Best Client Experience (cx Podcasts (2025)

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#157 The Anxious Generation 24:18

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5h ago24:18

24:18

What happens to innovation, team dynamics, and trust in organizations when a significant portion of employees are emotionally fragile, risk-averse, and struggle with interpersonal interactions? In this episode of the Delighted Customers podcast, I dive into the profound impact of generational shifts on workplace culture, leadership, and customer ex…

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Ep 9 - Building Trust Through Intentional Service | Darrell Grant 43:53

1d ago43:53

43:53

Watch this episode on YouTube In this episode of The Intangible Brand, Jerry and Carl sit down with Darrell Grant, Chief Experience Officer at Hightower Wealth Advisors, a firm redefining what client experience looks like in the wealth management space. Darrell shares how intentional service design — what he calls a “butler mindset” — transforms ev…

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Meet Users Where They Are with Jillian Bejtlich, Sr. Manager of Community and Customer Marketing 45:52

2d ago45:52

45:52

In this episode of SaaS Therapy, Todd and Casey welcome Jillian Betlick, Senior Manager of Community and Customer Advocacy at Calendly. They discuss the importance of community in business, how to build and manage a successful community, and the nuances of community engagement. Jillian shares her insights on finding community champions, measuring s…

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#156 Turning Data Into CX Impact: Storytelling That Sticks 23:19

7d ago23:19

23:19

What’s stopping CX leaders from turning mountains of customer data into executive-ready stories that prompt real change? In this episode, we dig deep into one of the most urgent—and often overlooked—challenges for customer experience (CX) teams: crafting compelling, actionable narratives from all that customer insight. Data is everywhere, but too o…

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The Science of Retention with Rachel Provan, Founder & CEO of Provan Sucess 44:25

9d ago44:25

44:25

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From Fake Leads to Firm Ethics: Rebuilding Trust w/ Jerry Van Vort VP of CS @WUWTA 43:50

10d ago43:50

43:50

By Joe Di Grande

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#155 The Evolving State of Customer Experience: Insights and Future Trends 23:28

14d ago23:28

23:28

What happens when a profession built on human insight faces a tidal wave of change—from evolving business demands to the rise of AI? How do CX leaders stay relevant and drive meaningful results in this new landscape? This episode digs deep into the shifting world of customer experience (CX) with Greg Melia, CEO of the Customer Experience Profession…

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Ep 8 - PR That Builds Culture | Steven Gallo 41:23

15d ago41:23

41:23

Watch this episode on YouTube In this episode of The Intangible Brand, Jerry and Carl sit down with Steven Gallo, Vice President, Client Services at Reputation Ink, a B2B marketing and PR agency for professional services firms. Steve shares how PR can be more than an external visibility tool — it can also be a powerful driver of internal culture an…

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Unlocking Productivity with Outlook with Todd Kirk and Casey Trujillo 31:24

16d ago31:24

31:24

In this episode of SaaS Therapy, hosts Todd Kirk and Casey Trujillo celebrate their podcast's success while discussing effective customer training strategies. They explore the new features of Outlook, emphasizing the importance of change management and user comfort. Todd shares best practices for engaging training sessions, highlighting the need to…

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Leading Without a Playbook w/ Stephanie Blair 35:54

17d ago35:54

35:54

Stephanie Blair, founder and CEO of Know and Flourish, shares profound insights from her experience leading sales and customer success teams across the US and UK. Her stories reveal how understanding each team member's unique motivations and adapting leadership styles across different cultural contexts can transform team performance. 🎙️ Guest: Step…

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#154 How Political Extremes Shape Customer Loyalty and Brand Evangelism 29:09

21d ago29:09

29:09

What drives customers to cling fiercely to a brand, even when it means paying more or overlooking problems others wouldn’t forgive? Is our political identity quietly fueling a new kind of “super loyalty” that’s transforming customer behavior, for better or worse? In this episode of the Delighted Customers podcast, I dive into these burning question…

