CX Heroes

Learn in this episode:How a $0.50 problem on a transit card unlocked millions in customer loyalty.Why removing everyday friction compounds into retention faster than any new feature will.What intentional AI calibration looks like in practice and why most teams skip it entirely.How to tell the difference between a product that works and a "boardroom product" that only works in the meeting where it was designed.Why ESG and community investment at MasterCard translated directly into closed commercial deals.Troy Dennis leads strategy for regional customers at Experian. His career spans JP Morgan Chase, TD Bank, Regions Bank, and MasterCard, where he led North American digital evolution, prepaid products, and community and belonging programs focused on bringing underserved populations into the digital economy.--* What if you could pair AI self-service tools with unmatched reliability? *Learn how you can with Helpfeel's AI support suite, including done-for-you deployment and self-service optimization. Over 800+ teams choose Helpfeel to serve customers with prepared AI that's saving costs and boosting retention.Find out more: https://en.helpfeel.com

Learn in this episode:- How to move from a manual support model to an automated, intelligent self-service ecosystem.- Why democratizing knowledge creation is a powerful tool for agent retention and cultural change.- The reality of implementing KCS (Knowledge Centered Service) and how to get executive buy-in.- Why a support agent's job is to create a lasting improvement, not just close tickets.Joel Sandi is the Director of Self-Service and Content Strategy at Outreach, where he leads the transformation of technical data into seamless customer journeys. With a background in journalism and strategic support roles at 8x8, Joel is an expert in architecting unified support portals that deliver high-impact ROI and ticket deflection.--Want an AI support agent that is insanely reliable without all the setup headaches?Save time and delight customers with Helpfeel's done-for-you deployment and seamless VoC-based optimization.Join 625 leading businesses using Helpfeel to boost margin.Learn more: https://en.helpfeel.com

The CX Files has a new name: CX Heroes.Learn in this episode:Why AI tools should be managed with the same rigor as a BPO partner.The importance of a neutral arbiter to audit AI performance and quality.How to identify which customer use cases are ready for AI and which require a human touch.Why most AI implementations fail due to vertical silos rather than technical issues.Alex Schaeffer is a veteran CX executive with two decades of experience driving global transformation. Having held leadership roles at Ford Motor Company and serving as VP of Customer Experience at Avis Budget Group, Alex specializes in connecting operational data with real-world customer outcomes.--Want an AI support agent that outperforms? And want it deployed and optimized, ready to go for you, without the setup headaches?Save time and delight customers with Helpfeel's self-service AI agents with done-for-you VoC-based optimization.Join 625 leading businesses using Helpfeel to boost margin.Learn more: https://en.helpfeel.com

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 

Learn in this episode:- Why mapping the happy path is the biggest mistake in CX design.- How to identify break points in a customer journey before they cause a crisis.- The secret to building executive trust by presenting mitigation plans upfront.- Practical ways to shift your team from building processes to building experiences.- How T-Mobile uses AI to translate complex engineer-speak into human-friendly support.Kimberly Wyman is the Vice President and Strategic Advisor at T-Mobile for Business. With over 20 years of experience leading global organizations, she has mastered the art of empowering frontline teams and scalable customer operations.--Want AI support that's insanely reliable without the usual setup time and operation overhead?Save time and delight customers with Helpfeel's done-for-you deployment and seamless VoC-based optimization.Join 625 leading businesses using Helpfeel to boost margin.Learn more: https://en.helpfeel.com

Learn in this episode:- How to launch a new sub-brand to shift customer perception without losing legacy trust.- The process for mapping a 70-year-old customer journey to find hidden friction points.- Why shifting from reactive service to proactive strategy is the key to B2B growth.- How to get buy-in for innovation in a culture that is used to doing things the old way.Kamron Kunce is the Chief Marketing Officer at RJ Young and their new service Velocity One. He has a unique background in the music industry and e-commerce which he uses to lead brand strategy and customer experience for the premier business technology provider in the Southeast.--Want a reliable way to save support costs and increase revenue from your department? Save time and delight customers with Helpfeel's done-for-you deployment and seamless VoC-based optimization.Join 625 leading businesses using Helpfeel's ultra-reliable AI chat, search, and knowledge base.Learn more: https://en.helpfeel.com

Learn in this episode:Naisan's secret sauce: Using emotional empathy as a business heuristic to align CX, product, and finance teams.Why understanding the emotional angle of a customer journey leads to better business decisions.Strategies for navigating the gap between tactical execution and economic buyer needs.This guy knows his stuff *and* knows how to communicate it extremely well. Fantastic guest.--Naisan Geula is the Senior Vice President of Field Services at Retool and founder of Pre-sales Advisors. With a career spanning massive exits at Tableau and leadership roles at Salesforce and CloudBees, Naisan specializes in scaling high-growth SaaS companies by keeping a relentless focus on the human element of technology.--Want an AI support agent that's prepared for you, instead of making you get ready?Save time and delight customers with Helpfeel's done-for-you deployment and seamless VoC-based optimization.Join 625+ leading businesses using Helpfeel to boost margin and deliver marvelous experiences.Learn more: https://en.helpfeel.com

Learn in this episode:How the role of CX is shifting from ticket closure toward data curation and strategic storytelling.Why learning a little code might be the highest-leverage thing a CX leader can do right now.What the music industry's democratization moment tells us about AI, mediocrity, and the people who will actually stand out.The difference between what customers ask for and what they need — and why that gap is where great CX leaders earn their keep.Colin Flanigan is a senior CX leader currently at Networks, with a background spanning HR tech, fintech, and cybersecurity software. He's spent years thinking about the intersection of customer experience, organizational design, and what it actually means to lead support in an era where the tools keep moving faster than the teams using them.--Want an AI support agent that's insanely reliable without setup headaches?Save time and delight customers with Helpfeel's done-for-you deployment and seamless VoC-based knowledge optimization.Join 625 leading businesses using Helpfeel to boost margin.Learn more: https://en.helpfeel.com

Learn in this episode:How internal company culture directly impacts customer retention.Why asking difficult questions early is better than a surprise at renewal.The way Culture Amp uses the clear is kind philosophy to manage risk.Strategies for building a team that feels safe reporting bad news.Lilli Gordon is the Global Director of Customer Experience for Scaled Commercial at Culture Amp. Over the past two years, she grew retention by 15 percent through scalable programs. She has a background in building successful teams at Nextdoor and Presence Learning and currently manages a massive portfolio of accounts.--Want an AI support agent that is insanely reliable without setup headaches?Save time and delight customers with Helpfeel's done-for-you deployment and seamless VoC-based optimization.Join 625 leading businesses using Helpfeel to boost margin.Learn more: https://en.helpfeel.com

Learn in this episode:Why clean data is the only foundation for a successful AI rollout.The jewelry store effect and why AI looks different in a demo than in production.How to use AI for real-time sentiment analysis to prevent executive escalations.Why transparency with your customers is more valuable than perfect automation.Will Christacakos is a global customer support and post-sale experience leader with over two decades of experience. He currently serves as the VP of Client Services at Operative, where he manages global support, CX, and major incident management. Will brings a unique perspective to leadership, having started his career as a cryptologist in the US Navy.--Want an AI support agent that's insanely reliable without setup headaches?Save time and delight customers with Helpfeel's done-for-you deployment and seamless VoC-based optimization.Join 625 leading businesses using Helpfeel to boost margin.Learn more: https://en.helpfeel.com

Learn in this episode:- Why unclear expectations cause AI deployments to fail to reach CX goals.- The importance of implementing technology within a specific business context and use case- How to view AI as a tool for efficiency rather than a change in business purpose- The shifting landscape of human-machine partnerships in the workplaceEytan Hattem is a seasoned CX expert, CCO at Prodware Group, and the CEO of Cemantica, a CX consultancy. Eytan brings a unique triple perspective to the world of journey management: vendor, practitioner, and consultant. He is also the founder of the Nonprofit Institute for Journey Management and a prominent leader in the CX Professionals Association.--Want reliable AI support without the setup and optimization headaches?Save time and delight customers with Helpfeel's done-for-you deployment including seamless VoC-based optimization.Join 625 leading businesses using Helpfeel to boost margin.Learn more: https://en.helpfeel.com

Learn in this episode:Why the lump of labor fallacy is fueling unnecessary fear around AI.How to shift your perspective from cost-saving to value-creation in support.The difference between official employment stats and the reality of the shadow economy.Why technology should never be used as a moat to block human connection.How to prepare your team for the inevitable transition into an AI-integrated workplace.Dennis Wakabayashi is a global authority on customer experience and a seasoned agency strategist. Known as The Global Voice of CX, he has spent years traveling the world to understand the intersection of human behavior and the systems we use to transact while working for companies from startups to Fortune 500 enterprises and government.--Want an AI support agent that's insanely reliable without setup headaches?Save time and delight customers with Helpfeel's done-for-you deployment and seamless VoC-based optimization.Join 625 leading businesses using Helpfeel to boost margin.Learn more: https://en.helpfeel.com

Learn in this episode:Why the term deflection rate is actually harmful to long-term brand health.How to replace biased, low-response surveys with AI-driven sentiment analysis.The shift from reactive support to proactive AI that identifies problems before the customer does.Why "outsourcing your thinking" to an LLM is the biggest risk for knowledge workers today.Ryan Klausner is a veteran CX leader with over 15 years of experience scaling mission-driven brands. From his early days saving millions for the city of Vancouver to leading global teams at Who Gives a Crap, Ryan specializes in combining human innovation with high-scale technology to drive mid-nine-figure growth.--Give your customers AI self-service with 95% first response accuracy. Your team gets optimal results and gains time with VoC and knowledge based improvement that is done for you. Visit https://helpfeel.com/en-us to learn more.

Learn in this episode:Why AI is a tool for agility rather than just a replacement for headcount.How to transition junior associates into AI maintenance and optimization roles.The reality of implementing AI and the hidden work required to keep it running.Strategies for retaining talent by offering new technical career paths within CX.Andrea Townsend is the Manager of Customer Support at Human Interest. With a career spanning leadership roles at 1-800-CONTACTS, Purple, and Gabb Wireless, Andrea specializes in team autonomy and process improvement. She is a vocal advocate for the frontline associate and focuses on driving results like CSAT and SLA improvements through better training and empowerment.--Give your customers AI self-service with 95% first response accuracy. Your team gets optimal results and gains time with VoC and knowledge based improvement that is done for you. Visit https://en.helpfeel.com to learn more.

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

Learn in this episode:- Why AI is often a "hindrance" rather than a "help" in customer workflows.- How to build and train internal AI agents (like Software’s Coralline) on brand voice.- The specific tasks AI is great at (summarization) vs. what it fails at (empathy and nuance).- Why "prompt engineering" is a mandatory skill for 2026 leaders.- Strategies for maintaining quality control in an automated world.About Laura Dolan: Laura is the former Director of Digital Marketing at Loftware, with a rich background at Optimizely, Autura, and Keap (formerly Infusionsoft). With two decades of experience spanning print journalism to digital UX, she brings a unique, editorial-first perspective to the world of B2B marketing and customer experience.-----Get done-for-you AI self-service results with extreme accuracy, safety, and satisfaction. Visit https://en.helpfeel.com to learn more.#AI #CX #CustomerSupport #TheCXFiles

Learn in this episode:- How to debug root causes of CX problems like the $50 million one Zack found- How to start speaking the language of the C-suite.- The reason NPS is an advocacy metric and why you need a revenue metric instead.- How the friction economy is costing brands millions.- The reality of Agentic CX and why 85 percent of AI strategies fail.Zack Hamilton is the creator of the Experience Performance System and author of the book by the same name. With a background leading retail experience strategy at Medallia and serving as CXO at Aaron’s, Zack specializes in eliminating insight theater and aligning CX to P&L outcomes. He is also the host of the popular podcast Unf*cking Your CX.--Give your customers AI self-service with insanely high accuracy. You get optimal results and save time with VoC and knowledge-based improvement that is done-for-you. Learn more: https://en.helpfeel.com

Listen to learn:- Why it took three years to break down data silos for support at Cisco Systems and how to avoid that mistake.- The transition of AI from its teenage years to a college-educated, mature business function.- How to move beyond case deflection and start measuring the financial impact of CX in dollars and euros.- The tire sensor analogy: How to use data to solve problems before the customer even feels the friction.- Why CX should be the central core of your organization rather than a siloed department.Andrew Carothers is a 12-time International CX Award winner and a co-founder of the Cisco Systems customer experience organization. With a background at Autodesk and a seat on the board for the University of San Francisco’s strategic AI program, Andrew is one of the leading voices in digital customer success and AI implementation.---Give your customers AI support with 95% first response accuracy. Get full AI optimization done for you, with clear gaps closed and improvement actions ready for your team in just 30 minutes a month. Visit https://en.helpfeel.com to learn more.

