Best Doing Cx Right Podcasts (2025)

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Everywhere All at Once: Mastering CX Across Channels | Wyze & Olly | Ep 4 1:01:26

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1d ago1:01:26

1:01:26

Logan Dunn, Head of E-Commerce at Wyze, and Jennifer Peters, Director of D2C at Olly Vitamins, discuss the challenges of managing customer experience across multiple sales channels. They explore the complexities of warranty claims, inventory management, and customer data integration. The conversation delves into the effectiveness of direct mail mar…

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Building Tools People Actually Want to Use with Zach Hawley and Will Aja, co-founders @ SteerCo 41:00

2d ago41:00

41:00

In this episode of SaaS Therapy, Casey Trujillo speaks with Zach Hawley and Will Aja, co-founders of SteerCo, about their journey in customer success and the challenges of startup life. They discuss the importance of empathy in customer interactions, the emotional rollercoaster of entrepreneurship, and how their software aims to automate QBRs to fr…

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#51: Readying an AI-augmented workforce with John Munsell, Bizzuka 24:06

4d ago24:06

24:06

Everyone listening that is already in the workforce, from entry level positions to leaders has had to learn at least a little bit about AI over the last few years. But what are we teaching college students about how AI will impact their work, and more importantly, what should we be teaching them? Today we’re going to talk about helping companies sc…

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182. Breaking Company Silos: The Secret to Customer Experience Excellence (Replay) | Katie Webb 31:46

4d ago31:46

31:46

Are your customers truly delighted, or are company silos preventing your understanding their unspoken desires? How can you transition from providing adequate service to delivering exceptional, memorable experiences through effective design? Stacy Sherman and featured guest Katie Webb, Head of Transformation and Innovation at Aflac, share strategies…

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Why the Godfather of CX Says Employees Matter More Than Customers with Bruce Temkin 44:42

10d ago44:42

44:42

Welcome to a brand new episode of Voice Activated: Tuning Employee Insights At Work. Our host Sean Fitzpatrick, CEO of TalentMap is joined by Bruce Temkin, Chief Humanity Catalyst at Temkinsight and the host of the Humanity at Scale podcast, to discuss how organizations can create more meaningful employee experiences through better leadership pract…

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Mastering Customer Onboarding in SaaS with Gary Yau Chan, Founder @ Clarity Inbox 47:48

9d ago47:48

47:48

Summary In this episode of SaaS Therapy, Todd Kirk interviews Gary Yao Chan, co-founder of a startup, Clarity Inbox. They discuss the importance of customer onboarding calls, the transition from sales-led to product-led growth, and strategies for improving user experience and retention. Gary shares insights from his experience conducting hundreds o…

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#50: REPLAY: Data-driven decision-making in B2B marketing and sales with Kunal Mangal, Verizon Business Group 28:46

11d ago28:46

28:46

Making intelligent decisions is critical for all businesses, but relying on good information is becoming more critical than relying on what worked yesterday. Today we’re going to talk about data-driven decision making in B2B marketing and sales. I’d like to welcome Kunal Mangal, Associate Director of MarTech Strategy at Verizon Business Group, who …

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181. Dollars and Sentiment: Measuring the Real Value of Customer Emotions | Patrick McCullough 29:53

12d ago29:53

29:53

Many business leaders believe emotional connection is unquantifiable and too fluffy to produce real results. This episode of Doing CX Right challenges that view. Stacy Sherman and Patrick McCullough of Hallmark Business Connections reveal how emotional engagement directly influences revenue, retention, and customer loyalty. Listen to how a retailer…

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From Cart to Community: How Brands Build CX That Connects | Glossier & Baublebar | Ep 3 59:49

16d ago59:49

59:49

Cati from Glossier and Maritza from Bauble Bar discuss building customer communities on the CX Mixer podcast. They share insights on leveraging social media, creating VIP experiences, and empowering customer service teams. Cati reveals Glossier's secret Slack community of 800 superfans, while Maritza discusses Bauble Bar's approach to customization…

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Unlocking SaaS Success: Insights from Season Four with Todd Kirk and Casey Trujio 35:31

