Ctrl+Shifter Podcast

EP 17: Why Great Software Still Fails to Be Adopted

February, 12, 2026

In this episode of Ctrl + Shifter Podcast, we are joined by we’re joined by Aleksandra Shamanina, Customer Success Manager in IT, to unpack one of the most common and costly-challenges in modern businesses: failed software adoption.

Aleksandra shares why even the best tools fail to deliver results-not because of technology, but because of people, expectations, and organizational readiness. Drawing from her experience working with global enterprise clients, she reveals how customer success teams can turn adoption struggles into measurable business impact.

Timestamp

00:00 Introduction

2:35 - The biggest misconceptions about software adoption

3:56 - Why adoption fails

10:11 - How Customer Success drives real business impact

14:05 - Early warning signs your customers aren't getting value

20:27 - A practical adoption framework for Customer Success

29:01 - How AI is transforming Customer Success workflows

36:09 - Final thoughts & Advice for Customer Success Manager

Companies struggle because they move too fast, they don’t take the time to prepare people for change. And that’s why they can’t see the consequences: things end up worse than before, and they have to step back and start from the beginning.

About Our Guest Speaker

Aleksandra Shamanina

Customer Success Manager at Xsolla

With over 10 years of experience working across global enterprises, Aleksandra shares practical insights into why even the most promising tools fail to deliver results. From misaligned expectations to lack of organizational readiness, she breaks down how customer success teams can bridge the gap between technology and real business impact.