Learn in this episode:- The myth of AI as a magic wand for support operations.- How to separate agent performance from customer frustration with company policy.- Why most companies hire for service but actually need retention specialists.- The three places to find expertise when you do not have the budget for a full-time hire.- How to move your team from being problem movers to true problem solvers.About TyTy Givens is the founder of CX Collective and a veteran support leader who has shaped the customer experience for brands like Thrive Market, Intuit, and Sees Candies. She is known for her SWAT team approach to fixing messy operations and building scalable, human-centered programs that drive growth.--Get AI self-service with 95% first response accuracy and zero friction. Join 550+ businesses getting unparalleled efficiency. Learn more: https://en.helpfeel.com

Learn in this episode:- The 3 Rs and 4 Es framework for modern customer experience.- Why why we should use  the word "human" instead of "customer"- How to transition from content to art in your support and marketing interactions.- Strategies for breaking down departmental silos to create a symbiotic brand ecosystem.- How Dayv’s background as a professional BMX athlete shaped his unbiased, empathetic approach to CX.Dayv Wilson-Widdecombe is the Account Director of Customer Experience at GSD&M. With over 20 years of experience across creative, operations, and account management, Dayv has built customer journeys reaching over 15 million people annually for some of the world's most iconic brands. He is a specialist in cross-functional team leadership and emotional brand alignment.Give your customers AI self-service with 95% first response accuracy. Your team gets optimal results and gains time with VoC and knowledge-based improvement that's done for you. Visit https://helpfeel.com/en-us to learn more.---575+ leading businesses choose Helpfeel for a 50% reduction in tickets over their existing AI self-service vendor while increasing lifetime value and generating average of 2.5X ROI.You can save dozens of hours per month on the most painful parts of AI self-service with Helpfeel. Your whole org and customer base can be doing more valuable activities with our new breed of AI Agents, Search, and Knowledge Base with hands-on optimization service included. Learn more, book a demo, or watch a 2 minute video: https://www.helpfeel.com/en/

Explore the rapid evolution of the customer support career path at all levels and the future of these roles in the context of AI adoption.--Jen Weaver has 10+ years of experience in SaaS Customer Support and Success. She was the second support hire at YNAB (You Need A Budget), helping scale the team to over 70 people. She is currently a Customer Success Manager at On-Ramp, a podcast host, and curator of CX podcasts.--Jen discusses the critical transition of focus from support (reactive, costly) to success (proactive, profitable) even for B2C. We get into the operational challenges of implementing AI, why your knowledge base is now your most valuable asset, and how to evolve your career in a changing landscape.What we cover:☞ The difference between "Job Skills" (answering tickets) vs. "Career Skills" (politics and strategy).☞ Why the line between Support and Success is blurring for B2B companies.☞ The "AI Babysitter": A new essential role for support teams.☞ How to manage the transition from human-first to AI-first without losing the artisanal touch.☞ Practical advice for evaluating new tools (and avoiding sales fluff).This episode is also available on Youtube: https://youtu.be/Q4qxWO7bgFwWe need your help: Like and subscribe for more videos like this. ---You can save dozens of hours per month on the painful part of delivering reliable AI self-service with Helpfeel. Your whole org and customer base could be doing more valuable activities with our platform that has expert optimization included. 550+ Helpfeel business customers see ~50% reduction in tickets over their existing vendor plus increased lifetime value that results in 2.5X annual ROI on average.Book a demo now or watch a 2-minute video: https://www.helpfeel.com/en/--#CX #AI #CustomerService #leadership #knowledgemanagement #2026

Is your support team drowning in tools?In this episode of The CX Files, we sit down with Chris Love, Director of Business Operations at Run Pod. With a background spanning VMware to Frontier Airlines, Chris is an expert at scaling support operations without losing the human touch. He helped drive 200% revenue growth at Run Pod by focusing on scalable operational frameworks.In this episode, we cover:- The shocking cost of tool bloat (and how to fix it).- The "Doorman vs. Doormat" analogy: How to balance AI automation with white-glove human service.- Why most AI pilots fail because of bad documentation.- The one question every Support Director needs to ask their frontline agents today.If you are a CX leader trying to justify budget or streamline your operations, this conversation is for you.---Save your team a dozen hours per month on the tedious part of getting rock-solid AI chat and search. Your whole org and customer base could be spending time on valuable core work. 550+ Helpfeel business customers saw a 50% reduction in tickets over their existing vendor and measured an average 2.5X return on investment.Learn more: https://www.helpfeel.com/en/helpfeel-ai#CX #AI #CustomerService #leadership #toolbloat

