Podcasts about chief customer officers

What does it take to deliver human-centered customer experience across nearly 200 resorts and 22,000+ employees? On this episode of The Modern Customer Podcast, I'm joined by Derek De Salvia, Chief Customer Officer and EVP at Hilton Grand Vacations. Derek leads the company's global CX strategy and brings a practical, people-first lens to metrics, personalization, and leadership at scale. We talk about moving beyond NPS, using real-time feedback to drive smarter decisions, applying AI to elevate both guest and employee experience, and staying meaningfully connected to the frontline. Ready to see what future-ready CX leadership really looks like? Hit play to hear how Hilton Grand Vacations is using data, AI, and frontline insight to stay ahead. This episode is sponsored by SCAYLE, the flexible and scalable eCommerce platform built to grow enterprise brands pain-free.  Visit www.scayle.com to learn more Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. 

We've discussed the many issues with travel on this show before, and while travel is never really that "good" for the environment, that doesn't mean that we shouldn't ever do it. Instead, I believe that we as travelers can and should find better, more environmentally friendly ways to travel, and the travel industry should lead the way. That's why in episode 186 of the Outdoor Minimalist podcast, we're looking at one of the biggest challenges that face the adventure travel industry: climate change.If you've spent time on the trail, paddling rivers, or exploring wild places lately, you've probably noticed things are changing quickly. From record-breaking heat waves to trail closures due to wildfires and floods, the landscapes we love are under much pressure.But while it's easy to feel overwhelmed by the challenges, there's also a growing movement within the travel industry to do better — to adapt, give back, and rethink what it means to adventure responsibly in a changing climate.To help unpack this, I'm joined by Leigh Barnes.Leigh serves as President of the Americas for Intrepid Travel, a world leader in responsible travel for 35 years. The company's mission is to create positive change through the joy of travel, which comes to life on more than 900 trips, all designed to truly experience local culture. Based in the Pacific Northwest, Leigh oversees Intrepid's fastest-growing region globally. Over the past decade, he's held several leadership roles at Intrepid, including Chief Purpose Officer and Chief Customer Officer. Leigh has been instrumental in embedding purpose into the company's product, storytelling, and brand—from launching First Nations experiences in Australia and the U.S. to pioneering industry-first Ethical Marketing Guidelines.INSTAGRAM: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.instagram.com/outdoor.minimalist.book/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠WEBSITE: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.theoutdoorminimalist.com/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠YOUTUBE: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.youtube.com/@theoutdoorminimalist⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠LISTENER SURVEY: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://forms.gle/jd8UCN2LL3AQst976⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠-----------------Intrepid TravelWebsite: https://www.intrepidtravel.com/usLinkedIn: https://www.linkedin.com/company/intrepid-travel/Instagram: https://www.instagram.com/intrepidtravelFacebook: https://www.facebook.com/intrepidtravelTikTok: https://www.tiktok.com/@intrepid_travel

Victoria Vaynberg, the Chief Marketing & Customer Officer of Nanit, joins the show to share her journey from ESPN, Anheuser-Busch, Resy, and Zola to leading marketing for the smart baby monitor & parenting app. Hear what you can learn working on your dream brands, how to win the trust of parents as a baby brand, how to come up with new product features, how to build a community, and the best business & life lessons from tennis. Connect with Victoria at Nanit.com and on LinkedIn

Mariah Parsons hosts the "Retention Chronicles" podcast, sponsored by Malomo, a shipping update platform praised by Alicia, founder of Midstoppers. Guest Kate Kasch discusses her career in the food industry, from Wrigley to Mars Inc, and her transition to scaling brands like Good Pop and Muddy Bites. Kate highlights the challenges of translating consumer interest into retail distribution, emphasizing the importance of social media presence and retailer relationships. She shares a successful campaign by Good Pop, the "Good Pop Hotline," and discusses the significance of authenticity and consumer engagement in retention strategies.Episode Timestamps:Kate's Career Journey 3:22Kate shares her 20-year career in the food space, starting from her first job out of college with Wrigley.She describes her experience working for Mars Inc, including roles in logistics, sales, analytics, and marketing.Kate talks about her midlife career change, leaving Mars Inc to join a small, scaling brand, Good Pop.She highlights her role in scaling Good Pop and the challenges of competing with established brands.Introduction to Muddy Bites 7:06Kate explains her recent move to Muddy Bites, a brand focused on bringing fun and joy back to snacking and cookies.She describes Muddy Bites as a 3D cookie inspired by the best part of an ice cream cone.Kate shares the brand's history and the founders' vision of creating a unique, shelf-stable cookie.Mariah expresses her excitement about trying Muddy Bites and shares her personal experience with the product.Challenges of Scaling a Brand 9:48Kate discusses the differences between working at a large global brand and a small emerging brand.She highlights the challenges of translating consumer interest into retail shelf space.Kate shares the story of Muddy Bites' Kickstarter launch and the difficulty of securing retail distribution.She emphasizes the importance of building consumer demand and marketing efforts to prove the brand's value to retailers.Retail Distribution and Consumer Acquisition 12:52Mariah and Kate discuss the challenges of acquiring retail distribution and the role of social media in consumer acquisition.Kate shares examples of successful campaigns, including Good Pop's "Good Pop Hotline" and Disney's emotional advertising.They talk about the importance of virality and social media presence in attracting retail buyers.Kate explains the need for a strong social media presence to create brand love and drive retail sales.Retention Strategies for DTC and Retail 25:53Kate outlines the tactics for retaining consumers in DTC and retail channels.She emphasizes the importance of timely reminders, reviews, and discounts in DTC retention.Kate discusses the role of in-store promotions, shelf availability, and retailer relationships in retail retention.She highlights the need for a captive audience and effective communication with retailers to drive sales.Authenticity and Consumer Connection 30:11Kate and Mariah discuss the importance of authenticity and emotional connection in branding.Kate shares examples of how large brands leverage their history and family roots to create authenticity.They talk about the role of founder stories and consumer involvement in building brand loyalty.Kate emphasizes the need for small brands to create a sense of community and ownership among their consumers.Conclusion and Future Collaboration 35:03Mariah thanks Kate for sharing her insights and experiences on the podcast.They discuss the potential for future collaborations and additional episodes.Mariah encourages listeners to subscribe, follow the podcast on social media, and suggest future guests.The episode concludes with a shout-out to the podcast sponsor, Malomo, and its benefits for Shopify brands.

Episode 384 of The VentureFizz Podcast features Thomas “TK” Kinsella, Co-Founder & Chief Customer Officer of Tines. The success of Tines is not based on luck. The company's co-founders experienced a major problem that wasn't being being solved by existing platforms and after talking to peers who were also dealing with the same problem, they decided to do something about it. But, it wasn't just an idea that got them to where they are today. This team was uniquely qualified to build the next generation solution based on TK's and his Co-Founder & CEO, Eoin Hinchy's many years of experience in the cybersecurity industry, plus a history of working together for something like 15+ years at Deloitte, eBay, and DocuSign. Tines empowers teams to build, run, and monitor their most mission-critical and sophisticated workflows. The company recently announced a $125M round of funding at a $1.125B valuation and is co-headquartered in Dublin and Boston. In this episode of our podcast, we cover lots of great topics like: * A discussion about the cybersecurity industry and the platform shift to AI. * TK's background story growing up in Dublin and some mutual geeking out on rugby. * Starting his career in cybersecurity at Deloitte where he met Eoin, plus lots of details about what they worked on at eBay and DocuSign. * Getting Tines started from the early days and all the details about the platform today. * Why they hired a top designer as one of the first employees in the company and the importance of making products that are easy to use. * Details on the latest round of funding and what's next. * And so much more. Episode Sponsor: As a longtime champion of the local startup ecosystem, Silicon Valley Bank supports innovative companies with the solutions and financing they need through every stage of growth. With more than 1,500 bankers and relationship advisors, and $42B in loans as of Q2 2024 – SVB delivers the right people, service and resources to support your entire financial journey. Learn more at SVB.com.

