Join host Thomas Lah as he discusses shifts in the ever-changing technology industry with tech executives, researchers, and thought leaders who share their experience and provide their perspective and data on what companies should do to stay relevant, be profitable, and succeed.
…
continue reading
We’re taking the concept of a fashion makeover and applying it to startup pitches. Entrepreneurs pitch, we talk, and then we share what they should keep, delete, and, possibly, more importantly, add to their pitch. Our goal: help #morevoices, as Rihanna says, shine bright like the diamonds that they are. Are you ready for your pitch makeover?
…
continue reading
![Artwork](/static/images/128pixel.png)
1
83. The Hard Truth About Mastering Change Management
42:38
42:38
Mais Tarde
Mais Tarde
Listas
Like
Curtido
42:38
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 con…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
82. Practical Ways to Unlock Revenue Growth with AI
49:53
49:53
Mais Tarde
Mais Tarde
Listas
Like
Curtido
49:53
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 pre…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
TSIA Takes: Gainsight on How to Redefine Customer Success
40:35
40:35
Mais Tarde
Mais Tarde
Listas
Like
Curtido
40:35
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 f…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
81. Connecting the Dots: How Technology Providers Prove Their Business Value
45:39
45:39
Mais Tarde
Mais Tarde
Listas
Like
Curtido
45:39
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…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
TSIA Takes: Salesforce and the Customer Success + Support Services Experiment
46:41
46:41
Mais Tarde
Mais Tarde
Listas
Like
Curtido
46:41
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, Thom…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
80. Infor’s Guide to Future-Proofing Your Customer Success
43:22
43:22
Mais Tarde
Mais Tarde
Listas
Like
Curtido
43:22
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 sys…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
79. Transformation and Innovation with Maptek's CEO
41:37
41:37
Mais Tarde
Mais Tarde
Listas
Like
Curtido
41:37
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. Eduard…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
78. Unleashing the Power of AI in Educational Content Creation
44:47
44:47
Mais Tarde
Mais Tarde
Listas
Like
Curtido
44:47
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 democ…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
77. Executive Panel: Deploying AI to Optimize Customer Outcomes and Financial Results
57:47
57:47
Mais Tarde
Mais Tarde
Listas
Like
Curtido
57:47
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 execu…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
76. Scaling Customer Success with AI: A Deep Dive with Microsoft
36:10
36:10
Mais Tarde
Mais Tarde
Listas
Like
Curtido
36:10
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 interact…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
75. Informatica’s Digital First Customer Experience
39:25
39:25
Mais Tarde
Mais Tarde
Listas
Like
Curtido
39:25
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 Informat…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
74. Crossing the Rubicon of Infrastructure Profitability
36:44
36:44
Mais Tarde
Mais Tarde
Listas
Like
Curtido
36:44
…
continue reading
![Artwork](/static/images/128pixel.png)
1
73. The Art of Using AI to Build a Seamless Customer Experience with Dell
20:39
20:39
Mais Tarde
Mais Tarde
Listas
Like
Curtido
20:39
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…
…
continue reading
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 pr…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
71. Don’t Blink! Cisco on As-A-Service and AI
44:32
44:32
Mais Tarde
Mais Tarde
Listas
Like
Curtido
44:32
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 incl…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
70. The State of Customer Success 2024 - A Fight for Survival
44:02
44:02
Mais Tarde
Mais Tarde
Listas
Like
Curtido
44:02
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 al…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
69. Change Management: The Key to AI Success
35:52
35:52
Mais Tarde
Mais Tarde
Listas
Like
Curtido
35:52
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 Op…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
