Inside The Workflow

In this episode, Joe sits down with Kat Kennedy, Chief Experience Officer at Degreed, to explore the evolving landscape of learning, skill development, and the future of work. With nearly a decade at Degreed, Kat has been at the forefront of shaping enterprise learning experiences and redefining how companies develop their people.Tune in as we discuss:🔹 The DNA of a great customer experience—why partnership matters most🔹 How Degreed helps companies understand, upskill, and empower employees🔹 The future of work—why job titles & roles are outdated🔹 Why simplicity is often the best solution in tech & business🔹 How video & asynchronous communication are changing customer interactions🔹 How Degreed scales customer feedback into its roadmap🔹 The power of storytelling & community in building a loyal customer baseKat also shares her passion for rethinking the way companies define work, why automation is reshaping skill-building, and how technology can create more human-centric workplaces.🎧 Don't miss this deep dive into the future of learning, skill-building, and employee experience!Episode Chapters & Timestamps:📌 [0:01] - Introduction & Kat’s background at Degreed📌 [1:08] - What is Degreed? Helping companies understand & develop skills📌 [3:45] - The DNA of a great customer experience—why partnership is key📌 [6:58] - How customer feedback drives product & roadmap decisions📌 [10:56] - Scaling customer advisory boards & real-time feedback📌 [14:20] - The power of async communication & video in CX📌 [16:56] - How Degreed is shaping the future of learning & skills📌 [19:59] - Why companies need better definitions of work📌 [25:40] - The role of automation & AI in workplace transformation📌 [28:08] - Predictions for the future of work & learning

In this episode, Joe sits down with Scott Morris, VP of Integrated Marketing at Zendesk, to explore the evolving role of marketing in customer experience (CX). With a career spanning Adobe, Zendesk, and some of the most transformative shifts in SaaS, Scott shares insights on:🔹 How Zendesk is reshaping customer support and engagement🔹 The DNA of a great customer experience and where marketing fits in🔹 The challenge of personalization without being creepy🔹 Why video and async communication are changing customer interactions🔹 Lessons in leadership during a year of massive change🔹 How brands can differentiate beyond product offeringsScott also reflects on his time at Adobe, launching Creative Cloud, and handling customer resistance to major business model shifts. Plus, he shares how Zendesk is simplifying digital-first marketing at scale and what the future of CX looks like.🎧 Tune in for a deep dive into customer experience, marketing innovation, and leadership!Episode Chapters & Timestamps:📌 [0:01] - Intro & Scott’s background at Zendesk & Adobe📌 [3:28] - The shift to subscription: Lessons from launching Adobe Creative Cloud📌 [6:07] - What makes a great customer experience?📌 [9:03] - The importance of post-purchase experience & customer success📌 [12:04] - How Zendesk helps businesses create better customer interactions📌 [18:33] - The rise of async video & real-time chat in customer service📌 [22:53] - Leadership in a time of crisis: Lessons from 2020 and beyond📌 [28:08] - The future of marketing & customer experience trends

In this episode, Joe welcomes Kyle York, the dynamic founder and CEO of York IE, to discuss his journey from early SaaS ventures to building a visionary growth and advisory platform for startups. Kyle dives into York IE’s mission to reshape how startups scale and monetize, sharing his insights on creating a strategic, customer-centric experience that keeps companies loyal and thriving. He also explores the evolving importance of authentic personal branding, effective relationship-building, and how cloud-based tools like Cloud App are bridging the gap in a remote-first world.Key Topics:The fundamentals of customer loyalty in SaaSBuilding strategic customer relationships and referenceabilityThe importance of authenticity in personal brandingYork IE's innovative approach to growth advisory and investmentThe future of distributed work and asynchronous communicationJoin us as Kyle offers actionable insights for startup founders, investors, and leaders alike.

