Podcasts about Customer success

On behalf of the Accounting Influencers Broadcast Network (AIBN), this is the "Success in Accounting" show, going live every Monday. For our regular listeners, the original name Accounting Influencers has now moved from 'one show with 6 episodes a week' to 'five shows a week, 1 episode a day'. In this episode 6 of the brand new Success in Accounting podcast, we hear more live interviews from the recent International Accounting Forum and Awards 2022 which took place in London recently. AIBN were the official knowledge and broadcast partners of the event which featured the great and the good in the world of accounting networks, associations, alliances, institutes and professional bodies. Also present are representatives from large accounting firms (including top 4) and prestigious software/fintech vendors to the profession. https://arena-international.com/iaf/ (https://arena-international.com/iaf/) Guests interviewed by Rob Brown on this show are: Sarah Broderick, Head of Customer Success at Circit https://www.linkedin.com/in/sarahlbroderick/ (https://www.linkedin.com/in/sarahlbroderick/) Andrew Leck, CEO at MSI Global Alliance https://www.linkedin.com/in/andrewleck/ (https://www.linkedin.com/in/andrewleck/) Lianne Gatti, Country Manager at Konsolidator https://www.linkedin.com/in/lianne-gatti-46a88a20/ (https://www.linkedin.com/in/lianne-gatti-46a88a20/) Enjoy the live buzz of the event! If you'd like to book for 2023, the date is 29 June. ◣━━━━━━━━━━━━━━━━━━━━◢ A reminder of 5 great shows in the Accounting Influencers Broadcast Network: ❶ Success in Accounting - MONDAYS. Our flagship main show featuring panels, highlights, combinations, panels, topics, live interviews and best ofs. ❷ Insights in Accounting - TUESDAYS. The best news, analysis, commercial awareness, news under microscope, podcast mentions and recommendations. ❸ Influencers in Accounting - WEDNESDAYS. Deep dive 1-1 interviews with leaders, experts, influencers from around the world. ❹ Best Practice in Accounting - THURSDAYS. Practice development, growth, management, consulting, examples, stories and practical here's what works stuff for accountants, bookkeepers and the fintech/software people who serve them. ❺ UK Matters in Accounting - FRIDAYS. A UK focused show featuring UK related topics, news items, events and interviews. Find them all on your preferred podcast app, platform or channel. Thanks for subscribing, sharing and listening! └╌╌╌╌╌╌╌╌╌╌╌╌╌╌╌╌╌┘ FOLLOW US ON SOCIAL MEDIA: We'd love to get to know you! ➺ Main show website. For access to every single show with full shownotes: https://accountinginfluencers.com/podcast (https://accountinginfluencers.com/podcast) ➺ LinkedIn. For announcements of published shows, tagging guest so you can build your network and offer feedback on the show: https://www.linkedin.com/company/accountinginfluencers (https://www.linkedin.com/company/accountinginfluencers) ➺ Youtube. For videos of all podcast interviews and bonus video content: https://www.youtube.com/channel/UC3AwPLSr2rCqTylGj0s7TJQ (https://www.youtube.com/channel/UC3AwPLSr2rCqTylGj0s7TJQ) ➺ Twitter: https://twitter.com/accinfluencers (https://twitter.com/accinfluencers) ➺ Facebook: https://www.facebook.com/accountinginfluencers (https://www.facebook.com/accountinginfluencers) ━━━━━━━━━▲━━━━━━━━━

Check out this case study with John Kiernan, Podbean's Director of Customer Success and Jostens' National Director of Learning and Development, Mark Bussel as they discuss how Jostens is using podcasting internally to boost employee morale and within their internal communications and learning and development initiatives.  In this episode they'll cover: Why podcasting is a good fit for Jostens and how podcasting enabled them to approach internal communications in a different way How podcasting grew within their organization and they developed different internal channels for content How podcasting made the difference in regard to having a great impact then written or video content The employee's positive experience with podcasting at Jostens How easy and straightforward the podcasting process was for their organization How podcasting empowered their employees and gave them an opportunity to communicate, opening up a two-way conversation Here's the link to watch the full interview on Podbean's YouTube channel and you can read the full case study on our Enterprise Site, here.   To learn more about Podbean's Business and Enterprise solutions head over to our site or reach out to us at podcastingsmarter@podbean.com  ... Podcast Smarter is the official in-house podcast by Podbean.  Podbean is a podcast publishing and monetization service, hosting almost 600,000 podcasts.  If you're looking to start your own podcast, monetize your podcast and livestream directly to your listeners, you can set up an account at podbean.com  To contact Podcasting Smarter with questions get in contact at podcastingsmarter@podbean.com  To subscribe to our email newsletter to get updates from the team head over to: https://www.podbean.com/email-subscribe

An Asheville, North Carolina-based business boasts a 60% rate of repeat customers because of their excellent customer relations. In this episode of Clocking In, Phil Mintz sits down with Jason Dingess, president and owner of Quis Machinery. Jason began his career as an apprentice to a master furniture maker before attending Inside Passage School of Craftsmen.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #178 we welcomed Tomer Rabinovich, CEO at Top Dog Global. Tomer grew his Amazon business with zero background in online sales. He has multiple brands that he sells on Amazon and built a full team in the Philippines. Tomer speaks at events all over the world and also teaches and consults other Amazon sellers actionable tactics that they can use to elevate their own businesses. In this episode, Tomer and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.**Episode #178 Highlight Reel:**1. Riding The Amazon Wave and building amazing customer experiences2. How building customer success is its own form of magic 3. Building an Amazon brand & business in today's world 4. Paying attention to how history repeats itself while building your business5. Building asynchronous workflows for today's hybrid working world Huge thanks to Tomer for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the employee experience and customer success space into the future.Click here to learn more about Tomer RabinovichClick here to learn more about Tomer's New Book Riding The Amazon WaveIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon +  check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!Support the show

Before Meta acquired Kustomer in 2022, Chad Horenfeldt, Kustomer's then Director of Customer Success, saw the need for a revamp of the company's Voice of Customer program and practices. He went on to design a comprehensive VOC program focusing on three objectives: Capture, Analyze, and Act. In this episode, Chad covers the highly effective VOC survey he helped implement, how to get executive team buy-in for a VOC program, and why it's important to use VOC data to craft workarounds that don't always include building new features. Resources: Connect with Chad on LinkedInRead his article on how to launch a VOC surveyFollow Chad on Medium & Twitter------------Measure Value Delivered to CustomersGet a Demo of Nuffsaid

Hook Founder & CEO Firaas Rashid shares why committing to customer success is the foundation for any growing organization. Only when you fully understand your customers' experiences and needs as a business leader can you develop a healthy, innovative and thriving culture.

Melody Johnson is the owner and founder of The Course Consultant. As a Customer Success & Retention Strategist, she helps online business owners grow their recurring revenue through systems, process, and team trainings. She is also the founder of The Recurring Revenue Membership where she helps business owners build sustainable business with process and templates. Learn more about Melody  here!Learn more about Path to Podcast Success here!

Welcome to Episode 2 of Coffee Chats! In this series, I will be interviewing the top individual contributors across the entire sales world to share their stories, and discuss current trends in their role and industry, all in around 30 minutes. This week's guest is Julie Raeder. Julie is a former Special Education teacher turned Customer Success Coach at Dooly. In this week's episode, we discussed: Self reflecting on your energy levels Learning from burnout/disconnecting from tech Transfering Skills from Special Education to CS Importance of Teamwork Getting A Ton of Experience Building Genuine Relationships on LinkedIn Much More! Enjoy my Coffee Chat with Julie Raeder ____________________________________________________________________________ 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-community I want your feedback! Reach out to 20percentpodcastquestions@gmail.com, or find me on LinkedIn. If you know anyone who would benefit from this show, share it along! If you know of anyone who would be great to interview, please drop me a line! Enjoy the show!

When you've been in the business of customer experience for nearly two decades, you've seen every interaction of what CX can mean at the individual and corporate level.   The “why” behind CX and the importance of is as simple as making happiness a habit. Keeping your team running smoothly so they're happy and keeping your clients in the know so they're happy.   Easier said than done.   Hear our conversation with Adrian Brady-Cesana, Founder and Chief Experience Officer at CXChronicles: What the four pillars of customer experience are according to Adrian Why companies need a dedicated Customer Experience team member What the challenges are around successful Customer Experience  How the differences between Customer Success and Customer Experience set themselves apart   More information about Adrian Brady-Cesana and today's topics: LinkedIn Profile: https://www.linkedin.com/in/adrianbradycesana  Company Website: https://cxchronicles.com/  Other Relevant Links: CXChronicles Podcast; Master's in Customer Experience Management at Michigan State; Airbnb  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

Bem-vindes à mais um episódio da nova série do SAP Cast: Minhas experiência SAP. Aqui você encontrará episódios mensais inéditos com colaboradores da SAP em um bate papo sobre diversidade, inclusão e carreia na SAP. Nesse segundo episódio da série, vamos tratar de um dos programas de desenvolvimento de carreira que a SAP oferece aos seus funcionários: o fellowship! Para esse bate papo, temos Giovana Mariano, gerente de mídias da SAP Brasil, como host e as convidadas Nayla Santos, parte do Gabinete da Presidência e PMO do Comitê D&I e do Comitê de Sustantabilidade, e Catarina Dolven, parte do time de Customer Success. Conheça mais sobre a Giovana https://www.linkedin.com/in/giovana-mariano/ , a Nayla: https://www.linkedin.com/in/naylasantos/ e a Catarina: https://www.linkedin.com/in/catarina-dolven/ Acompanhe tudo que acontece no mundo SAP pelas redes oficiais: - Facebook: fan page SAP Brasil - Twitter: @SAPBrasil - Instagram: @sap_brasil - Website: sap.com.br

What does a genuine customer-first marketing approach look like in practice? Narine Galstian, the Chief Marketing Officer SADA, a Google Cloud Partner, asserts that when the company gains a client, “that's just the beginning of their transformation.” Tune in to discover how marketing leaders can build long-term customer relationships that help their clients grow.Tune in to learn:About SADA and about Narine's role as CMO there (03:30) About SADA's “customers-for-life” philosophy (17:40)What inspires Narine's leadership style (32:30) How Narine's immigrant experience has shaped her team-building work at SADA (38:30)Mentions:“Diversity In The Channel: No Longer Just A Compliance Play” (CRN article)“3 Ways To Understand Growth Marketing” (Forbes article)Marketing Trends is brought to you by Salesforce Marketing Cloud. For more great marketing insights, sign up for The Marketing Moments newsletter. You'll get ideas to help you build better customer relationships, invites to upcoming events, and access to the latest industry research. Subscribe at https://sforce.co/MarketingMoments

Today we deconstruct the canonical question in early-stage sales. Does the founder need to create the sales playbook? Then secondly, if not, should the first sales hires be reps or a sales leader? Today we are joined by 7 of the best sales leaders to share their thoughts. Jordan Van Horn is a Revenue Leader @ Montecarlo. Previously Jordan spent 4 years with Segment and before that spent another 4 years at Dropbox. Oliver Jay (OJ) most recently spent 6 years at Asana where he was hired as the company's first revenue leader. Before Asana, OJ spent 4 years at Dropbox where he scaled the sales team from 0 to 50 while tripling ARR. Dannie Herzberg is a Partner @ Sequoia Capital and previously spent 4 years at Slack as their Head of Enterprise Sales. Before Slack, Dannie spent 5 years at Hubspot building sales, opening an SF office, and then joining product to launch CRM & platform. Zhenya Loginov is the CRO @ Miro, where he runs the go-to-market team of 700+ people across 11 global offices. Prior to Miro, Zhenya was the COO @ Segment. Finally, before Segment, Zhenya led a 100-person team at Dropbox across numerous different functional areas. Kyle Parrish is VP Sales @ Figma, where he has scaled the sales team from 0 to over 100 people in sales. Before Figma, Kyle spent over 5 years at Dropbox in numerous different roles including Head of Sales, where he scaled the Austin, Texas office from 3 to over 80 people. Sam Taylor is the VP of Sales and Customer Success @ Loom, at Loom Sam leads Revenue Org including: Direct Sales, Customer Success, Self-Serve Revenue Growth/Assist. Prior to Loom, Sam spent over 4 years at Salesforce, following their acquisition of Quip, where he was the first sales leader. Before Salesforce and Quip, Sam spent over 3 years at Dropbox as a mid-market sales leader. Jeanne DeWitt Grosser is Head of Americas Revenue & Growth @ Stripe. Pre-Stripe, Jeanne was CRO @ Dialpad and also spent many years at Google in numerous different roles including most recently as Director of GSuite SMB & Mid-Market Sales, North America and LATAM. Mitch Tarica is Head of North America Sales at Zoom Video Communications. Before Zoom, Mitch spent over 5 years at RingCentral and before RingCentral, Mitch was at Oracle for over 7 years in numerous different sales roles. In Today's Discussion on Sales Playbooks We Learn: 1.) What is the right definition for a "sales playbook"? 2.) When is the right time to change your "sales playbook"? 3.) What are the biggest mistakes or misnomers made around the "sales playbook"? 4.) Should the founder be the one to create the first sales playbook or can it be a sales leader? 5.) When is the right time for founders to hire their first sales leaders? 6.) For the first sales hire, should founders hire sales reps or a sales leader? 7.) When should you hire a rep vs a sales leader? What are the nuances?

