meaningful change. Elyse shares her invaluable insights on the evolving landscape of support, especially with the rise of AI, and how these advancements provide new opportunities for teams to focus on impactful work.
Building solid relationships across your organization is key, and Elyse underscores the importance of understanding customer feedback to inform product development. You'll learn how individual issues can reveal broader trends and how effective communication with other departments can lead to scalable solutions. Regular check-ins with key partners, like product managers, ensure alignment and maximize the effectiveness of support initiatives. This episode is packed with strategies for fostering a culture of curiosity and openness, allowing your team to experiment and innovate without fear of failure.
Transparency and effective communication are at the heart of enhancing the support experience. Elyse discusses the power of showing customers that their feedback is valued, which can significantly boost trust and engagement. We'll explore the crucial role of support teams as both product experts and problem solvers and the importance of cross-functional collaboration. Empowering support teams with autonomy and ownership, celebrating their successes, and embracing change are all vital components in driving innovation and achieving positive outcomes. Don't miss out on these game-changing insights that can transform your support strategy and elevate your product development process.Support the show
“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama -
Text me with feedback or questions!
What if you could reclaim your power and reshape the narrative of your life? Join me, Sarah Caminiti, as I celebrate a personal milestone on this episode of Epochal Growth. Reflecting on my journey to empowerment, I share how tuning into the universe's signals has guided me to reclaim control and value my self-worth. As a mother, every word and action becomes a seed for future growth, and I'm committed to cultivating a garden of empowerment. This chapter is a heartfelt testament to reclaiming control and celebrating self-worth.
Navigating power dynamics in leadership can be a daunting challenge, especially for women in tech and customer experience sectors. We'll discuss self-advocacy, the biases we confront, and the need for women to reclaim their power while leading authentically. Drawing from my personal experiences, this conversation underscores the importance of entering new roles with confidence and the powerful impact of recognizing your worth. By supporting each other in professional environments, we can dismantle the barriers of discrimination together.
Finally, we explore the subtle ways women often give away their power in professional settings, and the consequences of staying silent. In sectors like customer experience, women frequently feel undervalued and replaceable. I emphasize the importance of gathering extensive data to confidently assert influence and turn challenges into opportunities. This episode is a rallying cry to embrace empowerment, reject self-doubt, and claim the space we deserve. Let's recognize the extraordinary contributions of every listener as we build something incredible together. Join me on this transformative journey in Epochal Growth.
Make sure you've subscribed to Support Human's newsletter! I quote her piece: Happy National Power Rangers Day! - I think a lot about power, in the way that people who’ve been powerless often do. and strongly recommend you read it after you listen to the episode.
Don't forget to get your tickets to ElevateCX's events Sept 26 - 27 in Denver and Nov 8 in London - I will be there speaking, collaborating and hugging all who let me!Support the show
“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama -
Text me with feedback or questions!
DENVER ELEVATECX TICKETS
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Unlock the secrets of AI's transformative power in customer engagement with our special guest, Rob Dwyer, Vice President of Customer Engagement at Customer Direct and HappiTu. Rob brings a wealth of experience from both BPO and technology sectors, shedding light on the nuanced interplay between advanced AI tools and human empathy. Together, we explore the ethical considerations and practical benefits of AI in enhancing customer interactions, moving beyond the limitations of traditional surveys and agent-driven data.
Ever wondered how AI could ease the pressure on support center agents? Discover the fascinating dynamics of modern customer service roles as we discuss the dual challenges faced by agents: delivering exceptional service while generating precise data. Rob offers insights into how AI and automation are revolutionizing post-conversation tasks, allowing agents to concentrate on meaningful engagement. We also reflect on how these technological shifts could redefine the talent landscape in BPO roles, emphasizing the irreplaceable human touch in customer interactions.
Finally, join us for a heartfelt conversation on recognizing potential in unexpected places. Through touching personal stories, we highlight the power of empathy, patience, and encouragement in uncovering hidden talents. We also tackle the complexities of digital communication in today's always-on world, offering strategies to maintain presence and meaningful connections amidst constant notifications. Tune in for a rich discussion that bridges technology, empathy, and the art of human connection in the digital era.Support the show
“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama -
Text me with feedback or questions!
BUY YOUR TICKETS TO ELEVATECX IN DENVER HERE!
Ever felt overwhelmed in customer service roles, struggling to keep a professional demeanor while maintaining your sanity? Hilary Dudek, head of customer experience at Gamma, joins us and shares her unique approach, drawing on her background in musical theater. Learn how adopting different roles or personas can help you set emotional boundaries, protect your energy, and avoid burnout, while still delivering top-notch customer service. We explore practical strategies for clearly communicating your boundaries and ensuring they are respected, helping you to preserve both your mental health and team harmony.
Customer support requires a unique set of skills that go far beyond answering phones. In this episode, we unpack the essential qualities that define exceptional service, such as empathy, quick thinking, and active listening. As AI and automation become more prevalent, we emphasize the irreplaceable value of the human touch in handling complex issues and fostering customer relationships. We also debate the pros and cons of automating repetitive tasks versus using them to deepen customer connections, ensuring you stay ahead in an evolving landscape.
Working in a startup environment brings its own set of challenges and rewards. Here, we celebrate the dynamic culture at Gamma, a growing team fueled by collaboration and shared goals. With insights on how platforms like Canny enhance team communication and feedback, we discuss the importance of maintaining work-life balance and high-quality output in a non-hustle culture. Hilary also shares her journey of building trust and camaraderie within outsourced teams, highlighting the significance of consistent communication and leading with confidence. Join us for an episode filled with actionable advice and inspiring stories that will help you thrive professionally and personally.Support the show
“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama -
Text me with feedback or questions!
BUY YOUR TICKETS TO DENVER ELEVATECX HERE
Unlock the keys to global business success with insights from Markus Seebauer, founder of Gateway Translations. We explore the critical role of localization and translation in today's international marketplace, revealing how businesses can adapt their products and services for diverse markets without losing their brand identity. Markus uncovers common pitfalls in global strategies, the necessity of continuously updating localized content, and the dire consequences of neglecting this upkeep.
He also shares groundbreaking ways to leverage AI to create genuine value and elevate customer experiences—essential know-how for both startups and established enterprises.
Discover the intricacies of maintaining accurate and culturally sensitive translations for technical products. Our discussion emphasizes the paramount importance of human oversight to avoid translation errors and offensive content that AI alone could miss. We delve into cultural nuances, such as negative historical connotations of certain words in German and regional differences in Spanish, underscoring the indispensable role of professional translators. Markus shares real-world examples and personal experiences that highlight the essential investment in proper translation and localization to avert potential PR disasters.
Navigate the complexities of global customer support with our expert guest as we tackle the challenges of providing effective assistance in international markets. From dealing with colloquial language to the limitations of automated translation tools, Markus offers invaluable insights and real-world anecdotes. We explore outsourcing as a viable solution for startups lacking a full-time multilingual team and stress the importance of cultural understanding to enhance the customer experience. Tune in for practical advice on building brand ambassadors through cultural awareness and improving global product support.Support the show
“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama -
Text me with feedback or questions!
BUY TICKETS TO ELEVATECX DENVER HERE
Curious about how empathy can revolutionize customer experience and support? Join us as we sit down with Lauren Eimers, a therapist-turned-customer-experience expert, who shares her unique journey from counseling psychology to the SaaS industry. Discover why empathy is an untrainable yet essential skill for success, how it should be a core consideration in hiring, and the transformative impact of mentorship for women and newcomers in tech. Lauren also discusses the complexities of measuring impact through metrics and the holistic approach needed to truly understand and improve customer experiences.
