CxXchange

🚀 Your Next Step in Elevating Customer Success with AI! 🚀 🎤 Mikayla LaRosa presented her groundbreaking framework for introducing AI into AirTable's CS Program at the NY CS Week Summit—and wow, it’s a game-changer! 🔥 Now, we’re bringing this conversation straight to CxXchange SuccessHour! Mikayla's framework isn’t just theory—it’s a practical guide to: ✅ Identifying where and how to start with AI in your CS program. ✅ Measuring its effectiveness. ✅ Ensuring that change simplifies your workflow, not complicates it. 💡 Join us for an unforgettable CxXchange SuccessHour session today at 7:30 PM to 8:30 PM EST (4:30 PM to 5:30 PM PST). Let’s learn, discuss, and take actionable steps together. ✨ But that’s not all happening at CxXchange! 📚 December 17: Innovative Ways to Use ChatGPT to Empower Your CS Program 🆕 January 20, 2025: Welcome to CxXchange – New Member Orientation Call Whether you're looking to streamline operations, connect with a like-minded community, or explore new ways to grow your CS expertise, we’ve got you covered! 🎉 Why Join CxXchange? Weekly SuccessHour discussions every Tuesday. Monthly Book Club and VoiceVanguard writing workshops. Masterclasses, accelerators, and workshops through StepUpXchange. 24/7 Slack community, YouTube content, and endless resources to fuel your success. 🌐 Everything you need is on our website! Sign up, join our Slack, and immerse yourself in a supportive, innovative community. Check the link in the comments to join! 🎯 Let’s make your CS program stronger, more efficient, and future-ready. See you at the next SuccessHour and in the CxXchange community!

𝑻𝒆𝒍𝒍 𝒎𝒆 𝒂𝒃𝒐𝒖𝒕 𝒂 𝒕𝒊𝒎𝒆 𝒚𝒐𝒖 𝒈𝒐𝒕 𝒄𝒂𝒕𝒇𝒊𝒔𝒉𝒆𝒅... 𝒃𝒚 𝒂 𝒋𝒐𝒃. 🎣 The role sounded like a dream: 👉 “Exciting growth opportunities!” (Translation: You’ll wear 8 hats and sleep is optional.) 👉 “Fast-paced environment!” (Code for: There are no processes, just chaos.) 👉 “Collaborative culture!” (Actually: You’ll spend 50% of your day in pointless meetings.) We’ve all been there. The ugly truth was swept under the rug, and two weeks in, you’re wondering why you left your last job. Monica Trivedi talks about the hiring process and how transparency works - both ways! Here’s the thing: Transparency isn’t just about selling the good stuff—it’s about owning the mess too. No job is all daisies and sunshine, and that’s okay. In fact, when you’re real about the hard parts, you attract people who actually want to tackle them. Here’s how to keep it 100 in your hiring process: 🔍 𝐓𝐞𝐥𝐥 𝐭𝐡𝐞 𝐰𝐡𝐨𝐥𝐞 𝐬𝐭𝐨𝐫𝐲: If your processes are held together by duct tape and optimism, just say so. The right person will see the opportunity to build something great. 💬 𝐁𝐞 𝐮𝐩𝐟𝐫𝐨𝐧𝐭 𝐚𝐛𝐨𝐮𝐭 𝐭𝐡𝐞 𝐜𝐡𝐚𝐥𝐥𝐞𝐧𝐠𝐞𝐬: “We’re scaling fast” often means “We’re still figuring things out.” Give candidates the context so they’re not blindsided on day one. 📚 𝐒𝐤𝐢𝐩 𝐭𝐡𝐞 𝐏𝐑 𝐟𝐥𝐮𝐟𝐟: Share the wins and the struggles—whether it’s clunky tools, tight deadlines, or manual work that needs a fix. 🔗 𝐌𝐚𝐤𝐞 𝐫𝐨𝐨𝐦 𝐟𝐨𝐫 𝐪𝐮𝐞𝐬𝐭𝐢𝐨𝐧𝐬: Let candidates ask about the ugly bits. Transparency goes both ways, and the right questions can lead to great matches. When you’re honest about the good, the bad, and the downright messy, you’re building trust—and that’s how you get team members who want to stick around and help fix the cracks. 💡 What’s your most awkwardly honest hiring moment? Or better yet, when did you wish a company had been more real with you? Drop your stories below—we’ve all got one. 🔔 Want to catch the full video or join in future #SuccessHours with fellow Customer Success professionals? Follow CxXchange and join our LinkedIn and Slack community! Catch the whole video on YouTube - check the comments for all the links! #TransparencyInHiring #UglyTruths #CustomerSuccess #TeamBuilding

