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.

Hear the journey of Conor Pendergrast, a seasoned expert in customer support who has redefined what it means to engage with customers. From his early days advocating for marriage equality to becoming a leader in customer experience, Conor shares his unique perspective on the evolving role of customer support in driving business success.

Learn how to:

• Transform your CX teams from cost centers to revenue drivers.
• Balance AI and human interaction for optimal customer satisfaction.
• Foster a culture of curiosity and empathy within your teams.

Conor Pendergrast is known for his innovative approach to customer support, having spent nearly a decade at Expensify where he climbed to Customer Success Senior Leader and also mentored and lead a large team while also juggling a role as single contributor. Before that he was a CEO and founder, and once again now he is the CEO and founder of CustomerSuccess.cx, a consultancy that helps B2B SaaS CX leaders grow their careers and improve their business results.

Explore more from Conor at customersuccess.cx and subscribe now / comment kindly / like without hestitation to support The CX Files and hear from more guests!

#CXPodcast #CustomerSuccess #AIInnovation #B2BMarketing #hashtagsarefun

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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.

Cory Limberg shares his journey from the front lines of customer support to leading transformative CX strategies as a senior executive. Discover how Cory implemented four foundational principles—trust, transparency, proactivity, and delight—to reshape customer experiences and boost Net Promoter Scores dramatically.

Highlights:
- The power of proactive vs. reactive customer support
- How to maintain the human touch in the AI-driven world
- Real-world success stories from Midco's CX transformation
- Cory's 4 principles of CX success
- ... and more! Much much more. So much more. Way more.

About Cory Limberg
Cory Limberg is a seasoned CX professional with 35 years of experience in customer operations. He began his career in the telecom industry and is currently leading customer operations at Hiawatha Broadband Communications ( HBC ), a part of Schurz Communications. HBC provides fiber internet service in Southern Minnesota.

In 2006, Cory was part of Yahoo's customer care team, managing operations across 17 languages and numerous international partners. And he was actually present in Cairo during the the Arab Spring before making it home safely. 

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#CX #CustomerSupport #AI #BusinessPodcast #Innovation

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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.

Sit down with Colin Flanigan to explore where the real power of AI lies in customer support and how to integrate tools into your existing workflow. This was a really fun and casual chat, and we covered great actionable advice too.

This episode is a must-listen for turning support into a strategic advantage.

Topics include:
- The challenge of prioritization in a tech-saturated world.
- When to build versus buy: Making smart decisions in AI tool adoption.
- The disconnect between sales promises and service delivery – and how to bridge that gap.
- The necessity of cross-functional collaboration and data integration.

About Colin:
Colin Flanigan is a seasoned leader in customer support, and currently the Director of Support at Netwrix Corporation where he uses his analytical skills and digital strategy expertise to enhance operations. At Sayge, he boosted customer experience, account utilization, and revenue, also contributing to successful M&A integration. Previously, Colin optimized support processes at CoinTracker in the crypto-finance arena and also built the CX team at Pingboard where he reduced churn significantly. He's an all around great guy and was very fun to talk with.

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Check out our more CX Files episodes to learn the art and craft of CX from leaders driving the space forward.

#CX #AI #CustomerSupport #BusinessPodcast #Innovation #CXAI #realtalk #podcast #colinisrad #hashtagsarefun

In this episode, Chris reveals creative ways to boost customer advocacy and its importance for your team. You also learn:
- How to shift the perception of support from a cost center to a revenue driver.
- Best practices for implementing AI in customer service without losing the human touch.
- Real-world examples of empathy-driven support that can redefine customer loyalty.

Chris Murray is an industry leader in customer support strategy and innovation. As the former Head of Support at BabyList and moving into a new role as the first ever Customer Experience Architect at Intercom, Chris is at the forefront of transforming how companies view and implement customer support initiatives.

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Search "Helpfeel EN" on Google to learn how your business can solve self-service in 30 days with Helpfeel.

Check out our other CX Files episodes to learn the art and craft of CX from leaders driving the space forward.

In this episode, we explore the intersection of AI and human touch in customer experience. Learn how AI chat and agent assistance have revolutionized customer support at ClassPass, reducing costs and boosting satisfaction. Discover the strategies behind their successful upsell initiatives and how they maintain genuine connections with customers in tandem with using AI.

Danielle Doremus is the Senior Director of Business Operations and CX at ClassPass. With a background in advertising sales and fitness instruction, she has successfully integrated her passions to drive ClassPass's customer experience initiatives forward.

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Search "Helpfeel EN" on Google to learn how your business can solve self-service in 30 days with Helpfeel.

Check out our other CX Files episodes to learn the art and craft of CX from leaders driving the space forward.

Delve into customer support ops with Shaun Struckmann. Shaun, with his extensive background at Salesforce and Gong, reveals the challenges and triumphs of managing support in large-scale organizations. Discover how small changes can lead to big impacts and the importance of balancing efficiency with a personal touch.

Shaun Struckmann is a senior customer support operations leader, previously serving as a senior manager at Gong and business operations manager at Salesforce. He currently runs the blog CxSupportOps.com, providing front line insights into support operations.

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Search "Helpfeel EN" on Google to learn how your business can solve self-service in 30 days with Helpfeel.

Check out our other CX Files episodes to learn the art and craft of CX from leaders driving the space forward.

Unlock the secrets of building authentic relationships and get strategic insights in customer experience from Mark Muston, a leader at Modern Health. 🚀 Dive into how to balance data with intuition, engage multiple customer types, and drive business success with trust.

Mark Muston leads Strategic Initiatives at Modern Health, a global mental health care platform working primarily with employers. He's been at Modern Health for 5 years, and previously has led multiple functions across Provider Operations and global expansion. Prior to Modern Health, he spent 8 years at Citigroup as a commodities trader, responsible for building out and growing global trading businesses while based in New York, London, and Singapore.

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 Search "Helpfeel EN" on Google to learn how your business can solve 98% of all customer self-service needs in 30 days with Helpfeel.
 
 Check out our other CX files episodes to learn the art and craft of CX from leaders driving the space forward.

Learn about cutting-edge AI Agents in this special episode 10 of The CX Files Podcast. This panel features leading minds in AI: 
- Ilai Szpiezak, CEO of Dolphin AI 🐬
- Arthur Wu, Co-Founder of Dataland 📊
- Mathew Goldsborough, CEO of NimbleBrain 🧠
- Your CX Files host Ben Foden, Regional Director for North America at Helpfeel 🛎️

Topics covered:
- The AI vs. Human Agent debate: where and why each excels.
- Secrets to managing and orchestrating AI systems.
- The Build vs. Buy question in a world of AI coding tools.
- And don’t miss the hidden gems at the end! 

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Search "Helpfeel EN" on Google to learn more about Helpfeel's own AI Agents with full deployment and optimization service.

In this episode, discover how support staff can be empowered with the latest AI-driven insights and workflows. 🧠 

Arthur Wu is the co-founder of Dataland, builders of AI agents for customer support teams that search internal systems for you. Before working on internal tools for customer support, he spent four years at Palantir and also co-founded and led several startups, going back to 2013 when he started his first business in Charlottesville, Virginia.

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Search "Helpfeel EN" on Google to learn more about Helpfeel and how you can give your customers easy-to-use self-service that's continuously improving and delivering actionable insights for your team and your company.