Podcasts about Zendesk

Hey CX Nation,In this week's episode of The CXChronicles Podcast #261 we were capturing live interviews at Customer Contact Week at The Caeasar's Forum in Las Vegas, NV.We joined 5,000+ attendees, from 49 states, 51 countries, and spent time meeting & learning from 250+ of the largest solution providers in the CX & customer contact center space. Let's call it what is folks, this is essentially the "Super Bowl of CX" the best & brightest companies in our game gather at CCW to talk shop & share their latest & greatest features, gadgets & services.Our guest interviews for this IRL (in-real life) event episode included: Peter Nilsson (Microsoft), Michael Kinsella & Tomas Piacek (Klearcom), Ashu Dubey (Alhena AI) Janet Vito & Emily Cash (Cyara). Each of the guests in this episode had unique points of view on the state of CX/CS/Customer Support & what the future of business will look like in today's world thanks to our favorite new little buddy, AI. **Episode #261 Highlight Reel:**1. CXC IRL Interviews from CCW Las Vegas 20252. Learnings from 250+ leading solution providers in customer contact3. Things that are top of mind for CX/CS/Support executives4. Improving your customer experience & building alongside AI for the future5. Examples of world-leading AI companies/solutions to keep your eyes onClick here to watch CXCP #261 On CXC YoutubeClick here to learn about Customer Contact WeekHuge thanks to everyone for joining us on this week's episode of The CXChronicles Podcast and featuring their work and efforts in pushing the customer & employee (agent) experience space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Apple & Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members to expand our customer focused community.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  strategic partners (Hubspot, Intercom, Zendesk, Freshworks, Forethought AI & Ascendr) + check-out the CXC Healthzone to learn more about our CX/CS/RevOps focused on-demand services.Are you looking to learn more about the world of Customer Sales & Marketing, Customer Experience, Customer Success, Employee Experience & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content. Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Customer service has undergone significant changes in just a few years. We've moved from clunky chatbots with limited menus to sophisticated AI agents that understand, respond, and solve problems in real-time. But we're now standing on the edge of something even bigger. In today's episode, I spoke with Matthias Goehler, EMEA CTO at Zendesk, about what the next wave of AI-powered customer experience looks like and how businesses can prepare for it. According to Matthias, up to 80 percent of customer interactions can now be automated with modern AI tools. This is not the frustrating automation many remember. We're talking about orchestrated systems where multiple AI agents work together.  One agent might interpret a customer's request, another retrieves information, while others take care of backend integrations. The goal is not to deflect but to resolve quickly, clearly, and with the consistency that customers expect. This shift is also reshaping internal support. Zendesk's Employee Experience Suite brings the same AI capabilities used for customer service into HR and IT workflows. Employees now have access to fast, intelligent support that mirrors the consumer-grade service they're used to in their personal lives. Crucially, we explored what this means in a European context. With strict privacy regulations, Zendesk has developed tools that enable businesses to see precisely how AI decisions are made. Matthias explained how AI reasoning controls ensure transparency, maintain trust, and allow for complete visibility into what the AI is doing and why. We also looked ahead. What happens when AI agents not only support us but begin to represent us? What if a customer reaches out, not through a human, but through their virtual assistant? That future may not be far off. Is your organization ready for this shift in how service is delivered and experienced?

Hey CX Nation,In this week's episode of The CXChronicles Podcast #260, we welcomed Patrick McCullough, President of Hallmark Business Connections, based in Kansas City, MO. Just like you rely on Hallmark to strengthen your personal relationships, you can count on them to keep your business going and growing.We help businesses by turning customers into advocates, employees into champions and companies into more connected environments all through the power of an unexpected Hallmark card.Nothing better than a "tangible thank you" in a world where everything seems to be moving towards digital. In this episode, Patrick and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at Hallmark Business Connections think through on a daily basis to build world class customer experiences.**Episode #260 Highlight Reel:**1. Hallmark cards -- the game changer in a digital world 2. Leveraging traditional mediums to grow your business & CX efforts3. Why tangible gifts & notes are still extremely beneficial in business 4. Expanding your tool-kit for customer & employee shout-outs 5. What we can learn from Hallmark about remaining relevant over decadesClick here to learn more about Patrick McCulloughClick here to learn more about Hallmark Business ConnectionsHuge thanks to Patrick for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, & Zendesk) + they can learn more about our CX/CS/RevOps On-Demand services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

In this episode of the Product Team Success podcast, I explore how AI-agentic workflows are transforming product operations teams, saving product managers 5-6 hours per week while delivering deeper strategic insights than ever before. Episode Highlights: After fifteen years leading product teams at Amazon, Just Eat and beyond, I've discovered that the difference between overwhelmed and empowered teams often comes down to one thing: how effectively they can harness agentic AI. Five exceptional product operations leaders share their practical implementations: Graham Reed: Holistic AI Systems Moving beyond point solutions to create integrated AI workflowsThe challenge of multiple disconnected AI tools in the product lifecycleWhy organizations need solutions that tie together the entire product development process Tommy Oakes: AI as the Ultimate Copilot Why we're in the "late early adopter" phase of AI implementationThe importance of keeping AI in the "passenger seat" - enhancing rather than replacing PMsHow AI enables product professionals to focus on high-impact complex problems Lucy Pinticus Rothwell: Revolutionizing Customer Feedback Analysis Implementing an LLM chatbot that analyzes Zendesk support ticketsTransforming hours of manual analysis into minutes of AI-powered insightsThe importance of leading with customer needs, not pursuing "AI for AI's sake" Joe Alim: AI-Powered Competitive Intelligence Using Perplexity for enhanced market researchHow AI dramatically expanded what one person can accomplish in competitive analysisThe surprising results when comparing AI deep research against manual competitive analysis Javier Garcia-Azorriz: Standardizing Feature Requests Creating an automated workflow using Zapier, Google Sheets and ChatGPTStandardizing feature requests for easier digestion at scaleHow automation transformed quarterly planning sessions The Future of Product Operations The future isn't about managing more tools—it's about creating cohesive AI systems where machines handle routine analysis while humans focus on strategic decisions. Whether automating feedback analysis, streamlining competitive research, or generating holistic product insights, agentic AI is transforming how product teams operate. About This Episode This episode is brought to you by Productboard, the leading product management platform trusted by customer-centric organizations like Zoom, Salesforce, and Autodesk. For over a decade, Productboard has helped product leaders build the right products faster by mastering the voice of their customer.

#updateai #customersuccess #saas #businessJoin host Josh Schachter, Co-Founder & CEO of UpdateAI, as he sits down with Cait Keohane, the Chief Customer Officer of Airtable, to explore the art of scaling world-class post-sale experiences. Cait shares her incredible journey from being one of the early employees at Zendesk and helping grow the company into a multibillion-dollar powerhouse, to stepping into her new leadership role at Airtable. Together, they explore what it takes to build robust customer management systems from the ground up, the importance of listening directly to customers, and how organizations can balance high-touch service with operational efficiency.Timestamps00:00 – Preview, Meet Cait Keohane & Learn About Airtable01:30 – Cait's Journey at Zendesk03:15 – Building Customer Success and Account Management at Zendesk07:50 – Joining Airtable as CCO08:50 – First 90 Days at Airtable: Priorities and Execution13:10 – Feedback and Voice of Customer Mechanisms15:00 – Renewal Management and Risk Mitigation19:38 – Delivering Personalized Experiences at Scale21:50 – Platform Complexity and Change Management24:50 – The Role of MVP Users and Power Builders in Scaling26:51 – Closing Thoughts and Future Outlook___________________________

Hey CX Nation,In this week's episode of The CXChronicles Podcast #259, we welcomed Joe Anderson, Senior Director - Head of CX & Digital Transformation at TaskUs based in New Braunfels, TX.TaskUs is a different breed of BPO. They are a collective of highly capable humans, who understand how to deploy technology and data to best serve your purpose. From Digital CX to Trust & Safety, AI Services, Risk + Response, Consulting, and anything in between, we consider ourselves responsible for protecting our partners' interests and supporting their long term success through innovation and technology - powered by ridiculously smart people.In this episode, Joe and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at TaskUs think through on a daily basis to build world class customer experiences.**Episode #259 Highlight Reel:**1. Leading AI-safety initiatives at TaskUs  2. Developing and leveraging AI-powered analytics for customers 3. Partnering with Decagon and Regal focusing on augmentation 4. Constant monitoring & analysis of customer interactions to fuel sales5. Leveraging playbooks & how-to guides to create incredible EX Click here to learn more about Joe AndersonClick here to learn more about TaskUsHuge thanks to Joe for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, & Zendesk) + they can learn more about our CX/CS/RevOps On-Demand services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Steve Pratt has spent a lifetime earning attention, from his time working for "the MTV of Canada" (Much Music) and as the co-creator of the most popular podcast in Canada, then as the cofounder of Pacific Content, which created podcasts for DELL, Charles Schwab, Zendesk, Slack, Atlassian and more.Steve is a past client of mine, as I helped him develop his keynote speech associated with his book, Earn It: Unconventional Strategies for Brave Marketers. When he's not traveling the world speaking, Steve is consulting his clients on how to differentiate through their creative bravery.In this episode, we dissect one of his Steve's signature stories, and we actively workshop it to flow better. It's a rare look inside the craft of how a great story comes together, and all the parts and pieces that make it gripping, surprising, and relevant to a message.Follow Steve on LinkedIn and visit his website for more.***ABOUT ME, JAY ACUNZO:Strategic Storytelling & Speaking Advisor to Experienced ProsI help my clients package and communicate their expertise to differentiate & resonate as stronger stories, speeches, and messaging, so it's easier to attract more and better clients. Go from constantly chasing business to being highly sought, relying more on the influence of your ideas and less on the volume of your marketing.Subscribe to my free newsletter at jayacunzo.comWork with me one-on-one to fix your message or nail your next speech: jayacunzo.com/servicesBook me to speak to your group: jayacunzo.com/keynotesConnect with me on social: LinkedIn, Instagram, Threads***ENJOY THE SHOW? PLEASE SAY THANKS:Leave a review on Apple Podcasts Leave a rating on Spotify 

