CX Insights: Recent Episodes
Abhijeet Khadilkar
It was fantastic to host Jocelyn Brown, Senior VP of Customers & Revenue at Allocadia on the latest episode of CX Insights.
CX Insights is a new online show where Customer Experience leaders and experts share insights and expertise to uplevel our CX game.
Subscribe to CX Community to get CX Insights episodes in your inbox!
Here are some of the highlights from this episode:
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Customer Experience
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Customer Onboarding
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Customer Retention
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Scaling Customer Success Team
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Marketing Performance Management
Phil Gravel is the VP of Professional Services & Customer Success at Prophix Software.
He has extensive experience in a variety of roles, including Finance, Accounting, Software Implementation, and Customer Success.
CX Insights is a new online show where Customer Experience leaders and experts share insights and expertise to uplevel our CX game.
Subscribe to CX Community to get CX Insights episodes in your inbox!
Here are some of the highlights from this episode:
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Evolution of Customer Service
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Scaling Customer Success
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Customer Onboarding
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Leading Professional Service
Veronica Dasovich is the Senior Director, Customer Success at Heap.
Prior to Heap, she was Customer Success Leader at App Annie and Professional Services leader at IBM.
Veronica has worked with hundreds of technology and data leaders in product, marketing, sales, and customer success, from small and medium businesses to Fortune 500 companies.
She has a strong passion for building, growing, and nurturing relationships with customers, team, and peers.
CX Insights is a new online show where Customer Experience leaders and experts share insights and expertise to uplevel our CX game.
Subscribe to CX Community to get CX Insights episodes in your inbox!
Here are some of the highlights from this episode:
• Customer journey maps and articulating customer value
• CSM playbooks definition
• Driving CSM compensation, effectiveness and productivity
Richard Rans, He is the Sr. Director of Customer Success at Terminus.
He has worked to become a trusted advisor to numerous Fortune 500 companies, primarily in the financial services, energy, and consumer products industries.
He has extensive experience in a variety of roles, including building and ongoing operations of strategic Customer Success teams, System Implementation, Product Management and Business Development.
CX Insights is a new online show where Customer Experience leaders and experts share insights and expertise to uplevel our CX game.
Subscribe to CX Community to get CX Insights episodes in your inbox!
Here are some of the highlights from this episode:
• Scaling Customer Success Team
• Customer Success Goals
• Customer Retention
• Customer Adoption
Lucas Martinak is the VP of customer success at Kentico software. Lukas is an innovative Customer Success professional who’s passionate about customer success, he believes that Customer Success is more than just a department. It's a mindset. It's a way of working. It's an approach to business.
Here are some of the highlights from this episode:
- Evolution of customer success organization
- Customer Journey
- Customer Retention
- Customer Health Score
- Scaling Customer Success Team
Bethany Ayers is the Chief Revenue Officer and Chief Customer Officer at Peak. Bethany is helping Peak to further scale its growth by leading an expert customer success organization, dedicated to providing customers – which include established brands such as PepsiCo, ASOS and boohoo – with a great experience from the first touch through to ongoing delivery.
She has a successful track record helping high-growth SaaS businesses succeed with experience in GTM strategy, scaling sales organizations, partnerships, and fundraising.
Her expertise as a Notion Capital expert and as a member of the London Revenue Collective.
She regularly writes and speaks on topics including leadership, SaaS metrics, fundraising, and women in tech.
Here are some of the highlights from this episode:
• GTM & Customer Journey
• KPIs & Metrics
• Scaling Customer Success Team
• Customer Success
• Customer Retention
"When it comes to any role in tech and if you want to join a really, really innovative, fast-growing exciting company, you need to be willing to reinvent yourself and you need to make sure that you have no ego attached to anything you've done in the past. Because if you're holding onto history, then you're quickly going to become history."
Sara is an innovative Customer Success professional who’s passionate about customer focus, creative campaigns and organized project planning.
Sara Masson is a Director of Customer Success at Loopio.
Here are some of the highlights from this episode:
• Evolution of customer success organization
• Customer Journey
• Customer Retention
• Customer Health Score
• Scaling Customer Success Team
Tyler Wonderlic is a Vice President of Customer Success at Balto.ai and he joins us on the first episode of CX Insights.
Tyler is an innovative Customer Success leader who creates strategic alliances to effectively align with and support key business initiatives.
Passionate about optimizing the customer experience to drive key business results.
Builds high performing customer-centric teams by hiring, developing, and motivating skilled professionals.
Here are some of the highlights from this episode:
Customer Journey Map
Operating Model for Customer Success
Building Customer Success Team
Customer Success Industry Experience
Customer Lifecycle