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In the technical support and CX realm, we often hear buzzwords like “automation” and “AI-powered solutions” thrown about as if they’re magical solutions to all our challenges. Yet, as someone who’s spent years leading global support teams, I’ve learned that the real magic lies not in replacing human interaction, but in enhancing it. The Current…
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In the realm of Customer Success Engineering, our influence extends far beyond direct interactions with our teams. Like a shadow cast by the morning sun, our communication style, emotional responses, and leadership approach create lasting impressions that shape how our teams engage with customers. Understanding the Leadership Shadow The concept of a leadership shadow encompasses…
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There was a moment that completely changed how I think about hiring technical support engineers. During a particularly tense escalation call, I watched one of our newer team members handle a situation that could have ended badly. This person – who came from a customer success background rather than a traditional technical one – transformed…