Everyone says they care about customer experience but most companies stop at the annual survey.

In this episode, Emma Sopadjieva joins Alyssa Nolte to break down what it really takes to turn customer experience into a revenue-driving strategy. They talk about why CX is a team sport, how to move past vanity metrics, and what happens when sales, legal, finance, and product finally get on the same page. Emma shares how she builds CX strategy teams from the ground up, what most companies get wrong about incentives, and why "fixing the ow" isn’t enough...you also need to bring the wow.

If you’ve ever been tasked with improving customer experience but weren’t given the power (or budget) to do anything meaningful, this one’s for you.

About Emma Sopadjieva:

Emma Sopadjieva leads Customer Experience Strategy at Samsara, the trusted leader in connected operations, where she equips teams with the insights and tools to deliver standout “wow!” moments for customers. With over 20 years of experience in CX strategy and business consulting, Emma has built a career helping some of the world’s largest organizations turn customer feedback into action.

She is a main stage speaker at leading CX conferences, a frequent guest on top-charted podcasts, and her work has been featured in Harvard Business Review, The Washington Post, and Forbes. Prior to Samsara, she led Customer Experience Insights and Operations at ServiceNow, and held leadership roles at Eventbrite and Medallia guiding Fortune 500 companies to elevate their customer experience. Emma began her career in consulting and forensic accounting at Deloitte, working across New York, Madrid, and London.

Key Takeaways:

• Customer experience is everyone’s job – From sales to legal to finance, every team impacts how customers feel.
• Insights without action are just noise – Real CX strategy ties feedback to business metrics and drives measurable change.
• Quick wins build trust, but long-term strategy wins loyalty – Balancing short-term momentum with lasting impact is essential.

Key Moments:

00:00 Introduction and Welcome
00:22 Emma's Hot Take on Customer Experience
00:45 The Role of Sales in Customer Experience
01:26 Company-Wide Impact on Customer Experience
04:13 Financial Metrics and Customer Experience
06:40 Challenges in Customer Experience Strategy
08:18 Building a Customer Experience Strategy Team
08:49 Long-Term vs. Short-Term Customer Experience Goals
12:12 Listening Programs and Customer Journey Mapping
15:34 Actionable Insights and KPIs
23:25 Current Projects and Future Goals
26:49 Empowering Employees for Customer Experience
29:10 Final Thoughts and Contact Information

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Welcome to The Growth Signal, where we’re throwing out the old playbooks, and reimagining the future of customer relationships.

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Customer Success isn’t what it used to be and that’s a good thing.

In this episode of The Growth Signal, host Alyssa Nolte sits down with Chad Horenfeldt to unpack how the best CSMs are evolving their approach. From ditching the “firefighter” mentality to mastering internal politics and asking tougher questions, Chad reveals the mindset shifts and practical habits that separate strategic CS leaders from the rest.

If you’re still leading with adoption metrics and hoping for renewals, you’re already behind. Chad shares how top-performing teams build trust, deliver real business value, and create space for meaningful customer conversations...without relying on decks or feature dumps.

Whether you lead a CS org or you’re rethinking your own role, this episode will make you better.

About Chad Horenfeldt:

Chad is an award-winning customer success leader with 20+ years of experience in the CS field. Chad started his journey as a CSM on the front lines and then moved into building, developing, and leading high-performing customer success teams at high-growth companies. His track record includes playing an integral part as a CS leader in two successful exits: Eloqua (IPO and then acquired by Oracle for $1 billion) and Kustomer (acquired by Meta). Chad is currently the VP of Customer Success at Siena AI and is the author of the soon to be released book, The Strategic Customer Success Manager: A Blueprint for Elevating Your Impact and Advancing Your Career.

Key Takeaways:

• Trust + Value = Impact – Strategic CSMs don’t just drive product adoption - they build trusted relationships and tie their work to real business outcomes.
• Your Internal Influence Matters – Top CSMs know how to navigate internal politics, collaborate cross-functionally, and advocate for customer needs without burning bridges.
• Stop Reporting, Start Advising – Customers don’t need another usage recap. They need strategic guidance delivered through thoughtful questions, honest conversations, and forward-looking planning.

Key Moments:

00:00 Introduction and Welcome
00:35 Hot Take: The Changing Role of CSM
01:19 Strategic vs. Helper CSM
05:14 Skills for Modern CSMs
06:32 Building Internal Relationships
08:23 Leveraging Technology and AI
17:30 Strategic Checkpoints vs. QBRs
20:40 Balancing Short-term and Long-term Goals
22:29 Asking the Right Questions
25:43 The Trust-Value Relationship
29:56 Closing Remarks and Contact Information

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Welcome to The Growth Signal, where we’re throwing out the old playbooks, and reimagining the future of customer relationships.

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When 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 count on.

If you're leading revenue, customer success, or CX strategy, this episode will challenge the way you measure success and show you how to build the kind of trust that pays off long-term.

