Your Customer, Your Success

Building Growth That Lasts: Alignment, Fractional Leadership, and Customer Success Execution with Chelsey ReynoldsChelsey Reynolds joins Your Customer, Your Success for a practical conversation about what it really takes to build growth that lasts.Drawing on her experience leading sales, marketing, and customer success teams through rapid scale, Chelsey breaks down why growth stalls when teams operate in silos, how fear-based leadership quietly undermines execution, and where sales handoffs most often go wrong. We talk candidly about fractional leadership, setting expectations that survive the sale, capturing why customers actually buy, and why alignment matters more than any single metric or tool.This episode is for founders and leaders who want clarity instead of chaos and results that don’t come at the expense of their teams or their customers.Episode Timestamps01:11 — Intro and welcome to the show03:07 — What it’s really like leaving a W2 role to go fractional04:45 — Why sales, marketing, and customer success struggle to work together05:54 — Growth targets, alignment, and what leaders overlook07:17 — How Sales (unintentionally) can make Customer Success harder08:50 — When customer success should be pulled into the sales process12:38 — Setting expectations that survive the handoff16:49 — Why teams struggle with basic handoff discipline18:13 — Capturing why customers buy and why it gets lost post-sale19:53 — CRM realities and why tools don’t solve misalignment21:28 — The real danger of organizational silos23:58 — Fear-based leadership and internal competition29:15 — How leaders unintentionally spread fear during change31:58 — Recognizing fear-based leadership in yourself and change management33:15 — Burnout as the wake-up call35:01 —Where do you look first when growth feels harder than it should?38:17 — Does It Hold Water?41:36 — Chip ShotsBook Recommendation:The Perfectionist’s Guide to Losing Control by Katherine Morgan SchaflerConnect with ChelseyLinkedIn: https://www.linkedin.com/in/chelsey-reynolds-growth-expert/Instagram:  https://www.instagram.com/heychelseyhere/TikTok:   https://www.tiktok.com/@heychelseyhereThreads: https://www.threads.com/@heychelseyhereSubstack:  https://chelseyreynolds.substack.com/Website:  https://growthdepartment.com🔗 Connect with Gary Marra:·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/·       Marra CX Hub:           

This episode is Part 2 of the 1-Year Anniversary Retrospective for Your Customer, Your Success.Part 1 focused on the fun, signature segments of the show. This episode highlights the best conversations and lessonsfrom year one — featuring Customer Experience leaders, Customer Success leaders, and leadership experts who shared thoughtful, practical perspectives.It’s a reflective, easy listen designed for the holiday break — and a look ahead to year two.⏱️ What You’ll Hear in This Episode🎧 Best of Customer Experience (CX)Highlights and perspectives from CX leaders on trust, metrics, storytelling, technology, and where CX is headed next.Featured guests:Rick DentonSean AlbertsonKatie StablerStacy ShermanDave SeatonNatasha EvansAndrew CarothersChris HoodJean Pierre Dumas🎧 Best of Customer SuccessPractical lessons from Customer Success leaders on customer behavior, health scores, expansion, internal alignment, and supporting CSMs.Featured guests:Kristi FaltorussoAlon AhronbergAmber MunroeRachel ProvanJosh NutterAlison DixonAlyssa Nolte🎧 Best of LeadershipLeadership reflections on change, culture, decision-making, accountability, balance, and what effective leadership looks like today.Featured guests:Tim McClearyCaroline BairdMatt FeinerChris GillenShruti JoshiBill KaskoSamanda MoralesFrancie JainKelly SchucknechtMark SternSimona Costantini🙏 Thank YouThank you to every guest who shared their perspective and every listener who supported the show this past year.If this episode made you pause, smile, or rethink something, consider sharing it with someone who might appreciate it too!🔗 Connect with Gary Marra:·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/·       Marra CX Hub:           https://marracxhub.com/·       YouTube:                    YCYS YouTube Page📣 🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.Want to be a guest on Your Customer, Your Success? Send Gary Marra a message on PodMatch here: https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4#CX #CustomerSuccess #ClientExperience #Leadership #AI #ArtificialIntelligence

Episode DescriptionThis episode is Part 1 of our 1-Year Anniversary Retrospective for Your Customer, Your Success.Designed as a lighter, holiday-friendly listen, this episode highlights two of the show’s most popular and revealing segments: Chip Shots and Does It Hold Water?While informal by design, these segments consistently delivered some of the most honest, thoughtful, and memorable moments of the past year. This episode is about reflection, clarity, and having a little fun while looking back.⭐ Best of Chip ShotsWe kick off the retrospective with highlights from Chip Shots, where quick questions led to some of the most revealing insights of the year.Featured moments include:Early career failures that still shape leadership todayUnconventional lessons learned the hard wayA standout answer to “Which leader would you shadow?”Two memorable “call an audible” moments that paid offA clear winner from the book recommendation question that sparked one of the show’s most popular resourcesGuests featured in this segment include:Kristi Faltorusso, Katie Stabler, Alyssa Nolte, Tim McCleary, Chris Gillen, Matt Feiner, Andrew Carothers, Jean Pierre Dumas, Rick Denton, and Kris Wauters.⭐ Best of Does It Hold Water?Inspired by the famous courtroom scene in My Cousin Vinny, Does It Hold Water? became the show’s way of slowing down and pressure-testing ideas that sound good but deserve a closer look.In this retrospective:We revisit the strongest runner-up answers that helped define the segmentThen crown two co-winners, whose responses were head and shoulders above the rest!Featured voices include:Rick Denton, Kristi Faltorusso, Kris Wauters, Andrew Carothers, Dave Seaton, Chris Hood, Alyssa Nolte and Simona Costantini.Why This Episode MattersThis episode captures what made the first year of the show special:Honest conversationsWillingness to challenge assumptionsHumor, humility, and clarityAnd ideas that don’t just sound good...they hold water :)🔜 Coming Up NextIn Part 2 of the retrospective, we revisit highlights from the traditional interview portions of the show, with:CX leadersCustomer Success leadersLeadership experts🙏 Thank YouThank you to every guest who shared their perspective and every listener who supported the show this past year.If this episode made you pause, smile, or rethink something, consider sharing it with someone who might appreciate it too!🔗 Connect with Gary Marra:·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/·       Marra CX Hub:           https://marracxhub.com/·       YouTube:                    YCYS...

