Podcasts about Techtonic

Unveiling our new theme song by Kirk Pearson, and Big Tech alternatives Tomaš Dvořák - "Gameboy Tune" - "Mark's intro" - "Kirk Pearson unveils the new Techtonic theme song" [0:09:35] - "Mark's comments" [0:36:14] Kirk Pearson - "The Self Driving Car's Gonna Repossess Itself" [0:56:15] https://www.wfmu.org/playlists/shows/153129

In this episode of TECHtonic, host Thomas Lah is joined by Jeremy DelleTezze, TSIA's Senior Vice President of Software Development and Analytics, for a grounded and insightful conversation about deploying AI inside a real enterprise. Lah and DelleTezze discuss the practical challenges TSIA has faced firsthand—deciding whether to build or buy AI capabilities, navigating the myth of the all-powerful AI agent, addressing cultural resistance, and ensuring secure, well-defined data integration. This is not a story of hype, but of hard choices, real trade-offs, and lessons learned on the front lines.Listeners will gain actionable takeaways on how to keep AI efforts focused through clearly scoped use cases, avoid complexity with targeted agents, and fine-tune models for high-value outcomes. DelleTezze also shares how existing teams—with the right mindset—can drive powerful AI transformation without the need of an entirely new skillset. Whether you're early in your AI journey or refining your current approach, this episode delivers clarity, strategy, and inspiration.

Join Thomas Lah, Executive Director and Executive Vice President of TSIA, and Steve De Marco, CEO of Provus, for a comprehensive look at the future of professional services quoting. In this episode of TECHtonic, Lah and De Marco explore how AI-powered Configure Price Quote (CPQ) tools are transforming outdated, spreadsheet-heavy quoting processes into streamlined, data-driven engines of growth.From speed and margin clarity to machine learning-driven accuracy, this conversation unpacks the challenges of project-based professional services models and the breakthroughs that AI and guided quoting are enabling today. Whether you're still quoting in Excel, or striving for outcome-based pricing and recurring revenue models, this episode reveals why modern CPQ is no longer optional—it's essential.

'The TechTonic Show'Broadcast Date: 16 May 2025fnoobtechno.com/Support the show

We can't believe it — episode 100 of TECHtonic is here!To celebrate this milestone, we're revisiting some of the most insightful conversations Thomas has had with guests over the years. This highlight reel features powerful clips that showcase just how far we've come — and the evolution of the conversations that are shaping our industry.Curious to dive deeper into any of the full episodes you hear? Just scroll down to find the complete list:Episode 13: Zone to WinEpisode 32: Hug the BearEpisode 49: Data-Driven Everything: A Conversation with John DeereEpisode 58: How Culture Drives Results: Insights from a Culture ScientistEpisode 76: Scaling Customer Success with AI: A Deep Dive with MicrosoftTSIA Takes: Salesforce and the Customer Success + Support Services ExperimentEpisode 82: Practical Ways to Unlock Revenue Growth with AIThank you for being part of the journey. We hope you enjoy these standout moments — and here's to the next 100 episodes of TSIA's TECHtonic!

In this eye-opening episode of TECHtonic, TSIA Executive Director and Executive VP Thomas Lah sits down with Janice Lee, the new Education Services researcher at TSIA, to unpack the seismic shifts shaking up the education services landscape in the tech industry. From the rise of generative AI to the increasing demand for measurable business outcomes, this episode covers how ES leaders can not only survive—but thrive—amid the pressure to do more with less.What You'll Learn:How AI is transforming education services—from content development to adaptive learning experiences.Why “doing more with less” doesn't mean cutting quality, but rethinking roles and amplifying human creativity.The rising importance of customer value realization and how ES can drive it.The truth about monetization: Why an overwhelming majority of TSIA members are charging for education—and why your organization should too.A bold look at the future: Ambient learning, blurred service lines, and how ES will be seamlessly integrated into the customer journey.Whether you're an ES leader or instructional designer, this episode delivers insights with clarity and actionable strategies for the AI-powered services road ahead.

All tracks original mix unless otherwise specified:1. Mark Reeve & KLOSET - Seconds2. Hertz - Lucky 13 (2025 Remix)3. TWR72 - 7ECHNOLOG14. Athlantis - La Vida5. Hertz - Grisch6. Veerus - Algorythim7. Luca Agneli - Raveolution8. Bidoben - 98 Fahrenheit9. Ramon Tapia - House Of Chords10. Mauro Picotto - The Twilight Zone (V2 Taub Mix)11. UMEK & Polyvinyl - Sombre Tone12. The Advent & DJ Dextro - Chaning (Kaiserdisco Remix)13. Filterheadz - Future ShockSupport the show

Many parents of kids with disabilities share the same fear of what will happen to their child in adulthood and when they are no longer here to care for and advocate for them. Today's guest is Kimberly McCarten, CEO of Jonathan's Landing Foundation, in Orlando, FL. This remarkable organization is bringing innovation into how we service people in the adult transition by providing a bridge to communication and independence for adults across the autism spectrum. A division of Jonathan's Landing is Techtonic's Workforce Academy. This social enterprise certifies neurodivergent individuals in WISE certification, paving the way for sustainable careers in the rapidly growing tech repair industry. Join us to hear more from Kimberly!Show Highlights:Kimberly's background story in becoming the CEO of Jonathan's LandingThe story of Jonathan's Landing, its founding, and what the organization doesThe importance of “outside-the-box” thinking to highlight the strengths of these kiddosHighlights of the Techtonic Workforce AcademyClosing the gap by helping autistic kids identify an interesting career, working at this job, and keeping the jobWhat's next for Jonathan's Landing?The vision for an all-inclusive housing community to foster independenceLinks/Resources:Connect with Kimberly McCarten, Jonathan's Landing, and Techtonic: Jonathan's Landing Website, Techtonic Website, LinkedIn, Facebook, and InstagramContact us on social media or through our website for more information on the IEP Learning Center: www.inclusiveeducationproject.org Thank you for listening!Don't forget to SUBSCRIBE to the show to receive every new episode delivered straight to your podcast player every Tuesday.If you enjoyed this episode and believe in our message, please help us get the word out about this podcast. Rate and review this show on Apple Podcasts, Stitcher Radio, or Google Play. It helps other listeners find this show.Be sure to connect with us and reach out with any questions/concerns:FacebookInstagram–We are doing videos on Instagram, so connect with us there and send us your questions!TwitterIEP websiteEmail us: admin@iepcalifornia.org

In this episode of TECHtonic, host Thomas Lah, sits down with IBM Fellow Bala Rajaraman to explore the revolutionary role of AI in enterprise support services. From IBM's early AI milestones—beating world chess champion Garry Kasparov in 1997 and winning Jeopardy! in 2011—to today's cloud-based AI models optimizing business workflows, IBM remains at the forefront of AI innovation.Bala dives deep into how AI is reshaping support organizations, addressing customer experience, cost efficiency, and the evolving role of support engineers. They discuss AI-powered sentiment analysis, predictive insights, self-service solutions, and the growing need for AI-driven operational efficiency. With AI rapidly integrating into every process, businesses must navigate the balance between digital agents and human expertise while ensuring a seamless, high-value support experience.Are you leveraging AI capabilities to redefine support?

The future of customer support is here—AI-powered, intelligent, and proactive. On this episode of TECHtonic, Thomas Lah chats with Krishna Raj Raja, CEO of SupportLogic, about how AI is reshaping support organizations. Krishna shares his story about founding SupportLogic, highlighting the power of AI-driven workflows, ambient intelligence, and predictive analytics in improving customer interactions. They discuss AI's evolution from rule-based systems to decision intelligence, the role of sentiment analysis in preventing escalations, and the future of AI in enterprise workflows. If you're curious about the real-world impact of AI on customer support and how companies can leverage it for efficiency and growth, this is a conversation you need to hear!

Marathon week 2 with cohost Matt Warwick Tomaš Dvořák - "Gameboy Tune" - "PLEDGE to Techtonic 800-989-9368 or wfmu.org/donate" https://www.wfmu.org/playlists/shows/149954

How is AI reshaping the relationship between marketing and sales? In this episode of TECHtonic, host Thomas Lah, EVP and Executive Director of TSIA, sits down with Kathy Macchi, EVP of Innovation at Inverta, to explore the seismic shifts happening in B2B marketing. Kathy breaks down how today's buyers rely on self-education and independent research—rendering traditional lead generation models like MQLs obsolete. Instead, success now hinges on multi-threaded engagement, AI-powered personalization, and a new, collaborative approach to Account-Based Marketing (ABM). Discover how revenue teams can leverage AI to deliver smarter, more effective outreach and create frictionless buying experiences. Don't miss this in-depth look into the future of B2B marketing!

In this episode of TECHtonic, host Thomas Lah sits down with Steve Hallowell and Millie Beetham from ZoomInfo to explore how AI is dramatically altering B2B sales and professional services. From transforming sales teams into data-driven powerhouses to leveraging AI for predictive modeling and customer insights, they dive into the real-world applications reshaping go-to-market strategies. They also tackle the evolving role of professional services, uncovering how AI is streamlining project management, customer engagement, and request for proposal (RFP) responses. Is your sales organization truly data-driven? Tune in for expert insights, actionable strategies, and a candid look at the future of AI in sales and professional services.

Broadcast Date: 7th Feb 2025'TechTonic Show'FNOOB TECHNOSupport the show

In a world where competition is fierce, how do you stand out? On this episode of TECHtonic, host Thomas Lah sits down with Matt Kellso, Owner of Sagebrush Coffee, to explore what it takes to carve out a unique space in an overcrowded industry.Starting from his garage in 2012, Matt has grown Sagebrush Coffee into a beloved brand by leveraging fresh roasting, data-driven operations, and a deep personal connection with coffee producers. From pricing strategies to Blue Ocean thinking, from leveraging technology to understanding the power of storytelling—this episode is packed with insights that any company, whether in tech or coffee, can learn from.How do you create a business that breaks through the noise? Tune in to hear how passion, strategy, and a willingness to pivot can help any company differentiate and thrive.

During this episode of TECHtonic, TSIA's Thomas Lah examines in detail the role AI is playing in transforming competitive analysis for sales teams. He is joined by Jason Smith, CEO and Co-founder of Klue, an AI-powered competitive intelligence platform. Together, they explore how machine learning and large language models (LLMs) are revolutionizing the way sales teams gather, synthesize, and leverage competitive insights. From enhancing battle cards with real-time data to empowering salespeople with actionable deal strategies, the conversation reveals how AI can speed up decision-making, improve win rates, and help companies stay ahead of their competition. Listen in to learn about the tools and tactics that can help your team adapt to the rapidly changing landscape of competitive intelligence, and hear firsthand how AI is set to shape the future of sales strategies.

In this episode of TECHtonic, TSIA's Executive Director Thomas Lah sits down with longtime tech leader turned executive coach, Mary Cay Kosten, to explore the challenges and opportunities awaiting professionals in today's AI-driven landscape. From maintaining a positive “energy” mindset to knowing when it's time to pivot your role—or your entire career—Mary Cay draws on her breadth of experiences at Sun Microsystems, EMC, and Dell to guide you toward intentional, strategic decision-making. Tune in for practical tips on managing the rapid pace of change, prioritizing what matters to your leadership, and harnessing AI's potential without losing sight of your own personal growth. If you're ready to chart a resilient career path in the ever-evolving tech world, this is the conversation you won't want to miss!

Robert and Adam wrap up the year with a look back at the season's podcast highlights, a dive into DOGE mania, and insights into what's ahead for next year. Wishing you happy holidays!Show NotesGAO: Fraud Risk Management ReportBiden EO: Executive Order on the safe, secure, and trustworthy Development and Use of Artificial Intelligence   FedRAMP: Securing Cloud Services for the federal GovernmentEvents on the GovNavigators' RadarATARC's Public Sector Summit (December 18th) RegisterMeritalk's TechTonic celebration of FITARA's A's (December 19th) Register

Stratix has a new partnership for IT Asset Development (ITAD) and overflow repair opportunities with a philanthropic group focused on providing living and working opportunities for individuals who experience autism and other neurodiversities.  Instead of getting pennies on the dollar for your end-of-life mobile devices, what if you could get fair market value for them and also improve the lives of adults with autism? That's what Stratix's new partnership with Jonathan's Landing and its Techtonic division offers. Jonathan's Landing Foundation was created on the belief that all people with autism deserve to live lives of dignity and purpose. Techtonic has a certified team of rigorously trained neurodiverse adults who are showing the world what adults with autism can achieve.

All tracks original mix unless otherwise specified:1. Christian Varela - Jupiter (Ken Iishi Remix)2. Belocca - Emergency Banana (Extended Remix)3. Axel Karakasis - The Line4. Ramon Tapia - House Of Chords5. Heerhorst & LEVT - Champagne6. HI-LO - Hypomania (Extended Mix)7. Luciid - Era of Us8. Luca Aguilera - Zoombidos9. Marck D - The Creator10. Harvey McKay - Addicted11. EFESIAN - Little Something (Extended Mix)12.Hertz & Ramon Tapia - Just Dominate13. Frankyeffe & VERA - Its Time14. Shabaam - Block 47linktr.ee/DJ_JocksterSupport the show

Are we finally moving past the AI hype and into its real-world impact? In this episode of TECHtonic, Thomas Lah, Executive Director and EVP of TSIA, sits down with Ron Green, Co-founder and CTO of KUNGFU.AI, to explore the critical questions shaping AI adoption today. Together, they uncover why AI is no longer just a buzzword but an essential tool for transforming companies right now.From groundbreaking use cases like predicting breast cancer risk years in advance to practical applications like automating revenue forecasting and customer support, this conversation dives into the successes and pitfalls of deploying AI. Whether you're an executive grappling with ethical questions, or a business leader wondering where to begin, this episode provides actionable insights on accelerating ROI, building AI strategies, and understanding why this revolution is here to stay.Stay tuned for an engaging, no-hype conversation that will help you cut through the noise and take your first—or next—step into the AI-driven future.

During this episode of TECHtonic, host Thomas Lah has a compelling conversation with Kelley Jarrett, SVP of Revenue Strategy, Operations, and Enablement at ThoughtSpot—an AI-powered analytics platform. They discuss how AI is transforming revenue generation workflows and operational efficiency within organizations.Kelly shares her unique insights on leveraging AI for quick, data-driven decision-making, highlighting real-world use cases across industries like retail, healthcare, and aviation. She discusses ThoughtSpot's journey from an on-premise solution to a SaaS model embracing AI, and how this evolution is enabling businesses to unlock unprecedented value from their data.Listen in to discover how AI can be a game-changer in reducing costs, accelerating growth, and driving revenue excellence.

In this episode of TECHtonic, Thomas Lah welcomes Dr. Jessica Kriegel, Chief Scientist of Workplace Culture at Culture Partners. In light of today's rapid shifts in technology business models, the conversation addresses head-on the challenges of change management. Jessica shares her insights on why traditional approaches fail, the importance of continuous change, and how to cultivate a culture where employees not only embrace change but thrive in it. Drawing from her experience in the technology industry and beyond, she discusses how to build accountability, shift beliefs, and gain alignment within leadership teams. Join us as we explore strategies to navigate and lead through the constant transformation in today's technology landscape.Then catch Jessica in person at TSIA World ENVISION this October 21 - 23! In her inspiring keynote, How To Get People To Give A Sh*t, she will motivate your team to step into accountability and take an active role in growing your business impact.

On this episode of TECHtonic, Thomas asks hard questions about the shifting landscape of customer success with Nick Mehta, CEO of Gainsight. Inspired by a provocative chapter in Frank Slootman's "Amp It Up" that questions the necessity of customer success, Thomas and Nick explore the current debates and future directions of this critical business function.Nick shares his insights on why customer success is more vital than ever, especially as technology companies face increasing pressure to prove their business value. From the historical context of customer success a decade ago to today's innovative strategies, Nick discusses the integration of AI, the importance of verticalization, and the evolving roles within customer success organizations.Listeners will gain valuable perspectives on how to leverage AI for better customer experiences, early warning systems, and productivity enhancements. Nick and Thomas also tackle the challenge of balancing cost efficiency with maintaining the core capabilities of customer success teams and the necessity of adopting a beginner's mind in the face of seismic industry shifts.Tune in to receive actionable advice and discover how you can stay ahead in the debate on the value of customer success and prepare your organization for the future.

Join Thomas Lah and Chad Quinn, CEO of Ecosystems in an engaging episode of the TECHtonic podcast. Chad shares his insights on helping technology providers prove the business value of their solutions through Ecosystems' collaborative web platform and AI-driven tools like ViViEN, the Virtual Value Engineer. Discover how focusing on common objectives, quantifying root cause problems, and incorporating diverse value drivers can significantly increase win rates, renewals, and expansion opportunities. Gain valuable tips on overcoming commoditization pressures and experimenting with hybrid value-based pricing models to stay competitive in the evolving tech landscape. Don't miss this enlightening discussion on making technology business models successful by truly connecting with customer value.

Join us for the first episode of TSIA Takes, a limited TECHtonic podcast series. During this series, Thomas Lah dives deep into the pivotal question: What is the value of customer success? This pressing question has turned the customer success organization upside down as it navigates what the future of its business looks like. In this episode, Thomas is joined by Jim Roth, President of Customer Success at Salesforce, who discusses Saleforce's pioneering approach to integrating customer success, support, and training into a seamless, unified experience. They explore the dynamic roles within Salesforce, emphasizing the importance of customer success managers (CSMs) as orchestrators who ensure comprehensive customer support. Jim shares how Salesforce's strategy of merging support, training, and success roles leads to a more streamlined and compelling customer experience. This allows Salesforce to leverage data to drive customer health, adoption, and education and create a unified customer success score that guides its strategies. They also discuss the financial models behind customer success, debating the merits of monetizing versus offering services as part of the overall customer experience. Jim provides a compelling argument for why tech companies should consider customer success a critical investment rather than a cost center.Whether you're a tech industry veteran or new, this episode offers insights to elevate your understanding of customer success. Take advantage of this first episode of our TSIA takes special podcast series, which challenges conventional wisdom and provides a fresh perspective on making your customer success business model successful.

Minter Dialogue with Mark Hurst In this episode of the podcast, Minter Dial welcomes Mark Hurst, a digital strategy expert and founder of Creative Good. The conversation begins with a nostalgic reflection on their long-standing acquaintance and shared interests, particularly their collaborative work on World War II research. Mark delves into his career-long mission to improve technology for the benefit of users, highlighting his early optimism during the advent of the web in the mid-90s. He contrasts this with his current concerns about the unethical practices of the major tech companies. Mark discusses his radio show, Techtonic, which he started to address the negative impacts of these tech giants. He emphasises the importance of ethical considerations in technology development and criticises the industry's shift towards exploiting users for profit. The conversation also touches on the historical context of tech regulation, the role of customer feedback in product development, and the ethical dilemmas posed by modern capitalism. Minter and Mark explore the potential for more responsible business models, such as cooperatives and B Corporations, and reflect on the legacy of companies like Hewlett-Packard. The episode concludes with Mark recommending an insightful interview with astronomer Sam Lawler on his show, which highlights the broader implications of unchecked technological growth. If you've got comments or questions you'd like to see answered, send your email or audio file to nminterdial@gmail.com; or you can find the show notes and comment on minterdial.com. If you liked the podcast, please take a moment to go over to Apple Podcasts or your favourite podcast channel, to rate/review the show. Otherwise, you can find me @mdial on Twitter.

Join us for a captivating episode of TECHtonic, where Thomas Lah sits down with Mari Cross, Chief Customer Officer at Infor. In this insightful discussion, Thomas and Mari discuss the dynamic landscape of customer success and the crucial role of the chief customer officer.Discover how Infor navigates the challenges of transitioning from legacy systems to modern, cloud-based solutions, and how they leverage AI and automation to enhance customer experience. Mari shares her unique perspective on balancing customization with standardization, driving digital transformation, and the strategic importance of understanding industry-specific needs.Key topics include:The responsibilities and impact of the chief customer officer at Infor.Strategies for aligning sales and customer success across global regions.The shift from on-premise to SaaS and the role of AI in this transformation.Insights into the future of software business models and the move towards consumption-based pricing.Learn how Infor is leading the way in customer success and what the future holds for technology business models. Learn how Infor is leading the way in customer success and what the future holds for technology business models. Get ready to rethink your customer journey!

Join Thomas Lah in the latest episode of TECHtonic as he delves into the transformative power of AI in educational content creation. In this episode, Thomas engages in a thought-provoking conversation with Sarah Sedgman, CEO of LearnExperts, the AI tool that revolutionized OpenText's educational material production.Sarah shares her vision of democratizing the creation of high-quality training content through AI. With over 25 years of experience in instructional design, she discusses how LearnExperts leverages AI, particularly OpenAI's language models, to convert raw content into structured, impactful learning materials. From text documents to videos, their platform processes a variety of formats, significantly reducing the time and effort required for course development.Throughout the episode, Thomas and Sarah explore the practical applications of AI in learning, emphasizing the importance of human expertise in refining AI-generated content. They highlight the balance between technology and human input, ensuring high-quality, accurate educational materials.Discover how LearnExperts' strategic approach and customer success focus help clients integrate AI into their workflows, driving productivity and maintaining competitive advantage. Sarah also discusses the potential shift towards outcome-based pricing models in AI-driven solutions, providing insights into the evolving landscape of educational technology.Whether you're an instructional designer, a tech enthusiast, or someone interested in the future of AI, this episode offers valuable insights into the rapidly changing world of educational content creation. Listen in to learn how AI is a tool and a game-changer in education services.

Johnny 5 - "." BMO - "." Conky 2000 - "." Wall-E - "." Bender - "." Gumby Robots - "." T-1000 - "." SAM The Wake & Bake Morning Show Computer K9 - "." Iron Giant - "." Transformers OLD ONES Mr. Roboto - "." Crow T. Robot ROOMBA Paulie's Robot - "." Robbie Junior - "." Mechanical Turk - "." Fuureal - "." Nanobot Alpha 5 - "." Furby - "." Rosie the Robot - "." Ottoman - "." Mr. Machine - "." Robot from Lost In Space - "." Pepper the Social Robot - "." Crying baby Dolls - "." Gigantor - "." Replicant??? - "." Tobor The Great - "." Dingaling Fireman - "." Master Cylinder - "." Thermostat - "." NEW TRANSFORMERS - "." https://www.wfmu.org/playlists/shows/140615

This May, TSIA will host our INTERACT conference in Orlando, showcasing an engaging panel discussion on deploying and optimizing AI hosted by Thomas Lah. Pattabhi Raman, VP of Digital Experience at Informatica, will join the distinguished panel. Recently, Thomas had the privilege of conversing with Pattabhi, gaining exclusive insights into Informatica's strategies for achieving a successful digital customer experience. They discuss the secrets behind Informatica's success and explore how they've exponentially leveraged AI to enhance their digital-first mindset.Tune into this episode of TECHtonic for a sneak peek into how Informatica can't go wrong with its digital-first mentality, and don't miss the chance to join us at INTERACT to explore this topic even further! Register today and get ready to uncover deeper insights to empower you to craft an even more impactful digital customer experience with AI.

This May, TSIA will host our INTERACT conference in Orlando, featuring a special closing keynote by Doug Schmitt, President of Dell Technologies Services. TECHtonic host Thomas Lah recently had the pleasure of speaking with Doug one-on-one for a sneak peek into his presentation. During their conversation, Thomas and Doug delve into Dell's use of AI as the cornerstone for continuously enhancing the customer experience.Their discussion also touches on:The essential skills required to harness AI effectively in today's dynamic business landscape, as well as the nuances and strategies needed to leverage AI to its fullest potential.How Doug and his team spearheaded the deployment of AI within their organization, and its transformative impact on organizational structures.The differentiating factors between customers who thrive with cutting-edge technology and those encountering hurdles.Tune into this episode of TECHtonic for a sneak peek into Dell's winning formula, and don't miss the chance to join us at INTERACT to explore this topic even further! Register today and get ready to uncover deeper insights to empower you to craft an even more impactful customer experience with AI.

In this episode of TECHtonic, Thomas Lah chats with Justin Cawood about the complex journey of integrating AI into the operations of a large technology services provider. Together, they explore the evolution of Managed Services platforms, the initial business case for AI, and the transformative impact of AI on service delivery and customer value propositions. Additionally, Justin shares the challenges and triumphs of deploying AI from the customer perspective and helping customers realize the value of their enhanced experiences—even while preemptively addressing service issues. With a lively discussion on the ever-changing nature of AI-driven operations and the critical role of a team approach in evaluating and implementing AI solutions, this episode isn't just about technology; it's about the future of service delivery, and the strategic advantage that AI can provide to companies seeking to stay competitive in the marketplace.

Join us in the latest episode of TECHtonic, where we dive into the world of customer success with Thomas Lah and Stephen Fulkerson, VP of Customer Success Research at TSIA. In this episode, we explore how customer success can become a more effective channel for ensuring customer satisfaction and organizational success.Thomas and Stephen analyze all aspects of customer success, including:Introducing the KORE score: Keeping Organizational Outcomes, Retention, Renewal, and References Excellent, as the all-in-one solution for organizational success.Streamlining customer success to better define success, break down silos, and foster collaboration with sales.The significance of evolving job titles, such as Renewal Specialists, and what that means for compensation metrics.How to effectively harness and utilize AI capabilities in customer engagements.Don't miss out on this opportunity to learn how to empower your customer success organization with the essential tools required to survive in the uncertain future.Report: The State of Customer Success 2024

We discussed a few things including: 1. Mark's entrepreneurial journey 2. Creative Good timeline 3. His radio show, Techtonic 4. Forecast for 2024 - state of technology; CES; AI 5. Future trends Mark is the founder of Creative Good, the New York-based consultancy and creative platform that he founded in 1997. He has spent his career writing, speaking, and advising teams about how to create better products and services. He has created a number of his own projects, too.For over two decades, Mark Hurst and his team at Creative Good have advised a wide range of clients - in media, healthcare, technology, financial services, ecommerce, and more - about how to build better businesses by treating customers well.Hurst is also the creator of the Good Todo mobile productivity platform, the world's first cross-platform todo list, which he described in his first book, Bit Literacy, which introduced the "empty inbox" method of managing email (now better known as Inbox Zero).Since fall 2017 Hurst has hosted Techtonic - see techtonic.fm - a weekly FM radio show on WFMU. Here's the Techtonic podcast.Also in 2017 Hurst ran two Skeptech events questioning today's digital technology, held at WFMU. Hurst is also the founder and host of the Gel conference, which featured the first stage presentations of Khan Academy, Wikipedia, and other world-changing projects.In 2015 Hurst released the 2nd edition of his book Customers Included, which describes how teams and organizations can create successful products and strategies by including customers.In 2013 Hurst's column The Google Glass feature no one is talking about went viral, gaining worldwide media attention (and translations into six languages) and starting a conversation about the privacy implications of Google Glass and wearable tech.Brooklyn 1776, the educational mobile videogame by Hurst and the Creative Good team, won the 2016 Brooklyn Innovation Award for best indie video game.Mark holds bachelor's and master's degrees in computer science from MIT. He's also an Eagle Scout, a patented game designer (U.S. Patent #5048839), and studies Mandarin Chinese in his spare time. He lives in New York City with his wife and son.#podcast #AFewThingsPodcast

Join us in the latest episode of "TECHtonic" as we delve into the evolving world of technology support models with TSIA's Distinguished Vice President of Support and Field Services Research, Vele Galovski. In this conversation, Thomas and Vele offer a unique blend of insights and perspectives on the current and future state of technology support.They begin with the dramatic shifts observed in 2023, marked by divergent perspectives in the industry, including the bifurcation of corporate responses to economic conditions.Then they talk through the crucial role of support in driving growth, emphasizing the importance of viewing support as a strategic differentiator and an engine for customer satisfaction, while addressing the ongoing challenge of scaling service delivery and monetizing support.The highlight of the discussion is around AI's role in transforming support services. Vele introduces the concept of 'AI Base Campers' and 'AI Mountaineers,' explaining how companies are positioned in terms of AI readiness and adoption. He provides insightful statistics and real-world examples to illustrate how different organizations are leveraging AI to enhance support services, improve efficiency, and scale operations.This is a must-listen for anyone interested in the intersection of technology, support services, and AI business strategy!

Dive deep into the dynamic world of technology channel partners with TECHtonic's host, Thomas Lah, and Jay McBain, Chief Analyst of Channels, Partnerships & Ecosystems at Canalys.During this conversation, Thomas and Jay explore the evolving role of channel partners in technology business models, particularly in the context of 'as-a-service' offerings. They focus on key points such as:The shift from traditional transactions to non-transactional moments, emphasizing the partner's lifetime value in subscription models.The critical role partners play in the 'as-a-service' landscape, adapting to changing buyer demographics.The essential nature of managed services in the 'as-a-service' model, with the linchpin being continuous customer support and success.How transparent data sharing between partners and providers fosters stronger trust and collaborations for improved customer outcomes.Tune in to understand the breadth of the expanding landscape of the technology business channel, with actionable insights vital to your ecosystem's success.Research Report: The Real State of Profitable SaaS - Abriged

Historically, Customer Success organizations have relied on inconsistent metrics, lacking a unified framework for assessing renewals and expansions. Simultaneously, the common practice of using NPS is dwindling, with fewer companies finding it effective in gauging customer value. With this, the critical question arises: What should CS orgs prioritize to define improvement and success for both themselves and their customers?In this episode, we not only talk about the “what” but also dive even deeper and explore the 'how,' with telemetry being the key that unlocks both parts of the Customer Success equation.Revolutionize your approach within your Customer Success organization by listening to this thought-provoking conversation from leaders Jim Roth, VP, Customer Support at Salesforce, TSIA's Stephen Fulkerson, VP, Customer Success Research, and TECHtonic host, Thomas Lah, Executive Director and EVP.

TechTonic is a podcast series brought to you by Aimann Rasheed, one of EisnerAmper's digital transformation specialists, who guides listeners through seemingly complex topics relating to technology and their use cases. In this episode, we discuss the growing area of AI and how it applies to the everyday person.

TechTonic is a podcast series brought to you by Aimann Rasheed, one of EisnerAmper's digital transformation specialists, who guides listeners through seemingly complex topics relating to technology and their use cases. In this episode, we talk about the approaches Ahmad takes to influence behavioral change in rapidly evolving organizations, and the lessons learned through his work.

Tech companies everywhere are being challenged to grow recurring service revenues and scale customer success to nurture these recurring revenues. Today, TECHtonic host, Thomas Lah, is joined by Grad Rosenbaum, VP of Global Customer Success at HP Inc., to discuss these challenges, which are central to our current Research Journey, Protecting and Growing Your Customer Base. In this episode, Lah and Rosenbaum discuss the development of customer success at HP, the roles of sales and customer success in the expansion and renewal motions, and cost-effectively scaling customer success.Ready to learn more? Keep up to date on this subject by subscribing to TSIA's Research Journey, Protecting and Growing Your Customer Base today!

Today on TECHtonic, we dive into the role of customer success in a profitable software business model with Mike Flannagan, corporate vice president of global customer success at Microsoft.Mike and host Thomas Lah discuss what customer success entails today and how organizations can get it right, answering questions such as:How has customer success changed over the past few years?How can companies leverage data and analytics in terms of helping customers achieve business objectives?What is the role of AI in delivering customer success?What does the digital experience look like for larger, more complex customers?What should somebody newer to customer success or customer success leadership be thinking about?

Shally Stanley, SVP of Global Delivery at Salesforce, joins us on TECHtonic to discuss the future of the professional services function within technology providers. In this episode, we cover topics such as:How companies are breaking down silos between professional services, customer success, and supportKPIs and future metrics for success in professional servicesHow companies are pricing and packaging professional services offersThe impact of AI and data on consulting and professional servicesThe market's current demand for customized offers

Founding a successful SaaS company has never been easy, but as of 2022, it got much harder. Valuations took a hit, investment dollars became scarce, and for the first time ever, SaaS companies actually started laying off employees. In this episode of TECHtonic, Thomas is joined by Phil Alves, SaaS entrepreneur, CEO of DevSquad, and host of SaaS Origin Stories, a podcast where he interviews SaaS founders. In this fantastic conversation on the current state of SaaS, they discuss:How the current economic environment is impacting SaaS companiesThe best approach to starting a SaaS companyHow AI plays into SaaS valuationsWhether AI will soon start to replace technical staffReady to learn more? Keep up to date on this subject by subscribing to TSIA's Research Journey, The Year of Profitable SaaS today!

Today, we present our annual Christmas episode! In light of inflation and the fact that, for many of us, Christmas has to be different this year compared to last, we thought we'd go over the first couple chapters of Little Women and discuss how to feast in a time of fasting. *** Have you joined the Scholé Sistership yet? We are really enjoying the current Sophie Seminar, TechTonic! Together, we're reading our way around the screen time issue. The goal of this seminar is for us all to be better equipped to make just judgments in this area of life. After all, informed opinions are the only opinions worth having. It's not too late to join the seminar! Head on over to scholesisters.com/join and sign up for the Sophie plan! If you join soon, you'll also get our AMAZING Sophie Christmas gift! *** Click here to access today's show notes. Click here to join the Sistership.

Today's episode is a response to the popular saying that real education teaches kids “not WHAT to think, but HOW to think.” We think this is a dangerous false dichotomy. Can we make a good argument in favor of indoctrinating your kids? We're gonna try! *** Have you joined the Scholé Sistership yet? We are really enjoying the current Sophie Seminar, TechTonic! Together, we're reading our way around the screen time issue. The goal of this seminar is for us all to be better equipped to make just judgments regarding screens. After all, informed opinions are the only opinions worth having. It's not too late to join the seminar! All you have to do is head on over to scholesisters.com/join and sign up for the Sophie plan! *** Click here to access today's show notes. Click here to join the Sistership.

Our guest today is the one and only Rebekah Merkle. Rebekah has dabbled in a number of occupations ranging from running her own clothing label to designing fabrics to becoming a full-time high school humanities teacher (which is fitting, because she was a student in one of the founding classical Christian schools in the USA). Most importantly for today's discussion, Rebekah is the author of the book Eve in Exile, which Mystie and Brandy both read and recommend. Today's chat with Rebekah Merkle is all about educating daughters ... and launching daughters. Do you want to value homemaking while still having a well-educated daughter? If so, this conversation is most definitely for you! *** Have you joined the Scholé Sistership yet? We recently began our newest Sophie Seminar, TechTonic! Together, we're reading our way around the screen time issue. The discussions so far have been great! The goal of this seminar is for us all to be better equipped to make just judgments about this issue. After all, informed opinions are the only opinions worth having. It's not too late to join us! All you have to do is head on over to scholesisters.com/join and sign up for the Sophie plan! *** Click here to access today's show notes. Click here to join the Sistership.

Today's episode is our annual retreat episode, meaning we recorded it when we were in Dallas. As is typical of that style of recording, the sound quality is questionable ... but the content is great (if we do say so ourselves)!! We discussed the existence of the Ideal Type using David Hicks' authoritative book, Norms and Nobility. We think you'll love this conversation. *** Have you joined the Scholé Sistership yet? We just began our newest Sophie Seminar, TechTonic! Together, we're reading our way around the screen time issue. We had our first Live session on Monday and it went great! The goal of this seminar is for us all to be better equipped to make just judgments about this issue. After all, informed opinions are the only opinions worth having. It's not too late to join the seminar! All you have to do is head on over to scholesisters.com/join and sign up for the Sophie plan! *** Click here to access today's show notes. Click here to join the Sistership.