بهترین پادکست های Gainsight (2024)

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Episode 8: Andrew Lau, Jellyfish 51:18

2d ago51:18

51:18

In this episode of Second Acts, Krish is joined by Jellyfish’s co-founder and CEO, Andrew Lau. Andrew begins the conversation with a modest admission: "Part of this is the entrepreneurial journey, probably a little impostor syndrome (we’re not done yet)... it’s hard to draw a line or make declarations around things definitively working or not. But …

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Digital Customer Success Maturity Model Assessment Launch and Post Churn-In Q&A | Episode 075 25:07

4d ago25:07

25:07

In this solo episode of the podcast, I spend a bit of time recapping a recent talk I gave together with Dan Ennis at Churn-In, ChurnZero's annual conference and also take some time to discuss the launch of the Digital CS Maturity Assessment, which you can go through by following this link for free: https://digitalcustomersuccess.com/dcsmaturity/ I …

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307: Keith Sonderling, EEOC Commissioner: using AI to make hiring more fair and eliminate human bias 47:42

5d ago47:42

47:42

Commissioner Keith Sonderling was confirmed by the U.S. Senate with bipartisan support as a Commissioner of the U.S. Equal Employment Opportunity Commission (EEOC) in 2020. Prior to this role, he served as the Acting and Deputy Administrator of the Wage and Hour Division at the U.S. Department of Labor. Before joining the Department of Labor in 201…

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CELab - Ep 142 - Samantha Murray - Boomeranging Back into Customer Ed 1:02:44

9d ago1:02:44

1:02:44

In this episode, we invite Samantha Murray discuss her journey of boomeranging back to Customer Education where we explore the importance of consolidating customer education programs, the challenges in the industry, and the need for career inspiration. Samantha shares her experiences in customer education at Shopify and Docebo, highlighting the val…

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Scrappy Automations that Boost Customer Success ROI w/ Joe Di Grande of Joe Does Tech Touch | Episode 074 40:11

11d ago40:11

40:11

Joe Di Grande, Founder of Joe Does Tech Touch, shares his experiences scaling accounts and building a tech touch program from the ground up. He and Alex discuss the critical role of clean data, simple automations, and AI in transforming customer interactions, emphasizing a problem-first approach over obsession with technology. Chapters: 00:00:00 - …

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OpenAI's AI Device, LinkedIn's Data Privacy Concerns, & Customer Evidence in GTM (with UserEvidence CEO, Evan Huck) 31:20

11d ago31:20

31:20

What does Jony Ive's collaboration with OpenAI mean for AI and hardware integration? Is it ethical for LinkedIn to use your data to train AI? How should customer data be used to support your go-to-market strategy? Those are the 3 big topics we’re covering on this episode of GTM News Desk. We’re joined by Evan Huck, CEO of UserEvidence, to share his…

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306: Dan Helfrich, CEO of Deloitte Consulting, on AI Job Creation & Predictions for AI in the Enterprise 33:15

12d ago33:15

33:15

Dan Helfrich is the Chair and CEO of Deloitte Consulting, where he leads a team of over 80,000 professionals. He frequently shares his expertise on topics such as the evolving consulting landscape, the future of work, and inclusive leadership. Before assuming his current role, Dan led Deloitte’s Government & Public Services division. A proud George…

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Episode 7: Bob Moore, Crossbeam 1:11:20

16d ago1:11:20

1:11:20

In this episode of Second Acts, Krish is joined by Crossbeam’s co-founder and CEO, Bob Moore. Bob traces a captivating line of inflection points across the three different SaaS startups (RJMetrics; acquired by Magento, Stitch; acquired by Talend, and Crossbeam; they recently acquired their biggest, most kindred-spirited competitor, marking a major …

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When You’re Promoted Above Your Peers 35:48

17d ago35:48

35:48

Just got that big promotion and now you're leading your former peers? Feeling overwhelmed by the sudden shift in responsibilities and relationships? It's time to equip yourself with the leadership skills you need to excel in your new role! In this episode, we break down the crucial lessons every new leader needs to learn when transitioning from pee…

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Season C - Ep. 7: Andrew Davies, CMO of Paddle, on Marketing, PLG, Payments, and other 36:57

17d ago36:57

36:57

Andrew discusses all things Marketing. BIO Andrew Davies is the CMO of Paddle, a payments infrastructure platform for high-growth SaaS companies serving over 3000 customers. He has more than 20 years of experience in start-ups ranging from leading global demand, advisory and consultancy. TIMESTAMPS 01:55 The role of CMO 03:30 What’s Paddle? 08:05 P…