About Gary Marra:

Gary Marra is a Client Experience Manager and Customer Success Consultant with over 25 years of experience in investment servicing, client relationship management, and process optimization. He specializes in helping organizations build trust, enhance satisfaction, and deliver sustainable growth by placing customers at the center of their strategy.

As the host of the Your Customer, Your Success podcast, Gary cuts through the fluff to deliver practical insights on CX, customer success, and employee experience. His no-nonsense approach blends decades of real-world experience with a deep understanding of cross-functional collaboration, change management, and Voice of Customer strategy.

From Fortune 500s to fast-scaling startups, Gary partners with companies to solve complex service challenges, align internal teams, and build the kind of trust that drives long-term retention and brand loyalty.

Key Moments:

00:00 Introduction and Guest Welcome
00:09 Gary's Origin Story
00:52 Understanding Pension and Asset Management
01:17 The Importance of Client Relationships
02:14 Challenges in Asset Servicing
08:13 Government and Customer Experience
10:50 Gary's Podcast Journey
14:39 The ROI of Customer Experience
15:34 Authenticity in Customer Interactions
17:24 The Importance of Legal and Compliance
20:12 No Surprises Policy
27:03 Managing Metrics and KPIs
29:17 Recognizing Industry Leaders
31:19 Where to Find More Content

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Welcome to The Growth Signal, where we’re throwing out the old playbooks, and reimagining the future of customer relationships.

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Brad Davis joins Alyssa Nolte to call out the gap between customer-first talk and customer-first action. From wearing a panda head at conferences to redefining what success looks like in early-stage startups, Brad shares how bold moves (and humility) can reshape customer relationships. He unpacks how tiered offerings, human KPIs, and free leadership habits drive real growth. This episode is a must-listen for anyone tired of lip service and ready to build companies that actually serve.

About Brad:
Brad Davis is a customer success executive and founder of Success Panda, a one-stop platform for CS professionals. He’s on a mission to mentor, coach, and upskill the next generation of customer success leaders... helping them thrive in a world where experience, not just efficiency, drives growth. With a background in startups and enterprise CS strategy, Brad blends heart, hustle, and humor to challenge the status quo.

Key Takeaways:

1. Being “customer-first” means backing it up with action, not just slogans.
2. The best leaders do the free things well - like appreciation, listening, and humility.
3. The real KPI? Minutes spent with actual customers. Everything else is noise.

Key Moments:

00:00 Introduction and Guest Welcome
00:31 Brad's Unique Branding and Origin Story
01:16 Journey into Customer Success
03:59 Startup Challenges and Successes
10:25 Customer Experience and Company Culture
12:22 The Role of AI and Future Trends
22:20 Success Panda and Leadership Insights
33:35 Conclusion and Contact Information

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Welcome to The Growth Signal, where we’re throwing out the old playbooks, and reimagining the future of customer relationships.

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What if the real threat to your job isn’t AI...it’s apathy?

In this episode of The Growth Signal, Alyssa Nolte sits down with Maria Trysla - two-time SaaS CEO and brand strategy powerhouse - to unpack what it actually takes to grow in the age of automation. From launching mobile data at Sprint to advising today’s fastest-growing startups, Maria shares why curiosity, courage, and critical thinking still matter more than ever.

They explore the difference between slapping "AI" on a slide and building something that lasts, how to define your ideal customer profile without falling into aspirational delusion, and why building brave, smart teams starts with creating space for dissent and backing it up with real thought.

If you're tired of buzzwords and hungry for truth, this one's for you.

About Maria Trysla:

Maria Trysla is a two-time SaaS CEO and growth strategist with over 25 years of experience leading high-impact digital transformations. She specializes in designing and implementing data-driven, AI-enabled strategies that accelerate revenue, scale operations, and drive successful exits. From launching mobile data at Sprint to advising fast-growing tech companies today, Maria helps turn bold visions into measurable outcomes.

Key Takeaways:

1. AI is a tool not a replacement. The real differentiator in the age of automation is intellectual curiosity. Leaders who lean in, ask better questions, and use AI to augment their thinking will outpace those who simply follow the hype.
2. Aspirational ICPs are a trap. Growth starts with ruthless clarity on who you serve best. If your ideal customer profile is “anyone with a budget,” you don’t have one. The magic happens when you get specific, and honest, about your value.
3. Strong teams are built on safety and standards. Psychological safety isn’t about saying whatever you want - it’s about doing the work, thinking critically, and being willing to defend your ideas. That’s how great leaders are made.

Key Moments:

00:00 Introduction and Welcome
00:17 Midwestern Bonding
01:11 Maria's Origin Story
04:11 Career Highlights and Lessons
11:06 The Role of AI in Business
18:02 Driving Business Growth
23:18 Jimmy Buffett's Legacy
27:59 Conclusion and Contact Information

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Welcome to The Growth Signal, where we’re throwing out the old playbooks, and reimagining the future of customer relationships.

