The CX Files

Ben Foden
  • 0.0 (0)
  • MANAGEMENT
  • UPDATED WEEKLY

Investigating the mysteries and sharing the secrets of great customer experience with industry leaders that have seen it and done it.

  1. 1 DAY AGO

    The CX Files #28 - Dayv Wilson-Widdecombe

    Learn in this episode: - The 3 Rs and 4 Es framework for modern customer experience. - Why why we should use  the word "human" instead of "customer" - How to transition from content to art in your support and marketing interactions. - Strategies for breaking down departmental silos to create a symbiotic brand ecosystem. - How Dayv’s background as a professional BMX athlete shaped his unbiased, empathetic approach to CX. Dayv Wilson-Widdecombe is the Account Director of Customer Experience at GSD&M. With over 20 years of experience across creative, operations, and account management, Dayv has built customer journeys reaching over 15 million people annually for some of the world's most iconic brands. He is a specialist in cross-functional team leadership and emotional brand alignment. Give your customers AI self-service with 95% first response accuracy. Your team gets optimal results and gains time with VoC and knowledge-based improvement that's done for you. Visit https://helpfeel.com/en-us to learn more. --- 575+ leading businesses choose Helpfeel for a 50% reduction in tickets over their existing AI self-service vendor while increasing lifetime value and generating average of 2.5X ROI. You can save dozens of hours per month on the most painful parts of AI self-service with Helpfeel. Your whole org and customer base can be doing more valuable activities with our new breed of AI Agents, Search, and Knowledge Base with hands-on optimization service included.  Learn more, book a demo, or watch a 2 minute video: https://www.helpfeel.com/en/

    28 min

  2. 18/12/2025

    The CX Files #27 - Jen Weaver

    Explore the rapid evolution of the customer support career path at all levels and the future of these roles in the context of AI adoption. -- Jen Weaver has 10+ years of experience in SaaS Customer Support and Success. She was the second support hire at YNAB (You Need A Budget), helping scale the team to over 70 people. She is currently a Customer Success Manager at On-Ramp, a podcast host, and curator of CX podcasts. -- Jen discusses the critical transition of focus from support (reactive, costly) to success (proactive, profitable) even for B2C. We get into the operational challenges of implementing AI, why your knowledge base is now your most valuable asset, and how to evolve your career in a changing landscape. What we cover: ☞ The difference between "Job Skills" (answering tickets) vs. "Career Skills" (politics and strategy). ☞ Why the line between Support and Success is blurring for B2B companies. ☞ The "AI Babysitter": A new essential role for support teams. ☞ How to manage the transition from human-first to AI-first without losing the artisanal touch. ☞ Practical advice for evaluating new tools (and avoiding sales fluff). This episode is also available on Youtube: https://youtu.be/Q4qxWO7bgFw We need your help: Like and subscribe for more videos like this.  --- You can save dozens of hours per month on the painful part of delivering reliable AI self-service with Helpfeel. Your whole org and customer base could be doing more valuable activities with our platform that has expert optimization included.  550+ Helpfeel business customers see ~50% reduction in tickets over their existing vendor plus increased lifetime value that results in 2.5X annual ROI on average. Book a demo now or watch a 2-minute video: https://www.helpfeel.com/en/ -- #CX #AI #CustomerService #leadership #knowledgemanagement #2026

    43 min

  3. 12/12/2025

    The CX Files #26 - Chris Love

    Is your support team drowning in tools? In this episode of The CX Files, we sit down with Chris Love, Director of Business Operations at Run Pod. With a background spanning VMware to Frontier Airlines, Chris is an expert at scaling support operations without losing the human touch. He helped drive 200% revenue growth at Run Pod by focusing on scalable operational frameworks. In this episode, we cover: - The shocking cost of tool bloat (and how to fix it). - The "Doorman vs. Doormat" analogy: How to balance AI automation with white-glove human service. - Why most AI pilots fail because of bad documentation. - The one question every Support Director needs to ask their frontline agents today. If you are a CX leader trying to justify budget or streamline your operations, this conversation is for you. --- Save your team a dozen hours per month on the tedious part of getting rock-solid AI chat and search. Your whole org and customer base could be spending time on valuable core work. 550+ Helpfeel business customers saw a 50% reduction in tickets over their existing vendor and measured an average 2.5X return on investment. Learn more: https://www.helpfeel.com/en/helpfeel-ai #CX #AI #CustomerService #leadership #toolbloat

