CX Roundtable
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.
Episodes
10 episodes
Workforce Management 401: The Strategic Partner
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 ...
Workforce Management 301: Defining What "Good" Looks Like
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 wo...
Workforce Management 201: The Link Between Cost, Burnout, and Experience
Workforce Management 201: The Link Between Cost, Burnout, and ExperienceWorkforce management is often treated as a scheduling function.In reality, it’s a leadership decision with lasting consequences.<...
Workforce Management 101: The Invisible Engine of Customer Experience
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 P...
The Future of Contact Centers: AI, Human Leadership & the Next Decade of CX
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 J...
Founders in CX: Why Culture and Customer Experience Start at the Top
If the culture is bad, it’s on you.If the product isn’t good, it’s on you.— Pat Osorio, Co-Founder, Birdie AIWhat does it really take to build a company that puts customers at t...
Building Support from Scratch: How to Hire, Lead, and Scale the Right Way
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...
The Future of Help Desks: AI, Product Partnerships, and Redefining Customer Experience
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...
Finding Your Voice in CX Content Creation
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<...