Best Rob Dwyer Podcasts (2025)

1
Something’s Amiss featuring Kevin Steele 52:00

2d ago52:00

52:00

Bruce Campbell’s return as Ash in the 1992 cult classic, Army of Darkness, illustrated how the specific words we use are critical to success. After his accidental transportation to 1300 A.D., Ash must retrieve the Necronomicon, the Book of the Dead, before he can return home. But to close the portal opened by the book, he must first recite the 3-wo…

1
Turn Metrics Into Momentum: Mario Guisado’s Dashboards That Drive Results 40:13

5d ago40:13

40:13

Have you ever felt like your support dashboard is just a bunch of numbers no one really connects with? In this episode, Jen sits down with Mario Guisado to talk about building dashboards that actually tell a story. Mario walks through his six-step process for making data useful: how to choose the right metrics for the right audience, resonate with …

1
We Started Out Friends featuring Reagan Helms 40:47

9d ago40:47

40:47

20 years ago, American Idol winner, Kelly Clarkson, blanketed the airwaves with Since U Been Gone. The song explores the aftermath of a now-ended relationship. While break-up songs often express longing, regret, and sadness, Since U Been Gone is a realization of how much better things are now. It also expresses the feeling of finally recognizing re…

1
Bye Bye Bye featuring Erika Taylor-Beck 51:47

16d ago51:47

51:47

NSYNC’s 2000 hit, Bye Bye Bye, has been streamed over a billion times on Spotify. The late 90’s and early 2000’s saw a resurgence of the “Boy Band” – a term applied to vocal groups consisting of young men whose performances were marketed primarily to girls and young women. Boy Bands were often “created” rather than forming organically. The 60’s ban…

1
From Lead to Head of Support: A Blueprint for Your First Three Projects 45:19

19d ago45:19

45:19

What actually changes when you become head of support? In this episode, Jen sits down with Idit Matas—a global support leader with experience at Datadog and Firebolt—to unpack the first 90 days of head-of life. From auditing global coverage and designing on-call rotations, to redefining escalation paths and collaborating cross-functionally, Idit of…

1
Next in Queue Quarter in Review (2025 Q1) 21:13

23d ago21:13

21:13

Let’s hit rewind this week and take a quick listen to some moments from some of my favorite episodes from thefirst quarter of the year. This episode features great moments from John Walter, Ian Storm, Chris Gillen, Neal Woodson, Afshan Kinder, Mike Kendall, and Beth Karawan. Chapters John Walter – 1:01 Ian Storm – 7:33 Neal Woodson – 10:14 Afshan K…

1
May the 4th be in Queue featuring Brian Dunphy 48:15

30d ago48:15

48:15

A long time ago, in a podcast season far, far away, it is a dark time for the inhabitants on planet earth. A novel virus has caused a global pandemic. A year in, many are adjusting to a “new normal” that includes working from home when possible. The social isolation has resulted in an explosion of media including niche podcasts. Relentlessly pursue…

1
Do We Have Fans? featuring Priscilla Brooke 55:05

1M ago55:05

55:05

It’s highly unlikely that you’ll start a podcast and quickly gain the kinds of fans depicted in this scene from Only Murders in the Building. Selena Gomez, Martin Short, and Steve Martin’s characters not only share an interest in true crime podcasts, but they also start their own podcast while investigating a murder in their apartment building on M…

1
Trust Builds Teams: Alex Armstead’s Support Ops Strategies for Healthy Teams 43:25

1M ago43:25

43:25

What does it actually take to build a psychologically safe, people-centered support org? Alex Armstead will share with us 5 solid strategies you can start implementing now. With nearly a decade at Clever (a unicorn in the tech world 🦄) and roots in both teaching and support, Alex shares exactly how they’ve built internal systems that support retent…

1
Take This Job and Shove It featuring Sarah Betts 48:48

1M ago48:48

48:48

It’s only fitting that this 1977 #1 Country Hit is sung by Johnny Paycheck. The David Allen Coe written song inspired a 1981 film of the same name. The narrator of the song has realized that he should leave his job, but he hasn’t quite worked up the nerve to quit. Many people have found themselves in similar situations, clinging onto their job secu…