68. How to Go From Base Camper to Mountaineer?
40:37
40:37
Mais Tarde
Mais Tarde
Listas
Like
Curtido
40:37
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. T…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
67. Channel Partners and Technology Providers: A Team Sport Therapy Session
41:11
41:11
Mais Tarde
Mais Tarde
Listas
Like
Curtido
41:11
Dive deep into the dynamic world of technology channel partners with TECHtonic's host, Thomas Lah, and Jay McBain, Chief Analyst of Channels, Partnerships & Ecosystems at Canalys. During this conversation, Thomas and Jay explore the evolving role of channel partners in technology business models, particularly in the context of 'as-a-service' offeri…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
66. Redefining Customer Success with Salesforce and TSIA
43:00
43:00
Mais Tarde
Mais Tarde
Listas
Like
Curtido
43:00
Historically, Customer Success organizations have relied on inconsistent metrics, lacking a unified framework for assessing renewals and expansions. Simultaneously, the common practice of using NPS is dwindling, with fewer companies finding it effective in gauging customer value. With this, the critical question arises: What should CS orgs prioriti…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
65. The Differentiator Between Good and Great
40:17
40:17
Mais Tarde
Mais Tarde
Listas
Like
Curtido
40:17
In a recent discussion, TSIA's Thomas Lah and Sean Morton, SVP of Professional Services for Trellix, delve into the critical challenges facing enterprise technology today, including the relentless threats of ransomware, the scarcity of IT security professionals, and the overwhelming complexity of IT software tools. Sean breaks down these challenges…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
64. The Intricacies of Digital Transformation with Deloitte
38:22
38:22
Mais Tarde
Mais Tarde
Listas
Like
Curtido
38:22
In this compelling episode of TECHtonic, Thomas Lah engages in an insightful discussion with Wall Street Journal-bestselling author, Dr. Tim Bottke, Deloitte Central Europe’s Chief Innovation Officer, about the intricacies of digital transformation in the business world. They discuss the significance of striking a delicate balance between technolog…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
*Bonus Episode* AI Capabilities Integrations: Stay Ahead of the Curve
14:26
14:26
Mais Tarde
Mais Tarde
Listas
Like
Curtido
14:26
With a wealth of practical expertise between them, TSIA's Thomas Lah and George Humphrey, Distinguished VP & Managing Director of Offering and Delivery Research, delve into the transformative impact of AI on technology business models. They focus on three pivotal dimensions: Data-Driven Decision-Making Efficiency and Cost Reduction Enhanced Custome…
…
continue reading
TSIA World ENVISION closed with J.B. Wood, President & CEO, and Thomas Lah, Executive Director and Executive VP at TSIA, discussing reflections and insights from our week together, and exploring the benefits of Silo Busting for Profits and Growth. From key takeaways and the most impactful breakout session presentations to the pulse from countless c…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
62. Risk, Cash Flow, and Financial Health in SaaS: The Financial Advisor Interview
27:17
27:17
Mais Tarde
Mais Tarde
Listas
Like
Curtido
27:17
In this episode, host Thomas Lah interviews Rashellee Herrera, founder and president at CPA firm RNB Capital, who focuses on helping CEOs optimize the financial performance of their SaaS businesses. She provides an expert take on today’s SaaS environment, what SaaS companies can do to protect cash flow, and the common mistakes that many SaaS compan…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
61. The Evolution of Customer Success and Renewals at HP Inc.
38:00
38:00
Mais Tarde
Mais Tarde
Listas
Like
Curtido
38:00
Tech companies everywhere are being challenged to grow recurring service revenues and scale customer success to nurture these recurring revenues. Today, TECHtonic host, Thomas Lah, is joined by Grad Rosenbaum, VP of Global Customer Success at HP Inc., to discuss these challenges, which are central to our current Research Journey, Protecting and Gro…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
60. Moment of Truth: Talking Customer Success with an Executive and Investor
48:22
48:22
Mais Tarde
Mais Tarde
Listas
Like
Curtido
48:22
After years of focusing on growth at any cost, SaaS companies are now being forced to balance growth with improved profitability. Abbas Haider Ali, VP of customer success at GitHub and SaaS advisor and investor, believes that this pivot is creating a moment of truth for customer success organizations. Today, Ali talks to TSIA’s Thomas Lah about his…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
59. Microsoft on Customer Success Today
35:17
35:17
Mais Tarde
Mais Tarde
Listas
Like
Curtido
35:17
Today on TECHtonic, we dive into the role of customer success in a profitable software business model with Mike Flannagan, corporate vice president of global customer success at Microsoft. Mike and host Thomas Lah discuss what customer success entails today and how organizations can get it right, answering questions such as: How has customer succes…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
58. How Culture Drives Results: Insights from a Culture Scientist
40:16
40:16
Mais Tarde
Mais Tarde
Listas
Like
Curtido
40:16
Today’s tech companies are struggling with the question of how to maintain corporate culture in a world where the workforce is rapidly evolving. But how do we define culture, and what are its effects? This week, we tackle the tricky topic of corporate culture with Culture Partners’ Chief Scientist of Workplace Culture, Jessica Kriegel, discussing s…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