Ever wondered how interconnected your company's departments really are? Lauren likens customer support and success teams to a terrarium, where every department must work symbiotically to enhance user experience and reduce churn. We dive into the emotional vulnerability of customers and the crucial need for support teams to be involved early in product development and marketing. This integrated approach ensures a holistic feedback loop that not only solves problems but also fosters a supportive and empathetic environment for both customers and internal teams.
Don't miss our exploration of the unexpected ripple effects of support roles and the power of community-based mentorship. Lauren emphasizes the importance of creating supportive spaces where vulnerability is welcomed and growth is nurtured. We discuss how senior leaders can learn from younger mentors through curiosity, transforming defensiveness into opportunities for collaboration and understanding. Ultimately, the episode underscores the immense value of genuine human connection in customer support, advocating for intentional, meaningful communication that drives positive change within communities. Get ready to be inspired and empowered to be the change you seek!Support the show
“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama -
Text me with feedback or questions!
CHALLENGE ACCEPTED - BUY YOUR TICKETS HERE
Building genuine relationships and finding support in the workplace is crucial, especially for women.Dropping the ego and competition allows for authentic connections and mutual support.Taking risks and being open to new opportunities can lead to personal and professional growth.Choice and empowerment are key in creating a fulfilling career. Take pride in your accomplishments and allow yourself to feel good about your work in the support community.Asking for help and support is not a sign of weakness, but rather a way to build relationships and connections.Sharing experiences and knowledge within the support community is valuable and helps to create a supportive and collaborative environment.Have confidence in your abilities and advocate for yourself and your team in order to be recognized and valued in the workplace.Prioritize relationships and empathy in support interactions, as they are key to building trust and providing a positive customer experience.
What does it mean to lead with authenticity and foster genuine connections in the workplace? Join us for an enlightening conversation with Sarah Hatter, the founder of ElevateCX, as she unpacks the dynamics of building meaningful relationships and robust support systems, especially for women in the professional sphere. Sarah Hatter shares her journey and highlights the transformative power of shedding ego and competition, illuminating how these changes can spur both personal and career growth. Learn about the pivotal role of risk-taking and seizing new opportunities in shaping fulfilling careers, and the empowerment that comes from making deliberate choices.
Ever wondered how profound life experiences can break down social barriers and create deep, lasting friendships? This episode delves into the unique bonds formed through shared transformative events, such as completing the Camino. Sarah and I discuss the challenges of forming genuine friendships as adults and the importance of vulnerability and trust in connecting with others both personally and professionally. The conversation emphasizes the necessity of community and mutual support, highlighting how these elements are essential for navigating life's hurdles and achieving personal aspirations.
Discover the power of a supportive community, particularly for women aged 35 to 45, as we explore the shift from competition to collaboration. Reflecting on experiences in the tech industry, Sarah and I stress the importance of recognizing one's values and the pivotal role of mentorship. We also dive into strategies for effective customer support and the persistent challenges CX teams face in gaining recognition. Through inspiring stories and practical advice, this episode underscores the significance of embracing change, taking risks, and the profound impact of a community that celebrates achievements and fosters a collaborative environment.
TakeawaysSound Bites
"I feel like I have known you for 15 years."
"Women our age are so done with the competition, we're so over it."
"Elevate is a safe space to ask questions and receive thoughtful help."
"You have to allow yourself to be proud of yourself."
"Support in the communal sense compounds the more you receive it."
Support the show
“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama -
Text me with feedback or questions!
What happens when you decide to reinvent yourself—both personally and professionally? Join us on this episode of Epochal Growth as we explore the transformative power of reinvention, featuring an inspiring story of a friend who successfully negotiated her worth. Her journey underscores the value of self-advocacy and the courage it takes to ask for what you deserve. We expand on the concept of reinvention, exploring career shifts and personal growth while highlighting the necessity of intentionality and purpose. Get ready to tackle imposter syndrome head-on and discover why it might just be a sign of untapped potential waiting to be unleashed.
