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In this celebratory episode, The Suite Spot hosts two TMG veterans, Director of Product – Respond and Resolve™, Jackie Avery, and Chief Technology Officer, Jason Lee, on the podcast to commemorate the 10 year anniversary of the Respond and Resolve™ digital solution.  Jackie Avery discusses what the milestone means to her and her team, and how responding to reviews is the foundation for connecting to guests and why it’s critical for hoteliers to give authentic responses to their guests. Jason joins the podcast to share the history and evolution of the Respond and Resolve™ digital solution and how it has become the industry solution service it is today.  Ryan Embree: Welcome to Suite Spot, where hoteliers check in, and we check out what’s trending in hotel marketing. I’m your host, Ryan Embree. Hello everyone, and welcome to another episode of The Suite Spot, a celebration, my favorite type of episodes we have on the Suite Spot. Very excited to share a milestone and achievement, a celebration, like I said, a 10 year anniversary of our award-winning, industry leading Respond and Resolve™, review response solution. Here with the Product Director of Respond and Resolve™, Jackie Avery. Jackie, welcome back to the Suite Spot. Jackie Avery: Thank you. I’m so happy to be here. I’m so excited to talk about this too. Ryan Embree: Congratulations, what a feat. 10 years of responding to reviews. We are gonna have the opportunity to speak with Jason Lee, our Chief Technology Officer, and we’re gonna talk to him about really the history and evolution of this solution, and really guest feedback management in general, how that’s evolved over time. But with you, I thought we’d start with talking about present today and this solution respond and resolve, again, responding to guest, hotel, guest reviews. What makes this so special? What is the secret sauce? Why has it seen such an explosion of growth from our hotel partners, and what do people love about it? Jackie Avery: Yeah, so I’d say everyone on my team probably has a different answer to this, but for me, it really comes down to passion, time, and flexibility. So we’re really passionate about that connection making, you know, that moment with the guest truly matter. Taking the time to really connect in that way with them. And I’d say, I guess right, others might say, well, you know, these other people within the industry or at the hotel also have that passion and, and care about that connection. So, I think we all agree that that’s really important. But then you come to also adding in time. So someone might be able to dedicate an hour to responding to their guest reviews, or maybe even a few hours a week, and they feel really good about that. But like for us, right? This is day in, day out. This is what we do all day long. We really have the time to not only have the passion for that connection with the guest, but take the time to think about what they wrote and how they wrote it. And so, and there are gonna be people who have the passion and have the time, and I absolutely do not wanna diminish that. I’m so happy that they do. I’d say the third, and just as equally important aspect though, is flexibility. So this is an ever changing landscape, right? One moment. The M dash in writing makes you sound human. It’s casual. This is how you connect. The very next day, that’s an indicator of AI. If you’re using that, no one thinks you’re you. So in the past, right, you would start writing a response and you just wanna make sure you’re not sounding defensive, you’re not being dismissive of, whatever their concern is. And that’s still important, but that’s not where you start anymore. You start by convincing someone that you’re a person, you’re sitting at a computer taking away from all of these other aspects of your job, and you’re like, my first step is showing everyone that I’m me and I’m real. So, on top of all of that, right now, you’ve got that going on. Maybe, you know, you feel like you’ve got a handle on it. There is a very intense, again, ever changing landscape when you’re thinking about the political climate, the economic climate, and those impacts the guests and travel. We all know that. And so it’s really hard to meet a guest where they’re at. If you’re not keeping up to date with everything going on. You have to be aware of those shifts that are happening all the time to everyone. Ryan Embree: Yeah. It’s ever changing, especially over the course of a decade, which has obviously been the timeline of this solution here. And you’re absolutely right. I mean, that authenticity is so key to show the guest that you actually care about what you wrote. And you’re right, there’s a challenge now to almost convince that guest that I am real. I am listening to you and I’m connecting. And there’s a reason why in this age of technological advancement and AI, we were talking about it every single day. We’re at the peak of technological advancement. Every single day we move forward, there are still hotels that come to us and say, we want to maintain a human to human connection. We don’t want AI to be responding or generating responses that are going straight to our guests. Why do you feel like that is, and and what are the feedback you’re hearing for these hotel partners? Jackie Avery: Yeah, so when you zoom out, right? Guests are the entire reason that hotels exist. So when you’re considering reviews and checking reviews before you stay somewhere or leaving a review, after you’ve departed, these are really important aspects of the guest journey. They’re a part of your guest experience. So when you are a property who is fully invested in your guests having a great experience at your hotel, you want them to be surprised when they come in the best ways. You want them to leave with the best memories and spread that by word of mouth and online, you understand that you have to continue that real connection the same way you want to at the front desk in those points online. You have to connect with them human to human in that review response. Ryan Embree: You know, Jackie, one of the things that I think makes the solution so special, and something you’ve done a great job of is curating this team of professional writers where a lot of these writers here went to school for writing and communication. You know, these are degrees that are their specialty. They have a passion for this, right? And you talk to a general manager nowadays maybe they didn’t, maybe they don’t have a passion in writing, right? Like, that wasn’t why they got into hospitality to say, I wanna be a writer. But, you know, you created this team that also understands the nuances of the hotel world. It’s the only vertical that we work with in hospitality. And there’s so many of those little nuances that you have to teach and you have to incorporate in your messaging and in your review response writing to make sure that is articulated so clearly to your guests, or really it undermines your reputation as a whole. Talk to us a little bit about some of those nuances, maybe some examples and how you’ve been able to generate just this team of, again, just incredible writers. Jackie Avery: So, I’m fortunate because we’re doing this episode to celebrate 10 years. So we know what we’re looking for and we have experience in how to train specifically writing for hospitality and guest reviews. So fortunately, you have these degrees where people come in, they’re educated, they know how to write well, and then you have this training based on real world experience. And having seen the evolution of guest reviews. You used to get it where guests only left reviews when they’re angry. That’s not the case anymore. Guests go, they love the praise of feeling rewarded for leaving a good review. They wanna leave a good review. And having written so many, right? Each individual learns something and takes it back to the team. So it’s consistent workshops, it’s creative workshops, it’s adjusting to the new landscape, right? Being aware of what is seen as AI and what is AI. Being able to identify a review where a guest used AI to leave it, maybe. Or also being able to take a moment and pause and know the best way to reach another human when they’re being skeptical. So where as someone on property, right? They’re so focused maybe on, well, I wanna let this guest know that’s not how we do things, or that’s not really what happened here. And this professional writer on the team realizes the first line of this review was, and I bet a bot is gonna answer this. You have to cross that bridge first. You have to tackle that first. And if you don’t know how, it’s gonna be really hard to get your actual message across to this person that you really want to. So, we’re always building on what we know, because we realize what we know today can’t be what we rely on forever. Everything is gonna be different in three months. Everything will be different in one year. And when you’re set up to be able to make those adjustments, and you’re excited about that, when you love writing, when you love being able to write in a different way and connect with someone, and this is your passion, you know, you thrive in that landscape, it’s not a challenge that you don’t wanna take on. You look forward to it. Ryan Embree: Yeah, absolutely. And you’re absolutely right about the landscape. Completely changing. Sometimes, even though over the course of 10 years, I mean, booking has their pros and cons. They actually essentially solicit some of the negative feedback so that you can address that character count, right? With a TripAdvisor and maybe now going into reviews with no content at all, and responding to those PPI and personal information using people’s names in those responses. Is that something that a site allows or not? All of these are things that you wouldn’t really think through in responding to reviews, but it’s so critical and so important because, again, it’s an underlying foundation of your reputation management. And why do we respond to reviews to show we care? So if that care isn’t being shown, it really undermines your reputation. So, anything that lasts for 10 years obviously, means that it’s a success. I’m sure you’ve heard over the years some really, really rewarding pieces of feedback from our hotel partners. Can you share, we love a good story here on the Suite Spot in the podcast. Can you share any examples, maybe just one or two of some special moments or conversations with some of our Respond and Resolve™ clients? Jackie Avery: Yeah. Thinking back, because it feels really relevant this year, because it does seem to be happening more frequently, I think back to an email I got from a client, and they were going through it, their property started receiving hundreds of reviews within an hour to, because of something happening within the city, it was something going on. That was happening citywide and really had nothing to do with their hotel. And you can imagine in that moment, they’re fielding calls at the front desk from guests who haven’t arrived yet. They’re trying to ease concerns from guests in house, and their online listings are just being flooded from people who aren’t there and are just saying stuff. And really, it’s just because of the city they’re in and something that the property has nothing to do with. So in those moments, I’m so grateful that we can help. I got this email from this hotel, and they were just like, thank you. I had so much on my shoulders, and I know I have this support and this, and I put out these things, you know, to these other people at the property who help us. But in that moment, I knew, I knew you guys were there. Yeah. And I knew that you could give advice on what to do. You’ve seen it before. You helped guide my steps. And I’m so grateful for that, that our years of experience mean that in the moment a guest can be served face to face, and we can be assisting, you know, with things happening outside of this property’s control. Ryan Embree: And what a line to tiptoe too, if AI is involved, right? And that, and the messaging is not communicated the right way there, it could mean so much more than just a one star review. It could mean detrimental damage to your reputation, especially in those moments of crisis. Jackie Avery: Absolutely. And some sites let you edit what you post back and some don’t. So the stakes are high. And it’s happening fast. Ryan Embree: Absolutely. Very fast. And so, as we wrap up our conversation here, and again, congratulations. As Product Director, you look at this, what do you look at this 10 year milestone? What does it mean to you and what’s your vision for the future of this solution? Jackie Avery: Yeah, this milestone, I feel it, I feel it personally. Not just for me but my entire team. When you genuinely care about connecting with other people and helping and being support in this way, it’s really easy to feel the joy in what you’re doing. So this milestone, to me, is just something that I am reflecting on that I’m so grateful, I’m so grateful to be able to work with clients across the country and help people out there connect in a space where they’re expecting not to have that opportunity. More often than not, people are expecting not to hear back, or they don’t wanna get their hopes up that they will hear back, but they do. Yeah. And it feels great. And I love that. Ryan Embree: Yeah. The stakes can’t be any higher right now when it comes to that. And hotels are getting creative with trying to figure out ways to connect with guests in a world where, you know, you don’t have to visit the front desk anymore. You can, you don’t have to interact with hotel staff anymore. So hotels are trying to figure out ways that they can keep a constant line of communication. And this is always gonna be a place where guests are, are gonna be, do not make it a one-way conversation. They’re gonna continue to leave feedback. Are you genuinely listening? Are you authentically responding? And we’re so grateful to have you on this podcast to celebrate this milestone. Thank you, Jackie. And congratulations again to you and your team. Jackie Avery: Ah, thanks so much. It was great to be here. Ryan Embree: Next wee’re gonna be talking with Jason Lee, Chief Technology Officer at Travel Media Group, where we’ll talk a little bit about the history and evolution of this Respond and R™esolve solution, which just turned 10 years old. Ryan Embree: Hello everyone. Welcome to part two of our 10 year celebration of TMGs Respond and Resolve™ review response solution. I am here with one of the architects, CTO, Jason Lee, congratulations to you and your team 10 years. Jason, you know, we love a good origin story. Talk to us, bring us back 10 years ago when you started, maybe it was even before 10 years. But tell us a little bit about how Respond and Resolve™ came to be and kind of the evolution of the solution that now turns 10 years old. Jason Lee: I mean, I think we at that time, we had been kind of doing reputation for hotels for a little bit, mostly in post-day engagement. And then also monitoring reputation scores and reputation flow. And we were getting questions like, hey, can you handle review response? And so we sat down and we were like, we’re getting this more and more. And we had salespeople that were saying the same thing, like, hey, I just got the phone with this guy, and he said he would buy except if we had this product. And so we sat down and we started thinking about like, what is it gonna take to, to get this done? And we had, we happened to have a tech summit during that same time, and we all sat down. So at that time, it was all the tech leaders we had and our tech team as well. And we really just kind of mapped out, like, what would it take to, to do this? Yeah. And at the time I was like, listen, the only way this is gonna work, anybody will even buy this, is if they can ensure that whoever is providing them the response is gonna do it in their voice is gonna be able to do it in a way that they would do it. Speak to their guests in the way that they would wanna be spoken to. And so we sat down and we put together what was kind of the building blocks of what is today’s, Respond and Resolve™, Travel Media Group. But at the time was even more complicated. It had multiple touch points. So it had a single, it had a touchpoint of the review coming in. It had a touchpoint, after the response where we would audit the response before the response went to the hotel, the hotel would then approve the response. And then once the hotel approved this approved the response or edited the response, it would come back to us and we would touch it one more time before we would then publish that response. So we had this, like, we had a three touch internal, like four touch, if you include the hotelier system. And, you know, and of course, you know, anybody who’s done any kind of product work or anything would think like, that’s an insane amount of touches, that’s a crazy amount of scaling. And so then our secondary thing was like, how do we do this based on the number of reviews or whatever? And we weren’t even thinking that way. We’re like, because there’s an unknown number of reviews, how do we even do this? So we started the product out with, with that kind of cadence, with 20 reviews being kind of the core. So you get 20 reviews a month, and it was TripAdvisor only. Yeah. And you had this one critical response. So we would like, you know, if there was a, something that really, that happened that was really bad, we would write this like very specific kind of PR version of a response. And that was the original product. So we put it all together, we put our price point out, and, and I believe you were the first person to sell one to a hotel. So, so as we got that going, then it was, you know, then, then we went through the rest of kind of like the evolution of the product. But at that time, it was something I think one other company was doing, but we, you know, we didn’t really know what they were doing or how they were doing it. So we kind of took our own path in how we created it. Ryan Embree: And we were talking off camera about, you know, some of the challenges. And maybe I think it’s through some of the unexpected. ’cause you think about, all right, you know, if tomorrow, you know, someone was like, let’s, let’s create a company that responds to reviews, and then all of a sudden you start building that and you come across these challenges, these, these issues, these problems that you’re like, well, I didn’t think about that. I just kind of thought about the output and input. What were some of those kind of learning lessons along the way, and how did you kind of adapt to that, whether using efficiencies technology, because it’s a lot more difficult than just saying, Hey, we’re just gonna respond to your reviews. I think the biggest challenge and where we had our biggest evolution in the solution was in when we converted what we were doing. So at the time when we started it, we were using third party data. And we were pulling some stuff, but some stuff was being pulled through a third party vendor. And it wasn’t until we launched one view where we controlled the entirety of the dataset. And not just the entire, not just the entirety of the dataset, but the frequency of the dataset, which was insanely important. So this has to do with when it is received from the time that it was published live. And so that in itself sort of opened up this new lane, but in doing so, it also opened up our eyes to this really one like incredible flaw to our system, which was how we were pricing it. But that has to do with how we sort of viewed the, the universe of reviews for a single property. So when we started, we had that 20 Right. The next little jump was, well, maybe we’ll start charging by the room. And this was something we had heard other other vendors doing, and we’re like, oh, this is a good idea. We’ll start charging by the room. What we found immediately was that we were massively overcharging some hotels. And way undercharging other hotels. So a destination 80 room hotel could be doing three or four times the review volume that a 250 room corporate hotel was doing. Like, that’s straight up like extortion on one side and then just us just like.. Ryan Embree: And extended stay sometimes, you don’t have the frequency. Jason Lee: Completely, completely. So, so I think pricing, getting that pricing down. So once we then controlled the universe of reviews, we then, so at, at the time we launched OneView, we had a 360 view of a 365 to be exact, day view of a properties reputation. So we could sort of forecast their total quantity of reviews over a year and then, and then, and then sort of amortize that out to create pricing around review flow. So I believe we were one of the first to do review flow, and I think we might still be one of the only companies that prices that way, where we actually look at quantity of reviews and surveys that a property gets. And then we price knowing exactly what we’re going, what we’re up against, including the 35% ish increase over the summer months that that happens just based on review flow. You know, guest flow. So, so I think those were those big things, kind of those big hurdles, like, internally pricing it the right way, doing it in a way where we could, we could ensure that whatever we said we were going to do, we could 100% do. We had the staff to do it, we had the technology do it, and all the pieces in play. And then I think from there, it was then understanding the sort of undulation of the acquisition of review data. And that is a crazy space because, if you’re scraping the data directly from a site, then you’ve got that whole thing that that’s going on where sites are continually sort of trying to thwart that. You have the API side of that where you can get API but that requires you to get these relationships with these various sites. And so, so our, we were just like, just, just dogged determination To like secure better and better and better and better data sets. And we did that through, eventually through getting partnerships with the major review providers like Expedia, Booking.com and Google. And so inside of doing that, we were able to really secure a data set that then allowed us to respond in a timely manner and efficient manner, and in a way that, you know, could completely solve this issue for a hotel. Ryan Embree: I think some of the biggest learnings or we’ve had is through those challenges, but also through the close relationships that we’ve had with our hotel. Partners and those hotels that we say it all the time when it comes to reputation. I mean, feedback, you want feedback, right? Whether it be from your partners who who travel media group are working with, whether it be from your guests, and you’re a hotelier, you want that feedback. Because that means it’s striking some kind of cord, whether it’s good or bad. ’cause then you can make adjustments. So, the actually hearing what our hoteliers had to, to, to say about our, our reviews and our I’m sorry, what they had to say about our responses helped us. Collaborate or calibrate rather their voice and tone and everything that to kind of get us right in harmony with how they wanted responses. And I think for me at least, it was very surprising to see the spectrum at which people wanted, how they wanted their responses handled. Whether it’s, you know, we don’t want an apology ever to be heard on our responses or, you know, we, we always apologize whether it’s our fault or not. We’re always going to say the customer is always right. And there’s everything in between. We want our voice a little bit more laid back. We want it more of a professional tone. You know, you’ve gone through these patterns and trends of try to use keywords in every single one of your review responses. Aside from the challenges, what have you learned? Maybe talking to hotel partners or hearing them, seeing some of that feedback that comes in about our responses. ’cause I know, although you’re the CTO, you’re very close to that feedback and are in there and seeing what our hotel partners are saying every day about our responses. Jason Lee: That’s a great question. And I think it hits at the evolution of the benefits of this need. And I think that’s what’s so interesting about, about doing this for this length of time. So in the very beginning, I talked about that very complicated setup that we had where we were like approving the response before we sent it to the hotelier, and then we had the hotelier approve the response and edit the response, and then we publish the response. We kept a bunch of that together. So we kept the right approved by the hotelier edit and resolve or audit and resolve, process on our side. And so in doing that, even though it was overkill in the beginning, we had people saying, we don’t wanna approve it. We don’t wanna approve it because we’re, because we’re like, this takes too much time. And because I’m not around on the weekend or whatever. And, but what ended up happening is that as the sort of understanding of what review response was doing, so the review response kind of needs sometimes is hinges on what is the downward pressure to get this done? So is this coming from my management company? Is it coming from the brand? Is it coming from an OTA that says I’ll get better placement if I do this this way? So this becomes this becomes thing. Or like you said oh, I heard that I get better SEO get better placement if I use keywords in my responses. So this becomes this sort of meta benefit. And I think through the through line that we took from the very beginning and way before, I feel like a hoteliers wanted us to do it that way. And maybe today there’s still a few hoteliers that are just like, whatever, man, just get it done. You know, is that we really wanted to communicate with the guest who wrote the review. And we wanted to make sure that whatever we were writing in our response, that that communication was clear. It was clear in gratitude on five stars. It was clear in empathy and resolution in one star reviews. And it was, it was really trying to find that balance when there was no feedback. Even if the get, even if the hotel didn’t care maybe as much about the content of the response that they trusted us to make that response. But what we find is like now, 10 years later, that where, where we have had a complete shift in our property profile at Travel Media Group, where I think we started with a lot of economy properties and select service properties where we’ve, we’ve reached into these incredibly large resorts luxury properties. Some of the nicest properties in the United States are our clients. And I think it’s because we’ve stuck with that. So you talk to the hotelier that has a $200 or $300 a night guest, or even a $1,200 a night guest, in some cases, their feeling about the retention of that guest is very different than a select service, than a select service. But they’re, but they’re also their version of, like, that this activity promotes acquisition of guests. And so the stakes are high. In this space. And I think we’re reaching into like a whole new era where this information, the review and the response are affecting generative search. And we’re reaching a whole new era of economizing the search time with massive amounts of review data. In an individual research session for a guest is really changing the importance of this activity together. So I think, I know I kind of took a windy road on that, but I think the biggest thing is that the evolution of expectation from the guest, but also then from the hotel has changed. And we’ve stayed close to it this entire time. And like, like everything that we do at Travel Media Group, we are sort of singularly focused. So we’re so focused on this as this. We probably, when I talk to hotels sometimes, they’re like, man, you are really exaggerating the importance of this activity. And I’m like, no, it’s everything. This is like, this is about you securing the relationship with this guest. This is everything. But hopefully you want a partner like that has that sort of dogged determination to make sure that it’s done correctly. But I feel like, so to kind of wrap this up, I do feel like that that is what we’ve done, that’s been the through line is like focusing on the need and like you said, focusing on the voice make, altering account by account. So now you’re talking about a few thousand hotels. That we’re scaling, you know, we’re where we’re like in the off months, we’re doing somewhere, you know, around 20,000 – 25,000 reviews. And we’re able to then inside of that still create personalization, still create a voice of a hotel. Still be able to hit the right kind of policies, the right kind of renovation details, the right kind of care to each individual review, or each individual guest as we see that to make this thing work. Ryan Embree: I mean, every hotel we have found out is so drastically different from the way they want thing hand handled, but also, just their properties are different, right? Their locations, their markets, occupancy drivers, the type of traveler that they bring in that they want to attract. There’s so many different elements. That speak to that. And it’s with the, Jackie and her team do a fantastic job to the point to the precision, we want to be completely aligned with that hotel partner. And what you were talking about was some of the newer luxury properties that we’re now partnering with. I mean, the stakes are high in the sense of they’ve had decades long reputation. They have built that. And it is no longer a negotiable for them to make sure that that reputation is protected. And a solution like this, like respond and resolve, really can help solidify that and also just serve as such a foundation and a security blanket in case some of these, Jackie had a couple examples of these things right now that can go wrong at a property. We hate to see it, but it happens every single day in a trusted partner like Travel Media Group and Respond & Resolve™ team behind you can really help give you a little bit of peace of mind for a hotelier. And you’re absolutely right. Obsessed is a great word to put it and passionate about review response. I mean, this is something that we’ve done for 10 years, but I think it’s been a little bit longer that we’ve been in the reputation game. And you know, you can’t, in 2026, you know, we, I had a podcast episode, late last year where it was actually with the co-founders of ILHA and they were talking about how you cannot in 2026 cannot be a complete expert at every aspect of hospitality. You just can’t. It’s just, it’s one of those unique industries where you can’t know everything about everything. You will never be the expert of chemicals for your hotel pool. But it’s important to know those things, and it’s important and critical to have a valuable partner that knows those things. So you think about that as one element, chemicals in a pool, curtains, flooring, review response is a very important element to your digital and online reputation there. And we talked with Jackie about, you know, obviously AI and how that has certainly changed in the last 10 years. And it’s how it’s come in, talk to us, because I think a lot of times people might hear us and think that we are anti AI or anti-technology, and it’s actually the exact opposite. It’s an incredible piece of technology that we can use in elements of reputation, but not necessarily for the actual response. So how are you kind of using AI? And we do have an AI solution, not 10 years old yet. We’ll be doing that in in several years. But talk to us about how you’ve used technology and AI kind of hand in hand with Respond and R™esolve for the past 10 years. Jason Lee: Yeah. I mean, I would say in the last 18 months we have evolved our core platform probably more than we did maybe in four years. So we’ve done a lot recently. And a lot of it is that a, like a whole new world of data analytics has been opened up. By this, so something that I would needed maybe two or three data scientists to help me with. I can do, can do with, with an API through anthropic, or through Open AI. And working with members of my team and putting some data together, we’re able to find like really interesting insights. And so the first thing we launched last year was the guest experience snapshot. And that was an a completely AI driven report. And the sort of origin of that was to show the hotel the top things that was that a guest was experiencing great. And then the top things that they, that was going wrong, and some of that was to show them multiples of the things that we were responding to. So the things that, so using this data to kind of, to shine a little light on like, Hey, we can only say sorry for this so many times. You know, but also to show them the other side of it where it’s like, Hey, this is where you guys are winning. You guys are winning in these very, in these areas. And this feedback isn’t always a negative. There’s a bunch of great stuff in here. And I think, so we’ve then continued that by continuing to analyze trends to continue to analyze, review flow, to analyze the sentiment data. And it just continues and continues and continues, as we sort of unlock the use cases of these tools. But for us, I think like the big pieces of the tools that are really exciting coming forward are the ways that we can scale personalization, in a way that we couldn’t do without major data science. And, and so we’re able to scale personalization, so taking the personalization that a hotelier gives us about very specific things about their property, and not writing the response based on that, but sort of confirming the response against the voice. So I can take a response and confirm then the voice, you know, and it says, yeah, this, this matches what they’re, what they asked us to do. And so that can get very, that in our world, that’s probably one of the more complicated pieces of it, especially where you have a very lengthy voice note, you have a massive policy note. You have a massive amenity amenity note. So these are these these spaces where a writer could get turned around on something. But where this could verify, hey, the response you just wrote is missing this one piece. Ryan Embree: Notes are changing seasonally based on restaurant menus, based on programming that the resort is conducting out. And its amenities classes that it has timing. I mean, all of those elements are notes that that can be provided and are so important. I mean, we think of it as oh, well, if we get a date wrong or if we get an item wrong, I mean, that has a pure, such a big impact on the guest experience and their impression of your hotel. And the care that you’re taking, so it’s just one of those elements, again, we talked about it with Jackie of, you have to prove essentially at this time that you’re not AI and that you do care and that, it’s so important to these guests and hoteliers, all this. Jason Lee: I think that’s where it all boils down to is that when I get that email from Booking.com as a guest that’s from the hotel, and I open that up and I read the response to the review that I wrote, does it feel authentic? Does it feel like it came from them? Does it mean anything to me? Is there any kind of meaning to that at all? Or is this like, or does this intensify, does this intensify my advocacy of this property, or does this intensify my anger? And you or does this turn me around? Does this make me wanna and I think these are these opportunities you have in this space that does make a huge difference. And I think AI will help us enhance the personalization of our individual properties and help help us, like put that really, like that perfect response together that helps the guests know that they’re cared for. Ryan Embree: It’s a feeling. I mean, Jackie talked about it getting that feedback from our partners about, this was a repeat guest, this is someone that stayed with us and they talked about our response back to them. They thanked us. And those are the moments that we strive here at Travel Media Group for, and we’ve seen so many over the last decade of doing this review response. And here we are at 10 years as you look towards the future, the landscape ever changing, you know, what do you see kind of for the future of Respond and Resolve™? And maybe we can open it up just to guest feedback management. I mean, were really at a inflection point I feel like right now. Jason Lee: Yeah. I mean, I think, I think it’s kind of more of the same in terms of what this has been about all the all along, which is the guest experience. And how do we react to the guest experience react to the specific experience the guest is giving us in a response, but act then multiple guest having similar experiences. How do we react to that? How do we improve the guest experience over time? And I think that that’s where the opportunity is right now, is that there are so many tools available to us to understand this in a much more granular level, in a much more specific level. So the old way of, of asking questions, I think of guests, I think is gonna go away at some point us sort of like, asking guests the same questions over and over again. You know, would you recommend, how clean was your room? What was the breakfast like? You know, rate that, I think we’re gonna get to a spot where we sort of understand these elements, but we can take broader textural, data points and start to really dial in to, so what does a 3 in breakfast mean? What does, what does it mean when somebody says that they would recommend at a 7? Or a thumbs up or a thumbs up or a thumbs down. I think this is where, you know, this is where these kinds of scales get a little funky. And so AI could help a guest actually articulate themselves in a response in a survey, for example. AI could also obviously take this data and take patterns of data and help a hotel understand the fail points of their service. And I think those are these really amazing opportunities for hotels that want to engage there. And, but all of this together is also doing something really interesting in the generative search world. So, we’re seeing people flock generative search more and more and more because it economizes that effort. I can read hundreds of reviews, I can have hundreds of reviews read for me and summarized, based on a very specific question. So I can ask about the breakfast, for example. And I get this summary. So none of that is gonna come through a three on a guest experience survey a guest satisfaction survey is not gonna affect that. But the 25 Expedia reviews that you’ve gotten in the last 90 days will. And I think those are those things that start to inform the traveler are going to be the quantity of signals. Whether they’re positive or negative and then the sort of inference of that signal, it’s not binary, it’s not good or bad, it is this other thing. Which is sort of the feeling of a guest. And I think a AI is getting better and better and better, and is getting to a point where it can sort of relay the feeling that multiples of guests have had about your property to a prospective guest. And that either should thrill you or it should scare you. Because this part of technology that I think get that we are all enjoying in some ways, right? Because it’s saving us time, it’s saving us effort, but in other ways, there is no place to hide. So you can’t hide behind, the first 200 reviews that you received at your hotel anymore. Where you got that, the first 200 reviews, you netted out a 4.4, and you’ve sort of been riding on that for the last like five, six years, more and more. That’s score is going to be irrelevant. Ryan Embree: That’s what I was gonna say, that I think the historical data is just gonna become less and less vital and critical. And it’s gonna be a moving type. It’s what you want. It’s absolutely something in the now what is the guest doesn’t care about what your hotel was like five years ago. When somebody at the front desk had a great, was really personable and friendly to them. They want to know what that front desk agent is doing today. What that room looks like today. So it’s going to be this living almost a living reputation. Jason Lee: And it is today. Yeah, it is now. But it’s different because, because a guest won’t research that deeply. It is today, I think it’s living today. And I think the hotels that are winning today will continue to win. Because it means that you’re doing the right thing by your guest. And I think that continues this cycle of sort of looking at the guest experience and finding your fail points and fixing ’em, finding ’em, fixing, finding and fixing is the real key. But it’s also empowering your front desk. It’s, it’s making sure that nobody leaves your property upset. It’s all of the things that we should be doing anyway that affect thhis. This is true hospitality. At its core but I think, what’s interesting about what AI is doing is it’s kind of shining a light into the, I guess, residual needs here. But I think this also gives you an unprecedented opportunity at your hotel to share this information with your staff, to, to take this back and, and really like, like dig in and make it work. The other thing I was gonna say, the other thing I was say on that, what I think on the future of guest feedback management will be the number of companies coming in an AI play today is crazy. There’s a lot of new companies that are coming in there, and there’s, and then there’s like long-term companies like Medallia, and Qualtrics and other companies that are offering AI responses inside of their platforms. And I think this all economizes that activity, but it does not remove our obligation to have authentic voice at our property and to communicate with guests that need to be communicated with. And the guests that needs to be communicated with. If you communicate well there, and I’ve said this over and over and over, if you communicate with the guest who wrote the review, well that will impact guest acquisition a hundred percent. Ryan Embree: Absolutely. Jason Lee: So the authentic voice is gonna be at a premium. The canned voice, the canned templated voice of AI, I think will end up, will end up being able to spot it. I mean, I think in some ways it, nothing changes, right. In other ways, everything changes. Ryan Embree: Yeah. Yeah. I absolutely agree with you on that, Jason. I think it is going to be a priority for hotels that truly care to rise above the sea of sameness. And as your response and the templates, you know, that was kind of that first tide, was that the templates you wanted to show your guests that you actually cared, write something that looked better than a template. Better than a thank you for your feedback. ’cause that’s what all you were getting. Now, the, the reputation response ecosystem is even more ingrained because more and more people are coming in and using AI to respond. You’re going, it’s going to be a premium to show that you’re going to be looking for those edges and places that you can show guests that you care differently from the hotel next to you. And authentic review response, caring review response is gonna be one of those. Jason Lee: But authenticity all the way around, I mean I saw this I saw a video of the CEO of Marriott talking about specifically saying, use this technology to give yourself more time with the guest. Give yourself a few extra minutes with the guest to create relationship to create authenticity in person. Ryan Embree: The general manager of the future might look closer to the general manager of the past than it does right now. Interesting times. Here to celebrate, again, 10 years of Respond and Resolve™. Congratulations, another milestone, another chapter. Congrats to you and your team, and thanks for celebrating with us here on the Suite Spot. Jason Lee: Thanks, Ryan. Ryan Embree: To join our loyalty program, be sure to subscribe and give us a five star rating on iTunes. Suite Spot is produced by Travel Media Group. Our editor is Brandon Bell, with Cover Art by Bary Gordon. I’m your host Ryan Embree, and we hope you enjoyed your stay.

Welcome back to Intellicast! On today's episode, Brian and Gabby dive into the latest news from around the insights industry. They also spend some time examining an issue impacting all of research, but it is not as prevalent as AI or data quality: feasibility. Kicking it off, Gabby and Brian talk about Forrester's first quarter results. While Forrester reported earnings down 5%, what both Brian and Gabby found more intriguing was that Forrester revised its full-year guidance to expect a 10% decline in revenue. They both speculated whether this was a signal about performance for the rest of the industry.   Brian and Gabby also spend some time talking about Scintilla, Walmart Data Ventures' new API-powered data feed for advertisers and their clients. Both see the potential next steps with the tool and the data it provides, especially if Walmart decides to open up access directly to CPG and other product manufacturers. They also see other major retailers like Amazon and Target rolling out similar solutions in the near future. Gabby and Brian then take on the news that Medallia is being taken over by its creditors after its owner decided to discontinue investing in servicing its debt. This led to a broader debate between the two about the potential dark side of taking venture capital as a means to scale quickly. They both acknowledged that venture capital firms get their money back one way or another, and if this new story is just the first of potentially many we may see over the next couple of years. A few of the other stories they touch on in this episode include: Norstat's newly launched expert network Sago's integration of ID verification and selfie matching into their respondent onboarding process for their panel Wire's rebrand launch In the final segment of this episode, Brian and Gabby discuss a recent special report from Research Live that dived into the current state of research participants. This led to more of a philosophical discussion about respondent experience, and how respondents' expectations have changed, but how we conduct research hasn't. Gabby talks about some of the daily hurdles she experiences with feasibility and how it all ties together. Thanks for tuning in! The 2026 Edition of The Sample Landscape is now available! You can download your copy here: https://content.emi-rs.com/the-sample-landscape Did you miss one of our webinars or want to get some of our whitepapers and reports?  You can find it all on our Resources page on our website here: https://emi-rs.com/resources/  Learn more about your ad choices. Visit megaphone.fm/adchoices

