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by Tavolo Ventures LLC
From support to success and beyond - we talk with the people and companies building the future of customer experience. Presented by Tavolo Consulting.
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- 6 days ago41 min
Agents, Anxiety, and Optimism: The Future of CX Careers with Nate Brown (Table Service 303)
What does the next chapter of CX careers look like as AI takes on more of the quick, simple work? Nate Brown, Founder and Executive Director of CX Accelerator, returns to Table Service (he first joined us in Season 1, Episode 13, on becoming a Servant Challenger) to talk about leadership, fear, and opportunity in the age of agentic AI.Nate and Jordan discuss:Why leaders need to “anchor and then accelerate” their teamsWhy customer service has never been more important, and why vanilla, cost-only AI self-service won’t differentiate anyoneMoving from ticket resolution to customer success and guiding customers to better outcomesBecoming “agent engineers,” and how to decide when AI should handle an interaction and when a human shouldBeing honest with frontline teams that their roles are changing, and helping them grow into knowledge curators, co-creators, and experience designersThe “cult of the coon”: what a raccoon mascot and a restaurant server’s crumb scraper teach us about serviceAbout the guest: Nate Brown helps CX leaders better understand and serve their customers. He has worked across the CX ecosystem as a practitioner, consultant, and analyst, and serves as Executive Director of CX Accelerator, a free global community supporting CX professionals at every stage of their careers.Links:CX Accelerator: https://cxaccelerator.comConnect with Nate on LinkedIn: https://www.linkedin.com/in/cxaccelerator/Season 1, Episode 13: Becoming a Servant Challenger: https://tableservice.riverside.com/e/becoming-a-servant-challenger-with-nate-brown-table-service-113Connect with Jordan on LinkedIn: https://www.linkedin.com/in/jordanhookerTable Service is presented by Tavolo Consulting and hosted by Jordan Hooker. Music by Epidemic Sound.
- 1 weeks ago36 min
Why CX Metrics Are Broken: Containment and CX Observability with Luke Jamieson (Table Service 302)
Luke Jamieson, CX Evangelist at Operata, returns to the table to talk about what happens when the metrics we chase stop measuring what customers actually experience.Luke shares a story about being “contained” by a support bot after a ride-share drop-off left him 1.5km from his destination with two suitcases, and explains why that counts as a 100% success in the world of containment. From there, Jordan and Luke dig into how the “SaaSpocalypse” and outcome-based pricing are pushing the industry toward easy-to-bill metrics, what contact centers should do before personal AI agents start calling in, and why context keeps getting lost between AI and human agents.They also cover what NASA’s Artemis telemetry can teach CX teams about observability, why contact center leaders need to get more technical, and Luke’s reflections on Japan’s service culture.Connect with Luke: LinkedIn | operata.comConnect with Jordan: LinkedInTable Service is presented by Tavolo Consulting, hosted by Jordan Hooker, with music by Epidemic Sound.
- 2 weeks ago26 min
Clear Is Kind: Feedback, Curiosity, and Leading People Well with Shmuel Saklad (Table Service 301)
Jordan Hooker talks with Shmuel Saklad, Senior Manager in B&H Photo's Enterprise Accounts Department, about what kindness looks like in leadership. Shmuel argues that kindness isn't softness or silence. It's clarity, honesty, and curiosity applied with empathy, and avoiding hard conversations ends up hurting both the leader and the person being led.What we coverWhy "clear is kind" matters more than letting things slide to be niceHow leaders mistake avoidance for kindness, and the excuses they use to justify itShmuel's feedback progression: confirm expectations were clear, diagnose whether the gap is knowledge, skill, or capability, coach with repetition, then get more direct if the issue continuesHow unclear expectations create conflict, and how unchecked accountability erodes morale, engagement, and trustThe fear of hypocrisy when giving feedback, and the challenge of moving from peer to managerWhy to act, not react, and wait until you can respond thoughtfullyHow to build a culture where your team feels safe giving feedback upwardKey moments01:58 Kindness is not avoidance03:27 Why "clear is kind"07:49 First question before any feedback: were expectations actually clear?08:47 Diagnosing knowledge, skill, or capability12:29 Why leaders avoid feedback15:24 The fear of being a hypocrite19:48 Advice for moving from peer to manager22:07 Why leaders shouldn't react in the moment25:34 Becoming a leader people feel safe giving feedback to27:50 Closing thought: be curious, not judgmentalQuotes"Clear is kind.""Act, don't react.""Be curious, not judgmental."Resources mentionedBrené Brown and Kim Scott (Radical Candor)ConnectShmuel Saklad: https://www.linkedin.com/in/shmuel-saklad/Jordan Hooker: https://www.linkedin.com/in/jordanhooker/Previous episode with ShmuelSeason 2, Episode 8: Building the Next Generation of Support Leaders with Shmuel Saklad