17d ago35:31

35:31

In this episode of SaaS Therapy, hosts Todd Kirk and Casey Trujillo reflect on the key themes and insights from the past season. The conversation highlights memorable guests and their contributions, as well as the challenges faced by B2B SaaS companies in serving diverse customer needs. Looking ahead, they are excitement for the upcoming season and…

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#49: Adapting your B2B marketing playbook at the speed of AI, with Victoria Blackwell, G2 27:04

18d ago27:04

27:04

Agility today means adapting your marketing playbook at the speed of AI—experimenting fast, learning faster, and never assuming yesterday’s tech advantage still applies. Today we’re going to talk about how B2B marketers should be thinking about AI in the months ahead—and how to know if you’re already behind. To help me discuss this, I’d like to wel…

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180. Hooked On Customers: What Legendary Great Companies Do Right (Replay) | Stacy Sherman 35:20

19d ago35:20

35:20

What does it mean to be 'hooked on customers?' How does it propel businesses into action? Stacy Sherman and Bob Thompson, author, and CEO of Customer Think Corp, explore customer-centric businesses and examine how they execute strategies and outperform competitors that you can do too. Learn the five key habits of customer-centric businesses and why…

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The $10M Insight That Came From a Coffee Break with Sean Fitzpatrick 20:19

24d ago20:19

20:19

Welcome to a brand new episode of Voice Activated: Tuning Employee Insights At Work. Our host Sean Fitzpatrick, CEO of TalentMap, goes solo to share a powerful leadership lesson from his early consulting days in the Alberta oil sands, revealing how this experience shaped his understanding of organizational listening and led to the founding of Talen…

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The secrets to effective customer communication, with Irwin Hipsman, Founder of Repetitos 39:55

24d ago39:55

39:55

In this episode of SaaS Therapy, Todd Kirk and Casey Trujillo discuss the critical importance of maintaining accurate customer contact data in B2B SaaS companies with guest Irwin Hipsman. They explore the common pitfalls organizations face regarding data management, the necessity of effective segmentation, and the role of cross-functional teams in …

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#48: REPLAY: B2B Brand Stories with Tiffany Grinstead, Nationwide Insurance 30:18

25d ago30:18

30:18

We aired this episode a little while ago but wanted to share it again because we think there are some great insights for B2B marketers within it. Today we’re going to talk about using personalization to create more engaging and inspiring stories for B2B brands. To help me discuss this topic, I’d like to welcome Tiffany Grinstead, Vice President – P…

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179. Both/And Thinking: Embracing Conflicts to Solve Your Toughest Problems - Wendy Smith (Replay) 31:15

26d ago31:15

31:15

Are you struggling to navigate competing demands in your business and personal life? What if you could embrace both sides of seemingly contradictory choices? In this episode, Stacy Sherman and Professor Wendy Smith explore the power of "both/and thinking" to make more creative, flexible, and impactful decisions. Learn how to shift from either/or mi…

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Bad Blood: The CX Canary in Your Coal Mine 25:07

26d ago25:07

25:07

Ryan McKeen and Brittany Green from Best Era reveal why communication is still the #1 bar complaint against attorneys—and what it indicates about your practice. With host Paul Bamert, they argue that poor client communication isn't just an ethical issue but a "canary in the coal mine" signaling deeper operational problems that destroy trust. In tod…

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The Impact A Small CX Team Can Have On A Brand | Carpe and Caraway Home | Ep 2 53:33

30d ago53:33

53:33

Larry brings on Nancy, Director of Customer Experience at Caraway, and Daniel, Head of E-Commerce at Carpe, to discuss scaling CX with small teams. They dive into outsourcing call centers, leveraging help desk flows, and breaking up with customers. Unexpected insights include the power of QR codes in post-purchase experiences, the myth of reducing …

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Investing in Customer Success: A Strategic Move with Kelly Hall, CCO @Quickbase 45:23

1M ago45:23

45:23

In this episode of SaaS Therapy, Kelly Hall, Chief Customer Officer at QuickBase, discusses building a customer-centric culture through emotional intelligence, vulnerability, and human connection. She emphasizes delivering real value, fostering trust, and understanding both customers and employees as individuals. Kelly also shares her journey as a …

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#47: The power of AI in UX research and design with Jason Bowman, The Office of Experience 21:35

1M ago21:35

21:35

How does a B2B brand maintain speed and agility in the area of UX design, where it has often taken a considerable amount of time, effort, and testing to get to a better result? Today we’re going to talk about using AI strategically in UX research, design, and testing. To help me discuss this topic, I’d like to welcome Jason Bowman, Executive Direct…

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178. Why “Satisfied” Customers Leave — And How To Keep Them | Stacy Sherman 10:32

1M ago10:32

10:32

Your customer says they’re “satisfied.” So why didn’t they come back? Stacy Sherman—a global keynote speaker and advisor with over 25 years of experience improving customer experience at leading B2B and B2C companies—challenges a metric many businesses still rely on: Customer Satisfaction (CSAT). She explains how CSAT became the standard, why it ma…

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#46: Better onboarding and operations using AI to augment with Srikrishnan Ganesan, Rocketlane 18:55

1M ago18:55

18:55

Customer onboarding is often where good intentions often end up with less-than-stellar execution. Delays, confusion, and misalignment derail even the most promising new relationships. Why is onboarding still broken in so many organizations, and how is AI finally changing that? Today I’m joined by Srikrishnan Ganesan, Co-Founder and CEO of Rocketlan…

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How Port Moody Turns Employee Feedback Into Real Culture Change - with Marta Taylor 40:37

1M ago40:37

40:37

Welcome to a brand new episode of Voice Activated: Tuning Employee Insights At Work. Our host Sean Fitzpatrick, CEO of TalentMap is joined by Marta Taylor, Manager of Strategic Initiatives at the City of Port Moody, to explore successful employee feedback programs in municipal organizations and how to turn survey results into actionable improvement…

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177. Why Customer Experience Is Failing—And How To Do It Right | Sean Albertson 30:42

1M ago30:42

30:42

Is customer experience still a true brand differentiator—or has it lost momentum? Across industries, customer experience (CX) is under pressure. While many companies claim to put customers first, the reality often tells a different story: broken systems, disconnected teams, and blurred ownership are hindering meaningful progress. Stacy Sherman and …

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Voice Activated: Tuning Into Employee Insights Trailer 0:42

1M ago0:42

0:42

Great leadership starts with truly listening to your people. Join Sean Fitzpatrick, founder and CEO of TalentMap, to hear insights and strategies that can help you do just that. In each episode of Voice Activated: Tuning Employee Insights At Work, we’ll dive into real stories of how leaders have transformed their employee experience. Explore topics…

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The Customer ISN’T Always Right | Tommy John’s and True Classic | Ep 1 43:22

2M ago43:22

43:22

Larry brings on Jordan, Senior Manager at True Classic, and Max, Director at Tommy John, to discuss elevating customer experience, tackling fraud, and the power of proactive communication. Discover their unique insights on handling order modifications, leveraging tech tools like Looker and Flip, and debunking myths about BPOs and customer service. …

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#45: REPLAY: Thriving amidst transformation, with Steve Blum, Autodesk 29:45

2M ago29:45

29:45

We aired this episode a little while ago, but thought it had some amazing insights we thought were worth sharing again. Today we’re going to talk about building a change maker culture and how you can help your teams to thrive among change, instead of being disrupted by it. To help me discuss this topic, I’d like to welcome Steve Blum, Chief Operati…

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176. Differentiating Customer Service vs. Customer Experience and Trends (Replay) 31:02

2M ago31:02

31:02

Customer experience & customer service are important for long-term success, yet they are not interchangeable. Stacy Sherman and Max Ball, Principal Analyst at Forrester, discuss the differences and leadership best practices so you are doing both right. You'll also hear new trends to be mindful of and plan for, including gig CX, artificial intellige…

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The Future of Customer Education in SaaS, with Todd Kirk and Casey Trujio 33:28

2M ago33:28

33:28

On this host-only episode of SaaS Therapy, Todd Kirk and Casey Trujillo discuss the challenges and opportunities within customer education in SaaS organizations, the disconnect between customer education teams and their impact on business outcomes, emphasizing the need for radical change in how customer education is approached. They understand the …

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#44: Why "slow" experiences are the new "site is down" with Gerardo Dada, Catchpoint 31:22

2M ago31:22

31:22

When your site is technically "up" but takes too long to load, customers don’t care—it might as well be down. Why is “slow” the new “down”, and how is that reshaping the way organizations think about digital experience? Today I’m joined by Gerardo Dada, Chief Marketing Officer at Catchpoint, a leader in digital experience monitoring. Gerardo recent…