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What does success look like—for your customer?

In this episode, Alyssa Nolte sits down with Laura Patterson, co-founder of VisionEdge Marketing and a pioneer in customer-centric growth strategy. Together, they unpack the one question too many companies overlook—and why answering it could be the difference between transactional sales and long-term loyalty.

Laura shares what decades of working with complex B2B organizations have taught her about value, trust, and why most customer experience strategies fail to deliver. If you're tired of vague talk about “putting customers first” and ready for a concrete framework that drives real results, this conversation is for you.

Key Takeaways:

Customer centricity starts with one question: If you don’t know what success looks like for your customer, you can’t deliver real value—no matter how strong your product is.

Touchpoints are moments of truth: Every interaction—down to a billing email or chatbot response—is a chance to deepen trust or damage it.

Don’t assume, ask: The most effective companies don’t just segment customers—they give them agency, ask how they want to work, and build around that.

Key Moments:

00:00 Introduction and Welcome
00:15 Building a Community
01:03 Laura's Origin Story
03:13 Customer-Centric Strategies
04:34 The Importance of Empathy in Business
06:55 Challenges and Shifts in Customer-Centricity
12:16 Creating Stellar Customer Experiences
17:50 The Role of AI in Customer Interaction
23:46 Valuing Customer Feedback
26:06 Influential Leaders in Customer-Centricity
28:23 Conclusion and Contact Information

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Welcome to The Growth Signal, where we’re throwing out the old playbooks, and reimagining the future of customer relationships.

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What if the biggest barrier to adoption isn’t the tech but the humans using it? In this episode, Shannon Gregg joins Alyssa Nolte to break down why so many software implementations fail after the deal is closed. They unpack the generational dynamics at play, the importance of building around actual user behavior, and how to rescue a rollout that’s gone off the rails.

Guest Bio:

Shannon Gregg is a sales productivity expert, Salesforce evangelist, and professor with a PhD focused on CRM adoption. She brings a rare blend of academic insight and hands-on experience, especially in high-stakes environments like Life Sciences M&A. Known for her no-nonsense approach to tech rollouts, Shannon helps companies go beyond implementation to real, lasting adoption—making her a go-to voice for operational leaders navigating post-sale chaos.

Key Takeaways:

• Adoption is about humans, not just tools – True software adoption starts by meeting users where they are, not where you want them to be.
• Demos sell dreams...delivery needs realism – Misalignment between sales promises and post-sale capabilities often sabotages implementation success.
• Rescue work is preventable – Most failed implementations stem from skipping strategic change management, not bad technology.

Key Moments:

00:00 Introduction and Guest Welcome
00:11 Connecting Through Human to Human Summit
01:17 Shannon's Origin Story
02:09 Challenges in Consulting
02:56 Impact of Technology in Life Sciences
04:41 Remote Work and Video Communication
07:31 Adoption of New Tools and Technologies
09:08 Generational Differences in Technology Adoption
11:24 Overcoming Resistance to New Tools
15:14 Importance of Post-Sale Support
19:04 Shannon's Current Projects
22:24 Leadership and Adoption of AI-Enabled CRM
23:26 Conclusion and Contact Information

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Welcome to The Growth Signal, where we’re throwing out the old playbooks, and reimagining the future of customer relationships.

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What if the thing holding your business back isn’t strategy - it’s self-awareness? In this episode, Titus Jordan joins Alyssa to explore the messy middle of personal growth, branding, and building authentic customer relationships. They dive into the danger of shiny object syndrome, the power of daily discipline, and why clarity beats complexity every time. If you’ve ever struggled to align who you are with what you sell, this one’s for you.

About the Guest:+Titus Jordan is a business strategist, leadership coach, and host of a podcast dedicated to unlocking real business growth. With over 25 years of experience in sales, business development, and operations, Titus helps leaders refine strategy, deepen client relationships, and drive sustainable success. His approach blends mindset, discipline, and tactical know-how - making him a trusted voice for entrepreneurs and growth-minded teams alike.

Key Takeaways:

• You can’t build trust externally if you’re not being honest internally—authenticity starts with you.
• Trying to be everything to everyone dilutes your impact—clarity beats complexity.
• Sustainable growth is built on small, repeated choices, not random bursts of activity.

Key Moments:

00:00 Introduction and Welcome
00:18 Guest's Origin Story
01:26 Self-Awareness in Business
03:46 Building Authentic Relationships
05:12 Branding and Focus
09:56 Workshops and Personal Development
13:54 Energy Management and Productivity
19:23 Influential Thought Leaders
23:07 Conclusion and Contact Information

Send us a text

Welcome to The Growth Signal, where we’re throwing out the old playbooks, and reimagining the future of customer relationships.

Connect with Alyssa on LinkedIn

Connect with Amber on LinkedIn

Apply to be a Guest at TheGrowthSignal.com