Enterprise security has always been a moving target, but with the surge of AI adoption, it's entering a whole new era of complexity. In this episode of Tech Talks Daily, I speak with Bradon Rogers, Chief Customer Officer at Island, who brings over 25 years of cybersecurity experience to a conversation that cuts through the noise on AI, data protection, and the evolving role of the browser. Bradon warns that AI isn't just creating new opportunities. It's also generating what he calls a derivative data nightmare. Large language models are now producing massive volumes of unstructured outputs that differ in formatting but carry the same meaning. These subtle variations are already overwhelming traditional data loss prevention tools, and the challenge is only growing. Yet Bradon doesn't stop at the warning. He believes AI might also be the solution. We discuss why businesses need to move beyond old data-centric approaches and start designing application-centric frameworks that mirror how people work. In a world where banning AI is no longer realistic, organizations need practical ways to guide users toward safe, sanctioned tools. Bradon explains how enterprise browsers can serve as that safe space, combining usability with security and offering a familiar interface that doesn't get in the way of productivity. He also addresses the new breed of shadow IT emerging from embedded AI features in everyday apps, as well as the importance of understanding how third-party providers utilize your data behind the scenes. For anyone still thinking of AI adoption as a checkbox exercise, Bradon makes it clear this is a complex governance challenge that demands a new mindset. From call center automation to real-time coaching workflows, the conversation explores how AI can enhance precision, minimize false positives, and support teams without overwhelming them. We wrap up with a powerful music recommendation that perfectly reflects the winding road many tech leaders now find themselves navigating.

#updateai #customersuccess #saas #businessJoin host Josh Schachter, Co-Founder & CEO of UpdateAI, as he sits down with Cait Keohane, the Chief Customer Officer of Airtable, to explore the art of scaling world-class post-sale experiences. Cait shares her incredible journey from being one of the early employees at Zendesk and helping grow the company into a multibillion-dollar powerhouse, to stepping into her new leadership role at Airtable. Together, they explore what it takes to build robust customer management systems from the ground up, the importance of listening directly to customers, and how organizations can balance high-touch service with operational efficiency.Timestamps00:00 – Preview, Meet Cait Keohane & Learn About Airtable01:30 – Cait's Journey at Zendesk03:15 – Building Customer Success and Account Management at Zendesk07:50 – Joining Airtable as CCO08:50 – First 90 Days at Airtable: Priorities and Execution13:10 – Feedback and Voice of Customer Mechanisms15:00 – Renewal Management and Risk Mitigation19:38 – Delivering Personalized Experiences at Scale21:50 – Platform Complexity and Change Management24:50 – The Role of MVP Users and Power Builders in Scaling26:51 – Closing Thoughts and Future Outlook___________________________

Episode 247: What if customers achieve real results—but don't know it? Most vendors sell functionality. Mari Cross wants customers to see impact—in their own numbers, in real time. Mari Cross, Chief Customer Officer at Infor, is dismantling a common illusion: that delivering software features equals delivering value. Infor sells enterprise resource planning (ERP) tools, but Mari's focus is on proving business outcomes. She built a system where customers define the results that matter, track them through the product itself, and act on them with confidence. Her team isn't there to rescue implementations. They're there to make value obvious—and to ensure it keeps showing up. Most ERP systems operate like black boxes. Even when customers get results, they can't always prove it. Mari attacks that gap.  Infor's value mapping begins before the deal closes. Once the system is live, telemetry and process mining show what's working and where clients are drifting off course. This isn't a side program—it's baked into the product and reflected back to users in dashboards, metrics, and business KPIs. The shift isn't just operational. It's cultural. Mari rebuilt Infor's customer success team to be proactive, industry-specific, and integrated from day one. That means fewer rescue missions, fewer slide decks, and more conversations grounded in actual product usage and outcome data. And it means the customer success journey starts well before go-live—and runs all the way through renewal. “A good value conversation is if you have some measures in place that are more repeatable than having a value engineer fly in from left field,” Mari says. Learn how Infor's CareFor Success program gives customer success teams the tools, visibility, and data to show what's working and where to go next. And learn how and why value delivered is value clients understand. Guest: Mari Cross, Chief Customer Officer at Infor Host: Rob Markey, Partner, Bain & Company Give Us Feedback: Help us improve the podcast (feedback link) Want to get in touch? Send a note to host Rob Markey. Key Topics Covered: (01:00) The value void: what clients miss—and what it costs (03:30) Why Infor embeds value mapping into the sales process (06:10) Telemetry, process mining, and outcome tracking (11:45) The difference industry specificity makes (14:50) Mari's CareFor Success program explained (17:30) Getting sales, success, and product aligned (22:15) Making value visible across the customer lifecycle (25:00) How to track value realization in real time (36:00) Culture change and customer empathy Notable Quotes: [05:00] “If someone wanted to stick completely to standard, they could flip the switch on Day 1 and use our product. That's very different than the approach, I think, some other vendors take.” [10:00] “In the vision of, ‘We succeed when our customers succeed,' the [chief customer officer] role [at Infor] was really pivoted to make sure to focus on ongoing value realization and optimization after the go-live date. That is probably a very unique orientation for Infor.”  [12:00] “We are very focused on this idea of value engagement. We launched CareFor Success, which is our success program, last year. But it's completing this value-based customer journey all the way through where we are on a regular basis, across all teams, and repeatedly driving value with our customers by helping them look at the data, optimize, and then that visibility into value delivered within the product.” [29:00] “We want to be in sync with our strategy when we talk about success motions, because that alone is an incredible power. We can become proactive.”

Are you struggling to build a customer success function in an early-stage cybersecurity startup? Wondering how to prove real value and drive renewals in a crowded threat intelligence market? Or are you curious about innovative approaches to proactive cyber defense that could give your GTM strategy an edge? This episode goes deep into these pressing questions and more, offering actionable insights for sales and marketing leaders looking to accelerate revenue growth.In this conversation we discuss:

The world is constantly evolving. Clients are changing. That means we have to meet them where they are. Accountants are no longer strictly “service providers”. Go ahead…add “technology advisor” to your resume. It sounds scary, but it's true. Accountants must start embracing new technology and AI in order to free up ourselves for the services that clients are actually wanting. “There's an app for that” and our tech savvy clients know it, so we have to push past our own fears to meet them where they are…and that means more metrics, financial reporting, and advisory. Sarah Acton, Chief Customer Officer with BILL, says that we must get comfortable with automating the granular tasks so that we can free ourselves up for doing one thing that technology can NOT do, and that's building personal relationships. Strive for efficiency. Experiment with new ideas. Ultimately, your authenticity is what builds credibility with your clients. Walk them through their own fears and develop a practical roadmap for success in their own business. Learn how BILL can help make your firm more efficient and streamline operations at www.bill.com.

What makes a company ‘minimally viable' in today's digital landscape? At Shift Cloud Summit by Commvault, I had an amazing discussion with Sarv Saravanan, Chief Customer Officer at Commvault and Tim Zonca, VP – Product Marketing at Commvault, about the Minimum Viable Company and how organizations can stay resilient in the AI-driven world.We explored:✅ How AI is changing data security threats✅ The relevance of traditional disaster recovery (RTO/RPO) in the cloud era✅ Whether companies are already adopting the ‘minimum viable company' model#data #ai #cloud #commvault #theravitshow

In this episode of SUGTalks, Craig Dale is joined by Stefan Kneis, Chief Customer Officer and Head of BTP Product Success at SAP. They explore the launch of SAP's new Voice of the Customer programme for BTP, designed to gather meaningful user input at scale and shape future product direction. Stefan shares how feedback has already influenced BTP's evolution and what the future might hold. To learn more about the UKISUG referral scheme, visit: https://www.sapusers.org/community-referral-scheme

Meridian Energy's denying its purchase of Flick Electric is a takeover by New Zealand's big power companies. The power gentailer is paying $70 million to Z Energy for Flick's 41,000 electricity customers and the brand. It'll increase Meridian's market share to 18%, maintaining its position as our fourth largest electricity retailer. Meridian Energy Chief Customer Officer Lisa Hannifan told Ryan Bridge this isn't about market consolidation. She says Flick wanted to leave the market to focus on transport and EVs, so they're pulling out of New Zealand and Australia. LISTEN ABOVE See omnystudio.com/listener for privacy information.

Let's be honest—today's job search often feels like shouting into the void.In Part Three, Mary Shea—former General Manager at HireQuotient and co-CEO at Mediafly—tackles the modern job market from both sides of the table. She pulls back the curtain on how AI is reshaping recruitment: from sourcing passive candidates to fighting unconscious bias, automating outreach, and uncovering overlooked talent. But this isn't a tech sales pitch—Mary gets real about what AI can't do (like fix a broken candidate experience) and why human empathy still matters most.Whether you're a recruiter overwhelmed by applications or a job seeker ghosted by someone half your age, this episode is your career compass for a chaotic hiring landscape.Key Highlights of Our Interview:AI That Actually Helps Recruiters Breathe“We offload 75% of the workload—so recruiters can stop drowning in admin and start connecting again.”Talent Hiding in Plain Sight“Using multiple data sources, we find candidates others miss—especially underrepresented voices skipped by bots.”When the Résumé Lies—or Leaves Too Much Out“Some of the best candidates don't list everything. That's where smart prompting and human judgment must align.”Automation ≠ Apathy“Done right, AI doesn't depersonalize the process—it gives recruiters more time to be human.”Recruiting for the C-Suite? Yes, AI Can Help There Too“I used it to hire my Chief Customer Officer. Diverse candidates, faster process, better outcome.”The Real Human Cost of Getting It Wrong“First impressions matter. A bad recruiting experience damages more than the candidate—it hurts your brand.”Vince Shares His Story—And It Hits HomeA real-life example of age bias, HR tech gone wrong, and why leadership still requires presence and respect.Mary's Advice to Job Seekers“Be granular. Use LinkedIn wisely. But never forget—every opportunity still starts with a relationship.”Networking Isn't Dead—You're Just Doing It Wrong“In-person, virtual, or omnichannel—connect deeply, not just digitally. That's how humans hire.”_________________________Connect with us:Host: Vince Chan | Guest: Mary Shea PhD  --Chief Change Officer--Change Ambitiously. Outgrow Yourself.Open a World of Expansive Human Intelligencefor Transformation Gurus, Black Sheep,Unsung Visionaries & Bold Hearts.EdTech Leadership Awards 2025 Finalist.18 Million+ All-Time Downloads.80+ Countries Reached Daily.Global Top 1.5% Podcast.Top 10 US Business.Top 1 US Careers.>>>170,000+ are outgrowing. Act Today.

What does it really take to build an AI-powered customer experience from the ground up?Lacey Peace sits down with Katie Bianchi, Chief Customer Officer at Palo Alto Networks, to unpack how her team rebuilt support systems for the AI era — eliminating handoffs, reducing resolution time by over 40%, and transforming how their teams work.Katie walks through their phased AI implementation strategy, from data unification and process re-architecture to training internal copilots capable of diagnosing the most complex cases. She shares why tight alignment between product, IT, and customer success is now a non-negotiable, and how empowering frontline employees to lead experimentation created real transformation.Plus, Katie gets candid about what she would've done differently, why NPS might be obsolete, and how AI is becoming the operating system for work itself. Whether you're navigating digital transformation or trying to unite siloed teams, this episode offers a clear, tactical, and deeply human roadmap to scaling customer experience in the age of AI. Key Moments:00:00 Meet AI-Expert Katie Bianchi, CCO at Palo Alto Networks01:31 Why Dirty Data Is Killing Your AI Strategy02:46 AI Adoption Starts with Empowered Employees06:49 Joining a Cybersecurity Giant During Peak Disruption08:41 Step-by-Step: How Palo Alto Networks Rolled Out AI14:17 Building a Culture of Rapid Experimentation21:50 What AI Agents Can Do in Tech Support Right Now23:12 What We'd Do Differently: Lessons from the Frontlines of AI25:47 End-to-End Automation: Connecting Pre- and Post-Sales27:38 Smarter CX: Turning Data Into Actionable Insights36:41 Rethinking Metrics: How to Measure AI's Real Impact39:17 From Reactive to Proactive: Real AI Customer Wins41:26 AI as Your New Operating System: What's Next  –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org

Today on the show we have Ziv Peled, the Chief Customer Officer of AppsFlyer.In this episode, Ziv shares his experience using AI to radically improve customer success performance.We then discussed the shift from product expertise to growth partnership and wrapped up by exploring how AI is changing internal team dynamics and go-to-market strategies.Mentioned ResourcesAppsFlyerMatik.ioChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Guest: Kevin Cohn, Chief Customer Officer, Brightflag Host: David Cowen, President, The Cowen Group

When customer experience lives in silos, customers feel the gaps — and businesses miss opportunities to build loyalty. In this episode, John Durocher, Chief Customer Officer at Calix, joins Intercom's Senior Director of Human Support Bobby Stapleton to discuss how breaking down silos, embedding customer success into every team, and using AI for smarter frontline support can transform the customer journey. They also dig into why trust, simplicity, and attention to small details are key to creating standout experiences.Watch on YouTube: https://youtu.be/dXgbGKpSEvk?si=9AAgNy4-vQvRzrBJFollow the people:https://www.linkedin.com/in/johndurocher/https://www.linkedin.com/in/bobbystapleton/Newsletters:Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletterFollow The Ticket podcast:Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731Spotify: https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9YouTube: https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVFRSS Feed https://art19.com/shows/inside-intercomSay hi:LinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomGet a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/finwww.intercom.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

On today's sponsored episode of Power House, Diego Sanchez sits down with Jesse Decker, the newly appointed Chief Customer Officer at Polly, for a conversation all about innovation and customer success strategies in mortgage tech. Jesse shares her journey from consulting to leading customer experience at Polly, how new tech is sweeping the mortgage landscape, and how Polly is constantly innovating to meet the needs of their customer partners. They also talk about some exciting new developments happening in Polly's roadmap and what it really means — and takes — to listen to customers. Here's what you'll learn: The mortgage industry, as a whole, is on the brink of a technology shift. Understanding customer needs is crucial for product development. Polly's technology is highly configurable and innovative. Artificial intelligence integration is a key focus for Polly's future. Building partnerships with customers is essential for success. Polly wants to transform the vendor-lender relationship model. Related to this episode: Connect with Jesse Decker on LinkedIn Follow Polly on LinkedIn Connect with Polly's team at #MBASecondary25 Mortgage Tech Insights with Adam Carmel HousingWire | YouTube Enjoy the episode! The Power House podcast brings the biggest names in housing to answer hard-hitting questions about industry trends, operational and growth strategy, and leadership. Join HousingWire president Diego Sanchez every Thursday morning for candid conversations with industry leaders to learn how they're differentiating themselves from the competition. Hosted and produced by the HousingWire Content Studio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Welcome to the latest episode of L.I.F.T.S – your bite-sized dose of the Latest Industry Fitness Trends and Stories.   Hosts Matthew Januszek, Co-Founder of Escape Fitness and Mo Iqbal, Founder & CEO of SweatWorks attended EHFF 2025 in Cologne, Germany.   In part 1 of this LIFTS episode, Matthew and Mo are joined by: Herman Rutgers, Ambassador at EuropeActive Stefan Ludwig, Partner, Leiter Sport Business Gruppe at Deloitte Deutschland Elaine Jobson, CEO and MD of Jetts Australia Conor O'Loughlin, Chief Revenue Officer of ABC Fitness Mike Escobedo, Chief Customer Officer, ABC Fitness   This episode covers: European fitness market growth and trends, highlighting mergers, acquisitions, and membership increases. Consumer behaviour shifts towards hybrid fitness, mental health awareness, and holistic wellness approaches. Deloitte's comprehensive market report revealing key performance indicators and industry insights. Impact of emerging technologies and personalization in fitness experiences. International market expansion strategies and challenges for fitness brands. Future fitness trends focusing on Gen Z and Gen Alpha expectations, technology integration, and comprehensive health solutions.   To learn more about EHFF, click here: https://www.europeactive.eu/ ====================================================== Support fitness industry news by sponsoring future LIFTS episodes. Contact us at marketing@escapefitness.com for advertising opportunities. Subscribe to our YouTube channel and turn on your notifications so you never miss a new video when it's published: https://www.youtube.com/user/EscapeFitness Shop gym equipment: https://escapefitness.com/shop View our full catalog: https://escapefitness.com/support/catalog (US) https://escapefitness.com/support/catalogue (UK)  ====================================================== Facebook: https://www.facebook.com/Escapefitness Instagram: https://www.instagram.com/escapefitness Twitter: https://www.twitter.com/escapefitness LinkedIn: https://www.linkedin.com/company/escapefitness/   00:00 Intro 02:40 Consumer Behaviour and Mental Health 05:33 Deloitte's European Market Report 08:43 Key KPIs and Market Expansion 13:02 Consumer Fragmentation and Market Opportunities 19:01 Supply Side Fragmentation and Innovation 24:24 Jetts Fitness Market Strategy 31:40 Challenges and Opportunities in Franchising 35:41 Member Experience and Future Trends 39:08 ABC Fitness's International Expansion  

