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 25 episodes on record and a Required Pod Score of 80.

Level AI hosts CX Innovators, a technology show with 25 episodes published.

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  CX Innovators

  Why your capacity problem probably isn't a hiring problem | Matthew Hanrahan, Kin Insurance

  Sep 17, 202639 min

  Numbers tell you how often something happens. They can't tell you how a customer feels on the other side of the desk. Matthew Hanrahan , Senior Director, Shared Services at Kin Insurance , brought a banking operations background into CX, where measurement discipline and control frameworks are enforced rather than left optional. Matthew walks Rob through the efficiency ladder that sorts customer-facing work from invisible work, why right beats fast, and the staffing mistake that taught him to hire for what is hardest to teach and train the rest. Topics discussed: Bringing banking measurement discipline into customer experience operations Why contacts per hour measures inbound work only The efficiency ladder for customer-facing versus invisible work Treating handle time as a diagnostic, not a target Triaging queues to stop compounding failures during volume spikes Fixing the system instead of hiring into it Building a leadership rotational program over external hires Communicating with product and finance in ROI terms Listen to more episodes: Apple Spotify YouTube

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  CX Innovators

  Openly's Tim Kyse on deploying AI in a regulated industry without losing the human touch

  Sep 3, 202635 min

  Openly runs high 90s CSAT and 99% chat acceptance by keeping AI away from customers and behind the scenes. Tim Kyse , VP of Customer Experience at Openly, calls this experts talking to experts, where licensed professionals serve agents while AI strips administrative burden so those experts never burn out. He traces the approach from stadium ad screens to scaling ClickPay through a $220M acquisition, and argues support is a company's real-time market research engine. His CX foundation holds steady, people, process, technology, and trust that takes years to build and seconds to break. Topics discussed: Keeping AI behind the scenes to protect human agents Running high 90s CSAT with licensed insurance experts Reframing support from cost center to revenue engine Building forecasting models to scale through demand peaks Protecting customer experience through mergers and acquisitions People, process, and technology as his three CX pillars Why trust decides who wins the AI era Leadership lessons from coaching youth sports teams Listen to more episodes: Apple Spotify YouTube

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  CX Innovators

  ChargePoint's Matthew Medina on realizing the contact center model was backwards

  Aug 20, 202627 min

  Matthew Medina ran a multi-site contact center operation and realized the entire model was backwards. The team was answering contacts efficiently, but actual customer questions were escaping unresolved. Flipping to a knowledge management approach cut contacts in half and sent CSAT through the roof. Matthew, Director of Customer Success at ChargePoint , tells Rob how he built CX organizations from scratch, drove nine figures in expansion revenue without a sales quota, and why he dedicates team meetings to hands-on AI experimentation. Topics discussed: Why process mapping must come before your first hire Why your first hires should have entrepreneurial backgrounds Driving nine-figure expansion revenue without a sales quota Building a custom Customer360 from disparate data systems Flipping the contact center into a knowledge management center Supporting physical products with the "double ticket" model Using AI health scores to spot churn risk early Scheduling team "recess" for hands-on AI experimentation Listen to more episodes: Apple Spotify YouTube

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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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