The Customer Experience Journey in Tech: From Realize to Enlighten

Bringing the XM Maturity Model to life, I co-produced a podcast that took listeners on a journey through the pivotal "Realize" and "Enlighten" stages in the tech industry. To uncover the heart of these concepts, I conducted dynamic interviews with Ashley Howe, a Global DX Customer Success Program Manager at Adobe, and Sam Gill, a Scale Customer Success Manager at Qualtrics. Their stories illuminated real-world strategies, which I wove into an engaging narrative using compelling sound bites and actionable insights.

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The greatest challenge was transforming intricate industry concepts into relatable and digestible content for professionals of all expertise levels. I overcame this by leveraging storytelling frameworks to craft episodes with clear definitions, real-world examples, and commentary that connected seamlessly back to the XM Maturity Model. This project allowed me to bridge complexity with clarity, turning abstract theories into a meaningful guide for navigating customer experience challenges.