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Welcome to The Support Automation Show, a podcast by Capacity, hosted by Justin Schmidt. We host conversations with leaders in customer or employee support who are using technology to answer questions, automate processes, and build innovative solutions to any business challenge.
Every two weeks, we host authentic conversations with OpsStars at the top of their game…. to empower you to create a great buyer experience, drive growth for your organization and ultimately: succeed in your operations career.
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Pro Wrestling 101 Revisited with Justin Credible
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Pro Wrestling 101 Revisited with Justin Credible
Justin Credible
In 2013, 20-year veteran pro wrestler Justin Credible created a series where he taught some of the ins and outs of the wrestling business and interviewed some of the best talent. Relive the amazing series here, on the Shining Wizards Network. His new documentary is in the works. Visit credibledocumentary.com for more information.
Boston Legal TV Show Podcast: Hosted by Dana Greenlee of Boston-Legal.org: Commentary on Boston Legal TV Show, featuring episode audio, guests experts that discuss show news, in-depth commentary about plot lines and show characters on Boston Legal TV Show seen on the ABC TV Network.
Real Talk is your audio experience for informative discussions on Integrative Counselling & Coaching. We explore everything from Mindfulness and Talk Therapy to Music and Nutrition. Jenny helps people discover and develop strategies to positively transform their lives. In addition, insightful interviews with experts and guests are meant to inspire and encourage you to live your best life.
Educators share stories from inside the educational world to showcase the powerful and significant impact that educators have. But what about you? Who was the educator who had the greatest impact on you? What was it about this educator that was special, or made you feel special? What could we all do to be that person for someone else?
The Eddie Jones Coaching Podcast gives you an insight into elite-level coaching as England head coach Eddie Jones and RFU director of performance Conor O'Shea discuss their methods and techniques from half-time team talks, to how to motivate a squad after a defeat, as well as recounting some of their favourite stories from rugby. See acast.com/privacy for privacy and opt-out information.
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The Support Automation Show
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How to Achieve Top-Class Customer Service with Lee Cockerell, Chief Learning Officer at Cockerell Academy and Founder of Lee Cockerell Creating Leadership Magic
37:13
37:13
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37:13
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Lee Cockerell, Chief Learning Officer at the Cockerell Academy and Founder of Lee Cockerell Creating Leadership Magic. They discuss the role of leadership in creating world-class customer service. Learn more about Lee: Lee's LinkedIn Cockerell Academy…
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OpsStars Podcast
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Finding Success Anywhere with Karen Mangia, a WSJ Bestselling Author and Vice President of Customer and Market Insights at Salesforce
36:36
36:36
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36:36
Karen Mangia, a WSJ Bestselling Author and Vice President of Customer and Market Insights at Salesforce, joins the conversation today to share how we can succeed in our roles and organizations in the new world of work. Also, she talks about how we maintain our health and wellness, be creative, have our voices heard, and be successful. Karen is the …
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The Support Automation Show
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Customer Success vs Customer Support with Dan Steinman, Chief Evangelist at Gainsight
43:03
43:03
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43:03
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Dan Steinman, Chief Evangelist at Gainsight. They discuss the difference between support and customer success and how businesses should apply automation to both. Learn more about Dan: Dan's LinkedIn Gainsight's LinkedIn Gainsight's Official Website Ot…
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OpsStars Podcast
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Building a High-Performing RevOps Team with Chris Van’t Hof, Director of Revenue Operations at CB Insights
41:37
41:37
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41:37
Chris Van’t Hof, Director of Revenue Operations at CB Insights, joins us on this episode of the OpsStars podcast to share his expertise and experience building a top-notch RevOps team. Previously, Chris was the Director of Global Revenue Operations for Uniphore, Director of Sales Operations for Honor and NextHealth, and Senior Analyst of Sales Oper…
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The Support Automation Show
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How Does Automation Help the Healthcare Industry Save More Time, Money, and Lives with Jason Viglione, Director of Customer Support Experience at H1
43:06
43:06
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43:06
Jason Viglione, Director of Customer Support Experience at H1, joins the next episode of The Support Automation Show. Jason is a dynamic, senior thought leader professional possessing a 20+ year proven track record of superior performance in the technology solutions space. And today, he shares his knowledge of support automation in the healthcare i…
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OpsStars Podcast
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Connecting Leads to Opportunities is Key to ABM Alignment with Kerry Cunningham, Research & Thought Leadership at 6sense
38:33
38:33
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Kerry is a Featured Thought Leader at Sales Assembly, the industry’s only Scale-as-a-Service platform that leads B2B Tech companies on their journey to scale better, and a Product Marketer at 6sense, an account engagement platform that helps revenue teams identify and close more opportunities by putting the power of AI, big data, and machine learni…
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The Support Automation Show
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How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success
29:30
29:30
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29:30
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success. They discuss how startups can adopt automation to engage with customers positively and gain a competitive advantage. Learn more about Jennifer and…
