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The help desk has always been the backbone of customer experience — but in an age of AI, automation, and rapidly scaling SaaS, what will it look like five years from now?

In this episode of CX Roundtable, host Sarah Caminiti sits down with three product leaders shaping the tools support teams use every single day: Scott Rocher (VP of Product, Help Scout), Kevin Yang (Head of AI, Front), and Rachel Hughes (VP of Product, Kustomer). Together, they unpack how help desk platforms are evolving, what AI can (and can’t) deliver, and why empowering support teams as strategic partners may be the most important shift of all.

You’ll hear them discuss:

• How help desks are moving from ticket trackers to growth drivers.
• The promise and limits of AI in customer experience, and where human empathy still wins.
• Why root cause analysis is becoming the voice of the customer — and how tools are finally catching up.
• The new support ops roles emerging as frontline work evolves.
• Why unlimited access, data transparency, and real-time insights matter for CX leaders fighting for a seat at the table.
• What the next five years of help desk innovation might look like — from AI copilots to built-in knowledge ecosystems.

This isn’t a surface-level conversation about bots and metrics. It’s a candid look at how the people building CX platforms see the future of support, and what leaders can do today to prepare their teams, their tools, and their companies for what’s next.

If you’re a CX leader, support manager, or executive making technology decisions, this is the conversation that will help you reframe the help desk not as a cost center — but as a critical growth engine.

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Content has become the new currency of customer experience. But how do you find your voice, build credibility, and balance authenticity with brand alignment in an industry that’s still defining itself?

In this episode of CX Roundtable, host Sarah Caminiti gathers four leaders shaping the CX content space: Luke Jamieson (Operata), Mat Patterson (Help Scout, The Supportive), Matt Beran (InvGate), and Jen Weaver (Tettra). Together, they explore the messy, rewarding, and often vulnerable journey of creating CX content that actually resonates.

You’ll hear them dig into:

• Breaking into CX content creation and building confidence as a new voice.
• Why authenticity beats algorithms (and why AI can’t replace lived experience).
• Balancing personal brand vs. company brand when your name and employer are linked.
• The evolving role of evangelists, thought leaders, and creators in CX and IT.
• The real math of LinkedIn “virality” and why repurposing content isn’t lazy.
• How to stay consistent, avoid burnout, and make content creation a sustainable career.

From billboard campaigns to grassroots podcasts, these voices show what’s possible when CX professionals decide to share their knowledge publicly. If you’ve ever wondered “Who am I to create content?”—this episode gives you the roadmap (and the permission) to start.

Enjoying CX Roundtable? Follow the show, leave a review, and share this episode with someone building the future of customer experience.

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The Future of BPOs: From Commodity Outsourcing to Strategic Partnership

Outsourcing has long been seen as a numbers game — low cost, high volume, little connection. But what happens when leaders refuse to play by those rules?

In this episode of CX Roundtable, host Sarah Caminiti brings together three of the most forward-thinking BPO executives — Craig Crisler (SupportNinja), Greg Collins (Boldr), and Blair Wilen (Ethos Support) — to dismantle outdated models and define what good outsourcing should look like.

Together, they explore:

• Why the old commoditized BPO model is broken — and what replaces it.
• How treating outsourcing partners as extensions of your CX team changes everything.
• The role of AI as a tool, not a strategy in scaling customer experience.
• What to ask when evaluating a BPO (hint: it’s not about average handle time).
• How investing in agents’ careers and well-being drives customer loyalty and revenue growth.

This isn’t about “ethical outsourcing” as a buzzword. It’s about the future of BPOs as strategic partners — building customer experiences that are human, empathetic, and growth-focused.

Whether you’re a CX leader, founder, or executive weighing a BPO partnership, this episode gives you a clear lens into what sustainable, people-first outsourcing looks like.

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