The Customer Success Playbook

Welcome to “The Customer Success Playbook,” a fresh podcast initiative spearheaded by Kevin Metzger and Roman Trebon. Immerse yourself with us in the dynamic realm of customer success, where we unravel the latest insights, inspirations, and wisdom from recognized leaders in the Customer Success domain. Our journey began with a simple yet profound belief: that meaningful conversations can significantly impact our professional trajectory. With this ethos, we’ve embarked on a mission to bring to you the voices of seasoned and revered professionals in the field. Our episodes have seen the likes of Sue Nabeth Moore, Greg Daines, Jeff Heclker, James Scott, David Ellin, and David Jackson, who have generously shared their expertise on a variety of pertinent topics. We’ve delved into the intricacies of Profit and Loss Statements in Customer Success with Dave Jacksson, explored the potential of Customer Success Platforms with Dave Ellin, and

The Customer Success Playbook is a business podcast hosted by Kevin Metzger and Roman Trebon, with 147 episodes on record and a Required Pod Score of 80. PitchCentric scores this show on Booking Probability, Listen Score, and live audience signals refreshed every 24 hours.

Kevin Metzger and Roman Trebon hosts The Customer Success Playbook, a business show with 147 episodes published.

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  Episode #73

  Customer Success Playbook - Final Episode with Kevin and Roman

  Dec 22, 202537 minS3

  <p>Send us a text</p><p>This finale feels less like an ending and more like a graduation ceremony for everyone who has ever cared about Customer Success.</p><p>In this closing chapter of the customer success playbook podcast, Kevin Metzger and Roman Trebon look back on a journey that started as a “ludicrous” idea over food and drinks and turned into a global community with nearly 13,000 downloads across countries like Australia, Israel, France, and beyond. They revisit how the show began as a simple networking experiment during a job transition and evolved into a platform for learning, conn...

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  Episode #72

  Customer Success Playbook Podcast S3 E72 - Adrian Swinscoe - Enhancing Customer Experience with AI

  Aug 28, 202510 minS3

  <p>Send us a text</p>Dive into the rapidly evolving world of AI with Adrian Swinscoe as we wrap up our three-part series on how to keep AI from becoming just another buzzword. This episode unpacks the flood of AI tools hitting the market, the challenge of maintaining a human touch in customer experience, and strategies to avoid the dreaded “tech for tech’s sake” trap. Adrian shares a fresh perspective on leveraging AI for operational efficiency—not by cutting costs but by unlocking capacity to deepen customer relationships. We also touch on often-overlooked ethical considerations, from AI’s environmen...

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  Episode #71

  Customer Success Playbook Podcast S3 E71 - Adrian Swinscoe - Unlocking Value in Customer Journeys

  Aug 19, 20259 minS3

  <p>Send us a text</p>Ready to inject some punk spirit into your customer experience? In this episode of the Customer Success Playbook, Adrian Swinscoe joins Roman Trebon to explore the delicate art of reducing friction without losing that vital human touch. From the bustling cultural tapestry of Edinburgh’s Fringe Festival to personal tales of rock climbing and postponed trips to Japan, Adrian sets the stage with personality before diving into why not all friction is bad. He reveals why some “effortful” moments between a brand and its customers actually build loyalty, and how removing them in the name o...

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  Episode #70

  Customer Success Playbook Podcast S3 E70 - Adrian Swinscoe - Data and Customer Storytelling

  Aug 10, 20258 minS3

  <p>Send us a text</p>Ready to shake up your customer experience approach with some no-fluff, straight-to-the-point wisdom? In this episode, Adrian Swinscoe – author of *Punk CX* and *How to Wow* – joins Roman Trebon to deliver a masterclass on how real, actionable data combined with firsthand customer stories can transform your CX from good to unforgettable. Learn why "going to the gemba" (that’s Japanese for “go see where the work happens”) can be the secret weapon in your customer success playbook, and why less complexity often results in more memorable experiences.Adrian Swinscoe dives deep into a pragmatic, almost pun...

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  Episode #69

  Customer Success Playbook S3 E69 - Gayle Gorvett - Scaling AI Governance Without Killing Innovation

  Jul 24, 202521 minS3

  <p>Send us a text</p><p>How do you build AI governance that scales without becoming the innovation police? In our final conversation with tech lawyer Gayle Gorvett, we tackle the ultimate balancing act facing every organization: creating robust AI oversight that moves at the speed of business. From shocking federal court rulings that could force AI companies to retain all user data indefinitely, to the Trump administration's potential overhaul of copyright law, this episode reveals how rapidly the legal landscape is shifting beneath our feet. Gayle breaks down practical frameworks from NIST and Duke University that adapt to...

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