Paul and Mike talk about the intersection of Customer Experience and an emerging role called Customer Success.

In this episode, Paul and Mike talk about what it is customer success, why it’s important to businesses, and how it relates back to customer experience. During this discussion, Paul and Mike talk about how these two functions within the organization can work together and learn from each other to help the organization deliver a positive customer experience and build longer, more loyal relationships with their customers (with some key statistics) by ensuring their success when using an organization’s product or service. They also suggest to CX leaders outside of the B2B tech industry to borrow ideas from this new set of practices.



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Each episode includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing.

Your hosts:

  • Michael Manfredo, Principal, Customer Experience
  • Paul Hagen, Senior Principal, Customer Experience
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