elsewhere
Other podcasts, webinars, and publications I've appeared on, and mentions of my work.
Support Human Resources - Looking for some new resources? A podcast? Maybe a newsletter or community? Steph has created a one-stop shop of resources. No description can do it justice, you’ll have to see for yourself.
Customer Service Bloggers Top bloggers, editors, and contributors from blogs listed above. - Steph Lundberg, Contributor, Help Scout
For businesses who have made their entire operation AI-dependent, they could end up paying 40-70 times as much money in tokens than what they're paying now. That's why Legend Steph Lundberg said they just advised a company "against relying solely on AI for support and docs." It could become cost prohibitive to run and we don't know when those real costs will be passed onto us. In fact, an exec at Nvidia (the AI chipmaker) recently admitted that the cheapest option for his team was just to hire people.
For businesses who have made their entire operation AI-dependent, they could end up paying 40-70 times as much money in tokens than what they're paying now. That's why Legend Steph Lundberg said they just advised a company "against relying solely on AI for support and docs." It could become cost prohibitive to run and we don't know when those real costs will be passed onto us. In fact, an exec at Nvidia (the AI chipmaker) recently admitted that the cheapest option for his team was just to hire people.
The feeling of being under pressure constantly can quickly lead to burnout, a topic we’ve tackled on this show in the past. The ideal way to deal with burnout is to remove yourself from the cause – often your job. But more often than not, that’s an unrealistic solution because we all have bills to pay. This week, Steph Lundberg joins Next in Queue to talk about strategies to mitigate burnout for those of us who need to carry on.
Some of my favourite CX sector writers have put out great stuff in this direction recently and so I would urge you to read Betts and Steph Lundberg for some great perspectives.
In Podcasts: Episode 1 - Bad Job Bingo (Stephanie Lundberg)
Stephanie Lundberg's writes the Support Human Roundup: the wordier, more political, cooler big sister to this newsletter. And don't forget to get job listings with a side of schadenfreude with this week's Bad Job Bingo.
I will never not share this week's Bad Job Bingo (so much schadenfreude in one place).
CX Spotlight is a series where we speak to customer experience leaders from across industries who are rethinking support, building customer-first cultures, and finding clarity in the messiness of real-life CX. Steph Lundberg is the Founder of Support Human, a consulting practice that helps companies build scalable, human-first support functions. A journalist-turned-CX leader, Stephanie is as good with strategy as she is with execution. You’d usually find her building knowledge bases, mentoring frontline agents, and consulting for exec teams, and she does all of this with an incredible amount of passion.
🚀 Unlocking Leadership Strategies to Elevate Your Customer Experience! 🚀 It's #EpochalGrowth Tuesday...but this isn't your average week...I wanted to pause for #CXAppreciationWeek, and celebrate all the leaders and ICs I get the opportunity to hang with. Let's start with my first carousel. Check out some powerful leadership strategies gathered from the incredible guests on Epochal Growth. Swipe through the carousel to discover key insights from industry leaders like Ricardo Araujo, Sarah Hatter Kel Kurekgi, Stephanie Lundberg, Mathew Patterson, and Miranda Lee!
🦸♀️ One of Stephanie’s most memorable support moments? Role-playing as Wonder Woman with a customer during a live chat. Stephanie's path into CX was intentional. As a military spouse, she wanted a portable, remote career and found her calling in tech support. Years later, she’s still energized by the mix of creativity and problem-solving the job demands. Here are a few of her guiding principles: ✨ A strong, searchable knowledge base is the best gift you can give customers. ✨ AI works best as a sidekick, helping people find the right info faster. Her advice for newcomers: “𝘿𝙤 𝙚𝙫𝙚𝙧𝙮𝙩𝙝𝙞𝙣𝙜, 𝙡𝙚𝙖𝙧𝙣 𝙚𝙫𝙚𝙧𝙮𝙩𝙝𝙞𝙣𝙜, 𝙖𝙣𝙙 𝙖𝙡𝙬𝙖𝙮𝙨 𝙡𝙞𝙛𝙩 𝙤𝙩𝙝𝙚𝙧𝙨 𝙖𝙨 𝙮𝙤𝙪 𝙜𝙧𝙤𝙬.”
There’s no shortage of advice in CX and customer support. But the real gems? They’re often buried in the day-to-day insights shared by people doing the work and pushing the industry forward. That’s why we’re continuing our series highlighting standout voices in the space; people who are generous with what they’ve learned and shaping the future of support. People like: 👉 Stephanie Lundberg – Champion of empathetic support and thoughtful ops
For the first episode of #chatter, Stephanie Lundberg and I had a chat about Bad Job Bingo! We talk about job hunting in general, but I think, most importantly, we talk about what BJB is and is not.
Behind the scenes with Steph from Bad Job Bingo! I'm so excited to share this one with you because Ashley Hayslett! And Stephanie Lundberg! Longtime readers will know that I'm obsessed with their newsletters: Ashley's Weekly Job Drop and Stephanie's Bad Job Bingo. I'm not even job hunting and they're my favorite content. 🎧 Check out the first episode of Ashley's new podcast #chatter! ⏩ If a whole episode is too much commitment, have a look at this short clip. (No quotes here because it comes out today and I'm probably listening to it as you're reading this. Go us! 🙌🏼)
For the first episode of #chatter, Stephanie Lundberg and I had a chat about Bad Job Bingo! We talk about job hunting in general, but I think, most importantly, we talk about what BJB is and is not.
🛑🟡🟢 Bad Job Bingo is back! I'm pretty good at my job, but managing my career, I feel like I have no idea what I'm doing. Reading Bad Job Bingo (even when I'm not looking for a job) makes me feel ... competent. Career-savvy. Like I have a big sister looking out for me. Stephanie Lundberg has serious big sister vibes, and she's posting again after a few months' break. This week, she's interpreting Substack's new job posting: "...what it would mean to try to lead the content moderation function at a company that doesn’t believe in content moderation." 📖 Read the March 30 issue (the actual non-Substack job she shared is pretty cool too). 🎥 Watch this TikTok "Unlimited PTO is a Trap" to get to know Steph.
💘 Do you also miss Steph at the SupportHuman CX Newsletter? She’ll be back soon! Steph has been MIA since last November, and word is she’s dealing with a series of catastrophes but ready to enrich our inboxes again in February. ➡️ Subscribe to SupportHuman and/or check out this timely blast from the past.
“The intent behind the phrase “The customer is always right” isn’t necessarily bad. When most people use this phrase, they’re using it to highlight a company’s responsibility to make customers feel valued and important.” – Steph Lundberg, Fractional Customer Support Leader.
Moderator for this Fireside Chat: Bring your burning questions and ideas on: Strategy and Implementation: Uncover the key considerations for integrating automation, ensuring a smooth transition, and implementing the best automation tools. Customer Experience and Satisfaction: Learn how to maintain a personal touch, avoid pitfalls, and measure the impact of automation on customer satisfaction. Technology and Innovation: Explore game-changing technologies like AI and chatbots, stay updated with automation trends, and harness the power of data analytics for optimal support.
If you're job seeking, consider playing Bad Job Bingo.
a good writeup of the social side of things if you don't care so much about the open-source stuff, Steph Lundberg's writeup is, like her previous one on Matt's Tumblr meltdown, pretty solid and people-focused. Mullenweg has already demonstrated egregious lapses in judgment and abuses of power, it’s just that up until now he’s wielded his power against vulnerable populations without access to high-powered lawyers and their own massive platforms.
another pretty meaty article on mullenweg, moreso about his treatment of employees and ex-employees.
Matt, Erica, Steph and Ashley chat about returning to the office and the different experiences and perspectives of the people impacted. They also touch on the inequities and gender dynamics in the return to office policies, and the challenges of managing remote teams and the loss of trust and understanding that occurred after the pandemic.
What is the current state of the IT job market? Job search can be overwhelming with so many factors at play: How do you land interviews and stand out? Where should you search for jobs and how to find the best opportunities? Join industry experts David Lowe and Stephanie Lundberg as they discover current trends, tackle the biggest challenges, and reveal game-changing strategies to master the job hunt. 💼
Is the IT job market strong or in crisis? Where should you search for jobs? How do you land interviews and stand out? These are the main questions we tackle in this episode of Ticket Volume. Join host Matt Beran as he dives into the IT job market with experts David Lowe and Stephanie Lundberg. They explore current trends, challenges, and strategies for navigating the job landscape. Don't miss out on their valuable insights! Comment and subscribe to stay connected with us at InvGate. Let’s keep the conversation going!
Can anger be useful? In Part 2 of "The Art of Being Dead Inside," host Sarah Caminiti and Stephanie Lundberg continue to explore why the emotions CX leaders feel are so intense an what companies are doing to set themselves apart.
What happens when vulnerability and connection take center stage in customer support? In Episode 8 of Epochal Growth, host Sarah Caminiti sits down with Stephanie Lundberg, founder of The Support Human newsletter and Bad Job Bingo, to discuss her journey into customer support and the critical role of empathy in the industry.
Also, Steph Lundberg is back with Bad Job Bingo, one of the more entertaining ways to read about new jobs. She takes requests, so if you're not sure about a job posting and want her take, let her know.
This week we're talking CX consulting - how to start, when to start, what to charge, and how to find clients! Thank you to Matt Dale, Ashley Hayslett, and Stephanie Lundburg for sharing their wisdom on this topic!
Steph Lundberg, who writes an excellent Customer Support newsletter called Support Human, recently created Bad Job Bingo, a playable checklist of job post clichés and red flags for Support and T&S jobs. It's fun and helpful.
"Matt Mullenweg can’t seem to rest on his sabbatical. As Steph Lundberg writes, Matt Mullenweg Teaches a Masterclass on Why We Have Trust & Safety Teams."
Matt Mullenweg can’t seem to rest on his sabbatical. As Steph Lundberg writes, Matt Mullenweg Teaches a Masterclass on Why We Have Trust & Safety Teams.
“Matt Mullenweg Teaches a Masterclass on Why We Have Trust & Safety Teams”. Steph Lundberg in Support Human. Published February 27, 2024. Read on February 27, 2024. Last week, Matt Mullenweg made a series of unfortunate and baffling decisions, including some of the most egregious lapses in judgment from a Tech CEO I've witnessed on Al Gore's internet. tags: content moderation, tech industry, trans issues
media coverage here's the best writeups we have so far. matt's meltdown: 26Feb24 Roundup: Matt Mullenweg Teaches a Masterclass on Why We Have Trust & Safety Teams
Co-Panelist on this Fireside Chat: Calling all Customer Experience enthusiasts! Support Driven is thrilled to invite you to our upcoming fireside chat event on "Maximizing Customer Support Impact on a Limited Budget: Strategies and Best Practices." Gain insights on proactivity, culture, tools, and overcoming challenges to enhance customer experience and efficiency while working with limited resources.
If you are a #support professional and not a member of Support Driven, you're already missing out because a) it's free and b) we are really an amazing bunch of people. But then also, if you ARE in Support Driven and you're not in the Job-Board/Vent channels and reveling in the #commentary provided by the one-and-only Stephanie Lundberg, what are you even doing with your life? Also also, if you're a #hiringmanager and are not hiring said Stephanie (and indeed all of the other amazing talent at #SD), then same question. What are you even doing with your life? 🤔
Sarah has a great conversation with Stephanie Lundberg from Abstract about the opportunities in the customer experience world. There are helpful insights about growth from support to product. Stephanie shares her own experience exploring the two paths of support, the leadership, and technical side, and speaks of the importance of all teams working together in a company.
Voiced the intros and outros to the podcast. In the 100th Homeroom livestream (and now lucky 13th episode of the podcast), Sal spoke with 2020 National Teacher of the Year Tabatha Rosproy about teaching during the pandemic, and the solutions that have worked for her preschool students.
Voiced the intros and outros to the podcast. Sal is joined by Nikole Hannah-Jones, a Pulitzer Prize-winning reporter covering racial injustice for The New York Times Magazine and creator of the landmark 1619 Project. They’ll discuss race in America, inequities in education, and the ways teachers are using her work to help students learn about the history of race and racial inequality in America.
Voiced the intros and outros to the podcast. What’s it like to lead a global healthcare company during a pandemic? Find out as Vas Narasimhan, CEO of Novartis, joins Sal on Homeroom. They’ll discuss how the healthcare industry has responded to the pandemic, including details on the work to develop a COVID-19 vaccine.
In March 2020, I was a guest on No Manifestos, a podcast about people living with technology. I talked with host Stuart Sierra about how online fandom communities have impacted my life, how I think the internet can be a force for good, and about how Support as a profession is a distinguishing asset for tech companies.
Nothing matches that combination.