Podcasts about customer success director

היום, אנחנו הולכים לצלול לאחד הנושאים החשובים והמרתקים בעולם ה- Customer Success – איך מתחילים מאפס ובונים ארגון שמצליח להוביל לקוחות להצלחה ולייצר ערך אמיתי?  לרובנו לא יוצא לקחת חלק בהקמת ארגון customer success, וכשאנחנו מצטרפים לארגון שכבר חי ובועט, אנחנו לרוב מקבלים את המצב הקיים כמו שהוא ולא עוברת לנו המחשבה - איך ולמה החליטו על מה שהחליטו ? מבלי להבין, שההחלטות האלה הן מה שעיצבו את הארגון כמו שהוא היום.בפרק של היום מתארח אנדרה לייטר , Customer Success Director בחברת  IONIX   וביחד, ננהל שיחה מעניינת וכיפית על הקמת ארגון success מאפס. איך בוחרים אסטרטגיה שמתאימה לארגון? אילו עובדים ואילו יכולות צריך בשלב ההקמה ובכלל, איך מתחילים?  אז אם אתם נמצאים באמצע תהליך הקמת ארגון או רוצים לקחת חלק בהקמה בעתיד, או שסתם מעניין אתכם לשמוע איך מתחילים מאפס - הפרק הזה בשבילכם.

CAPIs are everywhere right now. And for some advertisers, conversion APIs are the way to ensure they and their ad partners have enough data quickly enough to optimize campaigns and grow faster. In this episode of Growth Masterminds, we chat about CAPIs in today's advertising landscape with Mike Gadd, Customer Success Director for EMEA & India at Singular. We explore what CAPS are, why they exist, and their growing importance with platforms like Meta, Google, TikTok, and more. Mike explains how CAPIs offer more efficient ways to manage data and optimize ad campaigns compared to traditional methods like pixels. The discussion also covers the challenges of implementing CAPIs, who benefits from them, and the diverse use cases across web, app, and multi-platform marketing. Tune in to learn how CAPS can elevate your advertising strategy and streamline your data integration. 00:00 Introduction to CAPIs and Growth Masterminds 01:00 Understanding CAPIs: What They Are and Why They Exist 03:18 The Impact of iOS 14.5 and App Tracking Transparency 05:47 Who Uses CAPIs and Why? 07:30 Challenges and Solutions in Implementing CAPIs 09:37 Use Cases and Benefits of CAPIs 13:03 Getting Started with CAPIs: Tips and Recommendations 15:49 Conclusion and Further Resources

Send us a Text Message.In our latest Housed Summer Series episode we chat with Stephen Cleal, Customer Success Director, UCAS. With over 20 years of industry experience and having spent 11 years at UCAS, Steve brings a wealth of knowledge to the sector and heads up the Accommodation and Real Estate team as they continue to support students as they transition into higher education or apprenticeships and move away from home.Some of the topics we covered in this informative episode:

Joseph Jackson grew up in his family's farming operation in the Visalia area. Upon making the decision to downsize the family farming operation, Jackson took on an off-farm job as a Customer Success Director for Phytech. Jackson shares his perspective as someone who has implemented technology as a farmer, and someone who helps other farmers utilize technology. “As ag tech in general, we have made some amazing products, but these products need to be more affordable. They need to be more accessible. This is a stage where you have to be able to show real value.” - Joseph Jackson In Today's episode:Meet Joseph Jackson who serves as both a farmer and Customer Success Director for California with PhytechDiscover Jackson's thought processes for analyzing and utilizing farm technologyLearn about Joseph's experience with the Almond Leadership Program and his involvement with the Strategic Ag Innovation CommitteeThe Almond Journey Podcast is brought to you by the Almond Board of California. This show explores how growers, handlers, and other stakeholders are making things work in their operations to drive the almond industry forward. Host Tim Hammerich visits with leaders throughout the Central Valley of California and beyond who are finding innovative ways to improve their operations, connect with their communities, and advance the almond industry. ABC recognizes the diverse makeup of the California almond industry and values contributions offered by its growers, handlers, and allied industry members. However, the opinions, services and products discussed in existing and future podcast episodes are by no means an endorsement or recommendation from ABC. The Almond Journey podcast is not an appropriate venue to express opinions on national, state, local or industry politics. As a Federal Marketing Order, the Almond Board of California is prohibited from lobbying or advocating on legislative issues, as well as setting field and market prices.

Met het Pitch Podium willen wij luisteraars inspireren en motiveren om zelf ook met innovatie aan de slag te gaan. In deze nieuwe aflevering van het Pitch Podium hoor je innovatie partijen die hun pitch hebben gegeven op het iAsk Pitchontbijt hosted by Agidens in België.  Luister in deze editie naar: - De keynote door Philip de Keulenaer, CTO van Agidens. - Tomas Vanhaeren, Head of Sales van Radix - Jelle Swanenberg, COO van Smartflow - Thomas Meersseman, Managing Partner van The Grain - Sébastien Verhelst, Customer Success Director bij Timeseer.AI - Filip Popov, Digital Expert bij Wizata  

In this podcast, Patrice Bendon, Customer Success Director from Dun & Bradstreet, speaks with Euan Slack, Head of Spotlight at the UK Cabinet Office. They discuss the programme's origins, it's data-driven approach to streamlined due diligence in government grants, and the pivotal role of data innovation across government functions.

In this episode of SRA's "Risk Intel" podcast, industry experts Michael Glotz, CEO and Co-Founder of SRA, and Beth Watson, Customer Success Director, shared their insights on the benefits of risk maturity frameworks for both banks and regulators. Listen as they share the top 5 benefits you could receive from implementing a risk maturity framework at your institution. Follow us to stay in the know!

In the latest episode of our Identity Architects podcast, InfoSum's Customer Success Director, Amy Tranter, sat down with Margaret Jobling, CMO at NatWest, to discuss trust, privacy, value exchange, and more.---More information on InfoSum https://www.infosum.comInfoSum Case Studies: https://www.infosum.com/resources/library/case-studies---Subscribe to our newsletter: https://www.infosum.com/resources/insightsFollow us on LinkedIn: http://www.linkedin.com/company/infosumhqFollow us on Twitter: https://twitter.com/InfoSum