57. Looking to the Future: Professional Services at Salesforce
45:30
45:30
Mais Tarde
Mais Tarde
Listas
Like
Curtido
45:30
Shally Stanley, SVP of Global Delivery at Salesforce, joins us on TECHtonic to discuss the future of the professional services function within technology providers. In this episode, we cover topics such as: How companies are breaking down silos between professional services, customer success, and support KPIs and future metrics for success in profe…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
56. Profitability: Thoughts from a SaaS CEO
32:25
32:25
Mais Tarde
Mais Tarde
Listas
Like
Curtido
32:25
Founding a successful SaaS company has never been easy, but as of 2022, it got much harder. Valuations took a hit, investment dollars became scarce, and for the first time ever, SaaS companies actually started laying off employees. In this episode of TECHtonic, Thomas is joined by Phil Alves, SaaS entrepreneur, CEO of DevSquad, and host of SaaS Ori…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
55. Insight from Dell: What Managed Services Means Today
36:48
36:48
Mais Tarde
Mais Tarde
Listas
Like
Curtido
36:48
Managed services is one of the fastest-growing revenue streams in the technology industry, and can be a bridge to recurring revenues. Joined by Peter Lacoste, SVP of Managed Services at Dell, we shine a light on what it means to provide managed services in today's technology industry, and address the following questions: What is managed services an…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
54. A Win for Everybody: Talking Customer Success with Ernst & Young
43:37
43:37
Mais Tarde
Mais Tarde
Listas
Like
Curtido
43:37
Edwina Fitzmaurice, Chief Customer Success Officer at Ernst & Young, gives some insight into effective customer success at a services company. They discuss the human side of customer success, as well as: How AI is impacting the tech industry. How to monetize customer success. What to look for in customer success talent. How to create a better B2B c…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
53. Cognite’s Chief Product Officer on Nuance, Innovation, and Product
41:48
41:48
Mais Tarde
Mais Tarde
Listas
Like
Curtido
41:48
About 15% of Fortune 5000 companies have a chief product officer (CPO), and we believe that percentage will only increase. We click into the role of CPO with Moe Tanabian, veteran of AWS and Microsoft, and current CPO at Cognite, discussing: The challenges of moving into a leadership role. How a CPO drives best practices. Differences between CPO an…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
52. The Opportunities and Threats of AI for B2B Customers in 2023
58:27
58:27
Mais Tarde
Mais Tarde
Listas
Like
Curtido
58:27
Free Executive Briefing with Thomas Lah TSIA World ENVISION Thousands of sales, service, marketing, and training professionals are playing around with and imagining how AI can be used in their jobs and at their company. This episode is a panel discussion from TSIA World INTERACT 2023, which examines: The potentially constructive (and dangerous) use…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
51. XaaS at SimCorp: Selling Outcomes and Cost-Efficiently Growing Revenue
32:28
32:28
Mais Tarde
Mais Tarde
Listas
Like
Curtido
32:28
Oliver Johnson, Chief Commercial Officer at SimCorp, joins Thomas to discuss the impact of XaaS transformation on the go-to-market capabilities of a company—specifically, how companies reduce the cost of growing revenue, utilize data in the sales process, and execute outcome-based sales. Questions answered include: What are the responsibilities of …
…
continue reading
![Artwork](/static/images/128pixel.png)
1
50. Customer Success: Meh-ga Insights from Gainsight
39:48
39:48
Mais Tarde
Mais Tarde
Listas
Like
Curtido
39:48
In this special 50th episode of TECHtonic, Thomas is joined by Nick Mehta, CEO of Gainsight, and Kellie Capote, Chief Customer Officer at Gainsight, to discuss the state of customer success in today’s economic environment. As the industry focuses on efficient growth, they talk about customer retention, digital experience, monetizing customer succes…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
49. Data-Driven Everything: A Conversation with John Deere
37:03
37:03
Mais Tarde
Mais Tarde
Listas
Like
Curtido
37:03
Digital Hesitation
…
continue reading
![Artwork](/static/images/128pixel.png)
1
48. Scaling Customer Success with RingCentral’s Resident Expert
46:18
46:18
Mais Tarde
Mais Tarde
Listas
Like
Curtido
46:18
Thomas is joined by Carlos Granda, SVP of Customer Success at RingCentral and seasoned customer success executive, with experience at Salesforce, Google Cloud, and SAP. Sharing customer success wisdom, they discuss building and scaling customer success—touching on hiring, renewal responsibilities, collaboration with sales, and leveraging AI.…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
47. Still a $21-Billion Dollar Industry? Face-to-Face Events in 2023
23:56
23:56
Mais Tarde
Mais Tarde
Listas
Like
Curtido
23:56
TSIA World INTERACT: The Path to Profitable XaaS
…
continue reading
![Artwork](/static/images/128pixel.png)
1
46. Making Renewals Easier: A Conversation with Blackline
42:13
42:13
Mais Tarde
Mais Tarde
Listas
Like
Curtido
42:13
Lisa Schreiber, Chief Customer Officer (CCO) at Blackline, joins Thomas to discuss the role of the CCO on XaaS: building a base of easy-to-renew customers. They also cover cross-functional collaboration, the role of partners, methods to improve adoption, and navigating current economic challenges.