Is your AI strategy failing because your Knowledge Management strategy doesn't exist?In this episode, you will learn:- The operational differences between Apple's siloed culture and Google's open information architecture.- Real-world case studies: Reducing onboarding time from 16 weeks to a fraction of that time.- The vital distinction between "Just in Case" training and "Just in Time" knowledge.- How to structure your data (H2s, Q&A pairs) so both AI bots and humans can actually understand it.- How to overcome internal resistance by answering "What's In It For Me?" for your frontline agents.In this episode of The CX Files, we are joined by Martin Hobratschk, CEO of Cognita Knowledge Management. With 25 years of experience leading teams at giants like Apple, Google Nest, and IBM, Martin breaks down exactly why Knowledge Management (KM) is the critical foundation of modern customer experience results.---Save your team dozens of hours per month on the tagging, tweaking, and tuning of results: the tedious part of getting rock-solid search and chat. Your whole org and customer base can now spend way more time on core work. 550+ Helpfeel business customers saw a 50% improvement over their existing vendor and got an average 2.5X return on investment.Learn more: https://www.helpfeel.com/en/helpfeel-ai#CX #AI #CustomerService #leadership

Learn in this episode:- Real-world tactics to take a product line from $6M to $150M using customer feedback.- The Tip of the Spear concept and why frontline support has the most valuable market intel.- How to confidently bring bad news to the C-Suite without fear of backlash.- A 5-step framework for building a compelling case for change within your organization.- How to avoid burnout by aligning with a company culture that values transparency.Darryl Heffline is the CEO of Glasfloss Industries and an expert in operations and organizational change. With over 40 years of experience across transportation, aerospace, and logistics, Darryl has led 30+ major initiatives resulting in tens of millions in revenue. He is also the author of "Shifting Gears in the Crossroads," a guide to navigating personal and professional disruption.-----Is your knowledge base ready for AI? Is your AI set up to find and use your knowledge base reliably? We help your customers solve their own needs with delight, instantly. Customers see a 50% improvement over their existing vendor and 2.5X return on investment. Learn more: https://www.helpfeel.com/en/helpfeel-ai#CX #AI #CustomerService #leadership

Learn in this video: The "Tamagotchi" AI Philosophy: Why treating your AI like a digital pet is the key to winning results.- How to turn a "Me + 3" headcount constraint into your biggest competitive advantage.- Why turning phone support back ON actually increased efficiency (despite being 60% of volume).- How to empower agents to think like business owners and resolve issues without constant escalation.Gina Williams is the Director of Customer Experience at Midland Radio Corporation. With a background spanning retail, tech, and geospatial industries, Gina calls herself the "accidental businesswoman." She is an expert in leading lean, high-performing teams and leveraging data storytelling to earn CX a seat at the revenue table.-----Is your knowledge base ready for AI? Is your AI set up to find and use your knowledge base reliably? We help your customers solve their own needs with delight, instantly. Customers see a 50% improvement over their existing vendor and 2.5X return on investment. Visit https://www.helpfeel.com/en/helpfeel-ai to learn more.

Your Knowledge Base is probably bloated. In this episode, we're fixing it.Learn in this video:- The "outta my cold dead hands" mentality that's killing your KB.- How an airline's 7-year-old volcano article explains all your CX problems.- 5 specific prompts you can give Generative AI to fix bad KB articles instantly.- How GenAI will actually save jobs for agents with high-empathy and expertise but lower writing skill.--- About Leslie ---Leslie O'Flahavan is the principal and owner of E-Write where she teaches people to write well for online readers. She has done trainings and consultation for organizations including Geico, SallieMae, National Institutes of Health. Over 750,000 people have taken one of her six LinkedIn learning courses.-----Give your customers AI self-service with 95% first response accuracy. Your team gets optimal results and gains time with VoC and knowledge based improvement that's done for you. Visit https://helpfeel.com/en-us to learn more. #CX #CXai #customerexperience #customersupport #customersuccess #podcast #businesspodcast #hashtagsarefun

How do you NOT prove the ROI of your customer support team? By not speaking the language of the finance department (management's best friend).Recently I talked with Stacy Justino, Product Support Manager at Petdesk and she explained exactly how to get from cost center to value driver for the entire business.In this episode Stacy breaks down:The one skill to look for when hiring in a world flooded with AIHow you can turn L1 / Frontline staff into influence for your product/service  roadmap How knowledge management culture at your team drives AI and self-service results.Stacy Justino is a veteran support leader with years of experience at companies like PetDesk, Wistia and as a mentor in the Support Driven community. She is also an expert in leveraging new technology and building high-impact support teams.-----Search "Helpfeel EN" on Google to learn how your business can solve self-service in 30 days with Helpfeel's customer support AI platform and managed AI optimization service.#CX #CXai #customerexperience #customersupport #leadership #podcast #businesspodcast