Meet our guest Jaclyn Mullen, whose fascinating career journey takes her from the music business to becoming a key player in the tech industry. From her roots in her grandparents' jewelry store to an unexpected pivot into HR tech and customer marketing, Jaclyn's story is a testament to adaptability and continuous learning. We discuss the challenges and opportunities presented by the rise of AI in customer support, emphasizing how unexpected career paths can lead to deeply fulfilling professional journeys. Through Jaclyn's experiences, we highlight the importance of building strong customer relationships and staying open to new opportunities.
Customer support roles are evolving, becoming more inclusive and essential as business differentiators. Learn about the shift towards valuing skills over college degrees and the impact of generative AI on support operations. We discuss the need for leadership to remain adaptable and recognize customer experience as a competitive edge. Finally, we emphasize the significance of constructive feedback and clear communication within teams, noting how empathy and self-awareness can drive both personal and professional growth. Don't miss out on these insights and strategies to empower your journey of ethical growth and reinvention.
Need tickets to ElevateCX in Denver?
http://www.eventbrite.com/e/773274172867/?discount=sarahSupport the show
“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama -
Text me with feedback or questions!
When you think of your career journey, does it look anything like you thought it would 5, 10, even 20 years ago?
Get ready to be inspired by the remarkable journey of Jenn Southan, Senior Director of Customer Support at Olo, in her podcast debut. Jenn takes us through her transformative five-year tenure at Olo, marked by navigating the tumultuous waters of a global pandemic, the excitement of a company going public, and the complexities of multiple acquisitions. Discover how she transitioned from outsourced support to leading an internal team, all while offering invaluable advice on setting non-negotiables, establishing boundaries, overcoming imposter syndrome, and embracing career pivots.
Jenn's story is a testament to resilience and reinvention, as she shares her experiences of taking significant time off to raise her children and then re-entering the workforce with TeamSnap. From growing the support team at TeamSnap to facing unexpected layoffs and rebounding with a role at Olo, Jenn's journey is filled with lessons on respecting new roles, drawing motivation from colleagues, and rebuilding passion in the face of adversity. Her narrative emphasizes the importance of a balanced approach to career growth and the power of glowing recommendations from peers to reignite one's professional drive.
But the inspiration doesn't stop there. We explore how Olo's intentional hiring practices and support for internal mobility foster a thriving and adaptable workplace culture. Learn how encouraging shadowing, cross-departmental projects, and career coaching can reduce imposter syndrome and boost employee satisfaction. Jenn's story highlights the significance of confident female leadership and the societal challenges women face, all while embracing the "Ownership Era" of her career. As we wrap up, we leave you with a call to action to take bold steps in your own career journey, ensuring you're always moving toward personal and professional greatness.
Don't miss this transformative conversation with Jenn Southan—it's bound to leave you motivated and ready to make great things happen.Support the show
“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama -
Text me with feedback or questions!
How do cultural differences and individual motivations shape our impact in a global and remote work environment? In Episode 10 of Epochal Growth, host Sarah Caminiti sits down with Ricardo Araújo to explore these themes and more. Ricardo shares his journey of launching a coding course to tackle unemployment in Portugal, resulting in thousands of new jobs. The conversation highlights the importance of creating safe spaces, empowering others, and thinking big to make a positive difference.
Ricardo discusses the significance of understanding the context of others, especially in remote work settings, and the role of intentional communication in building trust. They touch on the impact of changing seasons on mood and work dynamics, emphasizing the need for empathy and awareness in leadership. Ricardo's stories of sparking growth in others illustrate how having a purpose and treating others with kindness can lead to transformative outcomes.
Tune in to discover how thinking big and investing in education can create positive social impact. Learn how creating an environment where everyone can shine and practicing intentional communication can lead to better relationships and success. Join us for an inspiring conversation on being impactful and changing lives for the better.
Key Takeaways:
Understanding the context and motivations of individuals is crucial in a global and remote work environment.
