10 Best Customer Service Podcasts in 2024
Table of contents
Working in customer service and customer experience can be stressful.
Beyond handling customers daily, you need to keep your team engaged, optimize internal processes, and collaborate with other stakeholders to drive organization-wide changes, amongst a hundred other things.
Not only that, but the ever-evolving nature of the CX industry demands you to always stay updated with latest technology and trends.
But, how do you get up to speed with the changes and pivot successfully?
That’s where customer service podcasts can help.
With podcasts, you can learn while working on other things. No dedicated effort is involved.
Less effort, more learning. Provided you choose the right podcasts.
And to help you, I’ve found the top 10 customer service podcasts for 2024.
This is a highly curated list of shows where award-winning customer experience experts share actionable strategies and success stories.
Let’s dive in!
Table of Contents
- Top 10 Customer Service Podcasts To Deliver Better Customer Experiences
- 1. Glassix Spotlight by Ran Yosef
- 2. Amazing Business Radio by Shep Hyken
- 3. The Modern Customer Podcast
- 4. CX Chronicles by Adrian Brady Cesana
- 5. The Intuitive Customer by Colin Shaw
- 6. Customer Service Academy by Tony Johnson
- 7. Women in Customer Success Podcast
- 8. Decoded by Threado
- 9. Conversations with Zendesk Customer Service Podcast by Zendesk
- 10. Inside Intercom Customer Service Podcast by Intercom
- Which Customer Service Podcast Will You Check Out First?
Top 10 Customer Service Podcasts To Deliver Better Customer Experiences
Here are ten podcasts for you to check out – if you want to improve customer experience, upskill yourself in customer support, or discover strategies that help build loyalty and reduce churn.
1. Glassix Spotlight by Ran Yosef
Ran Yosef is the VP of marketing at Glassix and the host of the Glassix Spotlight podcast. His insights on CX have also been featured in Forbes, CMO Council, and Hackernoon.
In this customer service podcast, Ran Yosef speaks with prominent figures – such as Simon Kriss, Neal Topf, Dan Gingiss, and Nate Brown – whose expertise lies in customer experience (CX),automation, and artificial intelligence (AI).
The podcast caters to a wide range of audiences — from seasoned CX professionals to those just starting out. Some topics covered on the podcast include integrating AI technologies in contact centers, mastering CX through voice and leadership, and the impact of AI on customer experience.
Why this Podcast?
The podcast focuses on democratizing access to AI for small businesses and startups. It focuses primarily on helping entrepreneurs craft compelling customer experiences using AI.
Favorite Episodes (Editor’s Pick):
- Scaling Success: Emilia D’Anzica on Fueling Revenue Growth Through CX Excellence –In this episode, Emilia D’Anzica, founder of Growth Molecules, discusses the pivotal role of customer experience (CX) in driving revenue and shares her journey with Growth Molecules.
- Crafting Tomorrow: Simon Kriss’ Blueprint for AI-Driven Customer Experiences – In this episode, Simon Kriss, Australia’s foremost thought leader in the realm of CX and AI, shares his insights on the future of customer interaction strategies and the role of AI in shaping the customer experience.
Available On:
Apple Podcasts, Spotify, and YouTube.
Recommended Read: Experts Share Best Practices on Using Support Feedback to Improve Products
2. Amazing Business Radio by Shep Hyken
If you want insights from one of the brightest minds in customer experience, then Amazing Business Podcast is for you. Hosted by Shep Hyken, The Amazing Business Radio is a popular business podcast focused on customer service and customer experience.
Shep Hyken is a renowned customer experience expert and an NY Times bestselling author, known for offering practical and actionable tips.
Why this Podcast?
The podcast covers the importance of investing in customer experience and employee engagement. The episodes are relatively brief (approximately 25 minutes) and insightful, making them easily fit into busy schedules.
Favorite Episodes (Editor’s Pick)
- Transforming Customer Feedback into Action” with Sara Caldwell – This episode focuses on effectively using customer feedback from call centre recordings and other sources to improve products and services.
- Committing to Customer Centricity” with Michael Hinshaw – This episode discusses the importance of creating a customer-centric culture in your business.
Available On:
Apple Podcasts, Spreaker, and Podcast Addict.
3. The Modern Customer Podcast
The Modern Customer Podcast, hosted by Blake Morgan, is a weekly show that explores how businesses can make customers’ lives easier and better. The podcast features experts who provide simple, tangible advice that can be applied and tracked at your organization.
