The CX Files #44 - Michelle Wideman

Learn in this episode:Why CSMs stay silent on churn risk in strategic accounts and what is actually driving that silence.How to build executive relationships with customers before there is a problem to solve.Why bringing CS into the final sales meeting is the one move that changes how customers feel about choosing you.How Silverfort uses AI sentiment monitoring across Gong, Zendesk, and email to surface churn signals before they reach the renewal conversation.Why one AI voice agent demo made a three-time CCO draw a hard line around customer-facing deployment.Michelle Wideman is the Chief Customer Officer at Silverfort and a three-time CCO, previously at Dell Boomi and Oona. She built her career on the sales side before transitioning into customer success leadership and has spent the last several years running CS and support for organizations in hypergrowth. She is known for turning CS teams that feel like an afterthought into functions that win company-wide recognition.–Want AI self-service without AI headaches?Save time and delight customers with Helpfeel's done-for-you deployment and seamless VoC-based optimization for Chat, Search, and Knowledge.Join 625 leading businesses using Helpfeel to boost margin.Learn more: https://en.helpfeel.com