In this episode, we chat with Caro Griffin, VP of Operations at Tech Ladies, about what it takes to build a modern, inclusive workplace. Caro shares her insights into remote work, creating flexibility through asynchronous communication, and how to attract diverse talent. With a background as a developer and deep experience in operations, Caro’s unique perspective on remote work culture and her proactive approach to hiring offer valuable takeaways for any organization.Chapters:0:00 – Intro and Welcome to Caro Griffin1:08 – Caro’s Journey and Role at Tech Ladies2:35 – Remote Work in the Modern Workplace7:10 – Embracing Asynchronous Communication10:45 – Focusing on Outcomes, Not Hours14:04 – Tips for Hiring Diverse Talent20:01 – Building a Positive, Inclusive Culture23:28 – Caro’s Vision for the Future of Work25:35 – Closing Thoughts and How to Connect with Tech LadiesJoin us for an insightful discussion on building workplaces that value flexibility, diversity, and sustainability!

In this episode, we sit down with Ryan Steinberg, the Head of Global Customer Support Operations at Intercom. Ryan discusses how Intercom is using innovative approaches, including automation and a community-centric strategy, to create seamless and efficient customer experiences. He dives into the nuances of building a customer-led support operation, Intercom's internal use of its own platform, and how they stay ahead of customer needs in a rapidly evolving digital landscape. Whether you’re interested in customer experience, tech innovation, or remote work trends, this episode offers a wealth of insights.Timestamps:0:00 - Introduction to Ryan Steinberg and his role at Intercom1:00 - Overview of Intercom’s platform and Ryan’s career journey3:30 - The essence of a good customer experience: respecting time and setting expectations5:45 - How Intercom uses its own platform for internal communication and customer support8:00 - Intercom’s upcoming community revamp and other proactive support measures10:30 - How Intercom supports its customer support teams through automation and self-serve tools14:00 - Using videos, GIFs, and visuals to enhance support interactions and the knowledge base18:00 - Onboarding new talent remotely: tools, strategies, and maintaining employee experience22:30 - The future of the modern workplace: hybrid models, digital transformation, and personalized customer experiences27:00 - The balance between personalized digital experiences and privacy concerns30:00 - Ryan’s vision for the future of customer experience and technology’s evolving roleKey Takeaways:Respecting Customer Time: A great customer experience begins with setting clear expectations and providing options, like self-serve solutions or live support, to respect the customer’s time.Intercom’s Proactive Support Approach: With features like knowledge bases, automation tools, and upcoming community initiatives, Intercom strives to empower customers to find solutions before contacting support.The Importance of Visual Support: Incorporating GIFs, video tours, and interactive product walkthroughs helps customers understand solutions faster and more intuitively.Onboarding in the Digital Age: By modernizing onboarding processes with video and self-serve resources, Intercom ensures new talent integrates smoothly, even in remote settings.Future of Customer Experience: Companies need to leverage past interactions and real-time data to create genuine, personalized customer experiences that feel authentic and supportive.Notable Quotes:"Respecting customer time is fundamental—it's all about providing options and clarity from the start.""For Intercom, we want to create an experience where customers can self-serve quickly or get a deep dive with our support team, based on what they prefer.""The modern workplace is evolving into a hybrid model, and technology needs to facilitate a balance between in-person interactions and remote collaboration.""Personalization in the digital age is about creating genuine experiences that use past interactions to inform future ones, without crossing into invasive territory."

