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One on One Interviews
32 minutes | 3 days ago
Jon Fasoli of Intuit: Automation and AI allow focus on creating opportunities, not mundane tasks
Last week’s conversation with Katherine Kostereva of Creatio on how low-code/ no-code development platforms will be a huge factor in helping non-programmers to automate their own tasks and processes was eye opening for me. And I wanted to see how the message of the importance and relevance of the latest automation tools is being received by microbusinesses as well as self-employed folks – people who need the most help getting things done to stay afloat. Which is why it was great timing being able to follow my conversation with Katherine up with Jon Fasoli, VP and Segment Leader, Small Business and Self-employed, for Intuit. During our LinkedIn Live conversation Jon shared with me how artificial intelligence and automation is helping even one-person bands spend more of their precious time on experimenting with new ways to connect with customers and prospects, and less time doing mundane activities. He also discusses how more digital interactions are feeding AI in platforms like Quickbooks that automatically provide insights into your business that lead to better decision making on how to best use the limited resources smaller businesses have at their disposal in order to make the most of tough situations like we’ve all faced over the past 15 months.
44 minutes | 10 days ago
Katherine Kostereva of Creatio: Low-code No-code is the answer to the growing automation challenge
I spoke with Katherine Kostereva four years ago during her company’s user conference. Back then the company she founded was named bpm’online, but today the company is called Creatio and has recently raised $68 million to further build out their no-code low-code platform aimed at helping non-IT people use easy interfaces to automate business processes on their own. Four years ago we spoke about how 80% of companies had not fully automated their important business processes and the impact that was having on productivity and efficiency. So I was eager to circle back around during a recent LinkedIn Live conversation with Katherine to see where things stand now and how the pandemic might have impacted things.
68 minutes | 17 days ago
Janelle Dieken of Genesys – Thought leadership must be about authenticity and relevance to customers
Thought leadership. Everybody is talking about it as a way to influence markets and consumer behavior - whether it’s aimed at individual or corporate consumers. It comes in a dizzying array of formats, channels and devices. It can be about trends, best practices or even tips and tricks. And businesses are trying to incorporate it into more opportunities to stay connected with customers and prospects over time to build long-lasting relationships with them. But many companies seem to be focusing their thought leadership efforts on their needs instead of delivering what’s important to the audience they want to connect with. In a recent CRM Playaz episode, me and co-hosts Paul Greenberg and Nicole France spoke with Janelle Dieken and Ginger Conlon who are heading up thought leadership efforts for Genesys, a leading customer experience platform. Janelle, VP of Content and Thought Leadership, and Ginger, Thought Leadership Director, shared with us their views and approach to building thought leadership that first and foremost provides customers and prospects with content that delivers relevancy and authenticity in a way that leads to trust.
39 minutes | 24 days ago
A Few Good Minutes With Shannel Wheeler - Your Brand Is Not Your Logo
Branding and marketing are topics that will always be of interest to businesses of all sizes. And the importance of getting branding right is only growing, as it gets more difficult to get and keep people’s attention long enough to make a compelling case to them to give us a shot. But as positive that branding can be to help us capture the attention from those we want it from, if it’s done wrong it could end your chances of building that relationship before it even starts – especially if you believe your brand is all about a logo. Recently I spoke with Shannel Wheeler, founder of Awesome Design Academy, about what it takes to pull off a successful branding/rebranding project, like the one she led for leading ABM (Account Based Marketing) platform Terminus. Below is a transcript from a portion of our conversation. Click the SoundCloud player to hear the full conversation. And let me give a special shoutout to martech expert Anand Thaker joining us for this discussion.
24 minutes | a month ago
Tim Chen Of NerdWallet: Time to focus on more organized corporate social responsibility program
Last week personal finance app and website NerdWallet announced moving $2 million of NerdWallet capital to Self Help Credit Union – which serves low-income populations in Oakland, CA. The company is also partnering with the nonprofit association of community credit unions, Inclusiv, to scale up this effort nationally. Tim Chen, CEO and founder of NerdWallet, is hoping this will spark other companies to leverage the position credit unions have in local communities – many of which are in low-income and distressed areas hit hard by the pandemic – to pump much needed funding and capital directly into the hands that need it most. I recently spoke with Tim via LinkedIn Live to get a bit more insight into why doing this now is important to NerdWallet, how the employees of the company were a driving forced behind the idea, how working with credit unions is a better fit for this effort than partnering with the big banks, and how helping underserved communities is also benefiting NerdWallet as well.
13 minutes | 4 years ago
Sameer Patel of Kahuna: Mobile Marketing Provides Realtime Link between Insights and Interaction
Sameer Patel, CEO of Kahuna, makers of a mobile marketing/communications platform, shares how modern mobile marketing platforms can ingest signals coming from consumer devices and turn them into opportunities to engage them in a more personalized way in order optimize conversion opportunities – and extend customer relationships. He also shares how turning perishable inventories (goods, services, time, distance, etc) into timely offers can maximize profit margins, and why cross-channel communication goes beyond multichannel to increase the likelihood of meaningful engagement with today’s more sophisticated consumers.
16 minutes | 5 years ago
Tien Tzuo of Zuora: In Five Years You Won’t Buy Anything, but Subscribe to Everything
Tien Tzuo, cofounder and CEO of Zuora, introduced us to what the SE was back then. And last week, I had the opportunity to catch up to Tien at the Zuora headquarters to see where we’re at today with subscription business models. He talks about how far the business model has come in those five plus years, how latest technologies like IoT and machine learning is changing the subscription business, and why he feels that five years from now we may not be buying anything the traditional way.
17 minutes | 5 years ago
Amy Downs of Lifesize: Subscription Businesses Need Customer Service at its Core to Drive Success
Amy Downs, Chief Customer Success and Happiness Officer Lifesize, shares with us how the key to the company’s transformation to a subscription business model was changing the corporate culture to be customer-first. And how that change raised their net promoter score from negative four to over seventy, increased customer retention rates, and created a customer support team that finally understood their value to the business.
19 minutes | 5 years ago
Jody Glidden of Introhive: Relationship Intelligence Automation is Key to CRM Adoption and Success
Jody Glidden, CEO and co-founder of Introhive, a SaaS-based platform which brings relationship intelligence into CRM with data automation and sales acceleration, shares how machine learning and automation now makes CRM more appealing to sales professionals. Below is an edited transcript of the conversation. To hear the full conversation please click the embedded player below.
12 minutes | 5 years ago
Paul Greenberg of The 56 Group: CRM, Customer Engagement & Customer Experience Aren’t One in Same
More and more terms like customer engagement and customer experience are being used in today’s business lexicon. And more and more you see them being used interchangeably. On top of that customer service and customer experience are used the same way. And if that weren’t confusing enough, in many conversations all these phrases are sometimes being used interchangeably with customer relationship management (CRM). At this year’s ExCom 2016 event, Paul Greenberg, author of seminal CRM at the Speed of Light series and known in the industry as “The Godfather of CRM”, broke down these terms and how they differ, and how they are related and work together to implement modern customer engagement strategy.
12 minutes | 5 years ago
Dave Gerhardt of Drift: Using Marketing Bots to Get Rid of Website Lead Forms
There’s been a ton of talk around bots ever since Facebook announced its chatbot platform back in April. And now more than 11,000 bots have been added to Facebook Messenger. The original use cases for bots centered around customer support – where you’re looking for a help with something, or maybe a status update, or even needing to change a flight. But now Drift, a messaging app platform for creating marketing bots, is looking to help companies use the technology to connect with website visitors and convert them to customers – and do so at scale. Dave Gerhardt, director of marketing for Drift, discusses the role marketing bots can play in interacting with modern consumers, and how marketing bots are poised to make filling out web lead forms a thing of the past.
15 minutes | 5 years ago
Judy Chan of Urban Airship: 82% of Millennials More Likely to Loyalty Card on Their Mobile Device
Urban Airship, a mobile SaaS company, recently surveyed 2,000 consumers on how their attitudes and usage of mobile wallet technology, like Apple Wallet and Google Wallet. The findings point to a rapid shift in mobile consumer behavior, including: • More than half of those surveyed (54%) had already used a mobile wallet pass in one form or another. • 69% said they are more likely to use customer loyalty cards if they are stored on their phone • Mobile Wallets is in the top four ways consumers want to be kept up to date about sales Judy Chan, product manager at Urban Airship, shares more insights coming from the survey, including the positive impact on customer loyalty the use of mobile wallet technology can have.
14 minutes | 5 years ago
Jason Mann of SAS: IoT Provides Opportunities for Top and Bottom Line Growth, New Business Models
Billions of connected devices will lead to unbelievable amounts of data –which can lead to new business opportunities for companies agile enough to take advantage of the situation. Jason Mann, director of emerging solutions and product management for SAS, a leading provider of business analytics software and services, shares how companies can capitalize on Internet of Things (IoT) opportunities from both efficiency and revenue generating perspectives.
15 minutes | 5 years ago
Alan Trefler of Pegasystems: The Coming Customerpocalypse Will Devastate Slow-moving Companies
According to Build for Change: Revolutionizing Customer Engagement through Continuous Digital Innovation, a recent book authored by Pega’s CEO and founder Alan Trefler, companies are not moving fast enough to keep up with behavioral changes customers are going through, which is causing what he calls an oncoming customerpocalypse. Trefler recently shared with me what exactly is the customerpocalypse and why he feels many companies will not survive it. He also discusses why he’s not worried about bots and machine learning technology putting executives out of business just yet.
27 minutes | 5 years ago
Nate Shaw of Brooklyn Music Factory: Automation provides opp to create value for your customers
Nate Shaw, co-founder of Brooklyn Music Factory, shares with us how automation marketing processes transformed the business, changed the business model, and put them on the road to success.
13 minutes | 5 years ago
Cindy Bates of Microsoft: Business Intelligence Will Be Transformative for Small Business
It’s been five years since we last spoke with Cindy Bates, Vice President of Small and Midsize Business for Microsoft. With so many developments taking place in that timespan, we were excited to catch up with Cindy and here her thoughts on what have been the biggest small business developments of the last five years, and also see what she feels will be the biggest development of the next five years.
11 minutes | 5 years ago
Sangram Vajre of Terminus: Account-Based Marketing Helps Speed Up Sales Pipeline Velocity
Account-based marketing (ABM) is a term that has gained a great deal of traction over the past twelve months, but many still aren’t familiar with what it is. Wiley Publishing has just released Account-Based Marketing for Dummies to help people understand how ABM can help drive more B2B sales. Sangram Vajre, CMO and cofounder of ABM platform Terminus, wrote the book and shares with us his thoughts on how ABM can help sales and marketing teams get on the same page in order to speed up the sales process and close more deals faster.
11 minutes | 5 years ago
Ciara Viehweg of Facebook: Over 1.5 million Small Businesses Posted Videos in the Last Month
With next being National Small Business Week, Facebook is holding a small business event in Atlanta, GA. We caught up with Ciara Viehweg of Facebook’s SMB Community Engagement Team as she shares with us how small businesses are leveraging Facebook’s platform to build deeper relationships with customers and prospects to grow their businesses. Ciara also shares a few tools SMBs can use to get the most out of Facebook’s platform from a customer engagement perspective.
16 minutes | 5 years ago
Lindsay Bayuk of Pure Chat: Using Chat to Be Human and Convert More Site Visitors
Lindsay Bayuk, head of Product for Pure Chat, shares how integrating chat capabilities into your website can help small businesses convert more site visits into transactions, email list signups, and other important conversions that allow you to create long-lasting relationships with more customers.
15 minutes | 5 years ago
Wilson Raj of SAS: Millennials have More Concerns, Expectations for How Their Information is Used
As the more data gets generated in less time – by more devices – it’s bringing more attention to how companies are using that information. Wilson Raj, Global Director of Customer Intelligence for marketing analytics platform provider SAS, discusses recent findings from the company’s study - Mobility, Vulnerability and the State of Data Privacy. Raj shares his thoughts on why millennials are both more concerned with and expect more from companies with respect to how they are using customer information. And why companies using information to impact customer lifestyles are more likely to find more success with digital natives, than with the Over 40 crowd.
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