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Insights from CX Leaders & Experts
Interviews with B2B SaaS founders and CX leaders sharing real-world tactics to craft better experiences, stronger relationships, and faster growth.
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Don’t collect feedback, create change:
How Top Hat built a Voice of Customer program
Ty Givens
View All The Episodes
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February 17, 2026
Scaling B2B Customer Support: 3 Lessons from 25 Years in CX Operations
We just wrapped an incredible conversation with Ty Givens, Founder of CX Collective, who's spent 25 years building customer experience operations..
Ty Givens
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February 16, 2026
“The call center that built a COO”: What every CX professional can learn | Fahad Saif
How a customer support representative scaled from taking 100 calls daily to leading operations at a global company—and what customer success teams can learn from his systems-driven approach.
Fahad Saif
Season 01
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September 4, 2025
“Don’t collect feedback, create change”: How Top Hat built a Voice of Customer program that actually works| Karen Lam
Karen brings a unique perspective—a journey from journalism and content creation (managing 700K+ users) to customer experience leadership.
Karen Lam
Season 01
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June 21, 2025
“AI can’t build trust”: How to scale customer success without losing the human touch | Pascal van Baren
Pascal brings a unique perspective with 15+ years across 6 different industries. His journey from doing everything under the CS flag at startups to scaling teams offers invaluable insights for CS professionals at every stage.
Pascal van Baren
Season 01
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August 18, 2025
“Talk before they churn”: The proactive relationship management guide for SaaS leaders | Kevin Saliba
With nearly 5 years of experience in the customer success space, Kevin brings valuable insights from his journey through various customer-facing roles.
Kevin Saliba
Season 01
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June 21, 2025
“Accuracy over speed”: The playbook for building resilient customer support teams | Bruno Cruz
With over 8 years of experience transforming customer support operations, Bruno brings a unique perspective that bridges technical expertise and customer experience excellence.
Bruno Cruz
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September 4, 2025
“Treat customers like your grandma”: The empathy-driven framework redefining customer support | Matt Mongold
Matt brings a unique perspective—someone who chose support over sales, not as a stepping stone, but as his destination. After exploring sales leadership roles, he discovered his true calling: transforming support teams from cost centers into revenue drivers.
Matt Mangold
Season 01
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June 21, 2025
“Grow the account, not the score”: Inside the portfolio strategy that powers proactive customer success | Gema Tamames Monzón
Gema brings 9+ years of enterprise-level experience, currently serving as an Enterprise Account Manager at Wix. Her impressive journey spans from Cvent to ON24, Zaptic, and now Wix.
Gema Tamames Monzón
Season 02
June 21, 2025
“AI won’t replace you, companies that use it will”: The customer-obsessed growth model behind SadaPay’s CX | Rayan Nasir
With over 7 years of experience spanning UX design, quality management, and customer experience, Rayan brings exceptional insights from his journey across fintech and digital innovation.
Rayan Nasir
Season 02