#626: Building customer success instead of vendor lock-in with Toya Del Valle, Cornerstone

The Agile Brand with Greg Kihlstrom

The Agile Brand

Business, Marketing

5 • 2.7K Ratings

🗓️ 17 January 2025

⏱️ 29 minutes

🔗️ Recording | iTunes | RSS

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Summary

Is your business building true customer loyalty—or is it just locking customers into a system they can’t escape? Today, we’re joined by Toya Del Valle, Chief Customer Officer at Cornerstone, a workforce agility company that supports over 7,000 customers, including global leaders like Samsung and UPS. With a unique journey from HR director to CCO, Toya brings a deep understanding of what HR leaders and organizations need to succeed. She’s here to share insights on leveraging AI for customer success, building meaningful relationships between CFOs and customer leaders, and creating loyalty in an increasingly SaaS-driven world. About Toya Del Valle Toya Dell Valle is the Chief Customer Officer at Cornerstone, the leading learning and talent management company. She champions a focus on customer centricity to grow and build extraordinary outcomes with our customers. She leads all post-sales functions driving customer value, revenue generation, and operational scale including Customer Success Management (CSM), Professional Services, Support, Education, Partner Success, and Strategy & Operations. RESOURCES Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Listen to The Agile Brand without the ads. Learn more here: https://bit.ly/3ymf7hd Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Transcript

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0:00.0	Your brand may be staying on top of current trends, but are you agile enough to stay relevant,
0:04.6	resilient, and successful as customers, competition, and the world continues to change at a
0:10.4	breakneck pace. I'm thrilled to share the newly revised version of my first book, The Agile
0:15.7	Brand. I'm calling it the Agile Brand Revisited. It's been updated to reflect our continually changing world,
0:22.1	and it provides seven principles that form the backbone of an Agile brand, offering detailed
0:26.8	insights and actionable steps for incorporating them into your business strategy. This is the book
0:31.9	that started it all, and I'm excited to share it with you. It's now available in print and digital
0:36.4	formats and available everywhere.
0:38.3	Learn more by going to the Agile Brand Guide website at www.adagelbrand guide.com.
0:44.3	The Agile Brand
0:48.3	Welcome to Season 7 of the Agile brand, where we discuss the trends and topics marketing leaders need to know.
1:00.3	Stay curious, stay agile, and join the top enterprise brands and MARTEC platforms as we explore marketing technology, AI, e-commerce, and whatever's next for the Omnichannel customer experience.
1:12.6	Together we'll discover what it takes to create an Agile brand, built for today and tomorrow,
1:16.6	and built for customers, employees, and continued business growth.
1:20.6	I'm your host, Greg Kilstrom, advising Fortune 1000 brands on Martec, AI, and marketing operations.
1:32.4	The Agile Brand Podcast is brought to you by Tech Systems, an industry leader in full-stack technology services, talent services, and real-world application. For more information, go to
1:38.0	teK systems.com. To make sure you always get the latest episodes, please hit subscribe on the app you listen to podcasts on,
1:45.4	and leave us a rating so others can find us as well. And now on to the show.
1:52.1	Is your business building true customer loyalty, or is it just locking customers into a system they can't escape?
1:58.5	Today we're joined by Toya del Valle,
2:01.0	chief customer officer at Cornerstone,
2:03.3	a workforce agility company that supports
	...

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