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In this episode of the Revenue Builders Podcast, hosts John McMahon and John Kaplan are joined by Tony Marino, a senior advisor and executive coach with a storied career as CHRO for major global companies like Fiserv. The discussion revolves around the critical aspects of corporate leadership, the parallels between athletics and business, and the importance of maintaining physical and mental well-being for optimal performance. Marino introduces the concept of 'five-tool players' in a corporate context, emphasizing the need for well-rounded leaders proficient in six key areas: financial and business acumen, client focus, people and team leadership, risk and controls, operational excellence, and innovation. The episode also covers practical strategies for establishing priorities, key lessons from transformative sales effectiveness initiatives, and the impact of habits and routines on leadership success.ADDITIONAL RESOURCESLearn more about Anthony Marino:https://www.linkedin.com/in/anthony-s-marino-94a6476/Read Force Management's Guide to Embedding AI In Your B2B Sales Organization: https://hubs.li/Q03ldrzD0Download the CRO Strategy Checklist: https://hubs.li/Q03f8LmX0Enjoying the podcast? Sign up to receive new episodes straight to your inbox: https://hubs.li/Q02R10xHERE ARE SOME KEY SECTIONS TO CHECK OUT[00:01:59] Corporate Athlete: Balancing Leadership and Well-being[00:04:13] Transferable Lessons from Athletics to Business[00:06:31] The Importance of Physical and Mental Health for Leaders[00:09:56] Setting and Achieving Goals: The 6% Club[00:12:34] Prioritizing and Managing Time Effectively[00:28:11] Real-life Examples and Practical Advice[00:33:54] The Importance of Operating Rhythm in Corporations[00:35:43] Predictable Management Routines for Leaders[00:38:18] Understanding the Concept of Five Tool Players[00:40:17] Six Key Traits of Successful Leaders[00:47:49] The Role of Feedback and Coachability[00:51:07] Identifying Team Archetypes[00:59:36] The Impact of Sales Effectiveness on Company SuccessHIGHLIGHT QUOTES"The greatest leaders are well-rounded, like five tool players.""If you don't take care of yourself, you lose perspective.""The best leaders I've ever met are self-aware.""Every leader should evaluate all the activities on their desk regularly to ensure they are adding value.""Sales productivity should be the number one metric for any company."
The key to scaling value-based care lies in a digital-first, data-first approach that prioritizes human-centricity. In this episode, Pranam Ben, Founder and CEO of The Garage, explores how his organization is transforming healthcare through value-based care and a digital-first, data-first approach. He explains how their platform integrates diverse data sources, social, lifestyle, and genetic, to provide a comprehensive view of patient health. Pranam discusses emerging trends like AI copilots, machine learning, and natural language processing, which simplify user experiences. He also shares real-world examples of how The Garage's approach has led to cost savings, improved quality scores, and fraud detection. Tune in and learn how a digital-first, data-first approach can transform healthcare and drive better outcomes! Resources: Connect with and follow Pranam Ben on LinkedIn. Learn more about The Garage on their LinkedIn and website.
He built India's first data centre when the term didn't even exist. Today, he's powering the AI revolution.In this special episode of The Core Report Special Edition, Govindraj Ethiraj speaks with Sharad Sanghi, founder of NetMagic and CEO of NEYSA, about the evolution of India's data centre industry — from server closets in the early 2000s to AI-powered hyperscale campuses today.What you'll learn in this episode:1. How India's first data centre was built2. Why Mumbai is the data centre capital of India3. The pivotal role of banks, hyperscalers, and AI in industry growth4. How power, fibre, and cooling define modern data centres5. Sharad's vision for democratizing AI with NEYSAA must-watch for anyone interested in tech infrastructure, enterprise IT, AI adoption, and the future of cloud services in India.Listeners! We await your feedback....The Core and The Core Report is ad supported and FREE for all readers and listeners. Write in to shiva@thecore.in for sponsorships and brand studio requirementsFor more of our coverage check out thecore.inJoin and Interact anonymously on our whatsapp channelSubscribe to our NewsletterFollow us on:Twitter | Instagram | Facebook | Linkedin | Youtube
What's up everyone, today we have the pleasure of sitting down with Ana Mourão, CRM, Customer Data and CDP Advisor.About AnaAna started her career in the financial services sector before moving to field marketing and ecomm partnershipsShe then spent 5 years as a Marketing leader at 3MShe created the Experimental Marketer framework to help marketers take ownership of martech Today Ana is CRM, Customer Data and CDP Advisor working with Fortune 500 customers advising on data architecture, digital engagement and customer journeysMartech Leaders Must Become Systems ArchitectsIn theory, we all understand that martech has the potential to shape customer experiences, transform internal processes, and drive business growth. But mastering individual tools offers limited value. Ana's experimental marketer framework proposes an interesting ideat: martech professionals must evolve into systems architects who orchestrate intricate technological ecosystems while maintaining laser focus on business outcomes.The framework, born from Ana's battlefield experience, advocates for marketers to embrace technology as a force multiplier. You already understand how martech drives conversions and engagement. Now imagine wielding that same power to revolutionize marketing operations, break down departmental barriers, and create seamless workflows that amplify team performance. This systems-level thinking separates strategic leaders from tactical operators.Marketing technologists possess unique insights into customer engagement processes, campaign execution, and performance optimization. The framework pushes you to leverage this knowledge beyond traditional boundaries. Step into cross-functional conversations with authority. Guide IT and operations teams toward solutions that serve marketing's mission while improving organizational efficiency. Your perspective proves invaluable in bridging the gap between technical capabilities and business objectives.Consider the ripple effects of your technology decisions. Each tool implementation, integration choice, and process automation creates waves that impact multiple teams and workflows. By viewing martech as an interconnected system rather than isolated solutions, you'll spot optimization opportunities invisible to those stuck in departmental silos. This elevated perspective transforms you from a tool specialist into a strategic architect of marketing operations.Some practical applications Ana recommends:Map your martech ecosystem to identify connection points and dependenciesDocument cross-functional workflows to pinpoint friction and improvement opportunities Facilitate regular discussions between marketing, IT, and ops teamsEvaluate new tools based on their system-wide impact, not just feature listsBuild processes that scale across teams and technologiesKey takeaway: The future demands marketing technologists who think in systems, not silos. Build your strategic value by understanding how technologies interconnect, impact multiple stakeholders, and drive both customer engagement and operational excellence. Your ability to architect comprehensive solutions while maintaining big-picture perspective will determine your success in this increasingly complex landscape.Lessons from Stanley Black & Decker's Data TemplateMarketing technology demands ruthless precision in system design. When tools operate in isolation, data fragments and teams falter. Ana examines how Stanley Black & Decker, the world's largest industrial tool company, architected a unified martech ecosystem that transformed scattered tools into an integrated engine of market intelligence.Strategic Foundation & Business ContextMost B2B companies operate with dangerous blind spots between their distribution channels and end users. Ana shares how Stanley Black & Decker dismantled these barriers by architecting an integrated martech system across emerging markets. Their goal transcended basic data collection; they sought to reshape product development and go-to-market strategies through direct end-user intelligence.The system's strategic architecture spanned Latin America, Asia, Middle East, and Africa, deliberately excluding mature markets to focus on high-growth regions. This geographic scope demanded sophisticated balance between centralized control and local market agility. Rather than imposing rigid global templates, the architecture provided regional teams with dynamic frameworks for market-specific adaptation while maintaining brand integrity.Local empowerment emerged through granular control mechanisms. Teams gained the ability to modify email templates, adjust campaign elements, and launch market-specific promotions without technical dependencies. This operational autonomy accelerated time-to-market while reducing vendor reliance. A promotion in the Philippines could launch within hours instead of weeks, using pre-approved templates that maintained brand standards while accommodating local market conditions.The Tech Stack Evolution and Adding a CDPMarketing automation tools give your stack lightning-fast reflexes. They'll send emails, trigger workflows, and chase leads across channels with robotic precision. But Ana's work with Stanley Black & Decker exposed an uncomfortable truth: pure automation creates mindless action without strategic intelligence. You need a brain, not just a nervous system.The team's marketing automation platform fired off messages like clockwork. Yet it remained blind to the deeper patterns hiding in plain sight. User behaviors painted intricate stories: Anna gravitating toward e-commerce content while ignoring product launches, segments showing distinct engagement rhythms across markets. These crucial signals vanished into the void between automation triggers.The Customer Data Platform (CDP) entered as the cognitive center, not another mechanical add-on. This neural hub absorbed data streams from every market, brand, and channel. It learned to recognize behavior patterns, predict engagement paths, and surface hidden user affinities. The stack evolved from a collection of reflexes into an intelligent system capable of adapting to market-specific needs while maintaining coherent user understanding.Data Governance Through a Data TemplateData governance rarely sparks joy. Yet Ana's work at Stanley Black & Decker proved that operational elegance hides in unexpected places. A data template, speaking the CDP's native language, transformed scattered global operations into a synchronized intelligence network without strangling regional teams in process.The system worked through elegant behavioral design, not brute-force mandates. Forms matching the template's structure flowed seamlessly into unified customer profiles within 36 hours. Non-compliant data languished in digital limbo, requiring manual resurrection through tedious cross-departmental coordination. This natural selection pressure rapidly evolved team behavior from template resistance to passionate advocacy.Market dynamics morphed at quantum speed. Regional teams caught form errors before deployment. Landing pages multiplied perfectly across continents. Data streamed automatically into unified profiles while teams slept. New requirements integrated organically without breaking existing flows. Most critically, cross-market performance comparison transformed from weeks of reconciliation hell into instant insight generation.The template's adaptive properties challenged conventional governance wisdom. It maintained rigid standards while enabling local flexibility....
As we wrap up the prospecting masterclass series, three top experts in the field joined us to deliver the finest techniques for cold email, social selling, and cold calling that will drive higher conversion rates.They shared everything from email structure and personalization to social media DMs and video messaging, to cold call openings and objection responses, and all that happens in between.Learn all the best strategies for improving your outreach game, and crush your 2025 goals.You'll Learn:Why some outreach fails (and how to fix it)Which channels work best for your goals and where to focus your efforts firstData-driven strategies for higher conversion ratesThe Speakers: James Buckley, Jason Bay, Armand Farrokh and Nick CegelskiIf you want to catch The Daily Sales Show live, join hereFollow Sell Better to get the latest actionable tactics from sales pros at the top of their gameExplore our YouTube ChannelThank you to our sponsors: Gong and Seamless.AILooking to up your sales skills?Sales Training for YOU: Use code SELLBETTER to save $200 off your yearly membershipSales Training for your TEAM
In this episode of Bridges to Excellence, host Desmond Nicholson interviews Damian Tanenbaum, a seasoned leader in the payments and fintech industry. Damian shares his incredible journey being of humble beginning from Brooklyn, New York to becoming the Chief Customer Officer at One Inc. He recounts his career milestones at giants like First Data, Heartland Payments, TSYS, and Ingenico, along with his entrepreneurial ventures and his passion for martial arts. The conversation dives deep into his leadership philosophy, the role of data analytics and AI in customer experience, and the importance of balancing professional and personal life. Damian also discusses his foray into acting and the lessons he's learned along the way, offering actionable takeaways for anyone aspiring to excel in their career.00:00 Introduction to Bridges to Excellence00:35 Meet Damian Tannenbaum04:20 Damian's Early Life and Career Beginnings08:43 Climbing the Corporate Ladder11:45 Venturing into the Philippines14:08 Heartland Payment Systems and Beyond15:15 Joining Fifth Third and Pivotal Payments16:48 Cayenne and the TSYS Acquisition20:11 Navigating Global Payments and BJJ Link21:32 Engenico and the COVID Challenge23:29 Consulting and Joining One Inc.29:50 The Role of Data Analytics and AI30:38 Leveraging AI in Customer Experience32:01 The Role of AI in Call Centers33:00 Transition to Personal Passions36:25 From Martial Arts to Acting38:06 The Journey of a Martial Artist43:13 Leadership and Mentorship Insights45:36 Balancing Work and Life49:41 Advice for Beginners and Companies58:14 Future Endeavors and Final Thoughts
Kevin Novak founded the AI-focused VC firm Rackhouse Ventures in 2021 after a decade of trailblazing leadership roles in data science. He works closely with the founders of the AI-native startups he backs, giving him a bird's eye view of how they're leveraging AI to reinvent business. He joined the WorkLab podcast to share some of his learnings, as well as insights about the promise of AI agents, how AI is transforming what we'll be able to do with our data, and the perils of how we think about the future. WorkLab Subscribe to the WorkLab newsletter Microsoft Podcasts – Stay connected, informed, and entertained with original podcasts from Microsoft
Jason Covitz, the Vice President of Commercial Finance at Covetrus, possesses a wide range of expertise including CFO, Business Growth, Value-Based Pricing, Sales Effectiveness, and Product Management, among others. In this episode, Jason shares competitive pricing strategies, emphasizing the importance of understanding both inherent and relative value when comparing products to competitors. He shares practical methods for gathering competitive pricing intelligence and highlights the need for combining analytical and creative thinking in pricing. Why you have to check out today's podcast: Gain valuable insights into how to approach value-based pricing, understand competitor comparisons, and leverage features to maximize your product's value Discover valuable methods for gathering competitive pricing intelligence and innovative techniques to help you make informed pricing decisions Learn to "ruthlessly prioritize" tasks based on their potential value to help you effectively focus your efforts and achieve significant business results "Keep digging. Get your teams comfortable with learning. Be inquisitive, poke around, turn on the lights, and hopefully you find large piles of money." - Jason Covitz Topics Covered: 02:11 - What led Jason into pricing 03:17 - Discussing how analytics at Capital One included evaluating factors like the cost of repossessing a car and its post-repossession value 05:01 - Explaining the difference between a private equity (PE) owned company and a public company 07:32 - Advocating for a detailed feature-level competitor comparison 10:45 - Think about ROI conversation 11:45 - The challenge of determining competitor pricing for value-based pricing 16:16 - Discussing strategies for competitive pricing and understanding relative value 20:50 - Important thoughts on the use of conjoint analysis in B2B versus B2C contexts 22:40 - Talking about the blend of skills required in pricing, noting that it's not about pure numbers 23:44 - Jason's best pricing advice Key Takeaways: "Competitive intelligence from pricing --- people are like, well, I'm just going to ask them what the number is. Well, the number by itself doesn't stand alone; you got to bring the whole story to the conversation in that case." - Jason Covitz People/Resources Mentioned: Capital One: https://www.capitalone.com First Data: https://www.first-datacorp.com Covetrus: https://covetrus.com/ Connect with Jason Covitz: LinkedIn: https://www.linkedin.com/in/jcovitz/ Email: jascovitz@gmail.com Connect with Mark Stiving: LinkedIn: https://www.linkedin.com/in/stiving/ Email: mark@impactpricing.com
I recently had the incredible opportunity to sit down with Diane Faro, a true trailblazer in the payments and Fintech world and the CEO of Savify. Diane's journey through the financial services industry spans an awe-inspiring five decades, showcasing her exceptional leadership and visionary strategies.In this episode, Diane opens up about her extensive corporate leadership roles, including her time as CEO of Chase Merchant Services and President of Global Merchant Services at First Data. She shares candid insights from her tenure as CEO of JetPay Corporation, where her strategic guidance along with her colleagues led to the landmark acquisition by NCR Corp in 2018. This pivotal move solidified NCR's standing as a global leader in Point of Sale software for the retail and hospitality sectors.We dive deep into the strategies Diane employed to position JetPay for its successful sale. We also explore her significant contributions to key industry associations. As the past president of the Electronic Transaction Association (ETA) and co-founder of Women Networking in Electronic Transactions (now PayTech Women), Diane has been a driving force in shaping the industry.Diane's numerous awards and accolades, including her induction into the inaugural 2018 Electronic Transactions Association Hall of Fame and the Women in Payments Distinguished Professional Award, underscore her profound impact on the financial services landscape.Join us for this inspiring conversation as we uncover Diane's extraordinary journey and share actionable takeaways that can propel your career in payments & Fintech.Cheers!Company: https://Savify.coPhone: 877-712-7229
Dylan Gaines boasts over 23 years of experience in Payment Processing, beginning his journey as a sales representative for UMS Banking. Initially tasked with managing all Citibank Branches from North Hollywood to Downtown, totaling 30 branches, Dylan handled all leads and sales responsibilities with finesse. Following Citibank's acquisition by First Data, he spearheaded the creation of a groundbreaking division within UMZS Banking, earning a promotion to VP National Business Development. In his elevated role, Dylan focused on forging new referral partnerships, particularly in the realm of E-commerce merchants. Collaborating with web designers, developers, internet marketers, and financial consultants, he capitalized on networking opportunities at conventions and conferences. These efforts resulted in the generation of millions of dollars in processing for UMS Banking. In 2009, Dylan co-founded International Payment Solutions with a vision to address the challenges faced by E-commerce merchants dealing with chargebacks and refunds. Recognizing a lack of understanding among merchants regarding the factors contributing to these issues, Dylan and his partner Chris committed themselves to educating and consulting clients on chargeback reduction strategies. Their dedication to guiding businesses through chargeback challenges earned them a reputation for caring and effective solutions. Building strong banking relationships enabled International Payment Solutions to onboard merchants facing processing challenges, including those unfairly placed on monitoring programs or MATCH lists. Dylan's expertise led to partnerships with prominent Mastermind Groups and speaking engagements at conferences like Traffic and Conversion and Affiliate Summit, where he shared insights on fraud prevention and chargeback reduction. Dylan's contributions to the E-commerce space have solidified his status as an opinion leader, leading to features in CEO Life magazine and an upcoming book titled "The Pitfalls of Payment Processing," to be published by Epic Media. His commitment to empowering merchants to navigate payment processing challenges while maintaining their processing capabilities has cemented his reputation as a trusted advisor and industry expert. Listen to this illuminating Sharkpreneur episode with Dylan Gaines about revolutionizing e-commerce. Here are some of the beneficial topics covered on this week's show: - How it's important to understand proper sales funnels and avoid misleading guarantees in e-commerce. - How International Payment Solutions employs strategies to mitigate chargebacks through alert systems and rapid dispute resolution. - Why business owners should provide personakized customer support over email interactions. - How building partnerships with web designers, marketers, and industry specific organizations expands your business reach. - How International Payment Solutions has an affiliate program structure where partners can refer new clients. Connect with Dylan Gaines: Guest Contact Info Links Mentioned: intpaysol.com Learn more about your ad choices. Visit megaphone.fm/adchoices
Joe started the show with two funny videos, then discussed issues like being debanked by FirstData and political charges with Stefanie Lambert. Afterward, they talked about Stefanie's court cases and election integrity. Joe also touched on the situation in Guatemala, emphasizing the need to stand for the people there and against corruption.
In this episode of the Women in Data podcast, we dive deep into the remarkable career of Pranjali Ajay Parse, a data scientist at Autodesk, as she shares her journey into the dynamic world of data science. This episode is a must for anybody who wishes to land their first data science role. Pranjali outlines her journey from mobile app development to the emerging world of data science which was booming across a range of industries, recounts her journey from India to the USA and explains the power of courses, education and internships to get a role. Pranjali also explains of the power of taking on leadership roles, including hers as an ambassador for women in data science with a major US college. Listen to learn practical tips on how to land your first data science role and discover Pranjali's unique journey into the data space and her transition between cultures. Pranjali on LinkedIn: https://www.linkedin.com/in/pranjali-ajay-parse/ Get mentored by Pranjali - https://topmate.io/pranjali_ajay_parse Pranjali on YouTube - https://www.youtube.com/@pranjali_parse
In this podcast episode, Deepak Jose, a Data Analytics and AI Expert with experience in companies like Coca-Cola, ABB, Asurion, and Mars, discusses the importance of adopting a value-first mindset over a technology-first approach in leveraging data and analytics for decision-making. He emphasizes the need to invert the traditional pyramid approach by identifying key business problems and their value, thereby prioritizing business outcomes. Deepak shares insights on building adaptable and flexible data architectures that can support rapid experimentation and leverage new technologies like Generative AI (Gen AI), advocating for a future-proof and agile mindset in data analytics. He also underlines the significance of responsible AI usage, the need for a desirability, viability, and feasibility framework for prioritizing AI initiatives, and strategies for enhancing adoption and upscaling to maximize the benefits of AI tools. The conversation includes the concept of AI champions within organizations and concludes with Deepak sharing an inspirational quote from Mother Teresa, encouraging listeners to pursue their passions with great love. Highlights 00:15 The Power of Data Analytics in Decision-Making 01:25 Inverting the Data Pyramid: A Value-First Approach 04:55 The Importance of Flexibility and Adaptability in Data Architecture 07:07 Navigating the Future with Generative AI 09:30 Building Solutions with a Business Problem-First Mindset 21:32 The Role of AI Champions in Business Transformation ---- Thank you so much for checking out this episode of The Tech Trek. We would appreciate it if you would take a minute to rate and review us on your favorite podcast player. Want to learn more about us? Head over at https://www.elevano.comHave questions or want to cover specific topics with our future guests? Please message me at https://www.linkedin.com/in/amirbormand (Amir Bormand)
Talk Python To Me - Python conversations for passionate developers
Interested in data science but you're not quite working in it yet? In software, getting that very first job can truly be the hardest one to land. On this episode, we have Avery Smith from Data Career Jumpstart here to share his advice for getting your first data job. Episode sponsors Sentry Error Monitoring, Code TALKPYTHON Posit Talk Python Courses Links from the show Avery Smith: www.linkedin.com Data Career Jumpstart: www.datacareerjumpstart.com Data Nerd Site: datanerd.tech Write C# LINQ queries to query data: learn.microsoft.com A faster way to build and share data apps: streamlit.io Plotly Dash: dash.plotly.com Michael's Keynote: State of Python in 2024: youtube.com Watch this episode on YouTube: youtube.com Episode transcripts: talkpython.fm --- Stay in touch with us --- Subscribe to us on YouTube: youtube.com Follow Talk Python on Mastodon: talkpython Follow Michael on Mastodon: mkennedy
Join us in this insightful episode as we journey through the evolution of payments, from magnetic stripes to the mobile and e-commerce era. Our guest, Phillip Finnegan, a distinguished global expert in payments, shares his wealth of experience gained from leading organizations like First Data, clear2Pay, FIS, Temenos, and Laybuy. Now at the helm of Narrock, Phillip provides strategic advice on leveraging payment technologies for business growth. Discover the complexities of executing transactions, challenges faced by organizations with legacy systems, and the crucial role of change management in driving major innovations. Don't miss this deep dive into the world of payments with a true industry luminary! #changemanagement #leadership #leadingchangepodcast #leadingedgeglobal #change #innovation Chapters: 0:00 - Intro - What are digital Payments? 10:30 - The importance of Upkeep for older platforms 12:40 - Payment Change Projects & Change Leaders 15:25 - Key success Factors 17:20 - All About NPP 21:30 - AUS vs International Transactions 23:20 - Cross Border Payments 26:00 - Payment Friction is Essential 31:00 - Payment Transformation Project Example 39:40 - Technology Obsessed Problems 41:25 - The Future of Digital Payments Links: Episode relevant links go here Remember, change is not just about adaptation; it's about seizing opportunities and propelling our organisation into a future of boundless growth. "Leading Change" is your compass, your source of inspiration, and your toolkit for navigating the uncharted waters of change. Subscribe, Listen, and Ignite Change Today!
OB Rawls is an accomplished senior-level executive with phenomenal success in FinTech payments and banking. He previously served as CEO of global payment processing for Paysafe and CEO and President of iPayment. His career of more than 30 years also includes senior-level executive roles with First Data now Fiserv, Hypercom, and Bank of America.OB will be taking us on the twists and turns of his journey, including his most recent move, joining the firm of Wellesley Hills Financial as partner and executive director. And of course, along the way, he will be sharing with us a few insightful, actionable takeaways. So stay with us.
Our special guest is Eula Adams, former President of First Data Merchant Sevices.In this episode, part of our trailblazer series, Eula takes us on his career journey as he climbed to positions of influence within the ranks of two major companies; Deloitte and First Data Corporation. Capping off his decision ( no-holds-barred exposure) leading up to his resignation from First Data, as one of the company's six (6) appointed Senior Executive Vice Presidents. On this journey, Eula shares his insights into management and along the way a few actionable takeaways...Enjoy.
Natalie Born is the Host of Innovation Meets Leadership podcast and the Author of “Set It On Fire: The Art of Innovation”. Prior to Founding Innovation Meets Leadership, Natalie held roles as a VP of Innovation and Senior Vice President of Business Development.Natalie has collaborated on two approved US patents and has over 20 years of experience leading product development, UI/UX, web development, and strategy and marketing teams. Natalie has worked with organizations such as CareerBuilder, First Data, IHG, and ADP, leading major initiatives in over 18 countries.
Host David Harlow speaks with Bob Katter, President of First Data Bank about the evolution of a printed catalog of all prescription drugs to a modern day tool delivered with insights useful to payors and providers in driving quality and cost-effectiveness, built with some of the latest technical tools. To stream our Station live 24/7 visit www.HealthcareNOWRadio.com or ask your Smart Device to “….Play Healthcare NOW Radio”. Find all of our network podcasts on your favorite podcast platforms and be sure to subscribe and like us. Learn more at www.healthcarenowradio.com/listen
In this exclusive interview, Aaron Faulkner interviews Connor Shanahan, in Poland at the Drift Masters European Championship for Irish Tech News. Connor Shanahan subsequently went on later that day to be crowned European Champion. The Drift Masters European Championship is a tournament celebrating all things drift, located in the heart of Poland in Warsaw. Connor Shanahan is one of the youngest drivers in this championship at only 20 years old. Connor was this year's championship winner, coming far from his first debut on an episode of the grand tour. Beating out Lauri Heinonen for the podium position we caught up with Connor before the start of the qualifying races. The youngest of the current crop of drivers hailing from Ireland that have been wowing crowds around the world, Conor Shanahan first started drifting at the age of nine and competed in the Irish Amateur Championship. Having showcased his talent at the age of 13 by appearing on a UK TV show, The Grand Tour, it didn't take Conor long before he became the youngest driver ever to win British, Irish and European professional drifting events. This was achieved in 2018, when he made his debut in the Drift Masters European Championship The event was sponsored by G2A G2A.COM is the world's largest and most trusted marketplace for digital entertainment, where more than 25 million people from 180 countries who have purchased over 100 million items. Customers can choose from more than 75,000 digital offerings incl. games, DLCs, in-game items, as well as non-gaming items such as gift cards, subscriptions, software or e-learning - sold by sellers from all over the world. G2A.COM leads in online security, awarded with the prestigious American CNP award alongside companies such as Microsoft, Barclay's Bank and First Data.
Discover the essence of innovation in a podcast with Natalie Born, an innovation facilitator, consultant, author, and keynote speaker. She discusses the importance of pattern recognition, balancing authenticity and perfectionism, and the importance of differentiating innovation from creativity.More about our guest:Natalie Born is from Atlanta, Ga. She is an Innovation Facilitator, Consultant, Author, Keynote Speaker and the Host of Innovation Meets Leadership podcast. Prior to Founding Innovation Meets Leadership, Natalie held roles as a VP of Innovation, Territory Global, and Senior Vice President of Business Development at a mar-tech firm. Natalie has collaborated on two approved US patents and has over 20 years of experience leading product development, UI/UX, web development, and strategy and marketing teams. Natalie has worked with organizations such as CareerBuilder, First Data, IHG, and ADP, leading major initiatives in over 18 countries. Natalie is married to Aaron and they have two daughters.Know more about her and her company here:Natalie BornInnovation Meets LeadershipBook: Set It on Fire: The Art of Innovation------------------------------------------------------------Episode Guide:1:28 - What is Innovation?1:55 - Breaking down patterns5:19 - The problem of falling inlove with solutions7:41 - Authenticity vs Perfectionism10:14 - Missing the moment12:21 - The value chain15:13 - The napkin sketch commitment16:33 - What isn't innovation: innovation isn't creativity17:40 - Separating innovation and creativity21:29 - What keeps you busy?22:34 - Experiences that shaped the innovation approach26:12 - Advice to innovators--------------------------OUTLAST Consulting offers professional development and strategic advisory services in the areas of innovation and di
Frank Bisignano, the legendary chairman, president and CEO of Fiserv (NYSE: FI), took the worn path from Brooklyn to Wall Street, but has seen success few have matched in removing the friction between buyers and sellers. After celebrating the transfer of his company's listing from Nasdaq to the NYSE, Frank stepped Inside the ICE House to talk about the future of payments, navigating mergers and how Fiserv's Clover platform transforms small businesses. Frank shared his story of rising through the ranks of Wall Street, riding a phoenix through the rebirth of First Data, and the future the FinTech Revolution. Inside the ICE House: https://www.theice.com/insights/conversations/inside-the-ice-house
This episode features an interview with Sarah Owen, Chief Product Officer at One Inc, the leading digital payments network in the insurance industry. Sarah joined One Inc. in 2021, and brings with her deep payments knowledge. She has more than 20 years of experience in leadership roles at First Data, Heartland Payment Systems, Vantiv, and TSYS. Sarah is also an inventor, having patented and served as co-inventor on several mobile and digital payments solutions. In other words, she's a true payments expert. And in this episode, we're learning from her about making a better product by putting customers front and center, identifying the moments that matter in your customer's journey, and how One Inc. is at the forefront of a new age in the insurance industry.Quotes*”If you're not solving problems for the customer, keeping the customer front and center, and ultimately improving their experience, then no one's going to buy your product.”*”Customer experience, from my perspective, is all about mapping out that customer journey to really understand the points that matter. What do you need to make sure that you get right? So it is about storytelling.”Time Stamps[2:23] How Sarah's work-to-give mindset has shaped her career[5:19] What's Sarah's approach to customer experience[6:20] How did Sarah get into CX?[11:43] How low-code no-code helps with digital transformation[13:27] How is One-Inc a B2B2C company?[16:39] How Sarah identifies the moments that matter through customer journey mapping[19:21] How One Inc. is revolutionizing the insurance payments process[21:38] How legacy insurance companies operate, and why the established payments processes have lasted[25:49] How One Inc. uses tokenization to protect payment information[30:57] What does Sarah think about the future of payments?BioSarah Owen is Chief Product Officer at One Inc. Owen joined One Inc. in October of 2021 following a career driving product innovation, development and business transformation for payments. With increasing levels of responsibility, she has managed large product portfolios and built new products across card issuing, consumer loyalty and payment facilitator lines of business. For over two decades she has held senior roles at companies including First Data (Fiserv), Heartland (Global Payments), Vantiv (FIS) and she most recently served as lead for the Customer Engagement Portfolio for TSYS, a business unit of Global Payments. Owen combines her deep payments knowledge with a passion for helping clients transform their digital experiences and is a true champion of innovation, having patented and served as co-inventor for multiple mobile and digital payment solutions. Based in Atlanta, Sarah has also served as a mentor for TechStars and is an active volunteer in the local community.Thank you to our friendsThis podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.LinksConnect with Sarah on LinkedInLearn more about One Inc.Connect with Larry on LinkedInCheck out HGS
Your dream data job might be closer than you realize. Don't overlook the hidden gem right in front of you: internal positions. Landing an internal job is easier than going through the external route.
The Alan Cox Show
Building data analytics projects is the key to landing your first data job. Here's a 6-step guide to doing your first project.
Tim Attinger is Co-founder and President of OvationCXM, with nearly 30 years of executive management experience in financial services, financial technology and digital transformation. Prior to Co-founding OvationCXM, Tim held executive roles in digital transformation and growth with successful exits at Monitise, a global mobile money platform acquired by Fiserv and Blackhawk Network, which went public in 2013. Before this, Tim had an extensive career with Visa. He managed a $1 Billion plus global portfolio of digital businesses, led product innovation development, and was part of the executive team that took Visa Inc. public in 2008. Preceding roles including building and managing strategic growth initiatives for First Data (now Fiserv) and managing client engagements for a host of Fortune 100 companies with Windermere, a McKinsey-spinoff boutique strategy consultancy. Questions • Could share in your own words, even though we did read your formal bio, in terms of your background, a little bit of your journey, how you got to where you are today, in your own words, and why you do what you do? • Can you share with us a little bit about why it's so important that organizations should have customer experience as a priority for their business. What can businesses do to differentiate themselves and set themselves apart? • There's a lot of digital or digitization that's happening across different industries, and because of the digitization, and also artificial intelligence, people are losing their jobs. It is as a result of increase artificial intelligence and they're increasing efficiency, but they're also reducing the level of human input that they're utilizing What are your views on that? • What are some of the key things that we need to think about in the customer journey? • Could you share with us what's the one online resource, tool, website, or app that you absolutely can't live without in your business? • Could you also share with us maybe one or two books that have had the biggest impact on you? It could be a book that you read recently, or even one that you read a very long time ago, but it still has left an indelible mark on your life. • Could you also share with us what's one thing that's going on in your life right now that you're really excited about - either something you're working on to develop yourself or your people? • Where can listeners find you online? • Do you have a quote or saying that during times of adversity or challenge, you will tend to revert to this quote, it kind of helps to keep you on track or get you back on track if for any reason you get derailed? Do you have one of those? Highlights Tim's Journey When asked about his journey, Tim shared that the funny thing about it is, it wasn't as though what you just read off was something he sat out to do consciously from the outset. And it was a bit of opportunistic starting in a consultancy, then it basically offered a role with a former client to help drive strategy and then recruited from there by some friends to go to yet another company. So, he's spent most of his time in a particular industry and a particular kind of role. But it almost feels as though that was a happenstance rather than sort of a conscious thing that he was driving, which he guess means in retrospect, his career is a fascinating thing for him to see, because it's been highly varied, and at the same time, not necessarily overtly managed, if that makes sense. The Importance of Prioritizing Customer Experience and What Businesses Can do to Set Themselves Apart in the Financial Sector Space Me: Well, thank you so much for sharing. We're in a very unique environment globally, as it relates to customer experience. And so, I'd like for you to share with us a little bit about why it's so important that organizations should have customer experience as a priority for their business. I know most of your experience is in the financial sector, so it'd be good to hear from your perspective, especially seeing that that space is a competitive space. What can businesses do to differentiate themselves and set themselves apart? Tim shared that he thinks part of the challenge that enterprises find themselves in today, in particularly with respect to sort of customer experience, and how that intersects with digital transformation is that a lot of organizations are looking at customer experience as a way to optimize sort of touch points or channels of communication with customers, as opposed to sort of the way that we look at it, which is thinking about holistically the customers journey with an enterprise. So, the customer's journey with a business, which is more than just an interaction, but it's a series of engagements as the customer tries to accomplish something in their lives or in their own business. And so, he thinks part of the challenge that businesses have seen today is that they're thinking about touchpoints as opposed to customer journeys, which creates a challenge in how you solve for delivering great customer experience. And he thinks the reason why customer experience is increasingly important is, it's a fairly simple thing, but it bears repeating with most enterprises, that all of your revenue as an enterprise comes from paying customers. So, the most important source of growth for your business is your customer base, frankly, the lowest cost position you can possibly have in any marketplace is to have a satisfied customer base that continues to do business with you. So, he thinks customer experience is increasingly important in the marketplace because recruiting and then retaining and growing a customer relationship is increasingly challenging in competitive spaces. And those organizations that focus on doing it right, and particularly in orchestrating great customer journeys, which we can talk about in a little more detail. But sort of orchestrating great customer journeys will have a competitive advantage relative to organizations that are looking at the sort of either optimizing touchpoints or trying to re architect their entire sort of back-end business from a technology standpoint, as opposed to focusing from the customer back into their business. Digitization and Artificial Intelligence – Reducing the Level of Human Input Me: Brilliant. So, you spoke about customer journey which I do want to talk about. But before we get onto the customer journey, what I wanted to find out also, especially seeing that this space is competitive. And there's a lot of digital or digitization that's happening across different industries, especially in the financial sector, for sure. And so, as a result of the digitization, and also artificial intelligence, people are losing their jobs. I'm here in Kingston, Jamaica, and over the weekend, I read an article in our local newspaper, stating that 100 persons in the BPO sector are going to be laid off. And I imagine that it is as a result of increased artificial intelligence and they're increasing efficiency, but they're also reducing the level of human input that they're utilizing What are your views on that? Tim shared that it's unfortunate to hear that news, because the best kind of deployment for artificial intelligence, for machine learning, for automation, is not as a replacement for people, but as a compliment to them. So, a large part of sort of the platform capabilities and again, just taking from context in sort of his company, OvationCXM, and how they think about it, but a large part of the deployment capability that they put in place is, is essentially helping people be better at the live interaction, and the live engagement and the direct engagement with a customer. And he thinks about the sort of the analogy of the airline industry, when you think about sort of the check in process, if you've got a fairly straightforward, I just need my boarding pass, I don't have any bags to check, and I'm on my way to the gate, right. That's, something that absolutely, because it's always the same, it's never complicated. Automating that stuff is great, because what it does is it frees up the humans who are there to deal with the family of 5 who just had their flight cancelled, they've got a connection, the luggage is already on the way. So, when you look at sort of AI and digitization, a lot of the initial investment has been in exactly what you're describing sort of these point solutions where I'm just going to try to automate conversations, and digitize a particular channel, but still I'm not looking at what is the overall customer experience of trying to navigate my entire enterprise? And who are the people, the people who are going to help me do that, the Sherpas who helped him sort of climb this hill that is getting himself live with a product or opening a business and having a financial institution helped him do that. So, he thinks over the long term, the pendulum will swing back to equilibrium and organizations will realize that conversational automation is great for certain things. But having intelligence inside of systems to help deliver the right answers to the right people in the right moment in the context of what the customer is trying to accomplish and then having humans engaged with that customer is really he thinks where the industry is going to go. Key Points to Think About in the Customer Journey Me: So, let's go back to the customer journey. So, the journey of the customer, for our listeners that I mean, I've had episodes in the past where we have guests that talk about customer journey. But because I want to get a little bit more granular, let's talk about the customer journey, let's say for example, in a financial institution, if you are, let's say, getting a product, like a credit card, for example, when you look at the journey that the customer will take from application until however long they use that card for, what are some of the key things that we need to think about in the journey? And is a journey just giving the customer the card? Because now we have new business, now we have a new loan that we've booked, or is it more so the maintenance of having that person on board. Like in Jamaica, for example, one of my greatest pet peeves is, if you pay really well on your credit card, you automatically get an increase annually. I think a telephone call should be given to the customer to find out, “We see that you're a great customer in terms of payments, and we'd like to offer you an additional increase, is this something you'd be open to?” Versus just getting your statement and seeing that you've been given an additional X thousands of dollars on the card. But what are your views on that? Tim shared that to back it up into sort of where his firm spends most of their time, which is in sort of business relationships. So, banks to take the analogy Yanique just had, imagine a bank helping a business owner who's opening a new business apply for a line of credit so that they can fund equipment and site improvements and setting up a payroll service so that they can sort of disperse funds to employees. And if you think about sort of journeys in 3 basic increments, they're sort of the discovery and buying journey, where he sort of figure out what it is he need, and who has it, and from whom he'd like to buy it. And then once you finally committed to buying it from someone, what is one of the most challenging things they've seen in financial services is getting a customer from, “Hey, I'd like this solution from you, Mr. Bank, all the way through to it's working for me today and I'm finally live with it.” And in business banking, that process can be fairly complicated with multiple steps. Imagine what it's like as a small business owner applying for a lending relationship, you've got paperwork you fill out, there are forms you have to send in, there are credit checks that the bank does, there's an entire internal process of reviewing your risk and underwriting requirements that you don't even have any visibility into. And then somewhere out the other end of it, you find out whether or not you qualify. And then on the tail end of the sort of what they call the Go Live journey, there's also the ongoing relationship, which is quite frankly, where most of the experience of a financial institution comes from, which is what's it like every single day for me to use this and solve problems? And what are some of the most important things in sort of thinking about, let's just take that Go Live journey as an example, most businesses are blind to what's happening. I bought something from you and then it kind of disappears into a black hole, I don't hear from you for 3 or 4 weeks, except every couple of maybe twice you asked me for things completely out of the blue, I have no idea why and then. And then another couple of weeks go by and I get some kind of decision. It's sort of like one of the most opaque things that you can possibly imagine, as opposed to you think about the experience of that business owner, as a consumer when they take advantage of something like a food delivery product, or, God forbid, they just buy something from an online merchant, like an Amazon. There are really clear steps that are communicated to you, here's where you are, here's where you're going, here's how many steps there are from here to there and step 4, we're going to ask you for something. It's as simple as saying, make it really clear to the customer, what are sort of the stops along the way on the journey that you're about to undertake with them, make them aware of where they are. And even internally in organizations that are trying to deliver to that customer, you quite often have departments that don't talk to each other. So, everybody internally is kind of like, who's got the ball? Who's got next? What am I supposed to be doing now? When does this get done? And so, he thinks a large part of making experiences go well, it's just connecting all of those humans and systems and teams into a fabric that makes everybody aware of what everyone else is doing. Where are we in this process and communicating that in simple terms to the customer, so they know where they are. When you think about it a large part of customer experience is just visibility. And, frankly, one of the best ways to disappoint someone is to not meet the expectations that they have. And so, a big part of having a journey go well is just setting expectation upfront, here are the 5 steps that we're going to go through, here's how long it's going to take, here's what we'll need where and when. And here's who you can talk to on this stage, right? Me: Agreed, agreed, managing expectations and communication is so important. Tim stated and invisibility, just simply where am I? Who's got this now? And what do they need so that I can make sure it's moving forward, because at the end of the day, the customer is just trying to accomplish something and the journey through your enterprise is just a means to an end, think about that small business owner, I'm just trying to open a business and start selling pizzas. I really don't want to be an expert in underwriting. I just want to know when it is that that process is done, what do you need from me to make it go as quickly as possible? Me: Indeed. Because at the end of the day, they also have their customers that they're trying to get to serve, but they can't do that if you don't do your part. Tim agreed that's exactly right. And so, one of the interesting things, you sort of brought up credit cards, one of the most important things that a financial institution can do for a small business owner, is give them a way to accept payment, right? That sort of what they call accounts receivable, right, which is essentially managing your revenue from your own customers and making that something that's easy to do, that works every time that gets that money from your customers into your bank account on a regular basis. You can make payroll, you can buy supplies, all of that. The role that banks play in helping small businesses survive and thrive, really is it's critical in those kinds of activities. So, if something goes bump in the night, or there's a hiccup in that process, being on top of it, and giving the customer an expectation when it's going to get solved is super important, particularly for businesses that basically need that cash flow to operate. App, Website or Tool that Tim Absolutely Can't Live Without in His Business When asked about an online resource that he cannot live without in his business, Tim shared that what's super, super, super critical for them, they use their platform and then a combination of that, and then an online tool set called Miro, which is almost like it's a group whiteboard capability. They use that with their bank clients in the way that you do these things today, because everybody's all over the place, you get on an hour, or two Zoom call and they actually facilitate discussions with their clients on what exactly is it like from a customer's point of view to try to accomplish something inside of your bank. What is it like from a customer's standpoint, and particularly, not just your bank, but also increasingly, I know, you've seen this, financial institutions are partnering with other companies and external providers and financial technology providers to deliver solutions to businesses. So, increasingly, it's not just, how are you doing things internally, but also, what does it like for the customer to get bounced between you and some other company they've never heard of that you happen to be sourcing a solution from. So, that capability and the ability to map all of that out in real time with their clients and then so that they can see what that looks like today and then start working to make it better, has become a critical component of sort of how they help those banks improve their business. Books that Have Had the Biggest Impact on Tim When asked about books that have had an impact, Tim stated that absolutely that's an easy one. In the interest of full disclosure, again, back to he didn't consciously set out in this path to be in financial services. He was originally studying to be a Literature Professor. Me: You like to read. Tim stated that he decided he liked it so much, he didn't want to have to do it for a living. So, after he finished his master's degree, as he was thinking about maybe do I or do I not want to go get a doctorate and become a professor. On a lark, moved out to the Bay Area in San Francisco and just backed into a job at a management consulting firm. And the founding partner of that firm encouraged him to read a book by a couple of his McKinsey colleagues called In Search of Excellence: Lessons from America's Best-Run Companies by Thomas J. Peters. And because he had almost no business education whatsoever, he eagerly dove into it. And the interesting thing about that book is that it's a fairly straightforward analysis of how have companies across a number of different industries been successful. And almost all of the stories come back to a fairly simple premise, that if you build your business from the marketplace back, you start with the customer, you start with a customer group, or a portfolio or a type of customer you want to serve, and then you design everything else about your business around being really great at meeting that need for that customer. You think about sort of what the typical airline experience was before Southwest came on the scene, or what the typical shopping experience looked like before somebody like an Amazon came on the scene. It's like I'm going to rethink what it is a customer is trying to accomplish, what needs they're trying to fill, and then focus really intently on doing that very well, and strip away everything else that doesn't absolutely serve that need. And so, that was a real revelation for him, sort of as a newbie in the business world. And that's continued to be a touchstone for every career stop he's had and particularly in the role that he has now, which is basically helping a host of different enterprise companies of various stripes, mainly in financial services now, but also in a number of other industries, get to that realization, focus intently on what is the experience of the customer in trying to accomplish something in their lives and how does he design what he's doing around meeting that really well. So, it's kind of come full circle for him from that sort first introduction to how good businesses operate. What Tim is Really Excited About Now! When asked about something exciting that's going on right now, Tim shared what's really exciting for him, sort of as he's gone through his career, he's made a study of how businesses create ecosystems, sort of how networks of organizations come together around a common delivery to a customer or to a segment or to create a product, or solution and you think about the companies he's worked in Visa, Blackhawk, sort of which