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How should customer support teams use AI without losing the human touch?

Priscilla Brooke sits down with customer success expert Conor Pendergrast to explore the evolving role of AI in support workflows. From using AI as a smart assistant to drive efficiency, to building better customer relationships through intentional automation, Connor offers real-world examples, clear do’s and don’ts, and practical tips for teams of all sizes.

Learn how to strike the balance between AI tools and authentic human service, and hear why empathy, intentionality, and trust remain at the heart of excellent support even in an AI-powered world.

Learn more about Conor at CustomerSuccess.cx and subscribe to Conor's daily tips for CS!

We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com!

To learn more about Buzzsprout visit Buzzsprout.com.

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Customer support is just one step on a much larger path. So how do you make sure every step along your customer’s journey is intentional, seamless, and delightful?

In this episode, Priscilla welcomes Doing CX Right host and customer experience expert Stacy Sherman to demystify the practice of customer journey mapping. With 25+ years of experience building connections between people and brands, Stacy breaks down how to go beyond support tickets and start crafting every phase of the customer experience with purpose.

Check out Stacy's book, "Transformative Experience Journey Management", her podcast "Doing CX Right," and free templates at doingcxright.com.

We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com!

To learn more about Buzzsprout visit Buzzsprout.com.

Thanks for listening!

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We’re exploring how to balance inbox work with long-term projects on a support team! Chase Clemons from 37signals returns to share how his team uses six-week cycles to manage support coverage, build new initiatives, and avoid burnout while still delivering exceptional customer service.

In this episode, you’ll learn how 37signals structures their support team to thrive in both reactive and proactive work. Discover how they balance daily inbox demands with meaningful project work, the benefits of hiring “managers of one,” and why project days are key to team longevity. Chase also shares how cycles promote clarity, protect focus time, and allow support pros to contribute far beyond the queue

We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com!

To learn more about Buzzsprout visit Buzzsprout.com.

Thanks for listening!