1
The $5 Million Safety Net: How to Build Premier Support That Pays For Itself 40:01

2M ago40:01

40:01

What do you do when your highest-revenue customers need (and expect) more than your basic support offering? If you're Miles Goldstein, you create a Premier Support program that delivers real relationships and real retention. With 20+ years leading global support orgs at B2B SaaS companies, Miles joins our us to unpack how to design and launch a Pre…

1
Started from the Bottom featuring Alisha (Ali) Joseph 51:51

2M ago51:51

51:51

Love him or hate him, Drake’s 2013 hit, Started from the Bottom, is unforgettable. It resonates, not only because of its musical simplicity, but also because it celebrates the rise from scrappy beginnings to success. It’s the epitome of “The American Dream.” Most of us will not realize the kind of success that Drake has, but that doesn’t mean we ca…

1
Blue Magic featuring JD Fairweather 53:24

2M ago53:24

53:24

Ridley Scott’s 2007 film, American Gangster, told the story of Harlem drug lord, Frank Lucas. Frank, played by Denzel Washington, confronts Nicky Barnes about the quality of the product he’s distributing in this scene. Nicky isn’t exactly receptive to this feedback. His focus is on short-term profits while Frank takes a longer-term view of the busi…

1
Courage to Teach: How Help Scout Turns Classes into Revenue 39:35

2M ago39:35

39:35

What do you do when 1:1 product demos become unsustainable? If you're Alison Groves, you scale—strategically, efficiently, and with a whole lot of heart. Alison, Customer Education Lead at Help Scout, joins Jen to break down how she turned live classes into a high-converting, one-to-many program. With a background in support and onboarding at place…

1
Donuts are Deceptively Hard featuring Beth Karawan 49:55

2M ago49:55

49:55

During the first season of The Bear, Sydney talks to Marcus about his vision for making donuts for the restaurant, The Original Beef. Sydney, too, has visions for how to improve the restaurant, among them having online takeout orders to increase revenue. Both find themselves distracted from the nuts and bolts of running a restaurant by their desire…

1
The Truth is Out There featuring Chris Carter 51:54

2M ago51:54

51:54

There are cult classics and then there are cult classics that simply become classics. First airing In 1993, Chris Carter’s The X-Files falls into the latter category. With a mix of sci-fi and paranormal phenomena, The X-Files pioneered the true-believer vs. skeptic formula while exploring the unknown. Although evidence of aliens may still be elusiv…

1
Tone Matters: The Document That Keeps Buzzsprout’s Support Team Unified 45:55

3M ago45:55

45:55

How do you keep a support team sounding human, helpful, and on-brand as it grows? When scaling, tone drift can turn great support into inconsistent and robotic interactions. Priscilla Brooke, Head of Podcaster Success at Buzzsprout, joins us to share how her team created a Tone Document that ensures every interaction stays clear, friendly, and alig…

1
There’s a Story in Your Voice featuring Mike Kendall 52:49

3M ago52:49

52:49

Not every song is a hit. This Elvis cut titled, “There’s a Story in Your Voice,” was not. No, not that Elvis. Elvis Costello is a member of the Rock and Roll Hall of Fame despite modest commercial success. His range, both in performing and writing, spans rock, jazz, R&B, country, Tin Pan Alley, and even classical music. This duet with Lucinda Willi…

1
That’s Not My Name featuring Afshan Kinder 44:05

3M ago44:05

44:05

Despite barely touching the top 40 charts in the US, I’m willing to bet you’ve heard this debut single of the British duo, the Ting Tings. Over the past decade and a half, it’s been used in TV episodes, fashion shows, movies, viral TikTok videos, and commercials. It evokes the feeling of invisibility when your name is forgotten or mispronounced. Wh…

1
Agile CX: Steph Uses Dev Sprints to Focus Team Energy 40:11

3M ago40:11

40:11

Steph Hardy, Customer Solutions Engineer at Guru, wanted to become even more efficient with her colleagues—so she borrowed a playbook from engineering and brought Agile sprints to CX. In this episode, Steph shares how she adapted the sprint framework to fit her team’s workflow, helping them stay focused, reduce redundant work, and increase feature …

