Best Client Experience (cx Podcasts (2025)

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#161 Navigating the Post-Truth Era: Building Brand Trust with Emotional Inquiry 30:42

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1d ago30:42

30:42

Is it really possible to build trust with customers in a business landscape overflowing with misinformation and emotional volatility? That burning question is at the heart of my conversation with Michael Forsberg, Director of Client Experience at BrandTrust. In an era many call "post-truth," business leaders face steep challenges in distinguishing …

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Ep 11 - Making Brand and Growth Inseparable | Shayne De La Force 42:34

6h ago42:34

42:34

Watch this episode on YouTube In this episode of The Intangible Brand, Jerry and guest host Alec Gleason talk with Shayne De La Force, a marketing strategist and author of Strategic Entanglement, a book that borrows principles from quantum physics to rethink how brand and growth operate together. Shayne shares how global brands can close the gap be…

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The Power of Compelling Calls to Action with Dallin Palmer, Cofounder @HALDA.AI 43:04

3d ago43:04

43:04

SaaS Therapy hosts Todd Kirk and Casey Trujillo talk with Dallin Palmer, co-founder of Halda AI, about building an enrollment marketing platform for universities, why higher ed is surprisingly open to AI, and how “seeking truth” (not vanity metrics) drives real customer value. Dallin shares hiring and CS practices, product prioritization, and a sim…

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#160 Rethinking Valuation: Why Customer Metrics Matter More 31:25

8d ago31:25

31:25

What if the financial metrics you rely on to measure your company's success are actually steering you away from long-term customer loyalty and sustainable growth? In our latest episode of the Delighted Customers podcast, live from Harvard Business School, I dive into this burning question with Rob Markey, professor at Harvard and seasoned veteran a…

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Establishing New Success Metrics for Customer Education with Todd Kirk and Casey Trujillo 34:30

9d ago34:30

34:30

Welcome to SaaS Therapy — the show where founders stop pretending everything’s perfect. Hosts Todd Kirk and Casey Trujillo pull back the curtain on the real SaaS journey: the wins, the setbacks, the stress, and the breakthroughs. If you’re building, scaling, or dreaming about the SaaS life, grab a seat. This is your weekly dose of honest stories an…

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#159 The Serial Fixer Trap: Boundaries, Burnout, and Better Leadership 27:51

15d ago27:51

27:51

Are you unknowingly sabotaging your own well-being at work—and at home—by trying to fix everyone else's problems? So many of us find purpose and validation in helping, supporting, and "solving" for others. But what happens when that good intention tips into burnout, resentment, and codependent relationships? In this episode, I dig into the hidden c…

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Ep 10 - Turning Feedback into Loyalty | Eddie Staley & Kristen Herndon 55:10

8d ago55:10

55:10

Watch this episode on YouTube In this episode of The Intangible Brand, Jerry and guest host Jill Davis sit down with Eddie Staley, Chief Innovation Officer, and Kristen Herndon, Director of Client Experience at WithersRavenel, an employee-owned engineering and consulting firm built around the idea that when employees think and act like owners, clie…

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The Evolution of Customer Success Strategies with Dan Steinman, Director @ Colson Fellows 50:33

16d ago50:33

50:33

In this episode of SaaS Therapy, Todd Kirk and Casey Trujillo interview Dan Steinman, a seasoned expert in customer success and former Chief Evangelist at Gainsight. The conversation delves into the evolving role of customer success, the importance of data-driven strategies, and the necessity of healthy tension within leadership teams. Dan shares i…

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#158 The Art of Communication: Delivering Difficult News with Compassion 32:17

14d ago32:17

32:17

Is it possible to deliver life-changing news—with compassion—without sacrificing precious time or the physician's own well-being? It's a burning question for healthcare professionals everywhere, and the impact of getting it right goes far beyond the exam room. Not only does compassionate communication ease patient anxiety and foster loyalty, but it…

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Your Network is Your Net Worth with Carson Heady, Managing Director of Americas @ Microsoft 51:17

23d ago51:17

51:17

In this episode of SaaS Therapy, host Todd Kirk and co-host Casey Trujillo welcome Carson Heady, a sales expert from Microsoft. They discuss Carson's extensive sales background, the transition from hardware to SaaS, and the essential skills for successful selling. Carson emphasizes the importance of building trust with customers, understanding thei…

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Digital CS, Done The Hard Way w/ Madelyn DePrey Global VP of Customer Success @ Aircall 37:05

21d ago37:05

37:05

We dig into how moving 70% of SMB customers from named CSMs to a pooled digital model exposed misaligned expectations created during sales and trial. We reframe scaled CS to start at acquisition, tie product to retention, and use enrichment and scoring to focus human effort. • abrupt shift from named CSMs to pooled model for SMBs • misaligned sales…

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#157 The Anxious Generation 24:18

27d 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

25d 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

23d 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

1M 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

1M 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

1M 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

1M 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

1M 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

1M 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

2M 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

2M 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

1M 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

2M 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

2M 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

2M 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

2M 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

2M 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

2M 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

2M 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

2M 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

2M 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

2M 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

2M 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

2M 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

3M 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

3M 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

3M 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 …