KODIF

Laser focused on ensuring the smooth onboarding and continued relationships with Kodif customers and building strong partnerships with leaders in their respective verticals.

VP of Partner Success and Solutions

CSCX

Use my diverse experiences to deliver impactful advice, content, and solution implementations for software and e-commerce businesses, and CX leaders.
 - Advise on topics such as ROI, go-to-market, user experience, and driving customer value
 - Implementation partners with six CX tools and deliver on efficient solutions
 - Author, podcast host and guest, conference speaker on CX topics.

CX Consultant

Supported Content

- Writing Support, Success and Customer Experience Thought Leadership pieces for various customer-facing software companies
- Portfolio found http://stoss.ca

Freelance Writer

TheLoops

Customer Experience Advisor

PartnerHero

- Swiftly built a high margin, managed service business focused on tool consultations, auditing, implementation, and maintenance
- Created implementation partnerships with companies in the CX AI tool space
- Designed processes for all aspects of service delivery: onboarding, auditing, status reports, etc.

Director of CX Transformation

- Advised companies on Customer Experience best practices for tooling, team structure, and KPIs
- Expertly and effectively resolved partner escalations involving leadership or performance issues, with a focus on maintaining trust and building sustainable solutions.
- Practiced contract maintenance and negotiations around cost model proposals and meeting SLAs

Senior Operations Manager

Nicereply

Host of regular Podcast interviewing Customer Support and Success Leaders from around the world to share insightful ways you can improve your practices - https://open.spotify.com/show/4hbNd90szanop0HqPuBize

Podcast Host

Shopify

Senior Lead of Escalated Support

Arctic Wolf Networks

- Promptly handled critical security escalations averaging response SLAs of  <5 minutes
- Strengthened relationships between service delivery teams, R&D and Product Management

Director of Support

Bonfire Interactive

- Improved process, implemented tooling and added automation resulting in a 60% increase in capacity per support representative
- Initiated programs that led to > 2x the public help content and documentation available and > 3x the number of knowledge center searches leading to case deflection
- Built collaborative processes with Engineering, Marketing and Success to drive actions from customer feedback and product improvements
- Started a user feedback program to monitor categorize and assign action ownership for all incoming feedback on the product or service provided
- Created 24-hour premium support offering and expanded support coverage hours to meet customer needs

Manager, Client Support

Vidyard

- Planned and implemented an outsourced support strategy leading to best-in-class customer resolutions times outside of EST hours
 - Initiated scalable and repeatable processes to increase customer satisfaction and net promoter score, and set record lows with issue response and resolution times 
 - Introduced programs to increase knowledgebase content by 300%, and article reads by 20x, resulting in ~25% case deflection
 - Launched co-op student program to deliver cost effective support and develop future talent

Technical Support Manager

Director of CX Transformation Delivery at Partnerhero, Writer, Software Advisor, Consultant

Passionate Customer Experience professional who truly believes that businesses who focus on CX will be the leaders in their industries in the next decade.  The future of CX is in understanding the value provided to your customers and delivering that through a frictionless combination of people and technology.

Over 20+ years of customer-facing experience, working with customers in 30+ countries, I have developed a diverse understanding of cultural expectations and business processes.  My goal is to deliver innovative ideas to a wide audience through writing, podcasting and leading exceptional customer-facing teams with impactful organizations.

Every time I attend an ElevateCX event, I’m reminded that the best part of customer experience isn’t the tools, it’s the people. 

Last Friday in New York was no exception. Speaking with and sharing the stage with Sarah Hatter, Erica Clayton, Matt Dale, Mercer Smith, Angel Funes, Dennis R. Mortensen, Sam Chandler, Amiee Twigg, Jennifer Villalba, Fran Brzyski, Kristi Ernst Thompson, and Henry Dunn was an honor.

What stood out most to me was the willingness to share what really works and what doesn’t, and the reminder that CX leadership is as much about empathy and iteration as it is about metrics and automation.

To everyone who came, connected, and made it special, thank you. And to those who couldn’t make it, I can’t recommend this community enough!

#ElevateCX #CustomerExperience #CXLeadership #Community #Automation #KODIF

Craig Stoss

VP of Solutions at Kodif, Content Creator and Speaker.

Over the past few days, I’ve seen countless posts, videos, and TikToks from tourists in Jamaica frustrated after Hurricane Melissa. Complaints about hotels charging nightly, limited food options, no power, and reduced amenities.

I get it. When you’re paying for a vacation, you expect comfort and care. 

But let’s be real for a second. Jamaica just experienced a devastating natural disaster. Infrastructure is damaged. Supply chains are broken. Staff are worried about their own homes and families.

Expecting full buffets, daily cleaning, or unlimited cocktails while the country is still reeling from a hurricane isn’t a “CX failure.” It’s a reminder that sometimes empathy has to flow both ways.

Customer experience isn’t just about how companies treat customers, it’s also about how customers show up in moments of crisis. There’s a difference between being disappointed and being entitled.

To the travelers who are safe and sound right now, maybe take a breath before posting that angry review. And to the hospitality workers doing their best in impossible circumstances, you’re the real definition of service under pressure.

Sometimes the best “experience” we can give or receive is grace.

There’s a fascinating thought experiment in philosophy called The Vampire Problem.

It goes like this: you’re having tea with someone who reveals they’re a vampire. They offer to turn you into one, painlessly, right there and then. It’s a permanent, transformative decision made without you possibly understanding fully what it feels like to be a vampire.

We actually make decisions like this all the time: having children, changing careers, starting a company. You can read all the books and talk to all the people, but you’ll never really know what it’s like until you’re living it.

And right now, I think that’s exactly where we are in AI and Customer Experience.

Everyone’s looking around, copying what others are doing, and "doing AI" because a boss told them to. And while that might feel responsible, it’s not how breakthroughs happen.

One proposed “solution” to the Vampire Problem is to follow your curiosity: make the choice that excites you to explore, even if you don’t have all the answers yet.

That’s the mindset CX leaders and AI vendors need right now.

If you’re building AI software: stop waiting to see what works for someone else. Build something that might be uncomfortable but pushes boundaries.

If you’re buying or implementing: accept that no tool will be a silver bullet. But if it helps you learn, experiment, and move forward, that’s a win.

We’ll never have perfect information. But standing still in a market this crowded and evolving this fast might be the riskiest move of all.

Be curious. Be bold. Take the leap.

#ai #customerexperience #supportleadership #innovation

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