CX Roundtable is where customer experience leaders, product innovators, and BPO executives meet to reframe how we think about support, retention, and growth. Hosted by retention strategist and industry leader Sarah Caminiti, this podcast brings together decision-makers from SaaS, AI, and service operations to answer the questions every CX team faces:
How do you transform customer support from a cost center into a growth engine?
What does AI actually mean for CX jobs and systems?
How can BPO partnerships create scalable, sustainable success?
Each episode features candid conversations with executives shaping the future of CX — from help desk product VPs to founders of global outsourcing firms — giving you practical strategies, fresh perspectives, and real-world case studies you won’t hear anywhere else.
Whether you’re a CX leader, CEO, COO, or customer-obsessed founder, this is your playbook for building loyal customers and resilient teams in a rapidly changing landscape.
Send a text Workforce Management has spent too long being treated as a tactical function — focused on schedules, service levels, and intraday firefighting. In this final episode of the WFM series, we elevate the conversation. Workforce Management 401: The Strategic Partner is the capstone episode that ties everything together — from forecasting fundamentals to operational maturity — and challenges WFM leaders to step fully into their role as strategic business partners. Joined by Arlyne Pardo...
20 Jan 2026
Workforce Management 301: Defining What "Good" Looks Like
Send a text In this episode of CX Roundtable, we continue our Workforce Management (WFM) series with a deep dive into what good WFM actually looks like in practice. After covering WFM fundamentals (WFM 101) and why workforce management matters (WFM 201), this episode focuses on the operational reality of workforce management—including KPIs, forecasting accuracy, intraday management, SOPs, tooling, and organizational trust. Host Sarah Caminiti is joined by workforce management experts Dan Smit...
13 Jan 2026
Workforce Management 201: The Link Between Cost, Burnout, and Experience
Send a text Workforce Management 201: The Link Between Cost, Burnout, and Experience Workforce management is often treated as a scheduling function. In reality, it’s a leadership decision with lasting consequences. In this episode of CX Roundtable, host Sarah Caminiti is joined by workforce management leaders Dan Smitley and Arlyne Pardo to unpack how staffing decisions quietly shape three things every organization cares about: cost, burnout, and customer experience. This conversation m...
6 Jan 2026
Workforce Management 101: The Invisible Engine of Customer Experience
Send a text Workforce Management (WFM) is one of the most critical—and misunderstood—functions in Customer Experience. In the first episode of the CX Roundtable Workforce Management Series, host Sarah Caminiti sits down with Arlyne Pardo, a seasoned WFM professional, and Dan Smitley, founder of a workforce management consulting practice, to break down what WFM actually is, why it matters, and how it quietly shapes customer experience, employee wellbeing, and leadership decisions. This convers...
9 Dec 2025
The Future of Contact Centers: AI, Human Leadership & the Next Decade of CX
Send a text What does the next decade of contact centers look like? In this episode of CX Roundtable, host Sarah Caminiti is joined by two global leaders in the customer experience industry — Brad Cleveland and Luke Jamieson — to break down the five major shifts transforming contact centers today. From AI-driven workflows to the rise of human-in-the-loop models, to the quiet crisis of agent burnout, this conversation unpacks how contact centers are evolving into the intelligence hub of the en...
11 Nov 2025
Founders in CX: Why Culture and Customer Experience Start at the Top
Send a text If the culture is bad, it’s on you. If the product isn’t good, it’s on you. — Pat Osorio, Co-Founder, Birdie AI What does it really take to build a company that puts customers at the center — not just in words, but in every decision? In this all-female Founders edition of CX Roundtable, host Sarah Caminiti brings together three powerhouse women redefining how customer experience is built, scaled, and led: Pat Osorio, Co-Founder of Birdie AINivedha Venkatesh, Founder & CEO of...
14 Oct 2025
Building Support from Scratch: How to Hire, Lead, and Scale the Right Way
Send a text Every thriving support org starts the same way — with one brave person, a shared inbox, and no documentation. But how do you turn that chaos into a foundation that lasts? In this episode of CX Roundtable, host Sarah Caminiti sits down with two leaders who have lived every version of “building from scratch”: Kenji Hayward (Director of Support, Front) and Priscilla Brooke (Head of Podcaster Success, Buzzsprout). Together, they unpack what it really takes to build — and sustain — gre...
8 Sept 2025
The Future of Help Desks: AI, Product Partnerships, and Redefining Customer Experience
Send a text The help desk has always been the backbone of customer experience — but in an age of AI, automation, and rapidly scaling SaaS, what will it look like five years from now? In this episode of CX Roundtable, host Sarah Caminiti sits down with three product leaders shaping the tools support teams use every single day: Scott Rocher (VP of Product, Help Scout), Kevin Yang (Head of AI, Front), and Rachel Hughes (VP of Product, Kustomer). Together, they unpack how help desk platforms are ...
8 Sept 2025
Finding Your Voice in CX Content Creation
Send a text Content has become the new currency of customer experience. But how do you find your voice, build credibility, and balance authenticity with brand alignment in an industry that’s still defining itself? In this episode of CX Roundtable, host Sarah Caminiti gathers four leaders shaping the CX content space: Luke Jamieson (Operata), Mat Patterson (Help Scout, The Supportive), Matt Beran (InvGate), and Jen Weaver (Tettra). Together, they explore the messy, rewarding, and often vulnera...
8 Sept 2025
The Future of BPOs
Send a text The Future of BPOs: From Commodity Outsourcing to Strategic Partnership Outsourcing has long been seen as a numbers game — low cost, high volume, little connection. But what happens when leaders refuse to play by those rules? In this episode of CX Roundtable, host Sarah Caminiti brings together three of the most forward-thinking BPO executives — Craig Crisler (SupportNinja), Greg Collins (Boldr), and Blair Wilen (Ethos Support) — to dismantle outdated models and define what good o...
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