Podcasts about Zendesk

Customer service is one of the industries most impacted by AI — but what if AI alone isn't the answer?In this episode of The Neuron Podcast, Grant Harvey and Corey Noles sit down with Matt Price, Founder & CEO of Crescendo, to explore how AI and humans working together can outperform automation alone. After spending 13+ years at Zendesk, Matt is now building an AI-native customer experience platform that automates up to 90% of tickets with 99.8% accuracy — without sacrificing empathy, trust, or outcomes.We cover: • Why LLMs are the biggest shift in customer service since the telephone • Why bolting AI onto old CX workflows fails • How Crescendo's multimodal AI can chat, talk, see images, and control devices in one conversation • Real-world examples (like smart sprinkler troubleshooting via voice + vision + APIs) • Why Crescendo combines AI agents with forward-deployed human experts • How outcome-based pricing aligns incentives around real customer satisfaction • How AI is reshaping (not eliminating) customer service jobs • Why “deflection” is the wrong mindset for CX — and what replaces it • What customer support roles look like in an AI-native futureThis is a deep dive into the next generation of customer experience, where AI handles scale and speed — and humans deliver judgment, empathy, and innovation.Subscribe for weekly conversations with the builders shaping the future of AI and work.Subscribe to The Neuron newsletter for more interviews with the leaders shaping the future of work and AI: https://theneuron.ai

