Table Service

Host Jordan Hooker is joined by Zack Hamilton, author of the Experience Performance System™ and host of the Unf*cking Your CX Podcast - they dig in to what it means to build CX programs that drive outcomes, how CX leaders earn a seat at the table, and what teams get wrong about AI.Want to connect with Zack? Find him on LinkedIn: https://www.linkedin.com/in/zackhamilton/Want to learn more about the Experience Performance System? https://www.theexperienceperformancesystem.com/Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/

Grant Stanis, CEO of TeamSupport, shares insights on the transformation of customer support from a cost center to a strategic driver of retention and growth. He emphasizes the importance of ruthless prioritization, building a community of support leaders, systematizing support applications, and strategic time management for support leaders. The conversation delves into the importance of data-driven decision-making in support, the differences between B2B and B2C support, and the role of support managers in understanding and meeting the needs of their organizations.TakeawaysRuthless prioritizationBuilding a community of support leadersSystematizing support applicationsStrategic time management for support leaders Data-driven decision-makingDifferentiating B2B and B2C supportWant to connect with Grant? Find him on LinkedIn: https://www.linkedin.com/in/grantstanis/Want to learn more about TeamSupport? https://www.teamsupport.com/Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/

In this episode of the Table Service podcast, host Jordan Hooker speaks with Shmuel Saklad, Senior Manager, Customer Experience & B2B Contact Center Operations at B&H Photo Video. They dig into building a culture of excellence in support and how leaders can identify and build future leaders.Want to connect with Shmuel? Find him on LinkedIn:   / shmuel-saklad  Want to connect with Jordan? Find him on LinkedIn:   / jordanhooker  

In this episode of the Table Service podcast, host Jordan Hooker speaks with Karen Lam, Director of Customer Support at Top Hat. They dig into empathy in support, the importance of context, the growth of AI in the space, and building a culture of continuous improvement.Want to connect with Karen? Find her on LinkedIn:   / karenklam  Want to learn more about Top Hat?: https://tophat.com/Want to connect with Jordan? Find him on LinkedIn:   / jordanhooker  

In this episode of the Table Service podcast, host Jordan Hooker speaks with Ty Givens, founder and CEO of CX Collective, about her extensive experience in customer experience leadership. They discuss the challenges of managing teams, the importance of playbooks, and the evolving landscape of customer support with the rise of AI. Ty shares insights on empowering women in leadership roles and the significance of understanding the realities of management. The conversation emphasizes the need for leaders to adapt to rapid growth and the importance of creating supportive environments for their teams. Want to connect with Ty? Find her on LinkedIn: https://www.linkedin.com/in/tybryantgivens/ Want to learn more about CX Collective? https://www.cxcollective.com/ Check out CX Collective's Playbooks: https://www.cxcollectiveadvantage.com/ Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/

In this episode of the Table Service podcast, host Jordan Hooker speaks with customer experience leader Stephen Wood about the importance of proactive management in customer risk. They discuss the hidden costs of ignoring customer satisfaction, the impact of organizational culture on support teams, and the necessity of cross-functional collaboration for customer success. Stephen emphasizes the need for support teams to be viewed as revenue protectors rather than cost centers and introduces the Signals platform, which aids in identifying customer health risks early. The conversation highlights actionable strategies for transforming customer experience leadership and improving overall organizational performance. Want to connect with Stephen? Find him on LinkedIn: https://www.linkedin.com/in/stephenpeterwood/ Want to learn more about Signals? https://signals-app.com/ Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/ Table Service is presented by Tavolo Consulting, hosted by Jordan Hooker, music by Epidemic Sound.

In this episode of the Table Service podcast, host Jordan Hooker speaks with Kevin Zyskowski, CEO of CertainlyCX, about the intricacies of working with Business Process Outsourcing (BPO) companies. They discuss the importance of understanding when to partner with a BPO, key considerations for selecting the right one, and the onboarding process. Kevin shares insights on ensuring accountability and quality in BPO operations, the role of AI in enhancing customer service, and when it might be time to bring operations back in-house. The conversation emphasizes the significance of documentation, employee treatment, and aligning objectives for a successful partnership with a BPO. Want to connect with Kevin? Find him on LinkedIn: https://www.linkedin.com/in/kevinzyskowski/ Want to learn more about CertainlyCX? https://www.certainlycx.com/ Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/ Table Service is presented by Tavolo Consulting, hosted by Jordan Hooker, music by Epidemic Sound.

