Shows / CX Innovators
CX Innovators
On CX Innovators, we sit down with enterprise CX leaders and innovators to unpack what’s driving exceptional customer experience today. We explore strategy, technology, operations, and the human side of CX: and where the industry is headed next.
Episodes
CX InnovatorsVoice of Agent: the early-warning signal hiding in your sales channel
Independent insurance agents give feedback customers rarely do, and they give it far sooner. Susan Mango built Voice of Agent programs that treat the sales…
CX InnovatorsUPS's Carlos Lopez-Mora on digesting 300 pages of customer feedback in minutes with AI
Customer experience gets dismissed as a feelings business. Carlos Lopez-Mora treats it as an engineering problem, using data to tie sentiment to revenue…
CX InnovatorsWhy your capacity problem probably isn't a hiring problem | Matthew Hanrahan, Kin Insurance
Numbers tell you how often something happens. They can't tell you how a customer feels on the other side of the desk. Matthew Hanrahan, Senior Director, Shared…
CX InnovatorsOpenly's Tim Kyse on deploying AI in a regulated industry without losing the human touch
Openly runs high 90s CSAT and 99% chat acceptance by keeping AI away from customers and behind the scenes. Tim Kyse, VP of Customer Experience at Openly, calls…
CX InnovatorsChargePoint's Matthew Medina on realizing the contact center model was backwards
Matthew Medina ran a multi-site contact center operation and realized the entire model was backwards. The team was answering contacts efficiently, but actual…
CX InnovatorsThe skill set inventory that rebuilds teams on capability over ratings | Matt Ferguson, Mitel
Matt Ferguson built a skill set inventory that makes workforce decisions on capability rather than performance ratings. He scores every skill from 0 to 100…
CX InnovatorsWhy we stopped tracking average handle time | Eir Welch, Kobie Marketing
At Kobie Marketing, agents are told not to watch the clock. Eir Welch, Director of Customer Success, scrapped average handle time and instead tracks whether a…
CX InnovatorsA litmus test for what to automate and what stays human
Jose Jordan keeps a simple litmus test for automation. Payments and balance checks belong in self-service, while complex, multifaceted calls go to a human who…
CX InnovatorsWhy deflection is the wrong metric for AI in customer success
Deploy AI to solve one problem the wrong way and it can create more problems for your business. Rebecca Holland, Founder at GTM RH Advisory and VP of Global…
CX InnovatorsWhy outages might actually be your biggest CX opportunity
Drew Candres built support organizations where a single tweet on a Saturday night could move a market 10% and flood your queues while the rest of the world…
CX InnovatorsWhy CS Playbooks Are Failing Your Team
Most CS leaders respond to scale pressure by automating SMB and protecting enterprise. Leana Hart, Director of Customer Success at Axon, thinks that binary is…
CX InnovatorsHow OpenAI won the AI race through experience design, not the model
Vishal Anam has spent 20 years helping global organizations close the gap between measuring customer experience and actually acting on it. As Head of CX…
CX InnovatorsMeans, motive, and opportunity: why LendingTree uses a crime framework to train CX empathy
Brock Thompson spent 22 years in digital insurance and financial services, starting as a call center agent and eventually becoming VP of Customer Fulfillment…
CX InnovatorsHow one IVR change eliminated 2.7 million inbound calls a year
Wes Dudley has spent over 30 years leading CX at scale, including JCPenney, Mitchell Gold + Bob Williams, and Broad River Retail, the largest licensee of…
CX InnovatorsFrom 40-minute wait times to under 60 seconds without adding headcount | Allan Harari
Allan Harari cut Comerica Bank's contact center wait times from 20-40 minutes to under 60 seconds without hiring additional agents. The transformation required…
CX InnovatorsCase age over handle time: The metric that actually improved NPS, CSAT, and customer spend | Zach Greco
Zach Greco runs a 100-agent fully remote contact center at Floor & Decor with under 10% annual turnover. His operational philosophy starts with one question…
CX InnovatorsThe 3-action formula that predicts above-average customer retention | David Melendez
David Melendez process-mapped Instructure's entire onboarding flow and realized they were operationally optimized for the wrong outcome: getting customers keys…
CX InnovatorsS&S Activewear’s Laura Turner on Technology Adoption without Perfect Data Infrastructure
Implementing conversational AI revealed an unexpected fault line in their customer base for Laura Turner, Head of CX at S&S Activewear. Despite assumptions…
CX InnovatorsThe birthday gift test: How to measure if your AI personalization actually knows customers
AG1 scaled from one SKU to nine in 18 months while maintaining 98-99% CSAT. Leala Francis reveals how she uses conversational AI to spot sentiment shifts…
CX InnovatorsHow CarParts.com Serves 43 Million Customers: Why Traditional System Integration May Become Obsolete
Most enterprise CX leaders assume you need a CRM to manage customer relationships at scale. Aurelia Pollet, Director of Customer Experience at CarParts.com…
CX InnovatorsNICE inContact’s Founder and ex-CEO Paul Jarman on Micro-Understanding for Technology Leadership
What happens when a telecommunications reseller transforms into a cloud contact center pioneer? Paul Jarman, Founder and ex-CEO at NiceInContact navigated six…
CX InnovatorsNotion's Emma Auscher on Creating "Everyday Luxury" AI Experiences
What happens when you serve every single customer — from students to enterprise — with the same white-glove experience? At Notion, it created a CX challenge…
CX InnovatorsWayfair's Shantanu Das on Three Key AI Value-Creation Modes
Shantanu Das, General Manager & Global Head of Customer Service, Primary Sales, and Scam Prevention at Wayfair, manages one of the largest customer service…
CX InnovatorsAT&T's Deepak Sharma on Why AI That Feels Like Magic Is AI That Works
Managing millions of daily customer interactions at AT&T, Head of Retail Technology, Contact Center Platforms, GenAI Product & Engineering Deepak Sharma, has…
CX InnovatorsQuinStreet’s Tyler Orrell on Challenging “Upper Right Quadrant” Thinking
The gap between AI promise and contact center reality is often measured in months of failed adoption and frustrated executives. Tyler Orrell, VP of Contact…
CX InnovatorsCarta’s David DeMarco on Preserving Human Touch for High-Stakes Financial CX
As AI automation grows in customer experience, the most forward-thinking organizations aren't replacing humans, they're redefining how humans and AI work…
CX InnovatorsWayfair’s Prasanna Chand on Using AI to Predict Customer Satisfaction
When only 20-25% of customers complete satisfaction surveys — and even those are primarily negative experiences — how can you truly understand your entire…
CX InnovatorsAI Adoption in CX Teams with Andy Yasutake, Leader at Edgevana, ex-AirBnB, LinkedIn, & eBay
AI isn't replacing humans in customer experience — it's transforming them. In our very first episode of AI CX Innovators, Ashish Nagar, Founder & CEO of Level…