Podcasts about Customer success

You can nail every interview question and still lose the CSM job offer to someone else.In this episode, I'm breaking down four reasons that happens, and none of them have to do with your experience or whether your answers were technically good. I'll show you what hiring managers are actually assessing, how to make your interview stories prove you can replicate your results, why being too humble can cost you the offer, and the overlooked part of the interview that could be quietly working against you.You'll walk away knowing exactly what to change before your next interview. If you want to turn more great interviews into actual job offers, hit play and let's dive in.And if you're tired of great interviews not turning into job offers, apply for coaching HERE and let's sharpen your interview strategy together.0:01 – Why Great Answers Alone Won't Land the Job Offer2:47 – How Being Too Polished Can Backfire in Interviews6:47 – The Fastest Way to Show How You Think, Not Just What You've Done10:46 – Why Skipping Numbers in Stories Hurts Your Interview12:57 – What Happens When You Don't Ask Smart Questions Back16:24 – The Four Simple Shifts Anyone Can Make to Get HiredOTHER EPISODES YOU'LL LOVE:

Send us Fan MailWhere should AI stop and a human step in? Rebecca Stone has spent 20 plus years finding the line.Rebecca Stone, Chief Customer and Marketing Officer at Plume, joins Yanique Grant to unpack why clean, centralized data is the real foundation of customer experience, and where AI should augment the journey versus where a human relationship has to show up. From the name problem that makes one customer look like four, to using AI to carry context across every support tier, to building high performing teams, Rebecca shares practical moves any leader can use.In this episode:- The first move to make when your customer data is messy - Where AI ends and human connection has to begin - Using AI to carry customer context across every support tier - The tools Rebecca can't live without: Claude, Gong, Salesforce, Marketo - Building high performing teams with The Five Dysfunctions of a Team - The Colin Powell quote that keeps her on trackFeatured resources:Book: Made to Stick by Chip Heath and Dan HeathBook: The Five Dysfunctions of a Team by Patrick LencioniClaude (AI for building presentations and freeing up time)Gong (conversation intelligence and customer context)Salesforce (CRM and customer data)Marketo (marketing automation)Connect with the guest:LinkedIn: Rebecca Stone, connect and send her a messageCompany: PlumeFollow the show: X @NavigatingCX and join our private Facebook group, Navigating the Customer Experience Community. Hosted by Yanique Grant.

In this episode of the Industry Spotlight, joining host Sam D'Arc are John Keohane, VP of Operations and Partner at Temecula Valley Buick GMC, and Liam Golightly, SVP of Customer Success at Podium to discuss how AI operator agents are giving dealership leaders a way to run their entire operation without being in every conversation themselves. John built his own AI agent, which he nicknamed Emily, to scrape telematics data, run weekly revival campaigns on stale leads, and even coach his sales team by timing how fast they respond before Emily steps in. The results are hard to ignore: Emily replaced his old bulk texting tool, helped uncover a customer-pay revenue drop in six seconds instead of weeks, and pushed his service department's customer-pay repair orders up 12 to 13 percent this year. For a single-point dealer competing against much larger groups, John says the technology has become a genuine equalizer. This episode of the Car Dealership Guy Podcast is brought to you by Podium. Topics: 04:15 CPA Brain Overwhelmed By Reports. 06:10 Low-Hanging Tech Is Ripe. 07:25 Telematics Data Was Untouched. 09:25 Cold BDC Texts Feel Impersonal. 10:45 Operator Is AI For GMs. 13:00 Emily Texts Revival Campaigns Daily. 14:25 AI Revives Dead Leads Warmly. 16:15 Emily Surfaces Near-Miss Sales. 18:45 Salespeople Race To Beat Emily. 19:55 Employees Use AI To Beat AI. 23:30 Podium Sieves All Outreach. 33:50 AI Levels The Playing Field. Podium - the AI platform trusted by one in three dealerships. Podium helps dealers consolidate sales, service, messaging, and voice into one connected system that actually runs the work. If your AI isn't driving real outcomes, it's time to take a closer look @ here. Check out Car Dealership Guy's stuff: For dealers: CDG Circles ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://cdgcircles.com/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Industry job board ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠http://jobs.dealershipguy.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Dealership recruiting ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠http://www.cdgrecruiting.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Fix your dealership's social media ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠http://www.trynomad.co⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Request to be a podcast guest ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠http://www.cdgguest.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ For industry vendors: Advertise with Car Dealership Guy ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠http://www.cdgpartner.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Industry job board ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠http://jobs.dealershipguy.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Request to be a podcast guest ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠http://www.cdgguest.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Car Dealership Guy Socials: X ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠x.com/GuyDealership⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Instagram ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠instagram.com/cardealershipguy/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ TikTok ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠tiktok.com/@guydealership⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ LinkedIn ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠linkedin.com/company/cardealershipguy⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Threads ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠threads.net/@cardealershipguy⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Facebook ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠facebook.com/profile.php?id=100077402857683⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Everything else ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠dealershipguy.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Send us Fan MailAgency growth gets expensive when every new client replaces one who just left. Brett Linnenkohl, fractional COO and founder of Evergreen Strategic Systems, and Josh Koeller, co-founder of The Customer Profit Engine, join Dr. William Attaway to unpack a more useful way to manage customer churn. Their work helps account managers move beyond subjective health-color ratings by finding the signals already buried in calls, CRM activity, support, and customer conversations. They share how a pilot reduced churn by four percentage points in ninety days, why proactive coaching produces stronger client relationships, and how the right data can uncover retention and expansion opportunities before a customer has one foot out the door.Chapters 00:00 Welcome and why retention matters 02:45 From fractional COO to customer focus 07:20 The three numbers agencies miss 09:02 Turning customer health into data 14:05 The problem with CRM notes 20:29 Connecting Slack, calls, and email signals 22:06 Pilot wins a $6K upsell 26:04 Escaping the churn treadmill 29:19 Proactive coaching beats reactive firefighting 31:10 Beyond agencies, MSP, solar, and more 35:18 Coaching CSMs without breaking trust 41:37 Mining past churn for hidden revenue 45:39 Beta offer guarantee and next stepsConnect with Brett and Josh Explore the Customer Profit Engine and the Account Manager Profit Accelerator at customerprofitengine.com. Connect with Brett Linnenkohl and Josh Koeller on LinkedIn.I want to invite you to check out the Committed Mastermind, a community I help lead along with world-class leaders like JC and Karen Hite, Vinnie Fisher, and Jonathan Mast, plus incredible mentors like Dr. Gary Chapman, author of The 5 Love Languages, and many others.This is for entrepreneurs who want to build a thriving business without sacrificing their faith, their family, or their health.Check out the Committed Mastermind at https://committedmastermind.com/---- Check out Dr. William Attaway's new show, The Appreciation at Work Podcast!  Join Dr. William Attaway on the Catalytic Leadership podcast as he shares transformative insights to help high-performance entrepreneurs and agency owners achieve Clear-Minded Focus, Calm Control, and Confidence.Free 30-Minute Discovery Call:Ready to elevate your business? Book a free 30-minute discovery call with Dr. William Attaway and start your journey to success.Connect with Dr. William Attaway:WebsiteLinkedInFacebookInstagramTikTokYouTube

If you think telling a hiring manager you use AI to write emails faster is proving your AI fluency, you might be setting the bar way too low.In this episode, I'm breaking down what hiring managers actually want to hear about AI in your CS interviews, why efficiency alone is no longer enough, and four specific ways to show that you're using AI to make a bigger impact with your customers. I'll also share the AI terminology worth knowing so you can walk into interviews feeling prepared without becoming an AI expert.If you want to prove you're keeping up with AI and stand out for the right reasons in your next CS interview, hit play and let's dive in.And if all the changes happening in CS have you wondering what it actually takes to land your next role, apply for coaching HERE and let's get you on the right track.00:45 – What AI fluency actually means in CS hiring right now02:19 – Why using AI for efficiency is no longer enough to stand out05:04 – What hiring managers want to see from your AI usage07:19 – How AI can help you have smarter customer conversations09:06 – Using AI to uncover deeper insights about account health12:08 – How AI can help you become a more strategic customer partner17:26 – The terminology worth knowing before your next CS interviewOTHER EPISODES YOU'LL LOVE:

How do you give difficult feedback without damaging trust?Katie O'Brien Ceccarini, author of Fearless Feedback: Everything Managers Have Never Been Taught About Feedback and founder of Endurance Management Coaching, brings two decades of experience leading, managing, and training teams. She shares how leaders can prepare for hard conversations, navigate emotional reactions, and say what needs to be said while preserving the relationship.Katie explains that fearless feedback starts before we ever choose the right words. It begins with our mindset, the strength of the relationship, and the intention we bring into the conversation. When we believe in the other person's ability to grow, we are more likely to communicate with conviction, clarity, and care.She also shows us how to stay present when feedback brings up defensiveness, emotion, silence, or resistance. Instead of reacting to what we see on the surface, we can get curious about what may be happening underneath. We can acknowledge someone's experience without abandoning the message, and we can refocus the conversation without turning it into a debate.When we strengthen our mindset, relationships, and delivery, we can give feedback with greater courage, build trust through difficult moments, and create conversations that help people grow.Key Takeaways:Prepare Your Mindset for Feedback: Explore how the beliefs you bring into a conversation can shape how your message is received.Strengthen the Relationship First: Consider how trust and safety can create a stronger foundation for honest feedback.Open the Conversation Well: Discover how a thoughtful headline can make difficult feedback easier to hear and engage with.Navigate Difficult Reactions: Examine how the HEAR framework can help you respond when feedback triggers defensiveness, emotion, or resistance.Make a Better Second Choice: Learn how noticing your first reaction can help you approach challenging feedback conversations with greater courage.Resources MentionedThe Inspire Your Team to Greatness assessment (the Courage Assessment) - In less than 10 minutes, find out where you're empowering and inadvertently kills productivity, and get a custom report that will tell you step by step what you need to have your team get more done. Get it here: https://courageofaleader.com/inspireyourteam/You don't need to have all the answers to lead well. Get your copy of the Clarity Kit for just $17 to learn the five practices to bring more clarity, confidence and courage into your leadership - https://courageofaleader.com/the-clarity-kit/About the Guest:Katie is a developer of people with two decades of experience leading, managing, and training teams.Her career spans early education, a decade at Yelp where she created and scaled all Customer Success training, and then as Head of Learning & Development at Opendoor she elevated employee onboarding and leadership development. She has the rare ability to bridge the gap between what HR and L&D leaders need and what actually lands with leaders in the business.In 2026, she published Fearless Feedback: Everything Managers Have Never Been Taught About Feedback, a practical guide that equips managers for the development and performance conversations that HR professionals depend on them to have.Today, Katie runs Endurance Management Coaching, partnering with organizations like eBay, Munchkin, Vital Farms, and PAN Communications to develop their managers and leaders.Over the past 20 years, she's managed, trained, and developed thousands of people, and everything she teaches comes from real teams, real conversations, and real results.Katie's leadership style is best described as human, with standards. She cares deeply and holds a high bar.When she's not working, she's getting dirty at the barn with her horse, training for triathlons, or hanging out with her son and husband in Denver.https://www.enduranceboss.com/https://www.linkedin.com/in/katie-ceccariniAbout the Host:Amy L. Riley is an internationally renowned speaker, author and consultant. She has over 2 decades of experience developing leaders at all levels. Her clients include Cisco Systems, Deloitte and Barclays.As a trusted leadership coach and consultant, Amy has worked with hundreds of leaders one-on-one, and thousands more as part of a group, to fully step into their leadership, create amazing teams and achieve extraordinary results.Amy's most popular keynote speeches are:The Courage of a Leader: The Power of a Leadership LegacyThe Courage of a Leader: Create a Competitive Advantage with Sustainable, Results-Producing Cross-System CollaborationThe Courage of a Leader: Accelerate Trust with Your Team, Customers and CommunityThe Courage of a Leader: How to Build a Happy and Successful Hybrid TeamHer new book is a #1 international best-seller and is entitled, The Courage of a Leader: How to Inspire, Engage and Get Extraordinary Results.http://www.courageofaleader.comhttps://www.linkedin.com/in/amyshooprileyThanks for listening!Thanks so much for listening to our podcast! If you enjoyed this episode and think that others could benefit from listening, please share it using the social media buttons on this page.Do you have some feedback or questions about this episode? Leave a comment in the section below!Subscribe to the podcastIf you would like to get automatic updates of new podcast episodes, you can subscribe to the, podcast on Apple Podcasts or Stitcher. You can also subscribe in your favorite podcast app.Leave us an Apple Podcasts reviewRatings and reviews from our listeners are extremely valuable to us and greatly appreciated. They help our podcast rank higher on Apple Podcasts, which exposes our show to more awesome listeners like you. If you have a minute, please leave an honest review on Apple Podcasts.Mentioned in this episode:The Inspire Your Team to Greatness Assessment (The Courage Assessment)https://courageofaleader.com/inspireyourteam/