Elle est passée de business developer à head of customer success. Elle nous raconte ce changement, la prise en main de son nouveau poste et nous donne des conseils en customer success. Avec elle, nous abordons des questions comme : Quelles sont les différences entre les méthodes d'un sales et celles d'un customer success ? On dit souvent que le meilleur service client, c'est celui que l'on a jamais besoin d'appeler, est-ce le cas ? Quels exemples peux-tu donner pour anticiper les éventuels problèmes et fournir la meilleure expérience client ? Vous avez aimé ce podcast ? N'hésitez pas à le partager autour de vous ! --- Send in a voice message: https://anchor.fm/soan-le-podcast/message

In this episode of the B2B Leadership podcast, best-selling author and leadership coach Nils Vinje speaks with Ryan Browne, Vice President of Customer Success at Kenect. Podcast highlights: 0:25 - Ryan's background - Ryan explains his role at Kenect. 3:03 - Tech and SaaS in Utah - How has technology evolved over the years in Utah? 4:40 - First leadership position - Ryan's opportunity began when his boss decided to resign and he was thrust into a leadership situation. 7:58 - Old vs new leadership mindset - How did Ryan's team react to his initial style of leadership? 10:00 - Understanding your role - What prompted Ryan to better develop his leadership skills? 14:44 - The emphasis on observation - What should you be paying attention to when you're learning leadership? 17:05 - Creating a safe environment - How does Ryan create a space where people have an opportunity to grow their skills? 24:17 - The classic statement - "People don't leave companies, they leave bosses." What does Ryan think of this? 25:19 - Continued growth - What does Ryan do to keep pushing himself as a leader? 28:51 - Major milestones - Was there a pivotal moment in Ryan's career that inspired him to invest more into leadership? 35:49 - Ryan's advice to himself - What advice would Ryan give his younger self? Connect with Ryan Browne: https://www.linkedin.com/in/ryanabrowne/ Learn more about Kenect at https://www.kenect.com/ Learn more about your own leadership style at: https://www.30dayleadership.com/ This episode is brought to you by the B2B Leaders Academy The cost of not consistently developing your leadership skills is enormous. At the B2B Leaders Academy you can gain access to monthly leadership training and live coaching. Being a great leader isn't hard, you just need a guide and the right set of tools. Head on over to b2bleadersacademy.com and become the leader you have always wanted to be.

Harnessing the power of technology allows you to do more with less. Mobile industrial apps enable manufacturers to get more done with fewer people by streamlining processes, improving the capture and sharing of data.   Greg Bohling, the Vice President of Sales and Customer Success at Alpha Software, brings over 15 years of experience in providing digital transformation leadership to manufacturing companies. Greg coaches organizations on how to digitize manual and paper-intensive processes.   Join us as we discuss: What is happening in the manufacturing industry today regarding digital vs. analog data entry. Where manual data entry is happening in manufacturing and how to improve using technology.  The importance of having strong quality data in your manufacturing business.

Customer Success success. That's not a glitch in the matrix—that's what you should be telling your R&D team. This week's episode is aboutcreating a win-win-win that gives you short-term benefits as well as tremendous long-term improvements on your road to triple-impact-per-engineer. That's all in five minutes. Surely that's better than scrolling LinkedIn?Grab a copy of my book, The Tech Executive Operating System.Subscribe to the best newsletter for tech executives.For any questions or comments, reach out to me directly: aviv@avivbenyosef.com

Kris comes back to dig into more details about what he means by serving the process, not the salesperson.   Show notes: https://wethesalesengineers.com/show223

Interview with Holly Guenther – Holly works in Customer Success and Business Development at STADIUM.

Sam Taylor is the VP of Sales and Customer Success @ Loom, an essential tool for hybrid and remote teams allowing you to record quick videos of your screen and cam. At Loom Sam leads Revenue Org including: Direct Sales, Customer Success, Self-Serve Revenue Growth/Assist, Sales Development, Global Customer Support, Revenue Ops + Strategy and Sales Enablement. Prior to Loom, Sam spent over 4 years at Salesforce, following their acquisition of Quip, where he was the first sales leader. Before Salesforce and Quip, Sam spent over 3 years at Dropbox as a mid-market sales leader. In Today's Episode We Discuss: 1.) Entry into the World of Sales: How did Sam land his first big role in sales at Salesforce? How did the sales orgs differ when comparing Salesforce to Dropbox? What are 1-2 of Sam's biggest lessons from his time at Salesforce and Dropbox that shapes how he thinks today? 2.) Sales People Should Be Customer Therapists: What is the right way to approach customer discovery? How can sales reps get potential customers on a call in the first place? What are the right questions to ask? What engenders the most honesty? What are the wrong questions to ask? What are common mistakes? How do the best sales reps then feed that back to customer success and product? 3.) The When and The Who: When should founders consider hiring their first sales hire? Should this hire be a sales leader or a sales rep? What are the nuances? What are the characteristics of the best first sales hires? What are the first sales hires really on the hook for? Why does Sam disagree with the word "playbook" and instead suggest "frameworks"? 4.) How To Hire The Best: The Process What are Sam's lessons on what it takes to hire the very best sales reps? What are the right questions to ask in the interview process? What tangible case studies or tests are done to measure quality? Who is brought into the hiring process and at what stage?

Digital Strategy Unlocked is hosted by Deepak Sharma, SVP, Strategy & Customer Success at Photon. You can subscribe to the podcast in Apple Podcasts, Spotify, or wherever you find podcasts. In every episode, we look through the lens of Photon's Colleague Success Management and provide valuable insights to help leaders increase IT product adoption and accelerate business outcomes.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #176 we welcomed Ethan Beute, Chief Evangelist at BombBomb, Host of The Customer Experience Podcast, and Wall Street Journal best-selling Author of "Human-Centered Communication" & "Rehumanize Your Business".Ethan has spent more than a decade helping people enjoy clearer communication, human connection, and higher conversion by replacing some of their faceless, digital communication with simple, personal video messages in emails, text messages, LinkedIn messages, Slack messages, and similar. He's sent more than 12,500 videos and co-authored two (and a half) books on the what, why, who, when, and how of this "relationships through video" movement. BombBomb makes it easy to record, send, and track video messages, allowing you to be “in person” with those who matter most to your business at any given time.More than 60 thousand business professionals in Mortgage, Finance, Insurance, and Real Estate use BombBomb Video to rehumanize their communication.Ethan's also the host of one of my favorite podcasts, The Customer Experience Podcast where he interviews amazing customer focused business leaders from across the world. In this episode, Ethan and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.**Episode #176 Highlight Reel:**1. Leveraging video messaging to communicate with your customers & your team 2. Creating natural collisions with your customers & users to fuel growth 3. Meeting your customers and team on their preferred communication mediums 4. Doubling down on asynchronous messages + humanizing your outreach 5. Finding the balance between the human touch and the technology touch Huge thanks to Ethan for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience and customer success space into the future.Click here to learn more about Ethan BeuteClick here to learn more about BombBombClick here to learn more about The Customer Experience PodcastIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon +  check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!Support the show

Thanks to EarnUp, an award-winning, consumer-first technology payments platform where originators and servicers can provide a borrower experience with flexible payment options that reduces risk and improves overall financial health.