Episode 36: Job Security, AI, and What Job Candidates Need to Understand Now with Justin DixonFor years, job seekers were told the same story: big companies are safe, startups are risky, and loyalty will protect you. That story no longer holds up.In this episode of Your Customer, Your Success, I’m joined by Justin Dixon, founder of Hire Tomorrow and host of the Growth Capital Podcast, to talk about what’s really happening in today’s job market. We break down why layoffs at large corporations are happening with little warning, why smaller companies and PE-backed firms can actually offer more visibility and career stability, and how candidates need to rethink job security in 2026.We discuss the realities of modern job search strategy, including how applicant tracking systems (ATS) filter resumes, why most resumes never reach a hiring manager, and how to build an ATS-friendly resume that still tells your story. Justin shares why every candidate should have two resumes — one for online applications and one for networking and interviews — and how recruiters actually scan resumes in seconds, not minutes.We also get into how AI in recruiting is reshaping hiring, from resume screening and candidate scoring to AI-driven interviews and automated applications. We talk honestly about what AI is really doing in hiring, where it helps, where it creates friction, and why candidates need to focus more on networking, referrals, and direct outreach than mass-applying online.If you’re preparing for job interviews, navigating a layoff, considering a move from a large company to a startup, or trying to understand how private equity, return-to-office mandates, and AI are changing the hiring landscape, this episode is a practical guide. No hype. No shortcuts. Just clear thinking about how to search for a job smarter, position yourself better, and avoid the black hole of modern hiring.Topics Covered:Job search strategy in today’s marketCorporate layoffs vs startups and job securityATS resumes and applicant tracking systemsAI in recruiting and AI interviewsNetworking vs mass applyingHiring manager mistakes and candidate experienceJob searching through the holidaysAudio Chapters 01:21 – Who Is Justin Dixon03:23 – Why Big Companies Are No Longer “Safe”05:44 – Are Layoffs Really Because of AI07:36 – Is AI Actually Replacing Jobs09:24 – Return to Office and Shrinking the Talent Pool12:43 – Why Smaller Companies Can Be Safer17:43 – How Job Search Has Changed18:52 – The ATS Resume Reality21:51 – How Recruiters Really Read Resumes23:58 – Bots, Fake Applicants, and Resume Flooding25:41 – Why Networking Beats Applying Online29:29 – Building Visibility Without Forcing It32:48 – What Hiring Managers Get Wrong38:25 – AI Interviews and Candidate Experience40:22 – Job Searching Through the Holidays42:06 – Does It Hold Water?45:44 – Chip ShotsBook Recommendation Rich Dad, Poor Dad by Robert T. KiyosakiConnect with JustinLinkedIn: https://www.linkedin.com/in/jmdixon15/Email: jdixon@hiretomorrow.comWebsite www.HireTomorrow.com🔗 Connect with Gary...

In this episode of Your Customer, Your Success, Gary sits down with Suzanne Smith, a nationally recognized voice on social impact and corporate social responsibility (CSR).Suzanne is the founder and CEO of Social Impact Architects, creator of the Social Trendspotter blog, a TEDx speaker, and a professor of social entrepreneurship, CSR, and ethical leadership at UT Austin and Duke. Her world lives at the intersection of government, policy, and business, and she spends her days helping organizations design solutions that balance purpose and performance.Gary and Suzanne breakdown:Why CSR isn’t just a big-company gameHow small businesses can start with low-cost, high-impact community initiativesThe evolution from “checkbook philanthropy” to embedded, strategy-level CSRWhat happens when brands get CSR spectacularly wrong How CSR ties directly to customer loyalty, employee engagement, and talent attractionWhy Gen Z is forcing companies to move from “pretty words” to “receipts”In this episode, you’ll learn:A practical 4C framework for CSRHow a franchise oil-change shop turned in-kind support for an after-school van into:Why silence on key issues can be as damaging as tone-deaf campaignsHow CSR is increasingly being owned by HR and impact leaders, not just marketingWhy Gen Z will sometimes trade a bit of pay for purpose and what that tells us about employer brandThey wrap with Gary’s classic “Does It Hold Water?” segment on whether CSR is “too risky” in today’s polarized climate, plus Chip Shots on behavioral psychology, Oprah, LinkedIn vs. Facebook, and the professional risks that pay off! Check it out!Chapters01:15 Intro03:01 Why Small Businesses Misunderstand CSR04:31 A Great Small Business Story That Changed Everything09:36 Suzanne's Four C's12:32 CSR Across Every Size of Organization14:52 Where CSR Initiatives Start to Go Wrong19:58 How CSR Shapes Customer and Employee Experience22:14 CSR and Employee Retention24:48 Why Gen Z employee say they will take a pay cut26:58 Consistency and CSR30:32 How Any Business Can Start Small and Make an Impact33:04 Does It Hold Water?35:45 Chip Shots🔗 Connect with Suzanne:Website: www.meetsuzanne.comFacebook: https://www.facebook.com/SocialImpactArchitectsX: https://x.com/socialtrendspotSubstack: https://socialtrendspot.substack.comLI: https://www.linkedin.com/company/social-impact-architects and https://www.linkedin.com/in/suzannesmithtxTEDx “Everyone is a Changemaker”: https://www.youtube.com/watch?v=CJOonQUXL0EInstagram: 

