Episodes
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In this episode, Thomas finally finds the person he’s been searching for: Mike Fouts, Chief Business Officer at ShareFile, who speaks to how AI and data are revolutionizing the sales function in technology companies. Mike shares his hands-on experience leading a digital-first, data-driven transformation at ShareFile, including detailing how AI is being used to predict renewals, drive customer engagement, and reshape the traditional go-to-market model.
From verticalizing sales strategies to automating customer interactions and leveraging data to predict churn and expansion opportunities, Mike explains how the integration of AI is making sales teams smarter and more efficient. With insights on evolving sales roles, data modeling, and the future of B2B transactions, this episode is packed with actionable takeaways for revenue leaders looking to stay ahead in a rapidly changing market.
Listen in to learn how your company can embrace AI and data to innovate its sales strategy and drive revenue growth!
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Are you effectively leveraging AI in your workflows? As Thomas continues the AI research journey, AI Use Cases for Generating Revenue, he reveals the power of AI in revenue generation. With TSIA’s latest paper, The Emerging 20, highlighting critical AI use cases, Thomas is on a mission to show how AI is a game-changer for businesses today.
Joining his conversation are Seth Halpern and Derek Butts, co-founders and co-CEOs of Embrace.ai, an innovative AI startup that is transforming how companies accelerate go-to-market workflows. Seth and Derek share their journey of building Embrace from the ground up, discussing how their platform is enabling companies to streamline sales, marketing, and customer success processes. They reveal the tangible benefits of AI in reducing costs, speeding up go-to-market strategies, and significantly improving customer satisfaction.
They also discuss in detail the practicalities of implementing AI, including how to curate content, train AI models to speak in your company’s voice, and empower sales teams with real-time insights. Using real-world applications, this episode provides a detailed look at how AI is reshaping business models and why companies must adopt these technologies now to stay competitive.
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Missing episodes?
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In this episode of TECHtonic, Thomas Lah welcomes Dr. Jessica Kriegel, Chief Scientist of Workplace Culture at Culture Partners. In light of today’s rapid shifts in technology business models, the conversation addresses head-on the challenges of change management. Jessica shares her insights on why traditional approaches fail, the importance of continuous change, and how to cultivate a culture where employees not only embrace change but thrive in it. Drawing from her experience in the technology industry and beyond, she discusses how to build accountability, shift beliefs, and gain alignment within leadership teams. Join us as we explore strategies to navigate and lead through the constant transformation in today's technology landscape.
Then catch Jessica in person at TSIA World ENVISION this October 21 - 23! In her inspiring keynote, How To Get People To Give A Sh*t, she will motivate your team to step into accountability and take an active role in growing your business impact.
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The transformative potential of AI in the technology industry is driving companies focus on growth without significantly increasing their sales and marketing spend. Thomas speaks with Brent Grimes, CEO of Reef.ai, about how to efficiently drive revenue growth by introducing AI into the process.
Brent shares the journey of Reef.ai and its aim to predictively unlock customer value, helping companies transition from gut-feel decisions to data-driven strategies. This allows for optimized resource allocation and significantly improves revenue retention and expansion, all through a robust AI-powered approach.
They discuss the importance of leveraging machine generated and process consistent data to create powerful predictive models, including the critical role of continuous improvement and feedback loops in refining these models for optimal performance.
Listeners will walk away with valuable insights into the practical applications of AI, such as enhancing churn prediction, mitigating risk, and driving customer engagement. Join Thomas and Brent for a real conversation as they demystify AI's role in transforming technology business models by removing the guess work from revenue growth.
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On this episode of TECHtonic, Thomas asks hard questions about the shifting landscape of customer success with Nick Mehta, CEO of Gainsight. Inspired by a provocative chapter in Frank Slootman's "Amp It Up" that questions the necessity of customer success, Thomas and Nick explore the current debates and future directions of this critical business function.
Nick shares his insights on why customer success is more vital than ever, especially as technology companies face increasing pressure to prove their business value. From the historical context of customer success a decade ago to today's innovative strategies, Nick discusses the integration of AI, the importance of verticalization, and the evolving roles within customer success organizations.
Listeners will gain valuable perspectives on how to leverage AI for better customer experiences, early warning systems, and productivity enhancements. Nick and Thomas also tackle the challenge of balancing cost efficiency with maintaining the core capabilities of customer success teams and the necessity of adopting a beginner’s mind in the face of seismic industry shifts.
Tune in to receive actionable advice and discover how you can stay ahead in the debate on the value of customer success and prepare your organization for the future.
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Join Thomas Lah and Chad Quinn, CEO of Ecosystems in an engaging episode of the TECHtonic podcast. Chad shares his insights on helping technology providers prove the business value of their solutions through Ecosystems' collaborative web platform and AI-driven tools like ViViEN, the Virtual Value Engineer.
Discover how focusing on common objectives, quantifying root cause problems, and incorporating diverse value drivers can significantly increase win rates, renewals, and expansion opportunities. Gain valuable tips on overcoming commoditization pressures and experimenting with hybrid value-based pricing models to stay competitive in the evolving tech landscape. Don't miss this enlightening discussion on making technology business models successful by truly connecting with customer value.
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Join us for the first episode of TSIA Takes, a limited TECHtonic podcast series. During this series, Thomas Lah dives deep into the pivotal question: What is the value of customer success? This pressing question has turned the customer success organization upside down as it navigates what the future of its business looks like.
In this episode, Thomas is joined by Jim Roth, President of Customer Success at Salesforce, who discusses Saleforce’s pioneering approach to integrating customer success, support, and training into a seamless, unified experience. They explore the dynamic roles within Salesforce, emphasizing the importance of customer success managers (CSMs) as orchestrators who ensure comprehensive customer support.
Jim shares how Salesforce's strategy of merging support, training, and success roles leads to a more streamlined and compelling customer experience. This allows Salesforce to leverage data to drive customer health, adoption, and education and create a unified customer success score that guides its strategies.
They also discuss the financial models behind customer success, debating the merits of monetizing versus offering services as part of the overall customer experience. Jim provides a compelling argument for why tech companies should consider customer success a critical investment rather than a cost center.
Whether you're a tech industry veteran or new, this episode offers insights to elevate your understanding of customer success. Take advantage of this first episode of our TSIA takes special podcast series, which challenges conventional wisdom and provides a fresh perspective on making your customer success business model successful.
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Join us for a captivating episode of TECHtonic, where Thomas Lah sits down with Mari Cross, Chief Customer Officer at Infor. In this insightful discussion, Thomas and Mari discuss the dynamic landscape of customer success and the crucial role of the chief customer officer.
Discover how Infor navigates the challenges of transitioning from legacy systems to modern, cloud-based solutions, and how they leverage AI and automation to enhance customer experience. Mari shares her unique perspective on balancing customization with standardization, driving digital transformation, and the strategic importance of understanding industry-specific needs.
Key topics include:
The responsibilities and impact of the chief customer officer at Infor.Strategies for aligning sales and customer success across global regions.The shift from on-premise to SaaS and the role of AI in this transformation.Insights into the future of software business models and the move towards consumption-based pricing.Learn how Infor is leading the way in customer success and what the future holds for technology business models. Learn how Infor is leading the way in customer success and what the future holds for technology business models. Get ready to rethink your customer journey!
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In this episode host Thomas Lah sits down with Eduardo Coloma, the CEO of Maptek, a leading provider of software and hardware solutions for the mining industry. This episode delves into Maptek's journey from traditional business models to a subscription-based "as-a-service" transformation, highlighting the challenges and strategies involved.
Eduardo discusses the reasons behind Maptek's shift to a subscription model, emphasizing the need for flexibility and scalability in a cyclical industry like mining. He explains how this transition not only aligns with evolving customer preferences but also positions Maptek for long-term success. Eduardo shares the importance of building organizational capabilities, such as customer success and product telemetry, to support a successful transformation.
The conversation also explores the role of AI in Maptek's offerings. Eduardo highlights how AI is used to improve geological modeling and scheduling solutions, significantly enhancing efficiency and decision-making processes. He discusses the potential of AI to revolutionize internal workflows, particularly in predictive analytics for customer success.
Lastly, Thomas and Eduardo discuss the importance of embracing technological changes, advising CEOs to evaluate and mitigate both business and technology risks. Identifying the crossroads we are at today and how these changes are reshaping industries at an unprecedented pace.
This episode serves as a valuable resource for companies navigating their own transformations, providing practical insights and strategies from a leader who has successfully steered his organization through significant changes. Tune in to learn how Maptek is leveraging innovation to stay relevant and competitive in the rapidly evolving technology industry.
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Join Thomas Lah in the latest episode of TECHtonic as he delves into the transformative power of AI in educational content creation. In this episode, Thomas engages in a thought-provoking conversation with Sarah Sedgman, CEO of LearnExperts, the AI tool that revolutionized OpenText's educational material production.