In this episode of Podcasting Smarter, John Kiernan our Director of Customer Success sits down with Lynz Floren, the GM and Executive Producer for Growth Network Podcasts on creating community for your podcast and turning fans into supporters!  Here they share the how to start and build a network for a successful podcast, creating valuable relationships with other podcasters, gaining a social media presence, attending in-person events, defining success for your podcast, the value that collaboration brings your podcast and so much more.  Here is also the link to watch the video of this interview on Podbean's YouTube Channel. ... Podcast Smarter is the official in-house podcast by Podbean.  Podbean is a podcast publishing and monetization service, hosting almost 600,000 podcasts.  If you're looking to start your own podcast, monetize your podcast and livestream directly to your listeners, you can set up an account at podbean.com  To contact Podcasting Smarter with questions get in contact at podcastingsmarter@podbean.com 

Communication drives the customer experience. When we understand their needs, and communicate authentically with our customers they feel valued, understood, and open to hearing more. In this episode, our guests Antoine Valentone, Vice President of Customer Success at prezent.ai, and Andres Sintes, Global Senior Director at Cisco, teach us the value of being a proactive communicator and how to leverage communication to become a trusted adviser.   Brought to you by PREZENTIUM and Executive Producer, Rajat Mishra.

From long COVID to major injuries, life hits us hard when we least expect it. As an employer, how do you support an employee through a health crisis like this? Ankur Patel, Director of Product Marketing at Zenefits, and Shelley Dorais, Director of Customer Success and Renewals, both recently experienced major health challenges. They learned firsthand about best practices for caring for employees when life hits them hard. Listen in to hear their stories and their top takeaways for employers caring for employees through illness and injury. Additional Resources: Order your copy of our book People Operations: Zenefits.com/pops-book Submit your People Ops questions: https://www.zenefits.com/workest/ask-a-question/ On this episode, you'll hear: [01:00] The personal and professional challenges of long COVID [05:30] The importance of flexibility and empathy in battling illness [09:45] Un-learning unhealthy work habits [11:00] Supporting employees through recovery from major injuries [16:00] Believing the best of people [17:00] Respecting both privacy and authenticity [19:00] Top takeaways for caring for employees through a health crisis [23:00] Silver linings of health challenges

In this episode of the B2B Leadership podcast, best-selling author and leadership coach Nils Vinje speaks with Craig Blum, Vice President of Customer Success at Midaxo. Podcast highlights: 0:26 - Craig's background - Craig explains his role at Midaxo. 2:46 - Merging of companies and ideas - What did Craig gain from the company merger that he wishes he had access to before? 5:29 - First leadership position - Craig started out of college as a software engineer. 8:22 - From code to customers - What prompted Craig to move to a more customer-facing role? 11:57 - Navigating team building - How did team building change when Craig had a team of people doing the work alongside him? 15:14 - The discovery process - Craig outlines the things that helped him most with his transition from IC to VP. 19:39 - Taking a step back - What were the circumstances around Craig going from VP and stepping backward to Senior Director? 24:47 - Journey back to VP - What was consistent across all the experiences Craig went through that got him back into a VP position? 31:16 - Keeping a leadership perspective - What did Craig keep front of mind while undergoing a big company shift? 36:14 - Craig's advice to himself - What advice would Craig give his younger self? Connect with Craig Blum: https://www.linkedin.com/in/craigblum/ Learn more about Midaxo at https://www.midaxo.com/ Learn more about your own leadership style at: https://www.30dayleadership.com/ This episode is brought to you by the B2B Leaders Academy The cost of not consistently developing your leadership skills is enormous. At the B2B Leaders Academy you can gain access to monthly leadership training and live coaching. Being a great leader isn't hard, you just need a guide and the right set of tools. Head on over to b2bleadersacademy.com and become the leader you have always wanted to be.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #175 we welcomed Deon Nicholas, CEO & Co-Founder at Forethought AI based in San Francisco, CA.Forethought AI is a Silicon Valley software company founded by a team of Dropbox, Palantir, and Autonomy alumni in 2017. Their mission is to unlock human potential through the power of AI.Forethought transforms the customer experience by infusing human-centered AI at each stage of the customer support journey. With Forethought, organizations can resolve common cases instantly, predict and prioritize tickets, and assist agents with relevant knowledge—all from one AI platform. In this episode, Deon and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.**Episode #175 Highlight Reel:**1.  How AI can transform any company's customer experience  & customer success2.  Improving how you set priorities + understanding core activities that drive innovation3. Why customer expectations have changed forever & how your business can adapt 4. Embedding process into your business behaviors and team culture as you scale  5. Why customer & employee feedback needs to be the  catalyst for driving actionHuge thanks to Deon for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience and customer success space into the future.Click here to learn more about Deon NicholasClick here to learn more about Forethought AI If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon +  check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!Support the show

John Foster is the director of business services and Fishbowl Software Practice Manager at Woodard Consulting Group, Inc. John is focused on Customer Success - a top performer with extensive experience in the Cloud ERP / CRM / BI software industry. He has demonstrated a proven ability as a problem solver with leadership and people management skills.

O episódio de hoje foi conduzido pela Fernanda Fuhrmeistes, Co-Founder e Diretora de Customer Success e Operações aqui na Grou. Dessa vez recebemos dois convidados: o Bernardo Ignarra, Analista de Relacionamento com Talentos das Lojas Renner e o Denis Gustavo, Especialista em Employer Branding, também da Renner. Durante a conversa, abordamos a necessidade de mudança, reinvenção e aprimoramento na área de pessoas, principalmente após os efeitos causados pela pandemia. Ao ouvir o podcast, você terá a chance de compreender em quais aspectos a tecnologia humanizou os processos de gestão de pessoas, conhecer as skills dos profissionais do futuro e ficar por dentro de diferentes estratégias de employer branding, como o Programa Circuito.

Customer experience vs customer success -- Darragh Fitzpatrick // RollWorksChief Revenue Officer at RollWorks, Darragh Fitzpatrick, details the importance of a great customer experience in the B2B buying process. Although the sales process is no longer linear, being able to understand your prospect and deliver what they need is key. A great customer experience results in more wins. Today, Darragh talks about the role that customer experience plays in the success of your sales team. Show NotesConnect With:Darragh Fitzpatrick: Website // LinkedInThe Rev Gen Podcast: Email // LinkedIn // TwitterI Hear Everything: IHearEverything.com // LinkedIn // TwitterSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode of the B2B Leadership podcast, best-selling author and leadership coach Nils Vinje speaks with Siobhan Alexander, Director of Customer Success at Catalyst Software. Podcast highlights: 0:25 - Siobhan's background - Siobhan explains her role at Catalyst Software. 1:34 - Leadership pressure - How does Siobhan think about leadership, from not only a content perspective but a practice perspective? 2:52 - First leadership position - Siobhan got her first management role in college. 5:34 - Incredible customer experience - How did Siobhan foster this environment managing a team of 25? 7:22 - From retail to tech - How did Siobhan make the transition? 10:11 - Teaching in Russia - Siobhan explains what led her to jump on a plane into the unknown. 15:26 - Transition from B2B to SaaS - What motivated Siobhan to branch out into something new? 18:50 - The loss of a boss - Siobhan explains the grief of joining an organization for a boss who left shortly after. 21:34 - Building internal relationships - What was the reception like from the departments who had no clue what customer success was? 25:00 - Customer Success thesis - Siobhan outlines the work from her master's program in Russia. 31:34 - Different background, same vision - What does leadership from Siobhan's team look like in an environment that fully believes in customer success? 36:23 - Siobhan's advice to herself - What advice would Siobhan give her younger self? Connect with Siobhan Alexander: https://www.linkedin.com/in/siobhan-alexander-63a65052/ Learn more about Catalyst Software at https://catalyst.io/ Learn more about your own leadership style at: https://www.30dayleadership.com/ This episode is brought to you by the B2B Leaders Academy The cost of not consistently developing your leadership skills is enormous. At the B2B Leaders Academy you can gain access to monthly leadership training and live coaching. Being a great leader isn't hard, you just need a guide and the right set of tools. Head on over to b2bleadersacademy.com and become the leader you have always wanted to be.

Today, in the How to Succeed in Product Management Podcast, Jeff welcomes a panel of experts on Product Management to discuss enabling accessibility features across all platforms. Together with Keela Robison, Ambika Sharma, Sumantro Das, Dr. Hoby Wedler, and Soumeya Benghanem, the panel unpack the different challenges that product managers have to deal with when building accessibility features, and in making websites and products more accessible to all customers of different backgrounds.   What to Listen For: 00:00 Intro 01:47 Join the Product Management Center Slack channel with Sarah Gallo   03:16 Soumeya talks about the need for accessibility  05:10 “We make sure that our product and service is working well for everyone.” Keela Robison, VP, Product Innovation at Netflix 08:07 Ambika Sharma on managing accessibility by tracking bugs and accessibility codes 09:51 “Support our shoppers in all backgrounds and implement inclusive design.” - Sumantro Das 12:09 “Accessibility is making life more enjoyable for all of us.” Dr. Hoby Wedler 17:56 Challenges for Product Managers as they try to get more accessible 21:09 Concerns related to accessibility features not included in websites 24:49 How does accessibility go into the overall product roadmap? 30:42 The different types of accessibility to consider when building features 37:46 Common challenges faced when building accessible product and how to overcome these challenges 45:12 How can Customer Success and Support Teams help and support Products Team and Product Managers in driving accessibility features

We've increasingly heard customer success and customer experience used interchangeably, but Heidi Lasker, SVP of Customer Success for the Americas and APAC at Bynder, believes that while they are interconnected, they hold different spaces within a company. In this episode, Alan and Heidi discuss tools for customer success and how to integrate them within the lifecycle of your customer and user relationship. In this episode, you'll learn: How Bynder excels at customer success Why strong cross-functional collaboration is critical to CXHow to deliver the best possible experience through success programs Key Highlights [02:15] Heidi's career journey [04:49] The role of Bynder in today's online world [06:00] How trends in the market have influenced Bynder's path [07:38] Getting control of your asset management [10:38] What “good” content operation looks like [12:50] How Customer Success is defined today [15:38] The interplay between Customer Experience and Customer Success [18:20] Community's role with users and customers [21:17] Marketing's role in Customer Success [24:45] An experience that defines Heidi [26:33] Heidi's advice for her younger self [27:18] What marketers should be learning more about [28:46] Brands Heidi is fascinated by [30:20] The biggest opportunity and threat for marketers today Resources Mentioned: Bynder Forrester DAM Leader Bynder's acquisition of GatherContent New Balance & J Crew Partnership Follow the podcast: Listen in iTunes (link: http://apple.co/2dbdAhV) Listen in Google Podcasts (link: http://bit.ly/2Rc2kVa) Listen in Spotify (Link: http://spoti.fi/2mCUGnC) Connect with the Guest: https://www.linkedin.com/in/heidilasker/ https://twitter.com/heidilasker https://twitter.com/bynder Connect with Marketing Today and Alan Hart: http://twitter.com/abhart https://www.linkedin.com/in/alanhart http://twitter.com/themktgtoday https://www.facebook.com/themktgtoday/ https://www.linkedin.com/company/marketing-today-with-alan-hart/ Support the show: https://www.patreon.com/marketingtoday See omnystudio.com/listener for privacy information.

You will never have as great of a potential impact on someone else's life as you will when you are a people leader. The reason for this is that as a people leader, you have the ability to positively OR negatively influence the lives of the people that work for you. The key thing is that it is a choice. In this episode of the B2B Leadership podcast, best-selling author and leadership coach Nils Vinje speaks with Sloane Kolt, Director of Customer Success at DataRails to discuss this and much, much, more… Podcast highlights: 0:26 - Sloane's background - Sloane explains her role at DataRails and what FP&A entails. 3:02 - Empowering finance functions - How does DataRails provide strategic guidance to customers? 8:15 - The spectrum of preparedness - Sloane has seen both good and bad examples of how finance should be done. 9:47 - Finance in modern times - What's the end goal for more modern finance companies to position their initiatives? 14:24 - Single most important piece of advice - What advice would Sloane give to make financing as big a win as possible for everybody involved? 16:24 - First leadership position - Sloane considers her journey to be a very strange one. 20:22 - Random areas of experience - How do unexpected experiences translate into Sloane's leadership today? 27:27 - Impactful leadership - Do you want to instill them with fear or with deep gratitude? 35:28 - Bored with work - There are better options than just sticking it out. 39:03 - Sloane's advice to herself - What advice would Sloane give her younger self? Connect with Sloane Kolt: https://www.linkedin.com/in/sloanekolt/ Learn more about DataRails at https://www.datarails.com/ Learn more about your own leadership style at: https://www.30dayleadership.com/ This episode is brought to you by the B2B Leaders Academy The cost of not consistently developing your leadership skills is enormous. At the B2B Leaders Academy you can gain access to monthly leadership training and live coaching. Being a great leader isn't hard, you just need a guide and the right set of tools. Head on over to b2bleadersacademy.com and become the leader you have always wanted to be.

