Podcasts about Customer success

Ever been told to just “wait until after the holidays” before you get serious about your job search? That advice drives me up the wall, and in this episode, I'm breaking down why October is actually the secret launchpad for your next Customer Success job. While everyone else is slowing down, I'll show you how to get ahead with the same three-part strategy my clients use to land offers while the competition is snoozing.I'll walk you through what makes Q4 a shockingly good time to get hired, how to audit your job search so you're not wasting hours on things that don't matter, and the real ways to build a network that opens doors fast. Plus, I'll teach you how to sharpen your interview skills now, so when the opportunities come (and they will), you're ready to crush them. If you're tired of career advice that keeps you waiting and you want to end the year strong, this is the episode for you. Hit play, and let's dive in.1:27 – The Real Reason October Is Prime for Job Offers4:48 – What Happens If You Wait for January (Hint: Intense Competition)6:29 – Step 1: Audit Your Job Search—Stop Wasting Time on Low-Impact Tasks8:01 – Step 2: Build Your Network Now—Why Q4 Is a Goldmine for Outreach10:16 – Step 3: Prep Your Interview Stories Before the Holiday Rush13:27 – How Using Q4 Strategically Lands Faster Job Offers

Hey CX Nation,In this week's episode of The CXChronicles Podcast #269, we welcomed Valerie Li,  Co-Founder & CEO of Duckie.ai based in San Francisco, CA.Duckie. ai is a no-code platform for customer support teams to build their own AI agents to deflect tickets and automate repetitive processes.In this episode, Valerie and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Michele & her team think through on a daily basis to build world class customer experiences.**Episode #269 Highlight Reel:**1. AI-Driven Support Is The Future 2. Enhancing CX and EX Through AI 3. Building Customizable AI Support Bots4. Leveraging Engineering For Strategic Growth 5. AI-Powered Customer Feedback Analysis  Click here to learn more about Valerie LiClick here to learn more about Duckie.aiHuge thanks to Valerie for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & contact center space into the future. For Apple & Spotify podcast listener friends, make sure you are following CXC & leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks to name a few) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Check out the CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future. Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Bonnie Tinder is the founder and CEO of Raven Intelligence, an independent B2B peer review site that amplifies the voice of the customer. She focuses on software customers, consulting partners, and software vendors and helps identify the best partners for their needs. In this episode, Tinder joins Bob Evans to break down what's next for Oracle and SAP, exploring AI-native applications, agent ecosystems, and data openness, while offering sharp, practical insights into how enterprises can extract real value from AI innovation.Episode 55 | Oracle, SAP, and the AI ShiftThe Big Themes:Oracle's Upcoming AI Agent Marketplace: One of Oracle's most anticipated announcements is the launch of an AI Agent Marketplace. This platform will act like an app store for AI-powered agents, opening new monetization paths for partners and developers. It will enable third-party vendors to sell industry-specific agents and tools, further enriching Oracle's AI ecosystem. This move reflects a broader strategy to position Oracle not just as a cloud provider but as a facilitator of innovation across its partner network.SAP's Bold Vision: SAP is preparing to reveal its most radical AI shift yet—positioning AI as the primary user interface across its suite. Powered by Joule, SAP's AI assistant, users will be able to interact with software through natural language instead of traditional menus or clicks. Tasks like requesting time off or checking budgets will be handled conversationally. This paradigm shift moves SAP from system-of-record software to intelligent systems-of-action.AI Recruitment Tools Rise: Both Oracle and SAP are doubling down on AI-enhanced recruitment tools. SAP's acquisition of SmartRecruiters and Oracle's industry bundles for talent management signal a strong push into AI-driven hiring. AI is being used to streamline candidate engagement, improve matching, and personalize outreach. While some fear AI may displace roles, enterprise vendors are positioning it as a tool to find the right people faster.The Big Quote: ““The hardest part of any of these transformations is the change management piece, and if AI can help make that change easier, faster and more comfortable for all the stakeholders—that's the name of the game." Visit Cloud Wars for more.

Lukas Biedermann, Mitgründer von SPARETECH, spricht über den Aufbau eines erfolgreichen Enterprise-Software-Unternehmens. Er teilt, wie sie von der Porsche Consulting zu einem der führenden Anbieter für Ersatzteil-Management wurden, warum sie mehr als 150% Net Revenue Retention erreichen und wie sie ihre US-Expansion nach Chicago statt New York steuern.  Was du lernst: Enterprise Sales: Wie du die ersten Enterprise-Kunden gewinnst Die richtige Balance im Sales Cycle Warum Referenzen entscheidend sind Retention & Growth: 150% Net Revenue Retention erreichen Die Balance zwischen Gross und Net Retention Warum Retention in der Discovery beginnt Remote Culture: Remote-Yes statt Remote-First Internationale Teams aufbauen Die richtige Balance zwischen Hubs und Remote US-Expansion: Warum Chicago statt New York Die richtigen ersten Schritte Kulturunterschiede im Enterprise Sales Vision & Strategie: Von der Beratung zum Produkt Die richtige Pricing-Strategie Langfristige Marktentwicklung ALLES ZU UNICORN BAKERY: https://zez.am/unicornbakery  Mehr zu Lukas: LinkedIn: https://www.linkedin.com/in/dr-lukas-biedermann/  Website: https://sparetech.io/de/  Join our Founder Tactics Newsletter: 2x die Woche bekommst du die Taktiken der besten Gründer der Welt direkt ins Postfach: https://www.tactics.unicornbakery.de/  Kapitel: (00:00:00) Von der Beratung zum Produkt (00:23:40) Enterprise Sales & erste Kunden (00:31:40) Retention & Customer Success (00:42:15) Remote Culture & Teambuilding (00:57:10) US-Expansion & Internationalisierung (01:03:00) Vision & Ausblick (01:08:00) Key Learnings & Ressourcen

Hey CX Nation,Here's the first CXWeekly Update from CXC in a long time!This week's episode I walk through some ideas, goals & CTAs that I've learned from the 5 years of building CXC.Don't worry we have a ton of amazing guest interviews coming down the pipeline over the next couple of weeks.Part of our goal at CXC is to create more customer focused business leader content, including short episodes like these ones that are digestible, actionable & most importantly entertaining & valuable for all of you.Full candor, we also wanted to celebrate our 5 year anniversary of building CXChronicles. We are approaching 300+ episodes of customer focused business content, we've worked with almost 150+ companies across the world helping them make customer & employee happiness a habit & we are now partnered with some of biggest players in software & technology including Salesforce, Hubspot, Intercom, Zendesk, & Freshworks to name a few. If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.You know what would be even better?Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Think company research has to take hours? Think again. Most job seekers either fall down endless rabbit holes or show up unprepared and it's costing them interviews, offers, and even salary.That's why in this episode, I bring in Olivia, our Director of Customer Success, to reveal the game-changing strategy for researching any company in just 15 minutes. We'll show you exactly what to look for (and what to skip), how to use resources like G2 reviews and SEC filings to your advantage, and the way smart research can even boost your compensation—all with real client stories and tangible takeaways you can implement today.You'll walk away with a research checklist that slices your prep time in half, surfaces the insights that matter, and most importantly, positions you as a standout candidate who's never caught off-guard. Want to know the research secrets that transform offers? Hit play and let's dive in.02:37 – How Spending Too Much (or Too Little) Time on Company Research Can Cost You the Job Offer 5:02 – Why Demonstrating Customer Success Skills in Your Research Sets You Apart from Other Candidates 8:20 – The Secret to Doing Effective 15-Minute Company Research Without Panic or Overwhelm 10:06 – Why Knowing a Company's Value Proposition Matters More Than Memorizing Their Mission Statement11:40 – The Fastest Way to Find a Company's Value Prop (Hint: Case Studies and AI Can Do the Work for You)14:05 – How to Quickly Analyze Financial Data Like SEC Filings Even if You're Not a Numbers Person17:20 – A Real-Life Example of How a Job Seeker Used G2 Reviews to Negotiate a Higher Base Salary18:54 – Why “Uncomfortable” Research Topics (Like Negative Reviews or WARN Notices) Can Help You Make Smart Career Choices22:53 – The Checklist and AI Playbook: How to Make Scalable Research a Repeatable Habit (Without the Rabbit Holes)24:46 – Why It's Crucial to Time Your Research (You Don't Need to Know Everything Before You Apply)

Find out what it really takes to build lasting partnerships in freight and how brokers and carriers can move beyond the transactional mindset in this episode with our returning guest, Dan Lindsey of Broker-Carrier Summit! Dan shares how they're changing the game by creating real face-to-face connections that drive millions in contracted freight, not just theory, but results. We talk about shifting the industry from a “someone has to lose” mentality to building true partnerships where brokers treat carriers like customers and vice versa, how technology fits into the equation—not as a replacement for trust, but as a tool to support it—and why the future of freight depends on balancing automation with human relationships!   Broker-Carrier Summit Orlando Registration: https://bcsfreightnetwork.com/ /  https://bit.ly/bcs-orlando   About Dan Lindsey Dan has been in the logistics industry since 2001 when he began working the preload shift for UPS. Since then, he has worked as a freight broker, operations manager, and business development leader in multiple segments of the industry. His commitment to “doing business the right way” led him to launch Linkage Logistics in March of 2020. Dan is also the driving force behind the Broker-Carrier Summit. Since his focus has always been on establishing deep, mutually agreeable partnerships, his hope is that closer cooperation between brokers and carriers will become the new normal in our industry.  

Text us your questions and thoughts!We're excited to welcome Linda Lipovetsky, Senior Principal Customer Advocacy Manager at Unqork, whose career journey demonstrates that landing your dream role is less about polished résumés and more about delivering value, embracing radical transparency, and showing up where it counts. From a pandemic hackathon with her 10-year-old son to a gutsy LinkedIn pitch that opened the door to Unqork, Linda's story is a masterclass in building opportunity through courage and creativity.As she shares, her “operating system” is radical transparency—oversharing by design (within confidentiality) to break down silos, speed decisions, and help customers plan with the truth. No euphemisms, no carefully massaged answers—just candor that builds trust and accelerates outcomes.In this episode, we discuss:How to network into companies by creating a visible impact Self-advocacy strategies that feel naturalWhy traditional metrics like NPS and CSAT fall short (and which signals truly predict renewal and customer trust)How CS and Advocacy can claim a bigger seat at the tableThe realities of remote work, energy management, and why staying close to technology gives you long-term career liftReady to rethink how you advocate for yourself, your customers, and your career? This episode is packed with practical strategies you can start applying today—so tune in and enjoy!

Want to win a free pair of airpod pros, sign up for a demo with Vitally: https://www.vitally.io/csproIn this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Cara Benecke, the Head of Customer Success and Support at Workflex. They discuss the critical importance of building a customer onboarding program from scratch, the challenges faced in establishing customer success as a revenue driver, and the significance of creating 'wow moments' during onboarding. Kara shares her insights on how to effectively engage customers, the necessity of understanding their needs, and the importance of feedback in refining onboarding processes. The conversation emphasizes the need for customer success teams to be proactive, data-driven, and customer-centric in their approach to onboarding and retention.Chapters:00:00 Introduction to Customer Success and Onboarding03:34 Building Customer Success from Scratch11:39 Challenges in Building Customer Success22:51 The Importance of Onboarding35:36 Creating Wow Moments in Onboarding55:22 Key Takeaways for Building Onboarding ProgramsDownload The CS Pro freebies:https://thecustomersuccesspro.com/resourcesConnect with Anika Zubair: Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupConnect with Cara Benecke:Linkedin: https://linkedin.com/in/cara-benecke/Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

The Realities of Reverification and the Future of Intelligent Automation AI is everywhere in healthcare conversations, but when it comes to reverification, the reality is more complex. Each January, practices are hit with a surge of eligibility and benefits checks, straining staff and creating bottlenecks that risk revenue and patient experience. Traditional fixes like staff augmentation and manual workflows keep the lights on, but they don't solve the underlying scalability problem. In this Office Hours, Jonathan Aguiar, Senior Solutions Engineer, and Lora Pada, AVP of Customer Success, will break down the real-world challenges of reverification, explore how staff augmentation and partial automation fill today's gaps, and discuss how intelligent automation and AI agents are being developed to change what's possible tomorrow. Find all of our network podcasts on your favorite podcast platforms and be sure to subscribe and like us. Learn more at www.healthcarenowradio.com/listen/

In this episode of TECHtonic, TSIA's Executive Director and EVP, Thomas Lah, sits down with Srikrishnan Ganesan, Co-founder and CEO of Rocketlane, to explore how artificial intelligence is reshaping professional services, customer onboarding, and the broader technology landscape.From Salesforce replacing thousands of support roles with AI agents, to Rocketlane's own AI-powered documentation and project delivery tools, Ganesan shares how the next generation of platforms will help companies not just manage work—but do the work. Together, they discuss:Why onboarding is really a customer's “second sale.”How AI can shrink service project timelines from months to weeks—while unlocking new revenue opportunities.The blurring lines between professional services, customer success, and product adoption.Why the future of services won't disappear but will pivot toward business outcomes, value realization, and AI-enabled scale.Tune in for a forward-looking conversation on whether software eats services—or whether AI is creating a bold, new services era.

Ever feel like product, sales, or engineering just doesn't get you, or worse, ignores your most urgent requests? Here's the uncomfortable truth—being amazing with customers isn't enough to get you promoted (or even layoff-proof) in Customer Success anymore.In this episode, I share a powerful, never-talked-about strategy that unlocks rapid career growth for CSMs by making you the secret weapon every department wants on their team. We'll unpack the missing piece of cross-functional collaboration, share the three-step process top CSMs use to become indispensable, and get super tactical about how to make product, sales, and engineering actually want to work with you.By the end, you'll know exactly how to shift from being seen as a “problem-dumper” to a strategic, value-driving partner—transforming how your company sees you and unlocking real career momentum. Want to be the CSM your whole company can't afford to lose? Hit play now and let's dive in.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #267, we welcomed Michele Shane, SVP Business Development at UJet.CX based in San Francisco, CA. UJET is a next-generation cloud contact center platform that leverages AI to modernize the customer experience. The UJet.CX platform & services embed intelligent automation at every touchpoint, empowering agents, optimizing customer journeys, and transforming operations into real-time insight engines.In this episode, Michele and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Michele & her team think through on a daily basis to build world class customer experiences.**Episode #267 Highlight Reel:**1. Human-centric approach to CX & growing your business 2. Power of people over technology & building your vision 3. Slow is smooth & smooth is fast 4. Importance of constant feedback from customers, employees & builders 5. Taking action on the right bits of customer feedback Click here to learn more about Michele ShaneClick here to learn more about UJet.CXHuge thanks to Michele for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & contact center space into the future. For Apple & Spotify podcast listener friends, make sure you are following CXC & leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks to name a few) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Be one of our Pioneer users of the recently launched CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future. Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

“We are telecom people—and we are here to help service providers grow,” says Melissa Frenyea, VP of Customer Success at CommSoft. At Navigate 25, Frenyea and Bill Griffin, Business Development Officer at CommSoft, joined Doug Green, Publisher of Technology Reseller News, to discuss how the company's decades of experience in billing and operations support systems (BSS/OSS) is helping providers—especially rural carriers—succeed in a rapidly evolving communications landscape. CommSoft, originally founded as Communication Software Consultants, delivers billing, provisioning, service order, and trouble-ticketing systems, as well as staff augmentation and full billing department services. Beyond software, the company leverages hundreds of years of combined telecom expertise to help providers run their businesses more efficiently and strategically. Griffin emphasized that the industry is shifting from competition to collaboration: “A bedfellow you would have considered a competitor five years ago is now a partner. Partnerships are paramount in 2025 to give carriers the best solutions in a very different landscape.” Frenyea added that integration is key: “We connect customer data, networks, and services so providers can monetize new opportunities—from AI-powered services to advanced analytics.” As Alianza and Metaswitch unite to expand opportunities for service providers, CommSoft sees its mission clearly: empowering providers to build the future while ensuring reliable, high-quality communications for every community. For more information, visit commsoft.net.

The CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEcIn this episode of the Customer Success Pro Podcast, Anika Zubair shares her personal journey from a Customer Success Manager (CSM) to the Vice President of Customer Success in just seven years. She discusses the common mistakes that keep professionals stuck in their careers and provides actionable strategies for career advancement. Anika emphasizes the importance of visibility, mindset, and taking ownership of one's career path, encouraging listeners to step out of their comfort zones and invest in their personal growth.Chapters00:00 Anika's Journey: From CSM to VP03:20 Common Mistakes in Career Progression17:07 Strategies for Career Advancement30:02 The Importance of Visibility and MindsetConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupSend Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

Akash Singh joins us to discuss the importance of customer success in go-to-market (GTM) strategy.

Joe Lynch is the Head of Customer Success at Dandy, where he leads teams that help dental practices thrive through digital transformation. Before Dandy, he built his expertise in healthcare strategy and operations at Bain & Company, advising Fortune 100 companies on Go-to-Market and Post Merger Integration.    A graduate of the Naval Academy and Columbia Business School, Joe also served 7 years as a U.S. Navy Explosive Ordnance Disposal officer, where he led special operations teams and defused bombs underwater and on land. Outside of work, he's a father to two girls, an avid squash player and runner, channeling the same energy and focus into parenting and sports as he does into his career. meetdandy.com   Join Dentaltown! dentaltown.com

After a short hiatus, Alex is back—and he's bringing some big energy and even bigger ideas to the Digital Customer Success podcast. In this solo episode, he shares a deeply personal and practical reflection on how we can create magical, human moments in our digital programs—at scale.Inspired by Will Guidara's book Unreasonable Hospitality, Alex explores what it means to go beyond the expected, whether that's sending a baby gift, a surprise mouse (the tech kind), or a handwritten note. The kicker? You can use AI and automation to help you spot those moments—without losing the human touch.You'll learn:Why emotional connection matters more than ever in CXHow to train your systems (and your team) to spot moments of magicReal-world examples you can replicateTools like Gong, Zapier, and Handwrytten in actionIf you're looking for a way to stand out in a sea of digital sameness, this episode's for you. Subscribe and stick around—we're just getting started.Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website:For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee:This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

Key TakeawaysFinding conviction when the market says no. SOCi was built for multi-location brands that initially rejected the idea of managing thousands of local pages. Afif explains how he stayed the course, found early adopters, and survived until the market caught up.Scaling through pressure cookers. Hyper-growth exposed broken systems, forced painful pivots, and required letting go of two-thirds of sales opportunities to improve retention.Customer success over sales growth. Afif shares why focusing on customer success—hiring seasoned leaders and building award-winning CS systems—was the key to sustainable expansion.Applied AI in marketing. Beyond generative content, SOCi is developing “applied AI” to manage end-to-end marketing workflows across thousands of locations, giving teams back thousands of hours.Culture as scalable DNA. SOCi's values—Selflessness, Overachievement, Customer Centricity, and Innovation—guide hiring, recognition, and leadership at every stage of growth.Leadership principles. Hire people better than you, empower them, and balance founder involvement with trust. Culture will evolve as you scale, but clarity of values keeps the organization aligned.Why ListenWhether you're an early-stage founder or leading a growth-stage team, this conversation is a masterclass in resilience, strategy, and culture-driven leadership. Afif's journey shows how to navigate rejection, make data-driven pivots, and build software—and teams—that scale.

The concept of Lean has been around for many years. What started as a manufacturing concept has been embraced by healthcare as an effective system to increase efficiency while maintaining quality in patient care. However, if its goals and mechanics are not properly understood, Lean can be applied ineffectively, causing an erosion in the confidence of those who use the process. In episode 135, host Casey Czarnowski speaks with John Kimsey of STERIS about properly utilizing Lean concepts in the Sterile Processing (SP) workflow. Kimsey concisely encompasses the five concepts of the Lean workplace philosophy: “People working together and continuously improving to create customer value and meet regulatory requirements without generating waste.” Using this one sentence, Kimsey defines the five elements of Lean, starting with the importance of a culture of “people working together” to implement change. This impactful conversation will inspire healthcare leaders to examine their roles and learn how they can best be motivators of improvement. ABOUT OUR GUEST John Kimsey, VP, Processing Optimization and Customer Success, STERIS John Kimsey is a seasoned healthcare management professional who helps leadership teams and Sterile Processing departments optimize operational performance. Leveraging 10 years of non-healthcare management consulting experience, he joined STERIS in 2001 and began to merge Lean operational approaches with healthcare's clinical requirements, creating a new vision for Sterile Processing. Kimsey has several published works and speaks at national and international conferences on Sterile Processing topics, such as Lean. He has managed both onsite and offsite reprocessing centers and consulted large and small healthcare customers. At STERIS, he helps customers, industry partners, international teams, and healthcare systems optimize their SPD/CSSD operations for measurable success. Whether solving labor shortages, leadership deficiencies, strategic decisions, or process and quality issues, Kimsey comes with a desire to see people succeed. ABOUT OUR SPONSOR, STERIS STERIS's mission is to help customers create a healthier and safer world by providing innovative products and services around the globe. STERIS Healthcare works with customers in the perioperative environment to elevate patient care in Operating Rooms, Endoscopy Suites and Sterile Processing departments. Through comprehensive solutions in equipment, consumables, devices and services, we help customers solve their biggest challenges, leverage opportunities for future growth, and advance the care of patients every day. With a long-standing history and commitment in the Sterile Processing department, STERIS understands the need for optimal processes, compliance and outcomes has never been so critical. We work hand-in-hand with customers to provide interconnected offerings to support all areas of reprocessing, from sterilization products and technologies, to instrument management and reprocessing services. For more information, visit www.steris.com/healthcare. Earn CE Now

Suivez le guide pas à pas pour construire un programme de Win/Loss Analysis qui vous permet de rentrer dans la tête de vos prospects et clients.On parle d'un programme qui aligne les équipes et influence les décisions business pour générer + de CA, + de satisfaction et - de churn. Avec Jade Vandelook, Head of CSM - Program Manager chez Diffly, on revient sur les étapes concrètes pour construire un programme utile, exploitable et durable.

