CX Heroes

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 co...

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 a...

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 align...

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...

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 h...

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...

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 in...

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 repl...

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 cus...

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 onboard...

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 re...

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 maintai...

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 buil...

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 indus...

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 Seni...

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 serv...

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. H...

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 eac...

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...

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 lead...

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...

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...

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...