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OpsStars Podcast
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Building a Top-Tier Customer Success Operations Team with Seth Wylie, Director of CS Ops and Admin Community at Gainsight
44:53
44:53
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Seth is a self-proclaimed “unredeemable CS Geek,” passionate about creating human first connections. He brings over fifteen years of experience in various analyst and customer success roles and leadership positions. Before his current role at Gainsight, Seth was the Director of Customer Success Operations at InsightSquared, where he managed various…
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The Support Automation Show
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How Support Automation Accelerates The Onboarding of New Hires in the Mortgage Industry with Robin Clayton, Director, Digital Lending and Marketing at Paramount Residential Mortgage Group
39:12
39:12
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39:12
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Robin Clayton, Director, Digital Lending and Marketing at Paramount Residential Mortgage Group. With a strong background in financial services, real estate, and corporate operations, Robin brings creative and innovative solutions to the organization’s…
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OpsStars Podcast
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The Emerging Role of a Pipeline Strategist with Krystal Diel, Pipeline Strategist at Panther
34:10
34:10
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34:10
Krystal is a Pipeline Strategist at Panther, a cloud-scale security analytics platform that alleviates the pain of traditional SIEM with detections-as-code and a scalable security data lake. She initially got into sales operations as a personal trainer. Krystal brings over seven years of experience in various Sales and RevOps roles and leadership p…
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The Support Automation Show
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Finding a Balance Between Automation and Human Intervention with Rachael McBearty, Chief Customer Officer at LeanData
39:02
39:02
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39:02
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Rachael McBrearty, Chief Customer Officer at LeanData and Host of the OpsStars Podcast. They discuss how to create the right mix of automation and human intervention to ensure you are delivering high-quality customer support If you enjoyed this episod…
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OpsStars Podcast
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The Case for a Unified RevOps Org to Align Sales and Marketing and Drive Revenue with Justin Schmidt, VP of Marketing at Capacity
42:32
42:32
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42:32
In this episode, Rachael is joined by Justin Schmidt, VP of Marketing at Capacity, an enterprise artificial intelligence SaaS company focused on helping teams do their best work. He is also the host of the Support Automation Show, where he hosts conversations with leaders in customer or employee support who are using technology to answer questions,…
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The Support Automation Show
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Digital Transformation in Customer Experience with Rick DeLisi, Author and Lead Research Analyst at Glia
40:01
40:01
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40:01
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Rick DeLisi, Author and Lead Research Analyst at Glia. They discuss the benefits of digital transformation in customer service and how businesses can offer effective digital solutions. Learn more about Rick and Glia: Rick's LinkedIn Glia on LinkedIn G…
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OpsStars Podcast
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Aligning Sales Development to Bigger Picture Business Goals with Ryann Morrow, Senior Director, Sales Development at Cybrary
27:25
27:25
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27:25
In this episode, Rachael is joined by Ryann Morrow, Senior Director, Sales Development at Cybrary, a cyber security professional development platform that provides IT and security professionals with the knowledge and skills to achieve their career goals. Ryann joined Cybrary in 2019 and in 2020, Cybrary won an OpsStars Award for Highest ROI Program…
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The Support Automation Show
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How Automation is Transforming Customer Service and Customer Experience with Shep Hyken, Chief Amazement Officer, Speaker, Author, and Writer at Shepard Presentations
28:18
28:18
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28:18
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Shep Hyken, Chief Amazement Officer, Speaker, Author, and Writer at Shepard Presentations. Shep shares valuable insights about the impact of automation on customer service and customer experience. Learn more about Shep and Shepard Presentations: Shep'…
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OpsStars Podcast
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It’s Here - The New Era of Sales! with Mary Shea, Global Innovation Evangelist at Outreach
40:50
40:50
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40:50
In this episode, Rachael is joined by Mary Shea, Global Innovation Evangelist at Outreach, the first and only sales execution platform that helps revenue teams bring intelligence to workflows, unlock full visibility across the entire revenue cycle, and commit forecasts with confidence. Previously she was a Principal Analyst at Forrester, where she …
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The Support Automation Show
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How Can Automation Benefit Customer Success with Nick Mehta, Chief Executive Officer at Gainsight
32:40
32:40
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32:40
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Nick Mehta, Chief Executive Officer at Gainsight. They discuss the importance of a strong collaboration between customer success and product, and what role automation can play in this relationship. Learn more about Nick and Gainsight: Nick's LinkedIn …
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OpsStars Podcast
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Building Automated Revenue Dashboards with Elizabeth Medlicott, the Director of Marketing Operations at Model N
31:08
31:08
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31:08