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Inside the Build of 15Five's Digital CS Program w/ Natalia Andreeva & Kaelon Russell | Episode 073 52:35

18d ago52:35

52:35

In this podcast episode, Natalia Andreeva and Kaelon Russell of 15Five share their journey of building a digital customer success program from the ground up. They discuss their approach to content strategy, onboarding experiments, user health scoring, and the importance of cross-functional collaboration, highlighting how they integrate human and di…

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305: Matt Beane, Author & Professor, On Mastering Skills To Stay Relevant In the Age of AI 41:46

19d ago41:46

41:46

Matt Beane is a writer, professor, and advocate for fostering a harmonious coexistence between humans and machines in the workplace. His influential TED Talk from 2018 has garnered over 1.8 million views, challenging conventional perspectives on AI's role in the workforce by highlighting its divergence from traditional human skill acquisition. As a…

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CELab - Ep 141 - Rethinking Customer Education Strategy: The Power of Active Listening 50:57

23d ago50:57

50:57

In this episode, Dave Derington and Adam Avramescu explore the role of strategy and active listening in the field of customer education. They challenge the notion that rigid frameworks and pre-defined strategies are the key to success, arguing that the ability to adapt and deeply listen to customers and stakeholders is often more important. The val…

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Tattoos to Tech: Larissa Licha’s Mission to Bridge R&D and CS as CEO of Joyn | Episode 072 54:42

25d ago54:42

54:42

Larissa Licha, co-founder and CEO of Joyn, discusses the challenges of cross-department collaboration between customer-facing teams and R&D, particularly in fast-growing tech companies. She also shares insights from her entrepreneurial journey, emphasizing the need for flexibility in product development and the role of AI in optimizing business pro…

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Open AI, AI Benefits, & Data-Driven Marketing (with Outreach's SVP of Marketing, Ali Jawin) 32:38

25d ago32:38

32:38

How does OpenAI's massive fundraising and $150 billion valuation reflect the growing role of AI in marketing? Is AI truly benefiting both B2B companies and their customers, as Scott Brinker's recent research suggests? What is the best framework for using data-driven marketing to align with your C-Suite this budget season? Those are the 3 big topics…

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304: Dave Smoley, Legendary Serial CIO & Investor, On Transforming Tech Culture at Apple, AstraZeneca, GE, Honeywell, and Flex 40:59

26d ago40:59

40:59

Dave Smoley recently received a well-earned Lifetime Achievement Award (and signed Billy Idol guitar) from Workday co-founder Aneel Bhusri to recognize his 30 years of technology leadership. This week, we discussed his journey from basement to boardroom as a leader at companies like Apple, AstraZeneca, GE, Honeywell, and Flex. Dave shares unique in…

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Episode 6: Jonas Ruyter and Vidya Peters, DataSnipper 47:13

1M ago47:13

47:13

In this episode of Second Acts, Krish is joined by DataSnipper’s co-founder, Jonas Ruyter, and their CEO, Vidya Peters. They shed introspective light on how they thoughtfully underwent (what often is) among the most exactingly strained transitions for scaling SaaS businesses: hiring an external leader as the CEO. Jonas: "Always, indeed, be laser fo…

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Inside Salesforce: Driving Customer Value with AI & Automation with Bernard Slowey, VP of Digital CS | Episode 071 54:19

1M ago54:19

54:19

Bernard Slowey, VP of Digital Customer Success at Salesforce, joins the show to discuss the transformation of customer service through digital tools, AI, and data-driven insights. He and Alex explore how Salesforce is leading the way in enhancing customer experiences by unifying support, success, and training portals, leveraging burgeoning AI tools…

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303: Chris Caren, CEO @ Turnitin, on using AI to prevent students from cheating plus lessons for leaders on innovation and team culture 40:34

1M ago40:34

40:34

Chris Caren, CEO of Turnitin since 2009, has played a pivotal role in transforming the company from a plagiarism prevention tool to a comprehensive education technology platform that promotes academic integrity, streamlines grading, and enhances educational outcomes. Under his leadership, Turnitin was acquired by Advanced Publications in 2019 for $…

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CELab - Ep 140 - Dan Ennis - Bridging the Gap - Collaboration Between Digital Customer Success and Customer Education 47:21

1M ago47:21

47:21

Adam Avramescu and Dan Ennis discuss the evolving field of digital customer success, emphasizing its focus on leveraging digital-led programs to improve customer outcomes, retention, and growth. Dan highlights the importance of proactive and reactive digital programs, such as email and in-app series, to engage customers at scale. He stresses the ne…