Hear the story of Erin Lindheim, and her 30 years of expertise in tech and Customer Success. Whether you're a CX leader or just passionate about customer-centric growth, this episode is packed with actionable insights you won't want to miss.With a career spanning from Microsoft to Zendesk and beyond, Erin shares her unique insights into the evolution of customer experience strategies including: - How she transitioned from IT to leading Customer Success with a focus on genuine customer interactions. - The critical role of AI in enhancing, not replacing, human connections in CX. - Why empowering your team is essential for creating brand advocates and driving growth.Erin's Career Bio:Erin is a seasoned tech leader with over 30 years of experience, starting her career in IT before joining Microsoft through an acquisition. Midway through her journey, she pivoted into CX, discovering a passion for helping clients succeed while guiding complex software implementations. She’s since held senior Customer Success roles at Zendesk, Checkr, Everlaw, and Fieldguide, blending big-company scale with startup agility. Earlier this year, Erin launched her own Customer Success consulting practice, becoming an Executive & Professional Coach, where she focuses on helping companies and individuals grow with intention. Chat with Erin' about consulting at e2lventures.com (not e2lconsulting.com as mentioned in the episode.)Check back soon for more stories inside Customer Experience!#CustomerSuccess #CX #AI #Leadership #CustomerExperience

Lou shares how he navigated challenges like high-volume tickets and system outages as a new member of a veteran team. Learn what he learned and how these experiences helped him level up in his career to being in leadership today.Discover in this episode:- Lou's strategic insights on balancing consistency with flexibility in customer support.- The impactful role of AI in supporting—not replacing—human interactions.- How to use data-driven insights to make informed decisions and advance in your career.Lou emphasizes the importance of taking care of your team to ensure they can take care of your customers. His approach is a blueprint for industry leaders aiming to foster a supportive and innovative environment.Don't miss Lou's valuable tips and learn how adversity can unite and strengthen teams.About Lou:Lou Wendelstedt started in hospitality and retail then transitioned from operations into support in the tech space. He's worked in large organizations like Hertz and moved into leadership at smaller startups like Homebot where he works today with a small team that has wide responsibility. His passion throughout has been developing his team and he's found great success in getting promotions for his people. He strives to balance his team focus with data-driven decisions to deliver a consistent and easy customer experience.__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.__#CX #AI #CustomerSupport #Leadership #Podcast

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.

We chat with Nick Jimenez, Head of Support at Postal, who has a unique approach to customer experience that turns support into a revenue powerhouse. Nick shares his journey from Starbucks barista to a leader in CX, highlighting how crucial moments shaped his outlook on balancing customer satisfaction with company policies.Learn how Nick's innovative strategies at Postal have reduced onboarding time from 40 days to just 8 days, revolutionizing the customer journey.Discover how AI can be a seamless partner in support, enhancing rather than replacing the human touch.Nick Jimenez is a visionary in customer support, known for his playful yet insightful LinkedIn content that brings a fresh perspective to the serious world of business.Don't miss out on these transformative insights that could change the way you view customer support!Nick's brief work history:Nick Jimenez currently works at Postal as the Head of Customer Support where he's built the support team from scratch, and partners closely with customer success around renewal and retention strategies. He started working at Starbucks at 17 years old and got into leadership within one year. After several years leading at Starbucks he got into the tech field and worked at MindBody where he developed his skills in separate teams including onboarding team members and enablement for existing customer success before moving to his current role at Postal.#CX #CustomerExperience #AI #CustomerSuccess #Podcast #BusinessPodcast #hashtagmarketing #hashtagfun #hashtaghashtaghashtag #hashbrowns__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.

Hear the journey of Conor Pendergrast, a seasoned expert in customer support who has redefined what it means to engage with customers. From his early days advocating for marriage equality to becoming a leader in customer experience, Conor shares his unique perspective on the evolving role of customer support in driving business success.Learn how to:Transform your CX teams from cost centers to revenue drivers.Balance AI and human interaction for optimal customer satisfaction.Foster a culture of curiosity and empathy within your teams.Conor Pendergrast is known for his innovative approach to customer support, having spent nearly a decade at Expensify where he climbed to Customer Success Senior Leader and also mentored and lead a large team while also juggling a role as single contributor. Before that he was a CEO and founder, and once again now he is the CEO and founder of CustomerSuccess.cx, a consultancy that helps B2B SaaS CX leaders grow their careers and improve their business results.Explore more from Conor at customersuccess.cx and subscribe now / comment kindly / like without hestitation to support The CX Files and hear from more guests!#CXPodcast #CustomerSuccess #AIInnovation #B2BMarketing #hashtagsarefun--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.

