Dee Kapila and Adam Avramescu discuss the future of Customer Experience (CX) and a bit more. This podcast is designed for current and future leaders in the CX space, including Customer Success, Education, Community, Digital CS, Professional Services, Support and more. We cover emerging trends and lessons learned from our combined years of leadership. Think of us as your CX uncle and auntie on this winding journey alongside you.
What are the unwritten rules of career progression?
Hosts Dee and Adam discuss unwritten rules of career progression, including emotional regulation and organizational savvy, to help listeners navigate their professional growth.
15 Dec 2025
Are you actually customer-centric?
This episode of CXetera explores the key indicators of a customer-centric organization, contrasting genuine customer focus with superficial efforts, enabling listeners to assess their company's alignment with customer needs.
17 Nov 2025
What's up with our relationship to work?
The hosts of CXetera discuss Derek Thompson's "On Work," exploring how work increasingly defines identity and purpose, especially in America, and how automation and remote work are changing this relationship.
5 Sept 2025
What do you need to know about SaaS?
Dee and Adam explain essential SaaS terms, revenue perspectives, and common industry assumptions for breaking into the tech world.
27 Jul 2025
Does CX need thought leaders?
The hosts discuss thought leadership in CX, exploring its origins as a marketing strategy, its connection to personal branding, and how to distinguish genuine insights from empty rhetoric.
28 May 2025
How do you evolve from Customer Education to Scaled CX?
Dee discusses evolving customer education into a scaled customer experience organization, emphasizing data-driven strategies and innovative approaches to customer journeys; this is an interview episode.
28 Apr 2025
Do you need a Scaled CX "ecosystem"?
Alternate title: Adam and Dee go to a conference and do not get White Castle.
In March, Dee and Adam keynoted the CEdMA (Customer Education Management Association) conference in Austin, TX. In this episode, Dee interviews Adam about his keynote presentation. We'll be back with Dee's presentation in the next episode.
Adam's keynote was about Scaled CX ecosystems and what's necessary to make them good. (Spoiler alert: it might have something to do with the unique shape of your business and customer base) Walking through experiences at Optimizely, Checkr, Slack, and Personio, we look at what's in an ecosystem and what makes it tick. Do you need a help center? (yes, probably) What types of training and academy do you need? How about a community? Dev docs? Digital CS? And how should all of those things connect? That's what we get into in this episode.
Find Adam's presentation here: https://drive.google.com/file/d/15NPhlqcTy7VgaNuTI0kEVVA3YNS5WqGO/view?usp=sharing
28 Mar 2025
Should CSMs do training?
Plenty of CSMs see training customers as a core part of their job. But is it, actually? And if it is, should it be?
It's a common headache in customer success: who should actually train customers? Should the customer success team be doing training, or should that be someone else's job? Sometimes customers need technical training, sometimes they just need to learn best practices, and sometimes they don't even know basic processes in their own industry.
The question we're grappling with: When does training become a waste of time for customer success managers, and when is it actually crucial for driving customer outcomes?
Follow CXetera on LinkedIn (follow our LinkedIn page!) and visit cxetera.com to keep the discussion going!
2 Feb 2025
Is AI eating Customer Experience?
Let's talk about CX's lunch, and whether AI is going to eat it.
AI is everywhere—but will it replace Customer Experience as we know it? In this episode of CXetera, hosts Adam and Dee dive into the hype and reality of AI’s impact on CX. From AI-powered chatbots to content creation, localization, and support copilots, we break down where AI is truly transforming the industry—and where human expertise is still irreplaceable.
We explore how AI is reshaping roles, the future of scaled CS, and what it means for customer experience teams moving forward. Is AI a game-changer or just another overhyped trend? Join the conversation and find out.
Follow CXetera on LinkedIn (follow our LinkedIn page!) and visit cxetera.com to keep the discussion going!
2 Feb 2025
What is the future of CX?
It's the first episode of CXetera! So let's start with the big topics.
Is Customer Success dead? Or is it just evolving? In our debut episode of CXetera, hosts Adam and Dee break down the shifting landscape of CX, the scrutiny around Customer Success, and what the modern CX org should look like. We’ll challenge outdated assumptions, introduce a working model for the future of CX, and explore how these changes impact leaders, teams, and careers in the field. Plus, we’ll share what CXetera is all about—CX, leadership, and the future of work.
Join the conversation on LinkedIn and subscribe to stay ahead of what’s next in CX!
https://www.linkedin.com/company/cxetera/
Materials referenced
Only CFO article: https://www.onlycfo.io/p/the-future-of-customer-success
Funnel vs Flywheel: https://www.forbes.com/councils/forbesagencycouncil/2020/11/13/marketing-funnel-vs-marketing-flywheel/
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Podcast Authority Score: 23 / 100
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