🎙️ Podcast Episode 6: Agile for CX Teams

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 challenge—so she borrowed a playbook from engineering and brought Agile sprints to CX.

The result? More focus, less duplication, and better customer engagement. And today, she’s 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:

🎙️ Listen now

🎥 Watch now

📑 Download the playbook and project template

The Solution: Bringing Sprints to CX

Steph adapted Agile sprints—traditionally used by engineering teams—to fit her customer team’s workflow. Here’s how she did it:

1️⃣ Recognize the Problem Early

Steph’s 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.

🔹 Key Insight: Being cross-functionally curious allows you to find innovative solutions that might not be obvious in your day-to-day role.

2️⃣ 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.

🔹 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, Guru’s knowledge base for documentation.

3️⃣ 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.

🔹 Key Insight: Agile isn’t one-size-fits-all—you need to tweak it for your team’s unique needs. Tools Used: ChatGPT for research, Slack Lists for tracking, Guru’s knowledge base for transparency.

4️⃣ 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 team—emphasizing how it would help them, not just add work.

🔹 Key Insight: Showing what’s in it for each participant increases adoption and engagement. Tools Used: Guru’s knowledge base for transparency, Slack for team discussions.

5️⃣ 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.

🔹 Key Insight: Start small—test the process, refine it, and only then commit fully. Tools Used: Slack for tracking, team meetings for feedback, Google Docs for insights.

The Impact: Smarter, More Scalable CX

✅ Reduced reactive work—Less time answering repeat questions, more proactive education

✅ Increased feature adoption—Tracking post-workshop engagement showed clear spikes

✅ More team alignment—Everyone knew what they were working on and why

✅ Saved time—Workshops replaced hours of 1:1 calls, freeing up bandwidth for high-value work

🚀 Catch the full conversation on Live Chat with Jen Weaver!

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