In this episode, we welcome Aubrey Cattell, VP of Product at Adobe and a key force behind Adobe Spark’s evolution. Aubrey dives into his journey at Adobe and shares how Spark transformed from a startup concept into a major product empowering non-designers to create impactful visual content. We explore the role of Adobe Spark in the modern workplace, the shift towards hybrid and remote work, and the importance of building customer-led products. Whether you’re interested in product development, digital transformation, or the future of remote collaboration, this episode is full of valuable insights for tech professionals and business leaders alike.Timestamps:0:00 - Introduction to Aubrey Cattell and his role at Adobe1:00 - Aubrey’s journey to Adobe and his work on Adobe Spark3:00 - How Adobe Spark fits into the modern workplace and its role in visual communication6:00 - The evolution of the workplace and the shift towards digital and remote collaboration10:00 - Navigating digital transformation and remote playbooks at Adobe13:00 - Embracing a startup mindset within a large enterprise like Adobe18:00 - The role of asynchronous and synchronous tools like Zoom and CloudApp in digital collaboration22:00 - The hybrid future of work and how companies can adapt25:00 - Keeping the customer at the center of product development in a changing landscape28:00 - Adobe’s initiatives to support small businesses during the pandemic, including extended free trials for Adobe SparkKey Takeaways:Visual Communication in the Workplace: Adobe Spark empowers non-designers to create impactful visuals, catering to modern businesses’ need for quick, effective, and digital-first communication.The Hybrid Workplace: As companies transition back to physical offices, a hybrid model that balances in-person and remote work will be key to maintaining productivity and retaining talent.Customer-Centric Product Development: Keeping a pulse on customer needs through constant listening and research helps Adobe Spark evolve, especially during the digital transformation accelerated by the pandemic.Leveraging Enterprise Resources with a Startup Mindset: Adobe Spark's success is a result of operating with agility and customer focus, while strategically using Adobe's larger resources to scale efficiently.Notable Quotes:"For those who want to communicate their ideas effectively, the shift is moving beyond text towards creating compelling visuals and impactful digital content.""The return to work will be phased, and we need to embrace a hybrid model that allows companies to recruit the best talent, wherever they are.""We are not in 'business as usual'—understanding and listening to our customers' needs has never been more important."

In this episode, Joe talks with Eric Kostelnik, the CEO of Postal.io, a company at the forefront of combining offline and online marketing to foster customer loyalty and community. Eric draws on his 20+ years in sales and leadership to share his journey, from founding successful tech companies to rethinking customer engagement through Postal.io.Eric explains the concept behind Postal.io, which provides companies with an easy way to manage offline interactions, create personalized touchpoints, and foster deeper customer relationships. Throughout the episode, we explore strategies for creating an end-to-end experience that builds loyalty at every stage of the customer journey.Chapters0:00 - Introduction1:04 - Eric’s Journey to Founding Postal.io3:18 - The DNA of Great Customer Experience5:17 - Creating Seamless Offline and Online Touchpoints8:04 - Virtual Marketing Closets and Cost-Effective Strategies11:39 - Protecting Your Customer Base in a Challenging Market15:43 - The Power of Visual Communication in Digital Engagement18:53 - Scaling Personalized Experiences for Customers24:49 - Future of Customer Experience: AI and VR in Marketing32:00 - Neuroscience and AI in Marketing: What’s NextWhether you're a sales professional, marketer, or entrepreneur, this episode provides valuable insights into creating a cohesive and impactful customer journey.

