The Vault - 7 Pillars of CS
This week we are bringing back a 2021 podcast with Wayne McCulloch on the 7 pillars of Customer Success.
Focusing on the fact that it is moments with the customer rather than the customer relationship that is owned, Wayne shares how focusing on those key moments will provide a stronger customer ex…
Customer Success Principles to Improve Your Customer Effort Score (CES)
In today's competitive landscape, financial institutions must adopt a customer-centric culture focused on loyalty and lifetime value to thrive.
My guest on the Banking Transformed podcastis Wayne McCulloch, Chief Customer Officer at Alkami Technology. Wayne lays out a proven framework for organizat…
Digital Customer Success, AI, Podcasting & Fun with Dillon Young of the Lifetime Value Podcast | Episode 022
As a neutral podcast host, I am not supposed to pick favorites...so I won't.But if I did - this conversation with Dillon Young ( Lifetime Value Podcast) would rank among my favorites because it combines great insights, a lot of fun and some shared background/experiences into one lovely package. Ye…
You May be Losing Customers Because You Are Failing in The Moment of Truth
We’re moving so fast - light speed at times. In customer success we have to make so many micro-decisions that at times we can operate on autopilot. Think about a recent customer interaction you had. How did you respond to it? You probably relied on instinct based on your previous knowledge or proce…
Ep 2: Embracing Change & Building Resilience: A Deep Dive with Bhumika Arora
In this episode, Emma chats with Bhumika Arora, founder of Ruffday Services. They explore Bhumika's transition from management consulting to customer success, the dynamic of AI and human touch in CS, and differences in the CS landscape between Canada and the US. Bhumika highlights the importance of…
Digital Advice from a CS OG and Innovator with Irit Eizips of CSM Practice | Episode 047
Irit Eizips has been in and around CS for a long time. From being in on the ground floor at Gainsight to running her very successful consultancy, she has been a staple in the CS community and consistently produces fantastic content that we all benefit from! In this episode, we get into:
Irit’s da…
Season 1 - #31 Wayne McCulloch Head of Customer Success Google Cloud
In this episode, we sit down with Wayne McCulloch, Head of Customer Success at Google Cloud, to discuss *customer success, the evolving customer experience, and his new book, The Seven Pillars of Customer Success. With an extensive background in both big and small tech companies, Wayne shares insig…
EP027: The 7 CS Capabilities Every Team Must Own
Jeff and Jay get honest about where the Chief Customer Officer podcast lost its spark—and what reignited it: a seven-capability framework for post-sale teams that cuts through the roles-and-titles noise. Support, onboarding, adoption, engagement, feedback, renewal, expansion. The fundamentals haven…
EP029: Do You Actually Need Forward Deployed Engineers?
Forward deployed engineers are the new hotness—but Palantir's model was built for eight-figure deals with zero competition. Jay and Jeff break down what your team actually needs instead, from onboarding agents that cut a week off time-to-value to cataloging work your CS team shouldn't be doing.
KE…
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