Join Thomas Wieberneit and Micheal Fauscette on Monday, 5/13/24 at 1 pm ET for our next #ITHS episode in the #HealthcareExperience series where Drew Schiller, Co-Founder and CEO at Validic, will be in the Hot Seat to explore all topics Healthcare Data. We will explore topics that include remote patient monitoring, healthcare data interoperability and how technology can be used in the data ecosystem to improve the end-to-end healthcare experience.  Join us as we dissect the evolving landscape of #HealthcareData and the many ways it impacts experience!

Join us for our next #ITHS episode in the #HealthcareExperience series! Thomas Wieberneit and Kristy Tupper put Shanne Keeney, Director of Patient & Family Experience at Johns Hopkins Hospital, in the Hot Seat to explore the complexities of #PatientExperience as we tackle key issues such as demographic disparities, social determinants of health and the impact of technology. We will also tackle challenges like privacy concerns, technology barriers, and provider burnout and Shanne will lend her thoughts on strategies to enhance accessibility and care coordination as well as how continuous patient feedback and innovative technologies can transform healthcare services and improve outcomes. Join us as we dissect the evolving landscape of #HealthcareTechnology and patient experience!

Join Michael Fauscette and Kristy Tupper in our second episode in the Healthcare Experience series as they put Robyn Lindner, Operations Manager for the Millennium Physician Group, in the Hot Seat to talk about Provider Experience. We’ll dive deep into questions about what the provider experience is and whether it’s actually important in the overall healthcare experience ecosystem - and if it is important, why? We will also cross the intersection of patient experience and provider experience to see how they impact one another and how #AI could harm or help the combined experience. Join us live and participate in the conversation!#ITHS#PPN#healthcareexperience#providerexperience#providerburnout#patientexperience

This week’s episode of #ITHS launches our series on Healthcare Experience. Join us as we explore healthcare experience from a patient, provider and payer point of view. We’ll dive into each area’s unique needs, the current state of healthcare experience and what needs to improve. Kristy Tupper and Michael Fauscette put Lori Logan, Chief Product and Growth Officer at NASCO, in the hot seat as they discuss the different areas of healthcare, the experience resident in each of those areas. We’ll talk about why it’s important, who’s responsible for those experiences, the role #AI plays in healthcare and much more.

We are diving into understanding how to measure 'value'. From questioning if a year-long wait for payoff is just a prolonged disappointment, to dissecting the output vs. outcome enigma. We'll explore the importance of measuring value correctly, the shaky ground of NPS as a value compass, and the renewal riddle. Does B2B vs. B2C change the value game, or is it just a different emotional rollercoaster?Join Jody Spencer and Thomas Wieberneit as they put Diane Gordon, Chief Customer Officer at Yottaa and Value-based SaaS Growth Advisor, #ITHS.

So much to talk about when building a GTM strategy and gaining alignment between departments that we added a second show to continue the discussion.  Join Kristy Tupper and Michael Fauscette as they put Dale Zwizinski and Jake Reni, of Revenue Reimagined, along with Pete Smith of SpotLogic #ITHS. We may even have a bit of a debate with this crew. #GTM#RevOps#sales#marketing#CX#CE

Building a GTM strategy and gaining alignment can be challenging.  Join Kristy Tupper and Michael Fauscette as they put Dale Zwizinski and Adam Jay, Co-founders of Revenue Reimagined, #ITHS. Join the discussion on GTM challenges, strategies and trends. #GTM #RevOps #sales #marketing #CX #CE

Join Michael Fauscette and Jody Spencer as they put Jared Robin, co-founder of RevGenius, and Andrew Stapleton, Growth Advisor at Samwise Growth #ITHS as they dive into understanding what is Community-Led growth and what is it not.

Dive into the world of AI with a twist! Join our no-nonsense discussion on the near-term impact of Artificial Intelligence in sales, service, and marketing. Forget the fluff - we’re talking real, tangible changes. Learn how AI is outsmarting traditional methods, making old-school strategies look like child’s play. Discover AI’s knack for predicting customer behavior, personalizing marketing to an almost eerie accuracy, and turning sales processes into a cakewalk. And customer service? AI’s handling it with a robotic smirk. Perfect for professionals who enjoy a side of sass with their insights. Don’t miss this - unless you enjoy being outdated!

