The Support Automation Show

Jun 01 2023 6
The Support Automation Show Podcast artwork

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.

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[Greatest Hits] How to Achieve Top-Class Customer Service with Lee Cockerell, Chief Learning Officer at Cockerell Academy and Founder of Lee Cockerell Creating Leadership Magic

Jun 01 2023 37 mins  
In this episode of The Support Automation Show, a podcast by Capacity, we are joined by Lee Cockerell, Chief Learning Officer at the Cockerell Academy and Founder of Lee Cockerell Creating Leadership Magic. We discuss the role of leadership in creating world-class customer service.

[Greatest Hits] Driving Business Software Automation Effectively with Brent Sanders, Co-Founder of Verne and CEO of Formulated Automation

May 18 2023 38 mins  
In this episode of The Support Automation Show, a podcast by Capacity, Brent Sanders, Co-Founder of Verne and CEO of Formulated Automation, joins us to discuss some of the best automation practices, how bringing software automation unlocks value at organizations, and the advantages of cross-product integration.

[Greatest Hits] How Back-End Operations Automation Powers Front-End Consumer Experience with Shashank Shekhar, Founder and CEO of InstaMortgage

May 04 2023 39 mins  
In this episode of The Support Automation Show, we are joined by Shashank Shekhar, Founder and CEO of InstaMortgage, one of the fastest-growing mortgage companies in America and the fastest-growing private company in Silicon Valley. In September 2020, Shashank led his team to create Rachel, the world’s first digital human in the mortgage industry. Today, Shashank reveals the secr

[Greatest Hits] How Does Automation Help the Healthcare Industry Save More Time, Money, and Lives with Jason Viglione, Former Director of Customer Support Experience at H1

Apr 20 2023 43 mins  
Jason Viglione, former Director of Customer Support Experience at H1, joins the next episode of The Support Automation Show. Jason is a dynamic, senior thought leader professional with over twenty years of superior performance in the technology solutions space. And today, he shares his knowledge of support automation in the healthcare industry.

[Greatest Hits] Why the End of the ReFi Boom Determines Mortgage Businesses to Shift Focus to Digital Transformation with Scott Roller, Co-Founder of Vendor Surf and Founder of 3W Partners

Apr 06 2023 44 mins  
Scott Roller, Co-Founder of Vendor Surf and Founder of 3W Partners joins us in this episode of The Support Automation Show. We discuss the role support automation plays in the mortgage and credit union ecosystems and why with the end of the ReFi Boom, there's been a major shift in focus to digital transformation efforts.

[Greatest Hits] Leading AI and Support Automation Initiatives in the Mortgage Space with John Heck, Sr. Advisor Lending Solutions at Capacity

Mar 23 2023 33 mins  
In this special episode of The Support Automation Show, a podcast by Capacity, we are joined by John Heck, Sr. Advisor Lending Solutions at Capacity, to talk about the trends and forward-looking aspects of support automation in the housing and mortgage space. John is a highly motivated professional with passionate leadership and relationship management skills forged by a thirty-plu

[Greatest Hits] Customer Success vs Customer Support with Dan Steinman, Chief Evangelist at Gainsight

Mar 09 2023 43 mins  
In this episode of The Support Automation Show, a podcast by Capacity, we are joined by Dan Steinman, Chief Evangelist at Gainsight. We discuss the difference between support and customer success and how businesses should apply automation to both.

[Greatest Hits] How Can Technology Help Deliver Customer Onboarding in a Low-Touch/Digital Approach with Donna Weber, The Customer Onboarding Expert at Donna Weber Springboard Solutions and Principal of KickStart Alliance

Feb 23 2023 29 mins  
In this episode of The Support Automation Podcast, Donna Weber, The Customer Onboarding Expert at Donna Weber Springboard Solutions and Principal of KickStart Alliance, joins Justin Schmidt to discuss the role of support automation in customer onboarding and the benefits of taking a low/digital touch approach.

[Greatest Hits] How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success

Feb 09 2023 29 mins  
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.

[Greatest Hits] 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

Jan 26 2023 39 mins  
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Robin Clayton, Director of 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 toughest challenges. One of h