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 a background spanning VMware to Frontier Airlines, Chris is an expert at scaling support operations without losing the human touch. He helped drive 200% revenue growth at Run Pod by focusing on scalable operational frameworks.

In this episode, we cover:
- The shocking cost of tool bloat (and how to fix it).
- The "Doorman vs. Doormat" analogy: How to balance AI automation with white-glove human service.
- Why most AI pilots fail because of bad documentation.
- The one question every Support Director needs to ask their frontline agents today.

If you are a CX leader trying to justify budget or streamline your operations, this conversation is for you.

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Save your team a dozen hours per month on the tedious part of getting rock-solid AI chat and search. Your whole org and customer base could be spending time on valuable core work. 550+ Helpfeel business customers saw a 50% reduction in tickets over their existing vendor and measured an average 2.5X return on investment.

Learn more: https://www.helpfeel.com/en/helpfeel-ai

#CX #AI #CustomerService #leadership #toolbloat

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

In this episode, you will learn:

- The operational differences between Apple's siloed culture and Google's open information architecture.

- Real-world case studies: Reducing onboarding time from 16 weeks to a fraction of that time.

- The vital distinction between "Just in Case" training and "Just in Time" knowledge.

- How to structure your data (H2s, Q&A pairs) so both AI bots and humans can actually understand it.

- How to overcome internal resistance by answering "What's In It For Me?" for your frontline agents.

In this episode of The CX Files, we are joined by Martin Hobratschk, CEO of Cognita Knowledge Management. With 25 years of experience leading teams at giants like Apple, Google Nest, and IBM, Martin breaks down exactly why Knowledge Management (KM) is the critical foundation of modern customer experience results.

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Save your team dozens of hours per month on the tagging, tweaking, and tuning of results: the tedious part of getting rock-solid search and chat. Your whole org and customer base can now spend way more time on core work. 550+ Helpfeel business customers saw a 50% improvement over their existing vendor and got an average 2.5X return on investment.

Learn more: https://www.helpfeel.com/en/helpfeel-ai

#CX #AI #CustomerService #leadership

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 frontline support has the most valuable market intel.
- How to confidently bring bad news to the C-Suite without fear of backlash.
- A 5-step framework for building a compelling case for change within your organization.
- How to avoid burnout by aligning with a company culture that values transparency.

Darryl Heffline is the CEO of Glasfloss Industries and an expert in operations and organizational change. With over 40 years of experience across transportation, aerospace, and logistics, Darryl has led 30+ major initiatives resulting in tens of millions in revenue. He is also the author of "Shifting Gears in the Crossroads," a guide to navigating personal and professional disruption.

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Is your knowledge base ready for AI? Is your AI set up to find and use your knowledge base reliably? 

We help your customers solve their own needs with delight, instantly. Customers see a 50% improvement over their existing vendor and 2.5X return on investment. 

Learn more: https://www.helpfeel.com/en/helpfeel-ai

#CX #AI #CustomerService #leadership

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" headcount constraint into your biggest competitive advantage.

- Why turning phone support back ON actually increased efficiency (despite being 60% of volume).

- How to empower agents to think like business owners and resolve issues without constant escalation.

Gina Williams is the Director of Customer Experience at Midland Radio Corporation. With a background spanning retail, tech, and geospatial industries, Gina calls herself the "accidental businesswoman." She is an expert in leading lean, high-performing teams and leveraging data storytelling to earn CX a seat at the revenue table.

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Is your knowledge base ready for AI? Is your AI set up to find and use your knowledge base reliably? 

We help your customers solve their own needs with delight, instantly. Customers see a 50% improvement over their existing vendor and 2.5X return on investment. 

Visit https://www.helpfeel.com/en/helpfeel-ai to learn more.

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 killing your KB.
- How an airline's 7-year-old volcano article explains all your CX problems.
- 5 specific prompts you can give Generative AI to fix bad KB articles instantly.
- How GenAI will actually save jobs for agents with high-empathy and expertise but lower writing skill.

--- About Leslie ---
Leslie O'Flahavan is the principal and owner of E-Write where she teaches people to write well for online readers. She has done trainings and consultation for organizations including Geico, SallieMae, National Institutes of Health. Over 750,000 people have taken one of her six LinkedIn learning courses.


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Give your customers AI self-service with 95% first response accuracy. Your team gets optimal results and gains time with VoC and knowledge based improvement that's done for you. Visit https://helpfeel.com/en-us to learn more.
 
#CX #CXai #customerexperience #customersupport #customersuccess #podcast #businesspodcast #hashtagsarefun

How do you NOT prove the ROI of your customer support team? By not speaking the language of the finance department (management's best friend).

Recently I talked with Stacy Justino, Product Support Manager at Petdesk and she explained exactly how to get from cost center to value driver for the entire business.

In this episode Stacy breaks down:

• The one skill to look for when hiring in a world flooded with AI
• How you can turn L1 / Frontline staff into influence for your product/service  roadmap 
• How knowledge management culture at your team drives AI and self-service results.

Stacy Justino is a veteran support leader with years of experience at companies like PetDesk, Wistia and as a mentor in the Support Driven community. She is also an expert in leveraging new technology and building high-impact support teams.

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Search "Helpfeel EN" on Google to learn how your business can solve self-service in 30 days with Helpfeel's customer support AI platform and managed AI optimization service.

