The Career Strategist – Details, episodes & analysis

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The best story you ever told wasn't memorized, it was just known and felt very deeply...

Discover the transformative journey of personal growth and purpose as we welcome Suneet Bhatt, the founder of My Authentic Journey, to the final episode of the podcast. Unearth the four significant eras of life, as inspired by geologic eras themselves, and learn how to embrace each phase—from the carefree days of childhood to the legacy-focused years. Suneet shares how vulnerability and presence can guide us through these stages, encouraging us to be intentional in our growth, allowing past experiences to mold but not define us. Expect actionable insights that will empower you to navigate life's transitions with clarity and purpose.

In an unexpected twist, find out how a job at Victoria's Secret and a quirky, poorly-drawn alpaca became pivotal in recognizing inherent leadership qualities and the significance of community. Suneet unfolds his creative journey, offering a fresh perspective on nurturing innate abilities and their impact on personal education and growth. This episode delves into the organic unfolding of purpose and the importance of patience in teaching methodologies, all while planting seeds of knowledge that flourish over time.

As we explore the evolving landscape of education, we acknowledge how career paths have evolved how that impacts the college experience. We also look into the power of EOS, transformative power of digital tools in enhancing productivity and the importance of decoupling personal identity from professional alignment.

Wrap up the first season of Epochal Growth with us, and get ready for more transformative narratives in the upcoming season in 2025. Stay connected through LinkedIn and the ElevateCX Slack community, and don't forget to subscribe to our newsletter for all the latest updates.

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“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama

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What if business could be more like art? Join me for a special birthday episode of Epochal Growth, where Craig Crisler, CEO and co-founder of SupportNinja, shares his unique journey from serial entrepreneurship to leading with humility and authenticity. Craig's personal story of recovery deeply influences his approach to leadership, bringing a fresh perspective on creating value in business through genuine relationships. Together, we explore the idea of business as an art form, where thoughtful interactions can have a lasting impact, much like a masterpiece.

Craig and I dig into the unconventional paths of leadership within the outsourcing industry, emphasizing the importance of surrounding yourself with smarter individuals to drive growth and innovation. We share insights from our career journeys, highlighting how diverse experiences contribute to a unique leadership style. As SupportNinja grew, he remained committed to redefining traditional BPO models and embracing global collaboration, which has been pivotal in enhancing business practices and outcomes. Our candid discussion sheds light on the complex dynamics of customer experience (CX) and the significance of integrating it into the core business strategy.

The episode takes a heartfelt turn as we discuss finding alignment and fulfillment in both personal and professional life. Craig draws a beautiful analogy to the Beatles' harmonious era, describing a stage where everything feels in sync. We explore the joy and contentment that come from aligning our passions and efforts with our true selves, despite challenges. Craig's analogy of a band creating great music encapsulates the essence of striving for balance and fulfillment, celebrating the peace that comes with living and working authentically.

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“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama

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Ever felt overwhelmed in customer service roles, struggling to keep a professional demeanor while maintaining your sanity? Hilary Dudek, head of customer experience at Gamma, joins us and shares her unique approach, drawing on her background in musical theater. Learn how adopting different roles or personas can help you set emotional boundaries, protect your energy, and avoid burnout, while still delivering top-notch customer service. We explore practical strategies for clearly communicating your boundaries and ensuring they are respected, helping you to preserve both your mental health and team harmony.

Customer support requires a unique set of skills that go far beyond answering phones. In this episode, we unpack the essential qualities that define exceptional service, such as empathy, quick thinking, and active listening. As AI and automation become more prevalent, we emphasize the irreplaceable value of the human touch in handling complex issues and fostering customer relationships. We also debate the pros and cons of automating repetitive tasks versus using them to deepen customer connections, ensuring you stay ahead in an evolving landscape.

Working in a startup environment brings its own set of challenges and rewards. Here, we celebrate the dynamic culture at Gamma, a growing team fueled by collaboration and shared goals. With insights on how platforms like Canny enhance team communication and feedback, we discuss the importance of maintaining work-life balance and high-quality output in a non-hustle culture. Hilary also shares her journey of building trust and camaraderie within outsourced teams, highlighting the significance of consistent communication and leading with confidence. Join us for an episode filled with actionable advice and inspiring stories that will help you thrive professionally and personally.

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“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama

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Unlock the keys to global business success with insights from Markus Seebauer, founder of Gateway Translations. We explore the critical role of localization and translation in today's international marketplace, revealing how businesses can adapt their products and services for diverse markets without losing their brand identity. Markus uncovers common pitfalls in global strategies, the necessity of continuously updating localized content, and the dire consequences of neglecting this upkeep.

He also shares groundbreaking ways to leverage AI to create genuine value and elevate customer experiences—essential know-how for both startups and established enterprises.

