In today’s hyper-competitive business landscape, customer support is no longer just a cost center or a reactive department handling complaints. It has evolved into the very heartbeat of a brand, a critical driver of customer retention, and a proactive engine for revenue growth. As artificial intelligence and automation reshape how companies interact with their users, staying ahead of the curve is essential for CEOs, Chief Customer Officers, and support professionals alike.
One of the most effective ways to keep a finger on the pulse of this rapidly changing industry is through podcasts. Audio content offers a unique opportunity to learn from the successes and failures of industry titans, discover innovative strategies, and understand the psychological nuances of customer behavior. Whether you are looking to implement AI-driven solutions, build a customer-centric culture, or simply find inspiration from those who have mastered the art of the support experience, there is a podcast tailored to your needs.
Here is a curated list of the best podcasts about support experience that provide actionable insights, expert interviews, and forward-thinking strategies to help you transform your customer support operations.
1. Support Experience
Host: Krishna Raj Raja
Best For: Leaders looking to leverage AI to transform support into a competitive advantage.
At the forefront of the AI revolution in customer support is the Support Experience podcast, hosted by Krishna Raj Raja, the founder and CEO of SupportLogic. Drawing from the principles outlined in his book of the same name, Raja dives deep into the strategies that elevate standard service into a world-class support experience.
Raja’s background is uniquely suited for this exploration. As the first support engineer hired at VMware India, he experienced firsthand the challenges of maintaining a connection with the customer as a company scales. This inspired him to create SupportLogic, the world’s first AI-driven Support Experience platform.
The podcast goes beyond surface-level discussions, exploring how industry leaders amplify the Voice of the Customer using artificial intelligence. Listeners can expect to hear real-world stories from iconic brands like Apple, Adobe, Google, Salesforce, and Snowflake. Topics range from the “Build vs. Buy” AI dilemma and agentic routing to shattering support silos and turning support tickets into revenue. For anyone navigating the age of AI while striving to keep customer support deeply human, the Support Experience podcast is an indispensable resource.
2. Amazing Business Radio
Host: Shep Hyken
Best For: Practical, actionable insights on customer service and employee engagement.
Hosted by renowned customer service expert and New York Times bestselling author Shep Hyken, Amazing Business Radio is a staple for anyone serious about customer experience. Hyken interviews leading business professionals, executives, and CX experts to uncover tactical approaches to achieving service excellence.
What sets this podcast apart is its emphasis on the critical link between employee engagement and customer satisfaction. Hyken consistently highlights that a great customer experience starts from within the organization. With episodes averaging around 25 minutes, it is designed to deliver easily digestible, actionable tips that busy professionals can implement immediately to strengthen customer relations and build a customer-centric culture.
3. The Intuitive Customer
Hosts: Colin Shaw and Professor Ryan Hamilton
Best For: Understanding the psychological and behavioral aspects of customer service.
To truly excel in customer support, one must understand the underlying motivations of customer behavior. The Intuitive Customer, hosted by Colin Shaw—recognized as a global influencer on customers—and Emory University Professor Ryan Hamilton, provides a fascinating deep dive into the behavioral economics of customer service.
The hosts explore complex topics such as customer emotions, hidden motivations, and the “Jobs to Be Done” framework. By blending academic research with practical business applications, they offer a fresh perspective on how to navigate customer crises and improve the overall customer journey. Their engaging and often humorous approach makes complex psychological concepts accessible and memorable, providing listeners with the tools to drive growth through a deeper understanding of their customers.
4. Conversations with Zendesk
Host: Nicole Sanders
Best For: Comprehensive knowledge on customer service trends and technologies.
As a leader in customer service software solutions, Zendesk brings a wealth of industry knowledge to its podcast, Conversations with Zendesk. Hosted by Nicole Sanders, Director of Community at Zendesk, the show serves as a comprehensive guide for businesses aiming to elevate their customer interactions.
The podcast covers a wide array of topics, including messaging channels, self-service options, AI integration, and no-code solutions. Through interviews with industry experts and case studies, listeners gain insights into best practices and the latest technological advancements. It is an excellent resource for support teams looking to balance empathy with efficiency and stay updated on the tools shaping the future of customer service.
5. The Ticket – Inside Intercom
Host: Liam Geraghty
Best For: Insights into the intersection of product design, AI, and customer support.
