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# Marra CX Hub

Making Experience Work for You

## Sitemaps

- [XML Sitemap](https://marracxhub.com/sitemap.xml): Contains all public & indexable URLs for this website.

## Posts

- [Generating Operational Alpha: Why Fractional Expertise Is Becoming the New Engine for Alternative Investment Funds](https://marracxhub.com/generating-operational-alpha-fractional/) - Elevate Your Customer Experience Strategy with Marra CX Hub's Weekly Insights We know it’s hard find time to keep up with the continually evolving Customer Experience (CX) landscape. We’ve got you covered. Every week, we bring you the Top 3 CX Articles, handpicked by us to help you stay on top of the latest trends, insights, and innovations. Dive into the latest CX game-changers and empower your team with the knowledge they need to create unforgettable customer journeys that drive brand loyalty.
- [AI Won't Replace Customer Success - It Will Reveal It](https://marracxhub.com/ai-wont-replace-customer-success/) - Elevate Your Customer Experience Strategy with Marra CX Hub's Weekly Insights We know it’s hard find time to keep up with the continually evolving Customer Experience (CX) landscape. We’ve got you covered. Every week, we bring you the Top 3 CX Articles, handpicked by us to help you stay on top of the latest trends, insights, and innovations. Dive into the latest CX game-changers and empower your team with the knowledge they need to create unforgettable customer journeys that drive brand loyalty.
- [25+ Game-Changing Books for Client Success, Leadership, and Growth](https://marracxhub.com/ycys-booklist/) - Discover the most-recommended books from the Your Customer, Your Success podcast — must-reads for customer success pros, leaders, and client-facing teams.
- [How to Read People Better: Using OCEAN and DISC to Lead Smarter](https://marracxhub.com/how-to-read-people-better-ocean/) - Learn how to use the OCEAN and DISC personality models to read people better, handle difficult people, manage and lead smarter — with strategies that work.
- [When a Candidate Becomes the Client: CX Lessons from the Hiring Frontline](https://marracxhub.com/cx-lessons-from-the-hiring-frontline-with-bill-kasko/) - What happens after the hire? Recruiting CEO Bill Kasko shares how candidate experience directly impacts client trust—and why transparency, service, and a 5-year guarantee are reshaping the job search.
- [NPS Scores Rebound: Analyzing Post-Pandemic Customer Satisfaction Trends](https://marracxhub.com/nps-scores-rebound-analyzing-post-pandemic-customer-satisfaction-trends/) - NPS Scores Rebound: Analyzing Post-Pandemic Customer Satisfaction Trends In the wake of the pandemic, it’s been well-documented that businesses across various sectors grappled with a significant drop in Net Promoter Scores (NPS), a critical measure of customer loyalty and satisfaction. Qualtrics’ latest report confirms good news almost all around, revealing a trend toward stabilization and
- [Marra CX Hub Top 3 CX Articles for the Week of November 18, 2024](https://marracxhub.com/top-3-cx-articles-november-18-2024/) - Elevate Your Customer Experience Strategy with Marra CX Hub's Weekly Insights We know it’s hard find time to keep up with the continually evolving Customer Experience (CX) landscape. We’ve got you covered. Every week, we bring you the Top 3 CX Articles, handpicked by us to help you stay on top of the latest trends, insights, and innovations. Dive into the latest CX game-changers and empower your team with the knowledge they need to create unforgettable customer journeys that drive brand loyalty.
- [Marra CX Hub Top 3 CX Articles for the Week of November 11, 2024](https://marracxhub.com/top-3-cx-articles-november-11-2024/) - Elevate Your Customer Experience Strategy with Marra CX Hub's Weekly Insights We know it’s hard find time to keep up with the continually evolving Customer Experience (CX) landscape. We’ve got you covered. Every week, we bring you the Top 3 CX Articles, handpicked by us to help you stay on top of the latest trends, insights, and innovations. Dive into the latest CX game-changers and empower your team with the knowledge they need to create unforgettable customer journeys that drive brand loyalty.
- [Marra CX Hub Top 3 CX Articles for the Week of November 4, 2024](https://marracxhub.com/top-3-cx-articles-november-4-2024/) - Elevate Your Customer Experience Strategy with Marra CX Hub's Weekly Insights We know it’s hard find time to keep up with the continually evolving Customer Experience (CX) landscape. We’ve got you covered. Every week, we bring you the Top 3 CX Articles, handpicked by us to help you stay on top of the latest trends, insights, and innovations. Dive into the latest CX game-changers and empower your team with the knowledge they need to create unforgettable customer journeys that drive brand loyalty.
- [Marra CX Hub Top 3 CX Articles for the Week of October 28, 2024](https://marracxhub.com/top-3-cx-articles-october-28-2024/) - Elevate Your Customer Experience Strategy with Marra CX Hub's Weekly Insights We know it’s hard find time to keep up with the continually evolving Customer Experience (CX) landscape. We’ve got you covered. Every week, we bring you the Top 3 CX Articles, handpicked by us to help you stay on top of the latest trends, insights, and innovations. Dive into the latest CX game-changers and empower your team with the knowledge they need to create unforgettable customer journeys that drive brand loyalty.
- [7 Game-Changing Reasons Your Small Business Needs to Embrace Customer Experience Strategy Now](https://marracxhub.com/7-game-changing-reasons-small-business/) - When it comes to customer experience (CX), sometimes the small details can make big impacts. Remembering customers' names is a simple way to make them feel appreciated and valued and is a key to retention.
- [Marra CX Hub Top 3 CX Articles for the Week of September 23, 2024](https://marracxhub.com/top-3-cx-articles-september-23-2024/) - Elevate Your Customer Experience Strategy with Marra CX Hub's Weekly Insights We know it’s hard find time to keep up with the continually evolving Customer Experience (CX) landscape. We’ve got you covered. Every week, we bring you the Top 3 CX Articles, handpicked by us to help you stay on top of the latest trends, insights, and innovations. Dive into the latest CX game-changers and empower your team with the knowledge they need to create unforgettable customer journeys that drive brand loyalty.
