Before Meta acquired Kustomer in 2022, Chad Horenfeldt, Kustomer’s then Director of Customer Success, saw the need for a revamp of the company’s Voice of Customer program and practices. He went on to design a comprehensive VOC program focusing

You're Doing VOC, but Is It Working?

Jul 21st, 2022 28m 45s

Today on the Nuffsaid podcast we spoke with Sandy Yu, the Global Lead of Oracle Cloud Infrastructure Advisory Boards, about how a Voice of Customer program can provide real value to an organization and prove its effectiveness to the executive t

How to Flex Your Voice of Customer Muscle With Slack VOC Expert

Jul 11th, 2022 29m 22s

Having worked for the last four years in Voice of Customer at large companies (first Lyft and now Slack), it’s safe to say Kevin Vielbaum is a master of his craft. In this Nuffsaid podcast episode, Kevin digs into several interesting topics inc

Build the Product Your Customers Want Using VOC Data

Jun 28th, 2022 28m 23s

With a background in Marketing & Growth at companies like Hubs, Recruitee, and Growth Tribe Academy, Ferdinand Goetzen, now CEO & Co-founder at Reveall, has a natural orientation to use Voice of Customer data to make product decisions. That’s w

The Meeting That Every VOC Program Is Missing

Jun 14th, 2022 39m 11s

Beyond being the most entertaining guest we’ve had on the show, Jeanne Hopkins, CRO at OneScreen.ai & former CMO at Lola.com, convinced us that the Voice of Customer sync she designed is the most impactful meeting a leader can schedule.

Box’s Jeff Justice Williams on Building a VOC Program at Scale

Jun 6th, 2022 33m 24s

Jeff Justice Williams is the Sr. Executive Director of Enterprise Customer Success at Box and has led CS teams at companies like Stack Overflow, WeWork, and Dropbox. In this conversation, Jeff highlights how a Voice of Customer program should o

Actually Closing the Loop With Customers in a VOC Program

May 16th, 2022 29m 18s

Having played critical roles on Voice of Customer teams at companies like VMware, Red Hat, and Citrix, Nick Woerner, current Director of CX at Mineral, joins the Nuffsaid podcast to share wisdom on what it actually takes to close the loop with

The Advanced Voice of Customer Program Blueprint

May 6th, 2022 36m 21s

Here’s VP of Customer Success at ESG, Peter Armaly, to kick off our new podcast series on Voice of the Customer (VOC) programs. Coming from a background with extensive Customer Success experience including having spent more than 5 years as a CS

Digital CS at Mega-Scale: VMware’s Approach

Mar 10th, 2022 25m 44s

VMware’s Meenu Agarwal runs one of the largest books of business in the world. As SVP of Customer Success at a company with a revenue of over $12B, more than 2,000 Customer Success team members around the globe, and 500,000 customers, Meenu und

A Quick-Start Guide to Data-Driven Digital CS

Feb 24th, 2022 30m 44s

Dan Ennis, the Manager of the US Scale Customer Success team at Monday.com, came on the Nuffsaid podcast this week to share how his team uses data in a highly sophisticated way to drive an effective Digitally-Led CS program. In this episode, Da

The 5 Stages of Digital Customer Success Maturity

Feb 16th, 2022 26m 52s

In this episode, Marley Wagner, VP of Marketing & Digital Customer Success at ESG, shares her company’s sophisticated Digital Customer Success maturity framework. Marley walks us through each stage of Digital CS maturity and covers everything f

Tips for Launching a Digital CS Strategy, with Elisabeth Courland

Feb 10th, 2022 25m 15s

For Elisabeth Courland, Digital CSM at Agorapulse, launching a Digitally-Led Customer Success program is about starting with a solid foundation of understanding the customer, then deploying automation. In this episode, Elisabeth shares a trove

The Future of Digital CS? Just Take a Look at Brian LaFaille’s Program

Feb 3rd, 2022 28m 22s

Eight years ago, Brian LaFaille stepped on as Looker’s first Customer Success hire. Since then he’s seen Looker through a $2.6B acquisition by Google and was a crucial member of a team that was tasked with servicing customers at a massive scale

For Gainsight’s Lane Holt, Digital CS Is a Strategy, Not a Segment

Dec 20th, 2021 23m 5s

At the beginning of 2021, Lane Holt, Director of Client Outcomes at Gainsight, was a team of 1 and tasked with building out the company’s digitally-led CS model. Fast forward 12 months and you’ll see that she’s developed a mighty team of 8 to a

Use High-Touch Strategies to Inform Your Digitally-Led Model

Dec 10th, 2021 16m 54s

According to Dickey Singh (CEO & Cofounder of Cast.app), most Digital CS approaches including low- and tech-touch models today aren’t effective. That's why this week he shares how Customer Success teams can take a working high-touch model to in

GitLab’s Jeff Beaumont on How CS Ops Drives Net Retention

Dec 2nd, 2021 30m 52s

GitLab’s Director of Customer Success Operations, Jeff Beaumont, breaks down how CS Ops can be key to increasing Net Retention.

Why Customer Onboarding Should Never Really End

Nov 11th, 2021 20m 15s

Head of Customer Experience at Arrows, Shareil Nariman, knows more about customer onboarding than just about anyone we’ve ever spoken with. In this episode, Shareil explains how to implement continuous onboarding at your company, use your high-

Signs Your CS Team Is Operating Like a Cost Center, Not a Profit Center

Nov 4th, 2021 18m 13s

On today’s show, Beth Yehaskel, a Customer Success Architect at Winning by Design, preps us for end-of-year CFO budgeting and headcount conversations by sharing the difference between a CS org that’s run as a profit center versus a cost center.

How to Break Into CS Ops With Gainsight’s Seth Wylie

Oct 27th, 2021 30m 45s

In this episode, Seth Wylie, Director of CS Ops & Admin Community at Gainsight (who has one of the most thoughtful perspectives on CS Ops in the space) offers up some paths for breaking into CS Ops and the skillsets that are most useful in the

How CS Ops Works at LinkedIn

Oct 14th, 2021 24m 55s

During this episode, Zeina Marcotte describes how LinkedIn's CS Ops team is set up, why her team reports to the centralized global Ops function, and how this structure can actually be a benefit to the Customer Success team.

Why CS Has the Best Opportunity to Hire, Retain, and Promote More Black Leaders

Oct 7th, 2021 9m 5s

This week we break down the opportunity Customer Success has to take action to hire, retain, and promote more Black leaders.

The Core Themes of Customer-Led Growth

Sep 30th, 2021 23m 52s

Today on the ‘nuffsaid podcast we spoke with Dave Jackson, CEO of TheCustomer.Co about his new book, "Customer-Led Growth: A CEO’s Guide to Building a B2B SaaS Company".

Scaling? Here’s How to Get Ahead of a Declining Customer Experience

Sep 23rd, 2021 16m 9s

The customer experience tends to decline as a company grows—but what can Customer Success teams do about it? In this episode, Natalie Fedie, VP of Customer Value at HighRadius, answers this question: she says too many teams look at customer hea

Two Tactics to Level-Up Your VOC Program

Sep 15th, 2021 19m 25s

“I’m not talking about fluffy quotes. You need to capture the literal voice of your customers.” Dana Alvarenga, VP of Customer Experience at SlapFive, offers two tactics to level-up your Voice of Customer Program.