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175. Disney's Proven Insider Tips to Elevate Your Customer Service | Dennis Snow (Replay) 29:16

2M ago29:16

29:16

Imagine if your business could create the same unforgettable experiences as Disney. In this episode, Stacy Sherman uncovers Disney’s customer service strategies with Dennis Snow, a 20-year veteran of Walt Disney World. Discover how to delight your customers beyond mere satisfaction. Learn to design processes from the customer's perspective, create …

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Attorney Mental Health: Fatigue, Burnout & 2nd-hand PTSD 25:02

2M ago25:02

25:02

Research shows that mental illnesses are common in the United States, affecting tens of millions of people each year. Estimates suggest that only half of people with mental illnesses receive treatment. No surprise, attorneys are not insulated from these stats. Renee Morgan is a practicing attorney, author, and is bringing mental health to the foref…

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Unlocking customer insights in SaaS, with Lauren Oswald, UX and market researcher 45:27

2M ago45:27

45:27

Hosts Todd Kirk and Casey Trujillo are joined by UX and market researcher Lauren Oswald to explore the critical aspects of understanding customer needs in the SaaS industry. They discuss the importance of gathering context for data interpretation, overcoming internal biases, and the necessity of humility and trust in research. Lauren emphasizes the…

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Navigating the evolving landscape of CS with Madison Hall, Director of CS at RingCentral 49:09

2M ago49:09

49:09

Join Todd Kirk and Casey Trujillo today for a conversation with Madison Hall, Director of Customer Success at RingCentral. Madison shares her journey from an individual contributor to a leadership role, emphasizing the importance of customer success in driving revenue and retaining customers. Learn more about the evolving landscape of customer succ…

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#43: Localizing video using AI with Guy Piekarz from Panjaya 22:08

2M ago22:08

22:08

Most brands invest heavily in content creation, but how much of that content actually reaches global audiences in a way that feels authentic? With 94% of B2B buyers saying they are more likely to engage with leadership and conference videos in their local language, companies are missing a massive opportunity. How can AI-powered video localization r…

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174. The Hidden Cost of Executive Escalations And How to End It | Stacy Sherman 26:08

2M ago26:08

26:08

Executive escalations are becoming more frequent—and damaging. In this episode, Stacy Sherman exposes the hidden patterns behind these high-impact customer moments and why they’re often signs of deeper issues across teams, systems, and culture. She shares practical strategies to prevent escalations before they start, drawn from her own leadership e…

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The two-hump problem in Customer Education with Dave Derington, host of CELab podcast 53:06

2M ago53:06

53:06

This is part 2 of a conversation between Todd Kirk and Dave Derington! Find part 1 on Dave's podcast CELab: https://customer.education/podcast/episode-155-todd-kirk-brainstorm-the-two-hump-problem/ In this episode, they focus on the 'two hump problem' that represents the gap between scaled and high-touch learning with customer education. They explo…

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173. Keeping Customer Support Human In An Automated World | Priscilla Brooke 30:39

2M ago30:39

30:39

What if the way you measure customer support is setting your team up to fail? What if prioritizing speed is costing you real relationships? And what if the real customer experience (CX) advantage isn’t more tech, but a culture where teams are actually happy to help? In this episode, Stacy Sherman and Priscilla Brooke share bold strategies to move b…

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Understanding certifications in Customer Education with Debbie Smith, President of CEdMA 44:23

3M ago44:23

44:23

Hosts Todd Kirk and Casey Trujillo welcome Debbie Smith, president of CEdMA, to discuss the evolving landscape of customer education and the importance of certifications. Debbie shares insights on how customer education can drive business outcomes, the role of certifications in enhancing partner success, and the legal implications surrounding certi…

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172. Overcoming Mistakes: Proven Strategies for Turning Regret into Wins: Daniel Pink 30:48

3M ago30:48

30:48

We’re bringing back one of our most popular episodes—and for good reason. This conversation struck a chord with so many of you, and its insights are just as relevant today as when it first aired. Regret is one of the most intense and universal human emotions. It often comes with guilt, remorse, or shame—but it also holds the power to drive growth, …

