CX Heroes

CX Heroes #47 - Troy Dennis

Learn in this episode: * How a $0.50 problem on a transit card unlocked millions in customer loyalty. * Why removing everyday friction compounds into retention faster than any new feature will. * What intentional AI calibration looks like in practice and why most teams skip it entirely. * How to tell the difference between a product that works and a "boardroom product" that only works in the meeting where it was designed. * Why ESG and community investment at MasterCard translated directly into closed commercial deals. Troy Dennis leads strategy for regional customers at Experian. His career spans JP Morgan Chase, TD Bank, Regions Bank, and MasterCard, where he led North American digital evolution, prepaid products, and community and belonging programs focused on bringing underserved populations into the digital economy. -- * What if you could pair AI self-service tools with unmatched reliability? * Learn how you can with Helpfeel's AI support suite, including done-for-you deployment and self-service optimization. Over 800+ teams choose Helpfeel to serve customers with prepared AI that's saving costs and boosting retention. Find out more: https://en.helpfeel.com

CX Heroes #46 - Joel Sandi

Learn in this episode: - How to move from a manual support model to an automated, intelligent self-service ecosystem. - Why democratizing knowledge creation is a powerful tool for agent retention and cultural change. - The reality of implementing KCS (Knowledge Centered Service) and how to get executive buy-in. - Why a support agent's job is to create a lasting improvement, not just close tickets. Joel Sandi is the Director of Self-Service and Content Strategy at Outreach, where he leads the transformation of technical data into seamless customer journeys. With a background in journalism and strategic support roles at 8x8, Joel is an expert in architecting unified support portals that deliver high-impact ROI and ticket deflection. -- Want an AI support agent that is insanely reliable without all the setup headaches? Save time and delight customers with Helpfeel's done-for-you deployment and seamless VoC-based optimization. Join 625 leading businesses using Helpfeel to boost margin. Learn more: https://en.helpfeel.com

CX Heroes #45 - Alex Schaeffer

The CX Files has a new name: CX Heroes. Learn in this episode: * Why AI tools should be managed with the same rigor as a BPO partner. * The importance of a neutral arbiter to audit AI performance and quality. * How to identify which customer use cases are ready for AI and which require a human touch. * Why most AI implementations fail due to vertical silos rather than technical issues. Alex Schaeffer is a veteran CX executive with two decades of experience driving global transformation. Having held leadership roles at Ford Motor Company and serving as VP of Customer Experience at Avis Budget Group, Alex specializes in connecting operational data with real-world customer outcomes. -- Want an AI support agent that outperforms? And want it deployed and optimized, ready to go for you, without the setup headaches? Save time and delight customers with Helpfeel's self-service AI agents with done-for-you VoC-based optimization. Join 625 leading businesses using Helpfeel to boost margin. Learn more: https://en.helpfeel.com [https://en.helpfeel.com/]

The CX Files #44 - Michelle Wideman

Learn in this episode: * Why CSMs stay silent on churn risk in strategic accounts and what is actually driving that silence. * How to build executive relationships with customers before there is a problem to solve. * Why bringing CS into the final sales meeting is the one move that changes how customers feel about choosing you. * How Silverfort uses AI sentiment monitoring across Gong, Zendesk, and email to surface churn signals before they reach the renewal conversation. * Why one AI voice agent demo made a three-time CCO draw a hard line around customer-facing deployment. Michelle Wideman is the Chief Customer Officer at Silverfort and a three-time CCO, previously at Dell Boomi and Oona. She built her career on the sales side before transitioning into customer success leadership and has spent the last several years running CS and support for organizations in hypergrowth. She is known for turning CS teams that feel like an afterthought into functions that win company-wide recognition. – Want AI self-service without AI headaches? Save time and delight customers with Helpfeel's done-for-you deployment and seamless VoC-based optimization for Chat, Search, and Knowledge. Join 625 leading businesses using Helpfeel to boost margin. Learn more: https://en.helpfeel.com [https://en.helpfeel.com]

The CX Files #43 - Kimberly Wyman

Learn in this episode: - Why mapping the happy path is the biggest mistake in CX design. - How to identify break points in a customer journey before they cause a crisis. - The secret to building executive trust by presenting mitigation plans upfront. - Practical ways to shift your team from building processes to building experiences. - How T-Mobile uses AI to translate complex engineer-speak into human-friendly support. Kimberly Wyman is the Vice President and Strategic Advisor at T-Mobile for Business. With over 20 years of experience leading global organizations, she has mastered the art of empowering frontline teams and scalable customer operations. -- Want AI support that's insanely reliable without the usual setup time and operation overhead? Save time and delight customers with Helpfeel's done-for-you deployment and seamless VoC-based optimization. Join 625 leading businesses using Helpfeel to boost margin. Learn more: https://en.helpfeel.com