The podcast covers customer research and feedback, artificial contact centers, customer experience level agreements, and more.
Why this podcast?
The show provides surprising and counter-intuitive insights into customer experience, social customer service, and content. Additionally, the podcast dives into related leadership topics.
Favorite Episodes (Editor’s Pick):
- Why Customer Satisfaction is Declining (and How to Fix It) – This episode features Forrest Morgeson, ACSI’s Director of Research, discussing the trend of declining customer satisfaction and its reasons.
- How ThredUp Leverages AI to Enhance Customer Experience in the Secondhand Market – This episode explores how resale platforms can create a seamless customer experience, focusing on the secondhand market and the role of artificial intelligence.
Available On:
YouTube, Spotify, and Apple Podcasts.
Recommended Read: 12 Ways Businesses Can Use AI in Customer Service
4. CX Chronicles by Adrian Brady Cesana
One of the top-rated podcasts, CX Chronicles is a weekly show that covers various aspects of customer experience, customer service, customer success, and inside sales. In this podcast, host Adrian Brady Cesana interviews customer-focused business leaders worldwide to understand proven strategies that can impact CX.
Some of the themes that the podcast covers include – Leveraging AI to transform customer support and success teams, Improving tech-stack adoption in support, Benefits of connecting the dots between customer support and success, and the importance of prioritizing a customer-first culture
Why this podcast?
With over 200 episodes since its inception in 2018, the CX Chronicles podcast features engaging interviews with prominent figures like Mario Matulich and Simon Kriss. The main focus of the podcast is to get leaders to share their perception of The Four CX Pillars: Teams, Tools, Process, and Feedback.
Favorite Episodes (Editor’s Pick):
- CX Chronicles Podcast with Ryan Stuart, CEO at Kapiche – This episode discusses the emergence of Voice of Customer (VOC) and its role in the CX/CS landscape.
- CX Chronicles Podcast with Michael Yinger, COO & Co-Founder at Resume Sieve – This episode provides insights into how companies can improve their candidate recruiting and employee experiences.
Available on:
Google Podcasts, Apple Podcasts, and Spotify
5. The Intuitive Customer by Colin Shaw
The Intuitive Customer podcast, hosted by Colin Shaw and Professor Ryan Hamilton, focuses on improving customer experience to drive growth. In this podcast, the dynamic between the two hosts allows for a unique perspective on the topic, with each host bringing their own take to the discussion.
The show covers a wide range of topics related to customer experience, including customer emotions, hidden motivations, the “Jobs to Be Done” framework, customer crises, and the Abilene Paradox.
Why this podcast?
What makes this podcast cool is that Colin Shaw and Professor Ryan Hamilton use humour to engage and educate their audience. Making heavy topics easier to understand.
Favorite Episodes (Editor’s Pick):
- Episode 2: “Revealed!” – This episode delves into the concept of revealing customer emotions and their impact on experiences and actions.
- Episode 10: “Do You Really Understand Your Customer’s Hidden Motivations?” – This episode emphasizes the importance of understanding hidden customer motivations and how the “Jobs to Be Done” framework can help.
Available on:
Apple Podcasts, Spotify, and Listen Notes.
Recommended Read: Why does customer support need a seat at the table?
6. Customer Service Academy by Tony Johnson
The Customer Service Academy is a podcast hosted by CX expert and award-winning speaker Tony Johnson. In this podcast, Tony focuses on cross-functional collaboration and building a culture of customer experience excellence.
The show covers topics such as using technology to enhance customer experiences, using customer experience as a market differentiator, discussing leadership and its impact on customer and employee experiences, and making processes easy for customers.
Why this podcast?
Tony Johnson is known for his common-sense approach to customer engagement. He regularly coaches organizations to excel in customer service and unlock their potential for excellence.
Favorite Episodes (Editor’s Pick):
- Smarter Chatbots + AI to Delight Customers With Peter Voss – This episode explores the use of artificial intelligence and chatbots to enhance customer experiences.
- Understanding Customers With Dave Norton – This episode features an interview with Dave Norton of Stone Mantel, who shares insights on understanding customers and building strong relationships.
Available On:
Apple Podcasts, Spotify, and Listen Notes.
7. Women in Customer Success Podcast
The Women in Customer Success Podcast, hosted by Marija Skobe-Pilley, focuses on stories of women who have made a career in the niche field of customer success. This podcast serves as a platform where remarkable women in customer success connect, inspire, and champion each other.