What if everything you thought you knew about landing your dream job was wrong? Imagine going from total job-search exhaustion and crickets in your inbox to signing your ideal offer at Salesforce in just six weeks.In this episode, I reveal exactly how my client “Mallory” ditched the grind of endless applications and rejections, and instead used three counterintuitive strategies to break through without obsessing over her resume or doing endless mock interviews. I'll share the step-by-step system that turned her unique background into a superpower, how we reframed her approach to stand out, and the exact moves that landed her a bigger paycheck and stronger offer. If you're tired of hustling for interviews and ready for a proven, strategic approach that actually cuts through the noise, this episode is your shortcut.1:30 – Why doubling down on mass job applications and resume tweaks keeps you stuck in “crickets and rejection” mode and the smarter strategy that gets traction4:40 – The resume transformation move that shifts your story from “task-based” to “impact-based” and how one simple tweak turned nonprofit experience into recruiter gold8:35 – How to prep for customer success interviews (even without traditional CSM experience) by targeting your story, not rehearsing endless mock questions13:50 – The negotiation lever that netted $5k+ extra (and how to use your start date as a point of leverage)15:45 – The three strategies Mallory used to land her dream Salesforce role in six weeks so you can shortcut your own job search (even when the market feels impossible)

Text us your questions and thoughts!We're excited to welcome Kelley Turner, whose journey from financial controller to SVP, Global Customer Success at Vitally, defies the traditional career ladder. As she reveals, "My career looked like a squiggle until it all made sense," suggesting that non-linear paths often lead to the richest skill combinations in customer success.Drawing from her finance background, Kelley shares how understanding the business mechanics—tracing a dollar from lead acquisition through revenue recognition—equips CSMs with the authority needed to advocate effectively for customers. This financial fluency transforms both customer conversations and internal business cases.In this episode, we discuss:• Understanding business financials and how money flows through an organization ( & how it empowers CSMs to speak with more authority to customers)• Building "bridges" by helping customers navigate overwhelming amounts of information by providing guided pathways to success• AI adoption and why it requires both "pull" (making it fun and approachable) and "push" (leadership expectations and modeling)• Why diverse backgrounds in CS teams create complementary skill sets that better serve customersReady to transform your approach to customer success? This episode is *the* place to start! So tune in and enjoy!

Gary Miller, Executive Vice President and Customer Success Officer, Oracle, talks to Bob Evans about how Oracle is helping customers navigate their AI journeys — whether they're just starting out or scaling enterprise-wide adoption. He shares how Oracle is embedding AI across its entire technology stack, aligning partner and customer success strategies, and empowering organizations through tools like Cloud Success Navigator, Innovation Studios, and democratized AI training to deliver real, measurable business value.AI-Powered Customer WinsThe Big Themes:Embedding AI Across the Entire Stack: Oracle is not just adding AI as a feature — it's fundamentally integrating AI into its entire technology stack. Gary Miller notes that many customers are surprised to discover that large language models are being trained and deployed on OCI, and that hundreds of AI capabilities are embedded directly into Fusion Applications and Oracle Database. Once customers understand this depth of integration, they quickly shift from curiosity to action, asking for guidance on how to adopt AI now, what use cases to prioritize, and how to define success.Cloud Success Navigator Is Central to AI Adoption Strategy: The Oracle Cloud Success Navigator has emerged as a pivotal tool for AI and cloud adoption. What started as a promise in a previous conversation is now a robust, free digital platform that helps customers and partners create innovation roadmaps, prioritize features, and accelerate time to value. With over 6,000 customers and 235 partners using the platform since March, the tool enables organizations to track over 11,000 adopted features — including 450 AI-specific ones.AI World 2025 Will Spotlight Real Customer Outcomes: At the upcoming AI World 2025 event, Oracle plans to go beyond product announcements to highlight customer success stories. Miller will host a keynote titled “Bold Outcomes,” featuring innovative customers and partners sharing their journeys. Oracle is also gamifying the learning experience with “AI Industry Adventure,” a theme-park-style game in Customer Success Central. Attendees will solve real-world industry challenges using Oracle Cloud AI solutions, making learning both interactive and fun.The Big Quote: “Customers are often unaware of how Oracle has embedded AI capabilities across the whole stack. Once they understand that, then they ask us for expert guidance on how best to achieve their transformation goals using Oracle AI solutions. I had one CEO, he said, after he saw this, he said, 'Well, don't let us fumble around in the dark looking for value. You know, where it is, point us there.' And so they asked, how can I start adopting AI in my current environment? . . . How do I define AI, success metrics, and realize AI value? That's the key thing."More from Gary Miller and Oracle:Connect with Gary Miller on LinkedIn or learn more about Oracle and AI. Visit Cloud Wars for more.

Do your marketing strategies keep you stuck in the past or position you for long-term growth? In today's episode with Mike Marut, discover how Revenova transformed its marketing approach, moving from outdated outreach and dormant social media into a people-first strategy powered by leadership visibility and authentic content!  You'll hear how their native AI gives them a true edge in the crowded TMS space, why conferences matter for brand awareness, and how empowering employees to create content fuels confidence and sales!  

Comprenez (vraiment) vos clients grâce au programme Win-Loss. Fini les excuses "c'est trop cher", "C'est pas le bon moment". Jade Vandelook, Head of CSM - partage les clés pour récolter des insights fiables et enfin savoir ce que vos clients ne vous disent pas de prime abord.

This week's guest taught me truly the importance of always providing an exceptional customer experience and having that front in mind all the time. She studied History and Geography prior to beginning her career as a Research Manager. She later went on to expand her skills in Business Development, relationship selling, consulting, as well as communications research and satisfaction. This week's guest also spend almost 13 years at Vision Critical, where she held roles in business development, account management and enablement, working her way up to Sr Director of Product Marketing where she continued to shine a spotlight on customer stories. Following Vision Critical, she went to Dooly, where I was so fortunate to work hand and hand with her and the Customer Success team to drive adoption, renewals, and expansion. Learning from a leader like her truly taught me the importance of Cross-Functional collaboration, a skill that I now consider one of my core strengths. Now, she continues to help customers lay a strong foundation to successfully scale startups. Without further ado, I couldn't be more excited to introduce one of my career mentors - Ellie Hutton. In this episode, we discussed:Great service skills from hospitality to SaaSTackling post-sales business challengesLessons from McDonald's on process optimizationUnderstanding customers through researchThe role of a GTM ring leaderBeing customer-readyPlease enjoy this week's episode with Ellie Hutton. ____________________________________________________________________________I am now in the early stages of writing my first book! In this book, I will be telling my story of getting into sales and the lessons I have learned so far, and intertwine stories, tips, and advice from the Top Sales Professionals In The World! As a first time author, I want to share these interviews with you all, and take you on this book writing journey with me! Like the show? Subscribe to the email: https://mailchi.mp/a71e58dacffb/welcome-to-the-20-podcast-communityI want your feedback!Reach out to 20percentpodcastquestions@gmail.com, or find me on LinkedIn.If you know anyone who would benefit from this show, share it along! If you know of anyone who would be great to interview, please drop me a line!Enjoy the show!

Andrea Bumstead, founder of CS Impact and fractional Chief Customer Officer, shares how she built her business by solving big challenges companies were too hesitant to commit to full-time. She explains why CS teams must tie themselves directly to revenue, the pitfalls of traditional QBRs and her 15-minute QBR framework, and how to forecast renewals in messy real-world environments. Andrea also offers advice to GTM leaders on why investing in yourself is the best way to keep pace in today's rapidly evolving landscape.