Daniela Linero, Chief Customer Officer at Ontop, explores her inspiring journey from Santa Marta, Colombia, to becoming a trailblazing entrepreneur and leader. She recounts pivotal moments, such as moving to Barcelona for an exchange program and founding her first company, Licify, at just 21 years old in the male-dominated construction industry. In this episode, Daniela reflects on lessons in leadership, courage, and stepping out of her comfort zone. Her story is a testament to the power of determination and adaptability in overcoming challenges and achieving success.Guest Links:Daniela's LinkedInOntopCredits: Host: Lisa NicholsExecutive Producer: Jenny HealMarketing Support: Landon Burke and Joe SzynkowskiPodcast Engineer: Portside Media

Interislander's operator is promising to cough up for ferry disruptions. A Commerce Commission investigation found KiwiRail may have breached the law by suggesting cancelled sailings were out of their control. Mechanical events leading to cancellations will now almost always trigger compensation. Chief customer officer Adele Wilson says people incurred some high costs from cancellations. "As we were trying to catch up the schedule, we had another event - and so people who'd been rebooked, unfortunately some of them were delayed again." LISTEN ABOVESee omnystudio.com/listener for privacy information.

Why has the gender pay gap stalled, and what does it take for women to break into leadership? In this episode of Comp & Coffee, Ruth Thomas sits down with Payscale's Chief People Officer, Lexi Clarke, and Chief Customer Officer, Kate Peter, to explore the latest findings from the 2025 Gender Pay Gap Report. They discuss the challenges women face in leadership, the role of pay transparency, and what businesses can do to close the gap. Grab your coffee and join us for this important conversation!Key Highlights• Discussion of the persistent gender pay gap and the role of pay transparency in addressing this issue.• Insights from Lexi and Kate on navigating leadership roles as women and overcoming challenges in male-dominated industries.• Analysis of factors contributing to the stalling of pay gap improvements since 2022, with a focus on systemic issues and political influences.• Examination of the motherhood penalty and its impact on women's career trajectories.• The importance of having a "personal board of directors" and being authentic in leadership roles.Quotes• "I want to show her what strong looks like. I want to be messy in front of her and show her that you can lead authentically." – Kate Peter• "You can't unsee the data once you have it, and then you want to act on it." – Ruth Thomas• "Being authentic is my way of making sure I'm doing my best work." – Lexi ClarkeReferencesPayscale's 2025 Gender Pay Gap Report

New Relic's Chief Customer Officer Arnaldo (Arnie) Lopez details how their observability platform helps 70,000+ customers monitor cloud performance through AWS infrastructure while introducing AI capabilities that simplify operations.Topics Include:Arnie Lopez is SVP, Chief Customer Officer at New Relic.Oversees pre-sales, post-sales, technical support, and enablement teams.New Relic University offers customer certifications.Founded in 2008, pioneered application performance monitoring (APM).Now offers "Observability 3.0" for full-stack visibility.Prevents interruptions during cloud migration and operations.Serves 70,000+ customers across various industries.16,000 enterprise-level paying customers.Platform consolidates multiple monitoring tools into one solution.Helps detect issues before customers experience performance problems.Market challenge: customers using disparate observability solutions.Reduces TCO by eliminating multiple monitoring tools.Targets VPs, CTOs, CIOs, and sometimes CEOs.Decade-long partnership with AWS.Platform built on largest unified telemetry data cloud.Uses AWS Graviton instances and Amazon EKS.AWS partnership enables innovation and customer trust.Three AI approaches: user assistance, LLM monitoring, faster insights.New Relic AI helps write query language (NURCLs).Monitors LLMs in customer environments.Uses AI to accelerate incident resolution.Lesson learned: should have started AI implementation sooner.Many customers still cautiously adopting AI technologies.Goal: continue growth with AWS partnership.Offers compute-based pricing model.Customers only pay for what they use.Announced one-step AWS monitoring for enterprise scale.Amazon Q Business and New Relic AI integration.Agent-to-agent AI eliminates data silos.Embeds performance insights into business application workflows.Participants:Arnie Lopez – SVP Chief Customer Officer, New RelicSee how Amazon Web Services gives you the freedom to migrate, innovate, and scale your software company at https://aws.amazon/isv/

This is one of my favorite conversations that I wanted to replay this week. If you are in any post sales Customer Success, or Account Management world, you have most likely heard of this week's guest. This week's guest started his journey studying Information Systems and Software Engineering before making the shift into Professional Services, Support, and Customer Success. At the time of recording, he was an Executive VP of Corporate Market and Chief Customer Officer at Higher Logic. Now, he is the CEO of Balboa Solutions, where they help their clients maximize the value of the Pendo platform to power adoption, enablement, and user analytics.This week's guest is the heart of Mount Pleasant, South Carolina, Mr. Jay Nathan. In this week's episode, we discussed:Customer Centric MindsetNatural Curiosity For CustomersLessons From Duke Energy (Large Enterprises and Heavy Process)The Start of The Largest CS CommunityUsing Your Own ProductMuch More! Please enjoy this week's episode with Jay Nathan.____________________________________________________________________________I am now in the early stages of writing my first book! In this book, I will be telling my story of getting into sales and the lessons I have learned so far, and intertwine stories, tips, and advice from the Top Sales Professionals In The World! As a first time author, I want to share these interviews with you all, and take you on this book writing journey with me! Like the show? Subscribe to the email: https://mailchi.mp/a71e58dacffb/welcome-to-the-20-podcast-communityI want your feedback!Reach out to 20percentpodcastquestions@gmail.com, or find me on LinkedIn

Natasha Porter, Chief Customer Officer at Benchmark Gensuite, shares how AI is impacting the world of workplace safety and health. She discusses how these tools can help safety professionals reduce risks, improve processes and prevent incidents in their workplaces. 

Caitlin Wood, Chief Customer Officer at ZeroFox, joins hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠, and ⁠⁠Josh Schachter⁠⁠. They discuss the intricacies of customer success in the cybersecurity industry, along with her unique insights into the challenges and triumphs of leading a customer success organization—especially in the realm of cybersecurity, where the ROI often means that nothing happens.Tune in as Caitlin uncovers how she approaches customer experience, the evolution of customer engagement models, and the balance between AI integration and the indispensable human element in achieving customer success.Timestamps0:00 - Preview, BS & Intros4:08 - Learn about ZeroFOX5:10 - Challenges in Proving ROI in Cybersecurity7:45 - Customer Engagement and Service Model10:57 - Lead Pass Process and CSQLs15:10 - Complexity and Simplicity in Incentives18:10 - Efforts to Mature Models and Remove Friction22:35 - Adaptation of Playbooks25:51 - Attitude, Aptitude, and Experience in Hiring30:56 - Integrating AI for Internal Teams & Tasks___________________________

On the next episode of the Move Swiftly Podcast, we're diving deep into the power of networking with Rachel, founder of Connection Catalyst, a facilitation-based learning company dedicated to transforming networking into a life-changing skill.Rachel is on a mission to help individuals and teams overcome networking fears, build meaningful relationships, and unlock career-changing opportunities. Her journey includes a background in hospitality and food tech, leadership roles from GM to Chief Customer Officer, and an eye-opening learning sabbatical where she connected one-on-one with 300 people in a single year—discovering firsthand how authentic networking fuels success.Through Connection Catalyst, Rachel empowers professionals who:✔ Struggle to establish genuine connections✔ Feel overwhelmed at networking events✔ Want to build stronger teams through better relationships✔ Are preparing for a career transition or business launch✔ Feel like their networking efforts aren't producing resultsHer approach turns “icky” networking into “sticky” relationships, helping individuals and organizations develop the skills needed to thrive in a world where connection is king. Whether through workshops, coaching, or speaking engagements, Rachel is equipping professionals with the tools to grow their net worth through their network.Join us for an insightful conversation on how to maximize your relationships, elevate your career, and unlock doors through the art of connection. If you're ready to network with confidence and purpose, you won't want to miss this episode!

