Experience Matters
by Hiver
Latest episode
Rob Dwyer on Why "This Call May Be Recorded" Was Always a Lie
Rob Dwyer on Why "This Call May Be Recorded" Was Always a Lie
About this podcast
Tune into conversations with customer service experts to discover never-seen-before best practices, challenges, real-life success stories, and more.
Episodes
- Rob Dwyer on Why "This Call May Be Recorded" Was Always a Lie · 47 min"This call may be recorded for training and quality purposes." Most of those calls never get reviewed. That is what Rob Dwyer, Sr. Technical Account Manager at Level AI, and…
- Donald Thompson on the Cost of Using AI the Wrong Way · 30 minAI can generate answers, but it can’t improve how your team thinks or decides. In this episode of Experience Matters by Hiver, Donald Thompson explains why most teams get AI…
- CapForge’s Matt Remuzzi on Why 95% AI Accuracy Isn’t Enough for Scaling an Accounting Firm · 28 minWould you trust AI with your company’s finances if it were only right 95% of the time? Matt Remuzzi, Owner of CapForge, joins Niraj, CEO and Co-founder of Hiver, to explain why…
- CEO of an award-winning BPO: AI Can’t Handle This… And It’s Worth $3,000 · 29 minA human agent might cost $30 an hour. But a single support interaction they handle could protect $3,000 in revenue. In this episode of Experience Matters, Patrick Brown (Founder…
- Jordan on Why 90% Automation Demands Human Support in Healthcare · 31 minBefore a doctor can see patients, hospitals must complete a lengthy, complex credentialing process. Licenses, background checks, and past hospital affiliations. Miss one file or…
- Nellie Akalp’s Playbook for Scaling a Business 7x in 2026 · 25 minCorpNet didn’t scale 7x by chance. For Nellie Akalp, the real turning point was a deliberate shift from a high-volume B2C model to a focused B2B strategy. In this episode of…
- What 20 Years in Contact Centers Taught Luke Jamieson About CX Observability · 34 minMost contact centers obsess over AHT and CSAT, but Luke Jamieson argues these metrics only tell the story after the damage is done. The real problems often start earlier. Poor…
- Chloe Shill on the Systems and AI Behind Great Remote Teams · 28 minEveryone talks about remote work. Few know how to make it work. At Flight CX, Chloe Shill leads a global support operation built on structure, trust, and connection. In this…
- Christian Sokolowski’s AI customer support playbook every leader should hear · 26 minChristian Sokolowski, VP of Customer Support at Rebuy Engine, built an AI support workflow that now resolves 45% of tickets automatically. He shares how his team connects…
- How Tod Ellington built a team that can handle any client request · 29 minTod Ellington, VP of Ops at Whitestone, shares how he scaled operations by connecting systems. Learn how he rolled out Hiver, Asana, and Zoho Analytics, cleaned up workflows, and…
- Why Miles Goldstein Says Most Engineers Shouldn’t Talk to Customers · 27 minSome support leaders think the fastest way to resolve a technical customer issue is to put an engineer on the phone. Miles Goldstein has led global support teams at Okta…
- Karen Lam on Using VoC to Align Product, Finance, and Support | Experience Matters Podcast: Episode 08 · 34 minWhat happens when customer support starts shaping company strategy? Karen Lam, Director of Customer Support at Top Hat, made that shift. She took a routine feedback system and…
- Sarah Caminiti on using customer support to drive product innovation | Experience Matters Podcast: Episode 07 · 28 minIn this episode of Experience Matters, Sarah Caminiti, Manager of Customer Support at Tailscale, shares how she turned support into a driver of product and business decisions…
- Annette Franz on why customer-centricity can’t be an afterthought | Experience Matters Podcast: Episode 06 · 26 minA lot of companies say they’re customer-centric. But what does it actually take to make that happen? In this episode of Experience Matters, Annette Franz—Founder & CEO of CX…
- Lynn Hunsaker on why providing faster support won't fix customer experience | Experience Matters Podcast: Episode 05 · 28 minWhat if your biggest customer experience problem isn’t slow response times but everything happening behind the scenes? Too many companies believe faster support means better…
- What Tough Customers (and Bad Haircuts) Taught Kel Kurekgi About Customer Experience | Experience Matters Podcast: Episode 04 · 28 minWhat can frustrated customers teach you about leadership? What does bad customer service and bad haircuts have in common? Kel Kurekgi, Senior Global Customer Experience Manager…
- Redefining Tech Support with Marti Clark: Inside Google's IT Support Revolution · 25 minEpisode Highlights The Intersection of Marketing and CX: Marti explores the critical role of integrating marketing strategies with customer experience initiatives to drive brand…
- Greg Melia’s Customer Experience Must-Haves: Empathy, Curiosity, and Storytelling · 28 minEpisode Highlights The Role of Empathy and Curiosity: Greg advocates for fostering a culture of empathy and curiosity within organizations, encouraging employees to actively…
- Transforming Customer Service into Revenue with Shep Hyken · 28 minEpisode Highlights The Power of Customer Feedback: Shep emphasizes the critical importance of leveraging customer feedback to transform service interactions into opportunities…