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Turning Problems Into Solutions with Ashley DeKerlegand, Director of CE and CX Enablement @ QuickBase 43:31

23d ago43:31

43:31

In this episode of SaaS Therapy, Todd Kirk and Casey Trujillo welcome back Ashley DeKerlegand to discuss the Action Mapping framework, a method for enhancing customer education and driving behavior change. The conversation explores the importance of measurable goals, the challenges faced in customer education, and the need for cross-functional coll…

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The Silent Competitor: How One Client Deployed a Rival Solution Under the Radar w/ Kristi Faltorusso 38:50

24d ago38:50

38:50

The competitive landscape in SaaS is ruthless, with rivals actively targeting your existing customers who already have budget allocated and pain points identified. Customer Success teams must develop competitive awareness to avoid being blindsided at renewal time. • Competitors view your customers as prime targets since they've already secured budg…

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#153 Navigating Crisis with Integrity: Strategies for Building Trust in Customer Experience 34:35

28d ago34:35

34:35

What happens when your company’s reputation—and your customers’ trust—hangs by a thread? Are you ready for a moment when a crisis isn’t just possible, but inevitable? In this episode, I dive deep into one of the most critical topics for today’s leaders: how strategy, communication, and integrity intersect to protect (and sometimes rebuild) your org…

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Ep 7 - Unifying Brand and Culture in Times of Growth | Eric Anest 42:54

29d ago42:54

42:54

Watch this episode on YouTube In this episode of The Intangible Brand, Jerry and Carl sit down with Eric Anest, Senior Vice President of Marketing and Communications at Salas O’Brien, a rapidly growing engineering and consulting firm. Eric shares his perspective on the connection between employee experience and client experience — and why brand wor…

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The Power of ADKAR and ADOPT Frameworks with Todd Kirk and Casey Trujillo 41:25

30d ago41:25

41:25

In this episode of SaaS Therapy, Todd and Casey dive into the intricacies of change management, focusing on the ADKAR framework and introducing their own ADOPT framework. They discuss the importance of awareness, desire, knowledge, and participation in driving successful software adoption. The conversation emphasizes the need for effective communic…

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From Farmhouse Tables to Digital Community: An Entrepreneur's Journey w/ Brad Davis of Success Panda 46:23

1M ago46:23

46:23

Brad Davis shares how your professional network directly correlates with career success in customer success, emphasizing that careers are team sports requiring consistent engagement rather than last-minute networking. • Brad's entrepreneurial journey began with Cincinnati Farmhouse Tables, teaching him valuable business lessons • Success Panda was …

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#152 Toyota’s Secret Weapon: Applying the A3 and Nemawashi for Customer Loyalty 32:36

1M ago32:36

32:36

What if the real secret to customer loyalty and transformation isn’t just about great ideas, but about how you build consensus within your organization—before you make a single move? Too often, even the smartest strategies can get derailed by resistance, misalignment, or simple miscommunication inside a company. That’s why I was eager to dig into t…

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From Rollout to Adoption: Change Management that Works with Sara Scheibner, member of the TechSmith Advisory Board 46:30

1M ago46:30

46:30

In this episode of SaaS Therapy, Todd and Casey engage with Sarah Scheibner, a member of the TechSmith Advisory Board, to discuss the importance of customer feedback, change management, and effective communication in software implementation. Sarah shares her experiences with TechSmith and highlights the need for software vendors to prioritize user …

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Rescue Stories: The Hidden Dangers of CS Heroics w/ Greg Daines CEO @ ChurnRX 53:35

1M ago53:35

53:35

Greg Daines, CEO of ChurnRx, exposes why heroic customer rescues are actually disaster stories and how focusing on customer satisfaction is often counterproductive to retention. • Rescue stories are often celebrated in CS culture but indicate systemic failures and rarely result in long-term retention • Data shows zero correlation between customer s…

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#151 The Generous Leader: 7 Ways to Give of Yourself for Everyone's Gain 31:42

1M ago31:42

31:42

What if the real secret to exceptional leadership isn’t control, charisma, or even performance—but generosity? Could the “soft stuff” like listening, empathy, and vulnerability truly drive the hardest results in business? In this episode of the Delighted Customers podcast, I dig into that very question with Joe Davis, legendary former Senior Partne…

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Ep 6 – Leading with Purpose and Building Culture with Dave Minifie 50:55

1M ago50:55

50:55

Watch this episode on YouTube In this episode of The Intangible Brand, Jerry welcomes Dave Minifie, a seasoned leader known for bringing clarity to the relationship between purpose, leadership, and organizational culture. Dave shares his perspective on why understanding the “why” (whether in personal life, family, or within an organization) is esse…

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Mastering SaaS Pricing Strategies with Bill Wilson, CEO & Founder @ Pace Pricing 47:10

1M ago47:10

47:10

In this episode of SaaS Therapy, Todd Kirk and Casey Trujillo welcome Bill Wilson, a B2B pricing strategist, to discuss the intricacies of pricing strategies in SaaS businesses. Bill shares his journey from software engineering to pricing strategy, emphasizing the importance of understanding customer needs and the dynamics of pricing within organiz…

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Scaling Office Hours: The Art of Failing Fast w/ Kat Breeggemann Founder of Katalyst CX 30:37

1M ago30:37

30:37

Kat Brigham shares how SalesLoft's daily office hours program evolved from themed sessions to open forums, revealing that customers prefer flexibility over structure when seeking help. • Started with daily office hours open to all customers regardless of size or segment • Themed office hours failed because customers joined whichever session was hap…

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# 150 Delta’s AI Fare Experiment: Will Smart Pricing Alienate Loyal Customers? 27:43

2M ago27:43

27:43

Is AI-powered personalized pricing the next frontier—or the next fiasco—for customer loyalty and corporate reputation? That’s the burning question I dive into with my guest, Dr. Peter Fader, on this episode of the Delighted Customers podcast. With Delta Air Lines rolling out AI-driven pricing and the world watching closely, the conversation takes a…

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The Power of Empathy in Customer Relationships with Randy Hulme, Director of CS @ Qualtrics 47:01

2M ago47:01

47:01

In this episode of SaaS Therapy, Todd and Casey welcome Randy Hulme from Qualtrics to discuss the intricacies of customer success in the public sector. Randy shares insights from his extensive experience at Qualtrics, including impactful speakers at their events, the importance of creating a positive team culture, and strategies for managing divers…

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Navigating C-Suite Personalities: A CSM's Survival Guide w/ Tiffany Parkes from User Interviews 42:25

2M ago42:25

42:25

Tiffany Parks shares her soul-crushing experience of having her carefully prepared loyalty program presentation dismissed as "boilerplate" by a CEO after working for three weeks on what she thought was a bespoke strategy. The conversation explores the challenging journey of transitioning from mid-market to strategic CSM roles and the importance of …

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#149 The Heart of Service: A Blueprint for Human Centered AI in Customer Service 27:40

2M ago27:40

27:40

What really makes customer service stick—not just as a business function, but as a transformative and human-centered experience—even in an era dominated by AI and automation? That’s the burning question I dig into with my guest on this episode of the Delighted Customers podcast. If you’ve ever wondered why some organizations continually miss the ma…

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Ep 5 – Why Employer Brand Is Your Untapped Advantage | Lindsay Wilson & Elizabeth Pierce 50:04

2M ago50:04

50:04

Watch this episode on YouTube. What happens when a brand refresh becomes a catalyst for cultural alignment, recruiting strength, and leadership clarity? In this episode of The Intangible Brand, hosts Jerry Gennaria and Carl Winstead speak with Lindsay Wilson, President and Interior Sector Leader at Corgan, and Elizabeth Pierce, Chief Marketing Offi…

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Why AI Won’t Steal Your Job (But Someone Using It Might) with Ryan Debenham, CEO @ Grin AI 41:49