In this Thanksgiving solo episode, Gary breaks down one of the most fundamental concepts in the culinary world — mise en place (“everything in its place”) — and shows how it offers a powerful operating principle for customer experience, client success, and leadership.Using stories from busy kitchens, real-world onboarding challenges, and decades of experience working with complex institutional clients, Gary explores why:preparation is a key to CX strategyinconsistency comes from lack of readinessteams are overwhelmed because processes are underpreparedcustomers can feel your chaos even if they never see itWhether you’re a CX leader, a founder, a client-facing professional, or simply trying to bring more order to the chaos in your work, this episode gives you a practical and memorable framework.🍽️ What You’ll Learn• Why mise en place is a key CX disciplineHow a restaurant’s prep work translates directly to onboarding, handoffs, and client communication.• The real causes of inconsistent customer experienceIt’s (almost) never talent. It’s almost always preparation.• Why great CX is built before the customer ever shows upPreparation reduces chaos, risk, and escalations as it multiplies trust.🔗 Connect with GaryLinkedIn: https://www.linkedin.com/in/garymarraPodcast on Spotify: https://open.spotify.com/show/7pTZksMmQPwZJSeryfK5Xm

Social Media Customer Care: Conversations That Drive CX ROI — with Brooke B. SellasGuest: Brooke B. Sellas — Founder & CEO of B Squared Media, author of Conversations That Connect, LinkedIn Learning instructor, adjunct lecturer, keynote speaker, and host of the Social Media CX Podcast.Episode SummaryIn this episode, Gary sits down with Brooke B. Sellas to discuss how conversation-led social media customer care drives real CX outcomes—retention, loyalty, and revenue.Brooke explains why most brands are stuck in “content factory mode,” how to shift toward talk-worthy content that evokes emotion, and how social conversations can uncover frustration, intent, and purchase signals long before customers enter a sales funnel.You’ll learn why silence is the true churn indicator, what brands get wrong about AI and automation, and how B Squared Media uses social listening, tagging, labeling, and promo codes to attribute real dollars to social customer care.💬 What We CoverWhy content is the vehicle but emotion is the destinationConversation-led social care vs. reactive contact center supportHow enterprise brands use social listening to catch “in the wild” buying signalsTagging & labeling: gain/retain, sentiment, product issues, and intentHow promo codes tie sales directly to social careWhy silence—not complaints—is the biggest churn riskWhere AI actually helps (sorting, tagging, FAQs) vs. where it hurts (EQ moments)Why personality in B2B is a differentiator, not unprofessionalThe metrics that matter most: response time, response rate, and conversation volume📈 Three Practical TakeawaysStart tagging all conversations as acquisition (gain) or retention (retain).Shift content strategy from posting to sparking emotional, talk-worthy reactions.Use AI for IQ tasks (sorting, workflows) but keep humans front and center for real connection.CHAPTERS:00:50 Intro03:12 Conversations > Content04:30 Feeding The Content Monster05:55 Content is the Vehicle, Emotion is the Destination07:42 Being Heard 10:36 What B-Squared Media Actually Does11:54. Why Contact Centers Struggle with Social14:48 Social Listening in the Wild17:03 Tools: Tagging, Labeling & Intent Signals20:58 The "ROI Question"24:07 Fixing KPIs & Conversation Metrics28:52 How AI Fits into Social Media Customer Care32:26 Automation Fails & Hype Cycles38:48 Main Segment Closer: How to be more Conversational 39:43 Does It Hold Water?43:42 Chip Shots🔗 Connect with BrookeLinkedIn: https://www.linkedin.com/in/brookebsellas/B Squared Media: https://bsquared.mediaBook: Conversations That ConnectSocial Media CX Podcast: https://podcasts.apple.com/us/podcast/social-media-cx-podcast🏷️ TagsSocial Customer Care, Social Media ROI, CX Strategy, Customer Experience, Social Listening, Tagging & Labeling, AI in CX, Emotional Marketing, B2B Voice, Brooke Sellas, PodMatch🔗 Connect with Gary...

