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Every thriving support org starts the same way — with one brave person, a shared inbox, and no documentation. But how do you turn that chaos into a foundation that lasts?

In this episode of CX Roundtable, host Sarah Caminiti sits down with two leaders who have lived every version of “building from scratch”: Kenji Hayward (Director of Support, Front) and Priscilla Brooke (Head of Podcaster Success, Buzzsprout). Together, they unpack what it really takes to build — and sustain — great support teams.

You’ll hear them discuss:

• What to prioritize (and what to ignore) when you’re the first or second hire.
• How ownership, documentation, and autonomy shape a team’s DNA.
• Why hiring for humanity matters more than experience.
• The role of psychological safety in speed, accuracy, and trust.
• How to raise the bar — and resist the temptation to settle for “fine.”
• Why metrics like CSAT and time-to-resolution don’t tell the full story.
• How emotional labor evolves as your team scales, and why rest is a leadership skill.

This isn’t just a conversation about starting small — it’s a masterclass in building culture, credibility, and resilience from the ground up.

If you’re hiring your first support rep, rebuilding a burned-out team, or redefining what “good” looks like in CX, this episode will help you build your Support DNA — one intentional decision at a time.

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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.

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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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.