🔥 𝐂𝐨𝐧𝐬𝐢𝐝𝐞𝐫 𝐭𝐡𝐢𝐬 𝐲𝐨𝐮𝐫 𝐜𝐚𝐫𝐞𝐞𝐫 𝐫𝐞𝐬𝐞𝐭 𝐛𝐮𝐭𝐭𝐨𝐧. 🔥 The path to standing out in Customer Success starts here. 👉 Tired of sending resumes into the void? 👉 Curious how AI can simplify your life? 👉 Craving clarity and direction for your career? 𝐖𝐞’𝐫𝐞 𝐡𝐞𝐫𝐞 𝐭𝐨 𝐡𝐞𝐥𝐩. 𝐂𝐨𝐦𝐞 𝐣𝐨𝐢𝐧 𝐮𝐬 𝐚𝐭 𝐂𝐱𝐗𝐜𝐡𝐚𝐧𝐠𝐞! 🎯 𝐓𝐎𝐃𝐀𝐘: How to Design a Resume – Stand out in the stack. 🤖 𝐃𝐄𝐂 𝟑: Scrappy Ways to Use AI – Tools and tricks you’ll actually use. 📚 𝐃𝐄𝐂 𝟗: Book Club – Sharpen your skills with a collaborative twist. ✨ Your dream job is out there. Let’s craft a strategy to make it yours. 👋 Check out the link in the comments to RSVP! 🔔 Stay connected. Follow CxXchange and join our Slack and LinkedIn community for the latest updates. #CustomerSuccess #Careers #AI #LevelUp #CxXchange

Upselling your first customer? 💸 🎉 That’s the thrill of success! But here’s the kicker: Wanna see yourself do it again? 👀 Let’s talk about how to make upselling repeatable, scalable, and strategic: 👉 Are you identifying the right opportunities or just taking chances? 👉 Do you have a clear value-add that resonates with your customers? 👉 Is your team enabled with the tools and playbooks to make it seamless? 🔄 Upselling isn’t just luck—it’s about understanding customer needs and delivering consistent value. ✨ What’s happening in the community right now? 📚 Cinthia Silva is reviewing how Customer Success owns post-sales revenue by interviewing CSMs and CS Leaders. What strategies are working? What’s not? Let’s share insights! 📊 Emily Crane asked: "Anyone have experience in capacity planning for Scaled CS? Is a 1:1500 ratio crazy for a pooled CSM team?" The discussion is heating up—how do you balance scale without sacrificing customer experience? Jump in and share your take! 💬 Drop your favorite upselling tip or capacity planning advice below. Let’s learn from each other and grow together! 🚀 🔔 Follow CxXchange here, our LinkedIn Community, and join our Slack for more strategies, discussions, and opportunities to engage with an amazing CS community. #CustomerSuccess #Upselling #RevenueGrowth #CapacityPlanning #CSCommunity

