Content Strategies

Christian Hörnebrant, Customer Experience Manager at Telia, shares his innovative approaches for modernizing contact centers. He details his “contact center nudging strategy,” which leverages incremental changes to improve customer experience and service conversions. He also emphasizes integrating technology with empathy for personal, consistent interactions and highlights the role of active listening and leadership in empowering teams to transform contact centers into value centers.

Baris Vural, CRO at Smartlinx, emphasizes the vital role of a well-defined Ideal Customer Profile (ICP) in accelerating go-to-market success. He explores how understanding evolving customer needs, fostering human-centered communication, and building communities enable businesses to connect deeply with C-suite executives, address their challenges, and create targeted, impactful marketing strategies.

Vivian Malandrin, Senior Manager of Customer Experience at Amazon Brazil, explains how customer obsession fuels Amazon's continued success. She emphasizes the company’s strong culture and leadership principles that prioritize customer needs. She also describes how real-time feedback and anecdotes drive innovation and improvements.

Thomas Lehner, Director of Global Support and Operations at Spryker, shares his journey from entrepreneur to global leader in customer experience. He emphasizes the role of an entrepreneurial mindset in fostering innovation, sustainable value, and effective feedback loops for continuous improvement. He also discusses the importance of aligning product development with evolving customer needs.

Anne-Sophie Engert, Head of Customer Care and Conversion at Sonova, stresses why boards should invest in contact centers by showcasing their potential to drive profits through superior customer experience. She explains that metrics such as CSAT, NPS, and repeat purchase rates measure success and demonstrate the financial return on investing in customer care. She also advises aligning agent traits with customer profiles to boost empathy and service quality.

Shareth Ben, Chief Customer Officer at Apptega, shares insights on executing customer success strategies in large organizations. He emphasizes the role of change management, internal collaboration, and data-driven decision-making in driving competitive advantage. He also highlights the importance of aligning internal processes to enhance customer outcomes and productivity.

Neil Dlin, Founder of Chorus Tree and the VP, Customer Service Experience at Aviso Wealth, critiques the outdated practices of 2024 contact centers, advocating for a shift from a manufacturing-based model to a human-centered approach. He stresses the need to understand employees and customers as individuals, challenges outdated KPIs, and underscores the importance of trust in agent interactions. He also advocates for a redefinition of metrics to place a stronger emphasis on delivering exceptional customer experiences.

Patrick Martin, Coveo's EVP of Customer Experience, delves into crafting a seamless customer journey. He stresses consistency across touchpoints, directly impacting a company’s bottom line. Martin draws from a PwC study, highlighting the costs of subpar experiences and the need to adapt to evolving customer demands. AI's integration in service, alongside human agents, is explored, focusing on guided resolutions and future channel efficiencies. The discussion extends to sustaining this excellence even with outsourced support, ensuring a frictionless customer experience end-to-end.

Neelam Sandhu, Former Chief Elite Customer Officer, Chief Marketing Officer, & SVP Sustainability, shares insights on transforming sales strategies to focus on customer success. She discusses aligning sales with customer-centric approaches, the impact of technology on relationships, and key strategies for long-term engagement. Prioritizing customer success fosters sustainable growth.

Sri Velamoor, Vice President of Global Support and Product Enablement at Workiva, discusses the importance of customer experience as a revenue growth driver. He emphasizes the necessity of addressing customers' emotional needs by aligning his concepts with Maslow’s hierarchy of needs. He also illustrates how exceptional customer experience can provide companies with a competitive edge, fostering growth by delighting customers and addressing their higher-level needs.

Andreas Janssen, CEO at Blauband GmbH, discusses human intelligence in customer support on the Contact Center Prospectus podcast. He stresses AI's role in enhancing processes but emphasizes human agents' irreplaceable abilities in personalized customer experiences. He also highlights customer support's strategic value for growth and satisfaction, urging businesses to prioritize it beyond a cost-centered mindset.

Madelene Motin, Head of Customer Service at STRONGER, shares her extensive experience in customer service. She explains how customer service can evolve from a cost center to a growth driver. She shares examples of leveraging customer feedback, proactive strategies, and cross-department collaboration. She also highlights transforming customer service into a strategic asset by focusing on satisfaction, revenue growth, and employee empowerment.