Guests:  Pete Smith, Michael Fauscette, Thomas Wieberneit

There are many well known examples of retail investors creating significant issues for public companies, but two of the best known are Gamestop and AMC Entertainment. These “issues” involve scenarios where a large group of individual investors, usually coordinated through social media or online forums, heavily invest in a particular stock. These actions can lead to dramatic fluctuations in the stock's price, causing various issues for the company involved.But what if you could build an ongoing relationship with those retail investors, giving them a voice, learning about them and their needs and having detailed data on who they are and their investment priorities?Join ITHS hosts Michael Fauscette and Pete Smith, with guest Dave Lauer of Urvin Finance as they delve into a new approach to shareholders by building the shareholder experience!#shareholders#investing#fintech

This week’s episode of #ITHS dives into understanding biometrics and the risk & reward of sharing this level of personal data. Join us as we delve into the complex and rapidly evolving world of biometrics in healthcare. Kristy Tupper and Jody Spencer put Heather Lavoie, CEO of Illume Advisors, in the hot seat as they explore how personal health information is protected, the ethical implications of biometric data collection, balancing innovation with individual privacy rights, the impact on insurance, and much more.

Step into the world of privacy and security with the current 'In the Hot Seat' series. Join hosts Michael Fauscette and Kristy Tupper as they explore the world of location data and privacy with location data privacy expert Jeff Jockisch, Partner, Avantis Privacy. Join 'In the Hot Seat' on Nov 6th at 1pm ET and learn about the risks and opportunities with location data and its impact on your privacy and security. Don't just stay informed, stay ahead" #privacy#locationprivacy#smartphones

It is the year 2023 and the dark side of the force strikes using generative AI. Will the good side prevail? Or did the dark hacking empires create the ultimate weapon to serve its sinister objectives? What can businesses do to counter these new threats? Or are there no new threats?Let’s shoot straight and ask Pete Herzog, hacker, cybersecurity expert and Managing Director and Co-Founder of ISECOM. Join Blues Broskies Pete Smith and Thomas Wieberneit on Monday, Oct 9 at 1:00 pm ET for the discussion.#cybersecurity #AI #privacy #security

Our AI series is going industry specific. We’ve talked about roles, now let’s talk industry specific roles. We are taking a look at how AI is redefining careers, fostering new skills and creating opportunities in the life sciences space. Or is it?Join hosts Michael Fauscette and Jody Spencer as they put NyquistAI Co-Founder and CEO, Michelle Wu, in the hot seat to understand the nuances of the evolving career landscapes in life sciences and biotech.#biotechtech,#ai, #generativeai, #lifesciencestech

Dive into the future of customer service where #AI is more than just a buzzword—it's a game-changer. But what's the real cost? From the looming question of job displacement to the ethical maze of accountability and transparency, we're peeling back the layers. Can AI match the emotional intelligence of humans, or even surpass customer satisfaction metrics? And let's not forget the global stage—how well does AI navigate the labyrinth of languages and cultures? Join us for a riveting discussion that uncovers the promises and pitfalls of AI in customer service. Join hosts Thomas Wieberneit and Jody Spencer as they put Nitin Badjatia, SVP of SAP CX Solution Management, in the hot seat as they take a look at the potential impact on jobs from the use of AI for customer service.

Will the use of #AI by businesses eliminate jobs? Many of the most common AI business use cases involve automating tasks that are currently done by humans, particularly in the sales and marketing functions. In a recent Arion Research AI adoption study, 43% of the respondents stated that they believe AI use by businesses will result in a reduction to the overall number of jobs. Join hosts Michael Fauscette and Jody Spencer as they put Shawn Olds, Co-founder of Boodle.ai in the hot seat as they take a look at the potential impact on jobs from the use of AI for product development.

Part 1 - The Impact on Sales and MarketingWill the use of AI by businesses eliminate jobs? Many of the most common AI business use cases involve automating tasks that are currently done by humans, particularly in the sales and marketing functions. In a recent Arion Research AI adoption study, 43% of the respondents stated that they believe AI use by businesses will result in a reduction to the overall number of jobs. Join hosts Michael Fauscette and Jason Lundy on Monday, August 14 at 1:00 pm ET as they put guests Nicole Leffer and Carl Reed in the hot seat to take a look at the potential impact on jobs from the use of AI for sales and marketing.   #AI#salestech#martech#iths