🎓 𝐄𝐝𝐓𝐞𝐜𝐡 𝐢𝐬 𝐡𝐞𝐫𝐞 𝐭𝐨 𝐬𝐭𝐚𝐲! Ready to explore how education and technology create success in #CustomerSuccess? Join us for CxXchange's #SuccessHour #IndustrySeries session on #EdTech, where we’ll dive into: 📚 Where you fit into the EdTech Space 📚 Industry Variables 📚 Understanding ROI in a field that’s all about learning 📚 EdTech trends and challenges in HigherEd This session will feature a fantastic panel of experts to share their knowledge and answer your questions, including: 🎓 Jennifer Albrecht 🎓 Keishla Ceaser-Jones 🎓 Kimberly Renee Knowles 🎓 Esau Sanchez-Diaz 🎓 Niamh O'Hara 💡 Whether you’re in EdTech or EdTech-curious, this session is for YOU! Why attend? 🔍 Learn about the intersection of technology and education 🔍 Share your insights and best practices 🔍 Network with like-minded professionals 🙏 A huge shoutout to our sponsor: RevSetter for supporting the #IndustrySeries! 📆 When: Nov 19 - 4:30pm PT / 7:30pm ET 📍 Where: Online (link in comments) Don’t forget to check out the CxXchange community for more great events: 👉 SuccessHour sessions 👉 Monthly: Book Club meetings 👉 Monthly: VoiceVanguard writing workshops 👉 Masterclasses, Accelerators & Workshops 👉 Community and peer knowledge sharing 🔔 Follow us for updates and check our resources on Slack and YouTube for all the latest recordings and community content. 👉 𝐋𝐞𝐭'𝐬 𝐬𝐡𝐚𝐩𝐞 𝐭𝐡𝐞 𝐟𝐮𝐭𝐮𝐫𝐞 𝐨𝐟 𝐞𝐝𝐮𝐜𝐚𝐭𝐢𝐨𝐧, 𝐭𝐨𝐠𝐞𝐭𝐡𝐞𝐫!

How can a #CSM source advocates for a product when the rules for references are different? 😨 Yep, that's just one of the many insights you'll learn tomorrow during our #SuccessHour #IndustrySeries, presenting #GovTech! Led by these fantastic minds: 🏛 Ty Raia 🏛 Patrick Nottingham, MA 🏛 Gary Rubinstein 🏛 Charlie Page Don't miss our discussion tomorrow at 4:30pm PT | 7:30pm ET! This Industry Series is possible thanks to our sponsor, RevSetter! -- Stay in the loop! ➰ RSVP with the link in the comments Follow our page on LinkedIn CxXchange, join our group, and jump into our community by clicking the link in the comments

Your Support team plays into your customer's experience (and your strategy) as well! Sound obvious? 🤔 Some folk forget about the Support team and the crucial role they play in your customer's journey. Check out this throwback to a previous #SuccessHour session, where Marilyn Lin shared their insight on how to build strategic and responsive support teams! Are you trying to find ways your Customer Success strategy can impact revenue? How about leveraging your Support team to source CSQLs (customer success qualified leads)? Share your thoughts and insights in the comments! 𝐁𝐨𝐧𝐮𝐬: Want to stay up-to-date on #SuccessHour, resources, and engage in even more community discussion with fellow #CustomerSuccess professionals? Follow our LinkedIn, join our group, or just check out the links in the comments to get started!

𝑬𝒍𝒆𝒄𝒕𝒊𝒐𝒏 𝒈𝒐𝒕 𝒚𝒐𝒖 𝒆𝒙𝒉𝒂𝒖𝒔𝒕𝒆𝒅? Look under the hood and focus on the Tech- the 𝑮𝒐𝒗𝑻𝒆𝒄𝒉, that is! In the upcoming #IndustrySeries, learn what it takes to work #CustomerSuccess in GovTech, including: 🏛 Speak the language of your stakeholders 🏛 Regulations to keep in mind 🏛 Budgets, calendars, red tape, and more! This session will be co-facilitated by these brilliant folk: 🏛 Ty Raia 🏛 Patrick Nottingham, MA 🏛 Gary Rubinstein 🏛 Charlie Page Did you make it to our #FinTech series? Fret not, stay tuned to our YouTube and CxXchange resources page to watch what you missed! The #IndustrySeries is possible thanks to our sponsor: RevSetter! Check the comments for resources on how to attend. Don't forget to follow our LinkedIn, join our community, and check out our Slack to stay up-to-date with the CS community!