Creating safe spaces and empowering others can lead to positive outcomes and success.
Thinking big and taking action can make a significant impact, even if it starts with just one person.
Cultural differences play a role in communication and trust-building, and it's important to be aware of and respect these differences.
The changing seasons can affect people's mood, energy levels, and communication styles, which can impact work dynamics.
Investing in education and providing opportunities can transform lives and create a positive social impact.
Quotes:
"Understanding the context is really critical for your success as a person that leads others and manages."
"You are what you build, and it's not about the money or material possessions, but the impact you have on others."
"Creating an environment where each person can shine if given the space to shine."
"Growth Sparker, that's my nickname."
"Knowing that someone sees you for you and then you give that back to people every time that happens."
"Putting change and growth movement, where we think about people, where we think about individuals in a scalable way, but touch each other with kindness."
Support the show
“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama -
Text me with feedback or questions!
Can anger be useful? In Part 2 of "The Art of Being Dead Inside," host Sarah Caminiti and Stephanie Lundberg continue to explore why the emotions CX leaders feel are so intense an what companies are doing to set themselves apart.
Sarah and Stephanie discuss the unique challenges support professionals face, including navigating complex situations and bridging gaps between departments. They emphasize the need for organizations to value and listen to support professionals' insights, and the frustration of being undervalued. The episode also covers the importance of open communication and transparency in hiring processes, the limitations of AI, and the irreplaceable value of human connection. Discover how thoughtful support practices, prioritizing employee and customer well-being, and embracing individuality can drive positive change in the support industry.
Join us for an eye-opening discussion that highlights the power of kindness, constructive anger, and the transformative potential of genuine human interaction in customer support.Support the show
“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama -
Text me with feedback or questions!
What happens when vulnerability and connection take center stage in customer support? In Episode 8 of Epochal Growth, host Sarah Caminiti sits down with Stephanie Lundberg, founder of The Support Human newsletter and Bad Job Bingo, to discuss her journey into customer support and the critical role of empathy in the industry. Stephanie shares insights into the emotional challenges of support work, highlighting the need for professionals to be attuned to the emotional states of both customers and colleagues, and to foster a safe, low-stress environment.
This episode also explores the often-overlooked value that support professionals bring to their organizations. Stephanie emphasizes the importance of candid discussions about the challenges and trends within the support industry, advocating for a greater recognition of the wisdom and intelligence inherent in these roles. Learn how support professionals can navigate conversations and bridge departmental gaps, driving positive change and enhancing the overall customer experience.
Tune in to discover actionable strategies for creating a supportive work environment and the power of vulnerability in customer support. This episode is a must-listen for anyone looking to understand the profound impact of empathy and connection in transforming the support industry.Support the show
“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama -
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Are you mindful of the impact your choices have on your business and team? In Episode 7 of Epochal Growth, "Advocating for Success," host Sarah Caminiti engages with Srajan Bhagat to explore how being thoughtful about what we put into the world can transform business dynamics. They discuss the power of conscious decision-making, the significance of advocating for what’s right, and how asking the tough questions, even when the answers aren't what we hoped for, can profoundly shape company culture and customer perception.
Srajan shares insights from his journey in the tech industry, highlighting how transparency and authenticity in our choices can lead to greater team success and customer trust. They talk about the role of customer-facing positions and the importance of human-to-human interactions, emphasizing how thoughtful advocacy and clear communication can foster a culture of integrity and collaboration. Through their conversation, Sarah and Srajan illustrate how aligning actions with values and being open to feedback can drive both employee satisfaction and customer loyalty.
Join Sarah and Srajan as they discuss the transformative impact of mindful decision-making on business success. Discover how advocating for your values, maintaining transparency, and fostering a supportive community can create a thriving environment for both your team and your customers. Tune in to gain insights on how your choices can lead to a more positive, impactful business presence.Support the show
“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama - Visa fler
