Best Customer Health Score Podcasts (2025)

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Inside HPE’s Secret Weapon for Customer Success: Executive Interviews Explained! 34:06

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2M ago34:06

34:06

Send us a text What if your customer success strategy could directly boost revenue by 30%? In this episode, Irit Eizips sits down with Susana Esteban, Global CX Leader at HPE, to reveal how their Executive Interview Program transformed customer conversations into a revenue-generating engine. Click here to watch the interview on YouTube! 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 …

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How To Personalize The Onboarding Experience For Different Customer Segments 31:40

2M ago31:40

31:40

Send us a text Struggling with customer onboarding? See how one company transformed its approach and achieved record-breaking success. In this interview on CSM Practice, Irit Eizips sits down with Raman Bindra, a three-time CS Creative Award winner and a top customer success influencer nominee. In just 10 months, his team revamped their onboarding …

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How Emerson Increased Renewals with a ScaledCS engagement 35:34

3M ago35:34

35:34

Send us a text Is digital customer success only for small clients? Think again! Irit Eizips sits down with Tiffany Morin, Director of Customer Success and Renewals at Emerson Test and Measurement, to uncover how her team successfully implemented digital customer success at an enterprise level—resulting in quadrupled engagement! Click here to watch …

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Data-Driven Strategies That Turn Chaos into Wins 30:41

3M ago30:41

30:41

Send us a text Can data-driven strategies really transform customer success? In this interview of CSM Practice, Jen Jackson, a customer success leader with over 20 years of experience, uncovers how leveraging data can improve retention, reduce churn, and scale CS operations. Jen shares her story of turning fragmented data into actionable insights, …

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Scalable Adoption Strategies to BOOST Customer Success in 2025 40:33

3M ago40:33

40:33

Send us a text Are you struggling to get users to adopt your product’s features and drive real engagement? In this interview of CSM Practice, David Kahn from SAP, a seasoned expert with over 25 years of experience in transformation initiatives and product adoption strategies, shares his proven framework for increasing user adoption within tradition…

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Building a Customer Success Team from Scratch! 39:13

3M ago39:13

39:13

Send us a text Can you build a customer success team from scratch in just 12 months? In this interview of the CSM Practice Podcast, Irit Eizips and Mariana Nikolova reveal the secrets behind transforming a legacy tech organization by establishing a best-in-class customer success team. 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 The foundational steps that ensured success, includin…

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The Art of Collaboration in Digital CS with Holly Goodliffe | Episode 096 34:30

3M ago34:30

34:30

Digital CS consultant Holly Goodliffe joins the Digital CX podcast to share her journey from the nonprofit world to tech leadership and discuss the evolving role of digital CS in complex, stakeholder-rich environments. She and Alex explore how simplifying digital engagement, deploying timely CTAs, and adopting a Scrum mindset can empower teams to d…

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Why Giving Renewals to CSMs Works (and How It Can for You Too) 33:17

3M ago33:17

33:17

Send us a text What if your csm team could achieve 100% renewal accuracy and eliminate surprise churn? Sounds impossible, right? Irit Eizips is joined by Ephrat Peled who shares her journey of transforming renewal processes to drive exceptional results. Together, they dive into the groundbreaking strategies that led her team to revolutionize their …

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From Metrics to Meaning: How Data Stories Save Accounts 30:42

4M ago30:42

30:42

Send us a text Are your traditional usage metrics failing to prove your product’s value? Creating data stories could save your accounts! In this interview, Robin Leathers shares her groundbreaking approach to leveraging usage data creatively. Learn how her team transformed renewal conversations and saved high-value accounts, even under challenging …

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Lessons from a Customer Success Professional for Higher CSAT 26:00

4M ago26:00

26:00

Send us a text What’s the secret to a 33% CSAT boost? Irit Eizips sits down with Daniel Oberes, Head of Operations at Snappr, to uncover how he redefined their customer success strategy. With a proven track record of transforming businesses, Daniel shares powerful tactics and actionable advice to help you achieve similar results. Click here to watc…

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Start Where You Are: Small Steps to Success with Justin Neal | Episode 95 31:20

4M ago31:20

31:20

Justin Neal, a digital customer success expert with a long pedigree in operations, joins the show to break down the fundamentals of digital CS, the power of operational alignment, and how teams can drive impact with limited resources. He and Alex discuss starting small with automation, the key to a successful first 30 days in CS, and standout examp…

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Building Success Plans Your Customers Can’t Live Without 36:54

4M ago36:54

36:54

Send us a text What makes a success plan truly impactful? Jason Seals, a Director of Customer Success, uncovers the magic behind creating success plans that excite customers, drive value, and boost net retention rates. Learn how to move beyond basic project plans and align your strategy with what your customers can't live without! Click here to wat…

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Handwritten Notes: A Simple Way to Make Customers Feel Valued 20:49

4M ago20:49

20:49

Send us a text What if a simple handwritten note could turn a frustrated customer into a lifelong advocate? In this interview, David Wachs, the founder of Handwrytten, a company revolutionizing how businesses connect with customers through personalized, handwritten notes, shares how his approach has helped companies boost customer retention, create…

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Turning Written Customer Feedback into Meaningful Action for Your Brand | Episode 094 18:30

5M ago18:30

18:30

Are you leveraging customer feedback for growth and improvement? In this episode of the Digital CX Podcast, we explore how to transform customer feedback into actionable insights. We discuss the importance of responding to written feedback, especially in the realm of NPS surveys, where qualitative insights can reveal more than numeric scores ever c…

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From Cost Center to Profit Center - Transforming CS Teams 31:34

5M ago31:34

31:34

Send us a text Is your Customer Success team leaving money on the table? Meet Marija Skobe-Pilley, an award-winning Customer Success expert, podcast host of Women in Customer Success, and co-founder of a thriving fractional CS consultancy. In this episode, Marija shares her experience transforming CS teams from cost centers to profit centers. Click…

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Back to Basics: The Art of the Renewal Flow | Episode 093 26:19

5M ago26:19

26:19

In the spirit of showing our work - I figured I'd take this solo episode as an opportunity to walk you through a renewal flow I've been working on with the team! We also talk about my recent appearance on The Daily Standup where we talk about overcomplicating digital CS. Lastly, I'd love for you to submit your own work for a mini show-and-tell wher…

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Scaling Success: SAP's 7 Dimensions of Customer Success Framework 30:07

5M ago30:07

30:07

Send us a text Can a single framework transform both customer satisfaction and organizational culture? In this exclusive interview with David Kahn, VP of Customer Success at SAP, we explore the groundbreaking 7 Dimensions of Customer Success Framework that is reshaping customer engagement and organizational alignment. Gain valuable insights into ho…

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Inside Fullstory’s Approach to In-App Engagement with Talia Root and Brent Hildebrand | Episode 092 37:57

5M ago37:57

37:57

Talia Root and Brent Hildebrand from Fullstory join the Digital CX podcast to discuss the evolving role of digital customer experience, from in-app engagement to balancing scale with personalization. They share insights on measuring success, prioritizing product development, and the key skills that make a great program manager in the digital landsc…

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Why you should use AI to explain customer HealthScores 30:02

5M ago30:02

30:02

Send us a text Can AI transform every phase of the customer journey? Sampoorna Dasgupta from IBM’s Chief Analytics Office, who reveals how AI and generative AI are revolutionizing customer engagement, adoption, and renewals at scale. With over 10 years of experience in digital transformation, she shares how data-driven insights are making a massive…

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Handwritten Notes as a CX Strategy to Surprise & Delight with David Wachs of Handwrytten | Episode 091 33:24

5M ago33:24

33:24

David Wachs, founder and CEO of Handwritten, joins the show to discuss how automated handwritten notes can create meaningful customer connections at scale. He and Alex explore the power of personalized outreach, the role of robotics in writing thank-you notes, and how businesses can use this approach to surprise, delight, and build stronger relatio…

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Digital Customer Success - A New Era of Engagement 38:49

5M ago38:49

38:49

Send us a text How can you scale customer success without sacrificing quality? Marie Lunney, a seasoned expert in digital customer success, to explore the art of scaling customer success effectively. Marie shares her experiences and strategies from implementing scalable CS programs across multiple companies, offering valuable insights into building…

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Transforming Customer Experience with AI-Driven Chatbots and Productivity Tools | Episode 090 26:56

5M ago26:56

26:56

In this solo episode of the podcast, I address some recent questions I've gotten specifically about A.I. in CS. A few tangents are included as per usual: Chapters: 00:00 - Intro 02:42 - When is your program ready for A.I.? 04:10 - Data readiness for installing A.I. 08:14 - Using AI for content generation 11:05 - Staying current or getting up to spe…

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How to Prove Value to Customers 34:23

6M ago34:23

34:23

Send us a text Is your saas onboarding strategy leaving customer value on the table? Saood Shah reveals how value audits can transform your customer success strategy. Learn how to boost retention, accelerate ARR growth, and create a seamless handoff from professional services to customer success. Click here to watch the interview on YouTube! 𝐇𝐈𝐆𝐇𝐋𝐈…

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Current State of AI in CS and Introducing MondAI CS with Michael Forney | Episode 089 42:14

6M ago42:14

42:14

Customer Success Summit in Austin on February 11th & 12th: https://events.customersuccesscollective.com/location/austin This is an episode of "MondAI CS", a new podcast by our CS friend Michael Forney that we recorded last week. I felt that the content would be fantastic to post here as well. This episode delves into the intersection of AI and cust…

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The Role of Portfolio Customer Success Managers 27:14

6M ago27:14

27:14

Send us a text How do top portfolio CSMs manage hundreds of accounts without losing the personal touch? Let's dive in to the role! Vitor Meira and Irit Eizips discuss the strategies behind managing hundreds of accounts using scalable techniques like dynamic segmentation, pooled models, and data-driven prioritization. Vitor shares how he maintains m…

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Digital CS and the Job Market with the Return of Dillon Young of Lifetime Value Media | Episode 088 45:38

6M ago45:38

45:38

Dillon Young, founder of Lifetime Value Media, RETURNS to the show to discuss building a media company, the evolving role of the word "digital" in customer success and what it takes to win in this job market. He and Alex explore actionable strategies for creating empathetic customer experiences, leveraging digital tools to drive value, and the impo…

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Cutting Churn with QBRs and Renewals: A Small Team’s Big Win 30:59

6M ago30:59

30:59

Send us a text Mary discusses how her small but mighty team of 4 CSMs leveraged QBRs (Quarterly Business Reviews) and automated renewals to significantly reduce churn and increase efficiency. Mary shares her team's journey of implementing a customer success platform (CSP), streamlining processes, and scaling high-touch engagement with limited resou…

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From B2C to B2B: Simplicity is Key in Digital CS with Ed Powers | Episode 087 45:54

6M ago45:54

45:54

Ed Powers, Principal Consultant at Service Excellence Partners, discusses in depth the measurable impact of digital customer success on revenue retention and long-term loyalty. He and Alex discuss lessons from B2C industries, the importance of viewing the full customer journey, and how companies can embrace constant innovation to scale effectively …

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AI Is Changing Customer Success Forever 32:45

6M ago32:45

32:45

Send us a text Is traditional customer feedback collection dead? Lihong Hicken introduces a groundbreaking AI survey tool that not only enhances customer experience but also provides real-time insights and upsell opportunities. Say goodbye to outdated, long-form surveys and discover how AI can deliver dynamic, personalized feedback while driving st…

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Data Hygiene for Great Customer Experiences with Irwin Hipsman of Repetitos | Episode 086 45:54

6M ago45:54

45:54

To participate in Irwin's research project, go to https://repetitos.com/research. The first 20 respondents will get a free one-hour session with Irwin! Irwin Hipsman, Founder at Repetitos, chats with Alex about the importance of data hygiene and how tracking customer movement impacts digital customer success initiatives. The two discuss the challen…

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Uplevel Your QBRs to Double Your Upsell Revenue 36:44

7M ago36:44

36:44

Send us a text Are you maximizing the potential of your existing customer base, or are you still relying too heavily on new sales? In this interview, Stijn Smet shares actionable insights on how top-performing companies are using data-driven customer success strategies to uplevel your QBRs and double your upsell revenues. Click here to watch the in…

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End Of Year Recap as Told by Google’s NotebookLM | Episode 085 10:37

7M ago10:37

10:37

Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee: This show runs exclusively on caffe…

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Transform Customer Onboarding with These Practical Steps 32:15

7M ago32:15

32:15

Send us a text Do your customers keep getting stuck in onboarding purgatory? After this session with Kristi Faltorusso, you will learn the key steps that will transform your onboarding experience. Whether you're struggling with long onboarding times or looking for practical, scalable solutions, Kristi shares strategies that have driven success at C…

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Using Google's NotebookLM to Produce a Podcast and Summarize Docs | Episode 084 24:57

7M ago24:57

24:57

Link to this episode on YouTube: https://youtu.be/23MrFuVuMmg In this episode, I give you an "over-the-shoulder" peek into using Google's NotebookLM to produce next week's podcast episode! That is perhaps the most surprising feature of this amazing free tool. Besides that, it's great at summarizing documents or web pages for easy consumption and ca…

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Implementing the “Experts Success” Strategy - Upsells & Retention 27:28

7M ago27:28

27:28

Send us a text How can companies support and grow their small customers (SMBs) with limited resources? Discover how Maple’s innovative platform helps companies support their small customers (SMBs) without breaking the bank. In this episode, Irit and guest Elad Donsky dive into scalable customer success strategies using industry experts. Click here …

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Airtable’s Journey to Scalable Customer Success with Alison Barrett | Episode 083 55:35

7M ago55:35

55:35

Alison Barrett, Head of Scaled Customer Success at Airtable, shares her journey from consulting at Deloitte to shaping scalable customer success strategies at fast-growing tech companies like Slack and Mixpanel. She and Alex discuss the power of ambassador programs, AI use cases in CS, and the importance of cross-functional collaboration in buildin…

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Data-Driven Initiatives to Lowering Churn 23:43

7M ago23:43

23:43

Send us a text Is it possible to save every account? While it's important to do everything possible to prevent churn, Customer Success teams need to be strategic in their efforts. Bárbara Edith Pugliese shares her team’s innovative approaches to reduce churn, prove value, and foster customer advocacy; maintaining the goal to maximize overall custom…

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Pro Tips for Building a Better Digital CS Program with Marley Wagner | Episode 082 50:02

7M ago50:02

50:02

Marley Wagner, a seasoned expert in marketing and customer success, joins the podcast to explore the intersection of digital customer success and cross-functional collaboration. She and Alex discuss strategies for leveraging automation, transforming QBRs, and reimagining customer engagement through data-driven digital programs, all while highlighti…

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Achieving a Net Positive Score with Google Forms 19:54

7M ago19:54

19:54

Send us a text Did you know that you can boost your net retention rate using just a Google Form? In this episode of the CSM Practice Podcast, Irit Eizips sits down with Sara Areco, Head of Customer Success at Antavo, to discuss a simple yet powerful strategy for achieving a net positive score. Discover how Sara's team tracks customer sentiment and …

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Building Automations That Enhance Customer Experience with Samantha David of Monday.com | Ep. 081 49:39

8M ago49:39

49:39

Samantha David, a seasoned digital customer success expert, shares her journey from traditional customer service roles to pioneering digital CS strategies. She and Alex discuss the importance of automation, scaling human connection, and blending digital tools with human touchpoints to create proactive, personalized customer experiences. Chapters: 0…

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Secrets to Smooth Renewals and Driving Upsell Opportunities 32:27