1
On the Rooftops of London featuring Vance Morris 55:33

3M ago55:33

55:33

Being memorable as a business doesn’t mean you need an Oscar-winning song associated with you. But it certainly doesn’t hurt. It’s hard not to think of Dick Van Dyke as a chimney sweep when you hear him singing along with Julie Andrews in the 1964 musical, Mary Poppins. Van Dyke sets an awfully high bar for a memorable home services experience but …

1
The Beginning of a Beautiful Friendship featuring Neal Woodson 1:00:04

3M ago1:00:04

1:00:04

The 1942 film, Casablanca, is one of the most loved films in history. Humphrey Bogart’s character, Rick is a cynical American expat and club owner, while Claude Rains is the corrupt Captain Louis Renault. Cooperation is not what either had in mind in this scene, but when the police arrive after Rick shoots Major Strasser dead, Louis decides to be o…

1
From Zero to Scalable: Brittany Ferguson Builds Support Teams 34:23

3M ago34:23

34:23

Starting as the first (or only) support hire at a growing company? Brittany Ferguson has been there—many times. Instead of feeling overwhelmed, she’s built a process that helps support teams thrive, even when it’s just one person. 🎥 Watch on YouTube 📑 Download the step-by-step guide This podcast is brought to you by Supportman.io, providing instant…

1
I Want Security featuring Jordan Hooker 50:52

4M ago50:52

50:52

While Detroit claimed “Hitsville, USA” at Motown Records, Memphis claimed “Soulsville, USA” at Stax Records. Stax was a scrappy startup that set up shop in an old movie theater and blended emerging R&B styles into the “Memphis Sound” of soul music. And the story of Stax Records can’t be told without Otis Redding. “Security” was the last of four suc…

1
He’s Doing It Again featuring Kelly Thibodeau 40:34

4M ago40:34

40:34

Have you ever misheard something in a song or maybe a movie only to later learn what was actually being said? While Pooh and Eeyore aren’t typically hard of hearing, they certainly mistook Owl’s intent in this scene from the 2011 animated film, Winnie the Pooh. Today, you can watch this film with captions and in doing so, it’s very obvious that Owl…

1
Unlocking Efficiency: Rob Dwyer’s Approach to Automating Support Operations 39:01

4M ago39:01

39:01

Support teams juggle way too many manual tasks—from sending training invites to formatting reports and tracking progress. But what if you could automate it all with the tools you already have? In this episode, Rob Dwyer from Happitu shares how he used VBA inside Microsoft tools to eliminate repetitive work, saving hours every week on training, onbo…

1
It Works for Chanel featuring Chris Gillen 1:02:43

4M ago1:02:43

1:02:43

Mad Men was a study in identities – of characters and of brands. Don Draper, played by John Hamm, is a master of fabrications and storytelling. He understands what motivates Americans of the time even if he doesn’t understand himself. The show explores the brand strategy behind some of the most iconic brands and in this scene, he even discusses a s…

1
Stronger featuring Ian Storm 1:07:06

4M ago1:07:06

1:07:06

Kanye West’s 2007 hit, Stronger, paraphrased Friedrich Nietzsche’s maxim, “What does not kill me makes me stronger.” The idea is that the trials, tribulations, and challenges we face in life help us grow. It’s a rallying cry used by many in the face of difficult circumstances. A closer reading within context, however, opens the door to different in…

1
When Customers Get Personal: Conor's Escalation Processes for Expensify 32:22

4M ago32:22

32:22

I'm delighted to share episode 3 with Conor Pendergrast of CustomerSuccess.cx! In this episode, Conor shares how as the Senior Leader of Customer Success at Expensify, he handled the customer backlash after some contentious executive decisions. We talk about: The Turning Point: How Conor identified the need for an escalation process and brought sen…

1
Defend the Frontier featuring John Walter 58:43

4M ago58:43

58:43

When Centauri whisks away Alex Rogan to defend the frontier against Xur and the Ko-Dan Armada in 1984’s The Last Starfighter, he leaves behind his assistant, Beta, to act as a doppelgänger proxy for Alex while he’s away. Beta is a simuloid designed to take the form of a person and act as a stand in for that person. Proxies like Beta are the stuff o…

