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CxXchange LinkedIn Success Circle

Connect · Learn · Grow

LinkedIn Video�with Emma Lo

Turning Connections into Stories

September 29, 2026

Hosted by: Madhur Choudhary

CxXchange LinkedIn Success Circle

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We're so glad you're here! While we get things set up, please drop a note in the Zoom chat:

▶ Your Name

▶ Your Location

Welcome!

▶ Your LinkedIn profile URL

A good piece of content (movie/tvseries/book/podcast) you’d recommend

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A Few Things Before We Dive In 🎙️

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Your host and community team

Jennifer Milton

Customer Success Director

Seismic · Brooklyn, NY

linkedin.com/in/jpmilton

Madhur Choudhary

Sr. Director, Customer Success

Trackunit · Toronto, Canada

linkedin.com/in/cmadhur

Emily Crane

Director, Digital CS

Alteryx · Boston, Mass

linkedin.com/in/emily-h-crane/

Host

Co-producers

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Meet Emma Lo

Emma Lo

Customer Success leader

CS in Focus

Emma leads CS in Focus, a community connecting Customer Success and go-to-market professionals through events and shared learning.

Her background spans personalized medicine and Customer Success, alongside mentoring emerging CS leaders.

linkedin.com/in/emma-lo

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My top 3 posts of the past year: all stories

How each post opened, next to my three latest recaps

EL

Emma Lo

Story

Take your CFO for dinner.

18,620 impressions

EL

Emma Lo

Story

I typed one word into the reservation. Birthday.

14,707 impressions

EL

Emma Lo

Story

CS is entering a new era, and I'm stepping into it.

11,660 impressions

EL

Emma Lo

Recap

Only 29% of organizations have an AI roadmap.

533 impressions

EL

Emma Lo

Recap

Seat, usage, or outcome-based pricing.

426 impressions

EL

Emma Lo

Recap

Anyone can build anything now. That's a blessing and a curse.

311 impressions

Lifetime impressions, past 365 days. Source: my LinkedIn analytics, Sept 25, 2026.

JOURNEY (0:03, no slide, 60 seconds): eight years in cancer research, then marketing and customer success at MaxSold, then CS and renewals leadership, then building CS In Focus. The thread: I have always looked for the early signal. SHOW LIVE (0:05): open LinkedIn analytics, Top Posts, past 365 days, and scroll from the best post to the worst. Then come back to this slide. LESSON LEARNED (committed, 1 minute): for months I posted event and research recaps and expected them to travel. They reached 311 to 533 people. My stories about people reached 11,000 to 18,000. The recaps teach. The stories travel. That is why this session is called Turning Connections into Stories. [Confirm this is the mistake you want to tell, or swap in another.] The three stories: taking a CFO to dinner, one word typed into a birthday reservation, and stepping into a new era of CS after meeting someone at a CxXchange event. If someone asks: over the last six months the gap is smaller. Stories have a median of about 1,550 impressions, recaps and insights about 1,350. Stories set the ceiling; recaps set the floor. The pricing and product summit posts were under a week old when measured.

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MY CORE BELIEF

AI can spot the signals

But Customer experience makes customers stay

PIPELINE TO RENEWAL

Revenue has early markers

Series: Pipeline and Renewal Autopsy

CONNECTION

Only people make them stay

Series: Dinner Table Lessons

HUMAN + AI

Automate the workflow

Series: Human or Machine?

Pillars are claims I defend, not topics. Written for the CEO or CRO who would hire me.

SHOW LIVE (0:12): open my own profile and walk the banner, headline, and About. Say what I am fixing and why. Skip the Experience section. BELIEF (framing from Kait LeDonne: one belief, pillars inside it; make it something someone could disagree with): AI can spot who is leaving. Only people can make them stay. PILLAR 1, Pipeline to renewal: Revenue has early markers. From my cancer research years: risk and opportunity show up in signals long before the outcome, like disease markers before symptoms. It runs the whole funnel because I have worked both sides as a GTM strategist. Series: Pipeline and Renewal Autopsy, an anonymized deal or account, the early markers, what should have happened. PILLAR 2, Connection: Only people make them stay. Stories from the rooms I am in, always ending with a lesson about customers or GTM. Series: Dinner Table Lessons, one person, one sentence they said, why it matters. PILLAR 3, Human + AI: Automate the noticing, not the caring. Concrete example: AI flags the usage drop; I make the call to the customer. Series: Human or Machine?, one task a week, automate it or keep it human, and why. WHY STORIES: my three biggest posts of the past year were all about people. AUDIENCE EXERCISE: finish the sentence I believe..., make it something a smart person could disagree with, then turn each topic you post about into a claim. Type your belief in the chat.