Cory Limberg shares his journey from the front lines of customer support to leading transformative CX strategies as a senior executive. Discover how Cory implemented four foundational principles—trust, transparency, proactivity, and delight—to reshape customer experiences and boost Net Promoter Scores dramatically.Highlights:- The power of proactive vs. reactive customer support- How to maintain the human touch in the AI-driven world- Real-world success stories from Midco's CX transformation- Cory's 4 principles of CX success- ... and more! Much much more. So much more. Way more.About Cory LimbergCory Limberg is a seasoned CX professional with 35 years of experience in customer operations. He began his career in the telecom industry and is currently leading customer operations at Hiawatha Broadband Communications ( HBC ), a part of Schurz Communications. HBC provides fiber internet service in Southern Minnesota.In 2006, Cory was part of Yahoo's customer care team, managing operations across 17 languages and numerous international partners. And he was actually present in Cairo during the the Arab Spring before making it home safely. ------Like this video, grace us with a comment, and kindly subscribe to investigate great customer experience with us 🔔 #CX #CustomerSupport #AI #BusinessPodcast #Innovation__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.

Sit down with Colin Flanigan to explore where the real power of AI lies in customer support and how to integrate tools into your existing workflow. This was a really fun and casual chat, and we covered great actionable advice too.This episode is a must-listen for turning support into a strategic advantage.Topics include:- The challenge of prioritization in a tech-saturated world.- When to build versus buy: Making smart decisions in AI tool adoption.- The disconnect between sales promises and service delivery – and how to bridge that gap.- The necessity of cross-functional collaboration and data integration.About Colin:Colin Flanigan is a seasoned leader in customer support, and currently the Director of Support at Netwrix Corporation where he uses his analytical skills and digital strategy expertise to enhance operations. At Sayge, he boosted customer experience, account utilization, and revenue, also contributing to successful M&A integration. Previously, Colin optimized support processes at CoinTracker in the crypto-finance arena and also built the CX team at Pingboard where he reduced churn significantly. He's an all around great guy and was very fun to talk with.--Check out our more CX Files episodes to learn the art and craft of CX from leaders driving the space forward.#CX #AI #CustomerSupport #BusinessPodcast #Innovation #CXAI #realtalk #podcast #colinisrad #hashtagsarefun

In this episode, Chris reveals creative ways to boost customer advocacy and its importance for your team. You also learn:- How to shift the perception of support from a cost center to a revenue driver.- Best practices for implementing AI in customer service without losing the human touch.- Real-world examples of empathy-driven support that can redefine customer loyalty.Chris Murray is an industry leader in customer support strategy and innovation. As the former Head of Support at BabyList and moving into a new role as the first ever Customer Experience Architect at Intercom, Chris is at the forefront of transforming how companies view and implement customer support initiatives.-- Search "Helpfeel EN" on Google to learn how your business can solve self-service in 30 days with Helpfeel.Check out our other CX Files episodes to learn the art and craft of CX from leaders driving the space forward.

In this episode, we explore the intersection of AI and human touch in customer experience. Learn how AI chat and agent assistance have revolutionized customer support at ClassPass, reducing costs and boosting satisfaction. Discover the strategies behind their successful upsell initiatives and how they maintain genuine connections with customers in tandem with using AI.Danielle Doremus is the Senior Director of Business Operations and CX at ClassPass. With a background in advertising sales and fitness instruction, she has successfully integrated her passions to drive ClassPass's customer experience initiatives forward.-- Search "Helpfeel EN" on Google to learn how your business can solve self-service in 30 days with Helpfeel.Check out our other CX Files episodes to learn the art and craft of CX from leaders driving the space forward.

Delve into customer support ops with Shaun Struckmann. Shaun, with his extensive background at Salesforce and Gong, reveals the challenges and triumphs of managing support in large-scale organizations. Discover how small changes can lead to big impacts and the importance of balancing efficiency with a personal touch.Shaun Struckmann is a senior customer support operations leader, previously serving as a senior manager at Gong and business operations manager at Salesforce. He currently runs the blog CxSupportOps.com, providing front line insights into support operations.--Search "Helpfeel EN" on Google to learn how your business can solve self-service in 30 days with Helpfeel.Check out our other CX Files episodes to learn the art and craft of CX from leaders driving the space forward.

Unlock the secrets of building authentic relationships and get strategic insights in customer experience from Mark Muston, a leader at Modern Health. 🚀 Dive into how to balance data with intuition, engage multiple customer types, and drive business success with trust.Mark Muston leads Strategic Initiatives at Modern Health, a global mental health care platform working primarily with employers. He's been at Modern Health for 5 years, and previously has led multiple functions across Provider Operations and global expansion. Prior to Modern Health, he spent 8 years at Citigroup as a commodities trader, responsible for building out and growing global trading businesses while based in New York, London, and Singapore. -- Search "Helpfeel EN" on Google to learn how your business can solve 98% of all customer self-service needs in 30 days with Helpfeel.  Check out our other CX files episodes to learn the art and craft of CX from leaders driving the space forward.

