Best Rachel Provan Podcasts (2025)

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Agentic AI, What's Hype and What's Reality: Chris Hood on What It All Really Means 41:47

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4h ago41:47

41:47

Summary In this episode, Gary Marra and Chris Hood delve into the concept of Agentic AI, exploring its definitions, misconceptions, and the reality versus the hype surrounding it. They discuss the importance of prompts in AI functionality, the distinction between agentic AI and automation, and the current state of AI applications. The conversation …

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Customer Success Beyond SaaS: Amber Monroe on Healthcare CX 42:59

14d ago42:59

42:59

Summary In this episode of Your Customer, Your Success, Gary Marra sits down with Amber Monroe, Senior Vice President of Customer Experience at Paradigm Senior Services. With two decades of leadership in healthcare, Amber has mastered the art of turning complex systems into meaningful relationships that deliver measurable impact. From revenue cycle…

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CX, EX, and Everybody on the Bus: Driving Real Change in Organizations with Kris Wauters 59:51

1M ago59:51

59:51

CX, EX, and Everybody on the Bus: Driving Real Change in Organizations with Kris Wauters Why real change starts with people, not technology — and how leaders can bring everyone on board. In this episode of Your Customer, Your Success, Gary Marra speaks with Kris Wauters, founder and Managing Director of Gung-Ho Management, about the real drivers of…

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Turning Culture into Customer Success: CEO Insights from Matt Feiner 41:20

1M ago41:20

41:20

Summary In this conversation, Matt Feiner, a transformational CEO with over 30 years of experience, shares insights on leadership, corporate culture, and the importance of listening to employees during times of change. He discusses his journey of taking over a company after a long-standing CEO, the challenges of evolving corporate culture, and the …

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Coaching for Success and Reduced Turnover with Francie Jain 41:22

2M ago41:22

41:22

Summary In this conversation, Gary Marra speaks with Francie Jain, the founder and CEO of Terrawatt, about the critical role of coaching in organizations. They discuss how Terrawatt operates as a B2B coaching marketplace, emphasizing the importance of psychological safety in fostering employee engagement and reducing turnover. Francie shares insigh…

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YOLO Gary Goes Solo II 28:53

2M ago28:53

28:53

Summary In this solo episode of Your Customer, Your Success, Gary Marra discusses various topics, including the misconceptions surrounding agentic AI, the innovative customer experience strategies of the Savannah Bananas, and a unique approach to golf course management. He emphasizes the importance of understanding AI's limitations, the need for en…

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How Trust Fails When Blame Leads — Escaping the Villain Trap with Chris Gillen 51:25

3M ago51:25

51:25

Summary In this conversation, Chris Gillen, CEO of Caller Base AI and author of The Villain Trap, discusses the dynamics of leadership accountability, the impact of blame culture on organizations, and the importance of employee experience in delivering great customer experience. He introduces the concept of the 'Villain Trap,' where leaders often b…

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From Junk Drawer to Revenue Engine: How Psychology Transforms CS Teams 48:10

3M ago48:10

48:10

Tired of being treated like the company's junk drawer? Frustrated that executives don't see the strategic value of your CS team? Struggling to get buy-in for the resources and respect you deserve? Rob Zambito, founder of Success Scaled Consulting and three-time VP of Customer Success, joins us to reveal how behavioral psychology transforms CS teams…

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Fixing the Job Search Experience with Bill Kasko: Real Talk from a National Recruiting CEO 55:25

3M ago55:25

55:25

Summary In this conversation, Gary Marra speaks with Bill Kasko, President and CEO of Frontline Source Group, about the current state of the job market, the impact of technology on employment, and effective job search strategies. Bill shares insights on the importance of a strong professional network, the unique People.Process.Service. ™ framework …

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CX and Democratizing Financial Planning: Shruti Joshi’s Triple Win Approach at Facet 43:38

4M ago43:38

43:38

Summary In this conversation, Shruti Joshi, President and COO of Facet Wealth, discusses the transformative approach to financial planning that focuses on accessibility and member-centricity. She highlights the challenges faced by millions of Americans who lack access to quality financial services and explains how Facet Wealth's flat fee model buil…

