Podcasts about Qualtrics

The convergence of AI adoption and escalating cyber threats demands a paradigm shift in how organisations protect data and build trust. As AI accelerates attack sophistication—enabling automated phishing, synthetic identity fraud, and adversarial machine learning—businesses face dual challenges: hardening defences against AI-powered threats while ensuring ethical, transparent AI deployment to overcome employee scepticism. In Singapore and across Asia, leaders must prioritise zero-trust frameworks, AI-specific security guidelines (e.g., Singapore's CSA lifecycle controls), and human-AI collaboration models to close critical trust gaps. Organisations that invest in AI governance, workforce upskilling, and proactive threat-hunting agents will gain resilience and competitive advantage, whereas those failing to address AI-driven risks or employee distrust will face operational and reputational fallout.Joining us on PodChats for FutureCISO is Assaf Keren, CSO, Qualtrics.Interview questions:1.       How can organisations implement secure-by-design AI systems that comply with evolving regional regulations, such as Singapore's CSA Guidelines?2.       What governance lessons from past tech integrations (e.g., cloud and IoT) can be applied to mitigate risks associated with AI systems? 3.       What strategies can effectively combat AI-automated attack chains, like multi-modal phishing campaigns, without hindering innovation in defensive AI tools? 4.       How should cybersecurity teams balance the efficiency gains from AI-driven tools against potential risks like shadow AI deployments and data poisoning? 5.       How can CISOs bridge the trust gap around the use of AI between leadership and employees? 6.       Advise for CISOs to build trust.

The Role of Generative AI, Analytical AI, and Agentic AI in Enhancing Customer Loyalty and Experience  Shep interviews Isabelle Zdatny, Head of Thought Leadership with Qualtrics XM Institute. She talks about how AI can help measure customer loyalty, improve employee productivity, and enhance customer service processes.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is Agentic AI?  What is the difference between generative AI, analytical AI, and agentic AI?  What impact does AI have on analyzing and predicting customer behavior?  How do companies balance AI with the need for human empathy in customer service?  Why is it crucial for companies to start implementing AI to improve customer experience?  Top Takeaways:    As technology advances, the quality of customer experiences is gradually improving. However, customers are becoming less tolerant of poor experiences. Businesses must realize that one bad interaction can significantly impact customer loyalty.     In Shep's recent customer service and experience survey, we found that the average customer is willing to give you two chances before they switch to a competitor. Loyal customers will give three chances. Maintaining consistent positive experiences is critical to retaining customers.      Traditional approaches to getting customer feedback are less effective in measuring loyalty. Consumers are leaving less feedback because they don't trust that their voice is acknowledged. They often see little value in answering surveys and may prefer to quietly switch to a competitor.    Unlike traditional AI, agentic AI can process data and understand the customer. As a result, it can take action without constant human assistance. Unlike analytical or generative AI, which are great at specific, focused tasks but still rely on people to prompt chatbots or act on predictions, agentic AI can manage entire end-to-end customer journeys and adapt to changes as they happen.    Customers should know when interacting with a bot rather than a human. Companies employing AI in customer interactions must be transparent about their use to maintain trust and ensure that experiences align with customers' expectations ethically.    Human interaction is still needed in customer service. AI can handle routine tasks, allowing human agents to deal with complex issues requiring empathy.    According to recent Qualtrics research, there is a $860 billion ($420 billion for B2B and $440 billion for B2C) opportunity for organizations using AI to improve customer experiences systematically. This value is generated through increased employee productivity, process improvement, and revenue growth.    Plus Shep and Isabelle discuss more insights from Qualtric's free report, Unlock the Potential of AI-Enabled CX. Tune in!  Quote:   "Customers are less tolerant of friction these days. So even if you deliver consistently good experiences, just one bad interaction can send your relationship down a bad path more quickly than it used to."      About:    Isabelle Zdatny is Head of Thought Leadership at Qualtrics XM Institute. She creates leading content on experience management trends and best practices, delivers training, and advises organizations on CX and EX strategy.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Join us for a compelling conversation with Bruce Temkin, a true pioneer in the world of customer experience (CX) and the co-founder of the Customer Experience Professionals Association (CXPA), the founder of the XM Institute at Qualtrics, and now, head of Humanity at Scale. In this episode, Bruce shares his journey from shaping the foundations of CX to launching a bold new initiative focused on helping leaders drive sustainable success by putting people first. We dive into Bruce's unique approach to making “squishy” concepts like customer experience concrete and actionable, including the creation of the Temkin Experience Ratings and the importance of accessible, meaningful data. Bruce offers candid insights on the evolution of CX metrics, the limitations of traditional surveys and NPS, and why emotion is the most powerful driver of loyalty. Discover how Humanity at Scale expands the conversation beyond CX, challenging leaders to rethink the false tradeoff between business success and human-centric leadership. Whether you're a CX professional, business leader, or simply passionate about making organizations more people-focused, this episode is packed with practical wisdom and inspiration from one of the industry's true thought leaders. Meet Bruce Bruce Temkin is an Experience Management (XM) visionary and is often referred to as the “Godfather of Customer Experience.” He leads Humanity at Scale and hosts the Humanity at Scale podcast.  He most recently founded the Qualtrics XM Institute, which provides thought leadership and training to help organizations around the world and is also building a global community of XM professionals who are radically changing the human experience.  Prior to Qualtrics, Bruce led Temkin Group, which provided research, advisory, and training that helped many of the world's leading brands build customer loyalty by engaging the hearts and minds of their customers, employees, and partners. He is also the co-founder and Chairman Emeritus of the Customer Experience Professionals Association. Prior to Temkin Group, Bruce spent 12 years with Forrester Research during which time he led the company's B2B, financial services, eBusiness, and customer experience practices and was the most-read analyst for 13 consecutive quarters. Bruce has a mechanical engineering degree from Union College and a master's in management from the MIT Sloan School of Management.

In this episode, host Karen Lynch welcomes Ali Henriques, Global Director at Qualtrics Edge, for a deep dive into the transformation of research services at Qualtrics and how AI is shaping the future of insights. Ali shares her journey from cruise industry research to leading a $120M insights division, revealing how Qualtrics Edge is democratizing access to data through Instant Insights and synthetic audiences.The conversation explores how synthetic data enhances agility, why continuous model hydration is critical, and how companies like Booking.com are already testing these capabilities. With humor, passion, and deep expertise, Ali offers a clear-eyed look at the future of market research and how teams can start exploring AI-driven solutions—today.Key Discussion Points:What Qualtrics Edge is and how it reimagines traditional research servicesInstant Insights: Merging syndicated data with real-time behavioral signalsSynthetic audiences: Training proprietary LLMs to scale insight generationBooking.com's pilot study and lessons learned from synthetic data comparisonsThe future of research: fast-twitch insights, agentic AI, and democratized decision-makingResources & Links:Qualtrics Edge OverviewBooking.comQualtrics X4 Experience SummitGreenbook IIEX EventsYou can reach out to Ali Henriques on LinkedIn.Many thanks to Ali Henriques for being our guest. Thanks also to our production team and our editor at Big Bad Audio.

In dieser Episode des CXEinfachMachen-Podcasts sprechen Lukas Kauderer und Sebastian Syperek mit Patrik Widenmeyer, Teamlead Customer Experience bei TeamViewer. Patrik teilt wertvolle Einblicke, wie er das Thema Customer Experience (CX) bei TeamViewer aufgebaut hat – von den ersten Gehversuchen mit Kundenfeedback bis hin zur Implementierung professioneller Tools wie Qualtrics. Im Gespräch geht es um die Bedeutung von Kundenfeedback, die Herausforderungen beim Aufbau eines globalen CX-Programms und wie CX-Teams aktiv in den Entscheidungsprozess von Produkt- und Serviceverbesserungen eingebunden werden. Patrick erklärt außerdem, wie TeamViewer das Vertrauen seiner Kunden auf Plattformen wie Trustpilot zurückgewinnen konnte und welche praktischen Tipps er für den Erfolg in Customer Experience hat. Hör rein und erfahre, wie du Customer Experience in deinem Unternehmen weiter optimieren kannst! Patrik, Sebastian und Lukas

According to a new Qualtrics + McKinsey report, organizations that effectively use AI to enhance CX could unlock between $860 billion and $1.3 trillion in annual value. On the latest episode of The Modern Customer Podcast, I speak with Isabelle Zdatny, Head of Thought Leadership at Qualtrics, live from the X4 conference. We dive into what this research means for CX leaders navigating AI transformation. Key insights from the report: 77% of executives say CX is a top strategic priority 72% believe AI will fundamentally reshape CX within three years Yet only 12% have a coordinated AI strategy Only 15% of executives feel ready to lead AI transformation in their industry This conversation is a must-listen for CX leaders looking to move beyond pilots, connect AI to business outcomes, and build creative strategies that scale. Listen to the episode and download the full report for a clear roadmap to unlocking CX value through AI: https://www.qualtrics.com/news/qualtrics-report-executives-are-hesitant-to-lead-in-ai-transformation-putting-up-to-1-3-trillion-at-risk/ Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. 

Andrew Braccia, partner at Accel for nearly two decades, sits down with Erik Torenberg to discuss the firm's evolution from Silicon Valley early-stage investor to global, multi-stage powerhouse. Braccia explains Accel's two major strategic shifts: global expansion with local teams in Europe, India, and beyond; and the launch of their growth fund in 2008 targeting bootstrapped companies like Atlassian, Qualtrics, and Squarespace. Braccia reflects on lessons from his journey from Yahoo to venture capital, emphasizing the importance of "wiping your mind clear" of past experiences that might cloud judgment of new opportunities. The conversation provides rare insight into how Accel maintains operational excellence at global scale while preserving their early-stage venture DNA in an increasingly competitive landscape. — 

Today's podcast is with Vivek Pandya, Director, Adobe Digital Insights at Adobe. I recently caught up with Vivek at Adobe Summit in Las Vegas to talk about some new research that Adobe just published called AI to Cart, which highlights the impact that Generative AI-powered chat interfaces are having on consumers, how that is changing their search and shopping behaviours, what brands should be doing in response and his highlights from the event. This interview follows on from my recent interview – The art and the science of listening – Interview with Zig Serafin, Brad Anderson and Isabelle Zdatny of Qualtrics – and is number 536 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.

It's time for another CX Pulse Check to discuss current events and innovations in CX. In this illuminating conversation with Enrique Rubio, Founder at Hacking HR and Head of Global Community at Transform, and our host Jeannie Walters, we uncover how innovative organizations are finally bridging this gap through strategic use of data and technology.Fresh from their encounters at Qualtrics' X4 conference, Enrique and Jeannie explore how our experiences as consumers now directly shape our expectations as employees. They examine Apple's $500 billion US investment through this lens, discussing not just the business implications but what it means for talent development and organizational design. The conversation turns to Ford's data-driven approach to employee experience, revealing how established companies with strong legacies can use analytics to understand workforce needs around career development and digital readiness. Perhaps most provocatively, they challenge prevailing wisdom about remote work.Discover how connecting the dots between customer and employee experience can create competitive advantage where expectations are constantly evolving.About Enrique Rubio:Enrique is an HR, Tech and Future of Work expert, keynote speaker and founder of global communities. Enrique is currently an advisor to the community he built, Hacking HR, a global learning community operating at the intersection of future of work, technology, business and organizations, with thousands of members of all over the world; and the Head of Global Community at Transform, building a global community of local chapters covering every major city and region in the world. Enrique is one of the top 100 HR global influencers. He was the founder and CEO at Management Consultants, a firmed specialized in Human Resources in Venezuela. Before Management Consultants, Enrique worked in the telecommunications sector as a Senior Project Engineer for Telefonica and several other companies in the early to mid-2000s. Enrique is a guest author in several blogs about innovation, management and human resources. Most recently Enrique worked as an advisor to the Chief Human Resources Officer at the Inter-American Development Bank. Enrique frequently speaks about topics ranging from DEIB, future of work, HR strategy, employee experience, technology, among others. Additionally, Enrique designs hundreds of learning programs for the HR community in the form of events and short-term programs. Enrique is a Fulbright Scholar, and Electronic Engineer with an Executive Master's in Public Administration from Maxwell School at Syracuse University.Follow Enrique on...LinkedIn: https://www.linkedin.com/in/rubioenrique/ Articles Mentioned:Apple's $500 billion U.S. investment: What HR leaders need to know (HR Executive)Ford's data-driven approach to Employee Experience (Diginomica)Resources Mentioned:Experience Investigators -- https://experienceinvestigators.comWant 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/)

We are recording live at Qualtrics X4 in Salt Lake City and seeing and hearing all about how to create and enable amazing customer experiences. Today we're going to talk about enabling and accelerating customer experience success by augmenting your teams and processes with AI. To help me discuss this topic, I'd like to welcome Isabelle Zdatny, Head of Thought Leadership for XM Institute at Qualtrics. RESOURCES Qualtrics: https://www.qualtrics.com Qualtrics Report: https://www.qualtrics.com/news/qualtrics-report-executives-are-hesitant-to-lead-in-ai-transformation-putting-up-to-1-3-trillion-at-risk/ 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 recording live at Qualtrics X4 in Salt Lake City and seeing and hearing all about how to create and enable amazing customer experiences. Today we're going to talk about enabling and accelerating customer experience success by augmenting your teams and processes with AI. To help me discuss this topic, I'd like to welcome Isabelle Zdatny, Head of Thought Leadership for XM Institute at Qualtrics. RESOURCES Qualtrics: https://www.qualtrics.com Qualtrics Report: https://www.qualtrics.com/news/qualtrics-report-executives-are-hesitant-to-lead-in-ai-transformation-putting-up-to-1-3-trillion-at-risk/ 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

AWS partners Braze, Qualtrics, and Tealium share strategies for marketplace success, vertical industry expansion, and generative AI integration that have driven significant business growth. Topics Include:Jason Warren introduces AWS Business Application Partnerships panel.Three key topics: Marketplace Strategy, Vertical Expansion, Gen-AI Integration.Alex Rees of Braze, Matthew Gray of Tealium, and Jason Mann of Qualtrics join discussion.Braze experienced triple-digit percentage growth through AWS Marketplace.Braze dedicating resources specifically to Marketplace procurement.Tealium accelerated deal velocity by listing on Marketplace.Tealium saw broader use case expansion with AWS co-selling.Qualtrics views Marketplace listing as earning a "diploma."Understanding AWS incentives and metrics is crucial.Knowing AWS "love language" helps partnership success.Braze saw transaction volume increase between Q1 and Q4.Aligning with industry verticals unlocked faster growth.Tealium sees bigger deals and faster close times.Tealium moved from transactional to strategic marketplace approach.Private offers work well for complex enterprise agreements.Qualtrics measures AWS partnership through "influence, intel, introductions."AWS relationships help navigate IT and procurement challenges.Propensity-to-buy data guides AWS engagement strategy.Marketplace strategy evolving with new capabilities and international expansion.Brazilian marketplace distribution reduces currency and tax challenges.Partnership evolution: sell first, then market, then co-innovate.Braze penetrated airline market through AWS Travel & Hospitality.RFP introductions show tangible partnership benefits.Tealium partnering with Virgin Australia and United Airlines.MUFG bank case study shows joint AWS-Tealium success.Qualtrics won awards despite not completing formal competencies.Focus on fewer verticals yields better results.Gen AI brings both opportunities and regulatory concerns.First-party data rights critical for AI implementation.AWS Bedrock integration provides security and prescriptive solutions.Participants:Alex Rees – Director Tech Partnerships, BrazeJason Mann – Global AWS Alliance Lead, QualtricsMatthew Gray - SVP, Partnerships & Alliances, TealiumJason Warren - Head of Business Applications ISV Partnerships (Americas), AWSSee how Amazon Web Services gives you the freedom to migrate, innovate, and scale your software company at https://aws.amazon/isv/

What happens when you bring together experience leaders from healthcare and elite sports education? You discover powerful insights that transcend industries and reveal universal truths about creating exceptional experiences.Meet Heather Brace, Chief People Officer at Intermountain Healthcare with its 68,000 employees across six states, and Mike Milliron, Chief Operating Officer at IMG Academy, the world-renowned training ground for elite athletes. Both leaders share a remarkable commitment to turning feedback into action. Our host, Jeannie Walters, had the privilege of interviewing them at the X4 conference hosted by Qualtrics in Salt Lake City in March of 2025. Their organizations have rejected traditional annual surveys in favor of frequent, targeted listening programs that capture real-time sentiment. As Heather explains, "What does an employee remember? Probably what happened in the last 30 days." Both have created what they call "closed-loop" feedback systems where they not only collect insights but transparently communicate the actions they'll take as a result.The most compelling revelation? Their data shows that employee engagement hinges on surprisingly simple human elements. At Intermountain Healthcare, they discovered that employees who stay past the four-year mark typically remain for ten years or more. This insight drove them to map the complete employee journey, identifying critical moments where intervention could improve retention.Meanwhile, IMG Academy has developed highly personalized approaches that align students, parents and staff around individualized development plans. As Mike powerfully states, "We've found you can do more damage than good if you ask for insights and then just sit on it."Ready to transform your organization's approach to experience? Listen now and discover how these leaders have built cultures where feedback drives meaningful change, accountability matters, and experiences are designed around authentic human needs.Follow Heather Brace on LinkedIn: https://www.linkedin.com/in/heather-brace/Follow Mike Milliron on LinkedIn: https://www.linkedin.com/in/mike-milliron-6a234713/Resources Mentioned:Qualtrics -- https://www.qualtrics.com/Experience Investigators -- https://experienceinvestigators.comWant 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/)

Today's podcast is a three-parter and features interviews with Zig Serafin, Brad Anderson and Isabelle Zdatny that I conducted at Qualtrics' recent X4 2025: The Experience Management Summit, which took place in Salt Lake City on March 18th-20th. Zig Serafin is the Chief Executive Officer of Qualtrics, Brad Anderson is the President of Products, UX and Engineering at Qualtrics, and Isabelle Zdatny is the Head of Thought Leadership at Qualtrics XM Institute. We talk about all of the latest developments at Qualtrics, including some of the big product announcements, many of the big challenges currently facing brands and a new piece of research that Qualtrics recently produced in collaboration with McKinsey on The AI-Powered Customer Experience Opportunity. This interview follows on from my recent interview – Testing and experimentation is everyone's problem – Interview with Shafqat Islam of Optimizely – and is number 535 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. NOTE: Today's episode is sponsored by Qualtrics, who recently held their X4 2025: The Experience Management Summit in Salt Lake City on March 18th-20th. I was there, and it was a great event that explored how leading organizations are leveraging Experience Management (XM) to enhance customer and employee satisfaction, reduce operating costs, and achieve remarkable breakthroughs. We heard from industry leaders and companies, including Autodesk, Ford, USAA and Hilton. Find out more and catch up on the latest news coming out of the event at the Qualtrics website.

We are recording live at Qualtrics X4 in Salt Lake City and seeing and hearing all about how to create and enable amazing customer experiences. It's important to collect customer experience data, but if it's not driving change across your organization, is it really helping your business? Today we're going to talk about making meaningful cross-functional change, using CX research and data as a guide. I'm joined by Adam Hagerman, Director of UX Research for Employer Products at Indeed. Adam has led transformative efforts at Indeed to turn customer experience research into cross-functional strategic change, driving real improvements in both user satisfaction and product success. Resources Indeed: https://www.indeed.com Qualtrics: https://www.qualtrics.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

We are recording live at Qualtrics X4 in Salt Lake City and seeing and hearing all about how to create and enable amazing customer experiences. It's important to collect customer experience data, but if it's not driving change across your organization, is it really helping your business? Today we're going to talk about making meaningful cross-functional change, using CX research and data as a guide. I'm joined by Adam Hagerman, Director of UX Research for Employer Products at Indeed. Adam has led transformative efforts at Indeed to turn customer experience research into cross-functional strategic change, driving real improvements in both user satisfaction and product success. Resources Indeed: https://www.indeed.com Qualtrics: https://www.qualtrics.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

We are recording live at Qualtrics X4 in Salt Lake City and seeing and hearing all about how to create and enable amazing customer experiences. How long would you like to wait to get customer insights? Weeks or minutes? Today we're going to talk about how increasing the speed to insights can be a game changer for brands, and how synthetic feedback allows rapid testing and on-demand marketing intelligence.. To help me discuss this topic, I'd like to welcome Ali Henriques, Global Director of Edge at Qualtrics. RESOURCES Qualtrics: https://www.qualtrics.com Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Listen to The Agile Brand without the ads. Learn more here: https://bit.ly/3ymf7hd 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 recording live at Qualtrics X4 in Salt Lake City and seeing and hearing all about how to create and enable amazing customer experiences. How long would you like to wait to get customer insights? Weeks or minutes? Today we're going to talk about how increasing the speed to insights can be a game changer for brands, and how synthetic feedback allows rapid testing and on-demand marketing intelligence.. To help me discuss this topic, I'd like to welcome Ali Henriques, Global Director of Edge at Qualtrics. RESOURCES Qualtrics: https://www.qualtrics.com Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Listen to The Agile Brand without the ads. Learn more here: https://bit.ly/3ymf7hd 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

Today's podcast is with Shafqat Islam, President at Optimizely, who joins me to talk about a new research report they have just published called Tested to Perfection, experimentation, personalization, privacy and all things in between, including the key things that marketers should be doing more of to better engage their customers. This interview follows on from my recent interview – There are five types of loyalty but only two are growing – Interview with Sara Richter of SAP Emarsys - and is number 534 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. NOTE: Today's episode is sponsored by Qualtrics, ahead of X4 2025: The Experience Management Summit, which is taking place in Salt Lake City on March 18th-20th. It's set to be an unforgettable event designed to empower you and your organization in leveraging Experience Management (XM) to enhance customer and employee satisfaction, reduce operating costs, and achieve remarkable breakthroughs. There, you will hear about some of the best customer experience programmes from industry leaders and companies, including Autodesk, Ford, USAA and Hilton. Find out more and register now at the Qualtrics website.

The biggest barriers to change aren't usually about technology, they're human. And if there are major problems with trust involved with the implementation at workplaces, that comes at a cost. Michelle Martin finds out more, in conversation with Dr. Cecelia Herbert, Workplace Behavioural Scientist, Qualtrics.See omnystudio.com/listener for privacy information.

Qualtrics XM Institute in a study of over 28,000 people across 26 countries concluded that $3.7 Trillion in Global Sales were lost last year due to bad customer experiences. Qualtrics estimates that $74 billion was lost in Australia due to poor customer service. According to Moira Dorsey, Principal XM Catalyst at the Qualtrics XM Institute, "All it takes is one bad experience or wrong move for an organisation to be punished...that's why in 2024 companies need to be more careful than ever not to mistreat customers." Graham Harvey is a straight talker who has a passion to stop this. This is what he says about himself in his LinkedIn profile. 'I work with service leaders and their teams, coaching & empowering them to design & develop cultures of service excellence that deliver standout results across their entire business organisation, especially for their customers.  If you want someone to make you feel warm and fuzzy, to insulate you from the harsh realities of modern business, and let you pretend that ‘business-as-usual' will get you safely to where it is you wish to go, then there are others you should probably call. However, suppose you want someone with the courage and experience to ask the tough questions, to help you identify and confront reality head-on, to provoke and challenge your current thinking, attitude and behaviours, and to leave you with time-proven, research-based strategies to achieve higher levels of performance that will deliver exceptional results and blow your competition out of the water. In that case, you have come to the right place.' IN THIS PODCAST, GRAHAM AND I DISCUSS His background in business and how he found his passion in coaching customer-facing businesses. How to optimise the human connection in business to grow sales, grow staff and customer engagement and grow customer retention, repeat business and referrals His values and why he uses values as critical business tools in his coaching How and why design and deliver standout customer experiences to delight customers - every time The secret to blowing your competition out of the water How and why culture is the foundation stone to outstanding customer experiences The key milestones and decisions he has made throughout his life and career that have shaped his thinking and his coaching in today's market What to ask your customer to transform your business results The Power of the 7 clients a day Program How he loves the power and impact of his Design - Deliver - Delight Program .. and much more Contact Graham - graham@grahamharvey.com 0403 262 988   Want me to Coach You Lead Your Best Business - Lead Your Best Life? Book an Obligation Free Lead Your Best Life Strategy SessionSchedule a free Lead Your Best Business - Lead Your Best Life Coaching call here now: 15-Minute Strategy Meeting Limited spaces available. Want access to powerful online Coaching Resources? B2B Package - for B2B Sales Results Transformation https://book.colourzonesellingsystem.com/b2b_sales Retail Package - for Retail Sales Results Transformation https://book.colourzonesellingsystem.com/retail_offer1

In this episode of Leadership Next, recorded live at Deloitte University's Next Generation CEO Conference, hosts Diane Brady and Kristin Stoller sit down with Qualtrics CEO Zig Serafin for a deep dive into the future of experience management, the transformative power of AI, and the importance of defining your “why” as a leader. Serafin reflects on his 18-year tenure at Microsoft, his leadership journey at Qualtrics, and how the company navigated SAP's $8.5 billion acquisition, went public, and later returned to private ownership. He also explores the rise of agentic AI, customer experience lessons from Delta Airlines, and what today's leaders can learn from the early skeptics of the iPhone.

Today's podcast is with Sara Richter, CMO at SAP Emarsys, a leading omnichannel customer engagement platform provider. Sara joins me today to talk about customer loyalty, the findings emerging from the 2024 edition of their Customer Loyalty Index (CLI) report, the five different types of loyalty that marketers and CX professionals should be thinking about, and what brands should be doing to engender (true) loyalty with their customers. This interview follows on from my recent interview – Harnessing the contact center's potential as a real-time data gold mine – Interview with Suvi Lindfors of Netigate – and is number 533 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. NOTE: Today's episode is sponsored by Qualtrics, ahead of X4 2025: The Experience Management Summit, which is taking place in Salt Lake City on March 18th-20th. It's set to be an unforgettable event designed to empower you and your organization in leveraging Experience Management (XM) to enhance customer and employee satisfaction, reduce operating costs, and achieve remarkable breakthroughs. There, you will hear about some of the best customer experience programmes from industry leaders and companies, including Autodesk, Ford, USAA and Hilton. Find out more and register now at the Qualtrics website.

Mauricio Schorsch es un líder en gestión empresarial, recursos humanos y educación corporativa. Inició su carrera en G&P en el área de IT, para luego desempeñarse durante 11 años en SENAC, donde fue responsable de la capacitación del equipo de IT, colaborando con grandes clientes como SAP, Microsoft y Adobe. Más adelante, se unió a SAP como Education Business Development para Latinoamérica, liderando iniciativas enfocadas en educación y transformación digital.Su crecimiento profesional lo llevó a TOTVS, una de las compañías más relevantes en software de gestión empresarial en Brasil, donde consolidó su experiencia en ventas y liderazgo organizacional. En 2019, asumió el rol de Director de Ventas en K2 University, para luego pasar a Qualtrics, donde dirigió la estrategia de ventas corporativas.Actualmente, es Director de Talent Amplifier LATAM en Salesforce, donde combina su pasión por la educación y el desarrollo del talento, conectando a personas con oportunidades alineadas a sus habilidades y aspiraciones, en sintonía con las necesidades del mercado.Comprometido con compartir su conocimiento, Mauricio ha participado activamente en comunidades como PipeLovers y LideFuturo, reafirmando su capacidad para liderar equipos de alto desempeño y transformar organizaciones a través de la innovación y la gestión del talento.

Ryan Debenham is the President of GRIN—the world's first and leading Creator Management platform. He built his career starting as a software engineer, eventually leading AI and Data Analytics at Qualtrics, contributing to its $8 billion acquisition by SAP. Ryan then served as CTO for Route, helping drive revenue to $100M in just four years. He joined GRIN as the CTO overseeing product and engineering, later being promoted to President and leading all daily operations. Based in Salt Lake City, Ryan is a former amateur professional snowboarder, avid outdoor enthusiast, and father of four. He finds balance in the mountains, enjoys trail running, mountain biking, skiing, and snowboarding. He has a passion for personal growth and mindfulness and enjoys deep conversations about life and the universe. As a committed father and seasoned leader, he loves connecting on leadership strategy, management, product innovation, and how to find harmony between life and work. Scarlette Tidy is an influencer marketing expert who helped launch Fenty Beauty by Rihanna, one of the most successful beauty brand debuts of all time. She went on to lead influencer strategy for LVMH's Kendo Brands, including Olehenriksen, where she helped doubled the business through viral, award-winning campaigns. In 2020, Scarlette founded Sure Thing Consulting, a boutique social and influencer marketing agency that has launched & worked with brands such as Fenty Hair, Zillow, Hotel Lobby Candle, and multiple beauty brands through strategic influencer partnerships, viral content, and brand storytelling. She is also a lecturer at USC and USF, sharing her expertise on influencer marketing, social strategy, and brand-building in today's digital landscape.  Learn more about your ad choices. Visit megaphone.fm/adchoices

Using Artificial Intelligence to Analyze and Activate a Better CX  Shep Hyken interviews Sid Banerjee, Chief Strategy Officer at Medallia, an experience management platform organizations use to provide excellent customer and employee experience. He talks about how modern businesses can capture, analyze, and act on customer feedback using AI-powered tools that turn customer insights into meaningful improvements.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies utilize new technologies like generative AI to improve customer satisfaction?  How can companies use digital and conversational signals to understand customer feedback better?  What role does AI play in analyzing customer data and providing actionable insights?  How can companies effectively activate their customer data to make informed business improvements?  How does AI's cost-effectiveness influence its use in customer experience?  Top Takeaways:    Customer experience data is essential for companies to improve their products and services. By collecting feedback from various sources like surveys, chat, online reviews, social media, and customer interactions, companies can identify what makes customers happy and what they can improve.    While surveys are still important, the advent of social media and other digital platforms provides customers with new ways to provide feedback. Meeting the customers on their chosen platforms helps them gather more data and better understand what customers experience and expect.    AI can analyze data in massive amounts and detect patterns, trends, and opportunities for improvement that might be missed by humans. Using AI is not just about having the latest technology, it is about empowering employees to provide better, quicker, and more personalized service.    Data should be easily accessible, not stuck in department silos. A CX platform brings it all together, organizing and turning it into actionable insights.    Many companies get stuck collecting and analyzing data without taking action and implementing improvements that benefit customers. Activation is critical because it turns data and information into meaningful actions that improve customer experience.     Technology will not replace human interactions, but it will enhance them. Tools like AI will provide frontline employees with real-time access to information and insights that will empower them to help customers more efficiently.    Plus, Shep and Sid discuss what companies and customers can look forward to in the future when transforming CX and businesses with AI. Tune in!   Quote:   "Technology that previously cost hundreds of thousands is now accessible at a fraction of the cost. When you layer new innovative technology, like AI and automation, into the data that customers have given you, you can turbocharge your ability to transform customer experiences."      About:    Sid Banerjee is the Chief Strategy Officer at Medallia. Before his career at Medallia, he was the founder of Clarabridge and served as the Chief XM Strategy Officer at Qualtrics.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Ritu Bhargava is xPresident and Chief Product Officer of SAP Customer Experience (CX/CRM) & Consumer Industries. Prior to that she was SVP of Software Engineering at Salesforce for Sales Cloud (CRM) and held various engineering leadership roles at Oracle. Ritu is a sought-after advisor, investor and has also served as a Board Member at Qualtrics.   In this conversation, Ritu is disarmingly honest and candid as she narrates stories about her experiences rising up in the organization, balancing getting visibility and being a team player, and learning from people six levels down in the org chart.Key takeaways:1. COMMUNICATING WITH STAKEHOLDERS- A boss is also a human with a job, not just a title. - Surface real issues and what they need to move forward.- Ask “What would help you?”2. SAYING NO TO MANAGEMENT- Earn the right to say No- Avoid the temptation to please- Cover No's in Yes's3. BEING A TEAM PLAYER- Play the long game instead of little wins- Be selfless, its not about you- Can you give up the limelight when you could have claimed victory?4. RISING UP IN THE ORGANIZATION- Raise your hand and put yourself out there- If you want to grow, make yourself redundant- Earn the trust of peers who may report to you- Hire people smarter than yourself without feeling threatened- Build “OrgIQ”5. DEALING WITH STRESS- Apply five Why's - Have a growth mindsetConnect with Ritu Bhargava:https://www.linkedin.com/in/ritubhargava/Connect with Rahul Abhyankar, host of Product Leader's Journey:https://www.linkedin.com/in/rahulabhyankar/For previous episodes:https://www.productleadersjourney.comhttps://youtube.com/@ProductLeadersJourney 

Today's podcast is with Suvi Lindfors, Strategic Business Development, Netigate. Suvi joins me today to talk about why she thinks the contact center is becoming one of the most valuable sources of insight in any organisation, how many brands are actually leveraging these insights, what needs to happen to facilitate this journey in terms of strategy, people, process and technology, what sort of impact will this have on customer centricity and how we are likely to see the contact center emerge as a data and analytics service provider within organisations. This interview follows on from my recent interview – Life Lessons I Learned From Being A Line Cook – Interview with Ari Weinzweig – and is number 532 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. NOTE: Today's episode is sponsored by Qualtrics, ahead of X4 2025: The Experience Management Summit, which is taking place in Salt Lake City on March 18th-20th. It's set to be an unforgettable event designed to empower you and your organization in leveraging Experience Management (XM) to enhance customer and employee satisfaction, reduce operating costs, and achieve remarkable breakthroughs. There, you will hear about some of the best customer experience programmes from industry leaders and companies, including Autodesk, Ford, USAA and Hilton. Find out more and register now at the Qualtrics website.

Key Takeaways:Learn-it-all beats know-it-all – Brad Anderson highlights how adopting a learn-it-all mindset, inspired by Satya Nadella, drives cultural and organizational transformation.AI adoption starts with action – Every individual in a company must engage with AI daily to foster understanding and integration.Innovation requires safe spaces – Creating environments for AI experimentation, such as hackathons and playgrounds, is essential for encouraging adoption and upskilling teams.You get what you measure – Brad emphasizes the importance of tracking AI engagement metrics to identify areas for improvement and sustain momentum.AI will redefine organizations – From generative AI to synthetic data, Brad explores how AI fundamentally transforms how businesses operate and serve their customers.Qualtrics' website: Qualtrics XM: The Leading Experience Management SoftwareClaude.ai: ClaudeNotebookLM: Google NotebookLM | Note Taking & Research Assistant Powered by AIChatGPT: ChatGPT00:00 Introduction to Qualtrics and Brad Anderson00:21 From Surveys to AI: The Evolution of Qualtrics01:41 Lessons from Satya Nadella03:48 Building a Customer-Centric Culture06:51 Adopting AI in Business13:29 Upskilling for AI Integration22:15 Organizing for Innovation27:13 AI Summits and Hackathons at Qualtrics36:42 ChatGPT Obsession37:19 Notebook LM and Team Alignment38:57 Innovation and Unexpected Wins40:42 Using AI in Negotiations44:18 The Future of AI and Large Language Models45:25 Driving AI Adoption48:47 The Rapid Growth ofAI56:42 AI-Powered Surveys at Qualtrics01:01:13 Generative AI and Feedback Mechanisms01:05:54 Wrap-Up and Key Takeaways For more prompts, tips, and AI tools. Check out our website: https://www.beyondtheprompt.ai/ or follow Jeremy or Henrik on Linkedin:Henrik: https://www.linkedin.com/in/werdelinJeremy: https://www.linkedin.com/in/jeremyutley Show edited by Emma Cecilie Jensen.

   Bad customer experiences are costing businesses more than ever, according to new research by experience management company Qualtrics.  Its work projects global losses of $3.7 trillion annually–a staggering 19 percent increase from last year's $3.1 trillion projection.  You don't need to see the macro picture when daily you suffer the frustrating indignities of calls … Read More Read More

  Dr. Janet Patterson: Welcome to this Aphasia Access Aphasia Conversations Podcast, a series of conversations about the LPAA model and aphasia programs that follow this model. My name is Janet Patterson, and I am a research speech-language pathologist at the VA Northern California Healthcare System in Martinez, California. Today, I am delighted to be speaking with Dr. Elizabeth Madden, an Assistant Professor at Florida State University in the School of Communication Sciences and Disorders and an affiliate of the Institute for Successful Longevity. Liz also leads the FSU Aphasia Research Laboratory. Liz's research, teaching and clinical interests focus on rehabilitation of aphasia, and specifically on understanding the relationship between spoken and written language abilities in individuals with aphasia and developing behavioral treatments to address reading and writing disorders post stroke. Her work also addresses the impact of aphasia on the friendships and social well-being of people with aphasia and their care partners. These Show Notes accompany the conversation with Liz but are not a verbatim transcript.   In today's episode you will hear about: the power of friendship and what people with aphasia and care partners think about how aphasia can affect the ability to create and sustain friendships, the definition of literacy and its behavioral components, and behavioral treatments for reading comprehension deficit in aphasia.   In 2024, Liz was named a Distinguished Scholar USA by the Tavistock Trust for Aphasia UK. The Tavistock Trust aims to help improve the quality of life for those with aphasia, their families and care partners by addressing research capacity related to quality-of-life issues in aphasia. Congratulations on receiving this honor, Liz. Aphasia Access collaborates with the Tavistock Trust for Aphasia in selecting the awardees and is pleased to have the opportunity to discuss their work and the career influence of the Tavistock Award.   Welcome Liz, to Aphasia Access Conversations.   Dr. Liz Madden: Thank you, Janet. I'm really happy to be here today. I also say thank you to Aphasia Access and to the Tavistock Trust for Aphasia. I'm very grateful for this award and excited to have this conversation.   Janet: I'm excited to be talking to you, my friend and research partner in several endeavors that we've been working on over the last few years.   Liz, as we've said, you were named a Tavistock Trust Distinguished Scholar USA for this year, and you join a talented and dedicated group of individuals. How has receiving the Tavistock Award influenced your clinical and research efforts in aphasia,   Liz: I first wanted to extend that thank you to the Tavistock Trust for Aphasia, and specifically Henrietta, the Duchess of Bedford and the honorable Nicole Campbell, and just a very gracious, sincere thank you for all the time and effort and support they give to aphasia researchers. I would say, I'm just delighted and very humbled to be recognized this year. I would say further that this award motivates my work that is focused on trying to really make an impact on the lives and quality of life and successful living for people who have aphasia and continuing my work. My beginning work was really more impairment focused, which some of that we will talk about, and I really value that. But having this award, and the more I stay in the field, it is extending that and making sure that everything I'm doing always is directly related to helping the lives of people with aphasia.   Janet: That leads right into the question I'd like to begin with Liz, which is about your recent work investigating the role of friendship for persons with aphasia. I believe in the power of friendship and community during joyful times and also during the sad times in one's life. In Aphasia. Access podcast episode number 119, Finding the person in front of aphasia, I talked with your friend and colleague, Dr Lauren Bislick, with whom I believe you collaborate to investigate friendship and aphasia. How did you become interested in this aspect of aphasia, and what can you tell us about your work in this area and your collaboration with Lauren?   Liz: Lauren and I did our Ph.D.'s together. We both were mentored by Diane Kendall at the University of Washington, so Lauren and I are Ph.D. sisters. Also, we were both at Project Bridge, led by Dr. Jackie Hinkley in 2018. That's really where my interest in friendship began. That conference brought together researchers, speech-language pathologists, people with aphasia, and their friends and family. I was the researcher at a table, and we ended up being Team Friendship. Lauren was also at this meeting, but she was at Team Yoga; Lauren does a lot of work with friendship, but also with yoga. My other colleague who does a lot of friendship work with me is Dr. Michelle Therrien here at FSU. She primarily works with children who use AAC, but her main research is friendship. She and I had already had some conversations about the importance of friendship, particularly for people who have communication disorders. The idea was we leave the conference and to take action and carry out some of the goals that were generated from that discussion. So that's when I reached back out to Lauren, because she was at that conference. Then I also reached out to my friend, Michelle Therrien, and other individuals who became part of our Team Friendship, Dr. Sarah Wallace, who's also one of our good friends and collaborators, and Rachel Gough Albritton who is one of Jackie Hinkley's former doc students and here at FSU as well. and the office of research. That is the background of some conversations before Project Bridge, but really for me, coming back and actually starting studies addressing different aspects of friendship, which I know we'll talk more about, was really brought about by the Project Bridge conference.   Janet: That is quite a story, and I can see you sitting around the table and developing Team Friendship - good for you.   We all know, Liz, that one of the unfortunate consequences of aphasia can be the loss of or the diminishing of friendships, or the disruption of the communication skills important to developing and sustaining friendship and community. What have you learned from people with aphasia about their successes and challenges in sustaining and creating new friendships.   Liz: Yes, good question. Well, at that conference that I mentioned, there were five or six people with aphasia, and initially our table was labeled something like, What happens in the long run? and we started having conversations. It was very clear after our initial conversation that the group centered on relationships and friendship, so we shifted to being friendship only. I will say, just at that table, it became very clear to me, that's what rose to the top when the group was thinking about the bigger picture of living life.   In a research project we've done there was a small sample of 15 people with aphasia, and we talked to them over time. I think the timing of a conversation is really something important to keep in mind when we're talking to people with aphasia about any topic, of course, but particularly friendship. From other studies we've noticed that responses are really different. If we're talking during the early days, maybe the acute days, versus the chronic days, we'd get really different responses. Just a quick summary, again, this was 15 people and a unique set. Most people in our study were a part of aphasia groups, and, of course, really motivated to do research. But I will say, when we looked at their responses, when asked to think back to the early days, all different aspects of friendship, how supported they felt, or how they were able to communicate, and we compared it to their responses in the now. Overall, the pattern was less satisfaction, feeling less supported or less able to engage in those earlier days, but more of a recovery pattern over time, but again, not for everybody. There were still a few people in our group that were reporting not having many friends. Our paper had a different light, a positive light about friendships. Some of the other papers out there have a more negative tone. It's a very important area we need to address. I was happy to see this group reporting, now that they had been living with aphasia for several years, their pattern of more negative responses early, and a recovering pattern now. They reported making friends with other people who have aphasia, and finding at this point, who are those good friends.   There's other great work being done by other colleagues, Brent Archer, Jamie Azios and Katie Strong, who are studying the same topic. They had a great paper that describes who stuck around, they were examining the next steps of what it takes to support the positive recovery that we know does happen for some people.   Janet: I like the positive perspective you are taking. Given that one has had a stroke, and given that the this is the situation in life, what is the positive? What can you do? Who are your friends? Look at positive ideas rather than publishing research on all the negative aspects. Kudos to you for doing that.   Liz: Thanks, all of it's important, right? We have to know that. I think we had a special group. I think we had a particularly positive outcome, and it was good to know that friendships don't disappear for everyone. But I think there's something that those people had done and that their friends had done, that we're still trying to learn more about.   Janet: Thank you for that work. Liz. It makes me think about the aphasia journey in that it involves not just the person with aphasia, but also their care partners and all the people around them. In your investigations of friendship, what do the care partners of persons with aphasia tell you about their successes and challenges in sustaining and developing friendships? These friendships could be individual friendships or partner friendships or group friendships through social, religious or professional activities or even community groups.   Liz: Thank you for this question. I think it's sometimes a forgotten group that we overlook, the care partners, and the critical role they play in the recovery of people with aphasia. I always try to have us remember we want the care partners to do well on their own as people, and so we've done a couple projects. We've just finished data collection on a much larger study of 80 aphasia care partners, and I'm just getting into those data. We did a Qualtrics survey and also did experience sampling, where we used a phone app, and four times a day for two weeks, participants got these little pings, and they had to tell us, Where are you? What are you doing? Who are you with? How are you feeling? When was the last time you interacted with a friend? Was it a text? I don't have the amazing outcomes for you yet. This project was a much bigger follow-up to a project a few years ago with 35 care partners. We, of course, wanted to interview them but then COVID was happening, so we settled for a really nice Qualtrics survey.   I will say that these individuals were surprised when we were reaching out to them. They kept trying to schedule their loved one with aphasia, and we said, “No, we want to talk to you about your friendships.” And they were surprised, asking, “You want to talk about me.' I will say they were very excited that we wanted to know about them. Back to the timeline I shared earlier in that very small study, the profile was opposite. We asked them about their friendships before they were caregivers, the early stages of caregiving, and then now, and their comments kind of make sense. Across the group they reported in the early stages, they felt like they had really great friends, support and satisfaction. People were rallying around them, coming to the hospital to support them. Many of them had been caregiving for a very long time when we did a comparison, and their reported friendship satisfaction and support was actually lower now. The questions were not the same and the groups were different, but as I told you a few minutes ago, the people with aphasia were more negative in the acute stage, and our small group were more positive now with how they're feeling about their friendships, and the care partners were the opposite. They were feeling more supported in the beginning, and now as time has gone on, some of them report the friends aren't there as much. Some of them felt like they were a burden, or they didn't know how to engage, being very selfless. They have dropped their own social interests to take care of their loved one. We did see in that project, that the longer, the more months a person had been caregiving, was correlated with poor self-perceived friendships and also how they perceived their loved one's health. That was just their perception. If they perceived their loved one to have more health concerns, not just a feature but overall health, they also tended to rate themselves as not as satisfied with their friendship. Bringing in that piece of information and the caregiving burden into our new projects, we did actually get scales on resilience and caregiving burden depression. In this new project we replicated some of our same questions, and we're now trying to look more at overall well-being, seeing how resilience and purpose in life and caregiving burden might play a role.   Janet: That reminds me of the commercials, when you are taking off in an airplane or when you are thinking about being a care partner, you do have to take care of yourself as the care partner before you can give the best care to the person with aphasia. Anything that we can do to focus on the person the with aphasia, and also focus on the care partner, I think, is good in terms of developing and sustaining friendships,   Liz: Yes. Care partners definitely have a lot more to say, and we haven't actually been able to do face to face interviews yet, but we did have a lot of really rich, open ended responses and surveys that we're still looking through. A piece I'm really interested in, is we have that one-time perception when they did our one-time survey, now we have their responses, we can track how people respond over a two-week period, were they always at home with their loved ones and not responding to friends? I think there's just a lot and again, trying to understand from this group what are the positives. Who are the people that have these positive responses? Then, of course, the next big steps are trying to provide more research resources and interventions for both care partners and people with aphasia. Our group has not yet reached out to friends, so that's a big part to come. I think other researchers have examined friends and a key part intervening with these friends too.   Janet: People with aphasia and care partners have different friendship styles and needs, and when aphasia disrupts communication, it can also affect the way a person approaches friendship. As speech-language pathologists, I believe that we can play a role in guiding a person with aphasia and a care partner to develop communication skills that can support friendship efforts. Liz, what are some ideas or actions that you might think of for speech-language pathologists in a busy clinical practice? What kind of actions can they take to support friendship activities, for a person with aphasia, recognizing, of course, that we are all different in our friendship activities. Also recognizing that you're at the very beginning of some of this work, I'm hoping that you have some ideas you might be able to share with us.   Liz: Yes, actually our very first friendship project addressed this topic. It was led by Michelle Therrien, and we surveyed about 40 speech-language pathologists trying to find out their view of the role that they think they should play. They find friendship to be very important. They find it to be in their scope of practice. But not surprising, were not aware of resources. They felt overwhelmed with how much speech-language pathologists have to cover, right? But it was really good to know that the group we reached out to found it to be a very important part of their practice that they want to address. I think you hit on something really important, that we teach and adopt having a person-centered care model, and we know that it's part of what we ask about. The simplest thing is asking. We don't need tools. We just need to make sure it's part of what we ask, making sure we're talking about relationships, talking about friendships.   There are some really great tools that do exist. There's the Stroke Social Network Scale by Sarah Northcott and Katerina Hillary from the UK. Katie Strong, Brent Archer, Jamie Azios and Natalie Douglas are a wonderful group who have been studying friendship. They've used the Social Convoy Model in some of their papers. It has a great visual that they have used, and therapists can also use. Basically, it is mapping out the social network of who's most important, which could be used one time, or as a pre-post measure. There are different ways, formal or informal, of trying to monitor someone's social network or how they feel supported. I don't think there's a target number of friendships and I don't think more means better, but it could be just making sure we're checking in and that we know that's an important part of therapy. We want them to be able to communicate and interact with friends. Speech-language pathologists are creative in to how to make that happen.   Janet: I agree with that view Liz, and I hope that speech-language pathologists will feel comfortable being creative and asking people about their friendships or what they might need to help maintain or sustain their friendships.   I would like to turn now to the topics of reading and literacy, which I know you have been investigating. While these terms are related, they are not synonymous. Would you please explain the difference between them and how you are investigating both in your research?   Liz: Yes. Thanks. That is a good question. To be honest, the first answer is not very scientific. When I was writing papers it was getting cumbersome to always write reading and spelling/ writing. The term came to be when I wanted to make sure that I was making it clear that I wasn't just focused on reading, but also concerned with the spelling and writing components. With my colleagues, Jessica Obermeier and Aaron Bush, we started using the term literacy for some of our work. People will have different ideas of what literacy might entail. I have been describing treatment as “literacy focused”, working on reading and spelling and writing.   My initial work was very much focused on reading, and over the past several years I became more interested in trying to also add on the spelling component. If we're working on spelling and writing it gives us a chance to inherently work on the reading. If we're only focused on reading, it doesn't bring in the writing. There's a time for them to be separate, I fully agree. There are also times where they can be targeted at the same time.   Janet: That makes perfect sense. When I think about how we discussed in the past, reading for pleasure, or reading to gain knowledge, or reading for information, or reading for safety, so many different aspects of reading, literacy also factors into how you use reading in those situations.   Liz: Yes, and so in a lot of day-to-day communication, you need both, right? It's for text messaging, right? We need to read it and respond in a written way, also emails. There are lots of instances where for the for the interaction to go well, we need to be able to read and respond in writing, such as filling out forms, email, texting, social media. For a lot of interactions we need both for there to be a successful written language exchange.   Janet: Liz, as part of our work with the Academy of Neurologic Communication Disorders and Sciences, Aphasia Writing Group, you and I were part of the team who critically reviewed treatment approaches for reading comprehension deficits in persons with aphasia. You've also investigated, as you mentioned earlier, specific aspects of reading deficits in persons with aphasia. What are some of the insights that you have gained from this work? And by the way, it was such a pleasure doing that critical review of treatment for reading deficits, and there was a lot of interesting information that came to light in that paper.   Liz: Yes, thank you. I was going to comment that I remember we thought we were going to have all these papers to go through and really and that review, we were very much focused on papers where the main outcome was reading comprehension. When we stuck to what our aim was, there really weren't that many papers that that met the aim of that project. So that really brought to light that it really is an area of our field that doesn't have enough attention.   Some of my recent projects, as I mentioned with Aaron Bush and Jessica Obermeier, we've talked to people with aphasia and gotten their perspective of before and early days. I really like doing this research over time. Things change, but we learned just how important reading and writing are to people with aphasia, and that they really want to work on it. I think we've seen when we looked in the literature, there wasn't much there. When we've talked to people with aphasia and speech-language pathologists, they want to work on reading, and they're not sure how. That further motivates me that this is an area to work on.   In some of my beginning work, I was Diane Kendall's research speech language pathologist for a few years before I did my Ph.D., and I exclusively delivered her phono motor treatment. In that research trial, the main outcome was word retrieval, but the therapy that she designed inherently worked a lot on reading and writing. We retrained every phoneme - how to say it, what your mouth is doing, and also the graphemes that go with the phonemes. As her research speech pathologist, that's really when I got very interested in reading. I'd be in these sessions, and we'd finally bring out the graphemes that go with the phonemes. I recall telling people that this is going to get better – and it did not. That connection between the phonemes and the graphemes, for a lot of people, wasn't there. In that clinical experience as her research speech pathologist is when I realized that the treatment improved reading for some people, but not for everyone. So that's my background of really getting focused on reading.   In the last few years, I've been working on adapting that original version of treatment that was for word retrieval. I've added some components to make it more focused on reading. I've been working with Olga Burkina, who's at the Kessler Stroke Foundation, and has an NIH grant where she is pairing exercise with this reading focused phono motor treatment. It's fun to be a part of that group exploring the idea of doing aerobic exercise to improve the brain blood flow, and to see if that's going to help improve reading treatment. Again, the idea being going forward is what the treatment might change.   There are some other projects also. I'm working with Will Graves at Rutgers. He is using computational modeling to have us stop guessing which treatment. We're trying to get a really good baseline assessment, trying to find out about semantic impairment, phonological impairment, and then we're using this reading focused phono motor treatment. We also have a reading focus semantic feature analysis. I really enjoy getting to work with different researchers who have these wonderful, big questions, and that I'm getting to support it as the speech-language pathologist on these projects focused on reading and writing and phono motor treatment. So those are some exciting projects I'm involved in right now.   Janet: That's exciting, because you started out by saying there were only a few papers that we found that really address reading treatment, and you're right.  It's daunting, then how do you select the reading treatment? How do you help this person with aphasia who wants to improve their reading comprehension? I think it's exciting that you've got all these different avenues and are working with a variety of people to investigate treatment.   Liz: Yeah. And the one thing I'll add to that is part of that, that review we did, for some people those treatments are helping reading comprehension. But for some people, I've been trying to work on the next step. I have a very small dataset where I've added a semantic comprehension stage to my adapted photo motor treatment. I'm in the very early stages of this and I'm sure it's fine to say, but I've been having these really exciting conversations with Kelly Knollman-Porter and Sarah Wallace. They're also Tavistock Trust recipients, and they study reading from a different perspective, using text to speech, compensatory and very focused book reading. They're very comprehension focused, so we're at the very early, fun stages of where we are in our thinking. I think there might be a middle step we are missing, but we are talking about taking these impairment focused treatments, which I think have a role, and have a participation, functional part of it. That's another emerging, new collaboration, where we are coming to reading from different perspectives, and we're trying to see where we can get with that goal, back to this comprehension question, improving functional reading, maybe from impairment and compensatory approaches.   Janet: I think that's the right approach to take, and I think it's exciting, because we have to remember that everybody reads differently. Some people like reading, some people don't enjoy reading. They read what they have to, but they don't particularly enjoy it. So, if we all come to it from different perspectives, we all have different strengths that we bring, and different deficits as well, and different needs or designs, just as is so many things with aphasia. Start with the person with aphasia, asking What do you want to read? What problems are you having? Then use that as a guide to selecting an impairment-based treatment or text to speech treatment, or whatever. I think that's exactly the right approach.   Liz: The one thing the treatment we were talking about, phono motor treatment, in general, is a phonology treatment. The good thing is that my focus is asking, is it improving reading? I'm also extending it to writing. We do know at its core, it's a language treatment, so it is nice that it can be tweaked to serve the person's main interests. I think that's important, that we are trying to work on what people want to work on, but we want to make sure we're improving, if we can, not just one language modality, and we know that these abilities are supported by similar brain structures and underling cognitive processes. That's something else we've been trying to work on, being person centered and at the same time trying to maximize generalization - lots of pieces. I am finding now what's most motivating and exciting is trying to make sure that we're doing things that people with aphasia find important, and how also to keep the whole science moving forward in this way that's going to have functional, important outcomes. That people with aphasia are going to be able to do what they want to do to the best that they can.   Janet: Absolutely! But then there's the scientific challenge of how do you collect the data? How to best observe specific outcome data on performance measures, but also collect the person-centered data. How do you collect data that really can speak to whether you're having a success and whether this might be generalizable or transferable to another person?   Liz: I think it's important that we need both. I always say, and some of my collaborators may not like it, but if in the person reported outcome, a person with aphasia is telling us that they feel better and that they are communicating better in life, and those measures should not be optional, those measures to me, a critically important part of seeing this treatment successful. There are different ways to do that and different ways to capture their perspective. For example, if trained reading words moved this much and if the patient reported outcome change is greater, then I find that to be a success. If the reverse happens, I find treatment not successful. If my probes showed gain but the person with aphasia does not see it or feel it, then I don't find treatment to be a success. So, I think it's really important that persons with aphasia tell us different things, and we need to have many assessments in both of those categories. I think, when possible.   Janet: You're absolutely right. When you think about many of the treatments that we're doing, they are not necessarily easy, and they take time, and you have to stay the course. I think you know, I've been interested for a number of years in motivation and engagement, and what keeps people motivated and doing what they're doing. If you've got a treatment that you can see over time, small changes in your specific reading outcomes, but not so much of a change in the person centered outcomes, or person reported outcomes, how do you know the person is still really engaged and motivated and willing to slog through your treatment in order to get to the place that you hope they will? I think you're correct when you're assessing the importance of the person reported outcome.   Liz: Yeah, that's good. And then that's a whole other like measure in itself, right? The key of motivation we've talked about in some of the trials. The one person who didn't do very well, and just in our conversation, sometimes it for different reasons. That wasn't motivating for that person. There's that's a whole very important piece that a lot of us have a lot of room to improve in how we capture that and support that.   Janet: Which is a challenge when we're trying to devise treatments for, say, reading or anything that can be applicable to a wide range of persons with aphasia. Kudos to you for meeting that challenge as best you can.   Liz: We're working on it. But I do really think that it's changing. Sometimes I feel like there are impairment-based people and life participation people, and I don't think it needs to be that way. It's fine if we only study one area. We can't all study everything, but I think as a whole they complement each other very well. And so I'm just excited to see that it seems like things are moving in a really exciting way, where people who study aphasia in various different ways now seem to have the main outcome, asking is this going to help people with aphasia feel better, communicate better, and look forward to something different in life? I think we're all seeing that that's what we're supposed to be doing, and how we do it is going to look really different, and that's great. I think we're moving in the right direction.   Janet: Very well said. I think, and you obviously do as well, that literacy and reading skills are crucially important to individuals with aphasia in so many ways, such as life skills reading or pleasure reading. Acknowledging that we all have different skill levels and preferences, what are some ideas that you might have identified that speech-language pathologists can use to support the literacy and reading desires and activities for a person with aphasia?   Liz: Great question. I think my answer is very similar to the question about what can SLPs do to help support friendship? I think being person centered. You said earlier, right, we all have different interests. Somebody might say it's not one of my goals and I really don't want to spend a lot of time on this. But just having those conversations and person-centered measures and using supported conversation we can easily gather important information. There are some really good patient-reported outcome measures that ask about reading, so maybe use some of those existing tools. The Comprehensive Aphasia Disability Questionnaire has a nice scale that talks about different aspects of reading as well as other aspects of language. But at the minimum, I think finding a way, even just to draw your own scale and then trying to find out in their life, what are different activities where they want to or need to engage, right? Texting, email, restaurant. I mean, we think about it, we're reading all the time throughout life. So, I think finding the reading need is a general interest and then getting really specific is one way to do it. Another thing could be, as I mentioned before, our brain relies on similar structures and language networks when we are engaging in spoken language and written language. So oftentimes improving our reading and writing improves our spoken abilities and vice versa. So even if it's not the main goal in treatment, for example if the main outcome might be word retrieval, I really believe multimodal learning is important. If, after you've gone through what you want to do say writing it, having them repeat it, maybe copy it, even though that's not the main goal, and it's not slowing the therapy, if it's working for you and your client, then I really think, at the minimum, using written language to support spoken language has a good role. I also think the opposite can be true using spoken language to support written language. So I do think that it's important that we know we are addressing all of language, and that that language skills really do usually move up and down together in aphasia.   Janet: Well said, again. Liz, thank you so very much for joining me today in this fascinating look into friendship, literacy, reading and aphasia. And again, hearty congratulations to you on being named Tavistock, Distinguished Scholar. On behalf of Aphasia Access, I wish you well in your research and clinical efforts, and thank you for taking the time to speak with me today. At this point, I'd also like to thank our listeners for supporting Aphasia Access Conversations by listening to our podcast, including this fascinating discussion with Liz Madden.   Liz: Thanks so much, Janet, I feel like you could just chat with you all day. Thank you again for giving me a chance to highlight some of my work. Also I want to thank everyone with aphasia who has participated in my projects, all my students and collaborators, Aphasia Access and the Tavistock Trust for Aphasia. Thanks again.   Janet: For references and resources mentioned in today's podcast, please see our Show Notes. They are available on our website, www.aphasiaaccess.org. There you can also become a member of our organization, browse our growing library of materials, and find out about the Aphasia Access Academy. If you have an idea for a future podcast episode, email us at info@aphasiaaccess.org. For Aphasia Access Conversations, I'm Janet Patterson, thanking you again for your ongoing support of Aphasia Access. References Antonucci, T. C., & Akiyama, H. (1987). Social networks in adult life and a preliminary examination of the convoy model. Journal of Gerontology, 42(5), 519–527. https://doi.org/10.1093/geronj/42.5.519 Archer, B.A., Azios, J.H., Douglas, N.F., Strong, K.A., Worrall, L.D. & Simmons-Mackie, N.F. (2024). “I Could Not Talk . . . She Did Everything . . . She's Now My Sister”: People with Aphasia's Perspectives on Friends Who Stuck Around. American Journal of Speech-Language Pathology, 33, 349–368. https://doi.org/10.1044/2023_AJSLP-23-00205 Azios, J.H., Strong, K.A., Archer, B, Douglas, N.F., Simmons-Mackie, N. & Worrall, L. (2021). Friendship matters: A research agenda for aphasia. Aphasiology, 36(3),317-336. https://10.1080/02687038.2021.1873908   Madden, E.B., Bislick, L., Wallace, S.E., Therrien, M.C.S. & Goff-Albritton, R. (2023). Aphasia and friendship: Stroke survivors' self-reported changes over time. Journal of Communication Disorders, 103, 106330. https://doi.org/10.1016/j.jcomdis.2023.106330 Madden, E., Conway, T., Henry, M., Spencer, K., Yorkston, K., & Kendall, D. (2018). The relationship between non-orthographic language abilities and reading performance in chronic aphasia: An exploration of the primary systems hypothesis. Journal of Speech Language Hearing Research, 61, 3038-3054. https://doi.org/10.1044/2018_JSLHR-L-18-0058 Madden, E. B., Torrence, J., & Kendall, D. (2020). Cross-modal generalization of anomia treatment to reading in aphasia. Aphasiology, 35, 875-899. https://doi.org/10.1080/02687038.2020.1734529   Purdy, M., Coppens, P., Madden, E. B., Freed, D., Mozeiko, J., Patterson, J., & Wallace, S. (2018). Reading comprehension treatment in aphasia: A systematic review. Aphasiology, 33(6), 629–651. https://doi.org/10.1080/02687038.2018.1482405 Strong, K.A., Douglas, N.F., Johnson, R., Silverman, M., Azios, J.H. & Archer, B. (2023). Stakeholder-engaged research: What our friendship in aphasia team learned about processes and pitfalls. Topics in Language Disorders, 43(1), 43-56. https://10.1097/TLD.0000000000000302   Therrien, M., Madden, E. B., Bislick, L., & Wallace, S. (2021). Aphasia and Friendship: The Role and Perspectives of Speech-Language Pathologists. American Journal of Speech-Language Pathology, 30(5), 2228-2240.   Resources   Stroke Social Network Scale reference and materials: https://cityaccess.org/tests/ssns/      Aphasia Access Conversations Episode #119 - Finding the person in front of aphasia: A conversation with Lauren Bislick

What if the future of market research isn't human at all but relies on AI-generated personas to mimic real-world consumers? Today, we're joined by Ali Henriques, Global Director of Edge at Qualtrics. Ali is here to discuss how synthetic personas, AI, and digital qualitative tools are reshaping the future of market research, and share some insights from the Qualtrics 2025 Market Research Trends Report. RESOURCES Qualtrics: https://www.qualtrics.com Wix Studio is the ultimate web platform for creative, fast-paced teams at agencies and enterprises—with smart design tools, flexible dev capabilities, full-stack business solutions, multi-site management, advanced AI and fully managed infrastructure. https://www.wix.com/studio Register now for HumanX 2025. This AI-focused event which brings some of the most forward-thinking minds in technology together. Register now with the code "HX25p_tab" for $250 off the regular price. 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

Gathering, Acknowledging, and Responding to Customer Feedback  Shep Hyken interviews Isabelle Zdatny, Head of Thought Leadership with Qualtrics XM Institute. She talks about the importance of treating customer feedback as a valuable tool for improving customer experience, the decline in consumer feedback, and customer survey best practices.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is survey fatigue?  How can negative feedback act as a valuable tool in preventing customer churn?  Why should companies prioritize genuine feedback over high survey scores?  What are the best practices for creating effective and concise customer surveys?  How many chances do customers typically give companies after a poor experience?  Top Takeaways:    Customer feedback is a gift. Negative feedback uncovers areas for improvement, potentially saving businesses from losing customers to competitors.    Customer loyalty is fragile. High customer expectations and the ability to switch to competitors easily mean companies must work even harder to keep their consumers happy. "Nice to have" industries like online retailers, hospitality, and airlines must invest more in experience to establish trust and loyalty with their customers.     Customer service is increasingly becoming more important than price. More and more customers are willing to pay extra for convenient, hassle-free experiences.     Companies need to look beyond the Voice of the Customer. Other sources, such as customer history, support interactions, and social media, can help companies understand the full scope of their customers' experiences.     Isabelle shares stats from the 2025 Consumer Trends Report by Qualtrics. Here are some highlights:    61% of consumers shared that trust in the information that companies provide to them is a top priority.   53% of bad customer experiences result in a decrease in spending.  Customers are less willing to give feedback than they were a few years ago. Compared to 4 years ago, customer feedback after a bad experience has dropped by 8%. The number of customers who do not tell anyone about their experience has increased by over 6%    Plus, Shep and Isabelle discuss why getting honest feedback is more important than getting high metric scores. Tune in!  Quote:   "The overall quality of customer experiences has improved. What's changing is customer expectations. Consumers are less tolerant of bad experiences, so when they happen, they are more likely to either decrease or stop spending money on a business."  About:    Isabelle Zdatny is the Head of Thought Leadership with Qualtrics Experience Management Institute. She produces industry-leading content on experience management trends and best practices, including the 2025 Consumer Trends Report.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Welcome back to Intellicast! Gabby Blados returns to talk Thanksgiving and the latest news from around the market research industry with Brian Peterson. Kicking off the episode, Brian and Gabby talk about their favorite Thanksgiving dishes and traditions. They touch on everything from stuffing and Jello salad to the time each usually sits down for Thanksgiving dinner (or, in Gabby's case – Thanksgiving lunch). After the Thanksgiving talk, Gabby and Brian turned their attention to the latest market research news, starting with the news of a new Board of Directors for Dynata and what it could mean for the future focus of Dynata. This episode had two big topics: data quality and artificial intelligence. On the data quality front, Brian and Gabby discuss the new funding for the Data Quality Co-Op, the new strategic partnership between Sample Ninja and Veriff, and the new standard endorsed by the Insights Association for transferring survey data between platforms. They also discuss some of the data quality comments made on the new Research-Live podcast about how quality issues could become an existential issue for the industry. On the AI side, Gabby and Brian touch on new research from TeamViewer that found three-quarters of decision-makers within the UK believe that AI will lead to a production boom. They also broke down the latest study released by Qualtrics, which found that most research will be conducted using synthetic data in the next three years. This episode will get you caught up with industry news as you head into the Thanksgiving holiday. Thanks for tuning in! Did you miss our recent webinar, Evolving Technology and Trackers: Best Practices for Data Confidence? Get caught up and register to watch the on-demand version here. We have released the 2024 edition of our annual report on the online sample industry, The Sample Landscape. To stay ahead of the curve of what's going on in the online sample industry, be sure to download your copy now. Download Here: www.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. Learn more about your ad choices. Visit megaphone.fm/adchoices

Jordan See, Head of Government Relations & Emilee Lehenbauer, VP of the Federal Civilian Business at Qualtrics Federal join the show to discuss the state of CX in the Federal government and deep dive into the impact that the impending Government Services Delivery Improvement Act will have on agencies. We also talk about how this guidance builds on previous legislation and how it will help improve the reporting on progress that was evident in the recent U.S. GAO report.

What if your customers are staying silent after a bad experience - or even a good one for that matter? If you're waiting for feedback to drive improvement, the silence might already be costing you more than you think. Today we're exploring the future of customer feedback with Isabelle Zdatny, Head of Thought Leadership at the XM Institute at Qualtrics. We'll dive into the findings from Qualtrics' 2025 Consumer Trends Report, the challenges of the “feedback recession,” and the role technology could play in shaping the future of customer insights. As Head of Thought Leadership with Qualtrics XM Institute, Isabelle helps Experience Management (XM) professionals make sense of the complex, evolving XM landscape so they can do their jobs with more confidence and success. She produces industry-leading content on XM trends and best practices, develops and delivers training, advises organizations on the design and execution of their CX and EX programs, and speaks on key XM topics and trends. RESOURCES Qualtrics: https://www.qualtrics.com Qualtrics 2025 Global Consumer Trends Report: https://www.qualtrics.com/ebooks-guides/customer-experience-trends/ XM Institute: https://www.xminstitute.com/ Wix Studio is the ultimate web platform for creative, fast-paced teams at agencies and enterprises—with smart design tools, flexible dev capabilities, full-stack business solutions, multi-site management, advanced AI and fully managed infrastructure. https://www.wix.com/studio 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

When does it make sense to build a category, and when is it just a costly distraction? In this episode, Jen Gray, SVP of Marketing at Recharge, shares her perspective on category creation. Having worked with companies like Qualtrics and Adobe, Jen outlines the benefits and risks of category creation—and why product positioning often comes first. She offers advice on how to make the case for a new category, the pros and cons to consider, and strategies for gaining leadership buy-in. Whether or not you pursue category creation, Jen emphasizes the need to examine your brand's messaging to strengthen its position in the market.In this episode, you'll learn:The real costs, risks, and rewards of creating a new market categoryWhy product positioning is often the best starting point for growthHow to refine brand messaging to connect with customers more effectivelyJump into the conversation:(00:00) Introducing Jen Gray(01:51) The pros and cons of creating a new category(08:41) Know your position in the market(10:20) Category creation gone wrong(12:31) How to gain leadership buy-in for category creation(14:35) Shape your brand's thought leadership(17:57) Types of product positioning

In this episode, host Sandy Vance is chatting with CTO & Co-Founder Mark Stoehr, and Jack Ryan, Chief Product Officer, both from XSELL, the leader in conversational AI for contact centers. They're here to discuss their innovative eXpert Language Model (XLM), designed for real-time dialogue. They will explore the key challenges facing the industry, the benefits of AI in enhancing agent efficiency and customer satisfaction, and gain valuable insights into the future of AI in contact centers. Whether you're a tech enthusiast or a healthcare professional, this conversation promises to shed light on how generative AI is reshaping the landscape. In this episode, they talk about:XSELL's Journey into the Healthcare SpaceThe Benefits of Generative AI's AdaptabilityFeedback, Reviews, and Use Cases for XSELLThe Role of AI in Contact CentersDelivering High Value to Organizations with Low InvestmentHow Insurance Companies Are Using and Considering Generative AIThe Importance of Respecting Domain ExpertsXSELL's Vision for the Future of Generative AI in HealthcareA Little About Jack and Mark:Jack Ryan is Chief Product Officer at XSELL. Jack comes to XSELL from a job leading user-facing products at Google Meet, AWS (Amazon Connect), and Qualtrics. As a technical lead, Jack worked across engineering, product, and UX to drive innovation and deliver exceptional user experiences.Mark Stoehr is the CTO and technical Co-Founder of XSELL Technologies. While he was pursuing PhD in Computer Science from University of Chicago, he met co-founder Matt Coughlin and developed the vision of an AI that is trained to replicate great performance by a company's agents. Prior to that, during his PhD program, he had spent some time working on Google Home and consulted for several start-ups.If you want to reach out to XSELL with questions or comments, email their marketing team at marketing@xselltechnologies.com

Kim Scott, New York Times and Wall Street Journal bestselling author, co-founder of the company Radical Candor, speaker, and co-host of the top-rated Radical Candor podcast joins me on this episode. Kim was a CEO coach at Dropbox, Qualtrics, Twitter, and other tech companies. She was a member of the faculty at Apple University, which Steve Jobs established to educate Apple employees about what makes Apple, Apple. Before that Kim led AdSense, YouTube, and DoubleClick teams at Google. Earlier in her career, she managed a pediatric clinic in Kosovo and started a diamond-cutting factory in Moscow. Topics we cover include Kim's personal and professional journey, the meaning of radical respect, fostering a culture of respect in the workplace, what gets in the way of radical respect, the two frameworks we need to address these issues, and more. Get connected with Kim: Website: https://kimmalonescott.com/  Facebook: https://www.facebook.com/kimballscott  Twitter: https://x.com/kimballscott  Instagram: https://www.instagram.com/radicalcandorofficial  LinkedIn: https://www.linkedin.com/in/kimm4/  Listen to the Radical Candor podcast: https://podcasts.apple.com/us/podcast/radical-candor-communication-at-work/id1188489488  Purchase a copy of Radical Respect: https://www.amazon.com/Radical-Respect-Work-Together-Better/dp/1250623766  Purchase a copy of Radical Candor: https://www.amazon.com/Radical-Candor-Revised-Kick-Ass-Humanity/dp/1250235375  Resources from Kim: https://www.radicalcandor.com/resources/  Leave a 5-star review with a comment on Apple Podcasts: https://podcasts.apple.com/us/podcast/business-minds-coffee-chat/id1539014324  Subscribe to my Business Builder Newsletter: https://bit.ly/32y0YxJ  Want to learn how you can work with me to gain more clarity, build a rock-solid foundation for your business, and achieve the results and success you deserve? Visit http://jayscherrbusinessconsulting.com/ and schedule a 1:1 discovery coaching call. Enjoy, thanks for listening, and please share with a friend!  

Welcome to the What's Next! Podcast with Tiffani Bova.    This week, I welcome Kim Scott back for the third time on the podcast. She is the author of a new book called Radical Respect: How to Work Together Better, and of course, Be a Kick-Ass Boss Without Losing Your Humanity. She is the co-founder of the company Radical Candor. Kim was a CEO coach at Dropbox, Qualtrics, Twitter, and other tech companies. She was a member of the faculty at Apple University. Before that, she led AdSense, YouTube, and DoubleClick teams at Google.    THIS EPISODE IS PERFECT FOR… anyone struggling with giving or receiving feedback in a professional setting.   TODAY'S MAIN MESSAGE… respect is critical in the workplace, especially when there are many differing opinions and styles. But how do you practically go about fostering a culture of respect? It's not by keeping your opinions to yourself. In fact, Kim says sharing feedback and making space for disagreement is a sign of respect for one another.   Key takeaways: Respect begins with unconditional regard for humanity and it shouldn't need to be earned We can disagree and do it in a respectful way Kim's three steps to approach a boss to share criticism are: solicit feedback, focus on the good, ask if it's a good time to share your thoughts    WHAT I LOVE MOST… Kim says you can't address all of the unconscious biases in the world, but you can (and should) address the ones that will get in the way of your team working together.    Running Time: 36:55   Subscribe on iTunes   Find Tiffani Online: Facebook LinkedIn X   Find Kim Online: Website  LinkedIn    Kim's Book:  Radical Respect  

This podcast interview focuses on the entrepreneurial journey to take GTM efficiency to the next level for enterprise SaaS companies. My guest is Josh Ellars, CEO of OpenGTM. Josh has over 15 years of experience leading successful go-to-market (GTM) functions at high-growth SaaS companies like Metalogix, Qualtrics, and OpenGov. This extensive background gives him unique insights into scaling SaaS businesses. In 2021 he founded Patri, which was rebranded OpenGTM in 2023. OpenGTM is platform to create content buyers love, capture high-intent leads, and uncover the truth behind your buyers and pipeline.  It's mission: to unite sales, marketing, customer success, and product around the attributes of highly-retained customers in order to boost revenue and retention. And this inspired me, and hence I invited Josh to my podcast. We explore what's broken in today's world of Go-to-Market (GTM). Josh shares his wealth of experience in scaling SaaS businesses. He emphasizes the importance of the "sell, design, build" methodology, where market demand pulls product development. He also explains, how their approach helps companies cut through the noise of the crowded go-to-market tech landscape. And last but not least he shares some big lessons learned on differentiation and growing efficiently. Here's one of his quotes Too often in Go To Market and in company building in general, we're driven by product market fit. And that's wonderful. But a big portion of that is really identifying: Is there security and regulatory fit? Is there a financial fit? Can we get some sort of return out of this investment we're making in this customer? And I absolutely saw that I had to learn the hard way and lose some very large deals. That got me thinking that I think there's a better way to to vet these opportunities.  During this interview, you will learn four things: What B2B SaaS companies should look for beyond product-market fit to grow more efficiently. Their framework that drives product strategy in order to build remarkable products.  How they avoid getting caught up in tech-stack rationalization.  How to expand market scope gradually while maintaining a narrow focus on the ideal buyer profile.  For more information about the guest from this week: Josh Ellars Website: OpenGTM Subscribe to the Daily SaaS Reflection Get my free, 1 min daily reflection on shaping a B2B SaaS business no one can ignore. Subscribe here Yes, it's actually daily. And yes, people actually stay subscribed (Just see what peer B2B SaaS CEOs say) My promise: It's short. To the point. Inspiring. And valuable. Learn more about your ad choices. Visit megaphone.fm/adchoices

Vidya Dinamani and Heather Samarin sit down with Rupali Jain, Chief Product Officer at Optimizely, to explore the intricacies of product leadership. With a storied career spanning Microsoft, Qualtrics, Box, and Tableau, Rupali shares her rebellious approach to driving successful outcomes over rigid processes.  She discusses her strategies for balancing customer demands with product roadmaps, navigating high-stakes decisions, and leading through change in both startups and tech giants. 

In this episode of FP&A Tomorrow, host Paul Barnhurst, aka "The FP&A Guy," dives into the intricacies of financial planning and analysis (FP&A) with Renato Villanueva, CEO of Parallel, a startup FP&A tool for early-stage founders. They discuss what makes great FP&A, the journey from risk management to FP&A, and the challenges of scaling a startup while maintaining financial discipline.Renato Villanueva is an accomplished finance professional and the CEO of Parallel, a company providing innovative financial modeling and forecasting solutions for startups. With a finance degree from Utah Valley University, Renato's experience spans multiple high-profile companies, including Qualtrics, American Express, and Divvy. His deep understanding of FP&A and his entrepreneurial spirit drive the conversation as he shares valuable insights from his career and current ventures.Expect to Learn:The essential characteristics of effective FP&A and why understanding your company's goals is crucial.How persistence and networking can open doors in your career, as demonstrated by Renato's journey into Divvy.The importance of aligning financial planning with company growth strategies, especially in a startup environment.Key operational metrics to focus on during the early stages of a startup.Strategies for building strong relationships between finance and other business departments to drive success.Quotes:Here are a few relevant quotes from the episode “Great FP&A is about understanding what the company is trying to accomplish and the role your leader plays in that. It's knowing the North Star metric and ensuring your department has the resources to achieve it." - Renato Villanueva"You want to make it as easy as possible for whoever you work with. Sometimes that means meeting people where they're at rather than forcing them into a new process." - Renato Villanueva"The most rewarding part is tackling a really hard problem and empowering founders to make better, bigger bets with confidence." - Renato VillanuevaRenato's journey from risk management to becoming the CEO of Parallel offers valuable lessons in persistence, adaptability, and the power of understanding the big picture. Tune in for expert insights as we continue to explore the evolving landscape of FP&A.Follow Renato:LinkedIn - https://www.linkedin.com/in/villanuevar/ Follow Paul: Website - https://www.thefpandaguy.com LinkedIn - https://www.linkedin.com/in/thefpandaguyWorld-class Digital FP&A Course Bundle: Signup for over ten hours of video content with 4 different courses and 8 modules on FP&A topics including: Business Partnering, Data Analysis, Financial Modeling Design Principles, and Modern Excel. Use code Podcast to save 25%. What are you waiting for signup now: https://bit.ly/4decOf3Enroll for Financial Planning & Analysis Certificate Program:Level up your career and build skills for financial planning and analysis. Sign up for the 8 week online financial planning & analysis certificate program by Wharton Online and learn the art of forecasting, analysis, business partnering and financial storytelling:

In this episode, join us to talk about about navigating challenging conversations with radical candor and respect. Hear our panelists' stories about building trust through real talk, tackling bias, and balancing work with life for true happiness. Get inspired by their journeys of overcoming obstacles, staying authentic, and leading with empathy. This chat is packed with insights to help you create a more inclusive and heartfelt workplace!Panelists:Tamla Oates-Forney, CEO of Linkage, a SHRM CompanyKim Scott, Author of Radical Respect and Radical CandorDean Carter, CXO, Modern Exec SolutionsTamla Oates-Forney is an innovative thought leader and speaker, women's advocate, wellness champion, philanthropist and investor. She serves as CEO of Linkage, a SHRM company, a global leadership development firm committed to advancing women and accelerating inclusion in leaders and organizations.Tamla previously served as EVP, Chief Human Resources Officer (CHRO) for USAA, where as a member of the Executive Council she led USAA's team of more than 500 HR professionals spanning talent development, talent acquisition, pay and benefits, culture and employee services for 37,000 teammates. She spent the majority of her career (20 years) at General Electric, where she held multiple leadership roles, including HR Leader for GE Africa, Chief Diversity Officer for GE Appliances and Lighting, and Vice President of HR for GE Energy Connections. She serves as a member of the Board of Advisors for her alma mater, UNC Chapel Hill's Kenan-Flagler Business School, and is a sought-after speaker, advisor and thought leader for several HR-related technology startups.Kim Scott is the author of Radical Respect: How to Work Together Better and Radical Candor: Be a Kick-Ass Boss Without Losing Your Humanity and co-founder of the company Radical Candor. Kim was a CEO coach at Dropbox, Qualtrics, Twitter, and other tech companies. She was a member of the faculty at Apple University and before that led AdSense, YouTube, and DoubleClick teams at Google. Prior to that Kim managed a pediatric clinic in Kosovo and started a diamond-cutting factory in Moscow.She co-hosts the podcasts Radical Candor and Radical Respect. She lives with her family in Silicon Valley.Dean Carter is widely known as an innovative and industry-recognized leader of People and Culture for over 20 years as a 4-time CHRO across Fortune 50, rapid growth, and culture-driven organizations. Prior to Modern, Dean served in the role of Chief People Officer for Guild, Sears Holdings, Fossil. Inc. and Patagonia, where his 10-year chief administrator role spanned across People, Culture, Finance, and Legal functions. He launched his HR career through a variety of progressive leadership roles at Procter&Gamble, Pier 1 Imports, and Pearle Vision.Follow Tamla on LI → https://www.linkedin.com/in/tamla-oates-forney-3723238/Follow Kim on LI → https://www.linkedin.com/in/kimm4/Follow Dean on LI → https://www.linkedin.com/in/deancarter/00:00 Introductions04:25 How are you doing as a person?13:20 Radical Respect26:35 Tough conversations33:43 Building culture as a CEO37:23 Being true to your purpose43:14 Transforming expectations of what work gives back to you45:01 How do we truly ensure good work and life for all?54:02 Bias, prejudice, and bullying56:50 Diversity as a strength

Nate Randle is the CEO of Gabb. We talk about his fatherhood journey. In addition, Nate shares fantastic advice that all parents should take to heart. Nate's number one passion in his life is his family. You will see that from our conversation. After that we talk about why Gabb is keeping kids safe in this tech world. In addition, we talk about why Gabb phones and watches are perfect for kids because of the many safeguards they have on their devices. Lastly, we finish the interview with the Fatherhood Quick Five.  About Nate Randle Nate Randle has built his career on driving unprecedented results. Whether it's a struggling product that needed an overhaul or a legacy brand looking for new ways to win, he's led his brand and marketing teams to beat predictions and defy odds at every turn. Nate's leadership credentials include reviving Callaway Golf's Top-Flite brand, overseeing double-digit growth at Nike, and heading the now-famous Utah Jazz #TakeNote campaign. He also planned and executed two IPO's as part of the Qualtrics and Vivint leadership teams.Above the deep list of career accomplishments and his post at the helm of Gabb, Nate prizes his role as a dad. Gabb's mission to provide kids and families peace of mind with kid-safe tech is personal to him. He can regularly be found engaging with parents about anything from customer service questions to tech for good. His genuine and unprecedented interactions create lasting impact and a genuine example of what Gabb stands for. For more on Gabb, please go to their website gabb.com.   About The Art of Fatherhood Podcast  The Art of Fatherhood Podcast follows the journey of fatherhood. Your host, Art Eddy talks with fantastic dads from all around the world where they share their thoughts on fatherhood. You get a unique perspective on fatherhood from guests like Joe Montana, Bob Odenkirk, Vincent D'Onofrio, Kevin Smith, Danny Trejo, Jerry Rice, Jeff Foxworthy, Patrick Warburton, Jeff Kinney, Paul Sun-Hyung Lee, Kyle Busch, Dennis Quaid, Dwight Freeney and many more.

Ever struggled with how to deliver effective feedback? Have you ever wondered if there is such a thing as too much honesty? How can I share my truth without hurting the other person? If so, this episode is definitely for you. Join me as I speak with Kim Scott, the bestselling author of "Radical Candor" and "Radical Respect," to share her profound insights on effective interpersonal and workplace dynamics. We open the conversation by diving into the complexities of addressing implicit biases and fostering an inclusive environment. Kim recounts a transformative moment that led her to champion radical respect. In this enlightening conversation, we break down the often misunderstood concepts of bias, prejudice, and bullying, providing you with practical strategies to tackle each issue head-on. Learn how "I" statements can address unconscious biases, "it" statements can confront prejudice, and "you" statements can effectively call out bullying. We emphasize the importance of speaking up against wrongdoing and making conscious decisions that align with your personal values to foster a respectful and positive workplace culture. Join us as we explore the pivotal role of radical candor in communication, especially in fast-paced environments where honest feedback can transform team dynamics. Our engaging dialogue offers strategies for discussing diversity, equity, and inclusion with a growth mindset, underscoring the significance of grace and understanding in fostering a more inclusive and respectful work environment. This episode is a treasure trove of insights for leaders committed to nurturing a culture of respect and positive team dynamics. What You'll Learn: • The subtle but critical differences between bias, prejudice, and bullying. • Practical strategies to address bias, prejudice, and bullying - hint: they are not the same. • The critical role of honest feedback and radical candor in fast-paced environments. • Fostering a culture of inclusion, diversity, and equity with a growth mindset. • Confronting unconscious biases and overcoming workplace bullying with respect Podcast Timestamps: (00:00) – An Introduction to Radical Respect (10:55) - Effective Communication Strategies for Speaking with Respect (26:38) - Fostering Radical Candor in Communication (33:04) - Creating a Culture of Radical Respect (39:13) - Confronting Bias in the Workplace (45:53) - Challenging Bias with Grace  (51:59) – How to Confront Workplace Bullying with Respect More of Kim: Kim Scott is the bestselling author of "Radical Respect: How to Work Together Better" and "Radical Candor: Be a Kickass Boss Without Losing Your Humanity." She co-founded Radical Candor and has served as a CEO coach at Dropbox, Qualtrics, Twitter, and other tech companies. Kim was also a faculty member at Apple University and previously led the AdSense, YouTube, and DoubleClick teams at Google. Kim co-hosts the podcasts "Radical Candor" and "Radical Respect" and lives with her family in Silicon Valley. Her books are highly regarded and frequently referenced by coaches and speakers, who find her ideas and principles transformative in both their personal and professional lives. LinkedIn: https://www.linkedin.com/in/kimm4/  Mentions: Radical Respect: How To Work Together Better by Kim Scott Radical Candor: Be a Kickass Boss Without Losing Your Humanity by Kim Scott Key Topics Discussed: Positive Leadership, Respectful Workplace, Radical Candor, Radical Respect, Effective Communication, Overcoming Bias, Dealing with Prejudice, Bullying, Effective Feedback, Diversity, Equity, Inclusion, Growth Mindset, Positive Culture, Workplace Dynamics, Conscious Decision-Making, Team Success, Honest Communication, Unconscious Bias, Inclusive Environment, Toxic Behavior More of Do Good to Lead Well: Website: https://craigdowden.com/ LinkedIn: https://www.linkedin.com/in/craigdowden/

On this episode of Lochhead on Marketing, Christopher Lochhead, a three-time CMO and a leading figure in category design, gives his Pirates Perspective into the critical concept that "the category makes the brand, not the other way around." This principle underscores the importance of understanding and defining a category in marketing, as it can profoundly influence consumer perception and the overall success of a brand. Through engaging stories and practical examples, Christopher illustrates how effective category design can lead to market dominance. Additionally, Christopher highlights Microsoft's strategic shift in the tech industry, emphasizing the importance of a unified category approach. Welcome to Lochhead on Marketing. The number one charting marketing podcast for marketers, category designers, and entrepreneurs with a different mind. Understanding Category Design Category design is a strategic approach that involves creating and defining a new market category, thereby positioning a brand as the leader within that category. This concept is pivotal because it shifts the focus from competing within an existing market to creating a new space where the brand can dominate. Christopher emphasizes that successful brands are those that not only understand their category but also actively shape it. The Category Shapes the Brand Christopher's central thesis is that the category makes the brand, not the other way around. This means that the success of a brand is largely determined by how well it defines and owns its category. By focusing on the problems they solve and the experiences they create, companies can differentiate themselves and achieve lasting success in their respective markets. Case Studies: Barcade and Qualtrics Christopher then shares compelling examples to illustrate the importance of category design. One notable example is Barcade, an innovative arcade bar that successfully carved out its niche by blending the nostalgia of classic arcade games with a vibrant bar atmosphere. By defining its category clearly, Barcade attracted a dedicated customer base and differentiated itself from traditional bars and arcades. Another significant case study is Qualtrics, a company that transformed its market position through a focus on experience management. Christopher contrasts Qualtrics with its competitors, such as Medallia and SurveyMonkey, to highlight the impact of effective category design. While Qualtrics successfully defined and owned its category, the other companies struggled to differentiate themselves, leading to varying degrees of success in the marketplace. Microsoft's Journey Christopher recounts the story of Microsoft and its journey to dominate the office productivity software market. Initially, Microsoft faced fierce competition from established players like WordPerfect in word processing, Lotus in spreadsheets, and dBase in databases. Despite launching competitive products, Microsoft struggled to gain significant market share. The turning point came when Mike Maples Sr., a key figure at Microsoft, discovered an anomaly in sales data during a trip to Australia. He learned that bundling applications together and offering them at a discounted price led to a significant uptick in sales. This insight prompted Maples to rethink the problem: instead of viewing these applications as separate categories, he recognized that they collectively addressed a larger issue—productivity for office workers. To hear more about Christopher Lochhead's Pirate Perspective on Brand and Category Design, download and listen to this episode. You can also check out more Pirates Perspective at Category Pirates. Don't forget to grab a copy (or gift!) of one of our best-selling books:  Snow Leopard: How Legendary Writers Create A Category Of One  The Category Design Toolkit: Beyond Marketing: 15 Frameworks For Creating & Dominating Your Niche  A Marketer's Guide To Category Design: How To Escape The “Better” Trap,

Pat Grady is one of the most successful growth investors of the last decade. As the Head of Sequoia's growth investing practice, Pat has invested in companies with a combined market cap exceeding $250BN. Among Pat's immense portfolio is Hubspot, Snowflake, ServiceNow, Okta, Amplitude, Zoom and Qualtrics. Pat is also one of the best acquirers of talent in venture hiring Andrew Reed, Matt Huang, Julien Bek. In Today's Episode with Pat Grady We Discuss: 1. The Sequoia Investment Process: What is the Sequoia investment process today? How has it changed over time? What could be improved about the process? Where is it weak? What is the biggest strength of the process? How do Sequoia remove politics from the investment decision-making process? Are the best deals "contrarian"? What does Pat mean when he says you do not "get extra points for being contrarian and right"? 2. What Sequoia Look for When Investing: What is Pat's framework for assessing founders? How does it differ when investing early vs late? Team, traction, TAM, how does Pat rank the three when investing? What have been Pat's biggest lessons on market sizing? Does Pat take market timing risk? How much weight does Pat place on "traction" when investing? How sustainable is PMF? 3. The Three Core Pillars of Venture: Sourcing: What does Pat rank Sequoia for sourcing? Who is the best at sourcing in the firm? Selecting: How does Pat rank Sequoia at picking? How has it changed over time? What could Sequoia do to improve their picking ability? Servicing: What does Pat give Sequoia for their "value add"? To what extent does Pat truly believe that venture investors do add value? 4. Pat Grady: AMA: Pat has hired some of the best in the next generation of venture investors; what are his biggest lessons in what he looks for when hiring investing talent? What is his single biggest takeaway from working with Alfred Lin, Roelof Botha and Doug Leone? What are his biggest takeaways from working with Hubspot, Snowflake and ServiceNow?  

My guest today is Pat Grady, a longtime growth investor at Sequoia and one of the firms senior leaders. Pat has been a part of a long list of legendary investments, ranging from Snowflake, Zoom, ServiceNow, Qualtrics, Okta, Hubspot, Notion, and OpenAI, among many others. There aren't many investors who reference as well at Pat, both inside and outside of his firm. We talk about investing, building an investing firm, and building enduring companies. Please enjoy this great conversation with Pat Grady. Listen to Founders Podcast For the full show notes, transcript, and links to mentioned content, check out the episode page here. ----- This episode is brought to you by Tegus, where we're changing the game in investment research. Step away from outdated, inefficient methods and into the future with our platform, proudly hosting over 100,000 transcripts – with over 25,000 transcripts added just this year alone. Our platform grows eight times faster and adds twice as much monthly content as our competitors, putting us at the forefront of the industry. Plus, with 75% of private market transcripts available exclusively on Tegus, we offer insights you simply can't find elsewhere. See the difference a vast, quality-driven transcript library makes. Unlock your free trial at tegus.com/patrick. ----- Invest Like the Best is a property of Colossus, LLC. For more episodes of Invest Like the Best, visit joincolossus.com/episodes.  Past guests include Tobi Lutke, Kevin Systrom, Mike Krieger, John Collison, Kat Cole, Marc Andreessen, Matthew Ball, Bill Gurley, Anu Hariharan, Ben Thompson, and many more. Stay up to date on all our podcasts by signing up to Colossus Weekly, our quick dive every Sunday highlighting the top business and investing concepts from our podcasts and the best of what we read that week. Sign up here. Follow us on Twitter: @patrick_oshag | @JoinColossus Editing and post-production work for this episode was provided by The Podcast Consultant (https://thepodcastconsultant.com). Show Notes: (00:00:00) Welcome to Invest Like the Best (00:05:48) Doug Leone's Leadership and Changes (00:06:54) Creating Internal Pressure and Structure (00:10:46) Sequoia's Team Values and Family Influence (00:13:40) Assessing Founders and Investments (00:20:28) Winning Competitive Investments (00:24:45) Pat's Early Career at Sequoia (00:29:38) Memo Writing and Investment Criteria (00:35:20) Evaluating Companies Through Three Business Criteria (00:40:15) Building Sustainable Competitive Advantage (00:47:48) Turning Bad Numbers into Good Investments (00:51:20) The AI Frontier: Market and People (01:01:13) Harvey: The AI Legal Assistant (01:05:33) Sequoia's Platform Strategy (01:17:16) The Importance of Teamwork and Performance (01:26:07) Legendary Potential: Relentless Application of Force (01:28:37) The Kindest Thing Anyone Has Ever Done for Pat

#169: Bestselling author Kim Scott highlights the impact of using radical candor to maintain better relationships at work and home. She shares tactics to solicit feedback, overcome the discomfort of giving and receiving criticism, and navigate situations when others disagrees with your feedback. They also discuss the evolution of Radical Candor towards Radical Respect, which addresses the impact of unconscious biases. Kim Scott is the co-founder of Radical Candor, an executive education company based on her book, which has sold over 1 million copies and has been translated into 23 languages. Kim has a diverse background in leadership and management, having coached CEOs at top tech firms like Dropbox, Qualtrics and Twitter, as well as leading teams at Apple University and Google. Link to Full Show Notes: https://allthehacks.com/kim-scott-radical-candor Partners DeleteMe: 20% off removing your personal info from the web Tim Ferriss: The Tim Ferriss Show and Five Bullet Friday Newsletter Facet: Personalized Financial Planning + $250 enrollment fee waived Gelt: Skip the waitlist on personalized tax guidance to maximize your wealth Notion: Try Notion AI free to automate tedious tasks and streamline your work For all the deals, discounts and promo codes from our partners, go to: allthehacks.com/deals Resources Mentioned Kim Scott: Website | LinkedIn Radical Candor: Be a Kick-Ass Boss Without Losing Your Humanity Radical Respect: How to Work Together Better (Available for Pre-Order) Books: The No Asshole Rule by Robert I. Sutton Thinking, Fast and Slow by Daniel Kahneman Full Show Notes (00:00) Introduction (02:13) What Is Radical Candor? (07:21) Importance of Radical Candor in Personal Relationships (16:39) How Do You Deliver Radically Candid Feedback? (19:33) Ways to Share Criticism as Feedback (25:42) 4 Steps for Soliciting Feedback (31:28) What to Do If Someone Disagrees with Your Feedback (34:17) The Differences in Radical Candor Across Different Cultures (36:47) The Negative Impact of Sharing Feedback on Text or Email (44:17) The Evolution from Radical Candor to Radical Respect (49:54) Examples of Unconscious Bias (54:01) Tactics to Handle Unconscious Bias (57:44) Applying Radical Candor and Respect with Family (1:00:41) Importance of Being Open to Criticism from Your Kids Connect with All the Hacks All the Hacks: Newsletter | Website | Membership | Email Chris Hutchins: Twitter | Instagram | Website | LinkedIn Editor's Note: The content on this page is accurate as of the posting date; however, some of our partner offers may have expired. Opinions expressed here are the author's alone, not those of any bank, credit card issuer, hotel, airline, or other entity. This content has not been reviewed, approved or otherwise endorsed by any of the entities included within the post. Learn more about your ad choices. Visit megaphone.fm/adchoices