🎙️ Your Customer, Your Success — Episode 32Pulling CX Off the Rocks: Fixes, Fundies, and the FutureGuest: JP Dumas, CX & Retention Strategist, Founder of CX & Growth Strategies LLC, and Partner at CX on the RocksMost companies don’t lose customers in one big splash...they lose them in many small, inconsistent ones. In this episode of Your Customer, Your Success, Gary Marra sits down with JP Dumas to talk about what’s really broken in customer experience and how to fix it without turning your business upside down.From AI hype vs. human truth to retention as a day-one discipline, this is a straight-up, practical conversation about making CX a real economic engine for your business and your success!🧩 In This EpisodeWhy CX isn’t just support—it’s your brand’s reputation when you’re not in the room.The true role of the contact center as the front porch and dashboard of your company.How pragmatic AI can help—but not replace—the human connection.Why retention starts on day one, not at renewal.What happens when you chase metrics instead of meaning (hello, NPS addiction).How employee enthusiasm sets the ceiling for customer experience.Why “fine” customers are more dangerous than the haters.What happens when companies actually make it right—and how that drives loyalty.The power of culture, pride, and authenticity in the customer journey.The future of CX: predictive analytics, sentiment, and simplicity that serves people first.🧠 JP’s 10 Fixes for Pulling CX Off the RocksDefining CX correctlyValuing the Contact CenterBalancing AI and HumanityRetention as a Continuous ProcessFrom Vanity Metrics to Business OutcomesEX Before CXHandoffs and ContextSurvey OverrelianceOwning Issues (and Using Them Well)Culture as BrandBONUS: It's Gotta Be The Shoes🎧 Episode Chapters 01:06 – 🎬 Intro: Welcome to Your Customer, Your Success with JP Dumas02:18 – 💡 Why does CX matter?03:47 – ☎️ Why do contact centers still matter in the age of AI?09:47 – 💰 Viewing CX as an economic engine, not a soft skill11:51 – 🔁 What retention really means 14:15 – 👥 Why is the employee experience so critical to customer experience?18:44 – 🧭 What distinguishes a CX-minded company from one that’s just customer- friendly?20:17 Metrics Myopia, Virtuos Flywheel21:34 – 🧠 What are you and the CX on the Rocks collective doing to help fix these issues?33:54 - Do They Really Get CX?34:23 – ⚖️ Segment: Does It Hold Water?38:16 – 👟 Segment: Chip Shots👟 Chip ShotsBook: Failing Forward by John C. MaxwellLeader to Shadow: Nike CEO Elliot Hill — “Sometimes your manager gives you the title, but the people give you the leadership.”Sneaker Rotation: Air Jordan 1 “Chicago”Air Jordan 3 “Black Cement”Air Jordan 3 “White Cement” Air Jordan 4 “Bred/Black Cement” Air Jordan...

🎙️ Episode 31: The Human Side of AI in Customer Success | Efficiency, Adoption & the Human TouchGuest: Alon Ahronberg, Vice President of Customer Success at AteraIn this episode, Gary Marra talks with Alon Ahronberg about how he is applying artificial intelligence to help reshape Customer Success at Atera. Alon explains why his team treats AI not as a cost-cutting tool but as a way to create time for deeper client work. He outlines a six-pillar framework for applying AI across efficiency, data, adoption, and personalization, and describes the operational and security challenges of building what he calls the “CSM cockpit.”The discussion covers practical ways to measure efficiency gains, avoid automating for its own sake, and use AI to strengthen, not replace, human judgment. They also examine health-score complexity, the balance between automation and empathy, and how to define clear goals before implementing AI projects.TakeawaysAI should not be implemented without a clear vision.Customer success teams must focus on efficiency and strategic planning.Improvisation is a key skill for customer success managers.AI can free up time for CSMs to focus on client relationships.Measuring customer relationships is crucial for success.🎧 Episode Chapters – The Human Side of AI in Customer Success00:00 Introduction10:59 Building a Customer Success Team That Works15:21 What Does a Clear AI Vision Look Like for CS Leaders?18:16 How AI Is Changing the CSM Role21:55 The Six-Pillar Framework for AI in Customer Success30:06 The CSM Cockpit Challenge32:22 Measuring Efficiency and Time Savings35:06 The Health Score Debate39:07 Balancing Short-Term Wins and Long-Term Strategy41:01 Measuring AI’s Impact on Customer Relationships42:33 Advice for CS Leaders Starting Their AI Journey43:56 Does It Hold Water?46:23 Chip Shots51:52 Wrap-Up📚 Book Recommendation:Alon’s Pick:   Infinite Game, by Simon Sinek       🔗 Connect with Alon:LinkedIn : https://www.linkedin.com/in/alon-ahronberg/website:  https://www.atera.com/🔗 Connect with Gary Marra:·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/·       Marra CX Hub:           https://marracxhub.com/·       YouTube:                    YCYS YouTube Page📣 🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.Want to be a guest on Your Customer, Your Success? Send Gary Marra a message on PodMatch here: https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4#CX...

In this solo episode, Gary shares his insights on Managing Relationships — the mindset and models behind working more effectively with people, especially those who are challenging. Whether you're in Customer Success, leading a team, or navigating cross-functional relationships, understanding human behavior is essential to leading more effectively.Gary walks you through the OCEAN personality model (also known as the Big Five) and compares it to the more widely used DISC framework. Why is DISC so common in corporate training? Why is OCEAN more powerful for long-term leadership success? And how can understanding these traits make you better at reading the room, adapting your approach, and building trust?You'll walk away with a modern, practical lens to assess personalities and a call to lead with the Platinum Rule — treating people how they want to be treated.🔑 In This Episode:Why relationship management = behavior managementThe difference between DISC and OCEAN models — and how to apply bothFull breakdown of the OCEAN traits:Openness – Visionaries vs. StabilizersConscientiousness – Planners vs. FlexersExtraversion – Drop-in Energizers vs. Prep-First ThinkersAgreeableness – People-Pleasers vs. Analytical ChallengersNeuroticism – Worriers vs. Rock-Steady ResolversHow to spot these traits in clients, coworkers, and even yourselfWhy you should lead with the Platinum Rule, not the Golden RuleTips for managing high-stress situations with different personality types and how to deal with difficult people and situations.🛠️ Frameworks Mentioned:OCEAN / Big Five Personality ModelDISC Personality ModelThe Platinum Rule – Treat others how they want to be treated🎯 Action Challenge:Pick a difficult interaction from this week.Guess the other person’s dominant OCEAN trait(s).Adjust your approach using what you learned.Reflect on what changed — and how it impacted the outcome.🧠 Ideal For:CS & CX ManagersPeople LeadersICs managing complex stakeholder relationshipsAnyone trying to decode human behavior in high-stakes environments📌 Resources:Want to learn more about OCEAN? Check out Science of People by Vanessa Van Edwards. Big hat tip to Vanessa and her work which helped inspire me and my approach!DISC Personality Overview: DISCprofile.com📣 Stay Connected:Like this episode? Subscribe, share it with your team, and leave a review.Follow Gary on LinkedIn and check out the Your Customer, Your Success YouTube channel for full interviews.🔗 Connect with Gary Marra:·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/·       Marra CX Hub:           