1
Return to Sender featuring Nathan Muniz 58:05

5M ago58:05

58:05

In 1962, The King of Rock ‘n’ Roll, Elvis Presley topped multiple charts with Return to Sender, a song about a heartbroken man whose mail to the object of his love is always returned unopened. Over 60 years later, the concept of a handwritten apology sent via mail probably seems foreign when we have access to Snapchat, Whatsapp, and Messenger, amon…

1
Effortless Product Launches: Ashley’s Strategy for Support Team Readiness 26:54

5M ago26:54

26:54

Effortless product launches are possible! In this episode of Live Chat with Jen Weaver, we sit down with Ashley Gutierrez-Seiler from YNAB to uncover her proven strategy for preparing support teams for fast-paced feature releases. As a Product Support Liaison, Ashley bridges the gap between customers and product teams, ensuring smooth communication…

1
Best of 2024 1:15:49

5M ago1:15:49

1:15:49

Let’s hit rewind this week and take a quick listen to some moments from some of my favorite episodes from the past year.It’s awfully hard to pick favorites from over 50 guests I hosted in 2024. Each episode was wonderful in its own way. This episode features great moments from Kent Morita, Stacy Sherman, Sarah Hatter, Luke Jamieson, Sarah Caminiti,…

1
Winter is Coming featuring Jeremy Hyde 48:05

5M ago48:05

48:05

In 2011, Game of Thrones took the world by storm. Ned Stark, played by Sean Bean, is the head of House Stark, the ruling family of the North. In this scene, we first hear the phrase, “Winter is coming,” the motto of House of Stark. The phrase was used so often that it’s taken on a life of its own, even spawning many popular memes. Simply put, it’s …

1
Uh oh, it’s Magic featuring Anders Boulanger 38:59

5M ago38:59

38:59

The 1984 video for Magic by the Cars featured a wild cast of characters who rush to surround a backyard pool. Why? Lead singer Ric Ocasek walks on water while singing about how the feeling of being close with someone can be like magic. The entire crowd is fixated on Ocasek throughout the video, even after he leaves the water and walks around the po…

1
AI as Your Second Brain: Meg Palazzolo Builds a User Journey Map 17:39

6M ago17:39

17:39

Connect With Us: Subscribe to get episodes over email! Meet Meg Palazzolo, a customer success leader with 15 years of experience building and scaling customer-facing teams. Currently at a stealth-mode startup, Meg is using AI to manage multiple hats and streamline workflows in early-stage operations. AI as a Second Brain: Meg shares how she leverag…

1
Dancing with Myself featuring Jevon Wooden 56:19

6M ago56:19

56:19

In 1981, Billy Idol left his previous band, Generation X, and went solo. His first single was Dancing with Myself, a remix of a UK flop single he’d recorded with Generation X. But by changing the mix to accentuate the vocals and percussion, the new version was perfect for the newly launched MTV. He became one of the first rockstars popularized on t…

1
We Can’t Keep Up with Our Own Success featuring Corey Harlock 57:19

6M ago57:19

57:19

Perhaps the most challenging part of being a founder of a company is dealing with growth. Anne Hathaway’s character, Jules, in the 2015 film, The Intern, grapples with the consequences of her company’s growth and the struggle to let go of certain aspects of the business. Finding the right fit for any job is a challenge – one we’ve recently explored…

1
Turducken featuring Andrew Rios 39:35

6M ago39:35

39:35

Perhaps no person loved Thanksgiving more than John Madden. After serving 10 seasons as the head coach of the NFL’s Oakland Raiders, Madden began the part of his career that led him to be the most recognizable name in football. As the color commentator for NFL broadcasts for the next 30 years, Madden’s love of Thanksgiving popularized the “Turducke…

1
Beautiful You’re Hired featuring Tim Glowa 46:21

6M ago46:21

46:21

Very few interviews will ever resemble the one Winston Zeddmore went through in the 1984 classic, Ghostbusters. Hired on the spot as the 4th Ghostbuster, Zeddmore, played by Ernie Hudson, was desperate and so were the Ghostbusters. Annie Potts, playing Janine Melnitz, performed perhaps the strangest and shortest first interview ever. Within a minut…

1
Barbacoa de Cabeza featuring Justin Robbins 1:06:17

7M ago1:06:17

1:06:17

Rock Hudson gives Elizabeth Taylor a foodie lesson in 1956’s Giant about the origin of barbeque. Barbacoa de Cabeza isn’t a dish that most would immediately think of as “barbeque” today, but the cooking technique is certainly replicated for many kinds of common barbeque. Spanish explorers learned that technique on the island of Hispaniola and broug…

1
Creating Space for Growth: Why Purpose Matters with Suneet Bhatt 1:00:18

7M ago1:00:18

1:00:18

Text me with feedback or questions! The best story you ever told wasn't memorized, it was just known and felt very deeply... Discover the transformative journey of personal growth and purpose as we welcome Suneet Bhatt, the founder of My Authentic Journey, to the final episode of the podcast. Unearth the four significant eras of life, as inspired b…

1
Would You Like to Play a Game featuring Joshua Wathen 37:39

7M ago37:39

37:39

For many, the 1983 film, WarGames, was an introduction into the world of hacking. Mathew Broderick hacks into a military central computer to play a game not realizing the explosive consequences. The Cold War era fear of launching a nuclear arsenal to begin World War III was purposeful hyperbole at the time. But the supercomputer named WOPR that tal…

1
Business as Art: Redefining Leadership and Cultivating Authenticity with Craig Crisler 51:58

7M ago51:58

51:58

Text me with feedback or questions! What if business could be more like art? Join me for a special birthday episode of Epochal Growth, where Craig Crisler, CEO and co-founder of SupportNinja, shares his unique journey from serial entrepreneurship to leading with humility and authenticity. Craig's personal story of recovery deeply influences his app…

1
Run Forest Run featuring Conor Pendergrast 55:35

7M ago55:35

55:35

When Jenny tells Forest Gump to run, well, that’s what he does. But he didn’t just run. He became an All-American kick returner for Bear Bryant’s University of Alabama football team. Later in this 1994 film, Forest runs across the country at least 4 times, inspiring a following that runs with him over the course of over 3 years, 2 months, 14 days, …

1
What's Your Ripple? Leaving an Impact with Greg Collins 46:43

7M ago46:43

46:43

Text me with feedback or questions! Discover the transformative insights of Greg Collins, Vice President of Revenue at Boldr, as he shares his journey from SaaS to BPOs. Learn how stepping outside conventional roles can lead to joy and growth in both personal and professional realms. Greg's conversation encourages us to focus on the intersection of…

1
Automation featuring Chafik Abdellaoui 48:29

7M ago48:29

48:29

The 2019 film, Automation, is bad. It has a poorly written screenplay and awful acting. The worst part of the movie is probably the special effects. For a movie about automation, you’d think they would have used better tools. They could have used Autodesk’s Design and Make Platform to put out something more than a guy in a robot suit but instead, w…

1
Epochal Growth x The Supportive Crossover: Self-Service is the Future 25:12

7M ago25:12

25:12

Text me with feedback or questions! In this special crossover episode, Sarah Caminiti teams up with Mat Patterson, host of Help Scout's The Supportive, to dive into one of the hottest topics in customer service: the future of self-service and AI. As businesses evolve, so does the way we support customers, and self-service is quickly becoming the go…

1
The Sword of Azeroth featuring Tony Won 39:33

8M ago39:33

39:33

The Big Bang Theory touched on all kinds of nerd culture, including Role Playing Games, known as RPGs. RPGs can be tabletop games like Dungeons and Dragons or Massively Multiplayer Online games known as MMOs or specifically, MMORPGs. Many RPGs share some specific basics – you create a character that has a specific role, backstory, and specific attr…

1
The Future of Work: Leadership, AI, and Belonging with Luke Jamieson 50:17

8M ago50:17

50:17

Text me with feedback or questions! Imagine transforming your workplace into a hub of creativity and purpose, where AI serves as an empowering co-pilot rather than a replacement. In our latest episode, we invite you to discover how global expert Luke Jamieson transitioned from baking pastries to leading dynamic contact centers, all while championin…

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