The Secret Workflow Letting LeeRon Manage 100 Accounts With a 2-Person TeamWhen tasked with managing 100 accounts with just two people, most leaders would immediately start hiring. Not LeeRon Yahalomi. Instead, the VP of Customer Success at Aligned built her own team of AI agents inside ChatGPT that handle customer handoffs, meeting prep, and even communication coaching.In this mind-opening conversation, LeeRon shares how she scaled her team without adding headcount, how she uses AI to deliver “11-star” customer experiences, and why she believes customer success is no longer about post-sales; it's about the next sale. Whether you're an AI skeptic or already experimenting with agents, this episode will change how you think about scaling teams, designing workflows, and the future of CS.What you'll learn:1. Why AI agents are the new teammates in customer success.2. How to use ChatGPT for handoffs, prep, and communication.3. Why CS is not just “post-sales”.4. How to balance AI automation with human empathy.5. How Customer Success can drive revenue when it focuses on expansion, not just retention.Check out the Key Takeaways & Transcripts: https://www.gainsight.com/presents/series/unchurned/Where to Find LeeRon YahalomiLinkedIn - https://www.linkedin.com/in/leeron-yahalomi-1b066819/Where to Find Josh: LinkedIn: https://www.linkedin.com/in/jschachter/In this episode, we cover:0:00 - Preview1:32 - Meet LeeRon Yahalomi & Learn about Aligned's mission 3:31 - The thrill of working in early-stage startups4:55 - Why AI became the only path to growth11:00 - Will AI replace jobs in CS?13:20 - AE to CS Handoff Agent17:55 - Meeting Preparation Agent20:57 - Communication Coaching Agent23:20 - Orchestration CS with Agent26:26 - Prioritising learning AI28:28 - Why CS isn't post-sales anymore; it's the “next sale”Referenced:- ChatGPT: https://chatgpt.com/- n8n: https://n8n.io/

In today's rapidly evolving sales landscape, the integration of product-led growth (PLG) and sales-led growth (SLG) strategies has become a crucial differentiator for successful companies. As the Chief Revenue Officer of Webflow, Adrian Rosenkranz shares invaluable insights on effectively blending these two approaches to create a unified go-to-market engine. This episode explores how Webflow has successfully combined PLG and SLG motions, leveraging artificial intelligence (AI) to enhance customer experiences, streamline sales processes, and drive revenue growth. Adrian provides a unique perspective on the challenges and opportunities presented by this hybrid approach, offering practical strategies for sales and marketing professionals looking to optimize their go-to-market strategies.                              Key Takeaways Understanding the distinctions between product-led and sales-led growth motions Leveraging AI to enhance relevancy and personalization in customer interactions Implementing AI-driven content refreshes to improve discoverability and SEO performance Utilizing AI for sales enablement, including personalized onboarding and coaching Adapting metrics and KPIs to evaluate the effectiveness of blended PLG and SLG strategies As we navigate this AI-driven sales landscape, it's clear that the companies who can effectively blend PLG and SLG strategies while leveraging AI will have a significant competitive advantage. It's an exciting time to be in sales, and I'm eager to see how these strategies evolve. Innovative AI Applications in Sales and Marketing Creating AI-generated onboarding podcasts for new hires Developing custom GPTs for sales reps to streamline prospecting and communication Implementing AI-powered customer support to resolve cases faster in PLG motions Utilizing AI for content optimization and real-time conversion rate improvements The Future of AI in Sales As AI continues to reshape the sales landscape, Adrian emphasizes the importance of maintaining authenticity and personalization. He introduces the concept of a "Go-to-Market AI Engineer" role, dedicated to reimagining sales workflows and processes through AI integration. This episode provides a wealth of actionable insights for sales leaders, marketers, and revenue operations professionals looking to harness the power of AI and create a more effective, blended approach to growth. Don't miss this opportunity to stay ahead of the curve and drive your organization's success in the AI-powered sales era. Key Moments 00:00:00 - Blending Product-Led and Sales-Led Growth Webflow successfully combines product-led and sales-led growth strategies. Few companies effectively blend these approaches into a single go-to-market engine. The key is solving for customer experience rather than separate teams, using AI to meet customers' needs faster and provide more relevant interactions across both motions.                                                       00:04:31 - AI's Impact on Marketing and Sales AI is automating relevancy in marketing and sales. Webflow uses AI to refresh content, optimize landing pages, and personalize outreach. They've built custom GPT models to assist SDRs and automate processes. AI enables faster, more personalized customer interactions across product-led and sales-led motions. 00:23:22 - Implementing AI in Go-to-Market Strategy Webflow hired a Go-to-Market AI Engineer to reimagine workflows. They use AI for sales enablement, coaching, and onboarding. The CRO created an AI-generated podcast to onboard the new CMO. AI helps scale knowledge sharing and provides faster feedback loops for sales reps.                                                                    00:39:15 - AI Impact on Metrics and Customer Experience                       Webflows CRO identifies the type of metrics they measure the sales team by and how they use AI to drive a better set of KPis that drive a better customer experience.            About Adrian Rosenkranz Adrian Rosenkranz is Chief Revenue Officer at Webflow, where he leads Sales, Marketing, Customer Success, Partnerships and Revenue Operations. He is helping grow Webflow into the leading AI-powered visual development platform for ambitious brands. Before Webflow, Adrian was Chief Operating Officer of Tableau Americas at Salesforce, where he scaled a multi-billion dollar enterprise business. A firm believer in innovation with purpose, Adrian is helping Webflow harness AI to drive smarter growth and better customer experiences, from go-to-market systems that learn and adapt to tools that amplify what creative teams can build. His focus is on unlocking leverage, not just automation. Adrian also serves on the board of the Multiple Myeloma Research Foundation and previously advised Harvard Business School's Kraft Precision Medicine Accelerator. He earned his bachelor's degree from Stanford University, where he was a Division I football player. Follow Us On: ·         LinkedIn ·         Twitter ·         YouTube Channel ·         Instagram ·         Facebook Learn More About FlyMSG Features Like: ·         LinkedIn Auto Comment Generator ·         AI Social Media Post Generator ·         Auto Text Expander ·         AI Grammar Checker ·         AI Sales Roleplay and Coaching ·         Paragraph Rewrite with AI ·         Sales Prospecting Training for Individuals ·         FlyMSG Enterprise Sales Prospecting Training Program Install FlyMSG for Free: ·         As a Chrome Extension ·         As an Edge Extension    

