Podcast Episodes

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-suit…

5 months ago

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The CX Files #30 - Andrew Carothers

Season 1 Episode 30

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 …

5 months, 1 week ago

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The CX Files #29 - Ty Givens

Season 1 Episode 29

Learn in this episode:
- The myth of AI as a magic wand for support operations.
- How to separate agent performance from customer frustration with comp…

5 months, 2 weeks ago

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The CX Files #28 - Dayv Wilson-Widdecombe

Season 1 Episode 28

Learn in this episode:
- The 3 Rs and 4 Es framework for modern customer experience.
- Why why we should use  the word "human" instead of "customer"
- H…

5 months, 2 weeks ago

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The CX Files #27 - Jen Weaver

Explore the rapid evolution of the customer support career path at all levels and the future of these roles in the context of AI adoption.

--
Jen Weave…

6 months ago

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The CX Files #26 - Chris Love

Season 1 Episode 26

Is your support team drowning in tools?

In this episode of The CX Files, we sit down with Chris Love, Director of Business Operations at Run Pod. With…

6 months, 1 week ago

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The CX Files #25 - Martin Hobratschk

Season 1 Episode 25

Is your AI strategy failing because your Knowledge Management strategy doesn't exist?

In this episode, you will learn:

- The operational differences be…

6 months, 2 weeks ago

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The CX Files #24 - Darryl Heffline

Season 1 Episode 24

Learn in this episode:

- Real-world tactics to take a product line from $6M to $150M using customer feedback.
- The Tip of the Spear concept and why fr…

6 months, 3 weeks ago

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The CX Files #23 - Gina Williams

Season 1 Episode 23

Learn in this video: The "Tamagotchi" AI Philosophy: Why treating your AI like a digital pet is the key to winning results.

- How to turn a "Me + 3" h…

7 months ago

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The CX Files #22 - Leslie O'Flahavan

Season 1 Episode 22

Your Knowledge Base is probably bloated. In this episode, we're fixing it.

Learn in this video:
- The "outta my cold dead hands" mentality that's killi…

7 months ago

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