Podcasts about ccos

Show Notes: In this thought-provoking episode of the Breakfast Leadership Show, I sit down with Charley, a visionary leader whose personal and professional evolution exemplifies what it means to lead with awareness and purpose. We begin by exploring Charley's roots—his upbringing in Utah, a deeply unique religious foundation, and the life-shaping mentorship of a profoundly enlightened teacher. These early experiences ignited Charley's pursuit of understanding across multiple spiritual traditions, laying the groundwork for his future leadership role as a Chief Consciousness Officer (CCO). The Rise of Conscious Leadership Charley and I delve into why organizations today need to make the shift from reactive, unconscious practices to intentional, conscious operations. As a CCO, Charley champions the integration of awareness into business strategy—helping companies move away from performative wellness and toward environments where authenticity, compassion, and clarity are the norm. We also confront a critical workplace issue: burnout. Charley shares how burnout often stems from misalignment—between values, leadership clarity, and wellness initiatives that lack true depth. A CCO's role? To dismantle those barriers and build bridges of understanding, trust, and open communication. Overcoming Bias and Reframing Organizational Dynamics Together, we unpack the dangers of preconditioning and unconscious bias in hiring and leadership. Charley underscores the value of objective insight—approaching workplace challenges without a fixed agenda, but with curiosity and humility. As I share from my own consulting work, the best transformations often begin when we ask deeper questions and truly listen to the answers. Spiritual Intelligence in the Workplace We talk about the need for companies to embrace a broader view of employee potential—including their spiritual and personal growth. Consciousness, as Charley describes, isn't a woo-woo concept—it's a powerful, untapped resource for innovation, connection, and long-term success. My Personal Story: Reducing Turnover with Intentional Listening I share a powerful story from my own leadership journey—reducing turnover at a healthcare clinic not through quick fixes, but by fostering real dialogue. When I shifted from telling to asking—Why do you choose to work here? What would you change if you were in my shoes?—I created space for honesty, collaboration, and a wave of positive change led by the employees themselves. Creating Cultures That Thrive Charley and I agree: when organizations invest in people's growth—when leaders actually listen and allow ideas to flourish—magic happens. I highlight a real example of a former receptionist who rose to lead a clinic, all because the culture encouraged growth over conformity. Charley rounds out the discussion by offering a global perspective. He believes we're in the midst of a deep, planetary shift—not just economic or environmental, but spiritual and personal. Old paradigms won't cut it anymore. What we need now are guides—like CCOs—who can help individuals and organizations navigate this new terrain with grace and resilience. What's Next: Conscious Shifts and the Future of Leadership In the closing moments, Charley speaks to the future: generational shifts, rising consciousness, and even the possibility of contact with civilizations beyond our own. It's a bold, expansive view—but one rooted in his mission to awaken humanity, one organization at a time. This conversation is a must-listen for leaders, change-makers, and anyone curious about the intersection of spirituality, consciousness, and business. Want to connect with Charley or learn more about bringing conscious leadership into your organization? https://www.linkedin.com/in/cjconsciousness/   charleypif@gmail.com   801 633 6033   Truth has no sides Book -  https://shorturl.at/Mh9Fr  

In this episode, Gartner advisor Brianna Lux and Gartner researcher Michelyne Chavez discuss Gartner's updated Toolkit: Communications Core Competency Framework and Assessment.This Toolkit enables chief communications officers (CCOs) to assess their team on competencies critical to delivering value to the organization. The discussion includes an overview of the structure and function of the Toolkit, as well as a conversation around six new competencies that are increasingly important for communicators to thrive in today's evolving business environment.Brianna Lux is a director of advisory for Gartner. In this role, Brianna partners with CCOs and communications leaders to identify, understand and advise on their challenges related to leadership and functional management. This includes strategy, org structure, budget, measurement and team development, as well as internal communications, including leader and manager comms, change comms and strategy comms.Michelyne Chavez is a principal on Gartner's Communications research team. She has experience researching corporate branding, employer branding, corporate reputation management and executive communications.

In this episode of #Hashtags, Gartner VP Analyst Nicole Greene, and Quantitative Analytics and Data Science Advanced Analytics Director Alexandra Bellis use new data to discuss how CMOs and CCOs can effectively move to a more strategic implementation of AI in order to drive growth and navigate reputation management. They explore the disconnect between widespread AI spending and measurable benefits, why productivity gains are uneven, and the importance of culture for AI adoption. This episode is a must-listen for any business leader looking to harness the potential of AI while mitigating its risks across strategic planning horizons.Nicole Greene is a VP Analyst for Gartner for Marketers who analyzes marketing strategy, trends and practices with an emphasis on artificial intelligence, content marketing and digital experience. Nicole's cross-functional work on AI helps Gartner clients who are preparing their organizations for disruption.Alexandra Bellis, Ph.D. is a director of quantitative analytics and data science on the Gartner for Marketing Leaders' Quantitative Innovation Advanced Analytics team, with expertise in survey data collection and analysis.

The future of communications is fractured, but that's not necessarily a bad thing. How can leaders navigate this new landscape where audiences are scattered, AI is advancing rapidly, and traditional playbooks no longer work? In this episode of The Trending Communicator, host Dan Nestle sits down with Jim O'Leary, CEO of The Weber Shandwick Collective, North America. With a career spanning both client and agency leadership roles, Jim brings a wealth of experience in helping brands and individuals tackle complex challenges at the intersection of business, society, culture, and policy. Jim and Dan dive into the evolution of communications and its place in the future of business. They discuss the changing media landscape, the impact of AI on the industry, and the need for innovative approaches in leadership and business strategy. Jim shares insights from his extensive career, including his time at Edelman and his current role at Weber Shandwick, offering valuable perspectives on how communications professionals can thrive in this new era. During the conversation, Jim and Dan tackle the challenges of reaching target demographics in a world where media audiences are increasingly fragmented. They examine how AI is reshaping communications strategies and workflows, emphasizing the necessity for creating opportunities and adapting to rapid industry changes. Together, they consider the future of job roles and skill sets in communications and marketing, highlighting the excitement and potential that await the profession. Whether you're a seasoned communications professional or just starting your career, this episode offers invaluable insights into the future of the industry and how to position yourself for success in an increasingly complex and technologically driven world. Don't miss this opportunity to hear from one of the leading voices in communications as he shares his vision for the future of the profession. Listen in and hear about... Our fracturing media landscape and its impact on audience reach Evolving communications skills in the age of AI and tech advancements Creating opportunities in a rapidly changing professional environment Balancing specialized expertise with multidimensional practitioner roles Excitement vs. fear: embracing the future of communications AI's role in enhancing crisis management and narrative tracking Adapting traditional PR strategies to meet modern client demands Notable Quotes On Creating Opportunities: "I always talk to people who are starting in their career and tell them the main thing is you just got to create your own opportunity." - Jim O'Leary [6:15 - 9:00] On the Evolution of Communications Teams: "I'm introducing our team and it's like the difference between that and me introducing a team 10 years ago is that it's mind blowing." - Jim O'Leary [24:46 - 26:29] On the Future of Media: "We believe in the media network effect, whether it's legacy media or meme accounts, and how it's, you know, shaping narrative in a way but much different than ever before." - Jim O'Leary [26:32 - 27:12] On the Role of Technology in Communications: "I have an ecosystem of, you know, of research tools of analysis tools of creative. Creative tools for like, for like almost no money that give me, you know, the ability to create output that just a few years ago you would need six people at an agency." - Dan Nestle [30:30 - 30:41] On the Power of AI: "I posed, I was at the table, I said how many people around here now go to either like Chat GPT or Perplexity or whatever first before Google?" - Jim O'Leary [31:48 - 33:25] On the Future of the Profession: "Be in the excitement camp, right? Be in the excitement camp. Dan Nessel was in the excitement camp in the excitement camp." - Jim O'Leary [46:41 - 48:34] Resources and Links Dan Nestle Inquisitive Communications | Website The Trending Communicator | Website Communications Trends from Trending Communicators | Dan Nestle's Substack Dan Nestle | LinkedIn Dan Nestle | Twitter/X Jim O'Leary Weber Shandwick | Website Jim O'Leary | LinkedIn Timestamped key moments from this episode (as generated by Fireflies.ai)

CMOs and CCOs dealing with a social media landscape that's more fluid than ever are asking themselves and their teams: “What's the big picture, and how do we prioritize our social media efforts?” On this episode of #Hashtags, Gartner social media expert Claudia Ratterman unpacks the complexities of the social media landscape, focusing on consumer insights and shifting behaviors. She also goes into potential TikTok ban, its impact on influencer marketing, and changes to Meta's policies that could affect brand safety.CMOs and digital marketing leaders will hear about strategies to future-proof their efforts by staying agile and informed, as well as gain actionable insights to maintain a strong social media presence and keep their marketing strategies effective.Claudia Ratterman is a director analyst for Gartner for marketers, based in Los Angeles, California. For the last 16 years, Claudia has been helping brands achieve business results by providing actionable, objective insight around social media marketing.

In this episode of #Hashtags, Gartner analyst Brianna Lux discusses how ongoing change in organizations is requiring chief communications officers (CCOs) and chief marketing officers (CMOs) to constantly re-establish themselves, disrupting their ability to influence within their networks. The discussion includes how to use best practices from the world of corporate brand and reputation management and apply them to interpersonal relationships.Brianna Lux is a Director of Advisory for Gartner. Brianna partners with CCOs and communications leaders to identify, understand, and advise on their challenges related to leadership and functional management, including strategy, org structure, budget, measurement, and team development, as well as internal communications, including leader and manager comms, change comms, and strategy comms. Her unique experience of having a certificate in Leadership Coaching for Organizational Performance, along with her 10+ years of performing improv comedy outside of Gartner, allow her to bring her empathetic listening skills, collaboration, and creative energy to every client interaction.

Learn what the C-Suite Outlook 2025 tells us about priorities for marketing and communications leaders.     Nearly all marketing and communications leaders (95%) are already using AI, but there remain concerns about AI output quality and a lack of internal expertise. How can CMOs and CCOs continue to embrace AI in 2025, and what are the top priorities for these functional leaders?     Join Denise Dahlhoff, PhD, and guest Ivan Pollard, Center Leader for Marketing & Communications at The Conference Board, to learn about CMO/CCO investment priorities for 2025, the role of AI in change management, and the continued importance of sustainability.    (01:45) Global Perspectives on AI (02:25) AI Adoption and Usage Statistics (04:45) Marketing and Communication Investments (11:04) Internal Priorities and Change Management (14:11) External Pressure Factors (17:21) Skills for Future CMOs and CCOs (21:34) Sustainability and Regional Differences   For more from The Conference Board:  C-Suite Outlook 2025: Seizing the Future  2025: A Year In Preview  Marketing & Communications Skills Needed to Win in 2025 

Unlock the secrets of crafting compliance manuals that truly work for your firm with insights from our regulatory compliance experts. Discover why using generic templates might be a recipe for disaster, and how aligning your written supervisory procedures with actual business practices can safeguard your firm's accountability and regulatory standing. In this episode you'll uncover:The top errors CCOs make with policy updates and procedural documentation. How to ensure accurate and timely delivery of Form ADV, Form CRS, and Reg BI Disclosures Regulatory filing errors that can cost you Oyster Consulting has the expertise, experience and licensed professionals you need, all under one roof. Follow us on LinkedIn to take advantage of our industry insights or subscribe to our monthly newsletter. Does your firm need help now? Contact us today!

