Podcasts about customer operations

What does it take to lead support for a company that serves millions of customers every day?Kheng Zhun Yeoh, General Manager for Customer Operations & Support, oversees the teams who make that possible. He shares what keeps things running smoothly behind the scenes, and what he looks for in the next wave of talent.In this episode, host Alex Carril and Kheng discuss:- What goes into providing exceptional support for 55+ million customers worldwide- The 3 key pillars that keep service consistent at scale- Why problem solving matters, both on the front lines and behind the scenes- How tech and AI are used to provide better customer experiences- Career lessons from Kheng's years in operations leadership- How he applied his experience in the automotive industry to fintech- Valuable skills that are transferable to any industry- Advice for support professionals who want to deliver a wow experience- Tips for future support team members on how to stand out in interviews- What Kheng looks for when hiring into his teamFollow Revolut Insider on Instagram: ⁠revolut.la/RevolutInsider⁠View open career opportunities at Revolut: revolut.la/Careers⁠

Send us a textInnovations in Bulky Item Shipping with Jami Caruso of uShipIn this episode, Chris interviews Jami Caruso, the VP of Customer Operations and Home Delivery at uShip, an online shipping marketplace. Jami discusses uShip's significant role in the used furniture market, detailing how the platform effectively facilitates the shipment of large and bulky items, including household goods, furniture, and automobiles. She highlights the company's first-to-final mile delivery model, which reduces damages and is more environmentally sustainable. Jami also emphasizes the importance of uShip's protection plan, which provides assurance to customers for their shipped items. The conversation explores various technologies uShip employs, such as GPS tracking, ID verification, and route optimization tools, all aimed at making the shipping experience smoother and more efficient. Additionally, Jami touches on unique shipping cases, including shipping large statues and antique goods, and explains why carriers and the public alike should consider using uShip for their shipping needs.Reach out to uShipsupport@uship.comhttps://www.uship.com/512-265-616100:00 Introduction and Guest Introduction01:09 Exploring the Used Furniture Market06:15 Challenges in Shipping Large Items08:15 uShip's Unique Shipping Solutions09:05 International and Vehicle Shipping11:25 Technological Innovations at uShip13:43 Benefits for Carriers Using uShip18:07 Why the Public Should Choose uShip22:31 Interesting Items Shipped via uShip25:45 Conclusion and Final ThoughtsYour Hosts:John FarquharNational Risk Services Specialist, Transportation, Gallager GGBhttps://www.ajg.com/ca/M: 437-341-0932John_Farquhar@ajg.comChris HarrisCEO, Safety Dawg Inc.905 973 7056Chris@SafetyDawg.comhttps://safetydawg.com/Keeping it Safety Dawg Simple!#trucksafety #truckinsurance #truckpodcastDo you need a "Truck Driver Safety Policy?" Get it today! https://safetydawg.com/policy

In this episode, Geoff Coutts, SVP of Sales and Customer Operations at Unbounce, shares his unique journey from leading sales in global corporations like HP, Verizon, and Samsung to scaling startups through transformative growth. Geoff reveals what drove him to pivot to the startup world, the lessons he's learned in hiring and scaling teams, and his strategies for navigating mergers and acquisitions. We also explore the evolving role of sales professionals in the AI era and how business acumen and timing are essential for staying relevant. Packed with actionable insights, this conversation is a must-listen for growth-focused professionals.Are you interested in leveling up your sales skills and staying relevant in today's AI-driven landscape? Visit www.jbarrows.com and let's Make It Happen together!Connect with John on LinkedIn: https://www.linkedin.com/in/johnbarrows/Connect with John on IG: https://www.instagram.com/johnmbarrows/Check out John's Membership: https://go.jbarrows.com/pages/individual-membership?ref=3edab1Visit the HubSpot Website: https://www.hubspot.com/Connect with Geoff on LinkedIn: linkedin.com/in/geoffcouttsCheck out Geoff's Website: https://unbounce.com/

Transport for London describe what plans they have for making the London Underground system safer for blind and partially sighted passengers. This follows a recent incident involving Lord Blunkett falling between a train and the platform edge. Nick Dent, TfL's Director of Customer Operations, describes their plans and how quickly they can be implemented. Elaine Macgougan, from Belfast, describes the notion of feeling like she is having to 'come out twice' to the people she meets. Firstly as visually impaired and then as a member of the LGBTQ+ community.Presenter: Peter White Producer: Beth Hemmings Production Coordinator: David Baguley Website image description: Peter White sits smiling in the centre of the image and he is wearing a dark green jumper. Above Peter's head is the BBC logo (three separate white squares house each of the three letters). Bottom centre and overlaying the image are the words "In Touch" and the Radio 4 logo (the word ‘radio' in a bold white font, with the number 4 inside of a white circle). The background is a bright mid-blue with two rectangles angled diagonally to the right. Both are behind Peter, one is a darker blue and the other is a lighter blue.