In this episode, I am joined by Andrew Smallwood, Chief Customer Officer at Second Nature. We discuss:(00:00:00) - Intro(00:02:25) - Special product launch: Group Rate Internet(00:07:36) - Where in the resident cycle does this get implemented?(00:14:42) - Sponsor: Second Nature(00:15:47) - Choosing ISPs(00:21:17) - Internet speeds(00:24:25) - Price increases & billing(00:29:26) - Second Nature's approach to building this product(00:45:01) - What PMs can expect in terms of release Learn more & connect with me here:⁠Crane⁠, the private community for property management business owners.⁠My Free PM Newsletter⁠⁠RL Property Management⁠Learn more and connect with Mark here: Andrew on LinkedInSecond Nature Triple Win Property Management Podcast The content of this podcast is for informational purposes only and does not constitute professional advice. I may have consulting agreements with, or financial interests in, companies mentioned in this podcast. Additionally, some of the links included may be affiliate links, meaning I may earn a commission if you purchase through these links. Always perform your own due diligence before making any financial or business decisions.

Today's workplaces are more diverse than ever. With employees spanning five generations, each with unique expectations, how can companies create a culture that works for everyone?In this episode, host Vanessa Brulotte sits down with Tara Martell, Chief Customer Officer at BambooHR, and Kate Noel, SVP Head of People Operations at Morning Brew, to discuss the challenges and opportunities of managing a multigenerational workforce.They explore how generational differences shape communication, technology use, and career expectations—and why it's crucial to move beyond stereotypes to focus on individual needs. Plus, they share practical ways to adapt leadership, training, and benefits to better support employees at every stage of their careers.Key takeaways:How to better understand the changing needs of each generationStrategies for adapting leadership and training to different age groups Practical ways to design benefits that appeal to all employees Key topics:(00:00) Introducing Tara Martell and Kate Noel(03:13) How generational needs vary in today's workforce (07:22) The rise of work-life flexibility and mental health awareness(10:15) Learning about your employees' needs(15:51) Compensation and benefits for different generations(20:30) Addressing unique needs through support and training(24:50) The importance of adapting to a multigenerational workforce(26:51) Setting expectations for career growth(32:53) Resources on building inclusive workspaces(34:58) How to screen applicants for authenticityKey links:Read BambooHR's blog, “4 Tips for Managing a Multigenerational Workforce, From Boomers to Gen Z”:https://www.bamboohr.com/blog/manage-multigenerational-workforceRead BambooHR's blog, “How Different Generations Want To Be Recognized at Work”: https://www.bamboohr.com/blog/how-different-generations-want-to-be-recognizedSubscribe to HR Unplugged Series:https://www.bamboohr.com/resources/podcasts/hr-unplugged/Join HR Heroes Slack Community:https://join.slack.com/t/hrheroesworkspace/shared_invite/zt-21ad3f1r8-dkWC2EdmyhxUAHw9cGLdQwBambooHR Homepage: https://www.bamboohr.com/Connect with Tara on LinkedIn: https://www.linkedin.com/in/tara-martell-b5600b4bConnect with Kate on LinkedIn: https://www.linkedin.com/in/kate-noel-2b895242/Sign...

Yamini Rangan is the CEO at HubSpot. The $32BN juggernaut that has revenues of $2.6BN, over 247,000 customers and 8,200 employees. Prior to Hubspot, Yamini served as Chief Customer Officer at Dropbox, and before Dropbox, she was VP of Sales Strategy and Operations at Workday.  In Today's Episode We Discuss: 04:16 Taking Over the CEO Role from the Founders 07:58 Wartime vs Peacetime CEOship 11:18 How to Scale Into Enterprise: What Everyone Gets Wrong 22:20 Why is B2B Not Winner Take All 29:33 How Does Hubspot Compete Against Salesforce 33:26 Where Does Value Accrue in a World of AI 37:40 How Does Yamini Use AI Everyday 41:17 What Does Hubspot Do When It's Core SEO Channel Dies 44:10 Quickfire Round: Satya Nadella, Parenting Advice, Biggest Concern 51:35 Closing Thoughts and Reflections  

In this episode of UnapologeTECH, we explore the power of community as capital with Christina Garnett—Fractional Chief Community Officer at Hey Orca, Chief Customer Officer at Numotion, author, and podcaster.We break down how to build, nurture, and activate professional relationships to open doors, secure opportunities, and foster career growth. Christina shares her insights on why community is an undervalued asset, how women in tech and leadership can strategically expand their networks, and the key role mentorship and sponsorship play in professional success.Tune in to learn actionable strategies for leveraging your network, avoiding common pitfalls, and creating meaningful connections that go beyond transactions. Plus, hear inspiring stories of how community transformed career paths and led to breakthrough opportunities.Don't miss this conversation on the power of relationships, resilience, and women supporting women in the tech industry and beyond!

AI is starting to drive a profound shift in the workplace. The skills we've prioritized for decades are becoming automated, with uniquely human capabilities beginning to emerge as the true differentiators. So, are your hiring and development strategies still focused on what machines can already do, or are you investing in the skills that AI can't replicate? The rapid evolution of AI is starting to reshape the skills landscape, but it is already becoming clear that many employers will struggle to adapt. While hard skills have traditionally dominated hiring and development strategies, it's becoming increasingly clear that soft skills like communication, critical thinking, empathy, and adaptability are the true differentiators in an AI-dominated workplace.  However, most organizations don't know how to properly define, measure, or develop these soft skills, leaving them vulnerable to skills shortages in the human capabilities that will drive their future success. So, how can companies identify and nurture the skills that AI can't replicate? My guest this week is Dan Haywood, Chief Customer Officer at Go1, one of the world's leading learning content aggregators. Dan shares valuable insights on how the skills landscape is evolving and why soft skills are becoming increasingly critical as AI handles more technical and repetitive tasks. In the interview, we discuss:  • [01:56] How the demand for skills is evolving in an AI world  • [03:04] Why education systems aren't adequately preparing people for modern work  • [08:11] The four key soft skills groups employers need to focus on  • [11:51] The challenges of defining, measuring, and developing soft skills and how to overcome them  • [14:30] How employers can embed soft skills into their learning culture • [14:30] The importance of executive modeling in skills development  • [16:55] Connecting soft skills development to measurable business outcomes  • [17:02] What the future skills landscape will look like as AI continues to advance Follow this episode on Apple Podcasts. Follow this episode on Spotify.