In this episode of Your Customer, Your Success, host Gary Marra sits down with Alison Dixon, Chief Customer Officer at Portnox, to explore what customer experience looks like in one of the world’s most high-stakes industries — cybersecurity.Alison shares how she built Portnox’s CX organization from the ground up, why time-to-value matters more than ticket counts, and how to keep customers engaged when your product works best in silence. From building health scores that actually mean something to fostering multi-year loyalty, Alison explains how she’s redefining customer experience for a “set it and forget it” world.It’s a conversation about mindset, measurement, and making the invisible value visible — a must-listen for CX and CS leaders navigating complex, technical spaces.🔑 Key TakeawaysCyber CX Is High Stakes – In cybersecurity, silence often means success. The challenge is showing ongoing value when customers only notice you if something breaks.Mindset Shapes Outcomes – Alison believes your “brain creates reality before you see it.” Approach every customer interaction with the expectation of partnership, not conflict.Health Scores Need Heart – Metrics only matter if they drive action. Portnox ties health scores to multi-year contracts, relationships, and proactive outreach.Time-to-Value Over Tickets – Don’t obsess over support volumes; focus on how quickly customers feel protected, confident, and empowered.Executive Buy-In Is Everything – Get leadership involved early, not just when churn risk surfaces. True CX success is a company-wide sport.Visit First, Build Second – Processes and dashboards evolve forever; customer connection must come first. Face-to-face insight beats any CRM metric.Timestamps:01:22 – Intro – Gary opens the show (Manifesting Better CX) with Alison Dixon, CCO at Portnox01:50 – From Cybersecurity to CX – What customer experience means when the stakes are high03:15 – Building CX From the Ground Up – How Alison built Portnox’s CX function from scratch05:38 – Metrics That Matter – Time-to-value, renewals, and why multi-year deals tell the real story08:00 – The Umpire Problem – CX in cybersecurity: customers only notice when something breaks11:32 – The “Aha” Moment – A customer story that defines Portnox’s value14:15– Health Scores That Hold Water – Turning data into meaningful action18:50 – Executive Buy-In – Connecting leadership to CX and customer outcomes21:52 – Hiring for the right reasons – Why traditional or conventional hiring might not work25:51 – Lessons in Leadership – What Alison would tell her past self29:22 – Does It Hold Water?34:21 – Chip Shots📚 Book Recommendation:Alison's Picks: Anything by Cal Newport! Deep Work: Rules for Focused Success in a Distracted World ... and more!🔗 Connect with Alison:LinkedIn : https://www.linkedin.com/in/alison-dixon-msod/Website : https://www.portnox.com/🔗 Connect with Gary...

SummaryIn this episode, Gary Marra and Chris Hood delve into the concept of Agentic AI, exploring its definitions, misconceptions, and the reality versus the hype surrounding it. They discuss the importance of prompts in AI functionality, the distinction between agentic AI and automation, and the current state of AI applications. The conversation emphasizes the need for realistic expectations regarding AI's capabilities and the future of technology in this space.TakeawaysAgentic AI is often misunderstood and misrepresented.Claims about agentic AI are often exaggerated.Agentic AI is more about facilitating actions than true intelligence.Current AI applications are largely automation, not agentic AI.The hype surrounding agentic AI is ahead of its actual capabilities.AI should not replace human empathy in customer interactions.Real-world applications of agentic AI are still in development.The future of agentic AI is promising but requires technological advancements.Understanding the difference between automation and agentic AI is crucial. Chapters01:07 Introduction to Chris Hood and Agentic AI03:52 Basic Background and seeing through the hype 05:31 Definitions and Confusions Agentic AI vs. Automation vs Autonomy11:02 Agentic AI vs. Automation vs Autonomy: Prompts & What's the Difference?11:21 Debating the usefulness of Real-World Applications of Agentic AI20:39 Customer First, Technology Last, AI Maybe25:10 Current Real World Examples, Do they exist?28:38 The Difference Between Automation, Agents, and Agentic31:45 Current State and The Outlook for the near future 🔗 Connect with Chris Hood📖 Book: Infailible: Harnessing the Power of Failure in Digital Business🌐 Website: https://chrishood.com/📱 LinkedIn: chrishood🐦 Twitter: @ChrisHood🔗 Connect with Gary Marra:·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/·       Marra CX Hub:           https://marracxhub.com/·       YouTube:                    YCYS YouTube PageWant to be a guest on Your Customer, Your Success? Send Gary Marra a message on PodMatch here: https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4#CX #customerexperience #AI #AgenticAI #CustomerSuccess #Podmatch