…
continue reading
![Artwork](/static/images/128pixel.png)
1
45. The Science of Selling: A Chief Revenue Officer’s Perspective
37:35
37:35
Mais Tarde
Mais Tarde
Listas
Like
Curtido
37:35
Survey: 2023 The Sales Specialists
…
continue reading
![Artwork](/static/images/128pixel.png)
1
44. Tactical Approaches to As-a-Service: A Conversation with IBM
42:33
42:33
Mais Tarde
Mais Tarde
Listas
Like
Curtido
42:33
It’s obvious that the tech industry is in choppy waters. Thomas is joined by Michael Perera, General Manager of IBM Technology Lifecycle Services, to discuss optimizing service profitability and tactics for when revenues slow. They also touch on technology as a differentiator, support capabilities, AI, and resource management.…
…
continue reading
Thomas has an open and honest conversation with Wendi Sturgis, CEO of Cleverbridge, on her career path, the state of the tech industry today, levers of profitability, and what it takes to be a CEO.
…
continue reading
![Artwork](/static/images/128pixel.png)
1
42. Customer Success–Product Management Handshake: A Conversation with Cisco
49:36
49:36
Mais Tarde
Mais Tarde
Listas
Like
Curtido
49:36
The handshake between customer success and product management is more critical than you may think. Thomas discusses this topic with two dynamic leaders from Cisco Systems: Morgan Mann and Vasudha Gambhir. They cover aspects of collaboration between product and customer success, including consistent customer experience, effective adoption, and key m…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
41. The Chief Customer Officer: Championing the Customer Experience
42:55
42:55
Mais Tarde
Mais Tarde
Listas
Like
Curtido
42:55
Who is the chief customer officer (CCO)? The champion of the customer experience. Thomas is joined by Jay Nathan, CCO at Higher Logic, to discuss a CCO’s view on the role, the concept of customer effort, meaningful relationships with customers, and his approach to friction points and accelerating adoption.…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
40. Customer-Centric: What Does It Really Mean?
46:35
46:35
Mais Tarde
Mais Tarde
Listas
Like
Curtido
46:35
What company would ever say they’re not customer-centric? “Customer-centric” has become a bit of a buzz phrase in tech, but it takes more than self-identification to operationalize this concept. Referencing Oracle’s journey to customer-centricity, Thomas and Maz Songerwala, Senior Vice President, Applications Service Excellence at Oracle, discuss h…
…
continue reading
Report: XaaS Transformation
…
continue reading
Hot Take: an opinion that’s unpopular to the point of controversy. In this session recorded at our TSIA World: Envision conference in October of this year, Executive Director and Executive VP, Thomas Lah, leads a panel of TSIA researchers to hear their hot takes on current controversial topics related to technology business models.…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
37. Why a Chief Revenue Officer is Indispensable
30:41
30:41
Mais Tarde
Mais Tarde
Listas
Like
Curtido
30:41
The Chief Revenue Officer (CRO) role will soon become commonplace in the tech industry. What is a CRO’s role, and why are they so vital to tech companies today? To answer these questions, Thomas talks to Steve Frost, TSIA’s VP and Managing Director of Revenue Research and Advisory, about what an effective CRO does, as well as our new research area,…
…
continue reading