- Jul 1, 202637 min
The Real Work Comes After the Motto with Justin Robbins (Table Service 212)
Most companies get stuck in the promise — but Justin Robbins reveals how truly great organizations go beyond words to create meaningful, lasting impact. If you've ever wondered why your team’s culture feels disconnected from your mission, or why even the best tools sometimes fall short in delivering exceptional customer experiences, this episode uncovers the hidden system that powers real change.Justin Robbins, a customer experience expert and author of More Than a Motto, shares how organizations can bridge the gap between promises made and experiences delivered. He breaks down the slow erosion of trust that happens through small cultural drift, and the habits high performers use to spot it before it becomes a bigger problem. You’ll also learn why culture’s heartbeat is one of the biggest drivers of sustainable success.Want to connect with Justin? Find him on LinkedInWant to learn more about Metric Sherpa? Find them hereWant to learn about More Than a Motto? Find it hereWant to connect with Jordan? Find him on LinkedIn
- May 27, 202638 min
Building clarity, intentionality, and trust—layer by layer with Sarah Caminiti (Table Service 211)
Host Jordan Hooker is joined by Sarah Caminiti, Head of Business Transformation at Support Ninja and the host of the CX Roundtable podcast. They talk about building clarity, intentionality, and trust—layer by layer, so automation becomes an asset, not a patchwork of band-aids.Want to connect with Sarah? Find her on LinkedInWant to learn more about Support Ninja? Find them hereWant to hear the CX Roundtable Podcast? Find it hereWant to connect with Jordan? Find him on LinkedIn
- Feb 5, 202634 min
Building a performance system, not a theater program with Zack Hamilton (Table Service 210)
Host Jordan Hooker is joined by Zack Hamilton, author of the Experience Performance System™ and host of the Unf*cking Your CX Podcast - they dig in to what it means to build CX programs that drive outcomes, how CX leaders earn a seat at the table, and what teams get wrong about AI.Want to connect with Zack? Find him on LinkedIn: https://www.linkedin.com/in/zackhamilton/Want to learn more about the Experience Performance System? https://www.theexperienceperformancesystem.com/Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/
- Jan 21, 202635 min
Transforming support from cost center to strategic driver with Grant Stanis (Table Service 209)
Grant Stanis, CEO of TeamSupport, shares insights on the transformation of customer support from a cost center to a strategic driver of retention and growth. He emphasizes the importance of ruthless prioritization, building a community of support leaders, systematizing support applications, and strategic time management for support leaders. The conversation delves into the importance of data-driven decision-making in support, the differences between B2B and B2C support, and the role of support managers in understanding and meeting the needs of their organizations.TakeawaysRuthless prioritizationBuilding a community of support leadersSystematizing support applicationsStrategic time management for support leaders Data-driven decision-makingDifferentiating B2B and B2C supportWant to connect with Grant? Find him on LinkedIn: https://www.linkedin.com/in/grantstanis/Want to learn more about TeamSupport? https://www.teamsupport.com/Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/
- Jan 12, 202629 min
Building the next generation of support leaders with Shmuel Saklad (Table Service 208)
In this episode of the Table Service podcast, host Jordan Hooker speaks with Shmuel Saklad, Senior Manager, Customer Experience & B2B Contact Center Operations at B&H Photo Video. They dig into building a culture of excellence in support and how leaders can identify and build future leaders.Want to connect with Shmuel? Find him on LinkedIn: / shmuel-saklad Want to connect with Jordan? Find him on LinkedIn: / jordanhooker
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