SummaryIn this episode of Your Customer, Your Success, Gary Marra sits down with Amber Monroe, Senior Vice President of Customer Experience at Paradigm Senior Services. With two decades of leadership in healthcare, Amber has mastered the art of turning complex systems into meaningful relationships that deliver measurable impact.From revenue cycle management and compliance to building high-performing teams, Amber shares what makes healthcare customer success fundamentally different from SaaS — and why trust may be the most important business driver of all. She also highlights success stories that show how great customer experience can literally keep small businesses afloat while expanding care for veterans and communities across the country.Whether you work in healthcare, SaaS, or any customer-facing industry, Amber’s perspective offers fresh lessons on strategy, empathy, and building customer partnerships that last.Chapters01:08 Introduction to Amber Monroe and Paradigm Senior Services03:49 Understanding the Role of Customer Success in Healthcare beyond SaaS06:58 Defining Success in Healthcare Customer Experience10:05 Communication Strategies for Client Engagement12:40 Anticipating Customer’s Needs15:00 Measuring Success: Metrics in Healthcare Customer Success20:44 The Role of Account Managers vs. Customer Success Managers27:14 Success Story – Servicing Veterans28:26 Collecting Outstanding Claims for Clients30:54 Advice for New Healthcare Customer Success Leaders31:25 “Does it Hold Water?”35:49 Chip Shots📚 Book Recommendation:Amber’s Pick:Reality-Based Leadership: Ditch the Drama, Restore Sanity to the Workplace, and Turn Excuses into Results, by Cy Wakeman       🔗 Connect with Amber:LinkedIn : https://www.linkedin.com/in/ambermonroe/E-mail :  info@ambermonroecx.com🔗 Connect with Gary Marra:·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/·       Marra CX Hub:           https://marracxhub.com/·       YouTube:                    YCYS YouTube Page📣 🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.Want to be a guest on Your Customer, Your Success? Send Gary Marra a message on PodMatch here: https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4#CX #CustomerSuccess #ClientExperience #Leadership #HealthcareAdministration

CX, EX, and Everybody on the Bus: Driving Real Change in Organizations with Kris WautersWhy real change starts with people, not technology — and how leaders can bring everyone on board.In this episode of Your Customer, Your Success, Gary Marra speaks with Kris Wauters, founder and Managing Director of Gung-Ho Management, about the real drivers of transformation: people, culture, and leadership. With over 30 years of senior leadership experience at global companies and deep expertise in Customer & Employee Experience, Kris shares powerful stories and frameworks for creating lasting change.From “everybody on the bus” to coaching leaders with horses, Kris brings practical wisdom and surprising analogies that highlight why CX and EX must go hand-in-hand. Kris shares his insights on customer experience, employee experience, and leadership development. He emphasizes the importance of people in transformation, the need to connect CX goals to business objectives, and the common misconceptions leaders have about change. Kris discusses strategies for overcoming change fatigue, coaching leaders, and delivering tough truths. He also touches on the impact of AI on jobs and shares valuable book recommendations and personal growth habits.TakeawaysTransformation starts with understanding the maturity level of the organization.People are at the center of any successful transformation.CX and EX strategies must be integrated for effectiveness.Leaders often overlook the importance of connecting CX goals to business objectives.Change fatigue arises from poorly implemented changes.Effective coaching involves bridging the gap between leaders and their teams.Listening without the intent to answer is a crucial skill for leaders.AI will impact jobs, but it will also create new opportunities.Understanding the 'why' behind change is essential for buy-in.Failure is not an option; it's about learning and adapting.Chapters 01:13 Introduction to Transformation and Change 02:52 People First: The Core of Transformation 04:39 Building Integrated CX and EX Strategies 09:50 Aha Moments in Customer Experience Transformation 13:45 Common Misconceptions in Experience Transformation 16:55 Overcoming Change Fatigue in Organizations 26:00 Coaching Leaders in Customer Experience 33:21 Delivering Tough Truths to Leadership 41:08 “Does it Hold Water?” 45:23 Chip Shots📚 Book Recommendation:Kris’s Picks:Gung Ho!, by Ken Blanchard and Sheldon Bowles : working as a team towards a common goalStart with Why, by Simon Sinek : What and How subsequent to the purpose of your businessFind Your Why, by Simon Sinek : find your own purpose in lifeJUNG, Four Archetypes brought by Routledge publishing : the basic starting point of what founded modern psychologySurrounded by Idiots, by dr. Thomas Erikson : inventor of the Insights model, who am I and how can I recognize others and adapt my communication to have impactMaps of Meaning, by dr. Jordan B. Peterson : the connection between modern neuropsychology and ancient stories, insight into human motivation and emotion throughout the millennia.        🔗 Connect with Kris:LinkedIn : www.linkedin.com/in/kwautersWebsite : https://www.gung-ho.be E-mail : a...

SummaryIn this conversation, Matt Feiner, a transformational CEO with over 30 years of experience, shares insights on leadership, corporate culture, and the importance of listening to employees during times of change. He discusses his journey of taking over a company after a long-standing CEO, the challenges of evolving corporate culture, and the significance of hiring for cultural fit. Matt emphasizes the role of a strong culture in enhancing customer experience and the necessity of fostering an environment where healthy debate is encouraged. He also provides valuable advice for new CEOs on navigating culture transformation and the importance of psychological safety in the workplace.TakeawaysMatt emphasizes the importance of listening to employees during leadership transitions.Cultural transformation requires involving key employees in the process.A strong corporate culture can significantly enhance customer experience.Healthy debate among team members is a sign of a strong culture.Hiring for cultural fit is crucial, but diversity in skills is also important.Psychological safety allows employees to provide honest feedback.Change management involves addressing fears and resistance from employees.Leaders should create a safe space for open discussions.Silence can be a powerful tool in meetings to encourage deeper insights.Chapters01:11 Introduction to Matt Feiner and His Journey03:00 Navigating a Huge Leadership Transition06:04 Cultural Evolution and Employee Empowerment07:39 Understanding the Business and Its Clients10:49 Addressing Change and Resistance14:29 Hiring for Cultural Fit17:32 The Impact of Culture on Customer Experience20:50 Lessons on Healthy Debate in Culture25:55 Advice for New CEOs on Culture Transformation28:01 Does It Hold Water? 31:15 Chip Shots: Quickfire Questions📚 Book Recommendation:Matt’s Pick:The Advantage: Why Organizational Health Trumps Everything Else in Business, by Patrick Lencioni🔗 Connect with Matt:·       LinkedIn:      https://www.linkedin.com/in/matt-feiner-8b243b4/🔗 Connect with Gary Marra:·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/·       Marra CX Hub:           https://marracxhub.com/·       YouTube:                    YCYS YouTube Page📣 🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.Want to be a guest on Your Customer, Your Success? Send Gary Marra a message on PodMatch here: 

SummaryIn this conversation, Gary Marra speaks with Francie Jain, the founder and CEO of Terrawatt, about the critical role of coaching in organizations. They discuss how Terrawatt operates as a B2B coaching marketplace, emphasizing the importance of psychological safety in fostering employee engagement and reducing turnover. Francie shares insights on the measurable outcomes of coaching programs, the necessity of a culture of learning, and practical starting points for organizations looking to implement coaching. The conversation highlights the interconnectedness of employee experience and customer experience, and the need for consistent client experiences across coaching networks.TakeawaysPsychological safety is essential for team success.Coaching should be viewed as a business necessity, not a perk.High turnover rates can be significantly reduced through effective coaching.Customization in coaching programs enhances their effectiveness.Measuring the impact of coaching is crucial for understanding ROI.A culture of learning fosters growth and innovation.Leadership should prioritize psychological safety to encourage open communication.Having a clear North Star simplifies decision-making in organizations.Chapters01:00 Introduction to Terrawatt and Coaching Marketplace02:24 Understanding the Terrawatt Model04:43 Under-investing in Coaching07:20 The Costs of Low Psychological Safety10:42 Reframing Coaching as a Business Necessity13:12 Measurable Outcomes of Coaching-$32MM Example!21:12 Starting with Coaching in Organizations22:40 Understanding Client Needs and Feedback26:00 Making the Case for Coaching to the C-Suite 27:20 “Does it Hold Water?”31:42 Chip Shots🔗 Connect with Francie:·       LinkedIn:      https://www.linkedin.com/in/franciejain/·       Website:      https://terawatt.co/🔗 Connect with Gary Marra:·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/·       Marra CX Hub:           https://marracxhub.com/·       YouTube:                    YCYS YouTube Page📣 🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.Want to be a guest on Your Customer, Your Success? Send Gary Marra a message on PodMatch here: https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4

SummaryIn this solo episode of Your Customer, Your Success, Gary Marra discusses various topics, including the misconceptions surrounding agentic AI, the innovative customer experience strategies of the Savannah Bananas, and a unique approach to golf course management. He emphasizes the importance of understanding AI's limitations, the need for engaging customer experiences, and how to turn potential negative situations into positive outcomes.TakeawaysAI is a hot topic, but many projects are overhyped and may fail.The Savannah Bananas provide a unique customer experience that keeps fans engaged.Customer experience should be prioritized over simply adopting new technologies.Golf courses can enhance customer satisfaction by offering creative solutions during maintenance periods.Emotional connections with fans are crucial for sports teams.It's important to define problems clearly before seeking technological solutions.The concept of agentic AI is often misunderstood and misapplied.Successful customer experiences often involve a triple win for all parties involved.Chapters00:43 Introduction to YOLO Gary Goes Solo03:27 Recap of Recent Guest Episodes, check 'em out!!!07:43 Trying to Understand AI and Agentic AI14:51 How the Savannah Bananas Create an AMAZING experience!22:26 Wow or No Wow: Creative Solution involing Golf Course Maintenance🔗 Connect with Gary Marra:·       LinkedIn:                     https://www.linkedin.com/in/gary-marra/·       Marra CX Hub:           https://marracxhub.com/·       YouTube:                    YCYS YouTube Page📣 🎧 Please Listen & Subscribe💡 Don’t forgetto subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer,Your Success for more insights on customer experience,leadership, and business strategy.Want to be aguest on Your Customer, Your Success? Send Gary Marra a message on PodMatch here: https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4