What if I told you the #1 thing sabotaging your Customer Success interviews isn't your experience, your skills, or even your nerves... but overthinking before you ever walk in the door? If prepping for interviews sends you spinning into self-doubt and second-guessing every possible question, this episode is the one you can't afford to skip.I'm sitting down with Zach, our all-star CS coach and talent acquisition pro, to dissect exactly why overpreparing leaves you sounding disorganized and less confident (and how hiring managers pick up on it instantly). We'll crack open the mindset shift you need to stop prepping from a place of fear, and break down Zach's proven framework that will help you show up organized, authentic, and ready to win. You'll hear the worst mistakes job seekers make when spiraling, super actionable ways to find your “superpower,” and how to leave interviews feeling empowered, not deflated.If you're tired of your interviews not reflecting the awesome CSM you actually are, you'll walk away from this episode knowing exactly how to prep with clarity, show up with confidence, and finally get out of your own way.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #265, we welcomed Mario Baddour, President & CEO of InteLogix, based in Park City, UT. InteLogix provides customer experience (CX) solutions and accounts receivable management (ARM) operations that enhance customer loyalty and revenue for their clients. They combine human engagement with digital tools and automation to minimize customer effort and boost loyalty by offer long-term value through scalable CX and both first-party and third-party ARM operations.Their mission is to make lives better by engaging, listening, and resolving consumer concerns and obligations with empathy and innovation. And advocate for their clients brands and reputations as their own.In this episode, Mario and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at InteLogix think through on a daily basis to build world class customer experiences.**Episode #265 Highlight Reel:**1. Focusing on building an elite Team above all else to drive success & growth 2. Solving problems for your customers & providing constant value  3. Structuring & configuring your data before finding the optimal tech-solutions 4. Building & deploying living playbooks to propel your team forward rapidly 5. Taking customer data & feedback to drive product development Click here to learn more about Mario BaddourClick here to learn more about InteLogixHuge thanks to Mario for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer contact space into the future.For Apple & Spotify podcast listener friends, make sure you are following CXC & leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks to name a few) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? We launched CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building the pillars upon an AI-powered foundation for the future. Huge thanks for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Curious about what really goes on behind the scenes in quantum computing—beyond the hype, buzzwords, and complex jargon? This episode of Impact Quantum is your ticket to the inner workings of the industry, as hosts Candace Gillhoolley and Frank La Vigne, along with our semi-sentient host BAILeY, sit down with Princeton PhD physicist and Quantum Machines' customer success lead, Kevin Villegas Rosales.Kevin takes us on a journey from his early fascination with the “very small things” in physics to his hands-on role helping university labs, startups, and companies tackle the real-world challenges of quantum hardware. We'll demystify what customer success means in this high-tech space (hint: it's worlds more complex than resetting a router), explore the unique misconceptions non-physicists might have about quantum technology, and chat about the critical interplay between classical and quantum computing.Along the way, Kevin sheds light on the growing intersection of AI and quantum, offers advice for aspiring quantum professionals and those from other fields, and shares his ongoing curiosity about the calibration and usability of quantum systems. Whether you're deep in quantum research or simply quantum curious, this episode promises insight, inspiration, and a healthy dose of humor.So grab your Schrödinger's snacks and get ready to unravel the mysteries of the quantum realm—no PhD required!Time Stamps00:00 "Decoding Quantum Computing Mysteries"03:55 Quantum Machines: Customer Success Role10:43 Choosing Quantum over Traditional Paths13:32 Quantum Mechanics in Everyday Tech17:58 "Quantum Computing Needs Software Engineers"19:50 Pursuing Careers in Quantum Computing22:39 "Question and Verify Information"29:17 Mastering Fundamentals for Quantum Computing31:33 "Quantum and AI: Divergent Paths"35:17 "Challenges in Simulating Quantum Computers"39:02 Open Source Collaboration in Physics41:53 Solar Advancements and Quantum Computing46:45 "Quantum Calibration Challenges"50:21 Mentorship: Knowledge Sharing & Inspiration54:32 Quantum Computing: Clarity Amid Entanglement55:46 Impact Quantum Signs Off

As we move into September, we dig into new sponsorship options for brands and find out how AI agents are impacting the customer success function as well as the industrial manufacturing and supply chain industries.

Think Customer Success networking is just about DMing recruiters or chatting up random CSMs on LinkedIn? That's the biggest myth killing your job search right now. Today, I'm sharing the real reason you're not landing interviews—and it's not what you think.In this episode, I break down exactly why generic networking is a waste of your energy, and reveal a smarter, data-backed approach that gets you noticed by the people who actually make hiring decisions. You'll get the inside scoop on who to target, when to reach out, and precisely what to say so your message cuts through the noise. I'll even share proven, real-world message examples that opened doors for my clients and show you how to do the same, starting this week.By the end of this episode, you'll trade that networking overwhelm for confidence and clarity, knowing how to land interviews faster than ever before.

Text us your questions and thoughts!What makes a truly exceptional customer success leader?In this conversation with Cynthia Taylor, Senior Vice President, Customer Experience at Culture Amp, we explore how strategic branding, international perspective, and a shoulder-to-shoulder leadership style can transform customer success teams.Cynthia's journey spans continents and industries, from high school business competitions to leading global teams. Growing up professionally in Australia, she was shaped by tall poppy syndrome - a cultural belief that collective achievement matters more than individual spotlight. It's a philosophy that mirrors customer success itself, where cross-functional collaboration drives outcomes.In this episode, we discuss:How cultural values shape collaborative leadership.Creative ways to use branding, themes, and even Slack emojis to align and inspire teams.The evolution of customer success leadership, from being liked to driving outcomes, to building lasting connections.Using yearly themes and taglines to rally teams around clear objectives.The impact of creating memorable moments like “The Three Amigos” to strengthen cross-departmental relationships.These small but mighty “breadcrumbs,” as Cynthia calls them, leave lasting markers of organizational effectiveness. For her, true success means creating teams where people feel they've done the best work of their careers - together.Whether you're new to customer success or leading at scale, this episode offers fresh CS strategies and leadership lessons that will inspire you. Tune in!

Signup for the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclassIn this episode of the Customer Success Pro Podcast, host Anika Zuber speaks with Chad Hornerfeld, VP of Customer Success at Sienna AI, about the evolution of customer success and the importance of strategic customer success management. They discuss the shift from traditional customer success roles to a more strategic approach, focusing on business outcomes rather than just product adoption. Chad shares insights from his newly published book, 'The Strategic Customer Success Manager,' and provides frameworks for CSMs to enhance their strategic conversations and relationships with customers. The episode emphasizes the need for CSMs to understand their customers' businesses and to ask the right questions to drive value and outcomes.Chapters:00:00 Introduction 02:52 The Evolution of Customer Success06:01 The Strategic Customer Success Manager08:50 Defining Strategic CSMs11:50 The Importance of Business Outcomes14:47 Frameworks for Strategic Conversations17:42 Managing Up and Building Relationships20:54 Quickfire Questions and Wrap-UpThe CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEcConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupConnect with Chad Horenfeldt:https://www.linkedin.com/in/chadhorenfeldt/https://www.strategiccustomersuccess.com/Chad Horenfeldt is the VP of Customer Success at Siena AI and an award-winning CS leader with over 20 years of experience building high-impact teams at companies like Eloqua (acquired by Oracle) and Kustomer (acquired by Meta). Known for his blend of strategic insight, empathy, and operational excellence, Chad has shaped the careers of hundreds of CSMs and helped define the modern CS profession. He's a founding member of CS Angel, advisor to emerging CS tech, and a longtime advocate for elevating CS into a strategic function.Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

Carl Hooker brings us a live podcast from the ISTE+ASCD conference in San Antonio, Texas. He connects with conference attendees, friends old and new, asking each to share a problem they're working to solve in their corner of the education world — or, as Carl puts it: “Tell me your idea spark." Carl sits down with Bria Jones. Her title is Customer Success, Wakelet & bulb, and in this role she is focusing on the curation space for both educators and learners. Find out how Bria defines an “unexpected idea spark.” This episode of The Idea Spark is brought to you by EdSurge Solutions Studio.

Send us a textDive into the rapidly evolving world of AI with Adrian Swinscoe as we wrap up our three-part series on how to keep AI from becoming just another buzzword. This episode unpacks the flood of AI tools hitting the market, the challenge of maintaining a human touch in customer experience, and strategies to avoid the dreaded “tech for tech's sake” trap. Adrian shares a fresh perspective on leveraging AI for operational efficiency—not by cutting costs but by unlocking capacity to deepen customer relationships. We also touch on often-overlooked ethical considerations, from AI's environmental impact to the human labor hidden behind the scenes.In this episode of the customer success playbook, Adrian Swinscoe expertly navigates the AI hype cycle, reminding us that technology should never lead the charge without a clear strategy rooted in customer experience goals. Adrian advocates flipping the traditional tech-first approach on its head—start with the experience you want to create, then work backward to the data and technology needed. This disciplined mindset steers organizations away from buying shiny tools with no purpose and towards a deliberate, ROI-driven deployment of AI.What stands out is Adrian's practical example of a forward-thinking e-commerce company that uses AI automation to free their agents from mundane inquiries. Instead of using this newfound efficiency to reduce headcount, they activate new channels to deepen direct customer interactions. This mindset flips the usual script focused on cost-cutting, proving that AI can be a genuine enabler of enriched customer success rather than a simple productivity hack.The episode also ventures into the less glamorous but crucial topics rarely discussed: the hefty energy consumption demanded by AI's generative models and the ethical conundrum surrounding low-paid labor involved in data annotation. These insights serve as an important reminder that innovation must marry responsibility, aligning with broader business values and the global climate imperative.For customer success leaders, the takeaways are clear: educating teams on the art of the possible with AI, defining an experience-first strategy, and thoughtfully measuring impact are essential steps to harness AI's power effectively. Above all, there's a call to maintain the human element—after all, let's not trade genuine connection for robotic efficiency. Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