Emmanuel et Guillaume discutent de divers sujets liés à la programmation, notamment les systèmes de fichiers en Java, le Data Oriented Programming, les défis de JPA avec Kotlin, et les nouvelles fonctionnalités de Quarkus. Ils explorent également des sujets un peu fous comme la création de datacenters dans l'espace. Pas mal d'architecture aussi. Enregistré le 13 février 2026 Téléchargement de l'épisode LesCastCodeurs-Episode-337.mp3 ou en vidéo sur YouTube. News Langages Comment implémenter un file system en Java https://foojay.io/today/bootstrapping-a-java-file-system/ Créer un système de fichiers Java personnalisé avec NIO.2 pour des usages variés (VCS, archives, systèmes distants). Évolution Java: java.io.File (1.0) -> NIO (1.4) -> NIO.2 (1.7) pour personnalisation via FileSystem. Recommander conception préalable; API Java est orientée POSIX. Composants clés à considérer: Conception URI (scheme unique, chemin). Gestion de l'arborescence (BD, métadonnées, efficacité). Stockage binaire (emplacement, chiffrement, versions). Minimum pour démarrer (4 composants): Implémenter Path (représente fichier/répertoire). Étendre FileSystem (instance du système). Étendre FileSystemProvider (moteur, enregistré par scheme). Enregistrer FileSystemProvider via META-INF/services. Étapes suivantes: Couche BD (arborescence), opérations répertoire/fichier de base, stockage, tests. Processus long et exigeant, mais gratifiant.   Un article de brian goetz sur le futur du data oriented programming en Java https://openjdk.org/projects/amber/design-notes/beyond-records Le projet Amber de Java introduit les "carrier classes", une évolution des records qui permet plus de flexibilité tout en gardant les avantages du pattern matching et de la reconstruction Les records imposent des contraintes strictes (immutabilité, représentation exacte de l'état) qui limitent leur usage pour des classes avec état muable ou dérivé Les carrier classes permettent de déclarer une state description complète et canonique sans imposer que la représentation interne corresponde exactement à l'API publique Le modificateur "component" sur les champs permet au compilateur de dériver automatiquement les accesseurs pour les composants alignés avec la state description Les compact constructors sont généralisés aux carrier classes, générant automatiquement l'initialisation des component fields Les carrier classes supportent la déconstruction via pattern matching comme les records, rendant possible leur usage dans les instanceof et switch Les carrier interfaces permettent de définir une state description sur une interface, obligeant les implémentations à fournir les accesseurs correspondants L'extension entre carrier classes est possible, avec dérivation automatique des appels super() quand les composants parent sont subsumés par l'enfant Les records deviennent un cas particulier de carrier classes avec des contraintes supplémentaires (final, extends Record, component fields privés et finaux obligatoires) L'évolution compatible des records est améliorée en permettant l'ajout de composants en fin de liste et la déconstruction partielle par préfixe Comment éviter les pièges courants avec JPA et Kotlin - https://blog.jetbrains.com/idea/2026/01/how-to-avoid-common-pitfalls-with-jpa-and-kotlin/ JPA est une spécification Java pour la persistance objet-relationnel, mais son utilisation avec Kotlin présente des incompatibilités dues aux différences de conception des deux langages Les classes Kotlin sont finales par défaut, ce qui empêche la création de proxies par JPA pour le lazy loading et les opérations transactionnelles Le plugin kotlin-jpa génère automatiquement des constructeurs sans argument et rend les classes open, résolvant les problèmes de compatibilité Les data classes Kotlin ne sont pas adaptées aux entités JPA car elles génèrent equals/hashCode basés sur tous les champs, causant des problèmes avec les relations lazy L'utilisation de lateinit var pour les relations peut provoquer des exceptions si on accède aux propriétés avant leur initialisation par JPA Les types non-nullables Kotlin peuvent entrer en conflit avec le comportement de JPA qui initialise les entités avec des valeurs null temporaires Le backing field direct dans les getters/setters personnalisés peut contourner la logique de JPA et casser le lazy loading IntelliJ IDEA 2024.3 introduit des inspections pour détecter automatiquement ces problèmes et propose des quick-fixes L'IDE détecte les entités finales, les data classes inappropriées, les problèmes de constructeurs et l'usage incorrect de lateinit Ces nouvelles fonctionnalités aident les développeurs à éviter les bugs subtils liés à l'utilisation de JPA avec Kotlin Librairies Guide sur MapStruct @IterableMapping - https://www.baeldung.com/java-mapstruct-iterablemapping MapStruct est une bibliothèque Java pour générer automatiquement des mappers entre beans, l'annotation @IterableMapping permet de configurer finement le mapping de collections L'attribut dateFormat permet de formater automatiquement des dates lors du mapping de listes sans écrire de boucle manuelle L'attribut qualifiedByName permet de spécifier quelle méthode custom appliquer sur chaque élément de la collection à mapper Exemple d'usage : filtrer des données sensibles comme des mots de passe en mappant uniquement certains champs via une méthode dédiée L'attribut nullValueMappingStrategy permet de contrôler le comportement quand la collection source est null (retourner null ou une collection vide) L'annotation fonctionne pour tous types de collections Java (List, Set, etc.) et génère le code de boucle nécessaire Possibilité d'appliquer des formats numériques avec numberFormat pour convertir des nombres en chaînes avec un format spécifique MapStruct génère l'implémentation complète du mapper au moment de la compilation, éliminant le code boilerplate L'annotation peut être combinée avec @Named pour créer des méthodes de mapping réutilisables et nommées Le mapping des collections supporte les conversions de types complexes au-delà des simples conversions de types primitifs Accès aux fichiers Samba depuis Java avec JCIFS - https://www.baeldung.com/java-samba-jcifs JCIFS est une bibliothèque Java permettant d'accéder aux partages Samba/SMB sans monter de lecteur réseau, supportant le protocole SMB3 on pense aux galériens qui doivent se connecter aux systèmes dit legacy La configuration nécessite un contexte CIFS (CIFSContext) et des objets SmbFile pour représenter les ressources distantes L'authentification se fait via NtlmPasswordAuthenticator avec domaine, nom d'utilisateur et mot de passe La bibliothèque permet de lister les fichiers et dossiers avec listFiles() et vérifier leurs propriétés (taille, date de modification) Création de fichiers avec createNewFile() et de dossiers avec mkdir() ou mkdirs() pour créer toute une arborescence Suppression via delete() qui peut parcourir et supprimer récursivement des arborescences entières Copie de fichiers entre partages Samba avec copyTo(), mais impossibilité de copier depuis le système de fichiers local Pour copier depuis le système local, utilisation des streams SmbFileInputStream et SmbFileOutputStream Les opérations peuvent cibler différents serveurs Samba et différents partages (anonymes ou protégés par mot de passe) La bibliothèque s'intègre dans des blocs try-with-resources pour une gestion automatique des ressources Quarkus 3.31 - Support complet Java 25, nouveau packaging Maven et Panache Next - https://quarkus.io/blog/quarkus-3-31-released/ Support complet de Java 25 avec images runtime et native Nouveau packaging Maven de type quarkus avec lifecycle optimisé pour des builds plus rapides voici un article complet pour plus de detail https://quarkus.io/blog/building-large-applications/ Introduction de Panache Next, nouvelle génération avec meilleure expérience développeur et API unifiée ORM/Reactive Mise à jour vers Hibernate ORM 7.2, Reactive 3.2, Search 8.2 Support de Hibernate Spatial pour les données géospatiales Passage à Testcontainers 2 et JUnit 6 Annotations de sécurité supportées sur les repositories Jakarta Data Chiffrement des tokens OIDC pour les implémentations custom TokenStateManager Support OAuth 2.0 Pushed Authorization Requests dans l'extension OIDC Maven 3.9 maintenant requis minimum pour les projets Quarkus A2A Java SDK 1.0.0.Alpha1 - Alignement avec la spécification 1.0 du protocole Agent2Agent - https://quarkus.io/blog/a2a-java-sdk-1-0-0-alpha1/ Le SDK Java A2A implémente le protocole Agent2Agent qui permet la communication standardisée entre agents IA pour découvrir des capacités, déléguer des tâches et collaborer Passage à la version 1.0 de la spécification marque la transition d'expérimental à production-ready avec des changements cassants assumés Modernisation complète du module spec avec des Java records partout remplaçant le mix précédent de classes et records pour plus de cohérence Adoption de Protocol Buffers comme source de vérité avec des mappers MapStruct pour la conversion et Gson pour JSON-RPC Les builders utilisent maintenant des méthodes factory statiques au lieu de constructeurs publics suivant les best practices Java modernes Introduction de trois BOMs Maven pour simplifier la gestion des dépendances du SDK core, des extensions et des implémentations de référence Quarkus AgentCard évolue avec une liste supportedInterfaces remplaçant url et preferredTransport pour plus de flexibilité dans la déclaration des protocoles Support de la pagination ajouté pour ListTasks et les endpoints de configuration des notifications push avec des wrappers Result appropriés Interface A2AHttpClient pluggable permettant des implémentations HTTP personnalisées avec une implémentation Vert.x fournie Travail continu vers la conformité complète avec le TCK 1.0 en cours de développement parallèlement à la finalisation de la spécification Pourquoi Quarkus finit par "cliquer" : les 10 questions que se posent les développeurs Java - https://www.the-main-thread.com/p/quarkus-java-developers-top-questions-2025 un article qui revele et repond aux questions des gens qui ont utilisé Quarkus depuis 4-6 mois, les non noob questions Quarkus est un framework Java moderne optimisé pour le cloud qui propose des temps de démarrage ultra-rapides et une empreinte mémoire réduite Pourquoi Quarkus démarre si vite ? Le framework effectue le travail lourd au moment du build (scanning, indexation, génération de bytecode) plutôt qu'au runtime Quand utiliser le mode réactif plutôt qu'impératif ? Le réactif est pertinent pour les workloads avec haute concurrence et dominance I/O, l'impératif reste plus simple dans les autres cas Quelle est la différence entre Dev Services et Testcontainers ? Dev Services utilise Testcontainers en gérant automatiquement le cycle de vie, les ports et la configuration sans cérémonie Comment la DI de Quarkus diffère de Spring ? CDI est un standard basé sur la sécurité des types et la découverte au build-time, différent de l'approche framework de Spring Comment gérer la configuration entre environnements ? Quarkus permet de scaler depuis le développement local jusqu'à Kubernetes avec des profils, fichiers multiples et configuration externe Comment tester correctement les applications Quarkus ? @QuarkusTest démarre l'application une fois pour toute la suite de tests, changeant le modèle mental par rapport à Spring Boot Que fait vraiment Panache en coulisses ? Panache est du JPA avec des opinions fortes et des défauts propres, enveloppant Hibernate avec un style Active Record Doit-on utiliser les images natives et quand ? Les images natives brillent pour le serverless et l'edge grâce au démarrage rapide et la faible empreinte mémoire, mais tous les apps n'en bénéficient pas Comment Quarkus s'intègre avec Kubernetes ? Le framework génère automatiquement les ressources Kubernetes, gère les health checks et métriques comme s'il était nativement conçu pour cet écosystème Comment intégrer l'IA dans une application Quarkus ? LangChain4j permet d'ajouter embeddings, retrieval, guardrails et observabilité directement en Java sans passer par Python Infrastructure Les alternatives à MinIO https://rmoff.net/2026/01/14/alternatives-to-minio-for-single-node-local-s3/ MinIO a abandonné le support single-node fin 2025 pour des raisons commerciales, cassant de nombreuses démos et pipelines CI/CD qui l'utilisaient pour émuler S3 localement L'auteur cherche un remplacement simple avec image Docker, compatibilité S3, licence open source, déploiement mono-nœud facile et communauté active S3Proxy est très léger et facile à configurer, semble être l'option la plus simple mais repose sur un seul contributeur RustFS est facile à utiliser et inclut une GUI, mais c'est un projet très récent en version alpha avec une faille de sécurité majeure récente SeaweedFS existe depuis 2012 avec support S3 depuis 2018, relativement facile à configurer et dispose d'une interface web basique Zenko CloudServer remplace facilement MinIO mais la documentation et le branding (cloudserver/zenko/scality) peuvent prêter à confusion Garage nécessite une configuration complexe avec fichier TOML et conteneur d'initialisation séparé, pas un simple remplacement drop-in Apache Ozone requiert au minimum quatre nœuds pour fonctionner, beaucoup trop lourd pour un usage local simple L'auteur recommande SeaweedFS et S3Proxy comme remplaçants viables, RustFS en maybe, et élimine Garage et Ozone pour leur complexité Garage a une histoire tres associative, il vient du collectif https://deuxfleurs.fr/ qui offre un cloud distribué sans datacenter C'est certainement pas une bonne idée, les datacenters dans l'espace https://taranis.ie/datacenters-in-space-are-a-terrible-horrible-no-good-idea/ Avis d'expert (ex-NASA/Google, Dr en électronique spatiale) : Centres de données spatiaux, une "terrible" idée. Incompatibilité fondamentale : L'électronique (surtout IA/GPU) est inadaptée à l'environnement spatial. Énergie : Accès limité. Le solaire (type ISS) est insuffisant pour l'échelle de l'IA. Le nucléaire (RTG) est trop faible. Refroidissement : L'espace n'est pas "froid" ; absence de convection. Nécessite des radiateurs gigantesques (ex: 531m² pour 200kW). Radiations : Provoque erreurs (SEU, SEL) et dommages. Les GPU sont très vulnérables. Blindage lourd et inefficace. Les puces "durcies" sont très lentes. Communications : Bande passante très limitée (1Gbps radio vs 100Gbps terrestre). Le laser est tributaire des conditions atmosphériques. Conclusion : Projet extrêmement difficile, coûteux et aux performances médiocres. Data et Intelligence Artificielle Guillaume a développé un serveur MCP pour arXiv (le site de publication de papiers de recherche) en Java avec le framework Quarkus https://glaforge.dev/posts/2026/01/18/implementing-an-arxiv-mcp-server-with-quarkus-in-java/ Implémentation d'un serveur MCP (Model Context Protocol) arXiv en Java avec Quarkus. Objectif : Accéder aux publications arXiv et illustrer les fonctionnalités moins connues du protocole MCP. Mise en œuvre : Utilisation du framework Quarkus (Java) et son support MCP étendu. Assistance par Antigravity (IDE agentique) pour le développement et l'intégration de l'API arXiv. Interaction avec l'API arXiv : requêtes HTTP, format XML Atom pour les résultats, parser XML Jackson. Fonctionnalités MCP exposées : Outils (@Tool) : Recherche de publications (search_papers). Ressources (@Resource, @ResourceTemplate) : Taxonomie des catégories arXiv, métadonnées des articles (via un template d'URI). Prompts (@Prompt) : Exemples pour résumer des articles ou construire des requêtes de recherche. Configuration : Le serveur peut fonctionner en STDIO (local) ou via HTTP Streamable (local ou distant), avec une configuration simple dans des clients comme Gemini CLI. Conclusion : Quarkus simplifie la création de serveurs MCP riches en fonctionnalités, rendant les données et services "prêts pour l'IA" avec l'aide d'outils d'IA comme Antigravity. Anthropic ne mettra pas de pub dans Claude https://www.anthropic.com/news/claude-is-a-space-to-think c'est en reaction au plan non public d'OpenAi de mettre de la pub pour pousser les gens au mode payant OpenAI a besoin de cash et est probablement le plus utilisé pour gratuit au monde Anthropic annonce que Claude restera sans publicité pour préserver son rôle d'assistant conversationnel dédié au travail et à la réflexion approfondie. Les conversations avec Claude sont souvent sensibles, personnelles ou impliquent des tâches complexes d'ingénierie logicielle où les publicités seraient inappropriées. L'analyse des conversations montre qu'une part significative aborde des sujets délicats similaires à ceux évoqués avec un conseiller de confiance. Un modèle publicitaire créerait des incitations contradictoires avec le principe fondamental d'être "genuinely helpful" inscrit dans la Constitution de Claude. Les publicités introduiraient un conflit d'intérêt potentiel où les recommandations pourraient être influencées par des motivations commerciales plutôt que par l'intérêt de l'utilisateur. Le modèle économique d'Anthropic repose sur les contrats entreprise et les abonnements payants, permettant de réinvestir dans l'amélioration de Claude. Anthropic maintient l'accès gratuit avec des modèles de pointe et propose des tarifs réduits pour les ONG et l'éducation dans plus de 60 pays. Le commerce "agentique" sera supporté mais uniquement à l'initiative de l'utilisateur, jamais des annonceurs, pour préserver la confiance. Les intégrations tierces comme Figma, Asana ou Canva continueront d'être développées en gardant l'utilisateur aux commandes. Anthropic compare Claude à un cahier ou un tableau blanc : des espaces de pensée purs, sans publicité. Infinispan 16.1 est sorti https://infinispan.org/blog/2026/02/04/infinispan-16-1 déjà le nom de la release mérite une mention Le memory bounded par cache et par ensemble de cache s est pas facile à faire en Java Une nouvelle api OpenAPI AOT caché dans les images container Un serveur MCP local juste avec un fichier Java ? C'est possible avec LangChain4j et JBang https://glaforge.dev/posts/2026/02/11/zero-boilerplate-java-stdio-mcp-servers-with-langchain4j-and-jbang/ Création rapide de serveurs MCP Java sans boilerplate. MCP (Model Context Protocol): standard pour connecter les LLM à des outils et données. Le tutoriel répond au manque d'options simples pour les développeurs Java, face à une prédominance de Python/TypeScript dans l'écosystème MCP. La solution utilise: LangChain4j: qui intègre un nouveau module serveur MCP pour le protocole STDIO. JBang: permet d'exécuter des fichiers Java comme des scripts, éliminant les fichiers de build (pom.xml, Gradle). Implémentation: se fait via un seul fichier .java. JBang gère automatiquement les dépendances (//DEPS). L'annotation @Tool de LangChain4j expose les méthodes Java aux LLM. StdioMcpServerTransport gère la communication JSON-RPC via l'entrée/sortie standard (STDIO). Point crucial: Les logs doivent impérativement être redirigés vers System.err pour éviter de corrompre System.out, qui est réservé à la communication MCP (messages JSON-RPC). Facilite l'intégration locale avec des outils comme Gemini CLI, Claude Code, etc. Reciprocal Rank Fusion : un algorithme utile et souvent utilisé pour faire de la recherche hybride, pour mélanger du RAG et des recherches par mots-clé https://glaforge.dev/posts/2026/02/10/advanced-rag-understanding-reciprocal-rank-fusion-in-hybrid-search/ RAG : Qualité LLM dépend de la récupération. Recherche Hybride : Combiner vectoriel et mots-clés (BM25) est optimal. Défi : Fusionner des scores d'échelles différentes. Solution : Reciprocal Rank Fusion (RRF). RRF : Algorithme robuste qui fusionne des listes de résultats en se basant uniquement sur le rang des documents, ignorant les scores. Avantages RRF : Pas de normalisation de scores, scalable, excellente première étape de réorganisation. Architecture RAG fréquente : RRF (large sélection) + Cross-Encoder / modèle de reranking (précision fine). RAG-Fusion : Utilise un LLM pour générer plusieurs variantes de requête, puis RRF agrège tous les résultats pour renforcer le consensus et réduire les hallucinations. Implémentation : LangChain4j utilise RRF par défaut pour agréger les résultats de plusieurs retrievers. Les dernières fonctionnalités de Gemini et Nano Banana supportées dans LangChain4j https://glaforge.dev/posts/2026/02/06/latest-gemini-and-nano-banana-enhancements-in-langchain4j/ Nouveaux modèles d'images Nano Banana (Gemini 2.5/3.0) pour génération et édition (jusqu'à 4K). "Grounding" via Google Search (pour images et texte) et Google Maps (localisation, Gemini 2.5). Outil de contexte URL (Gemini 3.0) pour lecture directe de pages web. Agents multimodaux (AiServices) capables de générer des images. Configuration de la réflexion (profondeur Chain-of-Thought) pour Gemini 3.0. Métadonnées enrichies : usage des tokens et détails des sources de "grounding". Comment configurer Gemini CLI comment agent de code dans IntelliJ grâce au protocole ACP https://glaforge.dev/posts/2026/02/01/how-to-integrate-gemini-cli-with-intellij-idea-using-acp/ But : Intégrer Gemini CLI à IntelliJ IDEA via l'Agent Client Protocol (ACP). Prérequis : IntelliJ IDEA 2025.3+, Node.js (v20+), Gemini CLI. Étapes : Installer Gemini CLI (npm install -g @google/gemini-cli). Localiser l'exécutable gemini. Configurer ~/.jetbrains/acp.json (chemin exécutable, --experimental-acp, use_idea_mcp: true). Redémarrer IDEA, sélectionner "Gemini CLI" dans l'Assistant IA. Usage : Gemini interagit avec le code et exécute des commandes (contexte projet). Important : S'assurer du flag --experimental-acp dans la configuration. Outillage PipeNet, une alternative (open source aussi) à LocalTunnel, mais un plus évoluée https://pipenet.dev/ pipenet: Alternative open-source et moderne à localtunnel (client + serveur). Usages: Développement local (partage, webhooks), intégration SDK, auto-hébergement sécurisé. Fonctionnalités: Client (expose ports locaux, sous-domaines), Serveur (déploiement, domaines personnalisés, optimisé cloud mono-port). Avantages vs localtunnel: Déploiement cloud sur un seul port, support multi-domaines, TypeScript/ESM, maintenance active. Protocoles: HTTP/S, WebSocket, SSE, HTTP Streaming. Intégration: CLI ou SDK JavaScript. JSON-IO — une librairie comme Jackson ou GSON, supportant JSON5, TOON, et qui pourrait être utile pour l'utilisation du "structured output" des LLMs quand ils ne produisent pas du JSON parfait https://github.com/jdereg/json-io json-io : Librairie Java pour la sérialisation et désérialisation JSON/TOON. Gère les graphes d'objets complexes, les références cycliques et les types polymorphes. Support complet JSON5 (lecture et écriture), y compris des fonctionnalités non prises en charge par Jackson/Gson. Format TOON : Notation orientée token, optimisée pour les LLM, réduisant l'utilisation de tokens de 40 à 50% par rapport au JSON. Légère : Aucune dépendance externe (sauf java-util), taille de JAR réduite (~330K). Compatible JDK 1.8 à 24, ainsi qu'avec les environnements JPMS et OSGi. Deux modes de conversion : vers des objets Java typés (toJava()) ou vers des Map (toMaps()). Options de configuration étendues via ReadOptionsBuilder et WriteOptionsBuilder. Optimisée pour les déploiements cloud natifs et les architectures de microservices. Utiliser mailpit et testcontainer pour tester vos envois d'emails https://foojay.io/today/testing-emails-with-testcontainers-and-mailpit/ l'article montre via SpringBoot et sans. Et voici l'extension Quarkus https://quarkus.io/extensions/io.quarkiverse.mailpit/quarkus-mailpit/?tab=docs Tester l'envoi d'emails en développement est complexe car on ne peut pas utiliser de vrais serveurs SMTP Mailpit est un serveur SMTP de test qui capture les emails et propose une interface web pour les consulter Testcontainers permet de démarrer Mailpit dans un conteneur Docker pour les tests d'intégration L'article montre comment configurer une application SpringBoot pour envoyer des emails via JavaMail Un module Testcontainers dédié à Mailpit facilite son intégration dans les tests Le conteneur Mailpit expose un port SMTP (1025) et une API HTTP (8025) pour vérifier les emails reçus Les tests peuvent interroger l'API HTTP de Mailpit pour valider le contenu des emails envoyés Cette approche évite d'utiliser des mocks et teste réellement l'envoi d'emails Mailpit peut aussi servir en développement local pour visualiser les emails sans les envoyer réellement La solution fonctionne avec n'importe quel framework Java supportant JavaMail Architecture Comment scaler un système de 0 à 10 millions d'utilisateurs https://blog.algomaster.io/p/scaling-a-system-from-0-to-10-million-users Philosophie : Scalabilité incrémentale, résoudre les goulots d'étranglement sans sur-ingénierie. 0-100 utilisateurs : Serveur unique (app, DB, jobs). 100-1K : Séparer app et DB (services gérés, pooling). 1K-10K : Équilibreur de charge, multi-serveurs d'app (stateless via sessions partagées). 10K-100K : Caching, réplicas de lecture DB, CDN (réduire charge DB). 100K-500K : Auto-scaling, applications stateless (authentification JWT). 500K-10M : Sharding DB, microservices, files de messages (traitement asynchrone). 10M+ : Déploiement multi-régions, CQRS, persistance polyglotte, infra personnalisée. Principes clés : Simplicité, mesure, stateless essentiel, cache/asynchrone, sharding prudent, compromis (CAP), coût de la complexité. Patterns d'Architecture 2026 - Du Hype à la Réalité du Terrain (Part 1/2) - https://blog.ippon.fr/2026/01/30/patterns-darchitecture-2026-part-1/ L'article présente quatre patterns d'architecture logicielle pour répondre aux enjeux de scalabilité, résilience et agilité business dans les systèmes modernes Il présentent leurs raisons et leurs pièges Un bon rappel L'Event-Driven Architecture permet une communication asynchrone entre systèmes via des événements publiés et consommés, évitant le couplage direct Les bénéfices de l'EDA incluent la scalabilité indépendante des composants, la résilience face aux pannes et l'ajout facile de nouveaux cas d'usage Le pattern API-First associé à un API Gateway centralise la sécurité, le routage et l'observabilité des APIs avec un catalogue unifié Le Backend for Frontend crée des APIs spécifiques par canal (mobile, web, partenaires) pour optimiser l'expérience utilisateur CQRS sépare les modèles de lecture et d'écriture avec des bases optimisées distinctes, tandis que l'Event Sourcing stocke tous les événements plutôt que l'état actuel Le Saga Pattern gère les transactions distribuées via orchestration centralisée ou chorégraphie événementielle pour coordonner plusieurs microservices Les pièges courants incluent l'explosion d'événements granulaires, la complexité du debugging distribué, et la mauvaise gestion de la cohérence finale Les technologies phares sont Kafka pour l'event streaming, Kong pour l'API Gateway, EventStoreDB pour l'Event Sourcing et Temporal pour les Sagas Ces patterns nécessitent une maturité technique et ne sont pas adaptés aux applications CRUD simples ou aux équipes junior Patterns d'architecture 2026 : du hype à la réalité terrain part. 2 - https://blog.ippon.fr/2026/02/04/patterns-darchitecture-2026-part-2/ Deuxième partie d'un guide pratique sur les patterns d'architecture logicielle et système éprouvés pour moderniser et structurer les applications en 2026 Strangler Fig permet de migrer progressivement un système legacy en l'enveloppant petit à petit plutôt que de tout réécrire d'un coup (70% d'échec pour les big bang) Anti-Corruption Layer protège votre nouveau domaine métier des modèles externes et legacy en créant une couche de traduction entre les systèmes Service Mesh gère automatiquement la communication inter-services dans les architectures microservices (sécurité mTLS, observabilité, résilience) Architecture Hexagonale sépare le coeur métier des détails techniques via des ports et adaptateurs pour améliorer la testabilité et l'évolutivité Chaque pattern est illustré par un cas client concret avec résultats mesurables et liste des pièges à éviter lors de l'implémentation Les technologies 2026 mentionnées incluent Istio, Linkerd pour service mesh, LaunchDarkly pour feature flags, NGINX et Kong pour API gateway Tableau comparatif final aide à choisir le bon pattern selon la complexité, le scope et le use case spécifique du projet L'article insiste sur une approche pragmatique : ne pas utiliser un pattern juste parce qu'il est moderne mais parce qu'il résout un problème réel Pour les systèmes simples type CRUD ou avec peu de services, ces patterns peuvent introduire une complexité inutile qu'il faut savoir éviter Méthodologies Le rêve récurrent de remplacer voire supprimer les développeurs https://www.caimito.net/en/blog/2025/12/07/the-recurring-dream-of-replacing-developers.html Depuis 1969, chaque décennie voit une tentative de réduire le besoin de développeurs (de COBOL, UML, visual builders… à IA). Motivation : frustration des dirigeants face aux délais et coûts de développement. La complexité logicielle est intrinsèque et intellectuelle, non pas une question d'outils. Chaque vague technologique apporte de la valeur mais ne supprime pas l'expertise humaine. L'IA assiste les développeurs, améliore l'efficacité, mais ne remplace ni le jugement ni la gestion de la complexité. La demande de logiciels excède l'offre car la contrainte majeure est la réflexion nécessaire pour gérer cette complexité. Pour les dirigeants : les outils rendent-ils nos développeurs plus efficaces sur les problèmes complexes et réduisent-ils les tâches répétitives ? Le "rêve" de remplacer les développeurs, irréalisable, est un moteur d'innovation créant des outils précieux. Comment creuser des sujets à l'ère de l'IA générative. Quid du partage et la curation de ces recherches ? https://glaforge.dev/posts/2026/02/04/researching-topics-in-the-age-of-ai-rock-solid-webhooks-case-study/ Recherche initiale de l'auteur sur les webhooks en 2019, processus long et manuel. L'IA (Deep Research, Gemini, NotebookLM) facilite désormais la recherche approfondie, l'exploration de sujets et le partage des résultats. L'IA a identifié et validé des pratiques clés pour des déploiements de webhooks résilients, en grande partie les mêmes que celles trouvées précédemment par l'auteur. Génération d'artefacts par l'IA : rapport détaillé, résumé concis, illustration sketchnote, et même une présentation (slide deck). Guillaume s'interroge sur le partage public de ces rapports de recherche générés par l'IA, tout en souhaitant éviter le "AI Slop". Loi, société et organisation Le logiciel menacé par le vibe coding https://www.techbuzz.ai/articles/we-built-a-monday-com-clone-in-under-an-hour-with-ai Deux journalistes de CNBC sans expérience de code ont créé un clone fonctionnel de Monday.com en moins de 60 minutes pour 5 à 15 dollars. L'expérience valide les craintes des investisseurs qui ont provoqué une baisse de 30% des actions des entreprises SaaS. L'IA a non seulement reproduit les fonctionnalités de base mais a aussi recherché Monday.com de manière autonome pour identifier et recréer ses fonctionnalités clés. Cette technique appelée "vibe-coding" permet aux non-développeurs de construire des applications via des instructions en anglais courant. Les entreprises les plus vulnérables sont celles offrant des outils "qui se posent sur le travail" comme Atlassian, Adobe, HubSpot, Zendesk et Smartsheet. Les entreprises de cybersécurité comme CrowdStrike et Palo Alto sont considérées plus protégées grâce aux effets de réseau et aux barrières réglementaires. Les systèmes d'enregistrement comme Salesforce restent plus difficiles à répliquer en raison de leur profondeur d'intégration et de données d'entreprise. Le coût de 5 à 15 dollars par construction permet aux entreprises de prototyper plusieurs solutions personnalisées pour moins cher qu'une seule licence Monday.com. L'expérience soulève des questions sur la pérennité du marché de 5 milliards de dollars des outils de gestion de projet face à l'IA générative. Conférences En complément de l'agenda des conférences de Aurélie Vache, il y a également le site https://javaconferences.org/ (fait par Brian Vermeer) avec toutes les conférences Java à venir ! La liste des conférences provenant de Developers Conferences Agenda/List par Aurélie Vache et contributeurs : 12-13 février 2026 : Touraine Tech #26 - Tours (France) 12-13 février 2026 : World Artificial Intelligence Cannes Festival - Cannes (France) 19 février 2026 : ObservabilityCON on the Road - Paris (France) 6 mars 2026 : WordCamp Nice 2026 - Nice (France) 18 mars 2026 : Jupyter Workshops: AI in Jupyter: Building Extensible AI Capabilities for Interactive Computing - Saint-Maur-des-Fossés (France) 18-19 mars 2026 : Agile Niort 2026 - Niort (France) 20 mars 2026 : Atlantique Day 2026 - Nantes (France) 26 mars 2026 : Data Days Lille - Lille (France) 26-27 mars 2026 : SymfonyLive Paris 2026 - Paris (France) 26-27 mars 2026 : REACT PARIS - Paris (France) 27-29 mars 2026 : Shift - Nantes (France) 31 mars 2026 : ParisTestConf - Paris (France) 31 mars 2026-1 avril 2026 : FlowCon France 2026 - Paris (France) 1 avril 2026 : AWS Summit Paris - Paris (France) 2 avril 2026 : Pragma Cannes 2026 - Cannes (France) 2-3 avril 2026 : Xen Spring Meetup 2026 - Grenoble (France) 7 avril 2026 : PyTorch Conference Europe - Paris (France) 9-10 avril 2026 : Android Makers by droidcon 2026 - Paris (France) 9-11 avril 2026 : Drupalcamp Grenoble 2026 - Grenoble (France) 16-17 avril 2026 : MiXiT 2026 - Lyon (France) 17-18 avril 2026 : Faiseuses du Web 5 - Dinan (France) 22-24 avril 2026 : Devoxx France 2026 - Paris (France) 23-25 avril 2026 : Devoxx Greece - Athens (Greece) 6-7 mai 2026 : Devoxx UK 2026 - London (UK) 12 mai 2026 : Lead Innovation Day - Leadership Edition - Paris (France) 19 mai 2026 : La Product Conf Paris 2026 - Paris (France) 21-22 mai 2026 : Flupa UX Days 2026 - Paris (France) 22 mai 2026 : AFUP Day 2026 Lille - Lille (France) 22 mai 2026 : AFUP Day 2026 Paris - Paris (France) 22 mai 2026 : AFUP Day 2026 Bordeaux - Bordeaux (France) 22 mai 2026 : AFUP Day 2026 Lyon - Lyon (France) 28 mai 2026 : DevCon 27 : I.A. & Vibe Coding - Paris (France) 28 mai 2026 : Cloud Toulouse 2026 - Toulouse (France) 29 mai 2026 : NG Baguette Conf 2026 - Paris (France) 29 mai 2026 : Agile Tour Strasbourg 2026 - Strasbourg (France) 2-3 juin 2026 : Agile Tour Rennes 2026 - Rennes (France) 2-3 juin 2026 : OW2Con - Paris-Châtillon (France) 3 juin 2026 : IA–NA - La Rochelle (France) 5 juin 2026 : TechReady - Nantes (France) 5 juin 2026 : Fork it! - Rouen - Rouen (France) 6 juin 2026 : Polycloud - Montpellier (France) 9 juin 2026 : JFTL - Montrouge (France) 9 juin 2026 : C: - Caen (France) 11-12 juin 2026 : DevQuest Niort - Niort (France) 11-12 juin 2026 : DevLille 2026 - Lille (France) 12 juin 2026 : Tech F'Est 2026 - Nancy (France) 16 juin 2026 : Mobilis In Mobile 2026 - Nantes (France) 17-19 juin 2026 : Devoxx Poland - Krakow (Poland) 17-20 juin 2026 : VivaTech - Paris (France) 18 juin 2026 : Tech'Work - Lyon (France) 22-26 juin 2026 : Galaxy Community Conference - Clermont-Ferrand (France) 24-25 juin 2026 : Agi'Lille 2026 - Lille (France) 24-26 juin 2026 : BreizhCamp 2026 - Rennes (France) 2 juillet 2026 : Azur Tech Summer 2026 - Valbonne (France) 2-3 juillet 2026 : Sunny Tech - Montpellier (France) 3 juillet 2026 : Agile Lyon 2026 - Lyon (France) 6-8 juillet 2026 : Riviera Dev - Sophia Antipolis (France) 2 août 2026 : 4th Tech Summit on Artificial Intelligence & Robotics - Paris (France) 20-22 août 2026 : 4th Tech Summit on AI & Robotics - Paris (France) & Online 4 septembre 2026 : JUG Summer Camp 2026 - La Rochelle (France) 17-18 septembre 2026 : API Platform Conference 2026 - Lille (France) 24 septembre 2026 : PlatformCon Live Day Paris 2026 - Paris (France) 1 octobre 2026 : WAX 2026 - Marseille (France) 1-2 octobre 2026 : Volcamp - Clermont-Ferrand (France) 5-9 octobre 2026 : Devoxx Belgium - Antwerp (Belgium) Nous contacter Pour réagir à cet épisode, venez discuter sur le groupe Google https://groups.google.com/group/lescastcodeurs Contactez-nous via X/twitter https://twitter.com/lescastcodeurs ou Bluesky https://bsky.app/profile/lescastcodeurs.com Faire un crowdcast ou une crowdquestion Soutenez Les Cast Codeurs sur Patreon https://www.patreon.com/LesCastCodeurs Tous les épisodes et toutes les infos sur https://lescastcodeurs.com/

