In this episode, we speak with Osen Akkemik, Senior Director Customer Success, Genesys, the all-in-one Experience as a Service Platform that manages billions of of interactions for organizations in more than 100 countries - a true global leader in its space! We talk with Osen about how to keep the CS team motivated, energized, and incentivized - particularly what methods they are using to keep staff churns down in the CS team: - How do you keep people engaged and motivated? - What is the role of the open door policy? - Why do 1–1 ones with the Director matter for the individual CSMs? - What is the power of individual career plans and personal journey tracks? - What are are 3 main tips to avoid churn in the CSM org? These are some of the many topics we address with Osen. Tune in to learn from her experience in managing a large Customer Success organization to learn what you can be doing on your end to keep your CS organization continuing to excel with energy.

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“What did the council decide on item 42?” — answered with the speaker and the moment.

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