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Customer Confidential: Untold Stories of Earned Growth

Rob Markey, Bain & Company partner and customer experience expert

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The Customer Confidential Podcast unlocks a world of unparalleled customer and employee loyalty insights. Host Rob Markey, a Net Promoter System pioneer, uses his deep expertise and empathetic approach to challenge conventional wisdom, peel back layers of typical advice, and expose the real stories of industry transformation. Take a deep dive into discussions on CX, customer journey, customer insights, Net Promoter Score, and more. Every episode is a master class in loyalty. Guests include C ...
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The Customer Success Playbook

Kevin Metzger and Roman Trebon

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Welcome to “The Customer Success Playbook,” a fresh podcast initiative spearheaded by Kevin Metzger and Roman Trebon. Immerse yourself with us in the dynamic realm of customer success, where we unravel the latest insights, inspirations, and wisdom from recognized leaders in the Customer Success domain. Our journey began with a simple yet profound belief: that meaningful conversations can significantly impact our professional trajectory. With this ethos, we’ve embarked on a mission to bring t ...
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Let's be honest: building a company from nothing is freaking hard. It has been for me. I grew my company Accelity from 0 to 7 figures with no partners and no funding. I'm also a startup mentor, a speaker, and a dedicated mother of three. Welcome to The Art of Entrepreneurship podcast—I’m your host, Jackie Hermes. Listen in as I share all the mistakes I’ve made and, more importantly, what I’ve learned from them, with no fluff, and no rose-colored glasses. The Art of Entrepreneurship is a show ...
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As a CEO, you’ve demonstrated your ability to solve complex problems and achieve extraordinary results. You've skills, resources and experience. But you have the potential for even greater impact and a more satisfying legacy. What will it take to multiply your positive impact - in the business, for your people, and in the world at large? Join Richard Medcalf, Founder of Xquadrant, and high-impact CEOs from some of the world’s most exciting firms - for a perspective-shifting conversation at t ...
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MarketoApp podcast is for Growth Hackers, Digital Marketers and Product Managers. Here you'll only listen about Growth and Marketing. We believe that only to do the right marketing is not the best way to grow, it used to work way back in early days of digital marketing era. Now every channel and your audience is mature, you also need to mature your strategy to be in industry and show the growth.
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We believe Mission and Margin is the business of healthcare. Business of Healthcare (BOH) interviews feature innovations sustainably improving healthcare Mission & Margin. Each discussion includes a healthcare executive and innovator concentrating on the same problem. Think “Nightline” or “How I Built This” just for healthcare. Recent guests have included Bernadette Spong, Chief Financial Officer, Orlando Health, Paul Kusserow, President & CEO, Amedisys, Blake Marggraff, Founder & Chief Exec ...
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The Accord Research Alliance Podcast

The Accord Research Alliance Podcast

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The Accord Research Alliance podcast brings you short but powerful conversations with innovators who are committed to measuring what matters in Christ-Centered relief, development, and advocacy. Hosted by Nathan Mallonee and Rodney Green.
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This episode of The Art of Entrepreneurship is for anyone tempted to hit pause on their sales as the year winds down. We talk about why Q4 is not the time to slow down, especially with so many businesses making their budget decisions for next year. I’ll share strategies for maximizing your limited time, from networking effectively at conferences to…
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Send us a text The conversation delves into the intricacies of the customer lifecycle, challenging the oversimplified view many companies hold. Armaly introduces the concept of customer satisfaction as a dynamic, wave-like journey, emphasizing the importance of understanding and adapting to its ebbs and flows. The discussion covers crucial aspects …
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Send us a text Summary In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger engage in an insightful discussion with Peter Armaly, about the intricacies of the customer lifecycle. The conversation delves into the dangers of oversimplifying customer engagement, the importance of seamless handoffs between team…
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This episode of The Art of Entrepreneurship is for anyone who finds it challenging to show up for themselves and others each day. If you’re feeling depleted or unmotivated, you’re not alone. While it may seem straightforward, being present can look different from one day to the next. We discuss the nuances of sitting in that grit and allowing ourse…
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Send us a text In this episode of the Customer Success Playbook Podcast, host Kevin Metzger interviews Sadee Akhtar, a tech leader specializing in optimizing collaboration between customer success (CS) and professional services (PS) teams. Sadee shares six key insights on improving team dynamics during the onboarding process, emphasizing the import…
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How can you avoid the common mistakes CEOs make as they scale from £0M to £15M? Today we find out. Richard speaks to Peter Busby, founder of professional services company Grayce that he scaled scaled to £15M in 7 years with 240 people. Peter shares his insights on building a successful business. We’ll explore everything from the lean startup approa…
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Episode 239: What hidden insights can customer behavior data analysis reveal about how successful one food delivery app may be over another? Discover how analysis of externally sourced customer behavior data can fuel dramatic improvements in revenue forecasts and strategic decisions. See how competitor data analysis can help identify strengths and …
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Send us a text In this episode of the Customer Success Playbook podcast, hosts Roman Trebon and Kevin Metzger discuss their innovative use of AI to create a post-game show. The episode features insights from an interview with Meredith Mann from LinkedIn, exploring the transformative potential of AI in customer success. Key themes include AI as an e…
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Send us a text Summary In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger engage in an insightful conversation with Meredith Mann, Director of Global Consulting Services at LinkedIn. The discussion revolves around the integration of AI in customer success, its potential benefits, challenges, and ethical c…
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This episode of The Art of Entrepreneurship is for anyone who wants to improve their sales skills, whether they’re in a sales role or not. My guest today is Mark Cox, author of Learn to Love Selling. Mark and I discuss why everyone needs to learn how to sell, regardless of their role, as well as his playbook for leading a successful sales team and …
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How do you grow a business that is so innovative it changes how your entire ecosystem needs to work? Today Richard speaks with Karl Andersson, Founder of Matsmart-Motatos, one of Europe's fastest-growing companies according to the Financial Times with a consistent annual growth of some 70%. Matsmart-Motatos is aiding the sustainable reform of the f…
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Send us a text This special episode of Customer Success Playbook celebrates 5,000 downloads by using AI to analyze and synthesize insights from past episodes. The AI-generated conversation covers key trends in customer success, focusing on the impact of artificial intelligence. Major topics include: The evolving job market for customer success prof…
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Send us a text In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger interview Jasmine Reynolds, a Customer Success Manager at Pluralsight, about applying Scrum methodologies to customer onboarding. Jasmine discusses how Scrum, typically associated with software development, can significantly enhance the cus…
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In this episode of The Art of Entrepreneurship, we’re revisiting a past episode on a topic that deserves to be talked about over and over again—how to become an optimist. Most people aren’t natural optimists and I most definitely fall into that camp. I realized long ago that my critical self-talk wasn’t doing me any favors and worked to put myself …
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Send us a text Summary: In this special CSP-CSI edition, hosts Roman Trebon and Kevin Metzger dive deep into the world of customer education with Justin Chappell, CSCX Strategic Advisor at Growth Molecules. Justin shares invaluable insights on creating effective customer education strategies, leveraging micro-learning, and driving customer success …
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This episode of The Art of Entrepreneurship is for anyone whose sales and marketing strategies and tactics are failing to land with their audience. If you’re having a tough time driving results, it might be time to refresh. Unfortunately, many of us can get into bad sales and marketing habits—making it all about us and our companies instead of thin…
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Send us a text In this episode, hosts Roman Trebon and Kevin Metzger interview Katie Clark, Implementation Manager at PocketHealth, about the critical process of securing internal stakeholder buy-in for major initiatives. Katie shares her expertise on understanding different stakeholder types, generating momentum, crafting compelling messages, over…
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It’s a lesson you probably learned in grade school, but today, we’re going to talk about its application to business: what goes around comes around. I’ve always been a big believer that what you put into the world is what you get, for better or for worse. I’ve seen this play out countless times with business opportunities and with client and employ…
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Send us a text AI Revolutionizing Customer Education: Insights from Kristine Kukich In this enlightening episode of the Customer Success Playbook podcast, hosts Roman Trebon and Kevin Metzger dive deep into the transformative impact of AI on customer education with guest expert Kristine Kukich, principal owner of The Training Sherpa. Kristine share…
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Episode 238: In what appears to be a paradox, Verizon is accelerating its responsible AI journey through a measured, deliberate approach—ensuring its technology is primed to enhance customer experiences when they matter most. Verizon isn’t rushing to put AI in front of customers. Instead, they’re deliberately building trust, refining data quality, …
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Alain Kerloc’h is a renowned restaurateur and sommelier who co-owns the acclaimed, Michelin-star, OX restaurant in Belfast, Northern Ireland. He has founded and managed various influential eateries including two of the best restaurants in the world; l’Arpège in Paris and Mirazur in Menton. 🍷🍴Join us for a Michelin-star insights experience!🍴🍷 As a 1…
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Send us a text Mastering the Customer Journey: Insights from Freshworks' Preethie Vimalan In this insightful episode of the Customer Success Playbook Podcast, host Roman Trebon engages in a thought-provoking conversation with Preethi Vimalan, Manager of Onboarding at Freshworks. Preethi shares her expertise on the five key phases of the customer jo…
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What are the skills you'll need to develop in your business, in an AI world? This is the question Richard explores with today's guest. Tim Smeaton is the CEO and Co-Founder of Kubrick Group, a company that helps organizations realise the value of data, AI, and cloud technology. In this conversation, you’ll learn: Why Tim recommends you "ignore amaz…
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Send us a text In this insightful episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger engage in a dynamic conversation with Jarvis Harris, Global Head of Customer Success and Renewals at Xactly. The discussion revolves around creating an effective segmentation plan for first value delivery, emphasizing the importa…
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Send us a text In this special edition reviewing 50 episodes of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger take a moment to celebrate a significant milestone. The duo reflects on their journey from the podcast's inception in March 2023 to their 50th release in August 2024, sharing insights into the evolution of thei…
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Send us a text In this episode of the Customer Success Playbook podcast, hosts Roman Trebon and Kevin Metzger delve into the often-overlooked realm of Partner Success within the SaaS industry. Joined by Pauline Van Backle, Partner Success Manager, and Karen Siddiqi, Senior Director of Partner Success at Five9, the discussion explores the strategic …
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💟 Transforming Patient Experience: Join Anita Hodge, National Manager of Patient Reported Experience and Outcomes at Healthscope as she shares over 20 years of powerful insights into crafting unforgettable human experiences and dramatically improving patient outcomes on Trust Builders podcast. Behind every number, there’s a person! 👀Prepare to be c…
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This episode of The Art of Entrepreneurship is for anyone who’s juggling the chaos of building a business while keeping their relationship intact. My guests today are Gunjan and John, a power couple who built a thriving business together. Gunjan, John, and I discuss how they balance their roles, handle the inevitable disagreements, and navigate the…
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How does democratizing intelligence enhance productivity and drive smarter decision-making? Murli Buluswar, Citigroup’s Head of Analytics for the US Personal Bank, joins host Rob Markey to explore Citi’s strategies for democratizing intelligence. Murli emphasizes building a conversational intelligence platform that enables proactive and reactive in…
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Send us a text In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger welcome Irit Eizips, a world-renowned expert in customer success strategies and the mastermind behind Keep Your Customers. With accolades, including Top Customer Success Strategist of 2024 and induction into the CX Hall of Fame in 2023, Iri…
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This episode of The Art of Entrepreneurship is for anyone who feels like they’re perpetually drowning in their to-do list and can’t catch a break. I recently read Greg McKeown’s book, Effortless, and I sped through it because I really needed to hear his lessons. We’ll talk about shifting from "Why is this so hard?" to "What if this could be easy?" …
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Send us a text In this insightful episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger welcome Kevin Maufer, Principal Consultant and Fractional Leader at CX Services. With over 25 years of experience in customer-facing roles, Kevin shares his expertise on the critical importance of defining and aligning on an Idea…
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This episode of The Art of Entrepreneurship is a follow-up from last week’s conversation about elevating your company culture with an internal Net Promoter Score (NPS) survey. This week, I’m joined again by Jenny Weeden, my business partner and President at Accelity. We discuss how we’ve made personal and cultural changes in the business to promote…
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Meet Fabiola Corvera-Stimeling, a trailblazer in digital transformation and customer experience leader with over two decades of success spanning roles in financial services and healthcare alongside manufacturing, professional sports teams, and not-for-profit organisations. As a master of human-centric, emotion and trust-based strategies, Fabiola or…
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Send us a text In the latest episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger interviewed Swati Garg, a renowned entrepreneur and thought leader in customer success (CS). The discussion delved into the evolving role of CS leaders, highlighting the shift from reactive to proactive strategies, the increasing impo…
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Send us a text In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger welcome Alok Shukla, co-founder of FunnelStory, to discuss how AI and data analytics are revolutionizing customer success. FunnelStory is a platform that provides product funnel intelligence to optimize conversion, adoption, renewal rates, …
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This episode of The Art of Entrepreneurship is for anyone who wants to know what their team is really thinking (but is too afraid to ask). A Net Promoter Score, or NPS, is a common tool for measuring customer experience. It asks customers to rate how likely they are to recommend a brand to a friend on a scale of 1 to 10. We applied the same concept…
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That's what Richard Medcalf explores with Michael Riedl, the CEO of Team Internet. The business was founded in 1996 as a web services company distributing domain names, until Michael led a strategic charge to double-down on new solutions including online marketing. In this conversation, you’ll learn: The story of how they acquired 17 businesses in …
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Send us a text In this insightful episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger are joined by Rachel Provan, founder and CEO of Provan Success. Rachel, a top 25 customer success leader turned brain-based CS leadership coach, shares her expertise on a pressing issue many professionals face: imposter syndrome.…
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Episode 236: When telecom rivals offered lower rates and bigger networks, Macquarie bet big on customer loyalty—and won. David Tudehope, Macquarie Technology Group’s CEO, joins Rob Markey to discuss Macquarie’s competitive differentiator: a bold, customer-centric approach. David co-founded Macquarie to prioritize exceptional customer experience ove…
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Send us a text In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger sit down with Ravi Bulusu, the co-founder and CTO of TheLoops. Ravi shares insights on how TheLoops, an AI-driven intelligence support operations platform, is revolutionizing customer support by providing real-time data integration and anal…
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In this conversation, you’ll learn: How Logan (and Richard) relate business and faith How to 'wow' people and build a powerful network of 6000 people (it's simple, but not always easy) The three big decisions everybody needs to address How Logan has built a culture of excellence that resulted in a Net Promoter Score "so high its almost unbelievable…
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Send us a text In this episode of the Customer Success Playbook podcast, we're excited to host Samuel Cummings, CEO of DataPlant, who is at the forefront of revolutionizing customer success through AI and data science. Samuel shares his fascinating journey from being a data scientist at Gainsight and LinkedIn to founding DataPlant, a company dedica…
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In this episode of The Art of Entrepreneurship, Jackie talks about 10 common leadership patterns that can hurt teams. From shiny object syndrome to retaliation and more, Jackie talks through how to become a better leader and grow out of bad habits. If you like this episode, check out these resources. Podcast: The professional habits that stop you f…
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Episode 235: In 2012, T-Mobile lost nearly two million customers. Its revenue fell precipitously. Its situation seemed hopeless. Then came a new CEO with an audacious plan and a penchant for F-bombs. Jon Freier, president of T-Mobile’s US Consumer Group, joins host Rob Markey to share his firsthand account of the remarkable corporate turnaround. Jo…
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