In this episode, we welcome David Hunt, Head of Customer Support at HubSpot. David shares his journey from starting as a temp to leading HubSpot's global customer support team. We dive deep into the essential elements of delivering a standout customer experience, the evolving role of support teams in the digital workplace, and the strategies HubSpot uses to retain loyal customers. From empathy to time management and the importance of human connection, David reveals how HubSpot builds a culture that puts customers first. Whether you're a leader in customer support or a small business looking to refine your customer journey, this episode is packed with actionable insights.Timestamps:0:00 - Introduction to David Hunt and his role at HubSpot1:00 - David’s journey from a temp to Head of Customer Support4:00 - Defining the DNA of a good customer experience8:30 - How to stand out in customer support and build loyal customer relationships10:30 - The impact of onboarding videos and the importance of contextual support13:00 - Strategies HubSpot uses to create loyal customers and differentiate itself in the market17:00 - Handling different customer segments from small businesses to enterprise clients21:00 - Adapting to the COVID-19 pandemic and providing empathetic customer support24:00 - Tips for successful onboarding in a remote work environment26:00 - Advice for Customer Support leaders on stepping outside their comfort zone and leading with impactKey Takeaways:Empathy and Time Management: Successful customer support is built on empathy and respecting customers' time, recognizing that they are often navigating complex challenges when they reach out.Personalization Through Video: Visual communication tools, like personalized screen recordings, help bridge the gap between automated and human support, ensuring customers feel heard and understood.Empowering Customers Across Segments: HubSpot’s approach centers on maintaining a high baseline of service for all users, from startups to enterprise clients, while ensuring scalability and innovation.Onboarding in a Remote World: Effective onboarding for remote employees requires rethinking engagement, emphasizing the application of skills early, and ensuring access to leadership and resources.Notable Quotes:"Time is one of the most valuable commodities in customer experience. It's about how quickly we can help someone and provide them with the solutions they need.""We aim to move beyond transactional interactions and focus on providing value in every customer touchpoint.""We're not just selling software; we're selling careers and growth opportunities for our customers."

In this episode, we’re joined by Gainsight CEO Nick Mehta, who takes us through the evolution of Customer Success (CS) and why it’s now crucial for SaaS companies. Nick explains how CS grew from a niche idea to an essential component of today’s SaaS strategy. He shares insights on the unique approaches Gainsight employs to retain customers and foster long-term success, why Customer Success is no longer exclusive to tech, and what it means to put customers at the center of everything.Key Discussion Points:Nick’s entrepreneurial journey and the rise of SaaSWhy Customer Success is now central to SaaS company successThe three pillars of effective Customer Success: team, cross-company strategy, and cultureGainsight’s "Customer Success Economy" concept and what it means for other industriesHow companies can use short-form video and async communication to improve customer engagementTune in for an in-depth look at how companies can adapt to a customer-first world.

In this special episode, we shake things up with a webinar-style format featuring two incredible guests: Dion Nicholas, CEO and Co-Founder of Forethought, and Dan Watkins, the company’s President who recently transitioned from Qualtrics. Forethought, an AI company, is on a mission to revolutionize customer support by empowering agents and knowledge workers with AI-powered solutions. Together, Dion and Dan dive into the origins of Forethought, the evolution of AI in the workplace, and their insights into building a future where customer experience is proactive rather than reactive.Throughout the episode, the duo shares their experiences and lessons learned, particularly in navigating and leading teams in the era of remote work. We discuss the importance of employee engagement, the DNA of a good customer experience, and how AI is shaping the future of support and business workflows.Listeners will walk away with actionable insights on how technology and culture combine to create a customer-centric environment that keeps both employees and customers engaged and satisfied. Don’t miss out on these fascinating insights into the future of the workplace!Chapters:0:00 - Introduction: Welcoming Dion Nicholas and Dan Watkins to the show and introducing Forethought.1:10 - The Origin Story of Forethought: Dion explains the mission behind Forethought and his personal journey with AI.6:42 - Modern Workplace Trends: The guests discuss digital transformation, AI, and the shift to remote work.11:44 - Implementing AI and Automation: Dion dives into how companies can leverage AI for workflow improvements and customer support.15:12 - The DNA of a Good Customer Experience: Dan and Dion talk about building a customer-centric culture from within.24:41 - The Future of Customer Experience: Predictions on the evolution of the experience business and Forethought’s role in shaping it.30:02 - Closing Thoughts: Dion and Dan share their final insights and outlook for the future of AI-driven customer support.Key Takeaways:"Customer experience should be proactive, not reactive." - Dion Nicholas"Great companies start with great people. Empower them with technology, and they’ll create exceptional customer experiences." - Dan WatkinsThe shift to AI-powered tools in the modern workplace is making it possible to automate mundane tasks and empower employees to tackle more meaningful and complex challenges.Investing in employee engagement and development is crucial in building a resilient and customer-obsessed culture.