The Squawk

What if support wasn't just a cost center, but your company's best talent pipeline?That's exactly what George Dilthey, Head of Support at Clay, built - a system that recruits new grads into support, then rotates them across the business. In this episode, George breaks down how to:Turn support into a talent exporter that feeds product and GTM teamsDevelop expert generalists ready for an AI-driven workplaceBuild structured career pathways that retain top performersFollow The Squawk podcast

In this episode of The Squawk, we sit down with Jared Ellis from Culture Amp. Jared shares his journey from being the first support specialist to leading an AI-first customer experience transformation. Key topics include shifting from productivity metrics to quality of experience, improving AI through frontline feedback, emerging career paths in support teams, and challenging the conventional wisdom of slow AI rollouts by moving quickly with well-planned "escape hatches."Follow The Squawk

All companies care about product quality, but Linear actually has a zero bug policy with teeth.We sat down with Alexandra Lapinsky Wilson, who leads Product Ops and CX at Linear.Linear wants to bring the magic back to software, and Alexandra's teams are making that real for users every day.Hear Alexandra's insights on how CX is critical to delivering on the zero bug promiseIf a user thinks something is broken, it's a bug. No "that's expected behavior" excuses allowedCX does

We begin our very first episode on The Squawk with Bob van Winden. Bob shares his extensive experience in scaling customer support operations across major tech companies like Google and Stripe, and now at Bridge, a fintech startup. He reflects on how he accelerated his career thanks to unique professional opportunities available in Support and Operations, the importance of balancing anecdotes with data when it comes to CX, and the key lessons from hyper-scaling operations over the past decade.The

We’re launching a new podcast! The customer experience space is changing quickly. The Squawk is a short, sharp and focused deep dive on guests from leading companies. Hear Steve Hind speak to CX, Product and Operations Leaders at Clay, Linear, Stripe (to name a few), and their one big idea about how CX is changing for the people involved. Here’s a sneak peek. We can’t wait to share Season 1 with you—stay tuned!More about us:LinkedIn: https://www.linkedin.com/company/lorikeetcx/ Website: