Podcast Guest Portrait

Ep. 20: How Loom tackled contact rate while scaling to 10 million users

With Lauren Cunningham, Senior Support Ops & Strategy Lead at Loom

Read summary →

New guides & podcasts every week

🤝 A "little gem" for CX & support leaders (real quote!)
📈 Tactical advice
📚 Stay up-to-speed with the industry
💕 +1,000 industry professionals

Welcome! Check your email in 5 minutes for all the eBooks. Follow us on LinkedIn for regular entertaining videos :)

Oops! Something went wrong while submitting the form.

State of Customer Service Podcast

Interview with Oleg Krasnov, Head of Support Excellence at Miro

Why you should invest in support operations early

Interview with Oleg Krasnov, Head of Support Excellence at Miro

Interview with Lauren Cunningham, Senior Support Ops & Strategy Lead at Loom

How Loom tackled contact rate while scaling to 10 million users

Interview with Lauren Cunningham, Senior Support Ops & Strategy Lead at Loom

Interview with Roman Siepelmeyer, Head of Operational Excellence, GetYourGuide

How to outsource customer service as you scale

Interview with Roman Siepelmeyer, Head of Operational Excellence, GetYourGuide

Interview with Charlotte Spain, Customer Service (Rider Happiness) Manager at Buzzbike

How to build a customer obsessed culture

Interview with Charlotte Spain, Customer Service (Rider Happiness) Manager at Buzzbike

Teresa Anania, VP Global Customer Success and Renewals at Zendesk

Best practice tips for Zendesk users

Teresa Anania, VP Global Customer Success and Renewals at Zendesk

Nate Brown, Founder at CX Accelerator and CXO at Officium Labs

How to drive customer service CSAT from 30% to 90%

Nate Brown, Founder at CX Accelerator and CXO at Officium Labs

MJ Marques, Product Manager at Tymeshift, and Kirsty Pinner, Product Manager at SentiSum

How customer support can help create better products

MJ Marques, Product Manager at Tymeshift, and Kirsty Pinner, Product Manager at SentiSum

Sham Aziz, Head of Customer Service at Selfridges

How the pandemic changed customer service at Selfridges

Sham Aziz, Head of Customer Service at Selfridges

Adrian Swinscoe, Author of Punk CX and Customer Service Advisor

How to optimise your customer service

Adrian Swinscoe, Author of Punk CX and Customer Service Advisor

Heidi El Hawary, Head of User Support, trivago

Challenging the status quo of customer service: Support insights, careers, and bad tactics

Heidi El Hawary, Head of User Support, trivago

Graham Johnston, Head of Omnichannel, Three

How to create an omnichannel strategy

Graham Johnston, Head of Omnichannel, Three

John Ernberger, Co-Founder, Stella Connect (a Medallia company)

How the pandemic has changed the contact center: workforce, comms, tech, and insight

John Ernberger, Co-Founder, Stella Connect (a Medallia company)

Edward Deason, UK Head of Customer Service, Pret a Manger

How Pret CX responded to closing 500 stores overnight

Edward Deason, UK Head of Customer Service, Pret a Manger

Annette Franz, Founder at CX Journey, Chair of the CXPA

6 step process for customer journey mapping

Annette Franz, Founder at CX Journey, Chair of the CXPA

Nicholas Zeisler, CCXP, Zeisler Consulting, Director of CX at HP

How to build a customer-centric culture

Nicholas Zeisler, CCXP, Zeisler Consulting, Director of CX at HP

How to build empathy in your customer service team

Megan Bowen, Chief Customer Officer, Refine Labs

Common customer support challenges in fast-growing companies

Alice Godfrey, Founder, Bloomic, Ex-Zava

Karolina Zielenow, Head of Customer Support, MoonPay, ex-Revolut

Customer support in a hypergrowth company

Karolina Zielenow, Head of Customer Support, MoonPay, ex-Revolut

Augie Ray, Vice President Analyst, Gartner

Why CX leaders must tie their outcomes to revenue

Augie Ray, Vice President Analyst, Gartner

Sean Mckee, Director of eCommerce and CX at Schuh

How customer experience improvements drive sales at Schuh

Sean Mckee, Director of eCommerce and CX at Schuh