Podcasts about chief customer officers

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

Retirement planning is more than just building savings; it’s about preparing for the life you want to lead. In this insightful conversation Africa Melane speaks to Old Mutual Corporate’s Chief Customer Officer, Michelle Acton who shares crucial steps for you to take when planning your retirementSee omnystudio.com/listener for privacy information.

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

We continue with Joe St John, Chief Customer Officer from AutoFi, in this episode. Joe is so passionate about his role, that he went on a journey round the states, in disguise taking sales jobs in order to understand the current process good and bad. What stood out to him, is that managers are exhausted and covering many roles.  Customers are more sceptical than in the past and the trust gap with the trade has grown. We discuss empowering your sales team and giving them the tools to succeed. Here are the highlights: {00:52} Back to the floor  {03.33} Transaction time is longer {04:32} Trust Gap {05:36} Negotiation Process {11:35} Empower your sales people {14:53} Best manager on the journey {20:09} People make the difference {26:51} Why change career {31:23} Break everything About Symco Training: Symco Training was founded in 2000 by Simon Bowkett and it was his belief that the business had to offer its clients something different. That difference was clear to Simon from his days in the dealership when he experienced many sales trainers who had all the answers, but were unable, unwilling or both to actually show the delegate how they could be implemented. It remains the ethos of the business today. You see, Symco only employ trainers that are committed to delivering not only in spiring and insightful training, but are equally as happy to demonstrate these skills and techniques with real customers in your own showroom. We believe in order for sales training to be effective and in Simon's words ‘real world', it needs to be tried and tested in the only place it matters the showroom floor. There is no room for theory when your goals are for your team to sell more cars, hours or parts and retain more profit. In dealerships around the world the focus applied by many of the sales executives is to try and sell a deal. Symco specialise in getting your teams to focus on selling themselves, the product and then supporting this with the deal. To find out more visit: www.symcotraining.co.uk

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

We are delighted to have Joe St John, Chief Customer Officer from AutoFi, with us for the next two episodes. His background is automotive, his parents worked in dealerships, and he has been a salesman, manager and trainer in the trade for a number of years.  Joe was our favourite speaker from this year's NADA conference in New Orleans.  He is so passionate about the customer experience and how we transition from their digital research to the buying process on site. As he says time kills deals, so let's focus on making it as smooth and efficient as possible. Here are the highlights: {02:25} Joe's background  {06:55} Time Kills Deals {10:25} Fastest growing tech company since 2010 {13:05} The we purchase has changed {15:00} Customer digital research {17:14} Start process in the dealership where the customer is {19.50} Too much time taken to stack the deal lets the customer shop elsewhere {25:07} Disconnect between digital research and selling in the showroom About Symco Training: Symco Training was founded in 2000 by Simon Bowkett and it was his belief that the business had to offer its clients something different. That difference was clear to Simon from his days in the dealership when he experienced many sales trainers who had all the answers, but were unable, unwilling or both to actually show the delegate how they could be implemented. It remains the ethos of the business today. You see, Symco only employ trainers that are committed to delivering not only in spiring and insightful training, but are equally as happy to demonstrate these skills and techniques with real customers in your own showroom. We believe in order for sales training to be effective and in Simon's words ‘real world', it needs to be tried and tested in the only place it matters the showroom floor. There is no room for theory when your goals are for your team to sell more cars, hours or parts and retain more profit. In dealerships around the world the focus applied by many of the sales executives is to try and sell a deal. Symco specialise in getting your teams to focus on selling themselves, the product and then supporting this with the deal. To find out more visit: www.symcotraining.co.uk

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___________________________

Las pequeñas y medianas empresas enfrentan muchos retos para mantenerse y crecer, pero la experiencia del cliente y el marketing puede ayudarles sobrevivir y ganarle a su competencia. En este episodio, Werner Hirschi, Chief Customer Officer de El Palacio de Hierro, cuenta a Nancy Malacara, reportera de Mercadotecnia, y Gonzalo Soto, director editorial en Expansión, las claves del éxito de esta empresa y cómo es que las pymes pueden aplicar sus estrategias. Escucha un episodio nuevo cada lunes en todas las plataformas. Learn more about your ad choices. Visit megaphone.fm/adchoices

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 

In this episode of Always Be Testing, host Tye DeGrange welcomes Dan Darcy, Chief Customer Officer at Qualified, for a deep dive into growth, performance marketing, and the evolving role of AI in sales and marketing. Dan shares insights from his time at Salesforce and how Qualified has transformed from a live chat tool into an AI-powered platform helping marketers convert website visitors into leads. The conversation explores how Piper, an AI Sales Development Representative, is automating and personalizing lead engagement, the importance of speed to lead, and how AI-driven data insights are replacing traditional lead forms to improve conversion rates. Dan also discusses the challenges of scaling startups, the role of education in category creation, and why continuous testing and learning from failures are essential for growth. He highlights the power of face-to-face customer interactions and the impact of Qualified's highly rated support team. The episode wraps up with personal insights from Dan, touching on his favorite tools, passion for hosting, and love for Bravo reality shows. Listen now to gain valuable lessons on AI, marketing, and building strong customer relationships.

#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.

In this episode of Bridges to Excellence, host Desmond Nicholson interviews Damian Tanenbaum, a seasoned leader in the payments and fintech industry. Damian shares his incredible journey being of humble beginning from Brooklyn, New York to becoming the Chief Customer Officer at One Inc. He recounts his career milestones at giants like First Data, Heartland Payments, TSYS, and Ingenico, along with his entrepreneurial ventures and his passion for martial arts. The conversation dives deep into his leadership philosophy, the role of data analytics and AI in customer experience, and the importance of balancing professional and personal life. Damian also discusses his foray into acting and the lessons he's learned along the way, offering actionable takeaways for anyone aspiring to excel in their career.00:00 Introduction to Bridges to Excellence00:35 Meet Damian Tannenbaum04:20 Damian's Early Life and Career Beginnings08:43 Climbing the Corporate Ladder11:45 Venturing into the Philippines14:08 Heartland Payment Systems and Beyond15:15 Joining Fifth Third and Pivotal Payments16:48 Cayenne and the TSYS Acquisition20:11 Navigating Global Payments and BJJ Link21:32 Engenico and the COVID Challenge23:29 Consulting and Joining One Inc.29:50 The Role of Data Analytics and AI30:38 Leveraging AI in Customer Experience32:01 The Role of AI in Call Centers33:00 Transition to Personal Passions36:25 From Martial Arts to Acting38:06 The Journey of a Martial Artist43:13 Leadership and Mentorship Insights45:36 Balancing Work and Life49:41 Advice for Beginners and Companies58:14 Future Endeavors and Final Thoughts

In this episode, Avanish and Jim discuss:Jim's 46-year journey from IBM to Salesforce, including his role in scaling Salesforce from $22M to $5B in revenueHow customer demands, particularly from companies like Cisco and Merrill Lynch, shaped Salesforce's platform strategyThe strategic decision to separate the application layer from the platformCreating a successful customer success organization to drive adoption and showcase customer storiesThe evolution of Salesforce's partner strategy and metrics for measuring ecosystem successHow the "tactics dictate strategy" philosophy helped Salesforce respond to market needsAbout Our GuestJim Steele is the President of Global Strategic Customers and Partners at Salesforce. Previously, Jim served as Salesforce's President of Worldwide Sales and Chief Customer Officer for over 12 years, from 2002 through 2014 where he led the growth of the company from $22 million to more than $5 billion in revenue. Jim rejoined Salesforce in 2020 as President of Global Strategic Sales with his primary focus to bring the full power of Salesforce to its largest and most strategic customers. Most recently, Jim has also assumed responsibility for Salesforce's Alliances & Channels organization, the Emerging Business operating unit, and Private Equity practice. Previously Jim served as Chief Revenue Officer and President of Yext, President and Chief Revenue Officer of InsideSales.com and President of Worldwide Sales at Ariba. Jim started his career at IBM where he spent over 22 years in executive leadership and senior sales roles including VP and GM of Sales in Asia, based in Tokyo.About our HostAvanish Sahai is a Tidemark Fellow and has served as a Board Member of Hubspot since April 2018 and of Birdie.ai since April 2022. Previously, Avanish served as the vice president, ISV and Apps partner ecosystem of Google from 2019 until 2021. From 2016 to 2019, he served as the global vice president, ISV and Technology alliances at ServiceNow.  From 2014 to 2015, he was the senior vice president and chief product officer at Demandbase.  Prior to Demandbase, Avanish built and led the AppExchange platform ecosystem team at Salesforce, and was an executive at Oracle and McKinsey & Company, as well as various early-to-mid stage startups in Silicon Valley.About TidemarkTidemark is a venture capital firm, foundation, and community built to serve category-leading technology companies as they scale.  Tidemark was founded in 2021 by David Yuan, who has been investing, advising, and building technology companies for over 20 years.  Learn more at www.tidemarkcap.com.LinksFollow our guests, Jim SteeleFollow our host, Avanish SahaiLearn more about Tidemark

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

What makes Jack in the Box one of the most crave-worthy fast-food brands? In this episode of Branded, host Ben Kaplan sits down with Ryan Ostrom, Chief Customer Officer at Jack in the Box, to uncover the bold marketing strategies, digital innovations, and brand positioning that keep them ahead of the competition.Ryan reveals how Jack in the Box stays relevant in a rapidly changing industry—leveraging celebrity collaborations with icons like Snoop Dogg, expanding into new markets, and mastering the art of digital loyalty. He also shares insights into the "Crave Strategy," a framework that drives everything from menu innovation to social media engagement.Whether you're a marketing enthusiast, a fast-food fan, or just curious about how brands build cult-like followings, this episode serves up valuable lessons on staying competitive, connecting with customers, and making a lasting impact.

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 ___________________________

What You'll LearnData-Driven Decisions: How to transform raw data into actionable insights for customer success.Sustainability in Action: Prologis' science-based goals and their roadmap to net-zero emissions.Talent Management: Strategies for attracting, retaining, and empowering top-tier logistics professionals.Future-Proofing with Innovation: Preparing for drone technology, automation, and evolving customer needs.Customer-Centric Leadership: Building trust and collaboration through meaningful partnerships.Highlights[00:00:23] – Scott Marshall reflects on a career rooted in customer-centricity and operational excellence.[00:05:45] – Prologis' approach to deploying $100M weekly and staying agile amidst global scale.[00:11:45] – The transformative power of data aggregation and AI in understanding customer needs.[00:16:30] – The 4% real estate decision that influences 50% of customer operational costs.[00:22:15] – Preparing for drone deliveries: what logistics leaders should anticipate.Quotes[00:00:00] “The more data I can get from these interactions and then use AI… I can paint a picture of what's next.” – Scott Marshall[00:05:45] “We deploy $100M of capital every Monday. Staying agile and customer-focused is key.” – Harshida Acharya[00:08:30] “If you take care of your team, they're going to take care of your customers.” – Scott Marshall[00:17:15] “We aim to add columns to the spreadsheet that our competitors simply can't match.” – Scott MarshallAbout the GuestScott Marshall serves as the Chief Customer Officer at Prologis, the world's largest developer of logistics real estate. With a career spanning private development, institutional leadership, and service-side experience, Scott brings unparalleled expertise in integrating customer intelligence with innovative logistics solutions. Subscribe and Keep Learning!If you're a logistics leader looking to scale sustainably, don't miss out! Subscribe for more expert strategies on tackling modern supply chain challenges. Be sure to follow and tag the eCom Logistics Podcast on LinkedIn and YouTube

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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

Allen Parker, Chief Customer Officer with Bus Éireann, Barry Kenny, Communications Manager with Iarnród Eireann, and Graeme McQueen, Media Relations Manager with DAA, discuss the impact of the cold snap on travel.

In this episode, host Jeremy Shere welcomes Nick Bennett, the Chief Customer Officer and Co-founder of TACK, a media network and go-to-market firm. Nick shares his journey in B2B marketing, from being a field marketer to co-founding his own company and becoming a LinkedIn influencer. They delve into the nuances of influencer marketing within the B2B space, comparing it to B2C influencer dynamics and discussing effective strategies for leveraging influencers to grow a business. Nick also talks about his upcoming book, 'B2B Influencer Marketing,' which aims to educate on building authentic and impactful marketing campaigns. They discuss how to choose the right influencers, measuring the success of influencer campaigns, and the future opportunities in B2B influencer marketing. Whether you're a marketer or a business owner, this episode offers valuable insights into harnessing the power of influencers to drive meaningful results.Connect with Nick: https://www.linkedin.com/in/nickbennett1/Check out the book!00:00 Welcome to the Show00:14 Introduction to Influencer Marketing00:51 Guest Introduction: Nick Bennett01:15 Nick Bennett's Journey02:02 Nick's Book on B2B Influencer Marketing03:09 Understanding Influencers in B2B09:07 How to Work with Influencers14:28 Finding the Right Influencers18:03 Successful Influencer Campaigns27:05 Measuring Influencer Campaign Success30:19 The Future of Influencer Marketing in B2B33:01 Conclusion and Contact Information Hosted on Acast. See acast.com/privacy for more information.

Designing Impactful Customer and Community Engagement  Shep Hyken interviews John Durocher, Chief Customer Officer at Calix. He talks about creating a seamless customer experience by utilizing customer feedback, ensuring proactive communication, integrating teams, and leveraging community connections.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies integrate their sales and support teams to enhance customer interactions?   How can small businesses enhance customer support after a sale?  What are the benefits of a customer advisory board?  Why is it important for companies to proactively communicate when there are problems, service outages, or maintenance periods?  How can businesses create an emotional connection with their customers through community involvement?  Top Takeaways:    Companies can improve their service and product offerings by listening to customers. Engaging customers through surveys and advisory boards (made up of customers) allows companies to understand their customers' needs and generate new ideas.     Customer surveys should be a two-way communication. Customers spend time answering customer feedback. So, companies should respond to the feedback by showing appreciation for their customers' input and making them feel heard by letting them know what actions are taken.     Customer experience doesn't stop after a sale. It encompasses every interaction the customer has with the company. Each touchpoint should be designed to delight the customer, from when a product is purchased to when they receive any follow-up service or support.     Communication and collaboration between teams ensure that there are no gaps in service delivery. When a customer interacts with one team, they expect the entire company to be aware of their history and needs. They do not want to repeat themselves. Effective communication ensures a consistent and convenient customer journey.     Proactive communication alleviates customer frustration. When there is a problem,  businesses must proactively notify their customers using all appropriate channels, including text, emails, and social media, that their customers are using. This keeps customers informed about what's happening, how long a problem might last, and reassures them that it is being addressed.     Businesses that engage with the communities they serve often stand out. Customers like doing business with companies who value the same things as them.    Plus, John shares examples of how local broadband providers have gone above and beyond for their community during crucial moments. These are lessons for any type of business. Tune in!  Quote:   "It's important not to have gaps in the customer experience. You have to work and communicate as one team. Customers expect that what they have heard from the sales team will be consistent throughout your organization."      About:    John Durocher is the Chief Customer Officer at Calix. He is widely acknowledged as an expert in customer relationship management (CRM) and has contributed numerous articles and papers to industry and academic publications.  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

In this episode of The Speed of Culture, Matt Britton speaks with Peggy Roe, Executive Vice President and Chief Customer Officer at Marriott International. Peggy shares insights on the evolution of the hospitality industry, emphasizing the impact of customer loyalty and the role of first-party data in personalizing guest experiences.Follow Suzy on Twitter: @AskSuzyBizFollow Peggy Roe on LinkedInSubscribe to The Speed of Culture on your favorite podcast platform.And if you have a question or suggestions for the show, send us an email at suzy@suzy.com Hosted on Acast. See acast.com/privacy for more information.