Support Snapshot: It’s Q2, do you know where your Experience is?

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's out of office, we’re continuing our guest series with @Matt Beran, host of the Ticket Volume podcast. His Q2 Experience Check-in is all about keeping it simple, human, and real.

🦸 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.

🔬 A story is always more than what’s on the surface. 

➡️ Read - @Indi Young reminds us to “Ask the right questions” in her Substack this week. I'm loving this outcome:

a small selection of the CS podcasts published this week

😍 Experiences should be SIMPLE!

➡️ Listen - @Lou Carbone and @Gregorio Uglioni discuss the very philosophy of Experience Management. Great episode! Hear from one of the inventors of Experience Management - Lou has been working in this space since the 80s. Whether you are looking to be re-inspired or trying to get a company to change, this is a great episode. What is your company’s reason for being?

💜 How to build a culture through active listening and treating people well. 

➡️ Watch - Growth Support with @Neal Travis and @Stephen Nock “Employee Experience”. From the nuances of EX driving CX and the perks of how a company treats its people, Neal and Stephen pick apart how companies can create the conditions for our best work and maximize potential. I LOVE how Stephen thinks about compliance. 

🫂 Is it good for the customer, for the business, and for the team?

➡️ Watch - @Jen Weaver and @Alex Armstead go through some of the amazing tools that leaders and teams can use to build a great culture. They start with tips for hiring, talent development, and alignment, and progress to career paths and investing in yourself!

💸 Looking for your next big role? Sketchers is hiring a Sr. Dir of Customer Service

🎉 Shout out to @Mario Guisado, who landed an awesome role recently

🚩 @Front did a cool live conversation about the 2025 State of Service Expectations. Shout out to @Mercer Smith and @Neal Travis, as well as host @Kenji Hayward, for contributing to this event!

🗓️ The Customer Experience Strategies Summit is next month - snag a ticket!

📌 Big WFM event in Nashville last week with #SWPP (THE SOCIETY OF WORKFORCE PLANNING) - one to put on your list for next year?

📌 A great reminder of how bad surveys are from @Patrícia Osorio - and a comic to reinforce the point to boot!

📌 And here’s another (Remote) Support Specialist role

Can’t believe I mentioned Neal twice in this one - can you tell I’m a fan? Also, props to @Andrew Rios for putting this together last week. - THIS IS HARD! 

Thanks to @Jen Weaver for giving me this opportunity, not sure I have what it takes to build a newsletter (organization skills) - but this was fun :)

🦸 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.