In this episode, Rachel is joined by Elizabeth Medlicott, Director of Marketing Operations at Model N. Elizabeth has over a decade of experience in marketing operations, primarily in B2B software, for enterprise, mid-market, and start-up businesses, including public and unicorn companies. She is skilled in Marketo, SFDC, ABM, data migration, data m…
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The Support Automation Show
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The Three Purpose Levels of Automation with Paul Henderson, Director and Outcome Workshop Leader at Outcome Leaders
35:21
35:21
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35:21
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Paul Henderson, Director and Outcome Workshop Leader at Outcome Leaders. They discuss the three levels of automation and how to set up an automation strategy. Learn more about Paul and Outcome Leaders: Paul's LinkedIn Outcome Leaders' Website If you e…
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OpsStars Podcast
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How to Design and Ensure a Great Customer Experience with Sean Lane, VP of Field Operations at Drift
30:35
30:35
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30:35
In this episode, Rachael is joined by Sean Lane, VP of Field Operations at Drift, a conversational marketing platform that combines chat, email, video, and automation to remove the friction from business buying. Sean started his career in customer success and later led a sales development team. It was there that he learned how important operations …
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The Support Automation Show
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Automation in a High Engagement Model with Kristi Faltorusso, VP of Customer Success at ClientSuccess and Founder of Keeping CS Simple
39:53
39:53
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39:53
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Kristi Faltorusso, VP of Customer Success at ClientSuccess and Founder of Keeping CS Simple. They discuss using automation in a high engagement model and the implementation of technology to compliment your efforts. Learn more about Kristi, ClientSucce…
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OpsStars Podcast
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How to Become a Trusted Advisor to Sales with Jeff Ignacio, Sales Ops Leader and Host of the Revenue Architect Podcast
19:19
19:19
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19:19
In this episode, Rachael is joined by Jeff Ignacio, host of The Revenue Architect Podcast, a podcast for anyone deeply interested in building go-to-market capabilities, revenue operations, and revenue enablement. Jeff brings a breadth of knowledge learned from his experience across various sales and revenue operations positions. Before his current …
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The Support Automation Show
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Knowledge Management, Graphs, and AI with Zachary R Wahl, Chief Executive Officer at Enterprise Knowledge
38:26
38:26
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38:26
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Zachary R Wahl, Chief Executive Officer at Enterprise Knowledge. They uncover the role of knowledge management and knowledge graphs for organizations, the impact of AI on knowledge management transformation, and how companies can successfully apply th…
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OpsStars Podcast
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Building Revenue Dashboards the C-Suite will Love with Greg Poirier, CEO, and Founder of CloudKettle
40:57
40:57
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40:57
In this episode, Rachael is joined by Greg Poirier, the CEO and founder of CloudKettle, a company specializing in improving operations and revenue growth for large enterprises through marketing automation, lead generation, sales management, and renewals. He is also an advisor at Salesforce Accelerate, a three-month virtual program powered by Salesf…
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The Support Automation Show
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Balancing Human Work and Automation with Stacy Sherman, Speaker, Author, Podcaster, Mentor at Doing CX Right
37:21
37:21
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37:21
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Stacy Sherman, Speaker, Author, Podcaster, Mentor at Doing CX Right. They discuss how businesses can perfect the balance between humans and automation to accomplish future goals and why effective communication with the customer is crucial to achieving…
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OpsStars Podcast
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Closing the Customer Experience Gaps with Jason Reichl of Breadcrumbs and Go Nimbly
48:48
48:48
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48:48
In this episode, Rachael is joined by Jason Reichl, the CRO at Breadcrumbs, a revenue acceleration platform based on a co-dynamic lead scoring and routing engine living at the intersection of marketing and sales. He also co-founded Go Nimbly, a Revenue Operations consultancy, where he currently serves as a board member, advisor, and RevOps Evangeli…
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The Support Automation Show
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Positioning Automation With Your Team with Emily Garza, Former AVP, Customer Success at Fastly
41:44
41:44
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41:44
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Emily Garza, Former AVP, Customer Success at Fastly. They discuss how a business can position automation with a team and strategies to evaluate different support automation tools. Learn more about Emily and Fastly; Emily Garza's LinkedIn Fastly's Webs…
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OpsStars Podcast
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Design Your Operations With the End (User) in Mind with Chelsea Katich, Director of Marketing Operations at McGraw Hill
34:51
34:51
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34:51
In this episode, Rachael is joined by Chelsea Katich, Director of Marketing Operations at McGraw Hill, an American learning company and one of the “big three” educational publishers that provides customized educational content, software, and services for pre-K through postgraduate education. Chelsea is a 5x Marketo Champion, Fearless 50 member, MUG…
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The Support Automation Show
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Support Automation Balance with Lee Roquet, Chief Customer Officer at Yellowfin
42:51
42:51
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42:51
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Lee Roquet, Chief Customer Officer at Yellowfin. They discuss why an organization that adopts support automation needs to find the right balance between the company and customer's need to succeed. Learn more about Lee and Yellowfin; Lee Roquet's Linke…
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OpsStars Podcast
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Trust the Process! - How a Process-Driven Mindset Helps Improve the Buyer Experience with Asia Corbett, Head of Revenue and Community Operations at RevGenius
36:39
36:39
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36:39
In this episode, Rachael is joined by Asia Corbett, Head of Revenue and Community Operations at RevGenius, a group of revenue-generating sales and marketing professionals brought together to learn, share, support, and grow. Asia joined RevGenius because of its mission to educate, empower, and inspire all revenue professionals and operators. Asia is…
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The Support Automation Show
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The Benefits of Automation and Customer Self-Service with Nicole Garberg, Vice President of Customer Experience at Engine
46:29
46:29
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46:29
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Nicole Garberg, Vice President of Customer Experience at Engine. They discuss why people find automation scary, how automation applies to the customer and employee experience, and Engine’s approach to automating support. They also dive into how a busi…
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The Support Automation Show
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Business Value Through Automation with Melissa Teater, Senior Operations Consultant at World Wide Technology
44:52
44:52
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44:52
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Melissa Teater, a Senior Operations Consultant at World Wide Technology. They discuss digital transformation, business value through automation at World Wide Technology, and the positive impacts of automation on organizations. Learn more about Melissa…
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OpsStars Podcast
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Operationalizing the Customer Experience: The role of MOPs with Crissy Vetere-Saunders, CEO and Co-founder at CS2 Marketing
45:41
45:41
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45:41
In this episode, Rachael is joined by Crissy Vetere-Saunders, CEO and Co-founder of CS2 Marketing, a B2B SaaS marketing agency started in the heart of Silicon Valley, now supported by a remote team across the US. With over a decade of experience in marketing operations and demand generation, she is still striving to learn the best ways to optimize …
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The Support Automation Show
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Adopting Automation for Legacy Workflows with Antonio King, Head of Support at Veho
42:03
42:03
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42:03
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Antonio King, Head of Support at Veho. They discuss how automation can help customer support succeed, Veho's approach to automating support, and why businesses need to adopt automation for their legacy workflows. Learn more about Antonio: Antonio's Li…
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OpsStars Podcast
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True RevOps Connects Marketing, Sales, CS, & Product with Jordan Henderson, Senior Director of Revenue Operations at ringDNA
32:52
32:52
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32:52
In this episode, Rachael is joined by Jordan Henderson, Senior Director, Revenue Ops at Revenue.io (formerly ringDNA), a revenue acceleration platform that uses AI to transform sales teams into high-performing revenue engines. His background is spread across revenue operations, sales enablement, sales operations, strategic planning, and project man…
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The Support Automation Show
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Using Automation To Help Customer Ops Specialists with Jared Sklar, Sr. Manager, and Customer Operations at HOVER
37:59
37:59
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37:59
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Jared Sklar, Sr. Manager of Customer Operations at HOVER. They discuss how HOVER helps clients develop their businesses and careers, why implementing automation inside a support function benefits both the clients and employees and the relationship bet…
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OpsStars Podcast
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What It Means To Be An OpsStar with Kimberly Galitz, Senior Manager Marketing Operations at F5 Networks
18:41
18:41
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18:41
In this episode, Rachael is joined by Kimberly Galitz, Senior Manager, Marketing Operations at F5. Kimberly was hired to clean up the Marketo architecture at F5 and apply her expertise with marketing tech stacks to help F5 grow. She’s also a 2x Marketo Champion and the 2020 OpsStar of the Year. They discuss the confidence issues Ops professionals f…
If you enjoyed this episode, then please either: Subscribe, rate and review on Apple Podcasts Follow on Spotify OpsStars RSS Feed Check out OpsStars PodcastBy LeanData
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The Support Automation Show
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The Impact of Automation Policies with Kristina Podnar, Digital Policy Consultant at NativeTrust Consulting
47:01
47:01
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47:01
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Kristina Podnar, Digital Policy Consultant at NativeTrust Consulting. They discuss the importance of adopting the right policies for your automation processes, the biases and risks you need to consider, and why organizations need to be transparent abo…
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The Support Automation Show
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How to Engage with Communities and Your Team with Julie Tuggle-Nguyen, Executive Vice President Human Resources at Midwest BankCentre
41:54
41:54
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41:54
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Julie Tuggle-Nguyen, Vice President Human Resources at Midwest BankCentre. They discuss the meaningful work they do to engage with their communities, specifically around educating people on how they can access a financial network that will benefit the…
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REAL TALK with Jenny Ma
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Ep. #12 - Toxic Masculinity...what does that even mean?