What if the only thing between you and your next Customer Success role is a smarter job search strategy? In this episode, I sit down with Howard, who went from layoff (with a baby on the way!) to landing his dream job at Zoom in just eight weeks, and in the toughest market we've ever seen. He's sharing the raw truth about what actually works, how to get recruiters to notice you, the difference strategic coaching makes, and the resume and interview secrets that put you at the top of the pile—even with hundreds of competitors.You'll leave this episode with a playbook to fast-track your interviews, stand out in a crowded field, and confidently negotiate your next offer. Ready for the strategy other job seekers don't know? Press play and find out exactly how Howard did it and how you can too.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #264, we welcomed Mika Yamamoto, Chief Customer and Marketing Officer at Freshworks based in San Mateo, CA. Freshworks Inc. (NASDAQ: FRSH) builds uncomplicated service software that delivers exceptional customer and employee experiences. Their enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Their people-first approach to AI eliminates friction, making employees more effective and organizations more productive.Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks' customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency.In this episode, Mika and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that her team at Freshworks think through on a daily basis to build world class customer experiences.**Episode #264 Highlight Reel:**1. The power of reflection & attention to the customer journey you're building 2. Enhancing customer experience through employee engagement  3. Building your playbook on tech-stack efficiency and utilization 4. Breaking down silos to build world-class customer & employee experiences 5. Investing in "Voice of Customer" (VOC) & "Voice of Employee" (VOE) Click here to learn more about Mika YamamotoClick here to learn more about FreshworksHuge thanks to Mika for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.For our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of the "CX Nation". You know what would be even better?Go tell one of your friends or teammates about CXC's custom content,  strategic partner solutions (Hubspot, Intercom, & Freshworks to name a few) & On-Demand services & invite them to join the CX Nation, a community of nearly 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's best CX-driven companies? We recently launched CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building the pillars upon an AI-powered foundation for the future. Huge thanks for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

In “The C.H. Robinson Perspective: Navigating the Next Era”, Joe Lynch and Michael Castagnetto, President of North American Surface Transportation at C.H. Robinson, discuss how the company's people-first culture and commitment to developing its employees drive its ability to solve complex logistics challenges and innovate for the future. About Michael Castagnetto Michael Castagnetto was named president of North American Surface Transportation (NAST) in January 2024. Prior executive positions with the company include Vice President, Customer Success in NAST from January 2023 – January 2024 and President of Robinson Fresh from December 2019 – January 2023. Michael began his career with C.H. Robinson in 2005 and has held various leadership roles including sourcing manager at Food Source, general manager of the tropical and dry vegetable categories, director of global supply and vice president of global sourcing. He holds a bachelor's degree from Saint Mary's College of California. About C.H. Robinson C.H. Robinson delivers logistics like no one else™. Companies around the world look to us to reimagine supply chains, advance freight technology, and solve logistics challenges—from the simple to the most complex. 83,000 customers and 450,000 contract carriers in our network trust us to manage 37 million shipments and $23 billion in freight annually. Through our unmatched expertise, unrivaled scale, and tailored solutions, we ensure the seamless delivery of goods across industries and continents via truckload, less-than-truckload, ocean, air, and beyond. As a responsible global citizen, we make supply chains more sustainable and proudly contribute millions to the causes that matter most to our employees. For more information, visit us at chrobinson.com (Nasdaq: CHRW). Key Takeaways: The C.H. Robinson Perspective: Navigating the Next Era In “The C.H. Robinson Perspective: Navigating the Next Era,” Joe Lynch and Michael Castagnetto, President of North American Surface Transportation at C.H. Robinson, discuss how the company's people-first culture and commitment to developing its employees drive its ability to solve complex logistics challenges and innovate for the future. The Human Element is the "Secret Sauce": C.H. Robinson's core strength is its people. Despite its massive network and technology investments, the company's ability to solve complex logistics challenges is rooted in its team's expertise and problem-solving skills. This human touch is consistently cited by customers as a key differentiator and a source of trust. Navigating the Post-COVID Freight Recession: The interview addresses the challenges of the recent freight recession. C.H. Robinson's approach during this time focused on helping customers navigate market volatility, reinforcing the need for a flexible and proactive logistics strategy to manage supply chain disruptions and shifting market dynamics. The Power of a Diverse Business Portfolio: C.H. Robinson's strength is built on four distinct business segments: NAST, Global Forwarding, Robinson Fresh, and Managed Services. This diverse structure allows the company to provide comprehensive solutions across multiple modes and industries, from a single truckload in North America to complex international and global supply chains. Nearshoring Drives Cross-Border Importance: The trend of reindustrialization in the U.S. is making cross-border logistics, particularly with Mexico, more critical than ever. The discussion highlights C.H. Robinson's investments and leadership in this area, positioning them to support this strategic shift and build more resilient supply chains. Cybersecurity is a Top Priority: Freight fraud and cybersecurity are growing threats in the logistics industry. The conversation underscores the importance of a proactive approach to security, including robust protocols and technology to protect against digital risks. This focus is essential for building and maintaining trust with customers and carriers. Unrivaled Scale and Expertise: C.H. Robinson leverages its unmatched global scale—managing 37 million shipments with a network of 450,000 contract carriers—to deliver tailored solutions. This combination of vast operational reach and deep industry expertise ensures they can solve logistics challenges of any size. The Intersection of People and Technology: While the team is the company's secret sauce, technology is a key enabler. The conversation emphasizes C.H. Robinson's continuous investment in freight technology, including AI and other digital platforms. This innovation allows for better data-driven decisions and enhanced efficiency. Learn More About The C.H. Robinson Perspective: Navigating the Next Era Michael Castagnetto | Linkedin C.H. Robinson | Linkedin C.H. Robinson Global Newsroom | C.H. Robinson The Logistics of Logistics Podcast If you enjoy the podcast, please leave a positive review, subscribe, and share it with your friends and colleagues. The Logistics of Logistics Podcast: Google, Apple, Castbox, Spotify, Stitcher, PlayerFM, Tunein, Podbean, Owltail, Libsyn, Overcast Check out The Logistics of Logistics on Youtube

In this episode, we explore the rise of Customer Success in healthcare & imaging informatics—where it came from, how it differs from traditional IT approaches, and why it's gaining traction in the industry. We discuss the Customer Success mindset, key principles for driving outcomes in healthcare, and practical frameworks for building successful programs. You'll also hear strategies for launching a Customer Success function, fostering customer advocacy, and creating long-term value for both users and organizations. You can find our podcast on Spotify, Apple Podcast, or anywhere else you subscribe to podcasts. Please help us out by leaving a review! Visit us at https://siim.org/page/siimcast Special Thanks to @RandalSilvey of http://podedit.com for editing and post processing support.

