The Peak Experience

In the podcast, Ismail Salhi, Co-founder and CEO of Wild Grain, emphasized the significance of prioritizing customer experience in their business. He explained that the main differentiator for online brands is the customer experience they provide, and that building trust over time ultimately leads to customer retention. "The reason people come back is because of the experience they

Welcome to Peak Experience! Join Hannah Steiman, President of Peak Support, as she chats with Val Amato, Associate Director of Customer Support at Embark. Discover how Embark slashed chat volumes by 75% with proactive chat, driving sales and enhancing customer satisfaction. Tune in to learn how we’re revolutionizing customer support with innovative strategies and cutting-edge sol

Tune into "The Peak Experience" Episode 5 featuring Grady Ward, where we delve into the critical topic of designing your product with trust and safety at the forefront. In this insightful discussion, Grady shares his expertise on the importance of integrating robust trust and safety features into product design from the outset.Learn about the strategies and processes that help crea

Declan Ivory, VP of Customer Support at Intercom (a Peak Support partner), implemented Fin, their in-house AI tool, to understand the complete customer experience journey. They’ve improved the journey by keeping their knowledge base up to date, improving chatbot resolution rate, and optimizing the human component to AI implementation – a crucial but often overlooked piece of th

With the help of their Director of Customer Service, Jeremy Hyde, SunCountry Airlines was able to dramatically reduce attrition in recent years. They did this by improving employee engaging, implementing streamlined staffing strategies, and introducing a part-time program. We discuss all of this and more in this episode of The Peak Experience.

In this episode, we're joined by Public Rec's Founder and CEO, Zach Goldstein, to discuss how they've grown as a brand, their preparation for Black Friday, and what to do when things don't go as planned.

In this episode, we're joined by athenahealth's Executive Director of Diversity and Inclusion, Allyson Livingstone, to discuss their Moments That Matter Initiative, the ways in which we can continue to adapt to new kinds of work environments, and how to show employees they are being heard and valued.