O curitibano sempre achou que cursaria medicina. Aos 16 anos, fez um intercâmbio de ensino médio em uma pequena cidade de Ohio e, ao retornar ao Brasil, trocou o plano de curso superior para a faculdade de Comércio Exterior.Dali, Pedro construiu uma carreira ligada a negócios, vendas e relacionamento com clientes, passando pela Câmara Americana de Comércio, pela BRF, por uma empresa de tecnologia para educação e, enfim, por uma fintech. Durante a pandemia, decidiu fazer um MBA em Boston e, após um estágio não remunerado em análise de dados, entrou na Udemy, onde hoje lidera a equipe de Customer Success para a América Latina.Neste episódio, Pedro fala sobre a estratégia de recomeçar a carreira em uma posição mais júnior, os caminhos entre o visto de estudante e o processo de green card, e o dia a dia de quem mora na terra onde o cachorro-quente vem com lagosta.Fabrício Carraro, o seu viajante poliglotaPedro Andrade, Líder de Customer Success na Udemy em Boston, Estados Unidos Links:LinkedIn do PedroInstagram do PedroTechGuide.sh, um mapeamento das principais tecnologias demandadas pelo mercado para diferentes carreiras, com nossas sugestões e opiniões.#7DaysOfCode: Coloque em prática os seus conhecimentos de programação em desafios diários e gratuitos. Acesse https://7daysofcode.io/Ouvintes do podcast Dev Sem Fronteiras têm 10% de desconto em todos os planos da Alura Língua. Basta ir a https://www.aluralingua.com.br/promocao/devsemfronteiras/ e começar a aprender inglês e espanhol hoje mesmo! Produção e conteúdo:Alura Língua Cursos online de Idiomas – https://www.aluralingua.com.br/Alura Cursos online de Tecnologia – https://www.alura.com.br/Edição e sonorização: Rede Gigahertz de Podcasts

Your resume might be the reason you're not getting interviews and it has nothing to do with your experience.In this episode, I'm sharing three resume edits you can make in 10 minutes or less that help recruiters instantly understand your value. We'll talk about why numbers can actually hurt you without the right context, what hiring managers need to see before they care about your results, and the simple change that makes you stand out from hundreds of other CSMs with similar experience.If you want your resume to tell a stronger story and give yourself a better chance of landing more interviews, hit play and let's dive in.And if you want expert help to uncover what makes you uniquely hireable, apply for coaching HERE and let's build a resume that stands out.01:51 – Why the numbers on your resume might be sending the wrong message to recruiters03:35 – The simple change that gives your achievements the context they need to stand out06:32 – The resume details hiring managers need before they care about your results10:18 – Why your resume should explain more than just what you accomplished12:09 – How to showcase what makes you different from every other CSM applying14:55 – The simple resume review to help you stand out in just a few minutesFREEBIES & RESOURCES:

Service leaders are increasingly asked to deploy AI agents without a clear sense of what these systems can safely handle today, or where to start. In this episode, Matt Kravitz, Head of Customer Transformation for Service Cloud at Salesforce, breaks down a three-level maturity model for AI service agents — answering questions, accessing account data, and taking action — and how to sequence adoption. The conversation also covers a channel-strategy framework for deciding which support requests to deflect, route to digital-assisted support, or escalate to a live conversation, and how a business's overall service model should guide which use case to prioritize first.   This episode is sponsored by Salesforce.   In this episode, we cover how enterprise service leaders can sequence AI agent adoption — starting with agents that answer common questions, then adding account-data access, and finally the ability to take action on a customer's behalf. To go deeper on this topic, download our free PDF report, 'Beginning with AI,' at emerj.com/aik1

PRODU MKTG presenta ReloAd, un espacio para discutir la coyuntura publicitaria junto a sus protagonistas, un espacio para recargarnos una y otra vez de nuevos conceptos. El Mundial dejó un impacto sin precedentes en la industria publicitaria latinoamericana y movió cifras que seguro desafiaron cualquier proyección tradicional. Por ejemplo, el streaming registró incrementos de hasta 300% en descargas y marcas como Adidas duplicaron su inversión digital en más de 80%. En el episodio 69 de ReloAd conversamos con María José Solís, directora de Customer Success en SimilarWeb. Explicó que Latinoamérica llegó a mover más de 1.279 millones de dólares durante el torneo, que México y Argentina lideraron esa inversión, pero sobre todo detalló cómo los datos se convirtieron en la brújula que guió cada decisión durante este fenómeno global. Radio PRODU se encuentra en RadioPRODU.com

Want the playbook, not just the conversation? Subscribe for deep-dive, actionable breakdowns from every episode at unchurned.substack.com.Simon Farthing, VP of Customer Success at Bloomreach, joins Josh Schachter to discuss what it actually takes to lead a customer success organization in the AI era. Drawing from his experience leading a 100-person CS and services team, Simon shares the lessons he's learned from experimenting with AI tools at scale, building internal tools, rethinking team structure, and preparing for what's next. It's a candid conversation about moving beyond AI hype and turning it into measurable operational impact.---What You'll Learn- Lessons from testing 60+ AI tools across a 100-person CS organization- How Simon built a personal AI command center in Claude- A practical framework for build vs. buy vs. build-on-top decisions- Why AI accuracy becomes non-negotiable at the executive level- Why "tool migration" is becoming a core professional skill- How Bloomreach rebalanced CSM compensation around GRR and NRR- Why Forward Deployed Engineers are emerging and where they fit---Timestamps0:00 - Preview & Intro1:28 - Meet Simon Farthing, BloomReach overview2:48 - 60+ AI tools tested, tool proliferation problem6:00 - Building "Mission Control" in Claude8:57 - Bottoms-up AI leadership structure11:00 - The accuracy problem: when AI slides hit the boardroom13:52 - Tool migration as a critical human skill15:05 - Build vs. buy vs. build-on-top framework17:00 - CSM comp redesign18:33 - The rise of the Forward Deployed Engineer (FDE)21:10 - Smaller customers and customer marketing, agentic AI---Josh is writing a book on building customer relationships. Follow his journey and insights at www.joshschachter.com---Where to Find the GuestSimon Farthing: https://www.linkedin.com/in/simon-farthing/---Where to Find the Hosts: Josh's LinkedIn: https://www.linkedin.com/in/jschachter/Unchurned Substack: https://unchurned.substack.com/

When you've interviewed more than 3,000 CSMs, you start to see exactly what separates the candidates who get hired from the ones who don't.In today's episode, I'm sitting down with Michael Boyd, a three time VP of Customer Success who has hired more than 100 CSMs, to unpack what hiring managers are really looking for in today's market. We talk about how to stand out in technical interviews even if you're not highly technical, the two out of three rule he uses when evaluating candidates, and what AI fluency actually looks like now that it has become an expectation instead of a bonus.By the end of this conversation, you'll know what hiring managers are actually paying attention to, where candidates often miss the mark, and how to position yourself as the kind of CSM companies want to hire. If you are ready to stop guessing what hiring managers want and start interviewing with more confidence, hit play and let's dive in.And if you're tired of knowing you're qualified but not getting the offer, apply for coaching HERE and let's help you land your next Customer Success job.02:30 – What hiring managers actually want before they hire06:40 – The interview red flags that should make you think twice11:15 – What technical interviews are really testing17:15 – The two out of three rule for landing stretch roles21:20 – Why the best CSMs are becoming more consultative in the age of AI32:31 – What AI fluency really looks like in an interviewFREEBIES & RESOURCES:

In today's episode, you'll discover: 1.  Most sales leaders accept that salespeople have been asked to do two jobs simultaneously: the human job, and why this needs to change to create greater sales results. 2.  That the human conversation is the only irreplaceable asset in sales. Everything around it - the prep, the follow-up, the coaching analysis, the content delivery- can and should be handled by AI. 3.  Why the most important investment a sales leader can make right now is protecting the human moments in your sales process, and how you, as a leader, will thrive in the next decade if you know exactly what never to automate. To support these three takeaways, I chose a quote from Anita Nielsen: "The reality is that being unprepared is a choice. The benefits come when we see AI as a tool, not a terror, and bring it into our sales motions." About Sreedhar Peddineni: Sreedhar Peddineni is a three-time category creator and CEO of GTM Buddy, the Revenue Activation company. He previously helped define Enterprise Performance Management at Host Analytics and co-created the Customer Success category at Gainsight. Today he's building the category that replaces traditional sales enablement, one grounded in a single belief: AI owns the work around the conversation. Humans own the conversation. How to Get in Touch with Sreedhar Peddineni: Website: gtmbuddy.ai Email:  sp@gtmbuddy.ai Gift: https://revenueactivation.ai/ Stalk me online! Linktr.ee: https://linktr.ee/conniewhitman Communication Style Assessment (CSA)™:  https://changingthesalesgame.com/communication-style-assessment/   Subscribe to the Changing the Sales Game Podcast on your favorite podcast streaming service or YouTube.  New episodes are posted every week - listen as Connie delves into new sales and business topics or addresses problems you may have in your business.

From Optician to Industry Leader: Creating Your Own Career Path. Katie Lauver and Cathy Firman share their journeys from working in optical practices to leading teams and driving innovation on the corporate side of the industry. Tune in as they discuss career growth, leadership, mentorship, and why some of the most rewarding opportunities in optical may be the ones you never expected.About the guests:Katie Lauver, ABOC, FNAO, is a business strategist, executive leader, and mindset and health coach with more than 14 years in the optical industry. Throughout her career, she's helped independent practices, doctors, and industry partners unlock growth by transforming data into actionable business strategies, blending analytics with a people-first approach to leadership. A recognized leader in optometry, Katie has been honored as one of Vision Monday's Most Influential Women in Optical and received the Optical Women's Association Emerging Leader Award. She is also an active OWA board member and passionate advocate for advancing women in the profession.Outside of the industry, Katie coaches entrepreneurs and professionals to elevate both their mindset and well-being, believing that sustainable success starts from within. She and her husband are raising their two children, Silas and Isla, in the Appalachian Mountains alongside their two dogs. Whether they're camping, canoeing, fishing, or hiking, you'll usually find the Lauver family exploring the outdoors and embracing every adventure nature has to offer.Cathy Firman's optical care journey began over 20 years ago as a paraoptometric. She went on to serve as both Practice and Optical Manager, earning her credentials as a Certified Paraoptometric Technician and ABO Certified professional along the way.In 2018, Cathy joined GPN Technologies, where she now serves as Senior Director of Customer Success, helping practices drive growth and strengthen operations through business analytics.A dedicated leader within the optical community, Cathy currently co-chairs the OWA Events Committee which she's been involved with for several years and was recently honored with the OWA Emerging Leader Award. She's also a longtime advocate for paraoptometric certification, currently serving on the AOA-CPC Item Writing & Test Review Committee following nine years on the AOA's Commission on Paraoptometric Certification.Cathy lives in Florida's Space Coast with her family and several "fur babies." In her spare time, she enjoys exploring and seeing the world through her camera lens.Like this episode? Please subscribe and share!iTunes | Spotify | Overcast | iHeartRadio | AmazonConnect with the OWA:Website | LinkedIn | Instagram | Facebook

Want the playbook, not just the conversation? Subscribe for deep-dive, actionable breakdowns from every episode at unchurned.substack.com.She went from treating eating disorders to running a $5M enterprise book at the biggest name in Customer Success and she didn't take no for an answer. Katy Bone, Enterprise CSM at Gainsight joins Josh to share the bathroom-humor pitch email that got her noticed, why vulnerability beats polish on LinkedIn, and the nonprofit born from unimaginable loss that's now reached families in 45 states.Learn more or support the mission: https://www.blessingsforbarrett.com/ ---What You'll Learn- How a therapy background translates directly into churn prevention and relationship-building- The exact outreach tactics Katy used to break into a competitive CS hiring process with a non CS background- Why vulnerable, human LinkedIn content builds deeper trust with enterprise stakeholders than polished thought-leadership- How cross-functional collaboration skills transfer from healthcare advocacy to CS- The story behind Blessings for Barrett and how it's scaled using AI tools---Timestamps0:00 - Preview & Intro0:48 - Meet Katy Bone, Enterprise CSM at Gainsight1:27 - What an Enterprise CSM at GainSight actually does2:15 - The Career Switch5:02 - The parallel: fighting insurance denials vs. fighting churn6:28 - Standing out against experienced CS candidates7:47 - Sending a mock EBR prep before the interview9:00 - The bathroom reading pitch email10:28 - The LinkedIn banner that gets replies12:02 - Learning it's okay to be vulnerable online14:02 - What vulnerability has taught her about business15:15 - Barrett's story & Blessings for Barrett---Josh is writing a book on building customer relationships. Follow his journey and insights at www.joshschachter.com---Where to Find the GuestKaty Bone: https://www.linkedin.com/in/katy-bone-3b6334233/---Where to Find the Hosts: Josh's LinkedIn: https://www.linkedin.com/in/jschachter/Unchurned Substack: https://unchurned.substack.com/

What is AI-generated data, and why does it matter for privacy, security, and AI governance? In this episode, we explore AI-generated data, log files, metadata, observability, compliance risks, and why organizations need more transparency, accountability, and trust in AI systems.KEY MOMENTS   00:00 Introduction 2:35 The hidden Log 5:57 What Data Shows Up 9:50 Privacy threats and how to manage 15:20 Ecosystem of Trust 25:05 How to reach Antony  In this episode of the FIT4Privacy podcast, Punit Bhatia speaks with Antony Falco about one of the most overlooked topics in artificial intelligence: the massive amount of data AI systems create every day. If you are interested in AI privacy, AI governance, data protection, cybersecurity, compliance, or enterprise technology, this conversation explains why AI-generated data deserves far more attention.The discussion covers AI-generated data, AI logs, metadata, telemetry, observability, data retention, and the hidden privacy risks created by always-on digital systems. Antony shares practical insights on how organizations can manage AI data exhaust, reduce compliance risk, and build trustworthy AI through better governance, transparency, and responsible data practices.This episode is especially relevant for privacy professionals, data protection officers, AI leaders, compliance teams, cybersecurity experts, and business leaders who want to understand the real-world impact of AI data exhaust on risk management, trust, and long-term business resilience.⸻ ABOUT THE GUEST Antony Falco is a seasoned technology and marketing leader with extensive experience in product marketing, customer success, and scaling technology businesses. He currently serves as Chief Operating Officer at Hydrolix, where he focuses on driving growth and operational excellence. Over the course of his career, Antony has held senior leadership roles including CMO and Head of Developer & Customer Success at thatDot, and has been instrumental in building and scaling innovative data and technology companies.   ABOUT THE HOST    Punit Bhatia is one of the leading privacy, sourcing and AI experts who works independently and has worked with professionals in over 30 countries. Punit works with business leaders to create an organization culture with high awareness and compliance as a business priority. Selectively, Punit is open to mentor and coach professionals.   ⸻ Resources & Links Guest Links Antony Falco • LinkedIn:  https://www.linkedin.com/in/antonyfalco/  https://www.linkedin.com/company/hydrolix/   Grow Skills (Privacy Courses & Insights) • Courses: https://growskills.store/courses/ • Insights: https://growskills.store/insights/ • Website: https://growskills.store/  FIT4Privacy • Website: https://www.fit4privacy.com • Podcast: https://www.fit4privacy.com/podcast • Blog: https://www.fit4privacy.com/blog • YouTube: http://youtube.com/fit4privacy  Punit Bhatia • Website: https://www.punitbhatia.com  Books  • Be Ready for GDPR • AI & Privacy – How to Find Balance • Intro to GDPR • Be an Effective DPO 

What happens when a marketing leader goes all in on AI, not just for himself, but for his entire team? Ronan Bray, Head of Marketing & Growth at Cloud Assess, joins the podcast to unpack exactly that. From a two week Christmas break spent teaching himself to build apps, to rolling out a fully connected go to market platform that pulls live data from HubSpot, Google Search Console, and Notion, Ronan shares the real story of AI adoption inside a B2B marketing team, mess, momentum, and all. This episode is a practical playbook for any marketing leader wondering how to move a team from AI curiosity to AI capability. Ronan gets specific about what worked (starting small with personal projects), what didn't (announcing a team wide AI mandate with almost no context), and where he still won't let AI near the steering wheel, like paid ad spend and image or video creation. Guest Introduction Ronan Bray is Head of Marketing & Growth at Cloud Assess, where he leads a global marketing team driving pipeline with over 85 percent of ARR from inbound. Over 16 years he has scaled B2B marketing for ASX listed companies and his own startups (three reaching acquisition or buyout), building on experience at HubSpot and Drift. Key Topics Ronan's personal path into AI, from everyday ChatGPT use to picking Claude as the team's core tool to avoid spreading focus too thinHow a two week Christmas break and a personal "vibe coding" project (a lawn care scheduler built in Lovable) became the spark for wider team adoptionThe simple three question framework Ronan uses with his team: where's your time going, what's repetitive, and what's the ideal end stateBuilding a go to market hub in Lovable that connects HubSpot, Google Search Console and Firecrawl to surface content gaps and sales insights automaticallyWhy Ronan's team keeps a human in the loop on all content, even though AI can draft it, because audiences and algorithms can both tell when something is fully AI generatedThe security guardrails Cloud Assess put in place around domain locking and vulnerability scanning when building internally with LovableWhy Ronan won't hand over paid ad spend decisions to AI, even with tools connected to Google AdsWhat's next for Ronan's team: using AI for image and video generation to communicate fast moving product releases to sales and customers Resources & Links Companies & Tools Cloud Assess: Ronan's company, an AI powered training and assessment platform, referenced throughout as the environment for his AI rolloutLovable: the AI app builder Ronan and his team use to build internal tools, including their go to market hubClaude: the AI assistant Ronan's team standardised on for everyday tasks and custom team projectsHubSpot: the CRM feeding deal and pipeline data into the go to market hubFirecrawl: the web scraping tool connected to their platform to analyse blog and competitor contentChatGPT: the tool Ronan first used for personal AI adoption before switching to ClaudeNotion: used by Cloud Assess's product team to track features, later integrated into the go to market hubHiggsfield: an AI image and video tool Ronan tested via MCP, which he found fell short for a recent website rebuild Contact & Credits Host: Shahin Hoda Guest: Ronan Bray Produced by: Shahin Hoda and Alexander Hipwell Edited by: Alexander Hipwell & Dave Somido Music by: Breakmaster Cylinder Podcast Co-ordinator: Jonah Igsie APAC's B2B Growth Podcast is Presented by xGrowth

Why are customer success professionals with great experience still getting rejected for interviews?In this episode, I'm sharing the three biggest shifts happening in today's hiring market that most job seekers are completely missing. I'll explain why experience alone is no longer enough, the common job search strategies that are quietly holding you back, and what hiring managers are actually looking for when they review your resume.You'll walk away with a completely different perspective on why your applications are being overlooked and what needs to change to start getting interviews again. If you are ready to stop blending in and position yourself as the candidate companies are actually searching for, hit play and let's dive in.And if you're ready to stop relying on outdated job search advice, apply for coaching HERE and let's build a strategy that works in today's market.00:52 – Why having more experience isn't what lands CS interviews anymore04:03 – The hiring shifts that quietly changed what companies expect from CSMs07:42 – Why being a great CSM is no longer enough to get hired10:10 – Why referrals aren't as reliable as they used to be in today's job market11:09 – The resume mistake that makes you look like every other candidate14:04 – Why sending more applications could actually be hurting your job searchFREEBIES & RESOURCES:

Join RevUP Academy: https://bit.ly/4wRZDuYNeil Sparkes, AVP of Customer Excellence at ServiceNow UK&I, has a global mandate to move agentic AI out of the experiment phase and into live production inside heavily regulated enterprises. In this episode he breaks down why efficiency gains no longer land with a CFO, how ServiceNow benchmarks real cost savings before and after agents, and where to draw the line between what an agent executes on its own and what still needs a human. We also get into the AI divide that is separating fast adopters from everyone else, why token bills are landing on finance desks with no ROI attached, and whether the SaaS model actually survives all this. Neil also shares why he brought in external training on value conversations for his team, and what he thinks CS will be held accountable for next year.Chapters:00:00 Intro03:19 Meet Neil "Sparky" Sparks of ServiceNow16:50 Getting regulated enterprises to adopt agentic AI22:05 Why efficiency gains no longer convince a CFO25:00 Treat an AI agent like a new employee31:10 Start here: low risk, zero human touch workflows35:06 Separating your personal AI from your work AI39:30 The AI divide and token bills with no ROI42:13 Ripping out your tech stack: is SaaS dead?49:41 What AI is doing to renewals and upsellsConnect with Neil Sparkes: https://www.linkedin.com/in/neil-sparkes/Connect with Anika Zubair: Website: https://thecustomersuccesspro.com/LinkedIn: https://www.linkedin.com/in/anikazubair/RevUP Academy™: https://thecustomersuccesspro.com/revupBook Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-eventWant to be my next podcast guest apply here: https://www.thecustomersuccesspro.com/podcast-guestDownload my freebies:https://thecustomersuccesspro.com/resources

In this episode of Freight Waves Today, hosts Craig Fuller and Julie Van de Kamp break down one of the most transformative developments in recent logistics history: a staggering $640 million nuclear judgment involving C.H. Robinson that has sent shockwaves through the brokerage industry and freight markets. Plus, we explore how AI data center expansion is reshaping flatbed and bulk capacity, the latest trends in last-mile retail delivery, and a custom tech solution built specifically for truck drivers! Dennis McCaffrey, SVP of Enterprise Sales at RXO, drops by to share war stories from the early days of ExpressOne and XPO. He breaks down how RXO scaled into the 3rd largest freight broker, the power of managed expedite platforms, and what the next 12–18 months look like for capacity. Hackathon Winner Spotlight: RateSafe: Hackathon winner Sean Conley (VPA & Director of Business Development at Vantage Logistics) introduces RateSafe—an app built using Sonar's API that cuts through the noise to tell drivers what not to book based on personalized operating costs and home-time expectations. Last-Mile Delivery & Retail Trends: Jake Stein, VP of Retail Growth at Burke, breaks down the shift from ultra-fast delivery to extreme reliability, multi-carrier last-mile orchestration, and the realistic timeline for drone delivery. The "Capacity Tax" & AI Data Centers: Blake Ezell, VP of Customer Success & Support at IntelliTrans, joins to challenge the market recovery narrative. Discover how hyperscale AI data center construction is quietly consuming massive amounts of flatbed and bulk capacity—creating a bidding war for specialized freight. ⁠Follow the FreightWaves Today Podcast⁠ ⁠Other FreightWaves Shows⁠ Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode of Freight Waves Today, hosts Craig Fuller and Julie Van de Kamp break down one of the most transformative developments in recent logistics history: a staggering $640 million nuclear judgment involving C.H. Robinson that has sent shockwaves through the brokerage industry and freight markets.Plus, we explore how AI data center expansion is reshaping flatbed and bulk capacity, the latest trends in last-mile retail delivery, and a custom tech solution built specifically for truck drivers!Dennis McCaffrey, SVP of Enterprise Sales at RXO, drops by to share war stories from the early days of ExpressOne and XPO. He breaks down how RXO scaled into the 3rd largest freight broker, the power of managed expedite platforms, and what the next 12–18 months look like for capacity.Hackathon Winner Spotlight: RateSafe: Hackathon winner Sean Conley (VPA & Director of Business Development at Vantage Logistics) introduces RateSafe—an app built using Sonar's API that cuts through the noise to tell drivers what not to book based on personalized operating costs and home-time expectations.Last-Mile Delivery & Retail Trends: Jake Stein, VP of Retail Growth at Burke, breaks down the shift from ultra-fast delivery to extreme reliability, multi-carrier last-mile orchestration, and the realistic timeline for drone delivery.The "Capacity Tax" & AI Data Centers: Blake Ezell, VP of Customer Success & Support at IntelliTrans, joins to challenge the market recovery narrative. Discover how hyperscale AI data center construction is quietly consuming massive amounts of flatbed and bulk capacity—creating a bidding war for specialized freight. Follow the FreightWaves Today Podcast Other FreightWaves Shows Learn more about your ad choices. Visit megaphone.fm/adchoices

Trees are a major cause of power outages. They're also a wildfire risk—when branches hit a conductor, a small spark can become a big blaze. Lynn Petesch of Overstory joins thinkenergy to talk trees, exploring how AI, satellite imagery, and vegetation intelligence help utilities prevent outages and reduce wildfire threats. Including Hydro Ottawa, who saw a 44% drop in tree-related outages since partnering with Overstory. Listen in for how we work together to keep the grid safe in an era of extreme weather.   Related links    Overstory: https://www.overstory.com/ Lynn Petesch on LinkedIn: https://www.linkedin.com/in/lynnpetesch/    Trevor Freeman on LinkedIn: https://www.linkedin.com/in/trevor-freeman-p-eng-8b612114    Hydro Ottawa: https://hydroottawa.com/en      To subscribe using Apple Podcasts: https://podcasts.apple.com/us/podcast/thinkenergy/id1465129405 To subscribe using Spotify: https://open.spotify.com/show/7wFz7rdR8Gq3f2WOafjxpl To subscribe on Libsyn: http://thinkenergy.libsyn.com/ --- Subscribe so you don't miss a video: https://www.youtube.com/user/hydroottawalimited Follow along on Instagram: https://www.instagram.com/hydroottawa Stay in the know on Facebook: https://www.facebook.com/HydroOttawa Keep up with the posts on X: https://twitter.com/thinkenergypod --- Transcript: [00:00:00] Trevor Freeman: Hi everyone, and welcome to the summer edition of Think Energy. We are officially in podcast vacation mode. So while our normal day-to-day work continues, we're taking a brief pause from our kind of regularly scheduled episodes to recharge, to think about what's coming up in the year ahead content-wise, and just do some planning. But while we do so, we don't want to leave you without anything to listen to, so we look back at some of our favorite insights and episodes over the past year, and that is our summer rewind. So this summer, we're tackling a pretty significant and overarching theme that's really defining the current state of the energy transition, and that is the collision between digital infrastructure and physical infrastructure as it relates to our energy grid. It's this really kind of fascinating look at old versus new, traditional versus up-and-coming, and how we progress to meet the energy needs of our customer base, the growing energy needs as we electrify, as we, you know, expand, while also implementing new technology to protect our grid, protect our assets, to better manage things. So it's kind of a common theme in a lot of episodes that we have done in the last little while and a lot of the conversations that we're having. So in Part 1 today, we're kicking things off with a look at the physical world of our grid and how we're using new technology to protect it, and that is our conversation with Overstory. So we'll re-examine how we use high-resolution satellite imagery and artificial intelligence to act as kind of a shield almost, you know, helping utilities proactively manage our vegetation and reduce vegetation-to-powerline contact, which can reduce power outages, wildfires in many cases, and really has been an important tool for us here at Hydro Ottawa as well as in the utility industry more broadly. So sit back and have a listen to my conversation with Lynn Pedesch from Overstory, and enjoy this summer rewind.   [00:02:26] Trevor Feeman: Welcome to Think Energy, the podcast that dives into the fast-changing world of energy through conversations with industry leaders, innovators, and people on the frontlines of the energy transition. Join me, Trevor Freeman, as I explore the traditional, unconventional, and up-and-coming facets of the energy industry. If you have any thoughts, feedback, or ideas for topics we should cover, please reach out to us at thinkenergy@hydroottawa.com.   [00:02:58] Trevor Freeman: Hi everyone, welcome back. Today on Think Energy, we're going to be talking about trees. Yes, you heard that correctly—trees. I know this is a show about energy, but there's actually a very real connection between our electricity grid and those slow-growing, majestic givers of shade, lumber, fruit, and so many more benefits. Honestly, who doesn't love trees? But I'm not just kicking this episode off in my capacity as a tree hugger. Let's take a look at this through a utility lens, and I will use Hydro Ottawa as an example. Hydro Ottawa's service territory includes some very rural and very forested areas. Even our urban territory has a fairly extensive tree canopy. As a result, Hydro Ottawa trims about 60,000 trees each year. Now why? Because trees contacting power infrastructure is a big problem. Tree interference remains a leading cause of power outages for us. Strong winds force them onto our wires. Heavy snow or freezing rain builds up and weighs down branches, breaks limbs, and increases the risk that part of a tree may touch a line. And in some extreme cases, heavy storms can even send trees or branches crashing into our poles, damaging the poles. The struggle between power lines and trees—which again, don't get me wrong, we all love trees—has been going on for years. There is a constant struggle between trimming enough and getting the right trees trimmed and maintaining as much tree coverage as we can. In 2022, we identified a disruptor in this stance. The solution came through a partnership with Overstory, a company that uses satellite imagery, infrared technology, and artificial intelligence to help utilities manage vegetation and trim trees more efficiently. And the timing could not have been better. Just days after we started working with Overstory in the spring of 2022, the Derecho hit Ottawa. Our Ottawa-based listeners will remember this storm well. It was monumental in the history of our city and indeed for us as a utility. Winds reached 190 kilometers an hour. For our non-metric listeners, that's nearly 120 miles per hour. The storm ripped through poles, houses, and caused considerable damage to our city's urban forest. Overstory played a crucial role during the cleanup and in helping us level up our vegetation management strategies moving forward. We realized that the insights we got from Overstory would help improve our proactive approach to tree encroachment and hazard identification, and this is essential in this era of extreme weather events. We know that climate change is causing more frequent and more extreme weather events. According to Climate Central, the number of weather-related power outages in the United States increased by 78% between 2011 and 2021. And severe weather accounted for over a thousand outages across Nova Scotia just in the year of 2024. We want to keep you connected during these heavy storms, and that's why we're looking to organizations like Overstory. So what does Overstory do to help us keep the lights on? Well, without giving away too much, because we're going to get into the details shortly, Overstory, through a detailed analysis of the scans they do of our entire grid, identifies high-risk areas which we can then prioritize and better focus our resources when it comes to vegetation management. This level of monitoring and focus reduces the risk of trees from coming into contact with our poles and disrupting your connection to the grid. The results speak for themselves. Since partnering with Overstory, we've reduced vegetation-related outages by 44%. And that's only part of the story. As we'll discuss further, Overstory also plays a crucial role in helping utilities prevent wildfires in high-risk areas across North America. Similar to extreme weather, wildfire frequency and intensity is also increasing, in part due to climate change, expanding cities, and many other factors. And when wildfires do happen, these stories are heartbreaking. What many people don't realize is that lots of wildfires are sparked by trees making contact with power lines. And that is why Overstory plays a key role in tagging areas where those fires are most likely to ignite and spread, making it easier for utilities to prioritize trimming work and vegetation management in those areas. To dive more into how Overstory is helping us here at Hydro Ottawa and other utilities, helping us identify and act to mitigate risk associated with vegetation, I'm really excited to have Lynn Pedesch on the show today. Lynn is Overstory's Head of Customer Success and has spent the past 10 years building customer-facing teams with a specific focus on technologies that tackle the climate crisis. She began her career working for the United Nations and the diplomatic service of her home country Luxembourg, before moving into the tech sector to really work in environments where she could drive impact more quickly and at greater scale. Lynn Pedesch, welcome to the show.   [00:08:05] Lynn Pedesch: Thank you. Thanks for having me.   [00:08:07] Trevor Freeman: Okay, so let's start at the very top with a high-level look at what Overstory does and how the organization came to be.   [00:08:15] Lynn Pedesch: Yeah, let me tell you about Overstory. I mean, we are a vegetation intelligence platform. We use remote sensing and AI to give electric utilities, including Hydro Ottawa and others, a clear system-wide view of their risk. They always do it because they want to address three things, or sometimes more, but kind of there's always a few goal posts, and it's either improving reliability, reducing wildfire risk if that is if they're in an area where that is a concern, and/or improving operational efficiencies. So Overstory very much becomes a decision-making tool for their programs. We're used mostly by the vegetation management people, operations people, wildfire mitigation teams, and they each time they want to either use a program that exists, prioritize it, reshape their work, they might be preparing for a storm, they might be working on a wildfire mitigation risk. So the company more broadly was founded in 2018 by Aniek Schouten and Indra den Bakker—this was back in the Netherlands. And they were leveraging or getting really interested in satellite imagery and were very initially using it for deforestation purposes. So the climate resilience DNA has always been with us, but like any startup, we were looking at that kind of target audience that was most interested in what we had to offer. And pretty quickly, we landed on the electric utilities. They had the most pressing need to use remote sensing at scale to solve very big problems, honestly. And so we pivoted into that space of electric utilities. And then in 2020, Fiona Spruill, who's our CEO right now, she joined us. She shaped the company into what it is today, and that is really around building safer and more reliable operations.   [00:10:14] Trevor Freeman: That's great, and I want to dive into some of the details. Our listeners will know that we talk a lot about grid modernization here and talk a lot about better intelligence of what's happening on the grid in all aspects. And something we haven't really talked about and I'm excited to talk to you about today is the sort of vegetation management side of it. So really excited to get into the details, but before we do that, I'm always really curious to understand, you know, the people behind the conversations. How did you get into this area of, you know, high-tech vegetation management? I touched a little bit on your bio in the intro, but give us a sense of, you know, how did Lynn come to be in the space that you're in right now?   [00:10:52] Lynn Pedesch: Yeah, I wouldn't say I grew up thinking I was going to work in this space, but I love working in it now. So actually right out of college, I went to work for the United Nations, but then in the last 15 years, I started working at high-growth tech companies, startups, and I've always been focused on leading and building CS operations, which is basically the customer success teams. They're the ones that are in front of the customers, implementing these software programs, kind of working very closely with customers, solving problems. And about four years ago, I decided that I did want to focus the rest of my career on solving the climate crisis more broadly. And I remember very clearly that I came across Overstory and there were two things that really resonated with me. One was hearing that utility-caused wildfires could be a thing of the past—like they are preventable—and the other thing was learning about this world where vegetation is the biggest cause of outages, which is, you know, I did not know before! And so I think, you know, having these very clear goals is very compelling to kind of work on something where it's so easy to understand what the big problems are. So I joined Overstory, and for the last couple of years, I've been building a team that gets really deeply embedded in these utilities, specifically with the vegetation management and the wildfire mitigation teams. And we work on their programs, we understand their programs, we help them reshape their programs, we roll out obviously the software element that is Overstory. It's been very fun and rewarding work.   [00:12:30] Trevor Freeman: That's great. And I really love, you know, talking to people from a variety of areas that touch on climate change and the climate crisis, and I think there's a bunch of us who share that passion of wanting to do something. I spoke with a group of recent grads about what a green career, what a career in climate change looks like, and really it looks like whatever you want it to look like. There are so many aspects that touch on this. So kind of neat to hear how that was your passion and then you figured out where it made sense for you to enter into the climate sphere, so that's great.   [00:13:06] Lynn Pedesch: Yeah, I guess when I was young, I thought you had to be a scientist to work on climate, and I think now anyone can find an angle on how to contribute to it, and I think everyone needs to help contribute.   [00:13:15] Trevor Freeman: Yeah, any job can be a green job if you care about it and if you make it that. Okay, so let me get back to Overstory. Tell us a little bit about the evolution of the company. You talked about it kind of founding about seven years ago. Tell us how it's evolved and progressed over those seven years.   [00:13:30] Lynn Pedesch: Yeah, so when we started working with utilities, I think at that point everyone was kind of assessing whether satellites could be a good use case for analyzing vegetation. We're now talking about 30-centimeter imagery, so the resolution of satellites has become incredible. You can really see branches, you can detect species of trees, you can see if they're healthy or not. So initially that was kind of our MO. We really were the leading provider to find out where the trees are, how close they are in terms of proximity to your network, so to the conductor, which is the risk. You know, we're looking at the terrain. If you're looking in the mountains in Colorado, you have very different terrain than maybe in Ottawa. So, you know, detecting tree species has been really interesting, detecting the health of trees, and how that decline is furthering. A lot of utilities are experiencing a lot of tree decline, die-off right now. So that was how we started. And then we started working with the really big utilities, and you had to think about this problem at scale. Now we might be scanning with satellites tens of thousands of miles at a time. And some of these utilities, they might have thousands, if not tens of thousands of trees that could pose a risk to their network. They might have had a really big, large weather event, a storm that knocked over some of their system. So at that point, it all becomes about that decisioning tool. Everything starts becoming a priority. And I think that's now where we're really leaning into, is making not just surfacing the data, but making it very actionable. Utilities have a lot to deal with. They deal with very tight budgets, they deal with crew constraints, they might have an aging workforce, there's regulatory pressure, they're really vulnerable to storms, increasingly there's a lot of wildfire exposure. So everything becomes a decision of where should I focus my attention, where can I get the biggest bang for my buck, what should I do, what should I not focus on. And that decisioning is where we really want to be a key player in.   [00:15:47] Trevor Freeman: Absolutely. And looking forward, I know we're jumping the gun here, we haven't gotten into the details of what you do, but looking forward, what is your vision for kind of the future of this space and how it's going to continue to evolve? Are you mature as a company yet or as a sector, or is there still a lot of growth to happen?   [00:16:04] Lynn Pedesch: Yeah, I think the vast majority of utilities are now leveraging remote sensing. It could be LiDAR, it could be drones, it could be satellites, so that has become a pretty established tooling within the sector. I think what our vision really is, is providing utilities that share resilience-first picture of risk. So, you know, we imagine a world where you can kind of see the emerging risks and you can start becoming proactive. Being proactive in this space of vegetation management has been really challenging. You never know where the next tree is going to fall, and over the last couple of years, customers suddenly have access to this risk across the territory so they can start being proactive about it. As a matter of fact, that was a key use case also with the team at Hydro Ottawa, is to start launching these proactive programs. And I think when we think about it, we get very excited about the world in which anyone from the field crews to the vegetation managers to the operation folks to the execs to the regulators, the community partners who think about the safety of their communities, all have that kind of shared view of risk. Just imagine, they all understand the same risk, they operate off the same sheet, and they make the same data-driven decisions. That could solve a lot of problems, because right now the data is often scrambled across different people—certain people have access to it, and certain people don't.   [00:17:33] Trevor Freeman: Great. Okay, so let's get into the specifics here. I want to actually talk about specifically what Overstory does. How do you find—we've kind of talked about vegetation management, obviously you're supporting Hydro Ottawa and other utilities in our vegetation management programs—how do you find and tag high-risk vegetation? What is high risk? Like, what do you actually do on a day-to-day basis?   [00:17:58] Lynn Pedesch: Yeah, that's the part that I deal with the most often! So excited to get into the specifics. Implementing with Overstory is actually pretty easy. I mean, when we start working with a customer, we need to know where your grid is, so we need to understand where your power lines are running. We need to understand the main configurations of them, you know, how tall are the poles, etc., so we can really compute that whole focus of where the trees are in relation to your power lines, to your conductors. That's all ultimately that we're focusing on. Increasingly, we're also focusing on the ground, I'll be talking about that as well. We then task these satellites over your territory. We do that during the leaf-on season, so that will be the summer, essentially. And then we run all these models. So we first need to understand where the trees are, what is their height, and what is their health. An unhealthy tree is much more likely to fall and cause damage to your power lines. We're looking at the fuels on the ground. We can help you determine what type of equipment you might need to attack certain types of vegetation, and we always compute that risk to the conductor, and we look at your right-of-ways. Now, I think the interesting part about your question is what is high risk, and that can be very different across different utilities. And I think that's the maybe unique part with Overstory, is that we can configure it to your standards. So every utility has very unique components. If you're on the West Coast and you're concerned about wildfires, your tolerance to risk will be very different than if you're on the East Coast where you're mostly concerned about not causing too many outages. Including that, you might have specific trimming specifications. The crews run around with chainsaws, they know exactly how far out they need to trim, how much they can trim, and there's a bit of a risk tolerance thing. So we build very configurable risk frameworks for all of our utility partners, so "high" means one thing to Hydro Ottawa, means something different to a customer in California that is facing a very different type of risk.   [00:20:04] Trevor Freeman: So you're out there assessing, essentially just for the context of our listeners, you know, we've got power lines that run overhead, they run through residential neighborhoods, commercial areas, but also forested areas, treed areas where there's lots of vegetation near our equipment. Your company really gets an understanding of the interaction between the vegetation and our lines, and says these ones are too close, or this is a tree that's, you know, not healthy and could come in contact with your lines based on your analysis. So help us, like let's paint that picture a little bit more detailed. How do utility companies take the information that you are coming up with, that your analysis is coming up with, and use that to run a vegetation management program more effectively? What does a utility do with that information?   [00:20:56] Lynn Pedesch: Yeah, so we always center it around four main use cases. One is optimizing a program that already exists, it's creating a targeted program for you, it's quantifying your work, and risk reporting. And I'll dive into each and every one of them a little bit to illustrate a bit more what that could mean. So when we think about program optimization, a lot of utilities have existing vegetation management cycle, they might have a regulatory obligation to visit their territory every four years, for example. Now a lot of times, they've been doing their program the same way for the last 10, maybe 20 years, but the conditions in their territory are different, right? I mean, the things we're seeing, the storms are heavier, there's more tree decline that we're seeing right now. So they know they need to adapt and they need to adjust it, but it's big programs with lots of budgets attached to it, a lot of crews running around, so starting to think about how you can start pulling a circuit that you're meant to trim forward, or starting to tackle an area where you say is more residential, there's fewer trees, focusing on your high-risk areas first, re-managing these programs is one key component that we work with a lot of companies on, and thinking about Oklahoma Gas and Electric, for example, that they have a budget and they can only do that much with the budget, and it was really about reinventing where they can get the biggest impact. The second use case is this targeted program creation, and I'll use the Hydro Ottawa use case for that. You know, they suddenly had a view about where all of their hazard trees are. Hazard trees are these trees that are declining, they're dying or they're dead, and they could have an impact on your system. Now suddenly you know where they are, so you can start building a targeted program about dedicating some time and budget and crews to actually going and addressing those trees. That has a big impact on your reliability and on reducing tree-caused outages. And there's many others, sort of like hot-spotting is a very common term about starting to become proactive and doing something for a specific program. The third use case is work quantification, and I think there, when you think about it again, there's large contractors that are running around managing your territory, and now utilities for the first time often have that data to actually assess how much work there is. So that's really helpful in terms of negotiating your contracts, getting better bids. Some utilities say it's pretty hard to find contractors that want to work on their system because it's very hard to estimate how much work there is. Or they might have a budget to mow certain vegetation along a transmission corridor. Just knowing how much vegetation there is is a really helpful tool to address it and prioritize it in the right way. And then the fourth use case is risk reporting, and that is about getting that baseline view about your risk and tracking it year-over-year. And this is really where we want utilities to have that data to report it out to their boards, insurers, regulators, and often it's used to defend your budget, secure your budgets, or really have some data to kind of back you up on what the problems are that you're facing.   [00:24:26] Trevor Freeman: Great. So you talk about data, and, you know, each of those use cases that you mentioned or strategies that you mentioned really are about getting the right information in the hands of the right people to make decisions and sort of more efficiently and effectively make decisions. But it's a lot of data. And so Hydro Ottawa has over 6,000 kilometers of lines, you know this of course as our partner. We have a big territory and we have a fairly treed territory. That's a lot of data points. You're collecting a lot of data from your satellites, you're doing analysis on that. How are you doing that analysis? Is it—you know, AI is kind of a buzzword in every sector right now, and the utility sector's no different. Are you using some form of AI or machine learning analytics? What are you doing in terms of, you know, crunching the numbers and coming up with the right actions?   [00:25:25] Lynn Pedesch: Totally. Yeah, AI is a buzzword, but it's also very exciting. I think utilities have really embraced it already. They're using it for demand forecasting, they're using it for customer service, they're using it for asset planning. I mean, at the core, Overstory has been using AI to turn remote sensing data into operationally useful intelligence about their vegetation. So when you say, yes, Hydro Ottawa has that many thousands of kilometers of overhead lines, we need to rank it to them: This is your worst circuit, this is your worst area, this is the area where you have the most hazard trees, for example. So we can really rank order on a span level from the worst to the best, right? So that could be one thing. It's still an overwhelming amount of data. So where we started by using AI to kind of predict where the trees are, how tall are they, what was their relation to the conductors, now what we're really excited about or kind of leaning into with AI is how to intelligently kind of assess and prioritize risk. So not every hazard tree has the same impact. If a hazard tree falls on a line where more houses are dependent on, you will knock out the power of more people. So it's always a prioritization exercise, and leveraging AI for that is what is most exciting to us right now. And I think it's important to note that we also don't just want it to be a black box. All of the models we've built, they're always validated by certified arborists and kind of our utility partners, and I think at this stage, this is very important, because every tree that we find exists in the real world, and so validating this AI with ground-truthing has been really important for us to also build that trust in the technology.   [00:27:14] Trevor Freeman: That's great. And I do think it's helpful for our listeners to kind of understand the context before this. This work is sort of done—you know, in the absence of a tool like yours, it's sort of done, you know, there's a degree of manual effort here. There's a degree of patrolling the lines, there's a cycle of vegetation management. So if you've done a line this year, in three years or four years or five years, you want to be looking at it again. This takes a little bit of that—I don't want to call it guesswork, but it takes a little bit of that manual effort out of the equation and really focuses efforts in the right way, and it's only with the tools that, you know, you folks are using that you're able to do that volume of analysis and get that pinpoint accuracy. So that's fantastic. Let me get into the success of it all, like the big picture. We've obviously talked a couple times here that you're our partner here at Hydro Ottawa, so I know the success that we're having with you, but, you know, tell us some of the great success stories with other utility partners. Are you actually reducing weather-related outages? Are you seeing the impact of using the Overstory tools and methodology to support utility partners?   [00:28:28] Lynn Pedesch: Yeah. I mean, weather-related outages can mean many things. You have trees knocking over, like the pole might crack, etc. You know, those, there's a lot of things that can happen during a storm, and I've heard a lot of stories about some of the storms that Ottawa has experienced in the past years where, you know, you could have had anything and they're just heavier and the consequences are really strong. But what we can impact is the tree-caused outages. And that we've proven with Hydro Ottawa where, within a year, by focusing that targeted program on going to an area where you had a massive amount of these trees that were dying off, and at any point with just a little bit too heavy wind could be toppled over and fall on the line, we had a 44% reduction in tree-caused outages. That's a real, tangible number you can see. I'm thinking about a utility as well on the East Coast, a co-op that runs through very rural areas. In those areas, you have trees outside of the right-of-way that are toppling over onto lines, so tree-caused outages are a huge issue for them and it's really impacting their SAIDI and SAIFI, those key KPIs that utilities are always tracking. And by us just giving them a rank order of which hazard tree—they had so many of them—which hazard tree to even go to first, because if that hazard tree were to fall on a line, a ton more people are going to be out of power than if the other one were to fall on the line where you will have like one rural cabin that will not have power. That led to a reduction of something around 90% of tree-caused outages to 70%. It's still a long way to go, but it was a really tangible number that you can see, and it shows that if you then do that proactive work, you have a real impact on your tree-caused outages. And if I think about our customers in California, Pacific Gas and Electric for example, it's a lot about helping them understand where they don't need to go. So it's kind of doing something of a visual inspection and actually skipping certain spans. That can be in itself a really big use case, because right now, if you don't have an understanding about where your risks are, you might be sending trucks to roll for hours around areas where there is not really any tangible work to be done. So redirecting them to the right areas is where we've seen a lot of success there, and that obviously leads to budget wins, right? You'll be saving a lot of money by doing that, and those are kind of the use cases that we chase and that we kind of help prove the cases on.   [00:31:07] Trevor Freeman: Absolutely. Yeah, there's only so many resources you can throw at this, and making sure that we prioritize and focus those resources in the right spot is absolutely critical. You were just talking about the West Coast and you mentioned this earlier, I know wildfires is an area that is obviously of great interest for your organization. We're fortunate here at Hydro Ottawa in that we haven't really had to deal with that much, but anybody who's, you know, following the news knows this is a major problem for us. So how, what is your role in helping those utilities prevent wildfires? Maybe give us a very quick primer on why utilities are a factor when it comes to wildfires first, and then how your organization is supporting that.   [00:31:52] Lynn Pedesch: So unfortunately, utility-caused wildfires tend to be the most catastrophic wildfires because they're critical infrastructure, and we've obviously seen that happen across the world and in the US recently again and again. But utility-caused wildfires, as I said at the beginning, are also the actual wildfires that are preventable. So that's really where we're lying into. A lot of the forests right now, they've become tinderboxes. That is obviously because of fire suppression policies, that's because of forest management techniques that have been leveraged in the last couple of hundred years that are slowly changing at a different pace. Canada's had some, unfortunately, some really bad fire seasons recently as well. And so where Overstory wanted to place itself is in that prevention space—to even not get to the point where you have a spark, because there's a lot of tools out there that focus on mitigation and what do you do when you see that first plume of smoke coming up, and so we've landed in kind of really focusing on the prevention side so that utilities are hopefully in the future not the ones that spark any of those catastrophic wildfires. We've already always been looking at the vegetation that could touch your conductor, right? That I've been speaking about a lot. But now we're really excited for the first time and we recently announced that we launched a fuel detection model. So that's us looking at the ground fuel conditions, and those are actually usually the key contributors to the spark that spreads the fire. We're now providing that to utilities as a much higher resolution than ever before. For me, it's interesting cause I've spent a lot of time looking at trees, and now I'm going into the field and I'm looking at the ground, and it's a new perspective! But yet again, we could just, you know, we don't want to overwhelm our customers with a lot of maps and showing the fuel conditions necessarily, we can really help them identify those spans where a single failure would have the greatest consequence. So yet again, it's about how to make that data—there's a lot of wildfire risk maps out there—but make it a very actionable list of spans that if they were to tackle those, they are very proactively reducing the risk of igniting a fire and as a result obviously protecting their communities.   [00:34:10] Trevor Freeman: Got it. So it's not just about the overhead trees, branches, etc., contacting the line, it's, you know, if a switch goes, if an insulator pops, if something happens that will cause sparks, what's happening on the ground below that line, and how do we make sure it is able to withstand sparks that might happen.   [00:34:29] Lynn Pedesch: Exactly. If you have dry grasses, if you have sagebrush, if you have certain types of fuels, they're just much more likely to spark a fire and then spread out without there even being any trees. You have these prairies along Texas that can blow up in a fire very quickly, and the fires can spread to tremendous sizes. And so understanding the fuels on the ground is really important.   [00:34:55] Trevor Freeman: Super interesting and fascinating, fascinating work to get involved in. As you mentioned, this is obviously an area of, I don't even know if I'd call it growing concern anymore, great concern for the utility industry and all of us. So with the technology that's, you know, we talked about AI a little bit ago, it's literally growing before our eyes, it's really evolving fast. Do you see your technology evolving along with it? What's kind of next for your organization? You talked about getting into sort of the ground vegetation management—what comes next? How do you see it evolving as AI and tools evolve?   [00:35:32] Lynn Pedesch: Yeah, I mean, if we see that the future is where we want to support a grid that is much safer and reliable as I mentioned, we also want to make sure it's resilient to the climate and the economic pressures that there are. So our initial focus and our continued focus and where we have a lot of our expertise has been with vegetation. Now we're starting to look at the ground fuels, then that naturally evolves into looking at the asset vulnerabilities, so, you know, the actual poles and if there's any failures potentially on those, as well as further weather exposures, right? It becomes then about the soil moisture, it becomes about the wind speed, it becomes about the rain precipitation, etc. So there's a myriad of things that we can start looking at and that we want to start looking at in order to get that more holistic view of risk and go beyond just vegetation. Right now where we're investing most heavily in is that wildfire risk. There's also the resolution that we see with satellites right now is at 30 centimetres, that might drop down to 15 or 10 centimetres, so the resolution will get higher. There's other sources that we're exploring already, sometimes flying aerial imagery that is at 5 to 15 centimetres. Then you really start seeing—then you can start seeing a leaf on a tree! It gets really impressive. There's LiDAR, there's lots of other kinds of remote sensing technologies that we're looking to leverage in the future. And then as a company as well, we're starting to obviously also expand internationally. We started working with utilities in New Zealand that have very similar problems and various regulatory changes, they also have a problem with wildfire risk. So that is another angle that at Overstory we're chasing right now.   [00:37:18] Trevor Freeman: Yeah, I'm glad you brought up that understanding of other assets beyond just vegetation has kind of been running through my head of—we talk about, and I think we've talked about it here on the show, if we haven't I should do an episode on that, like a digital twin. A digital twin of our grid, and really having a good understanding of not just, you know, a line drawn on a map of, "Hey, your circuits run this way," but really physically what's happening out there and it being able to sort of model that, interact with it in a digital way to understand if we do X, Y, and Z, what happens. So the technology that you guys are using to really get good imagery and understanding of what's out there, I think what I'm hearing from you is that could potentially be leveraged in that next level to understand what poles do we have, what health are they in, what's happening with that conductor, is it sagging too much, is it in good health, like there's all this opportunity. That's really fascinating to hear.   [00:38:15] Lynn Pedesch: Yeah, already now when we look at transmission corridors, we look at the sag of these lines, and the terrains are also really challenging things to look at. So there's a lot of factors that need to be taken into account, and that can only expand as we want to look at risk more beyond just the vegetation element.   [00:38:34] Trevor Freeman: Very cool. Well, Lynn, very, very interesting to hear this. I'm really glad you came on the show today to talk to us. Fascinating to hear what Overstory's up to. I know that we're super excited to be working with you here at Hydro Ottawa, and excited for what comes next. We always end our interviews with a series of questions, so I'm going to dive into those, and here we go. What is a book that you've read that you think everyone should read?   [00:39:00] Lynn Pedesch: I was thinking about an author more than a book. My favorite author is Jonathan Franzen. If I would recommend one book, it'd probably be The Corrections, his most famous one, I believe. But they're like these chunky 800-900 page books where you kind of get immersed in these families and you feel like you know them at the end, and then they kind of, I think about them for like months afterward! They're really good reading, at least for the winter when it's cold and you spend a lot of time inside, so probably Jonathan Franzen's books, yeah.   [00:39:31] Trevor Freeman: Yeah, we're recording this just before the holidays and I think we'll be releasing the episode after, but winter is such a great time to curl up with a book and it's awesome to have a good recommendation of a nice thick book.   [00:39:41] Lynn Pedesch: It'll still be cold in January, especially in Ottawa!   [00:39:44] Trevor Freeman: Absolutely, absolutely. So, same question, but a movie or a show?   [00:39:49] Lynn Pedesch: Yeah, I'm not a big movie buff, but I recently rewatched What's Eating Gilbert Grape. I don't know if you've seen it, with Johnny Depp and Leonardo DiCaprio, and I always felt like Leonardo DiCaprio should have received an Oscar for that performance back when he was 14, but yeah, it's a beautiful movie.   [00:40:07] Trevor Freeman: Oh, nice! Yeah, that's a bit of a blast from the past, but you're right, that is a fantastic one. If someone offered you a free round-trip flight anywhere in the world, where would you go?   [00:40:17] Lynn Pedesch: French Polynesia, because it's so far, I've never been. I had a friend who went, and I'm sure it's very expensive to go there, so it'd be great for someone to pay! Yeah, no, that's a place I'll go one day, so yeah.   [00:40:31] Trevor Freeman: Fantastic. Who is someone that you admire?   [00:40:34] Lynn Pedesch: Yeah, that's a tricky one because I was thinking about people in my family, etc., but if I were to think about a public persona—and also a bit of a blast from the past—I'll think about Tina Turner. She's been my icon since I'm a kid. I was always listening with my dad to Tina Turner. And I think the word that I've probably most used in today's episode was like "resilience," and I always think about her as like possibly the most resilient woman in the world who reinvented herself and her career in her 40s and 50s, and is this complete power woman, you know, always done everything at her own terms. So I get so much energy from, not just her music, I've seen so many documentaries about her, and she's always been this kind of woman that fills you with energy and kind of drives you. So, I'm a big, big fan of Tina Turner.   [00:41:28] Trevor Freeman: That's fantastic. I have to say, that's never come up on the show before, and now I need to go and dive down a rabbit hole of learning about Tina Turner and listening to some music. That's a really good answer. Last question: What's something about the energy sector or, let me expand that to kind of the climate sector, that you're really excited about?   [00:41:47] Lynn Pedesch: Yeah, I'm going to take a very high level, but I think the thing I've been following the most is like that broad topic of the energy transition, and I think the recent changes or like kind of the way we talk about it has become a lot more interesting because it used to be this kind of fluffy, big kind of vision, and now we're in that phase where it just has to be very practically implemented. And we're trudging along with it, no matter the political climate, etc., there is kind of a move forward. And I actually really like the way that, I think when I first started learning about it or getting interested in it, it was always about renewables, and now it's around just sort of like needing to build a system that is both like low carbon and climate resilient, and there's something in that like way we talk about it now that I find really interesting. There's immense amounts of innovation in it, so, yeah, I'm just enjoying following what's happening on that and how we are moving that direction no matter what's happening right now, so that's exciting.   [00:42:48] Trevor Freeman: Yeah, good one. I know my listeners are probably rolling their eyes because I say this all the time, but it's a very exciting time to be in this industry, and very exciting to kind of see the evolution of energy and how we're interacting with it, how it's impacting our society. It really feels like we're at an inflection point, and very great to have you working on one aspect of that that people probably don't think about a lot, so thanks very much for what you're doing.   [00:43:13] Lynn Pedesch: Yeah, exactly! When you start working for Overstory, the one thing that happens is wherever you go, you see trees and power lines, and I have a very keen eye for, unfortunately, trees that are in poor health right now, so that's one of the professional things I've developed.   [00:43:28] Trevor Freeman: You carry like a spool of red ribbon around, you can tie on the at-risk trees, just so someone could come along! Lynn, thanks so much for coming on the show today, really appreciate it. It's been great chatting with you.   [00:43:38] Lynn Pedesch: Thank you so much. Take care.   [00:43:40] Trevor Freeman: Thanks for tuning in to another episode of the Think Energy podcast. Don't forget to subscribe wherever you listen to podcasts, and it would be great if you could leave us a review—it really helps to spread the word. As always, we would love to hear from you, whether it's feedback, comments, or an idea for a show or a guest. You can always reach us at thinkenergy@hydroottawa.com.  

Customer Success shouldn't be selling. That's exactly why it drives more revenue growth. Scott Lerner believes the biggest opportunity in B2B sales isn't winning new customers. It's what happens after the deal is signed. Most customer success teams are measured on expansion. Scott believes that's where many organizations start solving the wrong problem. The moment every conversation becomes commercial, you stop being a trusted advisor and start becoming just another vendor. On the B2B Sales Trends Podcast, Harry sits down with Scott Lerner, Senior Vice President of Global Services at Akamai Technologies, to explore why the renewal starts the day the contract is signed, why many services organizations are trapped in what he calls "hour's jail," and why customer outcomes matter more than billable hours. Scott challenges several assumptions many sales leaders still believe: • The renewal starts the day the deal closes, not when the contract expires. • Customer Success should uncover opportunities but avoid negotiating deals. • Price is rarely the real reason customers leave. • Today's buyers need better questions, not more product education. • AI is making the traditional services model harder to defend than ever before.

What if your career gap is not the problem at all, but the way you're talking about it is?If you've ever frozen when an interviewer asked about time away from work, this episode will show you exactly how to answer with confidence instead of second guessing yourself.I'll walk you through the five biggest mistakes I see Customer Success professionals make when explaining a career gap, plus what to say instead so hiring managers focus on your value instead of your time away. You'll walk away with a simple framework to own your story, avoid common interview mistakes, and leave a stronger impression. If you want to stop letting your career gap hold you back, hit play and let's dive in.And if you're not sure how to talk about your career gap in interviews, apply for coaching HERE and let's build your answers together.00:44 – The one interview question that trips up even the most experienced CS professionals02:39 – Why career gaps are not the problem and what hiring managers actually care about04:29 – The mistake that makes interviewers question your career gap before you even finish answering06:20 – Why talking about what you're leaving behind can hurt your chances07:23 – The overlooked advantage hiding inside your career gap11:03 – The interview habit that makes you sound less confident without realizing itFREEBIES & RESOURCES:

AI is reshaping how companies hire and how job seekers land interviews, and this week's guest is building the tools making it happen.Traci sits down with Reimund Nienaber, a seasoned HR leader and global talent development expert with more than 20 years of experience spanning telecommunications, expat HR leadership across five continents, and now consulting work at Edligo. As Director of Consulting and Customer Success, Reimund helps organizations figure out what their people actually know, where the gaps are, and how to close them as AI reshapes roles across every department.What We Talked About:Will AI Really Give Us a Two Day Work Week? Meet the AI Recruiter Agent Changing the Game The CV Feedback Job Seekers Never Get From Germany to Latin America: A Career Built on Skills, The Competency Gap Killing AI Transformation Projects The Simple Question That Starts Every Successful Learning Culture Connect with Reimund Nienaber: LinkedIn | Edligo Learning and Talent Analytics LinkedIn | Edligo.netContact Traci: https://linktr.ee/HRTraci Disclaimer: Thoughts, opinions, and statements made on this podcast are not a reflection of the thoughts, opinions, and statements of the Company by whom Traci Chernoff is actively employed.Please note that this episode may contain paid endorsements and advertisements for products or services. Individuals on the show may have a direct or indirect financial interest in products or services referred to in this episode.

What if one of the most effective ways to improve employee engagement, workplace culture, and business performance costs nothing more than a thoughtful thank you?In this episode of Success Leaves Clues, Robin Bailey and Al McDonald sit down with Kristian Gaetano, Chief Operating Officer at Achievers, to explore why employee recognition is far more powerful than an annual award or expensive incentive.Since joining Achievers nearly 15 years ago, Kristian has progressed from customer success into the C-suite by volunteering to solve the complex problems others avoided. He shares how leaning into his strengths, embracing challenges before he felt fully qualified, and becoming known as a dependable problem-solver shaped his leadership journey.The conversation also explores how leaders can balance data with instinct, why information requires human context, and how Kristian uses a “worry list” and trusted truth tellers to manage high-stakes decisions. As AI reshapes the workplace, he offers an important reminder that technology remains a tool. Critical thinking, community, empathy, and human connection are still what move organizations forward.Whether you are a CEO, founder, people leader, customer success professional, or executive navigating the future of work, this episode offers a human-centred approach to building stronger teams, customer relationships, and organizations.You'll hear about:How Kristian grew from customer success into the COO role Why tackling difficult problems can accelerate leadership growth How customer success has become a strategic partnership Balancing data, instinct, empathy, and human context Why senior leaders need trusted truth tellers How to stop late-night worries from controlling your thinking The biggest misconception about employee recognition Why everyday recognition can influence workplace behaviour The connection between employee engagement and customer experience Why AI must support people, not replace critical thinking How organizations can remain human during workplace transformation Helping other people recognize and reach their potentialWe talk about:00:00 Welcome and introduction to Kristian Gaetano 03:02 Growing from customer success into the COO role 04:00 Solving the problems nobody else wants 06:13 Leaning into your strengths as a leader 12:00 Why the customer is not always right, but is never wrong 13:19 Using empathy and constructive tension with customers 15:17 Balancing data with instinct and experience 18:09 The weight of making high-stakes leadership decisions 19:19 Kristian's late-night “worry list” strategy 20:14 Why leaders need trusted truth tellers 22:15 Adding human context to data and AI 25:53 The biggest misconceptions about employee recognition 27:20 Recognizing everyday behaviours, not only major achievements 29:00 How employee engagement affects business performance 30:53 When AI transformation makes employees feel disposable 32:52 Attracting, engaging, and retaining talent in the future 34:20 Why the future of work requires community and humanity 36:24 Planting trees by helping people reach their potentialConnect with KristianLinkedIn: https://www.linkedin.com/in/kristiangaetano/ Website: https://www.achievers.com/ Connect with UsLinkedIn: Robin Bailey and Al McDonald Website: Aria Benefits and Life & Legacy Advisory Group

Are you making one of the biggest salary negotiation mistakes without even realizing it?In this episode, I'm breaking down the five negotiation mistakes I see Customer Success Managers make over and over, and why they could be costing you thousands of dollars. I'll share real coaching stories from my clients, the simple questions that can completely change an offer, and how to negotiate with more confidence without feeling pushy or difficult.You'll walk away knowing how to approach your next offer strategically so you can maximize your compensation and avoid leaving money on the table. If you want to get paid what you're worth and negotiate your next offer with confidence, hit play and let's dive in.And if you want expert support from resume to negotiation, apply for coaching HERE and let's build a job search strategy that gets results.00:45 – Why one word in your job offer could be costing you thousands03:39 – The salary negotiation shift most Customer Success Managers never think to make08:34 – The difference between getting a good offer and getting the best possible one09:04 – Why playing it safe during salary negotiations can cost you more than you think11:06 – The negotiation mistake that gives away your leverage before the conversation even starts14:44 – The biggest salary negotiation mistake Customer Success Managers make after getting an offerFREEBIES & RESOURCES:

Joy Osinloye is the Vice President of Customer Success, North America at CreatorIQ, where she leads Customer Success across enterprise, mid-market, and agency segments. She oversees retention, expansion, and long-term value creation and realization for a diverse portfolio of high-growth global brands. Partnering closely with revenue, marketing, and executive stakeholders, Joy equips the CreatorIQ customers with the necessary tools and insights to ensure their creator programs drive true measurable business impact.Before joining CreatorIQ, Joy led influencer and integrated marketing initiatives for global brands including Airbnb, Huggies, L'Oréal, Adobe, and Kellogg's. That brand-side experience now informs her approach to customer success by helping organizations operationalize creator marketing as a scalable, revenue-aligned growth channel rather than a series of one-off campaigns.Joy is particularly focused on building resilient customer relationships, strengthening adoption at scale, and aligning creator investments to durable revenue outcomes. She is also a passionate advocate for people-first leadership and mentors emerging leaders across the marketing and technology ecosystem.

In a previous episode, I introduced “The Sales Series” to re-intro many amazing conversations from Sales Leaders on the show. This week, I am resharing “The CS Series” to highlight incredible Customer Success Leaders from the show. Today we will be covering 5 CS Leaders: Brooke Simmons: “Prioritization Quadrants” (Ep. 130)https://podcasts.apple.com/us/podcast/130-the-state-of-customer-success-2023-with/id1528398541?i=1000599320083 https://open.spotify.com/episode/3GUG3xZVRg70ER8zuOyF2R?si=3cfe012a2d014107 Luke Ferrel: “The Customer Needs Triangle”  (Ep. 131)https://podcasts.apple.com/us/podcast/131-the-growth-of-scaling-customer-success-and/id1528398541?i=1000600560447 https://open.spotify.com/episode/50Pwr6m23z46HDMeBhoxU5?si=c7a0bd79ce0d4de3 Tyler Meckes: “Account Mapping Playbook”  (Ep. 147)https://podcasts.apple.com/us/podcast/147-the-account-management-customer-success-growth/id1528398541?i=1000616621251 https://open.spotify.com/episode/64lbqKMcYCliq25xVLEOMh?si=ac43ba87f6674817 Rob Zambito: “Conscious Investments in CS”  (Ep. 149)https://podcasts.apple.com/us/podcast/149-consciously-invest-in-customer-success-with-rob/id1528398541?i=1000618331520 https://open.spotify.com/episode/2nv23CFUGUhfocZIfcWKCP?si=d5a8591c280b428b Jay Nathan: “Customer-Centric Mindset” (Ep. 154)https://podcasts.apple.com/us/podcast/154-the-customer-centric-mindset-with-jay-nathan-evp/id1528398541?i=1000622913191 https://open.spotify.com/episode/21MTbcIJhvhOpBGn47A3RO?si=a11735d5af5e4038 Please enjoy this week's episode of “The CS Series”. I am now in the early stages of writing my first book! It will cover my journey into sales, the lessons learned, and include stories and advice from top sales professionals around the world. I'm excited to share these interviews and bring you along on this journey!Like the show? Subscribe to the email: Subscribe HereI want your feedback! Reach out at 20percentpodcastquestions@gmail.com or connect with me on LinkedIn.If you know anyone who would benefit from this show, please share it! If you have suggestions for guests, let me know!Enjoy the show!

What do Customer Success hiring managers actually notice that most candidates never think about?In this episode, I'm joined by Customer Success hiring manager Eric Clouse to talk through what actually stands out at every stage of the hiring process. We cover recruiter outreach, resumes, and interviews, along with the mistakes that quietly hurt candidates. We also get into how hiring managers are evaluating AI skills today and what the future of Customer Success means for your career.You'll walk away with a much clearer understanding of what today's CS leaders are looking for and how to approach your job search more strategically. If you want to stop guessing what hiring managers value and start making stronger career moves, hit play and let's dive in.And if you're ready to build an outreach strategy that helps you stand out with hiring managers, apply for coaching HERE and let's work together.01:16 – Why hiring managers think differently than most job seekers realize04:28 – The LinkedIn outreach mistake that could be costing you interviews07:13 – What hiring managers actually want to see before they ever read your resume16:08 – Why tailoring your resume to the job description can backfire22:06 – The interview mistake that quietly reveals you're not thinking like a CSM25:54 – What hiring managers are really looking for when they ask about AIFREEBIES & RESOURCES:

Most founders treat product-market fit like a feeling. Mark Roberge thinks that's as absurd as calling profit a feeling.The founding CRO of HubSpot, Harvard Business School lecturer, and Stage 2 Capital co-founder joins Josh to break down his new book, The Science of Scaling. The argument at the center of it - the decision of when and how fast to scale shouldn't be a gut call. It should be gated on retention.Mark shares the leading indicator of retention (the one metric that predicts churn in a customer's first month), the 5-50-500 playbook a Microsoft leader used to launch new products, why Drift's founder flew across the country to onboard $50/month customers, and what "AI-native sales team" should actually mean in 2026 (with numbers attached).If you work in Customer Success, this episode makes the case that you own the most strategic metric in the company. All proceeds from Mark's book go to McLean Hospital for mental health care.---Want the playbook, not just the conversation? Subscribe for deep-dive, actionable breakdowns from every episode at unchurned.substack.com.---What You'll Learn- Why we scale haphazardly, not scientifically- A quantitative definition of product-market fit - How to design a leading indicator of retention- Real LIR examples from Slack, Harvey, Facebook, and Gainsight - The three maturity levels of an LIR- How a Microsoft leader used the 5-50-500 rep model to de-risk new product launches- How to pick your threshold based on the blitzscale risk in your category- Why product-market fit and go-to-market fit must be sequenced, not pursued at once- How to know when to move past founder-led sales - How to bring unit economics into board meetings - Why blitzscaling fails more companies than it saves (and why VCs push it anyway)- The two metrics that define an AI-native sales team in 2026- Mark's four phases of the AI revolution in go-to-market ---Timestamps0:00 - Preview & Intro1:30 - Meet Mark Roberge3:07 - The Science of Scaling (All book proceeds go to McLean Hospital)7:30 - We scale haphazardly, not scientifically9:06 - Microsoft's 5-50-500 playbook13:19 - Is product-market fit a feeling?15:48 - The leading indicator of retention, explained17:30 - Time to value vs. recurring value19:42 - Designing your own LIR24:04 - Why go-to-market fit comes after PMF26:06 - Pitching this framework to VCs28:15 - How to know when you have go-to-market fit31:15 - Bringing the science to larger companies33:00 - When to move beyond founder-led sales35:51 - AI and the four phases of the GTM revolution37:20 - What "AI-native sales team" means in 2026---Josh is writing a book on building customer relationships. Follow his journey and insights at www.joshschachter.com---Where to Find the GuestMark Roberge: https://www.linkedin.com/in/markroberge/The Science of Scaling: https://a.co/d/0boDpDUcStage 2 Capital: https://www.stage2.capital/---Where to Find the Host: Josh's LinkedIn: https://www.linkedin.com/in/jschachter/Unchurned Substack: https://unchurned.substack.com/

In this insightful episode of the Developing the Leader Within Podcast, we are excited to feature Reimund Nienaber, Director of Consulting and Customer Success at Edligo. With over 25 years of experience in international HR leadership, Reimond shares his expertise on how AI is revolutionizing the hiring process and transforming workforce management. Join us as we explore the implications of AI in recruitment, skill management, and employee development. Discover how organizations can leverage AI to make smarter hiring decisions, identify hidden talent, and enhance employee engagement.

Irene F. Lefton is an author, Customer Success strategist, and longtime advocate for the voice of the customer. Recognised multiple times as a Top 100 Customer Success Strategist, she has built and led global professional services, support, and customer success teams across the US, Europe, and Asia — spanning industries, business models, and companies of all sizes. Her career has been driven by a simple belief: that centring the customer is not just the right thing to do, it’s good business. Today, she speaks, advises, and consults with companies on improving results through outstanding customer experience, including the thoughtful use of AI. She holds a degree in Economics and an MBA from the University of New Mexico. Irene grew up in Albuquerque, New Mexico, and now lives in the Silicon Valley area of California. She is semi-retired but very much still engaged — writing, speaking at conferences, mentoring professionals at all career stages, and doing selective consulting with early-stage companies. She serves on the boards of two nonprofits, where she leads initiatives focused on community engagement. When she’s not working, you’ll find Irene cooking, attending the theatre, and spending time with friends and family. She travels whenever possible — for concerts, new places, and the people she loves. She is, at heart, a curious lifelong learner who enjoys sharing hard-earned wisdom. Who Speaks for the Customer? In this episode, Irene F. Lefton talks about her book “Who Speaks for the Customer? Improving Results within a Customer Centric Network”. Irene believes that fundamental human connectivity and human attention to customers remain critical even as technology progresses. While every organisation claims that they are customer-centric, the truth is that real customers who deal with them most often do not feel so. The outsider looking in view is therefore very important for companies to get a feel of the customer requirements. New departments such as “customer success” do spell progress, but the field has not matured enough, and the right metrics to measure customer success have not been implemented yet. Cultural differences, generational differences and large customer bases make it difficult to cater to everyone with the same messaging, and often companies find it difficult to make the right choices in terms of which requirement becomes critical. This applies even more when the business is scaling, as well as when customers are scaling, leading to shifting goalposts on both sides. While AI can help in aggregating and analysing diverse data, it still takes a human to understand which data is relevant and what to do with the data. New roles such as “Forward Deployed Engineers” are fulfilling that role, leveraging their deeper understanding of the customer voice along with their technical knowledge of AI. Run time – 01:11:32 mins. Links for Subhanjan  subhanjan@pitch.link  https://www.linkedin.com/in/subhanjansarkar

MedTech companies invest heavily in acquiring customers, but many still lack a clear strategy for retaining, expanding, and learning from them. Fortunately,  SaaS and tech already solved this years ago through the creation of a commercial function called Customer Success. In this episode, Rupal Ayer, Senior Director of Customer Success at Solventum, discusses why Customer Success should become a formal business category in healthcare. He explains how combining customer experience with customer outcomes can strengthen retention, guide enterprise decisions, and improve commercial performance. Rupal also shares how Customer Success connects sales, marketing, and service around the customer journey while helping organizations move from transactional vendors to trusted advisors. And building a culture that translates customer reality into enterprise action. Tune in to learn how embedding the voice of the customer at the center of enterprise decision-making can improve business performance and create better experiences for clinicians and patients. Resources: Connect with and follow Rupal Ayer on LinkedIn. Follow Solventum on LinkedIn and explore their website.

AI is not coming for your Customer Success job, but it is changing what great CSMs look like.In this conversation with Dan Ennis, Senior Director of Customer Success at Workato, we unpack what hiring leaders are actually looking for in the age of AI and where most candidates are getting it wrong. You'll hear how AI is raising the bar for interviews, assignments, and day to day customer work, plus the biggest mistakes job seekers and CSMs are making when they rely too heavily on AI. We also get into who thrives in AI companies, who struggles, and why startup experience may matter more than ever.You'll walk away with a clearer understanding of how to use AI to become more effective without losing the skills that make you valuable. If you are ready to stop worrying about whether AI will replace you and start learning how to stay ahead of the curve, hit play and let's dive in.And if you feel like the bar keeps moving and you can't keep up with what hiring teams want, apply for coaching HERE and let my team help you land your next role.00:08 – Why AI is raising the bar for Customer Success professionals10:00 – What hiring managers can tell about you from the questions you ask12:37 – Why generic interview assignments are costing candidates opportunities19:48 – The biggest mistake candidates make when using AI25:15 – What AI fluency actually looks like for CSMs30:10 – Why AI customers require a different kind of Customer SuccessFREEBIES & RESOURCES:

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

Tamara(Tamie) Adams, Chief Revenue Officer of Octave, joins host Dan Sixsmith in the New York studio during one of the most pivotal weeks of her career ,the day before Octave rings the bell on the NASDAQ. Tamie shares how she was recruited into a $1.6B carve-out from Swedish parent company Hexagon, and walks through the transformation she's driven across sales, customer success, enablement, and channel in her first nine months. The conversation covers her philosophy on CS as a driving force in revenue output, the evolving role of AI in enterprise selling, why negotiation has fundamentally changed, and what it really takes to be a successful CRO today. Tamie also reflects on her career journey from finance to Oracle to a PE-backed exit to Siemens and leaves listeners with her personal definition of success.Timestamps​0:00 — Introduction​0:27 — Octave rings the bell on the NASDAQ: a $1.6B carve-out from Hexagon​1:07 — How Tamie was recruited as CRO​3:16 — First moves: assessing systems, personnel, and data​5:06 — State of Customer Success coming in​5:43 — Rebuilding channel sales and alliance partnerships​8:11 — CS as a true profit center: 200% pipeline growth​14:39 — AI for selling: research, prompting, and the risks​17:29 — The art of storytelling in sales​19:17 — How negotiation has changed​25:36 — CRO tenure: why it's 18–22 months and how to break through​27:42 — Top skills required for a successful CRO today​29:17 — Tamie's origin story: race cars, finance, and Oracle​35:10 — The first CRO role: PE-backed, move with speed, exit to Siemens​37:22 — Definition of success: "A little bit of grit and a little bit of grace"

Always Be Prospecting Today on THINK Business, I sat down with Gabe Lullo, CEO of Alio, a company that makes 11 million cold calls a year. Yes, 11 million. We dug into something every business needs to hear: Momentum is not a strategy. Prospecting is. Too many teams slow down once the pipeline gets full. They rely on inbound. They wait. They hope. Whether business is good, bad, or booming, the companies that keep hunting stay relevant, stay sharp, and stay growing. We also talked first impressions, SDR training, the power of simple questions, and why the best salespeople never sound "salesy"—they sound human. AI is accelerating the game, no doubt. But one thing still separates leaders from laggards: Pick. Up. The. Phone. People are getting fewer calls today because everyone else is afraid to make them. That's an advantage for anyone willing to act. 3 Takeaways for Your Business Outbound is not optional. First impressions fuel conversions. The phone is your unfair advantage. People buy from people. A call breaks through the noise faster than any email sequence ever will. --- Gabe Lullo's expertise in sales, marketing, recruiting, and management began when he started his own business after graduation from the Barney School of Business at the University of Hartford. He owned and operated his own sales, training, and marketing firm for more than a decade. Gabe excelled in training sales and marketing professionals, and additionally, has had a successful career in executive recruiting. Gabe has been instrumental in expanding the company's search and placement for IT, Software Development, Sales, Customer Success, Marketing, and Executive leaders. Gabe's most recent success has been with us here at Alleyoop. For many years, he has been working to build and grow the company by focusing on its culture, environment, customer success, and sales. Connect with Jon Dwoskin: Twitter: @jdwoskin Facebook: https://www.facebook.com/jonathan.dwoskin Instagram: https://www.instagram.com/thejondwoskinexperience/ Website: https://jondwoskin.com/LinkedIn: https://www.linkedin.com/in/jondwoskin/ Email: jon@jondwoskin.com Get Jon's Book: The Think Big Movement: Grow your business big. Very Big! Connect with Gabe Lullo:Website: https://alleyoop.io LinkedIn: https://www.linkedin.com/in/lullo *E - explicit language may be used in this podcast.  

The interview mistakes costing you offers are probably not the ones you think they are.In part two of this series, I'm breaking down the final five interview mistakes our coaches see Customer Success candidates make over and over again. I'm sharing why trying to sound polished can actually hurt your performance, the mindset shifts that can help you stop second guessing yourself, and the patterns that make strong candidates come across as less confident than they really are.You'll walk away with a different perspective on what interviews actually are and how to show up with more confidence, authenticity, and trust in yourself. If you're ready to stop overthinking every interview and start performing like the Customer Success professional you already are, hit play and let's dive in.And if you're ready to stop talking yourself out of the room before you even walk into it, apply for coaching HERE and let's work through it together.2:11 – Why ditching the “perfect” script could reveal more authentic interview answers4:32 – The shift that makes interviews feel much less intimidating7:31 – How one simple framework can help you stop rambling and keep answers sharp9:36 – The real reason more prep time might be holding you back instead of helping11:16 – The mindset switch that could boost your confidence (and results) in interviews12:53 – How to improve your interview if you're still feeling stuckOTHER EPISODES YOU'LL LOVE:

Budget planning shapes what actually gets done. Melissa Haire, senior vice president of Customer Success at Q2, talks through how financial institutions can move from a project-by-project mindset to a connected strategy where every dollar ties back to desired outcomes. From digital engagement and commercial growth to fraud prevention and AI investment, Melissa shares what the best-performing institutions have in common when they sit down to plan. Related Links [Blog] Planning for 2027: The Priorities Shaping Budget Decisions [Guide] 2027 Budget Planning Guide [Podcast] Cut to Context [LinkedIn] Melissa Haire

Enterprise AI buying has moved quickly, but durable adoption still depends on context, security, workflow fit, and measurable business impact. Daniel Simon, Enterprise Account Executive at Glean, joins John Kaplan and John McMahon to discuss what it takes to sell AI in complex enterprise environments, why multi-threading matters more when buyers are evaluating broad organizational change, and how strong sellers build trust by tying use cases to productivity, governance, and ROI instead of relying on product excitement alone. Daniel Simon is an Enterprise Account Executive at Glean, where he works with large enterprises on AI adoption, knowledge discovery, and productivity across complex organizations. He brings experience selling enterprise technology into multi-stakeholder buying environments. Connect with Dan: LinkedIn Resources mentioned: The Qualified Sales Leader by by John McMahon  The Go-Giver by by Bob Burg  Key takeaways from this episode:  00:00 – Introduction 02:40 – What it really takes to move from product fluency to business impact in enterprise sales. 06:35 – Why many sellers mistake a strong champion for a qualified enterprise deal. 08:47 – A look inside how AI can expose qualification gaps without replacing sales fundamentals. 18:12 – What leaders often overlook about context as the real differentiator in enterprise AI. 30:51 – Why face-to-face engagement quietly creates leverage in a crowded AI market. 42:58 – Dan Simon's perspective on why consumption-based pricing raises the bar for customer success. 57:12 – Why AI will amplify strong sales discipline and expose weak execution. Hosted by five-time CRO John McMahon and Force Management Co-Founder John Kaplan, the Revenue Builders podcast goes behind the scenes with the sales leaders who have been there, done that, and seen the results. This show is brought to you by Force Management. We help companies improve sales performance, executing their growth strategy at the point of sale. Connect with Us: LinkedInYouTubeForce Management

Former golf course superintendent and self-proclaimed "Turf Head" Moe Robinson brings her passion for turf management and technology to this conversation. Now serving as Customer Success & Agronomy Advisor with turfRad, Moe shares how this innovative moisture mapping system is helping superintendents make smarter irrigation decisions through data instead of guesswork.Mounted on a utility vehicle or other course equipment, the turfRad system collects thousands of moisture readings across the turf in a single pass, creating detailed maps that identify exactly where water is needed and where it is not. Armed with this information, turf managers can fine-tune irrigation, improve consistency, conserve water, and reduce unnecessary applications.Moe explains how the technology first gained traction in regions where water is limited and expensive, but also discusses why courses in wetter climates are finding tremendous value by identifying overly saturated areas and improving overall moisture management. She also talks about turfRad's partnership with Toro and how the system is helping superintendents better understand what is happening below the surface.Moe's enthusiasm for turf management and emerging technology shines throughout this conversation, making this an informative and engaging episode for anyone responsible for growing and managing high-quality turf.Visit EarthWorks at: https://www.earthworksturf.com Podcasts: https://www.earthworksturf.com/earthworks-podcasts/ EW Turf Talks: https://www.earthworksturf.com/2-minute-turf-talks/

How many times have you walked out of an interview and immediately told yourself, "I'm just bad at interviewing"?In part one of this two part series, I'm breaking down four of the biggest reasons Customer Success candidates freeze, ramble, or go completely blank during interviews. These are real coaching lessons pulled directly from conversations our team has had with hundreds of job seekers. I cover why memorizing answers is actually making interviews harder, the mistake perfectionists make when they try to prepare for every possible question, and strategies that can help you think more clearly and communicate with more confidence in the moment.You'll walk away with practical strategies you can use immediately to feel more prepared and confident in your next interview. If you want to stop telling yourself you're bad at interviewing and start fixing the things that are actually holding you back, hit play and let's dive in.And if you're tired of freezing in interviews, apply for coaching HERE and let's work through it together.1:05 – Why most people aren't actually bad at interviews, but are preparing the wrong way4:03 – The mistake candidates make with interview prep that sets you up to freeze7:12 – Why prepping for every question backfires and the smarter approach to interview prep10:14 – An overlooked interview move that makes you sound more confident12:25 – The interview answer shift that stops you from rambling and gets you noticedFREEBIES & RESOURCES:

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show notes

SaaStr 859: The $257 Employee: What Agents That Actually Work Look Like Right Now with Replit's CEO and Founder Everyone's talking about agents. Almost nobody is running them the way Jason Lemkin is. At SaaStr, two AI employees - 10K, the autonomous VP of Marketing, and QB, the AI VP of Customer Success - ran a significant chunk of this event. They emailed 331 investors with individually researched, personalized outreach. They proactively contacted 100-plus sponsors and filed their own self-assessment of where they fell short. They built dashboards, ran campaigns, and tracked 10 years of attendee data without sleeping, complaining, or asking for a coffee break. The tab: $257 a month on Replit.  In this session, Jason sits down with Amjad Masad, Founder and CEO of Replit, to pull apart how this actually works - and what it tells us about where agents are headed next.  You'll learn: Why monorepo architecture matters more than most people realize - and how putting everything in one place gives your agents global context they can't get when apps are siloed How Replit built a self-improving loop where an internal agent analyzes every user interaction nightly, generates prompt changes, ships them as A/B tests, and improves the product autonomously What "context compaction" actually means in practice, why Replit's is better than the generic version, and how to think about long-running agents that never reset Why the gap between agent hype and agent reality is at its widest right now - and what the next capability jump looks like by Q3/Q4 Why Replit users were six months ahead of Silicon Valley on agents, and what that early edge looks like when you apply it to marketing, customer success, and operations This is for you if: You tried an AI tool six months ago, it disappointed you, and you haven't gone back - this session will show you how much has changed You're a founder or operator trying to understand what a real, production-grade agent looks like versus a chatbot with a fancy name You're thinking about the economics of AI replacing or augmenting headcount and want a concrete data point, not a thought experiment

Most Customer Success job seekers track their applications. Mariia tracked the data behind her entire job search.In this episode, I'm sitting down with Mariia, a Customer Success Manager who recently landed her dream role in cybersecurity. Because she tracked every part of her job search, we were able to see exactly which activities generated the biggest return on her time and energy and which ones created the most momentum.In this client spotlight episode, we unpack the strategy shifts that helped her dramatically increase her interview conversion rate, the outreach approach that changed the trajectory of her search, and why being more intentional gave her more opportunities instead of fewer.The result? Two job offers, five companies she ultimately turned down, and a Customer Success role that checked every box on her list.If you're ready to stop guessing what's working in your job search and start focusing on the activities that actually create momentum, hit play and let's dive in.And if you're doing all the things and not getting the results you want, apply for coaching HERE and let's figure out what's actually standing between you and your next offer.1:15 – The mindset shift Mariia used to land two dream job offers and confidently turn down five others6:20 – Which job seeking activities don't actually move the needle in a CS job search8:02 – The two high-ROI actions Mariia focused on that made all the difference11:43 – How Mariia's application-to-interview rate increased from 8% to 40%14:27 – How switching to quality over quantity and getting selective with applications completely shifted Mariia's confidence and options22:47 – Why mindset and surrounding yourself with experts were key in Mariia's job searchOTHER EPISODES YOU'LL LOVE:

show notes

It's that time of year, muzzle time. We speak with Kara Robinson of GG Equine about when and why you should be using a muzzle with your horse/pony/mini. Coach Jenn tells us about a chew stop that finally worked for James and Jamie does her annual lesson on training for the 4th of July. Listen in….HORSES IN THE MORNING Episode 3967– Show Notes and Links:Hosts: Jamie Jennings of Flyover Farm and Glenn the GeekJamie and Glenn's Amazon StoreTitle Sponsor: WERM FlooringPic Credit: GG EquineGuest: Kara Robinson, Director of Product Management & Customer Success, GG EquineGuest: Coach Jenn of Horse Tip Daily on Rap Last, chew stop that actually worksSponsor: ClariFly LarvicideAdditional support for this podcast provided by: Equine Network and Listeners Like YouTime Stamps: 02:02 - Belmont recap & Golden Tempo04:41 - Daily Whinnies07:18 - Tick bites & health chat12:05 - Screwworm outbreak & sterile flies15:21 - Kara from GG Equine: why muzzles23:40 - Muzzle fit, sizes, inserts & coupon30:36 - Chewing problems & Rap Last39:26 - Fireworks training with balloons

It's that time of year, muzzle time. We speak with Kara Robinson of GG Equine about when and why you should be using a muzzle with your horse/pony/mini. Coach Jenn tells us about a chew stop that finally worked for James and Jamie does her annual lesson on training for the 4th of July. Listen in….HORSES IN THE MORNING Episode 3967– Show Notes and Links:Hosts: Jamie Jennings of Flyover Farm and Glenn the GeekJamie and Glenn's Amazon StoreTitle Sponsor: WERM FlooringPic Credit: GG EquineGuest: Kara Robinson, Director of Product Management & Customer Success, GG EquineGuest: Coach Jenn of Horse Tip Daily on Rap Last, chew stop that actually worksSponsor: ClariFly LarvicideAdditional support for this podcast provided by: Equine Network and Listeners Like YouTime Stamps: 02:02 - Belmont recap & Golden Tempo04:41 - Daily Whinnies07:18 - Tick bites & health chat12:05 - Screwworm outbreak & sterile flies15:21 - Kara from GG Equine: why muzzles23:40 - Muzzle fit, sizes, inserts & coupon30:36 - Chewing problems & Rap Last39:26 - Fireworks training with balloons