Steve Kaay, Contact Center Consultant at Kaay Enterprises LLC and an industry veteran with 30+ years, challenges the belief that outsourcing diminishes quality. He advocates for outsourcing's potential to enhance customer interactions by selecting the right BPO partner and investing in agent training. He also stresses the importance of culture and trust in outsourcing relationships. This discussion redefines outsourcing perceptions, offering crucial insights for businesses contemplating customer interface outsourcing.

Harini Gokul, Chief Customer Officer at Entrust, discusses how contact centers drive growth and impact the business's bottom-line revenue. She emphasizes customer engagement and proactive problem-solving and challenges the view of contact centers as cost centers. She also discusses changing mindsets, the importance of agent turnover, AI's impact on agent roles and thought leadership in contact centers.

Pat Ferdig, Chief Customer Officer at 441 Locals, highlights the need to address systematic resistance to sub-par performance. He points to the crucial role in driving growth and advocates reframing contact centers as pivotal to company expansion, not just cost centers. He stresses a human-centric approach, including listening to agents and integrating them into cross-functional teams. Pat asserts that organizations can enhance performance and success by showcasing the contact center's value in improving customer experience and revenue growth.

Tracey Virtue, Chief Customer Officer at NeoGov, highlights transforming contact centers into a competitive edge, primarily as vital customer feedback sources for other departments. With a wide range of her own experiences within other departments, Tracey underscores contact centers' holistic impact, aiding organizational growth. She stresses frontline staff investment, empowering excellent service, and nurturing a positive culture.

Lauren Volpe, Chief Customer Experience Officer at Zip Co, emphasizes reframing contact centers from cost centers to value-added assets, highlighting AI's impact on enhancing the experiences of agents and customers. She shares insights from testing AI applications, stresses clear communication about AI benefits with agents, and underscores data analysis for performance improvement. Trust, empowerment, and focusing on the middle customer segment are also discussed to reduce agent turnover and drive revenue growth.

Candace Wallace, the Chief Customer Officer at Relias, discusses the importance of advocating for downward customer satisfaction (CSAT) trends and other key metrics in key customer interactions. Candace emphasizes scaling with self-service and technology, personalized experiences, and understanding customer behavior. She stresses the impact of focusing on complex cases and enhancing the digital experience on satisfaction and business outcomes. Additionally, Candace highlights the role of agent satisfaction and company culture in delivering exceptional experiences and reducing turnover.

Gemma DePalma is the COO of Foria, a company focused on bringing more pleasure to more people through products that address female intimate well-being. With a background in R&D, product development, supply chain, and logistics, Gemma brings a holistic perspective to customer happiness. She joined Foria five years ago as the Director of Supply Chain and now oversees the entire product lifecycle, including customer happiness.

Patrick Martin, Coveo's EVP of Customer Experience, delves into crafting a seamless customer journey. He stresses consistency across touchpoints, directly impacting a company’s bottom line. Martin draws from a PwC study, highlighting the costs of subpar experiences and the need to adapt to evolving customer demands. AI's integration in service, alongside human agents, is explored, focusing on guided resolutions and future channel efficiencies. The discussion extends to sustaining this excellence even with outsourced support, ensuring a frictionless customer experience end-to-end.

Florian Schröder, Head of Customer Success at Stepstone, Europe’s largest online recruiting company. Florian shares his insights on the importance of customer success in this episode. With years of experience in the field, Florian discusses how he has helped elevate customer experience to a key performance indicator at Stepstone. Explore Florian's approaches to transforming the image of contact centers from cost centers to value centers that directly impact bottom-line revenue.

In this episode of CEO Growth Talks, host Pete Hayes interviews Nate Agentis, CEO of Agentis Plumbing and founder of Plumbing CEO. Nate shares his journey of scaling a family business founded by his grandfather, highlighting strategic growth through technology, data, and AI. He also discusses his coaching platform aimed at empowering service plumbers and offers insights on resilient leadership during personal challenges.

