The CX Files #18 - Nic Snyder

Nic Snyder, Director of Customer Support Engineering at Navient, unpacks his journey from sales to support and reveals key insights on transforming customer support into a profit driver.- Learn how Nic's sales background provides a unique lens to approach customer relationships and build lasting trust.- Understand the balance between automation and human interaction in creating seamless customer experiences.- Explore the future of AI in customer support and its impact on efficiency and customer satisfaction.Nic Snyder is currently the Director of Customer Support Engineering at Naviant where he's working on automating triage for the self-serve portal. He started his career in lead generation in 2004, then moved into a sales support role. He didn't particularly enjoy the sales angle on customer relationships, but it did help him to find his "why" in the end. And that was about truly helping people. He transitioned into a dedicated support role in 2010 and since then has moved up through roles in IT into leadership today.Don't miss this opportunity to gain valuable insights and actionable strategies to enhance your support function.#CustomerSupport #CXInnovation #AI #BusinessPodcast #Leadership__Search "Helpfeel EN" on Google to learn more about how Helpfeel's fully managed deployment and operation of our support AI platform can help you achieve your goals for self-service with an excellent customer and employee experience.