Customer success (CS) = Customer experience (CX) + Customer outcomes (CO) - Interview with Nick Mehta of Gainsight artwork
Punk CX with Adrian Swinscoe

Customer success (CS) = Customer experience (CX) + Customer outcomes (CO) - Interview with Nick Mehta of Gainsight

  • E357
  • 44:59
  • September 7th 2020

Today’s interview is with Nick Mehta CEO of Gainsight, a customer success technology provider that helps businesses retain customers and drive company growth. Nick joins me today to talk about his new book, The Customer Success Economy: Why Every Aspect of Your Business Model Needs A Paradigm Shift, what customer success is, why it is going to become increasingly important to organizations given the current climate and pressures that many firms are going to start to face, what are the benefits and what customer experience and success leaders need to be doing to survive and thrive.

This interview follows on from my recent interview – Experimentation is what makes Microsoft, Google, Netflix and Booking.com so successful – Interview with Harvard Business School Professor Stefan Thomke – and is number 357 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Punk CX with Adrian Swinscoe

An ongoing series of interviews where I, Adrian Swinscoe, interview leading entrepreneurs, leaders and thought leaders about how to deliver stand out customer experience and service.

Essentially, I'm looking for practical clues that will help you build a business that both customers and employees love.

Topics covered in the interviews include customer service, experience and engagement, employee experience and engagement, technology, adaptable and responsive organizations, high-performing teams and all such related issues.

Note: This podcast series was originally known as the RARE Business podcast but rebranded in late 2019 on the back of the publication of my latest book: Punk CX.