Best Customer Effort Score Podcasts (2024)

1
Chef Ming Tsai, TV Personality, Entrepreneur, & Founder, MingsBings – Bing-ing Together Tradition and Innovation: Transforming the Freezer Aisle with Health and Taste 29:49

2h ago29:49

29:49

In a landscape where standing out demands both innovation and accessibility, finding ways to connect with a broad audience is crucial. Today's guest has been on a career-long quest to revolutionize the culinary world by blending tradition with modernity, creating products that not only appeal to diverse audiences but also prioritize health and tast…

1
Hospitality, Drawing from B2C and Rethinking the QBR with Aaron Thompson of SuccessCOACHING | Episode 058 45:14

22h ago45:14

45:14

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
Syed “Raj” Imteaz, Partner, Head of Convertible and Equity Derivatives, ICR – Inflation Insulation: Navigating complex capital markets with advisory expertise 18:51

7d ago18:51

18:51

In the current macro environment with growing inflation and financial uncertainty, it's no wonder companies are actively seeking alternative solutions to safeguard their businesses. But today's guest is more than just an alternative; he's a game-changer for his clients, helping them maximize their financial outcomes. Today we're sitting down with R…

1
AI-Powered Customer Success & Predictive Analytics with Arun Balakrishnan and Preetam Jinka of FunnelStory | Episode 057 50:25

8d ago50:25

50:25

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
Charles Baker, Partner, Sidley Austin, Co-Chair Entertainment, Sports & Media – He Shoots, He Scores! : Winning strategies for the game of sports and entertainment investments (re-broadcast) 33:45

14d ago33:45

33:45

This week we’re looking back at one of our most popular episodes of the last 6 months: our conversation with Charles Baker. Every investment comes with plenty of responsibility, but in a multifaceted market like sports and entertainment with varied revenue streams and worldwide integration, navigating this complex landscape can be overwhelming. Tod…

1
SaaS Economics & Driving Customer Outcomes Digitally with Jay Nathan | Episode 056 43:37

15d ago43:37

43:37

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
Ajay Kochhar, President, CEO, and Co-Founder, Li-Cycle – Powering the Future: Leading the charge in sustainability through revolutionary lithium-ion recycling 27:49

21d ago27:49

27:49

Lithium-ion batteries are playing a big part in clean energy development, but making the battery itself clean and efficient will be crucial for the future of this technology. Today's guest is right at the center of making that happen. We're sitting down with Ajay Kochhar, who is President, CEO, and Co-Founder of Li-Cycle, a leading global lithium-i…

1
The Generative AI Primer for CSMs | Episode 055 43:50

22d ago43:50

43:50

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
Fred LeFranc, Managing Partner and Co-founder, Results Thru Strategy – The Secret Ingredient: Spicing up your strategy to succeed in hospitality 32:11

28d ago32:11

32:11

To be a great consultant, a deep understanding of an industry is table stakes, but you also have to connect with the needs of the employees that work within it, while helping a business grow and change appropriately. It's not an easy formula to master, but today's guest has figured it out. Today we're sitting down with long-time FOICER - that stand…

1
AI Insights to Power Your Business with Josh Schachter of Update AI | Episode 054 42:29

29d ago42:29

42:29

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
Dr. Denis Phares, Founder & CEO, Dragonfly Energy – Charging Ahead: Powering sustainability efforts through a battery breakthrough 30:38

1M ago30:38

30:38

Outsourcing our sustainability efforts does help us get one step closer to an eco-friendly future, but to make a true impact we have to develop our own resources and processes. Our guest today is helping to drive the green revolution right here at home. Joining us on this episode is Dr. Denis Phares. After establishing himself as a tenured professo…

1
"Your First" Digital Customer Success Motions with Stijn "Stino" Smet of Whale | Episode 053 57:54

1M ago57:54

57:54

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
Thomas Sandgaard, Founder, Chairman, President, and CEO, Zynex Medical – Electrifying the Industry: Revolutionizing chronic pain care with innovative service and solutions 30:04

1M ago30:04

30:04

There's a reason it's called healthcare – care and carefulness are at the core, and if you want to be successful in the field, you've got to understand the significance of compliance, exceptional service, and continuous expansion. Today's guest has mastered that formula. We're sitting down with Thomas Sandgaard who is Chairman, President, and CEO o…

1
State of the Industry and Promise of AI with Jeff Heckler | Episode 052 34:17

1M ago34:17

34:17

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
Jennifer Holmgren, CEO of LanzaTech – Fueling the Future: Transforming pollution into energy solutions (re-broadcast) 33:18

2M ago33:18

33:18

Innovation is about creation, but it's also about finding new spaces where those creations can be used. Today's guest has applied a centuries-old scientific process to solve the problems of a global industry. Today's guest is Dr. Jennifer Holmgren, CEO of LanzaTech. Under Jennifer’s guidance, LanzaTech is developing a variety of platform chemicals …

1
Emotional Intelligence in Digital and Treating Customers Like Humans with Jenelle Friday | Episode 051 51:13

2M ago51:13

51:13

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
Kevin McLaughlin, Co-Founder & CCO, and Mary Ellen Coyne, CEO, J. McLaughlin – Dressed for Success: Designing a brand's future with customer-centric simplicity (re-broadcast) 37:56

2M ago37:56

37:56

The sign of a strong apparel brand isn't always about covering every billboard. It's about longevity, steady growth, and speaking the customer's language. And today's two guests certainly know how to do that. On this episode, we're sitting down with Kevin McLaughlin, Co-Founder and Chief Creative Officer of J. McLaughlin, and Mary Ellen Coyne, the …

1
Celebrating 50 Episodes: Your Digital Customer Experience Questions Answered | Episode 050 32:15

2M ago32:15

32:15

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
Tom Nolan, CEO of Kendra Scott – Bling it On: Building a Values-Driven Jewelry Empire (re-broadcast) 32:16

2M ago32:16

32:16

In business, you have to want to win. But in addition to that, simple, honest values go an incredibly long way. Today's guest leads a company that is powered by that philosophy. On this episode we get to sit down with Tom Nolan, CEO of the jewelry and accessories brand, Kendra Scott. Tom leads the billion dollar business by balancing day-to-day fun…

1
Customer Engagement with AI and Self-Service Strategies with Kari Ardalan of Qualtrics | Episode 049 40:11

2M ago40:11

40:11

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
Pete Najarian, Managing Partner, RW3 Ventures – Digital Disruption: Decoding the crypto world and revolutionizing finance through blockchain technology 36:59

2M ago36:59

36:59

As the world embraces cryptocurrency, blockchain technology, and deregulated finance, there's a massive transformation on the horizon. But if you're going to invest in these innovations, you need to be incredibly diligent and have a deep understanding of the tech. Today's guest has both. We're sitting down with Pete Najarian, who is the Managing Pa…

1
The Impact of SaaS Economics on CS (Plus Much More!) with Christine Raby | Episode 048 58:20

2M ago58:20

58:20

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
Morgan Brennan, Co-Anchor, CNBC's Closing Bell: Overtime – Lights, Camera, Ascend: A behind-the-scenes look at scaling the media industry's fast-paced climb 31:04

3M ago31:04

31:04

When it comes to climbing the ladder in any industry, being willing to try new things and seize opportunities is your fastest track to growth. Our guest today has built her impressive career and carved out her place in the industry by doing just that. Today we're sitting down with Morgan Brennan, who Co-anchors CNBC's Closing Bell Overtime, which b…

1
Digital Advice from a CS OG and Innovator with Irit Eizips of CSM Practice | Episode 047 50:18

3M ago50:18

50:18

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…

1
Jake Karls, Co-Founder & Rainmaker, Mid-Day Squares – Bittersweet Victory: Showcasing challenges and successes in the entrepreneurial journey 33:13

3M ago33:13

33:13

Introducing a new product into the extremely competitive snack market is not for the faint of heart. To succeed, you need more than a unique product; you need energy, creativity, and a bold approach. Today’s guest has all that in spades. We're sitting down with Jake Karls, who is the first to admit that he's a different kind of business leader, una…

1
Sibling Synergy and Machine Learning in CS with Maarten and Michiel Doornenbal of Churned | Episode 046 39:43

3M ago39:43

39:43

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
Chris Hall, CEO and President, Personalis Inc. – A Prescription for Prosperity: Fueling medical breakthroughs with cutting-edge tech and strategic alliances 29:50

3M ago29:50

29:50

Big healthcare challenges demand cutting-edge healthcare products. Today's guest is building strategic partnerships to get ahead of disease and fuel the growth of their company. Today we're sitting down with Chris Hall, CEO and President of Personalis, which trades under the symbol PSNL. In his role, Chris drives the vision and strategy for the com…

1
Applying Common Sense to Digital Customer Experience with Rob Zambito of Success Scaled | Episode 045 55:18

3M ago55:18

55:18

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,…

1
David Bandele, CFO, Hexagon Composites – Energizing the Industry: Fueling growth by tapping into a sustainable future and a vast market 32:47