In today's episode Patrick and Shelli welcome Jay Topper, Chief Customer Officer at Fabric, to discuss his extensive career, leadership practices, and retail trends in 2025. In our wide-ranging discussion, Jay emphasizes the importance of curiosity, self-awareness, and a 'hero culture' within organizations to foster quick and effective change. As an advocate for rapid execution and overcoming complacency, he offers practical advice for leaders to push their teams, but not push them away. Jay unpacks how to strike a balance between speed and thoughtful decision-making to achieve attainable and sustainable successes.(00:23) Welcome Jay Topper(02:15) Jay's Role at Fabric(03:47) Retail Industry Insights for 2025(09:00) Navigating Technology and AI in Retail Tech(14:30) Pushing for Speed in your Teams(23:56) Building a Hero Culture(26:36) Handling Crisis with Levity(29:11) Building Trust in a New Company(41:42) Embracing Impatience(44:31) The Value of Being Proven Wrong(49:02) Closing ThoughtsJay Topper, Chief Customer Officer at Fabric, is a US Army and Coast Guard veteran, who earned a Bachelors degree at the US Coast Guard Academy, and a Masters degree at NYU Tandon School of Engineering. After a decade serving our nation, he's had an exceptional 30 year civilian career, holding technology leadership roles like Chief Digital Officer, Chief Information Officer, Chief Technology Officer at Chico's FAS, FTD, Vitacost, and Rosetta Stone. He hosts his own podcast for Fabric exploring leadership and retail tech, called “Chiefly Digital.”If you'd like to receive new episodes as they're published, please subscribe to Innovation and the Digital Enterprise in Apple Podcasts, Spotify, or wherever you get your podcasts. If you enjoyed this episode, please consider leaving a review in Apple Podcasts. It really helps others find the show.Podcast episode production by Dante32.

#updateai #customersuccess #saas #businessRimple Patel, Chief Customer Officer at Eightfold.ai, joins host Josh Schachter, Co-Founder & CEO of UpdateAI, as she walks us through her strategic approach to leadership, including evaluating teams, aligning missions, and fostering a customer-first culture. Josh and Rimple also explore the role of AI in scaling business processes, covering innovations like agentic AI and AI recruiters while emphasizing the irreplaceable human element in the workplace. Finally, Rimple shares her insights on driving GRR and NRR growth at Eightfold and her strategy for scaling the company.Timestamps00:00 - Preview & Intros01:35- Overview of Eightfold.ai04:30 - AI in Talent Management08:00 - Rimple's Journey, Career Path & Industry Experience17:43 - Challenges & Insights from Her Role as CCO 20:03 - Evaluating Leadership, Talent, and Cultural Shifts 21:05 - Building a Customer-First Value System 22:09 - Team Principles & Leadership Accountability28:50 - Customer Segmentation & Health Assessment Strategies 31:13 - Revamping Customer Health Assessment33:05 - Yearly Growth Strategy: Stabilize, Scale, Soar___________________________

In this weeks' Scale Your Sales Podcast episode, my guest is Elizabeth Bloss.   I am a two-time Chief Customer Officer with over 15 years of global leadership experience in technology. I specialize in building and scaling high-performing customer-facing teams, aligning cross-functional initiatives, and driving revenue growth through customer success. I'm a passionate advocate for diversity, actively coaching and mentoring women in tech.   In today's episode of Scale Your Sales podcast, Elizabeth explores the evolving role of customer success as a key revenue driver. Elizabeth shares insights on breaking down silos, ensuring cross-functional alignment, and maintaining momentum year-round. The discussion highlights the impact of customer centricity on sustainable growth and the role of change management in driving success.   Welcome to Scale Your Sales Podcast, Elizabeth Bloss.     Timestamps: 00:00 Scale Your Sales: Customer Success 05:48 Biweekly Check-In Meetings Benefits 07:19 Importance of Visibility in Revenue Operations 12:13 Customer-Centric Growth Strategies 14:02 Evaluating Product Value Perception 19:05 Understanding Customer Usage Trends 21:17 Customer Success Drives Revenue Growth 24:51 Aligning Success Metrics 28:29 Master Your Numbers   https://www.linkedin.com/in/elizabethblass/     Janice B Gordon is the award-winning Customer Growth Expert and Scale Your Sales Framework founder. She is by LinkedIn Sales 15 Innovating Sales Influencers to Follow 2021, the Top 50 Global Thought Leaders and Influencers on Customer Experience Nov 2020 and 150 Women B2B Thought Leaders You Should Follow in 2021. Janice helps companies worldwide to reimagine revenue growth thought customer experience and sales.   Book Janice to speak virtually at your next event: https://janicebgordon.com   LinkedIn: https://www.linkedin.com/janice-b-gordon/   Twitter: https://twitter.com/JaniceBGordon   Scale Your Sales Podcast: https://scaleyoursales.co.uk/podcast   More on the blog: https://scaleyoursales.co.uk/blog   Instagram: https://www.instagram.com/janicebgordon   Facebook: https://www.facebook.com/ScaleYourSales   And more! Visit our podcast website https://scaleyoursales.co.uk/podcast/ to watch or listen.

Fantastic replay! Your host, Greg, engages in a fascinating conversation with Jim Iyoob, a visionary in customer experience and AI integration. Discover how artificial intelligence and data-driven strategies are revolutionizing the customer service industry and what this means for the future of businesses.About Our Guest: Jim Iyoob, the Chief Customer Officer at ETech Global Services, is an expert with over two decades of experience in customer experience and contact center operations. His journey from a call center agent to a CX pioneer offers invaluable insights into the evolution and future of customer service.In This Episode, You Will Learn:How artificial intelligence is transforming customer service.The importance of a data-driven culture in modern businesses.Strategies for integrating AI with human intelligence to enhance customer experience.Jim Iyoob's unique perspective on the future of customer interactions.Connect with Jim Iyoob:LinkedIn: Jim IyoobYour Host:Gregorio Uglioni, host of the CX Goalkeeper PodcastFollow Gregorio for more smart discussions on CX, transformation, and leadership. https://www.linkedin.com/in/gregorio-uglioni/CX Goalkeeper Podcast (audio)Apple Podcast: https://apple.co/3qYr4nhSpotify: https://bit.ly/3GhCGXeCXGKDon't forget to subscribe to the CX Goalkeeper Podcast on your favorite platform. Share this episode with your colleagues who are passionate about customer experience and AI. Leave a review and let us know what you think!

In this episode, the CPG guys speak with Carrie Sander, Chief Customer Officer at Kellanova, formerly the snacks division of The Kellogg Company.Find Carrie on LinkedIn at: http://linkedin.com/in/carrie-sander-b634b04Find Kellanova on LinkedIn at: https://www.linkedin.com/company/kellanova/Find Kellanova online at: https://www.kellanova.com/us/en/home.htmlCarrie answers these questions:You've spent almost the entirety of your professional career with the same company. What were some of the specific experiences that you felt prepared you for your current remit as Chief Customer Officer?Would you share with our audience what you love most about the CCO role and what you find to be some of the major challenges in today's omnichannel world, post-pandemic?Let's talk “customer-first.” What are the core objectives in a customer-first approach. How do you keep your customers at the center of all your key decisions?Joint Business Planning is a key component of how CPG Brands go to market with important retail customers. What are the elements of a successful JBP process that you would like to call out and how are we as an industry doing at incorporating elements of loyalty & retail media into the process?Virtually all of your strategic retail customers have launched retail media platforms in the last few years. With the exception of Amazon and Walmart, these are still largely managed at the trade level. What still needs to be true before any of the “other” RMNs can make it into the strategic investment plan for national brands? Is it scale, is it full funnel capabilities, is it measurement? What?How does Kellanova lead with insights & innovation and tell stories that influence growth?What are the relevant industry trends that you are focused on building skills against for you and your team?What are your thoughts on the industry looking out 1-3 years?Apply to join the Cornell retail media program https://ecornell.cornell.edu/certificates/marketing/retail-media-strategy/?utm_source=cpg+guys&utm_medium=multi-channel_campaign&utm_campaign=mktgstrat_Retail+Media+Strategy+-+CPG+GuysCPG Guys Website: http://CPGguys.comFMCG Guys Website: http://FMCGguys.comCPG Scoop Website: http://CPGscoop.comRhea Raj's Website: http://rhearaj.comLara Raj in Katseye: https://www.katseye.world/DISCLAIMER: The content in this podcast episode is provided for general informational purposes only. By listening to our episode, you understand that no information contained in this episode should be construed as advice from CPGGUYS, LLC or the individual author, hosts, or guests, nor is it intended to be a substitute for research on any subject matter. Reference to any specific product or entity does not constitute an endorsement or recommendation by CPGGUYS, LLC. The views expressed by guests are their own and their appearance on the program does not imply an endorsement of them or any entity they represent. CPGGUYS LLC expressly disclaims any and all liability or responsibility for any direct, indirect, incidental, special, consequential or other damages arising out of any individual's use of, reference to, or inability to use this podcast or the information we presented in this podcast.

