Best Customer Health Score Podcasts (2024)

1
Customer Education for Revenue Growth with Greg Rose of Intellum | Episode 062 1:01:40

2h ago1:01:40

1:01:40

Send us a Text Message. Ever wondered how mastering customer education can lead to skyrocketing revenue? Listen in as we sit down with Greg Rose of Intellum, who takes us on his extraordinary journey from running a record label to pioneering the field of customer education. You'll learn the magic of Education Qualified Leads (EQLs) and how they can…

1
Should we merge CS and Support roles? 26:32

1h ago26:32

26:32

Dive into a riveting conversation with Krishna Raj Raja, the visionary Founder and CEO of Support Logic, as he unveils the game-changing fusion of Customer Success and Support roles in the era of AI. Discover how embracing these changes can revolutionize customer service experiences and empower businesses to thrive in the digital age. Join us for a…

1
Future Proof Your Teams and Career with Rod Cherkas of HelloCCO | Episode 061 53:22

5h ago53:22

53:22

Send us a Text Message. This week, we are pleased to bring you a conversation with Rod Cherkas, a SaaS veteran, consultant, author of two books on customer success, and vocal contributor to the CS community. Rod and Alex discuss his past at Marketo and Gainsight (among others), his newly released book REACH, as well as where he sees the CS professi…

1
Why the KORE Score Framework will Retire the Net Promoter Score 30:41

1d ago30:41

30:41

Are we ready to say goodbye to the NPS score? Stephen Fulkerson, VP of Research and Advisory at TSIA, shares his groundbreaking framework, the KORE score, designed to assess various aspects of customer success and provide insights into organizational performance, customer satisfaction, and retention. The KORE Score - Keeping Organizational Outcomes…

1
Digital Musings: Measuring Customer Health Without Telemetry and Combatting Imposter Syndrome | Episode 060 33:03

7d ago33:03

33:03

Send us a Text Message. In this solo episode, we tackle two primary topics: Imposter Syndrome specific to Digital CS and how to combat it Building Customer Health Scores without the benefit of product Telemetry Along the way, I also share a few news items and resources with you. Enjoy! I know I sure did... Resources: Virtual Scale & Digital Meetup …

1
Monetizing Customer Success - A Masterclass in CS Revenue Generation 31:27

9d ago31:27

31:27

Sanjeet Bali shares her journey of transforming a struggling customer success practice into a revenue-generating powerhouse. Learn how she monetized customer success, generating millions in revenue through strategic alignment, team building, and value realization. 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Discover Sanjeet Bali's journey of transforming a failing customer succe…

1
Transformative Digital Experiences through AI and Customer Education with Eric Mistry of Contentsquare | Episode 059 51:04

14d ago51:04

51:04

Send us a Text Message. Eric Mistry (Strategy & Shared Services Operations Manager at Contentsquare) has a very unique background and set of skills in education that afford him a fascinating perspective on the customer experience. Eric joins Alex to discuss the evolving use of AI in the workplace, the importance of connecting cross-functional dots,…

1
Take Your CS Operations Team to the Next Level 25:48

16d ago25:48

25:48

What is a Customer Success Operations team and why do you need one? Ben Krefting, Chief Customer Officer at Cross River, shares invaluable insights from his extensive experience, shedding light on the strategies that have proven effective in scaling customer success operations and significantly improving customer experience. 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Ben's uniq…

1
Hospitality, Drawing from B2C and Rethinking the QBR with Aaron Thompson of SuccessCOACHING | Episode 058 48:36

25d ago48:36

48:36

Send us a Text Message. Aaron Thompson (Chief Revenue Officer of SuccessCOACHING and Founder of Red Slacks) has dedicated his professional life to helping companies and CS professionals. He and Alex delve into the importance of leveraging digital technologies and data to enhance customer experience, and explore the benefits of transitioning from hi…

1
If You Don't Have a Customer Advisory Board Yet...Listen to this! 28:31

28d ago28:31

28:31

How can executive advisory boards transform your company's approach to Customer Success? In this episode of the CSMP Podcast, Irit Eizips and Mike Marchetti, Chief Customer Experience Officer at DRB, discuss the pivotal role these boards play in driving growth and enhancing customer engagement. With a background in Silicon Valley, Mike offers inval…

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AI-Powered Customer Success & Predictive Analytics with Arun Balakrishnan and Preetam Jinka of FunnelStory | Episode 057 53:47

