1 4 CX and Voice of the Customer with guest Donna Martino

In this episode....

we sit down with industry veteran Donna Martino to explore the evolving world of Customer Experience (CX). With a career spanning roles in customer operations, enablement, cybersecurity, and leadership, Donna brings a wealth of insight into how keeping the customer at the center of every decision can shape impactful outcomes across an organization.

We dive into:

• Why Voice of the Customer (VOC) is more than just a buzzword
• How to turn NPS into action (and when it doesn’t work)
• Practical ways non-CX teams can influence customer experience
• The power of cross-functional collaboration and “upward accountability”
• How to find and empower your internal CX advocates

Whether you're in support, success, enablement, or leadership, this conversation will inspire you to reframe how your team connects with and learns from your customers.

About Donna Martino:

Donna Martino is the owner and lead problem solver at Solutions

for Good, where she partners with purpose-driven organizations to tackle

challenges and unlock growth, scalability, and modernization. With over 20

years of experience leading customer-focused transformations, Donna specializes

in aligning customer operations with business objectives, enhancing loyalty,

and streamlining processes through technology and innovation. She is a natural

advocate for customers, always approaching change from their perspective.

Her corporate career includes impactful leadership roles at

Dell and GE, where she advanced customer experience, business transformation,

and process excellence. At Dell Financial Services, Donna led global customer

operations and modernization initiatives, spearheading efforts in customer

experience design, contact center modernization, and process automation to

deliver exceptional service and measurable results.

A dynamic leader and hands-on problem solver, Donna thrives

on creating tailored solutions that empower teams, improve customer outcomes,

and drive lasting impact. Outside of work, she enjoys traveling, practicing

yoga, hiking, volunteering, family time and immersing herself in music and art.

Whether you're just starting your career or a seasoned professional aiming to stay ahead of industry trends, Journey to Success: CX Conversations is your essential resource for everything related to Customer Experience (CX) and Customer Success (CS). Designed for individuals at every stage of their professional journey, our podcast provides a wealth of information and guidance to help you navigate the complexities of the customer-centric business world.

Raymie Corpuel

With 20+ years of diverse experience, Raymie is a recognized leader in Enablement, Customer Success, and Customer Experience. Known for her dedication to improving the customer journey, she's been pivotal in creating customer-focused cultures across different organizations.

Sue Yendell

Sue has over 25 years of professional experience, ranging from database administration to chief of staff roles, with a strong focus on Leadership, Enablement, and Service. Sue decided to become a trained executive coach and give that same gift to others, earning certification through Coach Training EDU, and is nearly ready to submit for International Coaching Federation certification.

1 3 Terms, Acronyms, Roles Oh My!

In this episode....

we dive into the complexities of customer-facing roles, unraveling the distinctions and overlaps between terms like "Customer Care," "Customer Success," and "Client Success." Our hosts discuss how these roles vary across organizations and industries, reflecting on their experiences and observations. They cover how terms may seem interchangeable but often carry nuanced differences in responsibilities and skill requirements, particularly when comparing technical support to relationship-focused roles.

Listeners will gain insight into why roles like Customer Success and Customer Experience can look so different from one company to another. The conversation touches on the challenges of role standardization in customer-facing functions and highlights the impact of organizational structure on customer experience. This episode provides a foundational understanding of the customer-facing landscape, setting the stage for deeper discussions on role definitions and their implications for both customers and employees.

Whether you're just starting your career or a seasoned professional aiming to stay ahead of industry trends, Journey to Success: CX Conversations is your essential resource for everything related to Customer Experience (CX) and Customer Success (CS). Designed for individuals at every stage of their professional journey, our podcast provides a wealth of information and guidance to help you navigate the complexities of the customer-centric business world.

Raymie Corpuel

With 20+ years of diverse experience, Raymie is a recognized leader in Enablement, Customer Success, and Customer Experience. Known for her dedication to improving the customer journey, she's been pivotal in creating customer-focused cultures across different organizations.

Sue Yendell

Sue has over 25 years of professional experience, ranging from database administration to chief of staff roles, with a strong focus on Leadership, Enablement, and Service. Sue decided to become a trained executive coach and give that same gift to others, earning certification through Coach Training EDU, and is nearly ready to submit for International Coaching Federation certification.

1 2 How do you define a Customer?

In this episode....

CUSTOMER

'You keep using that word, I do not think it means what you think it means....' (Thanks Inigo Montoya)

In this episode of Journey to Success: CX Conversations, we dive deep into the nuanced definitions of a "customer." We explore the common yet simplistic understanding of a customer as merely someone who purchases goods or services. Our discussion broadens to include internal customers, emphasizing the importance of recognizing peers, employees, and even leadership as customers who receive value from our work. We also discuss the distinctions between terms like customer, client, and consumer, noting that while they are often used interchangeably, they can have specific connotations depending on the context and industry.

We highlight the significance of mindset in customer experience, particularly in recognizing that everyone we provide a service to is a customer, whether internal or external. This broader understanding impacts how organizations approach customer experience, with smaller businesses often placing more value on each customer due to their scale, while larger corporations might overlook this due to the sheer volume of their customer base. We encourage listeners to rethink their definitions and approach to customer relationships, advocating for a more inclusive and holistic view that enhances collaboration, teamwork, and overall customer satisfaction.

Whether you're just starting your career or a seasoned professional aiming to stay ahead of industry trends, Journey to Success: CX Conversations is your essential resource for everything related to Customer Experience (CX) and Customer Success (CS). Designed for individuals at every stage of their professional journey, our podcast provides a wealth of information and guidance to help you navigate the complexities of the customer-centric business world.

Raymie Corpuel

With 20+ years of diverse experience, Raymie is a recognized leader in Enablement, Customer Success, and Customer Experience. Known for her dedication to improving the customer journey, she's been pivotal in creating customer-focused cultures across different organizations.

Sue Yendell

Sue has over 25 years of professional experience, ranging from database administration to chief of staff roles, with a strong focus on Leadership, Enablement, and Service. Sue decided to become a trained executive coach and give that same gift to others, earning certification through Coach Training EDU, and is nearly ready to submit for International Coaching Federation certification.