Customer Success Leader
Customer Success Leader

Episode 21 · 6 months ago

Map the Customer Journey to Success w/ Kia Puhm


Do you know your customer's objectives, challenges, and timeline? If not, you might be practicing random-access customer success. Your customer could feel like you're executing acts at them rather than for them.

In this episode of Customer Success Leader, Eric sits down with the Founder and CEO of DesiredPath, Kia Puhm. The two discuss...

- What failure looks like in customer experience

- Random acts of customer success vs. Holistic customer success

- Why customer mapping helps CX as well as marketing

- Moving the burden of intent from human to machine

For more info, check out or send a message to To hear more interviews like this one, subscribe to Customer Success Leader on Apple Podcasts, Spotify, or wherever you listen to podcasts.

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