CX Signals
Claim This Podcastby Samantha Murray & Courtney Sembler
Podcast Overview
<p>CX Signals brings together the most influential voices in Customer Experience to share what’s working, what’s changing, and what’s next in digital CX. Co-<b>hosted by Samantha Murray and Courtney Sembler,</b> we create a space for honest conversations about what it really takes to lead CX functions in today's B2B SaaS landscape—beyond the polished LinkedIn posts and conference stages.</p>
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Publishing Since
1/27/2026
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Recent Episodes
May 20, 2026
How Rewst Uses AI to Raise the Bar on Course Quality with Clea Mahoney
<p>What does it actually take to build an AI workflow that holds the bar on quality? Not the theory — the real thing, with all the context window limitations, mid-project pivots, and "why are you failing me, Claude?" moments.</p><p></p><p><b>Clea Mahoney</b> is a L<b>earning Experience Design Manager at Rewst</b>, a workflow automation platform for managed service providers, and the CE challenge there is one of the most complex I’ve come across. Every single customer is building something different, which means there's no standard, no one-size-fits-all. She has to figure that out fresh every time.</p><p></p><p>What makes this conversation so good is that Clea isn't talking about AI in theory. She walks us through the actual workflow she's built inside Claude to audit, update, and maintain her course library — from the Notion drafts to the instructional design rubric she trained Claude on, to the multi-chat structure she uses to keep context windows from getting overwhelmed. It’s specific, it’s practical, and it’s the most honest account you'll hear of what it actually takes to build an AI workflow that holds the bar on quality.</p><p></p><p><b>In this episode, we get into:</b></p><ul><li>The course audit lifecycle she built — and how it's still evolving</li><li>Why breaking work into focused, separate chats is the key to quality output</li><li>How human expertise remains non-negotiable in the review process</li><li>What it feels like to manage a "team" of AI agents instead of humans</li></ul><p></p><p>Oh, and baby Willow made a cameo. That's just how we do things here.</p><p></p><p>Find Clea on LinkedIn to keep the conversation going: <a rel="noopener noreferrer nofollow" href="https://www.linkedin.com/in/cleamahoney/" target="_blank">https://www.linkedin.com/in/cleamahoney/</a> </p><p>Connect with Samantha on LinkedIn:</p><p><a rel="noopener noreferrer nofollow" href="https://www.linkedin.com/in/samantha-murray613/" target="_blank">https://www.linkedin.com/in/samantha-murray613/</a> </p><p></p><p><b>Chapters:</b></p><p>00:00 Introduction</p><p>03:44 Clea's Journey in Customer Education</p><p>06:34 Understanding Roost and Its Challenges</p><p>08:50 Adapting to Team Changes and AI Integration</p><p>11:04 Transitioning to Claude AI for Workflow Design</p><p>13:40 Developing Effective Curriculum with AI</p><p>18:47 Iterating on Course Design and Content Creation</p><p>21:59 Incorporating Feedback for Quality Content</p><p>24:38 Adapting Terminology for User Understanding</p><p>26:49 Breaking Down Complex Processes</p><p>30:41 Automating Course Updates and Maintenance</p><p>35:48 The Role of Human Expertise in AI</p><p>37:53 Managing AI Agents as Team Members</p><p>41:37 Continuous Optimization in Learning Design</p>
May 5, 2026
Building for the Agentic Learner With Talya Reynolds
<p>In this episode of CX Signals, Samantha sits down with Talya Reynolds, former Manager of Customer Education, AI & Automations at Pendo, to explore what it looks like to build customer education infrastructure for a world where the learner is no longer always human — and why the people who understand how to design for learning are about to become the most important people in the room.</p><p></p><p>Talya stumbled into customer education the way most of us do — sideways, and completely by accident. A master's in conflict resolution, early instructional design work, a CS role at a boot-stage startup — none of it was planned. By the time she landed at Pendo, her north star for years, her conviction was clear: customer education's biggest problem wasn't content — it was that the field had never learned to define the business problem it was actually solving.</p><p></p><p>What makes Talya's perspective so sharp is how far ahead of the curve she was building. At Pendo, she owned "Pendo on Pendo" — their own in-product learning experience — which gave her a rare opportunity to architect a fully orchestrated learning motion using the very tool she was educating customers on. What she discovered reframes the debate our industry keeps having about whether academies are dying. They're not dying. The learner is changing.</p><p></p><p>We dig into how Talya went cross-functional — aligning marketing, lifecycle, community, and CS teams around shared definitions of adoption and health. We get into the data infrastructure behind it: combining Salesforce, Zendesk, and unstructured call data to build a true picture of user maturity. And we go deep on modular content architecture — why managing bite-sized, tagged content from a single source of truth is the foundational move that makes omnichannel orchestration actually possible. The boring infrastructure work, it turns out, is what makes the agentic future viable.</p><p></p><p>In this episode, we cover:</p><ul><li>Why the agentic era doesn't kill academies — it demands better ones</li><li>How Talya used product telemetry, ticket data, and AI to build a unified picture of user maturity at Pendo</li><li>Modular content architecture: the unglamorous unlock for in-product delivery, omnichannel distribution, and AI personalization</li><li>Cross-functional alignment — how she got marketing, lifecycle, and CS on the same page without stepping on toes</li><li>Curating the corpus: what it means for CE leaders to define guardrails, build feedback loops, and govern agentic learning</li><li>Getting your team bought in on AI: why a skills hackathon changed everything</li></ul><p></p><p>If you've been feeling the pressure of AI adoption and wondering what your role looks like on the other side of it, this episode will reframe the whole conversation.