What's coming up next in the community? Winter is on its way, but we are still BUZZING with activity! 🐝 Check out our calendar below! 👉 ❗ 𝐈𝐧𝐝𝐮𝐬𝐭𝐫𝐲 𝐒𝐞𝐫𝐢𝐞𝐬: 𝐅𝐢𝐧𝐓𝐞𝐜𝐡 ❗ 📌 Learn about the ins, the outs, and the in-betweens of how Customer Success looks like in FinTech! Understand regulations, participate in community discussion, and level up your FinTech CS game! 🕓 𝘛𝘰𝘥𝘢𝘺, 𝘖𝘤𝘵𝘰𝘣𝘦𝘳 22, 2024 @ 4:30𝘱𝘮 𝘗𝘛 / 7:30𝘱𝘮 𝘌𝘛 👉 𝐈𝐧𝐝𝐮𝐬𝐭𝐫𝐲 𝐒𝐞𝐫𝐢𝐞𝐬: 𝐆𝐨𝐯𝐓𝐞𝐜𝐡 📌 Talk Government to me! Learn what it takes to guide these unique accounts to success. Participate in the conversation, and exchange ideas on GovTech! 🕓 𝘖𝘤𝘵𝘰𝘣𝘦𝘳 29, 2024 @ 4:30𝘱𝘮 𝘗𝘛 / 7:30𝘱𝘮 𝘌𝘛 👉 𝐈𝐧𝐝𝐮𝐬𝐭𝐫𝐲 𝐒𝐞𝐫𝐢𝐞𝐬: 𝐇𝐚𝐫𝐝𝐰𝐚𝐫𝐞 + 𝐒𝐨𝐟𝐭𝐰𝐚𝐫𝐞 📌 It's all about the hardware and software CS this time around! Learn the differences between each and chat about how YOU can stand out with Customer Success in this industry! 🕓 𝘕𝘰𝘷𝘦𝘮𝘣𝘦𝘳 5, 2024 @ 4:30𝘱𝘮 𝘗𝘛 / 7:30𝘱𝘮 𝘌𝘛 👉 𝐁𝐨𝐨𝐤 𝐂𝐥𝐮𝐛 📌 Hosted by Maryann Lazzeri and Cinthia Silva, let's dive into the latest of the CxXchange book club! Classic discussions for growth, leveling up, and figuring it out! 🕓 𝘕𝘰𝘷𝘦𝘮𝘣𝘦𝘳 11, 2024 @ 3:30𝘱𝘮 𝘗𝘛 / 6:30𝘱𝘮 𝘌𝘛 👉 𝐈𝐧𝐝𝐮𝐬𝐭𝐫𝐲 𝐒𝐞𝐫𝐢𝐞𝐬: 𝐌𝐚𝐫𝐓𝐞𝐜𝐡 📌 Marketing is it's own beast! What does #CustomerSuccess in Marketing Tech look like? Find out in this #IndustrySeries session! 🕓 𝘕𝘰𝘷𝘦𝘮𝘣𝘦𝘳 12, 2024 4:30𝘱𝘮 𝘗𝘛 / 7:30𝘱𝘮 𝘌𝘛 👉 𝐂𝐱𝐗𝐜𝐡𝐚𝐧𝐠𝐞 𝐎𝐧𝐛𝐨𝐚𝐫𝐝𝐢𝐧𝐠 𝐎𝐫𝐢𝐞𝐧𝐭𝐚𝐭𝐢𝐨𝐧 𝐂𝐚𝐥𝐥 📌 Want to know how to get started in the community? Feeling overwhelmed by ALL the things out there? Join our onboarding call and we'll map it out together! 🕓 𝘕𝘰𝘷𝘦𝘮𝘣𝘦𝘳 18, 2024 4:30𝘱𝘮 𝘗𝘛 / 7:30𝘱𝘮 𝘌𝘛 Find these events and sign up with the links in the comments! Don't forget to follow CxXchange on LinkedIn, join our group here, and check us out on Slack! The #IndustrySeries is possible thanks to our sponsor: RevSetter!