- [Marra CX Hub Top 3 CX Articles for the Week of October 14, 2024](https://marracxhub.com/top-3-cx-articles-october-14-2024/) - Elevate Your Customer Experience Strategy with Marra CX Hub's Weekly Insights We know it’s hard find time to keep up with the continually evolving Customer Experience (CX) landscape. We’ve got you covered. Every week, we bring you the Top 3 CX Articles, handpicked by us to help you stay on top of the latest trends, insights, and innovations. Dive into the latest CX game-changers and empower your team with the knowledge they need to create unforgettable customer journeys that drive brand loyalty.
- [Marra CX Hub Top 3 CX Articles for the Week of October 21, 2024](https://marracxhub.com/top-3-cx-articles-october-21-2024/) - Elevate Your Customer Experience Strategy with Marra CX Hub's Weekly Insights We know it’s hard find time to keep up with the continually evolving Customer Experience (CX) landscape. We’ve got you covered. Every week, we bring you the Top 3 CX Articles, handpicked by us to help you stay on top of the latest trends, insights, and innovations. Dive into the latest CX game-changers and empower your team with the knowledge they need to create unforgettable customer journeys that drive brand loyalty.
- [Why Aren’t Companies Hiring When They Clearly Need to?](https://marracxhub.com/why-arent-companies-hiring/) - When it comes to customer experience (CX), sometimes the small details can make big impacts. Remembering customers' names is a simple way to make them feel appreciated and valued and is a key to retention.
- [Marra CX Hub Top 3 CX Articles for the Week of September 30, 2024](https://marracxhub.com/top-3-cx-articles-september-30-2024/) - Elevate Your Customer Experience Strategy with Marra CX Hub's Weekly Insights We know it’s hard find time to keep up with the continually evolving Customer Experience (CX) landscape. We’ve got you covered. Every week, we bring you the Top 3 CX Articles, handpicked by us to help you stay on top of the latest trends, insights, and innovations. Dive into the latest CX game-changers and empower your team with the knowledge they need to create unforgettable customer journeys that drive brand loyalty.
- [Metrics Myopia: Is Obsession With Numbers Tanking Your Strategy?](https://marracxhub.com/metrics-myopia/) - CX practitioners know it's all too common for organizations to become fixated on metrics. This obsessive focus on numbers can blind companies to the bigger picture, leading to what I call metrics myopia.
- [Marra CX Hub Top 3 CX Articles for the Week of September 16, 2024](https://marracxhub.com/top-3-cx-articles-september-16-2024-2-2/) - Elevate Your Customer Experience Strategy with Marra CX Hub's Weekly Insights We know it’s hard find time to keep up with the continually evolving Customer Experience (CX) landscape. We’ve got you covered. Every week, we bring you the Top 3 CX Articles, handpicked by us to help you stay on top of the latest trends, insights, and innovations. Dive into the latest CX game-changers and empower your team with the knowledge they need to create unforgettable customer journeys that drive brand loyalty.
- [Marra CX Hub Top 3 CX Articles for the Week of September 9, 2024](https://marracxhub.com/top-3-cx-articles-september-2-2024-2/) - Elevate Your Customer Experience Strategy with Marra CX Hub's Weekly Insights We know it’s hard find time to keep up with the continually evolving Customer Experience (CX) landscape. We’ve got you covered. Every week, we bring you the Top 3 CX Articles, handpicked by us to help you stay on top of the latest trends, insights, and innovations. Dive into the latest CX game-changers and empower your team with the knowledge they need to create unforgettable customer journeys that drive brand loyalty.
- [Marra CX Hub Top 3 CX Articles for the Week of September 2, 2024](https://marracxhub.com/top-3-cx-articles-september-2-2024/) - Elevate Your Customer Experience Strategy with Marra CX Hub's Weekly Insights We know it’s hard find time to keep up with the continually evolving Customer Experience (CX) landscape. We’ve got you covered. Every week, we bring you the Top 3 CX Articles, handpicked by us to help you stay on top of the latest trends, insights, and innovations. Dive into the latest CX game-changers and empower your team with the knowledge they need to create unforgettable customer journeys that drive brand loyalty.
- [Marra CX Hub Top 3 CX Articles for the Week of August 26, 2024](https://marracxhub.com/top-3-cx-articles-august-26-2024/) - Elevate Your Customer Experience Strategy with Marra CX Hub's Weekly Insights We know it’s hard find time to keep up with the continually evolving Customer Experience (CX) landscape. We’ve got you covered. Every week, we bring you the Top 3 CX Articles, handpicked by us to help you stay on top of the latest trends, insights, and innovations. Dive into the latest CX game-changers and empower your team with the knowledge they need to create unforgettable customer journeys that drive brand loyalty.
- [Marra CX Hub Top 3 CX Articles for the Week of August 19, 2024](https://marracxhub.com/top-3-cx-articles-august-19-2024/) - 🔥 The CX world is constantly evolving with new content being shared daily 🔥 Don't get left behind in the heat of customer experience innovation! Each week, we'll cut through the noise and deliver our Top 3 Picks to you right here on Marra CX Hub! Brace yourself for the hottest CX trends, insights, and game-changers that'll keep your brand on fire! 🔥🔥🔥
- [Marra CX Hub Top 3 CX Articles for the Week of August 12, 2024](https://marracxhub.com/top-3-cx-articles-august-12-2024/) - 🔥 The CX world is constantly evolving with new content being shared daily 🔥 Don't get left behind in the heat of customer experience innovation! Each week, we'll cut through the noise and deliver our Top 3 Picks to you right here on Marra CX Hub! Brace yourself for the hottest CX trends, insights, and game-changers that'll keep your brand on fire! 🔥🔥🔥
- [Rethinking Silos: Optimizing Organizational Structure for Better CX](https://marracxhub.com/retthinking-silos/) - When it comes to customer experience (CX), sometimes the small details can make big impacts. Remembering customers' names is a simple way to make them feel appreciated and valued and is a key to retention.
- [Marra CX Hub Top 3 CX Articles for the Week of  August 5, 2024](https://marracxhub.com/top-3-cx-articles-august-5-2024/) - 🔥 The CX world is constantly evolving with new content being shared daily 🔥 Don't get left behind in the heat of customer experience innovation! Each week, we'll cut through the noise and deliver our Top 3 Picks to you right here on Marra CX Hub! Brace yourself for the hottest CX trends, insights, and game-changers that'll keep your brand on fire! 🔥🔥🔥
- [Marra CX Hub Top 3 CX Articles for the Week of July 29, 2024](https://marracxhub.com/top-3-cx-articles-july-29-2024/) - 🔥 The CX world is constantly evolving with new content being shared daily 🔥 Don't get left behind in the heat of customer experience innovation! Each week, we'll cut through the noise and deliver our Top 3 Picks to you right here on Marra CX Hub! Brace yourself for the hottest CX trends, insights, and game-changers that'll keep your brand on fire! 🔥🔥🔥
- [Marra CX Hub Top 3 CX Articles for the Week of July 8, 2024](https://marracxhub.com/top-3-cx-articles-july-8-2024/) - This week's Top 3 CX Articles include a look at hyper-personalization, what customer success truly looks like, and an outline in building a CX Program in Investment Management.
- [Enhancing Experiences: “What’s in a Name?”](https://marracxhub.com/whats-in-a-name/) - So, what's in a name? You might argue that Romeo and Juliet were “getting no respect!” from the Capulets and the Montagues, but when it comes to customer experience, the answer is: a lot!
- [Marra CX Hub Top 3 CX Articles for the Week of July 1, 2024](https://marracxhub.com/top-3-cx-articles-july-1-2024/) - Maybe banking and financial services companies could use a hyperbaric chamber to breathe some life into their customer experience efforts, plus a simple way to get customers to self-serve. All in my Top 3 CX Articles of the week!
- [Marra CX Hub Top 3 CX Articles for the Week of June 24, 2024](https://marracxhub.com/top-3-cx-articles-june-24-2024/) - 🔥 The CX world is constantly evolving with new content being shared daily 🔥 Don't get left behind in the heat of customer experience innovation! Each week, we'll cut through the noise and deliver our Top 3 Picks to you right here on Marra CX Hub! Brace yourself for the hottest CX trends, insights, and game-changers that'll keep your brand on fire! 🔥🔥🔥
- [The Bottom Line on EX: Driving Profitability](https://marracxhub.com/the-bottom-line-on-ex-driving-profitability/) - Let’s get to the bottom of the connection between Customer Experience (CX) and Employee Experience (EX)…literally. Savvy organizations are realizing the immense value of prioritizing employee experience (EX). But how do we measure the impact of EX, and more importantly, how can we leverage it to drive real business results that hit the bottom line?
- [Marra CX Hub Top 3 CX Articles for the Week of June 17, 2024](https://marracxhub.com/top-3-cx-articles-june-17-2024/) - The CX world is constantly evolving with new content being shared daily! Each week, we'll deliver our Top 3 CX Articles to you right here on Marra CX Hub!
- [Where does your XM Ambition lie?](https://marracxhub.com/where-does-your-xm-ambition-lie/) - While Championing a Customer Focused mindset requires dedication and time investment, the rewards extend beyond just customer satisfaction.
- [Don't Fall Head Over Heels for a Metric](https://marracxhub.com/dont-fall-head-over-heels-for-a-metric/) - Metrics are tools to help you improve the customer experience, not the endgame itself, see how to focus on the right ones!
- [Marra CX Hub Top 3 CX Articles for the Week of June 10, 2024](https://marracxhub.com/top-3-cx-articles-june-10-2024/) - The CX world is always evolving with new content being shared daily! We’ll cut through the noise each week and deliver our Top 3 CX Articles on Marra CX Hub!
- [Marra CX Hub Top 3 CX Articles for the Week of June 3, 2024](https://marracxhub.com/top-3-cx-articles-june-3-2024/) - 🔥 The CX world is constantly evolving with new content being shared daily 🔥 Don't get left behind in the heat of customer experience innovation! Each week, we'll cut through the noise and deliver our Top 3 Picks to you right here on Marra CX Hub! Brace yourself for the hottest CX trends, insights, and game-changers that'll keep your brand on fire! 🔥🔥🔥
- [Understanding XM: How Customers Talk About Their Experiences](https://marracxhub.com/understanding-xm-how-customers-talk-about-their-experiences/) - What This Means: No news is NOT good news. If you are not hearing from customers, that does not necessarily mean all is well. This is a big mistake I have seen often in my career where if management doesn’t hear from a big client, they think things are just fine! Wrong. Recognize that and be
- [CX Thought Leadership Pick of the Week](https://marracxhub.com/cx-thought-leadership-pick-of-the-week/) - CX Thought Leadership Pick of the Week Ever been called lazy when trying to simplify something? 🙋‍♂️We started the week with my thoughts on creating effortless customer experiences. So it’s no coincidence that my CX Thought Leadership “Pick of the Week” tackles seamless experiences – led by Stacy Sherman🎙️🎧 📘 Sherman and Greg McKeown“Easy does not
- [Don't Overlook Your Invoice!](https://marracxhub.com/dont-overlook-your-invoice/) - Invoicing is indeed a critical part of the customer journey, so why is it often overlooked? It plays a significant role in shaping customer perceptions and is a contributing factor in customer retention. The Importance of Invoicing in Customer Experience Ensuring that your business is easy to engage with is a fundamental aspect of Customer
- [How to Champion a Customer-Focused Mindset](https://marracxhub.com/how-to-create-a-customer-centric-experience-that-drives-loyalty/) - While Championing a Customer Focused mindset requires dedication and time investment, the rewards extend beyond just customer satisfaction.
- [Journey Mapping](https://marracxhub.com/journey-mapping/) - Journey mapping is a powerful tool used by businesses to understand and visualize the customer experience across various touchpoints.
- [Customer Effort Evaluation](https://marracxhub.com/customer-effort-evaluation/) - Effortlessness has become a cornerstone of exceptional customer experience, with businesses striving to minimize customer effort across all touchpoints
- [CX Maturity Score](https://marracxhub.com/customer-maturity-score/) - In the ever-evolving landscape of customer experience management, businesses are constantly seeking ways to assess and improve their CX capabilities.
- [Customer Experience Strategic Overview](https://marracxhub.com/customer-strategic-overview/) - Today's competitive landscape, delivering exceptional customer experiences is paramount for business success. A Customer Experience (CX) Framework provides
- [Voice Of Customer and Metrics](https://marracxhub.com/voice-of-customer-and-metrics/) - Understanding the voice of the customer (VoC) is crucial for businesses aiming to deliver exceptional experiences. By gathering and analyzing customer feedback
- [Experience Management Program](https://marracxhub.com/experience-management-program/) - An Experience Management (XM) program is essential for businesses committed to delivering exceptional customer experiences.
- [Quick Thought of the Week](https://marracxhub.com/quick-thought-of-the-week/) - Quick Thought of the Week Quick Thought of the Week: Are you frustrating customers with complicated policies and confusing experiences? Do this quick self-check: 🚪 How many steps do customers go through to solve problems or make purchases with you? Count the clicks, forms, and interactions, required. 💬 When did you last ask your customers what obstacles
- [Why CX is the Secret to Driving Customer Loyalty](https://marracxhub.com/why-customer-service-is-not-enough/) - What differentiates client experiences? The answer lies in going beyond the basic service and product and embracing the principles that constitute a seamless and personalized experience.

## Pages

- [Home](https://marracxhub.com/) - Effortless experiences build loyalty and trust for your organization. Dedicate yourselves to making each moment matter for customers.
- [About](https://marracxhub.com/about/) - About Gary About Gary Founder | Fractional Client Experience Strategist | Host of the award-winning Your Customer, Your SuccessGary Marra is an independent consultant and advisor with over 25 years of experience in investment servicing, client relationship management, and customer experience strategy. He partners with financial institutions, wealth managers, fintechs, and growth-stage firms to build service
- [CX Blog](https://marracxhub.com/blog/) - CX Blog - Marra CX Hub Making Experience Work for You Our latest articles, thoughts, and opinions. Driving the CX conversation from our unique point of view.
- [Welcome to the award-winning Your Customer, Your Success podcast!](https://marracxhub.com/podcasts/) - Your Customer, Your Success Podcasts Welcome to the Your Customer, Your Success Podcast!
- [Contact](https://marracxhub.com/contact/) - Contact Me Get In Touch Do you have a question about CX, XM, or a Customer Experience story to share? Please fill out the form to the right. We’d love to hear from you and will get back to you as soon as we can!Below is also a button to book a free 30 minute
- [The CX Post-The Best CX Articles and Thought Leadership](https://marracxhub.com/the-cx-post/) - The CX Hub - CX News and Thought Leadership We bring you the best CX articles, news, and podcasts! Come back often for the best in CX news and articles from thought leaders, authors, and business leaders! We will be redesigning this page to a new, enhanced look and feel soon! Featured Blogs – ForresterHuman
- [CX-XM Framework](https://marracxhub.com/framework/) - The Strategic CX Framework How a CX Framework can work for you Here’s how an Experience Management Program can help you achieve a customer experienced focused culture Customer Experience Strategic Overview Today's competitive landscape, delivering exceptional customer experiences is paramount for business... Read More CX Maturity Score In the ever-evolving landscape of customer experience management,

## Captivate Podcasts

- [Leadership Alignment, the Right Seat, and Customer Trust with Bryant Richardson](https://marracxhub.com/podcasts/leadership-alignment-the-right-seat-and-customer-trust-with-bryant-richardson/) - Leadership Alignment, the Right Seat, and Customer Trust with Bryant RichardsonIn this episode of Your Customer, Your Success, Gary sits down with Bryant Richardson, founder of Real Blue Sky and author of the forthcoming book The Next CX Economy, a customer experience advisor who helps leaders turn client focus into a growth strategy.This conversation explores
- [AI Search, Digital Authority, and the Proof Gap with Ashley Smith](https://marracxhub.com/podcasts/ai-search-digital-authority-and-the-proof-gap-with-ashley-smith/) - In this episode of Your Customer, Your Success, Gary Marra talks with Ashley Smith, a digital authority strategist and the creator of the Proof Gap. Ashley spent nearly two decades in real estate, including serving as board chair and media spokesperson for Greater Vancouver Realtors, before turning her focus to a problem she watched play
- [AI as a Practice, Augmentation Over Replacement, and Net New Value with Dr. Patrick Lynch](https://marracxhub.com/podcasts/ai-as-a-practice-augmentation-over-replacement-and-net-new-value-with-dr-patrick-lynch/) - In this episode of Your Customer, Your Success, Gary sits down with Dr. Patrick Lynch, AI faculty lead at Hult International Business School, a Thinkers50 Radar 2026 honoree, and author of How to Outsmart AI and Thrive(Routledge, July). An industrial organizational psychologist and former Accenture Research Fellow, Patrick has trained leaders at companies including American
- [Getting Out of Your Own Way: Delegation and Finding Your Zone of Genius with Anna Brambilla](https://marracxhub.com/podcasts/getting-out-of-your-own-way-delegation-and-finding-your-zone-of-genius-with-anna-brambilla/) - Most founders don't scale because they refuse to hand off the work that's holding them back.Anna Brambilla spent nearly 25 years in career transition, recruiting, coaching, and franchise leadership before facing the exact transition she helped others navigate, learning to get out of the way of her own growth. As founder and CEO of Virtually
- [Customer Decisions, Subconscious Drivers, and Behavioral Design with Will Leach](https://marracxhub.com/podcasts/customer-decisions-subconscious-drivers-and-behavioral-design-with-will-leach/) - In this episode of Your Customer, Your Success, Gary sits down with Will Leach, founder of Mindstate Group, bestselling author of Marketing to Mindstates, and a behavioral designer who has shaped strategy for some of the most recognized brands in the country. Before founding Mindstate, Will led strategic insights at PepsiCo and spent nearly two
- [Leadership Development, Emotional Intelligence, and the Self-Management Gap with Laurie Fainer](https://marracxhub.com/podcasts/leadership-development-emotional-intelligence-and-the-self-management-gap-with-laurie-fainer/) - SummaryIn this episode of Your Customer, Your Success, Gary sits down with Laurie Fainer, Founder and CEO of Dynamic Alchemy Advisors and host of The Impact List Podcast. Laurie spent two decades inside boardrooms and executive teams, including roles as Chief People Officer at Peerage Realty and Head of HR at a Brookfield subsidiary. She
- [The $5M Ceiling: The Way You Got Here Is Not the Way You Get There](https://marracxhub.com/podcasts/the-5m-ceiling-the-way-you-got-here-is-not-the-way-you-get-there/) - Show notes below, formatted to match the Jon Morris template benchmark. Chapter timestamps are provisional pulled from raw transcript and will need recalibration after your final edit incorporates cold open and intro music.SummaryIn this episode of Your Customer, Your Success, Gary sits down with Eva Safar — founder of Safar Transformations and president of TAB
- [Why Client Outcomes Start With Hiring with Alex Grant](https://marracxhub.com/podcasts/why-client-outcomes-start-with-hiring-with-alex-grant/) - Your Customer, Your Success — Episode 52Why Client Outcomes Start With Hiring with Alex GrantSummaryIn this episode of Your Customer, Your Success, Gary sits down with Alex Grant — Senior Vice President of Direct Field Sales at North, one of the country's leading payments and merchant services companies. Before North, Alex spent years at Heartland
- [Vision, Vibes, Value: What Separates Great Agency Relationships from Average Ones](https://marracxhub.com/podcasts/vision-vibes-value-what-separates-great-agency-relationships-from-average-ones/) - E51 Guest: John Sampogna, Co-Founder & CEO, WondersauceSUMMARYHow do agency relationships compound over a decade instead of dying after a year? John Sampogna, co-founder and CEO of Wondersauce, joins Gary Marra to break down the difference between agencies that sell activity and the ones that sell outcomes, and why most service businesses get the trade-off
- [Setting a Seat at the Table: How CX Earns Real Authority with Katie Stabler](https://marracxhub.com/podcasts/setting-a-seat-at-the-table-how-cx-earns-real-authority-with-katie-stabler/) - Setting a Seat at the Table: How CX Earns Real Authority with Katie Stabler***It's Episode 50 of Your Customer, Your Success!!!*** Thank you all for listening/watching!A fitting milestone for a conversation on how customer experience earns real authority inside the organizations that need it most.In this return visit, Katie Stabler joins Gary Marra to examine
- [Growth, Margin, and Chaos: How to Scale Without Eroding Profit with Rion Westfall](https://marracxhub.com/podcasts/growth-margin-and-chaos-how-to-scale-without-eroding-profit-with-rion-westfall/) - Growth, Margin, and Chaos: How to Scale Without Eroding Profit | Rion WestfallIn this episode of Your Customer, Your Success, Gary sits down with Rion Westfall, founder of 537 Business Development and creator of the Own Your Revenue program. Rion has built nine companies across family businesses, solo ventures, joint ventures, and private equity-backed disruptors.
- [Risk, Trust, and Passive Real Estate Investing for Business Owners with Ian Noble](https://marracxhub.com/podcasts/risk-trust-and-passive-real-estate-investing-for-business-owners-with-ian-noble/) - Risk, Trust, and Passive Real Estate Investing for Business Owners with Ian NobleToday’s conversation is for educational and informational purposes only. Our guest insights are based on their professional experience and do not constitute legal, tax, or investment advice. Because everyone’s financial situation is unique, please consult with your own licensed advisors before making any
- [Expectations, Personalization, and the Trip Before the Trip: Where Great Travel Experiences Begin with Ali Raymer](https://marracxhub.com/podcasts/ali-reynolds/) - Expectations, Personalization, and the Trip Before the Trip: Where Great Travel Experiences Begin with Ali RaymerEpisode OverviewIn this episode of Your Customer, Your Success, Gary Marra sits down with Ali Raymer, Senior Travel Advisor at Picture This Travel, for a conversation that goes well beyond travel logistics. Ali came into the industry in a nontraditional
- [Growth, Complexity, and the Slow Erosion of Client Trust](https://marracxhub.com/podcasts/growth-complexity-and-the-slow-erosion-of-client-trust/) - Growth, Complexity, and the Slow Erosion of Client TrustEpisode OverviewIn this solo episode of Your Customer, Your Success, Gary Marra breaks down a pattern many leaders recognize before they can fully explain it: the moment when complexity starts to outpace structure, and client trust begins to weaken.The numbers may still look fine. Revenue may still
- [How to Talk to the C-Suite About ROI, Risk, and Outcomes with Eleni Vorvis](https://marracxhub.com/podcasts/how-to-talk-to-the-c-suite-about-roi-risk-and-outcomes/) - In this episode of Your Customer, Your Success, Gary sits down with Eleni Vorvis — a fractional customer success leader, executive advisor, and coach with more than 20 years of experience across sales, customer success, leadership, and go-to-market teams.This conversation explores a foundational leadership reality:Executive conversations do not succeed because you know the product best.They
- [Sustainable Growth, the Metrics That Matter, and Being Awesome at Boring with Jon Morris](https://marracxhub.com/podcasts/sustainable-growth-the-metrics-that-matter-and-being-awesome-at-boring-with-jon-morris/) - In this episode of Your Customer, Your Success, Gary sits down with Jon Morris — founder and CEO of Fiscal Advocate, former founder of Rise Interactive, and a fractional CFO and advisor focused on helping businesses use financial data to grow faster and more profitably.This conversation explores a foundational growth reality:Sustainable growth does not come from tracking more
- [Customer Depth, Strategic Focus, and Swifties: The Real Small Business Advantage](https://marracxhub.com/podcasts/customer-depth-strategic-focus-and-swifties-the-real-small-business-advantage/) - Episode OverviewIn this episode of Your Customer, Your Success, Gary sits down with Sid Meadows — fractional advisor, founder of Embark CCT, co-founder of The Collaborative Network, and host of The Trend Report.This conversation explores a foundational growth reality:Small businesses don’t win by acting big.They win by going deeper with customers, staying strategically focused, and empowering
- [CX, EX, and Dancing With The Dragon: The Human Side of True Leadership with Kris Wauters](https://marracxhub.com/podcasts/cx-ex-and-dancing-with-the-dragon-the-human-side-of-true-leadership/) - What if Customer Experience and Employee Experience aren’t separate initiatives at all, but direct reflections of leadership behavior?In this return visit to Your Customer, Your Success, Kris Wauters joins Gary Marra to explore the deeper truth behind CX, EX, and leadership through the lens of his new book, The Human Experience: Dancing with the Dragon, Climbing Beyond
- [Inside the Entrepreneurial Garage: Marketing and Customer Success Alignment](https://marracxhub.com/podcasts/inside-the-entrepreneurial-garage-marketing-and-customer-success-alignment/) - SummaryIn this episode of Your Customer, Your Success, Gary sits down with Tim Hines — fractional CMO, four-time founder, keynote speaker, and author of The Marketing Starter.This conversation explores a critical leadership reality:Marketing does not stop at lead generation.Customer success does not begin at onboarding.Alignment between the two is what protects retention and enables growth.They discuss churn
- [The Psychology Behind Retention: Building Customer Success by Design with Alyssa Nolte](https://marracxhub.com/podcasts/the-psychology-behind-retention-building-customer-success-by-design/) - 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.
- [Customer Success, Automation, and the Cost of Losing the Human Touch with Dannah Vaughan](https://marracxhub.com/podcasts/automation-customer-success-and-the-cost-of-losing-the-human-touch-with-dannah-vaughan/) - In this episode, Dannah Vaughan joins me for a grounded conversation about customer success, post-sales execution, and the real cost of losing the human touch in an increasingly automated world.We explore why onboarding has improved while support continues to fail customers, how health scores should guide curiosity rather than dictate decisions, and why legacy customers
- [Building Growth That Lasts: Alignment, Fractional Leadership, and Customer Success Execution with Chelsey Reynolds](https://marracxhub.com/podcasts/building-growth-that-lasts-alignment-fractional-leadership-and-customer-success-execution-with-chelsey-reynolds/) - Building Growth That Lasts: Alignment, Fractional Leadership, and Customer Success Execution with Chelsey ReynoldsChelsey Reynolds joins Your Customer, Your Success for a practical conversation about what it really takes to build growth that lasts.Drawing on her experience leading sales, marketing, and customer success teams through rapid scale, Chelsey breaks down why growth stalls when teams operate in silos,
- [YCYS Year One Retrospective (Part 1): The Best of Chip Shots & Does It Hold Water!](https://marracxhub.com/podcasts/ycys-year-one-retrospective-part-1-the-best-of-chip-shots-does-it-hold-water/) - Episode DescriptionThis episode is Part 1 of our 1-Year Anniversary Retrospective for Your Customer, Your Success.Designed as a lighter, holiday-friendly listen, this episode highlights two of the show’s most popular and revealing segments: Chip Shots and Does It Hold Water?While informal by design, these segments consistently delivered some of the most honest, thoughtful, and memorable moments of the past year. This
- [YCYS Year One Retrospective (Part 2): The Best of CX, Customer Success, and Leadership Interviews](https://marracxhub.com/podcasts/ycys-year-one-retrospective-part-2-the-best-of-cx-customer-success-and-leadership-interviews/) - This episode is Part 2 of the 1-Year Anniversary Retrospective for Your Customer, Your Success.Part 1 focused on the fun, signature segments of the show. This episode highlights the best conversations and lessonsfrom year one — featuring Customer Experience leaders, Customer Success leaders, and leadership experts who shared thoughtful, practical perspectives.It’s a reflective, easy listen
- [Job Security, AI, and What Job Candidates Need to Understand Now with Justin Dixon](https://marracxhub.com/podcasts/job-security-ai-and-what-job-candidates-need-to-understand-now-with-justin-dixon/) - Episode 36: Job Security, AI, and What Job Candidates Need to Understand Now with Justin DixonFor years, job seekers were told the same story: big companies are safe, startups are risky, and loyalty will protect you. That story no longer holds up.In this episode of Your Customer, Your Success, I’m joined by Justin Dixon, founder of Hire
- [Corporate Social Responsibility Today: How CSR Drives Loyalty, Talent, and Trust with Suzanne Smith](https://marracxhub.com/podcasts/corporate-social-responsibility-today-how-csr-drives-loyalty-talent-and-trust-with-suzanne-smith/) - 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 at UT Austin and Duke. Her world lives at
- [Social Media Customer Care: Conversations That Drive CX ROI with Brooke B. Sellas](https://marracxhub.com/podcasts/social-media-customer-care-conversations-that-drive-cx-roi-with-brooke-b-sellas/) - Social Media Customer Care: Conversations That Drive CX ROI — with Brooke B. SellasGuest: 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 SummaryIn this episode, Gary sits down with Brooke B. Sellas to discuss how conversation-led social
- [What Kitchens Teach Us About CX: The Power of Mise en Place](https://marracxhub.com/podcasts/what-kitchens-teach-us-about-cx-the-power-of-mise-en-place/) - 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
- [Strategies for Leadership and Wellbeing: Balance, Reinvention, and Authenticity with Caroline Baird](https://marracxhub.com/podcasts/building-balance-strategies-for-leadership-and-wellbeing-with-caroline-baird/) - Welcome back to Your Customer, Your Success, where we dive into customer experience, success management, leadership, and employee engagement. In this episode, Gary Marra sits down with the inspiring Caroline Baird, an HR Executive and Consultant, a Reinvention Coach, Event Speaker, and host of the Today's Balance Leader podcast.With over 30 years of experience, including a decade as the Director
- [Turn Up the Volume -The Power of Podcasting to Build Lasting Connections with Simona Costantini](https://marracxhub.com/podcasts/your-customer-your-success-the-art-of-building-lasting-connections-with-simona-costantini/) - In this episode of Your Customer, Your Success, I’m joined by the dynamic Simona Costantini, founder and CEO of Volt Productions and host of the podcasts Happiness Happens and As It Relates to Podcasting. Simona shares her incredible journey from corporate marketing to launching her own podcast production agency and building a thriving business rooted in empathy, connection, and authenticity. Simona
- [YOLO Solo III: Managing Relationships by Decoding Behavior, Defusing Conflict, and Leading with Clarity](https://marracxhub.com/podcasts/managing-relationships-301-decode-behavior-defuse-conflict-and-lead-with-clarity/) - 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 the
- [YOLO Solo II: Agentic AI, Savannah Bananas, and Aerated Putting Greens](https://marracxhub.com/podcasts/yolo-gary-goes-solo-ii/) - SummaryIn 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
- [Pulling CX Off the Rocks: Fixes, Fundies, and the Future with JP Dumas](https://marracxhub.com/podcasts/pulling-cx-off-the-rocks-fixes-fundies-and-the-future-with-jp-dumas/) - 🎙️ Your Customer, Your Success — Episode 32Pulling CX Off the Rocks: Fixes, Fundies, and the FutureGuest: JP Dumas, CX & Retention Strategist, Founder of CX & Growth Strategies LLC, and Partner at CX on the RocksMost companies don’t lose customers in one big splash...they lose them in many small, inconsistent ones. In this episode of Your
- [The Human Side of AI in Customer Success: Efficiency, Adoption & the Human Touch with Alon Ahronberg](https://marracxhub.com/podcasts/the-human-side-of-ai-in-customer-success-efficiency-adoption-the-human-touch-with-alon-ahronberg/) - 🎙️ Episode 31: The Human Side of AI in Customer Success | Efficiency, Adoption & the Human TouchGuest: Alon Ahronberg, Vice President of Customer Success at AteraIn 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
- [Agentic AI, What's Hype and What's Reality: Chris Hood on What It All Really Means](https://marracxhub.com/podcasts/agentic-ai-whats-hype-and-whats-reality-chris-hood-on-what-it-all-really-means/) - SummaryIn 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
- [Manifesting Better CX: From Cybersecurity to Customer Loyalty  with Alison Dixon](https://marracxhub.com/podcasts/manifesting-better-cx-from-cybersecurity-to-customer-loyalty-with-alison-dixon/) - 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 customers
- [Your Customer, Your Success Trailer](https://marracxhub.com/podcasts/your-customer-your-success-trailer/) - Please join us on "Your Customer, Your Success", the Marra CX Hub podcast where host Gary Marra brings you insights from leading innovators excelling in customer experience, customer success, and beyond. Each episode features candid conversations with experts who share their journeys, strategies, and the key mindsets driving their success. With a special focus on
- [Retention, ROI, and Puffy Shirts: The Real Value of Customer Experience with Rick Denton](https://marracxhub.com/podcasts/retention-roi-and-puffy-shirts-the-real-value-of-customer-experience-with-rick-denton/) - Episode Summary:In this exciting inaugural episode of Your Customer, Your Success, host Gary Marra welcomes Rick Denton, host of CX Passport and CX Passport Live, and managing principal of EX4CX. Together, they dive into the currently in flux world of customer experience (CX) with a thought-provoking discussion about live podcasting, the evolution of CX in business, and actionable
- [Creating Trust and Loyalty in the Nonprofit Sector with Natasha Evans](https://marracxhub.com/podcasts/creating-trust-and-loyalty-in-the-nonprofit-sector-with-natasha-evans/) - In this episode, Gary Marra speaks with Natasha Evans, a supporter experience lead, about the unique aspects of customer experience in the charity sector. Natasha shares her journey from retail to charity work, emphasizing the importance of creating memorable experiences for donors. They discuss the challenges of building loyalty, the significance of buy-in for CX
- [Breaking Barriers to Wealth: Samanda Morales on Mindset and Planning](https://marracxhub.com/podcasts/building-financial-success-from-mindset-to-action-with-samanda-morales/) - Welcome to Episode 3 of Your Customer, Your SuccessIn this episode, we explore the intersection of financial planning, customer focus, and personal empowerment with special guest Samanda Morales. Samanda is the founder and owner of WellFin 360, an independent, fee-only financial planning and investment advisory firm. With over 20 years of experience in financial services, she’s passionate
- [Elevating Your Brand: Harnessing the Power of Thought Leadership with Kelly Schuknecht](https://marracxhub.com/podcasts/elevating-your-brand-harnessing-the-power-of-thought-leadership-with-kelly-schuknecht/) - Thought Leadership and Personal Branding with Kelly SchuknechtEpisode SummaryIn this episode of Your Customer, Your Success, host Gary Marra chats with Kelly Schuknecht, Chief Elevation Officer of Two Mile High Marketing and host of the Beyond the Bestseller podcast. They explore the intersection of thought leadership, personal branding, and career success. Kelly shares actionable strategies to help listeners
- [New Year, New Success - Kristi Faltorusso on Customer Success Strategy](https://marracxhub.com/podcasts/new-year-new-success-kristi-faltorusso-on-customer-success-strategy/) - E7: New Year, New Success: Kristi Faltorusso on Customer Success StrategyIn this episode of Your Customer, Your Success, host Gary Marra sits down with Kristi Faltorusso, Chief Customer Officer at ClientSuccess and a Top 25 thought leader in the customer success industry. With over 13 years of experience, Kristi has built and transformed world-class customer
- [Cultivating a Customer Experience (CX) Movement with Katie Stabler](https://marracxhub.com/podcasts/cultivating-a-customer-experience-cx-movement-with-katie-stabler/) - Show Notes – Episode 8 of Your Customer, Your Success with Katie StablerEpisode Title: Cultivating a CX Movement with Katie StablerHost: Gary MarraGuest: Katie Stabler, Founder of Cultivate Customer Experience by DesignIn this episode of Your Customer, Your Success, Gary Marra sits down with Katie Stabler, a passionate CX consultant, speaker, and author, to explore
- [Straight Talk, No Chaser: CX on the Rocks with Sean Albertson](https://marracxhub.com/podcasts/straight-talk-no-chaser-cx-on-the-rocks-with-sean-albertson/) - 🎙 Guest: Sean Albertson – CX Consultant & Strategist, Keynote Speaker, and AuthorIn this conversation, Sean Albertson, Founder and CEO of CX4Rocks Consulting, Speaker, and Author, discusses the evolving landscape of customer experience (CX) and the challenges organizations face today. He emphasizes the growing expectations of customers, the decentralization of CX roles, and the importance of integrating
- [Artificial Intelligence Ideology - Moving Past The AI Hype with Chris Hood](https://marracxhub.com/podcasts/artificial-intelligence-ideology-moving-past-the-ai-hype/) - In this conversation, Gary Marra and guest Chris Hood delve into the complexities of AI in customer experience. They discuss the hype surrounding AI technologies, the importance of critical thinking, and the need for businesses to prioritize customer needs over technology. They explore the historical context of AI, the risks of blindly following trends, and
- [Bridging the Trust Gap with Involvement Culture with Tim McCleary](https://marracxhub.com/podcasts/bridging-the-trust-with-involvement-culture-tim-mccleary/) - Bridging the Trust with Involvement Culture - Tim McCleary, Episode 11In 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 and the importance
- [Managing Your Customer Journey Right with Stacy Sherman](https://marracxhub.com/podcasts/managing-your-customer-journey-right-with-stacy-sherman/) - SummaryIn 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, and maintaining consistency across all touchpoints.
- [BPO Evolution: How OP360 Delivers 5-Star CX Globally](https://marracxhub.com/podcasts/bpo-evolution-how-op360-builds-high-performing-teams/) - SummaryIn 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
- [Outside the Box, Inside the Experience: How Mark Stern Unlocks CX](https://marracxhub.com/podcasts/outside-the-box-inside-the-experience-how-mark-stern-unlocks-cx/) - 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 engagement. From
- [From Soft Skill to Superpower: Strengthening Your Storytelling Muscle with Andrew Carothers](https://marracxhub.com/podcasts/soft-skill-to-superpower-strengthening-your-storytelling-muscle/) - 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
- [YOLO Gary Goes Solo](https://marracxhub.com/podcasts/yolo-gary-goes-solo/) - 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
- [Analyze First, Map Later: Dave Seaton's Approach to Effective Journey Mapping](https://marracxhub.com/podcasts/analyze-first-map-later-dave-seatons-approach-to-effective-journey-mapping/) - 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.
- [From Imposter Syndrome to Influencer: Rachel Provan’s Leadership Playbook for First-Time Managers](https://marracxhub.com/podcasts/from-imposter-syndrome-to-influencer-rachel-provans-leadership-playbook-for-first-time-managers/) - Episode 19: From Imposter Syndrome to Influencer: Rachel Provan’s Leadership Playbook for First-Time ManagersSUMMARYIn 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 she leveraged
- [CX and Democratizing Financial Planning: Shruti Joshi’s Triple Win Approach at Facet](https://marracxhub.com/podcasts/customer-experience-as-strategy-shruti-joshis-triple-win-approach-at-facet/) - SummaryIn 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 relationships.
- [Fixing the Job Search Experience with Bill Kasko:  Real Talk from a National Recruiting CEO](https://marracxhub.com/podcasts/fixing-the-job-search-experience-with-bill-kasko-real-talk-from-a-national-recruiting-ceo/) - SummaryIn 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
- [How Trust Fails When Blame Leads — Escaping the Villain Trap with Chris Gillen](https://marracxhub.com/podcasts/how-trust-fails-when-blame-leads-and-how-to-escape-the-villain-trap-with-chris-gillen/) - SummaryIn 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
- [Coaching for Success and Reduced Turnover with Francie Jain](https://marracxhub.com/podcasts/coaching-for-success-and-roi-and-why-ignoring-it-is-a-risk/) - SummaryIn 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
- [Turning Culture into Customer Success: CEO Insights from Matt Feiner](https://marracxhub.com/podcasts/turning-culture-into-customer-success-ceo-insights-from-matt-feiner/) - SummaryIn 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
- [CX, EX, and Everybody on the Bus: Driving Real Change in Organizations with Kris Wauters](https://marracxhub.com/podcasts/cx-ex-and-everybody-on-the-bus-driving-real-change-in-organizations-with-kris-wauters/) - CX, EX, and Everybody on the Bus: Driving Real Change in Organizations with Kris WautersWhy 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
- [Customer Success Beyond SaaS: Amber Monroe on Healthcare CX](https://marracxhub.com/podcasts/customer-success-beyond-saas-amber-monroe-on-healthcare-cx/) - SummaryIn 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 teams, Amber

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