Sarah shares her vision of democratizing the creation of high-quality training content through AI. With over 25 years of experience in instructional design, she discusses how LearnExperts leverages AI, particularly OpenAI's language models, to convert raw content into structured, impactful learning materials. From text documents to videos, their platform processes a variety of formats, significantly reducing the time and effort required for course development.
Throughout the episode, Thomas and Sarah explore the practical applications of AI in learning, emphasizing the importance of human expertise in refining AI-generated content. They highlight the balance between technology and human input, ensuring high-quality, accurate educational materials.
Discover how LearnExperts' strategic approach and customer success focus help clients integrate AI into their workflows, driving productivity and maintaining competitive advantage. Sarah also discusses the potential shift towards outcome-based pricing models in AI-driven solutions, providing insights into the evolving landscape of educational technology.
Whether you're an instructional designer, a tech enthusiast, or someone interested in the future of AI, this episode offers valuable insights into the rapidly changing world of educational content creation. Listen in to learn how AI is a tool and a game-changer in education services.
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Artificial Intelligence (AI) and Generative AI (Gen-AI) have the potential to transform insights, processes and provide a competitive edge for B2B technology firms. But in reality, few companies have developed a complete AI roadmap, and many have yet to begin evaluating opportunities for leveraging AI and Gen-AI across the enterprise. In this executive panel, hear from three companies at various stages on their AI journey and participate in live Q&A on getting started with AI, identifying funding, and overcoming common challenges such as data integrity, change management, and gaining executive and employee buy-in.
This TSIA World INTERACT conference panel discussion offers valuable insights for technology and services professionals, drawing from expertise shared at TSIA World events.
If you want to continue exploring the transformative power of AI, be sure to register for TSIA World ENVISION.
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Host Thomas Lah welcomes David Judge, Partner, General Manager Global Customer Success at Microsoft, to explore the transformative impact of artificial intelligence on scaling customer success. As Microsoft leverages AI across its extensive service offerings, Judge provides an insider's view on how these technologies are improving customer interactions and enhancing operational efficiency within Microsoft.
They discuss the specifics of AI use cases from the backend to customer-facing applications, highlighting Microsoft's strategic approach to integrating AI in day-to-day operations. David shares compelling insights into the practical benefits of AI, including significant improvements in self-service capabilities and the reduction of operational friction.
Listeners will gain an understanding of how Microsoft's AI-driven tools empower customer success managers to deliver exceptional service, optimize workflow efficiencies, and drive meaningful business outcomes. Whether you're a tech professional seeking to understand AI's role in customer success or a business leader looking to harness AI's potential, this episode offers valuable perspectives and actionable insights you can start using now.
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This May, TSIA will host our INTERACT conference in Orlando, showcasing an engaging panel discussion on deploying and optimizing AI hosted by Thomas Lah. Pattabhi Raman, VP of Digital Experience at Informatica, will join the distinguished panel. Recently, Thomas had the privilege of conversing with Pattabhi, gaining exclusive insights into Informatica's strategies for achieving a successful digital customer experience. They discuss the secrets behind Informatica's success and explore how they've exponentially leveraged AI to enhance their digital-first mindset.
Tune into this episode of TECHtonic for a sneak peek into how Informatica can’t go wrong with its digital-first mentality, and don’t miss the chance to join us at INTERACT to explore this topic even further! Register today and get ready to uncover deeper insights to empower you to craft an even more impactful digital customer experience with AI.
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This May, TSIA will host our INTERACT conference in Orlando, featuring a special closing keynote by Doug Schmitt, President of Dell Technologies Services. TECHtonic host Thomas Lah recently had the pleasure of speaking with Doug one-on-one for a sneak peek into his presentation. During their conversation, Thomas and Doug delve into Dell's use of AI as the cornerstone for continuously enhancing the customer experience.
Their discussion also touches on:
The essential skills required to harness AI effectively in today's dynamic business landscape, as well as the nuances and strategies needed to leverage AI to its fullest potential.How Doug and his team spearheaded the deployment of AI within their organization, and its transformative impact on organizational structures.The differentiating factors between customers who thrive with cutting-edge technology and those encountering hurdles.Tune into this episode of TECHtonic for a sneak peek into Dell’s winning formula, and don’t miss the chance to join us at INTERACT to explore this topic even further! Register today and get ready to uncover deeper insights to empower you to craft an even more impactful customer experience with AI.
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In this episode of TECHtonic, Thomas Lah chats with Justin Cawood about the complex journey of integrating AI into the operations of a large technology services provider. Together, they explore the evolution of Managed Services platforms, the initial business case for AI, and the transformative impact of AI on service delivery and customer value propositions.
Additionally, Justin shares the challenges and triumphs of deploying AI from the customer perspective and helping customers realize the value of their enhanced experiences—even while preemptively addressing service issues.
With a lively discussion on the ever-changing nature of AI-driven operations and the critical role of a team approach in evaluating and implementing AI solutions, this episode isn’t just about technology; it's about the future of service delivery, and the strategic advantage that AI can provide to companies seeking to stay competitive in the marketplace.
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In this episode, host Thomas Lah, TSIA’s Executive Director, engages in a pivotal conversation with Alexandra Zagury, Global Vice President at Cisco. Together, they explore the intricacies of partner strategies in the as-a-service era, as well as the transformative impact of artificial intelligence on technology business models.
Key highlights include:
The industry's urgent need for clarity and direction in partner strategies amidst the as-a-service transition. This includes Cisco’s innovative approaches to partner management, ensuring a seamless transition, and fostering success in a service-dominated landscape.How AI is redefining tech business models, Cisco's AI implementation journey, the importance of AI in enhancing operational efficiency, customer experiences, and the crucial role of telemetry and data governance in harnessing AI's full potential.The implications of AI and as-a-service models on the workforce and corporate culture. How can companies retool and retrain employees to leverage new AI capabilities effectively, and how important is a growth mindset for individuals and organizations?Alexandra Zagury’s personal career trajectory, and insights on how it helped mold her unique perspective on the essential skills and adaptive strategies needed to thrive in tech.For professionals seeking to understand and adapt to the seismic technological shifts transforming the industry, this episode is a can’t miss!
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Join us in the latest episode of TECHtonic, where we dive into the world of customer success with Thomas Lah and Stephen Fulkerson, VP of Customer Success Research at TSIA. In this episode, we explore how customer success can become a more effective channel for ensuring customer satisfaction and organizational success.
Thomas and Stephen analyze all aspects of customer success, including:
Introducing the KORE score: Keeping Organizational Outcomes, Retention, Renewal, and References Excellent, as the all-in-one solution for organizational success.Streamlining customer success to better define success, break down silos, and foster collaboration with sales.The significance of evolving job titles, such as Renewal Specialists, and what that means for compensation metrics.How to effectively harness and utilize AI capabilities in customer engagements.Don't miss out on this opportunity to learn how to empower your customer success organization with the essential tools required to survive in the uncertain future.
Report: The State of Customer Success 2024
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Jillian Alexander, Global Vice President of Learning Services at OpenText, guides Thomas Lah through the significant impact of a straightforward, manageable, and focused AI deployment strategy, which leads to strong ROI benefits that simply cannot be ignored.
A few key topics that Thomas and Jillian discuss include:
The core AI capabilities that OpenText has leveraged for content development.The clear and less obvious benefits of being an early AI adopter.Which KPIs to focus on if you want to demonstrate to senior leadership that there is no ambiguity in the ROI of your AI deployment.At the end of the day, there's a linchpin throughout the conversation that might be the most overlooked piece to build a successful AI strategy. This episode is truly focused on the essential AI stepping stones necessary for everyone, regardless of how far along the AI deployment path you are.
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Join us in the latest episode of "TECHtonic" as we delve into the evolving world of technology support models with TSIA's Distinguished Vice President of Support and Field Services Research, Vele Galovski. In this conversation, Thomas and Vele offer a unique blend of insights and perspectives on the current and future state of technology support.
They begin with the dramatic shifts observed in 2023, marked by divergent perspectives in the industry, including the bifurcation of corporate responses to economic conditions.
Then they talk through the crucial role of support in driving growth, emphasizing the importance of viewing support as a strategic differentiator and an engine for customer satisfaction, while addressing the ongoing challenge of scaling service delivery and monetizing support.
The highlight of the discussion is around AI's role in transforming support services. Vele introduces the concept of 'AI Base Campers' and 'AI Mountaineers,' explaining how companies are positioned in terms of AI readiness and adoption. He provides insightful statistics and real-world examples to illustrate how different organizations are leveraging AI to enhance support services, improve efficiency, and scale operations.
This is a must-listen for anyone interested in the intersection of technology, support services, and AI business strategy!
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