Podcast Episodes
Back to SearchCX 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…14 hours ago
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 en…2 weeks ago
CX Heroes #48 - Amanda Carden-Chamberlain
Season 1 Episode 48
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 Ama…
4 weeks ago
CX Heroes #47 - Troy Dennis
Season 1 Episode 47
Learn in this episode:
How a $0.50 problem on a transit card unlocked millions in customer loyalty.Why removing everyday friction compounds into reten…2 months, 2 weeks ago
CX Heroes #46 - Joel Sandi
Season 1 Episode 46
Learn in this episode:
- How to move from a manual support model to an automated, intelligent self-service ecosystem.
- Why democratizing knowledge cre…
2 months, 2 weeks ago
CX Heroes #45 - Alex Schaeffer
Season 1 Episode 45
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 …2 months, 3 weeks ago
The CX Files #44 - Michelle Wideman
Season 1 Episode 44
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 relat…2 months, 4 weeks ago
The CX Files #43 - Kimberly Wyman
Season 1 Episode 43
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 th…
3 months ago
The CX Files #43 - Kimberly Wyman
Season 1 Episode 43
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 th…
3 months ago
The CX Files #42- Kamron Kunce
Season 1 Episode 42
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-ol…
3 months ago