Running an agency has many hurdles, right? Luckily, there are many tools out there to help with that. In this episode of the ROI Online Podcast, we sat down with Chase Buckner, the Marketing and Sales Director of HighLevel, to learn how agencies and marketers can thrive with a simple all-in-one sales and marketing platform. Chase Buckner started in HighLevel, a marketing and sales platform that helps agencies and marketers thrive, as Manager of Customer Success and is now the Marketing and Sales Director. In his role, Chase manages the affiliate, paid ads, and organic content channels as well as the marketing team. He also owns Vallarta CoWork, located in Puerto Vallarta, Mexico. It's the city's first coworking space with all the commodities you need to work peacefully.With HighLevel's all-in-one marketing and sales platform, you can keep your tools in one place while saving money and streamlining your entire delivery process so you can focus on keeping your clients happy. It can also help you grow your agency by connecting you with the most successful agency owners on the planet who will be able to help you close more deals or allow you to offer more services.Among other things, Chase and Steve discussed:Chase's backstory and experiences What HighLevel is and how it worksEasy ways to use HighLevel to grow your agencyHow HighLevel can set agencies and marketers up for success in the futureExciting new things coming to HighLevelYou can learn more about Chase here:Follow Chase on LinkedInRead the books mentioned in this podcast:The Golden Toilet by Steve BrownLearn more about Go High Level:https://www.gohighlevel.com/main-page?fp_ref=lewis-affiliates67Thinking of starting your podcast? Buzzsprout's secure and reliable posting allows you to publish podcasts online. Buzzsprout also includes full iTunes support, HTML5 players, show statistics, and WordPress plugins. Get started using this link to receive a $20 Amazon gift card and to help support our show!Support the show

Catherine Blackmore joins Jay Nathan on the podcast today from Oracle as she talks about her early days in the newly emerging field of Customer Success when resources and swim lanes were still being developed and how there is still growth and evolution occurring today, not just with CSMs, but the overall practice of customer success within an organization to become truly customer-centric. This includes the importance of employee development to ensure best-practices and focusing on employee engagement develop mission-focused employees.   You can find Catherine here: https://www.linkedin.com/in/catherineblackmore/   ---   Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.   We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.   GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.

The emerging role of the Chief Revenue Officer (CRO) has become one of the most talked-about topics in B2B sales this year. But, when it comes to truly knowing how to position and leverage a CRO to help a sales organization scale, this is where many modern sales companies are struggling. The key to the success of a CRO comes from not just the path they took in their career but from their ability to align teams across all departments and tap into technology to enable progress and productivity at all levels. What CROs should be doing and how companies can strategically use this role to scale is the topic of discussion in this episode of the Modern Selling Podcast. My guest, arguably one of the best CRO experts and consultants in the industry, shares his incredible insights to prove that when done ‘right' a CRO can be the winning advantage to take your sales organization to the next level. Ed Porter is the Chief Revenue Officer of Blue Chip CRO. His stellar 20+ year career has led him to manage teams of varying sizes from 5 to 1,000+ people with responsibilities for sales, customer experience, revenue operations, and marketing functions. Ed has worked for service, software, and distribution companies learning the foundations of delivering a powerful customer experience while driving value and effectiveness in the sales and development channels. He has participated in, facilitated, and chaired several executive groups centered on sales management, contact center management, and technology innovation. As a keynote speaker and guest speaker focused on several key sales strategies and customer management programs, Ed has been recognized as a two-time Top 25 Most Influential Sales Leader, Executive of the Year, Excellence in Execution, Top 100 Sales Coaches to Watch, and a two-time Chapter of the Year award winner for AA-ISP. Currently, Ed is a fractional chief revenue officer providing coaching and strategic planning services for executives and startups, helping them rethink and refocus revenue strategies to accelerate growth. He helps clients align their revenue teams — marketing, sales, enablement, and customer success — to build accountability at every step of their organization, leading to accelerated and sustainable growth. Download the full conversation to get clear on what and how a CRO should be contributing to the growth of your sales organization. What is the Real Role of a Chief Revenue Officer? We often hear CRO thrown around, but few have truly defined what the role is and, more importantly, what they should be responsible for. I wanted to get Ed's perspective on what he believes makes a CRO role work and if every B2B sales company needs one, in order to thrive in this post-pandemic environment. His insights are spot on, “The CRO must own everything revenue. Not just one part, but all parts. Because in order to really be the one that owns all parts of revenue, you need to own the full buyer lifecycle. Which means owning marketing, owning sales, and owning everything post-sales too like customer success.” There has always been a growing divide (I've seen) between sales, marketing, and customer success. So, it was interesting to hear that Ed believes they must all live under the same C-Suite role in order to drive the customer forward. In my 20+ year career in B2B and B2C sales, I've found that even for CROs that may not have robust marketing or sales or customer success background, they're still able to build amazing synergy within their organizations as long as they know how to leverage the right training, technology, and systems to bring their teams together. And, technology and training are a large part of what Ed shares in the first half of our conversation. Listen in to hear what he suggests every CRO do to ensure that their teams are successful. How Do You Actually Align Sales, Marketing, and Customer Success Teams Together? At Vengreso, we intentionally build in alignment between the teams. We have regular huddles and syncs for the departments to share what's working respectively, so we can establish a cohesive collaborative approach. Based on Ed's experience working as a fractional CRO, I wanted to hear his insights on what works to align teams for a CRO to be successful and what skills he believes a CRO must have that they can't necessarily be taught. Ed explains, “Traditionally, CROs have sales experience and come from that world. But, that often means they're light on understanding marketing and customer success. And, that's ok. I would argue that the path someone takes to become a CRO is irrelevant. It has less to do with their area(s) of expertise and everything to do with the person. You don't have to have run sales, marketing, or customer success departments to be a highly effective CRO. But, you DO have to be a great leader.” I found this point to be quite interesting. Here at Vengreso, we often cross-train our sales teams to be involved in not just one department, but in several. We've found that this enables our sales reps to approach the sales process very differently. They're able to think about the impact that marketing has on sales, or that sales have on customer success. This is such a powerful alignment (when done right), that would enable any sales organization to work as a seamless machine, rather than a bunch of separated silos. Join the conversation and get even more insight on how Ed recommends sales, marketing, and customer success teams work together. How Does Technology Empower the CRO?  This is always an area of interest, especially for sales leaders. As I always say, “a fool with a tool, is still a fool.” I've found that all too often, B2B sales organizations implement a host of different pieces of technology across each functional area. So, what the sales and marketing teams may be using may not be integrated. And, the customer success teams could be using something entirely different. It's this disconnect between teams (further exacerbated by the technology stack they're using), which makes it hard for anyone to truly talk to one another and gain key insights. That's why with our FlyMSG text expander plugin, we've seen users achieve tremendous growth and synergy. Now, they're able to have a way to send consistent messaging across departments and be in better alignment to attract prospects and convert them into customers. FlyMSG is just one tool Ed and I discuss in this conversation that can catapult sales teams to a new level. Listen in to the entire episode to see what other technology and tools we see working to bring teams together.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #174 we welcomed Gregorio Uglioni, CCXP an inspiring CX/CS executive who has come to be known as The CX GoalKeeper, based in Zurich, Switzerland. Greg has spent years helping a plethora of amazing companies with transforming and digitizing their CX/CS roadmaps. In short, Greg is a former Accenture consultant, who today is responsible for Business Transformation at the Cantonal Hospital of Winterthur based in Switzerland.  He's also a huge part of the global CX/CS community. He's authored several books, is the host of The CX GoalKeeper Podcast,  judges a variety of Customer Experience awards programs across the globe, is an international speaker and regular at webinars and conferences + lectures on customer experience & success at the University of Lucerne. In this episode of CXCP, Greg and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.**Episode #174 Highlight Reel:**1. How building your CX/CS  team is like managing a world-class soccer club  2. Building offensive, mid-field and defensive goals & targets to scale your business3. Creating your "eye-level" strategy for building a tool-kit or blueprint for your team 4. Leveraging process to become the glue that retains customers & fuels your growth 5. Investing in customer & employee feedback optimization to drive future innovationHuge thanks to Greg for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience and customer success space into the future.Click here to learn more about Gregorio Uglioni, CCXPClick here to learn more about The CX GoalKeeper PodcastIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to join our customer focused business leader community!And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon +  check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!Support the show

Podcast creator Alex Wagner of Pepper in Berlin, Germany has brought private podcasting to multiple organizations. He joins Jeremy Lynn, Storyboard's Head of Customer Success on this episode of POPP to share:Why they brought podcasting to PepperWhat makes audio a distinct communications toolHow to create content that others will loveThe best episodes they've produced so farWe'll be coming to you with another creator interview next month. Thanks for listening!---POPP (The Podcast on Private Podcasts) is presented by Storyboard (http://www.trystoryboard.com) and will provide an overview for anyone who wants to launch a private, internal podcast for their organization or company. In this series, we'll interview innovators and leaders who have adopted podcasting to transform their internal communications.Subscribe on Apple: https://podcasts.apple.com/us/podcast/podcast-on-private-podcasts/id1499419154Subscribe on Spotify: https://open.spotify.com/show/0zcB9s2GiFrr2DQWa9lvPsSearch for Us: "Podcast on Private Podcasts" in your favorite player

In this episode, Gabriella Bock sits down with Tal Rotman and Kunal Puri to discuss the increasingly complex customer journey and why retailers today should shift their focus on creating human-centric experiences both in-store and online. About the guests: Tal Rotman is the Vice President of Partnerships and Alliances at Namogoo. Kunal Puri is the Vice President and Head of Customer Success at Infosys Equinox. Namogoo offers eCommerce brands a Digital Journey Continuity Platform that automatically compiles data on consumer behavior, website, product, device and environment so you can easily analyze each customer's unique journey. Infosys Equinox helps leading enterprises provide memorable and human-centric omnichannel shopping experiences with their end-to-end digital commerce and marketing platform. They serve as a headless, cloud native microservices based commerce platform that allows retailers to engage with consumers whenever, wherever they want, irrespective of the channel of engagement. Register for Future Stores Seattle at: https://bit.ly/3t67xBW If you enjoyed this episode, please let us know by subscribing to our channel and giving us a 5 star rating us on Spotify and Apple Podcasts.

Growing your leadership skills is not something you do in a vacuum… If you're pushing yourself to become a better leader, you will run into questions that you can not answer… Acknowledging that you don't know how to handle a situation is a real gift because it forces you to ask questions and find someone who has been through the challenge you are facing… In this episode of the B2B Leadership Podcast, Mike Egan, Vice President of Customer Success and Integrations at BenchSci, and best-selling author and leadership coach Nils Vinje talked about the ins and outs of internal and external sounding boards - what they are, why they're important, and how to get started. Podcast highlights: 0:20 - Mike's background - Mike explains his role at BenchSci. 1:12 - Accelerated clinical trials - How are scientists able to run more effective experiments? 2:41 - First leadership position - Mike worked his way up the company ladder for several years. 4:48 - Taking a leap of faith - What convinced Mike to move to a startup and make a career change? 7:58 - Navigating new challenges - How did Mike adjust to managing a team for the first time? 9:36 - Meaningful relationship-building - It's an even bigger challenge managing somebody who wanted your position. 12:16 - Guidance from previous executives - Sometimes what we're exposed to shapes how we show up. 15:58 - Building an external sounding board - What advice does Mike offer for getting started with this? 18:56 - Reciprocating value in relationships - What would Mike advise people to lead with when making connections with other leaders? 22:29 - A memorable promotion - Mike gives the backstory on a previous company he worked for. 29:57 - Mike's advice to himself - What advice would Mike give his younger self? Connect with Mike Egan: https://www.linkedin.com/in/mikeegan/ Learn more about BenchSci at https://www.benchsci.com/ Learn more about your own leadership style at: https://www.30dayleadership.com/ This episode is brought to you by the B2B Leaders Academy The cost of not consistently developing your leadership skills is enormous. At the B2B Leaders Academy you can gain access to monthly leadership training and live coaching. Being a great leader isn't hard, you just need a guide and the right set of tools. Head on over to b2bleadersacademy.com and become the leader you have always wanted to be.

This week on the GCP Podcast, Carter Morgan and Max Saltonstall are joined by Amit Kumar and Vasili Triant. Our guests are here to talk about new features in Contact Center AI. Amit starts the show helping us understand what Contact Center as a Service is and what makes this unified platform so useful for enterprise companies. The scalability helps keep costs down and overall satisfaction up while leveraging advances in cloud. UJET and Google Cloud have worked together to bring this AI advancement, and our guests describe the partnership and evolution CCAI. CCAI has streamlined the Contact Center as a Service space, helping businesses work efficiently and while putting an emphasis on positive experiences for the end customer. CCAI users can use the platform straight out of the box or customize it to build specific experiences with tools like Dialogflow. Amit further describes the tools available like Interactive Voice Response and for which circumstances each tool would be most useful. The journey to CCAI can be easily managed by a team who knows the business well. We learn more about the onboarding experience and the skills required to transition. Vasili talks about the past and future of Contact Center and how customer information is used not just for sales purposes but for bettering the customer service experience. Our guests share success stories from companies like FitBit and how CCAI is used to handle customer interactions through the app. Things like the call back feature save customers the time and frustration of waiting on hold and save businesses money. Amit Kumar Amit is responsible for bringing GCP's native CCaaS offering to market and helps enterprise customers modernize their contact centers. Previously, Amit worked as a Cloud AI Incubator lead where he helped customers in adopting Google's conversational AI technology. He also has an extensive background in large scale cloud transformational efforts and have worked with enterprise software companies mainly Salesforce and TIBCO Software. Vasili Triant As UJET's Chief Operating Officer, Vasili Triant oversees all Go To Market activities including Sales, Channel, Alliances, and Customer Success. Triant brings more than 20 years of experience in Telecoms, Unified Communications (UC), and Contact Center industries, having previously served as VP/GM of Contact Center at Cisco, where he achieved the fastest growth in over a decade through a focus on global alliances and enterprise cloud-readiness. Cool things of the week DALL-E mini site EbSynth site Announcing general availability of Confidential GKE Nodes blog Interview Contact Center AI Platform site Contact Center AI reimagines the customer experience through full end-to-end platform expansion blog UJET site Dialogflow site Google Assistant site One United Bank site FitBit site What's something cool you're working on? Max is working on expanding the podcast platform by collecting and adding more content.Carter is working on his Google Project Management: Professional Certificate.Kelsey has been working on Google Cloud Skills Boost. Hosts Carter Morgan and Max Saltonstall

Guy Nirpaz is a Silicon Valley-based entrepreneur and the CEO of Totango, the leading Customer Success solution. A pioneer in the Customer Success field, Guy is a well-regarded industry speaker and community contributor. Guy is also the author of “The Definitive Guide to Customer Success,” and established the Customer Success Summit. He's passionate about people and technology and has dedicated his career to improving the way in which business is done through innovation.

AVAILABLE NOW! Listen to #CloudNClear EP. 128!

As we live in the 'great reflection' or 'resignation' or whatever you call it… people have options. As an employer, it's essential to know workforce trends and apply best practices in hiring and retaining customer-centric talent. (Hint: free snacks and ping pong tables in the office are not the answer.) Likewise, candidates seeking more job fulfillment and happiness need to know where and how to predict if a company is a good place to work.  Stacy Sherman and business expert Sam Brenner, CEO of CRB Workforce, discuss these topics and how to ensure a great match. More info: DoingCXRight.com/podcasts

Retail is not dead, in fact, all signs point to the fact that retail is on the rise. But the retail experience isn't going to be what it has always been in the past. The world of retail is evolving, and brands of all kinds are trying to find the best ways to give their customers what they want and need across channels, including in stores. Anjee Solanki, the National Retail Director for the USA at Colliers, has an inside look at what this next evolution will look like, and she shared her insights on this episode. Tune in to learn:What is the state of retail today? (11:10)How should retail evolve to meet consumer expectations? (19:10)Breaking down innovative (28:20)How Asia's efforts might be adopted elsewhere (35:20)Up Next in Commerce is brought to you by Salesforce Commerce Cloud. Learn more at http://www.salesforce.com/commerce Mission.org is a media studio producing content for world-class clients. Learn more at http://www.mission.org.

Today on the show we have Trey Hoffman, VP of Customer Experience at Fleetio. In this episode, Trey shares insights into their monthly churn insights meeting, and the key KPIs shared during this meeting. We then discussed why SMB-focused Customer Success reps are called SMB Analysts, and how Fleetio's Customer Success service differs between their customer segments.As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly at Andrew@churn.fm. Don't forget to follow us on Twitter.

In this episode, Kevin Baker, VP of Team and Customer Success at Maven Recruiting Group, addresses all of your equity and stock options questions. If you've ever received an offer letter from a pre-IPO company and found yourself positively stumped trying to wrap your head around what exactly was being offered, you wouldn't be the first or the last! The purpose of this episode is to help you navigate through the quagmire of legal-ese and esoteric terminology to help you feel better prepared to properly understand and evaluate your offer letter and what questions you should be asking at that stage in an interview process. If you'd like to dive deeper into this topic, be sure to check out Kevin's article on this topic, Executive Assistants Can Earn Equity Too on our website. 

Paul Shelton, President of PharmaComplete Consulting Services, sits down with  Frances Nahas, Chief Strategy Officer at RedSail Technologies, and guest host Evelyn Beach, Executive for Customer Success, to chat about Lean Six Sigma and how Long-Term  Care pharmacies can utilize this methodology to improve workflow, reduce waste, and  drive greater efficiencies.  Learn more about your ad choices. Visit megaphone.fm/adchoices

The Revenue Acceleration Playbook: Creating an Authentic Buyer Journey Across Sales, Marketing, and Customer Success by Brent Keltner About the Book: Want to accelerate your sales? Stop selling, and start connecting. Today's buyers are inundated with sales pitches coming at them from websites, peer reviews, social media, and email blasts. Is it any wonder they're overloaded, overwhelmed, and tuned out? The fact is, product-centered pitching simply doesn't cut it anymore. Buyers don't want to hear about your product's features—they want to hear about how it can solve their problems or help them reach their goals. In The Revenue Acceleration Playbook, sales and marketing expert Brent Keltner introduces a proven, go-to-market framework to increase personalization and authenticity across every step of the buyer journey—from initial buyer engagement and prospecting to closing new deals and expanding customer relationships, to growing target market segments. Drawing on more than twenty successful company examples, Keltner shows you, step by step, how to build an authentic buyer journey that will generate more opportunities, higher account values, and faster segment growth. An essential handbook for CEOs, revenue leaders, go-to-market team members, and everyone in between, The Revenue Acceleration Playbook is your guide to building a high-growth organization, from the sales floor to the executive suite.  About the Author: Brent Keltner, Ph.D. is President of Winalytics LLC and created Winalytics' revenue acceleration and sales growth methodology. Before starting Winalytics, Brent was a revenue leader in both early-stage and enterprise companies where he successfully scaled growth. He began his career as a Ph.D. social scientist and qualitative researcher at Stanford University and the RAND Corporation. He has published articles on go-to-market strategy in the Sloan Management Review, California Management Review, and The Financial Times. And, interesting fact – he has a black belt in Karate! Click here for this episode's website page with the links mentioned during the interview... https://www.salesartillery.com/marketing-book-podcast/revenue-acceleration-playbook-brent-keltner