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AI Job Takeover, NBA's Media Shift, & Marketing Leadership (with CaptivateIQ’s CMO, Katie Foote) 29:56

1M ago29:56

29:56

Is AI actually helping folks be more productive at work? What can B2B learn from then NBA's new media agreement? What does an actual modern (and successful) marketing leader look like these days? Those are the 3 big topics we’re covering on GTM News Desk. And we’re joined by Katie Foote, CMO of CaptivateIQ and a former executive at Drift and Salesf…

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Four Ways to Measure Your Digital Customer Success Program | Episode 070 21:43

1M ago21:43

21:43

Monthly Scale and Digital Meetup: https://digitalsuccess.gradual.com The Ultimate Guide to Digital CS: 4 Pillars for Success w/ Alex Turkovic & Jan Young: https://zoom.us/webinar/register/6817263533053/WN_GqOn3y7JSZWBt_YM3i87kw#/registration In today's show... Measuring Digital Customer Success can be an elusive thing. It necessitates borrowing fro…

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302: Vijay Balasubramaniyan, Co-Founder of Pindrop, on The Journey to Raising over $200 Million to Detect Audio Deepfakes 36:23

1M ago36:23

36:23

Vijay is the co-founder and CEO of Pindrop, a leader in voice security technology. With a background in engineering and research roles at Google, Siemens, IBM Research, and Intel, Vijay invented phone printing technology in 2010 and launched Pindrop in 2011. Under his leadership, Pindrop has raised over $200 million from investors, including JC2 Ve…

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Episode 5: Jason Cohen, WP Engine 57:21

1M ago57:21

57:21

In this Second Acts episode, WP Engine’s (previously: ITWatchDogs’ and SmartBear’s) founder, Jason Cohen joins Krish to discuss: how predictability becomes required to withstand the pressures of scale, how Jason has consistently sought different roles (from CEO to CTO to Chief Innovation Officer) to contribute as a founder, how WP Engine set up all…

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Humanizing Digital CS and Personal Branding with Bob Mathers | Episode 069 37:02

2M ago37:02

37:02

In this episode of the Digital CX podcast, Alex Turkovic chats with Bob Mathers about personal branding on LinkedIn, the balance between human interaction and digital communication, and other strategies for customer success. They explore how storytelling, authenticity, and thoughtful use of technology can enhance customer experiences and build trus…

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301: William Osman On The Path To 500M+ YouTube views: From Engineering Experiments to Viral Videos 43:04

2M ago43:04

43:04

William Osman is a prominent tech creator and inventive mayhem conjurer on YouTube, with over 3 million followers and nearly 200 videos that have collectively amassed over half a billion views. As the mastermind behind Open Sauce, a major creator community event that drew over 20,000 attendees, 500 exhibitors, and 150 celebrity creators, William ha…

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CELab - Ep 139 - Melissa Kruminas @ Docebo - Building Value-Led / Product-Supported Customer Education 50:37

2M ago50:37

50:37

In the evolving world of business, customer education plays a crucial role in driving success. Yet, creating impactful, scalable programs can be challenging. Traditional methods often fall short, requiring innovative approaches to enablement and education. We’re joined by Melissa Kruminas, a global enablement leader, now at Docebo, where she focuse…

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Season C - Ep. 6: Nick Mehta, CEO of Gainsight, on Creating a New Product Category + Past, Present, and Future of Customer Success 37:04

2M ago37:04

37:04

Nick discusses early days of Gainsight and how they were able to build a new product category - Customer Success - that since has become inseparable from SaaS. BIO Nick Mehta has been Chief Executive Officer of Gainsight, a leading customer success SaaS platform provider since February 2013. Prior to Gainsight, he served as Chief Executive Officer …

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Scale & Digital at Early Stage Startups w/ Mary Caballero | Episode 068 37:17

2M ago37:17

37:17

Mary Caballero, hire number 1 at Champify, shares her journey in scaling customer success at an early-stage startup. The conversation delves into the challenges and strategies of driving digital-first customer engagement, the importance of responding to customer feedback, and how to effectively manage key customer relationships in a rapidly growing…

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Nike’s Strategy Flop, Hubspot’s AI Search Grader, & ICP Tips (with SalesIntel’s Manoj Ramnani) 38:59

2M ago38:59

38:59

What can we learn from Nike’s last marketing pivot that failed? Is Hubspot’s AI SEO tool actually helpful? How do you define your ICP to be both people-first and fueled by data? These are the 3 big topics we’re tackling on this episode of GTM News Desk. We’re joined by SalesIntel’s CEO, Manoj Ramnani, who breaks down the importance of defining your…

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300: Pankaj Kedia, AI pioneer and VC @ 2468 Ventures, On The Fast Approaching Age of Abundance 31:38

2M ago31:38

31:38

Pankaj Kedia has been a trailblazer across laptop PC, smartphone, and wearable products, having held leadership roles at Intel and Qualcomm over the last 3 decades. Now an active AI investor, advisor, mentor, and speaker, Pankaj founded 2468 Ventures in 2021 and has since made angel investments in such notable AI companies as Anthropic, Athena, Fig…

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Episode 4: Bo Jiang, Lithic 34:37

2M ago34:37

34:37

In this Second Acts episode, Krish speaks with Lithic’s co-founder and CEO, Bo Jiang; who breaks down how Lithic (a fast-scaling, B2B infrastructure play in the card issuing space) came about as a compelling second act while running a cash-efficient, B2C startup. Bo: “Infrastructure businesses tend to trend as being horizontal vs verticalized busin…

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Helping Sells - Mastering the Art of Consultative Customer Success 47:30

2M ago47:30

47:30

Have you ever struggled to get customers to see things your way, even when you know you're right? The problem might be that you're up against some powerful cognitive biases that impact how people process information and make decisions. In this eye-opening episode, Rachel chats with Dan Smaida, author of "The Psychology of Advice" and an expert in u…

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Transforming Slack into a Customer Support Hub with Joydeep Sen Sarma, CEO of Clearfeed.ai | Episode 067 53:35

2M ago53:35

53:35

In this episode, Joydeep Sen Sarma, founder and CEO of Clearfeed, discusses the evolution of customer success in the SaaS world, emphasizing the shift from transactional support to ongoing, relationship-driven models. He also shares insights on how Clearfeed transforms Slack into a structured customer management tool, the role of AI in customer int…

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Josh Allan Dykstra, Founder of The Work Revolution, On Finding Work You'll Love 32:56

2M ago32:56

32:56

Josh Allan Dykstra is a polymath and TEDx speaker who has made significant contributions as a published author, musician, and CEO. As a sought-after coach on the future of work, Josh has collaborated with industry giants like Amazon, Microsoft, Apple, and Chanel. He founded The Work Revolution, an organization dedicated to creating energy-based wor…

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CELab - Ep 138 - Michele Wiedemer - The Learner-Centered Design Model - Part 2 49:14

2M ago49:14

49:14

In business, the need for engaging learning experiences is staggeringly important. Yet the “how” is elusive. Conventional educational approaches don’t work well. You can be tempted to fall back on trusted methodologies only to find them to be too slow, unwieldy, or frustrating. We’re joined by Michele Wiedemer, Customer Education consultant and exp…

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Career Growth in Digital Customer Success with Jess Osborn of GoCardless | Episode 066 45:59

2M ago45:59

45:59

In this episode of the Digital CX podcast, Jess Osborn shares insights from her career journey, discussing her experiences with customer success, account management, and scaling global teams at companies like Bazaarvoice and, currently, GoCardless. She emphasizes the importance of action-based onboarding, digital tools in renewals, and the evolving…

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Zero-Click Content, Meta’s AI Characters, & 2024 Content Marketing Stats (with Sparktoro’s Amanda Natividad) 41:24

2M ago41:24

41:24

How is content marketing changing in 2024?? What is up with the Meta custom AI characters? How do you make effective zero-click content? Those are the 3 big topics we're covering today, on GTM News Desk. And we're joined by Amanda Natividad, VP of Marketing at Sparktoro, to share her expertise on zero-click content. (She coined the term, after all)…

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Nick Mehta, CEO of Gainsight, On Building A Human-First AI Culture 39:36

2M ago39:36

39:36

Nick Mehta is the legendary CEO of Gainsight, a leading company in the customer success space, where he's played a pivotal role for over 11 years, growing it into a powerhouse with over 20,000 customers and $100 million in ARR. Before Gainsight, Nick was a serial entrepreneur, having led LiveOffice until its acquisition by Symantec, and co-founded …

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Episode 3: Allison Pickens, The New Normal Fund 54:51

2M ago54:51

54:51

In this Second Acts episode, Krish speaks with The New Normal Fund’s founder and GP, Allison Pickens; who draws on her time as the former COO of Gainsight and her work with several remarkable (pre-seed to pre-IPO) SaaS companies, to illuminate some of the foundations (across people, product, and GTM) necessary for scaling up. Allison: “If you put… …

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Onboard Yourself Like a Leader - The Ultimate 30-day Checklist 39:39

2M ago39:39

39:39

Are you starting a new CS leadership role and feeling overwhelmed? Do you want to make a great first impression but don't know where to start? Jump into this episode to discover a step-by-step guide for onboarding yourself in a new CS Leadership role. Learn how to prioritize tasks, build relationships, and how to set yourself up for long-term succe…

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The Four Pillars of Digital Customer Success | Episode 065 28:16

2M ago28:16

28:16

In this solo episode, I take you through the 4 Pillars of Digital Customer Success, a model I have come up with over the past years to help establish a strong foundation for a digital CS program. I also cover a few news tidbits related to CS. Join me as I walk you through the four pillars: Customer Journey Data Automation Content Chapters: 01:05 - …

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Silvio Savarese, EVP Salesforce, From Ivory Tower to Corporate Labs: The Real Challenges of AI Development 39:20

2M ago39:20

39:20

Silvio Savarese is a pioneer and AI research lead with the AI research team at Salesforce, one of the largest and most influential enterprise software companies globally. Before joining Salesforce in 2021 as Executive Vice President and Chief Scientist, Silvio spent nearly 11 years in academia at Stanford, where his research focused on robotics, ma…

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Ep 137 – Michele Wiedemer - The Learner-Centered Design Model - Part 1 53:22

3M ago53:22

53:22

In business, the need for engaging learning experiences is staggeringly important. Yet the “how” is elusive. Conventional educational approaches don’t work well. You can be tempted to fall back on trusted methodologies only to find them to be too slow, unwieldy, or frustrating. We’re joined by Michele Wiedemer, Customer Education consultant and exp…

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Season C - Ep. 5: Rob Belcher, Managing Director at SaaS Capital, on Non-dilutive Debt for SaaS Companies 33:56

3M ago33:56

33:56

Rob discusses the benefits and typical terms of Venture debt. BIO Rob is the managing director SaaS Capital, a financial institute that offers debt-based growth financing as alternative, non-dilutive capital for SaaS companies. Prior to SaaS Capital Rob held senior executive roles at Lighter Capital, an alternative lender to small technology compan…

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AI Tooling to Drive Growth & Break Down Silos with Masha Krol of Glowstick | Episode 064 49:49

3M ago49:49

49:49

In this episode, Alex interviews Masha Krol, CEO of Glowstick about the various innovative uses of AI in customer success to identify growth opportunities and enhance collaboration between CS and commercial teams. Masha shares her takes on the evolution of digital customer success, emphasizing the importance of leveraging AI to analyze customer con…

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Funnel Strategy, SEO, & Acquisition News (with Gainsight’s Nikki Engel) 30:58

3M ago30:58

30:58

What is there to know about PathFactory’s acquisition of UberFlip? How do you design a people-first marketing funnel? Where is the future of SEO headed with Google’s latest updates? Those are the 3 big topics we’re covering on this episode of GTM News Desk. And we’re joined by Gainsight’s Director of GTM Strategy & Customer Education, Nikki Engel, …

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Armen Berjikly, CTO @ BetterUp, On Using AI to Unlock Human Potential 49:08

3M ago49:08

49:08

Armen Berjikly is a serial entrepreneur and the recently appointed CTO at BetterUp, a human transformation platform founded in 2013 that employs over 3,000 coaches to help individuals achieve greater clarity, purpose, and passion through expert guidance. Before joining BetterUp, Armen co-founded Motive, which was later acquired by BetterUp, and Ken…

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Episode 2: Brendan Schwartz and Chris Savage, Wistia 40:21

3M ago40:21

40:21

In this Second Acts episode, Krish is joined by Wistia’s co-founders, Brendan Schwartz and Chris Savage, as they thoughtfully recount lessons from a path-altering decision (buying out their investors) in Wistia’s exemplary, 18-year history. Brendan: “The other thing that’s surprising is, how hard and how much work it is to build great software at s…

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Gainsight's Easton Taylor on the Power of Human-First Leadership 47:02

3M ago47:02

47:02

Are you struggling to balance business results with employee well-being? Do you wonder how to create a high-performing team while treating them with humanity? It's time to explore the transformative impact of human-first leadership in customer success. Join Rachel Provan as she sits down with Easton Taylor, SVP of Customer Success at Gainsight, to …

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