Scaling teams inside matrixed organizations is rarely about speed alone. Shane Hughes, Head of Customer Success at LinkedIn and former Salesforce executive, argues that real growth comes from slowing down to coach with intention, aligning stakeholders early, and focusing relentlessly on customer value. In this conversation, he shares how leaders can avoid the trap of “chasing renewals” and instead build advocacy from the start by connecting adoption to measurable business outcomes.Shane also pulls from his experience leading teams that grew revenue from millions to billions to highlight what separates managers from true coaches. He explains why curiosity is the foundation of influence, how consistency compounds impact, and why high performers act more like consultants than communicators. Whether you're a CRO, frontline manager, or rep aiming to lead, his lessons offer a clear path to scaling without losing your edge.Key Takeaways1. Renewals are won early, not saved late – Retention isn't about heroics at the end of a contract; it's about shaping value in the first months after a deal closes.2. Adoption does not equal value – Usage is necessary but meaningless unless it connects to the customer's defined business outcomes.3. Curiosity drives advocacy – The best customer success leaders don't just communicate; they ask sharp questions that reframe problems and uncover hidden opportunities.4. Coaching beats chasing – Managers who focus on coaching their teams to think like consultants create consistent impact, while those who chase activity confuse motion with progress.5. Slow down to speed up – Scaling in matrixed organizations requires alignment and influence across stakeholders; patient lobbying accelerates outcomes later.6. Consistency compounds – Small, repeatable practices in coaching and customer engagement build long-term trust and measurable growth.7. Leaders must coach across, not just down – True leadership requires influencing peers and executives in addition to managing direct reports.

Send us a textWe've all been there—put on hold, passed around, or treated like an inconvenience. In this episode, we dive into the frustrating world of bad customer service and explore how it silently kills brand loyalty, especially for small businesses. From viral disasters to tone-deaf policies, we unpack the real stories behind service fails and ask: when did “the customer is always right” stop being a thing?We also throw in a few legendary stories of companies that got it right—just to prove it's still possible. So grab your drink of choice and settle in for this one. It's about to get cringe-worthy.Don't miss the latest insights and entertaining discussions on entrepreneurship, small business, and random BS. Subscribe, follow, and like Mike and Blaine's "Business, Beer, and BS" and catch every episode! Featured Beer: @lonepintbrewery @cabinbrewingco @bornbrewingcoMike: Lone Pint Brewery “Brewer's Select” American Wheat AleBlaine: Cabin Brewing Company and Born Brewing Co. Collaboration “Super Cutie!” Hazy IPA with MangoWatch on YouTube: https://youtu.be/wF1pM8EdhFIThanks to our Beer Sponsors: • Rachel Barnett from Gentle Frog: youtube.com/@GentleFrog • Karen Hairston from 3S Smart Consulting: 3ssmartconsulting.com• Larry Weinstein, the Cash Flow Cowboy in Houston Texas!• Neighbor Pat• Devin• Jeff Robertson at jeffreyrobertson.comListen to all our episodes at mikeandblaine.comcashflowmike.comdryrun.com#mikeandblaine #smallbusines #cashflow #finance #beer #entrepreneur #craftbeer Support the showCatch more episodes, see our sponsors and get in touch at https://mikeandblaine.com/

Meet Chuck Ganapathi, the new CEO of Gainsight!In this special episode of [Un]Churned, host Josh Schachter sits down with Gainsight's outgoing CEO Nick Mehta and his successor, Chuck Ganapathi, to mark a pivotal leadership transition. Nick reflects on his 13-year journey building Gainsight into a category-defining company, the lessons he's learned navigating growth, and why now is the right time to hand over the reins. Chuck shares his gratitude for the opportunity, the deep trust he and Nick have built over decades of connection, and his vision for the company's next chapter—one shaped by AI, customer success innovation, and a human-first culture.Timestamps0:00 - Welcome & The Big Announcement2:25 - Why Nick Is Stepping Down3:54 - Lessons from Private Equity & Building a Lasting Company6:23 - Chuck on becoming the NEW CEO7:10 - How Nick & Chuck First Met (Stanford Days & Startup Stories)16:25 - Why Chuck Was the Obvious Choice for CEO21:12 - CEO Transitions as Turning Points25:40 - Human-First Leadership & Gainsight's Mission28:20 - What's Next for Customer Success in the Age of AI 34:12 - Will AI Replace CSMs? (Nick & Chuck's Take)36:42 - Looking Ahead: The Next Chapter of Gainsight38:52 - Fun Facts About Chuck (Heartthrob, Tennis & Shopping!)44:34 - Final Words: Legendary & Transformational Futures

Think your interview skills are top-notch but still walking away empty-handed? You might be leaving points (and offers) on the table…without even knowing it.In this episode, I'm pulling back the curtain on the real way interviewers score your answers and why vague talk tracks are quietly wrecking your chances. We'll dive into the truth about the interview scorecard system, run through real-life answer transformations (from bland to “Hire them now!”), and I'll reveal the tiny shifts that separate “meh” candidates from absolute standouts in today's hyper-competitive Customer Success market.You'll walk away knowing exactly how to turn your stories into high-scoring, offer-earning answers so you finally stand out, leave no doubt, and get the job you deserve. Curious what your go-to interview stories are really scoring in the eyes of a hiring manager?Hit play now because the details you're missing might be the only thing standing between you and your dream role.

What if your KPIs are hiding your true impact and that's why you're not getting promoted? Most CSMs are tracking what leadership asks and missing the real proof that moves careers forward. If your best work is going unnoticed, you're not alone. That's why in this episode, I reveal the three high-impact metrics I personally used to score raise after raise (including how I built a 200k IC role from scratch), the “invisible work” you should start logging today, and how to create your own bulletproof folder of receipts for interviews, promotions, and layoff protection. Hear the small, simple experiments that can lead to company-wide change and find out how to capture the magic that really sets you apart.You'll learn how to turn invisible effort into undeniable evidence, make your value pop in every review, and protect yourself from layoffs or missed opportunities. Want to know the "receipts" no one else is collecting but every leader cares about? Press play now and get the edge you deserve.

Start your very own Credit Repair business - Learn how by joining our FREE 5-day challenge: http://startrepairingcredit.com/By now, we all know that we can't call leads anymore…But what if I told you that's the best thing that's ever happened to your business?In today's episode, we're joined by Christopher Stirgus, credit repair entrepreneur and founder of Stirgus Credit Repair. He's built a fully automated, TSR-compliant credit business that signs up new clients without making a single phone call. And today, he's pulling back the curtain.This special live session, hosted by our very own Troy Hitt, Head of Customer Success, dives deep into how Christopher eliminated cold calling, automated his onboarding, and used tools like CRC Billing and Credit Hero Score to streamline his entire operation.You'll see exactly how his website converts leads without contact, how his 50-question FAQ page builds instant trust, and how self-service signups helped him scale faster than ever, all while staying 100% compliant.Plus, you'll learn how to handle objections around trust, when (and how) to get on the phone with clients, and why you should fire bad leads before they even join.If you've been stressed about the TSR, this episode is your blueprint to not just survive, but grow.Tune in!Key Takeaways:00:00 Intro 01:27 What Is the Telemarketing Sales Rule (TSR)? 02:52 How the TSR Impacted Christopher's Business07:30 Christopher's Website, Self-Service Signup, and CRC Billing14:11 Cool Credit Hero Score Features 15:20 Advice for Aspiring Credit Heroes18:36 Affiliate Partnerships 21:34 Dealing with Stall Letters24:48 OutroAdditional Resources:Stirgus Credit Repair: https://stirguscreditrepair.com/index.htmlGet a free trial to Credit Repair CloudGet my free credit repair training  TSR Could End Your Credit Repair Business Overnight, Here's What You Can DoMake sure to subscribe so you stay up to date with our latest episodes.