Inside The Workflow

Get ready for an inspiring episode featuring Nick Mehta, the dynamic CEO of Gainsight and a global authority in customer success. Nick’s journey from Harvard to leadership roles at Symantec, LiveOffice, and Gainsight has made him a driving force in the customer success industry. But there's more to Nick than his professional achievements—he’s also a passionate Taylor Swift fan, a die-hard NFL Steelers supporter, and recently summited Mt. Kilimanjaro.In this episode, Nick opens up about his leadership philosophy, shares his CEO playbook, and explores the evolving world of work. Hear how he maintains his boundless energy, what fuels his relentless drive, and his vision for the future of customer success. We also discuss the role of AI in business, the critical importance of CEO involvement in customer success, and how tools like Zight can transform the customer experience.What You'll Learn:The secret behind Nick’s endless energy and what’s really in his mug ☕Predictions for the NFL Steelers season and Nick’s fan perspective 🏈Nick’s motivations as a CEO and his unique approach to success 🚀Insights from the book “Customer Success” and what’s evolved over the past six years 📚Remote work vs. return-to-office: Nick’s take on the future of work 🌐Nick’s CEO playbook for the first 90 days in any company 📝How AI is changing the business landscape and Gainsight’s edge in the market 🤖The synergy of Gainsight and Zight to elevate customer success 🚀The future of customer success and what’s next for Gainsight 🔮Don’t miss this engaging conversation filled with practical insights, strategies, and Nick’s infectious enthusiasm. Tune in, subscribe, and learn from one of the leading voices in customer success!#CustomerSuccess #NickMehta #Gainsight #Leadership #AI #Zight

In this episode of Inside The Workflow, Joe Martin from Zight sits down with Chris Koehler, the new CMO at Twilio, to discuss his strategic vision and leadership approach in a rapidly evolving tech landscape. Chris shares how his previous roles at Adobe and Box have shaped his methods for aligning marketing, product, and sales teams to drive growth. They explore the future of AI in personalized marketing, the importance of customer insights, and effective strategies for building a strong, collaborative team culture. Whether you're in tech, marketing, or leadership, this conversation offers valuable insights into navigating complex business challenges and fostering innovation.

Description: In this episode of Inside the Workflow, host Joe Martin sits down with Aubrey Cattell, VP of Product at Adobe, for an engaging conversation about product development and innovation at one of the world's leading software companies. Aubrey, a former colleague and seasoned product leader, shares his journey at Adobe, where he has been instrumental in developing key products like Adobe Express and leading the developer platform.Highlights:Aubrey’s Journey: Learn about Aubrey’s decade-long career at Adobe, his role in developing Adobe Express, and his leadership in the developer platform.Product Development Insights: Gain valuable insights into Adobe’s product development process, from concept to launch, with a focus on staying in the customer problem space.Customer-Centric Approach: Discover how Adobe balances qualitative and quantitative data to incorporate customer feedback into product development.Team Collaboration: Understand the importance of cross-functional collaboration between product management, engineering, design, and marketing.Innovation and Competition: Hear Aubrey’s strategies for staying ahead of the competition and leveraging new technologies like generative AI.Future of Product Development: Aubrey shares his thoughts on the future of product development at Adobe and the key trends to watch.Quotable Moments:"Stay in the customer problem space longer. It helps you get closer to the core set of needs and build a more responsive and differentiated solution." – Aubrey Cattell"Product teams have more power than they think if they are willing to invest in growth and collaborate with their marketing partners." – Aubrey CattellTune in to this episode for an in-depth look at the strategies and insights that drive product innovation at Adobe.Don't forget to rate and review the podcast if you enjoyed this episode!#InsideTheWorkflow #Podcast #Adobe #ProductDevelopment #Innovation #CustomerInsights #TeamCollaboration #GenerativeAI

Welcome to another episode of "Inside the Workflow," where we delve into the work habits and insights of top executives. Today, Phin, Head of Product at Zight (formerly CloudApp) chats with Mike Gosso, a renowned product leader from Montreal, Canada.Episode Highlights:Mike's Career Journey: From founding startups to leading product at Zendesk and Ada, Mike shares his experiences and lessons learned in the tech industry.Conversational AI Evolution: Discover how Ada is transforming customer support with AI-driven automation and the importance of measuring true resolution rates.Empathy in Customer Support: Mike discusses the critical role of empathy and innovation in support teams and how technology bridges the gap between vision and reality.The Role of CPTO: Explore the emerging role of Chief Product and Technology Officer (CPTO) and how it integrates product and engineering for better efficiency and alignment.Managing Remote Teams: Mike shares his strategies for effectively managing a large, remote team, including the benefits of no-meeting days and flexible travel policies.The Future of AI: Get insights into where AI is headed in the support world and how businesses can align and trust these intelligent systems.Join the Conversation:Tune in to hear Mike's fascinating journey, insightful perspectives on AI in customer support, and practical tips for managing remote teams. Whether you're a product manager, tech enthusiast, or team leader, this episode is packed with valuable takeaways.