3M ago32:47

32:47

There are some extraordinary opportunities for companies with the vision and commitment to get behind the energy transition, and today's guest works with one of them. We're sitting down with David Bandele, who has served as the CFO of Hexagon Composites since 2014. The company is headquartered in Norway and trades under the symbol H E X . O L. Thei…

1
Video Micro-Learning at Scale with Delores Cooper of Zendesk | Episode 044 37:42

3M ago37:42

37:42

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 …

1
Jared Isaacman, Founder, Shift4 and Draken International, Part 2 of 2 – The Next Frontier: Exploring the boundaries of space and innovation 24:55

4M ago24:55

24:55

If you've been to space and back, you're bound to have an amazing perspective about your own capabilities, and what humans can achieve. Our guest today knows all about that. On this episode, we're sharing part two of Morgan Brennan's interview with Jared Isaacman, recorded in January at ICR's 26th annual conference in Orlando, Florida. If you didn'…

1
The Power of Hyper-Personalized Content for Customer Success with Nik Mijic of Matik | Episode 043 36:39

4M ago36:39

36:39

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
Jared Isaacman, Founder, Shift4 and Draken International, Part 1 of 2 – Shooting For The Stars: Going beyond limits for lasting impact 26:46

4M ago26:46

26:46

In business, there's success, and there's potential. Success is nice, but true greatness lies in tapping into unseen possibilities. Today's guest has harnessed their business's potential to make a lasting impact on a global scale. On this episode, we're featuring part one of a two-part interview recorded in January at ICR's annual conference in Orl…

1
Customer Education and The Digital Journey with Erica Akroyd of Pendo | Episode 042 43:59

4M ago43:59

43:59

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…

1
Amol Dhargalkar, Managing Partner and Chairman of the Board, Chatham Financial – Risky Business: How to strategically mitigate and manage market volatility 33:44

4M ago33:44

33:44

Mitigating risk has never been more challenging, but today's guest leans on smart data technology, a great relationship with his clients, and over 20 years of working with his very successful firm. We’re excited to sit down today with Amol Dharkalkar, who is Managing Partner and Chairman of the Board of Chatham Financial. He is the Global Head of C…

1
Data Analysis and Service Recovery Philosophy with Lane Hart of Contentsquare | Episode 041 55:51

4M ago55:51

55:51

Send us a Text Message. Lane Hart of Contentsquare brings to CS a no nonesense approach to ensuring the renewal via strong data analysis combined with a very human approach of customer engagement. He has taken lessons learned from his years in management consulting at IBM forward into a rocketship trajectory in CS at Heap - now Contentsquare. Be su…

1
AI Driven Digital Customer Success in App Form w/ Dickey Singh of Cast.app | Episode 040 51:22

4M ago51:22

51:22

Send us a Text Message. Dickey Singh, CEO of Cast joins us this week for a bonus episode in which we discover his fascinating journey from a long line of engineering leadership roles to today, where he's leading the charge of AI in CS. We discuss at length what he and his team at Cast.app are doing to help revolutionize digital CS and what the futu…

1
Bob Wright, President & CEO of Potbelly Sandwich Works – Bread Winners: How Potbelly's sandwiches are transforming fast-casual dining 30:29

4M ago30:29

30:29

At a time when everyone is paying more for a lot less, and service is in decline, today's guest is leaning in to added value, and it's paying off in spades. We're sitting down with Bob Wright, who has been President and CEO of Potbelly Corporation since July of 2020. The stock trades under the symbol PBPB. Bob has over 30 years of experience in the…

1
Cross Collaborating on the Customer Journey with James Lawson of River Consulting Group | Episode 039 52:07

4M ago52:07

52:07

Send us a Text Message. James Lawson of River Consultancy Group joins us this week in a fun conversation that spans a wide range of topics including a growing sentiment among CS leaders that contributions to the customer journey should be cross collaborative in nature. James is the founder of River Consultancy Group and currently serves as CCO at k…

1
Christine Schindler, Co-founder & CEO, PathSpot – A Clean Sweep: Revolutionizing health and safety in hospitality 24:21

4M ago24:21

24:21

In an industry booming with customer-focused innovations, it's crucial not to overlook the backbone of an enterprise. Today's guest created a groundbreaking technology that prioritizes health and safety for both customers and in-house staff, that is a critical asset for hospitality businesses as a whole. We're sitting down with Christine Schindler,…

1
Tearing Down PLG & SLG Walls in Digital CX with Dee Kapila of Miro | Episode 038 49:36

4M ago49:36

49:36

Send us a Text Message. Today's discussion with Dee Kapila is a fascinating insight into the world of building innovative digital programs within a very well known and broadly used organization, Miro. As Global Head of Scaled Customer Experience, Dee leads both digital and customer education functions. Her talk last year at Pulse on having SLG & PL…

1
Anton Nicholas, Managing Partner, ICR – Revving up Consumer Relationships: How Blue Engine Merges Creativity and Strategy in PR Communications 24:31

5M ago24:31

24:31

Today, there are countless platforms to reach consumers, but utilizing too many outlets can also fragment a brand's image. Our guest on this episode specializes in strategic brand exposure, providing clients with guidance to target consumers, and maintain a united market presence. We're sitting down with Anton Nicholas, Managing Partner at ICR. Ant…

1
Driving Community & Scale at LinkedIn with Ezra Zimbler of LinkedIn | Episode 37 45:00

5M ago45:00

45:00

Send us a Text Message. Ezra Zimbler is a long time LinkedIn team member, currently based in Dublin who is driving some really great initiatives and customer facing teams. He's a diversity & equity champion within the halls of LinkedIn as well as without. This is definitely a topic of conversation in this episode, along with LinkedIn's efforts arou…

1
Hiring for Digital CS and the State of the Job Market with Sara Roberts of Bayview Talent | Episode 36 55:29

5M ago55:29

55:29

Send us a Text Message. Sara Roberts (Bayview Talent and host of Success Unscripted) may not immediately jump out to you as an obvious guest of this podcast. No, she doesn't run a digital CS function nor does she have a rich history in CS. What she does have is her finger on the pulse for growing and scaling CS teams as that is her recruiting agenc…

1
Matthew Tucker, Head of Tock – Data-Driven Dining: Optimizing the guest experience by reshaping reservations 25:12

5M ago25:12

25:12

In the effort to recover from the impact of the pandemic, the hospitality industry has had a surge of innovation, ideas, and new technologies. And while the boost has been essential to getting the industry back on it's feet, it has also intensified the competition. Today's guest is setting themselves apart with their consumer-focused approach. We'r…

1
Diversifying and Digitizing Customer Success with Annie Dean of RecastSuccess | Episode 035 50:47

5M ago50:47

50:47

Send us a Text Message. Reminder! Enter for a Gold Pass to the CS Festival in Austin: Leave a review the podcast and send a quick screenshot to alex@digitalcustomersuccess.com Go to this LinkedIn post and Like it: https://www.linkedin.com/feed/update/urn:li:activity:7152780848642068480 Leave a comment on that same post. Easy! Today's Guest Annie De…

1
Matt Frazier, Founder & CEO, Jones Street Investment Partners – A Prosperous Pursuit: Mastering a market niche, one property at a time 28:39

5M ago28:39

28:39

Over the last few years, the wavering economy has presented problems for virtually every market. In real estate, rising rates and inflation have challenged buyers and sellers alike. But while wading in those waters, today's guest managed to find a silver lining in their unique investment field. Today, we get to sit down with Matt Fraser, a 20-year …

1
Short Form Content & Human Language in Digital Customer Success with Anika Zubair of Griffin | Episode 034 55:11

5M ago55:11

55:11

Send us a Text Message. Enter the contest for a Gold Pass ($1300 value!) to the Customer Success Festival in Austin (Feb 13 & 14, 2024) by following these steps: Review the podcast on your platform of choice and send a quick screenshot to alex@digitalcustomersuccess.com Go to this LinkedIn post and Like it: https://www.linkedin.com/feed/update/urn:…

1
Charles Baker, Partner, Sidley Austin, Co-Chair Entertainment, Sports & Media – He Shoots, He Scores! : Winning strategies for the game of sports and entertainment investments 31:47

5M ago31:47

31:47

Every investment comes with plenty of responsibility, but in a multifaceted market like sports and entertainment with varied revenue streams and worldwide integration, navigating this complex landscape can be overwhelming. Today's guest is helping his clients make sure that all the bases are covered. Literally. We're sitting down with Charles (Chuc…

1
Elevating CS Within Your Organization with Anita Toth | Episode 033 57:22

5M ago57:22

57:22

Send us a Text Message. Enter the contest for a Gold Pass ($1300 value!) to the Customer Success Festival in Austin (Feb 13 & 14, 2024) by following these steps: Review the podcast on your platform of choice and send a quick screenshot to alex@digitalcustomersuccess.com Go to this LinkedIn post and Like it: https://www.linkedin.com/feed/update/urn:…

Podcasts Worth a Listen

Customer Effort Score Podcasts

Podcasts Worth a Listen

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