One CX Podcast: Customer Experience │SaaS │Growth

Interviews with B2B SaaS founders and CX leaders sharing real-world tactics to craft better experiences, stronger relationships, and faster growth.

Latest
November 27, 2025
Don’t collect feedback, create change: 
How Top Hat built a Voice of Customer program
Fahad Saif

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“The call center that built a COO”: What every CX professional can learn | Fahad Saif

November 27, 2025
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.
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“Don’t collect feedback, create change”: How Top Hat built a Voice of Customer program that actually works| Karen Lam

September 4, 2025
Karen brings a unique perspective—a journey from journalism and content creation (managing 700K+ users) to customer experience leadership.
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“AI can’t build trust”: How to scale customer success without losing the human touch | Pascal van Baren

June 21, 2025
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.
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“Talk before they churn”: The proactive relationship management guide for SaaS leaders | Kevin Saliba

August 18, 2025
With nearly 5 years of experience in the customer success space, Kevin brings valuable insights from his journey through various customer-facing roles.
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“Accuracy over speed”: The playbook for building resilient customer support teams | Bruno Cruz

June 21, 2025
With over 8 years of experience transforming customer support operations, Bruno brings a unique perspective that bridges technical expertise and customer experience excellence.
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“Treat customers like your grandma”: The empathy-driven framework redefining customer support | Matt Mongold

September 4, 2025
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.
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“Grow the account, not the score”: Inside the portfolio strategy that powers proactive customer success | Gema Tamames Monzón

June 21, 2025
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.
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“AI won’t replace you, companies that use it will”: The customer-obsessed growth model behind SadaPay’s CX | Rayan Nasir

June 21, 2025
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.
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