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CX Heroes
(Previously "The CX Files"). Leaders sharing what works in AI, KM, Process, and Teams. Brought to you by Helpfeel.
CX Heroes
Latest Episodes
CX Heroes #47 - Troy Dennis
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 calibra...
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CX Heroes #46 - Joel Sandi
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 i...
CX Heroes #45 - Alex Schaeffer
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.
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.
The CX Files #43 - Kimberly Wyman
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...