GTM Disrupted host Mike Smart and Rod Cherkas, author and CEO of HelloCCO explore how customer success has evolved into a key driver of growth in SaaS businesses. Rod draws on his extensive experience as a customer success leader at companies like RingCentral, Marketo, and Gainsight to inform the discussion. He shares insights from his new book, REACH, and explains how SaaS companies implement this framework to fuel top-line growth and generate expansion revenue. Key Takeaways from this Episode Include:  Leveraging Customer Success as a Growth Engine  Adopting the REACH Framework  Utilizing AI as a Transformational Tool for Customer Success About Rod Cherkas Rod Cherkas is a highly regarded consultant to CEOs, CCOs, CROs, and their customer-facing leaders. He has held post-sale executive roles at several customer-centric organizations, including Intuit, RingCentral, Marketo, and Gainsight. Currently, he is the Founder and CEO of HelloCCO, a strategy consulting firm that collaborates with innovative companies across various industries to develop, execute, and scale strategies for their customer-facing functions. Rod's work focuses on improving customer retention, increasing profitability, and optimizing productivity. He is the author of the bestselling books, "The Chief Customer Officer Playbook" and "REACH: A Framework for Driving Revenue Growth from Your Existing Customers." To learn more about Rod to go - https://www.linkedin.com/in/rodcherkas/ or https://rodcherkas.com/

There are some new members hanging around the C-Suite of a lot of corporations. How'd they get there and why? Denise Dahlhoff shares her latest research unpacking the trend and what it means. The post CROs, CCOs, CXOs? The Changing Role of the CMO with Denise Dahlhoff of The Conference Board appeared first on Rattle and Pedal.

How exactly does a flute player end up building and running her own six-figure consulting business? Amy McDougal, President and Founder of CLEAResources, shares her journey from earning a BM in Flute Performance to leading a thriving legal compliance consultancy. After a chance entry into law and military service, Amy discovered her passion for preventive legal risk mitigation. She created a niche by blending the personalized approach of a lawyer with the structured frameworks of a consultant, bridging the gap between costly law firms and off-the-shelf solutions.To reach such high level clients as General Counsels and CCOs, Amy uses innovative, network-driven tactics, emphasizing direct communication over digital marketing. Her clients range from family-owned businesses to global corporations, all seeking effective compliance programs, and she compares compliance to the essential investment in physical security, highlighting its critical yet unquantifiable value. Drawing upon military lessons like followership and an abundance mindset, Amy remains a solo consultant who delivers high-quality, personalized services, and whose referrals and focus on comfort fuel her sustained growth and success.In this episode, you'll learn:How to identify market gaps and create hybrid consulting offersMarketing strategies for reaching niche client profiles (e.g., General Counsel)The power of analogy in communicating the value of preventative servicesThe importance of both leadership and followership in consultingHow to build a successful business on your own termsWant to learn how we can help you grow your consulting business? Schedule your free Growth Session Call today! www.consultingsuccess.com/grow

Listen to Part 1 of our two-part series on Common Compliance Mistakes as Oyster's regulatory compliance experts uncover how to spot, prevent, and correct the following issues:Communication Missteps: Closing the Gapsdiscover where CCOs often fall short in capturing off-channel communications such as texts and chat room interactions  gain practical measures every firm should adopt Marketing Compliance Challenges  Marketing presents a minefield of compliance challenges. In this episode we will:identify common mistakesdiscuss the importance of routine reviews and updates to your firm's marketing proceduresshare how to craft tailored disclosures in testimonials and endorsements to align with SEC requirementsoffer first-hand experiences with common issues during SEC examsOyster Consulting has the expertise, experience and licensed professionals you need, all under one roof. Follow us on LinkedIn to take advantage of our industry insights or subscribe to our monthly newsletter. Does your firm need help now? Contact us today!

In the first of a series of podcasts for and featuring chief communications officers, PRovoke Media founder discussed the various roles that CCOs play in supporting their executive leadership team at the World Economic Forum in Davos. Lenovo's Charlotte West discusses her experience at Davos earlier this year, while former WEF communications chief Adrian Monck drew on his vast experience helping to manage the gathering.

PR professionals are stepping up their game, transforming from mere communicators to strategic partners who drive business success by blending storytelling skills with essential business acumen. Today, we're uncovering the secrets to mastering this game-changing skill set, crucial for communication leaders at every career stage—from entry-level roles to Chief Communications Officers (CCOs).In this episode, we're excited to welcome Ron Culp and Matt Ragas, Ph.D., two esteemed faculty members in the College of Communication at DePaul University and proud members of the Page Society. They'll share invaluable insights from their co-authored book, "Business Acumen for Strategic Communicators: The Workbook," which is designed to bridge the gap between communication and business strategy.We'll also explore how entry-level, mid-level and senior professionals and CCOs can effectively integrate their communication strategies with business goals and tackle the challenges of today's dynamic landscape.Join us as we discuss:The necessity for young PR professionals to develop business fluency to ensure their contributions drive organizational success.How mid-level professionals can transition from tactical outputs to a more strategic advisory role.For CCOs as seasoned professionals and business leaders to enhance their effectiveness by integrating business strategy with communication efforts.The importance of continuous learning and financial literacy for strategic communicators, along with a need to build strong relationships with finance and HR to become valued partners.

Episode 240: How has the Chief Customer Officer (CCO) role evolved over time? Traditionally focused on tracking metrics, CCOs now play a proactive and forward-facing role in driving business innovation. In this episode, Caroline Lombardi, Global Head of the Hospitality & Leisure Practice at Egon Zehnder, explores the CCO role's dramatic evolution. Customer experience—no longer just about tracking satisfaction or retention—has become a valuable springboard for boosting revenue and gaining a competitive edge. Successful CCOs are skilled in holistic customer experiences, from call centers to broader operations. Caroline outlines three emerging CCO models: the Operational Leader who drives change, the Innovator who turns data into growth, and the CEO Successor who integrates customer experience into business strategies. Discover how CCOs are shaping customer interactions and guiding the strategic direction of organizations. And learn why they must adopt a growth mindset to succeed, taking on revenue-generating roles and building strong, cross-functional alliances. Guest: Caroline Lombardi, Global Head of Hospitality & Leisure, Egon Zehnder Host: Rob Markey, Partner, Bain & Company Give Us Feedback: We'd love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. Want to get in touch? Send a note to host Rob Markey: https://www.robmarkey.com/contact-rob Time-stamped List of Topics Covered: [01:10] How the CCO role is shifting from being a scorekeeper to focusing on growth and influencing innovation within companies [06:43] The toolkit successful CX leaders need, including operational accountability and having access to frontline teams [07:24] How transformational call center roles have become part of CX leadership, and the benefits of aligning call centers with the broader business strategy [15:36] What kinds of difficulties CX leaders face, such as building the right allies and driving change within organizations that may resist transformation [19:22] Why, from a recruitment lens, some people tend to downplay their job qualifications [23:39] The importance of getting customer experience into the boardroom to drive business results Time-stamped Notable Quotes: [11:56] “Move from scorekeeper to growth mindset and make sure the C-suite understands you can stretch your roles in more ways to add bigger enterprise value.” [12:11] “The best-case customer officer roles are really CEO successor-type of roles.” [15:21] “I can't emphasize enough: If you have the chance to run the contact center, don't think twice.” [16:03] “CX leaders by nature want to drive change. The score is never good enough. You're never done improving. You're never done innovating.” [19:06] “If you are interviewing for a position and you're not getting access to who you think the right stakeholders are, you should ask for it. And if you don't get access, that's a sign. They're hiding it.”

PR professionals are stepping up their game, transforming from mere communicators to strategic partners who drive business success by blending storytelling skills with essential business acumen. Today, we're uncovering the secrets to mastering this game-changing skill set, crucial for communication leaders at every career stage—from entry-level roles to Chief Communications Officers (CCOs).In this episode, we're excited to welcome Ron Culp and Matthew Regas, two esteemed faculty members in the College of Communication at DePaul University, and proud members of the Page Society. They'll share invaluable insights from their co-authored book, "Business Acumen for Strategic Communicators: The Workbook," which is designed to bridge the gap between communication and business strategy.We'll also explore how entry-level, mid-level and senior professionals and CCOs can effectively integrate their communication strategies with business goals and tackle the challenges of today's dynamic landscape.Join us as we discuss:The necessity for young PR professionals to develop business fluency to ensure their contributions drive organizational success.How mid-level professionals can transition from tactical outputs to a more strategic advisory roleFor CCOs as seasoned professionals and business leaders to enhance their effectiveness by integrating business strategy with communication effortsThe importance of continuous learning and financial literacy for strategic communicators, along with a need to build strong relationships with finance and HR to become valued partners.

In this episode of #Hashtags, Gartner analyst Kate Muhl discusses findings — including some surprises — from recent consumer research into how consumer targets and audiences in the U.S. are thinking about — and coping with — this election season. We also discuss what those findings mean for CCOs and CMOs trying to make the right kind of connection with them.Kate Muhl is an Gartner analyst specializing in cultural and consumer insights. Kate has been researching and advising on the consumer and U.S. culture for nearly two decades.

In today's customer-centric business landscape, a leadership team that truly understands its customers is crucial. Everyone on the C-Suite should be learning from one another, and challenging one another to be more customer-focused.April Oman, the Chief Customer Officer at Resilinc, brings a unique perspective to the leadership team. While her primary role is championing customer success, she's gained invaluable insights about her customers from unexpected sources—including the company's CFO. April is an accomplished customer success executive with 20 years of experience. She is known for driving results and revenue and transforming organizations to be customer-centric in a wide variety of industries and company sizesIn this installment of our "Better Business Partnering" series, April joins host Melissa Howatson to explore the powerful synergy between Chief Financial Officers (CFOs) and Chief Customer Officers (CCOs). They delve into April's collaborative experiences with CFOs, examining how this partnership drives innovation across the organization, improves operational efficiency through cross-functional teamwork, and fosters sustainable growth.Discover how breaking down silos between finance and customer success can lead to transformative outcomes and customer satisfaction.Discussed In This Episode:Strategies to nurture a strong partnership between the finance and customer teamsHow to align financial strategies with customer-centric initiativesThe number one trait April values in a CFO, and how a CFO can help a CCO be more effectiveThe value a CCO offers to CFOs and the broader C-suitePoints of friction between CFOs and CCOs, and how to overcome them

In today's customer-centric business landscape, a leadership team that truly understands its customers is crucial. Everyone on the C-Suite should be learning from one another, and challenging one another to be more customer-focused.April Oman, the Chief Customer Officer at Resilinc, brings a unique perspective to the leadership team. While her primary role is championing customer success, she's gained invaluable insights about her customers from unexpected sources—including the company's CFO. April is an accomplished customer success executive with 20 years of experience. She is known for driving results and revenue and transforming organizations to be customer-centric in a wide variety of industries and company sizesIn this installment of our "Better Business Partnering" series, April joins host Melissa Howatson to explore the powerful synergy between Chief Financial Officers (CFOs) and Chief Customer Officers (CCOs). They delve into April's collaborative experiences with CFOs, examining how this partnership drives innovation across the organization, improves operational efficiency through cross-functional teamwork, and fosters sustainable growth.Discover how breaking down silos between finance and customer success can lead to transformative outcomes and customer satisfaction.Discussed In This Episode:Strategies to nurture a strong partnership between the finance and customer teamsHow to align financial strategies with customer-centric initiativesThe number one trait April values in a CFO, and how a CFO can help a CCO be more effectiveThe value a CCO offers to CFOs and the broader C-suitePoints of friction between CFOs and CCOs, and how to overcome them