Show DescriptionWhen Dave dies, who gets his domain name? How OpenClaw is a massive security concern, tips on handling a broad design surface area with a design system, changing database values with text-transform, should you declare CSS properties with @property, and was Chris wrong about CSS? Listen on WebsiteWatch on YouTubeLinks Your Home for a Century: Our 100-Year Domains and Plans 1Password Access after Death, Legacy Contacts | 1Password Community From magic to malware: How OpenClaw's agent skills become an attack surface | 1Password Openclaw (clawdbot), Agents and the Age of Personal Software - YouTube bbPress.org WooCommerce cap - no cap Nice Select · February 3, 2026 SponsorsAxe-ConAxe-con - the world's largest digital accessibility conference is from the makers of Axe-core and Axe DevTools Browser Extension. Taking place online on February 24-25. Registration is free and also gets you access to the on-demand recordings. Axe-con has a specific Development Track for dev content - some top speakers are Ire Aderinokun (front-end developer and Google developer expert), Jesse Beach (Software Engineering Manager at Meta), and other prominent folks from orgs like Coinbase, Zendesk, Red Hat, Atlassian, and more.

We're getting in motion with Sera Tajima, as she joins us to talk about her lifelong relationship with movement. She explains how ballet taught her precision, control, and the ability to withstand "good pain”, creating a meditative practice of syncing mind and body, that continued to martial arts. Sera's athletic journey took a turn three years ago when she developed long COVID, forcing her to completely reassess her relationship with movement. Through her recovery process, she learned to listen to her body's needs rather than pushing through, discovering the importance of small daily movements. Sera continues to advocate for a cultural shift away from the tendency to treat the body as merely a vessel for the mind, and instead reconnect with it on a deeper level. Guest BioSera Tajima (she/her) is a product designer turned climate investor and advisor, bringing Silicon Valley growth expertise to founders solving our planet's biggest challenges. She's spent a decade driving growth at Y Combinator, Zendesk, and Webflow—achieving results like 200% acquisition increases. Through Conscious Tech Ventures, she guides climate startups scaling breakthrough solutions. Sera also has a course on sustainable growth. UC Berkeley-educated, Sera has spoken at Ikea, Uber, universities, and tech conferences worldwide, helping founders leverage product-market fit and product-led growth strategies. Her mission: Accelerate conscious tech that makes today's broken systems obsolete. We can't solve climate problems with the same thinking that created them.LinksSera's website: https://www.conscioustech.co/Sera on Spotify: https://creators.spotify.com/pod/profile/seratajima/Sera on LinkedIn: https://www.linkedin.com/in/seratajima/Sera on TikTok: https://www.tiktok.com/@seratajimaCreditsCover design by Raquel Breternitz.

The episode centers on the expanding adoption of artificial intelligence (AI) tools among workers alongside a notable decline in confidence. According to a Manpower Group study cited by Dave Sobel, AI confidence among workers decreased by 18% even as usage increased by 13% over the past year. This divergence highlights a governance and operational gap for MSPs, as enterprise clients confront both the potential and the risks of AI-enabled solutions, facing unresolved issues of output reliability, oversight, and liability when missteps occur.Supporting this trend, findings from the Stanford University Institute for Human-Centered Artificial Intelligence indicate that nearly 30% of AI chatbot users encountered harmful suggestions. While these statistics lack detailed breakdowns – such as which platforms or definitions of “harmful” – they shape widespread client perceptions and intensify scrutiny of AI guidance provided by IT service providers. Meanwhile, enterprise vendors like Zendesk report improved satisfaction rates from automated resolutions but emphasize the costly need to overhaul workflows and data management to effectively harness AI benefits.Additional focus is given to Microsoft's scheduled deprecation of the NTLM authentication protocol, replaced by newer mechanisms that are not yet fully deployed or reliable. Dave Sobel notes that legacy systems depending on NTLM present tangible operational and legal risks for MSPs, as clients may face authentication failures or re-enable insecure protocols unless thoroughly audited. Elsewhere, the "right to repair" movement is gaining ground as the Environmental Protection Agency affirms farmers' rights to repair their own equipment, with broader implications for IT hardware access and vendor-dependent service models.The confluence of these developments underscores the importance for MSPs and IT leaders to shift focus from product access and resale toward risk governance, lifecycle planning, and documenting client decisions—especially in AI, authentication methodologies, and hardware maintenance. Mitigating liability, clarifying accountability with clients, and tracking evolving vendor and regulatory actions are essential to maintain relevance and safeguard operations as service and product access models change. Three things to know today00:00 Workers Use More AI But Trust It Less, Creating New Service Risks03:44 Microsoft Plans NTLM Phase-Out Despite Unfinished Kerberos Replacement Technology06:32 Google, Adobe Launch AI Subscriptions While OpenAI Retires GPT-4o Next Month10:52 EPA Ruling Lets Farmers Repair Equipment, Pressures Tech Right-to-Repair LawsThis is the Business of Tech.   Supported by: 

Show DescriptionWe're passing over another milestone episode and answering your Q's with our A's while we do it: Dave goes 3D printing, should CSS be inside a web component, Chris is trying to build web component for popovers, why isn't Vue used or talked about more, finding bugs in blocks in the new CodePen, and we're grateful for 700 episodes. Listen on WebsiteWatch on YouTubeLinks Vue.js - The Progressive JavaScript Framework | Vue.js vuejs/petite-vue Syntax: Hacking Pizza Ordering For Fun And Profit - YouTube Theo - Twitch SponsorsAxe-ConAxe-con - the world's largest digital accessibility conference is from the makers of Axe-core and Axe DevTools Browser Extension. Taking place online on February 24-25. Registration is free and also gets you access to the on-demand recordings. Axe-con has a specific Development Track for dev content - some top speakers are Ire Aderinokun (front-end developer and Google developer expert), Jesse Beach (Software Engineering Manager at Meta), and other prominent folks from orgs like Coinbase, Zendesk, Red Hat, Atlassian, and more.

