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Support Snapshot: Party Lines, Big Wins, Better Questions with Coach Ríos
An award winner, and asking better questions on party phone lines ☎️
Jen Weaver
April 25, 2025
Welcome to the Support Snapshot, our Friday newsletter bringing you the podcasts of the week in the customer support and services world, so you can listen a little or a lot, and either way get the best of the best.
This week, while Jen is out of office, Coach Ríos, Head of CX at Cityside Fiber, is joining us with a guest post!
🦸 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.
😄 Ask Better Questions as you build a strong team foundation!
🦻🏼 Listen - Sarah Caminiti talks with Gregorio on THE CX GOALKEEPER about the correlation between employee experience and customer experience, as well as her leadership journey and being vulnerable as a leader. This is a great one to listen to on your afternoon stroll. 🎧
😄 A former Stevie Customer Service Women of the Year talks small-town news, party phone lines, and CX Leadership.
➡️ Watch - Sarah Betts, and Rob Dwyer talk about Job Security on Next in Queue, and it’s not what you think!
😄 A human connection in a digital world is possible!
➡️ Watch - On Table Service podcast Jordan Hooker talks with Andrew Carothers about delivering an authentic customer experience with a human touch in a digital-first landscape and the evolution of the CX discipline.
“One way of looking at CX is the flip side of the coin of brand. Brand is the promise of what a company is going to provide... Customer experience is the delivery of that brand promise. And when there's a brand promise and there's delivery of that promise, trust results.”
🚩 Emre Tekoglu is looking to connect and chat with CX Leaders for a podcast appearance and/or book interview—a reminder: every person you’ve seen or heard on a podcast was a first-time guest. Bet on yourself and be a first-time guest. 😀
💬 What is your most rewatchable movie or TV show? The Support Driven community dove into this question. Hurry and jump into the thread!
🔔 Job alert! Ashley has a line on a great Support leader opportunity; check out the ElevateCX job channel for more info and other great leads!
📌 Vicki Brackett is gifting the CX community a first edition of her book, The Leadership Toolbox. Thank you, Vicki! Can I get an autographed copy? 😁
📌 Philippe Mesritz talks about transforming your thinking as a first-time VP, sharing his experiences and lessons learned.
📌Kenji Hayward encourages CX professionals to post! Your tribe will find you.
📌 The Customer Connect Expo rolled into Las Vegas, where hundreds of CX professionals connected for two days. Next stop: Hotlanta.
👏 It’s always exciting to see experienced #CX Leaders building things that help other CX leaders and teams—nothing like a passion project.
Erica Clayton, the VP of Hottakes, and Melanie Zayat are each working on something cool and helpful for CX teams. 👉🏽 ☀️CX & Frank CX.
Final words,
Writing a newsletter is hard work; I applaud all those who do it regularly, with purpose, and with passion. I wanted to help out, learn, and experience what it was like to put a newsletter together. 🙏🏽Thanks, Jen, for giving me a chance; I hope the subscriber count doesn’t drop too much. 🤞🏽
#riosprotip: If it’s not documented, it never happened!
🦸 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.