In this episode of the Table Service podcast, host Jordan Hooker speaks with Craig Stoss, a customer experience veteran, about the evolving landscape of customer support and experience. They discuss the importance of contextualization in customer interactions, the role of personalization, and how AI can enhance support functions. Craig emphasizes the need for teams to adapt to changing customer expectations and the merging of support and success roles. The conversation also touches on hiring strategies, training for future needs, and the importance of proving the value of customer support within organizations. Want to connect with Craig? Find him on LinkedIn: https://www.linkedin.com/in/cstoss/ Want to learn more about KODIF: https://kodif.ai/ Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/ Table Service is presented by Tavolo Consulting, hosted by Jordan Hooker, music by Epidemic Sound.  

On this episode of Table Service, host Jordan Hooker is joined by Nick Cawthon, a veteran UX and product design strategist, to discuss the evolution of design in the age of AI, the importance of human insight in creating effective user experiences, and the challenges of scaling support in rapidly growing organizations. Want to connect with Nick? Find him on LinkedIn: https://www.linkedin.com/in/nickcawthon-ux-digital-agency-product-design-leadership/ Want to learn more about Gauge? https://gauge.io/ Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/ Table Service is presented by Tavolo Consulting, hosted by Jordan Hooker, music by Epidemic Sound.

In this episode of the Table Service podcast, Host Jordan Hooker is joined by Vaishali Dialani, an award-winning CX strategist, who shares her insights on building a career in CX, how to keep the human touch in a world focused on tech, and the consultant's journey to drive change in their customers' organization. Want to connect with Vaishali? Find her on LinkedIn: https://www.linkedin.com/in/vaishalidialani/ Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/ Table Service is presented by Tavolo Consulting, hosted by Jordan Hooker, music by Epidemic Sound.  

In this episode of the Table Service podcast, host Jordan Hooker speaks with Ana-Alicia Siqueiros, Director of Support at Peek, about the intricacies of outsourcing customer support to Business Process Outsourcing (BPO) companies. They discuss the challenges and benefits of BPOs, the importance of aligning teams, and how to maintain company culture while integrating external support. Ana-Alicia shares her insights on choosing the right BPO partner, implementing BPO strategies, and measuring success. The conversation also touches on the role of AI in customer support and how to effectively communicate changes to internal teams. Want to connect with Ana-Alicia? Find her on LinkedIn: https://www.linkedin.com/in/anaaliciasiqueiros/ Want to learn more about Peek? https://www.peek.com/ Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/ Table Service is presented by Tavolo Consulting, hosted by Jordan Hooker, music by Epidemic Sound.

Join host Jordan Hooker and Andrew Rios - Head of Customer Experience at Cityside Fiber - as they discuss leadership that builds trust and drives results, as well as wisdom for young leaders and managers. Want to connect with Andrew? Find him on LinkedIn: https://www.linkedin.com/in/riosa/ Want to learn more about Cityside Fiber? https://www.citysidefiber.com/ Want to connect with Jordan Hooker? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker Table Service is presented by Tavolo Consulting. Hosted by Jordan Hooker. Music by Epidemic Sound.

Join host Jordan Hooker and Ian Storm - CX/EX Strategy Leader & Director of Strategic Solutions at Aspect Software, as they discuss building Employee Experiences that lead to high-quality Customer Experiences. Want to connect with Ian? Find him on LinkedIn: https://www.linkedin.com/in/ian-storm/ Want to learn more about Aspect Software? https://www.aspect.com/ Want to connect with Jordan Hooker? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker Table Service is presented by Tavolo Consulting. Hosted by Jordan Hooker. Music by Epidemic Sound.

Join host Jordan Hooker and Yetto Co-Founders Brian Levine and Garen Torikian, as they discuss creating a support tool built by support practicioners for support practicioners.  Want to connect with Garen? Find him on LinkedIn: https://www.linkedin.com/in/gjtorikian/ Want to connect with Brian? Find him on LinkedIn: https://www.linkedin.com/in/brian-a-levine/ Want to learn more about Yetto? Yetto.app Want to join Support Driven? https://www.supportdriven.com/ Want to connect with Jordan Hooker? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker Table Service is presented by Tavolo Consulting. Hosted by Jordan Hooker. Music by Epidemic Sound.

Join host Jordan Hooker and Nate Brown, Head of Education and Enablement at Metric Sherpa and Co-Founder of CX Accelerator, as Nate digs into driving value for your team and your customers, becoming a Servant Challenger, and more, Want to connect with Nate? Find him on LinkedIn: https://www.linkedin.com/in/cxaccelerator/ Want to learn more about Metric Sherpa? https://metricsherpa.com/ Want to join CX Accelerator? https://www.cxaccelerator.com/ Want to connect with Jordan Hooker? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker Table Service is presented by Tavolo Consulting. Hosted by Jordan Hooker. Music by Epidemic Sound.