As a leader, you often spend so much time on the strategies and tactics that keep your brand growing that it's difficult to keep up with what's going on in the background with the platforms and the companies behind them.That's why I'm always glad to talk with our guest today, who is both focused on the business of CX as well as the business behind CX and the SaaS platforms driving so many customer experiences. I'm excited to talk again with our Resident Expert on the CX and MarTech platform landscape. We talked right at the beginning of 2026 as a look back at last year. Now that we've had a quarter behind us in 2026, it's time to talk about how this year is shaping up and what we can expect in the months ahead.To help me discuss these topics, I'd like to welcome, Bill Staikos, Founder at Be Customer Led. About Bill Staikos Bill Staikos is a senior customer experience executive with over 20 years of leadership across financial services, consulting, and technology. He has held senior roles at American Express, Freddie Mac, JP Morgan, and BNY Mellon, where he led global initiatives to transform client and employee experiences. A former SVP at Medallia, Bill helped organizations turn insights into measurable outcomes.Recognized as a LinkedIn Top Voice and one of the Top 50 Global CX Influencers, Bill is also the founder of the Be Customer-Led podcast and is now preparing to launch The Multimodal Experience. Known for his pragmatic, impact-driven approach, Bill advises leading brands, including Apple, Bank of America, Marriott, and T-Mobile, on connecting customer experience to business growth. Bill Staikos on LinkedIn: https://www.linkedin.com/in/billstaikos/ Resources Be Customer Led: https://becustomerled.com/ The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://aglbrnd.co/r/2868abd8085a9703 Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://aglbrnd.co/r/d15ec37a537c0d74 We're proud to be a media partner for #MAICON26 - Oct. 13-15! Learn how AI can power your marketing and business and help you grow smarter. Use code AGILE150 to save! https://aglbrnd.co/r/7fe458ced0f04658Reach your customers with Reddit. Spend $500 in ad spend, get $500 back in ad credit! Learn more: https://advertalize.com/r/491818c79fb1873fDon't miss We Make Future - the International Festival of Innovation in AI, Tech, and Digital Marketing, June 24-26 in Bologna. Learn more: https://aglbrnd.co/r/c80991afff416bb2The most influential minds in software, AI, and engineering leadership will be at WeAreDevelopers World Congress North America, September 23-25 in San Jose. Learn more: https://aglbrnd.co/r/60a7299222a7bcf1 Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716ba Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company Hosted on Acast. See acast.com/privacy for more information.

As a leader, you often spend so much time on the strategies and tactics that keep your brand growing that it's difficult to keep up with what's going on in the background with the platforms and the companies behind them.That's why I'm always glad to talk with our guest today, who is both focused on the business of CX as well as the business behind CX and the SaaS platforms driving so many customer experiences. I'm excited to talk again with our Resident Expert on the CX and MarTech platform landscape. We talked right at the beginning of 2026 as a look back at last year. Now that we've had a quarter behind us in 2026, it's time to talk about how this year is shaping up and what we can expect in the months ahead.To help me discuss these topics, I'd like to welcome, Bill Staikos, Founder at Be Customer Led. About Bill Staikos Bill Staikos is a senior customer experience executive with over 20 years of leadership across financial services, consulting, and technology. He has held senior roles at American Express, Freddie Mac, JP Morgan, and BNY Mellon, where he led global initiatives to transform client and employee experiences. A former SVP at Medallia, Bill helped organizations turn insights into measurable outcomes.Recognized as a LinkedIn Top Voice and one of the Top 50 Global CX Influencers, Bill is also the founder of the Be Customer-Led podcast and is now preparing to launch The Multimodal Experience. Known for his pragmatic, impact-driven approach, Bill advises leading brands, including Apple, Bank of America, Marriott, and T-Mobile, on connecting customer experience to business growth. Bill Staikos on LinkedIn: https://www.linkedin.com/in/billstaikos/ Resources Be Customer Led: https://becustomerled.com/ The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://aglbrnd.co/r/2868abd8085a9703 Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://aglbrnd.co/r/d15ec37a537c0d74 We're proud to be a media partner for #MAICON26 - Oct. 13-15! Learn how AI can power your marketing and business and help you grow smarter. Use code AGILE150 to save! https://aglbrnd.co/r/7fe458ced0f04658Reach your customers with Reddit. Spend $500 in ad spend, get $500 back in ad credit! Learn more: https://advertalize.com/r/491818c79fb1873fDon't miss We Make Future - the International Festival of Innovation in AI, Tech, and Digital Marketing, June 24-26 in Bologna. Learn more: https://aglbrnd.co/r/c80991afff416bb2The most influential minds in software, AI, and engineering leadership will be at WeAreDevelopers World Congress North America, September 23-25 in San Jose. Learn more: https://aglbrnd.co/r/60a7299222a7bcf1 Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716ba Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company Hosted on Acast. See acast.com/privacy for more information.

What happens when a $6.4 billion PE buyout becomes a cautionary tale for every SaaS operator, investor, and board member? In this episode, Dave "CAC" Kellogg and Ray "Growth" Rike break down Private Credit: what it is, how it works, and why it is showing up everywhere from venture rounds to leveraged buyouts. Then they walk through the Medallia deal step by step to show exactly how the model breaks.What we covered:Private credit 101: from venture debt to leveraged buyoutsPrivate credit is non-bank lending done by funds instead of banks, with a repayment-first mindset rather than a returns mindset. Capital deployment hit nearly $600 billion in 2024, up 78% from 2023, with 22 to 25% of that concentration in SaaS companies. Ray and Dave explain the difference between venture debt (lending to startups post-round) and direct lending (providing the "L" in LBO transactions), and why these structures have moved from niche to standard in software finance.How debt is priced and why it costs what it costsPrivate credit loans are floating-rate instruments priced at SOFR plus 500 to 800 basis points. In the zero-rate era that meant 6 to 9% all-in. Today it means 10 to 13%. Dave explains warrants as the "sweetener" (typically 5 to 15% of the loan amount, translating to under 2% equity ownership) and why the real economic driver is repayment, not upside. Ray frames the contrast with VC math: a lender who loses principal on one deal has no portfolio-level offset.The terms that matter: PIK, bullets, and covenantsPay-in-kind interest defers cash pain today by adding to the principal balance tomorrow. A $100M loan PIK-ing at 10% annually becomes $121M in two years and $133M in three. Bullet loans put the entire principal due at maturity, which for most companies means refinancing or a sale event. Dave's strongest language is reserved for covenants, which he calls the "third rail": liquidity, EBITDA, ARR growth, and coverage ratio thresholds that give lenders the right to call the loan if tripped. He argues these belong on page one of every board dashboard, every time.The Medallia case study: when all the assumptions move against youThoma Bravo acquired Medallia in 2021 for $6.4 billion at 9x revenue, with roughly $1.8 billion of debt backed by Blackstone, Apollo, and KKR. The deal was underwritten on continued growth and margin expansion toward 25% free cash flow. Instead, growth slowed, base rates rose more than 400 basis points, PIK interest compounded the balance from $1.8B to $2.2B, and EBITDA of $200M fell below annual interest expense of $300M. Interest coverage dropped below 1x. Thoma Bravo's $5 billion equity investment went to zero. Lenders took the keys via debt-for-equity conversion.Why these structures can look stable and then break fastThe Medallia deal was not unusual at entry. The problem was that PIK, rising rates, and slowing growth are individually manageable and jointly lethal. By March 2026, Blackstone was marking its first-lien Medallia debt at 60 cents on the dollar. Ray notes that between 2015 and 2025, more than 1,900 software companies were acquired by PE in deals worth over $440 billion, and 20 to 25% of all private credit went to SaaS. The exposure across the sector is large.The lesson Rory O'Driscoll would underlineDave closes with a line from Rory O'Driscoll: as soon as something becomes a formula, the play is probably over. Private credit for SaaS worked reliably for nearly a decade. The combination of higher rates, compressed multiples, and closed IPO and M&A windows revealed that the formula was underwriting a world that no longer existed. Senior debt gets paid first. When the debt is impaired, the equity is gone. The math does not negotiate.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

AGENDA: 00:00 $45B Floods into Anthropic from Google & Amazon 05:10 OpenAI Misses Growth Targets — Is This a Real Problem? 08:40 The Rise of AI Agents: Why Humans No Longer Pick Models 12:05 "Compute ≠ Revenue": The First Crack in the AI Business Model 20:30 China Blocks $2B Manus Deal — AI Cold War Escalates 34:10 Why Google May Be the Biggest Winner in AI Infrastructure 41:50 The Death of SaaS? Agents Replace Apps Like Jira & Canva 46:20 Thoma Bravo Hands Medallia to Creditors — $5B Wiped Out 52:10 The Collapse of Private Equity Exit Routes in VC  

In this episode of Tank Talks, Matt Cohen and John Ruffolo break down one of the biggest economic policy announcements in Canada's innovation economy: Mark Carney's proposed $25 billion Canada Strong Fund, a sovereign wealth fund designed to invest in nation-building projects, strategic industries, Canadian technology companies, and long-term economic sovereignty. John, who previously argued for this type of fund in his Substack piece Canada's Missing Pot of Gold, explains why Canada's biggest structural problem is undercapitalization and why relying on foreign direct investment for critical industries creates serious sovereignty risks.Matt and John dig into the hard questions behind the fund: Where does the money come from? Can Canada borrow at low rates and invest for long-term returns? How should the fund be governed so it does not become a political slush fund? And can this vehicle finally force a more serious conversation around Canadian pension funds, domestic capital formation, and backing companies like Cohere, Kepler, and Xanadu before they are pushed toward foreign capital markets?The episode also covers Cohere's acquisition of German AI firm Aleph Alpha, the rise of sovereign AI alternatives outside the U.S. and China, Xanadu's volatile post-SPAC quantum stock run, SpaceX's reported Cursor acquisition talks, Meta's 8,000-person AI-driven workforce reduction, and Thoma Bravo's massive Medallia equity wipeout. From sovereign wealth and AI infrastructure to quantum financing and private equity pain, this episode asks the real question: can Canada build the capital systems needed to own its future?Canada Strong Fund: Carney's $25B sovereign wealth fund announcement (00:31)Matt opens the episode by laying out the breaking news: Mark Carney has launched the proposed Canada Strong Fund, a $25 billion sovereign wealth fund aimed at giving Canadians a stake in strategic national projects and critical industries.Why John Ruffolo says Canada is dangerously undercapitalized (01:22)John argues that Canada's core economic problem is not a lack of ideas, talent, or companies, but a lack of domestic capital formation. He explains why foreign-controlled capital in sovereign industries is a bad idea and why Canada needs its own funding mechanism.The biggest risk: governance or political slush fund? (03:14)John explains that the Canada Strong Fund will only work if it is independently governed, similar to CPPIB or CDPQ. Without strong governance, he warns, the fund could collapse into politically motivated pet projects.Can Canada borrow at 3.5% and earn 7% long term? (04:59)John breaks down the financial logic behind using Canada's strong credit rating to borrow at lower rates and invest through a professionally managed fund targeting long-term returns similar to major pension funds.Why the fund fails if returns do not materialize (08:15)Matt raises concerns about launching a sovereign wealth fund during a deficit environment. John says the idea only works if the fund is independently managed and capable of generating real long-term returns.No more grants: John's blunt plan for government funding (14:02)John calls for Canada to stop giving grants, especially to foreign-based companies, and instead convert government support into equity investments that create long-term ownership and capital recycling for the country.Cohere acquires Aleph Alpha and makes a sovereign AI play (16:12)Matt breaks down Cohere's acquisition of German AI firm Aleph Alpha, the new Berlin European headquarters, and the reported $600 million financing commitment from Schwarz Group as part of a broader sovereign AI strategy.Xanadu's quantum stock surge and post-SPAC volatility (19:59)Matt explains Xanadu's post-SPAC trading action, including its sharp rise, options activity, and SEC filing registering nearly 300 million Class B shares for sale after the lockup period expires.SpaceX, Cursor, and peak AI paper-deal froth (24:25)Matt and John react to reports that SpaceX could acquire AI coding startup Cursor for $60 billion, with John arguing that SpaceX shareholders should be furious about the growing complexity and governance concerns.Meta layoffs and the real cost of AI capital spending (27:56)Matt highlights Meta's reported 10% workforce reduction tied to massive AI capital spending. John argues the “AI efficiency” explanation often masks bad capital allocation and failed strategic bets.Thoma Bravo's $5.1B Medallia equity wipeout (29:55)The episode closes with Thoma Bravo handing Medallia back to creditors after a major private equity software deal collapses, raising questions about SaaS valuations, debt structures, and exit assumptions in the AI era.Connect with John Ruffolo on LinkedIn: https://ca.linkedin.com/in/joruffoloConnect with Matt Cohen on LinkedIn: https://ca.linkedin.com/in/matt-cohen1Visit the Ripple Ventures website: https://www.rippleventures.com/ This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit tanktalks.substack.com

What if your company's most valuable source of competitive intelligence and brand insight isn't a market research report, but your contact center? Agility requires more than just reacting to customer issues; it demands the ability to listen, understand, and act on the collective voice of the customer to proactively shape the business. This means transforming points of friction into opportunities for innovation. Today, we are live at Medallia Experience 2026 in Las Vegas, and we're going to talk about transforming the contact center from a reactive, cost-focused operational hub into a proactive, strategic engine for growth. We'll explore how to unlock the wealth of insights from customer interactions to drive innovation, create more empathetic experiences, and deliver tangible value across the entire enterprise. To help me discuss this topic, I'd like to welcome, Courtney Shealy, SVP, Global Presales at Medallia. About Courtney Shealy With 25 years in SaaS and CX, Courtney brings deep expertise in leading global sales engineering and strategy teams. She has a proven track record of connecting customers to innovation that drives measurable business outcomes. For the last 15 years, she's focused on transforming CX adoption into an engine for revenue growth, efficiency, and stakeholder value. At Medallia, Courtney leads the Center of Excellence that helps customers maximize their CX investments—modernizing programs with AI, breaking free of outdated foundations, and accelerating results. Courtney Shealy on LinkedIn: https://www.linkedin.com/in/courtney-mcmahan-shealy-9b3251/ Resources Medallia: https://www.medallia.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://aglbrnd.co/r/2868abd8085a9703 Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://aglbrnd.co/r/d15ec37a537c0d74 Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716ba Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

What if your company's most valuable source of competitive intelligence and brand insight isn't a market research report, but your contact center?Agility requires more than just reacting to customer issues; it demands the ability to listen, understand, and act on the collective voice of the customer to proactively shape the business. This means transforming points of friction into opportunities for innovation.Today, we are live at Medallia Experience 2026 in Las Vegas, and we're going to talk about transforming the contact center from a reactive, cost-focused operational hub into a proactive, strategic engine for growth. We'll explore how to unlock the wealth of insights from customer interactions to drive innovation, create more empathetic experiences, and deliver tangible value across the entire enterprise.To help me discuss this topic, I'd like to welcome, Courtney Shealy, SVP, Global Presales at Medallia. About Courtney Shealy With 25 years in SaaS and CX, Courtney brings deep expertise in leading global sales engineering and strategy teams. She has a proven track record of connecting customers to innovation that drives measurable business outcomes. For the last 15 years, she's focused on transforming CX adoption into an engine for revenue growth, efficiency, and stakeholder value. At Medallia, Courtney leads the Center of Excellence that helps customers maximize their CX investments—modernizing programs with AI, breaking free of outdated foundations, and accelerating results. Courtney Shealy on LinkedIn: https://www.linkedin.com/in/courtney-mcmahan-shealy-9b3251/ Resources Medallia: https://www.medallia.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://aglbrnd.co/r/2868abd8085a9703 Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://aglbrnd.co/r/d15ec37a537c0d74 Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716ba Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company Hosted on Acast. See acast.com/privacy for more information.

What if your company's most valuable source of competitive intelligence and brand insight isn't a market research report, but your contact center?Agility requires more than just reacting to customer issues; it demands the ability to listen, understand, and act on the collective voice of the customer to proactively shape the business. This means transforming points of friction into opportunities for innovation.Today, we are live at Medallia Experience 2026 in Las Vegas, and we're going to talk about transforming the contact center from a reactive, cost-focused operational hub into a proactive, strategic engine for growth. We'll explore how to unlock the wealth of insights from customer interactions to drive innovation, create more empathetic experiences, and deliver tangible value across the entire enterprise.To help me discuss this topic, I'd like to welcome, Courtney Shealy, SVP, Global Presales at Medallia. About Courtney Shealy With 25 years in SaaS and CX, Courtney brings deep expertise in leading global sales engineering and strategy teams. She has a proven track record of connecting customers to innovation that drives measurable business outcomes. For the last 15 years, she's focused on transforming CX adoption into an engine for revenue growth, efficiency, and stakeholder value. At Medallia, Courtney leads the Center of Excellence that helps customers maximize their CX investments—modernizing programs with AI, breaking free of outdated foundations, and accelerating results. Courtney Shealy on LinkedIn: https://www.linkedin.com/in/courtney-mcmahan-shealy-9b3251/ Resources Medallia: https://www.medallia.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://aglbrnd.co/r/2868abd8085a9703 Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://aglbrnd.co/r/d15ec37a537c0d74 Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716ba Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company Hosted on Acast. See acast.com/privacy for more information.

What if your company's most valuable source of competitive intelligence and brand insight isn't a market research report, but your contact center? Agility requires more than just reacting to customer issues; it demands the ability to listen, understand, and act on the collective voice of the customer to proactively shape the business. This means transforming points of friction into opportunities for innovation. Today, we are live at Medallia Experience 2026 in Las Vegas, and we're going to talk about transforming the contact center from a reactive, cost-focused operational hub into a proactive, strategic engine for growth. We'll explore how to unlock the wealth of insights from customer interactions to drive innovation, create more empathetic experiences, and deliver tangible value across the entire enterprise. To help me discuss this topic, I'd like to welcome, Courtney Shealy, SVP, Global Presales at Medallia. About Courtney Shealy With 25 years in SaaS and CX, Courtney brings deep expertise in leading global sales engineering and strategy teams. She has a proven track record of connecting customers to innovation that drives measurable business outcomes. For the last 15 years, she's focused on transforming CX adoption into an engine for revenue growth, efficiency, and stakeholder value. At Medallia, Courtney leads the Center of Excellence that helps customers maximize their CX investments—modernizing programs with AI, breaking free of outdated foundations, and accelerating results. Courtney Shealy on LinkedIn: https://www.linkedin.com/in/courtney-mcmahan-shealy-9b3251/ Resources Medallia: https://www.medallia.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://aglbrnd.co/r/2868abd8085a9703 Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://aglbrnd.co/r/d15ec37a537c0d74 Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716ba Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Today, we're revisiting a segment from our episode on Product-Led Growth and modern sales playbooks with Dan Fougere. Dan is the former Chief Revenue Officer at Datadog and former Head of Global Sales at Medallia, now advising high-growth startups. In this clip, Dan breaks down why traditional sales playbooks fail in PLG environments, and how leaders need to shift toward usage-based signals and first principles thinking. He explains how buyer engagement now starts inside the product, what those signals actually look like, and how sales teams should adapt their timing, messaging, and motion accordingly. Dan Fougere is the former Chief Revenue Officer at Datadog and former Head of Global Sales at Medallia, now advising high-growth companies on scaling modern revenue models. Connect with Dan: LinkedIn Get the Force Management framework for building sales motions that align to how modern buyers evaluate and adopt products: The Predictable Revenue Framework: Guide for Leaders Hosted by five-time CRO John McMahon and Force Management Co-Founder John Kaplan, the Revenue Builders podcast goes behind the scenes with the sales leaders who have been there, done that, and seen the results. This show is brought to you by Force Management. We help companies improve sales performance, executing their growth strategy at the point of sale. Connect with Us: LinkedInYouTubeForce Management

For episode 706 of the BlockHash Podcast, host Brandon Zemp is joined by Marc Vanlerberghe, Chief Strategy and Marketing Officer at the Algorand Foundation.Algorand is a leading Layer 1 blockchain focused on building secure, scalable infrastructure for real-world use cases. Through the Algorand Foundation, the ecosystem supports developers and organizations building applications across payments, digital identity, and asset tokenization. Marc brings a platform-building lens to crypto. Before Algorand, he was CEO of conversational AI startup Rulai, CMO at Medallia, and spent close to a decade at Google where he helped launch Android and led marketing for Google Play, hardware, and retail. 