1:05:14
1:05:14
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I'm joined by relationship coach Brian Sheppard, for a candid discussion on the trend surrounding the idea of toxic masculinity. This is a topic with great depth and we only scratched the surface in this episode. I hope you enjoy the show and that it provides you some value in considering how we look at the terms presented to us by our background, …
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The Support Automation Show
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Using Customer Experience to Drive Support Automation with Christopher Rotz, Director of Process and Analytics at American Pacific Mortgage
35:23
35:23
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35:23
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Christopher Rotz, Director of Process and Analytics at American Pacific Mortgage. They discuss the concept that implementing support automation should be focused on the customer experience. For it to truly be considered a success, customers should wan…
I talk with David Ibarra, Leadership Consultant, Speaker and Author of the book "Stop Drifting". David is also the President and CEO of Think Grow Rich, Latin America and Founder of the Ibarra Foundation, an organization that invests in the future success of the Latino community. We discuss David's humble beginnings, his transition to business and …
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The Support Automation Show
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Support Automation Boosting Conversion Rates? with David Apple, Chief Revenue Officer at Zingtree
29:24
29:24
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29:24
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by David Apple, Chief Revenue Officer at Zingtree. They discuss David's journey from mechanical engineer to Industry thought leader, customer guide, and sales marketing professional, his leading business principles for customers' success and support auto…
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The Support Automation Show
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Becoming People Centric through Employee Feedback with Craig Soelberg, Senior People Success Manager at Chargebee
34:16
34:16
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34:16
In this episode of The Support Automation Show, Justin is joined by Craig Soelberg, Senior People Success Manager at Chargebee, a subscription billing management software. Craig talks to us about the challenges of having employees spread out across the globe, shares his thoughts about support automation for employees, and discusses how human resour…
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The Support Automation Show
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An Introduction to Support Automation with Justin Schmidt, VP of Marketing at Capacity
6:26
6:26
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In this episode of The Support Automation Show, Justin talks about his incredible experiences in his recent interviews and today Justin sets out an agreement and discusses what the audience and other listeners expect to learn about support automation from innovative leaders in customer and employee support. What are the tools that I need? What are …
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REAL TALK with Jenny Ma
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Ep. #10 Fear & Overcoming It! - A Conversation with Brian Sheppard
1:28:53
1:28:53
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Brian and I discuss the top is of fear, how it factors into everyday life and relationships.
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The Support Automation Show
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Using Automation to Satisfy Unsatisfied Customers with Rachel Jennings-Keane, Independent Customer Success Consultant
42:13
42:13
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42:13
In this episode of The Support Automation Show, Justin is joined by Rachel Jennings-Keane, Independent Customer Success Consultant, to share how leveraging technology can "satisfy the unsatisfied", the power of understanding your customer’s buying behavior, and why you need to analyze customer success rate. If you enjoyed this episode then please e…
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The Support Automation Show
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The Role of Automation in Support Success with Jeffrey Breunsbach, Director of Customer Experience at Higher Logic
39:30
39:30
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39:30
In this episode of Support Automation Show, Justin is joined by Jeffrey Breunsbach, Director of Customer Experience at Higher Logic, to discuss the role of automation in support success, his top three tips on transforming customer experience and how automation can facilitate growth. Learn more about Jeffrey: Jeffrey's LinkedIn Higher Logic's Websit…
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The Support Automation Show
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Becoming an Automation Champion with Stacy Justino, Director of Customer Happiness at Wistia
28:28
28:28
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28:28
In this episode of The Support Automation Show, Justin is joined by Stacy Justino, Director of Customer Happiness at Wistia, to discuss Stacy's journey from a school teacher to a customer support specialist, her top three tips on revolutionizing customer experience, and how support automation can solve business challenges. Learn more about Stacy Ju…
