The Prompt Room

What does two decades of running customer support teach you about where CX is headed?In Episode 3 of The Prompt Room, Kapil, Co-Founder & CMSO of Thunai, sits down with Vernon Clemons, Jr., VP of Global Customer Support at Model N, for an honest conversation about scaling support, incident management, and the evolution of customer experience.With 20+ years of experience leading global support organizations, Vernon shares his perspective on what really breaks at scale, why consistency and predictability matter, and how support teams can adapt to an increasingly AI-driven world.The conversation explores fragmented support systems, the shift from human-led to AI-assisted and agentic support, and where AI can genuinely help teams without replacing the human element of great CX.In this episode:Scaling global customer supportIncident management and predictabilityBuilding consistent support operationsTech stack fragmentationHuman-led to AI-assisted to agentic supportThe future of enterprise CXLearn more:🔗 Thunai — Agentic AI for Customer Experience & Support: ⁠www.thunai.aiThe Prompt Room is a podcast by Thunai featuring genuine conversations with the people shaping CX, support operations, AI, and modern technology.

What does it really take to build customer loyalty when your business is growing fast?In Episode 2 of The Prompt Room, Aditya Santhanam, Co-Founder & CTPO of Thunai, sits down with Mona K, Head of Customer Support at Dose, for an honest conversation about customer experience, support operations, and the realities of scaling a modern DTC brand.Mona shares her journey of building and scaling a customer support function, what happens behind the scenes when customer expectations meet operational challenges, and how support teams can turn difficult customer interactions into opportunities to build trust and loyalty.The conversation also explores the realities of managing a growing tech stack, the friction caused by disconnected systems, and where AI can genuinely help support teams without taking away the human element that great customer experiences depend on.From everyday support challenges to the future of proactive, retention-first CX, this episode is packed with practical insights for CX leaders, founders, support teams, and anyone interested in the evolving world of customer experience.In this episode:Building and scaling customer supportTurning support interactions into customer loyaltyThe realities of DTC and subscription-based CXTech stack fragmentation and its impact on support teamsWhere AI can genuinely make a differenceBalancing automation with the human touchThe future of proactive and retention-first customer experienceLearn more:🔗 Thunai — Agentic AI for Customer Experience & Support: www.thunai.ai🔗 Dose — Daily wellness shots and science-backed formulas: Dose DailyThe Prompt Room is a podcast by Thunai featuring genuine, unscripted conversations with the people shaping CX, support operations, AI, and modern technology. The goal is simple: real conversations, practical insights, and ideas you can take back to your own team.

What does it really take to deliver a consistent customer experience in a luxury marketplace?In the debut episode of The Prompt Room, Aditya Santhanam, Co-Founder & CTPO of Thunai https://www.thunai.ai/, sits down with Shane Summers, Director of Client Services at 1stDibs https://www.1stdibs.com/, for an honest conversation about the realities of leading customer experience at scale.From handling high-value customer interactions to navigating fragmented tech stacks, Shane shares how his team balances operational excellence with the human touch that luxury customers expect. The discussion also explores where AI can genuinely support agents, the future of customer support, and the leadership lessons that come from years of building exceptional service organizations.Whether you're a CX leader, support professional, or someone curious about the future of AI in customer experience, this episode offers practical insights grounded in real-world experience.What you'll hear in this episode:Shane's journey from broadcast journalism to CX leadershipHow 1stDibs delivers consistent customer experiences at scaleThe operational challenges behind luxury customer supportWhy disconnected systems create friction for agentsWhere AI can enhance not replace the human experienceShane's advice for the next generation of CX leaders🎙️ Host: Aditya Santhanam, Co-Founder & CTPO, Thunai🎤 Guest: Shane Summers, Director of Client Services, 1stDibs

Real conversations with the people shaping the future of customer experience. Join CX leaders, founders, and AI innovators as they share practical insights, lessons, and stories from the frontlines of modern customer support. Follow now-Episode 1 is coming soon.