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šļø Podcast Episode 6: Agile for CX Teams
Your Inside Look at Exceptional Customer Experiences

Hi there,
CX teams are constantly juggling tasks, reacting to endless customer needs, and struggling to scale education. Steph Hardy, Customer Solutions Engineer at Guru, faced the same challengeāso she borrowed a playbook from engineering and brought Agile sprints to CX.
The result? More focus, less duplication, and better customer engagement. And today, sheās breaking down exactly how she made it happen so you can try it, too.
To skip the summary below and go straight to the source:
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The Solution: Bringing Sprints to CX
Steph adapted Agile sprintsātraditionally used by engineering teamsāto fit her customer teamās workflow. Hereās how she did it:
1ļøā£ Recognize the Problem Early
Stephās curiosity beyond her primary role helped her spot inefficiencies before they became roadblocks. When leadership raised concerns about workload and efficiency, she was already thinking about a solution.
š¹ Key Insight: Being cross-functionally curious allows you to find innovative solutions that might not be obvious in your day-to-day role.
āWhen my director voiced concerns about efficiency, I already had a solution ready to go.ā
2ļøā£ Define the Purpose and Goals
She outlined why CX sprints would be valuable: reducing inefficiencies, increasing visibility, and scaling customer education. By setting a clear purpose, she gave the team a structured way to focus on impactful work.
š¹ Key Insight: By determining specific activities for a 4-week period, we create focus and can track measurable progress. Tools Used: Google Docs for drafting, Guruās knowledge base for documentation.
3ļøā£ Customize the Sprint Framework for CX
Instead of using an off-the-shelf Agile framework, Steph adjusted sprint planning, task tracking, and retrospectives to better fit customer success workflows.
š¹ Key Insight: Agile isnāt one-size-fits-allāyou need to tweak it for your teamās unique needs. Tools Used: ChatGPT for research, Slack Lists for tracking, Guruās knowledge base for transparency.
āWhat if we ran customer success like a product team?ā
4ļøā£ Get Buy-In and Make It Accessible
She documented the sprint framework in their knowledge base and introduced it in a way that made sense for the teamāemphasizing how it would help them, not just add work.
š¹ Key Insight: Showing whatās in it for each participant increases adoption and engagement. Tools Used: Guruās knowledge base for transparency, Slack for team discussions.
5ļøā£ Launch a Trial Sprint and Iterate
Rather than fully committing right away, the team ran a trial sprint, gathered feedback, and refined the process. This ensured that any obstacles could be addressed before rolling it out long-term.
š¹ Key Insight: Start smallātest the process, refine it, and only then commit fully. Tools Used: Slack for tracking, team meetings for feedback, Google Docs for insights.
āSeeing feature adoption spike after workshops was proof that this worked.ā
The Impact: Smarter, More Scalable CX
ā Reduced reactive workāLess time answering repeat questions, more proactive education
ā Increased feature adoptionāTracking post-workshop engagement showed clear spikes
ā More team alignmentāEveryone knew what they were working on and why
ā Saved timeāWorkshops replaced hours of 1:1 calls, freeing up bandwidth for high-value work
š Catch the full conversation on Live Chat with Jen Weaver!
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