SummaryIn this conversation, Chris Gillen, CEO of Caller Base AI and author of The Villain Trap, discusses the dynamics of leadership accountability, the impact of blame culture on organizations, and the importance of employee experience in delivering great customer experience. He introduces the concept of the 'Villain Trap,' where leaders often blame others for failures instead of taking accountability. Chris emphasizes the need for leaders to foster a positive work environment and to embrace AI as a tool for enhancement rather than replacement. The discussion also touches on personal growth, the importance of self-reflection, and the need for servant leadership in today's world.TakeawaysVictims often need villains to avoid accountability.Blame culture can be addictive and detrimental to leadership.Great customer experience starts with a positive employee experience.The villain trap can silently erode trust within organizations.Leaders must take ownership of their role in employee success.AI should be viewed as a tool for enhancement, not replacement.Self-reflection is crucial for personal and professional growth.Worrying about trivial matters can hinder effective leadership.Servant leadership is essential for fostering a supportive work environment.Building trust is key to maintaining healthy relationships in business.Chapters01:00   Introduction02:00   Understanding the Villain Trap06:25   The Allure of Blame in Leadership11:48   Impact of Blame on Trust and Employee Experience18:03   Breaking Free from the Villain Trap25:21   Empowering Employees for Success28:54   The Essence of Servant Leadership29:14   Navigating the AI Landscape34:39   The Impact of Blame on Change35:36   Key Takeaways from The Villain Trap40:43   Personal Routines for Success45:40   Lessons from Worrying Less📚 Book Recommendation:Chris’s Pick: TBD🔗 Connect with Chris:·       LinkedIn:     https://www.linkedin.com/in/chrisgillen/       Website:      https://www.thevillaintrap.com https://callerbaseai.com🔗 Connect with Gary Marra:·       LinkedIn:                     https://www.linkedin.com/in/gary-marra/·       Marra CX Hub:           https://marracxhub.com/·       YouTube:                    YCYS YouTube Page📣 🎧 Please Listen & Subscribe💡 Don’t forgetto subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer,Your Success for more insights on customer experience,leadership, and business strategy.Want to be...

SummaryIn this conversation, Gary Marra speaks with Bill Kasko, President and CEO of Frontline Source Group, about the current state of the job market, the impact of technology on employment, and effective job search strategies. Bill shares insights on the importance of a strong professional network, the unique People.Process.Service. ™ framework his company employs, and the innovative five-year placement guarantee that sets them apart in the staffing industry. They also discuss the evolving nature of work, including the balance between remote and in-office environments, and the necessity for job seekers to adapt their strategies in a rapidly changing landscape.Takeaways·      The job market is currently chaotic but still vibrant.·      Technology, especially AI, is reshaping employment dynamics.·      Job seekers need to adapt their strategies to the changing landscape.·      A simple, scannable resume is crucial for job applications.·      LinkedIn is an essential tool for networking and job searching.·      Communication and follow-up are key in the job search process.·      The People Process Service framework emphasizes treating candidates with respect.·      The five-year placement guarantee offers clients peace of mind.·      Flexibility in work arrangements is becoming increasingly important.·      Building a strong professional network is vital for career success.Chapters01:20 Introduction02:26 Bill’s Take on the Current Job Market 09:40 The Evolution of Job Search & Current Tips 17:25 The People.Process.Service. ™ Framework25:44 Innovative Hiring Solutions and the Five-Year Warranty35:44 Creating Positive Customer Experiences39:23 The Future of Work: Remote vs. In-Office45:54 “Does It Hold Water?”48:39 Chip Shots📚 Book Recommendations:Bill’s Pick:·       In Search of Excellence, by Tom Peters🔗 Connect with Bill:·       LinkedIn:        https://www.linkedin.com/in/billkasko/·       Website:          https://www.frontlinesourcegroup.com🔗 Connect with Gary Marra:·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/·       Marra CX Hub:           https://marracxhub.com/·       YouTube:                    YCYS YouTube Page📣 🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.Want to be a guest on Your Customer, Your

SummaryIn this conversation, Shruti Joshi, President and COO of Facet Wealth, discusses the transformative approach to financial planning that focuses on accessibility and member-centricity. She highlights the challenges faced by millions of Americans who lack access to quality financial services and explains how Facet Wealth's flat fee model builds trust and encourages meaningful client relationships. The discussion also delves into the importance of customer-centric practices in business, the role of transparency in pricing, and the metrics that matter for success. In this conversation, Shruti and Gary discuss the importance of metrics in customer experience, emphasizing retention and feedback mechanisms. Shruti highlights common mistakes companies make when trying to be customer-centric and the significance of understanding customer needs deeply. The discussion also covers the connection between employee and customer experiences, the evaluation of subscription models in financial services, and valuable lessons learned from career experiences.Takeaways•  Money is a leading cause of stress in America.•  50 to 70 million Americans lack access to quality financial planning.•  Facet Wealth offers a transparent flat fee model for financial planning.•  The traditional AUM model excludes many potential clients.•  Financial planning should address all aspects of a person's life, not just retirement.•  Building trust starts with transparency in pricing and services.•  Customer-centric companies prioritize hiring individuals with a customer-first mentality.•  Processes should involve customer feedback in problem-solving.•  Metrics should balance revenue and customer retention. •  Retention is a key metric in subscription models.•  Subscription models should focus on holistic value, not just investments.•  Mistakes often stem from not knowing the true customer problem.•  Choosing the right challenges to tackle is important for growth.Chapters01:05 Introduction 02:27 The Need for Accessible Financial Planning07:03 Building Trust Through a Flat Fee Model08:16 The Impact of Pricing on Client Behavior10:40 Defining Customer-Centricity in Business14:59 Leading Change in Customer Experience19:04 Making Decisions with Member Trust in Mind22:03 Understanding Metrics in Customer Experience24:33 Common Mistakes in Customer-Centric Approaches27:32 Connecting Employee and Customer Experiences31:19 “Does it Hold Water?”35:18 Chip Shots 📚 Book Recommendations:Shruti’s Pick:·       Catchter in the Rye by J.D. Salinger🔗 Connect with Shruti:·       LinkedIn:        https://www.linkedin.com/in/shruti-joshi1/·       Website:        http://www.facet.com/🔗 Connect with Gary Marra:·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/·       Marra CX Hub: