Shows
Your Customer, Your SuccessCX, EX, and Dancing With The Dragon: The Human Side of True Leadership with Kris WautersWhat if Customer Experience and Employee Experience aren’t separate initiatives at all, but direct reflections of leadership behavior?In this return visit to Your Customer, Your Success, Kris Wauters joins Gary Marra to explore the deeper truth behind CX, EX, and leadership through the lens of his new book, The Human Experience: Dancing with the Dragon, Climbing Beyond the Tower.This conversation moves beyond slogans and frameworks and into the real work of leading humans. Kris draws from more than 30 years of leadership experience to explain why customer centricity isn’t a goal you achiev...
2026-02-1158 min
Your Customer, Your SuccessCustomer Success, Automation, and the Cost of Losing the Human Touch with Dannah VaughanIn this episode, Dannah Vaughan joins me for a grounded conversation about customer success, post-sales execution, and the real cost of losing the human touch in an increasingly automated world.We explore why onboarding has improved while support continues to fail customers, how health scores should guide curiosity rather than dictate decisions, and why legacy customers demand real relationships, not automation. We also talk candidly about short CS leadership tenures, layoffs in tech, and the resilience required to keep building when the rules keep changing.This is a practical, human-first look at what actually drives...
2026-01-2154 min
Your Customer, Your SuccessBuilding Growth That Lasts: Alignment, Fractional Leadership, and Customer Success Execution with Chelsey ReynoldsBuilding Growth That Lasts: Alignment, Fractional Leadership, and Customer Success Execution with Chelsey ReynoldsChelsey Reynolds joins Your Customer, Your Success for a practical conversation about what it really takes to build growth that lasts.Drawing on her experience leading sales, marketing, and customer success teams through rapid scale, Chelsey breaks down why growth stalls when teams operate in silos, how fear-based leadership quietly undermines execution, and where sales handoffs most often go wrong. We talk candidly about fractional leadership, setting expectations that survive the sale, capturing why customers actually buy, and why alignment matters mor...
2026-01-1452 min
Your Customer, Your SuccessYCYS Year One Retrospective (Part 2): The Best of CX, Customer Success, and Leadership InterviewsThis episode is Part 2 of the 1-Year Anniversary Retrospective for Your Customer, Your Success.Part 1 focused on the fun, signature segments of the show. This episode highlights the best conversations and lessonsfrom year one — featuring Customer Experience leaders, Customer Success leaders, and leadership experts who shared thoughtful, practical perspectives.It’s a reflective, easy listen designed for the holiday break — and a look ahead to year two.⏱️ What You’ll Hear in This Episode🎧 Best of Customer Experience (CX)Highlights and perspectives from CX leaders on trust, metrics, storytelling, technology, and...
2026-01-0750 min
11 O'Clock Comics Podcast11 O'Clock Comics Episode 1015: Absolute Adventure AnthologyVince and DAP close out the year talking about Benjamin Marra's Disciples (with David Birke and Nicholas McCarthy); Absolute Wonder Woman #15 by Kelly Thompson, Hayden Sherman, and Jordie Bellaire; Ghost Machine's Geiger(catching up on the latest four issues) by Geoff Johns, Eamon Winkle, Eduardo Pansica, Gary Frank, Norm Rapmund, Robert Nugent, and Brad Anderson; Not a Place to Visit by T Edward Bak from Floating World Comics; Cash-O-Ramawith Adventure Time: The Bubbline College Special and kuš! featuring Art Spiegelman, Jessica Snow, Augusto Mora, Christopher Sperandio, Joost Halbertsma, Ofra Amihay, Martalisa Tsai, Julie Fette, and many more. Plus: where, o...
2026-01-012h 24
Your Customer, Your SuccessYCYS Year One Retrospective (Part 1): The Best of Chip Shots & Does It Hold Water!Episode DescriptionThis episode is Part 1 of our 1-Year Anniversary Retrospective for Your Customer, Your Success.Designed as a lighter, holiday-friendly listen, this episode highlights two of the show’s most popular and revealing segments: Chip Shots and Does It Hold Water?While informal by design, these segments consistently delivered some of the most honest, thoughtful, and memorable moments of the past year. This episode is about reflection, clarity, and having a little fun while looking back.⭐ Best of Chip ShotsWe kick off the retrospective with highlights...
2025-12-3140 min
Your Customer, Your SuccessJob Security, AI, and What Job Candidates Need to Understand Now with Justin DixonEpisode 36: Job Security, AI, and What Job Candidates Need to Understand Now with Justin DixonFor years, job seekers were told the same story: big companies are safe, startups are risky, and loyalty will protect you. That story no longer holds up.In this episode of Your Customer, Your Success, I’m joined by Justin Dixon, founder of Hire Tomorrow and host of the Growth Capital Podcast, to talk about what’s really happening in today’s job market. We break down why layoffs at large corporations are happening with little warning, why smaller companies and PE-b...
2025-12-1756 min
The Growth SignalThe Myth of Autonomous AI and the Cost to Humans with Chris HoodAutonomous AI? Not even close. Chris Hood joins Alyssa Nolte to break down why “agentic AI” is more hype than truth and what it really means for teams trying to serve real customers. If you care about rethinking the future of customer relationships, this conversation hits hard and clears the fog.Alyssa and Chris talk about the big claims companies make, why true autonomy isn’t here, and how sloppy AI use can actually push customers away. This is a sharp, practical look at what AI can do right now... and what it absolutely cannot.W...
2025-12-1027 min
Your Customer, Your SuccessCorporate Social Responsibility Today: How CSR Drives Loyalty, Talent, and Trust with Suzanne SmithIn this episode of Your Customer, Your Success, Gary sits down with Suzanne Smith, a nationally recognized voice on social impact and corporate social responsibility (CSR).Suzanne is the founder and CEO of Social Impact Architects, creator of the Social Trendspotter blog, a TEDx speaker, and a professor of social entrepreneurship, CSR, and ethical leadership at UT Austin and Duke. Her world lives at the intersection of government, policy, and business, and she spends her days helping organizations design solutions that balance purpose and performance.Gary and Suzanne breakdown:Why CSR isn’t just a big-compa...
2025-12-1046 min
Your Customer, Your SuccessWhat Kitchens Teach Us About CX: The Power of Mise en PlaceIn this Thanksgiving solo episode, Gary breaks down one of the most fundamental concepts in the culinary world — mise en place (“everything in its place”) — and shows how it offers a powerful operating principle for customer experience, client success, and leadership.Using stories from busy kitchens, real-world onboarding challenges, and decades of experience working with complex institutional clients, Gary explores why:preparation is a key to CX strategyinconsistency comes from lack of readinessteams are overwhelmed because processes are underpreparedcustomers can feel your chaos even if they never see itWhether you’re a CX leader, a foun...
2025-11-2614 min
Your Customer, Your SuccessSocial Media Customer Care: Conversations That Drive CX ROI with Brooke B. SellasSocial Media Customer Care: Conversations That Drive CX ROI — with Brooke B. SellasGuest: Brooke B. Sellas — Founder & CEO of B Squared Media, author of Conversations That Connect, LinkedIn Learning instructor, adjunct lecturer, keynote speaker, and host of the Social Media CX Podcast.Episode SummaryIn this episode, Gary sits down with Brooke B. Sellas to discuss how conversation-led social media customer care drives real CX outcomes—retention, loyalty, and revenue.Brooke explains why most brands are stuck in “content factory mode,” how to shift toward talk-worthy content that evokes emotion, and how social...
2025-11-1951 min
Your Customer, Your SuccessPulling CX Off the Rocks: Fixes, Fundies, and the Future with JP Dumas🎙️ Your Customer, Your Success — Episode 32Pulling CX Off the Rocks: Fixes, Fundies, and the FutureGuest: JP Dumas, CX & Retention Strategist, Founder of CX & Growth Strategies LLC, and Partner at CX on the RocksMost companies don’t lose customers in one big splash...they lose them in many small, inconsistent ones. In this episode of Your Customer, Your Success, Gary Marra sits down with JP Dumas to talk about what’s really broken in customer experience and how to fix it without turning your business upside down.From AI hype vs. human truth ...
2025-11-1247 min
Mornings With Gary Byron PodcastMornings With Gary Byron Podcast 11-4-25:00 GOP Chairman Ben Proto:20 Erik Weir, author of Who's Eating Your Pie? Fed Cuts Interest Rates To Lowest Level In Three Years:40 State Representative Tracy Marra
2025-11-041h 00
Your Customer, Your SuccessThe Human Side of AI in Customer Success: Efficiency, Adoption & the Human Touch with Alon Ahronberg🎙️ Episode 31: The Human Side of AI in Customer Success | Efficiency, Adoption & the Human TouchGuest: Alon Ahronberg, Vice President of Customer Success at AteraIn this episode, Gary Marra talks with Alon Ahronberg about how he is applying artificial intelligence to help reshape Customer Success at Atera. Alon explains why his team treats AI not as a cost-cutting tool but as a way to create time for deeper client work. He outlines a six-pillar framework for applying AI across efficiency, data, adoption, and personalization, and describes the operational and security challenges of building what he calls...
2025-10-2943 min
Your Customer, Your SuccessYOLO Solo III: Managing Relationships by Decoding Behavior, Defusing Conflict, and Leading with ClarityIn this solo episode, Gary shares his insights on Managing Relationships — the mindset and models behind working more effectively with people, especially those who are challenging. Whether you're in Customer Success, leading a team, or navigating cross-functional relationships, understanding human behavior is essential to leading more effectively.Gary walks you through the OCEAN personality model (also known as the Big Five) and compares it to the more widely used DISC framework. Why is DISC so common in corporate training? Why is OCEAN more powerful for long-term leadership success? And how can understanding these traits make you better at read...
2025-10-2238 min
Between Two CairnsDungeon Module D1-2: Descent to the Depths of the EarthYochai, Brad, and Sam are joined by Benjamin Marra to review Dungeon Module D1-2: Descent to the Depths of the Earth by Gary Gygax, in another Gamer Blast From the Past!36:14 Main review1:19:58 Deep DiveSeason 4, Episode 6: Dungeon Module D1-2: Descent to the Depths of the Earth For listener questions, email betweentwocairns@gmail.com or ask on our discord server.Check out our Patreon Tiers for more ways to support the show!Thanks to Bobby McElver for the show's music and bumpers....
2025-10-091h 56
Your Customer, Your SuccessManifesting Better CX: From Cybersecurity to Customer Loyalty with Alison DixonIn this episode of Your Customer, Your Success, host Gary Marra sits down with Alison Dixon, Chief Customer Officer at Portnox, to explore what customer experience looks like in one of the world’s most high-stakes industries — cybersecurity.Alison shares how she built Portnox’s CX organization from the ground up, why time-to-value matters more than ticket counts, and how to keep customers engaged when your product works best in silence. From building health scores that actually mean something to fostering multi-year loyalty, Alison explains how she’s redefining customer experience for a “set it and forget it” world.I...
2025-10-0842 min
Your Customer, Your SuccessAgentic AI, What's Hype and What's Reality: Chris Hood on What It All Really MeansSummaryIn this episode, Gary Marra and Chris Hood delve into the concept of Agentic AI, exploring its definitions, misconceptions, and the reality versus the hype surrounding it. They discuss the importance of prompts in AI functionality, the distinction between agentic AI and automation, and the current state of AI applications. The conversation emphasizes the need for realistic expectations regarding AI's capabilities and the future of technology in this space.TakeawaysAgentic AI is often misunderstood and misrepresented.Claims about agentic AI are often exaggerated.Agentic AI is more about facilitating actions than true...
2025-09-2441 min
Your Customer, Your SuccessCustomer Success Beyond SaaS: Amber Monroe on Healthcare CXSummaryIn this episode of Your Customer, Your Success, Gary Marra sits down with Amber Monroe, Senior Vice President of Customer Experience at Paradigm Senior Services. With two decades of leadership in healthcare, Amber has mastered the art of turning complex systems into meaningful relationships that deliver measurable impact.From revenue cycle management and compliance to building high-performing teams, Amber shares what makes healthcare customer success fundamentally different from SaaS — and why trust may be the most important business driver of all. She also highlights success stories that show how great customer experience can literally keep s...
2025-09-1042 min
Your Customer, Your SuccessCX, EX, and Everybody on the Bus: Driving Real Change in Organizations with Kris WautersCX, EX, and Everybody on the Bus: Driving Real Change in Organizations with Kris WautersWhy real change starts with people, not technology — and how leaders can bring everyone on board.In this episode of Your Customer, Your Success, Gary Marra speaks with Kris Wauters, founder and Managing Director of Gung-Ho Management, about the real drivers of transformation: people, culture, and leadership. With over 30 years of senior leadership experience at global companies and deep expertise in Customer & Employee Experience, Kris shares powerful stories and frameworks for creating lasting change.From “everybody on the bus”...
2025-08-2759 min
Your Customer, Your SuccessTurning Culture into Customer Success: CEO Insights from Matt FeinerSummaryIn this conversation, Matt Feiner, a transformational CEO with over 30 years of experience, shares insights on leadership, corporate culture, and the importance of listening to employees during times of change. He discusses his journey of taking over a company after a long-standing CEO, the challenges of evolving corporate culture, and the significance of hiring for cultural fit. Matt emphasizes the role of a strong culture in enhancing customer experience and the necessity of fostering an environment where healthy debate is encouraged. He also provides valuable advice for new CEOs on navigating culture transformation and the importance...
2025-08-1341 min
Your Customer, Your SuccessCoaching for Success and Reduced Turnover with Francie JainSummaryIn this conversation, Gary Marra speaks with Francie Jain, the founder and CEO of Terrawatt, about the critical role of coaching in organizations. They discuss how Terrawatt operates as a B2B coaching marketplace, emphasizing the importance of psychological safety in fostering employee engagement and reducing turnover. Francie shares insights on the measurable outcomes of coaching programs, the necessity of a culture of learning, and practical starting points for organizations looking to implement coaching. The conversation highlights the interconnectedness of employee experience and customer experience, and the need for consistent client experiences across coaching networks.
2025-07-3041 min
Your Customer, Your SuccessYOLO Solo II: Agentic AI, Savannah Bananas, and Aerated Putting GreensSummaryIn this solo episode of Your Customer, Your Success, Gary Marra discusses various topics, including the misconceptions surrounding agentic AI, the innovative customer experience strategies of the Savannah Bananas, and a unique approach to golf course management. He emphasizes the importance of understanding AI's limitations, the need for engaging customer experiences, and how to turn potential negative situations into positive outcomes.TakeawaysAI is a hot topic, but many projects are overhyped and may fail.The Savannah Bananas provide a unique customer experience that keeps fans engaged.Customer experience should be prioritized over...
2025-07-2328 min
Your Customer, Your SuccessHow Trust Fails When Blame Leads — Escaping the Villain Trap with Chris GillenSummaryIn this conversation, Chris Gillen, CEO of Caller Base AI and author of The Villain Trap, discusses the dynamics of leadership accountability, the impact of blame culture on organizations, and the importance of employee experience in delivering great customer experience. He introduces the concept of the 'Villain Trap,' where leaders often blame others for failures instead of taking accountability. Chris emphasizes the need for leaders to foster a positive work environment and to embrace AI as a tool for enhancement rather than replacement. The discussion also touches on personal growth, the importance of self-reflection, and...
2025-07-0951 minMornings With Gary Byron PodcastMornings With Gary Byron Podcast 7-1-25:00 CT GOP Chairman Ben Proto:20 State Rep Tracy Marra Ranking Member Energy and Technology Committee:40 Linda Szynkowitcz Founder/CEO Fight Voter Fraud
2025-07-011h 01
Your Customer, Your SuccessFixing the Job Search Experience with Bill Kasko: Real Talk from a National Recruiting CEOSummaryIn this conversation, Gary Marra speaks with Bill Kasko, President and CEO of Frontline Source Group, about the current state of the job market, the impact of technology on employment, and effective job search strategies. Bill shares insights on the importance of a strong professional network, the unique People.Process.Service. ™ framework his company employs, and the innovative five-year placement guarantee that sets them apart in the staffing industry. They also discuss the evolving nature of work, including the balance between remote and in-office environments, and the necessity for job seekers to adapt their strategies in a...
2025-06-2555 min
Your Customer, Your SuccessCX and Democratizing Financial Planning: Shruti Joshi’s Triple Win Approach at FacetSummaryIn this conversation, Shruti Joshi, President and COO of Facet Wealth, discusses the transformative approach to financial planning that focuses on accessibility and member-centricity. She highlights the challenges faced by millions of Americans who lack access to quality financial services and explains how Facet Wealth's flat fee model builds trust and encourages meaningful client relationships. The discussion also delves into the importance of customer-centric practices in business, the role of transparency in pricing, and the metrics that matter for success. In this conversation, Shruti and Gary discuss the importance of metrics in customer experience, emphasizing retention...
2025-06-1143 min
The Growth SignalNo Surprises: The Secret to Trust, Retention, and Real CX Impact with Gary MarraWhen your customer doesn’t get their retirement check on time, “oops” doesn’t cut it. In this episode, Gary Marra, a financial services veteran and host of Your Customer, Your Success, joins Alyssa Nolte to unpack what it really takes to build trust in high-stakes, high-compliance industries.They explore why “no surprises” is more than a nice-to-have...it’s a core operating principle that separates trusted advisors from transactional vendors. From the myth of the perfect KPI to the power of early transparency, this conversation goes deep on how to create experiences your customers (and employees) can actually c...
2025-06-0532 min
Your Customer, Your SuccessFrom Imposter Syndrome to Influencer: Rachel Provan’s Leadership Playbook for First-Time ManagersEpisode 19: From Imposter Syndrome to Influencer: Rachel Provan’s Leadership Playbook for First-Time ManagersSUMMARYIn this episode of Your Customer, Your Success, Gary Marra sits down with Rachel Provan, founder of Provan Success and host of The Psychology of Customer Success. Rachel shares her journey from a high-performing individual contributor to an overwhelmed first-time manager—and how she leveraged the power of leadership psychology to transform herself and now coach others.In this conversation, Gary Marra and Rachel Provan delve into the intricacies of customer success and leadership. They discuss the importance of hum...
2025-05-2855 min
Your Customer, Your SuccessThe Psychology Behind Retention: Building Customer Success by Design with Alyssa NolteIn this engaging conversation, Gary Marra is joined by Alyssa Nolte who shares her unique journey from a startup founder to leading TruVue, a customer intelligence platform. She discusses the importance of understanding customer psychology, common mistakes companies make in their approach to customer experience, and the significance of building trust and relationships with customers. Alyssa emphasizes the need for a team-oriented approach to customer relationship management and offers valuable insights into effective leadership and change management. The discussion also touches on her current projects and the lessons learned throughout her career, culminating in practical advice for aspiring podcasters.
2025-05-1335 min
Your Customer, Your SuccessAnalyze First, Map Later: Dave Seaton's Approach to Effective Journey MappingIn this conversation, Gary Marra and Dave Seaton delve into the intricacies of journey mapping, focusing on the Dave’s DARMA method ™. They discuss the importance of understanding customer experiences, common pitfalls in journey mapping, and the steps involved in the DARMA method, and then purposely focus on the FIRST A or the “Analyze” phase. The conversation emphasizes the need for thorough research, stakeholder engagement, and the development of actionable insights to drive meaningful change in customer experience. They discuss real-world examples of how understanding customer journeys can significantly reduce churn and improve onboarding experiences. The dialog...
2025-04-2951 min
Your Customer, Your SuccessYOLO Gary Goes SoloIn this solo episode, Gary Marra reflects on his journey in podcasting, the importance of client experience, and the distinction between transactional and relationship-based business models. He emphasizes the need for businesses to manage relationships effectively, regardless of whether they operate in B2B or B2C spaces. The episode also touches on the implications of AI in customer interactions and the importance of maintaining a human touch in business. In this episode, Gary Marra discusses the controversial hiring policy of AI at Shopify, emphasizing the importance of prioritizing human employees over technology. He also introduces engaging podcast segments...
2025-04-2237 min
Your Customer, Your SuccessFrom Soft Skill to Superpower: Strengthening Your Storytelling Muscle with Andrew CarothersIn this conversation, Andrew Carothers shares his insights on the art of storytelling, emphasizing its importance in business communication with award-winning host Gary Marra. He discusses the role of storytelling in customer experience (CX) and how it can be used to inform and influence audiences. Andrew outlines a structured approach to storytelling, starting with understanding the purpose of communication, building a compelling argument, and effectively structuring the story to create impact. He also provides practical examples, including how to apply these techniques in job interviews and business presentations. Gary digs a little deeper and we hear about the importance...
2025-04-0845 min
Your Customer, Your SuccessOutside the Box, Inside the Experience: How Mark Stern Unlocks CXIn this episode, Gary Marra interviews Mark Stern, founder and CEO of the Custom Box Agency, to discuss how his company optimizes customer journeys through innovative physical box experiences. They dig into the power of packaging experience, the art of standing out in a crowded market, and how thinking outside the box—literally and figuratively—can revolutionize customer engagement. From the psychology behind unboxing to creating immersive brand experiences, Mark shares invaluable insights on transforming passive customers into active brand advocates. Mark explains the importance of defining success for customers, the role of gamification in enhancing engagement, and the tangible...
2025-04-0153 min
Your Customer, Your SuccessBPO Evolution: How OP360 Delivers 5-Star CX GloballySummaryIn this episode of 'Your Customer Your Success', host Gary Marra speaks with Josh Nutter, Vice President of Business Development at OP360. They discuss the mission of OP360 in enhancing customer experience through outsourcing, the challenges faced in the industry, and the importance of training and managing outsourced teams. Josh shares insights on the role of AI in customer service, the metrics used to measure performance, and the significance of communication between sales and operations. The conversation also highlights success stories in outsourcing, the importance of customer feedback, and personal insights from Josh on professional growth...
2025-03-1839 min
Your Customer, Your SuccessManaging Your Customer Journey Right with Stacy ShermanSummaryIn this episode, Gary Marra welcomes Stacy Sherman, a renowned Customer Experience (CX) leader, speaker, and author, to explore how businesses can create impactful customer journeys by aligning CX with business goals. Stacy shares her thoughts on what it means to 'do CX right’, emphasizing the importance of understanding the customer journey, empowering employees, and maintaining consistency across all touchpoints. The discussion also highlights the challenges of breaking down silos within organizations and creating a culture that encourages feedback. Stacy introduces her journey management framework, which focuses on the entire ecosystem of customer interactions, and discusses effecti...
2025-03-1140 min
Your Customer, Your SuccessBridging the Trust Gap with Involvement Culture with Tim McClearyBridging the Trust with Involvement Culture - Tim McCleary, Episode 11In this conversation, Tim McCleary discusses the critical role of company culture and employee engagement in driving organizational success. He introduces the concept of 'involvement culture,' which emphasizes trust, empowerment, and connection among employees. Tim highlights the alarming statistics of employee disengagement and the importance of building high-trust environments to enhance productivity. The discussion also delves into the significance of human connection in customer experiences and the challenges organizations face in navigating change. Tim shares insights on the "7 Stages of Change" and how they relate to...
2025-03-0454 min
Your Customer, Your SuccessArtificial Intelligence Ideology - Moving Past The AI Hype with Chris HoodIn this conversation, Gary Marra and guest Chris Hood delve into the complexities of AI in customer experience. They discuss the hype surrounding AI technologies, the importance of critical thinking, and the need for businesses to prioritize customer needs over technology. They explore the historical context of AI, the risks of blindly following trends, and the gap between expectations and reality in AI capabilities. The discussion also touches on the implications of AI in healthcare and the importance of mindful implementation in business practices.TakeawaysAI is often overhyped, creating unrealistic expectations.Critical thinking is becoming...
2025-02-1839 min
Your Customer, Your SuccessStraight Talk, No Chaser: CX on the Rocks with Sean Albertson🎙 Guest: Sean Albertson – CX Consultant & Strategist, Keynote Speaker, and AuthorIn this conversation, Sean Albertson, Founder and CEO of CX4Rocks Consulting, Speaker, and Author, discusses the evolving landscape of customer experience (CX) and the challenges organizations face today. He emphasizes the growing expectations of customers, the decentralization of CX roles, and the importance of integrating technology effectively. Sean discusses the concept of combining personalization and customization to enhance customer service. He also shares insights on the future of contact centers with AI, the value of diverse experiences in career development, and lessons learned from past failures. In the...
2025-02-1136 min
Enjoy Your Piping! With Gary WestEpisode 88 - Focus on Duncan Nicholson, Part 1Send us a textGary catches up with one of the great players of the pipe band and folk scene, Duncan Nicholson, who shares with us his music and memories. We chatted for so long, look out for Part 2 next week!PlaylistDuncan Nicholson with He Ho Hi Rum, The Wee man who went to Stornoway, Duncan Nicholson – Private RecordingTrain Journey North with Skyeman's Jig, Skyelark Ascension, Alex MacDonald and Echoes of Oban from First TracksDuncan Nich...
2025-02-0554 min
Your Customer, Your SuccessCultivating a Customer Experience (CX) Movement with Katie StablerShow Notes – Episode 8 of Your Customer, Your Success with Katie StablerEpisode Title: Cultivating a CX Movement with Katie StablerHost: Gary MarraGuest: Katie Stabler, Founder of Cultivate Customer Experience by DesignIn this episode of Your Customer, Your Success, Gary Marra sits down with Katie Stabler, a passionate CX consultant, speaker, and author, to explore the power of customer experience and the principles behind building meaningful customer-driven relationships. Katie shares her unique journey from the non-profit sector to leading CX initiatives, emphasizing the importance of empathy, trust, and effective co...
2025-02-0441 min
Your Customer, Your SuccessNew Year, New Success - Kristi Faltorusso on Customer Success StrategyE7: New Year, New Success: Kristi Faltorusso on Customer Success StrategyIn this episode of Your Customer, Your Success, host Gary Marra sits down with Kristi Faltorusso, Chief Customer Officer at ClientSuccess and a Top 25 thought leader in the customer success industry. With over 13 years of experience, Kristi has built and transformed world-class customer success teams. She shares her expert insights into the evolving role of CS, the recent challenges in the industry, and thoughts on moving forward. From leveraging AI and data to designing scalable strategies, Kristi explains how organizations can position themselves for...
2025-01-2136 min
Your Customer, Your SuccessTurn Up the Volume -The Power of Podcasting to Build Lasting Connections with Simona CostantiniIn this episode of Your Customer, Your Success, I’m joined by the dynamic Simona Costantini, founder and CEO of Volt Productions and host of the podcasts Happiness Happens and As It Relates to Podcasting. Simona shares her incredible journey from corporate marketing to launching her own podcast production agency and building a thriving business rooted in empathy, connection, and authenticity. Simona shares her insights on the importance of values in communication, building relationships, and the role of leadership in fostering a positive environment. The discussion also touches on the balance between listener feedback and creative direction, as well...
2025-01-1444 min
Your Customer, Your SuccessElevating Your Brand: Harnessing the Power of Thought Leadership with Kelly SchuknechtThought Leadership and Personal Branding with Kelly SchuknechtEpisode SummaryIn this episode of Your Customer, Your Success, host Gary Marra chats with Kelly Schuknecht, Chief Elevation Officer of Two Mile High Marketing and host of the Beyond the Bestseller podcast. They explore the intersection of thought leadership, personal branding, and career success. Kelly shares actionable strategies to help listeners elevate their professional presence, attract ideal audiences, and overcome the challenges of getting started.Episode Timeline00:32 Meet Kelly SchuknechtKelly shares her professional background and journey to starting her marketing agency...
2025-01-0736 min
Your Customer, Your SuccessStrategies for Leadership and Wellbeing: Balance, Reinvention, and Authenticity with Caroline BairdWelcome back to Your Customer, Your Success, where we dive into customer experience, success management, leadership, and employee engagement. In this episode, Gary Marra sits down with the inspiring Caroline Baird, an HR Executive and Consultant, a Reinvention Coach, Event Speaker, and host of the Today's Balance Leader podcast.With over 30 years of experience, including a decade as the Director of Human Resources at PetSmart, Caroline shares her insights into leading with authenticity, navigating change, and empowering employees to thrive. Her career journey is a testament to the power of adaptability and reinvention, making this episode a must-l...
2024-12-3034 min
Assa MarraEpisode 9: Darren BlanksNext on Assa Marra: Darren Joseph Blanks, a visually impaired Army veteran from Egremont, tells his incredible story of running over 850 miles from Land’s End to John O’Groats. As the first registered blind person to complete this iconic challenge, Darren smashed out a marathon a day for 28 days, raising over £18,000 for the Visually Impaired Veterans Ski Club.Joining Darren is none other than Cumbrian hero Gary McKee, who was moved to run alongside him during Darren’s final days in Scotland. Their friendship and determination are what proper Cumbrian grit is all about.D...
2024-12-2644 min
Your Customer, Your SuccessBreaking Barriers to Wealth: Samanda Morales on Mindset and PlanningWelcome to Episode 3 of Your Customer, Your SuccessIn this episode, we explore the intersection of financial planning, customer focus, and personal empowerment with special guest Samanda Morales. Samanda is the founder and owner of WellFin 360, an independent, fee-only financial planning and investment advisory firm. With over 20 years of experience in financial services, she’s passionate about helping first-time wealth builders and small business owners establish a solid financial foundation.Samanda shares her personal journey from limited financial resources to becoming a financial coach and planner, emphasizing the need for financial literacy, especially for early care...
2024-12-2333 minAssa MarraEpisode 5: Gary McKeeIn this episode, we’re diving into tales from the cycle track, fables from the fells, and a few daft adventures along the way. Inspired by my Gobsmacked! Resurgam episode, this instalment celebrates Gary McKee, Cleator Moor’s very own “Marathon Man”, whose legendary feat of running 365 marathons in a year has left an indelible mark on West Cumbria and beyond.Gary’s story is nothing short of remarkable. From grafting on the cycle track to completing the London Marathon—fuelled by 10 pints and a curry, no less—his journey is full of resilience, humour, and that uniquely...
2024-12-2246 minAssa MarraEpisode 2: Gary Graham and Gary McKeeWelcome to Episode 2 of Assa Marra, where we’re celebrating two proper West Cumbrian legends—Gary McKee, the ‘Marathon Man’ from Cleator Moor who ran 365 marathons in a year, and Gary Graham, better known as Gary Mankini, originally from Whitehaven.Gary McKee’s graft and determination have inspired folk round here, while Gary Mankini brings a bit of craic and daftness with his antics, including his now-famous mankini. He’s the sort of bloke who can mek anyone smile and always has time for his marras.These two couldn’t be more different, but they’re bo...
2024-12-1943 minAssa MarraEpisode 1: Gary McKeeWelcome to the first episode of Assa Marra, coming to you from Cleator Moor High Street—a place full of graft, grit, and good yammer. It’s the perfect spot to kick things off, as it’s where my husband, John, and his childhood marra, Gary McKee, grew up on Eheb Road. Gary’s a proper legend round there—our very own ‘Marathon Man’ who ran 365 marathons in a year. A feat like that takes more than just legs; it takes Cumbrian spirit, heart as big as a house, and a bit of daftness too. He’s been a massive part of our stor...
2024-12-1745 min
Your Customer, Your SuccessCreating Trust and Loyalty in the Nonprofit Sector with Natasha EvansIn this episode, Gary Marra speaks with Natasha Evans, a supporter experience lead, about the unique aspects of customer experience in the charity sector. Natasha shares her journey from retail to charity work, emphasizing the importance of creating memorable experiences for donors. They discuss the challenges of building loyalty, the significance of buy-in for CX programs, and the role of technology in enhancing supporter experiences. Natasha also highlights the importance of relationship building and shares valuable advice for success in the field.Key Takeaways:Customer experience in charities is about building trust and satisfaction.Loyalty in...
2024-12-1629 min
Your Customer, Your SuccessRetention, ROI, and Puffy Shirts: The Real Value of Customer Experience with Rick DentonEpisode Summary:In this exciting inaugural episode of Your Customer, Your Success, host Gary Marra welcomes Rick Denton, host of CX Passport and CX Passport Live, and managing principal of EX4CX. Together, they dive into the currently in flux world of customer experience (CX) with a thought-provoking discussion about live podcasting, the evolution of CX in business, and actionable strategies for creating impactful customer experiences. Rick shares his "listen and act" methodology and reflects on key lessons learned from his work experiences, consulting engagements, and podcasting discussions.The conversation explores:The future of CX...
2024-12-0942 minYour Customer, Your SuccessYour Customer, Your Success TrailerPlease join us on "Your Customer, Your Success", the Marra CX Hub podcast where host Gary Marra brings you insights from leading innovators excelling in customer experience, customer success, and beyond. Each episode features candid conversations with experts who share their journeys, strategies, and the key mindsets driving their success. With a special focus on creating exceptional customer experiences, this podcast is designed for business leaders, solopreneurs, and anyone striving for excellence. Tune in for actionable advice, inspiration, and a bit of fun as you elevate your approach to customer-centric success.
2024-12-0403 min
CX PassportThe one where offboarding matters - Gary Marra CX #OpenToWork E190What's on your mind? Let CX Passport know...🎤🎞️This month’s CX #OpenToWork seeker in “The one where offboarding matters” with Gary Marra in CX Passport Episode 190🎧 What’s in the episode?...CHAPTERS0:00 Gary Marra's background in financial services1:19 Importance of customer experience in Gary's career3:12 High-profile client relationships and business impact6:12 Client retention and significance of offboarding10:12 Employee experience's effect on customer experience14:12 Onboarding large clients: best practices15:52 Gary's travel dreams and personal interests22:12 Employee experience's direct...
2024-11-1234 min
Unsung PodcastAfter the Storm (DRCC Compilation) - 341In this episode we dive into a lesser-known compilation from Dundee, 1996, titled 'After the Storm', which was created to raise funds for 18U. We explore the tracks, uncovering a mix of genres from 80s power ballads to 90s dance and country influences. There's a lot of colourful and, shall we say, sometimes questionable, musical efforts showcased in this CD, and as ever we humorously navigate the ups and downs of their listening experience. Highlights include oddities like George McFarlane's rap experiment and a cheerful dance track by Bliss. They wrap up with an existential crisis triggered by Real Gone...
2024-11-111h 26
THE AWESOME COMICS PODCASTEpisode 462 - What the Hell is a Ghost Machine?Ghost Machine has arrived! The new comics imprint from Image Comics and an epic line up of comic creators launched in April, and ACP take a look at the exciting launch titles and discuss them and the bright future for this new universe. Friend of the show Zak Cahill (No Second Chance) joins the gang to chat about the books, his own work and together everyone has a lot of laughs and talk about lots of great comics you should be checking out!
Great stuff to check out this week - Zak Cahill, No Second Chance, Positron, G...
2024-05-062h 12
Mad DungeonSQ 304 Mystic Punks RPG w/ Anthony Meloro and Jay DomingoThis week we talk with Anthony Meloro and Jay Domingo about their kickstarter for the Mystic Punks TTRPG, OUT TODAY exclusively through Exalted Funeral. https://www.kickstarter.com/projects/exaltedfuneral/mystic-punks-table-top-roleplaying-gameWe talk about all the fun things that come with the Mystic Punks Tabletop Roleplaying Game Kickstarter:All the rad art, including some from our very own Tiger Wizard.Weird Wanderings Vol. 1 - Mystic Punk adventures written by our own Dragon Warrior Steve Albertson and our pals Levi Combs (Planet X Games) & John “Hamb...
2024-03-2044 min
Grow Your Business and Grow Your WealthEpisode 181: David Marra🌟 Are you ready to transform your investment strategies with technology? 🚀David Marra discusses the impact of technology on investment management. He emphasizes using AI and machine learning to enhance financial strategies and the importance of risk management in investment, especially for retirement planning. Marra highlights how technology aids in building diversified portfolios for stable retirement income and explores the broader role of AI in business productivity and the global economy.🤖 AI & Machine Learning: Revolutionizing investment strategies.⚖️ Risk Management: Essential for retirement portfolios.💹 Diversified Portfolios: Using technology for stable retirement income.🏢 AI in Busine...
2024-02-0730 min
Grow Your Business and Grow Your WealthDavid Marra🌟 Are you ready to transform your investment strategies with technology? 🚀David Marra discusses the impact of technology on investment management. He emphasizes using AI and machine learning to enhance financial strategies and the importance of risk management in investment, especially for retirement planning. Marra highlights how technology aids in building diversified portfolios for stable retirement income and explores the broader role of AI in business productivity and the global economy.🤖 AI & Machine Learning: Revolutionizing investment strategies.⚖️ Risk Management: Essential for retirement portfolios.💹 Diversified Portfolios: Using technology for stable retirement income.🏢 AI in Busine...
2024-02-0730 minEnjoy Your Piping! With Gary WestEpisode 17 - It's All Happening in AugustSend us a textGary looks ahead to a range of live events across the central belt of Scotland as we reach the sharp end of the piping season with Piping Live in Glasgow and the Fringe in Edinburgh. There's new music from Mark Saul, and timeless tunes from Angus MacColl, Gordon Duncan, Gordon Mooney, and Polkemmet Grorud Pipe Band. And Westie's Wildcard returns with an imaginary trip to the Yukon in the company of the Lochee Bard himself, the late Michael Marra.Support the showTracksMark Saul w...
2023-08-091h 09
SpaceTime with Stuart GaryMercury’s Surface is Changing RapidlySpaceTime Series 25 Episode 105*Mercury’s surface is changing rapidlyA new study has found that the surface of the planet Mercury is changing rapidly.*Why it never pays to bet against Albert EinsteinA new study once again proves Einstein was right -- We can absolutely rule out Newton’s law of gravity.*Missing carbon monoxide mysteryA new study suggests missing amounts of carbon monoxide – a key component found in protoplanetary disks – is hiding inside ice formations within planetary nurseries.*China launches another seven Earth-observation satelliteBeijing has launched another seven spy sate...
2022-10-0530 min
Glory Days Of GoldEpisode 5 - Glory Days of Gold (The Minging Kettle with special guest Div Muir)Welcome to the fifth episode of your new favourite podcast - Glory Days of Gold. This episode is brought to you in partnership with the East Fife Supporters Club.
Recorded across two continents, Glory Days of Gold brings you a regular dose of East Fife FC and Scottish football chat, with a splattering of interesting interviews and fun segments thrown in along the way.
And for the first time, there's more people on the show from the other side of the Atlantic than in Scotland as we bring you our latest in-depth interview with a...
2020-07-052h 58
Not Yet - BandLong Cool Woman in a Black Dress(For best sound always use headphones.)
Band:
Gary Marra - Vocals
Steve Trojanczyk - Keyboard/guitar
Dick Frankenberger - Lead Guitar
Dave Rouse - Bass
David Weinberg - Drums
2019-02-0802 min
Not Yet - BandFeeling Allright(For best sound always use headphones.)
Band:
Gary Marra - Vocals
Steve Trojanczyk - Keyboard/guitar
Dick Frankenberger - Lead Guitar
Dave Rouse - Bass
David Weinberg - Drums
2018-05-2305 min
Not Yet - BandGet Back(For best sound always use headphones.)
Band:
Gary Marra - Vocals
Steve Trojanczyk - Lead guitar
Dick Frankenberger - Guitar
Dave Rouse - Bass
David Weinberg - Drums
2017-08-2003 min
11 O'Clock Comics Podcast11 O'Clock Comics Episode 488The incredible Ed Piskor rolls up with the real talk on Rob Liefeld, Chap Yeap, X-Men: Grand Designs, Gary Groth and Fantagraphics, Jack Kirby, Joe Kubert, Herb Trimpe, Josh Bayer, Macedonia, Jim Lee, Rick Veitch, Steve Bissette, John Totleben, Harvey Pekar, Wizard, Dan Clowes, Chris Ware, Hip Hop Family Tree, Herge, Wizzywig, Jim Shooter, Ben Marra, Jim Rugg, Tom Scioli, Get LAMP, Image +, Larry Hama, Chris Claremont, (Brief) Image-O-Rama: Spy Seal #1 by Rich Tommaso and Paklis by Dustin Weaver, plus a whole mess more!
2017-08-103h 41
11 O'Clock Comics Podcast11 O'Clock Comics Episode 468The great Ben Marra joins us to talk up All Time Comics and Crime Destroyer, Josh Bayer, Dan Nadel and PictureBox, R. Crumb, Space Beaver and Darick Robertson, Bucky O'Hare, Larry Hama, Gangsta Rap Posse, Night Business, NFL Superpro, Strange Tales, Michel Fiffe, Dungeons and Dragons, Terror Assaulter: O.M.W.O.T., Batman: The Cult and Bernie Wrightson, Michael Deforge, Rob Liefeld, The Comics Journal, Gary Panter, David Mazzucchelli, Born Again, American Blood, Savage Sword of Kull Volume 1 from Dark Horse, American Gods, the Thor: Ragnarok trailer, and a whole mess more!
2017-04-142h 25
Podcast | Big Planet ComicsPodcast #173
We talk about Locke & Key taking another run at television!
Plus, we review all these books:
Adventures Of Supergirl #1 – Sterling Gates, Bengal
Heavy Metal #280 – Grant Morrison, Ben Marra, Anna Kornum, Ryan Ferrier, Hugo Petrus, Aladin Saad, Enki Bilal, Massimiliano Frezzato, Michael Moreci, Kyle Charles, Erika Lewis, J.K. Woodward, Eric M. Esquivel, Gary Becks, Emilio Balcarce, Gaston Vivanco, Mozchops
The Nameless City 1 – Faith Erin Hicks
Satellite Falling #1 – Steve Horton, Stephen Thompson, Lisa Jackson
Thanks to A-ROM for this week’s questions!
Got a question you want us to...
2016-05-1900 min
The Buttnaked Soulful House SessionsMarch 27th 2016 - Iain Willis pres The Buttnaked Soulful House SessionsHi Guys, Welcome along to the Buttnaked Soulful House Sessions, This week’s show is absolutely jam packed with stunning vocal tracks and I have to say an absolute belter of a back of the box track to end with. Listening to the show you may notice me mention that I have decided to do the show ‘Live’ again and you can listen in and get involved in the chatroom with me and like-minded people with the same great taste as yourself, as it’s not a regular time slot I shall post at least 24 HOURS BEFORE on Facebook & Twitter so u guy...
2016-03-271h 58
CUE with KrusaCUE 27.06.2014CUE 27.06.2014 tracklist:
1. Lissat & Voltaxx - Ain't Nobody (Original Mix)
2. Andrew Rai - This is Love feat. Marina Litvinova (Sanya Shelest Dub Mix)
3. Federico Scavo, Crazibiza - Colegiala (Original Mix)
4. Syn Cole - Bright Lights
5. Dr. Kucho!, Trendmonster - Dragoste (Original Mix)
6. Ten Walls - Requiem (Original Mix)
7. Time Square, Xavier Rudd - Follow The Sun (XOXO Aka Daniele Petronelli & Worp Mix)
8. Steve McKelly - Disco Inferno 2014 (Stefano Mattara Mix)
9. DJ Dan - Conjunction Funktion (Original Mix)
10. Oliver Heldens & Becky Hill - Gecko (Overdrive) [Matrix & Futurebound Remix]
11. Matrix & Futurebound feat Tanya Lacey - Don't Look Back
12. Khetama, Marra Kesh - Sunshine...
2014-06-271h 49
2014-01-131h 12
11 O'Clock Comics Podcast11 O'Clock Comics Episode 200Two hundred down and a lot more to come! This week, we cram a whole lot into our bicentennial episode, including Criminal: Last of the Innocent and Fatale by Brubaker and Phillips, Dennis Hopeless and Kevin Mellon's Lovestruck from Image, American Barbarian by Tom Scioli from AdHouse, the Gary Friedrich Marvel fallout, The Mask from John Arcudi and Doug Mahnke from Dark Horse, John Severin, Skinner: Every Man Is My Enemy from Gingko Press, Critical Hit, and ZeroFriends, Jonathan Ross and Tommy Lee Edwards' Turf from Image, Smoke Gignal #1 (Ben Marra, Michael DeForge, Bill Griffiths, Harvey Pekar, Tony Millionaire...
2012-02-162h 21
Too Much Information with Benjamen Walker | WFMUToo Much Internet (TMI SXSW special) from Mar 21, 2011
Paul Ford - "WWIC"
your host - "SXSWi"
Annalee Newitz - "What can Science Fiction tell us about Social Media?"
Greg Marra - "Twitter Bots"
Brian Cuban - "Viral Hate Speech"
your host+ Matt Di Paola, Pawan Deshpande, Gary Kim, Evan Jones, Jonty Kelt, and Tricia Han - "Brands, Coupons and the Future of Media"
Tricia Wang - "the next 300 million"
"Chris" - "Operation Persona"
https://www.wfmu.org/playlists/shows/39639
2011-03-2453 min