Before a doctor can see patients, hospitals must complete a lengthy, complex credentialing process. Licenses, background checks, and past hospital affiliations. Miss one file or delay one approval, and a clinician can’t practice. Patients wait. Admin teams scramble.

This is the world Jordan Hooker works in.

He leads customer experience at Axuall, a healthcare technology company focused on credentialing clinicians. This process, which once took months, has been transformed by automation, with Axuall automating up to 90% of the work.

In this episode of Experience Matters, Jordan shares what healthcare workflows look like in practice. Where automation works, where it breaks, and why human support still matters when things don’t go to plan.

#Hiver #CustomerSupport #CustomerExperience #AIandCX #CXLeadership #SupportInsights #customer #customerservice #customercare #customercare #EmpathyInSupport #BusinessGrowth #Podcast #artificialintelligence

CorpNet didn’t scale 7x by chance. For Nellie Akalp, the real turning point was a deliberate shift from a high-volume B2C model to a focused B2B strategy.

In this episode of Experience Matters by Hiver, host and Founder-CEO of Hiver, Niraj Ranjan Rout, chats with Nellie about the decision that reset CorpNet’s trajectory and how it changed everything that came after. She explains why the move to B2B required a higher-touch model, how her team built processes to support more complex customer needs, and why trust became the single, non-negotiable requirement.

Nellie also talks about managing rising workloads without losing responsiveness, the culture shifts that kept her team aligned as headcount grew from 15 to 100+, and the leadership changes she had to make as the company scaled.

Most contact centers obsess over AHT and CSAT, but Luke Jamieson argues these metrics only tell the story after the damage is done. The real problems often start earlier. Poor audio, unstable networks, and device issues can derail a call long before an agent ever speaks.

That’s why Luke champions CX observability. It uncovers the upstream technical friction that quietly shapes customer experience.

In this episode, he breaks down what Operata learned from analysing 148,000 customer calls, how these insights reshape performance models, and why AI is redefining the agent’s role.

Everyone talks about remote work. Few know how to make it work.

At Flight CX, Chloe Shill leads a global support operation built on structure, trust, and connection. In this episode, she joins Niraj Ranjan Rout to talk about how she keeps teams aligned, motivated, and where AI really adds value.

Christian Sokolowski, VP of Customer Support at Rebuy Engine, built an AI support workflow that now resolves 45% of tickets automatically. He shares how his team connects knowledge bases, trains AI with live interactions, and feeds insights back to the product. A practical look at building AI support that’s fast, accurate, and human.

Tod Ellington, VP of Ops at Whitestone, shares how he scaled operations by connecting systems. Learn how he rolled out Hiver, Asana, and Zoho Analytics, cleaned up workflows, and gave every team visibility into what matters. This episode can be the operations playbook you were waiting for.

Some support leaders think the fastest way to resolve a technical customer issue is to put an engineer on the phone. Miles Goldstein has led global support teams at Okta, Marketo, and Amobee — and he’s seen why this can go wrong.

“I wouldn’t put most engineers on a call with customers — they’re too black and white,” Miles says. Customers bring more than just a bug report. They bring urgency, emotion, and expectations that go far beyond the code.

In this episode of Experience Matters, Miles joins Hiver’s CEO, Niraj, to share why engineers aren’t always the right fit for live customer calls and how to keep them deeply engaged with customer problems without creating friction.

What you’ll learn:

✅ Why Miles won’t put most engineers on live calls — and what he does instead.

✅ How to connect recurring support patterns directly to product roadmaps.

✅ The key to building trust between support and engineering.

✅ Why scaling broken processes only makes failures faster.

Miles’ advice will help you design systems that deliver the right answer the first time — and make customers feel like they never had to fight for it.

#Hiver #CustomerService #CustomerSupport #EmailManagement #EmailCustomerSupport #CustomerFeedback #CustomerExperience #ExperienceMatters #CustomerServiceExcellence #TransformingCustomerService #GrowthEngine #CustomerRetention #BusinessStrategy #RevenueGrowth #Podcast #VoiceOfCustomer #CustomerSupport #CXLeadership #Hiver #ExperienceMatters

What happens when customer support starts shaping company strategy?

Karen Lam, Director of Customer Support at Top Hat, made that shift. She took a routine feedback system and turned it into a movement, one that aligned product, engineering, and finance around the customer’s voice.

In this episode of Experience Matters, Karen reveals:

• How she designed bi-weekly VoC rituals that made feedback actionable
• The Slack-based feedback loop that made team collaboration second nature
• Why Kaizen-style iteration beats big one-time overhauls
• How she distilled 500+ articles into a high-impact, zero-fluff help center

This episode is a playbook for any leader who wants to make customer feedback part of how the entire company thinks and operates.