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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

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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!

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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!

Imagine transforming your workplace into a hub of creativity and purpose, where AI serves as an empowering co-pilot rather than a replacement. In our latest episode, we invite you to discover how global expert Luke Jamieson transitioned from baking pastries to leading dynamic contact centers, all while championing the cause of meaningful employee experiences. Get ready to challenge traditional motivation methods and usher in a human-centered leadership approach that moves beyond the mundane and taps into the vast potential of every team member.

AI isn't just a tool; it's a catalyst for redefining the future of work. Picture a world where organizations shed their task-oriented routines in favor of pursuing purpose-driven goals, enabling employees to connect deeply with their core values. Luke and I discuss how this shift enables intrinsic motivation to flourish, reducing stress, and enhancing job satisfaction. We also delve into the pitfalls of traditional reward systems, advocating for a culture of appreciation and gratitude that fosters transparency and dismantles silos in the workplace.

Our conversation takes a thought-provoking turn as we explore the importance of community-building and collaboration. We highlight the need for leaders to create spaces where growth and interaction thrive, viewing challenges as opportunities rather than obstacles. Join us as we tackle topics ranging from Australia's tall poppy syndrome to innovative evaluation methods in education. Together, we redefine leadership as a journey of shared success, inviting you to engage with our RVA framework to align your personal values with your career goals, driving meaningful and lasting change in your leadership journey.

Huge thank you to Mario Hernández for editing this content and PostFlow for helping me with the clips!

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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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Did you get your tickets to Elevate in London?

How does one transition from the fast-paced world of Austin startups to leading a remote-first team in Denver? Find out in our enlightening conversation with Cheryl Spriggs, the Manager of Premier Support at Zapier.

Cheryl opens up about her evolution from an individual contributor to a leadership role, offering candid insights into overcoming imposter syndrome and navigating the tech industry's male-dominated landscape. You'll hear stories of her pioneering efforts, like creating maternity leave policies in her former company, and how embracing neurodiversity has transformed her leadership style.

In this episode, we tackle the real-life challenges and opportunities Cheryl faced while managing high-stakes programs and global teams. Learn how she dealt with the fear of failure and leaned into self-validation, trusting that her colleagues and leaders believed in her capabilities. Cheryl also shares practical anecdotes about global time zone mishaps and the importance of extending grace to oneself during these professional hurdles. Her journey serves as a masterclass in employee empowerment, particularly in times of organizational changes and personal challenges, emphasizing mentorship and support.

Finally, we discuss the critical role of self-care in leadership. Cheryl shares her personal journey of reducing self-imposed pressure and redefining failure as a learning experience. She talks about the importance of having a supportive network of peers, leaders, and family to maintain a balanced perspective. Cheryl’s narrative is a testament to the power of empathetic and supportive leadership, showcasing how fostering growth and stability, especially among women, can significantly impact team morale and career progression. Join us for an episode filled with empowering lessons on leadership, growth, and self-belief.

Don't forget to check out The Support Human Podcast!

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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!

Discover the ageless principles of customer support with our special guest, Mat Patterson, the Customer Service Content Lead at Help Scout. We embark on a historical journey through the fundamentals of customer service, examining how they've endured through time while facing modern challenges. Mat digs into the transformative potential of AI in customer support, offering invaluable insights on crafting effective self-service platforms and integrating AI thoughtfully without compromising service quality.

Next, we tackle the transitional phase companies experience when adopting AI tools in customer support. Learn about the common pitfalls of cheap AI solutions and the crucial role of maintaining high-quality support professionals. Mat shares his perspective on the rewarding aspects of nurturing talent in the support field, emphasizing the alignment of personal and workplace values, and the opportunities arising from market frustrations. We also explore skill improvement and career growth in a refreshing take on leadership within customer service.

Finally, we dive into the essence and mission of "The Supportive" Podcast & Newsletter and it's related content. Mat shares the unique challenges faced by support teams and the vision of Help Scout's founders. We discuss the importance of maintaining core values under financial pressures and the profound learning curve experienced by support teams. Tune in to understand the value of community in fostering growth and alleviating the stresses of support roles, and why everyone, including non-support staff, should appreciate the nuanced skills and emotional labor involved in customer support.

Couldn't make it to Denver? What about London? November 8th I will be there 100% and I cannot wait to meet everyone. Link!

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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 if customer support could be the secret weapon in your arsenal for product innovation? Join us as we chat with Elyse Mankin, who takes us on a journey from her marketing roots to becoming a pivotal figure in customer support.

We promise you'll discover how integrating support and product teams can revolutionize your approach to customer feedback and drive meaningful change. Elyse shares her invaluable insights on the evolving landscape of support, especially with the rise of AI, and how these advancements provide new opportunities for teams to focus on impactful work.

Building solid relationships across your organization is key, and Elyse underscores the importance of understanding customer feedback to inform product development. You'll learn how individual issues can reveal broader trends and how effective communication with other departments can lead to scalable solutions. Regular check-ins with key partners, like product managers, ensure alignment and maximize the effectiveness of support initiatives. This episode is packed with strategies for fostering a culture of curiosity and openness, allowing your team to experiment and innovate without fear of failure.

Transparency and effective communication are at the heart of enhancing the support experience. Elyse discusses the power of showing customers that their feedback is valued, which can significantly boost trust and engagement. We'll explore the crucial role of support teams as both product experts and problem solvers and the importance of cross-functional collaboration. Empowering support teams with autonomy and ownership, celebrating their successes, and embracing change are all vital components in driving innovation and achieving positive outcomes. Don't miss out on these game-changing insights that can transform your support strategy and elevate your product development process.

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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 if you could reclaim your power and reshape the narrative of your life? Join me, Sarah Caminiti, as I celebrate a personal milestone on this episode of Epochal Growth. Reflecting on my journey to empowerment, I share how tuning into the universe's signals has guided me to reclaim control and value my self-worth. As a mother, every word and action becomes a seed for future growth, and I'm committed to cultivating a garden of empowerment. This chapter is a heartfelt testament to reclaiming control and celebrating self-worth.

Navigating power dynamics in leadership can be a daunting challenge, especially for women in tech and customer experience sectors. We'll discuss self-advocacy, the biases we confront, and the need for women to reclaim their power while leading authentically. Drawing from my personal experiences, this conversation underscores the importance of entering new roles with confidence and the powerful impact of recognizing your worth. By supporting each other in professional environments, we can dismantle the barriers of discrimination together.

Finally, we explore the subtle ways women often give away their power in professional settings, and the consequences of staying silent. In sectors like customer experience, women frequently feel undervalued and replaceable. I emphasize the importance of gathering extensive data to confidently assert influence and turn challenges into opportunities. This episode is a rallying cry to embrace empowerment, reject self-doubt, and claim the space we deserve. Let's recognize the extraordinary contributions of every listener as we build something incredible together. Join me on this transformative journey in Epochal Growth.

Make sure you've subscribed to Support Human's newsletter! I quote her piece: Happy National Power Rangers Day! - I think a lot about power, in the way that people who’ve been powerless often do. and strongly recommend you read it after you listen to the episode.

Don't forget to get your tickets to ElevateCX's events Sept 26 - 27 in Denver and Nov 8 in London - I will be there speaking, collaborating and hugging all who let me!

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