With B2B marketers drowning in data and automation, have we forgotten that our buyers are still human beings who are moved more by compelling visuals than by another line on a spreadsheet? Agility requires not just the speed to react, but the insight to know what to react with. It demands a seamless connection between creative ideation and performance data, allowing teams to not only launch campaigns quickly but to make them smarter over time. Today, we're going to talk about the often-underestimated power of visual communication and design-led thinking in B2B marketing. We'll explore why creativity isn't just a 'nice to have' but a core driver of engagement and business results, how neuroscience backs this up, and how new platforms are enabling marketing teams to scale high-quality creative while directly measuring its impact on the bottom line. To help me discuss this topic, I'd like to welcome, Emma Robinson, Head of B2B Marketing at Canva. About Emma Robinson Emma Robinson is the Head of B2B Marketing at Canva, where she drives customer-centric strategies that showcase the impact of design at scale across enterprise organizations. She brings more than 20 years of global B2B marketing experience and has held leadership roles at Salesforce, Google, Medallia, and ThoughtSpot. Having worked across the UK, Asia Pacific, and the US, she's known for building high-performing teams and bringing innovative, high-impact go-to-market strategies to life. Emma brings deep expertise in customer advocacy, lifecycle marketing, and insight-led content, and is a strong champion for the power of brand and creativity in B2B. Her work is instrumental in positioning Canva as the visual communication platform for the modern workplace. Emma Robinson on LinkedIn: https://www.linkedin.com/in/emma-robinson-mtkg/ Resources Canva: https://www.canva.com/about/ Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://aglbrnd.co/r/c43e68ce5cfb321e The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://aglbrnd.co/r/2868abd8085a9703 Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://aglbrnd.co/r/d15ec37a537c0d74 Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716ba Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

With B2B marketers drowning in data and automation, have we forgotten that our buyers are still human beings who are moved more by compelling visuals than by another line on a spreadsheet?Agility requires not just the speed to react, but the insight to know what to react with. It demands a seamless connection between creative ideation and performance data, allowing teams to not only launch campaigns quickly but to make them smarter over time.Today, we're going to talk about the often-underestimated power of visual communication and design-led thinking in B2B marketing. We'll explore why creativity isn't just a 'nice to have' but a core driver of engagement and business results, how neuroscience backs this up, and how new platforms are enabling marketing teams to scale high-quality creative while directly measuring its impact on the bottom line.To help me discuss this topic, I'd like to welcome, Emma Robinson, Head of B2B Marketing at Canva. About Emma Robinson Emma Robinson is the Head of B2B Marketing at Canva, where she drives customer-centric strategies that showcase the impact of design at scale across enterprise organizations. She brings more than 20 years of global B2B marketing experience and has held leadership roles at Salesforce, Google, Medallia, and ThoughtSpot. Having worked across the UK, Asia Pacific, and the US, she's known for building high-performing teams and bringing innovative, high-impact go-to-market strategies to life. Emma brings deep expertise in customer advocacy, lifecycle marketing, and insight-led content, and is a strong champion for the power of brand and creativity in B2B. Her work is instrumental in positioning Canva as the visual communication platform for the modern workplace. Emma Robinson on LinkedIn: https://www.linkedin.com/in/emma-robinson-mtkg/ Resources Canva: https://www.canva.com/about/ Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://aglbrnd.co/r/c43e68ce5cfb321e The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://aglbrnd.co/r/2868abd8085a9703 Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://aglbrnd.co/r/d15ec37a537c0d74 Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716ba Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company Hosted on Acast. See acast.com/privacy for more information.

With B2B marketers drowning in data and automation, have we forgotten that our buyers are still human beings who are moved more by compelling visuals than by another line on a spreadsheet?Agility requires not just the speed to react, but the insight to know what to react with. It demands a seamless connection between creative ideation and performance data, allowing teams to not only launch campaigns quickly but to make them smarter over time.Today, we're going to talk about the often-underestimated power of visual communication and design-led thinking in B2B marketing. We'll explore why creativity isn't just a 'nice to have' but a core driver of engagement and business results, how neuroscience backs this up, and how new platforms are enabling marketing teams to scale high-quality creative while directly measuring its impact on the bottom line.To help me discuss this topic, I'd like to welcome, Emma Robinson, Head of B2B Marketing at Canva. About Emma Robinson Emma Robinson is the Head of B2B Marketing at Canva, where she drives customer-centric strategies that showcase the impact of design at scale across enterprise organizations. She brings more than 20 years of global B2B marketing experience and has held leadership roles at Salesforce, Google, Medallia, and ThoughtSpot. Having worked across the UK, Asia Pacific, and the US, she's known for building high-performing teams and bringing innovative, high-impact go-to-market strategies to life. Emma brings deep expertise in customer advocacy, lifecycle marketing, and insight-led content, and is a strong champion for the power of brand and creativity in B2B. Her work is instrumental in positioning Canva as the visual communication platform for the modern workplace. Emma Robinson on LinkedIn: https://www.linkedin.com/in/emma-robinson-mtkg/ Resources Canva: https://www.canva.com/about/ Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://aglbrnd.co/r/c43e68ce5cfb321e The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://aglbrnd.co/r/2868abd8085a9703 Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://aglbrnd.co/r/d15ec37a537c0d74 Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716ba Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company Hosted on Acast. See acast.com/privacy for more information.

With B2B marketers drowning in data and automation, have we forgotten that our buyers are still human beings who are moved more by compelling visuals than by another line on a spreadsheet? Agility requires not just the speed to react, but the insight to know what to react with. It demands a seamless connection between creative ideation and performance data, allowing teams to not only launch campaigns quickly but to make them smarter over time. Today, we're going to talk about the often-underestimated power of visual communication and design-led thinking in B2B marketing. We'll explore why creativity isn't just a 'nice to have' but a core driver of engagement and business results, how neuroscience backs this up, and how new platforms are enabling marketing teams to scale high-quality creative while directly measuring its impact on the bottom line. To help me discuss this topic, I'd like to welcome, Emma Robinson, Head of B2B Marketing at Canva. About Emma Robinson Emma Robinson is the Head of B2B Marketing at Canva, where she drives customer-centric strategies that showcase the impact of design at scale across enterprise organizations. She brings more than 20 years of global B2B marketing experience and has held leadership roles at Salesforce, Google, Medallia, and ThoughtSpot. Having worked across the UK, Asia Pacific, and the US, she's known for building high-performing teams and bringing innovative, high-impact go-to-market strategies to life. Emma brings deep expertise in customer advocacy, lifecycle marketing, and insight-led content, and is a strong champion for the power of brand and creativity in B2B. Her work is instrumental in positioning Canva as the visual communication platform for the modern workplace. Emma Robinson on LinkedIn: https://www.linkedin.com/in/emma-robinson-mtkg/ Resources Canva: https://www.canva.com/about/ Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://aglbrnd.co/r/c43e68ce5cfb321e The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://aglbrnd.co/r/2868abd8085a9703 Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://aglbrnd.co/r/d15ec37a537c0d74 Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716ba Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

What if your most persistent customer complaint wasn't a flaw to be fixed, but a key that could unlock an entirely new business model? Agility requires not just the ability to pivot, but the organizational courage to act on customer insights—even when those insights challenge your most fundamental business assumptions. It's about being willing to dismantle something that works in order to build something that works better. Today, we're going to talk about CX that pays off and how both achieving and demonstrating ROI is key to becoming a truly insights-driven organization. We'll explore how a major brand listened to a difficult truth from its customers and completely transformed its marketplace strategy, turning a major pain point into a massive competitive advantage. And we're doing it live from Las Vegas at the Medallia Experience 2026 event here at the Wynn Resort.To help me discuss this topic, I'd like to welcome, Courtney Owumi, VP of Consumer Experience and Membership Engagement at Shipt. About Courtney Owumi Courtney Owumi is a seasoned marketing executive with over a decade of experience in consumer insights and loyalty marketing strategy. She currently serves as the Vice President of Consumer Experience & Membership Engagement at Shipt, where she leads Product Marketing, Consumer Insights & Strategy, and Membership Engagement to deliver a best-in-class experience for Shipt members and provide extended value for Target Circle 360 members. Prior to her time at Shipt, Courtney served on Target's corporate strategy team, and prior to that worked in management consulting, focusing on e-commerce fulfillment strategy for retail clients. Her expertise spans across corporate strategy, retail, consumer packaged goods, and the gig economy, reflecting her versatility and forward-thinking mindset. Courtney Owumi on LinkedIn: https://www.linkedin.com/in/courtneyowumi/ Resources Shipt: https://www.shipt.com Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://aglbrnd.co/r/c43e68ce5cfb321e The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://aglbrnd.co/r/2868abd8085a9703 Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/ Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://aglbrnd.co/r/d15ec37a537c0d74 Medallia: https://www.medallia.com Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716ba Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

What if your most persistent customer complaint wasn't a flaw to be fixed, but a key that could unlock an entirely new business model?Agility requires not just the ability to pivot, but the organizational courage to act on customer insights—even when those insights challenge your most fundamental business assumptions. It's about being willing to dismantle something that works in order to build something that works better.Today, we're going to talk about CX that pays off and how both achieving and demonstrating ROI is key to becoming a truly insights-driven organization. We'll explore how a major brand listened to a difficult truth from its customers and completely transformed its marketplace strategy, turning a major pain point into a massive competitive advantage. And we're doing it live from Las Vegas at the Medallia Experience 2026 event here at the Wynn Resort.To help me discuss this topic, I'd like to welcome, Courtney Owumi, VP of Consumer Experience and Membership Engagement at Shipt. About Courtney Owumi Courtney Owumi is a seasoned marketing executive with over a decade of experience in consumer insights and loyalty marketing strategy. She currently serves as the Vice President of Consumer Experience & Membership Engagement at Shipt, where she leads Product Marketing, Consumer Insights & Strategy, and Membership Engagement to deliver a best-in-class experience for Shipt members and provide extended value for Target Circle 360 members. Prior to her time at Shipt, Courtney served on Target's corporate strategy team, and prior to that worked in management consulting, focusing on e-commerce fulfillment strategy for retail clients. Her expertise spans across corporate strategy, retail, consumer packaged goods, and the gig economy, reflecting her versatility and forward-thinking mindset. Courtney Owumi on LinkedIn: https://www.linkedin.com/in/courtneyowumi/ Resources Shipt: https://www.shipt.com Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://aglbrnd.co/r/c43e68ce5cfb321e The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://aglbrnd.co/r/2868abd8085a9703 Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://aglbrnd.co/r/d15ec37a537c0d74 Medallia: https://www.medallia.comEnjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716ba Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company Hosted on Acast. See acast.com/privacy for more information.

What if your most persistent customer complaint wasn't a flaw to be fixed, but a key that could unlock an entirely new business model? Agility requires not just the ability to pivot, but the organizational courage to act on customer insights—even when those insights challenge your most fundamental business assumptions. It's about being willing to dismantle something that works in order to build something that works better. Today, we're going to talk about CX that pays off and how both achieving and demonstrating ROI is key to becoming a truly insights-driven organization. We'll explore how a major brand listened to a difficult truth from its customers and completely transformed its marketplace strategy, turning a major pain point into a massive competitive advantage. And we're doing it live from Las Vegas at the Medallia Experience 2026 event here at the Wynn Resort.To help me discuss this topic, I'd like to welcome, Courtney Owumi, VP of Consumer Experience and Membership Engagement at Shipt. About Courtney Owumi Courtney Owumi is a seasoned marketing executive with over a decade of experience in consumer insights and loyalty marketing strategy. She currently serves as the Vice President of Consumer Experience & Membership Engagement at Shipt, where she leads Product Marketing, Consumer Insights & Strategy, and Membership Engagement to deliver a best-in-class experience for Shipt members and provide extended value for Target Circle 360 members. Prior to her time at Shipt, Courtney served on Target's corporate strategy team, and prior to that worked in management consulting, focusing on e-commerce fulfillment strategy for retail clients. Her expertise spans across corporate strategy, retail, consumer packaged goods, and the gig economy, reflecting her versatility and forward-thinking mindset. Courtney Owumi on LinkedIn: https://www.linkedin.com/in/courtneyowumi/ Resources Shipt: https://www.shipt.com Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://aglbrnd.co/r/c43e68ce5cfb321e The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://aglbrnd.co/r/2868abd8085a9703 Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/ Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://aglbrnd.co/r/d15ec37a537c0d74 Medallia: https://www.medallia.com Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716ba Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

What if your most persistent customer complaint wasn't a flaw to be fixed, but a key that could unlock an entirely new business model?Agility requires not just the ability to pivot, but the organizational courage to act on customer insights—even when those insights challenge your most fundamental business assumptions. It's about being willing to dismantle something that works in order to build something that works better.Today, we're going to talk about CX that pays off and how both achieving and demonstrating ROI is key to becoming a truly insights-driven organization. We'll explore how a major brand listened to a difficult truth from its customers and completely transformed its marketplace strategy, turning a major pain point into a massive competitive advantage. And we're doing it live from Las Vegas at the Medallia Experience 2026 event here at the Wynn Resort.To help me discuss this topic, I'd like to welcome, Courtney Owumi, VP of Consumer Experience and Membership Engagement at Shipt. About Courtney Owumi Courtney Owumi is a seasoned marketing executive with over a decade of experience in consumer insights and loyalty marketing strategy. She currently serves as the Vice President of Consumer Experience & Membership Engagement at Shipt, where she leads Product Marketing, Consumer Insights & Strategy, and Membership Engagement to deliver a best-in-class experience for Shipt members and provide extended value for Target Circle 360 members. Prior to her time at Shipt, Courtney served on Target's corporate strategy team, and prior to that worked in management consulting, focusing on e-commerce fulfillment strategy for retail clients. Her expertise spans across corporate strategy, retail, consumer packaged goods, and the gig economy, reflecting her versatility and forward-thinking mindset. Courtney Owumi on LinkedIn: https://www.linkedin.com/in/courtneyowumi/ Resources Shipt: https://www.shipt.com Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://aglbrnd.co/r/c43e68ce5cfb321e The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://aglbrnd.co/r/2868abd8085a9703 Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://aglbrnd.co/r/d15ec37a537c0d74 Medallia: https://www.medallia.comEnjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716ba Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company Hosted on Acast. See acast.com/privacy for more information.

Today's episode of the Punk CX podcast features three interviews I recorded whilst at Medallia's Experience event in Las Vegas on the 10th, 11th and 12th February. The interviews are with Sid Banerjee, Chief Strategy Officer at Medallia, Mike Murchison, co-founder and CEO of Ada, and Paloma Paraja, Customer Experience Manager at Santalucia Seguros. We cover the big themes of the conference, the latest developments at Medallia, agentic CX, building an ACX team, the importance of context in empathy and what it takes to deliver an award-winning customer experience. This interview follows on from my recent interview – The dangers of a CCaaS monoculture – Interview with Paul Hughes of Mitel – and is number 574 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

What happens when you tie a quarter of every employee's variable compensation not to sales targets, but to customer experience metrics? Agility requires more than just speed; it demands a shared purpose that translates into a unified system for listening, learning, and acting at an enterprise scale. It's about connecting every function of the business to the client's reality in real-time. Today, we are here at Medallia Experience at the Wynn Resort in Las Vegas, and we're going to talk about what it takes to transform a massive organization by moving client experience from a siloed function to the core of the enterprise operating model, tying it directly to employee compensation and billions in revenue growth. To help me discuss this topic, I'd like to welcome, Stephanie Leheta, Sr. Director, Client Experience Strategy at CIBC. About Stephanie Leheta Stephanie Leheta on LinkedIn: https://www.linkedin.com/in/stephanie-leheta-mba-ccmp-pmp-ccxp-435a8113/ Resources CIBC: https://cibc.com/ Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://incogni.com/agile The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Medallia: https://www.medallia.comEnjoyed the show? Tell us more at and give us a rating so others can find the show at: https://ratethispodcast.com/agileConnect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

What happens when you tie a quarter of every employee's variable compensation not to sales targets, but to customer experience metrics?Agility requires more than just speed; it demands a shared purpose that translates into a unified system for listening, learning, and acting at an enterprise scale. It's about connecting every function of the business to the client's reality in real-time.Today, we are here at Medallia Experience at the Wynn Resort in Las Vegas, and we're going to talk about what it takes to transform a massive organization by moving client experience from a siloed function to the core of the enterprise operating model, tying it directly to employee compensation and billions in revenue growth.To help me discuss this topic, I'd like to welcome, Stephanie Leheta, Sr. Director, Client Experience Strategy at CIBC.About Stephanie Leheta Stephanie Leheta on LinkedIn: https://www.linkedin.com/in/stephanie-leheta-mba-ccmp-pmp-ccxp-435a8113/ Resources CIBC: https://cibc.com/Medallia: ⁠https://www.medallia.com Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://incogni.com/agile The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://ratethispodcast.com/agileConnect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company Hosted on Acast. See acast.com/privacy for more information.

As the year wraps up, we are replaying some of our favorite conversations from 2025, including this one!What could your CX teams do to strategically move your brand forward if they weren't tethered to dashboards? Agility requires CX teams to move beyond reactive reporting and embrace proactive insight delivery. In an era where insights are instantly available through conversational AI, the strategic role of CX is about to shift—big time.Today we're going to talk about how AI is reshaping customer experience by freeing CX teams from dashboards, static reports, and manual data analysis—and allowing them to lead strategically with real-time intelligence. About Sid Banerjee Sid currently serves as the Chief Strategy Officer at Medallia. He has nearly 30 years of experience building companies and solutions focused on customer experience, business intelligence, and AI-powered technologies. He was the Founder, CEO, Chairman, and Chief Strategy Officer at Clarabridge, and most recently served as Chief XM Strategy Officer at Qualtrics. He has held leadership roles at MicroStrategy, Claraview, Ernst & Young, and Sprint. He holds a BS/MS in Electrical Engineering from MIT. Sid Banerjee on LinkedIn: https://www.linkedin.com/in/sidbanerjeewdc/ Resources Medallia: https://www.medallia.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://ratethispodcast.com/agileConnect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

As the year wraps up, we are replaying some of our favorite conversations from 2025, including this one!What could your CX teams do to strategically move your brand forward if they weren't tethered to dashboards?Agility requires CX teams to move beyond reactive reporting and embrace proactive insight delivery. In an era where insights are instantly available through conversational AI, the strategic role of CX is about to shift—big time.Today we're going to talk about how AI is reshaping customer experience by freeing CX teams from dashboards, static reports, and manual data analysis—and allowing them to lead strategically with real-time intelligence. About Sid Banerjee Sid currently serves as the Chief Strategy Officer at Medallia. He has nearly 30 years of experience building companies and solutions focused on customer experience, business intelligence, and AI-powered technologies. He was the Founder, CEO, Chairman, and Chief Strategy Officer at Clarabridge, and most recently served as Chief XM Strategy Officer at Qualtrics. He has held leadership roles at MicroStrategy, Claraview, Ernst & Young, and Sprint. He holds a BS/MS in Electrical Engineering from MIT. Sid Banerjee on LinkedIn: https://www.linkedin.com/in/sidbanerjeewdc/ Resources Medallia: https://www.medallia.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://ratethispodcast.com/agileConnect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company Hosted on Acast. See acast.com/privacy for more information.

When Shreesha Ramdas left Medallia after a $6.5B acquisition he decided it was time to reinvent.At his 4th startup Lumber, before writing a single line of code, he hired a sales person and ran 200+ interviews across the industry to understand the real pain points. The interviews gave Shreesha the insight that though payments were a problem, it was neither big enough nor urgent. But it was very difficult to hire workers, and even more difficult to retain skilled craft workers. In the U.S alone 41% of construction workers will retire in the next six years, leaving a massive gap in talent and experience. As a big believer in vitamin vs. painkiller, Shreesha is now building where the pain is deepest. We discuss what truly needs to happen before building a startup, the foundation that will shape everything that follows. From his days at Yodlee during the dot-com boom to leading StrikeDeck and selling it to Medallia, he is now building again with clarity and intent for one of the most traditional industries: construction.  But here's one thing that probably tells you more about Shreesha than the companies he has built and scaled. He said, “My heart beats for other founders. Startup is my world, this community is my tribe.”0:00 – Trailer1:04 – Why build tech for Construction industry?3:54 – 200+ interviews to find the real customer pain5:05 – Big believer in Vitamin vs. Painkiller6:25 – The 2 core problems in this industry7:02 – Repeat founders Know structure better7:42 – First startup during the dot-com boom8:29 – Bay Area is Disney Land for tech founders9:23 – From engineering → sales → marketing10:37 – Founders should trust the team, above everything11:55 – The survey company that banned “survey”12:17 – First startup was all about me; now it's all about team13:57 – Dream big, but execute in small steps15:47 – The cost of speed in startups16:18 – I'm a marketing-first CEO17:27 – Hire a salesperson before the product exists18:17 – Is Founder-led selling good or bad?19:37 – Mean, lean & go all in23:55 – Don't bring humility to storytelling27:25 – How the story should evolve as startups scale35:30 – How Lumber will challenge giants in construction38:53 – Do repeat founders build more in verticals?43:39 – How to hire right people from traditional industries44:29 – What wealth unlocked for Shreesha45:34 – Legacy is moving the industry forward46:38 – What the next 20 years mean for software founders49:18 – AI should remove soul-draining work51:19 – “My heartbeats for other founders”-------------India's talent has built the world's tech—now it's time to lead it.This mission goes beyond startups. It's about shifting the center of gravity in global tech to include the brilliance rising from India.What is Neon Fund?We invest in seed and early-stage founders from India and the diaspora building world-class Enterprise AI companies. We bring capital, conviction, and a community that's done it before.Subscribe for real founder stories, investor perspectives, economist breakdowns, and a behind-the-scenes look at how we're doing it all at Neon.-------------Check us out on:Website: https://neon.fund/Instagram: https://www.instagram.com/theneonshoww/LinkedIn: https://www.linkedin.com/company/beneon/Twitter: https://x.com/TheNeonShowwConnect with Siddhartha on:LinkedIn: https://www.linkedin.com/in/siddharthaahluwalia/Twitter: https://x.com/siddharthaa7-------------This video is for informational purposes only. The views expressed are those of the individuals quoted and do not constitute professional advice.Send us a text

What if removing friction isn't enough? Samsara's "Project Wow" challenges the entire CX industry to stop fixing problems and start creating experiences that make customers gasp.Join hosts Chuck Moxley and Nick Paladino as they talk with Emma Sopadjieva, Head of Customer Experience Strategy at Samsara. With experience from Medallia, Eventbrite, and ServiceNow, Emma reveals why 90% of customer experience work is influence without authority—not data analysis. She shares how Samsara brought their entire executive team together for full-day workshops to identify five moments across the customer journey where they could create "wow" experiences, pushing every initiative from fixing pain points to delivering 10-star moments. Emma also unveils the game-changing concept of predictive NPS, using thousands of variables to identify unhappy customers before they even tell you—and activating customer success teams six months before renewal conversations.Key Actionable Takeaways:Master influence without authority by making others the hero - CX teams don't own product or support, so align insights to stakeholder metrics and show how your recommendations make them successfulStart with quick wins before long-term transformation - Launch purchase win-loss and renewal experience programs first to build credibility while working toward your five-year customer 360 visionPredict customer experience, not just renewal risk - Build predictive NPS models using behavioral data to catch at-risk customers six months early, when you can still save themWant more tips and strategies about creating frictionless digital experiences? Subscribe to our newsletter!https://www.thefrictionlessexperience.com/frictionless/Download the Black Friday/Cyber Monday eBook: http://bluetriangle.com/ebook-Emma Sopadjieva's LinkedIn: https://www.linkedin.com/in/emmasopadjieva/Nick Paladino's LinkedIn: https://linkedin.com/in/npaladinoChuck Moxley's LinkedIn: https://linkedin.com/in/chuck-moxleyChapters:(00:00) Introduction (03:00) What Samsara does - IoT hardware and software for physical operations(04:00) Key lessons from Medallia, ServiceNow, and Eventbrite(05:00) Why 90% of CX work is influence without authority, not data(08:00) Making stakeholders the hero to drive change(09:00) Balancing quick wins with long-term transformation strategy(12:00) Project Wow - Creating 10-star experiences across the customer journey(15:00) Five moments that matter and executive ideation workshops(17:00) Measuring ROI of wow moments and delight(19:00) Turning NPS improvements into quantified revenue impact(22:00) Predictive NPS - Identifying unhappy customers before they tell you(25:00) Using 5,000+ variables to catch churn risk six months early(27:00) Building frictionless UX across physical and digital worlds(30:00) CX teams as connective tissue across siloed functions(32:00) Why technology doesn't equal experience(34:00) The problem with AI chatbots in customer service(35:00) Conclusion

Outbound prospecting isn't dead, it's just different. TSHP welcomes Jason Bay, outbound sales coach, trainer, and SKO speaker for a conversation about how to outbound smarter. Uncover the math problem haunting sales teams—those dismally low cold call and conversion rates—and explore innovative ways to manage and improve them. Discover how sales reps can benefit from AI tools like ChatGPT for practical, real-world experience, even when live conversations are scarce. Mark and Jason shed light on crafting an effective sales rhythm, and how voicemails can double as marketing messages, guiding prospects to your emails, rather than just seeking callbacks.

In this episode of the Revenue Builders Podcast, our hosts John Kaplan and John McMahon are joined by Dan Fougere, a venture partner at Index Ventures and former CRO of Datadog. Dan shares insights from his extensive sales career, emphasizing the importance of developing adaptive and context-specific sales playbooks. He discusses the evolution of PLG (Product-Led Growth) strategies, the integration of AI in sales processes, and the critical need for continuous learning and adaptability. The episode also touches on Dan's philanthropic efforts, including his involvement with Homes for Our Troops and other charitable initiatives.ADDITIONAL RESOURCESConnect and learn more from Dan Fougere.Connect with Dan on LinkedIn: https://www.linkedin.com/in/danfougere/Support Homes For Our Troops: https://www.hfotusa.orgSupport Imagine Reading: https://imaginereading.com/Support No Person Left Behind Outdoors: https://www.nplboutdoors.orgRead the Guide on Six Critical Priorities for Revenue Leadership in 2026: https://hubs.li/Q03JN74V0Enjoying the podcast? Sign up to receive new episodes straight to your inbox: https://hubs.li/Q02R10xN0HERE ARE SOME KEY SECTIONS TO CHECK OUT[00:02:24] Advice for New Sales Leaders[00:02:52] Adapting Sales Playbooks[00:03:27] The Importance of Flexibility in Sales Strategies[00:03:54] Understanding Product-Led Growth (PLG)[00:06:44] Case Study: Datadog's Sales Evolution[00:07:57] Challenges in Scaling Sales Strategies[00:08:51] Building a Sales Organization for the Future[00:12:14] The Role of a CRO in Modern Sales[00:14:48] Adapting to Market Changes[00:26:23] Traits of Effective Sales Leaders[00:34:03] The Tip of the Spear: Leading from the Front[00:34:16] Medallia: Building a Sales Process from Scratch[00:36:58] Profile of a Successful Sales Leader[00:37:47] Recruiting and Building a High-Performance Team[00:39:25] The Importance of High Standards in Hiring[00:52:41] AI's Impact on Sales and Forecasting[01:02:07] Giving Back: Charitable EndeavorsHIGHLIGHT QUOTES[00:03:21] “A big mistake is trying to force fit a playbook from a previous company into a new company.”[00:06:01] “Approach it with a beginner's mind… it's actually an advantage you only get once.”[00:10:55] “Build your outbound before you need it, because at some point you're going to need it.”[00:13:33] “98.5% of companies realize, ‘I wish I had a great sales organization to go with this great PLG motion.'”[00:19:07] “The thing that tops people out is the inability to adapt and collaborate—they become too rigid.”[00:22:25] “If you know in your heart your team is mediocre, you're never going to be great. Raise those standards.”[00:31:36] “Don't just assume you can get rid of BDRs and have AI do it. I don't see anybody telling me that's working yet." Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

We get to talk with Lee Becker, Senior VP and Executive Advisor for Public Sector and Healthcare at Medallia, to discuss the evolving role of customer experience (CX) in government. Lee shares his journey from being a Navy corpsman to becoming an advocate for improving government services through technology. He emphasizes the importance of collaboration between government and industry, the challenges of implementing CX, and the significance of initiatives like the Government Service Delivery Improvement Act. Subscribe on your favorite podcast platform to never miss an episode! For more from ACT-IAC, follow us on LinkedIn or visit http://www.actiac.org.Learn more about membership at https://www.actiac.org/join.Donate to ACT-IAC at https://actiac.org/donate. Intro/Outro Music: See a Brighter Day/Gloria TellsCourtesy of Epidemic Sound(Episodes 1-159: Intro/Outro Music: Focal Point/Young CommunityCourtesy of Epidemic Sound)

EchoSpan, Inc. v. Medallia, Inc.

How do top product leaders turn customer insights into game-changing innovations? In this episode of the CPO Rising Series hosted by Products That Count Resident CPO Renee Niemi, Medallia Chief Product Officer Simonetta Turek reveals how great product teams transform customer experience. Drawing from her extensive global leadership experience, Simonetta shares breakthrough insights on building innovative teams, navigating complex technological landscapes, and creating a mission-driven culture that drives breakthrough products.

What's stopping CX leaders from turning mountains of customer data into executive-ready stories that prompt real change? In this episode, we dig deep into one of the most urgent—and often overlooked—challenges for customer experience (CX) teams: crafting compelling, actionable narratives from all that customer insight. Data is everywhere, but too often the dots just don't get connected in a way that the C-suite cares about. The difference between a statistic and a strategic priority? It's all in the storytelling. In my conversation with Ania Rodriguez, CEO of JourneyTrack, we explore the tools, techniques, and mindsets you need to bridge that gap—and the game-changing role that AI-driven storytelling is playing right now in CX strategy. If you're a CX practitioner, product leader, or anyone tasked with influencing business outcomes through customer insight, you'll want to hear directly from Ania. Her twenty-five years in the field, expertise in journey mapping, and insider knowledge on harnessing technology for business storytelling makes this episode essential listening. Whether you're tired of your insights landing with a thud—or want to lead boardroom conversations that spark action—Ania's guidance is practical, forward-looking, and instantly applicable. Here are three questions Ania answers in this episode: Why do even seasoned leaders struggle to translate customer data into executive-friendly narratives? How does JourneyTrack's Storytelling AI automate the process of building empathy and urgency for C-suite presentations? What are the crucial integrations and data strategies for making journey management systems truly enterprise-ready—and how can you put them to work right away? Ready to supercharge your customer storytelling and move your executive team from data fatigue to decisive action? Listen now and subscribe so you never miss an episode: Apple Podcasts Spotify You'll also find us on all your favorite podcast platforms! Meet Ania Rodriguez Ania Rodriguez is the CEO and founder of JourneyTrack, a pioneering journey management platform designed for enterprise-scale CX storytelling. With more than 25 years of experience, Ania has led transformational customer experience initiatives for some of the world's most recognizable brands—including Google, where JourneyTrack first launched. She is also the founder and CEO of Key Lime Interactive, a renowned CX consultancy known for its expertise in journey mapping, research, and strategy. Ania's leadership style blends human-centered design with data-driven rigor, and she has a longstanding reputation for coaching executives and teams on turning insights into action. She was among the earliest to bring AI-powered capabilities—like Storytelling AI and Recommendation AI—to journey management, ensuring that organizations can not only aggregate data from diverse sources (like Jira, Qualtrics, Medallia, Snowflake, and more) but can also deliver that information as compelling, actionable presentations tailored to any audience. Connect with Ania Rodriguez on LinkedIn Show Notes & References “Using Storytelling Playbooks to Supercharge Journey Management” (White Paper):  https://bit.ly/47gE1xE JourneyTrack platform: https://journeytrack.io/ LinkedIn: Ania Rodriguez "Made to Stick" by Chip and Dan Heath (Velcro theory of memory): https://heathbrothers.com/books/made-to-stick/ Integration partners referenced: Jira, Qualtrics, Medallia, Snowflake, Adobe Analytics, Google Analytics Forrester on Journey Management (industry wave publication): https://www.forrester.com/ Thanks for tuning in—subscribe for more expert strategies, and let's make customer data tell the stories that drive business forward!

Customers don't just want answers. They want action! That's why agentic AI, the kind that doesn't just recommend but actually does the work, is reshaping how teams analyze experiences, resolve issues, and connect systems.In this CX Pulse Check, Jeannie talks with Medallia's Chief Strategy Officer, Sid Banerjee, about today's clearest CX use cases and the pitfalls leaders should avoid as agentic AI adoption accelerates across industries like banking, healthcare, retail, and hospitality.We explore three big patterns:AI that speeds up insight generation across calls, chats, and surveysAssistive tools that help agents find and deliver answers in real timeOrchestration that lets AI schedule, submit, and update without piling on handoffsVoice is making a comeback too, from car dealerships booking recall appointments to restaurants taking phone orders with flawless recall. The key isn't “more bots,” but better design, continuous coaching, and a balance of speed with trust.We also cover empathy, accountability, and practical guardrails (like building feedback loops, retraining models, and giving customers clear choices so they never feel trapped by tech).If you're evaluating where to deploy AI next or whether your pilots are effective, this conversation provides examples, cautions, and a pragmatic perspective.About Sid Banerjee, Chief Strategy Officer, Medallia:Over a nearly 30-year career, Sid has amassed deep skills building companies and solutions based on customer experience, business intelligence, and AI-powered technologies. Sid was the Founder and served as CEO, Chairman, and Chief Strategy Officer at Clarabridge. He most recently served as Chief XM Strategy Officer at Qualtrics. He presently serves as Chairman at Prolific, a high-growth technology company that provides a platform for high-quality, human-derived AI and research models. He was a founding employee of MicroStrategy and founder/CEO of Claraview. He also held executive and management positions at Ernst & Young and Sprint. He holds a BS/MS in Electrical Engineering from MIT.Learn More About Medallia at https://www.medallia.com/Follow Sid on...LinkedIn: https://www.linkedin.com/in/sidbanerjeewdc/Articles Mentioned:- Marriott checks out AI agents amid technology transformation (CIO Dive) -- https://www.ciodive.com/news/marriott-international-AI-strategy-agentic-cloud-cybersecurity/758922/- Red Lobster Turns to AI to Power Phone Ordering (Hospitality Technology) -- https://hospitalitytech.com/news-briefs/2025-09-22?article=red-lobster-turns-ai-power-phone-ordering- Long Island pizzeria goes viral with saucy videos giving bad diners a taste of their own medicine: ‘Go sit down' (New York Post) -- https://nypost.com/2025/09/22/us-news/long-island-pizzeria-goes-viral-with-saucy-videos-giving-bad-diners-a-taste-of-their-own-medicine-go-sit-down/Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

En Los Desayunos de Capital, comenzamos la mañana con Marta San Román, directora general de AFEC (Asociación de Fabricantes de Equipos de Climatización), para hablar del papel estratégico de la climatización en la seguridad energética y el liderazgo del sector del calor y el frío. San Román recordó que el apagón del pasado abril puso de manifiesto la necesidad de contar con un sistema eléctrico más resiliente, y defendió que la tecnología actual —bombas de calor y control inteligente— puede convertir a los edificios en aliados activos de la red eléctrica. También analizó si España está electrificando más rápido de lo que refuerza su red, advirtiendo que la falta de capacidad podría tensionar el sistema en los próximos años. En un segundo bloque, abordamos el papel de las ferias energéticas y el riesgo del greenwashing, a raíz de la coincidencia del V Salón del Gas Renovable en Valladolid y el Congreso de CONAIF en Tenerife. San Román subrayó que “la transición energética necesita coherencia, rigor y comunicación honesta”, y que estos encuentros deben servir para unificar discursos entre tecnologías y reforzar la credibilidad del sector. La conversación terminó con una nota más creativa: el concurso “Un jingle para el planeta”, una iniciativa de AFEC que busca divulgar el papel de la bomba de calor en la transición energética a través de la música. San Román explicó que el objetivo es acercar la energía limpia a los más jóvenes y romper estereotipos con un lenguaje fresco y participativo. También nos acompañó Laura Sanz de Siria, directora general de Somos Implica, para analizar los nueve meses de aplicación de la Responsabilidad Ampliada del Productor (RAP). Sanz destacó el reto que supone para las empresas adaptarse a la normativa sobre envases industriales y comerciales, así como la importancia de acelerar la circularidad y la gestión responsable de residuos. Explicó las claves de la gestión integrada que realiza IMPLICA y cómo se están preparando para el nuevo reglamento europeo que entrará en vigor en 2026. Cerramos los Desayunos con Daniel Solera, director de Experiencia de Cliente de Hyundai España; José Serrano, vocal de DEC (Asociación para el Desarrollo de la Experiencia de Cliente); y Carla Domingo, regional sales director South EMEA de Medallia, con motivo del Congreso Internacional DEC. Se habló de cómo las empresas diseñan experiencias adaptadas a distintos mercados, de la necesidad de superar el marketing de los “quick wins” y de la personalización de la experiencia del cliente a través del análisis de su voz y sus expectativas culturales.

The customer journey guides the lifetime value of our most important audiences, yet how do we ensure that we are planning, mapping, managing, and optimizing these journeys effectively?Agility requires a deep understanding of your customer's journey and the ability to adapt your strategies and tactics in real-time. It also demands a willingness to experiment, learn, and iterate quickly, embracing change as an opportunity rather than a threat.Today, we're going to talk about the exciting new Institute for Journey Management and how it's helping businesses unlock the power of customer-centricity in a complex and ever-changing world. To help me discuss this topic, I'd like to welcome, Mark Smith and Raymond Gerber from the Institute for Journey Management. About Mark Smith and Raymond Gerber Raymond GerberRaymond Gerber is Co-Founder of the Institute for Journey Management (I4JM) and Founder of JourneyCentric-CX, where he helps enterprises operationalize customer journeys to drive measurable value. With over 25 years of experience, including leadership roles at Qualtrics, Thunderhead (acquired by Medallia), Pegasystems, and Chordiant, Raymond has been at the forefront of journey orchestration, analytics, and AI-driven engagement. He holds 5 patents in journey analytics and customer experience innovation and has guided multiple SaaS organizations through successful acquisitions.Mark SmithMark Smith is Co-Founder of the Institute for Journey Management (I4JM) and Founder of Journey-Smiths, a boutique consultancy helping companies drive value from journey technology.  Mark has over 30 years of experience in customer analytics and engagement, including leadership roles at Kitewheel, CSG, Portrait Software and Quadstone - guiding a series of software start-ups to over $100M in exits.   He has steered customer analytic products to recognized market leadership positions since the late 1990s, and became a pioneer in the new domains of journey analytics and orchestration in 2013.   By training Mark is a statistician, with a PhD from the early days of AI and distributed computing.  However he fights against the statistician stereotype and has focused on customer and market alignment for products throughout his career.The Institute for Journey Management is a new industry association with a mission to unite journey management ecosystem members. It brings together business leaders, practitioners, implementers and vendors in a collaborative, non-profit initiative to develop shared knowledge of the business benefits possible from journey management.  Resources Institute for Journey Management: https://www.i4jm.org/ This episode is brought to you by Kinetic Data. Self-service without compromise. Build powerful self-service experiences across your entire organization without sacrificing speed, flexibility, security, or control. https://kineticdata.com/ Register now for Sitecore Symposium, November 3-5 in Orlando Florida. Use code SYM25-2Media10 to receive 10% off. Go here for more: https://symposium.sitecore.com/Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company Hosted on Acast. See acast.com/privacy for more information.

The customer journey guides the lifetime value of our most important audiences, yet how do we ensure that we are planning, mapping, managing, and optimizing these journeys effectively? Agility requires a deep understanding of your customer's journey and the ability to adapt your strategies and tactics in real-time. It also demands a willingness to experiment, learn, and iterate quickly, embracing change as an opportunity rather than a threat. Today, we're going to talk about the exciting new Institute for Journey Management and how it's helping businesses unlock the power of customer-centricity in a complex and ever-changing world. To help me discuss this topic, I'd like to welcome, Mark Smith and Raymond Gerber from the Institute for Journey Management. About Mark Smith and Raymond Gerber Raymond GerberRaymond Gerber is Co-Founder of the Institute for Journey Management (I4JM) and Founder of JourneyCentric-CX, where he helps enterprises operationalize customer journeys to drive measurable value. With over 25 years of experience, including leadership roles at Qualtrics, Thunderhead (acquired by Medallia), Pegasystems, and Chordiant, Raymond has been at the forefront of journey orchestration, analytics, and AI-driven engagement. He holds 5 patents in journey analytics and customer experience innovation and has guided multiple SaaS organizations through successful acquisitions.Mark SmithMark Smith is Co-Founder of the Institute for Journey Management (I4JM) and Founder of Journey-Smiths, a boutique consultancy helping companies drive value from journey technology.  Mark has over 30 years of experience in customer analytics and engagement, including leadership roles at Kitewheel, CSG, Portrait Software and Quadstone - guiding a series of software start-ups to over $100M in exits.   He has steered customer analytic products to recognized market leadership positions since the late 1990s, and became a pioneer in the new domains of journey analytics and orchestration in 2013.   By training Mark is a statistician, with a PhD from the early days of AI and distributed computing.  However he fights against the statistician stereotype and has focused on customer and market alignment for products throughout his career.The Institute for Journey Management is a new industry association with a mission to unite journey management ecosystem members. It brings together business leaders, practitioners, implementers and vendors in a collaborative, non-profit initiative to develop shared knowledge of the business benefits possible from journey management.  Resources Institute for Journey Management: https://www.i4jm.org/ This episode is brought to you by Kinetic Data. Self-service without compromise. Build powerful self-service experiences across your entire organization without sacrificing speed, flexibility, security, or control. https://kineticdata.com/ Register now for Sitecore Symposium, November 3-5 in Orlando Florida. Use code SYM25-2Media10 to receive 10% off. Go here for more: https://symposium.sitecore.com/Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

In today's rapidly evolving business landscape, scaling enterprise sales teams presents unique challenges and opportunities. As the Chief Revenue Officer of Motive, Adam Block brings a wealth of experience in building high-performance sales organizations. In this episode, we explore effective strategies for scaling enterprise sales teams in the AI era.                   Scaling Enterprise Sales: Key Insights ·         Building a robust playbook for enterprise sales success ·         Implementing effective hiring and onboarding processes ·         Leveraging AI and technology to enhance sales efficiency ·         Developing a strong sales culture and team dynamics The Power of People in Scaling Sales One of the core themes Adam emphasizes is the importance of hiring and developing top talent. He outlines: A comprehensive interview process, including panel interviews Assessing candidates' resilience, accountability, and discipline Creating a "farm system" for developing sales talent internally Develop Clear Playbooks Adam outlined three crucial elements of effective sales playbooks: Product knowledge - Understanding what you sell and how it impacts customers Clear expectations - Outlining exactly what's expected in each role Unified approach - A consistent philosophy for engaging prospects Boosting Seller Efficiency and Pipeline Growth Adam provides practical strategies for improving sales performance, including:                          ·         Focusing on pre-hello activities to secure initial conversations ·         Utilizing AI for account research, territory planning, and meeting assessments ·         Balancing technology with human touch in the sales process The Role of AI in Modern Sales While AI is transforming many aspects of sales, Adam cautions against over-reliance: ·         AI tools for enhancing productivity and insights ·         The continued importance of human connection in sales ·         Balancing AI automation with personalized outreach This episode offers a comprehensive look at scaling enterprise sales teams, blending time-tested strategies with cutting-edge AI applications. Whether you're a sales leader looking to grow your team or a sales professional aiming to enhance your skills, you'll find actionable insights to elevate your sales game. Key Moments 00:00:00 - Effective Sales Strategies for Market Contact 00:00:42 - Introduction to Adam Block and Motive 00:04:32 - Adam Block's Guilty Pleasure: 80s Music 00:07:19 - Scaling Enterprise Sales Organizations 00:15:36 - Finding and Assessing Top Sales Talent 00:20:58 - Panel Interview Process for Sales Candidates 00:32:46 - Boosting Seller Efficiency and AI Integration 00:47:50 - Closing Thoughts and Career Opportunities at Motive About Adam Block Adam oversees Motive's global Revenue and Go-To-Market functions, including sales, business development, strategy, operations, sales engineering, and partnerships. Prior to Motive, he served as Vice President over the Public Sector, Healthcare, Manufacturing, High Tech, and Life Sciences teams at Medallia, the leading enterprise experience platform. During his tenure, Medallia went public and was later acquired for $6.4B. Before Medallia, Adam was Vice President, Sales and Marketing for TenMast software (now MRI software) and previously served as Partner and Vice President of Sales at Zeta Marketing, an internet marketing startup. Adam earned his Bachelor of Business Administration (BBA) in Finance and Management from the University of Kentucky. Follow Us On: ·         LinkedIn ·         Twitter ·         YouTube Channel ·         Instagram ·         Facebook Learn More About FlyMSG Features Like: ·         LinkedIn Auto Comment Generator ·         AI Social Media Post Generator ·         Auto Text Expander ·         AI Grammar Checker ·         AI Sales Roleplay and Coaching ·         Paragraph Rewrite with AI ·         Sales Prospecting Training for Individuals ·         FlyMSG Enterprise Sales Prospecting Training Program Install FlyMSG for Free: ·         As a Chrome Extension ·         As an Edge Extension  

In this episode of the Revenue Builders Podcast, hosts John McMahon and John Kaplan are joined by Steve Waugh, a legendary enterprise software salesperson. Steve shares his journey from starting at IT resellers to executing some of the largest deals in enterprise software at companies like Blade Logic, BMC, and Medallia. He outlines strategies for identifying champions and detractors, the importance of mindset, belief in one's product, and understanding the customer's business impact. Additionally, Steve discusses the critical role of executive support in closing big deals and offers insights into navigating internal challenges within one's company. This episode is a treasure trove of wisdom for anyone looking to understand the art and science of selling large enterprise software deals.ADDITIONAL RESOURCESConnect and learn more from Steve Waugh:https://www.linkedin.com/in/steve-waugh-4833b57/Watch Force Management's Panel Discussion on Growth, Valuation and Execution: https://bit.ly/4p6kyGSRead the Guide on Winning Government Contracts: https://bit.ly/3UYAOvOEnjoying the podcast? Sign up to receive new episodes straight to your inbox: https://hubs.li/Q02R10xN0HERE ARE SOME KEY SECTIONS TO CHECK OUT[00:02:19] Steve's Early Career and First Big Deal[00:04:30] Breaking into Financial Services[00:07:36] Mindset for Selling Big Deals[00:11:50] Identifying and Handling Detractors[00:22:21] Cost vs. Value in Sales[00:32:10] The Importance of Content in Sales[00:32:50] Embracing Your Unique Style[00:34:53] Believing in Your Product[00:36:39] Navigating Company Challenges[00:37:55] The Art of Big Deal Selling[00:46:33] Uncovering Hidden Opportunities[00:51:21] Mastering Executive Communication[00:53:43] Career Pathing and LeadershipHIGHLIGHT QUOTES[00:20:49] "You have to believe that everybody gets up and puts their pants on the same way."[00:24:26] "If a customer's constantly looking at cost, you haven't got 'em converted—you gotta get 'em to forget cost and look at the value."[00:33:09] "You gotta know who your friends are, but you gotta know your enemies better."[00:46:46] "Executives don't care how you do it—they care about the 'so what.'"[00:54:17] "If my own leader doesn't believe me, it makes it uber hard for me to accomplish it."[00:56:48] "It's a two-way street. The company has to support their people to believe they can do it, and they have to have that same courage."

Is your business rushing into AI without really understanding how it fits into your strategy—or worse, letting “FOMO” drive your next big tech investment? On this episode of the Delighted Customers podcast, I challenge leaders to think beyond the hype and get real about the transformational (and sometimes risky) power of AI in delivering great customer experiences. With renowned customer experience innovator Bill Staikos as my guest, we dig into the strategic decisions today's C-suite faces: not just adopting new technology, but making sure it's purpose-built to enhance both customer and employee outcomes. Bill's candid, practical approach exposes common missteps—like dropping AI tools into teams with no training or clarity—and offers an essential reset for anyone who wants lasting, measurable results. Bill Staikos brings rare insight as a former Senior Vice President at Medallia and Bank of New York (the world's largest custodian bank), and as founder of the boutique consultancy B Customer Led. Tune in to learn directly from someone who has led next-gen customer experience transformations at major financial institutions, built teams to scale, and now pushes the field forward with his own new show, The Multimodal Experience. Here are three core questions Bill answers in our episode: What are the biggest mistakes companies make when incorporating AI into customer experience—and how can you avoid them? How should leaders think about the boundaries between automation and the human touch, especially in sensitive customer journeys? What's changing about who your “customer” truly is in an age of agentic AI, and how does that reframe loyalty and relationship-building? Don't miss this episode if you want actionable, clear-eyed guidance on making AI work for the people who matter most—your customers and employees. Listen now and subscribe via Apple Podcasts or Spotify, or find us on all your favorite podcast platforms! Meet Bill Staikos Bill Staikos is a visionary leader in customer experience, AI strategy, and organizational change, with a career spanning top roles at industry giants such as Medallia, Bank of New York, JPMorgan Chase, Credit Suisse, and American Express. He's known for driving and scaling business outcomes in some of the most data-rich, complex environments in the world, particularly in financial services. As founder of B Customer Led, Bill helps organizations rethink how technology, data, and talent intersect to build customer-centric growth. Bill's approach is rooted in challenging the status quo—pushing companies to break old habits, design with both the “front-of-house” and “back-of-house” in mind, and always put human goals before shiny tech. He is also the creator and host of the new podcast, Multimodal Experience, where he explores how advanced technologies are fundamentally reshaping the way brands and people connect. You can connect with Bill on LinkedIn: Bill Staikos LinkedIn References from the Show ADKAR Change Management Model Medallia Bank of New York Mellon Bill Stakos on LinkedIn B Customer Led Strawberry Agentic AI Browser (referenced as an example in the discussion) NPS Prism at Bain The Multimodal Experience Podcast

What could your CX teams do to strategically move your brand forward if they weren't tethered to dashboards?Agility requires CX teams to move beyond reactive reporting and embrace proactive insight delivery. In an era where insights are instantly available through conversational AI, the strategic role of CX is about to shift—big time.Today we're going to talk about how AI is reshaping customer experience by freeing CX teams from dashboards, static reports, and manual data analysis—and allowing them to lead strategically with real-time intelligence. About Sid Banerjee Sid Banerjee on LinkedIn: https://www.linkedin.com/in/sidbanerjeewdc/ Resources Medallia: https://www.medallia.com https://www.medallia.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brandsDon't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150" Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company Hosted on Acast. See acast.com/privacy for more information.

What could your CX teams do to strategically move your brand forward if they weren't tethered to dashboards? Agility requires CX teams to move beyond reactive reporting and embrace proactive insight delivery. In an era where insights are instantly available through conversational AI, the strategic role of CX is about to shift—big time.Today we're going to talk about how AI is reshaping customer experience by freeing CX teams from dashboards, static reports, and manual data analysis—and allowing them to lead strategically with real-time intelligence. About Sid Banerjee Sid Banerjee on LinkedIn: https://www.linkedin.com/in/sidbanerjeewdc/ Resources Medallia: https://www.medallia.com https://www.medallia.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brandsDon't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150" Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Today's interview is with Nikola Mrkšić, Co-founder & CEO of PolyAI, a leading supplier of Conversational AI for automated customer service. We talk about some recent research of theirs that finds that the phone still reigns in customer service, making the contact center into a ‘command center,' why voice channels aren't relics of the past but are, in fact, essential infrastructure, that customer service interactions are becoming increasingly contentious and what their AI capabilities are doing to help with that. This interview follows on from my recent interview – The future of CX and agentic CX – Interview with Sid Banerjee of Medallia – and is number 544 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Earlier this year, I spoke with Dennis Woodside, CEO of Freshworks, about why speed and ROI matter more than ever in AI adoption. Today, we continue that conversation—this time from the IT frontline. In this episode, I'm joined by Ashwin Ballal, CIO of Freshworks and a 30-year tech industry veteran with a track record of driving transformation across global enterprises. From his days leading intelligence and data strategy at KLA to his role as CIO at Medallia, Ashwin knows what it takes to modernize without overcomplicating. We explore: The real impact AI is having inside IT teams and where the hype still outweighs reality Why simplifying IT environments is becoming a strategic priority for CIOs How AI is being used to augment, not replace, human capability The pressure to deliver measurable outcomes with fewer resources—and what leaders are doing about it Ashwin also shares a candid view on upskilling, internal adoption, and how CIOs can keep innovation moving forward while managing complexity and cost. This conversation is released in time for Freshworks' ‘Refresh' event and ties into broader industry trends around operational efficiency, human-centered AI, and IT's changing role in business strategy. If you're a CIO, tech leader, or just trying to cut through the noise around AI in the enterprise, this one's worth your time.

Today's interview is with Sid Banerjee, Chief Strategy Officer at Medallia, a leading provider of customer and employee experience management solutions. I first talked to Sid 11 years ago on this podcast when he was Founder & CEO at Clarabridge. This time around, we talk about what has happened in those intervening years, what brought him out of ‘retirement', how to balance the human touch and AI in CX, the future of both CX and agentic CX, the role of LLMs in disrupting the dashboard-centric use cases for CX, trends in omnichannel and a whole bunch of other things. This interview follows on from my recent interview – Customer-centric innovation and Amazon's PRFAQ – Interview with Marcelo Calbucci – and is number 543 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

We are here recording live at Medallia Experience at the Wynn in Las Vegas, and have been seeing and hearing some amazing things about how AI can enhance the customer experience as well as enable teams at organizations to create more meaningful connections with customers. Today we're going to talk about how AI can help to create better experiences for customers before, during, and after their interactions. To help me discuss this topic, I'd like to welcome Fabrice Martin, Chief Product Officer at Medallia. RESOURCES Medallia: https://www.medallia.com Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brands Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

We are here recording live at Medallia Experience at the Wynn in Las Vegas, and have been seeing and hearing some amazing things about how AI can enhance the customer experience as well as enable teams at organizations to create more meaningful connections with customers.Today we're going to talk about how AI can help to create better experiences for customers before, during, and after their interactions. To help me discuss this topic, I'd like to welcome Fabrice Martin, Chief Product Officer at Medallia. RESOURCESMedallia: https://www.medallia.com Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brandsDon't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnowThe Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company Hosted on Acast. See acast.com/privacy for more information.

We are here at Medallia Experience at the Wynn in Las Vegas and seeing some examples of amazing customer experience and employee experience and the latest updates from Medallia.Companies often separate Customer Experience (CX) and Employee Experience (EX) into different silos, but what if the real key to competitiveness and long-term success is in fusing the two together? How can organizations integrate CX and EX to create better customer interactions, drive employee engagement, and unlock real business value?Joining me today is Sasha Fard, Country Lead for Customer Experience Management at Capital One. RESOURCESCapital One: https://www.capitalone.com Medallia: https://www.medallia.com Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnowThe Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company Hosted on Acast. See acast.com/privacy for more information.

We are here at Medallia Experience at the Wynn in Las Vegas and seeing some examples of amazing customer experience and employee experience and the latest updates from Medallia. Companies often separate Customer Experience (CX) and Employee Experience (EX) into different silos, but what if the real key to competitiveness and long-term success is in fusing the two together? How can organizations integrate CX and EX to create better customer interactions, drive employee engagement, and unlock real business value? Joining me today is Sasha Fard, Country Lead for Customer Experience Management at Capital One. RESOURCES Capital One: https://www.capitalone.com Medallia: https://www.medallia.com Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company