Learn about cutting-edge AI Agents in this special episode 10 of The CX Files Podcast. This panel features leading minds in AI: - Ilai Szpiezak, CEO of Dolphin AI 🐬- Arthur Wu, Co-Founder of Dataland 📊- Mathew Goldsborough, CEO of NimbleBrain 🧠- Your CX Files host Ben Foden, Regional Director for North America at Helpfeel 🛎️Topics covered:- The AI vs. Human Agent debate: where and why each excels.- Secrets to managing and orchestrating AI systems.- The Build vs. Buy question in a world of AI coding tools.- And don’t miss the hidden gems at the end! --Search "Helpfeel EN" on Google to learn more about Helpfeel's own AI Agents with full deployment and optimization service.

In this episode, discover how support staff can be empowered with the latest AI-driven insights and workflows. 🧠 Arthur Wu is the co-founder of Dataland, builders of AI agents for customer support teams that search internal systems for you. Before working on internal tools for customer support, he spent four years at Palantir and also co-founded and led several startups, going back to 2013 when he started his first business in Charlottesville, Virginia.========Search "Helpfeel EN" on Google to learn more about Helpfeel and how you can give your customers easy-to-use self-service that's continuously improving and delivering actionable insights for your team and your company.

Discover how Cheryl Luft transformed manual processes into automated solutions, saving time and money! Learn her surprising insights on empathy, efficiency, and the future of customer success operations. 🚀Cheryl Luft started her career in frontline customer support and then five years ago she transitioned into customer success operations. Cheryl is an individual contributor at Collibra, the leading provider of governance for Data and AI, boosting autonomy and streamlining access to reliable Data inside business. Recently Cheryl has worked on internal automation and before that building out a many to one customer success model.-- Helpfeel combines Self-Service AI Search with managed implementation and optimization. Instead of dropping off a tool and saying "good luck!" you get VoC-driven optimization to ensure the first result people see is what they're actually looking for—in 98% of all cases.

Learn how to make customer satisfaction a major competitive advantage with David Ricley, Director of Customer Care at Union Wireless, the #1 retail customer service company in Wyoming🥇In this episode David talks about creating long-term value for customers and the impact of aligning employee and customer experiences. As a long-time employee at Union Wireless himself, he has been instrumental in achieving top tier customer service that drives long-term subscriptions and high NPS scores across all tiers of customers.--Search "Helpfeel EN" on Google to learn how your business can solve 98% of all customer self-service needs in 30 days with Helpfeel.Check out our other CX files episodes to learn the art and craft of CX from leaders driving the space forward.

Discover the most effective ways to use AI, and how it's best used to deliver a great CX. Also learn how a human touch can build customer relationships that drive growth efficiently. This episode is full of useful insights and stories🔥Drew Schafer is currently the Senior Global Manager of Support Operations at Webflow, a visual website builder. He has been at Webflow for the past four years as the company has seen amazing growth. He has a technical IT support background at a range of companies and recently led the launch of Webflow's new Help center. --Search "Helpfeel EN" on Google to learn how your business can solve 98% of all customer self-service needs in 30 days with Helpfeel.Check out more CX files episodes to learn more about the art and craft of CX.

Challenge the bigger businesses in your space with customer-first strategies the expert use. Watch now to see what Andrew Rios has learned with decades of experience in CX leadership☕️☕️Andrew Rios is currently the Head of Customer Experience at Cityside Fiber, a fiber optic internet service provider in Irvine, CA. He has lead internal and BPO support for companies of all sizes from startups to Fortune 100 over the last 20 plus years. He is a long-time member of both Intent CX and Support Driven communities as well as a leading speaker in the CX space.--Search "Helpfeel EN" on Google to learn how your business can solve 98% of all customer self-service needs in 30 days with Helpfeel.Check out more CX files episodes to learn more about the art and craft of CX.

Isshu Rakusai is the Founder and CEO of Helpfeel, an AI self-service platform which boosts CX and service efficiency for over 400 businesses. Isshu is a serial entrepreneur and founded his first company in high school, where he wrote a note-taking application that sold over 1 million units. He created a new VoC data-driven methodology for self-service optimization.Ben also works at Helpfeel and is producing The CX Files on behalf of Helpfeel.