top of page
Welcome to our blog, where curiosity meets expertise. Here, we dive deep into the latest trends, share our professional insights, and offer practical advice to navigate the ever-evolving landscape of customer experience.
Exploring the Heart of Our Industry
EP14: Enhancing Team Productivity, Job Application Insights and Work-Life Balance with Stacy Justino
In this episode of the Startup Smoothie podcast, we had the pleasure of speaking with Stacy Justino, the Customer Support Manager at...
Tamara McKenzie
Jun 21, 20233 min read
Helping Your Team Develop Time Management Competencies for Enhanced Customer Service
As a CX leader, one of your key responsibilities is to support your team in developing effective time management skills, particularly for...
Tamara McKenzie
Jun 18, 20235 min read
Bonus Episode: The TLDR on The Reddit Blackout
In a shocking turn of events, Reddit has announced a paid API model similar to Twitter, leading to an unprecedented protest with over...
Tamara McKenzie
Jun 15, 20233 min read
Unlock the Power of User Interviews: A Guide to Conducting Effective User Research
If you're responsible for the user experience at your company or organization, conducting user interviews can be an incredibly powerful...
Tamara McKenzie
Jun 14, 20235 min read
Integrating Support and Product Teams: A 6-Step Plan for Improved CX and Feature Adoption
The goal of your agent support and product teams should be to make your customers successful. When these teams work together and share...
Devon Harris
Jun 10, 20233 min read
EP13: Agent Retention & Empowering Your Support Team with Fernando Duarte
We had a very engaging conversation with Fernando Duarte, a seasoned expert in building successful and motivated support teams. We delved...
Tamara McKenzie
Jun 8, 20232 min read
The Perils of Relying on Data and Assumptions: How Ignorance Can Lead to Fraud
Recent instances of fraud have highlighted the risks of relying solely on data for verifying customer identity. This approach can leave...
Devon Harris
May 28, 20233 min read
EP12: Zendesk, Work Satisfaction & Acquisitions with Lance Conzett
In this episode of The Startup Smoothie podcast, we have Lance Conzett, the CX Lead at Found, joining us for a kaleidoscope of...
Tamara McKenzie
May 26, 20231 min read
A Comprehensive Customer Onboarding Checklist for Consistent and Delightful Experiences
Providing a consistent onboarding experience for customers is crucial to the success of any business. To achieve this, it is important to...
Tamara McKenzie
May 23, 20234 min read
Beyond Buzzwords: Cultivating Genuine Empathy in the Workplace
In today's ever-changing business world, companies are placing increasing emphasis on empathy as a crucial component of employee...
Tamara McKenzie
May 18, 20234 min read
EP11: Leveraging Customer Insights for Branding Success with Michael Doyle
In this episode, we're joined by Michael Doyle, the founder and CEO of Brand Iron, to dive into the powerful influence of branding and...
Tamara McKenzie
May 17, 20235 min read
Zendesk Tip: Creating Custom Slack Notifications for Any Trigger or Automation
Regrettably, the default integration between Zendesk and Slack does not provide sufficient flexibility for notifying you of crucial or...
Devon Harris
May 8, 20233 min read
EP10: Making the Most of Your Conference Experience with Will Curran
Will Curran, founder of Endless Events and mastermind behind the #EventProfs Community shares his experience in event planning and...
Tamara McKenzie
May 5, 20233 min read
FedNow: A New Era of Real-Time Payments
The Federal Reserve's announcement of FedNow, a real-time payment service set to launch in July of this year, is set to disrupt the...
Ana Gomez
May 4, 20234 min read
15 Ways Customer Support Can Contribute to Customer Retention
Having a customer service team is only necessary if there are customers to serve. If a company fails to maintain enough customers, it may...
Tammy McKenzie
May 1, 20238 min read
EP9: Proactive Support & Client Experience Strategies with Michelle Salatto
Michelle Salatto, the Product Support Director at Entertainment Partners, shared insights on balancing proactive customer support with...
Tamara McKenzie
Apr 28, 20232 min read
Deflecting Chargebacks and Protecting Your Business
Credit card chargebacks can be frustrating for businesses, as they can result in lost profits and fees. However, there are ways to avoid...
Devon Harris
Apr 27, 20233 min read
EP8: Mindful & Authentic Marketing Strategies with Sarah DeGeorge
On the latest installment of The Startup Smoothie podcast, we had the honor of chatting with Sarah DeGeorge, a highly skilled digital...
Tamara McKenzie
Apr 25, 20233 min read
Understanding Friendly Fraud Chargebacks: Strategies to Minimize Their Impact
Friendly fraud chargebacks are an increasingly common problem for businesses today. It can be an incredibly costly and time-consuming...
Tamara McKenzie
Apr 20, 20236 min read
The Intersection of Accessibility and Activism in Customer Experience Design
In an increasingly interconnected world, businesses must prioritize accessibility and inclusivity to provide exceptional customer...
Tamara McKenzie
Apr 17, 20234 min read
EP7: Maximizing Employee Experience & Customer Obsession With Lydia Day
On this week’s episode of The Startup Smoothie podcast, Lydia Day, the Customer Operations Manager at CharlieHR, imparted her insightful...
Devon Harris
Apr 12, 20233 min read
bottom of page