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.