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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.
Episodes
53 episodes
Why Your CFO Ignores Your NPS Score with Sue Duris | CX Heroes #53
Learn in this episode:Why your team gets looked at as a cost center, and how to grow beyond that framingHow presenting the same metrics in a new way drives action from the CFO, COO, or CROWhy you should never send ...
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Why you must deliver on your brand promise | CX Heroes #52 - Melanie Virreira
Learn in this episode:Why packaging isn't your brand, and what actually earns customer trustThe one broken promise that can cost you a B2B accountHow to turn a routine supplier meeting into a shared solution by ask...
CX Heroes #51 - Elise Jeanmaire
Learn in this episode:Why shipping the AI first draft quietly hands over your company's voiceHow a fiction writer's approach to revision applies to support contentWhy rereading and editing AI drafts is how you actu...
CX Heroes #50 - Tim Thijsse
Learn in this episode:Why CX maturity means knowing your starting point instead of copying another company's playbookWhy everything in support can be automated, and why that is the wrong goal to chaseThe one custom...
CX Heroes #49 - Brian Porter
Learn in this episode:Why customers can't be fully honest with a sales rep who carries a quota, and who they open up to instead.How Brian built an entire chief customer officer program with ChatGPT before he ran a single me...
CX Heroes #48 - Amanda Carden-Chamberlain
Learn in this episode:- How RJ Young structures three specialized support teams across 30 products to hit 95 NPS- Why most AI vendor pitches fail Amanda's one-question filter- How to build the internal case for AI adoption wh...
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...
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...
The CX Files #42- Kamron Kunce
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 serv...
The CX Files #41 - Naisan Geula
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 decis...
The CX Files #40 - Colin Flanigan
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.W...
The CX Files #39 - Lilli Gordon
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...
The CX Files #38 - Will Christacakos
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 analysi...
The CX Files #37 - Eytan Hattem
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 rat...
The CX Files #36 - Dennis Wakabayashi
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...
The CX Files #35 - Ryan Klausner
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 proa...
The CX Files #34 - Andrea Townsend
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 ...
The CX Files #33 - Justin McDonnell
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 transit...
The CX Files #32 - Laura Dolan
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 (summarizati...
The CX Files #31 - Zack Hamilton
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....
The CX Files #30 - Andrew Carothers
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 mov...