Join us on "Inside the Workflow" as we sit down with Cody Gilland, a sales expert and leader at Zight, to explore the art of building strong customer relationships and leveraging data to drive sales success. In this episode, Cody shares his wealth of experience and practical tips on understanding customer needs, creating personalized experiences, and making informed decisions using data insights. Whether you're a seasoned sales professional or just starting out, Cody's insights will help you navigate the complexities of modern sales and achieve your goals. Tune in to discover actionable strategies and inspiring stories that will elevate your sales game.

In this episode of "Inside the Workflow," join this weeks host Joe Martin, Head of Marketing at Zight, and special guest Seraphin Hochart, Head of Product at Zight, as they delve into the intricacies of product development. Listen in as they discuss how to effectively use customer feedback to improve product roadmaps and development processes. Seraphin shares insights from his journey, transitioning from a developer to a product leader, and offers practical examples of how Zight integrates customer input to refine and enhance their offerings. Learn about the importance of simple, transparent processes and the balance between qualitative feedback and data-driven decisions. This episode is packed with valuable tips for anyone involved in product management, customer success, or marketing. Don’t miss it!

How do you balance agility with a customer-centric approach? In this episode, we sit down with Chloe [Last Name], an experienced UX and Agile coach who has worked with Fortune 500 companies and startups alike. Chloe shares insights into agile customer experience design, why speed and iteration matter, and how companies can keep customer needs at the center of every design decision.💡 Key topics covered:✔ The impact of customer-centricity on business performance✔ The balance between agile, UX, and customer experience design✔ Why brand consistency, user experience, and agile iteration can sometimes be at odds—and how to manage it✔ How Amazon and Alibaba have mastered customer-driven innovation✔ Real-world examples of agile customer experience at scale, including Tesla’s rapid response to customer feedback✔ Practical tips for teams looking to integrate design into their agile process🎯 Whether you're in UX, product management, or development, this episode will challenge your perspective on design, agility, and customer-centricity.👉 Listen now and learn how to design, build, and ship better—faster.🔗 Subscribe and follow for more insights on UX, Agile, and innovation!Episode Chapters & Timestamps:00:00 – Welcome & Introduction to Agile Customer Experience Design00:15 – Why Customer-Centric Companies Are More Profitable01:26 – Agile vs. Other Processes: One-Size-Does-Not-Fit-All02:44 – Chloe’s Background in UX, Product Design, and Agile Coaching05:29 – Why Agile Alone is NOT Enough for Innovation06:57 – How Amazon’s Customer-Centric Approach Fuels Innovation10:09 – The Shift from Classical Design to Generative & Computational Design11:47 – Alibaba’s AI-Driven Personalization: 400M Unique Banner Ads!14:11 – How Tesla Used Agile Customer Feedback to Improve Charging Stations19:49 – Brand Consistency vs. Rapid Iteration: Finding the Balance23:46 – Mapping the Customer Journey: Understanding Pain Points29:18 – Customer-Centric Design Strategy & Prioritizing Moments of Truth41:00 – Why Hypothesis-Driven Design Matters50:09 – Connecting Agile UX to the Development Process56:42 – Speed & Iteration: The Key to High-Performance Design1:01:12 – Final Takeaways: The Power of Feedback Loops & Growth Mindset1:02:09 – Q&A Session