    56 min

  4. 03/12/2025

    The CX Files #25 - Martin Hobratschk

    Is your AI strategy failing because your Knowledge Management strategy doesn't exist? In this episode, you will learn: - The operational differences between Apple's siloed culture and Google's open information architecture. - Real-world case studies: Reducing onboarding time from 16 weeks to a fraction of that time. - The vital distinction between "Just in Case" training and "Just in Time" knowledge. - How to structure your data (H2s, Q&A pairs) so both AI bots and humans can actually understand it. - How to overcome internal resistance by answering "What's In It For Me?" for your frontline agents. In this episode of The CX Files, we are joined by Martin Hobratschk, CEO of Cognita Knowledge Management. With 25 years of experience leading teams at giants like Apple, Google Nest, and IBM, Martin breaks down exactly why Knowledge Management (KM) is the critical foundation of modern customer experience results. --- Save your team dozens of hours per month on the tagging, tweaking, and tuning of results: the tedious part of getting rock-solid search and chat. Your whole org and customer base can now spend way more time on core work. 550+ Helpfeel business customers saw a 50% improvement over their existing vendor and got an average 2.5X return on investment. Learn more: https://www.helpfeel.com/en/helpfeel-ai #CX #AI #CustomerService #leadership

    41 min

  5. 01/12/2025

    The CX Files #24 - Darryl Heffline

    Learn in this episode: - Real-world tactics to take a product line from $6M to $150M using customer feedback. - The Tip of the Spear concept and why frontline support has the most valuable market intel. - How to confidently bring bad news to the C-Suite without fear of backlash. - A 5-step framework for building a compelling case for change within your organization. - How to avoid burnout by aligning with a company culture that values transparency. Darryl Heffline is the CEO of Glasfloss Industries and an expert in operations and organizational change. With over 40 years of experience across transportation, aerospace, and logistics, Darryl has led 30+ major initiatives resulting in tens of millions in revenue. He is also the author of "Shifting Gears in the Crossroads," a guide to navigating personal and professional disruption. ----- Is your knowledge base ready for AI? Is your AI set up to find and use your knowledge base reliably?  We help your customers solve their own needs with delight, instantly. Customers see a 50% improvement over their existing vendor and 2.5X return on investment.  Learn more: https://www.helpfeel.com/en/helpfeel-ai #CX #AI #CustomerService #leadership

    42 min

  6. 21/11/2025

    The CX Files #23 - Gina Williams

    Learn in this video: The "Tamagotchi" AI Philosophy: Why treating your AI like a digital pet is the key to winning results. - How to turn a "Me + 3" headcount constraint into your biggest competitive advantage. - Why turning phone support back ON actually increased efficiency (despite being 60% of volume). - How to empower agents to think like business owners and resolve issues without constant escalation. Gina Williams is the Director of Customer Experience at Midland Radio Corporation. With a background spanning retail, tech, and geospatial industries, Gina calls herself the "accidental businesswoman." She is an expert in leading lean, high-performing teams and leveraging data storytelling to earn CX a seat at the revenue table. ----- Is your knowledge base ready for AI? Is your AI set up to find and use your knowledge base reliably?  We help your customers solve their own needs with delight, instantly. Customers see a 50% improvement over their existing vendor and 2.5X return on investment.  Visit https://www.helpfeel.com/en/helpfeel-ai to learn more.

    46 min

  7. 18/11/2025

    The CX Files #22 - Leslie O'Flahavan

    Your Knowledge Base is probably bloated. In this episode, we're fixing it. Learn in this video: - The "outta my cold dead hands" mentality that's killing your KB. - How an airline's 7-year-old volcano article explains all your CX problems. - 5 specific prompts you can give Generative AI to fix bad KB articles instantly. - How GenAI will actually save jobs for agents with high-empathy and expertise but lower writing skill. --- About Leslie --- Leslie O'Flahavan is the principal and owner of E-Write where she teaches people to write well for online readers. She has done trainings and consultation for organizations including Geico, SallieMae, National Institutes of Health. Over 750,000 people have taken one of her six LinkedIn learning courses. ----- Give your customers AI self-service with 95% first response accuracy. Your team gets optimal results and gains time with VoC and knowledge based improvement that's done for you. Visit https://helpfeel.com/en-us to learn more.   #CX #CXai #customerexperience #customersupport #customersuccess #podcast #businesspodcast #hashtagsarefun

    49 min

  8. 07/10/2025

    The CX Files #21 - Stacy Justino

    How do you NOT prove the ROI of your customer support team? By not speaking the language of the finance department (management's best friend). Recently I talked with Stacy Justino, Product Support Manager at Petdesk and she explained exactly how to get from cost center to value driver for the entire business. In this episode Stacy breaks down: The one skill to look for when hiring in a world flooded with AIHow you can turn L1 / Frontline staff into influence for your product/service  roadmap How knowledge management culture at your team drives AI and self-service results.Stacy Justino is a veteran support leader with years of experience at companies like PetDesk, Wistia and as a mentor in the Support Driven community. She is also an expert in leveraging new technology and building high-impact support teams. ----- Search "Helpfeel EN" on Google to learn how your business can solve self-service in 30 days with Helpfeel's customer support AI platform and managed AI optimization service. #CX #CXai #customerexperience #customersupport #leadership #podcast #businesspodcast

    40 min
See All (28)

About

Investigating the mysteries and sharing the secrets of great customer experience with industry leaders that have seen it and done it.

Information

  • Creator
    Ben Foden
  • Years Active
    2024 - 2026
  • Episodes
    28
  • Rating
    Explicit
  • Copyright
    © 2026 Helpfeel
  • Show Website
    The CX Files