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Dee Kapila and Adam Avramescu discuss the future of Customer Experience (CX) and a bit more. This podcast is designed for current and future leaders in the CX space, including Customer Success, Education, Community, Digital CS, Professional Services, Support and more. We cover emerging trends and lessons learned from our combined years of leadership. Think of us as your CX uncle and auntie on this winding journey alongside you.
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Alternate title: Adam and Dee go to a conference and do not get White Castle. In March, Dee and Adam keynoted the CEdMA (Customer Education Management Association) conference in Austin, TX. In this episode, Dee interviews Adam about his keynote presentation. We'll be back with Dee's presentation in the next episode. Adam's keynote was about Scaled …
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Plenty of CSMs see training customers as a core part of their job. But is it, actually? And if it is, should it be? It's a common headache in customer success: who should actually train customers? Should the customer success team be doing training, or should that be someone else's job? Sometimes customers need technical training, sometimes they jus…
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Let's talk about CX's lunch, and whether AI is going to eat it. AI is everywhere—but will it replace Customer Experience as we know it? In this episode of CXetera, hosts Adam and Dee dive into the hype and reality of AI’s impact on CX. From AI-powered chatbots to content creation, localization, and support copilots, we break down where AI is truly …
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It's the first episode of CXetera! So let's start with the big topics. Is Customer Success dead? Or is it just evolving? In our debut episode of CXetera, hosts Adam and Dee break down the shifting landscape of CX, the scrutiny around Customer Success, and what the modern CX org should look like. We’ll challenge outdated assumptions, introduce a wor…
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