My guest today is ⁠Gokul Rajaram⁠, Founding Partner at Marathon Management. Gokul is one of the most prolific product builders and investors of the last twenty years. He has built the core ad and product businesses at Google, Facebook, Square, and DoorDash, working at each company during its most formative scaling periods. Alongside his operating career, Gokul has invested in more than 700 companies, giving him an unusually broad view into how products are built and scaled. This conversation is about how product building is changing with AI. We discuss the one thing Gokul believes is truly future-proof in AI, why companies like Zendesk and Slack are more exposed than Salesforce or NetSuite, and the only sources of defensibility.  We also talk about everything Gokul has learned from helping build the most important ads businesses, including the only three ways an ad business can make money, how those constraints shape product decisions, and what consumer behavior change threatens every major platform. Gokul shares lessons from working closely with Larry and Sergey, Mark Zuckerberg, Jack Dorsey, and Tony Xu. Please enjoy my conversation with Gokul Rajaram. For the full show notes, transcript, and links to mentioned content, check out the episode page ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠here⁠⁠⁠⁠⁠⁠.  ----- This episode is brought to you by⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠Ramp⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠. Ramp's mission is to help companies manage their spend in a way that reduces expenses and frees up time for teams to work on more valuable projects. Go to⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠ramp.com/invest⁠⁠ to sign up for free and get a $250 welcome bonus. ----- This episode is brought to you by⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠Vanta⁠. Trusted by thousands of businesses, Vanta continuously monitors your security posture and streamlines audits so you can win enterprise deals and build customer trust without the traditional overhead. Visit ⁠vanta.com/invest⁠.  ----- This episode is brought to you by ⁠Rogo⁠. Rogo is an AI-powered platform that automates accounts payable workflows, enabling finance teams to process invoices faster and with greater accuracy. Learn more at ⁠Rogo.ai/invest⁠. ----- This episode is brought to you by⁠ ⁠WorkOS⁠⁠. WorkOS is a developer platform that enables SaaS companies to quickly add enterprise features to their applications. Visit⁠ ⁠WorkOS.com⁠⁠ to transform your application into an enterprise-ready solution in minutes, not months. ----- This episode is brought to you by⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Ridgeline⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠. Ridgeline has built a complete, real-time, modern operating system for investment managers. It handles trading, portfolio management, compliance, customer reporting, and much more through an all-in-one real-time cloud platform. Visit⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ridgelineapps.com⁠. ----- Editing and post-production work for this episode was provided by The Podcast Consultant (⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://thepodcastconsultant.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠). Timestamps (00:00:00) Welcome to Invest Like The Best (00:00:53) Meet Gokul Rajaram (00:02:05) How Product Development is Changing with AI (00:07:32) Philosophy of Product Management (00:10:19) What is Future-Proof in AI Era (00:11:25) Building AI Applications Today (00:15:03) Systems of Record vs Agent Companies (00:16:58) Which Legacy Software Companies Are Most Exposed (00:22:15) Stickiness in the AI Era (00:24:10) Learning from Larry Page and Sergey Brin (00:28:15) Learning from Mark Zuckerberg (00:31:31) Learning from Jack Dorsey (00:35:40) The Art of Great Product Design (00:36:49) Weekly CEO Communication (00:40:27) Three Ways to Succeed in Advertising (00:44:27) What Should Scare Major Ad Platforms (00:48:24) North Star Metrics (00:50:09) Self-Serve Products (00:54:50) Careers in the AI Era (00:59:03) Stay Long Enough to Have Impact (01:00:10) Founder Authenticity and Superpowers (01:02:21) Navigating the Idea Maze (01:03:42) Role of Boards (01:06:31) Excellence in Customer Acquisition  (01:09:11) The Kindest Thing 

Jacqueline Cheong is the Co-founder and CEO of Artie.Artie moves data across your systems in real-time, and we talk about why that's so important in the age of AI.It's a lot harder than you'd think, as less than 5% of real-time data streaming projects are successful.I talked to a dozen people to prepare for this conversation, including Jared Friedman who worked with Jacqueline during YC, her sales coach Ras, and numerous Artie employees like A-nee-rud, Ryan, Sarah, Shangbing and Jacqueline's co-founder Robin.We talk through how Robin built real-time data streaming at OpenDoor and Zendesk before they started Artie, and Jacqueline shares the sales playbook she learned going from hedge fund analyst to software CEO, including asking customers for their hardest problem and then solving it with the product.Artie just announced a $12 million Series A a few weeks before we published this episode. We talk about how they landed all of their early enterprise customers through cold outbound, how they structure and automate their prospecting with AI so they have no BDRs, and why they're seeing customers switch to Artie even after building their own multi-million dollar real-time streaming projects in-house.I also asked Jacqueline what it's like working with Standard Capital. They're a new fund started by a group of YC partners, and it was fascinating to hear about the things they've borrowed from YC when investing at the Series A stage.Try Numeral, the end-to-end platform for sales tax and compliance: ⁠https://www.numeral.com⁠Sign-up for Flex Elite with code TURNER, get $1,000: https://form.typeform.com/to/Rx9rTjFzTimestamps:(4:08) Artie: Real-time data streaming(5:13) Why moving data is so hard(9:14) Evolution of data warehouses(12:47) AI needs real-time data(18:44) Build vs buy in data streaming(22:51) How to build in a crowded market(26:26) Early focus on a specific hard problem(30:33) Acquiring enterprise customers from cold emails(32:51) Onboarding their first customer with no UI(35:46) Solving compliance and implementation(38:50) How to automate internal engineering, marketing, and ops(44:01) Building an AI-powered GTM pipeline and motion(53:00) Starting Artie to solve their own problem(59:25) Discovering YC through a friend(1:02:20) Everything Jacqueline learned about sales(1:06:29) How to improve your sales discovery calls(1:10:08) Inside Artie's $12m Series A(1:16:44) What its like working with Standard Capital(1:22:59) Jacqueline's favorite bookReferencedTry Artie: https://artie.comCareers at Artie: https://www.artie.com/careersClay: https://www.clay.comPodcast with Tommy @ Alloy: https://www.youtube.com/watch?v=e7i8Wxklu-YYCombinator: https://www.ycombinator.comStandard Capital: https://www.standardcap.comFounding Sales: https://www.foundingsales.comThe Score Takes Care of Itself: https://www.amazon.com/Score-Takes-Care-Itself-Philosophy/dp/1591843472Follow JacquelineTwitter: https://x.com/JacquelineSYC19LinkedIn: https://www.linkedin.com/in/jacqueline-cheongFollow TurnerTwitter: https://twitter.com/TurnerNovakLinkedIn: https://www.linkedin.com/in/turnernovakSubscribe to my newsletter to get every episode + the transcript in your inbox every week: https://www.thespl.it/

For years, we've heard about AI transforming software development. But what if that same level of agentic, AI-driven collaboration could be applied not just to writing code, but to writing your entire go-to-market playbook? Agility requires that your go-to-market teams operate at the speed of insight, not at the speed of manual data entry and fragmented workflows. This means empowering them with tools that don't just provide data, but automate action based on strategic intent. Today, we're going to talk about the concept of an 'agentic' go-to-market platform, where AI doesn't just assist, but actively collaborates with sales and marketing teams to automate entire workflows, from strategy to execution. To help me discuss this topic, I'd like to welcome, Marcio Arnecke, Chief Marketing Officer at Apollo.io. About Marcio Arnecke As Apollo.io's Chief Marketing Officer, Marcio Arnecke brings a visionary approach to scaling high-growth B2B SaaS marketing in the AI-driven sales landscape. With over two decades of experience driving revenue acceleration across global markets, he has consistently transformed early-stage technology companies into market-defining brands. Hisexpertise in AI-powered go-to-market strategies uniquely positions him to accelerate Apollo's mission of empowering sales teams through intelligent data and automation. Previously, he played a pivotal role in scaling marketing functions at SaaS giants like Intercom and Zendesk, where he drove remarkable growth from $40M to $1.7B, culminating in a successful IPO that raised $100 million in 2014. Leveraging his comprehensive background in demand generation, product marketing, and strategic storytelling, Marcio is focused on positioning Apollo as the go-to AI sales platform for SMB and mid-market teams. His approach combines data-driven insights with targeted narrative strategies, translating Apollo's technological capabilities into practical business value. Drawing from his global experience across Silicon Valley and international markets, Marcio aims to expand Apollo's brand and demonstrate how AI can meaningfully improve sales engagement for growing businesses. Marcio holds advanced degrees from Stanford University's Graduate School of Business and Golden Gate University, complemented by a BS in Business Administration from Universidade Feevale in Brazil. Marcio Arnecke on LinkedIn: https://www.linkedin.com/in/marcioarnecke/ Resources Apollo.io: https://www.apollo.io Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://incogni.com/agile  The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/ Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://ratethispodcast.com/agile 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 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

Show DescriptionWeb Day Out is coming up and Jeremy Keith from Clearleft (name pending the ShopTalk Show rebrand) is here to chat about it and while we've got him, Dave throws him on the hot seat to answer some hard hitting journalism questions about the state of the web in 2026. Listen on WebsiteWatch on YouTubeLinks Web Day Out in Brighton, March 12th 2026 Strategic design partners for website and service design | Clearleft css.properties Raycast - Your shortcut to everything Rachel Andrew – Doing stuff on the web since 1996. Browser support at Clearleft CSS Day 2026, 11th & 12th of June, Amsterdam SponsorsAxe-conAxe-con - the world's largest digital accessibility conference is from the makers of Axe-core and Axe DevTools Browser Extension. Taking place online on February 24-25. Registration is free and also gets you access to the on-demand recordings. Axe-con has a specific Development Track for dev content - some top speakers are Ire Aderinokun (front-end developer and Google developer expert), Jesse Beach (Software Engineering Manager at Meta), and other prominent folks from orgs like Coinbase, Zendesk, Red Hat, Atlassian, and more.

En este programa analizamos las tendencias actuales de la ciberdelincuencia, centrándose en el entorno de los videojuegos y la protección de la identidad digital. Los expertos comentan el reciente desmantelamiento de una red de phishing por la Guardia Civil que operaba bajo el modelo "Crime as a Service", facilitando herramientas para clonar páginas bancarias. En el ámbito del gaming, Josep Albors de ESET explica cómo los delincuentes utilizan chats y falsos "cracks" para infectar dispositivos y robar cuentas con activos valiosos, como los skins. Se exponen incidentes graves, como el compromiso de servidores de juegos para atacar a usuarios y el robo de criptomonedas a streamers mediante software troyanizado. El podcast también aborda el ataque a Discord a través de su proveedor Zendesk, el cual expuso documentos de identidad oficiales de miles de usuarios. En cuanto a redes sociales, se advierte contra las nuevas estafas en grupos de WhatsApp y se recomienda configurar la privacidad para evitar ser incluido en chats desconocidos. Los especialistas recalcan que la seguridad absoluta no existe y que es vital que los padres se involucren activamente en la vida digital de los menores para prevenir el ciberacoso. La charla también destaca la necesidad de la ciberresiliencia empresarial mediante modelos como "Zero Trust" para resistir y recuperarse de ataques inevitables. Se desmitifica que los videojuegos sean solo para niños, señalando que la media de edad del jugador supera los 30 años, lo que exige una mayor conciencia global. Finalmente, se invita a los oyentes a visitar el Museo del Videojuego de Ibi para fomentar la cultura y la seguridad en este sector. El episodio concluye enfatizando el uso del sentido común en entornos de ocio, donde solemos bajar la guardia ante posibles enlaces maliciosos. Twitter: @ciberafterwork Instagram: @ciberafterwork Panda Security: https://www.pandasecurity.com/es/ +info: https://psaneme.com/ https://bitlifemedia.com/ https://www.vapasec.com/ VAPASEC https://www.vapasec.com/ https://www.vapasec.com/webprotection/

For years, we've heard about AI transforming software development. But what if that same level of agentic, AI-driven collaboration could be applied not just to writing code, but to writing your entire go-to-market playbook? Agility requires that your go-to-market teams operate at the speed of insight, not at the speed of manual data entry and fragmented workflows. This means empowering them with tools that don't just provide data, but automate action based on strategic intent. Today, we're going to talk about the concept of an 'agentic' go-to-market platform, where AI doesn't just assist, but actively collaborates with sales and marketing teams to automate entire workflows, from strategy to execution. To help me discuss this topic, I'd like to welcome, Marcio Arnecke, Chief Marketing Officer at Apollo.io. About Marcio Arnecke As Apollo.io's Chief Marketing Officer, Marcio Arnecke brings a visionary approach to scaling high-growth B2B SaaS marketing in the AI-driven sales landscape. With over two decades of experience driving revenue acceleration across global markets, he has consistently transformed early-stage technology companies into market-defining brands. His expertise in AI-powered go-to-market strategies uniquely positions him to accelerate Apollo's mission of empowering sales teams through intelligent data and automation. Previously, he played a pivotal role in scaling marketing functions at SaaS giants like Intercom and Zendesk, where he drove remarkable growth from $40M to $1.7B, culminating in a successful IPO that raised $100 million in 2014. Leveraging his comprehensive background in demand generation, product marketing, and strategic storytelling, Marcio is focused on positioning Apollo as the go-to AI sales platform for SMB and mid-market teams. His approach combines data-driven insights with targeted narrative strategies, translating Apollo's technological capabilities into practical business value. Drawing from his global experience across Silicon Valley and international markets, Marcio aims to expand Apollo's brand and demonstrate how AI can meaningfully improve sales engagement for growing businesses. Marcio holds advanced degrees from Stanford University's Graduate School of Business and Golden Gate University, complemented by a BS in Business Administration from Universidade Feevale in Brazil. Marcio Arnecke on LinkedIn: https://www.linkedin.com/in/marcioarnecke/ Resources Apollo.io: https://www.apollo.io Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://incogni.com/agile  The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/ Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://ratethispodcast.com/agile 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 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

