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Scaling Customer Success with Samantha Murray: Experience as a Growth Lever

In this episode of The Adoption Curve, I sit down with Samantha Murray, Go-to-Market & Customer Experience Strategist at AlignedCX, to discuss how to use experience as a growth lever and share practical frameworks for learning and development leaders.

Samantha reveals why adoption is a two-way street and explains how aligning internal teams to customer outcomes drives faster scale. We also dive into her People Experience as a Product operating model—an agile, empathy-driven framework you can implement immediately to improve technology adoption and training effectiveness.

If you're an L&D professional, enablement leader, or customer success manager looking to increase user adoption and remove friction from the customer journey, this conversation gives you the exact playbook to start today.

💡 FREE RESOURCE: THE SERVICE BLUEPRINT FOR ADOPTION – https://book.iorad.com/adoption-curve

SOCIALS:

👨‍💻 Connect with Sean – https://www.linkedin.com/in/sean-adams-sales/

👩‍💻 Connect with Samantha – https://www.linkedin.com/in/samantha-murray613/

🌍 IORAD website – https://www.iorad.com

⏰ TIMESTAMPS

00:00 – Samantha’s career journey from marketing to customer success

06:41 – Early-stage strategies for scaling customer enablement

09:35 – Adoption as a two-way street: customer & company alignment

12:40 – Building empathy through user research & journey mapping

16:51 – Shifting from outputs to business outcomes

25:16 – The 4-stage People Experience as a Product methodology

33:42 – Prioritizing solutions with the Cost of Delay framework

38:13 – Using service design to uncover internal friction points

48:37 – Leveraging partner ecosystems for customer success

#LearningAndDevelopment #EmployeeEnablement #TechAdoption #CustomerSuccess #ChangeManagement #InteractiveTraining