CX Innovators

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.

CX Innovators is a technology podcast hosted by Level AI, with 23 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.

Level AI hosts CX Innovators, a technology show with 23 episodes published.

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  CX Innovators

  Why we stopped tracking average handle time | Eir Welch, Kobie Marketing

  Jul 9, 202635 min

  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 Rob Dague through condensing a tangled knowledge base under a Microsoft Copilot bot, turning QA reviewers into auditors of AI evaluations, and using Six Sigma fishbone diagrams to find what really breaks the agent experience. Her Stevie Award winning team treats AI adoption as a culture shift rather than a process rollout. Topics discussed: Why average handle time is the wrong metric to monitor Tracking positive interactions as a predictor of customer spend Putting a Microsoft Copilot bot over the knowledge base Turning QA reviewers into auditors of AI evaluations Teaching new hires to prompt engineer from day one Using Six Sigma fishbone diagrams to find root causes Changing the cost center mindset around contact centers Why human connection becomes more valuable as AI grow Listen to more episodes: Apple Spotify YouTube

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  CX Innovators

  A litmus test for what to automate and what stays human

  Jun 25, 202645 min

  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 automated, the calls that remain demand sharper, more knowledgeable agents. Jose, Director of Customer Service at Curacao , tells Rob Dwyer how mirroring a frustrated caller's words almost verbatim softens their tone, why a hands-on training week builds agent confidence, and how explaining the why behind every change earns real buy-in. Topics discussed: Mirroring a caller's words to de-escalate emotion A litmus test for what to automate A hands-on training week before agents hit the floor Explaining the why to build accountability without fear Why service agents now act as account investigators Delegating instead of trying to be an atlas Giving teams room to make mistakes safely Building credit access for underserved retail customers Listen to more episodes: Apple Spotify YouTube

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  CX Innovators

  Why deflection is the wrong metric for AI in customer success

  Jun 11, 202640 min

  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 acquisitions. She explains what always breaks in customer success during a merger, and why customers do not care that you just got acquired. She makes the case for customer success as a revenue engine, why deflection makes her stomach turn, and how repurposing people the way IKEA did turns automation into new revenue. Let AI handle the slog, she says, but never outsource your brain. Topics discussed: Why deflection is the wrong customer success metric What always breaks in customer success during acquisitions Treating customer success as a revenue engine, not cost Using AI to unify disparate customer data systems The three tests every AI tool must pass Repurposing specialized people into new revenue, like IKEA Writing playbooks for 80%, leaving 20% for nuance Resourcing AI adoption with an internal enablement specialist

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  CX Innovators

  Why outages might actually be your biggest CX opportunity

  May 28, 202637 minS0

  <p>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 applying those same instincts to a completely different emotional context: parents trying to capture their kids' first home run. The contrast makes for one of the more grounded and honest conversations about what it actually takes to build CX operations that hold up when things go sideways.</p><p>One of the sharpest observations in this episode: some of his highest CSAT...

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  CX Innovators

  Why CS Playbooks Are Failing Your Team

  May 14, 202635 minS0

  <p>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 managing the full spectrum, from SMB through Fortune 500 enterprise, to prove it.</p><p>In this episode, Leana gets specific: the account tiering logic she actually uses, why she thinks the playbook-first approach backfires, and the question she teaches her team to ask customers that surfaces renewal risk faster than any health score.</p><p>Topics discussed:</p><p>Why ARR-based segmentation misses influential sm...

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