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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. Wh…
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 …
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…
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 executi…
Learn in this episode:- How RJ Young structures three specialized support teams across 30 products to hit 95 NPS- Why most AI vendor pitches fail Amanda's one-question filter- How to build the internal case for AI adoption when your C-suite is getting pitched directly- What Agent Assist looks …
Sanggahan: Podcast dan karya seni yang disematkan pada halaman ini berasal dari Ben Foden, yang merupakan milik pemiliknya dan tidak berafiliasi atau didukung oleh Listen Notes, Inc.