The show features interviews with female CX practitioners, consultants, and thought leaders. In this podcast, you will find discussionsdiscaround topics such as team collaboration, understanding desired customer behaviour, and leveraging technology to personalize experiences.
Why this podcast?
The podcast is part of the Women in CX community, the world’s first membership-based organization dedicated to supporting and empowering women in customer experience and technology.
Favorite Episodes (Editor’s Pick)
- Breaking into Customer Success with Shannon Nishi – This episode discusses how to stand out when applying for a job in customer success.
- Dispelling Career Myths – Margriet Paagman – In this episode, Margriet Paagman shares her insights on dispelling career myths. She also discusses common misconceptions about women in workplaces and provides strategies to overcome them.
Available on:
Apple Podcasts, Spotify, and Listen Notes.
8. Decoded by Threado
Decoded by Threado is a podcast that sheds light on community, support, and leadership.
Hosted by Sharath Kuruganty, the Head of Community at ThreadoHQ, the podcast features insightful conversations with founders, support professionals, and community leaders.
In this show, Marija explores topics such as customer and community support, AI in support services, team-building strategies, and unconventional methods for community building.
Why this podcast?
Decoded by Threado is building an exclusive community for founders, supporters, and community leaders. It’s a forum for professionals to discuss strategies, collaborate, and share knowledge on what works and what doesn’t.
Favorite Episodes (Editor’s Pick)
- Brittany Ferguson: Leading and scaling support teams in the age of AI – Brittany shares insights on leading and scaling support teams in the era of artificial intelligence.
- Dave Chapman: How to build a proactive customer support team – Dave provides valuable advice on building a proactive and efficient customer support team.
Available on:
Apple Podcasts, Spotify, and YouTube.
9. Conversations with Zendesk Customer Service Podcast by Zendesk
Zendesk, a popular customer service software company, has a podcast called Conversations with Zendesk. Nicole Sanders, the Director of Community at Zendesk, is the host of the podcast.
The podcast is part of Zendesk’s broader efforts to support the customer experience community, including the Zendesk Community, User Groups, and LinkedIn
The Conversations with Zendesk podcast covers diverse topics like messaging channels, self-service, integrations, conversational customer relationship management (CRM),artificial intelligence (AI),and no-code solutions.
Why this podcast?
It features interviews with industry experts like Donna Haddigan from Talkspace and Brad Harris from Bitly, discussing empathy in customer support, AI integration, and out-of-the-box customer service approaches.
Favorite Episodes (Editor’s Pick)
- Humanizing support at scale with Talkspace’s with Donna Haddigan – In this episode, Donna Haddigan talks about integrating empathy and technology in customer support at Talkspace.
- Dispelling Career Myths” with Margriet Paagman – Margriet talks about common career myths and how to overcome them in the customer success industry
Available on:
Apple Podcast, Spotify, YouTube, and RSS Feed.
10. Inside Intercom Customer Service Podcast by Intercom
Intercom, a leading customer service platform, has its own podcast called Inside Intercom.
The host of the show is Liam Geraghty. He is an award-winning audio producer of podcasts and radio.
In this show, he interviews CX experts, thought leaders, and Intercom’s team members to discuss topics such as AI, automation, support, and product design.
Why this podcast?
What’s exciting about the Inside Intercom podcast is their new series called ‘Off Script.’ It is a collection of candid conversations with Intercom leadership. In this series, the leadership talks about how Intercom was able to catch the AI wave faster than most companies. Additionally, it involves discussions around the extraordinary AI-driven transformation that they’re currently undergoing.
Favorite Episodes (Editor’s Pick)
- Episode with CX author Stacy Sherman – Discusses turning customer service aspirations into reality using the ‘Doing CX Right’ Framework.
- Intercom Off Script: Episode 1: Reflections on the arrival of AI – In the first episode of Off Script, Des Traynor (Intercom’s Chief Strategy Officer) talks a lot about how AI impacts customer service technology.
Available on:
Apple Podcasts, Spotify, and YouTube.
Which Customer Service Podcast Will You Check Out First?
Customer service podcasts present a great opportunity to expand your knowledge about the industry – latest developments, trends, strategies, you name it.
The best part is that they help you do this without having to spend dedicated time and effort. Like I mentioned before, you can listen to any of the above podcasts on a morning run or during a workout.
And the returns are exponentially higher.
You get to listen to experts who’ve got decades of experience behind them take you through real-life examples of what works, and what doesn’t.
That kind of information is very hard to find otherwise, for free.
Hope you were able to pick one episode from one of the above podcasts to get started with.
