Your Customer, Your Success

In this episode of  Your Customer, Your Success, Gary sits down with Suzanne Smith, a nationally recognized voice on social impact and corporate social responsibility (CSR). Suzanne is the founder and CEO of Social Impact Architects, creator of the Social Trendspotter blog, a TEDx speaker, and a professor of social entrepreneurship, CSR, and ethical leadership&nb...

In this Thanksgiving solo episode, Gary breaks down one of the most fundamental concepts in the culinary world —  mise en place  (“everything in its place”) — and shows how it offers a powerful operating principle for customer experience, client success, and leadership. Using stories from busy kitchens, real-world onboarding challenges, and decades of experience working with complex inst...

Social Media Customer Care: Conversations That Drive CX ROI — with Brooke B. Sellas Guest: Brooke B. Sellas  — Founder & CEO of  B Squared Media , author of  Conversations That Connect , LinkedIn Learning instructor, adjunct lecturer, keynote speaker, and host of the  Social Media CX Podcast . Episode Summary In this episode, Gary sits down with Brooke B. Sellas to discuss...

🎙️ Your Customer, Your Success — Episode 32 Pulling CX Off the Rocks: Fixes, Fundies, and the Future Guest:  JP Dumas, CX & Retention Strategist, Founder of CX & Growth Strategies LLC, and Partner at  CX on the Rocks Most companies don’t lose customers in one big splash...they lose them in many small, inconsistent ones. In this episode of Your Customer, Your Success, Gary Marra s...

🎙️ Episode 31: The Human Side of AI in Customer Success | Efficiency, Adoption & the Human Touch Guest:  Alon Ahronberg, Vice President of Customer Success at Atera In this episode, Gary Marra talks with Alon Ahronberg about how he is applying artificial intelligence to help reshape Customer Success at Atera. Alon explains why his team treats AI not as a cost-cutting tool but as a way to...

In this solo episode, Gary shares his insights on  Managing Relationships  — the mindset and models behind working more effectively with people, especially those who are challenging. Whether you're in Customer Success, leading a team, or navigating cross-functional relationships, understanding human behavior is essential to leading more effectively. Gary walks you through the  OCEAN...

In this episode of  Your Customer, Your Success , host  Gary Marra  sits down with  Alison Dixon , Chief Customer Officer at  Portnox , to explore what customer experience looks like in one of the world’s most high-stakes industries —  cybersecurity . Alison shares how she built Portnox’s CX organization from the ground up, why time-to-value matters more than ticket c...

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 emphasizes the need for realistic expectations reg...

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 management and compliance to...

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 transformation: people, culture, and leade...

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 significance of hiring for cultural fit. Matt emph...

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 insights on the measurable outcomes of coaching programs...

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 engaging customer experiences, and how to turn poten...

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 blame others for failures instead of taking account...

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 his company employs, and the innovative five-yea...

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 builds trust and encourages meaningful client relation...

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 contributor to an overwhelmed first-time mana...

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 trust and relationships with customers. Alyssa emphas...

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 conversation emphasizes the need for thorough rese...

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 the implications of AI in customer interactions a...

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 storytelling, starting with understanding the purpose of co...

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 revolutionize customer engagem...

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 insights on the role of AI in customer service, the m...

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 journey, empowering employees,...

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 the alarming statistics of employee disengagement an...