The award winning, Compliance into the Weeds is the only weekly podcast which takes a deep dive into a compliance related topic, literally going into the weeds to more fully explore a subject. Looking for some hard-hitting insights on compliance? Look no further than Compliance into the Weeds! In this episode Tom Fox and Matt Kelly take a deep dive into the question of whether a law degree is necessary for Chief Compliance Officers (CCOs).  Tom and Matt begin with a discussion of a recent compensation survey by Barker Gilmore that reveals CCOs with law degrees earn significantly more than their counterparts without JDs. They explore historical and practical reasons for this pay disparity and debate the actual necessity of a law degree for fulfilling modern compliance functions. Additionally, they identify key skills and functions essential for effective compliance and consider alternative career paths and educational backgrounds suited for aspiring compliance professionals. Key Highlights ·      The Value of a Law Degree for Compliance Officers ·      Breaking Down the Pay Disparity ·      Modern Compliance Demands ·      Career Paths and Skills for Compliance Officers Resources Matt in Radical Compliance   Tom   Instagram Facebook YouTube Twitter LinkedIn Learn more about your ad choices. Visit megaphone.fm/adchoices

The award winning, Compliance into the Weeds is the only weekly podcast which takes a deep dive into a compliance-related topic, literally going into the weeds to more fully explore a subject. Looking for some hard-hitting insights on compliance? Look no further than Compliance into the Weeds! In this episode, Tom Fox and Matt Kelly take a deep dive into some of the nettlesome internal challenges faced by many Chief Compliance Officers (CCOs) in today's corporate environment. On Compliance into the Weeds, Tom and Matt discuss the various challenges that CCOs face within organizations. They delve into stories of how senior management, particularly General Counsels (GCs) and Chief Financial Officers (CFOs), can sometimes undermine compliance efforts. The conversation explores issues such as budget cuts, restrictive vendor usage, structural impediments, passive-aggressive behaviors, and direct interference in investigations. They also consider potential solutions and strategies for CCOs to better navigate these struggles and ensure the effectiveness of compliance programs. Key Highlights: Budgetary Constraints and Sabotage Interference in Investigations Structural Impediments to Compliance Undermining by Engagement and Assignment Advice Going Forward Resources: Matt in Radical Compliance Tom   Instagram Facebook YouTube Twitter LinkedIn Learn more about your ad choices. Visit megaphone.fm/adchoices

The role of Chief Communications Officers continues to evolve into an ever more integral and matrixed leadership position. The days of being seen as the ones who just write the press releases are (hopefully!) behind us in the communications field.Yet communications professionals themselves must foster - and articulate - a clearer vision of the centrality of this role to the business. Today's visionary leaders will drive faster change and take greater ownership by positioning the communications function at the heart of revenue generation and corporate value—where it truly belongs.In this episode, we are joined by Marta Ronquillo Newhart, an experienced and distinguished communications leader. Marta has served as an enterprise leader and Chief Marketing, Communications and Brand Officer at numerous top corporations including Westinghouse, Johnson Controls, Medtronic and Boeing. Her unique and non-linear career path embraced a wealth of both vertical and horizontal growth and highlighted the urgent need for authentic and experienced communications professionals at the ultimate corporate leadership table. She demonstrates how these professionals can add financial value to non-financial assets, thus driving organizational growth.We also discuss:The evolving role of CCOs in enhancing brand equity, driving revenue, and aligning with corporate growth strategies.The benefits of embracing non-linear career paths for maximizing personal and professional growth.Essential skills and tools for communication professionals to position themselves as leaders.The importance of scenario-based planning in effective crisis management and strategic organizational preparedness.The continued resonance of diversity, equity and inclusion as a business and human imperative.

That Solo Life, Episode 254:  The Work of Diversity - A Conversation with Anetra Henry   In this Episode   Anetra Henry, Senior Director of Strategic Initiatives at the Institute for Public Relations joins Karen Swim, APR and Michelle Kane on today's episode of “That Solo Life.” Anetra is a passionate storyteller and strategic messaging guru, known for her expertise in research and advocacy for diversity and inclusion. The episode delved into a recent study, led by Anetra, "Collaborators for Change," which focused on the relationship between Chief Communications Officers (CCOs) and Chief Diversity Officers (CDOs) in organizations. Anetra shared the spark that led to the research, highlighting the importance of understanding how these executives work together, especially during times of crisis. Anetra discussed the obstacles faced during the study, including challenges in recruiting CDOs due to external factors like legislation targeting diversity initiatives. She emphasized the need for empathy and understanding in conducting the interviews, as participants shared personal stories and fears about the future of their work. The conversation also touched on key takeaways from the study, such as the importance of clear communication between CCOs and CDOs, the impact of diversity fatigue, and the need for organizations to define and prioritize diversity, equity, and inclusion initiatives. Anetra shared her personal reflections on conducting the study, highlighting the emotional impact of hearing participants' stories and fears. She emphasized the importance of empathy and the need for continued efforts in diversity and inclusion work. Looking ahead, Anetra expressed hope for the future of CDOs, emphasizing the importance of continued progress and rebranding of diversity initiatives. She discussed potential future studies and the need for ongoing support and advocacy for diversity and inclusion in organizations. This episode provided valuable insights into the complex relationship between CCOs and CDOs, highlighting the challenges and opportunities in advancing diversity and inclusion efforts within organizations.  About Anetra Henry Anetra Henry is not your typical public relations and marketing professional. She's a passionate storyteller and strategic messaging guru. As the Senior Director of Strategic Initiatives at the Institute for Public Relations (IPR), she continues to make waves with her expertise and contributions to research. Anetra's influence extends beyond her role at IPR. She's a sought-after speaker at industry conferences and events, where she shares her insights and expertise. Through her published articles, thought leadership pieces, and active participation in industry forums, she consistently contributes to the advancement of the field. Her dedication to excellence doesn't stop at the office door. She's a tireless advocate for diversity and inclusion, working hard to create opportunities for underrepresented voices and championing initiatives that foster inclusivity. Episode Timeline Introduction of Anetra Henry : 00:00:14 Spark for the Collaborators for Change Study : 00:02:21 Obstacles Faced in Conducting the Study : 00:04:21 Key Takeaways from the Study : 00:09:35 Insights into What 's Working and Recommendations for Improvement: 00:15:10 Personal Impact of Conducting the Research : 00:28:28 Future of Chief Diversity Officers : 00:34:30 Possibility of Longitudinal Study : 00:41:06 Closing Remarks and Thank You : 00:43:19 Resources: Download: Collaborators for Change Study The Costly Business of Discrimination Enjoyed the episode?  Please leave a review here - even a sentence helps. Share and tag us (@SoloPR, @SoloPRPro) on social media so that we can thank you personally! Your support helps us keep bringing you insightful content every week. Thank you for tuning in! Say Thanks to Anetra Henry! If you liked this episode with Anetra Henry, please say thanks on LinkedIn or Instagram. Listen to the episode on our website, Apple Podcasts, Spotify, Amazon Music, or on your favorite podcast platform. You can also watch the interview on YouTube here.

Welcome to another insightful episode of the IDD Health Matters Podcast, hosted by Dr. Craig Escude. In this episode, we delve into the critical aspects of health, wellness, and equity for individuals with intellectual and developmental disabilities (IDD). Our special guest, Ernest "Ernie" McNutt, joins us from the New York Alliance for Inclusion and Innovation, where he plays a pivotal role in care coordination for people with IDD. Ernie shares his journey into the field, which began during his college days working in a group home. He discusses the evolution of care coordination organizations (CCOs) in New York State, established in 2018, which aim to provide holistic care management. These organizations serve as independent advocates for individuals with IDD, helping them access necessary services and integrate into their communities. Ernie elaborates on the role of care managers in developing personalized life plans that address the unique needs and desires of each individual. He emphasizes the importance of viewing people with disabilities not just through the lens of their disabilities but as individuals with unique differences and abilities. Through stories of successful interventions and personal growth, Ernie highlights the transformative impact of dedicated care and support. Dr. Escude and Ernie also discuss the broader implications of this work, including the importance of volunteering and fostering a more inclusive society. They encourage listeners to see beyond disabilities and recognize the rich contributions that individuals with IDD can make to their communities. Tune in to learn more about the vital work being done to support people with IDD and the ongoing efforts to promote health equity and inclusion. Whether you're a professional in the field, a family member, or simply interested in making a difference, this episode offers valuable insights and inspiration.

Welcome to another insightful episode of the IDD Health Matters Podcast, hosted by Dr. Craig Escude. In this episode, we delve into the critical aspects of health, wellness, and equity for individuals with intellectual and developmental disabilities (IDD). Our special guest, Ernest "Ernie" McNutt, joins us from the New York Alliance for Inclusion and Innovation, where he plays a pivotal role in care coordination for people with IDD. Ernie shares his journey into the field, which began during his college days working in a group home. He discusses the evolution of care coordination organizations (CCOs) in New York State, established in 2018, which aim to provide holistic care management. These organizations serve as independent advocates for individuals with IDD, helping them access necessary services and integrate into their communities. Ernie elaborates on the role of care managers in developing personalized life plans that address the unique needs and desires of each individual. He emphasizes the importance of viewing people with disabilities not just through the lens of their disabilities but as individuals with unique differences and abilities. Through stories of successful interventions and personal growth, Ernie highlights the transformative impact of dedicated care and support. Dr. Escude and Ernie also discuss the broader implications of this work, including the importance of volunteering and fostering a more inclusive society. They encourage listeners to see beyond disabilities and recognize the rich contributions that individuals with IDD can make to their communities. Tune in to learn more about the vital work being done to support people with IDD and the ongoing efforts to promote health equity and inclusion. Whether you're a professional in the field, a family member, or simply interested in making a difference, this episode offers valuable insights and inspiration.

Josh Schachter sits down with Damien Howley, author of "Control Your Customer: A Guidebook for Customer Success Managers". Damien explains the concept of "controlling your customer", the STO framework for segmenting customer contacts, the importance of celebrating every win, and the value of quantifying the customer's gain from a product. Timestamps 0:00 - Preview & Intros 4:00 - Control Your Customer 5:50 - Interpreting customer experience 8:17 - STO framework 11:30 - Segmenting customer accounts and tracking engagements 15:40 - Customer happiness is over-rated? 18:40 - Celebrating every customer win as a CSM Damien has spent the last 20 years building, selling, and implementing SaaS. Since the inception of CS, he has worked to develop and refine best practices for revenue-focused customer success teams, helping hundreds of CSMs master their trade. He has served as a leader and advisor in Customer Success. "The richest relationships I've ever formed with customers have come on the heels of exceptional value delivery." — Damien Howley ___________________________

Customer success icon Nick Mehta, CEO of Gainsight, joins our hosts Kristi Faltorusso, Jon Johnson, & Josh Schachter for a candid conversation packed with insights on the evolving CS landscape. From a sneak peek at Pulse 2024 to the future of AI in CS, Nick brings his trademark wit along with wisdom on key trends like: - The changing job market and customer expectations - Aligning CS with revenue and business outcomes - Standardizing practices while keeping the human touch - Major industry moves and consolidation Get an insider's perspective from one of CS's most respected voices - with some surprises along the way. A must-listen for CS pros at any level. Timestamps: 0:00 - Preview & Intros 3:44 - Pulse 2024 at St. Customer Success 5:23 - Nick's Pulse 2024 outfit 10:20 - The state of CS in 2024 18:00 - The lack of accountability 18:53 - The term "Customer Success" is vague 22:40 - Customer Success is a part of the product 25:59 - Nick's priorities for the rest of 2024 & BS! ___________________________

The definition of communication is evolving in business. So, let's find out what that means to you! David Toushek, the founder of Everything Communications, is leading a revolution in how companies (including communications experts) think about and approach communications. A complete paradigm shift is upon us in the way we approach this most essential building block of business. Join us on episode 661 of "The Business Storytelling Show" to hear our 24-minute discussion about the topic. --- The episode is produced by Trappe Digital LLC and sponsored by Everything Communications. Enjoy this organic, unscripted conversation.

Emily Lockhart, VP of Customer Success at Percona, joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, & ⁠⁠Josh Schachter⁠⁠. They discuss the importance of value delivery in partnerships, building proactive customer relationships, utilizing AI and technology to enhance efficiency, and automating playbooks, hiring for CS roles. Kristi also explains the difference between product and customer advisory boards and their significance. Timestamps 0:00 - Preview & Intros 3:10 - Customer Success at Percona 4:30 - Customer Success Account Managers 7:07 - Breaking into Customer Success 10:55 - Fostering relationships with customers to focus on value delivery 18:30 - Prioritising High Touch & Tech Touch 22:10 - Utilizing Product Advisory Board 24:00 - Difference between Product Advisory Boards & Customer Advisory Board 27:30 - Hiring for Customer Success Roles 35:16 - Closing ___________________________

This episode first aired January 31st, 2024.  If you were on TikTok this summer, you likely saw videos of people acting out a violent death after drinking McDonald's Grimace milkshake.Marques Gartrell and Brandon Henderson are the creatives behind this campaign, which went viral and sets a playbook for how marketers can relinquish control and let their consumers take the reins on a creative idea in the age of social media.The co-CCOs of Wieden + Kennedy New York stepped into the role in September as part of a restructuring that put a trio of leadership — two CCOs and a president — in charge of each office. In this episode, they chat about running creative at one of the world's most famous agencies and tease the work they're creating for brands such as Michelob Ultra and FanDuel for Super Bowl LVIII.Listen to this episode and subscribe to Campaign Chemistry wherever you get your podcasts.  campaignlive.com What we know about advertising, you should know about advertising. Start your 1-month FREE trial to Campaign US.

In this episode of #Hashtags, Gartner analyst Amber Gallihar Boyes discusses the internal and external threats that generative AI (GenAI) poses to reputation, and the key defensive strategies CCOs and CMOs should implement to prepare. The discussion includes how to plan for the most harmful potential GenAI attacks and the urgency of establishing owned media credibility.Amber Gallihar Boyes helps equip CMOs and brand and communications leaders with reputation and brand management, crisis communications, PR and social media.

This year, half of the world is heading to the polls, making it the most significant election year ever witnessed. However, amidst geopolitical unrest, polarization, and divisiveness, these circumstances bring forth substantial challenges in managing data and information. But how can you determine if your organization is adequately prepared to tackle them?In this episode, we are joined by Rob Jekielek, Managing Director at The Harris Poll, and Eliot Mizrachi, Vice President, Strategy and Content at Page Society. Together, they offer insights into the current landscape of the communications function and its projected expansion. Central to this expansion are Chief Communication Officers (CCOs), who are playing a vital role in bridging divides with stakeholders to propel organizations forward. Join us as we also discuss:The risks and opportunities perceived by CCOs amidst economic and societal turbulenceWhy companies should prioritize investment in skill development programs over AI initiativesThe significance of dismantling politicized acronyms like DEI and ESG to re-evaluate their relevance and valuePage's CCO Outlook 2024 Research

Seth Terbeek, VP of Customer Transformation at DrFirst joins Josh Schachter & Jon Johnson to emphasize the - Importance of journey mapping and scaling - Challenges around value creation and management - Necessity of proving the value of your CS department - Importance of open-ended questions when interacting with customers Seth emphasizes failing forward, pivoting, and fostering a customer-centric mindset. Timestamps 0:00 - Preview, BS, & Meet Seth Terbeek 4:05 - Effectiveness of phone calls and texting in a business setting 7:06 - What is Customer Transformation? 11:40 - Creating a customer transformation department to increase renewal dollars 16:40 - Sharing customer information cross-functionally and centralizing information 20:44 - the need for focusing on managing accounts and addressing friction separately 26:46 - Finding the right customer experience balance 30:00 - Customer Transformation Goals 2024 32:36 - Change management and training for using Plan Hat effectively 34:10 - Plan Hat coffee and its Swedish origins 36:46 - Failing forward, creating safe spaces, and customer-centric thinking 41:30 - Recognizing areas for improvement, & customer journey map 47:06 - CS Meetup, London 48:08 - Sponsorship of Pulse event and Jess Cohen's upcoming workshop 50:30 - Closing ___________________________

Mike Sasaki, a seasoned CCO joins the hosts ⁠⁠Kristi Faltorusso⁠ and⁠, ⁠⁠Jon Johnson to discuss the complexities of engaging with executives, the importance of domain expertise, leadership's role in fostering an authentic workplace, and the significance of understanding a company's culture and core values. ___________________________ #updateai #customersuccess #saas #business ___________________________

#updateai #customersuccess #saas #business Alex Farmer, CCO at Nezasa, & Michael Forney, VP CS at Responsive join the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. They discuss: - Challenges of constant employee turnover - Aligning Sales & CS on Success Plans - Strategies for successful cross-functional collaboration - Role of AI in sharing the voice of the customer - Differentiating onboarding phases - Prioritizing customer-centric tactics - Strategic approaches to improving customer retention - Navigating challenges related to M&A Timestamps 0:00 - Preview 1:25 - Meet our guests & Solar Eclipse 6:31 - Leadership is lonely 8:35 - Challenges in cross-function collaboration 10:58 - Challenges dealing with churn, employee turnover 16:50 - Kristi shares the benefits of re-onboarding & strategies around it 22:50 - Alex shares his perspective on onboarding & non-regretted churn 24:35 - How you can tactically be customer-centric 28:20 - Responsive ---Behind the scenes 32:50 - Re-onboarding doesn't have to be free 35:35 - Identifying customer behavior 38:50 - Using AI to keep customer insights aligned across teams 40:22 - Alex shares about transitioning to an enterprise value selling motion 44:20 - How Alex 6x'ed the average contract value and boosted the win rate from 20 to 33% 45:45 - Adjusting success plans 50:43 - Closing ___________________________ #updateai #customersuccess #saas #business ___________________________

Building customer relationships is a foundational pillar of ensuring business success. Over time, as the company's business grows, maintaining this initial touchpoint with each of the customers from a widespread pool of customers serves as a challenge. Dealing with such an issue needs the backing and support of people who form a close-knit team.  Jonathan Corbin, former Global Vice President of Customer Success & Strategy at HubSpot joins Josh to have an unchurned conversation about  How Hubspot identifies different categories of customers Engaging and nurturing relationships to deliver a great customer experience Team segmentation & secrets to the motivating and progressive culture at Hubspot  Aligning cross-functionality in team “Providing customers a delightful experience is deliberate, it doesn't happen by accident. A lot of people say, - We are going to create a CS team and they are going to solve all the problems. That's NOT true." - Jonathan Corbin Timestamps 0:00- Preview & Intro 2:30 - HubSpot, as a holistic solution for GTM teams 4:27 - Fostering relations with customers across different segments 11:00 - Maintaining company culture 17:00 - Using Hubspot internally 19:00 - Aligning teams cross-functionally 29:42 - Closing #updateai #customersuccess #saas #business ___________________________

#updateai #customersuccess #saas #business Kris Sundberg, the Senior VP of Customer Success at Restaurant365 joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. They discuss how they leverage AI for predictive analysis, the potential benefits of benchmarking and data insights for competitors in the market, and the impact of COVID on their clients in the restaurant industry. Kris delves into the company's unique approach to client engagement and cost management, and the exciting new addition to Restaurant365- Mickey Powell. Timestamps 0:00 - Preview 1:20 - Josh forgets to record, Mickey joins Restaurant365 7:32 - Meet Kris 8:49 - Is having CS report to the CRO a good idea? 11:22 - Commisioning CSMs for retentions and upsells 14:14 - What does a CS Ops analyst do? 18:35 - Managing a team of 260 CSMs 21:10 - Ensuring customer enablement and engagement 25:00 - Kris rehired and outsourced work to former employees during Covid-19 30:05 - How does this outsourcing work at Restaurant365? 32:20 - Focus on Minimizing Customer Turnover and Payroll 35:00 - AI in CS 38:50 - Benchmarking customers against their competitors 42:00 - Closing ___________________________

Elisabeth Zornes, Chief Customer Officer at Autodesk joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠ to explore the challenges and strategies in articulating and delivering value to customers. Timestamps 0:00 - Preview 0:58 - BS & Intros 3:30 - How does a CCO work with customers? 4:40 - Where is Kate Middleton? 7:00 - Making the customer a success 9:00 - Articulating the value of the product to customers 13:50 - Planning customer success, measuring and assessing data 16:45 - Collecting customer data to create solid foundations 18:35 - How to use AI for customer insights & recommendations 23:15 - Best conversations for customers' success & technical success 25:40 - How to build a scalable customer success process for small businesses? 30:15 - CS This or That 32:14 - CSMs spent 33% of their time on preparing and follow-ups 36:05 - How can CSMs track and enforce product adoption? 39:50 - The future of CS 44:25 - Closing ___________________________

This week on the Expert Voices podcast, Randy Wootton, CEO of Maxio, speaks with Lihong Hicken, Co-founder and CEO of TheySaid, about her journey in the SaaS industry and her insights on customer retention. Lihong shares her experiences as a sales executive and CRO, and discusses the challenges of preventing churn and driving net retention. Lihong shares how TheySaid is pioneering a way to capture customer sentiment and unearth early indicators of churn, fundamentally shifting how companies interact with their customers for improved retention and revenue growth. Listen as Randy and Lihong discuss strategies and solutions for improving customer retention in the SaaS industry.Quotes“Every decision needs to have one decision maker. You can't have multiple decision-makers. One person needs to own it directly. And then, how do you make decisions? So, if I am a decision-maker, I make the decision. I say I want to try this new initiative. It's new, it's scary, but I want to try it. And if you or someone else wants to challenge my decision, I welcome you to challenge. But if you need to challenge me and make me change my decision, you need to come up with data that is a higher degree than mine.” -Lihong Hicken [32:51]“What we find is best in class companies are north of 90%. The idea is if you're losing 20% of your customers at the beginning of every year, you have to start over and fill that leaky bucket with that amount of revenue just to get back to where your starting point was before you start to layer in new logos. And with the SaaS model, the idea is you get a customer, you keep a customer, customers for life, you hopefully have them. And that's measured in terms of gross retention. And then you were alluding to another metric. Net retention is where you get to grow them. They grow either by buying more seats or they're buying more products or they're division hopping.” -Randy Wootton [10:20]Expert Takeaways Refocusing on Retention: Retaining customers goes beyond simply delighting them; it requires ensuring that they are receiving tangible value.The Reactive Nature of SaaS: The industry's approach to churn involves waiting and responding to declining product usage, which Hicken argues is inherently flawed.Insights Over Usage Metrics: Listening to customers' voices to predict churn risks and growth opportunities before they manifest in usage data.Ownership and Decision-Making: A clear ownership of the gross retention metric and decision-making based on hierarchical data can drive better retention strategies.Voice of the Customer: Implementing journey-based, personalized questions can give companies an edge in uncovering true customer needs and mitigating churn risks.Timestamps(02:50) Lihong's journey to the US and starting in sales(08:38) The leaky bucket problem and the importance of retention (15:49) Customer delight does not equal renewal, value does (22:38) Use automated personalized questions to uncover churn risks (29:25) Decision-making dynamics and the challenges of multiple decision-makers (32:47) Clear decision-making authority and data-driven decision-making (33:23) The four levels of decision-making: customer data, expert views, team experience, and personal experience (34:35) Engaging in data-driven conversations when making decisions (37:27) CCOs need to be proactive and strategic in driving adoption and preventing churn (38:17) Challenges in the CCO role: CCOs often adopt a team-based decision-making process Links

