ElevateCX

🎤🎞️A high energy, high community, high wisdom episode “The one with the CX maven” with Sarah Hatter CX Maven & Creator of ElevateCX  in CX Passport Episode 173🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:45 Sarah's CX origin story 6:46 Importance of Training in CX 9:14 Challenges in CX Industry 16:00 Community power improving Customer Experience 23:33 1st Class Lounge 30:59 Examples of doing CX right 35:39 Contact info and closing Listen➡️ pod.link/cxpassport Watch➡️ youtube.com/@cxpassport  Newsletter➡️ www.cxpassport.com Hosted by Rick Denton “I believe the best meals are served outside and require a passport”

Anger is a tool. I talk in another clip (which I’m happy to link to if anyone’s interested!) about how I try not to be just angry in Bad Job Bingo, because anger for me goes hand in hand with helplessness, and I’d rather be useful. But anger is also communication, and it’s absolutely valid to be angry when you have something to be angry about. If you go watch the full episode at around 14:40, you’ll hear me explain that Bad Job Bingo is not likely to make hiring managers happy because it’s a way to show themes and trends in hiring, but also to create a space where job seekers can compare notes and receive validation for what they’re seeing and experiencing. But that’s not to say that companies have nothing to learn from candidates’ anger - on the contrary, they have everything to gain from understanding poor candidate experiences and distinguishing themselves as being candidate-first. Anyway - if you’d like to watch the bit where Sarah and I commiserate over being angry, we start right at the beginning! https://lnkd.in/gNMEjWt6

Unfortunately we’ll need to postpone our masterclass today due to some technical issues 😩 We’ll update you with the new date soon!

Let’s dive into the world of people management. Throughout my career journey, I've had the opportunity to lead individuals across all levels, many driven by aspirations to get to the next level. Developing each person, both personally and professionally, is crucial for any manager. The key is nurturing direct reports: helping them grow, supporting their ambitions, and ensuring their satisfaction in their roles. This not only boosts their performance but also strengthens team cohesion and overall productivity. Interested in exploring effective people management strategies and what it looks like to grow and retain folks? Join me, Ben McCormack, Fernando Duarte and Sarah Hatter June 28th, for a Live Masterclass hosted by ElevateCX. Sign up with the link 👇 https://lnkd.in/gJ8CxmFN

I know three things. 1. There are tons of skilled, experienced, committed customer support and experience people on here looking for their next role 2. There are teams out there who need their help to deliver better customer support, even though they may not yet know it. 3. How to hide a poorly made dovetail joint, but that’s not relevant right now. Focus up. Here’s where you come in: - If you are looking to hire, then consider this delicious buffet of people just in my 1st level network - If you know of relevant open roles, link them up! - Leave a comment, or repost, or otherwise help get these good people some attention when they most need it. People in CS/CX open to work: Lizzie Keiper Nashville, Tennessee “Director of Events, Customer Support Leadership, Voice of the Customer” Elyse Mankin San Luis Obispo, CA “Customer Support & CX Leader | Team Development | Strategy | Customer Advocacy 💖” Justin Nguyen Canberra, Australia Passionate CX Leader | Customer Operations Expert | Project Manager | Team Builder Daniella Jácome Colombia “Support Manager | Tech Support | Process Optimization | Automations | Team Leadership | Employee Experience “ Denise Twum Santa Clara, California “Head of Support Processes and Programs | Customer Support, Training” Ashley Sachs Greater Chattanooga “Empathy first CX leader and builder | Curiosity and Growth enthusiast” Nadia Sperantova Victoria, British Columbia, Canada “Customer Service (bilingual En/Fr)” Kimberly Reber Elverson, Pennsylvania “Strategic Customer Support Leader| Transforming operations & empowering teams to deliver exceptional customer experiences” Conor Pendergrast Birmingham, England “CX professional coach and consultant, former Senior Leader in customer support at Expensify” Zabrina Ting Vancouver, British Columbia, Canada “Head of Customer Success @ Hailo | Breaking down silos to improve CX | Building trust and value through relationships” Ash Rhodes Mesa, Arizona “Remote Customer Experience Evangelist” Jason De Santis Portland, Oregon “Creative, adaptive, action-oriented and looking for opportunities to flex my extraordinary passion for Customer Service.” #jobs #customerservice #customerexperience #cx

How do you create a culture of continuous improvement in customer support? I believe it starts with investing in "growth time" for your team. On Friday, June 28th at 2 PM ET, I'll be on a panel with my colleagues in the ElevateCX community to discuss Driving Success: Cultivating Continuous Improvement in Support. Joining me will be Meg Palazzolo, Ben McCormack, and Sarah Hatter. 👉 Sign up here: https://lnkd.in/eiYMtr_i What is "growth time"? It's dedicated time for your support team to engage in activities beyond daily ticket resolution—think skill-building, cross-training, and innovation projects. No support professional can excel if they're constantly firefighting. The best teams have the space to develop new skills, explore process improvements, and contribute to strategic initiatives. This not only enhances their capabilities but also leads to a more engaged and satisfied team. Strategically integrating growth time into your team's schedule is one of the most impactful ways to foster a culture of continuous improvement. I look forward to seeing you there!

Come join the incredible forward thinking ElevateCX community to learn, laugh and network! I am going to be speaking on Measuring metrics with more customer focus Join us in Denver in September and use my registration link below for a discount on tickets: https://lnkd.in/gUAcjryj #customersupport #customerexperience #conference #supportleadership #successleadership #customersuccess #metrics

Last chance to RSVP for our #AI masterclass happening today at 11am PST! Don't worry if you miss it - we always have our masterclasses recorded and posted on our website! https://lnkd.in/gfKjg2mB

A big thank you to our sponsors KODIF, Boldr, LaunchBrightly, and Intercom for helping us send more folks to our upcoming #CX events. If you're unable to afford a ticket but want to join us in Denver or London, please reach out so we can offer you one of our scholarship tickets!

We LOVED this conversation with Andrew Rios, MSML & Sarah Caminiti about building your career in #customersupport. It's possible! It's probable! And it's a great choice! https://lnkd.in/gfgnjYHr