In the 1st episode of season 2 of the Gainsight Gamechanger Podcast, Adam Joseph, RVP of Customer Success at Gainsight, sits down with Michelle MacCarthy, Global Head of Customer Success at Unit4.

Listen to the full episode and access Adam's summary by unlocking the content.

Season 2, Episode 1: Customer Centricity at Unit4

Customer success has to be a company-wide commitment and an ethos across the entire business. But, how do you make the promise of customer-centricity a reality? To dive deeper into this topic, our host Adam Joseph talks to Michelle MacCarthy, Global Head of Customer Success at Unit4. She shares her view on a successful customer-centric business, how to provide a better customer experience, and whether it is crucial to have a CSM position in your company. Jump straight into:
  • (00:41) - Michelle MacCarthy’s work on customer centricity at Unit4 - “The company is delivering on this promise through enterprise resource planning, human capital management, and financial planning applications.”
  • (05:24) - How customer-centric is your business? - “When companies make decisions big or small, they really need to think about how those moves impact the customer.”
  • (08:29) - Fixing for the long-term and how to correctly apply feedback - “We do look to focus on a few areas of the business in bite-size chunks to address the areas that we know will have the most impact across the full customer expense.”
  • (13:15) - How to bring teams together around customer-centricity? - “CSM is becoming even more critical as the customer experience ecosystem evolves.”
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