CS Leader Quick Fire Q&A: Mark Raymond @ Anything is Possible

Mark Raymond @ Anything is Possible

Tell us about your company, role and what you’re responsible for?
I’m the co-founder of Anything is Possible, a media, creative and tech agency. I head up the client management team in the agency, serving customers and overseeing accounts across the business.

What advice would you like to share for aspiring leaders looking to deliver a world-class client experience?
Make it as easy and frictionless as possible clients to work with us. Ensure consistency and quality across every touch point and interaction, with a relentless focus on delivering effectiveness. Build long-term relationships that strengthen retention over time.

Are there common pitfalls that CS leaders need to be aware of as they scale?
Consistency and foundational processes are hard to manage through rapid growth, especially across a growing portfolio, and it becomes even more important to support client success teams as the company grows.

How are you leveraging AI in your organization? What are the opportunities and risks you see?
We automate everything we can, minimizing time from our teams on repetitive tasks and low cognition work, maximizing time on high cognition work and adding expertise and value to clients.

What does the future of client service look like? What changes do you expect?
Linked to the last question: cutting out all the admin and low value tasks to our client leaders can maximize the value they add, acting as consultants to our clients. I expect more client intelligence, a more unbiased view of relationships, and continuous improvement in how teams work.