All Episodes
Support Experience — 27 episodes
Salesforce Headless 360 And The CRM-Less Future
Surviving Support CRM Migration: Why You Should Decouple AI
The Chabot ROI Myth And Why Most Deployments Fail?
Why LLMs Fail at Contact Center QA?
Are Ambient AI Agents the Future of Enterprise Support?
Quantifying GenAI Confidence in Customer Support: Judge LLMs and Automated Scoring Loops
The Billion-Dollar Generative AI Illusion
Combating Combinatorial Complexity of Case Routing
Crawl, Walk, Run: Enterprise AI Sidecar Playbook
The Issue With Customer Surveys And How AI Fixes It
The USB-C for AI: Shattering Support Silos Using MCP
Braze, Coupa, and the "Build vs. Buy" AI Dilemma
Empty Chairs and Giant Screens: The Support Experience Cultures of Amazon, Freshworks, & Sunbasket
Firefighting to Forecasting: Deep Dive Into Escalation Prediction Engine
Turning Support Tickets Into Revenue - Lessons from Hubspot, And Ernst & Young
Break The Rules And Solve the Chaos With Agentic Routing
A "Sixth Sense" for Support: Inside Basware’s AI Transformation Story
How NICE Reinvented Knowledge Access with AI
The API Trap: Why Direct LLM Consumption Breaks the Enterprise
SaaS at a Crossroads: Will Salesforce and ServiceNow Survive the AI Disruption?
Five Forces Driving the Tech Company Extinction Today
How Salesforce overcame its own product limitation and cut escalations by 56%
How Red Robin Lost Billions via Spreadsheet Thinking
How Snowflake Engineering Support for Hypergrowth
How Big Data Blinded Nokia
How the Yellow State Killed Silicon Valley Bank
Escaping the CRM Digital Filing Cabinet