Hey Everyone, for today's Cyber Bites we'll be covering stories about companies being compromised by their own security training tools, GitLab patching a two-factor authentication bypass, researchers saying that AI-powered browsers might be undoing years of web security progress, Zendesk support systems being turned into spam engines worldwide and a look at the popular passwords still being used in 2025.* Fortune 500 Companies Compromised Through Vulnerable Security Testing Applications* GitLab Releases Emergency Patches for Two-Factor Authentication Bypass and Denial-of-Service Vulnerabilities* AI-Powered Browsers Reverse Decades of Web Security Advances, Researchers Warn* Attackers Weaponise Zendesk Support Systems in Massive Global Spam Campaign* Predictable Password Patterns Persist as Billions Continue Using Easily Cracked Credentials This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit edwinkwan.substack.com

CISA's acting director assures Congress the agency has “stabilized”. Google and Cisco patch critical vulnerabilities. Fortinet firewalls are being hit by automated attacks that create rogue accounts. A global spam campaign leverages unsecured Zendesk support systems. LastPass warns of attempted account takeovers. Greek authorities make arrests in a sophisticated fake cell tower scam. Executives at Davos express concerns over AI. Pwn2Own Automotive proves profitable. Our guest is Kaushik Devireddy, AI data scientist at Fable Security, with insights on a fake ChatGPT installer. New password, same as the old password.  Remember to leave us a 5-star rating and review in your favorite podcast app. Miss an episode? Sign-up for our daily intelligence roundup, Daily Briefing, and you'll never miss a beat. And be sure to follow CyberWire Daily on LinkedIn. CyberWire Guest Today we are joined by Kaushik Devireddy, AI data scientist at Fable Security, discussing their work on "How a fake ChatGPT installer tried to steal my password". Selected Reading CISA Is 'Trying to Get Back on Its Mission' After Trump Cuts (CISA) Google Patches High-Severity V8 Race Condition in Chrome 144 published: today (Beyond Machines) Cisco Patches Actively Exploited Flaw in Unified Communications Products (Beyond Machines) Hackers breach Fortinet FortiGate devices, steal firewall configs (Bleeping Computer) Zendesk ticket systems hijacked in massive global spam wave (Bleeping Computer) LastPass Warns of Phishing Campaign Attempting to Steal Master Passwords (Infosecurity Magazine) Greek Police Arrest Scammers in Athens Using Fake Cell Tower for SMS Phishing Operation (TechNadu) Execs at Davos say AI's biggest problem isn't hype — it's security (Business Insider) Hackers exploit 29 zero-days on second day of Pwn2Own Automotive (Bleeping Computer) Analysis of 6 Billion Passwords Shows Stagnant User Behavior (SecurityWeek) Share your feedback. What do you think about CyberWire Daily? Please take a few minutes to share your thoughts with us by completing our brief listener survey. Thank you for helping us continue to improve our show. Want to hear your company in the show? N2K CyberWire helps you reach the industry's most influential leaders and operators, while building visibility, authority, and connectivity across the cybersecurity community. Learn more at sponsor.thecyberwire.com. The CyberWire is a production of N2K Networks, your source for strategic workforce intelligence. © N2K Networks, Inc. Learn more about your ad choices. Visit megaphone.fm/adchoices

Send us a textEnterprise software vendors are tightening execution around AI enablement, workflow depth, and operational recovery rather than pursuing broad platform reinvention. Acquisition activity—from Sage moving to acquire Fyle, to SYSPRO acquiring DATASCOPE, Zendesk completing its acquisition of HyperArc, and Contentsquare acquiring Loris AI—signals a continued emphasis on capability-led expansion tightly aligned to core use cases. In parallel, AI product announcements from NetSuite, Sage Intacct, Zoho, and Zendesk emphasize connectors, agents, and embedded intelligence designed to improve productivity within existing workflows rather than displace them. Finally, the case of AAON underscores the operational reality behind these trends: ERP value is ultimately realized not through announcements or AI features alone, but through disciplined execution, stabilization, and long-term operational turnarounds—particularly in complex manufacturing environments where recovery often matters more than rapid transformation.In today's episode, we invited a panel of industry analysts for a live discussion on LinkedIn to analyze current enterprise software stories. We covered many grounds including the direction and roadmaps of each enterprise software vendors. Finally, we analyzed future trends and how they might shape the enterprise software industry.Video: https://www.youtube.com/watch?v=uOdEBRue0MMQuestions for Panelists?

AI im E-Commerce – zwischen Hype und Realität. Adrian beleuchtet in dieser Episode, welche KI-Anwendungen bei Shopify-Brands bereits funktionieren und wo der größte Hebel liegt: im Zusammenspiel von Automatisierung und AI.Von Kundensupport-Automatisierung über SEO-optimierte Produkttexte bis zu intelligenten Workflows mit Make – du bekommst Einblicke in konkrete Use Cases von GOT BAG, reisenthel und Braun Büffel. Erfahre, warum standardisierte Prozesse die Voraussetzung für erfolgreiche Automatisierung sind und wie du repetitive Aufgaben eliminierst, ohne die Qualität zu senken. Inklusive Tipps zu Zendesk, Gorgias und der Nutzung von Shopify Sidekick.Gesponsert von Unzer: https://www.unzer.com/de/shopify-unzer/Merchant Inspiration Talks: https://merchantinspirationtalks.com/Shopify Sidekick: https://www.shopify.com/sidekickShopify Magic: https://www.shopify.com/magicCheckout UI Extensions (Shopify Checkout): https://shopify.dev/docs/api/checkout-ui-extensions/latestMake (Automatisierung): https://www.make.com/n8n (Automatisierung): https://n8n.io/Gorgias (Customer Support für Shopify): https://apps.shopify.com/helpdeskZendesk AI: https://www.zendesk.com/ai/REVIEWS.io - AI Review Assistant: https://www.reviews.io/front/ai-review-assistantTony Robbins AI: https://www.tonyrobbins.com/programs/tony-aiGOT BAG: https://got-bag.com/BRAUN BÜFFEL: https://braun-bueffel.com/reisenthel: https://www.reisenthel.com/mokebo: https://mokebo.de/

Show DescriptionWhy are AI tools so bad at CSS layout, Robin Rendle inspired monospaced fonts, CodePen's slideVars library, why are Safari dev tools so hard to use, button follow up, and what player component does ShopTalk use for it's website? Listen on WebsiteWatch on YouTubeLinks Clair Obscur | Expedition 33 Apple One Where's the AI design renaissance? Outlyne Bolt Lando Norris Robin Rendle Dave Rupert Casey Newton slideVars - Automatic Sliders for CSS Custom Properties Media Chrome Docs SponsorsAxe-conAxe-con - the world's largest digital accessibility conference is from the makers of Axe-core and Axe DevTools Browser Extension. Taking place online on February 24-25. Registration is free and also gets you access to the on-demand recordings. Axe-con has a specific Development Track for dev content - some top speakers are Ire Aderinokun (front-end developer and Google developer expert), Jesse Beach (Software Engineering Manager at Meta), and other prominent folks from orgs like Coinbase, Zendesk, Red Hat, Atlassian, and more.

Everett Chaffin, Director of Global TA Operations at Zendesk, joins us to explore how recruiting operations can become a true force multiplier for people. He shares his journey from starting his career at his dad's agency to running TA Ops for Zendesk. He unpacks how AI, standardization, and storytelling empower recruiters to act as trusted talent advisors rather than just process owners.  Thank you to our sponsor, SecureVision, for making this show possible! Follow us:https://www.linkedin.com/company/82436841/SecureVision: #1 Rated Embedded Recruitment Firm on G2!https://www.g2.com/products/securevision/reviewsThanks for listening!

Revenue teams are dealing with more tools, more data, more automation - and more pressure - than ever before. Growth isn't just about selling better anymore. It's about how the entire revenue engine actually works.For the first time, RevOps isn't a background function — it's shaping how companies grow, scale, and make decisions.In this episode of the Belkins Podcast, Michael Maximoff sits down with Jen Igartua, Founder & CEO of Go Nimbly, to unpack what's really happening inside modern revenue organizations — and why RevOps is suddenly at the center of it all.Jen has helped architect revenue systems for some of the most respected SaaS companies in the world, including Twilio, Zendesk, Snowflake, Intercom, and Superhuman. But this conversation isn't about theory or frameworks. It's about what breaks when companies scale, where AI actually helps (and where it creates chaos), and why the future of sales, marketing, and RevOps looks very different than most teams expect.What you'll learn in this episode:Why RevOps is having a moment — and how rising complexity, AI adoption, and executive pressure have pushed RevOps into a strategic roleWhat Revenue Operations actually does beyond automation, reporting, and tooling — including enablement, strategy, and protecting the customer experienceHow AI is changing RevOps teams — from workflow automation and data architecture to the risks of agent and automation sprawlThe real future of sales roles — why junior SDR roles are disappearing, and why business development is becoming more senior, not automated awayHow to know when your company needs RevOps — including revenue thresholds, organizational signals, and common mistakes founders make too earlyWhat strong RevOps teams get right — clean data, shared definitions, cross-functional trust, and decision-making that actually sticksThroughout the episode, Jen and Michael go deep on the messy, human side of scaling revenue — misaligned incentives, broken handoffs, over-engineered stacks, and the uncomfortable truth that most companies don't actually have a single view of the customer.This isn't a hype conversation about tools. It's a grounded look at how modern revenue organizations are being rebuilt — and why RevOps is now one of the most critical functions inside growing B2B companies.Chapters:00:00- Intro: Who is Jen Igartua03:17- What is RevOps?09:25- AI Changed RevOps: AIOps, When to Hire RevOps, Build vs Outsource17:25- Workflow Automation Is Getting Out of Control24:02- What's Next: Platform Consolidation in RevOps27:46- Clay, HubSpot, and the Reality of the Modern RevOps Stack33:48- The Limits of AI in Sales & Marketing39:25- How SDRs, Marketing, and Social Selling Are Merging49:50- RevFest: Building Real RevOps Community01:00:49- Go Nibly's Evolution and Strategy01:12:44- Curated Dinners as Acquisition Strategies01:21:26- Creativity, Leadership, and “Follow the Fun”About the ShowWhat does it really take to grow a B2B business today? We ask the people doing it.The Belkins Podcast dives deep into the strategies, decisions, and behind-the-scenes insights driving real growth at top B2B companies. Each episode features candid conversations with industry heavyweights — CROs, CMOs, founders, and seasoned operators — who've navigated market downturns, scaled teams, and dealt with the realities of modern revenue growth.You'll hear hard truths, unfiltered insights, and actionable perspectives from leaders who've actually built and operated revenue engines at scale.

When will customer service be run entirely by bots? Today, we're talking to Adrian McDermott, CTO at Zendesk, about how AI agents are transforming customer experience. We discuss why automation drives escalation instead of elimination, how Zendesk is moving from seat-based to outcome-based pricing with their resolution platform, and why the future of leadership requires being more like a slot machine than a vending machine. Thank you to Digital Ocean for sponsoring this episode. For simple cloud and powerful AI that's built to scale, check out Digital Ocean here. All of this right here, right now, on the Modern CTO Podcast!  To get learn more about Zendesk, check out their website here.

We're bringing this episode back because listeners couldn't get enough the first time around. Cameron sits down with Tom Keiser, COO of Zendesk, to unpack how he helped scale the SaaS powerhouse to a billion-dollar trajectory. Tom shares how he bridged the gap between IT and operations, built cadence-driven execution rhythms, and created visibility across the business while keeping the culture humble, fast, and customer-obsessed.If you're leading a growing company and need a blueprint for scaling without suffocating the entrepreneurial edge… this one hits hard.Timestamped Highlights01:11 Meet Tom Keiser and his path from CIO to COO02:00 Early days: Capgemini, E&Y, and stepping into tech leadership05:27 What Zendesk actually does (and how it scaled globally)07:33 How SaaS changed the business–IT power dynamic08:55 Why CIOs must become business partners, not tech overseers10:54 The PMO strategy that keeps Zendesk aligned as it scales12:04 Tom's weekly operational cadence pulled from retail13:50 Turning insights into action: Sales, pipeline, and global adjustments15:37 How Zendesk avoids bureaucracy while growing fast17:39 Culture: The Danish “Humbled It” mindset19:36 Saying no without killing momentum20:57 Managing customer support when your whole business is CX23:38 Omnichannel done right: Continuous conversations, not disconnected pings26:14 Machine learning inside Zendesk Guide29:18 How Tom balances immediate execution with long-term scaling32:55 What smaller companies can learn from Zendesk's growth34:34 Vulnerability and learning to step into discomfort as a leader36:25 When to trust your team and when to drop into details37:51 How Zendesk's founder transitioned out of day-to-day execution39:18 Market risks, public cloud, open-source, and economic uncertainty39:46 What 5G will unleash for future customer experiences43:12 Building whole leaders, not siloed operators44:13 Tom's advice to his 21-year-old selfAbout the GuestTom Keiser is the Chief Operating Officer of Zendesk, where he oversees global operations, IT, enterprise analytics, security, and go-to-market execution for one of the world's leading customer experience platforms. With 25+ years of experience across retail, technology, and SaaS, Tom blends deep technical expertise with business-led operational leadership. Before Zendesk, he served as CIO at L Brands and spent years in management consulting at Capgemini and Ernst & Young.

