In this episode of Onboarding Therapy, Kim and Shareil sit down with Em Wingrove, Chief Experience Officer at Aptitude 8, to explore how customer success teams can apply a hospitality mindset to improve retention, build trust, and create effortless customer experiences.

Highlights from the Episode:

• Why Customer Success Needs Hospitality – Em breaks down how hospitality principles help create better customer experiences.
• Anticipating Customer Needs – How small, proactive touches make a big impact on retention and engagement.
• The Role of Authenticity in CS – Why curiosity and genuine interactions matter more than rigid playbooks.
• Setting Service Standards – The key to creating consistent, high-quality customer experiences.
• Lessons from Marketing & Hospitality – How customer success teams can borrow from these industries to elevate CX.

Whether you’re a customer success leader or a CSM, this episode is packed with actionable strategies for applying a hospitality approach to CX.

Key Resources:

• Follow Em Wingrove on LinkedIn
• Learn more about Aptitude 8
• Book mentioned: Setting the Table by Danny Meyer

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In this episode of Onboarding Therapy, Kim and Shareil are joined by Grant, Head of Sales at Arrows, for a candid discussion about the unique dynamics between sales and customer success teams—and why their differences actually make organizations stronger.

Highlights from the Episode:

• Different Personalities, Different Roles: Explore why certain personalities gravitate towards sales vs. CS, and how these differences benefit customers.
• The End-of-Month Reality: Grant shares an honest perspective on quota pressure and how it impacts both teams.
• Building Customer Trust: Learn how early CS involvement in sales can transform skeptical prospects into confident customers.
• Managing Team Dynamics: Practical insights on handling expectation mismatches and maintaining professional unity.

Whether you're in sales or customer success, this episode offers refreshing insights on how different teams can work better together while staying true to their unique strengths.

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In this episode of Onboarding Therapy, Kim and Shareil talk with Matthew Ruxton about his journey from implementation specialist to RevOps leader, challenging common misconceptions about customer onboarding along the way.

Highlights from the Episode:

• The Overwhelm Myth: Matthew challenges the common fear of overwhelming customers and explains why under-preparing is the real risk.
• Building Scalable Processes: Learn why having a prescriptive onboarding road is crucial, and how to balance structure with flexibility.
• Starting Onboarding Earlier: Discover why successful onboarding begins during the sales process and how to make that transition smooth.
• CRM as Your Secret Weapon: Matthew shares how bringing implementation into your CRM transforms team adoption and customer handoffs.

Whether you're an implementation manager looking to scale your processes or a RevOps leader trying to improve customer handoffs, this episode offers practical insights on building onboarding that actually works.

Key Resources:

• Follow Matthew Ruxton on LinkedIn
• Learn more about Arrows

👉 Don’t forget to subscribe for more actionable insights and strategies for onboarding and customer success!