🚀 The Future of Leadership: Space Makers with Luke Jamieson 🚀 In this powerful episode of Epochal Growth, we sit down with Luke Jamieson, a visionary leader in CX and employee experience, to discuss the future of leadership and the evolving workplace. Luke shares his transformative insights on why the leaders of tomorrow must be space makers—creating environments where people can grow, flourish, and have meaningful conversations. 💡 Key Topics: • Why leadership is no longer about just managing, but making space for others to succeed • The impact of AI on the future of work and how it can reshape how we lead • The importance of fostering a sense of belonging, purpose, and community in the workplace • How companies can shift from task-oriented jobs to purpose-driven roles • Breaking down outdated reward and recognition programs that pit employees against one another Luke’s insights are a must-hear for anyone looking to rethink leadership, create meaningful change in their teams, and embrace the future of work. 🌱

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.

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.

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.

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.

Unlock the secrets of AI's transformative power in customer engagement with our special guest, Rob Dwyer, Vice President of Customer Engagement at Customer Direct and HappiTu. Rob brings a wealth of experience from both BPO and technology sectors, shedding light on the nuanced interplay between advanced AI tools and human empathy. Together, we explore the ethical considerations and practical benefits of AI in enhancing customer interactions, moving beyond the limitations of traditional surveys and agent-driven data.

Ever wondered how AI could ease the pressure on support center agents? Discover the fascinating dynamics of modern customer service roles as we discuss the dual challenges faced by agents: delivering exceptional service while generating precise data. Rob offers insights into how AI and automation are revolutionizing post-conversation tasks, allowing agents to concentrate on meaningful engagement. We also reflect on how these technological shifts could redefine the talent landscape in BPO roles, emphasizing the irreplaceable human touch in customer interactions.

Finally, join us for a heartfelt conversation on recognizing potential in unexpected places. Through touching personal stories, we highlight the power of empathy, patience, and encouragement in uncovering hidden talents. We also tackle the complexities of digital communication in today's always-on world, offering strategies to maintain presence and meaningful connections amidst constant notifications. Tune in for a rich discussion that bridges technology, empathy, and the art of human connection in the digital era.

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.

Ready to unlock your full potential with the right mentor? Join us in this episode as Lauren Eimers, a therapist-turned-customer-experience expert, shares her journey and the transformative power of mentorship. Learn how to find a mentor who inspires and guides you, especially as a woman or newcomer in tech. Discover the key role of empathy in mentorship and how it can revolutionize your career growth and success.

Lauren dives into the importance of creating supportive mentorship communities where vulnerability is welcomed and growth is nurtured. We discuss the impact of senior leaders learning from younger mentors, turning defensiveness into opportunities for collaboration. Explore how genuine human connection and intentional communication drive positive change in professional environments.

Don't miss out on these valuable insights and strategies to find the right mentor and unlock your potential!

🌍 Ready to elevate your brand on the global stage? Join Sarah Caminiti and Markus Seebauer as they dive deep into the secrets of achieving unparalleled success in international markets. In this must-watch episode, Markus shares game-changing strategies for becoming a standout competitor in the global marketplace.

🚀 What You'll Learn:

Effective Differentiation: Discover the key tactics for making your brand irresistible to international audiences.

Overcoming Challenges: Learn how to navigate common pitfalls and transform them into opportunities for growth.

Cultural Sensitivity: Understand how to tailor your approach to resonate with diverse global markets.

AI Integration: Explore how leveraging AI can give your brand a significant edge over the competition.

🔍 Why This Matters:

In today's interconnected world, your brand's ability to stand out on a global scale can make or break your success. Markus and Sarah break down the essential steps to not only compete but thrive internationally, offering practical advice and insider tips that you can apply immediately.

👉 Don't Miss Out: Hit that subscribe button, and turn on notifications so you never miss an episode of Epochal Growth. Leave your thoughts and questions in the comments below—we love hearing from you!

Discover how to lead authentically and build genuine workplace connections with Sarah Hatter, founder of Elevate CX. Learn how shedding ego and fostering support systems can drive personal and career growth, particularly for women. Gain insights on risk-taking, empowerment, and the value of community. Explore the transformative power of vulnerability and trust in professional relationships.

#Leadership #WomenInBusiness #CareerGrowth #SupportSystems #Empowerment #SarahHatter #ElevateCX #AuthenticConnections

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.

Join host Sarah Caminiti and guest Jenn Southan in Episode 11 of Epochal Growth as they delve into the nuances of leadership and personal development. In "Stepping Back and Stepping Up," Jenn shares her journey of balancing introspection with proactive leadership, offering valuable insights on how stepping back can lead to greater clarity and forward momentum. This episode covers key topics such as overcoming professional challenges, fostering a growth mindset, and leading with empathy and resilience. Tune in to gain actionable strategies for enhancing your leadership skills and navigating the complexities of career growth and personal development.

Join host Sarah Caminiti in this inspiring episode of Epochal Growth as she sits down with Ricardo Araújo to discuss the importance of thinking big, creating safe spaces, and empowering others in a global and remote work environment.

Episode Highlights:

Ricardo's journey of launching a coding course in Portugal that led to the creation of thousands of jobs.

The significance of understanding the context and motivations of individuals to foster growth and innovation.

How creating safe spaces and practicing intentional communication can lead to positive outcomes and success.

The impact of cultural differences on communication and trust-building.

The power of education in transforming lives and creating positive social impact.

Stories of how Ricardo has sparked growth in others and the importance of having a purpose and treating others with kindness.

Key Takeaways:

"Understanding the context is really critical for your success as a person that leads others and manages."

"You are what you build, and it's not about the money or material possessions, but the impact you have on others."

"Creating an environment where each person can shine if given the space to shine."

"Growth Sparker, that's my nickname."

"Knowing that someone sees you for you and then you give that back to people every time that happens."

"Putting change and growth movement, where we think about people, where we think about individuals in a scalable way, but touch each other with kindness."

Tune in to discover how you can make a significant impact by thinking bigger and looking at things from different perspectives. Learn valuable lessons on leadership, growth, and the transformative power of kindness and education.

Subscribe to Epochal Growth for more inspiring episodes and insights!

How do vulnerability and connection transform the support profession? In Part 2 of "The Art of Being Dead Inside," host Sarah Caminiti continues her discussion with Stephanie Lundberg. They explore balancing professionalism and emotional openness, the challenges of support teams, and the need for companies to recognize their value. The episode also highlights the limitations of AI, the power of human connection, and the importance of communication, transparency, and prioritizing well-being over profit.