</p><p></p><p><b>Chapters:</b></p><p>00:10 The Signal</p><p>02:05 Falling Into Customer Ed Head Over Feet</p><p>07:44 From Order Taker to Learning Orchestrator</p><p>11:36 Pendo on Pendo — The Dream Come True</p><p>22:14 The Cross-Functional Long Game</p><p>30:56 Modular Content Is the Infrastructure Play</p><p>39:00 When the UI Disappears — The Agentic Future</p><p>44:52 Stop the Fear, Start With Your Team</p><p></p><p>Connect with Talya on LinkedIn:</p><p><a rel="noopener noreferrer nofollow" href="https://www.linkedin.com/in/jillglynn/" target="_blank">https://www.linkedin.com/in/jillglynn/</a> </p><p>Connect with Samantha on LinkedIn:</p><p><a rel="noopener noreferrer nofollow" href="https://www.linkedin.com/in/samantha-murray613/" target="_blank">https://www.linkedin.com/in/samantha-murray613/</a> </p><p>Connect with Courtney on LinkedIn:</p><p><a rel="noopener noreferrer nofollow" href="https://www.linkedin.com/in/courtney-sembler/" target="_blank">https://www.linkedin.com/in/courtney-sembler/</a></p>
April 21, 2026
How LinkedIn Is Orchestrating Seamless Digital CX at Scale with Jill Glynn
<hr /><p>In this episode of CX Signals, Samantha sits down with Jill Glynn, Director of Customer Engagement at LinkedIn, to explore what it really looks like to orchestrate a fully connected digital CX motion — across academy, community, in-app, and scaled email — and why the unsexy work of content architecture is the thing that makes all of it possible.</p><p></p><p>Jill leads scaled learning, digital engagement, and community across some of LinkedIn's most complex enterprise products. She didn't build that scope overnight — it's the result of years of deliberate organizational alignment, pulling digital CS, customer learning, and community under one roof before moving the whole function into marketing.</p><p></p><p>What stands out most is how grounded she is in the fundamentals. Jill believes personalization at scale isn't a technology problem — it's an architecture problem. If you haven't done the unglamorous work of tagging your content, mapping it to product actions, and auditing what's actually driving outcomes, no amount of tooling will save you.</p><p></p><p>We dig into what it takes to move from a "more is more" content strategy to a simplified happy path model, how LinkedIn measures learning effectiveness through Action Learner Rate — whether a customer takes a specific product action within seven days of completing a course — and why years of diligent content tagging is now the foundation powering their content lake, in-product help experiences, and AI personalization roadmap. The unsexy stuff, it turns out, was always the strategy.</p><p>Here's some of what we cover:</p><p></p><ul><li>Why content architecture is the unglamorous unlock for personalization, AI, and in-product learning</li><li>How LinkedIn uses "stuck user moments" to identify where customers fall off — and meet them there</li><li>Action Learner Rate: measuring whether learning actually drives product behavior</li><li>Building cross-functional alignment with sales, CS, and product — and what finally made it click</li><li>The vision for contextual, in-the-flow-of-work learning at LinkedIn's scale<p></p></li></ul><p>If you're in customer education, digital CS, or CX leadership, this episode is a masterclass in what it looks like to build for scale without losing the signal.</p><p></p><p><b>Chapters:</b></p><p>00:00 Introduction</p><p>00:09 Jill Glynn's Career Journey</p><p>01:09 The Evolution of Customer Success at LinkedIn</p><p>04:00 Understanding LinkedIn's Product Offerings</p><p>06:40 Onboarding New Customers</p><p>09:21 Simplifying the Customer Experience</p><p>12:10 Personalization and Content Architecture</p><p>14:42 Governance and Content Management</p><p>23:59 The Importance of Historical Archives</p><p>24:34 Foundational Elements for AI Success</p><p>26:36 Personalization in Education and Training</p><p>28:54 Community Engagement and User-Generated Content</p><p>32:04 Leveraging Data for Customer Insights</p><p>36:02 Connecting Learning to Business Outcomes</p><p>42:07 Collaboration Between Teams for Success</p><p>49:40 Embracing Simplicity in a Fast-Paced Environment</p><p>50:44 Key Takeaways for Effective Team Strategy</p><p></p><p>Connect with Jill Glynn on LinkedIn:</p><p><a rel="noopener noreferrer nofollow" href="https://www.linkedin.com/in/jillglynn/" target="_blank">https://www.linkedin.com/in/jillglynn/</a> </p><p>Connect with Samantha Murray on LinkedIn:</p><p><a rel="noopener noreferrer nofollow" href="https://www.linkedin.com/in/samantha-murray613/" target="_blank">https://www.linkedin.com/in/samantha-murray613/</a> </p><p>Connect with Courtney Sembler on LinkedIn:</p><p><a rel="noopener noreferrer nofollow" href="https://www.linkedin.com/in/courtney-sembler/" target="_blank">https://www.linkedin.com/in/courtney-sembler/</a></p>
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- What is CX Signals?
<p>CX Signals brings together the most influential voices in Customer Experience to share what’s working, what’s changing, and what’s next in digital CX. Co-<b>hosted by Samantha Murray and Courtney Sembler,</b> we create a space for honest conversations about what it really takes to lead CX functions in today's B2B SaaS landscape—beyond the polished LinkedIn posts and conference stages.</p> - How often does this podcast release new episodes?
This podcast updates daily.
- Where can I listen to this podcast?
This podcast is available on 4 platforms including Apple Podcasts, Spotify, and more. You can also use the RSS feed directly.
- Does this podcast accept guests?
Yes, this podcast regularly features guests.
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