Reach Media Network has been around the digital signage ecosystem since 2005, and like many of the companies in this sector, its focus and strategy has evolved a lot based on customer needs and marketplace conditions. The Minneapolis-area company got its start as a place-based media network, putting screens in venues on its own dollar, and making that investment back through ad sales. As pretty much anyone who's done a Digital Out Of Home network will confirm, ad sales is hard work, no matter the environment and audience. Reach was generating real money from ad sales, but with a business focused first on screens in community ice hockey rinks, the network's growth potential was finite. For the last several years Reach has been going to market instead as an end-to-end digital signage solutions provider, building up a pile of clients in sectors like corporate and health care ... and realizing reliable, recurring revenues from SaaS licenses. Reach is seeing a lot of success, despite operating pretty quietly, by servicing the hell out of its customer base, and putting a lot of investment into software integrations. I spoke with CEO Darren Wercinski and Kiersten Gibson, the company's EVP for Sales and Marketing. Subscribe to this podcast: iTunes * Google Play * RSS TRANSCRIPT Darren and Kiersten, thank you for joining me. Can you give me the summary that you would rattle off when someone asked you what your company's all about?  Darren Wercinski: Sure. Thank you for having us on the podcast today. We're excited to finally get to talk to you and share a little bit more about Reach. We actually started in 2005 and I feel really old as I tell stories today, thinking about sort of the company in general, but right now we have over 6,000 clients, and we manage around 30,000 screens. We really run the gamut, from large Fortune 500 clients, we do signage for Hormel, Caterpillar, and a lot of the big companies that you might be familiar with on a lot of college campuses so Northwestern, UCLA, and USC are all of our partners, and then likewise, I guess we've expanded a lot in the healthcare and Mass General and just a lot of industries and verticals.  If you've been in the industry as long as we have, you definitely get customers for every vertical, but the company has about 50 team members right now, we actually have 10 open positions. So we're really growing and we tell this to a lot of our clients that we feel like we're in a sweet spot of just big enough to provide a robust digital signage solution with a budget that we can afford to invest in things, but at the same time, kinda that small focus on customer service and support. Quite honestly, we've been in the industry so long, we've seen lots of things change. Dave, especially you'd know companies have come and gone. Business models have changed. Our own business model has changed and evolved. There's been consolidation in the industry, but as a whole, it's been a lot of fun. It's been a really great ride.  So where do you start and stop in terms of your services? You've got a software platform. Do you do managed services, aftercare, or that sort of thing as well?  Darren Wercinski: We would consider ourselves a full-service solution and what I mean by that is there are some signage companies or CMSs, and that's really what we are, that really focus on just downloading the software and you're good to go and go off and running.  Ours is a little bit different because we do provide the end-to-end solution. So our clients may say, Hey, we want screens, players, the signage, we'll sell them all that and then in addition, we'll actually use install cords to get them up and running and trained. We'll use our own creative team to build all their layouts and assets and really get them up and running from that perspective, along with technical support that's unlimited and account managers help them along the way. That's the way we look at the business of providing that end-to-end solution, which is a little bit different than other people as well. Is that an ask that you're seeing quite a bit in the marketplace?  I get a sense and have for a few years now, that large companies are interested in digital science. They see the benefits and everything else, but they don't wanna fully manage it and they would really prefer to have an outsourced solution that says, “This is what we want, you guys to do it”? Darren Wercinski: I wouldn't say we're an outsource solution. I think that our tool is so easy to use in terms of our content management platform. We try to make it so that clients can easily go in there and update and publish their content. Really, at the end of the day, that's all they really wanna do. So that's why we build the layouts for them, all the integrations, everything, and they can come in and easily manage the content.  Kiersten, what are your thoughts on that? You deal most with the clients.  Kiersten Gibson: Yeah, I would say, it boils down to the service and what the client's looking for. As Darren said, we'll be as hands-on or hands-off as needed in terms of that implementation, getting them up and running, building out everything for them.  In terms of the ongoing managed services, we're not necessarily creating the day-to-day content for them, but we are providing them with the support that they need. So for example, six months down the road, they might have a rebrand, or they might have a whole new group of users, or maybe their content is going stale and they want to get some automated applications into the signage, just so then maybe there's safety messaging or health tips or something like that that we can really assist with and provide that automated content. So I would say it just runs the gamut of what the client's use case is and who they have managing it. I think that's one of the things we've learned, especially with these larger projects. If they don't have that from the beginning, it might be something that they implement in six months and that's where we come in. That's where that support continues to be unlimited and ongoing, and we provide that whole service solution.  Darren Wercinski: I would say that reaches a very hands-on customer focused, client-focused company. We are here to help them. We're here to be flexible with their needs and I think that's really been part of our secret sauce in terms of adding a lot of clients across many industries. Kiersten Gibson: Just the one thing to add to that, with really the shift from our business model, we are SaaS-based and that service at the end is really the thing that we focus on. As Darren said, it's the software, but it's also the service and we provide, both end-to-end solutions that way. Yeah, I was gonna say that I've certainly run into companies through the years, software companies that are very good at sales, but it falls apart in aftercare. They close the deal and they're onto the next one, and they're not really paying much attention to their clients and as a result, you see a lot of attrition, a lot of churn, where end users have a contract with one company for three years, and as soon as that contract is lapsing, they're moving to somebody else because they're not seeing the kind of service they want. Darren Wercinski: Yeah, I mean we love the fact that these companies keep getting bought up by private equity firms and the first thing they cut out is their support. Even though I know you got bought out by a private equity firm, our secret. I'm on our support team, so…  Darren Wercinski: But I mean that for us is good news because it's just that model, which is when consolidation happens, usually support is one of the things to go, and that's where we can differentiate ourselves against bigger competitors and say, listen, they might do some things. They might be bigger, but we're certainly gonna be better on the support side, and we've seen a lot of new customers come over from companies that have and industries that have been left out there and we've swooped in and one I can think of, we just took over Texas A&M from a competitor that was for a number of years and now it's a network of over 400 licenses and they seem really happy with the service and excited to keep expanding.  I'm curious about that one in particular. We don't have to dig into it very much and cause any trouble, but I'm curious when they're making a switch, it's more about service and that sort of thing, as opposed to price, which used to be, and I guess still in the case in some situations where the reason why people switch is that they just wanna trim their budget. Darren Wercinski: Yeah, and I definitely think that and I'll just say the names, I don't care, it doesn't matter. When we go do RFPs against Four Winds or AppSpace or even Spectrio to some degree, it does come down to price and we try to add both the value component and our software, the service component and the price component, we're certainly gonna be under those three in particular, and we try to bring that value equation and lots of references from our other partners who may have used those guys or others in the past, who say, Reach is a great option and they're a little bit less expensive and they frankly do a better job.  I've been aware of Reach for many years now. It's been a little bit confusing because there's a whole bunch of companies out there that use the term ‘reach' if they're associated with media in some way and of course, there's RMG Networks, which confuses things for me.  Darren Wercinski: We actually, at one time, this is very long ago, I think his name was Gary McGuire, correct me if I'm wrong, and so that's how long we've been around. And so we were actually working with Lifetime Fitness and Lifetime Fitness was both working with our Reach and Reach Media Network and RMG and we had even a legal at Lifetime Fitnesses send us each individual contract for the wrong company, so that's how confusing it was and stuff. So we've just been around a long time in space, but really in our roots and I think that's maybe where some people don't know as much about Reach or just our story.  So we actually started out with Mark Klein, my business partner, and co-founder, this was years and years ago, so I think in 2005, we were thinking about a business model that could really attract in sort of the youth sports space and so I was working at Best Buy Corporate at the time in the strategy group, the one thing I realized was going to be a real challenge for Best Buy was the price of Plasma screens, if you can think that far back were gonna collapse. They knew this capacity was coming on in China. We knew the cost of screens was going down and so a $3,000 screen for 50-inch plasma was gonna go to $250 in two years or whatever the number was.  I was thinking about that space. Mark really liked to use Sports space and we decided to actually go with an ad-based model where we would give, in this case, ice arenas, which are big in Minnesota, by the way, in Canada, as you know. We would provide them with the software and the technology that could show their locker rooms, and that was really their pain point because they used to have those white easel boards out that would show you like they'd write on them the locker room assignments. So we actually started and integrated with some software companies that would show the locker room assignments and we'd go out and sell basically local ads to really fund it and so that's how the company grew and grew. Outside of Minnesota and Canada and a little bit on the East coast ice arenas just aren't really that big of a deal, and that's how we started expanding into other verticals, really more fitness-centric, so YMCAs, community centers et cetera, and we grew this ad-based market, and if you know anything about ads, and I think you do, especially in the digital signage, ads are certainly not bought, they're sold and it is a very grinding business. You're cold calling, you're relying on reps to really mow some commission base to go out and sell every year. There's not a huge high renewal rate on ads renewing every year. So that means you're going back into these same locations and trying to resell ads, and I'd say Reach has been a startup twice. So we actually built that business model just through ads and I'll say we think we had about a network of about 500 screens at the time. We built it to about a 5 million local ad business, which in that space is pretty amazing. So I'm always indebted to our ad team who helped build that out. But really at that time, I could see the writing on the wall that, in terms of trying to scale that business, which is next to impossible and actually there were some other companies doing that as well, and about that time, we either got to the point that our good locations or ad locations, they didn't want ads, they just wanted to use our software, and they said, “Hey, we really love your software. We don't want the ads on the screen. Can we just pay you a fee?” And I started thinking, yeah, that sounds great because it's that recurring fee, and at other times, we had ad locations that were terrible and in a bad part of town, or we couldn't sell ads, so we went to them and said, listen, we're gonna close this thing down unless you want to pay a fee and they said, sure, we'd love to, and so we slowly started transitioning our business model and we started getting into more colleges and just using our entire application to solve many of the use cases that we still have today.  Do you do any digital out-of-home stuff now?   Darren Wercinski: We do a little bit just because I'm so damn loyal to all those reps who've helped build the company. So we do still have a little bit of that business, but primarily it's almost everything is geared toward software as a service. At one time, I'll say eight years ago for the platform we had about 20 reps, one IT guy, maybe one other support guy, and the rest were just grinding through ads, and so now we have almost 20 developers and IT people, we have a variety of different teams. Kiersten, you could probably tell me more about how the company's changed over those years.  Kiersten Gibson: Starting out with what Beer Pong lunches on Wednesdays with a group of 10 of us? Darren Wercinski: Those were the good days. Those were the fun days, Dave, where you could just relax at lunch and play some Beer Pong and sometimes the problem was a Beer Pong extended from lunch into the afternoon, into the evening. Kiersten Gibson: There's a lot more structure.  Darren Wercinski: No, there are maybe some good stories. Kiersten Gibson: Yeah, I was gonna say, definitely 10 years ago, that's when I started with the company, I sat next to our one developer. There was one support guy who also installed too. So we still installed the screens for these ad-based facilities, but, the one thing I would say, as Darren said, is we have 20 developers now from the one when I started, but then also just our customer success teams. We always knew that support obviously was a big component. We've always had at least one support person when the company started. But now we have just different customer success teams that we continue to build on. As Darren said, our install coordinators are more or fewer project managers for that implementation. We have an account management team, we have a support team, we have a design team. We're building our marketing. So one of the things that are really exciting, especially what I've been involved in, is not only expanding our clients but building our partnerships, not only with our hardware providers but some of our integrator partners. Like Darren was mentioning with the locker room schedules and everything, just really expanding on that because at the end of the day, building their confidence with us is only gonna help build our client portfolio as well. I found it interesting when you were talking about the locker room schedules, Darren.  Going back to the mid-2000s doing data integration like that, and that's fundamentally what it was, was pretty rare. You would see it in airports on departure screens and so on. But that was pretty much it. So you were doing what I call boring signage, but boring being a good term, going way, way back. Is that still a substantial amount of what you do? Darren Wercinski: The integrations are the key to our entire business, and that's how we also differentiate ourselves in terms of our integration. So it's a skillset and a capability that we built early on, and you're right, you have to think of a way that makes the signage actually useful to your end users and creates value to not only the people seeing your screens, but into the locations, and so they have something that people actually wanna see, and so in our case, our first hook was really around pulling and scheduling information, and we've expanded that into so many different areas. So our capabilities around the integrations are really key. And I know Dave, I've seen in some of your other podcasts, or you even mentioned a little bit about the way you think that some CMSs are too generic in nature and that they should be industry-focused, and I agree with you in one respect, but I think on the other, you have to have a capability that's really meaningful to clients over time, that actually does give you some stickiness and the other thing I was thinking about and why you don't know as much about Reach is I think we took a little bit different path in terms of our own marketing and how we grew a lot of our clients, whereas some other CMSs may have just focused on going to the sort of the industry trade shows, which we went to as well, we would go heavy into a vertical trade show.  So we would find a vertical we like, maybe it's churches or car washes, and we'd start hitting all these industry-specific shows. So we would be the only digital signage company that would be setting up a booth at these kinds of random verticals and it started to really grow because we'd be the only ones there, and you'd start to take on 10, 20, 40, 50 customers. So you develop some capabilities within these industries. So you'd become the car wash guy or you become the church guy, or you become this variety of verticals, and I think that really helped in our growth. Now that we've expanded with so many clients, we don't do quite as much of that anymore, but it's really the way in which we navigated our client growth and our go-to-market strategy.  Yeah, and I think that's really smart. I've written about that a few times, about companies that don't put all of their marketing eggs in the Infocom or the DSE basket. They show up at these weird little shows like airport technology or airport security conference. Yeah, and like you say, you're the one pretty girl at the dance.  Darren Wercinski: Yeah, it's made a huge difference in terms of that, and I think that kinda gets back to our support too. When you start to build these relationships and people refer you and you grow your market space there.  You mentioned, you're doing more work in hospitals and corporate, is that because you've focused on it, or is it just an area that seems to be growing? Darren Wercinski: Kiersten is our EVP of Sales and Marketing, and she is the one that's really talking to the customers and has the most insight. I'm just the one that watches the sales come in, and smiles at the end of the month, hopefully.  And yells at people if they don't come in! Darren Wercinski: Yeah, that's right. I do that. Thank you, Dave. I like that.  Kiersten Gibson: I would say in terms of hospitals and our corporate clients, it wasn't like we were going after that industry by any means. I always think of it as a use case. We could provide the same exact use case for a corporate company that we provide for a hospital, that we provide for education, and my examples always go back to say break rooms. So employee communications, it really doesn't matter which vertical you're in, that use case is pertinent to any type of industry.  I think with Covid, that's where we saw the biggest uptick in corporate and healthcare for us, Mass General was one of the biggest ones that came to us pre-Covid and really working with their Head of IT to build the network within Partners Healthcare, which that's what Mass Journal is a part of. So that's just one example. But in terms of our corporate and employee communications, where we really started seeing it taking off again, going back to those integrations, we really focused on the integrations that were most common amongst our entire client portfolio. So one example is Power BI. We were one of the first CMSs to build a Power BI app that was easily authenticated by pulling their reports and dashboards, we built a OneDrive integration. We built Zoom, WebEx, and Teams integration. So all these are small integrations that they don't have to pay extra for, they can easily do it themselves. That is something, I think that's where we saw our corporate footprint really start to grow. Darren Wercinski: The other thing that's funny about that, because I was on some of those calls, and I was thinking about the Power BI one in particular with the client and they're still our client, they've been with us for five or six years and they've grown quite a bit. We were on the call, and they said, can you do this? And I'm eyeing my Head of IT. His name is Nate Davis. He's outstanding, our chief technology officer, and Nate's always great cuz he says there is definitely a way we can build this, how much it's gonna cost and how much time it's gonna take might be a different thing. But we ended up building this and I committed to the customer at the time, we're gonna get this Power BI app built and we built it in, I'll say four weeks or whatever. But it's a great application and that's kind of the way in which we go to market in terms of if our clients are asking for something and we think we can build it for them and then, and obviously leverage it to other clients as well, that is certainly something we will do to help win some deals and show that flexibility and our willingness to partner with our clients over time. Is that why you have 20 developers? Because it seems like a lot of people for a relatively small company to be focused on development, but there's a lot of work to do those integrations, right?  Darren Wercinski: There is, but that is twofold. One, we have a goal of doubling our revenue in the next two, basically two years. So we feel like we're in a really good spot. We're really aggressive now in hiring people and coming out of Covid and realizing the success that we've had and we'll continue to have. We really wanna hit the accelerator. So I've been spending a ton of money on the team. We're doing a giant CMS rewrite that we're spending almost $2 million on and we're all in to try and take the company to the next level, and I don't even mind telling people this, because it's just part of our vision, a year ago we were at $5 million in recurring revenue and. We had a great year last year and we expect to be at $10 million by the end of 2024. So those are some big aspirational jumps, but that's what we're going for..  And how is this being funded? Is it just out of your own revenues, or are you docked?  Darren Wercinski: I guess I had some original investors. Thank you, mom, my uncle, and my cousins, but it's all been I just raised a little bit of seed money when I first started, this is 2005. We haven't raised money in, I don't know, 10 years, and I bought out a lot of the investors along the way. They literally put in $10,000-$20,000 bucks. It's a lot of money, but relatively speaking, it was small, but I've always focused on making money. So that's the one thing. I never wanted to be beholden to investors or banks or anybody else. I've never taken VC money because I had a vision for the company. I wanted to control it, and I was perfectly fine by the way, running on a path that was different from others, I was fine with incremental or continuous growth and making a profit at the same time and maybe that's why we didn't grow as fast as we could have because I had a budget and I stuck to it. But at the same time, I think it puts you in a much better position.  When you're scrappy all the time, it forces you to do different things, and I'm not saying Kiersten and the team would call me cheap, would you ? Don't answer that!  But I was very prudent, and I really wanted to invest in the things that I thought added the most were the most meaningful for our clients so support and, being flexible with them and trying to, provide free services, like creative and all these things that, that really add value over time. To answer your question, I think our paths have been a little bit different but certainly one, I won't go back on.  Are you getting the phone calls and the emails and, how are you doing from private equity and VC people?  Darren Wercinski: I do, but I don't respond, and it's been nonstop, and actually, so there are different stages in the SaaS company: if you can get to $1 million, you can grind out and do that. If you can get to the $2 to $3 million, that's a win, and when you get to $5 million, it's an interesting thing because private equity and some VCs, start to come hard because they like the model and it's working. They have a lot of cash available too, that's in the industry. So they're trying to make investments and do things. But for me, it was never really about the money or trying to sell. Obviously, we have had the company for almost 20 years, I love the employees. I love what we're doing. I think for me, resetting our goals of trying to double our revenue was really exciting because we also had to redo, we had to add staff. We're adding some new leadership right now in terms of a Customer Success Director to really manage the team and hopefully take our customer success to the next level, and so to me, the challenge is trying to grow that revenue and really redo things in a company and build in new processes that are gonna make us scalable to that $10 million bogey. Put it this way, I'm not gonna be sitting on a beach and Nova Scotia with you, Dave, counting all the cash that you made.  That's right. You wouldn't want to today anyways. It's snowing, although not as bad as it does in Minnesota. I was curious, about one thing you said where you are doing a complete software rewrite, and is that kind of a nod to web services and everything that's emerging with technology right now where you can't just continually build out something, traces back in some respects to 2005. I know a company in the UK that built their platform in I think 2015 and by 2019 or so, they said, you know what, we're tearing it up and we're gonna rebuild just because they could see all the new capabilities out there.  Darren Wercinski: There are two answers to your question. One is: we were getting customer feedback which may have been great by the way. Our NPS score is super and we love that stuff they give great feedback every time that we can really use, and some of it was: It's a little hard to use now. It's a little clunky. It's a little this thing. We love your stuff, and we really needed to just take a look at our c m s and make it easier to use the challenge. So going back when you try and please every customer, you end up building a lot of one-off stuff along the way, and all of a sudden you look at your application, and yeah it's robust, but it's not exactly intuitive because you have to do X, Y, and Z. And we built a lot of this stuff quickly to try and get those deals closed and build it out. So one first part was just, you know what? We need to refresh and reset and get more customer feedback and more UI and UX capabilities into our platform. So that was the trigger number one. The second was: the industry's changing too, by the way. It's not just signage on a screen anymore. You have to be able to reach people outside of your traditional office setting or facilities, and so we've spent more time trying to make our application flexible so people from home can see our digital signage on their computers through teams or through websites digital signage, or just a more flexible approach to meet people because they're not always coming into the office anymore. And the communications team still wants to reach people. We just wanna be a more flexible platform to do that.  Kiersten, do you have any additional thoughts on that? I know you talked to the clients quite a bit.  Kiersten Gibson: I was gonna say, going back to when I started too, one thing you might not know about me, Dave, but Darren hired me as our project manager for our mobile application that he thought was really gonna take off Darren Wercinski: You test and you'll learn, okay, Dave, you test and you learn and you evolve. I have no problem making mistakes, a lot of mistakes, and learning from them.  Kiersten Gibson: So learning how to code without having a degree in coding was very interesting. But we did it. But no, I would say, one thing I've learned over the years is, we tried to add on all these additional solutions. What we learned was we can't be everything to everyone and really focus on what we're good at, which again goes back to that digital signage. But we do have these additional solutions we still support. The mobile app still brings us a decent amount of revenue. So our mobile application that employees can download to view more information, it can be, again, going back to those fitness centers, maybe they're viewing schedules, things like that. But what we've really tried to push people towards is, like Darren said, the website digital signage, where it's say, embedded in their intranet.  So they can push the same messaging from their digital signage into the website. So remote employees can view the same messaging and it's right there too. So you're not expected to say it's a screensaver. It's not something that a particular employee can disable. It's something that they're forced to see because they have to go on their intranet every day. So I'd say that's what we've seen. It's just kind of an add-on to their digital signage network if you will.  Are you finding that the average customer is more equipped with knowing what they want and how they're going to use it than in the past when, I'm sure, 10 years ago the conversations you had were just explaining what the hell digital signage was and I assume now that they know exactly what it is and they know how they wanna use it?  Darren Wercinski: Yeah, if you think about it, I'll say even five years ago, we used to sell a hell of a lot more hardware in this all-in-one solution where we would sell them the screen, the media player, the installation, the mounts, we'd sell all because that's all they knew, and so over the last couple years, our hardware has gone way down, which is awesome because that's one industry we don't want to be in, and we're repurposing a lot of stuff. So we repurpose some competitors' players at times, we start to just sell more software and it's already set up as well where we're just replacing stuff that they have. I am also curious about AI and how that plays a role in future development, or does it?  Darren Wercinski: For us? Not really. I can't say that's been a question, I know there are other companies out there that actually do that. They may be more retail-centric or whatever. I wouldn't say retail's a huge industry for us because there are certain things that other companies do better than us. We have not spent any time really thinking about AI. We're really trying to focus on trying to expand our “reach” outside of the traditional office setting through those applications that Kiersten had just mentioned.  Yeah, I know all the AI stuff for digital science to date has been focused on computer vision, but I could imagine all kinds of capabilities around content production, smart scheduling, smart triggering, and all that sort of stuff down the road. But it's still just evolving right now.  Darren Wercinski: Yeah, and it's just a capability. As Kiersten mentioned, we can't be everything to everybody, and we're really trying sort of stick to that.  Reach has been notoriously famous for creating applications that were about 80% done, we would get them to work, but we never really got that full implementation, and communication out to the client. So that's actually the one thing that I changed last year in terms of the beginning of 2022, maybe it's all my fault, but it was a direction we set where we really were trying to always, and now it's like no, let's just hit the pause button, let's do things that are meaningful, let's say things that are purposeful that our clients are asking for, and that we can communicate back out. And so that was one of the big shifts that we made at the beginning of last year, and to get user feedback, we would build stuff sometimes with basically never talking to our clients or assuming what they wanted, and then it would sometimes be right but sometimes be wrong, and so we really hit the pause button and changed our strategy around real development, and that's also why I think we added seven developers last year and just changed some processes. As I said, these are big investments in space.  All right. This has been great. If people want to know more about your company, where do they find you online? Kiersten Gibson: Yeah, you can find us on our website. There is a contact us form that they can fill out to learn more. So our website is reachmedianetwork.com  As opposed to the four or five other Reach Medias that you'll find if you Google it?  Kiersten Gibson: Reach Media Network Digital signage. Darren Wercinski: You know what's funny? One last thing is we were actually BroadSign's second or third customer, just to give you a sense of how long we've actually been in the space. RIP Brian Deseo because I was sorry to hear that. But I remember working with Brian and they were actually out in Idaho at the time, that's how long ago it was. But I just thought about it, thinking about the company and our journey over the years to see Broadsign where they're at and where we're at. But we actually were the second or third customer way back in 2000.  Back in the day, yeah. All right. Thanks again for taking the time with me. Darren Wercinski: Appreciate it, Dave. We look forward to seeing you at your next party.  Kiersten Gibson: Thanks, Dave. 

Welcome to Her Ambitious Career, the personal branding and success podcast for ambitious corporate women who expect more from their careers.Today I am talking with Holly Stanton who is sharing her experience of what makes a strong manager by sharing key attributes of positive mentors and managers she has had throughout her career. We are talking :* Leading with empathy* Being direct, honest and inclusive * And taking a genuine interest in supporting your team members to achieve their own ambitions. Holly talks about her experience with an empathetic, supportive manager earlier in her career...A second mentor, who was inclusive, open and trusting and who would coach Holly when she needed support to solve her own challenges.A third mentor, at Salesforce, who created a psychologically safe environment for the team to thrive.And a fourth mentor who encouraged Holly to play to her strengths and ignore her perceived weaknesses.Career Advice from Holly:1. Get yourself a coach - "it helps you uncover who you are and what you want to achieve!"  (I had the privilege of coaching Holly over 15 years ago! Rebecca x)2. "Understand yourself, your strengths and others' strengths."3. Sometimes 'bad' managers can teach us a lot about how to become better managers ourselves.Holly says:"One of my terrible managers who micro-managed everyone [ironically] taught me the difference between 'contagious' and 'contained' managers, contagious being inspirational etc  when that wasn't our experience of that manager at all!" (Holly Stanton, guest on Her Ambitious Career podcast)*****Guest Bio:Holly has 20+ years experience in the technology industry, working for start-ups, global large-scale companies, and everything in-between. For the last 3 years, Holly has worked as a Customer Success Director for Salesforce, one of the largest SaaS companies worldwide.*****Host Bio:Rebecca Allen is a Career Success Coach for ambitious women looking to land dream career opportunities. She has worked over the last 10 years with clients from companies including ANZ Bank, Origin Energy, J.P. Morgan and Coca-Cola Amatil and loves getting those excited phone calls from clients saying they've been promoted, have negotiated a seismic pay rise or have moved into a role completely aligned with their mission, values and strengths. Find Rebecca: www.illuminategrowth.com.auWant a promotion? Get: 'The 7 Habits of Female Execs Who Get Promoted'> Book a free 15-minute Career Strategy Call> Connect on Linkedin> Join our facebook group 'Career Success for Ambitious Women'