2M ago41:49

41:49

In this episode of SaaS Therapy, host Todd Kirk and guest Ryan Debenham, CEO of Grin AI, explore the evolving landscape of AI in business. They discuss the hype surrounding AI, the balance between optimism and realism, and the importance of understanding AI for both product teams and individual knowledge workers. Ryan shares insights on AI strategy…

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Beyond the Money Ask: Building Customer Engagement for Successful Renewals w/ Marie Lunney 45:11

2M ago45:11

45:11

Marie Lunney shares insights from her experience building digital customer success programs, highlighting the pitfalls of focusing only on renewals rather than designing a complete customer journey. She discusses the importance of aligning executives around customer success, creating internal workflows before customer-facing automation, and remembe…

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NEW BOOK: The Heart of Service [Overview] 21:35

2M ago21:35

21:35

The Heart of Service isn’t just another business book—it’s a playbook for leaders who want AI to strengthen, not replace, human connection. Through the story of Chloe Chen, a contact center leader facing rising volumes, low morale, and vendor pressure, listeners learn how to push past the hype, listen to frontline teams, and design a customer exper…

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#148 Rethinking AI Strategy in Customer Experience 32:24

2M ago32:24

32:24

Is your business rushing into AI without really understanding how it fits into your strategy—or worse, letting “FOMO” drive your next big tech investment? On this episode of the Delighted Customers podcast, I challenge leaders to think beyond the hype and get real about the transformational (and sometimes risky) power of AI in delivering great cust…

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The Content Glue: Keeping Teams Unified Across the Customer Journey with Michael Lux, Senior Director of CE @ Procore Technologies 44:02

2M ago44:02

44:02

In this episode of SaaS Therapy, Todd talks with Michael Lux, Senior Director of Customer Education at Procore Technologies. They discuss the evolution of Procore from a startup to a public company, the structure of the education team, and the importance of a unified content strategy across departments. Michael shares insights on the challenges of …

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The Helicopter CCO: Breaking Silos & Building Trust w/ Anthony DeShazor 49:32

2M ago49:32

49:32

Anthony DeShazer shares how his protective approach to customer management earned him the reputation as "The VP of No" and how he transformed his leadership style to foster cross-functional collaboration. He reveals the journey from gatekeeping to enabling teams through a mindset shift from "No" to "Yes, and" thinking. • Taking customer ownership t…

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#147 Five Shoes for Change: Mastering Leadership Through Rapid Transitions and Change Management 27:57

2M ago27:57

27:57

What makes change so difficult—even for organizations that know change is inevitable and even necessary for growth? If we all agree that staying in our comfort zones holds us back, why do we continue to resist change—and what can leaders do to help teams navigate it better? In this episode of the Delighted Customers podcast, I sit down with Dennis …

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Ep 4 – The Truth About CX in Professional Services | Tim Asimos 52:14

2M ago52:14

52:14

Watch this episode on YouTube Are you measuring client experience (CX) in a way that actually reflects reality, or just relying on outdated metrics? In this episode, Tim Asimos, Head of Growth at Client Savvy, A ClearlyRated Company, explores what professional service firms get wrong about CX and how to build a client-centric culture that actually …

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Ep 3 – How a Brand Can Be Reborn Without Losing Its Soul | Jeffrey Taub 34:59

2M ago34:59

34:59

Watch this episode on YouTube How do you lead a total brand transformation without losing what makes your firm… your firm? In this episode, Jeffrey Taub, FSMPS, CPSM, and SVP of Corporate Marketing at AKRF, shares the inside story of rebranding a legacy company. From internal alignment to messaging strategy, Jeff walks us through the belief systems…

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Ep 1 – Meet the Architect of Experience | Carl Winstead 24:05

2M ago24:05

24:05

Watch this episode on YouTube Welcome to the premiere episode of The Intangible Brand—a podcast exploring how internal culture and employee experience shape the brands people trust, remember, and return to. We’re starting with co-host Carl Winstead, Partner and Chief Experience Officer at Cline Design Associates. With a background in architecture a…