CX Signals

What does it actually take to build an AI workflow that holds the bar on quality? Not the theory — the real thing, with all the context window limitations, mid-project pivots, and "why are you failing me, Claude?" moments. Clea Mahoney is a L earning Experience Design Manager at Rewst , a workflow automation platform for managed service providers, and the CE challenge there is one of the most comp...

In this episode of CX Signals, Samantha sits down with Talya Reynolds, former Manager of Customer Education, AI & Automations at Pendo, to explore what it looks like to build customer education infrastructure for a world where the learner is no longer always human — and why the people who understand how to design for learning are about to become the most important people in the room. Talya stu...

In this episode of CX Signals, Samantha sits down with Jill Glynn, Director of Customer Engagement at LinkedIn, to explore what it really looks like to orchestrate a fully connected digital CX motion — across academy, community, in-app, and scaled email — and why the unsexy work of content architecture is the thing that makes all of it possible. Jill leads scaled learning, digital engagement, and...

In this episode of CX Signals , we sit down with Mary Iapicca, VP of Customer Experience at ZoomInfo , to explore what it really looks like to build a post-sale CX operation from the ground up — and how a deliberate, segmented approach to onboarding becomes the foundation for a truly scalable customer experience. Mary oversees 7 functions at ZoomInfo: onboarding, technical implementation, customer...

In this episode of CX Signals, we sit down with Melissa VanPelt, VP of Customer Success at Seismic , to explore what it really looks like to unify education, community, advocacy, and digital CS into one cohesive operating model — and how that kind of consolidation becomes a growth engine at scale. Melissa has spent the last ten years at Seismic, helping grow the business from $10 million to over $...

In this episode of CX Signals , we sit down with Danielle Evans, Director of Customer Education at Sendoso , to explore what it really takes to build a modern, outcome-driven customer education program. Danielle shares her journey from customer success into customer education, and how that foundation shaped her approach to scaling impact across the business. What stands out most isn’t just what sh...

If you've spent any time in customer education, you already know his name. Adam Avramescu literally wrote the book on customer education — and then spent the better part of 15 years actually living it. He's built programs at Optimizely, Slack, and most recently Personio, where he scaled what started as a customer ed org into a full CX function. He's also the co-host of CELab. In this episode, Sam...

The conversation delves into the importance of customer obsession, human connection, and the challenges of internal communication within organizations. It explores the need for a customer-centric approach, the intersection of research and advocacy, and the impact of global access and AI on customer experiences. The discussion also emphasizes the significance of relationships, curiosity, and critic...

The conversation covers the transition to fractional work, the impact of AI on marketing, writing a book, emotional customer relationships, the role of social listening, strategic capability of social listening, customer experience and brand relationships, rebranding and customer engagement, building genuine communities, and the concept of the third place and community connection. The conversation...

Customer education is having a main character moment—and most leaders have no idea what's coming. Sam and Courtney kick off CX Signals by breaking down their origin stories: how two support reps became the people scaling Academy programs at some of the biggest names in SaaS. From HubSpot to Shopify to Docebo, they've lived through the chaos of hypergrowth, org restructures, LMS migrations, global...