Study after study show that satisfied employees result in increased customer loyalty, reduced employee churn and amplified brand advocacy. That trifecta leads directly to increased Net Revenue Retention. Employers have been making efforts to improve employee satisfaction. And yet Gallup reports that “quiet quitters” make up at least 50% of the US Workforce. Is the connection between the employee experience and customer satisfaction real, and if so, what can employers do to help ensure employee satisfaction and engagement? Join Pete Smith and Jason Lundy on Monday, July 31 at 1:00 as Silvana Buljan, Executive Director of Bond EMEA to find out.  #cx#ex

Join us for a special extended episode of In The Hot Seat to discuss:What is most important to the customer (i.e. speed of response, formal vs. informal response, human vs. bot, etc)How do customers want to interact with a company for support (text, social, email, phone, chat)What are the largest CX challenges in a specific region (both from a customer and company perspective)What impact has LLM and Generative AI tools had on CX?How do you see CX changing in the next few years?Michael Fauscette and Jody Spencer are joined by CX leaders from all around the globe to provide you with some great insights. Panelists include: Jesús Hoyos, Bill Price, Michelle Batt, Fabian Littau, Vaishali Dialani, Georges Essama, and Tom Pringle. This is an episode you don’t want to miss. Hope you can join us.  #ITHS

To say AI is everywhere is an understatement. Regardless if it is leveraged for internal or external applications, driving efficiency and enhanced experiences are two consistent desired outcomes.G2, the widely regarded software and services review marketplace, has been implementing several AI automation projects before it became a standard. They leveraged RPA, ChatGPT and chatbots for both ends of the marketplace (assist buyers, assist new vendor clients) as well as a few other projects to achieve these exact outcomes. Did they achieve their goals?Join hosts Michael Fauscette and Stephen LeMay as they put G2’s SVP of product R&D Marty Duffy and Sr Director of Product R&D operations Kevin Long in the hot seat to find out. We are diving into the successes and lessons learned on how they improved experiences for both the buyers and providers on the marketplace as well as automated mundane and repetitive functions for their internal employees.

Implementing #privacy measures while trying to ensure a positive customer experience can be complicated. As customers, we like our privacy and do not want companies to know a lot about us. Yet at the same time, we want a tailored experience so that we are only getting relevant information and cutting out the noise. Companies are trying to balance adhering to the privacy requirements while still delivering on a positive and relevant experience for the customer. We put Liz Miller, of Constellation Research, in the hot seat to find out… is privacy really possible? What are the implications for businesses and customers? Join Jody Spencer and Thomas Wieberneit on Monday, June 5 to join the discussion.

Join Michael Fauscette and Thomas Wieberneit  as they put Raju Vegesna, Zoho’s Chief Evangelist, in the hot seat for a discussion at the intersection of organizational culture, capitalism, and customer experience.

The last episode in the #GenerativeAI series!Many vendors have started to announce and deliver #B2B use cases. But how about #B2C? Is Google like search a real use case? Or does it need something else? How about #security and #privacy, in times when voice authentication gets hacked as well as passwords? What do vendors and their customers do to securely deliver to consumers’ needs? Join Thomas Wieberneit and Kristy Tupper as they put Alexey Popov, CEO of Spitch, #ITHS to answer these questions and more.

Join the “In The Hot Seat” crew for episode 2 of a 4 part series on #AI, #ChatGPT and other #LargeLanguageModels as they look at the privacy and data security challenges of integrating with existing enterprise systems to enable many #B2B use cases. This episode in our AI series features guest Soribel Feliz. Tune in for what promises to be a lively discussion hosted by Michael Fauscette and Jody Spencer.

In The Hot Seat is kicking off a new series #AI: Friend or Foe? In this three part series we will explore both sides of the AI debate in the world of Academics, #B2B and #B2C.  The first episode will focus on how AI is impacting academia.Dr. Ali Green from the University of West Florida and Keeley Meentze from The Keeley Company will be in the hot seat as we get their take on how instructors should deal with tools such as #ChatGPT and other #LargeLanguageModels. Is it a cheat, a tool, or something of each?  Tune in on April 10 for what promises to be a lively discussion hosted by Michael Fauschette and Steve LeMay.

Join us for episode 11 of In The Hot Seat as we discuss whether the term customer engagement applies to enterprise sales, and if so, in what ways?  Join co-hosts Jason Lundy and Pete Smith as they put Gregg Carman, Chief Commercial Officer at Zapata Computing, In the Hot Seat! A lot has been published about customer engagement from a corporate strategy and a marketing perspective, but far less so in the context of enterprise sales.  In the September 13, 2022 Forbes Article “Turning Around the Productivity Slowdown” the author stated that “The past two quarters have produced the largest productivity declines since the 1940’s.”  Is there a relationship between the level of customer engagement in virtual meetings and seller productivity?  And if so, how can enterprise sellers increase the level of customer engagement across the value chain of customer interactions that we think of as the corporate sales process?