Today is a special day—we're celebrating our 100th episode! For this milestone episode, we're diving into a theme at the heart of enablement: making the impossible, possible. In today's business landscape, only 28% of sellers expect to hit their quota. So how can you enable your teams to overcome the challenges of the current market to achieve consistent go-to-market success? Shawnna Sumaoang: Hi and welcome to the Win Win Podcast. I'm your host, Shawnna Sumaoang. Join us as we dive into changing trends in the workplace and how to navigate them successfully. In this episode, we'll hear from nine leaders who transformed challenges into business outcomes, delivering impact against their go-to-market initiatives through enablement. From earning leadership buy-in to aligning go-to-market teams and boosting productivity, these leaders enable the impossible for their businesses. We hope their stories will inspire you to push boundaries and redefine what's possible in your organization. Driving consistent revenue growth can feel impossible when silos divide sales, marketing, enablement, and revenue operations. A unified enablement approach can break down these barriers and drive measurable impact. But how do you demonstrate the value of enablement to stakeholders and secure their long-term support? In this part, we'll hear Pam Dake, senior director of GTM enablement at Menlo Security, share her success story for gaining leadership buy-in. Pam Dake: My name is Pam Dake and I work for Menlo Security, a cybersecurity company that actually has just surpassed a hundred million ARR. One of the bigger challenges that I’ve had recently has been in aligning the executive teams in order to really, truly understand how to be impactful, leveraging the go to market motion in a way that not only lands the big deal, but also allows us to have a very productive and valuable customer relationship long term. And so for me, it’s been gaining the opportunity to have that meeting with all of these critical stakeholders, have them see value. Each and every time that you meet with them, so that they feel like they’re getting something out of that meeting where it’s actually really driving the business forward in ways that they may not have seen initially. And so for me, it’s been setting up a recurring meeting with those folks who are the most senior and executive in the company to be able to drive forward what sales needs, which actually is driven primarily from what sales needs. Really, our customers are looking for from us as a company. Be tenacious about how you’re able to make a difference with aligning their internal stakeholders and really driving forward the programs that will make a difference, not only in the short term and the long term. So as you consider the strategy that you’re building. Ensure that you have your other internal stakeholders aligned and do that in ways that create value for them so that they can see the impact. One of the things that we talked about earlier was data. Leverage the data that you have on hand. Leverage tools that provide you with that really impactful data that provide you with insight into the leading indicators that will actually drive the business longer term with the lagging ones. So the bottom line is really taking an outside in approach with what you’re doing from an enablement lens. How does this impact my customers? Therefore, how am I able to build the best programs that I can that will enable My internal stakeholders, my internal teams, in order to be successful and provide value to our customers, not only in the short term with what wins they’re able to achieve, but how they’re able to grow and develop the relationships over time. SS: You need stakeholder buy-in to break down silos and align your go-to-market teams – but why is that alignment so critical? Without it, you can't coordinate, plan, and execute the initiatives needed to drive the business outcomes that matter most. And when 90% of organizations fail to execute their strategies successfully, it clearly takes more than guesswork to achieve those outcomes. So how can you define, execute, and optimize your go-to-market initiatives to deliver unprecedented impact? In this part, we'll hear stories from enablement leaders who brought key go-to-market initiatives to life through enablement. First, let's start with a common initiative that impacts teams across the go-to-market organization: product launch. Effectively bringing a new product to market can make or break your revenue targets. We'll hear from Chris Wronski, senior program manager at Keysight, on how he helped deliver a product launch that contributed to the first revenue growth in seven years despite a tough market. Chris Wronski: My name is Chris Wronski. I’m a Senior Program Manager at Keysight Technologies, and I am the architect behind our Highspot implementation. The last couple years have been very difficult in the, across the entire industry, right? Every, many companies are talking about it, us included. If you go pull our quarterly info, you can see the last seven quarters have been very difficult for us. So what I talked about earlier, the focus on new product introductions. That’s an opportunity for us to make some hay. That’s an opportunity for a, we’ve got a brand new product, we’ve got a brand new reason to go talk to customers. Even if they have no opportunities, at least go explain to them what we’ve got, right? There might be something in there. We’ve done a lot of work around building sales plays in a way that the seller can consume it and trying to crush it down. Really, um, aggressive simplicity is what I would call it. But by building that in and giving them just a little bit of info to start the discussion in a way that we knew you could start that discussion with nearly any customer, that’s enough to get the ball rolling and let them go do their sales job. We’ve done a ton of pushing training to them. I can see that in the numbers. I can see when we do our training. I can see the following week there’s a huge spike in people going to those sales plays and looking at them and using them. And so, Last quarter we, we turned the curve, right? Turned the knee of the curve and brought back at least a little bit of growth. We were positive for the first time in seven quarters. SS: Next, let's dig into an initiative that is likely on the minds of many GTM leaders with the new year around the corner: sales kickoffs and events. Starting off a year on the right foot can provide a business with momentum that carries through the rest of the year. Brooke Cole, manager of global field readiness at Workato, shares with us how her team drove an impressive boost in NPS with their first in-person SKO events. Brooke Cole: My name is Brooke Cole, and I’ve been at Workato for almost three years. A business challenge that myself and my team have overcome that we’re really proud of is probably our first in-person SKO events that we executed earlier this year. Because of COVID and just the nature of the world, we had been unable to get together in person as a collective regional team. Really, ever. We hadn’t. We had one scheduled, and then we had to cancel it, of course. Uh, so, earlier this year, our team, we ended up doing it regionally. So, in North America, in APJ, and in EMEA, our team was tasked with putting on three different SKO events within three to four weeks. And we traveled to each one of them. And the way that we overcame that really was just a sense of teamwork and camaraderie. We built trust with one another. We had really open dialogue and communication. And we really used our skill sets and our collaboration. To put on an event that got an NPS score of 85 globally. We heard the phrase, this is the best SKO we’ve ever had. And truly, to be fair, it’s the only one we’ve ever had in person. But people left jazzed, and they left inspired, and we leveraged Highspot as a part of that. Going into this next year, this is the second year where Highspot will be our landing page for our global event that we’re having, and so it’s going to be the Know Before You Go, and we did that as a trial period last year, and it worked out really well. The traffic was great when people had questions, we were able to direct them to Highspot for that, and I think we were proud overall of just the vision that we put together. And how we executed the tools and the apps that we already had at hand in order to bring everybody together in a centralized place to give them the awareness and create excitement around the events. SS: Now, we're diving into an initiative that can have a profound impact on productivity: the sales process. Research shows that just 28% of a rep's time goes to selling, and an optimized sales process can help you streamline workflows and save time. Let's hear from Jay Livingston, head of enablement at Corporate Visions, on how his team is improving the sales process and delivering time savings as a result. Jay Livingston: I’m Jay Livingston. I lead Global Sales Enablement at Corporate Visions. I remember when I got involved in enablement, one of the things that I learned is that sellers spend an inordinate amount of time each month preparing their own content. They have a lot of goals. so we in a headquarters environment have time to sit around and think about how to improve some of these processes. Salespeople don’t, right? They’re running from call to call, always trying to be ready to meet that moment. And so one of the, one of the main challenges I’ve been focused on quite honestly for more than just the last couple of years at CVI is how do we make. Content and resources and tools and assets more purpose driven more readily available, more easily findable, and then more from a usability perspective, make it easier for, again, for those sales folks to be able to execute in those moments. And so I remember when we first rolled out Highspot here back a few months ago one of the things that, that a member of my team Eric is a VP on our team, would say, man, he’s I just, I don’t have time to do all the things that I need to do because I’m constantly getting emails or messages or slacks about, hey, where’s this and where’s this and where’s this, Highspot literally I no longer have to field any of those calls. As a matter of fact, when we were here in August, I had a chance, we were sitting around the table to share a story that just in the month, I think we had been maybe a month in at that point the amount of time that Eric has been able to get back in his day. To not have to field those annoying, it can be very annoying requests, right? Because how many times do we tell our sellers where things are, how to use them, right? And you almost wonder sometimes, are they listening, right? Are we not communicating it effectively? All of a sudden now we’re seeing literally no request for where is this? How do I use it, right? And so again, what I would say is it’s not bulletproof, right? There’s always going to be opportunities to improve. But one of the hallmarks of the way that I’ve tried to lead enablement organizations is to really have it boil down to two things. One, what is the seller’s, or what is your colleague’s ability to be able to execute in this moment? We can lean into the ability to help them get better. And two, what is their willingness? And willingness, oftentimes, is influenced by how easy something is to execute. And so if we can remove the willingness component, then we can just focus squarely on the ability. And so as we continue to move forward those are really the two things that, that we continue to evaluate ourselves by. Are we making it simple? And how are we helping folks coach or how are we coaching folks to get better and to be more effective and to utilize these amazing tools and opportunities that we all have SS: And now, let's talk about an initiative at the heart of enablement: training. When done right, sales training can drive the behavior change reps need to consistently hit their targets–but often, that can be easier said than done. Let's hear Anthony Doyle, director of sales enablement at Turnitin, explain how he revitalized training and ultimately improved seller engagement. Anthony Doyle: My name is Anthony Doyle, and I'm the director of sales and development at Turnitin. In terms of overcoming really difficult problems, the biggest problem is engagement—engagement from the sales teams, leaning into the enablement programs, spending time, and investing their time in their own development. I think that's what we've seen a real uptick on and success on in the past, maybe six to twelve months. We've seen a change in attitude. We're getting success now when launching new training programs. People are leaning into them, they're completing them, and they're giving us good feedback too, which is something that I probably never thought I would have said twelve months ago because we started investing a lot of time and building a lot of training, but then that wasn't really getting consumed. It was very difficult to get managers to even back us up and roll it out with our teams. Whereas now, when I've just presented to the go-to-market team on a go-to-market all-hands, strategy for the sales academy, there was just a lot of love in the room. A lot of people saying, ‘This is fantastic. We can't wait to see it in action and get our hands on it.’ So we had a lot of good feedback from that session. And that's really pleasing for me because it means that the strategy was the right strategy. I think the message for teams and enablement teams out there, if you are getting those challenges with engagement, is to keep at it, show value, and really drive those proof points. Get those wins regionally with teams who will engage, then present it in a very easy-to-consume way, and in a way that the teams can feel confident about engaging with. You will see the results, and the tide will turn. So that's something I'm proud of. SS: Next, let's explore an initiative that drives long-term impact—coaching. Effective coaching helps sellers apply newly acquired knowledge to maximize their performance. Let's hear from Andrea Holzwarth, VP of Sales Enablement and Customer Operations at Project Lead The Way, on how she supports ongoing coaching to help reps sharpen their skills. Andrea Holzwarth: We see a lot of value in coaching and training. We have our senior directors, our sales managers, really providing that one-to-one support for our reps out in the field. And we want them to be able to have those coaching conversations and the meeting intelligence helps with that. So we can see the calls. What is that? What’s going well? Maybe what are they struggling with? But I think a lot of times. I say this, that it’s easier to edit than it is to get started, and so having that AI feedback automatically in there it’s helpful, that’s a starting point. And then our senior directors, our sales managers can go in, provide more of that personalized coaching that they may see, but it gives them a starting point. One of the other benefits that I see with Meeting Intelligence is I just think about as a sales rep being in the field especially virtually now that we’re, all we do is meet virtually. It feels like we’re in the, we actually go to schools and districts too, but I would have loved it when I was a sales rep to just see, I think I know how I show up on camera or how I’m speaking to a customer, but, It is so helpful to go back and record and just see man, I said “um” a lot. So it helps with some of that coaching too. SS: And to close out, we asked our guests for advice on how they enable the impossible in their organizations. Here are a few tips from Suzanne Heller of Flight Centre Travel Group, Jennifer Shelley of QuidelOrtho Corporation, and Susan Kinser of Net Health Systems to help you take your enablement efforts to the next level. Suzanne Heller: Just go for it. Because we have the tools that make us successful. We have the tools to be able to measure what we’re trying to achieve. And it is okay at the end of the day to go back to the drawing board if it doesn’t work. But we won’t know that if we don’t try. And if we look at enablement 5, 10, 15 years ago, it wasn’t like what it is today. But because of the trial and errors that have, come up. Advice to anyone that is in an enablement role is just to go with your gut and deliver. And it is okay to go back and look at the data and pivot and optimize. You won’t know what’s successful unless you try it. I think my second piece of advice is buy-in. To your business, your brand, you tell a story, you bring immense value, and it’s really critical to create that brand awareness for yourself and for your team, to be able to let them know the purpose, and the deliverables, and the ROI that you bring to the business. So this would be my two. Jennifer Shelley: Not to get discouraged. Sometimes, we initially we will bring to the table things that sound outside of the box and Highspot tends to be on the cutting edge of technology. But technology can be frightening, and I think that you can get discouraged when people are, not as excited as you are about what you’re trying to accomplish with the technology that you have.  And just take your time, stay focused stay, consistent with your message and understand that it takes time for people to really understand the vision that you might have if they haven’t been exposed to all the great the great information that Highspot is providing them in terms of that cutting edge capabilities in the platform. Susan Kinser: Whether you have a seat at a table or not is to, try to get your voice heard so that you start having those conversations to understand the business outcomes that your team is looking to change, right? I think that the moment you’re able to ensure that you’re aligning any of your programs or any of your initiatives to those specific strategic initiatives that your company in a larger way is looking to achieve when you get that kind of information and you’re getting that feedback and you’re having more, and then they have that insight into the change that you’re making it just makes you more of that strategic partner and it gives you that space to continue to make that kind of success progress and success, I would say get a unified platform. Use Highspot and use the resources. And so I think what’s fun is in this ever growing enablement space, having your voice being heard only. makes the impossible more possible, right? As we start bringing things together and we start, having different ideas or having different needs, and we’re able to do things in these different ways, I would say my advice is to get connected to those business strategies, those business insights, and then get that unified platform and keep scaling. SS: As you heard from the enablement leaders we featured in this episode, nothing is impossible with the right team, tools, and processes in place. In looking to the year ahead, take stock of the challenges on the horizon and rather than looking at them as obstacles, channel them into opportunities to push the boundaries of what you once thought was impossible. Thank you for joining us for this special 100th episode of the Win Win Podcast. We'd love to hear how you are enabling the impossible—be sure to connect with us in the Highspot Spark Community to share your advice, and tune in next time for more insights on how you can maximize enablement success with Highspot.

Welcome to Season 10 of the Tech On Toast podcast, brought to you by OpenTable! In this episode, we dive deep into the world of hospitality tech with the Orderpay team. Join us as we explore how OrderPay is revolutionising the dining experience by streamlining order and payment processes for restaurants. Meet our guests: Shakira - Head of Customer Operations at Orderpay James - Chief Technology Officer at Orderpay Reiss - Chief Operating Officer at Orderpay We discuss the challenges faced by the hospitality industry, especially in the wake of recent events, and how Orderpay's innovative solutions are helping restaurants improve efficiency, enhance customer experience, and ultimately drive revenue. From mobile ordering to the new set menu feature designed for large parties, we cover it all! Key topics include: The importance of technology in modernising restaurant operations How Orderpay addresses staffing issues and improves customer satisfaction Insights into the product lineup, including Orderpay Mobile, Click and Collect, and Pay and Go The role of customer feedback in product development The impact of AI and automation on the hospitality sector Whether you're a restaurant owner, tech enthusiast, or just curious about the future of dining, this episode is packed with valuable insights and practical advice. Don't forget to like, subscribe, and hit the notification bell for more episodes! Links: Schedule a demo with OpenTable: opentable.co.uk/restaurant-solutions Check out Orderpay: orderpay.co.uk Enjoy the show!