Join host Jordan Hooker and Rachel Wu, Senior Manager of Technical Support at Iterable, as Rachel digs into the world of premier support offerings. Want to connect with Rachel? Find her on LinkedIn: https://www.linkedin.com/in/rachelewu/ Want to learn more about Iterable? Visit https://iterable.com/ Want to connect with Jordan Hooker? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker Table Service is presented by Tavolo Consulting. Hosted by Jordan Hooker. Music by Epidemic Sound.

Join host Jordan Hooker and Customers & Culture founder Brandon Owen, as Brandon breaks down how companies can drive a better employee experience (and thus a better customer experience!); what growing a forest teaches us about customers success; and how to be a leader that creates space for your team to grow. Want to connect with Brandon? Find him on LinkedIn: https://www.linkedin.com/in/brandon0wen/ Want to learn more about Customers & Culture? Visit https://www.customersandculture.com/ Want to connect with Jordan Hooker? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker Table Service is presented by Tavolo Consulting. Hosted by Jordan Hooker. Music by Epidemic Sound.

Join host Jordan Hooker and Karen Chao, Chief Product Officer at Flowspace, as Karen shares about her journey in product management, the integration of AI in product development, and the evolving landscape of customer experience. They discuss the importance of partnerships between product and support teams, the future of work with AI, and how to foster a culture of excellence within organizations. Karen shares valuable insights for new leaders and emphasizes the importance of taking ownership of one's career and professional growth. Want to connect with Karen? Find her on LinkedIn: https://www.linkedin.com/in/karen1chao/ Want to learn more about Flowspace? Visit https://flow.space/ Want to connect with Jordan Hooker? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker Table Service is presented by Tavolo Consulting. Hosted by Jordan Hooker. Music by Epidemic Sound.

Join host Jordan Hooker and Andrew Carothers, a true veteran and thought leader in the world of Customer Experience (CX). Andrew is a CCXP certified CX executive and a founding member of Cisco System’s groundbreaking CX function. Join us as Andrew shares his wealth of knowledge and experience, diving into critical topics that are shaping the future of how businesses interact with their customers. In this episode, you'll learn about: The Power of AI in CX: Discover practical applications of Artificial Intelligence to enhance customer journeys and drive better outcomes. Andrew shares his perspective, drawing from his experience at Cisco. Human Connection in a Digital World: Explore strategies for maintaining a personal and empathetic touch in an increasingly digital-first environment. Effective Leadership and Team Motivation: Gain valuable insights into leading and inspiring CX teams to achieve excellence. Building the Digital-First Experience Customers Want: Understand the key elements of creating seamless, intuitive, and engaging digital experiences that meet and exceed customer expectations. Want to connect with Andrew? Find him on LinkedIn: https://www.linkedin.com/in/andrew-carothers/ Want to connect with Jordan Hooker? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker Table Service is presented by Tavolo Consulting. Hosted by Jordan Hooker. Music by Epidemic Sound.

Join host Jordan Hooker and Luke Jamieson, CX Evangelist at Operata and globally recognized thought leader in customer experience, as they discuss the future of contact centers and CX. Want to connect with Luke? Find him on LinkedIn: https://www.linkedin.com/in/luke-jamieson/ Learn more about Luke? Check out https://www.lukejamieson.live/ Find out more about Operata: https://operata.com/ Want to connect with Jordan Hooker? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker Table Service is presented by Tavolo Consulting. Hosted by Jordan Hooker. Music by Epidemic Sound.

Join host Jordan Hooker and Neil Travis, Head of Customer Experience at the Academy to Innovate HR and founder of Growth Support, as they discuss scaling support from day one and beyond, along with Neil's 3 Domains Framework. Want to connect with Neil? Find him on LinkedIn: https://www.linkedin.com/in/neal-travis/ Learn more about Growth Support: https://www.growthsupport.io/ Neil's 3 Domains Framework: https://www.growthsupport.io/blog/domains-framework The Academy to Innovate HR: https://www.aihr.com/ Want to connect with Jordan Hooker? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker Table Service is presented by Tavolo Consulting. Hosted by Jordan Hooker. Music by Epidemic Sound.

Join host Jordan Hooker and Rob Dwyer, a contact center pro, VP of Customer Engagement at Happitu, podcast host, and customer experience thought leader, as they dig into topics like improving customer surveys, choosing and implementing the right technology, and some insights into getting the most value from AI.  Want to connect with Rob? Find him on LinkedIn: https://www.linkedin.com/in/j-robert-dwyer/ Learn more about Rob's with Happitu: https://happitu.com/ Listen and subscribe to Rob's podcast, Next in Queue: https://www.youtube.com/@nextinqueue Want to connect with Jordan Hooker? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker Table Service is presented by Tavolo Consulting. Hosted by Jordan Hooker. Music by Epidemic Sound.

