18 Insightful Customer Success Podcasts to Listen to in 2024
As someone passionate about customer success, I've found immense value in diving into podcasts dedicated to this field. They offer a wealth of practical insights, trends, and strategies, all essential for staying ahead.
18 Best Customer Success Podcasts
Explore these top 18 customer success podcasts for in-depth knowledge and tips:
- The CX Cast by Forrester Analysts
- Inside Intercom by Liam Geraghty
- MYC'D UP with CX Leaders by MyCustomer
- The SaaS Revolution Show by Alex Theuma
- Women in Customer Success Podcast by Marija Skobe-Pilley
- The Digital Customer Success Podcast by Alex Turkovic
- Trust Me, I'm a CSM by William Belcher
- The Jasons take on by Jason Noble and Jason Whitehead
- The Modern Customer Podcast by Blake Morgan
- CX Broadcast by Zonka Feedback
- The Chief Customer Officer Human Duct Tape Show by Jeanne Bliss
- Churn.FM by Forrester
- Gain Grow Retain: B2B SaaS Customer Success by Jeff Breunsbach and Jay Nathan
- The Customer Success Channel by Planhat and Anika Zubair
- Navigating the Customer Experience by Yanique Grant
- Scale Tale - The Customer Success Podcast by ZapScale
- Customer Service Academy by Tony Johnson
- Unchurned by Josh Schachter
Best Customer Success Podcasts Overview
1. The CX Cast by Forrester Analysts
The CX Cast by Forrester Analysts, co-founded by industry experts, is a deep dive into customer experience and the onboarding process, offering research-based insights and strategies for CX management in various organizations.
What You'll Learn:
- Latest research findings on customer experience
- Analysis of current CX topics and news
- Real-world challenges and solutions in CX management
Why You Should Listen:
- To stay updated with the latest CX trends and research
- Gain insights from experienced Forrester analysts
- Practical advice for improving customer experience
Best Episode:
"How To Set CX Metrics Goals" - In this insightful segment of The Customer Service Revolution, we are joined by Rich Saunders, a distinguished Senior Analyst in the field. Rich delves into the complexities of setting appropriate goals for key CX metrics like NPS and CSAT. He highlights the unique measurement journey of each organization, underscoring the necessity of a customized approach. Throughout the discussion, Rich offers valuable insights on evolving these metrics strategically over time, tailoring them to meet the specific needs and maturity level of any organization.
Links To Listen:
About The Host:
Forrester Analysts are renowned experts in customer experience research. They bring years of experience and in-depth industry knowledge to the podcast, sharing valuable insights and guidance.
2. Inside Intercom by Liam Geraghty
Inside Intercom, hosted by Liam Geraghty, covers topics ranging from product management to design, marketing, automation in customer support, and the customer journey.
What You'll Learn:
- Insights on product development and design
- Marketing strategies and customer support tips
- Interviews with industry leaders and experts
Why You Should Listen:
- To gain a comprehensive understanding of various aspects of tech and product design
- Learn from in-depth interviews with industry professionals
- Innovative approaches to customer engagement and support
Best Episode:
"How AI is creating support roles, not taking them." - This episode features a panel of industry experts who delve into the rapidly changing world of customer service in the era of artificial intelligence. The discussion focuses on the future role of support teams and the impact AI has on traditional support agent roles. It addresses key questions about the upcoming challenges and opportunities, and offers insights on how support teams can best prepare for the changes AI brings to customer service. The conversation aims to provide a comprehensive understanding of the integration of AI in customer service and its implications for both support agents and the customers they assist.
Links To Listen:
About The Host: Liam Geraghty is a skilled podcaster with a passion for uncovering the latest trends in product and design. His engaging style brings a unique perspective to the tech industry.
3. MYC'D UP with CX Leaders by MyCustomer
MYC'D UP with CX Leaders by MyCustomer, available as a new podcast episode every week, features interviews with global customer experience professionals, exploring their career paths and customer advocacy practices.
What You'll Learn:
- Career journeys of CX leaders
- Effective practices in customer experience
- Advice and strategies for CX professionals
Why You Should Listen:
- To hear inspiring stories from CX leaders worldwide
- Learn practical tips for enhancing customer experience
- Gain valuable career advice in the CX field
Best Episode:
"The future of Women in CX" - In this episode, Clare discusses the significant growth of the community, challenges traditional customer experience norms, and unveils future plans. This conversation highlights the strides made by Women in CX under Clare's leadership and sheds light on the evolving landscape of customer experience through the lens of diversity and inclusion. Clare's insights provide a unique perspective on the future of CX and the role of communities like Women in CX in shaping it.
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About The Host: The team at MyCustomer brings together CX professionals, offering insights from their experiences. They provide a platform for learning and inspiration in the field of customer experience.
4. The SaaS Revolution Show by Alex Theuma
The SaaS Revolution Show, hosted by Alex Theuma, is an English podcast episode focused on SaaS and technology startups, discussing metrics and strategies essential for growth. It explores the journey of SaaS entrepreneurs, offering insights into building and scaling successful SaaS companies.
What You'll Learn:
- Strategies for launching and growing SaaS businesses
- Insights from successful SaaS entrepreneurs and experts
- Trends and challenges in the SaaS industry
Why You Should Listen:
- To gain knowledge about the SaaS industry from a seasoned expert
- Hear real-life success stories and lessons learned
- Stay updated on the latest SaaS trends and practices
Best Episode:
"How to Craft a Story to Stand Out and Win" - On a recent episode of the SaaS Revolution Show, Alex Theuma is joined by April Dunford, the founder and CEO of Ambient Strategy, live from the #SaaStock2023 Podcast Stage. April shares her expertise on crafting a compelling story to make a business stand out and succeed. She emphasizes the importance of helping customers see problems from new perspectives and introduces novel concepts in sales pitches. April critically analyzes the typical structure of sales pitches, highlighting the often-overlooked discovery phase.
Links To Listen:
About The Host: Alex Theuma is a well-known figure in the SaaS community, with extensive knowledge and experience in the industry. He is the founder of SaaStock, a global community of SaaS founders and entrepreneurs.
5. Women in Customer Success Podcast by Marija Skobe-Pilley
Women in Customer Success Podcast by Marija Skobe-Pilley is a platform celebrating women's achievements and creating customer success in the sector. It features interviews with influential women leaders in the industry.
What You'll Learn:
- Stories and experiences of successful women in customer success
- Strategies for career growth and development in customer success
- Challenges and opportunities for women in the industry
Why You Should Listen:
- To be inspired by women leaders in customer success
- Gain insights into career advancement in customer success
- Learn about the unique challenges women face in the industry
Best Episode:
"Dispelling Career Myths" -
In this episode, listeners will gain valuable insights into leading teams through substantial organizational shifts, such as mergers and acquisitions. Margriet emphasizes the crucial roles of transparency and effective communication in these processes. The discussion also explores the qualities of an effective leader, with a special focus on the power of listening and the importance of leveraging team members' strengths. Additionally, the episode aims to dispel common myths surrounding career progression.
Links To Listen:
About The Host: Marija Skobe-Pilley is a customer success professional with a passion for elevating women's voices in the industry. She brings insightful conversations and stories to her audience, inspiring many in the field.
6. The Digital Customer Success Podcast by Alex Turkovic
The Digital Customer Success Podcast by Alex Turkovic delves into how digital tools enhance cs teams' efficiency in the realm of customer success. The podcast covers strategies and technologies driving digital transformation in customer success.
What You'll Learn:
- Digital strategies for customer success
- The impact of technology on customer relationships
- Innovations and best practices in digital customer success
Why You Should Listen:
- To understand the digital evolution in customer success
- Learn from experts about implementing digital strategies
- Stay ahead in the rapidly changing digital customer landscape
Best Episode:
"Building Comunity in Digital Customer Success with Marie Lunney" -
In a recent episode featuring Mariah Lunney, a seasoned digital customer success leader and founder of a Slack community, the discussion encompasses her transition from a global printing company to leading the EMEA customer success team at Contentstack. The conversation covers various aspects of digital customer success, including its evolution, the significance of cross-departmental collaboration in the customer journey, and the role of employee satisfaction. Insights into the DCS Connect Community, the importance of data hygiene, and strategies for effective digital communication with customers are also shared.
Links To Listen:
About The Host: Alex Turkovic is an expert in digital customer success, with a deep understanding of how technology influences customer interactions. His insights help professionals navigate the digital customer success realm effectively.
7. Trust Me, I'm a CSM by William Belcher
Trust Me, I'm a CSM by William Belcher delves into the world of customer success management, offering a playbook for success in this field.
What You'll Learn:
- Best practices and strategies in customer success management
- Experiences and advice from seasoned customer success professionals
- New trends in customer success and how to adapt
Why You Should Listen:
- To enhance your understanding of effective customer success management
- Gain practical tips and strategies to implement in your role
- Hear diverse perspectives from industry experts
Best Episode:
"Is Cusomter Success a Must-Have" - Valerio and William, seasoned customer success (CS) professionals, spark a lively debate with guest speaker Lauren Verby on the show. The discussion centers on how companies navigate the shift to cloud-based services, SaaS, and the integration of CS. They delve into the various challenges and pitfalls encountered during this transition. The conversation also tackles the critical question of when CS is appropriate for a company and its role in self-hosted platforms, which are typically managed within the customer's own data center rather than the vendor's.
Links To Listen:
About The Host: William Belcher is an experienced customer success manager with a passion for sharing knowledge and best practices in the field. He brings insightful conversations to listeners, aiming to enrich the customer success community.
8. The Jasons take on by Jason Noble and Jason Whitehead
The Jasons take on by Jason Noble and Jason Whitehead is a podcast exploring customer success strategies, often highlighting social media's role in engaging customers. The hosts bring their expertise and engaging discussions to the forefront.
What You'll Learn:
- In-depth customer success strategies and approaches
- Leadership skills and development in customer success
- Overcoming common challenges in the customer success field
Why You Should Listen:
- To receive expert insights on customer success from experienced leaders
- Learn practical approaches to enhance customer engagement and retention
- Stay updated with evolving trends and practices in customer success
Best Episode:
"Scaling CS via Customer Education" - In this episode, the focus is on how Customer Success (CS) organizations can transition from high-touch services for every customer to a more scalable model. The key strategy discussed is the development of a high-impact customer education program. This approach empowers customers to achieve success independently, reducing the reliance on intensive CS interactions. The episode features Vanessa Neurohr, Vice President of Customer Success at MuckRack, who shares her experience in transforming and scaling her CS team. She delves into the process of building out MuckRack's customer education program, highlighting the strategies, challenges, and successes of this initiative.
Links To Listen:
About The Hosts: Jason Noble, a seasoned customer success professional, and Jason Whitehead, an expert in customer and user adoption, bring a wealth of knowledge and experience. Their discussions offer valuable insights into the world of customer success.
9. The Modern Customer Podcast by Blake Morgan
The Modern Customer Podcast, hosted by Blake Morgan, focuses on customer experience in the modern era. It features interviews with leaders in customer experience and provides insights on how to build customer-centric businesses.
What You'll Learn:
- Strategies for creating exceptional customer experiences
- Interviews with leaders and innovators in customer experience
- Latest trends and technologies in customer engagement
Why You Should Listen:
- To gain insights on building a customer-centric culture
- Learn from the experiences and strategies of top industry leaders
- Stay informed about the latest trends in customer experience
Best Episode:
"The Power of Proactive Analytics: Driving Smarter Customer Experiences" - In an episode of the Modern Customer Podcast, Isabella Villani, a prominent customer experience expert and author, shares her insights on how proactive analytics is changing the customer experience landscape. She explains how this advanced approach empowers businesses to predict and effectively address customer needs, thereby enhancing the overall customer journey.
Links To Listen:
About The Host: Blake Morgan is a leader in customer experience, a keynote speaker, and a customer experience futurist. Her expertise and passion for customer-centric business strategies make her a sought-after voice in the field.
10. CX Broadcast by Zonka Feedback
CX Broadcast by Zonka Feedback is a comprehensive podcast exploring the multifaceted world of customer experience. It delves into strategies, tools, and techniques to enhance customer satisfaction and business growth.
What You'll Learn:
- Effective strategies for customer experience management
- Tools and techniques to measure and improve customer satisfaction
- Insights on customer feedback and analytics
Why You Should Listen:
- To understand the importance of customer experience in business success
- Learn from experts about innovative CX strategies
- Stay informed about the latest trends and technologies in CX
Best Episode:
"The Role of Customer Success in Driving Product Adoption" - In this insightful episode, the focus is on the strategies and best practices employed by customer success teams to assist customers in effectively understanding and using products. The guest, Ahaan Pandit, Associate Director of Customer Success at Capillary Tech, shares his expertise on the critical role of seamless onboarding and continuous support in customer success. The discussion delves into methods to ensure customer satisfaction with the product and strategies to boost user adoption.
Links To Listen:
About The Host: Zonka Feedback, a leader in customer feedback and experience management, brings a wealth of knowledge and expertise to the podcast, making it an invaluable resource for professionals and businesses focusing on CX.
11. The Chief Customer Officer Human Duct Tape Show by Jeanne Bliss
The Chief Customer Officer Human Duct Tape Show by Jeanne Bliss offers a unique perspective on the role of customer officers in binding various aspects of the business to create a cohesive customer experience.
What You'll Learn:
- Role and impact of Chief Customer Officers in businesses
- Strategies for building a customer-centric culture
- Real-life examples and case studies on improving customer experience
Why You Should Listen:
- To gain insights into the executive perspective on customer experience
- Learn from the experiences of successful customer-focused leaders
- Get practical advice on building and leading customer-centric teams
Best Episode:
"How to Measure the Extraordinary in an Experience-driven Economy" - In an engaging episode, listeners are treated to a conversation with Dr. Paul Zak, a multifaceted expert who brings his neuroscience background into the realm of customer engagement and employee performance. As a neuroscientist, professor, speaker, author, and cofounder, Dr. Zak shares invaluable insights on how to deepen customer connections and create long-term customer value. He also delves into optimizing employee performance through immersive training methods.
Links To Listen:
About The Host: Jeanne Bliss is a pioneer in customer-centric leadership with vast experience as a Chief Customer Officer. Her insights are invaluable for anyone aspiring to create a significant impact in customer experience.
12. Churn.FM by Andrew Michael
Churn.FM by Andrew Michael is a podcast that tackles one of the most critical issues in SaaS and business: customer churn. It provides strategies, insights, and tips to reduce churn and improve customer retention.
What You'll Learn:
- Techniques and strategies to minimize customer churn
- Insights into customer behavior and retention
- Best practices from industry leaders on maintaining customer loyalty
Why You Should Listen:
- To understand the dynamics of customer churn and its impact on business
- Learn from experts about effective churn reduction strategies
- Enhance customer retention and overall business health
Best Episode:
"Product + Success: The Winning Duo for Customer Success with Tatyana Mamut" - This episode features Tatyana Mamut, a serial entrepreneur with a remarkable background spanning roles at Amazon, Salesforce, Nextdoor, and IDEO. Tatyana imparts her extensive insights on fostering effective collaboration between product management and customer success teams. The discussion explores her approach to creating a unified vision at Amazon, improving CRM strategies at Salesforce, harnessing community feedback at Nextdoor, and integrating design thinking principles from IDEO to align product development with customer objectives.
Links To Listen:
About The Host: Forrester is a well-respected research and advisory firm, and its podcasts feature expert analysts and industry leaders sharing their profound understanding of customer behavior and retention strategies.
13. Gain Grow Retain: B2B SaaS Customer Success by Jeff Breunsbach and Jay Nathan
Gain Grow Retain: B2B SaaS Customer Success, hosted by Jeff Breunsbach and Jay Nathan, is centered on customer success in the B2B SaaS and tech spaces. It offers discussions about growing and scaling subscription businesses with a customer-first approach.
What You'll Learn:
- Strategies for customer success in B2B SaaS companies
- Insights into growing and scaling a subscription-based business
- Real-life examples and advice from leaders in the SaaS industry
Why You Should Listen:
- To get expert advice on customer success strategies specific to B2B SaaS
- Learn about the challenges and solutions in scaling SaaS businesses
- Hear from industry leaders about their experiences and best practices
Best Episode:
"Integrating Your CS Goals with Community" - In a recent episode, Nicole Saunders, Director of Community at Zendesk, joins Jeff to discuss the role of community in adding value to the customer experience, particularly by involving customer success as a key content contributor. The conversation highlights how this approach shifts the focus from a mere transactional interaction to a more relational and learning-oriented customer experience. Nicole explains how aligning the community around scaled ideas fosters synergy and leverages various tools and offerings collaboratively across the company.
Links To Listen:
About The Hosts: Jeff Breunsbach and Jay Nathan are seasoned customer success professionals in the SaaS industry. Their expertise lies in building and nurturing customer-centric cultures in organizations.
14. The Customer Success Channel by Planhat and Anika Zubair
The Customer Success Channel by Planhat and Anika Zubair is designed for customer success professionals. The podcast covers everything from customer success stories to strategies and best practices in the field.
What You'll Learn:
- Effective customer success strategies and techniques
- Insights and stories from customer success experts
- Best practices for enhancing customer relationships and success
Why You Should Listen:
- To deepen your understanding of customer success
- Gain practical tips and insights from experienced professionals
- Stay abreast of the latest trends and practices in customer success
Best Episode:
"The art of scaling Customer Success" - In this episode, Anika Zubair engages in a discussion with Daniel Ennis to delve into the realm of scaled customer success and its vital role in the ever-evolving business landscape. While scaled customer success has been a longstanding practice, its importance has grown even more significant in the current economy. The conversation explores the initial steps to consider when establishing a scaled CS team, addressing the challenge of striking the perfect balance between automated interactions and maintaining authentic human connections with customers.
Links To Listen:
About The Host: Anika Zubair, in collaboration with Planhat, brings a wealth of knowledge in customer success. Anika's expertise helps professionals enhance their customer success strategies effectively.
15. Navigating the Customer Experience by Yanique Grant
Navigating the Customer Experience, hosted by Yanique Grant, focuses on strategies and techniques to create exceptional customer experiences. The podcast features interviews with experts in customer service and experience.
What You'll Learn:
- Techniques for enhancing customer experience
- Strategies for effective customer service
- Tips and insights from customer experience experts
Why You Should Listen:
- To learn how to build better customer relationships
- Gain insights from experts in customer service and experience
- Discover new strategies to improve customer satisfaction
Best Episode:
"Enhancing Customer Experience and Listening Skills" -
In this episode, Yanique Grant interviews Lija Hogan, a principal on the Experience Research Strategy team at UserTesting. Lija shares insights into her journey, her role at UserTesting, and the company's pioneering survey with 2000 adults. The survey findings shed light on the importance of AI for organizations. Lija also discusses the future of technology in 2024 and identifies a critical theme for organizations looking to leverage AI, particularly Chat GPT, for enhancing customer experiences.
Links To Listen:
About The Host: Yanique Grant is a customer experience strategist with extensive knowledge in enhancing customer interactions. She provides valuable insights and practical tips for businesses to elevate their customer experience.
16. Scale Tale - The Customer Success Podcast by ZapScale
Scale Tale - The Customer Success Podcast by ZapScale offers insights into scaling customer success operations. It features discussions on strategies and challenges faced in scaling customer success in various organizations.
What You'll Learn:
- Effective strategies for scaling customer success operations
- Overcoming common challenges in customer success scaling
- Best practices and experiences from customer success leaders
Why You Should Listen:
- To gain insights into effectively scaling customer success teams
- Learn from the experiences of leaders who have successfully scaled customer success operations
- Stay updated with the latest trends and challenges in customer success scaling
Best Episode:
"Customer Success Metrics That Actually Matter" - In this episode, Rick Adams joins as a guest to help shed light on the challenges faced by Customer Success Managers (CSMs) in quantifying their efforts. CSMs often struggle to apply metrics effectively to justify their work. Rick provides valuable insights into various metrics and their practical applications in real-life scenarios. This episode aims to decode the knowledge of applying metrics, offering CSMs a clearer understanding of how to use metrics to measure and demonstrate the impact of their efforts.
Links To Listen:
About The Host: The host from ZapScale brings a unique perspective on customer success, focusing on how to effectively grow and manage customer success teams in rapidly scaling environments.
17. Customer Service Academy by Tony Johnson
Customer Service Academy by Tony Johnson is dedicated to enhancing customer service skills and knowledge. The podcast covers a range of topics from customer service techniques to leadership in customer-facing roles.
What You'll Learn:
- Techniques to improve customer service skills
- Leadership strategies in customer service roles
- Tools and tips for delivering exceptional customer experiences
Why You Should Listen:
- To develop and refine customer service skills
- Learn leadership strategies for customer-facing teams
- Gain insights into providing top-notch customer experiences
Best Episode:
"Customer Experience Trends for 2024" - In this episode, the host delves into the upcoming CX trends for 2024, offering valuable insights for businesses looking to enhance their customer experiences in the new year. The trends emphasized include a renewed focus on people and the core principles of front-line hospitality, such as consistency and trust. Additionally, the importance of analyzing the customer journey to identify and eliminate friction points while prioritizing an omnichannel experience is highlighted.
Links To Listen:
About The Host: Tony Johnson is a customer service expert and speaker with a wealth of experience in training and leading customer service teams. He offers practical advice and insights to enhance customer service delivery.
18. Unchurned by Josh Schachter
Unchurned, hosted by Josh Schachter, is a podcast that dives into the world of customer retention and loyalty. It explores the strategies and techniques used by businesses to reduce churn and increase customer engagement.
What You'll Learn:
- Effective strategies to reduce customer churn
- Techniques for building customer loyalty and retention
- Insights from experts on creating lasting customer relationships
Why You Should Listen:
- To understand the critical aspects of customer retention
- Gain practical tips and strategies for reducing churn
- Learn from the experiences and successes of industry experts
Best Episode:
"The Reality of Career Growth: Everyone Does CS" -
In this episode, the General Manager of EMEA at Quig, Ejieme, takes center stage. In her role, she is at the forefront of leading growth and expansion efforts while also assuming the pivotal position of executive sponsor of the culture committee within the organization. Notably, Ejieme is the visionary founder of "Success in Black," an award-winning platform dedicated to propelling diversity, equity, and inclusion within the customer success domain.
Links To Listen:
About The Host: Josh Schachter is an expert in customer engagement and retention, with a focus on helping businesses understand the importance of customer loyalty. He brings insightful discussions and actionable strategies to his audience.