Jill Sawatzky, the Chief Customer Officer at Thought Industries joins Jon Johnson and Josh Schachter, as they discuss the impact of rotating leaders within an organization aiming to gain empathy and cross-functional skills. They also explore the importance of in-person customer interactions and continuously enhancing the customer experience to meet evolving business needs using digital CS. Timestamps 0:00 - Preview 1:22 - BS & Intros 3:22 - Meet Jill 4:50 - Merger of Totango & Catalyst 5:55 - Josh pokes fun at Jon 7:53 - Do less, better together 11:53 - Communicating customer requirements to the product team 14:55 - One-to-many high tough digital CS 16:45 - Technical investigations team saves CSMs from burnouts 21:21 - Here's what CSMs need to focus on 23:30 - Meeting customers in-person 32:15 - Rotating leaders to understand customer needs better 35:43 - Benefits of having a support leader doing customer education 39:30 - Jill's experience executing the rotation 45:17 - Closing ___________________________

 In today's episode of the Oyster Stew podcast, Oyster experts Len Derus and Tim Buckler delve into a crucial topic: Regulatory expectations and observations regarding cyber risk management. Learn more about the responsibilities of Chief Compliance Officers (CCOs) and what the regulatory focus on cybersecurity means for compliance programs.   Join us as we examine the key insights from FINRA's  annual report, new SEC rules, and the implications for wealth management firms.Oyster Consulting has the expertise, experience and licensed professionals you need, all under one roof. Follow us on LinkedIn to take advantage of our industry insights or subscribe to our monthly newsletter. Does your firm need help now? Contact us today!

#updateai #customersuccess #saas #business Sarah Parker, SVP, Global Customer Success at BetterUp joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. They discuss the need for a transition from high-touch to low-touch customer interactions and the mindset shift required for CSMs for a self-service approach. Timestamps 0:00 - Preview 1:02 - Josh's childhood bedroom & Men need pillows 2:36 - Wish Jon a Happy Birthday! 4:15 - Meet Sarah Parker & Learn about BetterUp 6:42 - How coaching equips leaders to navigate challenges 10:30 - Challenges at BetterUp 13:00 - High-touch approach for customer success 14:40 - Challenges despite a high NPS 18:18 - Services offered by BetterUp 22:04 - Mindset transition from a service provider to a partner 25:15 - Augmenting CSMs & enabling customers as platform owners 29:10 - High demand for low-touch models faces resistance. 31:45 - Articulating worth for maximizing impact 33:54 - CSMs are trained to be a superhero 35:33 - Transitioning from UiPath to BetterUp was personal 37:35 - Wrap up! ___________________________

Unchurned is presented by UpdateAI Carie Buchanan, the Chief Experience Officer (CXO) at Popmenu, participates in CS & BS conversations with the hosts Kristi Faltorusso and Josh Schachter. They discussed the technology landscape in Atlanta and Carie's experiences while working at big companies like Google, Microsoft, Salesforce, and ERPs. The conversation covered various topics, including the evolution of customer success roles at Salesforce, how Carie's consulting background led her to leadership in the tech industry and much more. Timestamps 0:00 - Preview 1:17 - Weekend Highlights & Intros 4:46 - Tech landscape in Atlanta 7:03 - Popmenu 9:45 - Listening Strategy & Customer Feedback 11:55 - Kristi's obsession with consultants 13:10 - Consulting mindset for problem-solving and success 17:00 - 3 skills Carie picked up from her time in consulting 19:05 - Feedback on customer requests vs. software innovation 21:50 - Balancing leadership and contact with individual contributors & customers 24:55 - Setting up governance models 26:50 - Gaining insights from skip-level meetings 28:22 - Dealing with the conflicting perspectives of employees and customers 29:50 - Why Salesforce did not choose to dominate the CS industry - Running Customer Success from Salesforce 34:50 - Kristi's She's So Suite Podcast 39:20 - Forming a CS team to manage your customer base 43:35 - Customer Success Roles and Responsibilities 45:00 - The interplay between Account Managers and Customer Success Managers 47:00 - Closing ___________________________

