Captivate Podcasts

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 […]

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

🎙️ 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 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

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 personality model (also known as

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