Podcasts about ccos

Welcome to another profound episode of *The Lunchtime Series* with your host Kevin Britz. In today's groundbreaking conversation, we dive into the world of *conscious business transformation* with visionary guest **Charley Johnson** — former president of the Pay It Forward Foundation and pioneer of the *Chief Consciousness Officer (CCO)* movement.This episode unpacks:* Why the role of CCO is becoming essential in modern organizations* The integration of consciousness into leadership, culture, and decision-making* How neutrality, awareness, and access to source intelligence are reshaping business strategyIf you've ever felt like the current leadership paradigm is too rigid, too reactive, or simply outdated, this is the conversation you didn't know you were waiting for.

In this episode of Season 2, A. Valerie Mirko, Partner at Armstrong Teasdale LLP and leader of the firm's Securities Regulation and Litigation Practice, joins William Nelson, Director of Public Policy and Associate General Counsel at the Investment Adviser Association, for a timely conversation with Kate Ring, Chief Compliance Officer at Stash Financial. Stash is a fintech platform serving over 1.3 million customers with $4.1 billion in assets under management (AUM) - on a mission to help everyday Americans invest and build better financial futures.Building on our June episode regarding artificial intelligence (AI), this conversation examines how AI is reshaping the investment adviser industry—spotlighting key opportunities, emerging risks, and what effective oversight entails. A key takeaway: while AI has the potential to significantly boost efficiency, it must be carefully supervised to ensure it supports - not replaces - human judgment. The goal is AI-assisted human efficiency. Kate shares practical insights from her experience overseeing compliance and risk across Stash's diverse business lines, offering guidance for CCOs on how to effectively understand and supervise the use of AI tools. Her advice focuses on supporting responsible implementation that aligns with both business objectives and regulatory expectations.

I find it ironic that the government and the electorate are once a gain keen on getting rid of some of the layers of our council bureaucracy. First NZ First's Shane Jones publicly questioned the role of regional councils, pondering whether “there's going to be a compelling case for regional government to continue to exist”. Then Prime Minister Christopher Luxon told Mike Hosking that the Government was looking at local government reform. On Friday Matthew Hooten wrote a piece about Regional Councils reiterating Chris Bishop's question that he's been asking many local councillors. Is there any point in having regional councils. So it's on the table. Of course the battle against bureaucracy is alive and well around the world. Duplication of services and excessive layers of governance means that savings could be made easily and safely and it's something we've always discussed. Last term the government reformed District Health Board from 20 boards into a single entity Health New Zealand or just that reason but the new government has taken against that and they've announced a return to locally delivered healthcare because they believe that in regional decision making is the best way to go. We're still waiting to see what that will look like. Meanwhile reform of regional councils looks awfully like the formation of Auckland's Super City. A reform that has a heap of enemies because of it's devolution of power away from communities. As Hooten says the reason we hate the Super City are the Council Controlled Organisations a move that was supposed to replicate State Owned Enterprises. But the problem there is that we can't but shares in CCOs so they become the worst of things. A mongrel hybrid of Council bureaucracies and Private Monopolies. So we seem to like amalgamating public bodies but then when it happens we moan that our voices are no longer heard and that bureaucracies have become too huge and out of control. So, what is it people.See omnystudio.com/listener for privacy information.

SaaStr 810: AI and the Bottom Line, How Canva Turns Freemium into Conversions with Canva's CCO Rob Giglio Join John Gleason, founder and managing partner at Success Venture Partners, as he interviews Rob Giglio, Chief Customer Officer at Canva. Rob shares his extensive experience leading customer success, sales, and go-to-market functions at top companies like HubSpot, DocuSign, and Adobe. In this episode, Rob delves into his strategic approach to scaling Canva's enterprise business while maintaining the company's unique customer-centric culture. He also discusses the integration of AI to enhance customer experiences and how value-driven customer journeys underpin Canva's growth. Perfect for aspiring CCOs and anyone interested in the intersection of customer success and sales.   00:00 Introduction and Guest Welcome 00:29 Rob's Role and Responsibilities at Canva 03:11 Career Journey and Mentorship 07:17 Building Enterprise at Canva 14:20 Customer-Centric Approach 21:42 AI Integration at Canva 24:36 Conclusion and Final Thoughts     ---- This episode of the SaaStr podcast is sponsored by: get.tech The best .coms are taken or overpriced. So you settle on a workaround domain for your website. Don't compromise. Get a clean, sharp .tech domain that instantly says: this is a tech startup. Grab yours at get.tech/saastr or via domain registrars like GoDaddy. ---- Hey everybody, SaaStr AI's next stop takes us to London on December 2nd and 3rd! It's Christmas with SaaStr and 2,000 of the best SaaS and AI leaders.    The biggest names will be there. The best networking.    Early adopter tickets are selling faster than we expected. So don't wait. With only 5 months until the event, we expect this year's SaaStr London event to sell out to capacity.    Use my code jason20pod for exclusive savings. Get your tickets now at podcast.saastrlondon.com or use code jason20pod at checkout.   SaaStr AI London – where SaaS Meets AI in London. See you there.

Why CCOs Are a Company's Secret Weapon with Charley Johnson (episode 386) "If your actions inspire others to dream more, learn more, do more, and become more, you are a leader.” – John Quincy Adams Check Out These Highlights: Leadership is so much more than a title, such as CEO, CFO, or EVP. I have seen great leaders who have no title at all; they care deeply, show up big every time they arrive at work, and inspire others to do the same. Inspiring your team and growing their skills is truly the job of great leaders.  Yet, I see it all the time, where our corporate leaders, especially in large companies, have lost sight of the human perspective, and it's all about shareholder value. Shareholders are essential, yet not at the cost of the people who create the profit. So what are we doing wrong? About Charley Johnson: Charley has 20+ years in corporate as a business owner, 7 years in non-profit as the president of the Pay it Forward Foundation, and 10 years with an enlightened teacher. The combination of these three things creates a unique set of skills that will be crucial for companies and their employees moving forward. He is working to bring the position of Chief Consciousness Officer to the forefront of the business world and into all companies. How to Get in Touch with Charley Johnson: Email: charleypif@gmail.com Website: https://www.linkedin.com/in/cjconsciousness/ Stalk me online! LinkTree: https://linktr.ee/conniewhitman   Subscribe to the Enlightenment of Change podcast on your favorite podcast streaming service or YouTube.  New episodes are posted every week. Listen to Connie explore new sales and business topics or address problems you may have.  

In this episode, Gartner Director Analyst Amber Boyes discusses the reputation management challenges CCOs face and why it's more important than ever to shift away from a reactive approach to long-term, proactive strategy. The discussion includes typical misconceptions, guidance around reputation measurement and advice on adjusting for the impacts of AI.Amber Gallihar Boyes is a director analyst helping equip CCOs with reputation and brand management, crisis communications, PR and social media best practices. As a former practitioner, Amber is highly skilled at navigating complex external organizations to drive communication effectiveness across various audiences and channels. Amber's experience spans social media, influencer and content marketing, media relations and integrated creative brand campaigns as a former lead counselor at an integrated marketing communications agency.Disclaimer: Gartner is an impartial, independent analyst of the Information Technology industry. All content provided by other speakers is expressly the views of those speakers and their enterprises. The information should not be construed as a Gartner endorsement of said enterprise's products or services.

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 ___________________________

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 ___________________________