Captivate Podcasts

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 counts, and how to keep […]

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

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 building high-performing

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

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

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

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

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

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,

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

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 manager—and how

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.

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.

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 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