Conversations on the future of CX, and a bit more

Are you actually customer-centric?

Do you even customer, bro? Listen to the episode here. A lot of us in CX feel like we end up being the champions of the customer in our orgs, or even the heroes. But that's not a good thing, right? We shouldn't be relying on

What's up with our relationship to work?

Is it a good thing that our jobs create so much of our purpose in life, our communities, and our sense of worth? Is work becoming a RELIGION? Listen to the episode In this episode, you can skip out on Berghain because we’ve got tickets to the hottest club

What do you need to know about SaaS?

Are you looking to break into the CX field in SaaS (software as a service) or AI companies? Maybe you're new to the field altogether, or maybe you're trying to enter the tech world from another industry. If so, get ready for a bunch of new

Does CX need thought leaders?

How do you know which thought leaders to listen to? How do you approach sharing your own thought leadership? Can one lead with thoughts if one doesn't have a thought with which to lead? What are thoughts? Listen to the episode In this "-etera" episode, we&

How to transform from Customer Education to Scaled Customer Experience?

How do you move from traditional customer education into a true scaled CX program? Or if you’re setting up scaled CX for the first time, how do you avoid pitfalls? Listen to the episode It's part two of "Dee and Adam go to the CEdMA conference&

Do you need a Scaled CX ecosystem?

How do you decide what goes in your CX ecosystem - help centers, academies, communities, dev docs, service offerings, and more? Listen to the episode Alternate title: Adam and Dee go to a conference and do not get White Castle. In March, Dee and Adam keynoted the CEdMA (Customer Education

Should CSMs do training?

Plenty of CSMs see training customers as a core part of their job. But is it, actually? And if it is, should it be? Listen to the episode It's a common headache in customer success: who should actually train customers? Should the customer success team be doing training,

Is AI eating customer experience?

Let’s talk about CX’s lunch, and whether AI is going to eat it. Listen to the episode AI is everywhere—but will it replace Customer Experience as we know it? In this episode of CXetera, hosts Adam and Dee dive into the hype and reality of AI’s

What's the future of CX?

Is Customer Success dead? Or is it just evolving? In our debut episode of CXetera, hosts Adam and Dee break down the shifting landscape of CX, the scrutiny around Customer Success, and what the modern CX org should look like. We’ll challenge outdated assumptions, introduce a working model for