#CX #CXai #customerexperience #customersupport #leadership #podcast #businesspodcast

Hear the story of Erin Lindheim, and her 30 years of expertise in tech and Customer Success. Whether you're a CX leader or just passionate about customer-centric growth, this episode is packed with actionable insights you won't want to miss.

With a career spanning from Microsoft to Zendesk and beyond, Erin shares her unique insights into the evolution of customer experience strategies including:
 - How she transitioned from IT to leading Customer Success with a focus on genuine customer interactions.
 - The critical role of AI in enhancing, not replacing, human connections in CX.
 - Why empowering your team is essential for creating brand advocates and driving growth.


Erin's Career Bio:
Erin is a seasoned tech leader with over 30 years of experience, starting her career in IT before joining Microsoft through an acquisition. Midway through her journey, she pivoted into CX, discovering a passion for helping clients succeed while guiding complex software implementations. She’s since held senior Customer Success roles at Zendesk, Checkr, Everlaw, and Fieldguide, blending big-company scale with startup agility. Earlier this year, Erin launched her own Customer Success consulting practice, becoming an Executive & Professional Coach, where she focuses on helping companies and individuals grow with intention. 

Chat with Erin' about consulting at e2lventures.com (not e2lconsulting.com as mentioned in the episode.)

Check back soon for more stories inside Customer Experience!

#CustomerSuccess #CX #AI #Leadership #CustomerExperience

Lou shares how he navigated challenges like high-volume tickets and system outages as a new member of a veteran team. Learn what he learned and how these experiences helped him level up in his career to being in leadership today.

Discover in this episode:
- Lou's strategic insights on balancing consistency with flexibility in customer support.
- The impactful role of AI in supporting—not replacing—human interactions.
- How to use data-driven insights to make informed decisions and advance in your career.

Lou emphasizes the importance of taking care of your team to ensure they can take care of your customers. His approach is a blueprint for industry leaders aiming to foster a supportive and innovative environment.

Don't miss Lou's valuable tips and learn how adversity can unite and strengthen teams.

About Lou:
Lou Wendelstedt started in hospitality and retail then transitioned from operations into support in the tech space. He's worked in large organizations like Hertz and moved into leadership at smaller startups like Homebot where he works today with a small team that has wide responsibility. His passion throughout has been developing his team and he's found great success in getting promotions for his people. He strives to balance his team focus with data-driven decisions to deliver a consistent and easy customer experience.

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Search "Helpfeel EN" on Google to learn more about how Helpfeel's fully managed deployment and operation of our support AI platform can help you achieve your goals for self-service with an excellent customer and employee experience.
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#CX #AI #CustomerSupport #Leadership #Podcast

Nic Snyder, Director of Customer Support Engineering at Navient, unpacks his journey from sales to support and reveals key insights on transforming customer support into a profit driver.

- Learn how Nic's sales background provides a unique lens to approach customer relationships and build lasting trust.
- Understand the balance between automation and human interaction in creating seamless customer experiences.
- Explore the future of AI in customer support and its impact on efficiency and customer satisfaction.

Nic Snyder is currently the Director of Customer Support Engineering at Naviant where he's working on automating triage for the self-serve portal. He started his career in lead generation in 2004, then moved into a sales support role. He didn't particularly enjoy the sales angle on customer relationships, but it did help him to find his "why" in the end. And that was about truly helping people. He transitioned into a dedicated support role in 2010 and since then has moved up through roles in IT into leadership today.

Don't miss this opportunity to gain valuable insights and actionable strategies to enhance your support function.

#CustomerSupport #CXInnovation #AI #BusinessPodcast #Leadership
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Search "Helpfeel EN" on Google to learn more about how Helpfeel's fully managed deployment and operation of our support AI platform can help you achieve your goals for self-service with an excellent customer and employee experience.

We chat with Nick Jimenez, Head of Support at Postal, who has a unique approach to customer experience that turns support into a revenue powerhouse. 

• Nick shares his journey from Starbucks barista to a leader in CX, highlighting how crucial moments shaped his outlook on balancing customer satisfaction with company policies.
  
  
• Learn how Nick's innovative strategies at Postal have reduced onboarding time from 40 days to just 8 days, revolutionizing the customer journey.
  
  
• Discover how AI can be a seamless partner in support, enhancing rather than replacing the human touch.
  
  

Nick Jimenez is a visionary in customer support, known for his playful yet insightful LinkedIn content that brings a fresh perspective to the serious world of business.


Don't miss out on these transformative insights that could change the way you view customer support!


Nick's brief work history:
Nick Jimenez currently works at Postal as the Head of Customer Support where he's built the support team from scratch, and partners closely with customer success around renewal and retention strategies. He started working at Starbucks at 17 years old and got into leadership within one year. After several years leading at Starbucks he got into the tech field and worked at MindBody where he developed his skills in separate teams including onboarding team members and enablement for existing customer success before moving to his current role at Postal.

#CX #CustomerExperience #AI #CustomerSuccess #Podcast #BusinessPodcast #hashtagmarketing #hashtagfun #hashtaghashtaghashtag #hashbrowns
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Search "Helpfeel EN" on Google to learn more about how Helpfeel's fully managed deployment and operation of our support AI platform can help you achieve your goals for self-service with an excellent customer and employee experience.