Pricing is one of the most powerful yet least understood growth levers in SaaS. Most founders either ignore it for years or treat it like a guessing game. In this episode of In Demand, Asia and Kim share their guide to pricing for busy founders. They cover the three phases of pricing, how to tell if it's time to revisit your pricing, and how to run data-driven pricing experiments without wasting months or hiring a six-figure consultant. If you've ever felt unsure about what to charge, how to test new prices, or when to hire expert help, this episode breaks it all down step by step. Got a question you'd like Asia to unpack on the podcast? Record a voicemail here. Links:  DemandMaven The Motivation Code Assessment  Irrational Labs Guide to Willingness to Pay Street Pricing by Marcos Rivera Pace Pricing Chapters (00:00:35) - Catching up on hobbies, motivation, and the “Motivation Code” assessment(00:13:50) - The Busy Founder's Guide to Pricing(00:15:20) - The three phases of pricing maturity(00:18:30) - When and how to move from guessing to testing(00:21:40) - Pricing that drives net revenue retention and expansion(00:25:00) - Real examples: Intercom and Zendesk pricing overhauls(00:28:00) - Why pricing can be a hidden growth bottleneck(00:31:00) - Signs your pricing is broken and how to identify them(00:34:50) - The process for pricing research once you identify that pricing could be a problem(00:37:30) - Step 1: Pricing interviews and qualitative insights(00:39:00) - Step 2: Willingness-to-pay surveys and Van Westendorp questions(00:48:25) - Step 3: Product analytics and finding signal in usage data(00:53:00) - Turning insights into pricing hypotheses and running pricing experiments the right way(00:57:30) - DIY vs. hiring a pricing consultant(01:08:15) - Who should own pricing internally and how often to revisit it(01:17:10) - Closing thoughts: pricing as the easiest lever most founders ignore

Episode web page:  ----------------------- Episode summary: In this episode of Insights Unlocked, Nathan Isaacs talks with marketing powerhouse Bill Macaitis—former CMO of Slack, Zendesk, and Salesforce—about how B2B companies can scale efficiently by prioritizing customer experience, building authentic brands, and embracing new go-to-market models. Bill shares lessons from his career and dives into the importance of customer-centric cultures, long-term thinking, and the strategic use of AI in modern marketing. What you'll learn in this episode: Why capital-efficient growth beats “growth at all costs”—and how to build it The playbook for operationalizing customer centricity in a B2B environment How to align teams across marketing, product, and sales with shared metrics What most companies get wrong about attribution models How AI can empower marketers—without replacing them The secret to building a B2B brand people actually love (and talk about) Tips for individual contributors to challenge legacy playbooks and advocate for change About the guest: Bill Macaitis is an executive advisor and board member who has led marketing at some of the most iconic names in SaaS, including Slack, Zendesk, and Salesforce. Known for his customer-first approach and bold brand vision, Bill now advises AI startups on how to build scalable, loved companies from the ground up. Resources & Links: Bill Macaitis on LinkedIn (https://www.linkedin.com/in/bmacaitis/) SaaS CMO Pro website (https://www.saascmopro.com/) SaaS CMO Pro newsletter (https://saascmopro.substack.com/) Bill's YouTube videos (https://www.youtube.com/@SaaSCMOPro/videos) Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/) Learn more about Insights Unlocked: https://www.usertesting.com/podcast

In the latest solo episode of the Happy Hustle Podcast, I dive into 24 AI tools that you can integrate into your business to streamline operations, enhance customer service, and boost productivity. Whether you're a small startup or a booming enterprise, these tools are game-changers. Here's a sneak peek of what you'll discover:Task Automation: Streamline your operations with tools like Zapier and IFTTT.Scheduling: Say goodbye to endless back-and-forth emails with Calendly and Acuity Scheduling.Inventory Management: Keep track of your stock effortlessly with TradeGecko and Fishbowl Inventory.Financial Management: Simplify your bookkeeping with QuickBooks and Expensify.Customer Service: Enhance your customer interactions with Drift, Intercom, and Zendesk.Market Research: Get ahead of trends with Crimson Hexagon and TalkWalker.And that's just the beginning! Listen to the full episode now and discover how all these AI tools can help you save time, reduce costs, and scale your business faster than ever before. Plus, I've included some awesome pro tips to ensure you make the most out of each tool.Connect with Cary!https://www.instagram.com/cary__jack/https://www.facebook.com/SirCaryJackhttps://www.linkedin.com/in/cary-jack-kendzior/https://twitter.com/thehappyhustlehttps://www.youtube.com/channel/UCFDNsD59tLxv2JfEuSsNMOQ/featured Get a free copy of his new book, The Happy Hustle, 10 Alignments to Avoid Burnout & Achieve Blissful Balance (https://www.thehappyhustlebook.com/)Sign up for The Journey: 10 Days To Become a Happy Hustler Online Course (http://www.thehappyhustle.com/Journey)Apply to the Montana Mastermind Epic Camping Adventure (https://caryjack.com/montana)“It's time to Happy Hustle, a blissfully balanced life you love, full of passion, purpose, and positive impact!”Episode sponsor BIOptimizers Magnesium BreakthroughThis stuff is a game-changer! Magnesium Breakthrough packs all 7 forms of magnesium, designed to support stress management, promote muscle relaxation, regulate the nervous system, control stress hormones, boost brain function, increase energy, and enhance sleep.I take 2 capsules before bedtime, and it's been a game-changer for me. The best part is, BIOptimizers offer a risk-free.

When Cloudbeds faced a post-sales organization at 120% capacity, no budget, and declining efficiency, Colin Slade chose to rebuild the operation through AI. Within nine months, his four-person AIOps team deployed more than 150 workflows and agents, automating 75% of repetitive work and reclaiming 7,000 hours every month.This episode details how Colin turned a resource-starved customer success organization into an AI-driven engine. It explores the early missteps, the shift from overengineering to small, quick wins, and how incremental adoption evolved into company-wide transformation.A practical study in applied AI, organizational change, and measurable outcomes—showing how constraint, not abundance, can drive real innovation.Timestamps0:00 – Preview & Introduction0:57 – Meet Colin Slade and the Situation at Cloudbeds9:25 – Mitigating Team Fears Around AI Replacing Jobs13:13 – The Stepwise Approach to Implementing AI19:50 – Scaling Securely: Working with IT, Risk-Taking, and Adoption24:00 – Roles and Team Structure for Effective AI Operations33:10 – Documentation as a Hidden Bottleneck39:45 – Build vs. Buy: Why Cloudbeds Built In-House42:20 – The Impact and a Culture of Fearless ExperimentationWhat You'll Learn* How to rebuild a post-sales org around AI without additional headcount* The step-by-step approach to deploying 150+ workflows in under a year* How to identify and structure AI roles: visionary, operators, knowledge masters, and project leads* The cultural and psychological levers for AI adoption* How to optimize documentation for AI readability (and boost SEO at the same time)* The measurable impact of AI on cost savings, efficiency, and morale---Check out the Key Takeaways & Transcripts: ⁠https://www.gainsight.com/presents/series/unchurned/⁠---Where to Find Colin:LinkedIn: ⁠https://www.linkedin.com/in/colinslade/Where to Find Josh: LinkedIn: ⁠https://www.linkedin.com/in/jschachter/⁠---Resources: n8n – https://n8n.io/Forethought – https://forethought.ai/Google AI Studio – https://aistudio.google.com/Anthropic Claude – https://claude.ai/Gemini – https://gemini.google.com/appLovable – https://lovable.dev/Pinecone – https://www.pinecone.io/Snowflake – https://www.snowflake.com/en/Zendesk – https://www.zendesk.nl/Salesforce – https://www.salesforce.com/Slack – https://slack.com/

Hey CX Nation,In this week's CXWeekly Update episode I walk through some ideas, goals & CTAs that me & the team at CXC have been focused on.Full candor, we're in a full blown sales sprint to the end of the year to close 2025 with a bang & tee up the best year yet in 2026.We're also working on a ton of new customer focused business content -- including my 2nd book "Make Happiness A Habit" that we are launching in the New Year. Don't worry we have a ton of amazing guest interviews coming down the pipeline over the next couple of weeks.Part of our goal at CXC is to create some of the best customer focused business leader content, including short episodes like these CXWeekly updates that are digestible, actionable & most importantly entertaining for all of you.Huge thanks for all of you who helped to celebrate our 5 year anniversary of building CXChronicles, it's been a hell of a journey. Approaching 300+ episodes of customer focused business contentWorked with 150+ companies across the world helping make customer & employee happiness a habitPartnered with biggest players in software & technology including Salesforce, Hubspot, Intercom, Zendesk, & Freshworks.Launched CXC Healthzone Intelligence Platform, go see how your company's CX stacks up the rest. If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.You know what would be even better?Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!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!!

Today's episode of the Punk CX podcast features a chat that I had with Miranda Collard, who is the CEO of the Americas at TP (formerly Teleperformance). Miranda and I talk about Miranda's career journey from employee #27 to now being the CEO of the Americas, how she still takes customer calls, why the future of CX isn't about bots versus humans, how this technological (r)evolution is changing the role that TP plays with their clients, the lessons that TP have learned about how to drive real results and RoI from working with more than half of the Forbes Top 100, how helping clients succeed is about equipping your people to lead with effective AI implementation that balances both emotional and artificial intelligence and how that focus on the human element is helping TP set themselves apart from their competitors. This interview follows on from my recent interview – Some of the most innovative brands in the world are using AI to create a service dividend – Interview with Tom Eggemeier of Zendesk – and is number 560 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.

Today's episode of the Punk CX podcast features a chat that I had with Tom Eggemeier, the Chief Executive Officer of Zendesk, following the conclusion of Zendesk's recent AI Summit. We talk about the highlights from the event, what's different from what they announced at Relate back in March, how they now have 20,000 customers using their AI and where they are seeing the fastest and most effective adoption, their recent acquisition of HyperArc and what it will bring to their platform in terms of advanced reporting, analytics and insights, the launch of their voice AI agents and a whole bunch of other things, including an intriguing idea of how for some innovative brabds the application of AI is creating a ‘service dividend.' This interview follows on from my recent interview – The terms deflection and containment should be banned – Interviews from Cisco's WebexOne – and is number 559 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.

She starts with tape from the field, not the spreadsheet. Listening to enterprise sales calls, Amy Foo heard customers whose usage rose and fell with seasons. Fixed per-seat pricing “wasn't quite hitting the mark,” she tells us, so she piloted a pooled-seat model that flexed monthly within an annual commitment—turning smaller clips into “one to five million” deals and lifting revenue “six to seven times per customer,” she tells us.That instinct—to meet the customer where they are—threads through her journey. Early at Zendesk, she was “employee number one in the region,” handling FP&A, accounting, taxes, and team-building as the business scaled, she tells us. Trust won her a dual path: SVP of Global Finance Operations (deal desk, billings, shared services) and APAC managing director, aligning teams across seven countries, she tells us. Mentors' unvarnished feedback helped her shed imposter syndrome and lead without geographic ceilings.Today at Ignition, she reduces complexity to a few levers—ARR, payments volume, cash flow—and aligns accordingly, she tells us. She monitors top-of-funnel quality and pipeline coverage daily to steer marketing spend and sales motions, she tells us. On pricing, she watches what customers pay and repackages value by segment, she tells us. She leads with customer insight, she tells us.As for AI, she calls it “not a magic pill,” advocating first for AI built into existing vendors, then new tools where capabilities are missing, she tells us. Finance, after all, is “about narrative and conviction”—numbers that move people to act, she tells us.

Apple finally blinks. We break down the rumored touchscreen MacBook Pro on M6 silicon and what it means for the Mac–iPad divide, creative workflows, and the future of touch-first productivity without giving up a real keyboard and trackpad. If Apple embraces touch on macOS, does the iPad's role shrink, or do we enter a new era of flexible, two-in-one computing?Streaming also sheds a skin as Apple TV drops the “Plus” while raising prices. We talk about what a name change signals, how the industry is normalizing higher monthly fees, and why subscriber rotation is your smartest money move. Then we put on a headset and test Meta's Horizon TV app—turning a $399 Quest and a $1 download into a wraparound home theater. It's shockingly good for travel, apartments, and late-night bingeing, even with some missing apps.Security stays front and center with a meticulous loyalty email phish that threads through a legitimate address, a Zendesk excuse, a call center handoff, and a final push for remote access. We slow it down, show you every red flag, and share simple rules that stop sophisticated cons. We also look at the PayPal and Venmo outage overlap and why a backup payment rail should be part of your daily toolkit. And we spotlight a Florida “Tech Fairy” who refurbishes laptops and gives them away—proof that practical innovation often starts at home.Along the way, we sip Jack Daniel's Old No. 7 from 1972 versus today's bottle, compare notes, and talk about what changed in the glass. If you enjoyed this one, tap follow, share it with a friend who loves tech and whiskey, and drop a review to help more curious listeners find the show.Support the show

The Cybercrime Magazine Podcast brings you daily cybercrime news on WCYB Digital Radio, the first and only 7x24x365 internet radio station devoted to cybersecurity. Stay updated on the latest cyberattacks, hacks, data breaches, and more with our host. Don't miss an episode, airing every half-hour on WCYB Digital Radio and daily on our podcast. Listen to today's news at https://soundcloud.com/cybercrimemagazine/sets/cybercrime-daily-news. Brought to you by our Partner, Evolution Equity Partners, an international venture capital investor partnering with exceptional entrepreneurs to develop market leading cyber-security and enterprise software companies. Learn more at https://evolutionequity.com

```html i'm wall-e, welcoming you to today's tech briefing for thursday, october 9th. tune into top tech updates: openai's chatgpt evolution: plans to transform chatgpt into a platform similar to an operating system, with insights from nick turley during a developer conference. exploring hardware integration with designer jony ive. openai's strategic partnerships: ceo sam altman hints at major forthcoming deals, following partnerships with chip giants like amd, aiming to enhance openai's infrastructure and ai capabilities. zendesk's new ai agent: introduces an ai agent resolving 80% of customer support issues autonomously, setting new industry benchmarks. openai sora app launch: surpasses chatgpt's initial download figures on the u.s. app store, showcasing strong consumer interest despite its invite-only status. amazon's healthcare innovation: launching prescription vending machines at one medical clinics in los angeles this december, challenging traditional pharmacy models. stay tuned for tomorrow's tech updates! ```

In this episode, host Dan Sixsmith interviews Marilee Bear the CRO at Gainsight. Marilee reflects on her first year at the helm, discussing the company's impressive growth trajectory, recent strategic acquisitions, and the challenges and opportunities presented by a major leadership transition. Marilee shares actionable strategies for improving net revenue retention, such as leveraging data-driven insights, fostering cross-functional collaboration, and investing in customer education. The conversation also explores the impact of AI on sales processes. Marilee offers candid leadership insights, discussing the importance of transparency, adaptability, and building a culture of continuous learning. She also recounts her career journey, from her early ambitions and formative experiences to the pivotal moments that led her to lead a major SaaS company, offering advice for aspiring leaders in the tech industry.Timestamps:Welcome and Introductions (00:00:01) Dan welcomes Marilee Bear who reflects on her first year at Gainsight, company growth, and recent leadership changes.Company Growth, Acquisitions, and Leadership Transition (00:00:30) Marilee discusses acquisitions, repositioning Gainsight for growth, and the CEO transition from Nick Mehta to Chuck Apathy.Team Structure and Business Unit Model (00:02:04) Explanation of new hires, business unit model, and leadership structure within product and customer success teams.Integrating Customer Success into Revenue Organization (00:03:21) Describes shifting customer success under the revenue team and the industry trend of CS as a revenue driver.Defining Roles and Realigning the Revenue Team (00:05:25) Outlines the jobs-to-be-done exercise, clarifying roles across sales, CS, and other go-to-market functions.Customer Success as a Pipeline Engine (00:06:24) Details how CS now contributes to pipeline generation and the metrics used to measure CSM impact.Net Revenue Retention (NRR) Challenges (00:07:29) Discussion of industry-wide NRR declines and the need for strategic retention and value delivery.Retention Strategies and Multi-threading (00:08:21) Emphasizes proactive retention, business value demonstration, and multi-threading within customer organizations.Competitive Landscape and Expansion Focus (00:12:29) Explains how competition now includes internal build vs. buy, and the importance of expansion within existing customers.Convergence of Sales and Customer Success Roles (00:13:53) Observes the merging responsibilities of CS and sales, with CS teams adopting more sales-like approaches.State of B2B Sales and Impact of AI (00:14:25) Explores ongoing challenges in B2B sales, the impact of generative AI, and the need for business acumen.Reaching C-level Executives and Sales Best Practices (00:17:00) Shares the difficulty of accessing executives, the importance of detective work, and value-driven outreach.Effective Sales Outreach to Executives (00:19:12) Marilee describes what makes sales outreach compelling: offering choices, concise meetings, and understanding executive preferences.Marilee's Career Journey (00:21:31) Covers her early ambitions, work history from restaurants to Oracle, Akamai, Zendesk, and her path to Gainsight.Retention and Customer Success Experience (00:25:54) Highlights her experience with retention at Akamai, building CS teams, and her initial exposure to Gainsight.Key Career Lessons and Leadership Growth (00:28:54) Shares lessons on authenticity, operational rigor, and the importance of direct feedback and self-improvement.Leadership Philosophy and Team Management (00:33:58) Discusses leading diverse teams, empathy, balancing encouragement with accountability, and fostering a feedback culture.Definition of Success (00:36:00) Marilee defines success as delivering the best outcomes for customers, company, and self, in that order.Closing Remarks (00:36:43) Dan thanks Marilee, wraps up the episode, and previews future collaborations.

Hey CX Nation,Here's the first CXWeekly Update from CXC in a long time!This week's episode I walk through some ideas, goals & CTAs that I've learned from the 5 years of building CXC.Don't worry we have a ton of amazing guest interviews coming down the pipeline over the next couple of weeks.Part of our goal at CXC is to create more customer focused business leader content, including short episodes like these ones that are digestible, actionable & most importantly entertaining & valuable for all of you.Full candor, we also wanted to celebrate our 5 year anniversary of building CXChronicles. We are approaching 300+ episodes of customer focused business content, we've worked with almost 150+ companies across the world helping them make customer & employee happiness a habit & we are now partnered with some of biggest players in software & technology including Salesforce, Hubspot, Intercom, Zendesk, & Freshworks to name a few. If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.You know what would be even better?Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!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!!

Hilary Shirazi - Head of Corporate Development at Notion Hilary Shirazi, Head of Corporate Development at Notion, brings over a decade of M&A experience from LinkedIn, Pinterest, and Zendesk to discuss building corporate development strategy at high-growth tech companies. She shares her proven deal thesis methodology, the "Four T's" framework for categorizing acquisitions, and why integration without an IMO might be the better approach for agile teams. Things you will learn: The Deal Thesis Framework – How to crystallize strategy before identifying targets using Hilary's proven document template The Four T's of M&A – Talent, Tech, Traction, and Terrain categories that determine your acquisition approach and integration strategy Integration Without IMO – Why embedding integration throughout the process beats traditional handoff models for most deals ___________________ The Buyer-Led M&A™ Summit is back.The virtual event built for dealmakers who want to eliminate chaos and take control from sourcing through integration.

Welcome back to the Alt Goes Mainstream podcast.Today's episode is with two executives who have helped to build one of the industry's leading alternative asset managers.In Permira Part 2, Brian Ruder joins his Co-Managing Partner and Co-CEO Dipan Patel in Permira's London office to discuss the firm's evolution and how the business has grown to over €80B in AUM.Both Brian and Dipan bring deep backgrounds in private equity investing to bear as they now lead the firm through its next phase of growth.Brian joined Permira in 2008 after working as a Partner at Francisco Partners. He's Co-Managing Partner and Co-CEO of Permira, also serving on the firm's Executive Committee and the buyout funds' Investment Committee. He was instrumental in building the firm's Technology sector team, which he co-led until 2023 where he worked on a number of the firm's notable transactions, including Ancestry, Genesys, Informatica, LegalZoom, Magento, McAfee, Relativity, Zendesk, and more.Dipan joined Permira from Gores Group and is Co-Managing Partner and Co-CEO of the firm. He serves on Permira Holdings Limited Board and Permira's Investment Committee and Executive Committee. He's focused on technology and services investing, working on deals such as Renaissance Learning, Informatica, Axiom, Adevinta, AllTrails, Ancestry, LegalZoom, and more.Brian, Dipan, and I had a thought-provoking conversation about what it takes to build and run a scaled alternative asset manager and how to differentiate a firm and a culture. We discussed:How the firm's beginnings have shaped the culture that has been built and how that culture has permeated how they make investment decisions, work with companies, founders, and LPs.The benefits and challenges of the collaborative leadership model.How would an LP underwrite Permira's culture?How the firm's European heritage helps as an investor.The opportunity set in Europe.The investment culture at Permira and how its structure and set up helps investment processes and decision-making.Why software buyouts have become a larger part of the buyout investing landscape.The Growth vs. Buyout mindset.The advantage for technology forward incumbents.How AI is impacting software investing and how AI is impacting services businesses.The thought process behind launching a wealth solutions business, Permira Wealth, and how it reflects the culture of the firm.Thanks Brian and Dipan for coming on the show to share the evolution of Permira and your expertise and wisdom in private markets.A word from AGM podcast sponsor, Ultimus Fund SolutionsThis episode of Alt Goes Mainstream is brought to you by Ultimus Fund Solutions, a leading full-service fund administrator for asset managers in private and public markets. As private markets continue to move into the mainstream, the industry requires infrastructure solutions that help funds and investors keep pace. In an increasingly sophisticated financial marketplace, investment managers must navigate a growing array of challenges: elaborate fund structures, specialized strategies, evolving compliance requirements, a growing need for sophisticated reporting, and intensifying demands for transparency.To assist with these challenging opportunities, more and more fund sponsors and asset managers are turning to Ultimus, a leading service provider that blends high tech and high touch in unique and customized fund administration and middle office solutions for a diverse and growing universe of over 450 clients and 1,800 funds, representing $500 billion assets under administration, all handled by a team of over 1,000 professionals. Ultimus offers a wide range of capabilities across registered funds, private funds and public plans, as well as outsourced middle office services. Delivering operational excellence, Ultimus helps firms manage the ever-changing regulatory environment while meeting the needs of their institutional and retail investors. Ultimus provides comprehensive operational support and fund governance services to help managers successfully launch retail alternative products.Visit www.ultimusfundsolutions.com to learn more about Ultimus' technology enhanced services and solutions or contact Ultimus Executive Vice President of Business Development Gary Harris on email at gharris@ultimusfundsolutions.com.We thank Ultimus for their support of alts going mainstream.Show Notes00:00 Message from our Sponsor, Ultimus01:18 Welcome to Alt Goes Mainstream01:56 Introducing Brian Ruder and Dipan Patel04:44 Private Equity and Technology04:54 Brian's Career Journey06:51 Dipan's Career Journey11:44 AI's Role in Modern Investing12:38 AI in Services and Technology13:27 Permira's Sector-Focused Approach13:54 AI's Broader Impact on Industries17:27 Leadership and Innovation in Private Equity18:49 Underwriting Deals in the AI Era18:53 Importance of Market Leadership21:58 Technology Forward Incumbents24:00 Permira's Continuous Innovation24:26 Building the Business of Permira24:36 Dipan's Perspective on Firm Growth25:35 Core Values and Their Impact26:39 Investment Strategies and Sector Focus27:19 Fluid Team Dynamics28:04 Growth vs. Buyout Mindset29:45 Long-Term Investment Philosophy30:29 Driving Terminal Value30:50 Optimizing Long-Term Profitability31:55 Case Studies: Informatica and Ancestry.com32:58 Skillsets for Growth-Oriented Investing33:26 Assessing Long-Term Outcomes34:09 Empowering Long-Term Thinking34:30 Big Picture Thinking in Investments38:05 Co-Leadership Model39:38 Challenges of Co-Leadership40:37 Permira's Entrepreneurial Culture43:14 Diversifying Capital Base44:58 Educating the Wealth Channel46:29 Permira's Brand in the Wealth Channel47:10 Future Evolution of PermiraEditing and post-production work for this episode was provided by The Podcast Consultant.

In this replay episode of Coach to Scale, host Matt Bonelli sits down with Ben Johnson, VP at Zendesk, seasoned sales leader, and longtime CrossFit coach, to explore what it really takes to build a thriving sales career. Drawing on more than 25 years of experience at companies like Dell, Oracle, Workday, and Zuora, Ben challenges the myth that sales success is measured only by the quarter. Instead, he shares why the true differentiator is consistent coaching, a culture of accountability, and the willingness to sharpen your sword through personal development.Listeners will walk away with actionable insights on transforming performance improvement plans into coaching opportunities, creating cultures where vulnerability is strength, and distinguishing between “must-dos” and “how-tos” in sales leadership. From rebranding coaching as a growth engine to embracing “deeds, not words,” this conversation delivers timeless lessons for sales reps, managers, and leaders who want to play the long game and win.Key Takeaways1. Coach to the career, not the quota – Long-term success comes from developing people beyond just hitting short-term numbers.2. Performance Improvement Plans can be growth tools – When used correctly, PIPs should guide reps toward improvement, not serve as a punishment.3. Coachability is the key to success – The most successful reps are those open to feedback, willing to adapt, and eager to learn.4. Culture starts at the top – A strong coaching culture must be modeled by leadership and reinforced consistently across the organization.5. Preparation and debriefing matter as much as the meeting – Success comes from doing the pre-work, running the meeting, and reflecting afterward to continually improve.6. Focus on “must-dos” vs. “how-tos” – Clear expectations around the basics (like CRM hygiene) free up time to coach on higher-value selling skills.7. Deeds, not words – Accountability is proven through consistent actions, not promises.8. Get the bad news early – Addressing risks and challenges upfront allows teams to respond effectively instead of scrambling at the last minute.9. Invest in personal development – Ongoing learning, mentorship, and self-improvement are essential to staying sharp and thriving in sales.10. Find mentors and be one – Having someone to guide you (and paying it forward to others) accelerates growth and resilience in a sales career.

No novo episódio do Podcast Canaltech em parceria com a Zendesk, o tema é Employee Experience (EX), ou simplesmente, a experiência do colaborador. Cada vez mais, empresas entendem que cuidar de quem trabalha dentro de casa é essencial para oferecer um atendimento de qualidade para o cliente. Para mostrar como isso acontece na prática, conversamos com duas marcas que têm muito a ensinar. O Asaas, empresa brasileira que cresceu simplificando a gestão financeira de empreendedores, explica como cultura, tecnologia e feedbacks constantes ajudam a engajar colaboradores e manter o cliente no centro das decisões. Já a Decathlon, gigante global do varejo esportivo, revela como transforma suas lojas em verdadeiros espaços de comunidade, conectando colaboradores e clientes por meio do esporte. Com o apoio da Zendesk, a empresa mostra que simplificar processos internos e investir em tecnologia é o caminho para equipes mais satisfeitas e consumidores mais fiéis. Você também vai conferir: Meta lança óculos com tela na lente e controle por gestos, Hacker preso em PE após vazar milhões de dados sigilosos e chaves PIX, B3 lança programa para dar mais liquidez aos títulos públicos no mercado, IA prevê risco de doenças com até 20 anos de antecedência e 99 lança pontuação de direção segura para reduzir acidentes de moto. Este podcast foi roteirizado e apresentado por Fernanda Santos e contou com reportagens de Vinicius Moschen, Lilian Sibila, Claudio Yuge, Nathan Vieira, Bruno de Blasi. A trilha sonora é de Guilherme Zomer, a edição de Jully Cruz e a arte da capa é de Erick Teixeira.See omnystudio.com/listener for privacy information.

Sabe aquela cena clássica de comemorar o aniversário no Outback, com direito a parabéns cantado e sobremesa na mesa? Ou a emoção de embarcar em uma viagem com a GOL para se conectar com quem você ama? Por trás desses momentos, existe muita estratégia, tecnologia e cuidado com cada detalhe. No episódio especial do Podcast Canaltech, feito em parceria com a Zendesk, conversamos com: Mauro Ciotto, Gerente de CX da Bold (holding que reúne marcas como Outback, Abbraccio e Aussie) e Luiz Borrego, CIO e líder de Inovação da GOL Linhas Aéreas. Eles contaram como suas empresas usam dados, IA e conexão humana para transformar clientes em verdadeiros fãs, seja no salão de um restaurante ou a bordo de um avião. Você também vai conferir: iPhone 17 chega ao Brasil por até R$ 18,5 mil, Microsoft decreta o fim do home office 100% remoto, proteja seu WhatsApp: dicas simples para evitar golpes e invasões, no espaço, até as células-tronco envelhecem mais rápido e BYD acelera e já ultrapassa a Honda no ranking de vendas no Brasil. Este podcast foi roteirizado e apresentado por Fernanda Santos e contou com reportagens de Wendel Martins, Marcelo Fischer, Viviane França, Nathan Vieira, Danielle Cassita sob coordenação de Anaísa Catucci. A trilha sonora é de Guilherme Zomer, a edição de Jully Cruz e a arte da capa é de Erick Teixeira.See omnystudio.com/listener for privacy information.

A inteligência artificial já é capaz de resolver a maioria dos atendimentos de forma rápida e eficiente. Mas quando o assunto é mais complexo, empatia e conexão humana continuam sendo indispensáveis. No novo episódio do Podcast Canaltech, em parceria com a Zendesk, os executivos Walter Hildebrandi (CTO Latam) e Rafael Lameirão (VP de Vendas no Brasil) explicam como equilibrar tecnologia e sensibilidade humana para criar experiências mais personalizadas, ágeis e inesquecíveis. Você também vai conferir: Uber anuncia trens de alta velocidade a partir de 2029, Anatel amplia o “Não Me Perturbe” e obriga todas as operadoras a aderirem ao bloqueio de telemarketing, Samsung lança Galaxy S25 FE com bateria maior, nova câmera frontal e recursos de IA, ChatGPT libera “Projetos” no plano gratuito para organizar conversas e arquivos, Instagram ganha app oficial para iPad, com interface otimizada e Reels em destaque. Este podcast foi roteirizado e apresentado por Fernanda Santos e contou com reportagens de Paulo Amaral, Emanuele Almeida, Vinicius Moschen, André Lourenti e Bruno de Blasi. A trilha sonora é de Guilherme Zomer, a edição de Jully Cruz e a arte da capa é de Erick Teixeira.See omnystudio.com/listener for privacy information.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #263, we welcomed Maxime Marchand, Senior Director of Product Management at GoTo based in Montreal, Quebec, Canada. As the leader in cloud communications and IT, GoTo addresses real-world challenges with practical innovations and a customer-first mindset. They offer secure, reliable, and AI-enabled solutions that are simple to adopt for small and midsize businesses and scalable to enterprises worldwide. Customers around the world rely on our products—GoTo Connect, LogMeIn Rescue, LogMeIn Resolve, GoTo Webinar, Grasshopper, and more—for consistent high performance and unbeatable uptime on any device.In this episode, Maxime and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at GoTo think through on a daily basis to build world class customer experiences.**Episode #263 Highlight Reel:**1. Organizational alignment through product management  2. The journey from engineer to CX leader  3. How speed, alignment & focus create growth opportunities 4. One-stop platform for managing customer communications 5. Constant customer listening to drive growth Click here to learn more about Maxime MarchandClick here to learn more about GoToHuge thanks to Max 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,  strategic partners (Hubspot, Intercom, & Zendesk) & On-Demand services & invite them to join the CX Nation!Want to see how your customer experience stacks up to others, ask us about the CXC Healthzone, an intelligence platform that shares benchmarks & insights from companies across the world. Huge thanks for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!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!!

AGNTCY - Unlock agents at scale with an open Internet of Agents. Visit https://agntcy.org/ and add your support. What happens when AI meets the chaos of real-world customer support? In this episode of Eye on AI, we sit down with Ryan Wang, co-founder and CEO of Assembled, to unpack how AI is transforming the future of customer service, without replacing humans. Ryan reveals how Assembled went from a workforce scheduling tool to a full-stack AI support platform used by companies like Stripe, Robinhood, and Honeylove. You'll learn how conversational AI agents are handling up to 75% of support inquiries, why voice is the next big frontier, and how AI copilots are helping human agents become 15% more productive. But this isn't just hype. Ryan shares the hard economic truths behind automation—why humans aren't going away, how companies are navigating global workforce optimization, and why hybrid AI + human systems are here to stay. This episode gives you a front-row seat into how the smartest companies are rethinking support at scale. Stay Updated: Craig Smith on X:https://x.com/craigss Eye on A.I. on X: https://x.com/EyeOn_AI (00:00) Preview and Intro (01:37) Ryan Wang's Journey from Stripe to Assembled   (04:55) Launching Assembled (09:49) From Scheduling Tool to AI-Powered Support   (12:11) Who Uses Assembled: Companies vs. BPOs   (14:57) Building Conversational and Voice AI Agents   (21:10) Competing with Zendesk, Salesforce & Crescendo   (23:07) How Assembled Integrates with Customer Support Stacks   (25:40) The Niche Power of Workforce Management Tech   (31:16) Why the Customer Support Market Is Ripe for Disruption   (33:47) How Assembled Swaps Between OpenAI, Claude & Others   (37:56) Evaluating LLMs with Golden Datasets and 'Vibe Checks'   (41:20) Multilingual Support and the Challenge of Europe   (45:11) Industry Focus vs. Complexity Focus   (47:43) Voice AI: The Next Big Frontier? (50:18) The Truth About AI Replacing Jobs in Support   (54:39) The Automation Paradox: Why Labor Isn't Shrinking  

Hey CX Nation,In this week's episode of The CXChronicles Podcast #262, we welcomed Pasquale DeMaio, Vice President at Amazon Web Services (AWS) based in Seattle, WA. Launched in 2006, Amazon Web Services (AWS) began exposing key infrastructure services to businesses in the form of web services -- now widely known as cloud computing.Today, Amazon Web Services provides a highly reliable, scalable, low-cost infrastructure platform in the cloud that powers hundreds of thousands of businesses in 190 countries around the world. With data center locations in the U.S., Europe, Singapore, and Japan, customers across all industries are taking advantage of our low cost, elastic, open and flexible, secure platform.In this episode, Pasquale and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at AWS think through on a daily basis to build world class customer experiences.**Episode #262 Highlight Reel:**1. How AWS thinks about team-building strategies  2. Leveraging Amazon Connect's Unified AI Engine  3. Streamlining customer service & success to fuel growth 4. Investing & supporting employee-driven innovation & cross-team collaboration 5. Building customer-centricity into the DNA of your engineering team Click here to learn more about Pasquale DeMaioClick here to learn more about Amazon Web Services (AWS)Huge thanks to Pasquale 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,  strategic partners (Hubspot, Intercom, & Zendesk) & On-Demand services & invite them to join the CX Nation!Want to see how your customer experience stacks up to others, ask us about the CXC Healthzone, an intelligence platform that shares benchmarks & insights from companies across the world. Huge thanks for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!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!!

Learn how to scale beyond seven figures using podcast-driven growth Everyone's chasing the latest marketing tricks while I've been watching smart business owners quietly use one simple strategy to close huge deals. In this episode, I sit down with Tom Hunt to share the truth about B2B podcasting that most people get wrong. We talk about how his 11th podcast guest became a $2M client before the episode even went live, why 97% of your prospects aren't ready to buy right now, and the 7-hour rule that can cut your sales time in half. This isn't about making content - it's about making money. Tom Hunt runs Fame, the B2B podcast company that helps businesses like Gong, Canva, Paddle, and Zendesk grow behind the scenes. He found this secret while working in marketing and turned it into a simple system that turns every podcast recording into a sales meeting. What I love about Tom is he doesn't just talk about making money from podcasts - he shows you exactly how to turn your show into a machine that brings in clients. KEY TAKEAWAYS: The real money in B2B podcasting comes from your guests becoming customers, not from building a huge audience of listeners. You can get ROI from podcasting in the short term by inviting potential customers and partners as guests on your show. 97% of your market isn't ready to buy right now, so you need a strategy to capture them when they are ready to purchase. Consumption drives conversion - prospects who consume 7+ hours of your content are much more likely to buy from you. One podcast episode can create weeks of content across social media, email, and other marketing channels. B2B podcasting is the hardest content to grow but the most valuable because you get 30-60 minutes of someone's undivided attention. Before you focus on getting more leads, fix your customer retention first because keeping clients is the foundation of growth. The best podcast positioning combines a clear niche (who you serve) with a unique edge (what makes you different from everyone else). Growing your business is hard, but it doesn't have to be. In this podcast, we will be discussing top level strategies for both growing and expanding your business beyond seven figures. The show will feature a mix of pure content and expert interviews to present key concepts and fundamental topics in a variety of different formats. We believe that this format will enable our listeners to learn the most from the show, implement more in their businesses, and get real value out of the podcast. Enjoy the show. Please remember to rate, review and subscribe to the podcast so you don't miss any future episodes. Your support and reviews are important and help us to grow and improve the show. Follow Charles Gaudet and Predictable Profits on Social Media: Facebook: facebook.com/PredictableProfits  Instagram: instagram.com/predictableprofits Twitter: twitter.com/charlesgaudet LinkedIn: linkedin.com/in/charlesgaudet Visit Charles Gaudet's Wesbites: www.PredictableProfits.com

Zendesk CEO Tom Eggemeyer joins Michael Krigsman to discuss the impact of AI CX on customer expectations. They explore real-world lessons from the Zendesk AI journey, including what has worked and what hasn't. Learn how customer service is being reshaped by ChatGPT and artificial intelligence and machine learning.Key Topics Covered:The shift from traditional chatbots to reasoning AI agentsWhy Zendesk only gets paid when AI successfully resolves issuesHow AI is more accurate (and sometimes more empathetic) than humansThe surprising ways AI is changing customer service metricsReal-world examples of AI successes and failuresThe future of work in an AI-dominated landscape

David is the creator of Ruby on Rails, Co-Owner of 37signals, best-selling author, Le Mans class-winning racing driver, antitrust advocate, investor in Danish startups, frequent podcast guest, and family man.He writes regularly on HEY World and speaks on The REWORK Podcast. Hundreds of thousands of programmers around the world have built amazing applications using Ruby on Rails, an open-source web framework he created in 2003, and continues to develop to this day. Some of the more famous include Github, Shopify, Airbnb, Square, Coinbase, and Zendesk.For my newest episode of From Start-Up to Grown-Up, I talk with David Heinemeier Hansson, Co-Founder of 37signals, to explore his journey of innovation, remote work, and unconventional management.Learn more about DHH | Websitehttps://dhh.dk/Connect with Alisa! Follow Alisa Cohn on Instagram: @alisacohn Twitter: @alisacohn Facebook: facebook.com/alisa.cohn LinkedIn: https://www.linkedin.com/in/alisacohn/ Website: http://www.alisacohn.com Download her 5 scripts for delicate conversations (and 1 to make your life better) Grab a copy of From Start-Up to Grown-Up by Alisa Cohn from Amazon

In a candid conversation with Zendesk CTO Adrian McDermott, it's become clear that enterprise AI has reached a pivotal moment. We're witnessing the end of AI theater and the emergence of practical platforms delivering real business value.   "We're moving from chapter one to chapter two of the application of generative AI," McDermott explains. "It's not just party tricks anymore - it's platforms. And we're really building things that have value and meaning." The Rise of Platform Thinking The shift from isolated AI features to comprehensive platforms marks a significant evolution in enterprise technology. Companies are no longer satisfied with flashy demonstrations - they demand measurable outcomes and clear ROI. This transformation is evident in Zendesk's new resolution platform, which integrates multiple AI capabilities into a cohesive system. The New Economics of AI Implementation Zendesk has pioneered outcome-based pricing for AI agents in the customer experience industry - a significant departure from traditional seat-based pricing models. This approach aligns vendor success directly with customer outcomes.   "You should really be able to run a model that would prove and predict the ROI upfront," McDermott notes, highlighting the increasing sophistication of AI implementation. Customers now expect vendors to demonstrate clear business value before deployment. Voice: The Critical Escalation Channel Despite predictions of voice's decline, it remains crucial in an AI-first world. McDermott explains: "In a world of automation, the escalation channel is voice, and you need it to be tightly integrated."   The future of voice in customer service is being reimagined through: Seamless integration with AI systems Warm handoffs between digital and voice channels Enhanced context preservation across interactions Real-time analytics and support The Resolution Platform Framework Zendesk's resolution platform represents a comprehensive approach to customer service, incorporating: Customer-facing AI agents Agent copilot systems Automated content generation Continuous analysis and quality assurance Unified governance and measurement Looking Ahead: The iPhone Moment? McDermott poses a crucial question: "Are we building Windows Mobile on top of generative AI, or is there innovation and disruption to come?" This reflection suggests we're still in early stages, with significant disruption ahead. Key Takeaways Enterprise AI has matured beyond demonstrations to delivering measurable outcomes Platform approaches are replacing point solutions Voice remains critical in an AI-first service strategy Economic alignment between vendors and customers is essential Continuous innovation and adaptation are necessary The shift from AI theater to practical platforms marks a new era in enterprise technology. Organizations must now focus on building comprehensive, outcome-driven AI strategies rather than chasing individual features or capabilities.

What happens when a customer service platform stops thinking like a vendor and starts operating like a partner? In this episode of Tech Talks Daily, I sit down with Andrew Lawson, EVP and GM for Zendesk Europe, to explore how the company is redefining the future of customer experience through AI, innovation, and a customer-first mindset. Zendesk may be a global name, but its European roots and strategic growth across the continent tell a story of evolution. From its founding in Copenhagen to becoming a powerhouse that supports over 100,000 customers globally, Zendesk has remained focused on one thing: being the best in customer service. Andrew and I unpack how this commitment translates into real-world outcomes, from faster resolution times to dynamic partnerships with top UK brands like Tesco, Next, and Liberty London. One of the standout themes of our discussion is the company's investment in Agentic AI, designed to handle up to 80 percent of customer interactions while leaving high-touch cases to human agents. We also dive into Zendesk's outcome-based pricing model, a shift that aligns success with resolution rather than licenses or agent seats. Andrew offers insights into why this change reflects a broader market expectation for ROI-driven platforms. We also touch on the company's five acquisitions over the last 18 months, including Local Measure, and how these moves strengthen Zendesk's capabilities in the CCAS space and deepen integrations with platforms like AWS Connect. As AI continues to shape customer and employee experiences, the conversation explores not just the technology but also the challenges, especially around execution, platform stability, and cybersecurity. So, what should business leaders be doing right now to balance rapid AI adoption with responsible deployment? How are enterprise expectations evolving in the face of economic pressure and customer demand? And what does it mean to lead in customer service when the rules are changing fast? Tune in to hear Zendesk's perspective from the frontlines of transformation.      

Segment 1 with Richard Hagberg starts at 0:00.Most start ups fail within 5 years. Many more are the walking dead- why do most founders build their company's to fail and what can they change about it.Rich Hagberg, Ph.D., often referred to as “Silicon Valley's CEO Whisperer,” is a trained psychologist who has spent the last 40 years of his career as an executive management coach for over 6,000 executives. Since 2009 he has worked with companies like Tinder, Twitter, Dropbox, MixPanel, Zendesk, Quora, Asana, Pinterest, Salesforce, Munchery, Reddit, Gusto, Cruise, Tinder, Optimizely, Instacart, Patreon, Nerdwallet, and Super Evil Megacorp (it's a gaming company).His new book is called "Founders, Keepers: Why Founders Are Built to Fail, and What it Takes to Succeed".Segment 2 with Lee Glickstein starts at 22:50.There is the old adage that we fear speaking in front of people more than death- the joke goes that we would rather be dead that speak in front of an audience.Lee Glickstein is a trailblazer in the field of public speaking and the creator of the globally recognized Speaking Circles method and founder of Speaking Circles International. He is an authority on leadership presence and magnetism in public speaking.  Having overcome his own crippling fear of public speaking, Glickstein has spent decades helping others transform their relationship with audiences. His first book is called "Be Heard Now! End Your Fear of Public Speaking Forever".Become a supporter of this podcast: https://www.spreaker.com/podcast/the-small-business-radio-show--3306444/support.

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?