💵 When was the last time you used cash? If you're like me, using cash is a rare event. 🤑 Whether its Venmo, Zelle, automatic payments, paying online, Google/ Apple pay, or an actual credit card, 𝐞𝐯𝐞𝐫𝐲𝐭𝐡𝐢𝐧𝐠 𝐫𝐞𝐥𝐢𝐞𝐬 𝐨𝐧 𝐅𝐢𝐧𝐓𝐞𝐜𝐡. And that's just B2C. 💰 What about B2B FinTech? 🪄 Employees get paid every month, ever wonder about the magic in that? 🪄 How procurement processes your software and other business expenses? 🪄 Or what about how your own expenses get paid? 🪄 How you track your budgets? 🖨️ What about how tech is changing "high finance"? Banking, trades, lines of credit, local banks, international banks... 🖥️ When there's money involved, there's regulations, security, big stakes, and BIG TECH. Quantum computing, AI, Crypto/ Blockchain. Enterprise banks are both the slowest thing on earth and the most cutting edge. How can that be? 🤯 Is your mind blown? Well, then you should come to our CxXchange #SuccessHour #IndustrySeries session on #FinTech! 🙏 Special thanks to Eric Cheng, Linda Lipovetsky, ChFC®, RICP®, CLTC®, Pooja Sachan, Felicia Rella, Randall Rosen & David Madeo contributed to share how market & tech trends, industry variables, and the "small" things that make FinTech unique. 𝑨𝒓𝒆 𝒚𝒐𝒖 𝒊𝒏 𝑭𝒊𝒏𝑻𝒆𝒄𝒉? Come share your insights & best practices! 𝐀𝐫𝐞 𝐲𝐨𝐮 𝐅𝐢𝐧𝐓𝐞𝐜𝐡 𝐜𝐮𝐫𝐢𝐨𝐮𝐬? Come learn about it! 𝐁𝐈𝐆 𝐓𝐡𝐚𝐧𝐤𝐬 𝐆𝐎 𝐓𝐎: 🙏 Our Sponsor: RevSetter 🙏 Our Industry Series lead Cinthia Silva & coordinators - Lyndsey Astorga, Keishla Ceaser-Jones, Tammy C., Iman Edwards, & Muireann McCarthy Coming up at CxXchange #SuccessHour #IndustrySeries 📆 Oct 29 - 4:30pm PT/ 7:30pm ET #GovTech 📆 Nov 5 - 4:30pm PT/ 7:30pm ET #Hardware-𝐒𝐨𝐟𝐭𝐰𝐚𝐫𝐞 📆 Nov 12 - 4:30pm PT/ 7:30pm ET #MarTech 📆 Nov 19 - 4:30pm PT/ 7:30pm ET #EdTech THERE'S SO MUCH HAPPENING AT CxXchange!! 𝐓𝐮𝐞𝐬𝐝𝐚𝐲𝐬 - SuccessHour sessions 𝐌𝐨𝐧𝐭𝐡𝐥𝐲 - Book Club meetings 𝐌𝐨𝐧𝐭𝐡𝐥𝐲 - VoiceVanguard writing workshops StepUpXchange Masterclasses, Accelerators, & Workshops When in doubt, our website has everything you need, including links to our 24-7 𝐒𝐥𝐚𝐜𝐤 𝐜𝐨𝐦𝐦𝐮𝐧𝐢𝐭𝐲, our YouTube page, and all our resources! 🔔 Follow us and stay in the loop! ➿