29d ago53:47

53:47

Send us a Text Message. Preetam Jinka and Arun Balakrishnan, co-founders of FunnelStory, join the podcast to discuss how we’re just scratching the surface with AI and machine learning. They chat with Alex about how FunnelStory is revolutionizing customer success strategies, enabling teams to predict churn, optimize user engagement, and drive revenu…

1
EP 231 – Global Expansion: Data-Driven Local Strategies for Sales Excellence – Yamini Bhat – co-Founder and the CEO of Vymo 32:09

1M ago32:09

32:09

In this episode of the Asia InsurTech Podcast, we sat down with Yamini Bhat, co-founder and CEO of Vymo, to discuss the intricacies of global expansion and the strategic insights she has gained from growing Vymo. Yamini highlighted the critical importance of localizing business strategies to fit different markets, from Japan’s preference for small,…

1
Career Change - From Tech Support to CS 26:07

1M ago26:07

26:07

Are you contemplating a leap into a customer success role or pondering a career shift within the tech landscape? This episode is tailor-made for you! We're thrilled to feature Imro Budhoo, Director of Customer Success Europe at Basware, and Waseem Shaikh, Manager of Customer Success at BrowserStack. They're here to unfold their transformative journ…

1
SaaS Economics & Driving Customer Outcomes Digitally with Jay Nathan | Episode 056 47:00

1M ago47:00

47:00

Send us a Text Message. Jay Nathan is the co-founder of GrowthCurve.io, Chief Customer Officer at Churnkey, and one of the most respected voices in the customer success community. He joins Alex as they explore Jay’s early career as a software engineer, the integration of AI with other digital tools, and navigating the economic landscape of SaaS. Ch…

1
What You Don't Know About Customer Success Career Paths - Deltek Does! 24:46

1M ago24:46

24:46

Dive into the depths of the Customer Success career path and uncover career development insights with Christine Boermeester, Senior Director of Customer Success at Deltek, on this enlightening episode of the CSM Practice Podcast. Christine, a true mastermind in the CS domain, shares her invaluable experience with Deltek's groundbreaking approach to…

1
The Generative AI Primer for CSMs | Episode 055 47:13

2M ago47:13

47:13

Send us a Text Message. In this, my second solo episode - I wanted to spend some time trying to demystify Generative AI for CSMs and CS leaders alike. According to statistics, only 25% of CS workers utilize AI in the workplace on a regular basis, which I think is WAY too low - especially considering how stretched thin most CSMs really are. So - in …

1
Gen AI in Action: Boosting Customer Support and Success Strategies 29:29

2M ago29:29

29:29

Discover the transformative power of AI tools in customer support with industry experts Irit Eizips and Boaz Arbel. Gain insights into how Gen AI enhances support services and drives proactive strategies for efficient and advanced support teams. Explore real-world examples showcasing AI's impact on response quality and streamlined processes. Key Hi…

1
AI Insights to Power Your Business with Josh Schachter of Update AI | Episode 054 45:51

2M ago45:51

45:51

Send us a Text Message. Matik's Scale + CS Virtual Conference: https://bit.ly/scalecs-aturkovic Josh Schachter is the Founder and CEO of UpdateAI, the conversation intelligence tool built specifically for the customer success profession. He sits down with Alex to talk product management, the unorthodox genesis of UpdateAI, and, of course, artificia…

1
"Your First" Digital Customer Success Motions with Stijn "Stino" Smet of Whale | Episode 053 1:01:17

2M ago1:01:17

1:01:17

Send us a Text Message. Matik's Scale + CS Virtual Conference: https://bit.ly/scalecs-aturkovic In this special edition, Alex sits down with Stijn "Stino" Smet, Head of Customer Success at Whale.io, the host of *two* customer success podcasts, and all-around loose cannon. He joins Alex (in his studio!) for a very special joint episode of their podc…

1
How Do I Deal With Challenging Customers as a CSM? 28:21

2M ago28:21

28:21

How can customer success managers enhance customer retention? In this enlightening episode, Alon Ahronberg, AVP of Customer Success at Cheq, shares invaluable insights on navigating common yet challenging customer scenarios! HIGHLIGHTS - Strategies for scaling CS teams from 5 to 30 members. - Tech stack recommendations for managing long-tail segmen…

1
EP 230 – The Convergence of InsurTech and FinTech: Making Insurance Invisible – Anthony Lee – co-Founder and CEO of LydiaAI 37:56

2M ago37:56

37:56

“I feel like there’s a convergence going on. And that’s, that’s with InsurTech and FinTech. And what’s being left behind in the world of InsurTech is increasingly, in my view, core systems, a new generation of core systems. But everything else, like when you talk about embedded insurance, it’s becoming part of embedded finance. And it’s this whole …

1
Hyper Growth Strategies: Supercharging Customer Success Teams 22:26

2M ago22:26

22:26

Join Irit Eizips in this enlightening episode of the CSM Practice Podcast as she delves into effective customer success methodologies with Elliot Ghnassia, Chief Customer Officer at Sociabble. Discover the secrets behind successful team expansion, upsell strategies, and churn reduction in a fast-paced corporate environment. Key Highlights: - Learn …

1
State of the Industry and Promise of AI with Jeff Heckler | Episode 052 37:40

2M ago37:40

37:40

Send us a Text Message. Link to Matik's Scale + CS Virtual Conference: https://bit.ly/scalecs-aturkovic. Today, I'm joined by Jeff Heckler - a CS veteran with a lot of wisdom to share around the state of the industry, the AI tools with the most promise, and Slack overwhelm. In this episode, we cover a wide variety of topics, including: 00:00:00 - W…

1
EP 229 – From Legacy to Leading Edge: Transparent, Affordable and Flexible Item-by-Item Insurance – Katherine Clayton – co-Founder and CEO of Peachii Insurance 28:54

2M ago28:54

28:54

“So we’re getting great conversion rates on eligible items. And we’re just in that period. Now. We’re moving to convert those customers to paid customers. So I’ll keep you posted on what that looks like. But really, I mean, honestly, you know, when you launch something, you go, this is going to be crickets. I am prepared for silence. I agree. We’re…

1
Revolutionize Your Customer Success with Generative AI 34:40

2M ago34:40

34:40

Dive into the world of innovative Customer Success strategies with Samuel Cummings III, founder of Dataplant, as he shares groundbreaking insights on scaling operations using generative AI. Discover practical tips, the importance of embracing innovation, and valuable guidance for enhancing customer outcomes. Key highlights: Samuel Cummings III shar…

1
Emotional Intelligence in Digital and Treating Customers Like Humans with Jenelle Friday | Episode 051 54:36

3M ago54:36

54:36

Send us a Text Message. Jenelle Friday of Forecastable and the Customer Success Collective’s “CS Leader of the Year” for 2023 is someone who is easily liked. She's hyper-in tune with what makes people tick, and is even the author of her own framework on emotional intelligence in customer success. In this wonderful chat, we talk about: 00:00 - Carin…

1
The Ultimate Guide to Scaling Customer Success for Maximum Results 30:32

3M ago30:32

30:32

Join Irit Eizips in an insightful conversation with Christine Boermeester, Senior Director of Customer Success at Deltek. This episode delves into innovative strategies for scaling Customer Success operations, highlighted by Deltek's journey in structuring their CS team and implementing specialized roles. 🔍 Key Takeaways: - Insights into building s…

1
Celebrating 50 Episodes: Your Digital Customer Experience Questions Answered | Episode 050 35:38

3M ago35:38

35:38

Send us a Text Message. As we pop the champagne on our 50th show, a heartfelt thank you is in order for every listener & guest who's joined me on this wild ride through the evolving world of digital customer interactions. It's a transformational moment for the show as we shift from focusing on 'Digital Customer Success' to encompassing the broader …

1
EP 228 – Building Meaningful Health Scores: Understanding Health in the Digital Age – Peter Ohnemus – President and CEO of dacadoo 35:10

3M ago35:10

35:10

“Health is not a sprint. Health is a marathon. We spent seven years only creating the health score. 400 million man years of clinical data. So it was an enormous undertaking to create that health score.” – Peter Ohnemus In this episode of the Asia InsurTech Podcast, Peter Ohnemus, President & CEO of dacadoo, discusses the development of its Health …

1
Driving Innovation in Customer Success with the 70-20-10 Methodology 35:55

3M ago35:55

35:55

What is the 70-20-10 framework and how can business executives leverage it for organizational growth and optimization? Tomer Laks, CEO & Founder of Kapability Group, offers a roadmap for profound organizational transformation in this episode! Key Highlights: 🔸 Explore how the 70-20-10 framework enhances change management, communication, transparenc…

1
Customer Engagement with AI and Self-Service Strategies with Kari Ardalan of Qualtrics | Episode 049 43:34

3M ago43:34

43:34

Send us a Text Message. Kari Ardalan of Qualtrics is a staple in the CS community and has been leading scaled motions for YEARS - which is sometime that not a lot of people can say. She also sits on Gainsight's Digital Advisory Board - so yeah, she's qualified to talk about this stuff. :-) In this fantastic conversation, we talk about: Building dig…

1
EP 227 – Revolutionizing Health Insurance: Embedded Health Solutions and Driving Customer Engagement – Sebastien Gaudin – Founder and CEO of The CareVoice 25:45

3M ago25:45

25:45

“When you talk to customers, I would say both we have to make sure that insurers are willing to embark on the journey with us and that it addresses their needs. But ultimately, the end user is super important, if solutions are not compelling for the end users, you know, it doesn’t work.” – Sebastien Gaudin The Asia InsurTech Podcast welcomed back S…

1
Why You Need NPS Surveys! 27:43

3M ago27:43

27:43

Join Irit Eizips, CCO and CEO of CSM Practice, for a session with Himanshu Garg, an expert in customer success. This podcast episode focuses on the innovative application of personalized Net Promoter Score (NPS) surveys and their role in transforming customer engagement and success across diverse industries. 🔍 Key Takeaways: - Examination of how cu…

1
The Impact of SaaS Economics on CS (Plus Much More!) with Christine Raby | Episode 048 1:01:43

3M ago1:01:43

1:01:43

Send us a Text Message. Christine Raby, Founder of DeliverDelight, brings the heat in this episode where we cover off a very wide range of topics - some CS related and some non-CS related. Christine's background is absolutely fascinating and I've been a fan of her presence both on LinkedIn and TikTok for quite some time now. This episode is full of…

1
Increase NPS Score BY 125% - Digital Engagement Secrets You Must Know 24:39

3M ago24:39

24:39

Daniel Coullet, Senior Vice President of Global Support and Customer Experience, reveals the strategic pivot and implementation of digital initiatives over the past five years. This transformed Qlik's approach to customer success and significantly amplified customer engagement and satisfaction through innovative digital touchpoints. Key Highlights:…

1
Digital Advice from a CS OG and Innovator with Irit Eizips of CSM Practice | Episode 047 53:40

4M ago53:40

53:40

Send us a Text Message. Irit Eizips has been in and around CS for a long time. From being in on the ground floor at Gainsight to running her very successful consultancy, she has been a staple in the CS community and consistently produces fantastic content that we all benefit from! In this episode, we get into: Irit’s days at the early-stage Gainsig…

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EP 226 – Bernhard Kotanko – McKinsey & Company – Overcoming Obstacles and Seizing Value in Asia’s P&C Insurance Market 37:59

3M ago37:59

37:59

“Asia, of course, is a construct of many, many geographies. And each geography is very different…I see a real opportunity to leapfrog and not go through all the stages… Here in Asia, you can make markets, you can create markets.” – Bernhard Kotanko In this second episode of the Asia InsurTech Podcast featuring Bernhard Kotanko, a Senior Partner at …

1
Churn Prediction - The Consumption Based Model 18:14

4M ago18:14

18:14

Irit Eizips and Avner Baruch, the brain behind Project Moneyball, focus on churn prediction in consumption-based models. Unpack the challenges and innovative strategies crucial for customer retention and growth. Episode Highlights: - Expertise from Avner Baruch: Insights from Avner's rich background in customer success and his strategic approach to…

1
Sibling Synergy and Machine Learning in CS with Maarten and Michiel Doornenbal of Churned | Episode 046 43:06

4M ago43:06

43:06

Send us a Text Message. Maarten & Michiel Doornenbal are not only brothers, but also co-founders of Churned! They join me this week for a fantastic conversation about the platform they've built, AI, scorecards and more! Unfortunately, my audio/video didn't record - so you'll here me narrating the episode - but it's kind of fun to switch formats up …

1
How Data Insights Can Transform Customer Success to Perfection 38:25

4M ago38:25

38:25

Dive into cutting-edge strategies for capturing and analyzing customer data that goes beyond mere collection. Join Irit Eizips with Irina Cismas, Head of Marketing at Custify, as they explore cutting-edge strategies for leveraging data in customer success.We will unveil the key framework that transforms CX into a potent formula for growth. Key Take…

1
Applying Common Sense to Digital Customer Experience with Rob Zambito of Success Scaled | Episode 045 58:41

4M ago58:41

58:41

Send us a Text Message. Invariably, when you speak to someone in CS about Rob Zambito, the first comment that almost always comes back is, "He's a good guy". ...and I couldn't agree more. I wouldn't say that I've known Rob for a very long - but the time we've spent both on Zoom and in-person has always been extremely high-quality, funny, impactful,…

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EP 225 – Bernhard Kotanko – McKinsey & Company – A Paradigm Shift – Navigating APAC’s Dynamic Life Insurance Landscape 31:24

4M ago31:24

31:24

Amidst a backdrop of slowed growth rates in Life Insurance, both developed and developing markets in Asia are facing critical junctures. In an insightful episode of the Asia InsurTech Podcast, Bernhard Kotanko, a Senior Partner and Asia-Pacific Insurance Practice leader at McKinsey & Company delves into the transformative shifts within Asia’s Life …

1
The vital role of CS Operations in proactive company transformation 37:26

4M ago37:26

37:26

Building a proactive customer success practice requires anticipating customer needs and addressing them before they become problems. What’s more, building quickly requires a strong vision, a strong plan, and a strong and efficient operations team. In this insightful interview, Irit Eizips sits down with Stephanie Berner, Global Head of Customer Suc…

1
Video Micro-Learning at Scale with Delores Cooper of Zendesk | Episode 044 41:05

4M ago41:05

41:05

Send us a Text Message. Not only does Delores Cooper of Zendesk have a pretty amazing back story, she's also doing some pretty amazing things with a small and scrappy team at Zendesk. Short form video has become an increasingly popular medium for distribution of content and Zendesk is utilizing this as part of their digital enablement strategy. In …

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EP 224 – Adedamola Oloko and Victoria Olorunmola – AXA Mansard – A Deep Dive into Africa’s InsurTech Evolution 33:38

4M ago33:38

33:38

In a truly fascinating episode of the Asia InsurTech Podcast, Damola Oloko and Victoria Olorunmola dive deep into the transformative potential of InsurTech across the African continent. Highlighting the critical importance of tailoring insurance technology solutions to local cultures and consumer behaviors, they discuss how understanding regional n…

1
The Ultimate Guide to Mitigate Customer Churn 33:46

4M ago33:46

33:46

Welcome to this engaging podcast episode hosted by Irit Eizips, featuring our special guest Adi Aloni, Senior Vice President of Customer Success at Folloze. Together, they unravel essential strategies for mitigating customer churn and preserving valuable customer relationships. Join the conversation as Adi shares insights on identifying and maintai…

1
The Power of Hyper-Personalized Content for Customer Success with Nik Mijic of Matik | Episode 043 40:02

4M ago40:02

40:02

Send us a Text Message. Nik Mijic, co-founder of Matik comes to us this week with not only a fascinating back-story, but some great CS-related content as we discuss a wide variety of very timely and important topics. In this episode, we talk about: How Matik automates the creation of content with personalized data, primarily for CS and Sales The cu…

1
The Surprising Productivity Tips Every CSM Needs to Know 24:44

5M ago24:44

24:44

Step into the world of Customer Success Management with our CSM Practice Podcast episode: "The Surprising Productivity Tips Every CSM Needs to Know." In this engaging session, Bhavika Kochar, CS Ladies founder and community builder, shares her evolution from managing 45 to 300 accounts. Her journey, enriched by pursuing a Master's in Engineering Ma…

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EP 223 – Gourab Mukherjee – CEO of Aktivo Labs – It’s Going to Be a $7 Trillion Health Care Bill 40:24

4M ago40:24

40:24

The Asia InsurTech Podcast was joined by Gourab Mukherjee, CEO and co-founder of Aktivo Labs, to discuss the transformative power of technology in the health and insurance sectors. Gourab highlighted the significant advancements in health monitoring and management through the integration of real-time data, personalization, and digital health ecosys…

1
Customer Education and The Digital Journey with Erica Akroyd of Pendo | Episode 042 47:22

5M ago47:22

47:22

Send us a Text Message. I always love talking with people who work within companies that serve the CS community, and this one is no different. Erica was a fantastic guest to have on the show, partly because of the myriad of roles she's played at the company but also because she has done and is doing some pretty cool things in the realm of digital a…

Podcasts Worth a Listen

Customer Health Score Podcasts

Podcasts Worth a Listen

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