Chris Rojas, Head of U.S. Customer Service at Raisin, shares insights on transforming customer support teams from cost centers into value creators. He discusses building customer-centric operations, aligning stakeholders on service goals, and leveraging qualitative and data-driven approaches. He also highlights AI’s role in empowering agents, not replacing them, and stresses robust agent support to foster trust and reduce turnover.

Fabian Wilckens, CRO of Mindfuel, discusses creating a go-to-market flywheel for B2B. He explores the impact of digital channels and AI on sales, emphasizing the need to reintegrate the human element. Fabian also highlights the importance of transforming siloed operations into a cohesive model that drives continuous growth through customer engagement.

Manoj Jasra, CMO at Emids, discusses his experience as a B2B CMO and strategist, emphasizing how to create value swiftly within organizations while addressing stakeholder expectations. He highlights critical aspects of launching in new roles, including learning the business, building relationships, and securing budgets, while also discussing the evolving role of AI in marketing and the importance of clear communication.

Cheryl Matherly, Vice President and Vice Provost for International Affairs at Lehigh University shares her unconventional journey in international education. She discusses pivotal moments in her career and how her background in career counseling shapes her approach. She emphasizes universities as community anchors, integrating international education into teaching, research, and service, and highlights the importance of data and partnerships. She also stresses the need for SIOs to effectively communicate the value of international programs to ensure their sustainability and growth.

In this episode of CEO Growth Talks, host Pete Hayes interviews Tom Cassara, CEO of Agilis. Tom discusses Agilis' rise in financial consulting, focusing on risk management and client-centric solutions for organizations managing over $10M in assets. He highlights the firm's evolution through a buyout, fostering team creativity and collaboration to drive growth, and his leadership approach prioritizing adaptability, client trust, and decision-making speed.

In this episode of CEO Growth Talks, Pete Hayes interviews Michael Waxman-Lenz, CEO of the American Technion Society. Michael discusses his transition from corporate to nonprofit leadership, emphasizing the importance of modernizing philanthropic efforts. He also shares insights on leading through crises, adapting to generational changes, and blending corporate metrics with mission-driven, trust-building strategies.

Warren has over 25 years of experience in the B2B sales and marketing industry as a top B2B seller, sales leader, and Executive PL buyer of B2B services. Additionally, Warren's background as a Fractional CRO and sales/marketing advisor for B2B companies has created the foundation of knowledge and experience for The CRO Collective. If you are a CEO, a CRO, or an aspiring CRO, the CRO Collective was created for you.

Dawn Mueller, CMO of Vitech Systems Group, discusses the importance of strategic interfunctional coordination in driving company success. She explores market orientation, focusing on customer, competitor, and interfunctional alignment. She also highlights the CMO’s role in fostering teamwork to boost profitability and customer satisfaction.

Joanna Nguyen, CMO at Willow, shares insights on building and scaling marketing teams based on her experiences at Amazon and FireEye. She highlights strategies like high-velocity sales, product-led growth, and customer engagement, emphasizing the importance of testing and learning. Joanna also discusses breaking traditional B2B marketing molds by integrating B2C and SMB practices for success.

Stephanie Bunnell, SVP of Marketing at Aki Technologies, emphasizes the role of employee morale in shaping brand perception and customer experience. She highlights how employees act as powerful brand ambassadors. Stephanie also shares strategies for fostering internal culture and authentic customer advocacy.

Rhiannon Staples, CMO of GWI, highlights the critical need to align the executive team around the Ideal Customer Profile [ICP]. She emphasizes the value of using data to define the ICP and ensuring that this alignment spreads across all business functions. She also discusses how marketers play a key role in improving the customer journey and creating a competitive advantage.

Megan Howe, the Chief Sales Officer at Oversight and an expert in branding and demand generation, delves into the relationship between marketing and sales, highlighting the significance of branding and thought leadership in the buying process. She underscores the necessity of collaboration between sales and marketing teams to ensure a library of branded thought leadership content is readily available. This addresses objections and maintains credibility throughout the sales cycle.

In the latest CEO Growth Talks episode, Pete Hayes interviews Kyle Buckett, CSDO and Co-Founder of Stealth Energy Startup and author of “Leadership is Overrated.” Kyle advocates for self-led teams and a culture of collaboration, drawing on his Navy SEAL experience. He emphasizes that empowering teams and improving culture are crucial for long-term success and employee satisfaction.

