Neal Travis - Understanding the two-by-two matrix of the customer support landscape!

🤙 About the guest - Neal Travis is the creator and host of Growth Support and is creating a resource library for support professionals across the globe. He is also a support leader at the Academy to Innovate HR. 

 
🤙 Timestamps
00:47 - Neal's introduction
02:38 - The evolution of the customer support landscape over the years
04:18 - Neal's philosophy in delivering great customer support
06:14 - The two-by-two matrix of the support landscape
08:24 - Role of support ops
10:16 - AI in support ops
13:25 - How can support and product teams work in collaboration
16:55 - Best practices for support leaders
18:58 - Remarkable interactions with support leaders
21:11 - Best practices for remote support teams
23:20 - Metrics for measuring success of support teams
25:40 - What do support leaders think of AI
29:01 - Apprehensions of using AI in customer support
30:24 - Evolution of the skillsets for people working in support
32:31 - Tech stack for today's support teams
34:58 - Recent trends and observations in customer support
39:50 - Predictions for customer support in 2024

🤙 Where to find Neal - https://www.linkedin.com/in/neal-travis/