Discover the intricacies of maintaining accurate and culturally sensitive translations for technical products. Our discussion emphasizes the paramount importance of human oversight to avoid translation errors and offensive content that AI alone could miss. We delve into cultural nuances, such as negative historical connotations of certain words in German and regional differences in Spanish, underscoring the indispensable role of professional translators. Markus shares real-world examples and personal experiences that highlight the essential investment in proper translation and localization to avert potential PR disasters.

Navigate the complexities of global customer support with our expert guest as we tackle the challenges of providing effective assistance in international markets. From dealing with colloquial language to the limitations of automated translation tools, Markus offers invaluable insights and real-world anecdotes. We explore outsourcing as a viable solution for startups lacking a full-time multilingual team and stress the importance of cultural understanding to enhance the customer experience. Tune in for practical advice on building brand ambassadors through cultural awareness and improving global product support.

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“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama

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Curious about how empathy can revolutionize customer experience and support? Join us as we sit down with Lauren Eimers, a therapist-turned-customer-experience expert, who shares her unique journey from counseling psychology to the SaaS industry. Discover why empathy is an untrainable yet essential skill for success, how it should be a core consideration in hiring, and the transformative impact of mentorship for women and newcomers in tech. Lauren also discusses the complexities of measuring impact through metrics and the holistic approach needed to truly understand and improve customer experiences.

Ever wondered how interconnected your company's departments really are? Lauren likens customer support and success teams to a terrarium, where every department must work symbiotically to enhance user experience and reduce churn. We dive into the emotional vulnerability of customers and the crucial need for support teams to be involved early in product development and marketing. This integrated approach ensures a holistic feedback loop that not only solves problems but also fosters a supportive and empathetic environment for both customers and internal teams.

Don't miss our exploration of the unexpected ripple effects of support roles and the power of community-based mentorship. Lauren emphasizes the importance of creating supportive spaces where vulnerability is welcomed and growth is nurtured. We discuss how senior leaders can learn from younger mentors through curiosity, transforming defensiveness into opportunities for collaboration and understanding. Ultimately, the episode underscores the immense value of genuine human connection in customer support, advocating for intentional, meaningful communication that drives positive change within communities. Get ready to be inspired and empowered to be the change you seek!

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“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama

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What does it mean to lead with authenticity and foster genuine connections in the workplace? Join us for an enlightening conversation with Sarah Hatter, the founder of ElevateCX, as she unpacks the dynamics of building meaningful relationships and robust support systems, especially for women in the professional sphere. Sarah Hatter shares her journey and highlights the transformative power of shedding ego and competition, illuminating how these changes can spur both personal and career growth. Learn about the pivotal role of risk-taking and seizing new opportunities in shaping fulfilling careers, and the empowerment that comes from making deliberate choices.

Ever wondered how profound life experiences can break down social barriers and create deep, lasting friendships? This episode delves into the unique bonds formed through shared transformative events, such as completing the Camino. Sarah and I discuss the challenges of forming genuine friendships as adults and the importance of vulnerability and trust in connecting with others both personally and professionally. The conversation emphasizes the necessity of community and mutual support, highlighting how these elements are essential for navigating life's hurdles and achieving personal aspirations.

Discover the power of a supportive community, particularly for women aged 35 to 45, as we explore the shift from competition to collaboration. Reflecting on experiences in the tech industry, Sarah and I stress the importance of recognizing one's values and the pivotal role of mentorship. We also dive into strategies for effective customer support and the persistent challenges CX teams face in gaining recognition. Through inspiring stories and practical advice, this episode underscores the significance of embracing change, taking risks, and the profound impact of a community that celebrates achievements and fosters a collaborative environment.

Takeaways

• Building genuine relationships and finding support in the workplace is crucial, especially for women.
• Dropping the ego and competition allows for authentic connections and mutual support.
• Taking risks and being open to new opportunities can lead to personal and professional growth.
• Choice and empowerment are key in creating a fulfilling career. Take pride in your accomplishments and allow yourself to feel good about your work in the support community.
• Asking for help and support is not a sign of weakness, but rather a way to build relationships and connections.
• Sharing experiences and knowledge within the support community is valuable and helps to create a supportive and collaborative environment.
• Have confidence in your abilities and advocate for yourself and your team in order to be recognized and valued in the workplace.
• Prioritize relationships and empathy in support interactions, as they are key to building trust and providing a positive customer experience.

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“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama

Text me with feedback or questions!

What happens when you decide to reinvent yourself—both personally and professionally? Join us on this episode of Epochal Growth as we explore the transformative power of reinvention, featuring an inspiring story of a friend who successfully negotiated her worth. Her journey underscores the value of self-advocacy and the courage it takes to ask for what you deserve. We expand on the concept of reinvention, exploring career shifts and personal growth while highlighting the necessity of intentionality and purpose. Get ready to tackle imposter syndrome head-on and discover why it might just be a sign of untapped potential waiting to be unleashed.