Randy Kluver, Associate Provost and Dean at Oklahoma State University, underscores the importance of broadening the mission of international engagement offices. He advocates for innovation, proactive advocacy, and exploring new opportunities. Through projects like the Afghan family initiative and global trade partnerships, he illustrates the transformative community impact and funding success that can be achieved.

Jon Stauff, Assistant VP for International Affairs at South Dakota State University, discusses the undervalued role of faculty in this field and the importance of collaboration between faculty and international education offices. He shares his experiences leading study abroad programs, highlighting faculty impact on students' global learning. He also emphasizes faculty advocacy in promoting international education and shaping the university's reputation. The conversation underscores the crucial role of faculty in driving transformative international education programs.

Grant Chapman is the Associate Provost for International Programs at Kansas State University. He has held key roles such as Associate Vice President for Academic Affairs, Assistant Provost, and Provost, with a strong focus on international education. Grant is a Fulbright Scholar and Phi Beta Kappa member, known for leading universities to prestigious awards like NAFSA Paul Simon Spotlight and IIE Heiskill Honorable Mention. He has raised millions in external funds for international programs and taught courses in legal studies, international relations, business, and management, including international public law and international business law.

Mihaela Metianu, Assistant Provost for Global Engagement at Florida Atlantic University, underscores the importance of mastering fundamentals in planning for growth in international education, including organizational structure and expertise development. She highlights the critical role of data in advocacy and decision-making and the necessity of strong communication, compliance, and external partnerships. Metianu asserts that international education is an institutional responsibility that should be integrated into all facets of university life.

Meredith McQuaid, an expert in international education with over 15 years as SIO at the University of Minnesota and leadership roles at NAFSA, discusses raising a university's profile through global education. She stresses gaining support from university presidents and building a coalition of stakeholders who grasp its value. McQuaid emphasizes effective storytelling and data-driven advocacy to showcase its impact on the student experience. She outlines challenges and opportunities, offering practical strategies for success.

In this episode, Charlie Bankart, the Senior Internationalization Officer for the University of Kansas, discusses the institution’s commitment to comprehensive internationalization. Bankart highlights the importance of internationalization as an ongoing and sustainable practice rather than a static set of offices and initiatives. He emphasizes the need for proactive advocacy across campus and shares insights into best practices. This conversation sheds light on the University of Kansas’ approach to internationalization and its impact on the institution’s planning and practices.

Alison Nagy, the Associate Director of Study Abroad and Inbound Programs for International Education at American University. Alison shares her insights and experiences on how American University has grown the study abroad programs from a handful to over 100, with a remarkable participation rate from students of well over 60%. She emphasizes the importance of making study abroad attainable for all students, ensuring that there are academic options for a wide variety of majors and that financial barriers are minimized. Alison also discusses the significance of effective communication, data analysis, and departmental buy-in in creating a successful study abroad program.

Paul Hofmann, a 4 times Senior International Officer (SIO) currently at the University of Louisville, talks about the importance of international education to the overall health and vitality of universities. They discuss the impact of international education on the enrollment cliff, diversity, and global engagement. Paul emphasizes the need for advocacy and building support and the strategic role of digital infrastructure to streamline processes, make better decisions, and save the time of up to five full-time employees while increasing staff satisfaction and retention.

Jill Blondin, Ph.D., Associate Vice Provost, underscores the significance of global engagement in higher education. She advocates for institutions prioritizing global involvement, citing student, faculty, and staff advantages. Jill references VCU's internationalization plan, "Dare to be Global," emphasizing data-driven decisions, accessibility, recruitment, and engagement. She emphasizes the importance of continuous advocacy and strategic budgeting to secure resources while encouraging collaboration and a "we can all win" approach.

Mary Stegmaier, Senior International Officer at the University of Missouri, emphasizes ensuring health, safety, and security in study abroad programs. She discusses using data for risk assessment, crisis management, and emergency response, sharing insights from her recent faculty-led Central Asian program and highlighting best practices for preparedness and safety in international education.

In the latest CEO Growth Talks episode, Pete Hayes interviews Cameron Brown, Co-Owner of Einstein Moving Company. Cameron talks about their journey in scaling Einstein Moving Co., highlighting key lessons learned along the way. He discusses starting in different industries and overcoming growth challenges and stresses the importance of clear communication, financial savvy, and constant innovation for maintaining success during fast business growth.

In this episode of the Sales Leadership Awakening podcast, Logan Eaton, Executive Vice President of Sales at National Land Realty, emphasizes the significance of focus, the power of passion and culture, and the necessity for delayed gratification in the sales process. He also shares his experiences and thoughts on bridging the knowing versus doing gap in sales, including pivotal moments and strategies that have shaped his leadership style.

In this episode of the Sales Leadership Awakening podcast, Logan Eaton, Executive Vice President of Sales at National Land Realty, emphasizes the significance of focus, the power of passion and culture, and the necessity for delayed gratification in the sales process. He also shares his experiences and thoughts on bridging the knowing versus doing gap in sales, including pivotal moments and strategies that have shaped his leadership style.

In the Sales Leadership Awakening podcast, Katrina Heim, Regional Vice President of Sales at Tableau, delves into the essential role of emotional intelligence in leadership. She discusses the impact of AI on sales leadership, emphasizing the importance of the human element in decision-making. The conversation highlights how consistency, culture, and preparedness drive success in sales teams, showcasing their transformative potential in nurturing a purpose-driven, collaborative environment.

In the Sales Leadership Awakening podcast, Katrina Heim, Regional Vice President of Sales at Tableau, delves into the essential role of emotional intelligence in leadership. She discusses the impact of AI on sales leadership, emphasizing the importance of the human element in decision-making. The conversation highlights how consistency, culture, and preparedness drive success in sales teams, showcasing their transformative potential in nurturing a purpose-driven, collaborative environment.

In this episode of the Sales Leadership Awakening podcast, Steven Rosen and Colleen Stanley talk about the “accountability dilemma” faced by sales leaders. They explore common obstacles hindering leaders from holding their teams accountable, emphasizing the importance of clear expectations, open communication, and reframing accountability as a means of improvement.

In the latest CEO Growth Talks episode, Pete Hayes interviews Ellen Wood, CEO, founder, and president of VCFO. Ellen reflects on her 28-year journey pioneering the virtual CFO concept. She discusses the company's growth, overcoming initial skepticism about the fractional model and its acceptance as an industry standard.

In this episode of the Sales Leadership Awakening podcast, Steven Rosen and Colleen Stanley talk about the “accountability dilemma” faced by sales leaders. They explore common obstacles hindering leaders from holding their teams accountable, emphasizing the importance of clear expectations, open communication, and reframing accountability as a means of improvement.

In this episode of the Sales Leadership Awakening podcast, Steven Rosen and Colleen Stanley delve deep into the crucial subject of emotional intelligence (EI) for sales leaders. They emphasize the importance of honing essential EI skills such as emotional regulation, self-awareness, assertiveness, empathy, and delayed gratification in sales leaders to effectively lead their teams, manage their time, and navigate challenging conversations with empathy and assertiveness.

In this episode of the Sales Leadership Awakening podcast, Steven Rosen and Colleen Stanley delve deep into the crucial subject of emotional intelligence (EI) for sales leaders. They emphasize the importance of honing essential EI skills such as emotional regulation, self-awareness, assertiveness, empathy, and delayed gratification in sales leaders to effectively lead their teams, manage their time, and navigate challenging conversations with empathy and assertiveness.

In the Sales Leadership Awakening podcast, Jenn Steele, CEO and Co-Founder of SoundGTM, delves into the friction between marketing and sales teams. She explores the common blame game—marketing faults sales for lead mishandling, while sales criticize marketing for subpar leads. She also stresses the critical role of communication, collaboration, and mutual understanding in overcoming the blame game and achieving synergy.

In the Sales Leadership Awakening podcast, Jenn Steele, CEO and Co-Founder of SoundGTM, delves into the friction between marketing and sales teams. She explores the common blame game—marketing faults sales for lead mishandling, while sales criticize marketing for subpar leads. She also stresses the critical role of communication, collaboration, and mutual understanding in overcoming the blame game and achieving synergy.

