The CX Files #33 - Justin McDonnell

from CX Heroes · host Ben Foden

Learn in this episode:- The math of margin: How to keep your support team at 15 people while your sales volume doubles.- The Dog Food shampoo story: A real-world example of why AI still fails at complex human nuance.- How to transition your support team into a proactive customer success-like function.- Advice for junior CX leaders on how to solve problems the business hasn't identified yet.Justin McDonnell is the Vice President of Customer Experience at Illuminator Technology Group. With a background in the US Navy and 20 years of experience in field service and operations, Justin specializes in turning fragmented departments into high-performing, data-driven teams.-----Get done-for-you AI self-service with extreme accuracy, safety, and satisfaction. And in the process, free your team to save the day.Visit https://en.helpfeel.com to learn more.#AI #CX #CustomerSupport #TheCXFiles

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This episode was published on January 29, 2026.

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