In episode 10 of In The Hot Seat, we discuss the widening gap between digital buyers and analog sellers. Join co-hosts Michael Fauscette and Stephen LeMay as they put Jon Flynn, Data &#AI Nerd at Microsoft, In the Hot Seat!

Selling to enterprise businesses has never been “easy”, and the changes in buyer behavior along with the challenges of virtual and hybrid selling have only made selling more difficult. The behavior of the buyer half of a B2B transaction has changed in ways that make traditional selling processes more difficult. Where buyers look for information, what and who they trust and how they want to interact with a provider have all shifted over the past ten years. Today, for a lot of companies and sales teams, there’s a gap between what they think the buyer wants and does, and how the buyer actually behaves. This gap creates bad or incorrect behaviors for the sellers, and creates friction and poor experiences for buyers.

In this first episode of our series on enterprise sales, we take a deep dive into the challenges with customer data quality and data availability, and explore some of the ways companies can improve their customer data picture.

About our guest: Todd Kozikowski: Currently the CRO at Pivotal Analytics.  He is accomplished in building purpose-driven organizations, focusing on customer goals, disruptive technologies, and making an impact on industries and markets. He seeks to build and solve problems with the scrappiest, most curious, and boldest teams. His background includes leading enterprise software organizations, scaling hyper-growth enterprise companies globally, helping raise over $60M in funding, and participating in the creation of $5 billion in market value for these companies.

Join five members of the In The Hot Seat (#ITHS) team as we talk through 2023 as we see it, from top trends as identified in the industry to the trends that each of us see shaping up in this coming year. Then we'll take a look at the year ahead for ITHS, including three major series comprising exciting and controversial topics. This episode will feature Michael Fauscette, Jody Spencer, Thomas Wieberneit, and Pete Smith.

Join this week’s hosts, Michael Fauscette and Kristy Tupper, in The Battle Over CX Ownership as we continue our Experience the Engagement series. This week, our guests include #ITHS’s very own Jody Spencer and Thomas Wieberneit along with guest Anthony Younes of RapDev. We will explore different perspectives on where CX ownership and accountability lie, where the customer account lives and how that differs between product and services companies. Join us for some great discourse on these perspectives and more! #ITHS#PPN

The expectation line has blurred for B2C and B2B customer experience. It is now the same– everyone wants easy-to-use, intuitive products that mask any complexity from the user experience. The explosion of self-service sites, mobile apps and low-code/no-code solutions have not only changed the way customers interact with products but have also increased the difficulty of delivering a positive experience. How can you ensure products are designed to deliver the best user experience possible? Join us on 12/19 to find out. GuestsJim Wilton (Nuvolo) & Sara Watling (JALI Research)Hosts:Jody Spencer and Michael Fauscette

Web3 promises to give more power into the hands of content producers and web users via concepts like #decentralization, #blockchain, and #tokeneconomy. The idea of “power to the user” was also a foundation for Web1 and Web2. Join our hosts Jody Spencer and Thomas Wieberneit, as they discuss whether and how Web3 deliver on its promise with their guests Jon Reed and Jared Zabel in their respective corners.

Join our hosts this week, Jeff Risher and Kristy Tupper, as we continue our Experience the Engagement series with Holding Customer Success Hostage. Josh Greenbaum will share (and defend)  his thoughts on customer success: how it’s defined, where it starts, where it lives, how engagement plays a part and when “customer successing” is a coverup.

Join this week’s hosts, Thomas Wieberneit and Jeff Risher, in Lighting the #CX Fire as we continue our #Experience the #Engagement series with guest Fernanda Amaral of Twilio. We will explore her perspective on initiating a good customer experience and probe what it takes technically and organizationally to be able to provide good CX, whether CX is the same worldwide or regionally different, the role technology companies play in CX, how companies can contribute to offering a good customer experience and more.

In The Hotseat

Amy Konary, Zuora's SVP Subscribed Strategy Group, and Mike Fauscette, renowned customer facing industry analyst, CEO and Founder of Arion Research, gab with cohosts, Jody Spencer and Kristy Tupper on why the subscription economy might be the real deal.