In the Sales Leadership Awakening podcast, Steven Rosen and Colleen Stanley highlight sales managers' coaching challenges. They emphasize effective coaching's role in enhancing sales performance, advocating for formal processes to improve win rates and team success. They also discuss fostering a coaching culture through strategic frameworks to empower continuous skill development in sales teams.

In the Sales Leadership Awakening podcast, Steven Rosen and Colleen Stanley highlight sales managers' coaching challenges. They emphasize effective coaching's role in enhancing sales performance, advocating for formal processes to improve win rates and team success. They also discuss fostering a coaching culture through strategic frameworks to empower continuous skill development in sales teams.

In this Sales Leadership Awakening Podcast episode, James Muir, Regional VP of Sales at UnisLink, emphasizes effective sales messaging. He highlights value proposition and storytelling and shares insights on improving engagement and sales performance.

In this Sales Leadership Awakening Podcast episode, James Muir, Regional VP of Sales at UnisLink, emphasizes effective sales messaging. He highlights value proposition and storytelling and shares insights on improving engagement and sales performance.

In this episode of the Sales Leadership Awakening podcast, Steven Rosen and Colleen Stanley discuss developing resilience through managing emotional triggers and fostering optimism, which is essential for enhancing sales performance and reducing stress. This underscores emotional intelligence's crucial role in achieving sales success.

In this episode of the Sales Leadership Awakening podcast, Steven Rosen and Colleen Stanley discuss developing resilience through managing emotional triggers and fostering optimism, which is essential for enhancing sales performance and reducing stress. This underscores emotional intelligence's crucial role in achieving sales success.

In this Sales Leadership Awakening Podcast episode, Dan Flanagan, Chief Sales Officer of BluSky Restoration Contractors, recounts their $5M to $700M revenue surge, stressing teachability, coachability, and relentless growth effort. He advocates for a strong team culture, ownership mentality, and philanthropy's value in shaping company values.

In this Sales Leadership Awakening Podcast episode, Dan Flanagan, Chief Sales Officer of BluSky Restoration Contractors, recounts their $5M to $700M revenue surge, stressing teachability, coachability, and relentless growth effort. He advocates for a strong team culture, ownership mentality, and philanthropy's value in shaping company values.

In this episode of the Sales Leadership Awakening podcast, Rob Ulsh, VP of Dealer and International Sales for Great Dane, explores AI's role in sales leadership. He shares his awakening as a leader and how he integrated AI to navigate the evolving landscape, discussing its applications in prospecting, customer retention, and pre-call planning.

In this episode of the Sales Leadership Awakening podcast, Rob Ulsh, VP of Dealer and International Sales for Great Dane, explores AI's role in sales leadership. He shares his awakening as a leader and how he integrated AI to navigate the evolving landscape, discussing its applications in prospecting, customer retention, and pre-call planning.

In this episode of the Sales Leadership Awakening Podcast, Margo Edris, Regional VP of Sales at Salesforce, shares insights on sales leadership and discusses topics such as handling challenges gracefully, preparing for coaching, and integrating fun into the workplace. She also provides valuable advice for women in male-dominated industries and stresses authentic interactions for success.

In this episode of the Sales Leadership Awakening Podcast, Margo Edris, Regional VP of Sales at Salesforce, shares insights on sales leadership and discusses topics such as handling challenges gracefully, preparing for coaching, and integrating fun into the workplace. She also provides valuable advice for women in male-dominated industries and stresses authentic interactions for success.

In this episode of the Sales Leadership Awakening podcast, Steven Rosen and Colleen Stanley delve into the critical role of leaders in aiding their sales teams to evade burnout and handle stress. They underscore the significance of effective time management, establishing clear expectations, acknowledging and commemorating accomplishments, and spotlighting the responsibility of individual salespeople in assuming control of their well-being and self-management.

In this episode of the Sales Leadership Awakening podcast, Steven Rosen and Colleen Stanley delve into the critical role of leaders in aiding their sales teams to evade burnout and handle stress. They underscore the significance of effective time management, establishing clear expectations, acknowledging and commemorating accomplishments, and spotlighting the responsibility of individual salespeople in assuming control of their well-being and self-management.

