Podcast Episodes
Back to SearchThe CX Files #41 - Naisan Geula
Season 1 Episode 41
Learn in this episode:
Naisan's secret sauce: Using emotional empathy as a business heuristic to align CX, product, and finance teams.Why understandin…3 months, 1 week ago
The CX Files #40 - Colin Flanigan
Season 1 Episode 40
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 m…3 months, 1 week ago
The CX Files #39 - Lilli Gordon
Season 1 Episode 39
Learn in this episode:
How internal company culture directly impacts customer retention.Why asking difficult questions early is better than a surprise…3 months, 2 weeks ago
The CX Files #38 - Will Christacakos
Season 1 Episode 38
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…3 months, 4 weeks ago
The CX Files #37 - Eytan Hattem
Season 1 Episode 37
Learn in this episode:
- Why unclear expectations cause AI deployments to fail to reach CX goals.
- The importance of implementing technology within a …
4 months ago
The CX Files #36 - Dennis Wakabayashi
Season 1 Episode 36
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-cre…4 months, 1 week ago
The CX Files #35 - Ryan Klausner
Season 1 Episode 35
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-…4 months, 2 weeks ago
The CX Files #34 - Andrea Townsend
Season 1 Episode 34
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 maintenan…4 months, 3 weeks ago
The CX Files #33 - Justin McDonnell
Season 1 Episode 33
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: …
4 months, 3 weeks ago
The CX Files #32 - Laura Dolan
Season 1 Episode 32
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 So…
4 months, 3 weeks ago