8M ago32:27

32:27

Send us a text "Streamlining renewals and driving upsell opportunities aren't just tactics; they're essential strategies for sustainable growth in today's evolving customer success landscape." Chris Dishman, Sr. Vice President of Global CS at Totango, shares the importance of proactive strategies in customer renewals, the benefits of empowering Cus…

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Where to Find Automation Opportunities to Improve Customer AND Employee Experience | Episode 080 32:23

8M ago32:23

32:23

This solo episode of the DCX podcast is inspired by my recent job transition into a new role leading Customer Experience at Belfry Software. As I've just recently joined, I am actively engaged in the process of uncovering the opportunities which exist for automations to be implemented. The primary goals of implementing these automations are simple:…

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Why Every CEO Needs to Understand Customer Success! 26:23

8M ago26:23

26:23

Send us a text In this episode of the CSM Practice podcast, Irit Eizips sits down with Mark Abbott, CEO of ninety.io, to explore the critical elements of customer success and business growth. Learn how the Entrepreneurial Operating System (EOS) can be a game-changer for companies aiming to enhance customer retention and build sustainable high-trust…

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Digital Duct Tape: Leveraging AI to Solve CX Challenges with Scott Wilder | Episode 079 36:39

8M ago36:39

36:39

In this episode of the Digital CX Podcast, host Alex Turkovic chats with Scott Wilder, Head of Digital Success at Clari with a wealth of previous experience from Google, Adobe, and HubSpot among others. The conversation explores leveraging AI for customer success, integrating data across platforms, and adopting B2C innovation to enhance digital exp…

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Optimizing Cross-Functional Customer Success Processes 26:47

8M ago26:47

26:47

Send us a text Beth Fulton shows us how to optimize CS processes through cross-functional collaboration LIKE A BOSS! Learn the insider tips and tricks that can transform your team's efficiency and drive unprecedented growth in your customer success strategy. Click here to watch on YouTube! 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Discover how shifting focus from technical imp…

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Lessons in CX Leadership and Strategy with CX "Superwoman" Nat Onions of Customer.io | Episode 078 55:19

8M ago55:19

55:19

Nat Onions, CX leader at Customer.io, dives into the importance of data and automation in driving effective customer support and engagement. She shares her experiences from building a customer success program, experimenting with AI tools, and leveraging SMS to scale interactions, while also discussing the significance of diversity and attention to …

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Renewal Automation Leads to 15-Point Improvement in Retention Rate 34:00

8M ago34:00

34:00

Send us a text Can renewal automation transform your customer success strategy and drive significant revenue growth? The answer is YES! In this insightful conversation with Sharon Shafran, VP of Customer Success and Operations at Emerson, we explore the journey of implementing automation in a mature organization and the remarkable outcomes achieved…

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Scaling Customer Education for Digital CS with Adam Avramescu of Personio & the CELab Podcast | Episode 077 46:28

8M ago46:28

46:28

Adam Avramescu, Vice President of Customer Education at Personio and co-host of the CELab Podcast, joins the show to share his thoughts on the evolving role of customer education in digital customer success. He and Alex dive into the challenges of content curation, scaling personalized experiences, and the growing importance of integrating educatio…

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Future of Customer Success: CEO Perspective on Metrics and Investments 33:08

9M ago33:08

33:08

Send us a text Do you know what the future holds for customer success? In this episode of the CSM Practice Podcast, we find out the predictions for this crazy question from a CEO's perspective. Join Irit as she chats with You Mon Tsang, CEO of ChurnZero, about the evolving landscape of customer success, key metrics, and strategic investments. Click…

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Enhancing CX with Targeted Campaigns...and LinkedIn Ads! with Kat Breeggemann of Automox | Episode 076 53:33

9M ago53:33

53:33

Kat Breeggemann, Digital Customer Experience Program Manager at Automox, joins the podcast to discuss the role of data in driving digital customer success and enhancing product adoption. She shares her journey into customer success, the importance of tailoring digital programs to customer needs, and explores strategies to prevent downgrades using t…