Marcos Rivera is the founder of Pricing I/O and author of "Street Pricing." He brings 25 years of pricing experience, including a three-year tenure as an operating executive at Vista Equity Partners where he worked on pricing strategies across multiple portfolio companies. He's been running Pricing.io since 2019 and is passionate about the intersection of pricing and AI. In this episode, Marcos shares his insights on the evolving landscape of pricing in the age of AI, the importance of capturing value, and how companies can differentiate themselves in a competitive market. Together, they discuss the shift from traditional pricing models to outcome-based pricing and the role of AI in enhancing pricing strategies.   Why you have to check out today's podcast: Discover how AI is changing the pricing landscape and what it means for businesses.  Explore the relationship between pricing, value, and customer outcomes. Learn about the importance of low-friction entry points in pricing strategies.   “AI forces you to walk the walk versus talk the talk.” – Marcos Rivera   Topics Covered: 02:48 – The evolution of pricing in SaaS where the system gets credit for capturing more value using AI. 05:36 – The significance of capturing value quickly and efficiently. 08:09 – Differentiation in a competitive market and the role of pricing power. 12:16 – The importance of entry points and reducing friction for customers. 14:44 – How product design and pricing design are interconnected. 17:07 – The challenges of pricing in the AI landscape. 18:59 – Marcos's approach to using AI in pricing strategies. 28:56 – Pricing advice from Marcos.   Key Takeaways: “Pricing is about capturing value, and AI opens up new opportunities for that.” – Marcos Rivera  “Entry points matter; make them as low friction as possible.” – Marcos Rivera  “Understanding how to differentiate your offering is crucial in a crowded market.” – Marcos Rivera   People and Resources Mentioned: Steven Forth: https://impactpricing.com/podcast/691-pricing-in-the-agent-economy-the-future-beyond-subscriptions-with-steven-forth/ Vista Equity Partners: https://www.vistaequitypartners.com/ Pricing.io: https://www.pricingio.com/ Finn AI: https://www.glia.com/ Zendesk: https://www.zendesk.com/ Cursor: https://www.cursor.com/ HubSpot: https://www.hubspot.com/ Salesforce: https://www.salesforce.com/ Snowflake: https://www.snowflake.com/en/ Netflix: https://www.netflix.com/ Slack: https://slack.com/ 99designs: https://99designs.com/ DeepSeek: https://www.deepseek.com/en ChatGPT: https://openai.com/ Claude: https://claude.ai/ Grok: https://grok.com/ Perplexity: https://www.perplexity.ai/   Connect with Marcos Rivera: LinkedIn: https://www.linkedin.com/in/marcoslrivera/ Website: https://www.pricingio.com/    Connect with Mark Stiving: LinkedIn: https://www.linkedin.com/in/stiving/  Email: mark@impactpricing.com  

Today's interview is with Naomi Rankin, the Manager of Global Customer Care at Lush, the British cosmetics retailer. I spoke to Naomi when I attended Zendesk's recent Relate event, which took place in Las Vegas on March 25th-27th. We talk about her highlights from the event, what customer care means to Lush, their approach to AI and her journey with Lush from starting work in one of their shops to now managing the global customer care team that covers 24 markets, 15 different languages, and another 20 partner markets. This interview follows on from my recent interview – Omnichannel was a myth – Interview with Gaurav Passi of Zingly – and is number 541 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.

In this episode we interview Pat Copeland and get a first hand account of how the Dash Button idea was originally tested at Amazon. Everything from how the idea emerged from Bezos' morning puttering time to the cognitive load customers experienced pushing a button to order a box of sweets and eventually to products like detergent. Even though the product was discontinued, the learning they captured along the way influenced other Amazon initiatives such as Alexa, smart subscriptions, and auto-stocking appliances.Pat shares his perspective on entrepreneurial thinking and building a culture of experimentation from Amazon, but also his time in leadership roles at companies like Autodesk, Microsoft, Google and Zendesk. We wrapped up our conversation with the challenges of scaling ideas, and the future of machine learning in commerce with his latest endeavor, Moloco.

Innovation comes in many areas, and compliance professionals need to be ready for it and embrace it. Join Tom Fox, the Voice of Compliance, as he visits with top innovative minds, thinkers, and creators in the award-winning Innovation in Compliance podcast. This series is introduced by Tom Fox and hosted by Roxeanne Petraeus. Ethena sponsors this special five-part series on Innovation in Compliance. In this episode, Roxeanne Petraeus sits down with Catherine Choe, Chief of Staff to the Chief Legal Officer at Zendesk to discuss Choe's unique career path leading to her current role at Zendesk. The conversation delves into compliance best practices, highlighting Choe's insights on making training programs effective and engaging. They explore the implementation of innovative approaches like the ‘test out' feature and the potential impact of AI on compliance. The discussion underscores the importance of a customer-centric approach and adaptability in compliance training. Key highlights: Catherine Choe's Career Journey Best Practices in Compliance Operationalizing Compliance Training Innovative Approaches: Test Out AI's Impact on Compliance Feedback and Customization Resources: Catherine Choe on LinkedIn Zendesk Website Zendesk on LinkedIn Ethena Website Roxanne Petraeus on LinkedIn Ethena on LinkedIn Tom Fox Instagram Facebook YouTube Twitter LinkedIn

Mentorwerk - In dieser Folge ist Tim Schmaddebeck, CEO & Founder, mein Gast. Wir sprechen darüber, wie Unternehmen eine Kultur schaffen, in der eigenständiges Denken gefördert wird – nicht durch starre Prozesse, sondern durch Vertrauen, gute Fragen und echte Lernräume. Tim teilt konkrete Erfahrungen aus seiner Arbeit mit Talenten und erklärt, wie kleine Veränderungen langfristig große Wirkung entfalten. Besonders spannend: Wie Führungskräfte als Mentoren wirken können und warum das oft unterschätzt wird.Buchtipps aus dem Gespräch:Die 1%-Methode – James ClearSlight Edge – Jeff OlsonThe Mom Test – Rob FitzpatrickWerbepartner dieser Folge:Besserer Mitarbeiter-Service mit ZendeskMitarbeitende haben Fragen wie „Wo finde ich meine Gehaltsabrechnung?“ oder „Wie beantrage ich Elternzeit?“ – und HR jongliert E-Mails, Tickets und verstreute PDFs. Zeit für eine smarte Lösung! Mit der KI-gestützen Lösung für den Mitarbeiterservice von Zendesk bekommen eure Teams schnelle, relevante Antworten, automatisierte Workflows und Support – jederzeit und überall. Keine langen Wartezeiten, keine Umwege – einfach guter interner Service. Denn am Ende bleiben Mitarbeitende dort, wo sie sich gut betreut fühlen. Klingt gut? Weitere Informationen zum Angebot von Zendesk findet ihr hier. Aufgepasst: Außerdem findet am 20. Mai in Berlin das große Zendesk Showcase Event statt. Dort erfahrt ihr, wie zeitgemäßer Kunden- und Mitarbeiterservice die Zukunft gestaltet. Alle Infos zu dem Event findet ihr hier.Bleib up to date mit unserem HR Weekly Newsletter! Melde dich hier an: ⁠⁠Anmelden⁠⁠ Hier findest du mehr über unsBesuche unsere ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Website⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Folge uns auf ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Send us a textMany companies start their customer service operations with shared inboxes due to their affordability and ease of setup—making them an ideal solution for resource-constrained startups. These email-based systems offer a unified communication channel that simplifies customer interactions and promotes internal collaboration. However, as businesses grow and customer expectations evolve, shared inboxes struggle to support omnichannel engagement and scalable service delivery. While platforms like Zendesk offer powerful features to fill this gap, they often sacrifice the simplicity that made email systems appealing in the first place. This is where Front positions itself uniquely, combining the intuitive nature of email with the advanced capabilities of a customer communication platform, enabling teams to deliver personalized, efficient support across multiple channels without losing the collaborative benefits of a shared inbox.In today's episode, we invited a panel of industry experts for a live discussion on LinkedIn to conduct an independent review of Front's capabilities. We covered many grounds, including where Front might be a fit in the enterprise architecture and where it might be overused. Finally, they analyze many data points to help understand the core strengths and weaknesses of Front.Background Soundtrack: Away From You – Mauro SommFor more information on growth strategies for SMBs using ERP and digital transformation, visit our community at wbs.rocks or elevatiq.com. To ensure that you never miss an episode of the WBS podcast, subscribe on your favorite podcasting platform.

What does it take to power 5 billion customer resolutions a year—with speed, empathy, and zero shortcuts? At Zendesk, AI plays a central role. It learns from massive data, follows clear rules, and helps teams make service feel more human. On this episode of The Modern Customer Podcast, I speak with Shashi Upadhyay, President of Products, Engineering, and AI at Zendesk, about how they're building AI that scales globally and enhances every human interaction it touches.

In this FINAL episode of season "In the Company of Women", Kate Syuma dives into a conversation with Sera Tajima, Conscious Tech Advisor, angel investor, and former product designer at Webflow and Zendesk, to explore her journey into climate tech advisory and angel investing. Sera shares how her father's passing became a pivotal moment that shaped her perspective, how her background in product design influences her approach to climate tech startups, and why authenticity is the key to finding meaningful partnerships in the conscious tech space.Listen now on Apple, Spotify, and YouTube.—One more special update for you

Inteligência artificial, inovação e dados direcionando as experiências de clientes em diversos segmentos de negócios mais uma vez em pauta hoje, aqui no Start Eldorado, que mostra a segunda parte da cobertura do Zendesk Relate 2025, um dos maiores eventos de CX (costumer experience) do mundo. Toda uma nova geração de agentes de IA já funciona nos bastidores do atendimento, sendo capaz de resolver qualquer tipo de demanda, de forma autônoma, com base em milhões de dados, milhares bancos de informações e plataformas de alto poder de computação, podendo em segundos cruzar dados, analisar o histórico da pessoa e propor uma resolução. Você fica sabendo mais sobre como essa tecnologia funciona, como ela é implementada e como os resultados são acompanhados em insights com Tom Eggemeier, CEO; Shashi Upadhyay, presidente de IA; Adrian McDermott, CTO; e Rafael Lameirão, vice-presidente de vendas, todos da Zendesk, além de Alan Barsi, VP da Madeira Madeira. O programa vai ao ar todas as quartas-feiras, às 21h, em FM 107,3 para toda a Grande São Paulo, site, app, canais digitais e assistentes de voz.See omnystudio.com/listener for privacy information.