Meet our guest Jaclyn Mullen, whose fascinating career journey takes her from the music business to becoming a key player in the tech industry. From her roots in her grandparents' jewelry store to an unexpected pivot into HR tech and customer marketing, Jaclyn's story is a testament to adaptability and continuous learning. We discuss the challenges and opportunities presented by the rise of AI in customer support, emphasizing how unexpected career paths can lead to deeply fulfilling professional journeys. Through Jaclyn's experiences, we highlight the importance of building strong customer relationships and staying open to new opportunities.

Customer support roles are evolving, becoming more inclusive and essential as business differentiators. Learn about the shift towards valuing skills over college degrees and the impact of generative AI on support operations. We discuss the need for leadership to remain adaptable and recognize customer experience as a competitive edge. Finally, we emphasize the significance of constructive feedback and clear communication within teams, noting how empathy and self-awareness can drive both personal and professional growth. Don't miss out on these insights and strategies to empower your journey of ethical growth and reinvention.

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“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama

Text me with feedback or questions!

When you think of your career journey, does it look anything like you thought it would 5, 10, even 20 years ago? 

Get ready to be inspired by the remarkable journey of Jenn Southan, Senior Director of Customer Support at Olo, in her podcast debut. Jenn takes us through her transformative five-year tenure at Olo, marked by navigating the tumultuous waters of a global pandemic, the excitement of a company going public, and the complexities of multiple acquisitions. Discover how she transitioned from outsourced support to leading an internal team, all while offering invaluable advice on setting non-negotiables, establishing boundaries, overcoming imposter syndrome, and embracing career pivots.

Jenn's story is a testament to resilience and reinvention, as she shares her experiences of taking significant time off to raise her children and then re-entering the workforce with TeamSnap. From growing the support team at TeamSnap to facing unexpected layoffs and rebounding with a role at Olo, Jenn's journey is filled with lessons on respecting new roles, drawing motivation from colleagues, and rebuilding passion in the face of adversity. Her narrative emphasizes the importance of a balanced approach to career growth and the power of glowing recommendations from peers to reignite one's professional drive.

But the inspiration doesn't stop there. We explore how Olo's intentional hiring practices and support for internal mobility foster a thriving and adaptable workplace culture. Learn how encouraging shadowing, cross-departmental projects, and career coaching can reduce imposter syndrome and boost employee satisfaction. Jenn's story highlights the significance of confident female leadership and the societal challenges women face, all while embracing the "Ownership Era" of her career. As we wrap up, we leave you with a call to action to take bold steps in your own career journey, ensuring you're always moving toward personal and professional greatness. 

Don't miss this transformative conversation with Jenn Southan—it's bound to leave you motivated and ready to make great things happen.

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“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama

Text me with feedback or questions!

How do cultural differences and individual motivations shape our impact in a global and remote work environment? In Episode 10 of Epochal Growth, host Sarah Caminiti sits down with Ricardo Araújo to explore these themes and more. Ricardo shares his journey of launching a coding course to tackle unemployment in Portugal, resulting in thousands of new jobs. The conversation highlights the importance of creating safe spaces, empowering others, and thinking big to make a positive difference.

Ricardo discusses the significance of understanding the context of others, especially in remote work settings, and the role of intentional communication in building trust. They touch on the impact of changing seasons on mood and work dynamics, emphasizing the need for empathy and awareness in leadership. Ricardo's stories of sparking growth in others illustrate how having a purpose and treating others with kindness can lead to transformative outcomes.

Tune in to discover how thinking big and investing in education can create positive social impact. Learn how creating an environment where everyone can shine and practicing intentional communication can lead to better relationships and success. Join us for an inspiring conversation on being impactful and changing lives for the better.

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“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama

Text me with feedback or questions!

Can anger be useful? In Part 2 of "The Art of Being Dead Inside," host Sarah Caminiti and Stephanie Lundberg continue to explore why the emotions CX leaders feel are so intense an what companies are doing to set themselves apart.

Sarah and Stephanie discuss the unique challenges support professionals face, including navigating complex situations and bridging gaps between departments. They emphasize the need for organizations to value and listen to support professionals' insights, and the frustration of being undervalued. The episode also covers the importance of open communication and transparency in hiring processes, the limitations of AI, and the irreplaceable value of human connection. Discover how thoughtful support practices, prioritizing employee and customer well-being, and embracing individuality can drive positive change in the support industry.

Join us for an eye-opening discussion that highlights the power of kindness, constructive anger, and the transformative potential of genuine human interaction in customer support.

Support the show

“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama