CX Heroes

(Previously "The CX Files"). Leaders sharing what works in AI, KM, Process, and Teams. Brought to you by Helpfeel.

CX Heroes is a business podcast hosted by Ben Foden, with 53 episodes on record and a Required Pod Score of 80. PitchCentric scores this show on Booking Probability, Listen Score, and live audience signals refreshed every 24 hours.

Ben Foden hosts CX Heroes, a business show with 53 episodes published.

Our AI reads these to draft pitches. Use them as grounding for a pitch that cites a real guest and a specific topic.

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  CX Heroes

  Why Your CFO Ignores Your NPS Score with Sue Duris | CX Heroes #53

  Aug 10, 20261 hour

  Learn in this episode: Why your team gets looked at as a cost center, and how to grow beyond that framing How presenting the same metrics in a new way drives action from the CFO, COO, or CRO Why you should never send an NPS survey right after a support ticket How to build internal trust from the bottom up before you pitch the executive suite Why the buyer moving upstream to the CFO is good news for CX leaders Sue Duris, MBA, CCXP, is founder and principal consultant at M4 Communications, a CX business transformation and marketing strategy consultancy. Across a 30-plus year career she has built CX programs from the ground up in telecom at WorldCom and professional services at Resources Global Professionals, and served as head of stakeholder experience at the Principles for Responsible Investment, a UN-backed responsible investment body, where she built a signatory experience program in the ESG space. She has been quoted in Forbes, The Times, and The Sun, and writes for CX Network. -- Want an AI support agent that's insanely reliable without 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

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  Episode #52

  Why you must deliver on your brand promise | CX Heroes #52 - Melanie Virreira

  Jul 21, 202641 minS1

  Learn in this episode: Why packaging isn't your brand, and what actually earns customer trust The one broken promise that can cost you a B2B account How to turn a routine supplier meeting into a shared solution by asking for a challenge statement Why manufacturing put off connecting its CRM and ERP systems for years, and how AI is finally making the cleanup worth doing Melanie Edwards Virreira is a brand and go-to-market strategist in the packaging industry. She has led marketing and strategy at Resource Label Group and at Ball Corporation across North and Central America, with earlier international roles at MCC Label. She describes herself as a strategist disguised as a marketer, a creative with a production brain. -- Want an AI support agent that's reliable without setup and tuning headaches? Save time and delight customers with Helpfeel's done-for-you deployment and continuous VoC-based optimization. Join 625+ businesses using Helpfeel, with a 99% renewal rate, to boost margins. Learn more: https://en.helpfeel.com

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  Episode #51

  CX Heroes #51 - Elise Jeanmaire

  Jul 7, 202639 minS1

  Learn in this episode: Why shipping the AI first draft quietly hands over your company's voice How a fiction writer's approach to revision applies to support content Why rereading and editing AI drafts is how you actually learn your business The skill-based routing decision that burned out her best agents in three months Which traditional CX metrics Elise thinks are fading, and what she watches instead Why she tests every AI model on her own agents before it ever reaches a customer Elise Jeanmaire is a COPC-certified CX leader with 18 years of experience setting enterprise support strategy around retention, advocacy and lifetime value. She is Program Manager of Customer Experience, Loyalty Technology and Retention at SimpliSafe, and has built and scaled support organizations at Dutchie, SeatGeek, Sonos, Reebok and Nestle. ____ Want an AI support agent that is insanely reliable without 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

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  Episode #50

  CX Heroes #50 - Tim Thijsse

  Jun 23, 202630 minS1

  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 moment Tim says should never go to a chatbot How to decide which interactions earn a human before you automate the rest How Tim closed a feedback loop that had been trapped in a spreadsheet for years Tim Thijsse (pronounced thigh suh) is a UX and customer experience strategist operating from the Digital Experience Collective and the author of Maturing in Customer Experience Optimization. A top 50 CX leader in 2025 and 2026, he has led digital optimization programs for brands like Heineken and E.ON, and today delivers CX trainings, talks, and workshops. -- Want an AI support agent that is insanely reliable without setup headaches? Save time and delight customers with done-for-you deployment and VoC-driven knowledge updates. Join 625 leading businesses using Helpfeel to boost margin. Learn more: https://en.helpfeel.com

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  CX Heroes

  CX Heroes #49 - Brian Porter

  Jun 9, 202645 minS0

  <p>Learn in this episode:</p>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 single meeting.The one rule that decides whether an executive ever gives you a second meeting.What 60 no-agenda conversations surfaced that three years of dinners and ballgames never did.Why a handwritten note still outperforms every digital follow-up at the executive level.<p><b>Brian Porter is the Chief Customer Officer at Ernest</b>, where he has helped...

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