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Establishing a CS Framework and Leading with Intelligence: Growth Stories Podcast

Updated: Aug 30, 2022

Throughout Peter Armaly’s career, Peter has found that being eager to learn while understanding the challenges that the world is facing will present opportunities for you. Peter’s ability to empathize with others and assist with their successes can be attributed to the impact of his father’s generosity and the impression that left on Peter growing up.

In this Growth Stories episode, Peter hypothesizes on the future of Customer Success, and what it could look like if it wasn’t a formal function but instead something that happened automatically.

Don’t miss this episode and be sure to subscribe to the Growth Stories podcast on your favorite podcast platform!

Peter Armaly is the Vice President of Customer Success at ESG and in that role is focused on evolving and expanding the business and on advising client leaders and teams on best practices for all aspects of Customer Success and customer engagement. Peter is a well-known industry researcher, writer, and speaker with deep and extensive experience in Customer Success organizational leadership, enablement and the design and delivery of Voice of the Customer programs over the last 15 years. In addition to his ESG leadership role, Peter is a Customer Success Advisor for Proof Analytics, a predictive marketing analytics software firm, serves on the Advisory Council for the Customer Experience Program at The George Washington University School of Business in Washington, D.C., has been a guest lecturer for the University of San Francisco Customer Success MBA program, and is a regular speaker on a monthly webinar series organized and facilitated by Practical CSM, a Customer Success education and training services provider. Finally, Peter has co-authored a report available on Amazon called Customer Success Attitudes to Training, Certification & CPD 2020/2021. is an early warning system, like a credit score for revenue retention, that gives teams complete visibility into all their customers, allowing them to drive more revenue through smarter renewals and upsells. With the most up-to-date data, recommendations for action & collaboration across the customer journey, teams can proactively deliver an amazing customer experience.


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How we test accuracy and performance

Our AI predicts customer behavior with greater than 90% accuracy. How do we know? We test and measure the performance of our models regularly, in a variety of ways. Model training test accuracy - 94


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