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From Imposter Syndrome to Influencer: Rachel Provan’s Leadership Playbook for First-Time Managers 55:08

4M ago55:08

55:08

Episode 19: From Imposter Syndrome to Influencer: Rachel Provan’s Leadership Playbook for First-Time Managers SUMMARY In this episode of Your Customer, Your Success, Gary Marra sits down with Rachel Provan, founder of Provan Success and host of The Psychology of Customer Success. Rachel shares her journey from a high-performing individual contribut…

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The Psychology Behind Retention: Building Customer Success by Design with Alyssa Nolte 35:28

5M ago35:28

35:28

In this engaging conversation, Gary Marra is joined by Alyssa Nolte who shares her unique journey from a startup founder to leading TruVue, a customer intelligence platform. She discusses the importance of understanding customer psychology, common mistakes companies make in their approach to customer experience, and the significance of building tru…

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Analyze First, Map Later: Dave Seaton's Approach to Effective Journey Mapping 51:49

5M ago51:49

51:49

In this conversation, Gary Marra and Dave Seaton delve into the intricacies of journey mapping, focusing on the Dave’s DARMA method ™. They discuss the importance of understanding customer experiences, common pitfalls in journey mapping, and the steps involved in the DARMA method, and then purposely focus on the FIRST A or the “Analyze” phase. The …

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YOLO Gary Goes Solo 37:32

5M ago37:32

37:32

In this solo episode, Gary Marra reflects on his journey in podcasting, the importance of client experience, and the distinction between transactional and relationship-based business models. He emphasizes the need for businesses to manage relationships effectively, regardless of whether they operate in B2B or B2C spaces. The episode also touches on…

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From Soft Skill to Superpower: Strengthening Your Storytelling Muscle with Andrew Carothers 45:33

6M ago45:33

45:33

In this conversation, Andrew Carothers shares his insights on the art of storytelling, emphasizing its importance in business communication with award-winning host Gary Marra. He discusses the role of storytelling in customer experience (CX) and how it can be used to inform and influence audiences. Andrew outlines a structured approach to storytell…

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Outside the Box, Inside the Experience: How Mark Stern Unlocks CX 53:03

6M ago53:03

53:03

In this episode, Gary Marra interviews Mark Stern, founder and CEO of the Custom Box Agency, to discuss how his company optimizes customer journeys through innovative physical box experiences. They dig into the power of packaging experience, the art of standing out in a crowded market, and how thinking outside the box—literally and figuratively—can…

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BPO Evolution: How OP360 Delivers 5-Star CX Globally 39:31

6M ago39:31

39:31

Summary In this episode of 'Your Customer Your Success', host Gary Marra speaks with Josh Nutter, Vice President of Business Development at OP360. They discuss the mission of OP360 in enhancing customer experience through outsourcing, the challenges faced in the industry, and the importance of training and managing outsourced teams. Josh shares ins…

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Managing Your Customer Journey Right with Stacy Sherman 40:52

7M ago40:52

40:52

Summary In this episode, Gary Marra welcomes Stacy Sherman, a renowned Customer Experience (CX) leader, speaker, and author, to explore how businesses can create impactful customer journeys by aligning CX with business goals. Stacy shares her thoughts on what it means to 'do CX right’, emphasizing the importance of understanding the customer journe…

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Bridging the Trust Gap with Involvement Culture with Tim McCleary 54:27

7M ago54:27

54:27

Bridging the Trust with Involvement Culture - Tim McCleary, Episode 11 In this conversation, Tim McCleary discusses the critical role of company culture and employee engagement in driving organizational success. He introduces the concept of 'involvement culture,' which emphasizes trust, empowerment, and connection among employees. Tim highlights th…

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Artificial Intelligence Ideology - Moving Past The AI Hype with Chris Hood 39:26

7M ago39:26

39:26

In this conversation, Gary Marra and guest Chris Hood delve into the complexities of AI in customer experience. They discuss the hype surrounding AI technologies, the importance of critical thinking, and the need for businesses to prioritize customer needs over technology. They explore the historical context of AI, the risks of blindly following tr…

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Straight Talk, No Chaser: CX on the Rocks with Sean Albertson 36:00

8M ago36:00

36:00

🎙 Guest: Sean Albertson – CX Consultant & Strategist, Keynote Speaker, and Author In this conversation, Sean Albertson, Founder and CEO of CX4Rocks Consulting, Speaker, and Author, discusses the evolving landscape of customer experience (CX) and the challenges organizations face today. He emphasizes the growing expectations of customers, the decent…

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Cultivating a Customer Experience (CX) Movement with Katie Stabler 41:22

8M ago41:22

41:22

Show Notes – Episode 8 of Your Customer, Your Success with Katie Stabler Episode Title: Cultivating a CX Movement with Katie Stabler Host: Gary Marra Guest: Katie Stabler, Founder of Cultivate Customer Experience by Design In this episode of Your Customer, Your Success, Gary Marra sits down with Katie Stabler, a passionate CX consultant, speaker, a…

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New Year, New Success - Kristi Faltorusso on Customer Success Strategy 36:07

8M ago36:07

36:07

E7: New Year, New Success: Kristi Faltorusso on Customer Success Strategy In this episode of Your Customer, Your Success, host Gary Marra sits down with Kristi Faltorusso, Chief Customer Officer at ClientSuccess and a Top 25 thought leader in the customer success industry. With over 13 years of experience, Kristi has built and transformed world-cla…

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Turn Up the Volume - Simona Costantini on the Power of Podcasting and Connections 44:58

9M ago44:58

44:58

In this episode of Your Customer, Your Success, I’m joined by the dynamic Simona Costantini, founder and CEO of Volt Productions and host of the podcasts Happiness Happens and As It Relates to Podcasting. Simona shares her incredible journey from corporate marketing to launching her own podcast production agency and building a thriving business roo…

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The RevOps Evangelist: Don Otvos on Yammer, SalesLoft, LeanData & Chili Piper 50:15

9M ago50:15

50:15

Don Otvos, RevOps leader and current GTM Strategist and Platform Evangelist at Chili Piper, shares the story of how one difficult conversation with a former boss made him switch career tracks after 20 years in sales. Since then, he has networked his way to a successful RevOps leadership career at companies like Yammer, SalesLoft, and LeanData. Don …

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Elevating Your Brand: Harnessing the Power of Thought Leadership with Kelly Schuknecht 36:10

9M ago36:10

36:10

Thought Leadership and Personal Branding with Kelly Schuknecht Episode Summary In this episode of Your Customer, Your Success, host Gary Marra chats with Kelly Schuknecht, Chief Elevation Officer of Two Mile High Marketing and host of the Beyond the Bestseller podcast. They explore the intersection of thought leadership, personal branding, and care…

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Building Balance: Strategies for Leadership and Wellbeing with Caroline Baird 34:17

9M ago34:17

34:17

Welcome back to Your Customer, Your Success, where we dive into customer experience, success management, leadership, and employee engagement. In this episode, Gary Marra sits down with the inspiring Caroline Baird, an HR Executive and Consultant, a Reinvention Coach, Event Speaker, and host of the Today's Balance Leader podcast. With over 30 years …

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Breaking Barriers to Wealth: Samanda Morales on Mindset and Planning 33:34

9M ago33:34

33:34

Welcome to Episode 3 of Your Customer, Your Success In this episode, we explore the intersection of financial planning, customer focus, and personal empowerment with special guest Samanda Morales. Samanda is the founder and owner of WellFin 360, an independent, fee-only financial planning and investment advisory firm. With over 20 years of experien…

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Creating Trust and Loyalty in the Nonprofit Sector with Natasha Evans 29:26

9M ago29:26

29:26

In this episode, Gary Marra speaks with Natasha Evans, a supporter experience lead, about the unique aspects of customer experience in the charity sector. Natasha shares her journey from retail to charity work, emphasizing the importance of creating memorable experiences for donors. They discuss the challenges of building loyalty, the significance …

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Intern to VP at BuzzFeed: Melissa Rosenthal on leading creative at BuzzFeed & ClickUp 45:52

10M ago45:52

45:52

Melissa Rosenthal's first job out of college was as an intern at BuzzFeed. In her 6 years with the company, she rose to Global VP of Creative, delivering more than $50M in native ad revenue and $100M in branded content. She also helped ClickUp 100X their revenue growth as their Chief Creative Officer. Today, she's the co-founder of Outlever, a new …

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Retention, ROI, and Puffy Shirts: The Real Value of Customer Experience with Rick Denton 42:15

10M ago42:15

42:15

Episode Summary: In this exciting inaugural episode of Your Customer, Your Success, host Gary Marra welcomes Rick Denton, host of CX Passport and CX Passport Live, and managing principal of EX4CX. Together, they dive into the currently in flux world of customer experience (CX) with a thought-provoking discussion about live podcasting, the evolution…

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Your Customer, Your Success Trailer 3:37

10M ago3:37

3:37

Please join us on "Your Customer, Your Success", the Marra CX Hub podcast where host Gary Marra brings you insights from leading innovators excelling in customer experience, customer success, and beyond. Each episode features candid conversations with experts who share their journeys, strategies, and the key mindsets driving their success. With a s…

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MarTech Sales: Catie Ivey on leading sales at Marketo, Demandbase, Pendo, and Walnut 48:46

10M ago48:46

48:46

Catie Ivey is the Chief Revenue Officer at Walnut — a leader in interactive demo platforms. Catie has built a standout career in sales, leading teams at some of the biggest names in marketing tech, including Marketo, Demandbase, and Pendo. Today, we’re taking a journey through pivotal moments in Catie’s career that shaped her approach to sales lead…

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Mind Games: Using Psychology to Boost Customer Success 46:18

11M ago46:18

46:18

Have you ever wondered why your customers say they want a result - and then don’t do ANY of the things you tell them to? No, it’s not that they’re lazy or bad-fit customers… You're just not speaking to the way human brains actually work! Join Rachel ProvanJoin Rachel Provan to learn the secrets of how people really make decisions, and how you can u…

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Customer Success Leadership with Rachel Provan 41:24

11M ago41:24

41:24

Nobody prepares you for the jump from CSM to CS leader. But Rachel Provan is trying to change that. Rachel is a customer success leadership coach, helping CS leaders and early-stage companies build customer success strategies and leadership habits that scale. Nobody prepares you for the jump from CSM to CS leader. But Rachel Provan is trying to cha…

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The Fixer: How Wynne Brown revamped CS at GitHub, Seal Software, Fable & more 44:13

11M ago44:13

44:13

Most of our guests are builders, but Wynne Brown is a fixer. Learn how she's slashed churn, expanded renewals, and professionalized Sales and CS teams at Monster, GitHub, Seal Software/Docusign, Fable, RocketReach, and more. Wynne Brown spent the last two decades coming into scaling companies with leaky revenue — where she rights the ship, and then…

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Sales at Zoom: Chris Michelmore's journey from SDR to senior sales leader 34:51

12M ago34:51

34:51

Chris Michelmore, Head of Mid Market Acquisition at Zoom, tells the nine-year story of how he ascended from first-time SDR to senior sales leader. It's rare for a first-time SDR to stick around long enough to become a sales leader at that same company. But that's exactly how Chris Michelmore became the Head of Mid Market Acquisition at Zoom. This w…

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When You’re Promoted Above Your Peers 35:27

12M ago35:27

35:27

Just got that big promotion and now you're leading your former peers? Feeling overwhelmed by the sudden shift in responsibilities and relationships? It's time to equip yourself with the leadership skills you need to excel in your new role! In this episode, we break down the crucial lessons every new leader needs to learn when transitioning from pee…

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Skills-Based Sales Training: Matt Green on co-founding Sales Assembly 51:59

12M ago51:59

51:59

Matt Green, Co-Founder and CRO of Sales Assembly, shares the company's founding story, the keys to a great sales training program, plus the biggest sales skills most teams are missing today. Some of today's best companies started over a cup of coffee. That's how Matt Green and his co-founder, Jeff Rosset, started Sales Assembly – the go-to sales re…

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Customer Success at Notion: Monica Perez on Product-Led CS 47:15

1y ago47:15

47:15

Monica Perez, Head of Customer Success at Notion, shares the four-year journey of building Notion's foundational CS team. Customer Success at a product-led company is a completely different animal. When Monica Perez was brought in to grow Notion's foundational customer success team, they were already at $40 million in revenue. Today, Monica joins A…

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Helping Sells - Mastering the Art of Consultative Customer Success 47:10

1y ago47:10

47:10

Have you ever struggled to get customers to see things your way, even when you know you're right? The problem might be that you're up against some powerful cognitive biases that impact how people process information and make decisions. In this eye-opening episode, Rachel chats with Dan Smaida, author of "The Psychology of Advice" and an expert in u…

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Onboard Yourself Like a Leader - The Ultimate 30-day Checklist 39:19

1y ago39:19

39:19

Are you starting a new CS leadership role and feeling overwhelmed? Do you want to make a great first impression but don't know where to start? Jump into this episode to discover a step-by-step guide for onboarding yourself in a new CS Leadership role. Learn how to prioritize tasks, build relationships, and how to set yourself up for long-term succe…

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Gainsight's Easton Taylor on the Power of Human-First Leadership 46:42

1y ago46:42

46:42

Are you struggling to balance business results with employee well-being? Do you wonder how to create a high-performing team while treating them with humanity? It's time to explore the transformative impact of human-first leadership in customer success. Join Rachel Provan as she sits down with Easton Taylor, SVP of Customer Success at Gainsight, to …

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Outsource Your Brain: Productivity Tools for Customer Success Professionals 41:21

1y ago41:21

41:21

More customer success leaders than ever report being overwhelmed by the never-ending demands of their careers. Are you? In this episode of Psychology of Customer Success, Rachel reveals her favorite tools designed to help CS leaders stay organized and efficient - even when things are coming at you a million miles an hour! Discover how to build fast…

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The Hidden Cost of Task Switching 27:05

1+ y ago27:05

27:05

Do you struggle to stay productive amidst constant task switching? Join Rachel as she delves into the major issue of task and channel switching. Discover what task switching is, why it's a significant problem in the customer success industry, and learn practical tips to minimize its impact. From creating pockets of focus work to batch tasking and s…

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Startup Content Marketing: How Animalz scaled to 130 employees with Devin Bramhall 44:59

1+ y ago44:59

44:59

Devin Bramhall, growth advisor and former CEO of Animalz—the content marketing agency for companies like Amazon, Google, and Intercom—shares candid stories about 3xing the agency's revenue to $11.5M in only 2 years. Devin Bramhall is a content marketing legend. After 3xing revenue to $11.5M in only 2 years at Animalz, she went on to build a success…

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The Secret Weapon for Getting Raises and Promotions 27:14

1+ y ago27:14

27:14

Are you overlooking your biggest accomplishments? Discover a powerful tool to help you track, quantify, and showcase your achievements - the accomplishment tracker. By spending just 15 minutes a week, you can avoid the pitfalls of recency bias and clearly demonstrate the value you bring to your company. Here's what you'll learn: Why we naturally un…

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Customer Success Programs at Iterable & AutogenAI with Eloise Salisbury 50:04

1+ y ago50:04

50:04

Eloise (Shuttleworth) Salisbury, newly named Chief Customer Officer at AutogenAI, recounts lessons from 5 years of building Iterable's customer success program from the ground up, how she's approaching her first 90 days in a new CS leadership role, and why she founded Women in SaaS. What does it take to build an enterprise-level customer success pr…

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Product Launches at PlayStation, Rippling & Ignition with Derek Osgood 51:42

1+ y ago51:42

51:42

Derek Osgood, Founder & CEO of Ignition, shares product marketing lessons from leading 9 major launches at PlayStation, reinventing a software category at Rippling, and founding Ignition—a product management platform. Derek Osgood is a career product marketer turned founder. He's made a career out of leading product launches at PlayStation and Ripp…

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What it Takes to Make it to Executive Leadership 45:23

1+ y ago45:23

45:23

Struggling to adapt to changes in your CS Leadership Role? Feel like you’re always dealing with problems outside of your control? Join Madelyn DePrey, Global VP of Customer Success at Aircall, as she shares her expertise on rising through the ranks to executive leadership by mastering change, overcoming victim mentality, and learning from sales to …