In this episode, host Ryan O’Hara sits down with Scott Smith, CEO of CloudApp, to talk about the ups and downs of remote work. With years of experience leading distributed teams, Scott shares insights on how to manage productivity, build trust, and keep teams engaged—even when everyone is working from their kitchen tables.From hiring the right people to daily stand-ups and even remote game nights, this episode is packed with practical tips for leaders navigating the world of remote work. Plus, Ryan and Scott keep things real, discussing kids crashing meetings, dogs barking, and even changing diapers on Zoom calls.If you're adjusting to remote work or managing a remote team, this episode is a must-listen!🔹 Key Takeaways:Why hiring the right people matters more than ever in remote workThe importance of daily stand-ups and how to structure themTech tips to improve video calls (lighting, mics, and background setup)Fun ways to build remote team culture (think online happy hours and games)The power of empathy and flexibility in managing a remote workforce🎧 Tune in now and learn how to thrive in the remote work era!Episode Chapters & Timestamps:⏳ 0:00 – Introduction & Ryan’s “skeleton in the closet” (aka: remote work struggles)⏳ 1:03 – Meet Scott Smith: CEO of CloudApp & remote work veteran⏳ 1:50 – How CloudApp manages a distributed workforce⏳ 3:10 – Trusting employees vs. micromanaging productivity⏳ 4:35 – The new reality: balancing work with kids, pets, and home life⏳ 6:01 – Essential tech for remote work (mics, lighting, and background setup)⏳ 7:26 – Fun ways to engage remote teams (games, happy hours, and team-building)⏳ 8:41 – The importance of empathy & staying connected during uncertain times⏳ 9:57 – Final thoughts: Be yourself, be patient, and help each other out

In this episode, we sit down with Wayne McCulloch, Head of Customer Success at Google Cloud, to discuss *customer success, the evolving customer experience, and his new book, The Seven Pillars of Customer Success. With an extensive background in both big and small tech companies, Wayne shares insights on how organizations can better structure their post-sale customer journey, deliver real value, and build long-term relationships.Wayne also explores how technology, video, and digital tools are transforming the way companies engage with customers, and why great customer experience is ultimately about delivering what the customer wants—when they need it.In This Episode, We Cover:🔹 The DNA of great customer experience – what really drives value🔹 Customer Success as the “parent” of post-sale functions🔹 The power of video and digital customer success🔹 How Wayne’s book bridges the gap between customer success theory and execution🔹 Why organizations need to rethink post-sale functions to align with the modern SaaS model🔹 Wayne’s personal customer service experience that turned him into a lifelong brand advocateEpisode Chapters & Timestamps:📌 [00:01] – Introduction to Wayne McCulloch & his career journey📌 [03:05] – What makes a great customer experience?📌 [07:00] – The evolving role of Customer Success in tech📌 [10:30] – How video & digital tools enhance the customer journey📌 [15:45] – Lessons from The Seven Pillars of Customer Success📌 [22:00] – A real-world example of amazing customer service📌 [26:00] – Wayne’s bold prediction for the future of customer experience💡 Key Takeaway: Customer experience isn’t just about delighting customers—it’s about delivering value and making their journey frictionless. Companies that structure their post-sale functions around the customer’s needs, not internal org charts, will win in the long run.🎧 Listen now!

In this episode, Joe sits down with Brad Rencher, CEO of BambooHR, to discuss the evolving employee experience, the role of people analytics, and how company culture impacts customer success.With a background as EVP & GM at Adobe, Brad has spent years at the intersection of technology, data, and workplace transformation. Now leading BambooHR, he’s helping companies create exceptional employee experiences that drive engagement and retention.Join us as we discuss:🔹 The DNA of a great employee experience – Mission, values & culture🔹 Why employee experience & customer experience are directly connected🔹 How people analytics is transforming workplace decisions🔹 The role of visual & video communication in keeping teams connected🔹 The future of the modern workplace – remote, hybrid & beyond🔹 How BambooHR is redefining HR for small & mid-sized businessesBrad also shares insights from his time at Adobe, his perspective on modern leadership, and what he sees as the biggest trends shaping the workforce over the next five years.🎧 Tune in for an insightful conversation on leadership, HR tech, and the future of work!Episode Chapters & Timestamps:📌 [0:01] - Introduction & Brad’s background from Adobe to BambooHR📌 [2:25] - What is BambooHR? Helping companies manage employee experience📌 [3:46] - The rise of people analytics & its impact on the workplace📌 [5:35] - The core DNA of a great employee experience📌 [9:03] - Why company values & mission are more important than perks📌 [12:56] - How employee experience drives customer experience📌 [16:11] - The role of video & visuals in remote work📌 [18:45] - How BambooHR uses video to engage employees & customers📌 [22:06] - A great customer experience example & lessons from it📌 [23:59] - Future of work predictions – Where the workplace is headed