[00:00:00] Larry Lincoln: And I had some good mentors along the way. My very first supervisor in the military, his name was Charles Benton. I'll never forget him. He told me, he said, look - there are keys to success. You want to be professional. You don't have to know everything, but if you don't know it, be willing to find out and always be available, turn situations into not a no, but try to find win situations for people. [00:00:24] Larry Lincoln: And those are the things that have always stuck with me. +++++++++++++++++++++= Tommy Thomas: My guest today is Larry Lincoln. Larry and I have been friends for, I don't know, 15-20 years.  Larry, do you recall our first meeting? [00:00:35] Larry Lincoln: Yeah, I think it was back when I was still in Colorado Springs at one of the ministries there. So yeah, it's been about that length of time. [00:00:44] Tommy Thomas: And I remember when we had dinner, you and I, and your wife, and like my friend Bo Patton, the football player at Vanderbilt told me when he met me and my wife, he said, Tommy, you out kicked your coverage. And so, I'm going to say having had dinner with Dixie, you definitely out kicked your coverage in that merger. [00:01:03] Larry Lincoln: Amen, brother. So true. So true. [00:01:06] Tommy Thomas: Larry's been into the Communications and Public Relations field I guess his entire adult life. And that's one of the reasons I wanted to get him on the call. We'd say we've known each other a long time. I've watched his career. He is currently working with Compassion International. He'll tell us a little bit about his work there, but Larry, take me back to your early days.  What two or three experiences do you remember from childhood that made you into the man you are today? [00:01:32] Larry Lincoln: Wow. Yeah, my childhood was a little atypical, Tommy, not the standard one. As a kid my parents weren't together. They split up when I was a young age, and they did one thing other than having us, but what they decided is they knew that things weren't going to work, and they wanted the kids, there were three of us at the time, to be in more stable homes. I was born in Martinsburg, West Virginia, and my folks sent me up to live with grandparents in Newcastle, Pennsylvania, a little town outside of Pittsburgh. And growing up there, man, it was so special because my grandmother was a God-fearing woman. We called her Mother Mary, but she was the one who just embraced me. [00:02:14] Larry Lincoln: I'll never forget as a three-year-old, I remember sitting on the floor learning to read with blocks. She was just so invested in my life. And so, growing up together in that home and having her just pour into me was something I'll never forget. She was just a godsend. She was ahead of her time. She was very into trying to shape and mold me into being a godly man. She always used to tell me, I'd ask her as a young kid, Mother Mary, what do you want me to be? And she said, son, love the Lord and be a good man. And that was all that she ever asked of me. So, remembering growing up in that home, growing up in our neighborhood, the church was called St. John's United Holy Church. And she made sure that as a youngster, I was in that church and that was like an extended family for me, they were so close and so nurturing and loving and then finally entering the military. I think the military was easy compared to growing up in Mother Mary's house. [00:03:10] Larry Lincoln: The military that esprit de corps, that structure, that being a part of something bigger than yourself, that really appealed to me. So those are a few experiences, I believe, shaped who I am today. [00:03:24] Tommy Thomas: How'd you get from high school to the military? Was there a big decision mark there? [00:03:29] Larry Lincoln: No what it was I went off to college following high school for a brief period of time, about a year, but my grandmother was ill during my college, my high school time. And so, I finished school and was taking care of her. And I wanted to stay nearby. I was a baseball player for a time, and I really wanted to play baseball in college. I had a brother at that time who was in the Air Force over in Hawaii and he was doing well, but I couldn't leave her. So, I decided to stay close to home and take care of her and go to a local college there, West Minister College, in New Wilmington, Pennsylvania. [00:04:05] Larry Lincoln: But then she passed. And then, as a youngster with all that stuff going on, and then of course, college getting expensive and stuff, I said, I wanted to take a break. And my brother was doing well in the military. And I said, oh, let me give that a try. So that's how I got into the military. [00:04:21] Tommy Thomas: Is that how you got into public relations and communications in the military? [00:04:25] Larry Lincoln: Yes, absolutely. I spent 22 years total in the Air Force and for the lion's share at that time, I was in public affairs, which was public affairs is the military version of public relations, I went to journalism school, and learned to write. I went all the way up through the ranks and held every job in communications, in media relations, community relations, planning, crisis communication, all that great stuff. And so, they give you a well-rounded education. That's how I got my start and I've been doing it ever since. [00:04:56] Tommy Thomas: So, what do you remember about the first time you had to manage people? [00:05:00] Larry Lincoln: Wow. I'll tell you in the Air Force, one thing about it is they send you, they give you a lot of training. So, you go to leadership school and all these things. I went to all those. They give you the theory of what you should do as a leader and how you should lead people. But when you step into that role for the first time, and sometimes some of the people around the same age as you. And you're being called to have responsibility and lead. It was terrifying at first because, wow, can I do this? But then at the same time, knowing that they had prepared you well, they trained you well, it was a matter of just stepping into that role with confidence and learning along the way. [00:05:40] Larry Lincoln: And I had some good mentors along the way. My very first supervisor in the military, his name was Charles Benton. I'll never forget him. He told me, he said, look - there are keys to success. He said, you want to be professional. He said, you don't have to know everything, but if you don't know it, be willing to find out and always be available, turn situations into not a no, but try to find win situations for people. And those are the things that's always stuck with me. [00:06:08] Tommy Thomas: Of course, I know a lot of the stuff you did in the military might be classified, but are there any crisis management stories you could tell that that turned out well? [00:06:18] Larry Lincoln: Do we have time? Tell me, one of the things is, yeah, I've been involved in enumerable crisis situations in the military and out of the military, and I think that they provided a tremendous platform for understanding what happens and how to respond. I learned early on that you are either in a crisis, getting ready to go into one, or you're coming out of one.  So, planning and preparation are key! [00:06:31] Larry Lincoln: Things like that. I've been involved in everything from plane crashes, the bombings, the Khobar Tower bombings, the Payne Stewart plane crash. A lot of different crisis situations, natural disasters, hurricanes, and things don't just happen. One of the things that I learned in that situation is that you're either in a crisis, you're getting ready to go into one, or you're coming out of one. [00:06:54] Larry Lincoln: And so, preparation and planning becomes really key. [00:06:57] Tommy Thomas: I remember the Payne Stewart crash and, knew a little bit about his family. What do you remember about that? [00:07:05] Larry Lincoln: I remember it was a national media situation where, if you recall, that plane was just drifting out there, and it was all over the television.  It was a very tense situation, and we didn't have a lot of answers because, at that point in time, we had to wait for some things to happen. But I remember just being captivated just like the rest of the world with that situation and being intimately involved in responding. I was at NORAD Space Command there in Colorado Springs at the time, and NORAD had those jets that were actually tracking and tracking that and were sent up to intercept that and let it play out. So, it was a really interesting situation. It was heartbreaking, but that's the level of crisis and things that we became used to in the military career. ++++++++++++++++++ [00:07:51] Tommy Thomas: Let's go to the nonprofit sector. Because you've spent some time with some good organizations in the nonprofit world. How does a nonprofit preparedness compare with the military level of preparedness for emergencies or crisis? [00:08:04] Larry Lincoln: Generally speaking, I think that the federal government and the military, of course, it's very institutionalized and sometimes in the nonprofit community we don't know what we don't know. And many times, organizations get caught flat-footed, but I think there's a lesson to be learned there that, like I said, if you go back to what I said earlier, that cycle, you're preparing to enter a crisis. You're in a crisis or you're coming out of one.  If you look at that, and that as a constant, it allows you to look at situations that you can prepare for. [00:08:35] Larry Lincoln: You can think about your vulnerabilities, and that's one of the things senior communications folks have a role, especially in PR being able to look out and forecast for an organization, what the environment looks like, what some of the risks and threats. I think we all have the ability to do that. [00:08:52] Larry Lincoln: It's just the consciousness and the intentionality of being able to plan. Nobody likes to be in that situation, but I think during those times when we're not, we should use those as opportunities to really look and get a good sense of our environment that we're operating in threats, risks, et cetera. [00:09:13] Tommy Thomas: In an ideal world, what's the role of the Chief Communications Officer? The Chief Communications Officer serves as a trusted advisor to the CEO in addition to serving as a brand ambassador and guardian of the organization's reputation. [00:09:18] Larry Lincoln: The Chief Communications Officer serves as a trusted advisor. They're responsible for key functions, such as advising your CEO, upper leadership on communication, engagement, goals, strategies, and issues. Coaching for top executives, strategic communication, engagement, planning, serving as a brand ambassador and guardian of organizational reputation. A lot of times I'd like to say that the individual who holds that role is also the conscience of an organization. They also foster visibility, and understanding of the operational objectives. One of the things that I think is really key to anyone in a communication role is understanding the business, and that's chief communication officer needs to understand the business, how it works, and the objectives in order to effectively communicate to external and internal audiences. [00:10:07] Larry Lincoln: And so bottom line, you'll want to serve to ensure organizational messaging, consistency to all of an organization's audiences, and that can be an umbrella function that covers things like corporate communications, media, relations, issues, crisis, reputation, and reputational, internal communications, things like that. [00:10:28] Tommy Thomas: What do you mean by the conscience of the organization? [00:10:32] Larry Lincoln: Many times, communicators, if you're really looking out at the landscape and understand your stakeholders, your publics, the people that you're working with. I like to take an attitude of if I'm a community serving in the senior communication function, and a lot of time operational decisions are made, I like to point out to senior leaders, you think about having an empty chair in that boardroom where you are and consider that empty chair being occupied by some of your stakeholders, be it the public, be it a donor. Be it an advocate. How would they feel? How would they react to what decision you're making? And many times, organizations think about how they operate, but they don't think about pulling the curtain back and having other people who are not in the organization understand how they operate. [00:11:21] Larry Lincoln: They take it for granted sometimes. So, if you use that approach and think about that empty chair and put a key audience there, how would they react? That's being a conscience and really thinking through the decisions and the postures that we're going to take because ultimately at the end of the line, those are the people that we're impacting. So that's what I mean by being a conscience and I think I'm a firm believer that organizations pretty much communicate how they operate. It just happens naturally. So, if you don't really think about those things, you're going to communicate in a vacuum and then try to play catch up to help key audiences understand what you really mean, what your heart is. [00:12:00] Tommy Thomas: Here again, in an ideal world, should the Chief Communications Officer sit on the cabinet, be on the same level as a CFO, Chief Information, or Chief Marketing Officer? [00:12:10] Larry Lincoln: Absolutely. It's vitally important that the Chief Communication Officer have that same type of relationship, a very close relationship at the top of the business, such as the CFO, the Chief Marketing Officer, and I'll tell you why. The CCO has to ensure continuously open and timely communications channels. There are a lot of things that impact an organization these days. A 24/7 news cycle that requires immediate response. The importance of reputational management and organizational branding. The need for alignment and integration of messaging throughout the organization. You talked earlier about crisis situations, the need for proactive and immediate crisis communication response. There are a lot of studies out there about chief communication officers. But there's one that talks about organizations with CCOs reporting directly to the CEO has the greatest alignment between corporate objectives, communications, and all activities. [00:13:10] Larry Lincoln: That involves engaging key stakeholders. Yeah, it's vitally important to have that direct peer relationship with some of those other C-Suite executives. [00:13:20] Tommy Thomas: You've done the communications piece and you've been Director of Public Relations. In broad terms, what's the difference between those two functions? I'll give you the definition of what PR is. It's the management function that establishes and maintains mutually beneficial relationships between an organization and the public on whom its success or failure depends. [00:13:27] Larry Lincoln: In broad terms, there's a lot of overlap, and think about the Chief Communications function, corporate communications, things like that as the umbrella. Typically, in the world that we live in now, public relations and I'll give you the definition of what PR is. It's the management function that establishes and maintains mutually beneficial relationships between an organization and the public on whom its success or failure depends. In our current framework of things, typically PR folks deal mostly with media engagement, and things like that. But they also reach beyond that to work with publics and organizations, publics and develop and maintain those key relationships. [00:14:08] Larry Lincoln: Think of the Chief Communications Officer who is developing the strategy. About how an organization communicates with all of its stakeholders and the PR function as executing that strategy for some specific audiences. [00:14:21] Tommy Thomas: Okay. I guess when you started, we didn't have a 24-hour news cycle or if we did, it was young.  How have you seen that impact communications, in general, and the effectiveness of corporate communications? [00:14:40] Larry Lincoln: It's definitely a challenge because there are a couple of challenges related to that. You're right in the past we did not have that 24/7, but with the proliferation of social media, it becomes an even greater challenge because now you have unvetted unfiltered experts on social media. One of the challenges of social media is that you now have unvetted, unfiltered experts who, on occasion, are sowing disinformation or misinformation.  That presents a challenge to the audience. [00:14:57] Larry Lincoln: Who rightfully in some cases maybe get it wrong, but in other cases are sowing disinformation or misinformation and so that becomes a challenge for our audiences because they're consuming this and some of them are very selective on what they consume. So, we have to really understand our audiences in many cases. We develop personas of different folks that we want to reach and understand where they get their information so we can tailor communications to get to them in a timely fashion. It's a huge challenge now because way back when we had three major networks, and they were respected. The news was then broadcast in a certain way, and now today with the proliferation of mass media, and social media, it's a huge challenge. [00:15:42] Larry Lincoln: And it makes us be able to want to be able to respond much more rapidly and be prepared. And that's why preparation and understanding audiences become so much more important. [00:15:53] Tommy Thomas: What is the biggest trouble a CEO can get into using social media? What are the downsides, maybe? [00:16:00] Larry Lincoln: Not understanding social media. And I think social media is a ripple. It should not be seen as something to avoid. Not at all. And there are some CEOs who just, I've heard of some who just refuse to engage in that. And they have to think of that as another key communication channel. They, just like you'd use media, just like you use internal, you have to plan for it. And so not having a plan, not understanding who the audience is, not really mapping out and being clear what you want to say and what you want them to do. Ultimately, everything that we do with communication, we want to move people. I tell people we want to move them along a continuum of awareness. Understanding acceptance and then commitment, and that's especially true in the nonprofit realm. You want to make people aware of what you do and why you make a difference in this cluttered world with all these different agencies that are doing many the same thing. And competing for the same audiences. why are we different? What's unique about us? Maybe we need to help you understand more about what we do and why it matters to you. Then you move them along that continuum to understand how it impacts them. What's in it for them? And then get them to accept and then commit once you can get them to that stage, then you can move them along and you can get them to do pretty much anything. But social media, I think you have to look at it as another channel that needs attention. It needs constant feeding of the beast, so to speak. You can't go dark. You can't start it and then just go dark and let weeks go by. You have to continue to talk. And it's like having a conversation at a dinner party. [00:17:36] Larry Lincoln: How many people would talk to you if you had something boring to say or nothing really meaty to say, and you just stop talking? They'd find somebody else to talk to. So, it's just another channel that needs to be harvested, invested in really intentionally worked with. +++++++++++++++= [00:17:54] Tommy Thomas: Oh, what kind of counsel are you giving young people today who think they might want a career in communications? [00:18:00] Larry Lincoln: I think the traditional liberal arts is always good. English, journalism, things like that, but also supplemented by finance and organizational management courses. The reason being it goes back to what I said earlier. The Chief Communications Officer must know the business – they must know what keeps the CEO up at night. [00:18:12] Larry Lincoln: I really think to be truly effective communicators have to know the business. They have to be able to know what keeps the CEO up at night. They need to be able to read the balance sheet. They need to know how we operate, because if you don't understand those things, how can you effectively communicate to key stakeholders? And so, I think those are key things, and I think to start out to begin their career, it's always helpful to start out in some writing capacity, I believe. Writing is the foundation of all communication, to be able to present ideas in a logical manner that's easy, that's understood to your audiences. I believe that to be the foundation. And then just moving through, like I said earlier, getting your experience in a lot of different areas. But I think those are some of the foundational elements for someone who desires to enter this field. [00:19:02] Tommy Thomas: Let's move over to team leadership a little bit, because most everything gets done in the context of a team.  