Check out these highlights from Day 2 of this year's awesome event!!! 00:10 - William Peterson, Area Sales Manager at Flyability 15:35 - Joe Hutton, Director of Inertial Technology, Airborne Products at Trimble 25:12 - Pablo Fuentes, Co-Founder and Principal at Makepath 43:32 - Dennis Hirota, President at Sam O. Hirota, Inc. 1:05:48 - Susan Brattberg, Founder and Chief Customer Officer & Jessa Tracy, Director of Marketing at Global E-Training 1:20:32 - Courtney Tovar, QA/QC Manager at Aerial Services, Inc. 1:28:20 - Marc Goldman, Director of Industry Solutions at ESRI

How does a long-term entrepreneur identify a good idea, scale it, and stay committed to that vision over 30 years? In this episode, Rich sits down with Angie Hicks, Co-founder and Chief Customer Officer at Angi, formerly Angie's list. They discuss building a business from the ground up, leading employees and external partners, and maintaining enthusiasm for a long-term goal. ---------Key Quotes: “ If you don't maintain the culture, it'll be a bad culture.” “When I think about whether I like what I'm doing, I base it on two factors. One, do I like the people I'm working with? And two, am I learning new things?”“Sometimes you have to force a learning function on the organization because it's important. Because the landscape shifts and you don't want to get caught flat-footed.”“Find your unit that you're going to evaluate things on. What is it? What is that process? And then make sure you can always pull back the layers to make sure that element is working well.”Practice Makes Profit: Solve challenges effectively and efficiently with solutional thinking. League of Strategic Minds [listener question]:    How can I help my team be more innovativeWinsights: Ideas for Advantage: Meg Whitman, former CEO of eBay and HP Enterprises, said, “First, you need the right strategy. Less than perfect execution against the right strategy will probably work. 100 percent execution against the wrong strategy, won't.” Does your team have a strategy that you believe in and can help win in the market? If not, all the time you're spending on execution and tactics is being wasted. The motto is ready, aim, fire not just keep firing. Think first.--------Time stamps:(00:41) Deep Dive Interview with Angie(47:27) Practice Makes Profit486:57) League of Strategic Minds (50:11) Winsights, Ideas for Advantage  ---------Links:Submit a question for Rich to the League of Strategic Minds: https://www.strategyskills.com/strategic-minds-podcast/ Angie Hicks on LinkedIn: https://www.linkedin.com/in/angie-hicks-30566/Angi: https://www.linkedin.com/company/angi/Rich Horwath on LinkedIn: https://www.linkedin.com/in/richhorwath/Rich Horwath on YouTube: https://www.youtube.com/@RichHorwathRich Horwath on Instagram: https://www.instagram.com/richhorwathceo/Strategic Thinking Institute Website: https://www.strategyskills.com/Inc. Magazine's Top 4 book for 2024: STRATEGIC  Book: https://www.amazon.com/Strategic-Direction-Advantage-Executive-Excellence/dp/1394215339New executive development platform: Strategic Fitness System: http://www.Strategic-Fitness-System.com Sign up for Rich's free Strategic Thinker Newsletter: https://www.strategyskills.com/subscribe/[Subscribe to the Podcast] On Apple Podcasts: https://podcasts.apple.com/us/podcast/strategic-minds/id1748877976On Spotify: https://open.spotify.com/show/57wbZTtLJhznc4OBCe0OE6?si=c2c74bbb9b4340e0&nd=1&dlsi=f9d56ce5aafd4941 

#updateai #customersuccess #saas #businessJoin Josh Schachter (Founder & CEO, UpdateAI), Kristi Faltorusso (CCO, ClientSuccess), and Jon Johnson (Principal CSM Enterprise, UserTesting) as they discuss the recent merger between Opexus and Casepoint with Bonnye Hart, Chief Customer Officer.Discover how these twin powers under the Thoma Bravo banner are navigating change, professional growth, and customer success. From strategic partnerships to expanding adoption, this episode is packed with engaging conversations and expert insights.Timestamps0:00 - Preview, BS & Intros2:49 - Thoma Bravo and merger discussion6:04 - Team dynamics post-merger8:00 - Introduction to Opexus and Casepoint11:53 - The curiosity post-merger and job security14:43 - Engagement models and customer-centricity22:17 - Bonnye's strategy & approach to CS___________________________

In the first episode of season 6 of the Grow Your B2B SaaS podcast, we discuss how customer success helps B2B SaaS companies grow by keeping customers happy and reducing churn. Our guest, Kristi Faltorusso, has 13 years of experience in customer success and SaaS. She shares how to create and manage customer success strategies. Kristi is the Chief Customer Officer at ClientSuccess, a founding member of the Gain, Grow, Retain CS Community, and a limited partner at Stage2 Capital. She also co-hosts three CS podcasts and offers valuable resources for SaaS businesses. Tune in to hear Kristi's insights on customer success.Key Timestamps (0:50) - Guest Introduction: Kristi Faltorusso (1:28) - Importance of Customer Success in B2B SaaS (4:32) - Common Misconceptions About Customer Success (7:54) - Starting and Building Customer Success (9:25) - The Journey from Crawl to Walk to Run (13:46) - Challenges in Using Customer Data Effectively (17:16) - Importance of Early Indicators and Trends (19:40) - Involving Customers in Building Processes (24:34) - Risk and Opportunity of AI in Customer Success (33:08) - Best Advice on Customer Success (34:18) - Scaling from 10 Million to 100 Million ARR

This episode features an interview with John O'Melia, Chief Customer Officer at Contentsquare, where his team works to ensure all customers harness the full power of Contentsquare's technology and drive significant business value. Previously, he was the CEO of Seal Software (acquired by Docusign in 2020) and held leadership roles in Customer Success and Sales at Dell EMC.In this episode, Kailey and John discuss the challenges of balancing business decisions with customer-centric values, evolving customer expectations, and the importance of real-time data in enhancing digital customer experiences.-------------------Key Takeaways:By using advanced data capture and analysis tools, businesses can identify and respond to issues promptly, optimizing digital interactions and ensuring customer satisfaction.Businesses need technology guardrails in place to ensure that personalization efforts do not cross into territory that customers might find invasive or uncomfortable.Companies must continuously innovate and refine their digital strategies to meet and exceed customer expectations.-------------------“ If you get enticed to go to an application to go buy this thing and you're going to get a 30% discount code, if that code doesn't work, you're not necessarily going to spend the next five minutes trying to figure out how to make it work. You have a one-shot deal on many of these situations. Your ability to spot that you've got a problem with that code or that checkout page and be able to deal with it is the difference between having a great Black Friday or having a so-so Black Friday.” – John O'Melia-------------------Episode Timestamps:‍*(02:27) - John's career journey*(06:45) - Trends impacting customer experience‍*(12:37) - How Contentsquare is using AI to improve experiences‍*(24:39) - How John defines ‘good data'‍*(27:13) - Real-time monitoring use cases‍*(33:08) - John's recommendations for upleveling digital strategies-------------------Links:Connect with John on LinkedInConnect with Kailey on LinkedInLearn more about Caspian Studios-------------------SponsorGood Data, Better Marketing is brought to you by Twilio Segment. In today's digital-first economy, being data-driven is no longer aspirational. It's necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com

BRAVE COMMERCE Live, held in May 2024, brought together leading voices in commerce to explore the rapidly changing landscape of consumer behavior, technology, and retail strategies. Rachel Tipograph, Founder & CEO of MikMak hosted a dynamic panel discussion with Kate Hamill, Director, Head of Industry, Retail & eCommerce at Meta, Veeral Shah, President & Chief Customer Officer of Nestlé Health Science at Nestlé, and Sam Gagliardi, EVP - eCommerce, Global Solutions at Circana.This engaging conversation delves into how demographic shifts, such as Gen Z's fluidity and Gen Alpha's diversity, are redefining commerce. The panelists explore the role of AI in personalizing consumer experiences, optimizing creative production, and driving innovation in supply chains. From the rising importance of real-time data to evolving retail media strategies, the discussion highlights actionable ways brands can adapt to these changes while focusing on ROI and market share.Discover how leaders across the ecosystem are preparing for the next five years of commerce by integrating cutting-edge AI, breaking down silos for better collaboration, and embracing omnichannel approaches to meet consumers where they are.Key Takeaways:Generational Shifts in Consumer Behavior: Learn how changes in demographics and culture influence consumer expectations and brand loyaltyAI as a Driver of Innovation: Explore how companies like Nestlé and Meta are using generative AI for creative personalization, R&D efficiency, and media optimizationOmnichannel Collaboration: Understand the importance of integrating real-time data, retail media, and personalized strategies to create seamless consumer experiences Hosted on Acast. See acast.com/privacy for more information.

This episode's Community Champion Sponsor is Ossur. To learn more about their ‘Responsible for Tomorrow' Sustainability Campaign, and how you can get involved: CLICK HEREEpisode Overview: Healthcare organizations face mounting cybersecurity threats that can disrupt patient care, compromise sensitive data, and cripple operations. Our next guest, George Pappas, is tackling these challenges head-on as CEO of Intraprise Health, a Health Catalyst Company. With over 35 years of executive technology experience, George brings unique insights from leading DrFirst's growth to serving 1,400+ hospitals and 100,000 prescribers. After witnessing multiple healthcare organizations fall victim to cyberattacks, he now leads Intraprise Health's mission to create a more cyber-resilient healthcare ecosystem. Join us to discover how George and the Intraprise Health team are safeguarding healthcare's digital frontier by helping organizations visualize their risk landscape, protect patient data, and stay ahead of evolving threats. Let's go!Episode Highlights:Cybersecurity is a team sport- while CISOs lead, every employee plays a crucial role in protectionHealthcare faces a perfect storm: aging infrastructure, limited budgets, and sophisticated cyber threatsChange Healthcare attack disrupted 30% of US healthcare payments, revealing cybersecurity's impact on patient carePrevention costs are 15-20 times less than recovery costs from cyberattacksNew York's stricter cybersecurity rules signal rising standards nationwide About our Guest: George Pappas, CEO of Intraprise Health, a Health Catalyst Company, is a high-tech executive with more than 35 years of deep cross-functional experience in Sales & Marketing, Professional Services, Operations, Product Management, and R&D. Most recently Chief Customer Officer and Chief Operating Officer at DrFirst, a medication management company, George was responsible for growing the customer base to over 1,400 hospitals and 100,000 prescribers in the US and Canada. George has a long history of working with software and services companies, bringing them from inception to high-growth stage, with sizes from $5M to over $100M in revenue, including Initial Public Offerings. Prior to DrFirst, he served as Chief Operating Officer of Motionsoft, an Edison Partners portfolio company, after serving on their Board of Directors. Earlier, he was Executive Vice President at Presidium, as well as member of their Board of Directors.George has experience in a range of industries including Healthcare, Financial Services, Telecommunications, US National Security Community, and Higher Education. A seasoned executive with strong regional, national, and international experience, he has led R&D teams in the US, India, Russia, Poland, and China. He is active in CHIME and a member of their CFCHE program.George holds a patent in sales risk management and is a graduate of Boston University.Links Supporting This Episode: Intraprise Health Website: CLICK HEREGeorge Pappas LinkedIn: CLICK HEREIntraprise Health LinkedIn page: CLICK HEREMike Biselli LinkedIn page: CLICK HEREMike Biselli...

  This week on The Modern Customer Podcast, Kristi Faltorusso, Chief Customer Officer at ClientSuccess, joins me to discuss how she's transforming customer success through personalization, relationships, and AI. With over a decade of experience, Kristi has helped SaaS companies build impactful customer success programs that drive results. Kristi shares how to design personalized customer journeys, leverage AI tools like ChatGPT to enhance workflows, and foster genuine connections that build trust and loyalty. She also dives into how leaders can create authentic content to connect with their audience and adapt to the challenges of a changing SaaS landscape. From balancing authenticity and professionalism to rethinking workflows for AI integration, this episode is packed with actionable insights.

Is your business building true customer loyalty—or is it just locking customers into a system they can't escape? Today, we're joined by Toya Del Valle, Chief Customer Officer at Cornerstone, a workforce agility company that supports over 7,000 customers, including global leaders like Samsung and UPS. With a unique journey from HR director to CCO, Toya brings a deep understanding of what HR leaders and organizations need to succeed. She's here to share insights on leveraging AI for customer success, building meaningful relationships between CFOs and customer leaders, and creating loyalty in an increasingly SaaS-driven world. About Toya Del Valle Toya Dell Valle is the Chief Customer Officer at Cornerstone, the leading learning and talent management company. She champions a focus on customer centricity to grow and build extraordinary outcomes with our customers. She leads all post-sales functions driving customer value, revenue generation, and operational scale including Customer Success Management (CSM), Professional Services, Support, Education, Partner Success, and Strategy & Operations. RESOURCES Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Listen to The Agile Brand without the ads. Learn more here: https://bit.ly/3ymf7hd Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Live from CultureCon, we're talking workplace magic with Debra Squyres, Chief Customer Officer at Bonusly!

#updateai #customersuccess #saas #business Colin Murphy, SVP & Chief Customer Officer at BMC Software joins Josh Schachter, Co-Founder & CEO at UpdateAI to share insights from his extensive experience in customer success management. Colin & Josh delve into BMC's customer-centric approach to enhance risk mitigation, adoption, and expansion within the company. As we kick off 2025, Colin also reveals the vision for the year ahead, highlighting innovative approaches in leveraging AI technology to improve BMC's customer interactions. Timestamps 0:00 - Preview 1:00 - Meet Colin Murphy and overview of BMC Software 6:30 - Customer Success at BMC Software 11:35 - Core objectives of CS 13:13 - BMC's Growth Priorities 15:01 - Engagement framework, tracking & adoption reviews 21:30 - Vision and Objectives for 2025 24:40 - Use of AI in CS and Tech Support ___________________________

Enhancing Citizen and Customer Experience through Real-Time Feedback and Personalization  Shep Hyken interviews Gabriele “G” Masili, Chief Customer Officer at Granicus, a company that helps governments engage the people they serve. He discusses enhancing governmental customer experiences through real-time feedback, personalization, citizen engagement, and human-centered design – something every type of business should be doing.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can listening to customer exchanges improve overall service experiences?  Why is it important to get feedback in real time?  What is human-centered design?  How can personalization contribute to better engagement?  What strategies can organizations use to empower employees to improve customer interactions?  Top Takeaways:    Listening to customers is crucial in improving their experiences. Employees should pay attention to what customers say and use those insights to improve things.   Gathering feedback while someone is using a service, not just after, can provide valuable insights to improve processes and fix issues before they escalate constantly.   When many people provide feedback, it can be analyzed to show trends and areas for improvement. This data helps make informed decisions on enhancing services further. It provides valuable insights into what customers or citizens need and want.  Trust is essential when dealing with government services. When people trust their government, they have better experiences. Trust can be built by engaging constituents and personalizing services to meet their needs. When people feel understood and valued, their trust in the service provider, whether the government or private companies, grows.  Using human-centered design helps tailor services to meet the specific needs of different people. This means creating journeys that take into account how individuals interact with services.   Unlike businesses that often compete, government entities frequently learn from each other and share strategies. They work together to improve experiences for citizens by sharing the best practices. This collaboration helps everyone benefit from successful approaches and avoid common problems.   Personalizing services means adjusting them to fit the needs of different people. Asking for the right information allows organizations to tailor their offerings and provide better experiences.   Plus, “G” shares how staffing issues affect government service delivery. Tune in!  Quote:   "When you look at what drives a good government experience, it's trust.. Create better trust between the government and constituents by promoting better engagement."    About:    Gabriele “G” Masili is the Chief Customer Officer at Granicus. He is a keynote speaker and CX thought leader.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices