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The 3-action formula that predicts above-average customer retention | David Melendez
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…
S&S Activewear’s Laura Turner on Technology Adoption without Perfect Data Infrastructure
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…
The birthday gift test: How to measure if your AI personalization actually knows customers
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…
How CarParts.com Serves 43 Million Customers: Why Traditional System Integration May Become Obsolete
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…
NICE inContact’s Founder and ex-CEO Paul Jarman on Micro-Understanding for Technology Leadership
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…
Notion's Emma Auscher on Creating "Everyday Luxury" AI Experiences
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…
Wayfair's Shantanu Das on Three Key AI Value-Creation Modes
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…
AT&T's Deepak Sharma on Why AI That Feels Like Magic Is AI That Works
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…
QuinStreet’s Tyler Orrell on Challenging “Upper Right Quadrant” Thinking
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…
Carta’s David DeMarco on Preserving Human Touch for High-Stakes Financial CX
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…
Wayfair’s Prasanna Chand on Using AI to Predict Customer Satisfaction
When only 20-25% of customers complete satisfaction surveys — and even those are primarily negative experiences — how can you truly understand your entire customer base? In this episode of AI CX…
AI Adoption in CX Teams with Andy Yasutake, Leader at Edgevana, ex-AirBnB, LinkedIn, & eBay
AI isn't replacing humans in customer experience — it's transforming them. In our very first episode of AI CX Innovators, Ashish Nagar, Founder & CEO of Level AI, dives deep with inaugural guest…
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AI CX Innovators has published 12 episodes since March 2025, covering topics in Technology.
AI CX Innovators is currently active with new episodes monthly. Average episode length is 29m.