Zendesk has made a significant shift in its pricing model by moving away from traditional seat licenses to an outcome-based pricing structure. This change, articulated by CEO Tom Eggemeier, means that customers will only pay when an AI agent successfully resolves a business problem. This approach aligns with a broader industry trend towards consumption-based pricing, where costs are directly linked to the value delivered rather than the number of licenses or usage. As organizations increasingly adopt AI technologies, this model could reshape the software landscape, pushing providers to rethink their value propositions and focus on delivering tangible business outcomes.The Cybersecurity and Infrastructure Security Agency (CISA) is facing challenges as two high-ranking officials resign amid budget cuts that threaten to reduce its workforce by nearly 40%. The agency's Secure by Design initiative, aimed at enhancing software security, may be impacted by these changes, raising concerns about the future of national cybersecurity efforts. Additionally, CISA has halted the use of certain threat-hunting tools, which could further hinder its ability to address cyber threats effectively. The situation highlights the critical need for managed service providers (MSPs) to adapt their business models to incorporate security measures that align with evolving regulatory and customer demands.Kaseya and other companies are introducing AI-driven tools designed to enhance IT management and cybersecurity for managed service providers. Kaseya's Spring 2025 release includes features that automate workflows and improve user experience, while Cork Protection has launched a tool to help MSPs quickly assess cyber insurance policies. These innovations reflect a growing trend in the industry to leverage AI for operational efficiency and improved service delivery. As MSPs adopt these technologies, they can better position themselves to meet client needs and navigate the complexities of cybersecurity.OpenAI has partnered with The Washington Post to enable ChatGPT to summarize and link to the newspaper's reporting, marking a significant development in the relationship between AI and journalism. This collaboration aims to enhance the quality of information provided to users while raising questions about copyright and the reliability of AI-generated content. Despite OpenAI's advancements in research capabilities, concerns remain about the accuracy of AI in complex tasks. The partnership underscores the ongoing tension between the demand for high-quality information and the challenges of integrating AI into content creation and dissemination. Four things to know today 00:00 Zendesk Drops Per-User Pricing—Now It's Pay When AI Gets the Job Done03:56 Cyber Shakeup: CISA Faces Staff Exodus and Tool Loss While Pentagon Tightens Software Security Standards06:52 From Cyber Orchestration to Frontline AI: New Releases Highlight MSP-Centric Innovation Across the Ecosystem10:35 As OpenAI Partners with Major Newsrooms, Benchmark Reveals Deep Research Still Struggles with Accuracy  Supported by: https://timezest.com/mspradio/ https://www.huntress.com/mspradio/ All our Sponsors: https://businessof.tech/sponsors/ Do you want the show on your podcast app or the written versions of the stories? Subscribe to the Business of Tech: https://www.businessof.tech/subscribe/Looking for a link from the stories? The entire script of the show, with links to articles, are posted in each story on https://www.businessof.tech/ Support the show on Patreon: https://patreon.com/mspradio/ Want to be a guest on Business of Tech: Daily 10-Minute IT Services Insights? Send Dave Sobel a message on PodMatch, here: https://www.podmatch.com/hostdetailpreview/businessoftech Want our stuff? Cool Merch? Wear “Why Do We Care?” - Visit https://mspradio.myspreadshop.com Follow us on:LinkedIn: https://www.linkedin.com/company/28908079/YouTube: https://youtube.com/mspradio/Facebook: https://www.facebook.com/mspradionews/Instagram: https://www.instagram.com/mspradio/TikTok: https://www.tiktok.com/@businessoftechBluesky: https://bsky.app/profile/businessof.tech

Today's interview is with Don Schuerman, the CTO at Pegasystems, an industry-leading low-code platform for AI-powered decisioning and workflow automation. Don joins me today to talk about the upcoming PegaWorld 2025 (PegaWorld is taking place at the MGM Grand in Las Vegas from June 1st to the 3rd), Agentic AI (obvs.), how some organizations are implementing agentic solutions and it is causing chaos, a better way to do it, Pega Blueprint, legacy transformation and how to get it right. This podcast is sponsored by Pega. This interview follows on from my recent interview – Starting a resolution revolution – Interview with Tom Eggemeier, Adrian McDermott and Matthias Göhler of Zendesk – and is number 538 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.

This episode features an interview with Bill Macaitis, Founder & CEO, SaaS CMO Pro, where he shares growth strategies for SaaS and AI companies. His past roles include CMO positions at Slack and Zendesk, and SVP of Marketing at Salesforce. Bill joins the podcast to discuss findings from a recent survey of over 300 B2B marketers that gives insights into marketing strategies and budgets. He shares what they learned about marketing versus sales budgets, the most common attribution model, and more. Key Takeaways:Companies that are growing the fastest, invest the most in marketing. While cause and effect of that correlation is unclear, it's an interesting finding. Pipeline generation was one of the most tracked metrics for CMOs, which is a nice move away from only looking at MQLs or leads. Unfortunately, awareness was rarely tracked, making it hard for marketing teams to invest in long-term initiatives. A lot of companies, 65 percent, continue to use first or last touch attribution models.  Quote:  So, what we learned is a lot of companies, I think especially in their earlier stages -  percent still use first- or last- touch.  It's kind of crazy. I'm still shocked by it.  I remember my time at Salesforce,  I was running the marketing ops team at that point, along with a couple other teams, and  I just did a deep dive into attribution. Like I really wanted to understand like, hey, how many touches are people having with us before they became a lead? And then how many touches before they became a customer? What we would see is people would have 10, 20, 30 interactions or touches with us before they became a lead, and then they'd have like another 20 or 30 before they became a customer. And just imagine giving all the credit to the very first or last thing. And by the way, it's one of the reasons Google got so big was because a very common last touch thing is they will search on your company name. Branded search, right? And it's like, oh, like the SEM guys are like, this is amazing, right? We need to spend more on Google because they're producing these massive deals. And it's like, well wait, what about all the stuff in the middle?Episode Timestamps: *(03:48) Marketing Strategies and Budgeting*(22:31) Attribution Models in Marketing*(26:44) Top Metrics for B2B SaaS and AI Companies*(31:06) Marketing's Role in Revenue and ExpansionSponsor:Pipeline Visionaries is brought to you by Qualified.com. Qualified helps you turn your website into a pipeline generation machine with PipelineAI. Engage and convert your most valuable website visitors with live chat, chatbots, meeting scheduling, intent data, and Piper, your AI SDR. Visit Qualified.com to learn more.Links:Connect with Ian on LinkedInConnect with Bill on LinkedInLearn more about SaaS CMO ProLearn more about Caspian Studios

Uma nova e revolucionária geração de agentes de Inteligência Artificial vem protagonizando o atendimento ao cliente com prioridade na experiência do consumidor (CX) em diversos segmentos de negócios. Com acesso a milhares de bancos de dados com informações, experiências anteriores, casos de uso, dados sobre produtos e suas características e milhares de outras variáveis, em ecossistemas com alto poder computacional, os agentes de IA integrados trabalham como um verdadeiro time focado em resolução de problemas, sendo capazes de ir a fundo na busca e análise de dados para propor aos consumidores as melhores e mais eficientes soluções para determinada demanda de forma rápida, assertiva e sem atritos - muitas vezes raciocinando de forma autônoma ou mesmo funcionando como co-pilotos a atendentes humanos.Personalizando a experiência e encantando o consumidor ganha, também, a empresa, que passa a contar com dados preciosos para alimentar seu negócio de forma dinâmica, conectada e sustentável, com ainda mais inteligência. O Start Eldorado destaca todos estes temas na edição de hoje, em um programa especial gravado no Zendesk Relate 2025, evento que reuniu, nos Estados Unidos, milhares de líderes e especialistas no tema e autoridades globais. O apresentador Daniel Gonzales conversa com Walter Hildebrandi, CTO Latam da Zendesk; Patrícia Tomazel, coordenadora de Atendimento ao Cliente da Tramontina; e Renan Bisato, diretor de Operações da CISS. O programa vai ao ar todas as quartas-feiras, às 21h, em FM 107,3 para toda a Grande São Paulo, site, app, canais digitais e assistentes de voz.See omnystudio.com/listener for privacy information.

Today's podcast is a two-parter and features interviews with Tom Eggemeier, Adrian McDermott and Matthias Göhler, which took place at Zendesk's recent Relate event, which took place in Las Vegas on March 25th-27th. Tom Eggemeier is the Chief Executive Officer of Zendesk, Adrian McDermott is the Chief Technology Officer at Zendesk, and Matthias Göhler is EMEA Chief Technology Officer at Zendesk. We talk about all of the latest developments at Zendesk, some of the big product announcements, starting another revolution and how knowledge is the coal in this latest industrial revolution. This interview follows on from my recent interview – AI-driven search volumes are exploding and what brands should be doing about it – Interview with Vivek Pandya of Adobe – and is number 537 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.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #258 we were live at Cyara XChange 2025 based in The W Hotel in downtown Austin, TX. XChange is an industry event focused solely on customer experience assurance, where industry leaders come together with peers and industry experts, as well as Cyara leaders and product teams, to network, collaborate, and gain new strategies to help achieve their CX/CS objectives and elevate key contact center performance metrics for the future.Our guest interviews for this IRL (in-real life) event episode included: Peter Nilsson & Aravinda Damarla (Microsoft), Erica McMannes (Instant Teams), Deon Nicholas (Forethought AI), Rishi Rana (Cyara), Abhijit Banerjee (Canada Life) & Mitch Risner (Cyara). Each of the guests in this episode had unique points of view on the state of CX/CS/Customer Support & what the future of business will look like in today's world thanks to AI. In this episode, Adrian chats with the XChange 2025 guests about how they are equipping their customers & teammates with the power of AI + building flexible new solutions to scale their business into the future.   **Episode #258 Highlight Reel:**1. Cyara XChange live interviews from customer focused business leaders 2. Information exchange of ideas for CX & EX opportunities  3. Conversational AI game changing solutions 4. Improving your customer experience & building for the future 5. Examples of world-leading AI companies/solutions to keep your eyes on Click here to learn about CyaraClick here to learn about XChange 2025 EventHuge thanks to everyone for joining us on this week's episode of The CXChronicles Podcast and featuring their work and efforts in pushing the customer & employee (agent) experience space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, Zendesk, Freshworks, Forethought AI & Ascendr) + they can learn more about our CX/CS/RevOps focused services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Sales & Marketing, Customer Experience, Customer Success, Employee Experience & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content. Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

In this exclusive UC Today interview, David Dungay sits down with Mike Promotico, CEO of ProTelesis, to discuss the company's game-changing partnership with Intermedia.With a strong white-label strategy and a deep focus on Microsoft Teams integrations, ProTelesis is revolutionizing how businesses adopt cloud-based CX, AI-driven collaboration, and secure archiving. If you're looking for insights into real-world Teams success stories, AI adoption, and the power of white-labeling—this is a must-watch!Microsoft Teams is everywhere—but how do businesses fully capitalize on it without losing their customer relationships? ProTelesis and Intermedia have cracked the code by leveraging white-label solutions, seamless Teams integrations, and cost-saving AI-powered tools. In this episode, we discuss:White-Labeling for Success: Why ProTelesis chose Intermedia to retain full control over customer relationshipsMicrosoft Teams Integrations: How their approach supports E3/E5 licenses, CRM platforms (Salesforce, ServiceNow, Zendesk), and custom vertical solutionsAI & Automation in Cloud Communication: The role of AI-powered tools in call recording, archiving, and contact center efficiencyCustomer Retention & Expansion Strategies: How ProTelesis is keeping clients engaged while acquiring new ones through tech-driven solutions

What does it really take to make go-to-market teams more efficient? Our guest on this episode, Jen Igartua, works on answering this question every day. Jen is the CEO of Go Nimbly, a 60-person RevOps agency for Mid-Market & Enterprise SaaS companies. With an amazing roster of clients that includes Zendesk, Twilio, Snowflake, Intercom, and others, she and her team help companies solve what's getting in the way of growth.When you spend your days advising companies on how to operate more effectively, it's easy to think you've seen it all. But not Jen. She's a relentless learner. In our conversation, we demystify what GTM efficiency actually looks like behind the scenes, how her team is implementing AI in practical ways for clients, and why, despite all of Go Nimbly's success, she doesn't really focus on innovating internally within their business.Be sure to check out Go Nimbly's first conference, RevFest, on June 10 in Brooklyn: https://revfest.gonimbly.com/Like this episode? Be sure to leave a ⭐️⭐️⭐️⭐️⭐️⭐️ review and share the pod with your friends! You can connect with Sean on LinkedIn or subscribe to our YouTube channel.

In the latest episode of The Modern Customer Podcast, Tom Eggemeier, CEO of Zendesk, shares what's next for CX—and why the future is all about outcomes, not tickets. The conversation explores Zendesk's new Resolution Platform and the real-world impact of Agentic AI. Key takeaways include: ✅ The shift from interactions to real resolution ✅ Agentic AI that acts, adapts, and anticipates ✅ A business model that only wins if customers do ✅ The 3 biggest CX shifts redefining loyalty, automation, and the human touch If you're thinking about where customer experience is headed, this episode offers a clear and optimistic view of what's possible.

Hoje, vamos discutir um tema crucial: como fazer Vendas e Marketing andarem de mãos juntas.  Se você é empreendedor em fase inicial ou está buscando maior previsibilidade de vendas, este episódio vai te ajudar a alinhar processos, trazer novas perspectivas e construir um funil robusto de captação e retenção de clientes.Para isso, recebo aqui o Alan Schulte, Diretor de Vendas para Pequenas e Médias Empresas da Zendesk na América Latina, que tem mais de 20 anos de experiência em impulsionar negócios através da união entre marketing, vendas e atendimento ao cliente.Falando em Zendesk, essa é uma parceira aqui do Growthaholics, e para os ouvintes do nosso episódio, ela disponibiliza a melhor solução para potencializar a relação com o seu cliente. A Zendesk Suite, integra  e-mail, chat, redes sociais e muito mais — tudo com o suporte da IA! Os ouvintes do Growthaholics garantem 6 meses grátis da Zendesk Suite e do CRM de vendas, além de 30% de desconto no primeiro contrato anual. Você também conta com benefícios VIP, como uma integração individual dedicada com a equipe de sucesso, além de eventos e recursos educacionais exclusivos.Clique aqui e inscreva-se no Zendesk para startupsVamos para o ACE Summit? ⁠Garanta seu ingresso aqui.⁠Recomendação do convidado: Livro: ⁠Consciência nos Negócios  –  Fred KofmanPara conferir mais conteúdos,⁠⁠⁠ ⁠⁠⁠⁠⁠⁠acesse nosso site⁠⁠⁠⁠⁠⁠⁠⁠⁠ !Instagram :⁠⁠⁠ ⁠⁠⁠⁠⁠⁠@aceventuresbr⁠⁠⁠⁠⁠⁠⁠⁠⁠Linkedin :⁠⁠⁠ ⁠⁠⁠⁠⁠⁠ACE Ventures⁠⁠⁠⁠⁠⁠⁠⁠⁠E-mail : ⁠⁠⁠⁠⁠⁠contato@goace.vc⁠⁠⁠⁠⁠⁠Este episódio foi editado por Denys Argyriou (@argyriou_)

In this episode of The Silicon Valley Podcast, we sit down with Tom Eggemeier, CEO of Zendesk, to discuss the transformative power of AI Agents, the evolving landscape of M&A, and the future of customer experience. Tom shares his insights on how businesses can leverage AI to drive growth, the decision-making process behind strategic acquisitions, and what's next for Zendesk. What You'll Learn in This Episode: ✅ AI Agents vs. Traditional AI – What sets them apart and how they're reshaping customer service. ✅ The Role of AI in Business Growth – How AI can enhance both customer and employee experiences. ✅ M&A Strategy at Zendesk – The company's approach to acquisitions and lessons from past deals. ✅ AI's Impact on Competitive Advantage – Will AI adoption create stronger moats or increase disruption risks? ✅ Zendesk's Future Vision – What innovations are coming and where the company is headed in the next decade. Key Questions We Discuss:

In this episode of OnBase, host Chris Moody sits down with Craig Chiofalo to explore what it truly takes to build and lead a world-class support engineering organization. Craig pulls back the curtain on the operational strategies and tech stack powering Demandbase's award-winning team—including how tools like Salesforce Einstein and SupportLogic are transforming their approach to proactive support. He also shares lessons on hiring for excellence, scaling impact without ballooning headcount, and why deep, daily collaboration across product, engineering, and customer success is the cornerstone of lasting success.Key takeawaysRight Team, Right Tech: Hiring the right talent, enabling them with strong onboarding and internal tools, and layering in AI-driven technologies can drive exponential impact without scaling the team linearly.Cross-Functional Collaboration Is Everything: Craig attributes much of the team's success to deep integration with product, engineering, and customer success—teams that work together daily to elevate the customer experience.Award-Winning Process Maturity: From rewritten job descriptions to internal training certifications and advanced sentiment monitoring, Craig's team has refined its approach year after year to earn industry recognition.Operationalized AI: AI tools like SupportLogic and Salesforce Einstein are leveraged not just for efficiency, but for better sentiment analysis, proactive support, and smarter data insights.Measure What Matters: In addition to SLAs, Craig's team emphasizes customer satisfaction and effort scores—tracking detailed metrics while staying focused on proactive issue resolution.QuotesOn Team Excellence“This team is phenomenal—not just individually, but in how they collaborate. That synergy is the catalyst behind everything we've achieved.”On Leveraging AI Thoughtfully“AI should be seen as an assistant. It's like a dishwasher—you still load it and unload it, but it saves time and effort on repetitive tasks.”(04:00): How Craig rewrote job descriptions and created testing processes to hire and retain top-tier talent.(09:00): A deep dive into Salesforce Service Cloud, SupportLogic, and the internal troubleshooting app that dramatically reduces time to resolution.(14:00): How the team uses data and proactive alerts to prevent fires before they happen.(18:00): Craig's thoughtful breakdown of AI as a productivity enhancer, not a replacement.Tech RecommendationsSalesforce Service Cloud + Einstein: A central support platform now enhanced with AI capabilities for smarter case handling.SupportLogic: Real-time sentiment analysis and escalation prediction across customer interactions.Resource RecommendationsNewsletter:MIT Technology Review – AI-focused and practicalHarvard Business Review – Daily updates on leadership and strategyMcKinsey – Insightful newsletters with AI-related contentShout-outsUmberto Milletti, Chief R&D Officer at DemandbaseAngelle Stromeyer, RVP Customer Success at DemandbaseErika Setla, Sr. Director, CX Strategy & Ops at DemandbaseAbout the GuestCraig Chiofalo is a customer-focused leader with over 20 years of experience directing customer support, service, and success teams across SMB to enterprise clients. Currently Vice President of Support Engineering at Demandbase, Craig leads a Stevie Award–winning team recognized for delivering outstanding customer service. He brings a proven track record of building high-performing, collaborative teams that exceed goals, with a leadership style rooted in fairness, energy, and a deep passion for technology.Craig has held key roles at IBM, Silverpop, CallRail, Calendly, and Salsify, often joining during critical growth phases to scale operations, implement smart automation, and drive cross-functional alignment. His expertise spans platforms like Salesforce, Zendesk, Jira, Confluence, and SQL—always with a hands-on, data-informed approach to delivering exceptional customer outcomes.

L'IA peut-elle vraiment simplifier la vie des salariés ? Dans cet épisode, je reçois Caroline Jessen, ancienne Chief People Officer chez Zendesk, pour parler de l'impact de l'IA sur le métier des Ressources Humaines … et sur le quotidien des collaborateurs.Avec 25 ans d'expérience dans des grands groupes comme Cisco ou IBM, Caroline a vu l'évolution des RH de l'intérieur. Aujourd'hui, elle partage comment l'automatisation transforme l'expérience employé : de la gestion des demandes administratives à l'accompagnement humain.Points clés :L'IA dans les RH : gain de temps ou perte de lien humain ?Réduire l'administratif : quelles tâches sont concernées ?Libérer du temps des RH et des managers pour investir dans l'écoute et le coachingLe rôle clé des managers dans la transmission du savoir-êtreLes risques : suppression de postes, manque de transmission, appauvrissement des parcours professionnelsFormer les jeunes RH : comment les préparer à ce changement ?Réinventer les métiers avec l'IA : le rôle stratégique des RHPour Caroline, l'IA est une opportunité… à condition de l'utiliser pour renforcer le lien avec les salariés. Automatiser oui, mais pour mieux accompagner.

Neste episódio especial, estreando uma nova série do Growthaholics, Pedro Waengertner recebe Pedro Carneiro, sócio da ACE Ventures, para analisar em profundidade o case OpenAI — uma das empresas mais revolucionárias dos últimos tempos.Vamos explorar como a OpenAI se tornou referência global em inteligência artificial, moldando o presente e influenciando diretamente o futuro dos negócios, da tecnologia e da sociedade.Prepare-se para insights práticos, reflexões estratégicas e os bastidores de uma potência que está redefinindo o mercado.Quer transformar a experiência do seu cliente?A Zendesk, parceira do Growthaholics, oferece a solução ideal para startups e empresas que querem elevar seu atendimento a outro nível. Com a Zendesk Suite, você integra e-mail, chat, redes sociais e muito mais — tudo com o poder da inteligência artificial.E tem mais: ouvintes do Growthaholics ganham 6 meses grátis da Zendesk Suite e do CRM de Vendas, além de 30% de desconto no primeiro contrato anual.Ainda recebe benefícios VIP, como integração individual com o time de sucesso da Zendesk, acesso a eventos exclusivos e recursos educacionais para escalar seu negócio.⁠Clique aqui e inscreva-se no Zendesk para startupsPara conferir mais conteúdos,⁠⁠⁠ ⁠⁠⁠⁠⁠⁠acesse nosso site⁠⁠⁠⁠⁠⁠⁠⁠⁠ !Instagram :⁠⁠⁠ ⁠⁠⁠⁠⁠⁠@aceventuresbr⁠⁠⁠⁠⁠⁠⁠⁠⁠Linkedin :⁠⁠⁠ ⁠⁠⁠⁠⁠⁠ACE Ventures⁠⁠⁠⁠⁠⁠⁠⁠⁠E-mail : ⁠⁠⁠⁠⁠⁠contato@goace.vc⁠⁠⁠⁠⁠⁠Este episódio foi editado por Denys Argyriou (@argyriou_)

If there's something we all love, it's to root for david beating goliath.And right now, there's a small team doing just that. Pylon, led by Marty Kausas, is going head to head with Zendesk.Naturally, we asked Marty to share their playbook.(00:00) - Introduction (01:17) - The Motivation Behind Building Pylon (01:52) - The Journey to Becoming A-List (02:19) - Board Games and Strategic Thinking (04:16) - Targeting a Massive Market (09:46) - Building the First Product (11:42) - Competing with Giants (18:59) - Product Development and Marketing Strategies (26:35) - Embracing a Heavy Debate Culture (29:24) - Leveraging LinkedIn for Business Growth (38:22) - Scaling Sales and Hiring Strategies (42:31) - Navigating AI in Customer Support (47:59) - Reflecting on Business Learnings and Future Plans Never miss a new episode, join our newsletter on revenueformula.substack.com

Pylon is pioneering the first customer support platform purpose-built for B2B companies, securing $20 million in funding to transform how B2B companies interact with customers post-sale. In this episode of Category Visionaries, I spoke with Marty Kausas, CEO and Co-Founder of Pylon, about his journey from Airbnb software engineer to category creator. Marty shares how Pylon evolved from a Slack connector tool to a comprehensive platform challenging incumbents like Zendesk and Salesforce Service Cloud by addressing the unique challenges of B2B support. Topics Discussed: Pylon's evolution from a Slack connector to a full B2B support platform The fundamental differences between B2B and B2C customer support needs How B2B companies struggle with disconnected post-sales teams (support, success, solutions, professional services) The pivot process: from failed ideas to finding product-market fit Leveraging LinkedIn for marketing and pipeline generation Using "villain brands" as positioning targets (positioning against Zendesk) Founder-led marketing strategies that drive growth The process of creating and evangelizing a new category   GTM Lessons For B2B Founders: Customer discovery through direct outreach: Marty's team sent 120 personalized LinkedIn messages daily to potential customers before landing on their product idea. Rather than starting with their own problems, they systematically researched market gaps by targeting professionals with newer job titles that might indicate emerging workflows. Follow emerging communication trends: Pylon identified a key trend where B2B companies were supporting customers through Slack and Teams channels but lacked tools to track, measure, and integrate these conversations with their existing systems. B2B founders should look for similar shifts in how their target customers are working and identify the gaps in tooling. Identify "villain brands" in your space: Positioning against an incumbent that customers are frustrated with can be powerful. Marty's team positions Pylon as "building the next Zendesk," which immediately resonates with prospects tired of tools built for B2C use cases being forced into B2B environments. Double down on what works: When Pylon discovered LinkedIn was generating half their pipeline, they intensified their efforts rather than diversifying too early. Marty now spends 5+ hours every Sunday batch-writing LinkedIn posts for all three co-founders. Embrace founder-led marketing for early-stage B2B: Personal brands drive B2B buying decisions. Marty emphasizes that people connect with people, not companies. His most successful content combines build-in-public transparency (showcasing Pylon's growth) with personal storytelling that humanizes the brand and creates emotional connections with prospects.   //   Sponsors: Front Lines — We help B2B tech companies launch, manage, and grow podcasts that drive demand, awareness, and thought leadership. www.FrontLines.io The Global Talent Co. — We help tech startups find, vet, hire, pay, and retain amazing marketing talent that costs 50-70% less than the US & Europe.  www.GlobalTalent.co  

Hey CX Nation,In this week's episode of The CXChronicles Podcast #257, we welcomed Tony Lama, SVP & GM of Product at Avaya based in Morristown, New Jersey. Avaya gives their customers the freedom to take their business in the directions that benefit them most. They provide the paths for both customers and their employees where every moment big and small can drive in the moment, memorable experiences.In his role as SVP & GM of Product at Avaya, Tony has spent 25 years training, testing, deploying, supporting, evangelizing, selling, and successfully launching new customer engagement solutions to markets across the globe. Tony has served in the trenches and is passionate about the humans he leads and has been focused on supporting them on their personal and professional journeys. In this episode, Tony and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at Avaya think through on a daily basis to build world class customer experiences.**Episode #257 Highlight Reel:**1. Blending experience vets with new product teammates to drive innovation 2. Building a "Voice of Builder" program into your business  3. Bringing a "start-up" mentality into a big enterprise business  4. Empowering your front line staff to create amazing customer experiences  5. Boiling your product portfolio down to the golden core tools Click here to learn more about Tony LamaClick here to learn more about AvayaHuge thanks to Tony for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, & Zendesk) + they can learn more about our CX/CS/RevOps On-Demand services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Pour l'épisode de cette semaine, je reçois Arnaud Pigueller, le CEO et cofondateur de SnapCall.SnapCall est une solution qui permet aux entreprises d'améliorer leur relation client grâce à la vidéo et l'IA, en transformant l'enregistrement vidéo en un puissant outil d'analyse et d'automatisation.Dans cet épisode, nous revenons sur les 7 années d'itérations qui ont permis à SnapCall de trouver son Product Market Fit. Arnaud nous partage les défis rencontrés, les pivots réalisés et l'impact de l'évolution des usages et de l'IA sur leur stratégie. Nous avons aussi parlé de leur partenariat stratégique avec Zendesk, de leur expansion aux États-Unis et de la manière dont ils ont su se positionner comme un acteur incontournable dans leur domaine.Vous pouvez suivre Arnaud sur LinkedIn.Bonne écoute !Mentionnés pendant l'épisode :ZendeskServiceNowThe PayPal Wars (sur l'histoire des fondateurs de PayPal)Against the Odds de James DysonPour soutenir SaaS Connection en 1 minute ⏱ (et 2 secondes) :Abonnez-vous à SaaS Connection sur votre plateforme préférée pour ne rater aucun épisode

Ivan Zhao is the co-founder and CEO of Notion. Ivan shares the untold story of Notion, from nearly running out of database space during Covid to finding product-market fit after several “lost years,” and the hard-won lessons along the way.—What you'll learn:1. Why you sometimes need to “hide your vision” behind something people actually want—what Ivan calls “sugar-coating the broccoli”2. How Ivan and his co-founder persevered through multiple product resets and complete code rewrites3. Why Notion prioritized systems over headcount, keeping the team small and focused even at scale4. Why Ivan believes in craft and values as the foundation for product development, balancing technical excellence with aesthetic sensibility5. The surprising story of how Notion nearly collapsed during Covid when their single database almost ran out of space with only weeks to spare6. Community-led growth tactics7. Ivan's unique journey from a small town in China8. Much more—Brought to you by:• Eppo—Run reliable, impactful experiments• Airtable ProductCentral—Launch to new heights with a unified system for product development• Sinch—Build messaging, email, and calling into your product—Find the transcript at: https://www.lennysnewsletter.com/p/inside-notion-ivan-zhao—Where to find Ivan Zhao:• X: https://x.com/ivanhzhao• LinkedIn: https://www.linkedin.com/in/ivanhzhao/—Where to find Lenny:• Newsletter: https://www.lennysnewsletter.com• X: https://twitter.com/lennysan• LinkedIn: https://www.linkedin.com/in/lennyrachitsky/—In this episode, we cover:(00:00) Introduction to Ivan Zhao(04:41) Ivan's early life and education(07:46) Discovering the vision for Notion(10:49) The lost years of Notion(13:56) Rebuilding and perseverance(17:14) Layoffs and company morale(18:53) Advice for startup founders(25:08) Product-market fit(29:56) Staying lean and efficient(34:27) Creating a unique office culture(37:20) Craft and values: the foundation of Notion's philosophy(38:44) Navigating tradeoffs in product and business building(41:24) Leadership and personal growth(49:11) Challenges and crises: lessons from Notion's journey(51:08) Building horizontal software: joys and pains(01:02:40) Philosophy of tools and human potential(01:06:17) Lightning round and final thoughts—Referenced:• Ürümqi: https://en.wikipedia.org/wiki/%C3%9Cr%C3%BCmqi• Notion: https://www.notion.com/• SpongeBob SquarePants: https://en.wikipedia.org/wiki/SpongeBob_SquarePants• Augmenting Human Intellect: https://web.stanford.edu/class/history34q/readings/Engelbart/Engelbart_AugmentIntellect.html• Alan Kay: https://en.wikipedia.org/wiki/Alan_Kay• Ted Nelson: https://en.wikipedia.org/wiki/Ted_Nelson• Steve Jobs on Why Computers Are Like a Bicycle for the Mind (1990): https://www.themarginalian.org/2011/12/21/steve-jobs-bicycle-for-the-mind-1990/• Xerox Alto: https://en.wikipedia.org/wiki/Xerox_Alto• React: https://react.dev/• Simon Last on LinkedIn: https://www.linkedin.com/in/simon-last-41404140/• Magna-Tiles: https://www.magnatiles.com/• Design on a deadline: How Notion pulled itself back from the brink of failure: https://www.figma.com/blog/design-on-a-deadline-how-notion-pulled-itself-back-from-the-brink-of-failure/• Bryan Johnson on X: https://x.com/bryan_johnson• Tobi Lütke's leadership playbook: Playing infinite games, operating from first principles, and maximizing human potential (founder and CEO of Shopify): https://www.lennysnewsletter.com/p/tobi-lutkes-leadership-playbook• Smalltalk: https://en.wikipedia.org/wiki/Smalltalk#:• Lisp: https://en.wikipedia.org/wiki/Lisp_(programming_language)• DeepSeek: https://www.deepseek.com/• Shana Fisher: https://www.crunchbase.com/person/shana-fisher• LAMY 2000 fountain pens: https://www.jetpens.com/LAMY-2000-Fountain-Pens/• Macintosh 128K: https://en.wikipedia.org/wiki/Macintosh_128K• Toshiba rice cooker: https://www.toshiba-lifestyle.com/us/cooking-appliances/rice-cooker• Transistor radio: https://en.wikipedia.org/wiki/Transistor_radio• Jira: https://www.atlassian.com/software/jira• Salesforce: https://www.salesforce.com/• HubSpot: https://www.hubspot.com/• Zendesk: https://www.zendesk.com/• Misattributed McLuhan quote: https://mcluhangalaxy.wordpress.com/2013/04/01/we-shape-our-tools-and-thereafter-our-tools-shape-us/• Phin Barnes on LinkedIn: https://www.linkedin.com/in/phineasbarnes/• Hacker News: https://news.ycombinator.com/• Pablo Picasso quote: https://www.goodreads.com/quotes/629531-good-artists-copy-great-artists-steal#:~• Connections with James Burke on Prime Video: https://www.amazon.com/gp/video/detail/amzn1.dv.gti.484e32c5-60bd-4493-a800-e44fd0940312• The Enneagram Institute: https://www.enneagraminstitute.com/—Recommended book:• The Romance of the Three Kingdoms: https://www.amazon.com/Romance-Three-Kingdoms-Luo-Guanzhong/dp/024133277X—Production and marketing by https://penname.co/. For inquiries about sponsoring the podcast, email podcast@lennyrachitsky.com.—Lenny may be an investor in the companies discussed. Get full access to Lenny's Newsletter at www.lennysnewsletter.com/subscribe

Jared Kugel, CEO of Tire Agent, is a serial entrepreneur who is revolutionizing the way consumers buy tires online. This B2C entrepreneur is bringing an industry online that would traditionally only buy in stores. Since 2020, he's sold an astounding 2 million tires in the United States and is set to grow exponentially over the next five years. His company, Tire Agent, made the Inc. 5000 list for two years in a row. His first investor was Entrepreneur Roundtable Accelerator (ERA NYC). Jared is no stranger to raising capital in the startup world, having raised over $10 million in venture capital. Jared has been featured in publications like the New York Post and TechCrunch and has been a guest on podcasts like Gain Traction, What's Treading, and Cars Yeah. What you will learn Learn how Jared's personal experiences, from starting a business at 14 to working with his tough dad, shaped his entrepreneurial mindset and taught him the value of resilience and self-reliance. Discover how Jared identified the gaps in the tire industry and built Tire Agent by offering an online platform with exceptional customer service, education, and multiple payment options to stand out in a traditionally offline market. Understand the challenges Jared faced in securing venture capital, how he found the right investors, and why aligning with people who share your vision is crucial for business growth. Find out how Jared uses AI tools like Zendesk to streamline operations, improve customer service quality, and increase efficiency without compromising the personal touch that customers value. Gain insights into how refining marketing strategies, focusing on customer education, and leveraging repeat business helped Jared scale Tire Agent from $3 million to $75 million in just three years.

Nesse episódio, vamos discutir um tema que deveria ser prioridade em qualquer empresa, independentemente do tamanho: PESSOAS! Mesmo com recursos limitados, colocar o time no centro das decisões faz toda a diferença na cultura e nos resultados. Pra nos ajudar nesse debate, recebo duas feras: Fê Leite, fundadora da Mandacaru Thinking e host do podcast “Pensar Muda Tudo”, e Lara Leite, Head de RH e sócia aqui na ACE Ventures. Juntas, elas acumulam experiências em desenvolver culturas fortes e engajadas, tanto em startups quanto em grandes corporações.Quer descobrir como priorizar o capital humano e ainda pegar dicas práticas pra manter o time alinhado e motivado? Então fica com a gente que o papo de hoje promete mudar sua visão sobre gestão de pessoas! Inscreva-se no Zendesk para startupsOuça o podcast Pensar Muda TudoPara conferir mais conteúdos,⁠⁠ ⁠⁠⁠⁠⁠⁠acesse nosso site⁠⁠⁠⁠⁠⁠⁠⁠ !Instagram :⁠⁠ ⁠⁠⁠⁠⁠⁠@aceventuresbr⁠⁠⁠⁠⁠⁠⁠⁠Linkedin :⁠⁠ ⁠⁠⁠⁠⁠⁠ACE Ventures⁠⁠⁠⁠⁠⁠⁠⁠E-mail : ⁠⁠⁠⁠⁠⁠contato@goace.vc⁠⁠⁠⁠⁠⁠Este episódio foi editado por Denys Argyriou (@argyriou_)

Hey CX Nation,In this week's episode of The CXChronicles Podcast #256 we were live at Instant Team's Community Builders Week & CX Virtual Summit based in Southern Pines, NC at their company headquarters. Our guest interviews for this IRL (in-real life) episode included Liza Rodewald (Founder & CEO), Erica McMannes (Founder & CXO), Greg Avallone (SVP of Sales & Partnerships), Amy Price, MBA (SVP of CX), Jennifer Martin & Erica North, both military spouses themselves (Strategic Partnerships Managers), & the one, the only Nate Brown (Co-Founder at CX Accelerator & Head of CX Advisory at Metric Sherpa).   Each of the guests in this episode had unique points of view on the state of CX/CS/Customer Support & what the future of Boutique BPO's look like in today's world. And how they are building an all-in-one hiring platform leveraging the near 12 million US military spouses stationed across the globe. Instant Teams is a mission-driven company committed to supporting and employing the “force behind the force” – US military spouses. In this episode, Adrian chats with the Instant Teams crew about how they are making real social impact, finding remarkable talent, providing their customers instant access to new teammates & building flexible solutions along the way.   **Episode #256 Highlight Reel:**1. Unleashing the power of 12M+ Military Spouses2. Building bridges to companies who want access to this group3. Why Military Spouses Make For Incredible CX & Customer Care talent4. Engaging 75K military spouses ready & primed to join our workforce 5. Around the sun locations at US bases provides global support optionClick here to learn about Instant TeamsClick here to learn about Community Builders Week & CX Summit 2025 Huge thanks to everyone for joining us on this week's episode of The CXChronicles Podcast and featuring their work and efforts in pushing the customer & employee (agent) experience & BPO space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, Zendesk, Freshworks, Forethought AI & Ascendr) + they can learn more about our CX/CS/RevOps focused services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Sales & Marketing, Customer Experience, Customer Success, Employee Experience & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content. Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Aqui no Growthaholics, sempre buscamos chegar em você, empreendedor! Pensando em estar mais próximo e fazer parte da sua jornada, estamos criando novos formatos para nosso podcast. Hoje, meu papo é com você! Vou conduzir esse episódio de maneira mais direta, compartilhando experiências com o intuito de responder uma questão que intriga tantos empreendedores com quem converso: será que a execução pura e simples é suficiente para fazer seu negócio decolar?Você já deve ter ouvido dizer que a grande diferença entre sucesso e fracasso está em “colocar a mão na massa”. Mas será que isso, por si só, garante resultados? Zendesk para Startups - 6 meses grátis + 30% de desconto no primeiro contrato! Inscreva-se!Garanta o livro Contra a Corrente de Pedro WaengertnerVamos para o ACE Summit? ⁠Garanta seu ingresso aqui.⁠Para conferir mais conteúdos,⁠⁠⁠ ⁠⁠⁠⁠⁠⁠acesse nosso site⁠⁠⁠⁠⁠⁠⁠⁠⁠ !Instagram :⁠⁠⁠ ⁠⁠⁠⁠⁠⁠@aceventuresbr⁠⁠⁠⁠⁠⁠⁠⁠⁠Linkedin :⁠⁠⁠ ⁠⁠⁠⁠⁠⁠ACE Ventures⁠⁠⁠⁠⁠⁠⁠⁠⁠E-mail : ⁠⁠⁠⁠⁠⁠contato@goace.vc⁠⁠⁠⁠⁠⁠Este episódio foi editado por Denys Argyriou (@argyriou_)

Conversé con Felipe Gedeon, cofundador y CEO de Cobre, una fintech que centraliza la infraestructura de pagos y tesorería de corporativos en  Latinoamérica. En 2023, Cobre creció  sus ingresos 12 veces y expandió su base de clientes de 30 a 150 corporativos. Gracias a su conexión con los bancos más grandes de Colombia y México, Cobre procesa más de $3,000M en volumen anual de pagos.-Este episodio es presentado por Zendesk, la plataforma todo-en-uno para la gestión de atención al cliente, en la que confían miles de startups y empresas globales como Slack, Shopify y Airbnb.Prueba Zendesk completamente gratis por 6 meses aquí: https://rebrand.ly/SSPZNSP-Por favor ayúdame dejando una reseña en Spotify o Apple Podcasts: https://ratethispodcast.com/startupeable-A la fecha ha recaudado más de $65M millones de fondos como Kaszek y QED Investors Atlantic y Canary.Felipe y yo hablamos sobre:El valor del arte y la creatividad en la construcción de productos tecnológicosCómo vender software complejo a grandes empresas tradicionalesProduct marketing para software B2B en LatAmCómo experimentar con modelos de pricing en B2B Notas del episodio: https://startupeable.com/cobrePara más contenido síguenos en:YouTube  | Sitio Web Startupeable es presentado por Zendesk, la plataforma todo-en-uno para la gestión de atención al cliente, en la que confían miles de startups y empresas globales como Slack, Shopify y Airbnb.Prueba Zendesk completamente gratis por 6 meses aquí: https://rebrand.ly/SSPZNSP-Distribuido por Genuina Media

Hey CX Nation,In this week's episode of The CXChronicles Podcast #255, we welcomed Tim Houlne, CEO at Humach based in Frisco, TX. Humach combines the strengths of both humans and machines to deliver exceptional customer experiences.Since first opening their doors in 1988, Humach has been at the forefront of customer experience (CX) innovation, delivering world-class call center solutions that have transformed CX for hundreds of clients worldwide.In this episode, Tim and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at Humach think through on a daily basis to build world class customer experiences.**Episode #255 Highlight Reel:**1. How Humach has been leveraging AI in contact centers for the past decade 2. Leveraging custom language models to build effective AI-powered solutions  3. Y-Combinator launched 90 digital voice companies in the last 18 months 4. Baking employee feedback into the culture of your business to drive innovation 5. Building and enriching relationships with your customers as you grow Click here to learn more about Tim HoulneClick here to learn more about HumachHuge thanks to Tim for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience, customer contact & customer support space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, & Zendesk) + they can learn more about our CX/CS/RevOps On-Demand services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Steven Forth is Ibbaka's Co-Founder, CEO, and Partner. Ibbaka is a strategic pricing advisory firm. In this episode, Steven shares the potential commoditization of AI pricing agents, explaining how their replication and standardization could drive down differentiation and value. He explores the interplay between AI-driven sales and buying processes, emphasizing that businesses must consider how AI will influence purchasing decisions. He also touches on the potential of AI to simplify legal tasks.   Why you have to check out today's podcast: Learn how AI-powered pricing agents compare to SaaS models and why they might face rapid commoditization in the evolving AI landscape. Discover why AI-driven buying decisions are just as important as AI-powered selling strategies—and what that means for the future of pricing. Find out how DeepSeek's approach to AI training and pricing could shake up the industry, with potential implications for OpenAI and other major players.   "I think that they need to put themselves in the buyer's shoes and ask themselves, how would I be using AI to make a buying decision?" - Steven Forth   Topics Covered: 01:23 - Explaining the four types of AI products and how they impact pricing, automation, and value creation 09:51 - Exploring whether AI agents will become commoditized 12:46 - How complex pricing workflows require multiple AI agents working together as a service, rather than a single standalone pricing agent 14:17 - Explaining that differentiated AI agents with better performance will still command higher prices 19:20 - Highlighting how DeepSeek's advancements in post-training optimization and lower pricing could drive broader AI adoption 21:20 - What makes AI agents more prone to commoditization  23:22 - How SaaS solutions are less prone to commoditization than AI agents  26:32 - Suggesting that tasks like real estate conveyance could be automated by AI agents 29:02 - Steven's best pricing advice   Key Takeaways: "A lot of the use cases for outcome-based pricing or results-based pricing really only become relevant when an action is taken on your behalf. And you can evaluate the value of that action and the success of that action." - Steven Forth "Are all agents by nature more subject to commoditization than other parts of the ecology, like copilots or service as software or generators? My gut feeling is that there are going to be agents that are highly differentiated because they rely on highly customized underlying language models and highly tuned prompt sequences that would not be easy for someone else to recreate. And that they'll be able to make better decisions." - Steven Forth "Apart from very specific and narrow cases, I don't think pricing is going to be done by agents. Pricing will be service as software." - Steven Forth   People/Resources Mentioned: Grammarly: https://www.grammarly.com Copilot: https://copilot.microsoft.com/onboarding ChatGPT: https://chatgpt.com/ Hugging Face: https://huggingface.co Hubspot: https://www.hubspot.com FinnAI: https://www.finnai.io/en LegalZoom: https://www.legalzoom.com Zendesk: https://www.zendesk.com Microsoft: https://www.microsoft.com/ Pros: https://pros.com Vendavo: https://www.vendavo.com Zilliant: https://zilliant.com Pricefx: https://www.pricefx.com Maxio: https://www.maxio.com DeepSeek: https://en.wikipedia.org/wiki/DeepSeek   Connect with Steven Forth: LinkedIn: https://www.linkedin.com/in/stevenforth/ Email: steven@ibbaka.com   Connect with Mark Stiving: LinkedIn: https://www.linkedin.com/in/stiving/ Email: mark@impactpricing.com  

Welcome back to this week's episode of Sit Down Startup! Today, host Adam O'Donnell sits down with Mark Doble, Co-Founder of Alexi, to explore his inspiring journey in the legal tech space and the challenges of achieving product-market fit while raising over $10 million in funding.Join us as Mark shares his experiences transitioning from law to entrepreneurship, the pivotal moments that tested his resolve, and how Alexi is revolutionizing legal research through innovative AI solutions. He emphasizes the importance of conviction, adaptability, and understanding market needs in building a successful startup.(00:00:00) The Low Points: Overcoming Adversity in the Early Days of Alexi(00:03:40) From Law School to Startup: Finding the Path to Entrepreneurship(00:09:23) The Turning Point: Achieving Product-Market Fit with Customer Validation(00:15:40) First Principles Thinking: Innovating in Legal Tech Beyond Conventional WisdomApply to the Zendesk for Startups program. Qualifying startups can use Zendesk for six months for free. Click to learn more: https://www.zendesk.com/lp/startup-partner/?ref=gen&partner_account=0016R00003GUn7OQAT

Conversé con Felipe Delgado, cofundador y presidente de Merama, una empresa que se enfoca en adquirir e impulsar marcas de e-commerce.En 2021, Merama levantó $225M en la Serie B más grande de LatAm, alcanzando una valuación de $1,200M a finales de ese año. En 2023, reportaron ventas de +$600M, EBITDA positivo y han adquirido participaciones en +30 marcas de e-commerce.-Este episodio es presentado por Zendesk, la plataforma todo-en-uno para la gestión de atención al cliente, en la que confían miles de startups y empresas globales como Slack, Shopify y Airbnb.Prueba Zendesk completamente gratis por 6 meses aquí: https://rebrand.ly/SSPZNSP-Por favor ayúdame dejando una reseña en Spotify o Apple Podcasts: https://ratethispodcast.com/startupeable-Desde su fundación, entre deuda y capital, han recaudado $525M de inversionistas como J.P. Morgan, SoftBank, Advent, Monashees y Valor Capital.Hoy Felipe y yo hablamos sobre:La ciencia detrás de evaluar y comprar empresasCómo unir múltiples empresas en una operación eficienteEl secreto para integrar culturas post-adquisiciónSu visión de crear las primeras "billion dollar brands" latinoamericanasNotas del episodio: https://startupeable.com/meramaPara más contenido síguenos en:YouTube  | Sitio Web Startupeable es presentado por Zendesk, la plataforma todo-en-uno para la gestión de atención al cliente, en la que confían miles de startups y empresas globales como Slack, Shopify y Airbnb.Prueba Zendesk completamente gratis por 6 meses aquí: https://rebrand.ly/SSPZNSP-Distribuido por Genuina Media

What would happen to your business if your customer service operations went down right now? Do you have the tools and strategies in place to handle a sudden crisis, or would your contact center be scrambling to meet demand? Today, we're discussing how AI and cloud-based solutions can help organizations manage crises and enhance customer service operations with John Finch at RingCentral. We'll explore key strategies for building resilience in customer service, particularly in response to recent IT outages. John Finch leads product marketing at RingCentral for the customer engagement portfolio, which includes RingCX and RingSense AI, as RingCentral scales and expands its global customer engagement reach. He has held product marketing leadership roles at Zendesk, Dialpad, Serenova (LiveOps), and Genesys, launching Enterprise SaaS contact center solutions into the market. RESOURCES RingCentral: https://www.ringcentral.com RingCentral's 2025 Trends Report: https://www.ringcentral.com/us/en/blog/the-state-of-ai-in-business-communications-key-insights-from-ringcentrals-2025-trends-report/ Don't miss Medallia Experience 2025, March 24-26 in Las Vegas: Registration is now available: https://cvent.me/AmO1k0 Use code MEDEXP25 for $200 off registration 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

Conversé con David Tafur, cofundador y CEO de YaVendio, un vendedor virtual impulsado por IA que ayuda a negocios de e-commerce a vender a través de WhatsApp y redes sociales. Su tecnología conversacional logra tasas de conversión del 5% al 15%, muy por encima del 1% al 3% de los canales tradicionales.-Este episodio es presentado por Zendesk, la plataforma todo-en-uno para la gestión de atención al cliente, en la que confían miles de startups y empresas globales como Slack, Shopify y Airbnb.Prueba Zendesk completamente gratis por 6 meses aquí: https://rebrand.ly/SSPZNSP-Por favor ayúdame dejando una reseña en Spotify o Apple Podcasts: https://ratethispodcast.com/startupeable-Hoy David y yo hablamos sobre:Por qué Latinoamérica adoptará la IA más rápido que otros mercadosCómo construir productos de IA sin ser experto técnico Las claves para validar una startup de IA con poco capital Por qué el futuro del comercio será conversacional La diferencia entre vender software y vender agentes de IANotas del episodio: https://startupeable.com/yavendioPara más contenido síguenos en:YouTube  | Sitio Web Startupeable es presentado por Zendesk, la plataforma todo-en-uno para la gestión de atención al cliente, en la que confían miles de startups y empresas globales como Slack, Shopify y Airbnb.Prueba Zendesk completamente gratis por 6 meses aquí: https://rebrand.ly/SSPZNSP-Distribuido por Genuina Media

Hey CX Nation,In this week's episode of The CXChronicles Podcast #253, we welcomed Rishi Rana, CEO at Cyara based in Redwood City, CA. Cyara revolutionizes the way businesses transform and optimize their customer experiences. Cyara's AI-based CX Transformation Platform empowers enterprises to deliver flawless interactions across voice, video, digital, and chatbot experiences. With Cyara, businesses improve customer journeys through continuous innovation while reducing cost and minimizing risk. With a 96% customer retention rate and world-class Net Promoter Score (NPS), today's leading global brands trust Cyara every day to deliver customer smiles at scale.In his role as CEO of Cyara, Rishi is dedicated to driving customer-centric innovation, expanding their global reach, and positioning Cyara as a leader of GenAI-powered CX assurance. Rishi has over 25 years of experience in scaling businesses and striving for excellence at every turn. Rishi leverages his love of technology and passion for serving customers and assisting companies along their journey to grow and deliver flawless interactions.In this episode, Rishi and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at Cyara think through on a daily basis to build world class customer experiences.**Episode #253 Highlight Reel:**1. Building one of the world's leading AI-Powered CX transformation platforms 2. Why mission & values become strategic anchors for growth & scale 3. 100% focus on accountability while building high performing teams 4. AI is forcing new expectations on resolution times & cost per resolution  5. How the power of focus drives organizational transformation & success  Click here to learn more about Rishi RanaClick here to learn more about CyaraHuge thanks to Rishi for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, & Zendesk) + they can learn more about our CX/CS/RevOps On-Demand services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

In the latest episode of Sit Down Startup, Adam O'Donnell sits down with Daniel Saks, co-founder and CEO of Landbase, to delve into his entrepreneurial journey, including the successes and challenges he faced while building AppDirect. Daniel shares invaluable insights into the evolution of AppDirect, which has grown into a unicorn valued at over half a billion dollars, and how those experiences shaped his current venture, Landbase.Discover the pivotal moments during the early days of AppDirect, including the struggle to achieve product-market fit and the lessons learned from facing rejection. Daniel discusses the transformative potential of agentic AI in generating predictable pipelines for businesses and how his team is working to address the pain points of lead generation for startups. Tune in for an engaging conversation about resilience, innovation, and the importance of maintaining conviction in your vision as a founder.(00:00:19) The Early Entrepreneurial Spirit and Building AppDirect(00:10:05) Overcoming Challenges on the Path to Product-Market Fit(00:19:18) The Role of Agentic AI in Modern Business Strategies(00:23:08) Insights on Conviction, Resilience, and the Future of StartupsApply to the Zendesk for Startups program. Qualifying startups can use Zendesk for six months for free. Click to learn more: https://www.zendesk.com/lp/startup-partner/?ref=gen&partner_account=0016R00003GUn7OQAT

Send us a textMany SaaS vendors start by mastering a specific capability, often tailored to a particular department, before expanding their offerings to cover broader functionalities. While this strategy allows them to excel in their core area, the additional features they introduce often lack the same depth or seamless integration, potentially creating gaps in usability and performance. Zendesk, known for its strong foundation in customer support, has expanded its portfolio to include capabilities such as sales and analytics. However, its success in these areas depends on how well these new features are integrated and whether they align with market needs. Compared to other solutions, Zendesk's strength lies in its user-friendly interface and support-centric design, but its newer features may face stiff competition from platforms with a broader, more mature suite of capabilities.In today's episode, we invited a panel of industry experts for a live discussion on LinkedIn to conduct an independent review of Zendesk Sell's capabilities. We covered many grounds, including where Zendesk Sell might be a fit in the enterprise architecture and where it might be overused. Finally, they analyze many data points to help understand the core strengths and weaknesses of Zendesk Sell.Background Soundtrack: Away From You – Mauro SommFor more information on growth strategies for SMBs using ERP and digital transformation, visit our community at wbs. rocks or elevatiq.com. To ensure that you never miss an episode of the WBS podcast, subscribe on your favorite podcasting platform. 

This Week in Startups is brought to you by… Ramp. The corporate card and spend management software designed to help you save time and money. Get $250 when you join Ramp today at https://www.ramp.com/twist Zendesk. The best customer experiences are built with Zendesk. Qualifying startups can join their Startup program and get Zendesk products free, for six months! Visit http://www.zendesk.com/twist today to get started. Digital Ocean. Whether you're just getting started with AI, or seeing your project take off, DigitalOcean is the cloud platform that lets you focus on what matters: building killer apps. Right now get up to $100k in free credits at https://www.do.co/twist. Terms and conditions apply. * Todays show: Anthony Pompliano joins Jason and Alex to discuss crypto markets, Bitcoin's future, and Michael Saylor's Bitcoin strategy. Then, they dive into Reddit's new Q&A feature, SEC shifts, and more! * Timestamps: (0:00) Jason and Alex kick off the show (7:36) Anthony Pompliano joins the show (9:55) Ramp. Get $250 when you join Ramp today at https://www.ramp.com/twist (11:48) Impact of new administration on Bitcoin and crypto markets (19:58) Concerns from OG Bitcoiners and Bitcoin as a marketing tool (20:38) Zendesk - Get six months free at http://www.zendesk.com/twist (22:07) Michael Saylor's Bitcoin strategy and historical trade comparisons (27:17) Risks of MicroStrategy's Bitcoin holdings and price volatility (30:15) DigitalOcean. DigitalOcean is the cloud platform you need to turn your AI project into a rocket ship. Right now, approved listeners can get up to $100,000 in free credits to try us out. Visit https://www.do.co/twist - get started and view terms and conditions. (31:47) Bitcoin yield, new metrics, and investment advice (39:48) Rationality and risk in Bitcoin investment and audience engagement (47:23) SEC accreditation, private investment funds, and the Brian Thompson case (1:01:56) Reddit's new Q&A feature, “Reddit Answers” (1:12:05) Kids Online Safety Act and social media regulation * Subscribe to the TWiST500 newsletter: https://ticker.thisweekinstartups.com Check out the TWIST500: https://www.twist500.com * Subscribe to This Week in Startups on Apple: https://rb.gy/v19fcp * Follow Anthony: X: https://x.com/APompliano LinkedIn: https://www.linkedin.com/in/anthonypompliano * Follow Alex: X: https://x.com/alex LinkedIn: ⁠https://www.linkedin.com/in/alexwilhelm * Follow Jason: X: https://twitter.com/Jason LinkedIn: https://www.linkedin.com/in/jasoncalacanis * Thank you to our partners: (9:55) Ramp. Get $250 when you join Ramp today at https://www.ramp.com/twist (20:38) Zendesk - Get six months free at http://www.zendesk.com/twist (30:15) DigitalOcean. DigitalOcean is the cloud platform you need to turn your AI project into a rocket ship. Right now, approved listeners can get up to $100,000 in free credits to try us out. Visit https://www.do.co/twist - get started and view terms and conditions. * Great TWIST interviews: Will Guidara, Eoghan McCabe, Steve Huffman, Brian Chesky, Bob Moesta, Aaron Levie, Sophia Amoruso, Reid Hoffman, Frank Slootman, Billy McFarland * Check out Jason's suite of newsletters: https://substack.com/@calacanis * Follow TWiST: Twitter: https://twitter.com/TWiStartups YouTube: https://www.youtube.com/thisweekin Instagram: https://www.instagram.com/thisweekinstartups TikTok: https://www.tiktok.com/@thisweekinstartups Substack: https://twistartups.substack.com * Subscribe to the Founder University Podcast: https://www.youtube.com/@founderuniversity1916