Hans Kjellberg, Customer Success Director at Dear Lucy talks all things Pipedrive and Dear Lucy with Evolve Sales Director, Bruce Bignell. Dear Lucy helps sales teams and organizations make better decisions and grow faster by making core sales data available easily and effortlessly. Covering: - Introduction to Dear Lucy - Dear Lucy journey - How Dear Lucy integrates with Pipedrive - The roadmap for Dear Lucy - Top-tips for new users - Best-practices for advanced users Check out the Dear Lucy demo: https://youtu.be/I4Tftbm1k9s Get a 10 day free trial: https://signup.dearlucy.co/ Learn more about Dear Lucy: https://www.dearlucy.co/ Considering Pipedrive? Sign-up for a free 30-day trial here: https://www.pipedrive.com/?utm_content=copy_text&utm_medium=partners_program&utm_source=Evolve&utm_term=pdp-evolve Evolve are Pipedrive Elite Partners, helping our clients with implementation, consultancy, and training. Book a free Evolve consultation here: https://calendly.com/bruceatevolve/30min?month=2022-04 Our website: www.weevolvebusiness.com Discover more of the best Pipedrive apps for marketing automation: https://www.weevolvebusiness.com/best-pipedrive-apps/for-analytics --- Send in a voice message: https://anchor.fm/evolve-pipedrive-podcast/message