Join host Jordan Hooker and Conor Pendergrast, a veteran customer support and success leader as they discuss how to navigate the AI revolution. How should leaders be thinking about the tools? And how should organizations incorporate them into their workflows? Listen to hear more! Want to connect with Conor? Find him on LinkedIn: https://www.linkedin.com/in/conorpendergrast/ Learn more about Conor’s B2B consulting work: https://www.customersuccess.cx/ Sign up for Conor’s daily newsletter: https://www.customersuccess.cx/daily Interested in testing our Conor’s new roadmapping product? https://www.customersuccess.cx/ai-roadmap (mention Table Service when you sign up!) Want to connect with Jordan Hooker? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker Table Service is presented by Tavolo Consulting. Hosted by Jordan Hooker. Music by Epidemic Sound.

Join host Jordan Hooker and Nino Cavanecia, a seasoned expert in customer experience and the CEO of SwiftCX as they discuss Nino's approach to creating scalable and effective customer service solutions. The conversation delves into the evolution of customer support technology, the role of AI, and the importance of evaluating AI tools critically. Nino shares insights about SwiftCX's mission to empower support teams and enhance customer experiences through innovative technology. Want to connect with Nino? Find him on LinkedIn: https://www.linkedin.com/in/ninocavenecia/ Learn more about SwiftCX: https://www.swiftcx.com/ Want to connect with Jordan Hooker? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker Table Service is presented by Tavolo Consulting. Hosted by Jordan Hooker. Music by Epidemic Sound.

Join host Jordan Hooker and Support Leader Dan Allen, as they discuss empowering Support Teams through AI & Beyond. Table Service is presented by Tavolo Consulting. Hosted by Jordan Hooker. Music by Epidemic Sound. Connect with Dan Allen on LinkedIn: https://www.linkedin.com/in/danielallen1990/ Support Driven Community: https://www.supportdriven.com/ Connect with Jordan Hooker on LinkedIn: https://www.linkedin.com/in/jordanhooker

Join host Jordan Hooker and Healthcare Support Tech veteran Mark Hollis, as Mark walks us through the evolution of support technology in healthcare startups. Providing over two decades of overview, we will explore healthcare startups and technology that has driven their growth. Want to learn more about Mark? You can find him on LinkedIn:https://www.linkedin.com/in/hollismark/ Want to connect with Jordan Hooker? FInd him on LinkedIn: https://www.linkedin.com/in/jordanhooker Resources mentioned during the episode: Elion Health - https://elion.health/ Health IT platform for fantastic product reviews and webinaires on Customer Experience. The founder, Bobby Guelich, also has a valuable email newsletter. Out-of-Pocket - https://www.outofpocket.health/ Danielle Poreh combines her UC Berkeley PHD in Engineering with a stand-ups approach to demystifying healthcare CX, Tech, and Call Centers 101. CS Lab, Sophi Conti - https://www.linkedin.com/in/sophie-conti/ -Sophi Conti facilitates annual Customer Service Labs in San Francisco and brings together CX leaders and Product visionaries. Table Service is presented by Tavolo Consulting and hosted by Jordan Hooker. Music by Epidemic Sound.

Join host Jordan Hooker and marketing maverick Jason Anello as Jason discusses his work in experience strategy, emphasizing the importance of customer experience design for businesses. Jason explains how customer journey mapping can help companies understand and optimize their interactions with customers. He also introduces the concepts of choice architecture and micro-hospitality, illustrating how small details can significantly enhance customer experiences. Want to learn more about Jason Anello? You can find out more at Janello.com. Want to connect with Jordan Hooker? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker   Table Service is presented by Tavolo Consulting and hosted by Jordan Hooker. Music by Epidemic Sound.

Join host Jordan Hooker, Principal Consultant @ Tavolo Consulting, as he discusses building companies, processes, and products that customers love with Matt Beran, host of the Ticket Volume Podcast and Product Marketer for InvGate. Want to hear more from Matt? Find him on LinkedIn: https://www.linkedin.com/in/mattberan/or by email at [email protected]   Want to connect with Jordan Hooker? Find him on LinkedIn: Https://www.linkedin.com/in/jordanhooker

Join host Jordan Hooker, Principal Consultant @ Tavolo Consulting, as he discusses AI and Customer Experience with the Co-Founders of Syncly, Alex Hong and Joseph Lee. Want to learn more about Syncly? Visit Syncly.app Want to connect with Jordan Hooker? https://linkedin.com/in/jordanhooker

Join host Jordan Hooker, Principal Consultant @ Tavolo Consulting, as he discusses breaking silos and driving value across the customer lifecycle with Lara Barnes, veteran customer success leader and winner of the 2024 Outstanding Woman in Customer Success Award. Want to hear more from Lara? Find her on LinkedIn: https://www.linkedin.com/in/larakelly/ Want to connect with Jordan Hooker? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker