Podcasts about kustomer

Follow me @samirkaji for my thoughts on the venture market, with a focus on the continued evolution of the VC landscape.In this episode, I sat down with Logan Bartlett, Managing Director of Redpoint Ventures. We explore the evolving landscape of venture capital and startup investing and dive deep into the challenges facing unicorn companies post-2021, the transformative potential of AI, and the critical factors for successful startup investments. Logan shares insights on identifying promising founders, navigating market uncertainties, and the importance of adaptability in both founding teams and venture capital. Key takeaways include the need for founders with rapid learning capabilities, the potential disruption and opportunities in AI, the changing dynamics of startup valuations and exits in a challenging market environment, and so much more.About Logan BartlettLogan Bartlett is a Managing Director at Redpoint Ventures, where he leads early-growth investments in enterprise software, with a focus on infrastructure, SaaS, and AI. Since joining Redpoint in 2020 after six years at Battery Ventures, Bartlett has backed high-growth companies such as Ramp, Cribl, Cyera, Monte Carlo, FloQast, Crossbeam, and Workato. His work has earned him recognition on both the Forbes 30 Under 30 and the Midas Brink lists.Beyond investing, Bartlett hosts The Logan Bartlett Show, a podcast featuring in-depth conversations with top founders, operators, and investors. The show offers insights into startup growth, market cycles, and venture capital strategies, and has become a respected resource within the tech ecosystem.Redpoint Ventures, founded in 1999, is a venture capital firm that partners with visionary founders to create and redefine markets. The firm invests in startups across various stages, from seed to growth, and has backed over 578 companies, including industry giants like Snowflake, Looker, Kustomer, Twilio, and Netflix. With 181 IPOs and M&A exits and managing $7.2 billion across multiple funds, Redpoint's expertise in guiding businesses toward success is well-established.Timestamps:In this episode, we discuss:* Logan Bartlett's Path into Venture Capital (1:46)* The 2021 Unicorn Logjam and Future Outlook (4:38)* AI's Role in Reshaping Legacy Companies (8:32)* Liquidity Challenges and Growth Stage Investing (11:16)* Portfolio Construction and Risk Balance (17:16)* Underwriting Series B Investments (22:41)* Portfolio Composition and Risk Appetite (26:36)* Evaluating AI Companies and Revenue Durability (30:01)* Forecasting and Macro Underwriting (35:32)* Key Investment Decision Criteria (40:11)* Traits of Successful Venture Investors (45:28)* Final Thoughts and Takeaways (49:58)I'd love to know what you took away from this conversation with Logan. Follow me @SamirKaji and give me your insights and questions with the hashtag #ventureunlocked. If you'd like to be considered as a guest or have someone you'd like to hear from (GP or LP), drop me a direct message on X. This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit ventureunlocked.substack.com

Get 90 days of Fellow's AI meeting assistant at fellow.app/cooIn this episode, Doug and I cover:Why “AI agent” is more than just a buzzwordThe difference between deflection and resolution in AI-powered supportHow Kustomer structures RevOps, GTM, and forecastingWhat it means to operate with high-context vs. generic playbooksHow Doug thinks about team structure, ownership, and cross-functional clarityPredictions for agent-to-agent communication: “Your AI agent will talk to my AI agent—and we'll both just read the summary.”Timestamps:(02:00) Defining agentic AI in customer service(06:30) From deflection to resolution: Kustomer's AI in action(10:15) How AI is changing the org chart and team design(14:00) The problem with low-context playbooks(17:45) RevOps structuring and ownership(22:00) Forecasting: visibility vs. execution(27:00) AI tooling, integration, and buyer psychology(31:00) Agent-to-agent interactions and AI futurecasting(34:30) What Doug's watching next in ops and AI LinksDoug Hanna on LinkedIn - https://www.linkedin.com/in/douglashanna1/Kustomer - https://www.kustomer.com/Michael Koenig on LinkedIn - https://linkedin.com/in/michael-koenig514Between Two COO's - https://betweentwocoos.com 

If your brand only shows up when a customer has a problem, you've already lost the game.In this episode, we sit down with Gabe Larsen, CMO of Kustomer, to tear into what most B2B marketers are getting wrong, and why brand isn't a “nice to have,” function but rather the differentiator. Gabe drops the kind of no-fluff, first-principles manifesto that B2B leaders need to hear right now: customer service starts at hello, not help.We break down:Why “AI-powered” means nothing if your messaging isn't good enough.How to build a prolific, persistent drumbeat that earns attention.Why LinkedIn is the new B2B battleground (and most marketers are whispering).How digital workers, partnerships, and sharp storytelling are redefining GTM in real-time.

Future of Software, Agents in the Enterprise, and Inception Stage Company Building // MLOps Podcast 293 with Eliot Durbin, General Partner at Boldstart Ventures.Join the Community: https://go.mlops.community/YTJoinIn Get the newsletter: https://go.mlops.community/YTNewsletter // AbstractKey lessons for founders that are thinking about or starting their companies. 15 years of inception stage investing from how data science companies like Yhat went to market in 2013-14 and how that's evolved, to building companies around OSS frameworks like CrewAI; Eliot share's key learnings and questions for founders starting out.// BioEliot is a General Partner @ boldstart ventures since it's founding in 2010. boldstart an inception stage lead investor for technical founders building the next generation of enterprise companies such as Clay, Snyk, BigID, Kustomer, Superhuman, and CrewAI. // Related LinksWebsite: boldstart.vchttps://medium.com/@etdurbin~~~~~~~~ ✌️Connect With Us ✌️ ~~~~~~~Catch all episodes, blogs, newsletters, and more: https://go.mlops.community/TYExploreJoin our slack community [https://go.mlops.community/slack]Follow us on X/Twitter [@mlopscommunity](https://x.com/mlopscommunity) or LinkedIn (https://go.mlops.community/linkedin) Sign up for the next meetup: [https://go.mlops.community/register]MLOps Swag/Merch: [https://shop.mlops.community/]Connect with Demetrios on LinkedIn: /dpbrinkmConnect with Eliot on LinkedIn: /eliotdurbin

Send us a textHey, welcome to another episode of Making Billions, I'm your host, Ryan Miller and today I have my dear friend Tomasz Tunguz. Tomasz is the managing general partner at Theory Ventures, a $700 million AUM venture fund that focuses on one to $25 million investments in software companies. He's invested in companies such as Looker, which was acquired by Google for get this $2.6 billion software company called Kustomer, which was acquired by Meta for a billion dollars. Data observability pioneer Monte Carlo last valued at 1.6 billion and several other unicorns. So what does this mean? Well, it just means that Tomasz understands how to find the best deals, raise capital and exit for eye popping returns. Subscribe on YouTube:https://www.youtube.com/channel/UCTOe79EXLDsROQ0z3YLnu1QQConnect with Ryan Miller:Linkedin: https://www.linkedin.com/in/rcmiller1/Instagram: https://www.instagram.com/makingbillionspodcast/Twitter: https://twitter.com/_MakingBillonsWebsite: https://making-billions.com/[THE GUEST]: Everyday AI: Your daily guide to grown with Generative AICan't keep up with AI? We've got you. Everyday AI helps you keep up and get ahead.Listen on: Apple Podcasts SpotifySupport the showDISCLAIMER: The information in every podcast episode “episode” is provided for general informational purposes only and may not reflect the current law in your jurisdiction. By listening or viewing our episodes, you understand that no information contained in the episodes should be construed as legal or financial advice from the individual author, hosts, or guests, nor is it intended to be a substitute for legal, financial, or tax counsel on any subject matter. No listener of the episodes should act or refrain from acting on the basis of any information included in, or accessible through, the episodes without seeking the appropriate legal or other professional advice on the particular facts and circumstances at issue from a lawyer, finance, tax, or other licensed person in the recipient's state, country, or other appropriate licensing jurisdiction. No part of the show, its guests, host, content, or otherwise should be considered a solicitation for investment in any way. All views expressed in any way by guests are their own opinions and do not necessarily reflect the opinions of the show or its host(s). The host and/or its guests may own some of the assets discussed in this or other episodes, including compensation for advertisements, sponsorships, and/or endorsements. This show is for entertainment purposes only and should not be used as financial, tax, legal, or any advice whatsoever.

Notas y enlaces: https://www.intercambio-ionico.com ¿Qué son los agentes de inteligencia artificial? ¿Qué impacto van a tener en Internet? ¿Cuales son los retos más relevantes para implementarlos? Omar Pera es Ingeniero y Emprendedor, empezó en el CERN (si, el acelerador de partículas), después se fue a Nueva York a montar un estudio de aplicaciones moviles con su hermano. En 2016 montó Reply.ai, una empresa de IA para automatizar atención al cliente, y la vendió a Kustomer en 2020. Después esta fue adquirida por Meta donde Omar trabajo hasta 2023. Ahora es el CPO en Freepik, una empresa clave de IA generativa esta vez enfocada a la creación y edición de imágenes.

Patrocinado por Shakers: https://www.shakersworks.com/accede-a-top-talent?utm_source=podcast&utm_medium=podcast&utm_campaign=itnig En este podcast nos acompaña Omar Pera, cofundador de Reply.ai, la exitosa startup de chatbots de atención al cliente que fue vendida a Kustomer (posteriormente adquirida por Meta). Actualmente, Omar es CPO Product, Labs/AI en Freepik, donde lidera estrategias innovadoras en inteligencia artificial. Omar nos cuenta su inspirador camino, desde sus primeros hackathons en Valencia hasta la creación de Reply.ai, una herramienta desarrollada en apenas dos semanas y enfocada en la automatización del servicio al cliente. A través de experiencias llenas de desafíos y aprendizajes, Omar describe cómo Reply.ai evolucionó para convertirse en una referencia en inteligencia artificial para empresas, adaptándose al sector de seguros y escalando con grandes clientes en Estados Unidos, incluidos hoteles de lujo en Las Vegas. Con su mudanza a Nueva York, Omar y su equipo enfrentaron el reto de pivotar hacia el comercio electrónico, ampliando la funcionalidad de sus chatbots y convirtiéndose en una solución clave para empresas, lo que atrajo finalmente la oferta de adquisición de Meta. Durante su tiempo en Meta como Product Lead, Omar experimentó la rapidez y dinamismo de la cultura de la empresa, aprendiendo lecciones sobre integración de equipos y visión estratégica. Hoy en día, Omar impulsa la innovación como CPO Product en Freepik, liderando proyectos en Labs/AI y participando en adquisiciones como la de Magnific.ai. Este episodio es una dosis de inspiración para emprendedores y amantes de la tecnología, donde Omar reflexiona sobre el crecimiento sostenible, la motivación en equipos creativos y su compromiso por la expansión tecnológica. EVENTOS

Join Jess Cervellon as she sits down with Courtney Conway, former Director of Retention at Brooklinen, to explore the critical significance of customer retention for brands in today's market. Courtney shares her journey from freelance work to key roles in marketing and retention, and offers valuable insights into building effective retention strategies.Jess and Courtney dive into topics such as customer service, shipping experiences, and product satisfaction, discussing how they all interplay to influence customer retention. This episode is a must-listen for anyone looking to elevate their understanding of retention tactics and customer journey analytics.Don't miss this episode if you want to learn about advanced retention strategies, the importance of customer journey analytics, and how to structure your marketing campaigns for long-term success.----------------------------------------

Join Jess Cervellon as she chats with Ashley Harris, the dynamic force behind transforming customer experiences at various leading brands, including Caraway. Ashley shares her experience from working with subscription services to one-time purchase models and how creating a strong, resonant brand is key to success.Jess and Ashley dive into the importance of internal CX management, using AI as a support tool, and building authentic relationships with customers. This episode is essential listening for anyone wanting to elevate their customer experience strategies.What's inside The Juice this week?00:00 Introduction and Ashley Harris's Journey in Customer Experience05:50 Creating a Strong Brand Across Multiple Merchants13:00 Overcoming Customer Support Challenges in Different Retail Environments20:30 The Role of AI in Enhancing Customer Experience 28:45 Importance of Internal Management and Training in CX35:15 Authenticity in Job Interviews and Finding the Right Fit44:00 Building Trust and Engagement through Proactive Customer Communication52:25 The Impact of Inclusivity on Customer ExperienceDon't miss this episode if you want to understand the intricacies of customer experience management, the power of proactive service, and how to truly prioritize your customers.—----------------------------------------------------------------

Join Jess Cervellon as she dives deep with Sarah Levinger, the genius behind groundbreaking NLP reports that revolutionize marketing strategies through emotional insights. Sarah shares her journey—starting from manual tasks to utilizing cutting-edge AI models—that has helped major brands like Hexclad, Fabletics, and Avi thrive.Jess and Sarah discuss the importance of understanding consumer behavior, leveraging psychology in marketing, and the challenges of achieving personalized marketing at scale. The conversation is a must-listen for anyone aiming to enhance their marketing strategies and consumer experiences.Don't miss this insightful episode for anyone looking to transform their marketing strategies, leverage psychological insights, and truly understand their customers.—----------------------------------------------------------------

Don't miss out on our brand new juicy episode featuring Nichole Ramirez, Ecommerce manager at UCLA Store. Nichole brings her vast 15 years of experience in D2C and Ecommerce, sharing invaluable insights on creating a seamless customer experience in both online and offline environments.Jess and Nichole explore the importance of being available to your team, leveraging AI for better communication, and the integration of CX and marketing in Ecommerce. Nichole's dedication to supporting the UCLA community through Ecommerce revenue showcases the broader potential of innovative CX strategies.----------------------What's inside The Juice this week?00:00 Introduction and Nichole Ramirez's Journey to UCLA05:30 Developing a Specialized Customer Experience Team12:00 Implementing AI for Better Customer Interactions18:45 Importance of Communication in Leadership24:20 Leveraging AI and Data Analytics for Business Insights30:05 Evolving Nonprofit Ecommerce for Student Benefits35:50 Enhancing In-Store Pickups for Memorable Experiences42:15 Revenue Generation and Supporting Campus ActivitiesDon't miss this insightful episode for anyone looking to enhance their customer experience strategies, incorporate AI effectively, and support community-driven initiatives!----------------------

Catch the latest episode of "The Juice with Jess Cervellon" featuring Danielle Dawson, Product Marketing Manager at Four Sigmatic. Danielle shares her insights on the challenges of integrating functional mushrooms and plants into products while keeping brand vibes consistent.Jess and Danielle dive deep into why a solid brand voice matters, the perks of knowing your customers, and innovating marketing moves. Get hyped by Danielle's herbalism journey and her tips for ace product development.Don't miss this jam-packed episode for anyone looking to boost their brand game, get to know their audience, and leverage customer data for growth!------------------------------

Tune in to "The Juice with Jess Cervellon" for an illuminating episode featuring Mike Manheimer, CMO of Postscript. Mike shares his insights on the pivotal role of building genuine customer relationships and the transformational power of SMS marketing.Join Jess and Mike as they engage in a dynamic conversation about creative marketing in both B2B and eCommerce, the significance of understanding consumer behavior, and the indispensable value of customer feedback. Get inspired by Mike's strategies for overcoming marketing challenges and the importance of adopting a stoic mindset for success.Don't miss this episode packed with insights for anyone keen on enhancing their marketing strategies, engaging with customers on a deeper level, and leveraging the power of SMS for maximum impact!-------------------------------------

Tune in to "The Juice with Jess Cervellon" for an engaging episode featuring Michael Bair, SVP of Customer Experience at Figs. Michael delves into the fascinating journey of chatbots from their early days in the late 90s and early 2000s to their current state, exploring their impact and effectiveness in modern CX.Join Jess and Michael as they explore the intricacies of chatbot management, customer touchpoints, and the evolving customer demographic. Get inspired by Michael's insights on data-driven decision-making, the value of customer interactions, and the importance of leadership that prioritizes customer feedback at an executive level.----------------------------

Tune in to "The Juice with Jess Cervellon" for an electrifying episode featuring Leanna Nazzisi, Director of CX at Victoria Beckham Beauty. Leanna dives deep into the transformative power of AI in customer experience (CX) and debunks common misconceptions about its role in business.Join Jess and Leanna as they uncover how AI revolutionizes customer experience, freeing up human resources and enhancing feedback analysis, customer support, and education. Get inspired by Leanna's passion for brand-building beyond CX, emphasizing the crucial role of inclusivity in beauty.---------------------------Don't miss this episode packed with practical advice for anyone looking to leverage AI, enhance inclusivity, and improve customer experiences!

Tune in to "The Juice with Jess Cervellon" for an exciting episode featuring Logan Dunn, Head of e-Commerce at Wyze Labs, recorded live at SubSummit in Dallas. Logan shares how integrating advanced tech like generative AI can transform customer relationships and elevate brand experiences.Join Jess and Logan as they discuss how new skills like coding can boost career opportunities and make the most of AI tools. Discover Logan's innovative strategies for unifying customer experiences across channels and shifting from traditional marketing to cutting-edge AI techniques.Logan also talks about Wyze Labs' focus on community building and using feedback loops to enhance customer loyalty. Learn how they've moved from generic email blasts to personalized content with tools like Braze, and how they use AI for video analysis and customer interaction.Don't miss this episode packed with practical advice for anyone looking to leverage AI and community building in their business journey!-------------------------------------

Tune into this inspiring episode of "The Juice with Jess Cervellon" featuring Sam Coxe, the brilliant mind behind Flaus, the world's first electric flosser. Sam shares her unconventional journey from practicing law at a top firm to inventing a game-changing oral care product.Discover how Sam's painful and expensive trip to the dentist sparked the idea for Flaus and propelled her to take the leap into entrepreneurship. Learn about the challenges she faced as a first-time founder, from raising capital to balancing her law career with her startup dreams. Jess and Sam also discuss the challenges faced by female founders, particularly in raising funds, and stress the importance of women supporting women in the business world. They highlight the need for more female investors and a shift towards an abundance mindset.Don't miss this insightful conversation full of tactical advice and inspiration for anyone on the entrepreneurial journey!------------------------------------

Tune in to the latest episode of "The Juice with Jess Cervellon" as she interviews Roma Yumul, the CX Manager at Doctor Squatch, a men's personal care brand carving a niche with naturally derived soaps and unique scents.Roma delves into the significance of building strong relationships with freelancers for enhanced work output and the pivotal role of open communication and personalized interactions in customer retention. Learn about Doctor Squatch's comprehensive approach to customer support, utilizing various channels and data analytics to understand customer sentiment and drive business decisions.Discover how Doctor Squatch balances its brand voice across different platforms and the challenges of implementing AI tools while maintaining top-notch customer experience. Roma discusses the importance of embedding the brand's voice within the support team and ensuring consistent, natural communication with customers.----------------Don't miss this insightful conversation on delivering exceptional customer experiences with Roma Yumul on "The Juice with Jess Cervellon."The Juice with Jess is powered by Kustomer.Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/X/Twitter: https://twitter.com/justjessssssInstagram: https://instagram.com/jessapplesauce

Get Attio, the next generation of CRM: https://bit.ly/AttioThePeel Ed Sim is the Founder of boldstart ventures, which partners with bold founders reinventing the enterprise stack at the inception stage. Ed takes us inside the journey building boldstart, from its first $1m fund in 2010 up to $850m in AUM today. Timestamps: (00:00) Intro (03:48) Evolution of early stage investing(05:11) Inception stage investing (10:32) Backing bold founders reinventing the enterprise stack(11:20) Repeatable ways to build enterprise businesses (12:04) The 5 P's of early stage investing (14:12) Backing Guy Podjarny and Snyk (18:18) Knowing when to follow-on (19:18) The 3 Ch's of a good board member (22:01) How Ed's board role changes over time (24:20) Balancing founder friendly with returns (27:20) How to build customer relationships (30:24) Advice for closing customers (33:47) Creating the Seed category in 2009/10 (37:31) boldstart's $1m Fund 1 (39:00) Why Ed didn't join a large firm in 2012 (39:55) boldstart's $16.5m Fund 2 (40:26) Why LPs passed on the first funds (43:11) Leading rounds in Kustomer, Snyk, BigID, and Blockdaemon in Fund 3 (47:09) Why $112m Fund 4 was the hardest to raise(50:52) Ed's approach to LP fundraising (55:12) Inside Meta's acquisition of Kustomer and sale back to the founders (59:52) Backing Rahul from Superhuman a 2nd time (01:00:52) The different GTM playbooks (01:02:20) Importance of contract size and time to close (01:05:07) Why AI makes security more important (01:06:11) When to switch from founder-led sales(01:07:46) Backing ProtectAI after a conference (01:08:28) Balancing between inbound and outbound sales (01:09:55) Winners and losers in AI (01:15:26) Building the boldstart team (01:25:19) Lessons being an interim CEO (01:27:15) How ZIRP pulled revenue forward (01:29:08) The death of high growth software (01:32:58) Identifying startup opportunities incumbents won't crush (01:35:00) Second order effects of AI (01:36:46) Using "Intuitive TAM" to size new markets (01:38:04) Investing before there's a market map (01:38:57) Balancing family, fitness, and career Referenced: https://boldstart.vc/ Turning Down HBS: https://x.com/edsim/status/1315644287007240193 Ed's tweet on raising Fund 4: https://x.com/edsim/status/1315644287007240193 Second Order Effects of AI: https://www.whatshotit.vc/p/whats-in-enterprise-itvc-379 Death of Hyper Growth: https://x.com/edsim/status/1797613384994623808 Where to find Ed: Twitter: https://twitter.com/edsim LinkedIn: https://www.linkedin.com/in/edsim/ Newsletter: https://www.whatshotit.vc/ Where to find Turner: Twitter: https://twitter.com/TurnerNovak LinkedIn: https://www.linkedin.com/in/turnernovak/ Newsletter: https://www.thespl.it/

Tune in to the latest episode of "The Juice with Jess Cervellon" as she chats with Melanie Cummings, the VP of Product and UX at Fabletics. Jess and Melanie dive into the ever-changing world of customer experience, from old-school retail to cutting-edge e-commerce.Melanie shares her exciting career journey at Fabletics, her shift from B2B to e-commerce, and why omnichannel strategies are a game-changer in today's market. Get the scoop on using AI for customer interactions, crafting seamless user journeys, and boosting customer loyalty with smart return policies and personalized experiences.---------------------------------What's inside The Juice this week?00:00 – 05:15: Meet Melanie Cummings 05:15 – 10:00: From Retail to E-commerce10:00 – 15:30: Creating a Seamless User Journey15:30 – 20:45: Content Marketing and AI Tech20:45 – 25:00: Shifting from B2B to E-commerce25:00 – 30:20: Omnichannel Strategies and Returns30:20 – 35:45: COVID-19's Impact on Behavior35:45 – 40:10: Retail Evolution with Tech40:10 – 45:30: Customer Feedback to Product Improvement45:30 – 50:50: Loyalty Programs and Membership50:50 – 55:00: AI Chatbots for Support and Discovery55:00 – 1:00:00: Education in Sales and Consumer ShiftsDon't miss this deep dive into the holistic approach to brand experience with Melanie Cummings on "The Juice with Jess Cervellon."The Juice with Jess is powered by Kustomer.Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/X/Twitter: https://twitter.com/justjessssssInstagram: https://instagram.com/jessapplesauce

Tune in to the latest episode of "The Juice with Jess Cervellon" as she welcomes Alexandra Vailas, the Senior Vice President of Brand Marketing at Dyper, a brand with a mission of sustainability and transparency. Get ready for an insightful conversation on maintaining consistent branding across diverse retail outlets, balancing a mission with consumer needs, and the journey from influencer to brand marketer.In this episode, Alexandra Vailas and Jess dive into the challenges of controlling messaging across various channels, the innovation of a charcoal diaper, and the role of packaging in brick-and-mortar sales. Discover how Vailas successfully launched products on Amazon and explored her trajectory from blogging to a significant social media following, while emphasizing personalized customer experiences and the evolution of brand marketing in the digital landscape.------------------------------------------What's inside The Juice this week?00:00 - 05:30: Introduction to Alexandra Vailas and Dyper's mission05:30 - 10:15: Consistent branding across Walmart and Amazon15:45 - 20:20: Challenges in controlling messaging on various platforms25:00 - 30:10: Innovation and launch of the charcoal diaper30:10 - 35:25: Importance of packaging and brand messaging35:25 - 40:00: Insight into rebranding for retail differentiation45:20 - 50:40: Transition from influencer to brand marketer55:10 - 1:00:00: Personalized experiences and consumer insights1:00:00 - 1:05:30: Importance of qualitative and quantitative surveying1:05:30 - 1:10:45: Embracing multifaceted career paths and soft ambition-------------------------The Juice with Jess is powered by Kustomer.Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/X/Twitter: https://twitter.com/justjessssssInstagram: https://instagram.com/jessapplesauceConnect with Alexandra: https://www.linkedin.com/in/alexandra-vailas/

Tune in to the latest episode of "The Juice with Jess Cervellon" as she sits down with Jade Cameron, the Head of Community Experience at LSKD, a renowned sportswear company. Get ready for an amazing discussion on cultivating customer loyalty, building brand communities, and the power of personalized experiences in the world of e-commerce.In this episode, Jade Cameron and Jess delve into their experiences in the travel industry and how it has influenced their approach to community and customer experience at LSKD. Discover the intricate balance between art and science in creating authentic connections, surprise, and delight strategies, and the evolving landscape of customer experience in the digital age.-------------------------------------What's inside The Juice this week?00:00 - 05:30: Online store presence and US team dynamics05:30 - 10:15: Comparing US and Australia experiences15:45 - 20:20: Travel tales from Iceland and Ljubljana25:00 - 30:10: Building community pre-apparel launch, communication30:10 - 35:25: Social listening, tech for growth, proactive chat35:25 - 40:00: Decision to open brick-and-mortar store in San Diego45:20 - 50:40: Transition from travel industry to e-commerce, pandemic experiences55:10 - 1:00:00: Personalized experiences, surprising customers1:00:00 - 1:05:30: Creating brand and community simultaneously1:05:30 - 1:10:45: Difference between customer service and community experience------------------------------------------------------------

Join Jess Cervellon and Cate Marques, Chief Experience Officer (CXO) at Terra Kaffe, as they share the key aspects of customer experience in today's rapidly evolving market on this episode of The Juice.Listen to Cate's insights on the growth and development of Terra Kaffe, the importance of mapping the customer journey from acquisition to retention, the challenges and rewards of working in an early stage startup, leveraging AI for CX, and the impact of referral programs on customer acquisition. Like, share, subscribe and more to get more juicy insights! ----------------------------What's inside The Juice this week? 00:00 - 10:15: Introducing Cate Marques: The Terra Kaffe Journey 10:16 - 20:30: Prioritizing Customer Experience in Startups 20:31 - 30:55: Leveraging AI and Data-Driven Insights 30:56 - 41:10: Impact of Referral Programs and Acquisition Strategies 41:11 - 50:00: Social Listening and Handling Celebrity Interactions 50:01 - 60:00: Future Trends in CX and Brand Management --------------------------

Join Jess Cervellon and Jimmy DeCicco, Chief Brand Officer of Super Coffee, as they explore the intricacies of brand management and marketing in the competitive field of consumer-packaged goods (CPG). In this revelatory episode, Jimmy shares his journey from establishing a healthier alternative to mainstream beverages to navigating the dynamic demands of retail and direct-to-consumer sales platforms, with a special focus on their robust presence on Amazon. They explore the critical balance of data-driven decisions and the compelling narratives that drive brand growth. ------------------------------------------------What's inside The Juice this week? 00:00 - 10:15: Introducing Jimmy DeCicco: The Super Coffee Journey10:16 - 20:30: Mastery of Brand Positioning: Standing Out in CPG 20:31 - 30:55: Data vs. Storytelling: Striking the Right Balance 30:56 - 38:00: Decoding Retail Strategies and Amazon Dominance —----------------------------------

Hang out with Jess and special guests Dallin and Bella Lambert - a creator couple with 2.7M followers on TikTok and 3.07M on YouTube. In this episode, Dallin and Bella share tales from their personal life, including their heartwarming adoption story and the strategic moves behind their beloved YouTube channel, “Della Vlogs”. From understanding the “algorithm” to the importance of authenticity, they dive into what it takes to make impactful content that performs. Of course, this wouldn't be a creator episode without talking about brand deals. Jess pulls back the curtain and asks them for the creator perspective on brand partnerships, gifting, and more. Lastly, the episode wraps up with discussing Bella's entrepreneurial background as the founder of Origami Owl, a jewelry brand that she founded when she was only 14!What's inside The Juice this week?00:00 - 08:45: Meet Dallin and Bella Lambert: The Journey to Creator Success08:46 - 19:30: Choosing the Right Brand Partnerships: Strategy and Audience Alignment19:31 - 29:50: Behind the Scenes: Creating Content that Resonates29:51 - 37:20: The Impact of Intentionality: From PR Boxes to Brand Partnerships37:21 - 50:15: Long-term vs. Short-term Brand Deals: What Works Best?50:16 - 01:02:05: Audience Engagement: Understanding & Growing Your Base01:02:06 - 01:12:00: The Future of Influencer Marketing: Trends and Predictions—----------------------------------

Jess is joined by friend and mentor Michelle McCombs, Vice President of Trust and Experience at HopSkipDrive. With her +15 year career in CX, Michelle has no shortage of insights. She got her start in CX working at Disney as a Customer Care Coordinator in 2007. From there, she jumped around working CX roles at various companies until 2017 when she landed at HopSkipDrive, a safe youth transportation solution schools and families rely on to get kids where they need to go.For the past 7 years Michelle worked her way up the ladder at HopSkipDrive where she is now the VP of Trust and Experience - a team that consists of 63 people!In this episode, Michelle discusses the complexity of HopSkipDrive's customer experience and the nuances of running their Trust and Experience department. She also discusses her CX approach, why she places importance on empathy and relationship building, and the metrics she uses to evaluate her team's success. Jess and Michelle also discuss the thoughtful integration of AI in customer experience, its impact on service efficiency, and the importance of balancing tech with a human touch. —------------------------------------------00:00 - 14:45: Michelle's background and landing in CX 14:46 - 25:30: Reinventing Transport for Kids and Elders: The HopSkipDrive Story25:31 - 38:50: Empowering CX with AI: Balancing Tech and Personal Touch38:51 - 48:15: Surprising and Delighting: Stories from the Road48:16 - 58:55: CX Strategies for Retention and Growth59:00 - 01:12:00: Beyond CX: Dreams and Aspirations—--------------------

Jess sits down with Madison Must, former Director of CX at Terra Kaffe and current Sr. Member Experience Manager at dog care brand Sundays. Madison takes us through her career journey from wedding photographer to entering the world of CX as an early hire at Terra Kaffe. From there, Madison climbed the ranks and learned the ins and outs of CX. Madison reflects on her time at Terra Kaffe and discusses what made the customer experience team so integral to the brand's success. She then discusses her move to Sundays and what she was seeking in her next opportunity. Of course, Jess and Madison discuss AI and how CX teams can leverage it, chatbots, and customer retention strategies. They also dive into their best and worst customer experiences as consumers and how brands can turn one time customers into life-long brand members.—-------------------------------------------------------00:00 - 15:30: Madison's Beginnings and CX Evolution at Terra Kaffe15:31 - 24:50: The AI Influence: Integrating Tech into CX24:51 - 37:15: Emails vs. SMS Preferences37:16 - 48:30: Jess's Catalog of CX Nightmares and Lessons from a Suitcase Saga 48:31 - 57:00: Building the CX and Marketing Bridge for Better Customer Journeys57:01 - 01:10:00: From Acquisition to Retention: The CX Essentials with Madison Must—--------------------

Welcome to The Nonlinear Library, where we use Text-to-Speech software to convert the best writing from the Rationalist and EA communities into audio. This is: Should we break up Google DeepMind?, published by Hauke Hillebrandt on April 23, 2024 on The Effective Altruism Forum. Regulators should review the 2014 DeepMind acquisition. When Google bought DeepMind in 2014, no regulator, not the FTC, not the EC's DG COMP, nor the CMA, scrutinized the impact. Why? AI startups have high value but low revenues. And so they avoid regulation (and tax, see below). Buying start-ups with low revenues flies under the thresholds of EU merger regulation[1] or the CMA's 'turnover test' (despite it being a 'relevant enterprise' under the National Security and Investment Act). In 2020, the FTC ordered Big Tech to provide info on M&A from 2010-2019 that it didn't report (UK regulators should urgently do so as well given that their retrospective powers might only be 10 years).[2] Regulators should also review the 2023 Google-DeepMind internal merger. DeepMind and Google Brain are key players in AI. In 2023, they merged into Google DeepMind. This compromises independence, reduces competition for AI talent and resources, and limits alternatives for collaboration partners. Though they are both part of Google, regulators can scrutinize this, regardless of corporate structure. For instance, UK regulators have intervened in M&A of enterprises already under common ownership - especially in Tech (cf UK regulators ordered FB to sell GIPHY). And so, regulators should consider breaking up Google Deepmind as per recent proposals: A new paper 'Unscrambling the eggs: breaking up consummated mergers and dominant firms' by economists at Imperial cites Google DeepMind as a firm that could be unmerged. [3] A new Brookings paper also argues that if other means to ensure fair markets fail, then as a last resort, foundation model firms may need to be broken up on the basis of functions, akin to how we broke up AT&T.[4] Relatedly, some top economists agree that we should designate Google Search as 'platform utilities' and break it apart from any participant on that platform, most agree that we should explore this further to weigh costs and benefits.[5] Indeed, the EU accuses Google of abusing dominance in ad tech and may force it to sell parts of its firm.[6] Kustomer, a firm of a similar size to DeepMind bought by Facebook, recently spun out again and shows this is possible. Finally, DeepMind itself has in the past tried to break away from Google.[7] Since DeepMind's AI improves all Google products, regulators should work cross-departmentally to scrutinize both mergers above on the following grounds: Market dominance: Google dominates the field of AI, surpassing all universities in terms of high-quality publications: Tax avoidance: Despite billions in UK profits yearly, Google is only taxed $60M.[8] DeepMind's is only taxed ~$1M per year on average. [9],[10] We should tax them more fairly. DeepMind's recent revenue jump is due to creative accounting, as it doesn't have many revenue streams, but almost all are based on how much Google arbitrarily pays for internal services. Indeed, Google just waived $1.5B in DeepMind's 'startup debt' [11],[12] despite DeepMind's CEO boasting that they have a unique opportunity as part of Google and its dozens of billion user products by immediately shipping their advances into[13] and saving Google hundreds of millions in energy costs.[14] About 85% of the innovations causing the recent AI boom came from Google DeepMind.[15] DeepMind also holds 560 patents,[16] and this IP is very hard to value and tax. Such a bad precedent might cause either more tax avoidance by OpenAI, Microsoft AI, Anthropic, Palantir, and A16z setting up UK offices, or it will give Google an unfair edge over these smaller firms). Public interest concerns: DeepMind's AI improves YouTube's algorithm and thus DeepMind indirectly polarizes voters.[17] Regulators s...

Have you ever wondered how brands get products to celebs like Justin Bieber, and then get Justin to post about it? If the answer is yes then tune into this episode with Sarah Grosz, an influencer marketer at Allbirds. Sarah started her career in social media and knows the ins and outs of influencer marketing by heart. She's helped brands of all sizes perfect their influencer strategy.In this episode, we're discussing the tips and tricks behind gifting, how to work with different influencers, what makes a video go viral, dealing with marketing flops, and more!We also discuss TikTok Shop and why Jess and Sarah have a love-hate relationship with it. Don't just stand by—engage, react, and be a part of our juicy conversation about everything from micro-influencers to macro-strategies. Like, share, buzz in the comments, and subscribe for your weekly serving of The Juice with Jess!—-----------------------------What's inside The Juice this week?00:00 - 09:59: The Power of Storytelling10:00 - 15:45: Speaking Social: Unlocking Customer Success & Brand Identity15:46 - 24:10: Engaging with Consumable Products32:46 - 40:12: Content Creation and User Engagement40:13 - 47:27: Finding Community and Influence 47:28 - 53:45: Marketing Metrics: Beyond CPM and Customer Acquisition53:46 - 59:52: Encounters with Macro Influencers and Manual Marketing Techniques59:53 - 01:03:05: The Power of AI in TikTok Shopping and User-Generated Content—--------------------The Juice with Jess is powered by Kustomer.Connect with Jess onLinkedIn: https://www.linkedin.com/in/jess-cervellon/X/Twitter: https://twitter.com/justjessssssInstagram: https://instagram.com/jessapplesauceConnect with Sarah on LinkedIn: https://www.linkedin.com/in/sarahgrosz/

Unlock the secrets of customer retention and CX mastery with our latest episode featuring expert Eli Weiss, VP Retention Advocacy at Yotpo. Join us as Eli shares his inspiring journey from facing countless rejections to becoming a trailblazer in customer experience. In this juicy episode, we're squeezing out insights on leveraging AI for sentiment analysis in the early stages of a brand's life, the vital role of inclusive and respectful interactions within the industry, and the definitive edge that kindness offers in both B2B and B2C landscapes. Eli and I also share the ripe details of our transitions across different industry roles, and how these experiences shaped our understanding of diversity and customer experience strategies. Don't forget to like, share, comment and subscribe for more!What's inside The Juice this week?00:00 - 10:11: CX & Retention: Advocating for Customer Needs10:11 - 17:00: Tools for Community Building17:00 - 29:09: Use Targeted Email Strategies29:09 - 43:03: AI in Customer Service and Other Trends43:03 - 51:51: Challenges in Business Retention and Overcoming Rejection51:51 - 57:24: Imposter Syndrome in a CX Career57:24 - 01:01:11: Loyalty Programs: Enhancing or Hindering CX?The Juice with Jess is powered by Kustomer.Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/X/Twitter: https://twitter.com/justjessssssInstagram: https://instagram.com/jessapplesauce