Matt Van Itallie is the founder and CEO of Sema. Prior to this, they were the Vice President of Customer Support and Customer Operations at Social Solutions. AI-Driven Code: Navigating Due Diligence & Transparency in MLOps // MLOps Podcast #275 with Matt van Itallie, Founder and CEO of Sema. // Abstract Matt Van Itallie, founder and CEO of Sema, discusses how comprehensive codebase evaluations play a crucial role in MLOps and technical due diligence. He highlights the impact of Generative AI on code transparency and explains the Generative AI Bill of Materials (GBOM), which helps identify and manage risks in AI-generated code. This talk offers practical insights for technical and non-technical audiences, showing how proper diligence can enhance value and mitigate risks in machine learning operations. // Bio Matt Van Itallie is the Founder and CEO of Sema. He and his team have developed Comprehensive Codebase Scans, the most thorough and easily understandable assessment of a codebase and engineering organization. These scans are crucial for private equity and venture capital firms looking to make informed investment decisions. Sema has evaluated code within organizations that have a collective value of over $1 trillion. In 2023, Sema served 7 of the 9 largest global investors, along with market-leading strategic investors, private equity, and venture capital firms, providing them with critical insights. In addition, Sema is at the forefront of Generative AI Code Transparency, which measures how much code created by GenAI is in a codebase. They are the inventors behind the Generative AI Bill of Materials (GBOM), an essential resource for investors to understand and mitigate risks associated with AI-generated code. Before founding Sema, Matt was a Private Equity operating executive and a management consultant at McKinsey. He graduated from Harvard Law School and has had some interesting adventures, like hiking a third of the Appalachian Trail and biking from Boston to Seattle. Full bio: https://alistar.fm/bio/matt-van-itallie // MLOps Swag/Merch https://shop.mlops.community/ // Related Links Website: https://en.m.wikipedia.org/wiki/Michael_Gschwind --------------- ✌️Connect With Us ✌️ ------------- Join our slack community: https://go.mlops.community/slack Follow us on Twitter: @mlopscommunity Sign up for the next meetup: https://go.mlops.community/register Catch all episodes, blogs, newsletters, and more: https://mlops.community/ Connect with Demetrios on LinkedIn: https://www.linkedin.com/in/dpbrinkm/ Connect with Matt on LinkedIn: https://www.linkedin.com/in/mvi/

Tired of chasing leads and drowning in tedious sales tasks? Imagine a world where AI handles the heavy lifting, boosting your efficiency and freeing you to focus on closing deals! Welcome to "Transforming Customer Operations with AI" where we explore the game-changing world of AI sales agents! Join us as we uncover how these cutting-edge tools can revolutionize your sales process, from lead generation to forecasting, and catapult your revenue to new heights!

Unlocking Workplace Transformation: The Mindfulness and Compassion Revolution with Scott Shute Welcome to today's episode of Your Partner In Success Radio with host Denise Griffitts, where we dive into the inspiring journey of Scott Shute, a visionary leader who has dedicated his career to transforming the workplace through mindfulness and compassion. With over 20 years of experience in the tech industry, Scott made his mark as Vice President of Customer Operations at LinkedIn. But it was his groundbreaking role as Head of Mindfulness and Compassion Programs that truly set him apart, where he championed the integration of well-being into corporate culture. In 2022, Scott took his mission even further by founding Changing Work, an organization committed to curating and sharing best practices for conscious business. As a keynote speaker, executive coach, and author of the award-winning book "The Full Body Yes," Scott is on a quest to help individuals and organizations align with their core values and create high-performing environments that foster joy and inspiration. Join us as we explore Scott's personal journey into mindfulness, how he began his contemplation practice at just 13 years old, and his vision for a future where work is not just about productivity but also about nurturing the human spirit. Get ready for an engaging conversation filled with insights on mental resilience, compassion in leadership, and the transformative power of mindfulness in our professional lives.  Website | LinkedIn | Instagram | Amazon

Uisce Éireann insists people in Clare will be better-informed about water supply issues going forward thanks to the roll-out of a new text alerts service. A total of 42,278 households in Clare are now eligible to sign up for a free-to-use text alerts service through which they will be notified about supply interruptions including details of outages and boil water notices. Customers can sign up by inputting their Eircode and mobile number via Uisce Éireann's website water.ie. Head of Customer Operations with Uisce Éireann Geoffrey Bourke claims the new service will be of great benefit to those seeking regular updates on water-related problems in their area.

Ready to up your game in customer ops and sales? In this episode, we'll chat about how you can start using AI to make your work faster and smarter. You'll get easy, practical tips on how to integrate AI into your daily tasks, improve customer experiences, and stay ahead of the competition. Whether you're new to AI or looking to level up, this episode is packed with insights to help you succeed. Let's embrace the future together—tune in and take the first step!

Key Moments:Why is the data wrong? (6:00)Our products are our data (11:00)The true size of the data quality problem (14:00)Clean your data before you prioritize shiny new tools (26:00)The next frontier: GenAI and unstructured data (31:00)Key Quotes:“The data estate has changed significantly. But the way in which we manage data and data quality specifically has not adapted.” – Barr Moses“I tracked every single change in the data that I made, and could calculate how much money a company saved after a data cleanup. For a mid-size company, the difference was approximately a quarter of a billion dollars. For a large company, it could be several billion dollars. 45% of the data I cleaned had errors.” – Olga Maydanchik“The competitive advantage is really the access to your proprietary data that you have as an enterprise. So you need to make sure that that data is accurate, reliable, and on time. Now, how do you do that? That's something that people are still figuring out.”  – Barr MosesMentions:Information Quality Applied: Best Practices for Improving Business Information, Outcomes and Systems: Book by Larry EnglishThe Rest is History PodcastFreakonomics PodcastThe Matrix Film SeriesThe Play That Goes WrongBio: Barr Moses: Barr Moses is the CEO and Co-Founder of Monte Carlo, the data reliability company. Monte Carlo is the creator of the industry's first end-to-end Data Observability platform. She is also co-author of O'Reilly's Data Quality Fundamentals: Building Reliable Data Pipelines. Previously, she was VP Customer Operations at Gainsight, a management consultant at Bain & Company and served in the Israeli Air Force as a commander of an intelligence data analyst unit.Olga Maydanchik:Olga Maydanchik is a data governance, data quality, and data architecture thought leader and practitioner. She is an expert in design and implementation of enterprise-wide data management programs, who has led data quality efforts at Deutsche Bank, AIG, and at Citi. Hear more from Cindi Howson here. Sponsored by ThoughtSpot.

In this episode, we revisit our annual Women + Technology event where Nisa Moore, GDIT's Diplomacy Business Area Vice President, and Jessica Jensen, SpaceX's Vice President of Customer Operations and Integration, discuss SpaceX's vision of revolutionizing the space industry. In Voices of Innovation—a podcast by GDIT—we bring you into conversations with the thinkers, innovators, and mission experts who are shaping some of the most complex government, defense, and intelligence projects across the country. We explore cutting-edge technologies, from artificial intelligence to quantum computing, that are crucial for leading and accelerating government missions.   Each episode features insights and stories from GDIT, government, and industry technologists. They are at the helm, leveraging groundbreaking technology to drive missions that matter most. Join us as we  dive into a world where technological innovation meets strategic execution. Subscribe now to never miss an episode.   GDIT is a global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development.     

Today's podcast features the incredible Sol Rashidi, author of "Your AI Survival Guide" and an expert in the field of AI and customer operations. Together with Sol we discussed the practical applications of AI in customer operations, the transformative impact of AI on customer service, and strategies for effective AI integration. Join us for an enlightening conversation on the future of AI in customer service. I encourage you to follow Sol here: https://www.linkedin.com/in/sol-rashidi-a672291/

Losing a kidney transplant can feel very overwhelming. Today we're here with Anthony Tuggle, a former NKF board member, to hear how he's coping with losing a transplant and learn what's next for him.   Anthony Tuggle is the Afiniti President of Customer Operations, and a former Board Member of the National Kidney Foundation and of NKF Serving Alabama, Georgia and Mississippi. Tuggle is responsible for expanding global contact center operations, accelerating business development, overseeing product deployment and engaging clients to generate value for enterprises, customers and employees. Prior to joining Afiniti, Tuggle served as Vice President – Customer Care, Sales and Service Centers at AT&T where he led more than 30,000 sales leaders and has built a culture that fosters a passion for winning. He models a "find-a-way" mindset in his approach to leadership and inspires his team to embrace the importance of agility. Tuggle is the acclaimed author of I'm Better Not Bitter: My Personal Journey - Kidney Transplant Recipient's Story of Winning in Business & Life and Moving Forward, which shares how he has overcome obstacles, is self-motivated, and creates a work culture of success. Notably, Tuggle led efforts in his local community as the 2018-2020 Chairman of the Atlanta Kidney Walk, which raised more than $500,000 for NKF. He also has partnered with AT&T to raise more than $200,000 to date.   Additional resources: NKF Peers   Do you have comments, questions, or suggestions? Email us at NKFpodcast@kidney.org. Also, make sure to rate and review us wherever you listen to podcasts.

