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 roa...

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...

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...

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 cu...

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 c...

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...

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 transforma...

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 promis...

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 BabyLis...

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 an...

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 ...

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 ...

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 ...

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" o...

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...

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 acros...

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 compan...

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 D...