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A simple content system

Set it up once, then run the loop every week. Purple lines show my Claude skill or connector.

1

Believe

One sentence you believe

Claude chat

2

Pick 3 pillars

Claims inside that belief

brand-voice skill

3

Capture

Save real moments all week

Granola, Slack connectors

4

Draft

Hook, story, takeaway

post + hook writer skills

5

Pick a format

Text, photo, carousel, or clip

Canva connector, clip pipeline

6

Post

Stay for the first hour

de-slop skill, Buffer connector

7

Engage

15 minutes of comments a day

comment strategy skill

8

Review

Monthly: what traveled?

content calendar skill

Repeat every week

Set up once

Every week

No Claude? Every step works with a phone and a notes app.

SHOW: walk the loop left to right, then back along the bottom, naming the Claude piece at each step. Set up once. 1 Believe: one sentence someone could disagree with. Mine: AI can spot who's leaving; only people can make them stay. I pressure-tested it in a Claude chat. 2 Pillars: three claims inside the belief. Mine: Revenue has early markers; Only people make them stay; Automate the noticing, not the caring. The brand-voice skill keeps drafts on those claims. Every week. 3 Capture: Granola connector for call and dinner notes, Slack connector for community threads, plus Spotlight recordings. 4 Draft: LinkedIn post generator and viral hook writer skills give me a first outline. I rewrite in my own voice. 5 Format: Canva connector for carousels, my Claude Code clip pipeline for video. 6 Post: the de-slop skill checks the draft before it ships, then the Buffer connector schedules it. I stay for the first hour. 7 Engage: the comment strategy skill helps me pick 10 posts a day worth a real comment. 8 Review: the content calendar skill plans next month from what traveled in LinkedIn analytics. Skills are reusable instructions you give Claude once. Connectors link Claude to your apps. Beginners: none of this is required; a phone and a notes app run the same loop.

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Same news, better post

BEFORE

Excited to share I completed my Customer Success certification!

AFTER

The course said: run QBRs every quarter. My churned accounts all had theirs on time. Here's what I'm trying instead...

A real detail + your opinion + a question

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How I turn a conversation into a clip

1

Record in Riverside

2

Find the moment

3

Cut and caption

4

Post it

AI helps. I pick the moment.

SHOW LIVE (0:38): say the takeaway in one sentence, then play clip 01 from the Spotlight episode with Anthony and Brent (Brent is on screen). Then open Riverside or Descript and show where a moment gets picked and captioned. CHECK BEFORE SHOWING: Brent has agreed to his clip being shown in a public session. On screen: left is a raw frame from the Riverside recording; right is the finished vertical clip from my pipeline, with captions and the gold accent on key words. Detail: remove filler words; captions, because most people watch muted; the written lead-in uses the same hook as the clip. AI speeds up steps 2 and 3. Choosing the moment stays with me. Tools to mention while it is open: phone, Riverside, CapCut or Descript, OpusClip, Canva, LinkedIn scheduler or Buffer. Start free; pay only when a free plan limits you. What I leave out: the setup, inside jokes, anything a guest did not agree to share. Ready check: first line works alone, one idea, captions on, I would be comfortable if the person in it watched, anyone shown has agreed.

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The 60-second phone video

0 TO 5 SECONDS

Hook

The problem or the surprise

5 TO 45 SECONDS

Story

One real example

45 TO 60 SECONDS

Takeaway

One thing to try

Selfie camera · window light · captions on · film three at once

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Live Panel Discussion

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Keep the Conversation Going!

Slack Community

Real-time collaboration

LinkedIn Group

Connect with your peers

CxXchange Website

thecxxchange.com

Feedback Form

Help us improve!

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Thank You!

We're grateful to have you in this community.

Keep connecting, keep learning, and keep amplifying your voice! ❤

A huge thank you to Emma!