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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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Discover the transformative insights of Greg Collins, Vice President of Revenue at Boldr, as he shares his journey from SaaS to BPOs.

Learn how stepping outside conventional roles can lead to joy and growth in both personal and professional realms. Greg's conversation encourages us to focus on the intersection of talents and passions, offering guidance on creating a more fulfilling career path rather than merely chasing titles or companies.

Struggling with overcommitment and the pressure to please? Greg illuminates the importance of setting and communicating personal boundaries, introducing the concept of FOG—fear, obligation, and guilt—as a framework for decision-making. The episode underscores the power of radical candor in communication, emphasizing the need for caring enough to engage in conflict when necessary. Real-world anecdotes highlight how understanding one's needs and creating a supportive environment can lead to better leadership and healthier work-life balance.

Finally, we explore the significance of KPIs (Key Performance Indicators) in fostering meaningful team conversations, rather than just measuring success. Greg shares how setting a Big Hairy Audacious Goal (BHAG) can inspire a culture of curiosity and collaboration. We discuss the value of cultural fit and leadership transparency, offering strategies for evaluating these aspects during job searches. We close the conversation asking everyone to think about the ripple effect they make in their daily work and life. Those small ripples can change the world.

This episode provides reassurance on navigating career transitions and underscores the power of maintaining a supportive network amidst an ever-evolving job market.

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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!

In this special crossover episode, Sarah Caminiti teams up with Mat Patterson, host of Help Scout's The Supportive, to dive into one of the hottest topics in customer service: the future of self-service and AI. As businesses evolve, so does the way we support customers, and self-service is quickly becoming the go-to solution. But what does that mean for support teams, leadership, and customer experience?

Bring a notebook and listen as Mat breaks down the critical role self-service plays in streamlining operations, enhancing customer satisfaction, and freeing up your team for more complex, impactful work. From ancient vending machines to modern AI tools, Mat explores how tech is reshaping customer interactions and why human empathy remains irreplaceable.

Sarah also jumps in throughout the episode to offer her leadership insights on how to navigate the transition to AI-powered self-service without losing the personal touch that defines great support. If you’re a leader, CX professional, or just curious about the future of work, this episode is packed with actionable takeaways on using AI and self-service to empower your team and elevate your customer experience.

Tune in for a forward-thinking conversation that will change the way you approach customer service, strategy, and leadership in the age of AI!

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