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Hosted by Level AI · 🇺🇸 US · EN · 23 episodes
Established thought leaders with verified media credentials.
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.
Level AI hosts CX Innovators, a technology show with 23 episodes published.
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 positive interaction makes customers spend again. She walks R
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 can audit the account and explain what happened. As more gets
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 Customer Success at Vimeo , has worked through five acquisition
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 slept. Now as VP of Customer Experience at GameChanger, he's app
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 costing companies on both ends — and she's spent her career m
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 Consulting, Research and Analytics at Datamatics, he has worked acr
Brock Thompson spent 22 years in digital insurance and financial services, starting as a call center agent and eventually becoming VP of Customer Fulfillment at LendingTree, where he oversees inbound and outbound calls,
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 Ashley Furniture. He moved ticket resolution from nine days to eig
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 rebuilding foundational infrastructure first—workforce manag
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 before deploying any technology: "What's in it for them?" This
David Melendez process-mapped Instructure's entire onboarding flow and realized they were operationally optimized for the wrong outcome: getting customers keys to their purchase rather than setting them up to renew. The
Implementing conversational AI revealed an unexpected fault line in their customer base for Laura Turner, Head of CX at S&S Activewear. Despite assumptions about how different customer segments would respond to automatio
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 before purchasing behavior changes, then adjusts supply forecasts
Most enterprise CX leaders assume you need a CRM to manage customer relationships at scale. Aurelia Pollet, Director of Customer Experience at CarParts.com, shares a different perspective. Her team handles 43 million ann
What happens when a telecommunications reseller transforms into a cloud contact center pioneer? Paul Jarman, Founder and ex-CEO at NiceInContact navigated six major technology waves, from premise to cloud, single-tenant
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 that traditional automation couldn't solve, forcing them to ret
Shantanu Das, General Manager & Global Head of Customer Service, Primary Sales, and Scam Prevention at Wayfair, manages one of the largest customer service operations in e-commerce — a 3,000-person global team at Wayfair
Managing millions of daily customer interactions at AT&T, Head of Retail Technology, Contact Center Platforms, GenAI Product & Engineering Deepak Sharma, has learned that successful AI transformation requires building AI
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 Center Operations at QuinStreet, tells Ashish how they developed
As AI automation grows in customer experience, the most forward-thinking organizations aren't replacing humans, they're redefining how humans and AI work together. In this insightful conversation with David DeMarco, SVP
Deepak Sharma
Head of Retail Technology, Contact Center Platforms, GenAI Product & Engineering · Bates College
1 appearance on this show
Eir Welch
Kobie Marketing
1 appearance on this show
Leana Hart
Axon
1 appearance on this show
Vishal Anam
Datamatics
1 appearance on this show
Brock Thompson
LendingTree
1 appearance on this show
Zach Greco
Floor & Decor
1 appearance on this show
David Melendez
Instructure
1 appearance on this show
Laura Turner
S&S Activewear
1 appearance on this show
Aurelia Pollet
CarParts.com
1 appearance on this show
Paul Jarman
NiceInContact
1 appearance on this show
Emma Auscher
Notion
1 appearance on this show
Shantanu Das
Wayfair
1 appearance on this show
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CX Innovators is hosted by Level AI. The show is categorised under technology and has published 23 episodes.
CX Innovators has published 23 episodes.
CX Innovators regularly covers technology. It sits in the technology category.
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