Going Deeper
This week, Kristi and Jay talked about a variety of topics that give you some insights into who they are, how their early work experience helped shape them as CS leaders, and things they do to help th...
19 Des 202259min
Community-Driven Success
This week, Michael Cooksey, Head of Qualtrics XM Community walks us through how community has moved into the intersection of a variety of departments to bring a customer experience that has had a larg...
12 Des 202242min
Impacting CS with Data
Jan Young joins the team to talk about helping CS teams avoid the 'gap filler' moniker by bringing data from various sources together. It is important to look at scaling from a 1:1 approach (foundat...
5 Des 202235min
Parenting Lessons for Customer Success
This week Kristi Faltorusso joins Jeff and Jay as they discuss the lessons they have learned in the course of parenting that apply to CS. Patience through preparation and awareness, guidance through t...
28 Nov 202242min
The Vault - Building Advocacy
This episode from April 2021 brings Kevin Lau, Senior Director of Customer Advocacy & Experiential Marketing at F5 in to talk about how an advocacy group can help you scale the creation of emotional c...
21 Nov 202236min
Launching Office Hours
Diane Ratigan (Director of CS for Corporate Team, Shannon Creghan (CS Executive), and Kimmie Harrington (CS Executive), all of Higher Logic join Jay today to talk about launching Office Hours. Hosting...
14 Nov 202237min
Spotlight on Pendo’s Scaled CS Program
Erica Akroyd (Sr. Manager, Scale CS and Programs), Ryan Philpott (CS Program Manager), Charles Helms (Scale CSM) join Jay Nathan today to talk about how Pendo turned lack of staffing into an opportuni...
9 Nov 202243min
CS Should Consider Leveraging Partners
Jared Fuller, CEO at PartnerHacker talks with Jeff about the value of bringing partners into your team. Every team has it's strengths and weaknesses, and using your partners to fill any gaps in expert...
7 Nov 202240min
