A podcast for the Support Driven community to hear what we’re working on, what we’re thinking about, and what’s coming next. We share updates, ideas, and conversations about the work happening behind the scenes at Support Driven.
What if more companies were started by people who already understood the value of CX? In this episode of Inside Support Driven, Scott talks about why he wants to see more founders come out of the Support Driven community and how we can support them. He also introduces a new podcast that will share stories from founders in the community, including what led them to start, what they learned along the way, and what advice they have for new founders.
The CX Founder
9 Sept 2026
Moving Support Driven to a New Partnership Model
In this episode of Inside Support Driven, Scott talks about why vendors will be the first group to move to the new membership model and what that could look like. He looks at the complicated relationship between vendors and the community, what a better partnership model could offer, and how feedback from community members will shape what comes next.
Moving to a new Partnership Model
7 Sept 2026
What's Next for Support Driven’s Paid Membership
In this episode of Inside Support Driven, Scott talks about what comes next as Support Driven moves toward paid membership. He answers questions about who will pay, what membership could include, how the different groups will be introduced, and the goal of offering a meaningful version for everyone this year. He also talks about what came up at Expo, including the idea of a member board and the risks we need to think about as we make this move.
Notes from SD Expo 2026
2 Sept 2026
Support Driven is a Community Garden
In this episode of Inside Support Driven, Scott talks about one of the key questions behind the move to paid membership: Who is the membership for?
He breaks down the different groups in Support Driven and how they use and contribute to the community. He also shares his vision of Support Driven as a community garden and what that could look like as the membership model takes shape.
Support Driven is a Community Garden
24 Oct 2025
Knowledge Sharing and Authentic Connections
In this episode of Inside Support Driven, host Scott Tran chats with Martin Hobratschk, CEO and founder of Cognita Knowledge Management LLC, about how Support Driven helps support professionals and independent consultants like him grow through authentic connections and shared learning.
Martin shares his journey from 20 years in the contact center world to launching his own consulting firm and how Support Driven became part of his professional network. Through meaningful participation, not sales pitches, he’s built relationships, gained clients, and deepened conversations around knowledge management and AI in customer support.
This episode highlights how Support Driven empowers professionals to learn, collaborate, and build genuine value within a community that thrives on generosity and shared expertise.
Knowledge Sharing and Authentic Connections
24 Oct 2025
Understanding the Community
In this episode of Inside Support Driven, host Scott Tran talks with Michelle Fraunheim Vosk and Greg Allen about what Support Driven truly offers to support professionals.
They share how the community goes beyond job postings, creating a space to learn, connect, and grow with peers who understand the challenges and rewards of working in support. From career development to discussions about the impact of AI, the conversation explores how Support Driven helps members stay informed, supported, and inspired in their professional journeys.
Understanding the Community
3 Oct 2025
Inside Support Driven - Building Better Customer Experiences Together
In this episode of Inside Support Driven, we talk with Longin about the value of joining the Support Driven community. From finding real conversations that go beyond the polished surface of LinkedIn to learning directly from peers in CX and support, Longin shares how the community has helped him understand what teams care about, what frustrates them, and how they grow. We also touch on community guidelines, vendor participation, and the unique culture that makes Support Driven a place to learn, connect, and thrive.
Building Better Customer Experiences Together
17 Jul 2025
Living Our Core Values
In this first episode of Inside Support Driven, Claudia and Scott (the community’s founder) dive into the origins of Support Driven and why the podcast is making a comeback. They explore the core values that shape the community (fostering acceptance and belonging, helping others when you can, and building lasting relationships) and reflect on how these principles guide conversations, decisions, and connections within the group. Listeners will get a behind-the-scenes look at what makes Support Driven more than just a Slack space, but a true community built on intention and care.
InsideSupportDriven_1_Audio.MP3
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