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Designing Multiple Customer Journey Personas (Audio)

A conversation with Alex Mead. Alex is a Customer Service Experience expert, with global transformation success and achievement across a range of sectors including Airline, Travel & Leisure, and is very much seen as a leader for CX innovation in those markets. Alex discusses the importance of developing customer journeys for each of the typical [...]

Should Customer Experience Own Customer Success? (Audio)

A conversation with Jeff Sheehan. Jeff is an ex military helicopter pilot turned technology professional, who describes himself as a “Customer obsessed leader with extensive experience managing client-facing service delivery, service operations and service sales & marketing roles”. Jeff has recently moved from the United States to live in Ireland and his passion now lies [...]

The Customer Success Handover

A discussion about the importance of CSMs receiving a high quality handover at the start of any new customer engagement from sales, account management, design and/or other specialists within the CSM's company who have already encountered or had dealings with that customer   Overview Of course every customer and each customer engagement will be somewhat [...]

Providing a Joined Up Customer Experience

A discussion about the importance of providing a seamless (or joined up) customer experience as customers move through their journey from initial idea to purchasing to implementation and finally to value realization, and the role of the CSM in ensuring this seamless quality is maintained.   The Role of Customer Success Managers in Providing a [...]