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Scaling CS starts with tech touch, with Joe Di Grande, top CS industry voice 43:26

3M ago43:26

43:26

In this episode of SaaS Therapy, Todd Kirk and substitute co-host Debra Wilson chat with Joe Di Grande, a former VP of Customer Success turned CS consultant. They explore the concept of "tech touch" in customer success, emphasizing its importance in scaling businesses and enhancing customer experiences. Joe provides practical advice on when to adop…

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Uncle Sam Wants His Cut: Case Settlements, Taxes & Entitlements 25:18

3M ago25:18

25:18

The personal injury lawyer’s billboard may say, “Millions Won!,” but how much did the client net? Complicated tax scenarios could tell a different story about what was really “won.” In this episode, Jeremy Babener describes his work helping plaintiffs’ attorneys ensure that a win in the courtroom actually adds value to the firm’s bank account and t…

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171. AI Voice Agents: Big CX Wins, Smarter Lessons, Better ROI | Richard Lin 27:26

3M ago27:26

27:26

AI voice agents are already on the front lines — answering calls, switching languages, and gathering insights from every interaction. But automation alone won’t deliver great customer experiences (CX). The key is doing it right. In this episode of Doing CX Right, Stacy Sherman and Richard Lin, CEO of Anyreach, explore how to deploy voice AI with tr…

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The CSM mindset shift from relationships to revenue with Noah Little, CSM coach 49:53

3M ago49:53

49:53

In this episode Todd Kirk and Casey Trujillo bring on Noah Little, an experienced Customer Success Manager coach, who shares his journey and insights into the evolving role of CSMs. Noah discusses the importance of focusing on revenue generation rather than just relationship management, introducing his Revenue Impact Framework. He emphasizes the ne…

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#42: Maintaining authenticity as you scale with Fred Meyers, Queensboro 22:41

3M ago22:41

22:41

How do you take a business from a basement office in Queens to a $25 million company—without losing the personal touch that made it special in the first place? Joining us today is Fred Meyers, President and Founder of Queensboro, a company that has revolutionized the custom logo apparel industry. Fred spotted a market gap while doing laundry in his…

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170. How to Move From Customer Success or Service to CX Leadership | Stacy Sherman 11:50

3M ago11:50

11:50

Wondering how to move from customer success or service into a true customer experience leadership role—without needing a new title? In this episode, Stacy Sherman explores what it really means to lead CX from wherever you sit in the organization. If you're looking to expand your influence, gain visibility, and make a broader impact on your company’…

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#41: Connecting deeply with B2B audiences with Jason Ing, Gusto 29:57

3M ago29:57

29:57

Payroll isn’t exactly what you’d call exciting—so how do you take a - let’s face it - rather boring topic like that and make it relatable, engaging, and even funny enough to capture an audience’s attention? Joining us today is Jason Ing, Chief Marketing Officer at Gusto, a leading platform that provides small and medium-sized businesses with payrol…

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169. Customer Experience Vs. Marketing: Which One Truly Drives Growth? | Nicole Donnelly 19:12

3M ago19:12

19:12

Is customer experience (CX) the NEW marketing? Or has it always been? Marketing gets people in the door. Customer experience decides if they stay. Every ad, every touchpoint, every promise—it's all CX. So why do so many companies still treat them as separate? In this episode of Doing CX Right, Stacy Sherman and Nicole Donnelly challenge this outdat…

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#40: Harnessing the Power of PR to Scale B2B with Karla Jo Helms, JOTO PR Disruptors™ 27:29

4M ago27:29

27:29

Is your brand’s story building trust—or are you leaving credibility to chance? Our guest today is Karla Jo Helms, Founder and CEO of JOTO PR Disruptors™. Karla is an expert in transforming B2B brands through innovative public relations strategies. With a career dedicated to building trust, managing crises, and leveraging data-driven storytelling, s…

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168. Why Customers Love Nordstrom—Lessons For Every Business | Robert Spector 27:29

4M ago27:29

27:29

What exactly makes Nordstrom's customer service truly legendary? Join Stacy Sherman and retail expert Robert Spector as they reveal the simple, repeatable tactics behind Nordstrom's success. You'll learn how they turn employees into brand ambassadors, build lasting customer relationships, and seamlessly blend digital with in-store experiences. Disc…