are network business models where you've got sort of, you build a platform, and then you have companies onto that platform and do business with each other through the capability you're delivering. And they're finding in the business today, OvationCXM, which is their audio sort of customer experience management software platform, that they're starting to see the same kind of ecosystem dynamics that they have in sort of major enterprise banks and insurance companies and healthcare organizations. Partnered with a host of providers of services and solutions, whether that's financial technology, health tech, what have you and their customer experience management platform is becoming a way for them to collaborate and interact as an ecosystem in delivering great experiences to their customers. And it's fascinating to see that sort of network effect begin to take off. Even something as simple as their customer experience management delivery platform in this industry, it's just fascinating to see network effects start to materialize in the software business, which is it's really exciting for him because he's spent a lot of his days helping to manage and grow network effect businesses, and they're starting to see that in theirs today. So, it's super exciting, at least for him, maybe geeky for most folks, but for him, it's fun to watch. Me: Okay, it's like you're forming your own community. Tim agreed yes, exactly. And that's the funny thing about it is that in the same way that communities are super important to our lives as individuals, right, and families, businesses are actually not that different, the immunities of companies that are delivering capabilities or delivering on something tend to be stronger, more resilient. And, frankly, more adaptive. Where Can We Find Tim Online Website – www.ovationcxm.com Quote or Saying that During Times of Adversity Tim Uses When asked about a quote or saying that he tends to revert to, Tim shared that he does and it's from a longer poem by Rudyard Kipling and the entirety of which he doesn't remember off the top of his head, but one line in particular, which is about sort of one of the most important things you can do in times of duress is “Be the person who's keeping his head while everyone else around you is losing theirs.” And he thinks that has helped in a number of ways, in particular stressful situations, it is just to step outside of the challenge that you're currently in and realize that the only way to respond to and solve the challenges is to not let it cloud your mind. And he thinks that that quote has helped immensely in difficult times professionally. IF ~ BY RUDYARD KIPLING (‘Brother Square-Toes'—Rewards and Fairies) If you can keep your head when all about you Are losing theirs and blaming it on you, If you can trust yourself when all men doubt you, But make allowance for their doubting too; If you can wait and not be tired by waiting, Or being lied about, don't deal in lies, Or being hated, don't give way to hating, And yet don't look too good, nor talk too wise: If you can dream—and not make dreams your master; If you can think—and not make thoughts your aim; If you can meet with Triumph and Disaster And treat those two impostors just the same; If you can bear to hear the truth you've spoken Twisted by knaves to make a trap for fools, Or watch the things you gave your life to, broken, And stoop and build 'em up with worn-out tools: If you can make one heap of all your winnings And risk it on one turn of pitch-and-toss, And lose, and start again at your beginnings And never breathe a word about your loss; If you can force your heart and nerve and sinew To serve your turn long after they are gone, And so hold on when there is nothing in you Except the Will which says to them: ‘Hold on!' If you can talk with crowds and keep your virtue, Or walk with Kings—nor lose the common touch, If neither foes nor loving friends can hurt you, If all men count with you, but none too much; If you can fill the unforgiving minute With sixty seconds' worth of distance run, Yours is the Earth and everything that's in it, And—which is more—you'll be a Man, my son! Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest Links · In Search of Excellence: Lessons from America's Best-Run Companies by Thomas J. Peters Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.” The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!
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As founder and managing director of CFO Systems LLC, Brett Frevert has helped clients grow their businesses through a variety of innovative methods. He has an extensive resume of providing financial leadership to successful companies across the Midwest including SIRE, New Balance Commodities, Transgenomic, Heron Lake BioEnergy, AXIS, Capital, First Data, Grubb & Ellis, and Deloitte & Touche. He draws upon his abilities to create, describe, and execute a vision as well as his communication and mentoring capabilities to provide expert assistance for premier businesses interested in growing and thriving in a challenging economic environment. CFO Systems is a team of CFO's, controllers, bankers, accountants, finance, procurement, and human resources directors offering our clients practical experience. They've led clients through mergers and acquisitions, turnarounds, restructuring, spend management, steep growth, capital raises, organizational changes and more. Our clients rely on us to be objective partners and strategic leaders who are as interested in seeing their organizations succeed as they are. In this conversation Brett shares his perspective on building great teams, the difference between a profitable dollar and an unprofitable dollar, and the potential of outcome-based accountability at work. Throughout the conversation we hear Brett's belief and commitment to having a strong vision and buy-in generating purpose as a leader. Learn about how our Team Performance System and Personal Brand Strategy can Help You Serve Well and Sell More at www.voiceofinfluence.net Read the transcript here: https://www.voiceofinfluence.net/236 Give and receive feedback that makes a difference! Register for our 20 minute Deep Impact Method video course here: www.voiceofinfluence.net/deepimpact
In this episode, we're going to be getting into how Customer-First Data and Zero Party data can be used to improve customer retention – upping those all-important CLV stats, and stopping your competition from stealing your customers! This episode is a simulcast (of sorts!) with our brand new eCommerce MasterPlan Virtual Summit that goes live today! 10 hand-picked experts are sharing the key tactics you need to grow your business in this challenging year – 5 sessions on acquisition, and 5 on retention. If you want access to the whole event for FREE– just head to https://eCMP.info/summit (eCMP.info/summit) where you might be in time to catch some live sessions, but where you'll DEFINITELY be in time to catch the replays. And it's ALL free. Gemma Banks is the Senior Marketing Director for the EMEA and APAC at Klaviyo, and she's been helping brands like you improve their eCommerce marketing since 2013! She really knows her email marketing eCommerce stuff! We're so pleased she could spare the time to join us to cover this essential topic. Get all the links and resources we mention at https://keepoptimising.com/?utm_source=captivate&utm_medium=episodenotes (KeepOptimising.com) Episode sponsored by https://www.klaviyo.com/?utm_source=podcast&utm_medium=referral&utm_campaign=masterplan (Klaviyo) This podcast uses the following third-party services for analysis: Chartable - https://chartable.com/privacy
MLOps Coffee Sessions #92 with Pete Soderling, Building the World's First Data Engineering Conference. // Abstract Keep things centered around community building and what he looks for in teams. Folks that are building their community around their tool, what advice do you have for that? What's worth turning into a company? // Bio Pete Soderling is the founder of Data Council and the Data Community Fund. As a former software engineer, repeat founder, and investor in more than 40 data-oriented startups, Pete's lifetime goal is to help 1,000 engineers start successful companies. Most importantly, Pete is a community builder — from his earliest days of working with the data engineering community starting in 2013, he has witnessed the unique power of specialized networks to bring inspiration, knowledge, and support to technical professionals. // MLOps Jobs board https://mlops.pallet.xyz/jobs // Related Links Website: datacouncil.ai Youtube channel: https://www.youtube.com/c/DataCouncil --------------- ✌️Connect With Us ✌️ ------------- Join our slack community: https://go.mlops.community/slack Follow us on Twitter: @mlopscommunity Sign up for the next meetup: https://go.mlops.community/register Catch all episodes, blogs, newsletters, and more: https://mlops.community/ Connect with Demetrios on LinkedIn: https://www.linkedin.com/in/dpbrinkm/ Connect with Vishnu on LinkedIn: https://www.linkedin.com/in/vrachakonda/ Connect with Pete on LinkedIn: https://www.linkedin.com/in/petesoder/ Timestamps: [00:00] Introduction to Pete Soderling [04:35] Top takeaways from the World's First Data Engineering Conference [05:41] Buzz around the conference [06:37] Intro to Data Council [09:20] Pete's mission statement with investing [11:19] Evaluating gaps in the market and who should solve those [14:45] One company Peter regrets not investing in [16:41] Repeating the same mistake [20:07] Recommendations to engineers to become entrepreneurs [23:30] Questions to consider before investing [27:37] Things to do and avoid in open-source projects [31:03] Something popular you disagree [35:29] Code as an artifact [39:16] Hypothetical fundraising [40:53] Wrap up
Today's speaker is Robert Towle whose career has lead him to traditional finance roles, including vice president of finance and CFO roles, into being a consultant in 2013. Since then, he has worked with a wide variety of clients including the Federal Aviation Administration (FAA), U.S. Department of Health and Human Services, Panasonic, the Iowa University System, University of California-Davis, First Data (now Fiserv), and the International Baccalaureate. Today's podcast will discuss the key procedures to a rapid recovery when you make a mistake, mistake-proofing and adding value to your team, introduce the program "Eliminate S.T.U.P.I.D." and explain how to improve efficiency in the workplace.
Are you starting a new data role? Or maybe you are new to the data viz world? If either is true, listen to this interview with BI Analyst Mujahed Syed, a Phoenix Tableau User Group co-lead and former Tableau Ambassador. He shares his communication tips as well as how he presents his dashboards to his clients. --- Send in a voice message: https://anchor.fm/communicatingdata/message Support this podcast: https://anchor.fm/communicatingdata/support
Simon Jones, Head of Data Science and Advanced Analytics at Saga, talks about building a remote-first data science team to help Saga recruit the talent it needs to modernize and engage its increasingly digitally savvy audience Providing seamless digital customer experiences wasn't always a priority for British ‘over 50s' insurance specialist Saga. But as a new cohort of digitally savvy consumers enter their middle ages, the firm's attitude toward the need for modernization has changed. As Saga Head of Data Science and Advanced Analytics Simon Jones explains in this week's Business of Data podcast episode, the company is now reimagining itself in light of the changing needs of its customers. “A lot of people are moving into the ‘over 50s' category, which is where Saga's footprint begins, and they don't necessarily think of themselves as the sort of person who signs up with Saga,” he says. “Trying to understand exactly how we can penetrate into that demographic group was a really important thing. “And what [we] recognized very early on was that a lot of it was down to our relationship with technology.” Saga is now developing new technological capabilities with these customers in mind, and Jones believes embracing a ‘remote-first' model for data science will give the company an advantage as it pursues this aim. The Benefits of Being Remote-First Jones joined Saga's insurance arm in May 2021 with a remit to build a data science team to help the company get the most out of its data asset. He says the role is the first he's held that has empowered him to truly embrace remote working. Jones argues that this approach makes it easier for Saga to recruit top-quality talent and makes a career at the company more attractive to data scientists who enjoy the flexibility that comes with remote working. “I've got a recruitment function right now, to build out a remote-first team, trying to find top talent in data science and bring them on board to Saga,” he explains. “That means our talent pool is anywhere in the UK.” “If somebody wished to explore a bit more of the country by basing themselves in different spots over the course of a working month, I have no problems with that,” he adds. “As far as I'm concerned, you're always working in the same location: The cloud, online, with me. “That makes it possible for us to reach out to talent which, for particular reasons, have based themselves outside the areas we'd normally be recruiting in.” What's Next for Data Science at Saga In the near-term, Jones' priorities include building out his team, helping Saga build out its data lake and sourcing new “exotic” datasets to provide staff with insights they don't have access to currently. But looking to the future, he sees his priorities shifting toward helping to drive the adoption of data-driven technologies across the organization and creating processes that help his team get data science products into production efficiently. “It's all part of serving the broader agenda of helping Saga advance,” he concludes. “There's going to be an awful
Natalie Born is the Founder and Podcast Host of Innovation Meets Leadership and the Vice President of Innovation for Territory Global. Prior to Innovation Consulting, Natalie was the Senior Vice President of Business Development at a mar-tech firm. As an accomplished executive with two approved US patents under her belt and over 15 years of experience leading product development teams, she is consistently willing to share her expertise to ensure companies are designing their products and strategy with the customer at the center of the design. Natalie is a keynote speaker, podcaster, and innovation facilitator. Natalie has worked with organizations such as CareerBuilder, First Data, IHG, and ADP, leading major initiatives in over 18 countries and building a background in acquisition, integration, and international product development. Let's listen to Natalie and learn her Purpose Pivot moments! [00:01 - 05:49] Opening Segment I introduce my special guest for this episode, Natalie Born Learn more about Natalie with these Rapid Fire Questions! [05:50 - 15:12] What to Look For in a Company Natalie talks about the influence of her parents on her career Why she always looks for a challenge What you should look for in a company according to Natalie [15:13 - 25:44] What Are Your Non-Negotiables? Choose a leader, not a job, and here's why Look for formal and informal mentors Natalie shares her experience during the 2008 economic crisis From almost getting fired to leading an entire department Determine your non-negotiables in your career Natalie talks about her purpose [25:45 - 32:56] Why Prioritize Your Peace Before Performance When should you “take the leap?” How Natalie can take risks so quickly Peace over performance [32:57 - 34:24] Closing Segment See links below to connect with Natalie Final words Tweetable Quotes: “Choosing a leader, not a job, is one of the most important lessons that I've ever personally gleaned from all the different leaders I've set under.” - Natalie Born “I'm going to take the leap even though I have no clue what it's gonna look like or where my foot is going to land.” - Natalie Born “When we walk in a place of peace, we can see other people, we can care for other people, and we can come alongside them, and they're not competition to us.” - Natalie Born Resources Mentioned: John Maxwell Email natalie@innovationmeetsleadership.com or check out LinkedIn, Facebook, and Instagram to connect with Natalie. Visit Territory Global and Innovation Meets Leadership to learn more about her work. SUBSCRIBE and LEAVE A 5-STAR REVIEW to this podcast to hear more success stories of leaders who have gone further than they can ever see! Visit Kairos Leaders online and on Instagram to learn more about our work with leaders all over the world. Email info@kairosleaders.org to reach out to me. --- Send in a voice message: https://anchor.fm/purposepivots/message Support this podcast: https://anchor.fm/purposepivots/support
In this episode of Mic Drop Events, we're joined by our friend Natalie Born who gives her valuable insight on facilitating both audiences during a hybrid event. Natalie put these skills to the test during a recent hybrid event and did an amazing job recognizing not only the group in the room but those tuning in online too. This is a skill that many people don't talk about but one that is absolutely vital to the success of a hybrid event. Natalie Born is the Founder and Podcast Host of Innovation Meets Leadership and the Vice President of Innovation for Territory Global. Prior to Innovation Consulting, Natalie was the Senior Vice President of Business Development at a mar-tech firm. As an accomplished executive with two approved US patents under her belt and over 15 years of experience leading product development teams, she is consistently willing to share her expertise to ensure companies are designing their products and strategy with the customer at the center of the design. Natalie is a keynote speaker, podcaster, and innovation facilitator. Natalie has worked with organizations such as CareerBuilder, First Data, IHG, and ADP, leading major initiatives in over 18 countries and building a background in acquisition, integration, and international product development. Be sure to follow Natalie on social: @innovationmeetsleadership
CJ MacDonald is the Founder & CEO of Step. CJ grew up in Bay area and always had the entrepreneurial itch. Whether it was his paper route or baseball card shop, he was always hustling and realized he loved building things, a characteristic that would serve him well throughout his career. After playing competitive hockey on the east coast during boarding school and college, he was ready to enter the business world and immediately gravitated towards startups. He spent time in the early stages at a couple of startups before founding Gyft, a digital solution for gift cards that he sold to First Data Corporation in 2014. After a few years at First Data and thinking about what could be next, he realized there was a major gap in the market for banking products that were designed for kids and families in the digital age. That was the initial spark for Step.Today at Step, CJ and his team are revolutionizing banking and financial literacy for the next generation. Step was built specifically for teenagers so anyone 13 years and older is eligible to enroll. When a new user signs up (with proper parent approvals), they'll receive access to a free FDIC insured bank account and Visa spending card. Step's goal is to become the first step in the financial journey and not only provide easier access to send & receive money, but also educate the next generation on the fundamentals of personal finance. After a closed beta with rave reviews from early users, Step launched publicly a few weeks ago with support and endorsement from TikTok stars Charli D'Amelio, Addison Rae and several others. Safe to say they are off to a fast start.Tune in to hear CJ's story!EPISODE TOPICS: (2:32) Step snapshot today(5:51) Background and founding story(14:26) Gen Z demographic(20:40) Product evolution and features(27:59) Customer acquisition and marketing(41:04) Future of financial services industry(45:06) Hiring(49:44) Investor lessons(53:43) CJ's wellness stack(1:02:32) CJ's startup manifesto(1:05:37) CJ's founder nominationStep - step.comFollow CJ (@cjmacdonald) on Instagram // Twitter // LinkedInFollow Step (@stepmobile // @step) on Instagram // TwitterCJ's learning and resource recommendations The Founder - www.thefounderpod.com Follow The Founder (@founderpodcast) on Instagram // LinkedIn // TwitterDon't have time to listen to the full episode? Read the 5-minute version here
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