Hosted by Ben Foden · 🇺🇸 US · EN-US · 50 episodes
Established thought leaders with verified media credentials.
(Previously "The CX Files"). Leaders sharing what works in AI, KM, Process, and Teams. Brought to you by Helpfeel.
Ben Foden hosts CX Heroes, a business show with 50 episodes published.
Learn in this episode: Why CX maturity means knowing your starting point instead of copying another company's playbook Why everything in support can be automated, and why that is the wrong goal to chase The one customer
Learn in this episode: Why customers can't be fully honest with a sales rep who carries a quota, and who they open up to instead.How Brian built an entire chief customer officer program with ChatGPT before he ran a singl
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 ado
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
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. - T
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 w
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 bringin
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 presen
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 presen
Learn in this episode: - How to launch a new sub-brand to shift customer perception without losing legacy trust. - The process for mapping a 70-year-old customer journey to find hidden friction points. - Why shifting fro
Learn in this episode: Naisan's secret sauce: Using emotional empathy as a business heuristic to align CX, product, and finance teams.Why understanding the emotional angle of a customer journey leads to better business d
Learn in this episode: How the role of CX is shifting from ticket closure toward data curation and strategic storytelling.Why learning a little code might be the highest-leverage thing a CX leader can do right now.What t
Learn in this episode: How internal company culture directly impacts customer retention.Why asking difficult questions early is better than a surprise at renewal.The way Culture Amp uses the clear is kind philosophy to m
Learn in this episode: Why clean data is the only foundation for a successful AI rollout.The jewelry store effect and why AI looks different in a demo than in production.How to use AI for real-time sentiment analysis to
Learn in this episode: - Why unclear expectations cause AI deployments to fail to reach CX goals. - The importance of implementing technology within a specific business context and use case - How to view AI as a tool for
Learn in this episode: Why the lump of labor fallacy is fueling unnecessary fear around AI.How to shift your perspective from cost-saving to value-creation in support.The difference between official employment stats and
Learn in this episode: Why the term deflection rate is actually harmful to long-term brand health.How to replace biased, low-response surveys with AI-driven sentiment analysis.The shift from reactive support to proactive
Learn in this episode: Why AI is a tool for agility rather than just a replacement for headcount.How to transition junior associates into AI maintenance and optimization roles.The reality of implementing AI and the hidde
Learn in this episode: - The math of margin: How to keep your support team at 15 people while your sales volume doubles. - The Dog Food shampoo story: A real-world example of why AI still fails at complex human nuance. -
Learn in this episode: - Why AI is often a "hindrance" rather than a "help" in customer workflows. - How to build and train internal AI agents (like Software’s Coralline) on brand voice. - The specific tasks AI is great
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CX Heroes is hosted by Ben Foden. The show is categorised under business (management) and has published 50 episodes.
CX Heroes has published 50 episodes.
CX Heroes regularly covers business, management. It sits in the business category, with a management focus.
CX Heroes is accessible for guests with genuine business expertise. A personalised, episode-aware pitch will still outperform a generic one every time.
CX Heroes hasn't explicitly signalled guest openness in recent episodes. That doesn't rule out pitching. your hook just needs to be especially compelling and relevant to their recent content.
Episodes of CX Heroes average 38 minutes. a focused format where a clear narrative arc and tight preparation matter most.
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