Shows
Experience MattersSarah Caminiti on using customer support to drive product innovation | Experience Matters Podcast: Episode 07In this episode of Experience Matters, Sarah Caminiti, Manager of Customer Support at Tailscale, shares how she turned support into a driver of product and business decisions.She didn’t wait for AI. She was reviewing tickets by hand, spotting patterns, and pushing those insights into product and strategy. Now, with AI tools in place, her team can move faster. But the mission is still the same: listen, experiment, and drive real change.Listen in as Sarah reveals:✅ How to use AI to spot trends, not monitor agents.✅ Why trust and safety...2025-06-0328 min
Business Transformation Pitch with The CX GoalkeeperThe CX Leadership Blueprint: Build It Right from Day OneIn Episode 233 of the CX Goalkeeper Podcast, host Gregorio Uglioni speaks with Sarah Caminiti, Head of Customer Service in the US at Acam and the host of the Epical Growth podcast. This episode dives deep into foundational leadership and how it shapes strong CX teams and business results. Sarah shares powerful, real-life insights on building empowered teams, asking better questions, and leading with empathy and purpose. This episode is a goldmine if you're a CX leader or an aspiring one. About the Guest Sarah Caminiti is a dynamic leader in customer experience, career coaching, and...2025-04-2127 min
Her Success StoryBuilding a Customer-Centric Framework for Startup SuccessThis week Ivy Slater, host of Her Success Story, chats with her guest, Sarah Caminiti. The two talk about the importance of optimizing customer interactions, the challenges of breaking down organizational silos, and the strategic use of data from customer interactions to enhance business practices. In this episode, we discuss: How Sarah Caminiti's career journey evolved, starting from retail and restaurant jobs to becoming a strategic consultant in customer experience and retention strategies. What customer experience (CX) involves and the critical role of customer loyalty and retention as proactive strategies in business...2025-02-2424 min
Contact Center Perspectives🎙️Episode 39 | What Are the Systemic Cracks in Our CX Foundation?Sarah Caminiti, Head of Customer Support and Service at abcam, shares insights on mending systemic cracks in CX practices to drive business growth and sustainability. She emphasizes the importance of viewing customers as valued individuals and leveraging data to advocate for change. Sarah also discusses strategies for building strong teams that enhance customer experience.“I think these systemic cracks exist because, for so long, customer experience was considered something that anybody could do. CX was always seen as less important—something you didn’t really need to invest in. The goal was to spend as little money as pos...2025-02-1432 min
My Favourite CXMy Favourite CX: Episode 6 - Sarah CaminitiAnother week & another wonderful customer experience shared by Sarah Caminiti. Join us for 20 minutes as Sarah shares her insights from the world of CX & tells us all about what happened when she needed a new refrigerator.Sarah is the host of the Epochal Growth podcast, a CX Leader & a leader within the Elevate CX community.For more from Holt CX Consultancy, check out our YouTube channel with regular demonstrations & product how-to guides or connect with Chris on LinkedIn.Chris is also running the Edinburgh Half Marathon in...2025-02-1323 min
The Supportive PodcastEpisode 7 — Getting Started in SupportMat and a bunch of support experts share actionable tips, encouragement, and helpful advice for people new to support, those considering a support career, and even jaded veterans.For show notes, further reading, and links to our contributors, see https://www.helpscout.com/resources/supportive-podcast/S1E7/A huge thank you to everyone who contributed their wisdom to this episode!Andre Linde, Blake Crenshaw (Buzzsprout), Brian Johnson (Buzzsprout), Cameron Mitchell (Help Scout), Chrissy Chavez (Help Scout), Cody Magnusen, Connor Pendergrast (CustomerSuccess.cx), Erica Clayton, Hilary Dudek (Gamma), Jen Weaver (Tetra), Jordan Dibb, Kate...2025-02-0720 min
Next in QueueBest of 2024Let’s hit rewind this week and take a quick listen to some moments from some of my favorite episodes from the past year.
It’s awfully hard to pick favorites from over 50 guests I hosted in 2024. Each episode was wonderful in its own way. This episode features great moments from Kent Morita, Stacy Sherman, Sarah Hatter, Luke Jamieson, Sarah Caminiti, Lindsay Haun, Matt Beran, Amas Tenumah, Jarad Haggard, Tony Won, and Justin Robbins.2025-01-031h 15
Happy to Help | A Customer Support PodcastLessons from 20 Episodes of Happy to HelpText the show!As we bid farewell to season one, we recall the invaluable lessons learned over 20 amazing episodes! Thanks to our incredible guests: Sarah Caminiti, Chase Clemons, Sarah Hatter, Kristi Ernst Thompson, and Suneet Bhatt. These experts shared their wisdom on leading with kindness, addressing feedback constructively, and fostering a sense of community and team support. We'll be returning in February 2025 for season two!Your suggestions for future topics or guests are welcome! We plan to continue providing you with actionable strategies to enhance your customer service, so...2024-12-2414 min
The CX FilesThe CX Files #2 - Sarah Caminiti2024-11-2035 min
The Career StrategistCreating Space for Growth: Why Purpose Matters with Suneet BhattText me with feedback or questions! 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 in...2024-11-121h 00
The Career StrategistBusiness as Art: Redefining Leadership and Cultivating Authenticity with Craig CrislerText me with feedback or questions! 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...2024-11-0551 min
The Career StrategistWhat's Your Ripple? Leaving an Impact with Greg CollinsText me with feedback or questions! 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, i...2024-10-2946 min
The Supportive PodcastPatto Presents - Epochal Growth - Customer Centricity Through Journey MappingMat's away on sabbatical, so this month we're sharing an episode of Epochal Growth, hosted by Sarah Caminiti and featuring Ben McCormack. Huge thanks to Sarah for sharing her interview with us. To hear more from Sarah on Epochal Growth, visit https://www.epochaloperations.com/epochal-growth___ In Episode 6 of Epochal Growth, host Sarah Caminiti sits down with Ben McCormack, currently a fractional executive at Boldr and a seasoned customer experience professional. Ben and Sarah take a closer look at the world of customer journey mapping and its critical role in driving customer-centricity within...2024-10-2455 min
The Career StrategistEpochal Growth x The Supportive Crossover: Self-Service is the FutureText 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...2024-10-2225 min
The Career StrategistThe Future of Work: Leadership, AI, and Belonging with Luke JamiesonText 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...2024-10-1550 min
The Career StrategistThe Future of Work: Leadership, AI, and Belonging with Luke JamiesonText me with feedback or questions! What if the secret to revolutionary leadership lies in moving beyond superficial motivators like pizza parties? Join me in an enlightening conversation with Luke Jamieson, a global expert in customer and employee experience, as we explore his unique journey from baker and pastry chef to a prominent figure in the contact center industry. Luke passionately shares his vision of fostering a sense of belonging in the workplace and how AI is reshaping jobs to focus on human-centric roles, providing insights that challenge the conventional approach to employee engagement.We...2024-10-1552 minHappy to Help | A Customer Support PodcastCuriosity, Community, and Casa Bonita: ElevateCX RecapText the show!This week we are recapping our time at the ElevateCX Conference in Denver! Kate Chupp joins us to discuss some of our main takeaways from our time at ElevateCX! In this episode, we'll discuss specific talks from the event, why ElevateCX doesn't feel like your typical work conference, and how our time in Denver inspired us to continue providing remarkable support experiences for our customers. Plus, you'll hear directly from support professionals as they share their advice, software recommendations, and insights into the future of Customer Support!If you're able...2024-10-1548 min