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.

__
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.
__
#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
__
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
__
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

--

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. 

------
Like this video, grace us with a comment, and kindly subscribe to investigate great customer experience with us 🔔 

#CX #CustomerSupport #AI #BusinessPodcast #Innovation

__
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.

--
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.

-- 
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.

-- 

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.

--
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.