Welcome back everyone to "The Juice with Jess Cervellon," where we squeeze the latest insights out of the customer journey and experience. In this episode we're diving into the heart of customer success with none other than Corey Walker, the Sr. Strategic, Enterprise Customer Success Manager at Enboarder. Enboarder is a platform that helps companies nurture cultures of connection and belonging where every moment matters. Corey and Jess will talk about why creating positive employee experiences is crucial for retention and achieving those all-important revenue goals, especially in B2B landscapes.----------------------------------What's inside The Juice this week?00:00 - 04:20 The intersection between Customer Support and Customer Success04:23 - 08:00 Enhancing employee experience through tailored communication strategy.08:06 - 10:40 Customer success role focused on renewals10:46 - 14:25 The importance of customer success as a strategic advisor14:25 - 18:09 The difference between Customer Success and Customer Support28:05 - 32:00 Leveraging AI to increase efficiency34:34 - 39:00 Overcoming self-doubt in your career39:16 - 41:00 The struggle to involve large customers in beta testing.---------------------------------Don't forget to like, share, and subscribe to get more juicy episodes every week!The Juice with Jess is powered by Kustomer.Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/X/Twitter: https://twitter.com/justjessssssInstagram: https://instagram.com/jessapplesauce

Episode #328 of The VentureFizz Podcast features Ellen Chisa, Partner at boldstart ventures. Back in 2016, we wrote a profile about Ellen on VentureFizz when she was leading product management at Lola.com. The profile was part of a series that we called Driven, which I think is a very fitting word to describe Ellen… and ironically, the discussion around considering a role in venture capital actually came up. So, in my opinion, it was only a matter of time. From being part of the winning team in high school for the FIRST Robotics competition, to starting a company in college, to a career path in product management, to leading a company that was developing a new programming language… Ellen has built the perfect core foundation for a successful career as an investor. boldstart is a venture capital firm that is your partner from inception for developer first, infrastructure, & SaaS founders that looking to turn your idea into a category-creating iconic company. The firm's portfolio includes companies like Snyk, Kustomer, BigID, Superhuman and many more. In this episode of our podcast, we cover: * A conversation about what makes a great product manager. * Ellen's background including the story off taking some time of to build an EdTech startup with other classmates while in college at the Olin School of Engineering, * Working on early mobile initiatives at Microsoft, then joining Kickstarter as a Product Manager, and what led her to pursue her MBA at Harvard Business School. * Meeting serial entrepreneur, Paul English, and leading product at Lola.com, a travel app. * Developing a new programming language for her startup called Dark with Paul Biggar which allows companies to build software faster, plus what this experience taught her in terms of leading a company and getting adoption with the developer community. * The future of AI developed code. * How she landed in venture capital at boldstart including what she is targeting for investments and what has been her biggest surprise as a VC. * Startup pitch advice. * And so much more.

Make sure you're subscribed to The Juice with Jess Cervellon wherever you get your podcasts.Welcome to The Juice with Jess Cervellon, where we dive deep into the art and science of customer experience and brand loyalty. Join us as we embark on this exciting journey to uncover the secrets behind building amazing brand experiences.The Juice with Jess is powered by Kustomer.Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/X/Twitter: https://twitter.com/justjessssssInstagram: https://instagram.com/jessapplesauce

Jamin Ball is a Partner @ Altimeter Capital where he sits on the board of Airbyte, Clickhouse, dbt Labs, Prisma, Tabular. Jamin has also led investments in Deel, MotherDuck, Personio and Starburst. Prior to Altimeter, Jamin spent 5 years at Redpoint where he led investments in Workato, Monte Carlo, Cityblock Health, Root Insurance. Ed Sim is one of the best seed round investors in venture as the Founder and Managing Partner @ Boldstart, Ed focuses specifically on developer, infra and SaaS at pre-seed and seed round. Over the last decade, Ed has backed some of the best including Snyk, BigID, Kustomer, Front and Superhuman. In Today's Episode We Discuss: 1. How to Invest Successfully in 2024: What are the three biggest mistakes growth investors can make in 2024? Why should founders not start a platform company? What were Jamin and Ed's biggest mistakes from the ZIRP era? How does Jamin justify paying an $8BN price for Hopin? What were his lessons? 2. The M&A Markets in 2024: Did Figma kill the M&A markets for 2024? What should we expect in M&A? Why will private companies buying private companies be a massive segment in 2024? What are Ed and Jamin's biggest tips to founders considering selling their company in 2024? 3. When Will IPOs Come Back: What will be the catalyst to the opening of the IPO markets? Will Stripe and Databricks go public in 2024? What others should we expect? What are the three requirements for a company to go public in 2024? 4. Firesales: Investors Need Cashback: Why does Ed believe now is the time in the cycle where late-stage investors want cash back to distribute back to their LPs or to recycle? What should we expect to see in terms of acqui-hires and firesales? What are the different incentives when comparing founders vs early stage VCs vs late stage VCs when it comes to acquisitions?

Twenty Minute VC Key Takeaways  The best talent wants to join a company not at the highest price, but at the best price with the right amount of capital for the right risk There are three types of seed rounds: Discovery (sub $2m), Classic ($3m to $5m), and Megatron Jumbo ($5m+)To win in today's venture climate, you must get “ball control” in any round that is presented to youBe as disciplined as possible concerning your entry price “I think AI is the most transformational thing that we are ever going to see in a long time. However, I still think it's f***ing hard to make money there.” – Ed Sim  While some people encourage investors to perpetually lean into their investments, sometimes it is best to lean out and strategically sell in increments over time Ownership matters, but it must also be balanced out with valuations The hardest problems to solve often take longer to solve; businesses working on addressing these problems may appear “slow”, but they might be massive winners in the long run Read the full notes @ podcastnotes.org Ed Sim is one of the best seed round investors in venture as the Founder and Managing Partner @ Boldstart, Ed focuses specifically on developer, infra and SaaS at pre-seed and seed round. Over the last decade, Ed has backed some of the best including Snyk, BigID, Kustomer, Front and Superhuman. In Today's Episode on Seed Rounds We Discuss: The Three Types of Seed Round: What are the three different types of seed round today? Has seed ever been this competitive? Will seed be unimpacted by the macro decline we are seeing? Why are growth and multi-stage funds being more active than ever in seed? 2. Too Much Cash Will Kill You! Why does Ed believe that too much capital can kill companies at the seed round? Why does Ed believe that the best founders are not always optimising for the highest price? What are the single biggest negatives of taking a high price at the seed round? What advice does Ed have for founders who have large offers from multi-stage funds at seed? 3. Is Growth Dead? Why does Ed disagree and suggest that growth is not dead? What do multi-stage and growth funds now what to see that they did not before? How will the growth market evolve over the next 12-18 months? 4. IPOs, AI and M&A: What will cause the IPO windows to crack open again? Why does Ed believe that many investing in AI are simply giving money to Nvidia? Does Ed agree that 95% of the cash going into AI from venture today will go to zero? Will we see more or less M&A in the next 12 months? How did Ed evaluate the Loom acquisition by Atlassian?

Ed Sim is one of the best seed round investors in venture as the Founder and Managing Partner @ Boldstart, Ed focuses specifically on developer, infra and SaaS at pre-seed and seed round. Over the last decade, Ed has backed some of the best including Snyk, BigID, Kustomer, Front and Superhuman. In Today's Episode on Seed Rounds We Discuss: The Three Types of Seed Round: What are the three different types of seed round today? Has seed ever been this competitive? Will seed be unimpacted by the macro decline we are seeing? Why are growth and multi-stage funds being more active than ever in seed? 2. Too Much Cash Will Kill You! Why does Ed believe that too much capital can kill companies at the seed round? Why does Ed believe that the best founders are not always optimising for the highest price? What are the single biggest negatives of taking a high price at the seed round? What advice does Ed have for founders who have large offers from multi-stage funds at seed? 3. Is Growth Dead? Why does Ed disagree and suggest that growth is not dead? What do multi-stage and growth funds now what to see that they did not before? How will the growth market evolve over the next 12-18 months? 4. IPOs, AI and M&A: What will cause the IPO windows to crack open again? Why does Ed believe that many investing in AI are simply giving money to Nvidia? Does Ed agree that 95% of the cash going into AI from venture today will go to zero? Will we see more or less M&A in the next 12 months? How did Ed evaluate the Loom acquisition by Atlassian?

In this episode of Origins, Nicholas Chirls (Notation) and Beezer Clarkson (Sapphire Partners) host Ed Sim, founder of Boldstart and Seyonne Kang, Partner at StepStone. Ed is the founder of boldstart ventures, a day-one partner and true believer for developer first, enterprise infra, & SaaS founders. He is currently a board member/observer of Snyk, Blockdaemon, Kustomer (sold to Meta), BigID, Protect AI, Env0, among many others. Seyonne is a member of the private equity team, focusing on venture capital and growth equity investments. Prior to StepStone, she was a partner with Greenspring Associates, a venture capital and growth equity investment firm that merged with StepStone in 2021. We cover a wide range of topics, including our predictions for Q4 fundraising, when the market will bottom (if it hasn't already), what happens to multi-stage firms, AI (and other) hype cycles, and how VCs can and should think about liquidity in a market like this. Enjoy! Links to articles discussed: Best startup locations in the US Raise Less, Build More

Gabe Larsen, CMO at Kustomer, brings to light the many AI platforms that can be utilized to help companies generate more revenue. This speaker from the AI Revenue Summit breaks out what AI is and how it can be used efficiently. To stay current on our latest events, follow us on Linkedin. Useful Timestamps: 2:00 - ChatGPT: Engaging, seamless, versatile2:48 - Fireflies: Effortless, easy, actionable3:37 - Favorite feature of fireflies: AI summaries for meetings4:14 - Midjourney: Access to AI-generated images5:28 - Superhuman - Efficient email management7:17 - Scalenut - AI-powered content creation8:02 - Murf: High-quality voiceovers8:44 - Pictory: High-quality videos9:39 - Jasper.ai: Time-saving content creation10:36 - AdCreative.ai: AI-generated ad creatives11:12 - Perplexity.ai: Accurate and relevant search results12:53 - Closing Remarks 

Sergio Prada (⁠@sergioprada666⁠ en Twitter) es Co-Fundador y CTO de Metal (YC23), empresa especializada en la implementación de aplicaciones de Machine Learning para descifrar significado en datos no estructurados a través de incrustaciones. Fue Software Engineer en Meta y en Kustomer, empresa adquirida por Meta. Sergio nos cuenta en este episodio la compleja intersección entre la inteligencia artificial y la gestión de la memoria. Su empresa ha desarrollado Motorhead, un servidor open source de recuperación de memoria e información para modelos de lenguaje grandes (LLM). En el podcast, Sergio profundiza en el papel fundamental que desempeñan los "embeddings" - representaciones numéricas de datos que permiten encontrar similitudes - y cómo se asemejan a la memoria humana en su función. Estos conceptos son pieza clave en el desafío de mejorar la retención de contexto y la memoria a corto plazo en los chatbots. Además, Sergio analiza la evolución de la IA y destaca la importancia de las soluciones de código abierto y su impacto en el panorama tecnológico actual.

Tangled Terms — why one new player in the TV ad space is being red flagged. Meta swipes left on its Kustomer platform. Instagram Stories finally get the upgrade marketers have wanted. And YouTube continues to beef up Shorts — this time with revenue analytics..

Hey CX Nation,In this week's episode of The CXChronicles Podcast #199 we welcomed Somya Kapoor, CEO & Co-Founder at TheLoops based in San Jose, CA.TheLoops Intelligent Support Operations platform provides visibility, insights and automations across your support stack. Drive operational efficiency while utilizing insights to retain revenue and customers.TheLoops integrates product signals and customer data so you can understand what's happening outside your support tools without a data scientist. In this episode, Somya and Adrian chat through how she has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across her own customer focused business leader journey.**Episode #199 Highlight Reel:**1. Perfecting the art of predicting your customer's behaviors2. Leveraging the data in your tech-stack to build your feedback loops 3. How building your Voice Of Customer reporting creates awareness 4. Information and best practices about benchmarking & industry insights 5. Measuring the ROI of your CX and customer success efforts & activities  Huge thanks to Somya for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.Click here to learn more about Somya KapoorClick here to learn more about The Loops AIIf you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.You know what would be even better?Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button). Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!Support the show

Tomasz Tunguz is the Founder and General Partner @ Theory Ventures, just announced last week, Theory is a $230M fund that invests $1-25m in early-stage companies that leverage technology discontinuities into go-to-market advantages. Prior to founding Theory, Tom spent 14 years at Redpoint as a General Partner where he made investments in the likes of Looker, Expensify, Monte Carlo, Dune Analytics, and Kustomer to name a few. Tom also writes one of the best blogs and newsletters in the business which can be found here. In Today's Episode with Tomasz Tunguz We Discuss: Founding a Firm: The Start of Theory: Why did Tom decide to leave Redpoint after 14 years to found Theory? What are 1-2 of his biggest lessons from Redpoint that he has taken with him to his building of Theory? What does Tom know now that he wishes he had known when he started investing? 2. From 150 LP Meetings to Closing $230M: Raising a Fund I How would Tom describe the fundraising process? How many meetings with LPs did he have? How many did he know previously? What documents did he share with LPs? Did he have a dataroom? How did he use it? How did Tom create a sense of urgency to compel LPs to come into the fund? How does Tom feel about the debate between one close and multiple closes? What was the #1 reason LPs said no to investing? What worked and Tom would do again for the next raise? What did not work and he would change for the next raise? 3. Where Will Value Accrue in the Next Decade of AI: Startup vs Incumbent: Will incumbents embrace AI before startups are able to acquire distribution? Infrastructure vs Application Layer: Where will the majority of value accrue in the next decade; infrastructure or application layer? Bundled or Unbundled: Will bundled services be the dominant consumer and enterprise choice or will unbundled specialized solutions win? 4. AI and The World Around It: How does Tom believe AI could save the US economy? Why does Tom believe Google are the losers in the AI race? Which incumbents have responded best to AI? Why does Tom believe we will be in a worse macro place at the end of the year than we are now?

Customers are evolving. Customer service and customer experience needs to evolve with it. Your business brand or your personal brand is enabled by your customers' trust and confidence in that brand. And putting the customer first today requires greater speed and agility than ever before.Gabe Larson, Head of Marketing at Kustomer which has recently been acquired by Meta and host of the Customer Service Secrets podcast, shares what it means for him and his company to put the customer first in today's market and how it can shift our mindset from viewing customer service as a cost and more as a revenue generator.Is customer service your ONE Thing? Visit the1thing.com and find out how to align your teams around your priorities to see results that move the business forward.To learn more, and for the complete show notes, visit: the1thing.com/pods.We talk about:The power and impact of customer confidenceThe core pillars of building a sustainable brandUsing creative plagiarism outside of your field for inspirationThe changing expectations of customer serviceLinks & Tools from This EpisodeLearn more: kustomer.comListen: Customer Service SecretsConnect with Gabe: linkedin.com/in/gabelarsenFree ResourcesWant to be a guest or share feedback? Email podcast@the1thing.com

On today's episode, we're talking to Miku Jha, Director of Applied AI and Innovation: Business Messaging and Ads here at Meta and Vikas Bhambri, Director of Sales and CX at Kustomer, recently acquired by Meta.   We talk about:   - The growth of messaging as a preferred form of communication.  - The shift to business messaging and what it will mean for companies that adopt it. - Cultural and global trends around how business messaging is evolving. - Why businesses should embrace messaging now and not later. - Customer expectations around business messaging vs. traditional channels. - Advice for companies experimenting with business messaging. - The most important concepts to keep in mind when adopting business messaging.   #innovation #technology #genz #metaverse #socialmedia #socialmediamarketing   Keep up with the latest from Meta's Business Engineering Team by following us on Medium.   

Logan Bartlett is a Managing Director @ Redpoint, a firm with a portfolio including the likes of Stripe, Nubank, Twilio, Netflix, Snowflake and many more incredible names. As for Logan, at Redpoint he has led investments in the likes of Ramp, Monte Carlo, Cribl, Crossbeam and Acuity MD to name a few. Before joining Redpoint, Logan spent over 5 years with the team at Battery where he made investments in Pendo, Amplitude, Dataiku, Braze and Kustomer. In Today's Episode with Logan Bartlett We Discuss: 1.) Entry into Venture: How Logan made his way into the world of venture joining Battery Ventures? What are 1-2 of Logan's biggest takeaways from his time with Battery? What does Logan know now that he wishes he had known when he started in venture? 2.) The Venture Landscape Today: Is now really the best time to be investing? How does Logan compare today to prior vintages? How does this differ when comparing consumer to B2B? How does Logan analyze the state of the growth market? Is anyone really doing deals today? If so, what is the discount on price vs last year? How do the public markets impact the later stage financings which have disappeared in the last 3 months? How do the later stage financings impact the early stage? Does Logan agree that "venture has never been less collaborative as it is today"? 3.) The Role of the Venture Investor: Why does Logan believe that VCs have gotten lazy over the last 2 years? Does Logan believe we will see even more GPs at the top retire in the downturn? How does Logan analyse his role as a board member today? How has his style changed over time? What is the single best board Logan is on? Why that one? Who is the best board member Logan works with? What makes this board member so good? How does Logan assess the importance of personal brand in venture today? Why does Logan believe no company should hire PR firms from the early days? 4.) Investing Style and Lessons: What has been Logan's single biggest hit as an investor? How did seeing that impact his mindset? What has been Logan's biggest miss? How did not doing the investment change how he thinks about making new investments today? How does Logan assess his own relationship to price? How has it changed over time? As a growth investor today, how important is ownership? How does this change with stage? Items Mentioned in Today's Episode: Logan's Favourite Book: Team of Rivals: The Political Genius of Abraham Lincoln Logan's Most Recent Investment: AcuityMD

In this episode of the Revenue Builders podcast, Neeraj Agrawal, General Partner at Battery Ventures, joins our hosts John Kaplan and John McMahon to discuss the nitty gritty of doing business in today's markets. Neeraj sits on more than a dozen boards and has invested in several companies that have gone on to stage IPOs. As a serial investor with a long list of companies in his portfolio, Neeraj knows a thing or two about helping startups turn an idea into a full-fledged company. Tune in to hear actionable tips on leadership, growth, and revenue from the man himself, including how he chooses the companies he works with as an investor. Additional Resources:Donate to Hack Diversity: https://www.hackdiversity.com/LinkedIn: https://www.linkedin.com/in/neerajagrawal2000/5 Traits of Successful Leaders: https://forc.mx/3BrMkHhListen to More Revenue Builders: https://forc.mx/3bfW5OdHIGHLIGHTS4 key dimensions that determine the success of companies Timing is more predictive of success than market sizeGreat product and sales processes are crucial for sustainable growthLessons learned from successful and failed investments Technical founders aren't necessarily the best CEOs The bull market is on its way out, what about it?Your company reputation is everythingHow Neeraj chooses the companies that he works withGUEST BIONeeraj joined Battery in 2000 and invests in SaaS and internet companies across all stages. He has invested in several companies that have gone on to stage IPOs, including Bazaarvoice (NASDAQ: BV); Coupa (NASDAQ: COUP); Guidewire Software (NYSE: GWRE); Marketo (NASDAQ: MKTO, acquired by Vista Equity Partners); Nutanix (NASDAQ: NTNX); Omniture (NASDAQ: OMTR, acquired by Adobe); RealPage (NASDAQ: RP); and Wayfair (NYSE: W).He also invested in several companies that have experienced M&A events, such as A Place for Mom (acquired by Warburg Pincus); AppDynamics (acquired by Cisco); Brightree (acquired by ResMed); Chef (acquired by Progress); Glassdoor (acquired by Recruit Holdings); Internet Brands (acquired by Hellman & Friedman); Kustomer (acquired by Meta); OpsGenie (acquired by Atlassian); Stella Connect (acquired by Medallia, Inc.); and VSS Monitoring (acquired by Danaher). Neeraj also played a key role in several other Battery investments including Groupon (NASDAQ: GRPN); ITA Software (acquired by Google); and Sabre (NASDAQ: SABR).Neeraj is currently on the boards of Braze (NASDAQ: BRZE), Compt, Catchpoint, Dataiku, Level AI, LogRocket, Pendo, Reify Health, Repeat, Scopely, Shortcut (formerly Clubhouse), Sprinklr (NYSE: CXM), Tealium, Wunderkind (formerly BounceX), Workato and Yesware. He is a board observer for InVision and Mattermost. Neeraj has also made seed investments in companies including 8fig, Dooly, PayStand, Proton, Reibus International and UserGems since 2020.QUOTESNeeraj on the challenge of timing your investment: "The challenge often is if you invest too early, you've got a good idea but you run out of money before the inflection point happens. And if you invest too late, somebody else captures the market. Having a sense of the timing is really important and like most things in life, luck has a lot to do with it."Neeraj on why both product and sales are crucial for success: "Ultimately, great companies are built on great products and great sales. You can kind of fake it for a while now on the sales side, but the longer you wait to put in the fundamentals, the harder it is to do later." Neeraj on how he chooses the companies that he backs: "Life's too short. If this isn't a person that I want to back from beginning to exit, they don't have the right coachability and skill to read my mind, it's probably time to move on and look at other investments."Check out John McMahon's book here: https://www.amazon.com/Qualified-Sales-Leader-Proven-Lessons/dp/0578895064

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

Gabe leads Kustomer's worldwide marketing efforts, including advertising, brand, communications, demand, and digital. Before joining Kustomer, Gabe was the VP of Marketing InsideSales.com where he helped create the sales acceleration category and grow the company from six to nearly one-hundred million in revenue. Gabe spearheaded the brand transformation, establishing InsideSales.com as an industry thought leader, and pioneering a new enterprise go-to-market motion. Prior to InsideSales.com, Gabe served as a senior managing consultant at a research-based, global performance management company Gallup, Inc. While at Gallup, Gabe helped establish Gallup's Middle Eastern headquarters in Dubai, sell a $10M dollar deal, and lead customer transformation projects for companies like Toyota, Honda, and IKEA. Previous to Gallup, Gabe worked for Goldman Sachs as an equity derivative specialist. Gabe oversaw derivative activity on the London and Hong Kong exchanges for 75 U.S hedge funds, managing $750 million to $30 billion under assets. Gabe has never been a typical marketing leader and the numbers and achievements show it. If Gabe is not creating marketing strategies, partnering with sales people to close a deal, producing content to build pipeline, or pioneering new marketing and sales approaches, you'll find him at home playing with his four boys, at the nearest karaoke bar pretending he's on America's Got Talent, or at the gym playing basketball like he's still in high school.

Something that we all want and could all use is the knowledge and ability to turn the customer into an ambassador of your brand. I'm taking here from a post that Grace Lau, Director of Growth at Dialpad did for Kustomer. It was such a great summary of this topic, that I wanted to give you a little bit of an overview of some of the takeaways I had on it. To see more about that post, you can check it out on the Kustomer blog: www.kustomer.com/blogThe most trusted source of recommendations 1:30What a brand ambassador is 2:25Communication needs to go both ways and provide omnichannel customer support 5:07Customer experiences in digital marketing can really help build trust 8:27“I think to retain customers you don't just want contact deals, you gotta engage with them. That means communication must go both ways. Competitions, freebies, promotions, or limited edition products, great ways to start to reward your loyal customers and keep that mailing list engaged.” 5:07

Gary Benitt is a managing partner at Social Leverage, a $99M seed fund with investments that include Robinhood, Rally Road, Kustomer and more.  Gary is a serial entrepreneur who likes to invest early and lean in.