In the second part of our occasional series, looking directly at the digitalisation journeys and challenges of the worlds leading companies with their leaders, we are focusing on Unilever, one of the world's largest consumer goods companies.They believe that digitalisation allows them to respond to customer expectations, supply chain disruption, cost inflation and the impact of an escalating climate crisis by unlocking radical new levels of collaboration, capability and consumer centricity.Dave, Sjoukje & Rob talk to Juan Carlos Parada, Global Head of Customer Operations at Unilever about what a digital version of Unilever means, the excitement and anxiety of digitalisation, the challenges in leading such a scale transformation and the personal learnings from the journey.TLDR:01:30  Big tech vs nation state confusion04:37  Cloud conversation with Juan Carlos Parada57:22  Top customer experience trends01:00:32  Digital immersion!GuestJuan Carlos Parada: https://www.linkedin.com/in/juan-carlos-parada-3065303/HostsDave Chapman: https://www.linkedin.com/in/chapmandr/Sjoukje Zaal: https://www.linkedin.com/in/sjoukjezaal/Rob Kernahan: https://www.linkedin.com/in/rob-kernahan/ProductionMarcel Van Der Burg: https://www.linkedin.com/in/marcel-van-der-burg-99a655/Dave Chapman: https://www.linkedin.com/in/chapmandr/SoundBen Corbett: https://www.linkedin.com/in/ben-corbett-3b6a11135/Louis Corbett:  https://www.linkedin.com/in/louis-corbett-087250264/

The Focus Ireland Shine A Light annual sleepout will take place tomorrow night. The annual event will see companies across the country sleep out all to raise funds for homeless services for Focus Ireland. Kieran was joined by Kelly Ann Byrne, a lived experience Ambassador Focus Ireland and Susan Whyte, Director of Customer Operations at Bord Gais Energy to discuss..Shine A Light 2023 takes place on Friday, 13 October and aims to raise €1.2m to help end family homelessness. Signing up is quick and easy to do. Simply visit shinealight.focusireland.ie to register and select whether you're sleeping out as an individual or as part of a team. You can then set your fundraising target and a shareable fundraising page will be created for you

October is Domestic Violence Awareness Month and according to national statistics, nearly 20 people per minute are physically abused by an intimate partner in the US. Deb Greenwood with The Center for Family Justice shares the uptick in cases in Connecticut and resources available to people impacted. (0:00) As of October first, many Connecticut laws went into effect, including several laws changing the rules of the road. Alec Slatky of AAA shared the changes that many drivers may not realize now need to be considered before getting behind the wheel. (16:40) A new Low-Income Discount Rate will be available for some Eversource customers in Connecticut beginning in December 2023. Depending on their household income, eligible customers will receive 10% or 50% off their electric bills per month. Vice President of Customer Operations, Jess Cain, explained the program and what you should do if you DO NOT qualify. (32:17) Gen Z this, Gen Z that. How this youngest generation enters the workforce has been a popular talking point for some time. But that kind of over-attention means older workers often get forgotten. What should employers do to better engage older employees? And how can older workers stay competitive in today's job market? Career strategist, Julie Bauke, talked about the value of older workers and how to continue focusing on them, not just young workers. (40:20) Image Credit: Getty Images 

On this episode, we're joined by Rapha Fontes, Senior Vice President, Customer Operations at Squarespace. Rapha truly understands the importance of walking in your customers' shoes in order to meet expectations and continually improve products.We discuss:(4:35) The importance of design in Squarespace's culture and its impact on trustworthiness.(8:27) The teams and processes in place at Squarespace for collecting and addressing customer feedback.(10:42) Overall challenges in collecting and acting on customer feedback.(11:21) The tension between building new things and fixing existing issues.(12:57) Automation and integration of bug-reporting processes.(15:43) Maintaining human connections as a company scales.(24:14) The importance of experiencing the support process firsthand.(25:43) Framing support work as empowering and impactful.Resources Mentioned:Rapha Fontes - https://www.linkedin.com/in/fusquine/https://www.squarespace.com/Sign up for a free trial at Zendesk.com#CX #CustomerService #CustomerExperience

Looking for a truly global supply chain case study, we visited London and spoke with leaders in Manila, Durban and Mexico City, delving into the details of Unilever's transformation when it comes to Customer Operations. We interviewed Juan Carlos Parada (Global Head of Customer Operations), Simon Smith (VP of Customer Experience), Navdeep Singh (VP for Customer Operations in Southeast Asia), Peter Lamplough (Head of Customer Operations in Africa), and Regina Montes (Lead for Customer Experience in Mexico). This episode is hosted by Mike Silverman, Zero100 Research Director. For the full story visit: https://zero100.com/unilever-global-supply-chain-reboot/

LightRiver, the leading provider of next-generation, multi-vendor Factory Built Networks® and netFLEX® Transport Domain Orchestration and Control Software solutions, has appointed Mike Jonas, a seasoned veteran in the telecommunications industry, as its new Chief Executive Officer, effective August 2023.  This exciting move follows the retirement of LightRiver's esteemed founder and CEO, Glenn Johansen. Jonas has over two decades of experience at LightRiver and formerly served as President of Customer Operations for the past ten years. Watch the interview to learn more about Mike's impressive history in the telecom and optical networking industry and how, as new CEO, he aims to build upon this solid foundation, accelerating the adoption of advanced networking technologies. *ABOUT LIGHTRIVER*LightRiver offers comprehensive solutions, including hardware, software, services, and support for heterogeneous transport networks. The company's dedication to open and disaggregated technologies, practical network automation and white glove managed services has earned it the reputation of being a market and technology leader in the communications sector.

In this episode of Over the Edge, Matt Trifiro sits down with Bill Pfeifer, Edge Portfolio and Thought Leadership Director at Dell Technologies, to go over a special announcement. The two dive into the creation and history of the Over the Edge podcast, as well as the future of the show. Matt shares what he has learned so far on the show and some of his favorite episodes.---------Key Quotes:“This is a huge technology swing, right? This is like cloud was 15 years ago, but we're still at the very opening acts of edge computing and what it's going to do to the world, the impact it's going to have.” - Bill Pfeifer “It's fascinating the different points of view that you come across and the different perspectives. I know what my perspectives on edge are and they're changing all the time but it's a single perspective and everybody else has radically different perspectives on this.” - Bill Pfeifer“One of my favorite definitions of the edge, and I agree there are lots of them, is where the digital world meets the physical world, and I think there's some truth to that.” - Matt Trifiro “My current fascination is artificial intelligence. And again, I'm coming at it from a perspective of sort of a naive user, right? It's like the tricorder. I see a future where every object in our lives, even the most mundane objects like coffee cups and sports coats might be connected to the internet or a network and might have either AI on board or be able to tap into AI that's delivered through a network.” - Matt Trifiro---------Show Timestamps:(02:00) Announcement from Matt(02:47) Introduction to Bill Pfeifer(04:01) The different perspectives on edge (13:43) Matt's reasons for starting the show (15:41) Edge topics that Bill is interested in (24:15) Matt's takeaways from the show up to this point (28:05) Some of Matt's favorite episodes (34:43) What is Matt interested in moving forward? (36:23) Edge questions that Matt still hasn't gotten answers to --------Sponsor:Over the Edge is brought to you by Dell Technologies to unlock the potential of your infrastructure with edge solutions. From hardware and software to data and operations, across your entire multi-cloud environment, we're here to help you simplify your edge so you can generate more value. Learn more by visiting DellTechnologies.com/SimplifyYourEdge for more information or click on the link in the show notes.--------Links:Follow Bill on LinkedInFollow Matt on LinkedIn Referenced Past Episodes:Three Decades of Vision for Edge with Mahadev Satyanarayanan (Satya) of Carnegie Mellon UniversityStateful Computing, Continuous Intelligence, and Edge AI with Simon Crosby, CTO of SWIM.AIThe Genesis of Edge Computing with Victor Bahl, Technical Fellow at Microsoft ResearchSolving the Fundamental Problems of the Cloud with Chetan Venkatesh, CEO & Co-founder of MacrometaThe Future of Edge is Messier Than You Think with Dean Bubley, Founder of Disruptive AnalysisBringing American Manufacturing into the Fifth Industrial Revolution with Walker Reynolds, President and Solutions Architect of 4.0 SolutionsHow Standards Drive Adoption and Enable the Intelligent Edge with Alex Reznik, Distinguished Technologist at HPE and Chair of ETSI MECBrewing Beer at the Edge with Matthew Steinberg, Co-Founder of Exhibit 'A' Brewing, and Pierluca Chiodelli,Vice President Engineering Technology & Edge Portfolio Product Management and Customer Operations, Dell TechnologiesDell and Exhibit 'A', Continued with Matthew Steinberg, Co-Founder of Exhibit ‘A' brewing, and Pierluca Chiodelli,Vice President Engineering Technology & Edge Portfolio Product Management and Customer Operations, Dell Technologies

On this episode of Innovations in Leadership, Kristen interviews Michael Bojanski, Director of Customer Operations & Support at Learn to Win. They discuss helpful tools for creating a strong CS experience.Don't forget to subscribe to stay up-to-date with Innovations in Leadership!

In today's episode, we're talking about supply chain planning and execution, and how they are driving new levels of agility and resilience, with three unique perspectives. First, Zero100 Research VP Steve Hochman shares our new Regenerative Business Planning strategic framework. Next, Juan Carlos Parada, Global Head of Customer Operations discusses Unilever's transformation with a new tech stack that's evolving how they plan and execute across their global supply chain. And finally, we'll speak with Aera Technology CEO, Fred Laluyaux about how AI-powered decision intelligence connects the dots between insights and execution. The episode is hosted by Catherine Parry, Head of Communications at Zero100.

In this episode, we're focusing on NCQA's PCSP—Patient-Centered Specialty Practice Recognition program. As noted on our website, the PCSP Recognition program focuses on coordinating and sharing information among primary care clinicians and specialists. It requires clinicians to organize care around patients—across all clinicians seen by a patient. Patients and their families or other caregivers are included in planning care and considered partners in managing conditions.Specialty practices that earn NCQA's PCSP Recognition communicate more effectively with primary care, integrate services better with primary care and improve the quality of their care. Patients see the difference through reduced costs, better data and records management, improved identification and oversight of chronic conditions, and more face time with a more satisfied medical staff.For this interview, we found one of our greatest advocates of the PCSP Recognition program, an extremely busy and dedicated medical team from Providence Heart Institute in Portland, Oregon. A number of years ago, they saw the need for PCSP, found solutions that worked conclusively and spread the word throughout their company about the effectiveness of the patient-centered specialty practice model of care. Xiaoyan Huang, MD, Chief of Clinical Cardiology, leads clinical operations and care transformation for advanced heart failure, electrophysiology, general cardiology and interventional cardiology subspecialties. Danielle Christensen is Clinical Program Manager at the Providence Heart Institute in Oregon. With experience in both ambulatory and acute care settings, Danielle's expertise spans business development and strategy, change management and development, and the optimized exchange of electronic health records. Dr. Huang and Danielle led a session at NCQA's first Health Innovation Summit in the fall of 2022. And they ran a fascinating and informative training webinar which is still available for download on our education website. The title of their course: “CCE Quarterly: Building with a Blueprint: Taking a Patient-Centered Specialty Practice from Medical Neighborhood to High Performing Network.” The interview is hosted by NCQA's Senior Vice President for Product and Customer Operations, Lori Ferguson. Later on, in our Fast Facts segment, we observe National Minority Mental Health Awareness Month with important stats to share with colleagues and community. Among many of our products and measures addressing behavioral health needs, we mention is NCQA's “Managed Behavioral Health Organization Accreditation” or MBHO, an important accreditation for employers.

Chris has shared the story of the Lansing Built To Last competition in the past, and today we get to discuss the recently named winner of this wonderfully collaborative competition. Joining Chris to discuss the Lansing Built-To-Last competition is the Vice President of Community Outreach and Customer Operations for Techsmith, Michelle Massey, and this year's winner - Founder & Director of OurSpace 51, Michael Austin!

Dutta Satadip is the Chief Customer Officer at ActiveCampaign, former Global Head of Customer Operations at Pinterest, and Director of Customer Success for the Americas region at Google. Today he joins us on The Experience Strategy Podcast to share his predictions for the future of digital experience strategies and the role AI should play in customer experience in our roadmaps. Tune in to learn the three phases of data design for CX Understand the customer context Automate based on context Use that to predict your customers' needs While we won't get it right for every customer every time, Hear how companies like Amazon, Netflix, and Google use AI-assisted data to be more right more of the time.

Barr Moses is a consultant turned CEO & Co-Founder of Monte Carlo, a data reliability company. She started her career as a management consultant at Bain & Company and a research assistant at the Statistics Department at Stanford University. Later, she became VP of Customer Operations at customer success company Gainsight, where she built the data and analytics team. She also served in the Israeli Air Force as a commander of an intelligence data analyst unit. Barr graduated from Stanford with a B.Sc. in Mathematical and Computational Science. Today, we'll talk about Barr's career journey, data reliability and observability, and what it means for data teams. If you enjoy the show, subscribe to the channel and leave a 5-star review. Subscribe to Daliana's newsletter on www.dalianaliu.com for more on data science. Barr's LinkedIn: https://www.linkedin.com/in/barrmoses/ Daliana's Twitter: https://twitter.com/DalianaLiu Daliana's LinkedIn: https://www.linkedin.com/in/dalianaliu (00:00:00) Introduction (00:01:24) How did she got into data science (00:08:26) Frameworks for data-driven decisions (00:11:20) Is customer support ticket always bad? (00:15:20) How to quickly find out what is true (00:20:17) Struggles in the data team (00:23:37) Daliana's story about lineage (00:28:00) People stressed about data (00:28:09) Netflix was down because of wrong data (00:30:40) Common issues with data quality (00:33:14) 5 pillars of data observability (00:39:14) How does Monte Carlo help data scientists (00:43:08) Build in-house vs adopt tools (00:45:48) How Daliana fixed a data quality issue (01:02:44) How to measure the impact of the data team (01:09:09) Mistakes she made (01:15:28) Beat the odds

This episode of Over the Edge features a continuation of our interview between Matt Trifiro and Matthew Steinberg, Co-Founder of Exhibit ‘A' brewing, and Pierluca Chiodelli, Vice President Engineering Technology & Edge Portfolio Product Management and Customer Operations, Dell Technologies. Matthew and Pierluca come together to continue their conversation on Dell Technology's work with Exhibit ‘A' brewing. They discuss why the partnership is essential, and what makes it work as well as it does.Matthew describes how tech influences his brewery. Pierluca explains why Dell Technologies works with small businesses to implement edge technology. Together, they've built a successful project where Dell works at new scales, and Exhibit ‘A' produces high quality beer with higher speed.---------Key Quotes:Matthew:"We can't just start spending money on technology without having a real ROI. This is just a really amazing opportunity for us to look at a lot of these pain points and challenges that we have as a small business and work with edge technology and Dell to really find the sweet spot to make us the most efficient we can be, creating the best products we can, and adding a value to our business."Matthew:"Because we don't fully understand the technology, we rely on Pierluca and his team to share with us what that technology's gonna do for us. I'm not looking for a fit, I'm looking for an add. You know, I want this to improve what we do, not just kind of like status quo. So that's really important for us. And obviously just the straight value that it adds to our small business."Pierluca:"Having the connection with Dell that can scale and can breed the technology to all type of people,  from a small business, like Exhibit A, to large implementation. And so having an ecosystem, and that ecosystem can run in a platform like we are building, then allow you to bring them to multiple people. Not only to the very large one that they can permit themselves to have an army of people coming there and develop their own solution."Pierluca: "That's exactly one of the challenge that we took upon when we decide to go to the edge. And when we decide to go to the edge, not just with the fact that we go in and place the normal compute. It's to understanding, right? And Dell is embarking in this adventure that we start about three years ago with very few people and now we have an entire bu, right, that is looking at this stuff. So what is intriguing is really, that point that,  At the edge, you need to understand how you input the things that someone is doing, right? Their core processes, their outcome. Right? It's all about the outcome."---------Show Timestamps:02:25 How tech fits into the brewing industry 03:22 Measuring the success of implementing edge05:13 Dell's goal with Exhibit A07:19 How small businesses can deploy edge technology10:46 The tech learning curve14:04 Scaling technology for everyone 15:37 Weighing cost vs. ROI17:30 How Matthew manages his cashflow20:17 Dell's shifting business model--------Sponsor:Over the Edge is brought to you by Dell Technologies to unlock the potential of your infrastructure with edge solutions. From hardware and software to data and operations, across your entire multi-cloud environment, we're here to help you simplify your edge so you can generate more value. Learn more by visiting DellTechnologies.com/SimplifyYourEdge for more information or click on the link in the show notes.--------Links:Connect with Matt on LinkedIn - https://www.linkedin.com/in/mtrifiro/Connect with Matthew on LinkedIn - https://www.linkedin.com/in/matthew-steinberg-26b96ab/Connect with Pierluca on LinkedIn - https://www.linkedin.com/in/pierluca-chiodelli-3b743a4/Learn More about Exhibit A - https://www.exhibit-a-brewing.com/Follow Dell Technologies Edge on social media at https://www.linkedin.com/company/delltechnologies/posts/?feedView=allhttps://twitter.com/Dell_EdgeLearn about Dell Technologies edge solutions - https://www.dell.com/en-us/dt/solutions/edge-computing/index.htm#collapse&tab0=0&tab1=0Learn more about how Dell Technologies is using edge for good -  https://www.dell.com/en-us/dt/corporate/about-us/who-we-are.htm#video-overlay=6213824626001www.CaspianStudios.com

Boston native Bob Welby now calls Nashville home, and has been a fixture at INFINITI USA for the past three decades, having joined the company in 1997 as a Regional Operation Specialist - in fact, INFINITI has been his employer for his entire career. In his current role, Bob is responsible for a whole spectrum of INFINITI's processes, including overseeing sales channels, customer experience, pricing and incentive strategy, and product lifecycle.In this episode, Bob joins our host Derek D to discuss what it was like launching all-new models at the height of the COVID-19 pandemic, how softening in used vehicle equity has had a ripple effect on new-car prices, and what he learned from his experience as a ferry boat captain at Walt Disney World's Magic Kingdom. Plus, he talks about what's making automotive retailers go back to the “old ways” of value-based selling, how to keep customers connected to service and maintenance after the sale, and much more.Bob WelbyEpisode Highlights:Why it's important for INFINITI to take as much time as needed for EV developmentHow Bob knows we've progressed on the microchip supply issue, but aren't out of the woods yetThe reasons why Bob loves the automotive industry even though he's never purchased his own carWhy customers may need extra support right now, and why that might be critical to maintaining their loyalty“The biggest thing for us is giving customers the option: How do you set up the business to where they can do business how they want?” — Bob Welby|| Dealer News Today is a DCG Media production

EPISODE SUMMARYEvery successful megacorporation that has ever existed was once small. We've all heard of the stories of a software startup founder that started their business in their parent's garage, or created it while still in college. And so with the right process and mindset, know that your company can be just as successful.Dataedo Director of Customer Operations Chase Summers shares his experience in helping Dataedo grow from a side project to the profitable company that it currently is. He also talks about his transition from sales rep to a director with Host and B2B SaaS Sales Coach Matt Wolach. Watch and get ready to welcome growth for both yourself and your company!PODCAST-AT-A-GLANCEPodcast: Scale your SaaS with Matt WolachEpisode: Episode No. 256, "From Side Project to Millions in Revenue - with Chase Summers"Host: Matt Wolach, a B2B SaaS sales coach, Entrepreneur, and InvestorGuest: Chase Summers, Director of Customer Operations at DataedoTOP TIPS FROM THE EPISODESolicit and Implement Customer FeedbackIdentify the Market GapDon't Take Yourself So SeriouslyProvide Autonomy But Do Not NeglectBe Comfortable with Being UncomfortableBe More Interested Than InterestingEPISODE HIGHLIGHTSFewer Variables Equals Faster Customer DecisionMore Failure Equals Clearer VisionA Leader's Response to Failure MattersTOP QUOTESChase Summers[14:33] "My whole mantra with management is autonomy without neglect."[15:12] "You can be an empathetic person but still be a really good leader. And so that's something that I've worked on is leading the people and giving them feedback at the same time, and being empathetic but also challenging."[21:55] "Just learn to be interested and stop thinking that you're interesting because chances are you're not."Matt Wolach[16:54] "You just don't do as well when you're under stress. And so I love the idea of just, breathe, take a step back. Don't take yourself seriously because it can really help you perform better."LEARN MORETo learn more about Chase Summers and Dataedo, visit: https://dataedo.com/You can also find Chase Summers on LinkedIn at: https://www.linkedin.com/in/chasesummers/For more about how host Matt Wolach helps software companies achieve maximum growth, visit https://mattwolach.com/Get even more tips by following Matt elsewhere: Sales Tips LinkedIn Twitter Instagram

