The Peak Experience
Taking Customer Support to the Top.
Hannah Steiman, President of Peak Support, interviews CX industry leaders to discuss how to achieve success in an ever-changing market.
Episodes
7 episodes since 2021
The Peak Experience: Prioritizing Customer Experience with Wildgrain | PS Podcast | Ep 7
In the podcast, Ismail Salhi, Co-founder and CEO of Wild Grain, emphasized the significance of prioritizing customer experience in their business. He explained that the main differentiator for online brands is the customer experience they provi...
August 15, 2024
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Season 1
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Episode 7
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41:48
The Peak Experience-Transforming Customer Support: How Embark Slashed Chat Volume by 75% - Episode 6
Welcome to Peak Experience! Join Hannah Steiman, President of Peak Support, as she chats with Val Amato, Associate Director of Customer Support at Embark. Discover how Embark slashed chat volumes by 75% with proactive chat, driving sales and en...
July 09, 2024
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Season 1
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Episode 6
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22:49
The Peak Experience: Designing your product for Trust and Safety| PS Podcast | Ep 5
Tune into "The Peak Experience" Episode 5 featuring Grady Ward, where we delve into the critical topic of designing your product with trust and safety at the forefront. In this insightful discussion, Grady shares his expertise on the importance...
July 09, 2024
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Season 1
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Episode 5
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26:52
The Peak Experience: Achieving AI Chatbot Success with Declan Ivory | PS Podcast |Ep 4
Declan Ivory, VP of Customer Support at Intercom (a Peak Support partner), implemented Fin, their in-house AI tool, to understand the complete customer experience journey. They’ve improved the journey by keeping their knowledge base up to date,...
February 07, 2024
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Season 1
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Episode 4
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41:38
Reducing Attrition with Jeremy Hyde
With the help of their Director of Customer Service, Jeremy Hyde, SunCountry Airlines was able to dramatically reduce attrition in recent years. They did this by improving employee engaging, implementing streamlined staffing strategies, and int...
December 29, 2023
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Season 1
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Episode 3
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38:12
Preparing for Black Friday with Zach Goldstein
In this episode, we're joined by Public Rec's Founder and CEO, Zach Goldstein, to discuss how they've grown as a brand, their preparation for Black Friday, and what to do when things don't go as planned.
October 25, 2023
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Season 1
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Episode 2
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25:35
Moments That Matter with Allyson Livingstone, Ph.D.
In this episode, we're joined by athenahealth's Executive Director of Diversity and Inclusion, Allyson Livingstone, to discuss their Moments That Matter Initiative, the ways in which we can continue to adapt to new kinds of work environments, a...
August 28, 2023
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Season 1
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Episode 1
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31:44