These podcasts are hosted by Morag Cuddeford-Jones and recorded with the latest cohort of the Practice Makes UnPerfect programme – a course that helps people find and finesse their public voices. In this episode, Customer Success Director at Scibids Charlotte Harvard discusses navigating your journey in a startup maze! 

In this week's episode, Kele has an informative conversation with Naomi Tucker, founder of Planners on Purpose. The company provides event planners with productivity tools and strategies, empowering them to avoid burnout and lead a more balanced life.Naomi Tucker, CMP, is a Customer Success Director at Meetings & Incentives Worldwide, Inc. and a Past President of MPI Wisconsin. She has more than twenty-five years of experience in managing meetings and events. Today, Naomi supports corporations with business strategies for their meetings management programs and empowers driven and ambitious event planners out of burnout and overwhelm and into being more confident, productive, and well-balanced planners. In the conversation, Naomi shares helpful habits and great resources to help you overcome burnout and have more productive days. She also discusses her leadership experience, how leaders must shape their vision to align with others, and how to accomplish that goal.In this episode, you'll hear more about:The importance of stepping away and preventing burnout and why it can be hard to do. Small strategies you can use every day to prevent burnout.Reframing your vision, so it aligns with your team or your manager.Leading where you are and how to lead up with respect.Three effective ways to be more productive.Naomi offers three great book recommendations: Atomic Habits by James Clear, Who Not How by Dan Sullivan with Dr. Benjamin Hardy and Free to Focus by Michael Hyatt.If you enjoyed this conversation with Naomi Tucker, subscribe to Communicate to Lead for more candid discussions with great leaders. You can also find the show notes at:https://thetailoredapproach.com/ctl-podcast/  Connect with Kele:Instagram: https://www.instagram.com/thetailoredapproach/ Website: https://thetailoredapproach.com 

Welcome to Her Ambitious Career, the personal branding and success podcast for ambitious corporate women who expect more from their careers.Here's an interesting definition of ADHD:"ADHD isn't actually an attention deficit problem - it's an attention consistency problem." Dr William Dodson...And in this episode (#42) my guest Holly Stanton, Customer Success Director for Salesforce, is generously sharing her insights and experiences of leading herself with ADHD.Holly is sharing her own personal story of being diagnosed with ADHD in her 40s and how that has positively impacted her. We discuss how ADHD has impacted Holly as a leaderHow getting diagnosed was a massive positive step for Holly and her careerThe value of having a supportive manager and environment when you have ADHDHolly says:"After formal diagnosis, you do a lot of reconciling of what's normal and what's not and what that label 'ADHD' means. But in the corporate environment I've had really supportive managers and I have felt fully supported. " (Holly Stanton, guest on Her Ambitious Career podcast)*****Guest Bio:Holly has 20+ years experience in the technology industry, working for start-ups, global large-scale companies, and everything in-between. For the last 3 years, Holly has worked as a Customer Success Director for Salesforce, one of the largest SaaS companies worldwide.*****Host Bio:Rebecca Allen is a Career Success Coach for ambitious women looking to land dream career opportunities. She has worked over the last 10 years with clients from companies including ANZ Bank, Origin Energy, J.P. Morgan and Coca-Cola Amatil and loves getting those excited phone calls from clients saying they've been promoted, have negotiated a seismic pay rise or have moved into a role completely aligned with their mission, values and strengths. Find Rebecca: www.illuminategrowth.com.auWant a promotion? Get: 'The 7 Habits of Female Execs Who Get Promoted'> Book a free 15-minute Career Strategy Call> Connect on Linkedin> Join our facebook group 'Career Success for Ambitious Women'

On this episode of Innovations in Leadership Kristen interviews Marco Carrubba, who is a Customer Success Director and has worked for Vodafone, VMWare and Microsoft. He was named a Top 100 Customer Success Strategist in 2021. Marco and Kristen will talk about how to cultivate and maintain a Growth Mindset in the customer success field.Don't forget to subscribe to stay up-to-date with Innovations in Leadership!

Retail media advertising is exploding and with the space evolving at near-lightening speed, it's hard for brands to keep pace of formats, tactics and placements opportunities. Listen to Ben Taylor, EMEA Head of Omni-channel Commerce at Publicis Commerce and Mandy Critchley, Customer Success Director at e.fundamentals, taking a deep dive into exactly what retail media is, how it has evolved and what tools and services are available to retain category leadership.

SummaryIt might seem kind of unusual to have an episode about Customer Success for our podcast, after all this is a podcast about creative production, not sales or SaaS or some of the other things you might think of when you hear the term Customer Success. But think about it like this. At the end of the day, customer success is really about asking the right questions, expectation setting, and continuous improvement. Being the person or team that asks “Why?” in order to determine what is the root cause and what is a symptom. Our Guest for this episode is Ryan Roberts, Customer Success Director, North America for Pixelz. We talk about all of these ideas, and we discuss how Customer Success connects with and overlaps other customer touch points, and what their ongoing role is in ensuring customers keep coming back. Key TakeawaysWhat is Customer Success? In the modern age of SaaS style companies, customer success is about retaining customers beyond the initial sale, and making sure that your service is adding value to your customers, and retaining them for the long term.Definitions of success can change from day to day. It's about priorities and expectations.In a service business, success is deeply personalized by the customer.The modern take on customer success was born out of the rise of Salesforce. Salesforce realized that without retention, continually adding customers would eventually reach a dead end.It's not exclusive to software or SaaS. Anyone contract based business should concern themselves with the success of their customers.You're always in a sales position with a company like this.Customer Success is also about remembering to remove the bandaids. Use root cause analysis to drill down and uncover the why, to understand the correct solution.The goal for a customer success manager at Pixelz is to figure out how things can be better for a customer.ResourcesPixelz FLOW EventPixelz.comRyan Roberts on LinkedInCustomer SuccessCreditsProduced by: Creative Force - creativeforce.ioEdited by: Calvin Lanz Sound - clsound.netHosted by: Daniel Jester - danieltjester.com

We travel across the pond again in our 2nd episode Season 7, all the way to Wisconsin, U.S.A, to meet the delightful founder of Planners on Purpose and Customer Success Director for Meetings and Incentives Worldwide, Naomi Tucker. With over 25 years industry experience and a passion for her peers' emotional and mental health and wellbeing, Naomi coaches ambitious and driven planner out of their burnout and overwhelm - a common issue in this high-pressure environment of events. Starting our straight from college at the Hyatt Regency, Naomi worked her way up to catering management, where she discovered her love for events. Moving into event planning took her all over the world, leading a team delivering around 2,000 events per year. This led her to her current role with Meetings and Incentives Worldwide, alongside founding her coaching business. A lifelong learner and advocate of active listening, hear how Naomi uses her experiences of working hard and playing hard to help and advise others in similar situations, encouraging them to make time for self-care so that they can continue to live their best life and enjoy everything that working in events has to offer - which, as we know, is a lot! Don't forget to check out our new weekly content on YouTube now too. Keep a track of all that's going on with the Podcast via;     www.theeventsinsight.com/  www.linkedin.com/company/the-events-insight-podcast/  www.instagram.com/the_eventsin/  twitter.com/The_EventsIn

Only a few years ago there was only one role in the customer success world, Customer Success Manager. But as things have evolved and success has become more specialized, a bunch of new roles have popped up in this space. To talk about how to navigate your career in the customer success world, we invited Rachel Provan, Customer Success Director at Doodle to join us. Rachel shares her views on specialization CS roles, the most common challenges her mentees face in companies and what is the future of CSMs. Is it true that they could be the next CEO's? Listen now to get a glimpse of the new expanding market of customer success and catch some tips on how to join it! Jump straight into: (00:55) - Who is Rachel Provan? Her role at Doodle and her favorite movie for rainy days - “What I really love about it is that the focus is not just on scheduling meetings, but really on owning your time and that's something that it's easy for us to lose during the pandemic.” (03:59) - An exciting time for new specialist roles in customer success - “People are finally starting to understand the value that it's not just about making your customers happy, it actually drives value and drives revenue.” (06:10) - Some advice for people starting out in this sector - “There are so many different paths to take and I think something that's really important to point out is that you're not limited just because you're not a generalist.” (08:39) - Some of the most common challenges for CS mentees in new companies - “It's rare to find companies that really understand customers' success and what it can do.” (13:40) - The path up the CS ladder - “It's important to show upper management the need for those roles, because a lot of the time you'll need them to be created for you, for them to even exist.” (16:37) - What kind of background should a CS have? - “Do the research and learn on your feet. If you're able to demonstrate that you know how to do the skill that they don't, which is customer success, I don't think it's much of a blocker.” (18:50) - Are CSMs the CEOs of the future? - “The most important thing is to make sure that you like what you're doing, that you're not just doing it because you can move up and have that be the end goal.“ Resources Connect with Rachel vía https://www.linkedin.com/in/rachelhprovan/ (LinkedIn) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf).

In this episode of the Next Exec podcast, Ashley sits down with Christa White, Vice President of Customer Success and Services at Protenus, a healthcare compliance analytics platform that empowers health systems to monitor patient privacy and drug diversion through artificial intelligence. Christa shares her journey to Customer Success, the importance of her role and a customer friendly view of the in depth analytics that build trust, uncover patient risk, and identity potential theft and misuse of controlled substances in healthcare organizations. Guest: Christa White is the VP, Customer Success and Services at Protenus. She has been a member of the Protenus team since October 2016. In her time at Protenus, she has grown the Customer Success division from a team of one to a team of six Customer Success Managers (CSMs) and six professional services consultants. Her role involves collaborating across the revenue, product, and technical operations teams to streamline and optimize the customer journey, and crafting meaningful customer relationship management initiatives. She is also the community manager for the Protenus PANDAS (People and Analytics) user group, which hosts quarterly webinars and an annual conference with over 250 compliance professionals at the top healthcare organizations across the country. Prior to Protenus, Christa gained experience in leadership, customer engagement, training, and support for software platforms. She spent eight years at Booz Allen Hamilton as a Senior Technologist. Her experience there ranged from managing a support/training team for thousands of global users to developing and delivering precision technical documentation for DoD clients. Christa holds an MBA from the combined University of Baltimore/Towson University program. She received her BS in Applied Mathematics with a minor in Economics from Loyola University Maryland.Host:Ashley McArthur-Dean is a Senior Consultant at Deloitte the Risk & Financial Advisory practice with a focus in Cyber Data Privacy. She has over ten years of experience in the healthcare industry including privacy monitoring, data governance and project execution. She has experience and knowledge in HIPAA Security and Privacy Rules, compliance, information security, data analytics, risk management and privacy regulations. She previously led the planning and execution of training, workflow, and operational readiness during mergers & acquisitions, supported enterprise-wide compliance and privacy initiatives including audit readiness, program maturity, and access / process controls. Ashley has provided services to clients in the commercial, healthcare, and life sciences industries.Ashley has the Project Management Professional (PMP) certification, is OneTrust Certified, and has her Masters in Business Administration.Support the show (https://www.ewf-usa.com/)

Today, guest Erica Bosse, Customer Success Director at Infused Innovations, joins me to chat all about why a customer success program is crucial for digital transformation. We also chat about how to implement a customer success program strategically and tactically for your clients.

In the latest edition of the podcast, HSE Network sits down with eDriving's Managing Director Andy Cuerden and their Customer Success Director for Europe Nick List.The podcast covers the dangers associated with the triple threat of Distraction, Speeding and Fatigue, which are all factors that could be putting drivers and commuters in your company at risk.Key takeaways:• Speeding, according to the World Health Organization, contributes to around 30% of road deaths in high-income countries and around 50% in some low and middle-income countries.• Fatigue is thought to contribute to around one in five car crashes• if we look at distraction, drivers using a mobile phone are around four times more likely to crashTogether with Global Road Safety Partnership, we've just launched a new Triple Threat campaign, which includes three dedicated resource centres on our website – one each for Speeding, Distraction and Fatigue. Each resource centre includes an infographic about that behaviour, as well as eBooks, webinars, articles and more.And, in support of UN Global Road Safety Week, which takes place 17-23 May, and is this year focused on speed, we are actually offering a free of charge speeding eLearning module for drivers, as well as hosting a website with Global Road Safety Partnership about managing speeding in the workplace. Details of both can be found in the Speeding Resource Centre at www.edriving.com. Linkedin here >>Twitter: https://twitter.com/Network_HSEFacebook: https://www.facebook.com/HSENetwork/Website: https://www.hse-network.com/   Support the show

Heute zu Gast im Mom@Work Podcast ist eine echte Karrierefrau und gleichzeitig Mama von 2 Kindern. Sie ist verheiratet und lebt mit ihrer Familie in München. Nach ihrem erfolgreich abgeschlossenen Jura Studium hat sie entschieden, dass die Arbeit als Anwältin nichts für sie ist und begann lieber ihre berufliche Laufbahn bei einem IT Start up. Dafür ist sie damals von Dortmund nach München gezogen. Sie fing an Karriere im Unternehmen zu machen und auch nachdem das Start up von einem sehr großen amerikanischen IT Konzern aufgekauft wurde, stieg sie weiter die Karriereleiter nach oben bis hin zur Vertriebsleiterin und zur Geschäftsstellenleiterin des Büros in München. Wie es dann dazu kam, dass sie in dieser Funktion mit Baby in der Trage Veranstaltungen leitete und Vorträge hielt, wird sie uns in der Folge erzählen. Aktuell arbeitet sie als Customer Success Director wieder bei einem IT Start up aus dem Silicon Valley. Sei gespannt auf ihre persönliche Work-Life-Balance Strategie.

Heute zu Gast im Mom@Work Podcast ist eine echte Karrierefrau und gleichzeitig Mama von 2 Kindern. Sie ist verheiratet und lebt mit ihrer Familie in München. Nach ihrem erfolgreich abgeschlossenen Jura Studium hat sie entschieden, dass die Arbeit als Anwältin nichts für sie ist und begann lieber ihre berufliche Laufbahn bei einem IT Start up. Dafür ist sie damals von Dortmund nach München gezogen. Sie fing an Karriere im Unternehmen zu machen und auch nachdem das Start up von einem sehr großen amerikanischen IT Konzern aufgekauft wurde, stieg sie weiter die Karriereleiter nach oben bis hin zur Vertriebsleiterin und zur Geschäftsstellenleiterin des Büros in München. Wie es dann dazu kam, dass sie in dieser Funktion mit Baby in der Trage Veranstaltungen leitete und Vorträge hielt, wird sie uns in der Folge erzählen. Aktuell arbeitet sie als Customer Success Director wieder bei einem IT Start up aus dem Silicon Valley. Sei gespannt auf ihre persönliche Work-Life-Balance Strategie.

Today's guest is Ayman Husain, Director of Customer Success, Intelligent Cloud & Digital Transformation at Microsoft in Houston, Texas. Ayman is a technologist, IT strategist, advisor and a cloud architect specializing in modern application design, infrastructure, and hyper-scale data center solutions. He excels as a keen business problem solver by leveraging innovative Azure solutions for AI, ML, IoT, Big Data and Hyper-Scale Computing. As the Customer Success Director for Microsoft’s South Region, Ayman manages a team of Cloud Solution Architects who lead and deliver digital transformation by leveraging Azure Cloud Solutions. He also serves as a Cloud Strategy Advisor and supports several regional Microsoft customer’s digital transformations and intelligent cloud journey. Enabling cloud adoption and reducing IT costs is how Ayman provides customer success and value. In the episode, Ayman will tell you about: Moving from a consulting background to joining Microsoft, How Microsoft are using data and technology to solve real-world problems, Interesting projects his team are working on, Moving towards the democratization of data, How data will continue to evolve within industry, and Exciting opportunities to combine your data and consulting skills

Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners. Having kids is certainly one of the most exciting and significant experiences of our lives, but in a world where “hard work” is praised, maternity and paternity leave policies and opportunities are not the same for everyone. In today’s episode, our host, Adam Joseph, sits down with a panel of  experienced guests to bring attention to this topic. Today’s episode guests are Aude Makk-Eberlin VP Customer Success for Emerging Accounts at Brandwatch, Violaine Yziquel, former Director & EMEA Customer Success Manager at Box, and Tom Collyer, Customer Success Director at Keystone Academic Solutions. With a baby on the way (if it’s not here by now), there are a lot of things that parents need to take care of already, so now add their own careers in the mix. How do parents even manage the pressure of parenting while still delivering in their vocations? It may sound overwhelming, but it is possible, especially when they are given the support they need. In today’s episode, our host and guests share their experiences and tips to better navigate the arrival of a new member of the family from a professional perspective. From the preparation of an extended leave, to the reincorporation into their workplace, this episode contains crucial information not only for expecting new parents, but also for companies to better support their employees during one of the important events of their collaborators’ lives.  Jump straight into: (01:29) - A brief introduction of our panel’s maternity and paternity leave experiences, and their musical legacy for their children. (07:17) - Anticipation is key: how to carefully prepare for an extended leave - “I started planning probably 2 months before my last day. Try to plan as early as possible.” (13:47) - Should parents let go of the business side of their lives to focus on their newborns? - “The first four months I only scanned through my emails, doing some clean up and keeping some unread, but I was focusing on my child first.”  (17:12) - On managing the pressure and mental health struggles of coming back to work - “It’s not about a loss of confidence, but about if you’re physically and mentally ready to go back.” (20:19) - The importance of creating truly supportive environments for new parents - “Everytime I had a call it started with ‘So, how is your son?’. They were all about being caring and having an honest conversation with me.” (23:02) - Life shouldn’t be a juggle: how to find balance between work and parenting - “It is pretty hard to find a balance, but I always try and prioritize family first.” Resources Connect with https://www.linkedin.com/in/aude-makk-eberlin-a244b824/ (Aude) via LinkedIn Connect with https://www.linkedin.com/in/violaineyziquel/ (Violaine) via LinkedIn Connect with https://www.linkedin.com/in/tomcollyer/ (Tom) via LinkedIn Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf). StudioPod also offers an AirBnB Experience, where you can learn how to podcast; to learn more or to book one of our amazing courses, go to https://studiopodsf.com/courses (https://studiopodsf.com/courses).

Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners. COVID19 brought enormous changes to our previously “normal” life. How we used to go to work, hang out with family and friends, and our lifestyles in general, have been abruptly interrupted. Will we ever have the lives we used to before the health crisis? Possibly (and hopefully) not. Not everything is around uncertainty though, since the pandemic has brought the awareness and prioritization of mental health for working teams all over the world. In this episode, our host, Adam Joseph, continues the conversation around the importance of mental health, as he is joined by a nurtured panel of professionals and advocates for this topic. In today’s discussion, we’ll listen to the thoughts and opinions of Rick Adams, founder and CEO at PracticalCSM, Anthony Wilkey, Customer Success Director at Degreed, Ross Paterson, cofounder of Betterly.org, Jung Kim, Customer Success Director at NeuroFlow and yoga teacher at E-RYT 500, and Vicki Pope, Client Success Team Leader at Unmind.  During lockdown, it is much easier for both employers and employees to engage in people pleasing attitudes and overwork, but it’s also crucial for everyone to learn how to take a break and understand there will always be things that are more important than work. Listen to this episode to know how organizations and employees can guide their teams into creating a much more empathic and mental health driven atmosphere. You’ll learn how this crisis may have long term beneficial impacts in the working models, and how we can all be part of a more flexible, empathic and humane normality. Jump straight into: (01:29) - A light hearted introduction of our panel, their backgrounds and their involvement with mental health. (12:03) - Understanding the definition of stress and its impact on our body - “ It is automatic and unconscious, it’s not in our control. People seem to feel guilty when they feel stressed, but it is a natural reaction.”  (15:17) - The trends around management and mental health throughout the COVID19 crisis - “People are having more valuable discussions with the customers, because the world is kind of united under a common goal right now.”  (18:35) - How COVID19 has raised awareness and strengthened connections between people and their loved ones - “It’s unfortunate that it takes a pandemic for people to really set up and start thinking about mental health, but that’s what has happened.” (19:57) - What everybody can learn from yoga to become better in their careers and personal development - “When you have awareness of something, then you can make the steps to go towards alignment.” (22:37) - How can organizations help their teams to thrive during uncertain times? - “The emphasis on the team, rather than the individual, I think it’s really important.”  (28:45) - What can you do if you’re feeling stressed and overwhelmed? - “Don’t expect to become a superhero in terms of managing and coping with the challenges that we’re presented with, but think about how you can find ways to be better than you were yesterday.” Resources Connect with https://www.linkedin.com/in/rickadams01/?originalSubdomain=ie (Rick) through LinkedIn Connect with https://www.linkedin.com/in/anthonywilkey/ (Anthony) through LinkedIn Connect with https://www.linkedin.com/in/patersonross/ (Ross) through LinkedIn Connect with https://www.linkedin.com/in/jungkim121/ (Jung) through LinkedIn Connect with https://www.linkedin.com/in/vicki-pope-9bb81982/ (Vicki) through LinkedIn https://betterly.org/contact-us (Betterly.org ) https://degreed.com/pathway/492n1q63p2 (https://degreed.com/pathway/492n1q63p2) This publicly accessible pathway helps leaders in Human Resources and Learning & Development create the culture needed for...

In the twenty-seventh episode, Rachel Stephenson Sheff and Jasmine Awad dive into the world of corporate impact with Katy Goodrich, Customer Success Director and Social Impact Team Lead at Adobe UK. Adobe, of course, is the American multinational computer software company responsible for Photoshop, InDesign, Premiere and Illustrator, among many other things. Adobe gives back in several different ways, and Katy provides an illuminating behind-the-scenes view into Adobe's impactful approach. On the show, we explore shared-value partnerships, employee volunteering and the dos and don'ts of partnership working - debunking the many misconceptions around corporate fundraising for charities of all sizes. P.S. Have any burning questions for a future What Donors Want guest? Submit them here and you’ll get a shout out on air! https://bit.ly/3cLYGea

Esau Sanchez-Diaz is a Customer Success Director at Salesforce, and he is interviewing Amelia Winger-Bearskin, a developer evangelist at Contentful. Amelia Winger-Bearskin is a member of the Seneca-Cayuga Nation of Oklahoma Deer Clan. She has been making art with computers for decades, starting with a Commodore 64 her father brought home one day. Amelia's work often examines the relationship between tech and her native roots. One such example is in her tribe's use of Wampum, which is a sort of contract recording all the activity between two nations. A wampum is comprised of beads of different colors which signal when and between whom an event. As a wampum can span many decades, Amelia relates it to something like the blockchain. Each transaction that occurs on the blockchain is immutable, and since it cannot be tampered with, a history of the movement of data is recorded for all participants. Some of her projects, like the 3D Beadwork, are just a natural 21st century extension of traditional artisan practices. Through her work, Amelia has been able to build a large cohort with other indigenous people in tech. In order to amplify their visibility, she runs a podcast called Wampum.Codes about the projects they are building. Mentorship is an important topic for Amelia. She's worked as a professor of animation, and is helping to show the newer generation that a career in the tech industry is possible. Her job as a developer evangelist has helped her hone the necessary skills of meeting strangers and finding common bonds with them. She views her outside mentorship as opportunities to transfer the knowledge she's gained in the industry and to become a good community member. Links from this episode wampum.codes is Amelia's podcast interviewing native and indigenous people making cool things with new technologies The Co-Creation Studio at MIT Open Documentary Lab researches and incubates alternatives to a singular authorial vision, through a constellation of media methods AISES is a national, nonprofit organization focused on substantially increasing the representation of indigenous peoples of North America in STEM studies and careers Sundance Institute is a nonprofit organization dedicated to the discovery and development of independent artists and audiences

During the quarantine situation, our family has been watching all the Marvel movies in chronological order. We just watched The Avengers: Age of Ultron. So the whole robots-coming-to-life thing is very real. It's real at Blue Prism, too, but fortunately, not as scary.   The lesson works, though: When automation becomes fundamental to your business, you have to govern it well. That's why we set up a Center of Excellence.   On this episode of Generation Digital Workforce, Emma Kirby-Kidd, Customer Success Director, and Matt Juden-Bloomfield, Head of RPA at Blue Prism, discuss the lessons they've learned leading a Center of Excellence.   Here's what we talked with Emma and Matt about: * What is a Center of Excellence?* The journey Blue Prism has taken and why the Center of Excellence was pivotal* Advice for setting up and growing a Center of Excellence* How to take a Center of Excellence to the next level* Specific cases where the Center of Excellence has benefitted Blue Prism   To ensure that you never miss an episode of Generation Digital Workforce, be sure to subscribe! 

Development and QA teams face a lot of pressure to release faster and more frequently. With the economic downturn that has followed the corona crisis, the pressure to do more with less has only increased. What's more, maintenance burdens, developer dependencies, and time restraints create even more bottlenecks and slow down the release cycle. So how can we do regression testing faster while ensuring quality? Praveen Kumar, LEAPWORK’s Customer Success Director, answers this question in this episode.

One of the fastest growing artificial intelligence industry segments is Robotic Process Automation (RPA). RPAs are little applications or bots that automate mundane tasks and activities, freeing people up to address more interesting tasks. One company that is graduating from being a startup is UiPath, who makes robots so people don’t have to be robots. In this episode we meet Axel Schneider of UiPath who talks about automation, RPAs, and helping companies overcome the fears of automation.Axel is a private pilot, option trader, automator, gadget lover, and the Customer Success Director at UiPath. His love of automation and computers dates back to his purchase of a Commodore 64. My favorite quotes from Axel:“The majority of RPA tasks are drag and drop.”“Citizen development is a big thing with RPAs.”“You need to look very carefully for the use cases you automate.”How to reach and stay connected with Axel:LinkedIn: Axel SchneiderTwitter: https://twitter.com/axelinmelbourneWeb Site: https://www.uipath.com About PPQC:Process and Product Quality Consulting (PPQC) helps global executives tackle complex corporate challenges.To learn more about PPQC, visit www.ppqc.netSupport the show (https://ppqc.net)

In this episode, Kristen talks to Anne Liiri, the Customer Success Director for Vainu. Vainu has offices around the globe, and Anne is based in Helsinki, Finland. Since Vainu is in the AI and data field, Anne explains how CS teams should look beyond the health score to other sets of data that can help them serve their customers more effectively.

In this episode of Business Systems Explored we speak to Aaron Lapierre, the Customer Success Director at the bespoke App develop company Double Dutch. Aaron breaks down the Customer Success process Double Dutch uses to create an amazing customer experience, ensuring that they get the most out of their products and services.