RPM, an international shipping and logistics company, is carving its own path as a leader in vehicle transportation and specialized freight. The vehicle transport sector has fallen years behind traditional freight management standards with limited automation and visibility.RPM is leveraging Turvo's TMS Platform, with its unique collaboration cloud and advanced and modern tech, to connect everyone involved in a shipment for faster, more efficient, automated logistics. In its quest to move the industry forward, RPM is empowering operations leaders and challenging Turvo to help solve supply chain challenges, deliver a superior customer experience, and meet high-growth objectives regardless of market conditions.In this episode, created with the help of a livestream audience, Luis Pajares, Chief Customer Officer at Turvo, Rick Grubb, Chief Information Officer at RPM, and Brad Janer, Vice President of Customer Operations at RPM, join Scott Luton and Greg White to discuss:- How RPM's years of operational excellence combined with Turvo's leading Collaboration Cloud platform and TMS drive RPM's massive expansion and revenue growth.- RPM's strategy for building a world-class tech stack using a “lego-effect” to integrate best-of-breed solutions and proprietary apps to differentiate their business.- Why RPM chose Turvo as their technology partner to digitize their complex logistics network and provide 100% visibility to their customers, carriers and business partners.- What a culture of “we” means to RPM and why it's central to their success.- How companies like RPM leverage modern TMS to eliminate communication barriers, both internally and externally, to unlock full collaboration with all supply chain players.- The benefits of Turvo Academy and guided training in preparing a highly qualified staff that meets customer expectations.Additional Links & Resources:Learn more about Supply Chain Now: https://supplychainnow.comCheck out our new Supply Chain Now Media Kit: https://bit.ly/3emdLcKSubscribe to Supply Chain Now and all other Supply Chain Now programs: https://supplychainnow.com/subscribeJoin the NOW Community: http://bit.ly/41kpUSOLeveraging Logistics and Supply Chain for Ukraine: https://vectorgl.com/stand-with-ukraine/2022 Q4 U.S. Bank Freight Payment Index: https://freight.usbank.comWEBINAR- 5 Tips for Creating Effective Digital Content: http://bit.ly/3xvkXchWEBINAR- Supply Chain Agility in an Ever-Changing World: https://bit.ly/41zl0BUWEBINAR- The Unified Supply Chain – A Platform Approach: http://bit.ly/3EH8fepWEBINAR- Supply Chain Planning: How to go beyond S&OP in 2023: http://bit.ly/3ZTfmJ2This episode is hosted by Scott Luton and Greg White. For additional information, please visit our dedicated show page at: https://supplychainnow.com/RPM-accelerates-growth-market-forward-turvo-tms-1092

In this episode of Over the Edge, Matt Trifiro interviews Matthew Steinberg, co-founder of Exhibit 'A' brewing, and Pierluca Chiodelli,Vice President Engineering Technology & Edge Portfolio Product Management and Customer Operations, Dell TechnologiesMatthew has been brewing beer for almost 20 years. After brewing a wide variety around Massachusetts, including Belgian styles, highly hopped ales, and barrel aged offerings, he founded his own brewery: Exhibit 'A'. Here, he creates his own modern takes on traditional beer styles. Pierluca has been with Dell Technologies since 1999, and is currently VP Engineering Technology & Edge Portfolio Product Manager and Customer Operations. He's responsible for Edge Enterprise Dell Technologies roadmap, and strategic technical partners engagement across Dell Technologies. Matthew and Pierluca represent a partnership between Dell Technologies and Exhibit 'A' brewing to bring edge computing and complex technology to small, locally-owned businesses.In the first segment of this interview, Matthew dives into the details of beer making, from start to finish. He describes how edge technology has helped Exhibit 'A' gather data and monitor processes for a more perfect brewing process, and how it can fix problems and save money (and beer) for the brewery. In segment 2, Pierluca gives his definition of the edge, describes the importance of connectivity in a setting like Matthew's brewery, and explains how Dell Technologies is using this project as an example of their core value of promoting human progress.---------Key Quotes:Matthew Steinberg“The exciting part for me is actually beyond this first project, which is to really dig deep into our pain points as a brewery and what we can do to add to this technology. Not just make better beer, but create better processes, create more consistency, give our staff the tools they need to do these jobs, right? And so it's incredible. Like for a small craft brewery like us, that's like producing you know the equivalent of maybe 70,000 cases a year, to be able to have this technology is ridiculous. I mean, it's kind of a dream.”Pierluca Chiodelli“There is no necessity to have all these different silos because with our experience, we can run multiple things on the same infrastructure. We can manage that infrastructure in different way, but what we are doing is basically also simplify the edge. There is no reason why certain application, they cannot run with other applications. So that's the technology we bring, with the security and with the simplification. So basically, it's democratize the edge and make sure that people can manage from one to thousands of devices with always security in mind and with zero touch capability.”Matthew Steinberg“We have this art that is like my creative outlet for making, conceptualizing a beer. Whether it's the ingredients or the process or even what the label looks like. There's a lot of that art that goes into its. Science is like the yeast doing its thing, the malt being delivered properly, and it's, and I thought about it as like, the great, the art of the beer  relies on the science to do what it's supposed to do. The technology actually allows us  to control it. It allows us to, what was the word I used? Uh, you know, The tech helps us realize and observe the connection between the art and the science.”Matthew Steinberg“So all of this temperature probes and, and controllers and the interface that Dell has installed here is allowing us to study that to just make better beer. I mean, that's literally the simplest way I can put it.  The exciting part for me is actually beyond this first project, which is to really dig deep into our pain points as a brewery and what we can do to add to this technology. Not just make better beer, but create better processes, create more consistency, give our staff the tools they need to do these jobs.”Pierluca ChiodelliOne of the core value of Dell  is really about human progress. It's very humble goal. It's also very difficult to connect you to directly to human progress. Now, when I start to look at the edge, I can say that because it's based on outcome, most of the things that we do are most impactful. Pierluca Chiodelliwe've been selling at the Edge for many years. Uh, about 30 years. But, um, what is new at the edge is the data. Um, so I think, um, If you look at, so the brewer example, there are a lot of data that they've been collected. What is changing from the past is that everything needs to be connected now. What is changing also that the data they are producing at the edge, they need to be accessed at the edgePierluca ChiodelliYou don't have an army of people and so you need to optimize. Optimize is important and have the ability to connect things and access those data immediately is very important. So the shift really why you need more compute, why you need more things at the edge is because the data are there. More data need to be processed there and the edge is different, is outside of the normal data center. So to me, that was the excitement to enter in the space that was not a familiar space, understanding the constraint of that space and understanding what we can do---------Show Timestamps:[03:41] Matthew's entrepreneurial start[07:41] How beer begins[09:55] How beer is made[14:38] The art of balance in beer[17:26] The fermentation process[19:56] Why cans are the best package[23:12] How to store your beer[23:32] How Matthew maintains quality[25:31] What does beer have to do with edge computing?[28:29] How Matthew uses data to solve problems[33:17] Pierluca's start in technology[36:09] Dell and Edge[40:06] The edge is about constraint[41:52] The edge and security[44:29] Helping everyone understand edge[49:08] Dell's goal of advancing progress[53:20] Constraints of the edge[56:40] How Dell and Exhibit A work together--------Sponsor:Over the Edge is brought to you by Dell Technologies to unlock the potential of your infrastructure with edge solutions. From hardware and software to data and operations, across your entire multi-cloud environment, we're here to help you simplify your edge so you can generate more value. Learn more by visiting DellTechnologies.com/SimplifyYourEdge for more information or click on the link in the show notes.--------Links:Connect with Matt on LinkedIn - https://www.linkedin.com/in/mtrifiro/Connect with Matthew on LinkedIn - https://www.linkedin.com/in/matthew-steinberg-26b96ab/Connect with Pierluca on LinkedIn - https://www.linkedin.com/in/pierluca-chiodelli-3b743a4/Learn More about Exhibit A - https://www.exhibit-a-brewing.com/Follow Dell Technologies Edge on social media at https://www.linkedin.com/company/delltechnologies/posts/?feedView=allhttps://twitter.com/Dell_EdgeLearn about Dell Technologies edge solutions - https://www.dell.com/en-us/dt/solutions/edge-computing/index.htm#collapse&tab0=0&tab1=0Learn more about how Dell Technologies is using edge for good -  https://www.dell.com/en-us/dt/corporate/about-us/who-we-are.htm#video-overlay=6213824626001www.CaspianStudios.com

In this episode of the RETHINK Retail Podcast, guest host and Top Retail Influencer Wizz Selvey, sits down with Samantha Hornsby, Head of Customer Operations at Marks & Spencer. Samantha shares her extensive retail background and insights into the changes that have taken place at M&S over the last three years, particularly the shift towards a more integrated approach between digital and physical stores. The pair also dive into the post-pandemic operations and the future of digital for M&S, and discuss how the brand has expanded its clothing offering to start selling brands online and in selected stores. Samantha shares her perspective on customer reactions to these changes, and how M&S is anticipating what customers want from their retail experience over the next three years. Listen in for this exciting episode to gain insights into the evolution of M&S and behind the scenes insights from Samantha Hornsby, Head of Customer Operations. If you enjoyed this episode, please let us know by subscribing to our channel and giving us a 5 star rating us on Spotify and Apple Podcasts. - - - - - - Host: Top Retail Influencer Wizz Selvey Produced by Gabriella Bock

Overview Barr Moses, Co-Founder and CEO of Monte Carlo, joins on the podcast. Prior to founding Monte Carlo, Barr was the VP of customer success operations at Gainsight and holds a bachelors of science in mathematics and computer science from Stanford. In today's episode Barr shares her inspiration for founding Monte Carlo, the cost and harms of poor quality data, the five principles of data observability, and her top predictions for data trends in 2023. About Barr Moses Barr Moses is CEO & Co-Founder of Monte Carlo, a data reliability company and creator of the data observability category, backed by Accel, GGV, Redpoint, ICONIQ Growth, Salesforce Ventures, IVP, and other top Silicon Valley investors. Previously, she was VP Customer Operations at customer success company Gainsight, where she helped scale the company 10x in revenue and, among other functions, built the data/analytics team. Prior to that, she was a management consultant at Bain & Company and a research assistant at the Statistics Department at Stanford University. She also served in the Israeli Air Force as a commander of an intelligence data analyst unit. Barr graduated from Stanford with a B.Sc. in Mathematical and Computational Science. Social Handles LinkedIn Barr's Twitter Monte Carlo's Twitter Learn more about our mission and become a member here: https://www.womenindata.org/ --- Support this podcast: https://anchor.fm/women-in-data/support

Hey CX Nation,In this week's episode of The CXChronicles Podcast #193 we welcomed Agnese Spona, Managing Director at MadeFor. based in Amsterdam, Netherlands.  MadeFor provides learning experiences that help individuals and teams grow and stay competitive in a rapidly changing digital world.In this episode, Agnese and Adrian chat through how she has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across her own customer focused business leader journey.**Episode #193 Highlight Reel:**1. Why investing in your team & employees is the one of the first steps in building world class customer experiences 2. Start bursting your teammates bubbles and be more candid 3.  Why chronicling your history drives innovation & fuels tribal knowledge 4.  Ideas for how you can wrangle process management as you scale 5.  Compartmentalizing your customer & employee feedback to find focus   Huge thanks to Agnese for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer and learning experience space into the future.Click here to learn more about Agnese SponaClick here to learn more about MadeFor. If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. Or you know what would be even better? Go tell one of your friends or teammates about our content, services & community & invite them to join the CX Nation!Also grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website. For you non-readers out there, go check out the CXChronicles Youtube channel to see all of our customer focused video content & short-reel CTAs to improve your CX today (while you're there -- can you politely go smash that subscribe button). Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!Support the show

In this podcast, I talk to Bryan Cox about his career. Bryan helps the companies that the firm has invested in, to scale their sales and marketing. This role is a great fit given Bryan's experience in all aspects of sales and customer operations. Prior to Andreessen Horowitz, Bryan was Chief Revenue Officer at Zendesk, Senior Vice President of Customer Operations at VMware, Executive Vice President of World Wide Field Operations at Pano Logic, and Vice President of Sales Operations at EqualLogic. Bryan loves the study of nutrition, lifting weights, playing hockey, and spending time with his wife and kids. I hope you enjoy!

In this podcast, I interview Bryan Cox, Operating Partner at Andreessen Horowitz. Bryan helps the companies that the firm has invested in, to scale their sales and marketing. This role is a great fit given Bryan's experience in all aspects of sales and customer operations. Prior to Andreessen Horowitz, Bryan was Chief Revenue Officer at Zendesk, Senior Vice President of Customer Operations at VMware, Executive Vice President of World Wide Field Operations at Pano Logic, and Vice President of Sales Operations at EqualLogic. Bryan loves the study of nutrition, lifting weights, playing hockey, and spending time with his wife and kids. I hope you enjoy!

Karen is Vice President and Deputy General Counsel of Business Transformation and Customer Operations. In this episode, Karen describes how she surrounded herself early on with risk-takers and people who wanted to see one another succeed. She shares the value of stretching into new areas and making lateral moves into different business areas to build a more expansive professional portfolio towards new leadership opportunities. Karen also gets candid about her journey to learning to extend herself grace and setting boundaries - reminding us that pauses and boundaries are sometimes what allow us to be great.

In this week's episode #73 of Let's Talk Money and More Podcast I am delighted to introduce you to another really interesting guest, Nicola Frampton. Nicola joined William Hill in 2010 as Director of Corporate Risk then Group Director of Customer Operations before becoming Managing Director of the UK Retail division in June 2014 during which time she led and implemented a number of major innovation and transformation projects. She has extensive experience in risk management, assurance and corporate governance across a wide range of industries, having specialised in these areas of corporate activity at both William Hill and prior to that whilst at Deloitte. Nicola is the Operations Director at Domino's Pizza UK and a Non-executive Director at Frasers Group.In this episode Nicola shared her money story, the pivotal moments in her career, her experiences and learnings that have contributed to the kind of relationship with money she has today. Make sure to tune in, this episode is inspiring, insightful and a fascinating listen. Enjoy! Key TakeawaysOur health and well being is wealth. Wealth is also about freedom. Money is an enabler and it gives us freedom choices, it allows us to support the future we want as well as the people who matter to us. Wealth is available to everybody. Believe in that and hold on to it, plan and put action into place to create that wealth but also recognise that there isn't one way to get there but several. Be intentional with the actions you are taking. Even more importantly, be aware of your limiting factors.Money is emotive. And when we are in certain situations we respond to those emotions, have knee jerk reactions and make us feel a whole raft of different emotions. Our relationship with money, how we spend, how we save, and utilise money can be very different to somebody else. That's why it is important to have self awareness and deep understanding towards our relationship with money.You are your greatest investment.Believe in yourself and believe in your capability and accepting that it really is you who makes the choices about what you go for. Your integrity and authenticity builds relationship and trust with people. When you work hard and prove you are capable people will invest in you.Connect with Nicola FramptonLinkedin www.linkedin.com/in/nicola-frampton-5a242a/Connect with Lesley ThomasFREE Money Archetype Quiz www.themoneyconfidenceacademy.com/resources/sma-assessment/FREE Resources www.themoneyconfidenceacademy.com/resources/My website www.themoneyconfidenceacademy.com/Join my Facebook Group www.facebook.com/groups/letstalkmoneyandmoreYoutube channel www.youtube.com/@themoneyconfidenceacademyFollow me on Instagram www.instagram.com/lesleythomascoaching/Connect with me on LinkedIn www.linkedin.com/in/lesley-thomas Hosted on Acast. See acast.com/privacy for more information.

In this week's episode #73 of Let's Talk Money and More Podcast I am delighted to introduce you to another really interesting guest, Nicola Frampton. Nicola joined William Hill in 2010 as Director of Corporate Risk then Group Director of Customer Operations before becoming Managing Director of the UK Retail division in June 2014 during which time she led and implemented a number of major innovation and transformation projects. She has extensive experience in risk management, assurance and corporate governance across a wide range of industries, having specialised in these areas of corporate activity at both William Hill and prior to that whilst at Deloitte. Nicola is the Operations Director at Domino's Pizza UK and a Non-executive Director at Frasers Group.In this episode Nicola shared her money story, the pivotal moments in her career, her experiences and learnings that have contributed to the kind of relationship with money she has today. Make sure to tune in, this episode is inspiring, insightful and a fascinating listen. Enjoy! Key TakeawaysOur health and well being is wealth. Wealth is also about freedom. Money is an enabler and it gives us freedom choices, it allows us to support the future we want as well as the people who matter to us. Wealth is available to everybody. Believe in that and hold on to it, plan and put action into place to create that wealth but also recognise that there isn't one way to get there but several. Be intentional with the actions you are taking. Even more importantly, be aware of your limiting factors.Money is emotive. And when we are in certain situations we respond to those emotions, have knee jerk reactions and make us feel a whole raft of different emotions. Our relationship with money, how we spend, how we save, and utilise money can be very different to somebody else. That's why it is important to have self awareness and deep understanding towards our relationship with money.You are your greatest investment.Believe in yourself and believe in your capability and accepting that it really is you who makes the choices about what you go for. Your integrity and authenticity builds relationship and trust with people. When you work hard and prove you are capable people will invest in you.Connect with Nicola FramptonLinkedin www.linkedin.com/in/nicola-frampton-5a242a/Connect with Lesley ThomasFREE Money Archetype Quiz www.themoneyconfidenceacademy.com/resources/sma-assessment/FREE Resources www.themoneyconfidenceacademy.com/resources/My website www.themoneyconfidenceacademy.com/Join my Facebook Group www.facebook.com/groups/letstalkmoneyandmoreYoutube channel www.youtube.com/@themoneyconfidenceacademyFollow me on Instagram www.instagram.com/lesleythomascoaching/Connect with me on LinkedIn www.linkedin.com/in/lesley-thomas Hosted on Acast. See acast.com/privacy for more information.

The United Nations Office for Outer Space Affairs and the UK Government are launching a new project to enhance international expertise in the registration of space objects. The multi-year project strengthens an already solid foundation of joint efforts between the partners covering topics such as space sustainability and climate action. The United Nations Register of Objects Launched into Outer Space is a treaty-based mechanism which promotes transparency in outer space activities. Since the beginning of the space age, more than 14,000 satellites have been launched, and 85 percent of them have been registered with the UN. UNOOSA has received over 2,000 satellite registrations in 2022 alone and potentially 100,000 satellites could be launched over the next decade. ------------ NASA has selected Rocket Lab to provide the launch service for the agency's TROPICS mission. TROPICS is the Time-Resolved Observations of Precipitation Structure and Storm Intensity with a Constellation of Smallsats. It is part of the NASA's Venture-class Acquisition of Dedicated and Rideshare ... or VADR ... launch services contract. Rocket Lab is one of 13 companies NASA selected for VADR contracts in 2022, which are managed by NASA's Launch Services Program based at Kennedy Space Center in Florida. As part of VADR, the fixed-price indefinite-delivery/indefinite-quantity contracts have a five-year ordering period with a maximum total value of $300 million across all contracts. The TROPICS mission consists of four CubeSats intended for two low-Earth orbital planes and is part of NASA's Earth System Science Pathfinder Program. Rocket Lab will launch the TROPICS satellites into their operational orbits during a 60-day period no earlier than May 1 of next year, enabling NASA to provide observations during the 2023 Atlantic hurricane season. ---------------- According to Frost & Sullivan‘s recent report, Global Satellite Propulsion Solutions Market, commercial and private end-user satellite constellations generate a steady demand for propulsion systems because they provide communications and satellite imaging. The global market is expected to reach $216.32 billion by 2031, up from $93.33 billion in 2021, representing a compound annual growth rate of 8.7 percent. ---------------- Retired US Air Force Colonel Lee Rosen is the newest member of the founding team of ThinkOrbital, a start-up scalable space infrastructure company. The former SpaceX VP of Mission and Launch Operations, and Customer Operations and Integration, Rosen spent over a decade involved in more than 150 successful missions at SpaceX.

Interview with Elliot Tessier – Elliot is the Head of Customer Operations at 365Talents. He has many years of experience in Entrepreneurial Studies and Digital Transformation.

In Part II of our Seedcamp Firsts series on customer operations, Rona Ruthen and Natasha Lytton delve into Scaling - a phase when change is the only constant. Rona shares her incredible experiences scaling operations across various roles, including VP of Customer Operations at Monzo, where she helped the company grow from 1 million to six, all largely over the Covid pandemic. With more than 15 years of experience in FinTech financial services and payment solutions in companies in Israel and the UK, she is a seasoned expert in scaling up customer service and operations. Learn why communication, clear goals, and single-threaded leadership are essential and how to get buy-in from people across the company. If you missed Part I, catch up here: sdca.mp/Customer_Operations_Podcast Show notes: Rona Ruthen - twitter.com/RonaRuthen Natasha Lytton - twitter.com/Natashalytton Seedcamp - seedcamp.com Check out our growing Seedcamp Firsts Content Library here: sdca.mp/SeedcampFirsts

In this episode Lee talks to David Holmes who has worked in Contact Centres and Customer Operations across Sales, Customer Service and Digital for some of the biggest companies in the UK, currently Operations Director at Cigna Healthcare. Lee and David chat about success and its definition, “harmonious friction”, the team leader role and how open mindedness can make the difference.   KEY TAKEAWAYS Find the job that generates enthusiasm in you. Learn to enjoy challenges to your methods and thinking. Having an open mind and being willing to listen is important.  There is only negative feedback or constructive negative feedback. Generally it is about something that needs improvement. Positive feedback is affirmation.  Being a team leader is about being able to look forward to a destination and then planning on how to get there.  It's ok to bring people outside of the business to be critical and challenging in a way that those inside are too invested to achieve.   BEST MOMENTS ‘Just when you think you've seen it all, someone comes along and shows you something new.' – David ‘What is it that excites you about what you do and why? I love working with people, Lee.' – David ‘That “harmonious friction” generates my passion and I hope I never lose it' – David ‘Let's talk about your past actually. What is it that people saw in you to allow you to create this history?' – Lee    VALUABLE RESOURCES Business Problems Solved Podcast            ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/See omnystudio.com/listener for privacy information.

Kris Meulemans the Global Head of Customer Operations in Materialize. He is a Presales Leader with years of experience in multiple industries. He also shared tips and tricks on how to gain the trust of the customers to tell their pain points.   Full show: https://wethesalesengineers.com/show222

On this episode, Laura Chandler talks with author and CEO of Unity World Headquarters, Jim Blake, about his book, The Zen Executive: Gems of Wisdom for Enlightened Leadership. Jim has held numerous executive positions in the corporate world, including as Director of Customer Operations for Landis+Gyr, a global leader in the utility industry, and as Vice President of Products and Technology for Rhythm Engineering. He currently serves as the CEO of Unity World Headquarters, a spiritual nonprofit that helps people of all faiths and cultures apply positive spiritual principles in their daily lives. Jim and Laura discuss the experiences he had in the corporate world that led him to write the The Zen Executive. He explains the importance in leadership of self-care, developing and trusting your intuition, and adopting the attitude of being of service to your employees rather than the other way around. He also shares his experience of meditation and how it changed his perspective both personally and as a business leader. And he explains how creating a more diversified, open-minded, and compassionate experience across corporate cultures leads to happier and more productive employees. For more information about Jim, visit iamjimblake.com and unity.org.

In this episode of the Revenue Builders podcast, John Kaplan and John McMahon talk to John Hanlon, an experienced sales leader on all things leadership, from being coachable, to taking on a new VP of sales role. Hanlon talks about key learnings you can gain from past failures and the top traits that all good leaders possess. Digging deeper, Hanlon shares one key thing that good leaders can't have, if they want to do their job effectively. Additional Resources:Connect With John Hanlon on LinkedIn | https://www.linkedin.com/in/john-hanlon80/More about Presidio | https://www.presidio.com/More about Force Management | https://forc.mx/3waMDDSDon't Let Your Sales Initiative Fail: Lead from the Front | https://forc.mx/3GupnE8Taking on a New VP of Sales Role? Key Resources to Help You Get Started | https://forc.mx/39XgJloLearn more about CASA (Court Appointed Service Advocate) | https://childadv.net/casaHIGHLIGHTSYou learn more from your mistakes than successesListening in leadershipBe both coachable and adaptableThe person with no ego winsGUEST BIO John Hanlon has more than 25 years of industry and international experience in information management software, hardware and service. Since joining EMC in August 2000, he has held leadership roles including Vice President, Network Attached Storage Unit; Senior Vice President, Mid-Market Sales; and President, EMC Americas Sales and Customer Operations. Prior to Dell/EMC, John Hanlon was VP of Sales (Americas) for Parametric Technology Corporation. He also served for 7 years as an Officer in the United States Navy.QUOTESHanlon: "It's our job to add value, break down barriers, make people more successful, get them promoted, watch them develop and grow. But if people aren't comfortable coming to you to talk about their problems or their situation, you're flawed as a leader. You're done." Hanlon: "People want to work for people that are real. No phony baloney. Don't try to kid me. Be transparent. Be honest. Because we've all worked for people who tend to tell you what you want to hear or are a little bit full of themselves."Hanlon: "This is what a leader is all about. It's about being accountable, about being self-aware, and recognizing when you're wrong. Because if you don't know that you're wrong, you can't alter your course." Hanlon: "Sometimes you lose to win, sometimes you take a step back to go five steps forward. But if you can keep that ego in check, you can go a lot farther as a leader." Check out John McMahon's book here: https://www.amazon.com/Qualified-Sales-Leader-Proven-Lessons/dp/0578895064

Whether you're an L&D professional, video creator, or a software developer, your industry has probably been bitten by the hybrid work bug in one way or the other. This isn't a challenge we can master overnight, but all it takes is the right information to get you moving in the right direction. Michelle Massey, VP of Community Outreach and Customer Operations at TechSmith, joins Matt on this episode to share some practical steps and advice that make for a more wholesome hybrid work environment. She talks about organizational culture and how it affects the hybrid work setup and also doles out a few tips on how to communicate better in a hybrid work environment. Learning points from the episode include: 00:00 - 00:49 Intro 00:50 - 01:34 Matt introduces Michelle 01:35 - 02:56 Michelle shares some insights about herself 02:57 - 05:27 Why the topic is vital for everyone regardless of industry 05:28 - 07:13 A practical example of how to communicate in a hybrid environment 07:14 - 14:57 What role does organizational culture play in establishing hybrid work environments 14:58 - 19:04 How to manage communication in a hybrid work environment 19:05 - 21:17 What is hybrid work 21:18 - 28:28 Tips to enhance better hybrid communication 28:29 - 37:30 How to be resilient as work conditions evolve 37:31 - 45:28 How Michelle's communication approach has changed since she started using Snagit and Camtasia 45:29 - 53:08 Speed round questions 53:09 - 53:38 Outro Important links and mentions: Reach out to Michelle: m.massey@techsmith.com Connect with Michelle on LinkedIn: https://www.linkedin.com/in/michelle-massey-32970b4/ (https://www.linkedin.com/in/michelle-massey-32970b4/) Learn more about the https://academy.techsmith.com/?utm_source=podcast&utm_medium=social&utm_campaign=visuallounge&utm_content=effective-hybrid-workplace (TechSmith Academy). To read the blog post on the topic or watch the video, go to: https://www.techsmith.com/blog/?p=209941 (https://www.techsmith.com/blog/effective-hybrid-workplace/)

LinkedIn's Head of Mindfulness and Compassion Scott Shute discusses how to improve yourself and your work by practicing more mindfulness and compassion. — YOU'LL LEARN — 1) Why mindfulness matters at work 2) How to keep your inner critic from hijacking your day 3) The four steps to cultivating compassion Subscribe or visit AwesomeAtYourJob.com/ep668 for clickable versions of the links below. — ABOUT SCOTT — Scott was previously the Vice President of LinkedIn's Customer Operations organization. In his current role as Head of Mindfulness and Compassion at LinkedIn, Scott blends his lifelong practice and passion with his practical leadership and operations experience. His mission is to change work from the inside out by “mainstreaming mindfulness” and “operationalizing compassion.” He is the author of the book The Full Body Yes, available in May 2021. • Scott's book: The Full Body Yes: Change Your Work and Your World from the Inside Out • Scott's website: ScottShute.com • Scott's LinkedIn: Scott Shute — RESOURCES MENTIONED IN THE SHOW — • App: WisdmLabs • App: Wise@Work • Book: Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones by James Clear • Book: How to Train Your Mind by Chris Bailey • Book: When Sorry Isn't Enough: Making Things Right with Those You Love by Gary Chapman • Book: Altered Traits: Science Reveals How Meditation Changes Your Mind, Brain, and Body by Daniel Goleman and Richard Davidson • Book: The Gift by Hafiz — THANK YOU SPONSORS! — • Blinkist. Read or listen to summarized wisdom from thousands of nonfiction books! Free trial available at blinkist.com/awesomeSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.