Tell me what's the most ambitious project you've ever tackled with a team and how did it come out? [00:19:14] Larry Lincoln: I think that would be at an organization later in my career, a ministry organization. And this organization was a long-standing one that had a lot of different members for a long period of time. And over time, the members had started feeling like the organization had fallen behind and wasn't as relevant. And we had just built a communication and engagement department, and our job was to help communicate the new changes and new strategic direction to really make a difference to those key stakeholders. And so that was very ambitious because it had never been done before, because they had been so used to doing business the way that they've always done it.  It required some rebranding, reinventing the organization, and really modernizing it, and helping to show that it had value to to a newer audience. And so, rallying the team around that was easy because as a newly formed department, it was our opportunity to show what we could do and the value we could bring to the organization. So, we developed a strategic communication plan, a change communication plan for the organization internally, as well as an external plan that had a lot of different milestones to show people that how we were changing and what value we brought and so it turned out very well. [00:20:35] Larry Lincoln: We did some surveys after the fact. We had worked with another marketing company that assisted us and we found that the change in positive sentiment over that time from the time we started that campaign had really significantly increased. So, it was really, it turned out well for us. It proved the value that a strategic communication and engagement approach can have for any organization. [00:20:58] Tommy Thomas: If I could have sat down with your team, I guess during that or after that, and I asked them two questions, I said, first question. What is the most rewarding thing about working with Larry Lincoln? What would they say? And then if I said, what's the toughest thing about working with Larry, what would they say? [00:21:16] Larry Lincoln: I would hope they'd say the most rewarding thing is giving them the room to grow and to do whatever it is that they've been asked to do. I think a key recipe for success is not simply giving people responsibility, but giving them support, the resources, and authority to get done what they need to get done. And I try to do that. I try to empower folks. I think probably the toughest thing that they'd probably say about me is, and I think I learned this from the military too, is I will ask questions. And if I hear an answer that I don't think was well thought out. I'll continue to ask more and more questions and dig and drill down to the root cause. And I think sometimes that could be a little uncomfortable, but I think it's necessary so that we can really get to the bottom of what we need to do. [00:22:04] Tommy Thomas: You've served under a lot of good leaders and certainly currently now are serving in a great organization. As you look back over these leaders including the military people, what's the most defining leadership behavior? [00:22:18] Larry Lincoln: Oh, being accountable, being open, being transparent. I'll never forget. I was at one ministry in particular, that focused on senior leaders in the business world, CEOs. And this one CEO in particular told me, he gave me this story about how he was faced with some layoffs at a plant, I believe it was back in the Northeast. And he was the CEO, and he could have sent his senior HR folks to do that. But first of all, he felt that he needed to own it. So, this guy got on a train and went to that business location and personally met with every individual and thanked them for their service while he was giving them their severance packages, things like that. Whatever you must do eventually – Do it now! He owned it. But he also told me, he said, that whatever you've got to do eventually, do it now. And so that type of behavior was very much appreciated. He stepped into the problem, he owned it, he didn't delegate it to somebody else, the tough stuff. I have a tremendous amount of admiration for leaders who own that and realize it, and step up, and don't shirk or shy away from the moment. A leader must be willing to lean into the tough times and own them. [00:23:26] Larry Lincoln: There are a lot of tough calls in leadership, you know that. But I think as leaders, we've got to be willing to lean into the tough times and also to own it. And so that's a really good leadership example that I've seen. And then other leaders who give you the opportunity to grow and aren't afraid to be challenged and ask questions, things like that. [00:23:50] Tommy Thomas: What is the most dangerous behavior that you've seen to derail some leader's careers? [00:23:56] Larry Lincoln: Personally, I think I've seen some who want to be the smartest person in the room and don't want to take advice. And I think the perfect example of leadership is servant leadership. We're humble. We're placed in positions not because of how special we are, but because that's where we've been assigned at that moment in time. That's by the grace of God. And so leadership is something to be held and cherished and to nurture and not to be taken too seriously, in my opinion. And so I think sometimes the traps and leadership can be that we think that we've got it, we'll make the decision and we may tune out some really good advice because we think we may know better, I think being flexible, being adaptable, being open to feedback, and sometimes even criticism is the way to go because you want to surround yourself with wise counsel. [00:24:45] Larry Lincoln: And maybe not listening to that wise counsel. Having said that, if I may say for a moment, you were talking about communications thing. And that's 1 of the things I think that in leading communication and having the place of communication in any large organization, sometimes leaders make the mistake. I've seen it in the past of not listening necessarily to their communications folks. Not really involving them early in the process more so like a break-the-glass moment when something goes badly. If you involve the communicators early in the process, they can help develop a really good operating and communications plan. [00:25:26] Larry Lincoln: And then in the Bible, I think it's in Matthew, we talk about where a prophet has no honor in his own country. Sometimes the same holds true for folks inside the organization, not listening to them and being more prone to listen to consultants and things who may come in, but when there are people who are close by who know the operation inside and out and are closer to it. [00:25:51] Tommy Thomas: I was on the phone earlier today with a guy from the Barna organization. And we were talking about generational differences. We have a podcast coming up on that topic. And have you noticed any as it relates to communications, how you communicate with different generations in the workforce? [00:26:08] Larry Lincoln: Absolutely. Absolutely. And I think paying close attention to those differences will help you understand because one size does not fit all just like one size does not fit all for separate audiences that you want to communicate with. You have to understand that the internal force represents an audience as well. There are different people that are in different stages of their lives. They come in with different opinions, different wants, and desires. And I think it's helpful to understand how best to motivate and lead them. You have to know those differences and know how people want information presented to them, how they want tasks assigned, how they want opportunities to grow, and it's going to be different along generational lines. [00:26:51] Larry Lincoln: Some people will need more instruction and more by the book. Some people just say, give me a problem, and let me figure it out. And you've got to be willing and comfortable with that because that's how you can get the best out of the different generations working together and playing on their strengths. +++++++++++++++++= [00:27:10] Tommy Thomas: I'd like you to respond to a few quotes here. The first one, Ross Hoskins of, I  forget the ministry, he leads some down in South Florida says “Surround yourself with people who know you better than you know yourself and will tell you the truth out of love. This is how we grow.” [00:27:30] Larry Lincoln: I agree. 100%. I think that goes back to what I said a few moments ago. We all have blind spots. We all have weak spots. And those people that you trust, that know you well, can speak into your life and pull you aside and say, hey, I think you might have got this a little wrong. [00:27:47] Larry Lincoln: You have to be willing to take that feedback, because they're speaking in love. People who love you and know you are going to be able to have that open dialogue with you and you benefit you only grow from that. And yes, I would definitely want to surround myself and I try to do that with people who know me well, and I can go to in a tough time and say, hey, what do you think? And sometimes I don't like what they say, but I accept what they say, because I know that they've got the right spirit, the right heart. And they're going to tell me exactly what I need to hear at that moment in time.  [00:28:20] Tommy Thomas: Here's one back to our topic of communications from Peter Drucker. “The most important thing in communication is to hear what isn't being said”. [00:28:30] Larry Lincoln: Yeah, most communication takes place on the nonverbal plane. I think studies show it's an alarming percent, probably more so like 67% I think it is, of communication is nonverbal. And so that's very clear. It's very true. That's one thing, for instance, when we're doing media training that comes out, that's one of the places that it really comes out. [00:28:52] Larry Lincoln: If you're media training someone, there are certain nonverbals that will contradict what you're saying. And so, you have to be very keen and understand that for instance, if someone's asking a question that you don't agree with and you're nodding your head, yes, but you're thinking, no, what's going to be communicated is the action. [00:29:11] Larry Lincoln: Yeah, that's very true. And another important thing about communication, I'll go a little bit further than Drucker's quote is assuming that it's actually taking place is a two-way street. And communication doesn't really take place until someone takes an action based on the information or message that you've shared. [00:29:30] Tommy Thomas: One from Booker T. Washington, “Success is to be measured not so much by the position one is reached in life as by the obstacles he has overcome”. [00:29:40] Larry Lincoln: Yes, I would agree with that as well. I think when you look back to my own personal story, humbly, like I said, it all comes back to that three-year-old kid who was sent to live with grandparents. When I look back, my wife and I were talking one day and I said, I felt like I could be doing so much more. This was a time when I was just sitting around and thinking about things that I wish I'd done or wanted to do. And she said, oh no, she said, look at and think about where you've come from. Think about where you started and think about some of the things that you've had to overcome. That's the success. The success comes in the journey, not the position that you end up in, but what you've had to overcome. And by the grace of God alone, there are many things that I can look back and call them successful simply by enduring. [00:30:28] Tommy Thomas: This quote from Dr. King probably parallels that. “The ultimate measure of a person is not where they stand in moments of convenience, but where they stand in moments of challenge, moments of great crisis and controversy.” [00:30:42] Larry Lincoln: I think that echoes something that my grandma used to tell me. She would always say that you can tell what's in a person and how they respond to when things are going badly. Everybody can respond well to good times. But what do you show forth when you're going through the tough times? What's inside of you is going to come out. And so if we have something that shows forth in us it should be the love of Christ. It should be that character that's imbued within us from having a walk with him. And so, understanding that's what should come forth in times of crisis and in times of difficulty, it doesn't mean that we enjoy them, but we know that we can get through the other side. [00:31:22] Tommy Thomas: Here's one from General George Patton. “Never tell people how to do things. Tell them what to do and they will surprise you with their ingenuity”. [00:31:32] Larry Lincoln: Amen. That goes back to the example of the different generations. I've always believed that, and I think that's something that was echoed and taught to me early on. That's one thing that I've tried to model is not trying to tell folks what to do or how to do it, rather give them a problem that needs to be solved and they will surprise you with their talent and ingenuity. People don't want to be micromanaged. People don't want you looking over their shoulder. They want to be given the freedom to grow and to express themselves. And so I believe in that as well, giving people an opportunity and encouraging them along the way. Really speaking life into that situation, they will surprise you. They'll probably come up with a better solution. And then when, especially in a group setting, all of us are so much better than just one of us. Think about all the different experiences, and the different talents that we bring to a group situation, and think about all the different options. So you have to be willing to encourage that and listen and put the best of us forth. [00:32:32] Larry Lincoln: So yeah, I think that's a great quote. [00:32:35] Tommy Thomas: This is a kind of a funny one, but I think it has a lot of truth. “The only person who likes change is a baby with a wet diaper”. [00:32:47] Larry Lincoln: That's a good one. I've never heard that one. I think you're right. I think change is hard. We get comfortable situations. People hate change. And I think sometimes organizations resist change. [00:32:59] Larry Lincoln: We've all seen organizations who will hire consultants to come in and give us their best guess and we'll get a binder and it'll sit on that desk somewhere in order to gather dust because nobody really wants to put the energy and into change. But change is necessary. Change happens all the time and every situation is changing around us. [00:33:19] Larry Lincoln: I find that it's best to embrace change. It's best to look for change. Not just change for change's sake but realizing that the landscape can never be constant. It's not going to stay the same. So, if we can anticipate change and then use it to our advantage, I think it doesn't have to be dreaded. [00:33:37] Tommy Thomas: Yeah, staying with change for a minute and thinking of technology and your profession, what technological advancement has, impacted the field of communications, either for better or for worse? [00:33:50] Larry Lincoln: It's happening right now with AI. The advances in AI are staggering. There's a tremendous opportunity, but there's also tremendous risk. One of the things for communicators is developing ethics on how AI is used because there are some downfalls with regards to bias with things like that, because it encompasses a lot of existing knowledge. It's not necessarily creating knowledge. It's synthesizing, and then it's learning. [00:34:19] Larry Lincoln: And the information that's come before, there has to be an ethical framework in how we use it. That is probably the largest challenge, the biggest, most significant challenge that communicators have, is the use of AI. You look around us right now, we're seeing examples of deepfakes, things like that, that are popping up. And those things, especially when you're using them in a social media context, it's hard to tell the difference. And so, it can have the ability to change perceptions of right and wrong. Communicators and corporations must understand AI. They must understand the ethical challenges and must develop frameworks and how we're going to use the tool. [00:34:59] Larry Lincoln: It's like any other tool that can be used correctly, and it can be used incorrectly. [00:35:04] Tommy Thomas: AI, I guess we referenced a little bit earlier that corporate CEOs shouldn't be afraid of social media because it's here to stay. I think the AI piece is already out of the genie's bottle. [00:35:18] Larry Lincoln: I will tell you that is correct, but there are those that are doing things about it. For instance, the Public Relations Society of America, an organization that I belonged to for many years, recently came out with an ethical guideline for AI for public relations practitioners, and it closely aligns with their ethics guidelines. [00:35:38] Larry Lincoln: You can't put your head in the sand. You do have to realize that it's here to stay, but you have to, again, we talked earlier in our conversation about the crisis situation. You're either entering into one, you're in one, or you're exiting one. So, if you take that approach and look ahead each company, each organization should be leaning forward into how AI may impact them and how they want to use it. [00:36:03] Tommy Thomas: Let me ask you a couple of closing questions. And this first one, I take from Alan Alda in his podcast, Clear and Vivid, one of his closing questions is, if you were sitting at a dinner party next to a person that you didn't know, how would you engage them in a meaningful conversation? [00:36:22] Larry Lincoln: I think that there are things that everybody resonates with. You talk about their childhood, where they're from, tell me a little bit about what interests you, what brought you here. But I think there are opportunities in our world to find things that we have in common. There are so many things out there that are being evidenced as differences to drive people apart, but there are basic things that bring people together, and I think trying to find those conversational topics about what brings people together. Tell me about your kids. Tell me about your family. [00:36:54] Larry Lincoln: Tell me about your hobbies. What do you enjoy? How do you spend a Saturday? And everybody has a different answer, but those are topics that create a natural flow and conversation. And I think after that you start to realize that we're much more alike than we understand, and we even realize. Because we all have things that are so important to us, family things, hobbies, down times, those are the things that I would probably start discussing to try and get a better understanding of that individual next to me. [00:37:23] Tommy Thomas: If you could tell a younger version of yourself one thing, what would it be? [00:37:27] Larry Lincoln: Oh, wow.  One thing I think I'd have a lot to tell my younger self. I think I would probably tell myself not to take myself too seriously. When you're much younger, you have goals, and you have things and sometimes you can be laser-focused to your detriment and not really take the time to enjoy life. It's a journey. And as you look back over the years, nobody's really going to remember how many hours you spent at work. They're going to remember the quality relationships that you built, the time spent with family. So, focus more on those things and the rest will come. [00:38:03] Tommy Thomas: This has been fun, Larry. I've always valued your friendship and I just was so glad when we were able to get together and get this on the calendar. So, thank you so much for taking some time with us today and just wish you the best there at Compassion. [00:38:19] Larry Lincoln: Thank you so much, Tommy. We appreciate you. I appreciate your friendship and what you do as well. And so again, thank you for the opportunity. [00:38:28] Tommy Thomas: Thank you for joining us today. If you are a first-time listener, I hope you will subscribe and become a regular. You can find links to all the episodes on our website www.jobfitmatters.com/podcast. [00:38:52] Tommy Thomas: If there are topics you'd like for me to explore, my email address is tthomas@jobfitmatters.com. Word of mouth has been identified as the most valuable form of marketing. Surveys tell us that consumers believe recommendations from friends and family over all other forms of advertising. [00:39:16] Tommy Thomas: If you've heard something today that's worth passing on, please share it with others. You're already helping me make something special for the next generation of nonprofit leaders. I'll be back next week with a new episode. Until then, stay the course on our journey to help make the nonprofit sector more effective and sustainable.   Links & Resources JobfitMatters Website Next Gen Nonprofit Leadership with Tommy Thomas The Perfect Search – What every board needs to know about hiring their next CEO   Connect tthomas@jobfitmatters.com Follow Tommy on LinkedIn   Listen to Next Gen Nonprofit Leadership with Tommy Thomas on: Apple Podcasts | Spotify | Stitcher | Google Podcasts    

Jon, Josh, and our guest Zoe Marshall, Head of Account Management at Arbor dissect the challenges of scale, the art of customer success in the account management landscape, and the promise of EdTech while sharing some light-hearted moments discussing British royalty trivia. Timestamps 0:00 - Preview 0:58 - Intros & BS 4:40 - Arbor Education 8:45 - Zoe's Journey from Education to EdTech 13:19 - Transforming Education System with Tech 16:35 - Ensuring Product Adoption 22:37 - Account Management isn't easy 23:50 - Building a Discrete Customer Success Team 27:07 - The Cost of Neglecting Customer Success 30:30 - Distributing Team Functions Amid Growth Challenges 33:45 - Before you build a CS Team 35:00 - Account management team may lose customer contact 37:42 - Closing ___________________________

If you were on TikTok this summer, you likely saw videos of people acting out a violent death after drinking McDonald's Grimace milkshake.Marques Gartrell and Brandon Henderson are the creatives behind this campaign, which went viral and sets a playbook for how marketers can relinquish control and let their consumers take the reins on a creative idea in the age of social media.The co-CCOs of Wieden + Kennedy New York stepped into the role in September as part of a restructuring that put a trio of leadership — two CCOs and a president — in charge of each office. In this episode, they chat about running creative at one of the world's most famous agencies and tease the work they're creating for brands such as Michelob Ultra and FanDuel for Super Bowl LVIII.Listen to this episode and subscribe to Campaign Chemistry wherever you get your podcasts. campaignlive.com What we know about advertising, you should know about advertising. Start your 1-month FREE trial to Campaign US.

The award-winning, Compliance into the Weeds is the only weekly podcast that takes a deep dive into a compliance-related topic, literally going into the weeds to explore a subject more fully. Looking for some hard-hitting insights on sanctions compliance? Look no further than Compliance into the Weeds! In this episode, Tom and Matt take a deep dive into the recent OIG guidance for healthcare compliance professionals and healthcare compliance programs which notes that CCOs should be independent from the General Counsel's Office. The Office of Inspector General (OIG) has recently released guidelines that underscore the importance of independence for compliance officers in the healthcare sector. These guidelines, seen as a significant development in the field, stipulate that compliance should be separate from legal and finance departments, and outline the responsibilities of healthcare compliance officers. Tom views this as a clear call for compliance officers to be independent and report directly to the CEO and the board. He suggests that this trend towards independence may extend beyond healthcare. Matt echoes this sentiment, highlighting the OIG's strong endorsement of the independence of compliance officers. He believes this aligns with the emphasis on independence and autonomy that leading voices in the regulatory world have been advocating for. Join Tom Fox and Matt Kelly as they delve deeper into this topic in this episode of the Compliance into the Weeds podcast.  Key Highlights: The Importance of CCO Independence in Compliance Programs The role of a healthcare CCO Do you need a Law Degree to be a CCO in Healthcare Compliance The Growing Significance of CCO Independence Resources: Matt's blog post in Radical Compliance Tom  Instagram Facebook YouTube Twitter LinkedIn Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode, Gartner analyst Chris Ross discusses how CMOs and CCOs can improve how they communicate about value and impact, transcending the limitations of dashboards and KPIs. The discussion includes how CMOs can better assess and understand the value they create, how to distill a core value narrative, and how to deliver marketing value stories with more resonance and fidelity.Chris Ross is a Gartner analyst working with CMOs at the world's leading organizations on marketing strategy, brand, leadership and innovation. As the author of over 100 Gartner research documents, his insights have been featured in the Wall Street Journal, Forbes, AdAge and other leading industry publications. 

In today's world data is the new gold, and protecting it has become imperative for businesses worldwide. On this week's episode of Corruption, Crime and Compliance, Michael Volkov navigates the cybersecurity landscape, unpacking the key threats haunting businesses and the elements of a robust cybersecurity compliance program. He underscores the importance of proactively managing these digital threats, to ensure your business remains protected. You'll hear him discuss:The growing partnership between compliance and cybersecurity is a rapidly emerging issue in compliance, affecting companies and their risk management strategies. Cyber threats are not only external but also internal, resulting from employee behavior and cybersecurity hygiene.Chief Information Security Officers (CISOs) are increasingly collaborating with Chief Compliance Officers (CCOs), leveraging the latter's expertise in governance, risk management, and training. This collaboration enables better education and training for employees on cybersecurity risks and the importance of good cybersecurity hygiene.Approximately 50% of cyber or data breaches are the result of internal actors, either intentionally or through negligence. Thus, CCOs can play a crucial role in designing controls, conducting training, and monitoring employee behavior to mitigate such risks.Major cybersecurity risks today include ransomware, cloud security, work from home security, phishing schemes, supply chain security, and identity and access management (IAM). The rise of cyber threats: The digital landscape is rife with cybersecurity threats, including insider threats, DoS and DDoS attacks, AI and machine learning attacks, and cyber espionage.Organizations need to be vigilant against disgruntled employees with access privileges who could intentionally or unintentionally harm systems. This emphasizes the need for robust access controls, regular monitoring, and comprehensive employee training.While AI and machine learning can enhance cyber defenses, they can also be weaponized by cybercriminals to automate and scale their attacks. A robust cybersecurity compliance program is necessary to protect a company's IT infrastructure and includes:Application Security: Familiarity with cloud security policies and the implementation of multifactor controls and administration privileges can help strengthen application security.Information Security: Companies must adhere to strict security standards and employ encryption among other strategies to protect data from possible breaches.Disaster Recovery Planning: This requires implementing backup and recovery systems, incident response drills, and endpoint protections.Network Security: Most companies use firewalls to monitor traffic for cyber threats and attacks. Companies must also secure their wireless networks and ensure that remote connections are encrypted.End User Security: Since hackers often gain unauthorized access through endpoints, companies must ensure that devices are updated with security programs and antivirus applications.Operational Security: This involves identifying any potential vulnerabilities that could be exploited by a hacker.Given the prevalence of phishing attacks and insider threats, cyber training for employees is of paramount importance for an organization's cybersecurity.KEY QUOTE:“In the end, cybersecurity fails when there's a lack of adequate controls and security readiness, and companies have to make smart strategic decisions when developing their controls and cybersecurity protections; and always focus on the human element, common mistakes, effectiveness of controls and vulnerabilities to hacker strategies to exploit any weaknesses.” - Michael VolkovResourcesMichael Volkov on LinkedIn | TwitterThe Volkov Law Group

Robin Landa is a distinguished professor at Kean University and a globally recognized creativity and ideation expert. She is a best-selling author of books on idea generation, creativity, branding, advertising, and design. She has won numerous awards and The Carnegie Foundation counts her among the "Great Teachers of Our Time." She is the author of twenty-five books, including Graphic Design Solutions, 6th ed., Strategic Creativity, and The New Art of Ideas. Harvard Business Review, Fast Company, among others, have published her articles. Through her teaching, writing, mentoring, and presentations, Landa has had a profound impact on thousands of careers, inspiring and educating countless creative professionals, CCOs, and CMOs, and helping to shape the future of the creative industries. Robinlanda.comThank you to BetterHelp for sponsoring this episode. BetterHelp is the world's largest therapy service, and it's 100% online. With BetterHelp, you can tap into a network of over 30,000 licensed and experienced therapists who can help you with a wide range of issues.Get 10% off your first month at betterhelp.com/howtosurvivesociety Support the showThank you for listening to another episode of How To Survive Society.Thank you to BetterHelp for sponsoring this episode.BetterHelp is the world's largest therapy service, and it's 100% online.With BetterHelp, you can tap into a network of over 30,000 licensed and experienced therapists who can help you with a wide range of issues.To get started, you just answer a few questions about your needs and preferences intherapy. That way, BetterHelp can match you with the right therapist from their network, Then you can talk to your therapist however you feel comfortable, whether it's via text, chat, phone or video call. You can message your therapist at any time, and schedule live sessions when it's convenient for you. If your therapist isn't the right fit for any reason, you can switch to a new therapist at no additional charge.With BetterHelp, you get the same professionalism and quality you expect from in-office therapy, but with a therapist who is custom-picked for you, more scheduling flexibility, and at a more affordable price.Get 10% off your first month at https://www.betterhelp.com/howtosurvivesociety