Starting Smart, Feeling Seen, and The CX Lesson Hiding in a Nordstrom Return Story

Some Fantastic Podcast Clips This Week!

Author

Jen Weaver
May 16, 2025

I am on a mission to bring a little bit of ease to your week, by giving you the best of the CS podcasts from the week, and a little bit of news and community.

Holy cow, with all the great clips here, I only have room for podcasts this week. #7 will shock you! 😂

🎤 This Week in the Podcastiverse

a small selection of the CS podcasts published this week

😄 Matt’s Takeaways from 100 episodes

Ticket Volume podcast

This is a special Matt Beran-only episode, and it’s human and heartfelt - I recommend it as an antidote to the noise and automation all around us. 

➡️ Watch minute 2:40 for the 1-2-3-4-5 in short

➡️ Listen to the full episode if you’re crying at work and need to be talked down

😄 Your First Project at a New Role

I chat with Idit Matas about your first 90 days as head of support. If you’re facing that prospect and are short on time, head to the last bit, where we talk about choosing a project for your first big win, not just for senior leadership but any role, really.

➡️ Watch starting at minute 32:45 for tips on choosing and implementing a project of impact

😄 Marketing Tactics for Post-Sale CX

Sara Feldman is just such a powerhouse of CS information—I’m delighted that I got to see her speak at SD in Vegas in 2023. She discusses taking inspiration from sales and marketing tactics like remarketing, segmentation, and nurture campaigns for post-sale customer experience content. The idea is to apply these methods, traditionally used for pre-sales, to engage and support existing customers. 

➡️ Watch minute 5:50 for the big view of pre-sale strategies for post-sale work

➡️ Watch minute 13:40 for a relatable anecdote about Nordstrom and how they exemplify thinking about the customer's world view, not just the product's journey map.

😄 Another Fantastic Lookback Episode

Next in Queue podcast

Rob’s is one of my favorite CS podcasts, and this highlights reel is the best of the best —obviously worth a listen.

“When you deny a proxy, it’s tantamount to denying a customer the right to cancel, and if you’re a large company doing this at scale, it can be problematic.”

➡️ Watch minute 1:00 for the tension of AI subscription management, regulation, and cancellations 

😄 Moderna’s AI Strategies

I have “Moderna” written on my Covid vaccine card at least 4 times, so it’s cool to see behind the scenes a bit, as Blake Morgan interviews Moderna exec Brice Challamel.

“Anyone who has a laptop at Moderna has ChatGPT working for them … we’re one of the first companies in the world to have 100% adoption in knowledge workers.

➡️ Check out minute 22:50 for the clip on ChatGPT Enterprise

🦸 This newsletter is brought to you by Supportman.io, which connects Intercom to Slack with AI to give agents feedback and surface problems in real time.