Inside Intercom (also known as The Ticket) offers a unique blend of conversations featuring customer service leaders, renowned CX thinkers, and Intercom’s own team members. Hosted by award-winning audio producer Liam Geraghty, the podcast explores how product design and customer support are intrinsically linked.
A standout feature of the podcast is its Off Script series, which provides candid discussions with Intercom leadership about their rapid adoption of AI and how it is reshaping their approach to customer service. For professionals interested in how automation and AI can be seamlessly integrated into support workflows without losing the human touch, Inside Intercom delivers compelling narratives and practical advice.
6. Customer Service Revolution
Host: John DiJulius
Best For: Disruptive ideas and strategies for changing organizational service culture.
If you are looking to turn traditional customer service norms on their head, the Customer Service Revolution podcast is the place to start. Hosted by customer service authority and best-selling author John DiJulius, the show focuses on how companies can revolutionize their industries through exceptional service.
DiJulius interviews leaders and innovators who share their successes and strategies for improving customer service through strong leadership, engaged employees, and fresh ideas. The podcast challenges listeners to rethink how their organizations approach service, aiming to guide businesses toward unprecedented levels of customer satisfaction and loyalty.
7. The CX Cast
Hosts: Forrester Analysts
Best For: Research-backed insights and data-driven customer experience strategies.
For those who prefer their strategies backed by rigorous research and data, The CX Cast by Forrester is an essential listen. Each week, Forrester analysts discuss key findings from their latest research, analyze relevant news topics, and chat with CX professionals about the realities of implementing customer experience initiatives.
The podcast covers a broad spectrum of topics, from utilizing technology and AI to making customer journeys seamless. It is particularly valuable for executives and CX leaders who need to make informed, data-driven decisions and want to stay abreast of the macroeconomic trends impacting customer behavior and expectations.
8. Support Insights Podcast
Host: SentiSum Team
Best For: Learning the “earned secrets” of customer experience leaders.
The Support Insights Podcast, produced by SentiSum, focuses on sharing the “earned secrets” of customer experience leaders—unique solutions to hard problems learned by overcoming significant challenges.
The show features interviews with customer service leaders and CX strategists who provide actionable tactics and advice to guide the future of the industry. By focusing on how-to strategies and real-world problem-solving, the podcast offers a practical approach to leveraging data, analytics, and innovative thinking to improve customer support operations.
9. Doing CX Right
Host: Stacy Sherman
Best For: Practical implementation of customer experience strategies in everyday business.
Hosted by Stacy Sherman, a customer experience and service keynote speaker, the Doing CX Right podcast centers around practical ways to implement effective CX strategies. Sherman shares proven methods to gain loyal customers who not only return but also advocate for the brand.
The podcast is a valuable resource for businesses striving to increase revenue, reduce costs, and achieve sustainable competitive differentiation. Sherman’s focus on actionable tips and methodologies makes it a must-listen for professionals seeking to translate high-level CX concepts into everyday operational success.
10. Crack the Customer Code
Hosts: Adam Toporek and Jeannie Walters
Best For: Business professionals and small business owners seeking touchpoint tips.
Crack the Customer Code provides a peek behind the curtain of what customer experience professionals really know about customers. Hosted by Adam Toporek and Jeannie Walters, the podcast is dedicated to helping business professionals, small business owners, and customer-facing teams create top-notch customer experiences.
With 500 episodes, the hosts and their expert guests explore both timely and timeless topics, offering insights into customer psychology, first contact resolution, and optimizing customer touchpoints. It is a comprehensive resource for anyone looking to refine their approach to customer interactions. The hosts published their final, number 500, episode in November 2022. You might think it’s outdated but as soon as you start listening, you get the clear understanding that many things they discussed over the 8 years are still relevant today.
Tuning In to the Future of Customer Support
The landscape of customer support is undergoing a profound transformation, driven by technological advancements and shifting customer expectations. To navigate this evolution successfully, leaders must continuously educate themselves and adapt their strategies.
Podcasts like Support Experience offer a blueprint for leveraging AI to amplify the Voice of the Customer, while shows like The Intuitive Customer and Amazing Business Radio provide the psychological insights and practical tactics needed to build lasting relationships. By tuning into these top podcasts, you can equip yourself and your team with the knowledge and inspiration required to turn your customer support operations into a powerful engine for growth and loyalty.
