Ep 13: Scaling Customer Success with Samantha Murray: Experience as a Growth Lever

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The Adoption Curve

iorad

17 episodes

3 days ago

Welcome to the Adoption Curve podcast. Over the course of this series, we'll dive into what learning and enablement leaders are really doing every day to move beyond reactive training, bridge the gap between leadership vision and frontline needs, and unlock the true value of their technology investments. Join host Sean Adams as he uncovers the frameworks, strategies, and practical approaches that turn technology from a cost center into a competitive advantage.

Management

Business

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Management

Business

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Ep 13: Scaling Customer Success with Samantha Murray: Experience as a Growth Lever

The Adoption Curve

51 minutes 33 seconds

2 months ago

Ep 13: Scaling Customer Success with Samantha Murray: Experience as a Growth Lever

Check out iorad's interactive tutorial builder: https://www.iorad.com

Scaling Customer Success with Samantha Murray: Experience as a Growth Lever

In this episode of The Adoption Curve, I sit down with Samantha Murray, Go-to-Market & Customer Experience Strategist at AlignedCX, to discuss how to use experience as a growth lever and share practical frameworks for learning and development leaders.

Samantha reveals why adoption is a two-way street and explains how aligning internal teams to customer outcomes drives faster scale. We also dive into her People Experience as a Product operating model—an agile, empathy-driven framework you can implement immediately to improve technology adoption and training effectiveness.

If you're an L&D professional, enablement leader, or customer success manager looking to increase user adoption and remove friction from the customer journey, this conversation gives you the exact playbook to start today.

💡 FREE RESOURCE: THE SERVICE BLUEPRINT FOR ADOPTION – https://book.iorad.com/adoption-curve

SOCIALS:

👨‍💻 Connect with Sean – https://www.linkedin.com/in/sean-adams-sales/

👩‍💻 Connect with Samantha – https://www.linkedin.com/in/samantha-murray613/

🌍 IORAD website – https://www.iorad.com

⏰ TIMESTAMPS

00:00 – Samantha’s career journey from marketing to customer success

06:41 – Early-stage strategies for scaling customer enablement

09:35 – Adoption as a two-way street: customer & company alignment

12:40 – Building empathy through user research & journey mapping

16:51 – Shifting from outputs to business outcomes

25:16 – The 4-stage People Experience as a Product methodology

33:42 – Prioritizing solutions with the Cost of Delay framework

38:13 – Using service design to uncover internal friction points

48:37 – Leveraging partner ecosystems for customer success

#LearningAndDevelopment #EmployeeEnablement #TechAdoption #CustomerSuccess #ChangeManagement #InteractiveTraining