HeyJaredCX 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.
- Indexed episodes, last 90 days
- 5
- Latest publication
- Sep 17, 2026
- Audience
- Checking…
- Earliest in this view
- Jul 9, 2026
Latest episodes
Why your capacity problem probably isn't a hiring problem | Matthew Hanrahan, Kin Insurance (opens the original)
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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 hir
Openly's Tim Kyse on deploying AI in a regulated industry without losing the human touch (opens the original)
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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 stead
ChargePoint's Matthew Medina on realizing the contact center model was backwards (opens the original)
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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 me
The skill set inventory that rebuilds teams on capability over ratings | Matt Ferguson, Mitel (opens the original)
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Matt Ferguson built a skill set inventory that makes workforce decisions on capability rather than performance ratings. He scores every skill from 0 to 100 percent, hides the names, then rebuilds the org from the skill counts up. Matt, VP of Global Customer Service and Product Support at Mitel , shows Rob how that framework forecasts productivity, guides relocations, and exposes the inverted triangle that traps high talent with no room to grow. He also explains why deflection quietly costs your
Why we stopped tracking average handle time | Eir Welch, Kobie Marketing (opens the original)
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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 c
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