In this episode of the Sales Leadership Awakening podcast, Brandon Nye, Vice President of Sales for Inmode, shares the key qualities to look for when hiring salespeople, including a proven track record in B2B sales and a competitive mindset. They also explore the challenges of managing high-performing sales reps and the importance of creating a collaborative and supportive team culture. Brandon shares insights on the importance of reality testing, emotional intelligence, and the power of community in driving sales success.

In this episode of the Sales Leadership Awakening podcast, Brandon Nye, Vice President of Sales for Inmode, shares the key qualities to look for when hiring salespeople, including a proven track record in B2B sales and a competitive mindset. They also explore the challenges of managing high-performing sales reps and the importance of creating a collaborative and supportive team culture. Brandon shares insights on the importance of reality testing, emotional intelligence, and the power of community in driving sales success.

In this Sales Leadership Awakening podcast, Gerilyn Horan, Hilton's VP of Group Sales, shares insights on creating a supportive environment and the importance of feedback, coaching, and company culture for employee engagement and retention. They also touch on Hilton's top global workplace ranking and successful coaching programs for high employee retention and satisfaction.

In this Sales Leadership Awakening podcast, Gerilyn Horan, Hilton's VP of Group Sales, shares insights on creating a supportive environment and the importance of feedback, coaching, and company culture for employee engagement and retention. They also touch on Hilton's top global workplace ranking and successful coaching programs for high employee retention and satisfaction.

In this episode of the Sales Leadership Awakening podcast, Steven Rosen and Colleen Stanley discuss the high cost of making a bad hire in sales. They emphasize the importance of creating an ideal hiring profile with hard and soft skills and non-negotiables. They also stress the need for a systematic hiring process, including behavioral interviews and assessments.

In this episode of the Sales Leadership Awakening podcast, Steven Rosen and Colleen Stanley discuss the high cost of making a bad hire in sales. They emphasize the importance of creating an ideal hiring profile with hard and soft skills and non-negotiables. They also stress the need for a systematic hiring process, including behavioral interviews and assessments.

In this episode of the Sales Leadership Awakening Podcast, hosts Steven Rosen and Colleen Stanley delve into mastering difficult conversations, stressing preparation and agreement on the next steps. They highlight vital emotional intelligence skills essential for navigating these dialogues effectively. Practical strategies for delivering constructive feedback and fostering growth are shared, emphasizing the importance of stating intentions and fostering psychological safety.

In this episode of the Sales Leadership Awakening Podcast, hosts Steven Rosen and Colleen Stanley delve into mastering difficult conversations, stressing preparation and agreement on the next steps. They highlight vital emotional intelligence skills essential for navigating these dialogues effectively. Practical strategies for delivering constructive feedback and fostering growth are shared, emphasizing the importance of stating intentions and fostering psychological safety.

All podcast guests were asked the same question: Rate the importance of global engagement for higher education on a scale of 1 to 10, with 1 being unimportant and 10 indicating its vital role in the institution's overall growth and success. The following are their answers and unique perspectives.

In this episode of the Sales Leadership Awakening podcast, hosts Colleen Stanley and Steven Rosen discuss the significant changes in sales post-COVID-19. They address the reluctance of sales reps to return to face-to-face selling and the importance of embracing in-person meetings. Colleen and Steven emphasize the benefits of building trust, rapport, and collaboration through face-to-face interactions. They also provide insights for sales leaders on encouraging their salespeople to prioritize face-to-face discussions and maximize the return on investment from these meetings.

In this episode of the Sales Leadership Awakening podcast, hosts Colleen Stanley and Steven Rosen discuss the significant changes in sales post-COVID-19. They address the reluctance of sales reps to return to face-to-face selling and the importance of embracing in-person meetings. Colleen and Steven emphasize the benefits of building trust, rapport, and collaboration through face-to-face interactions. They also provide insights for sales leaders on encouraging their salespeople to prioritize face-to-face discussions and maximize the return on investment from these meetings.

All podcast guests were asked questions about the importance of data: The questions extended into conversation about having the proper digital infrastructure, it’s role in running their IE programs, the impact on staff, advocacy and decision making. The following are their unique perspectives.

In this Sales Leadership Awakening Podcast episode, host Colleen Stanley and co-host Steven Rosen interview Ryan Thomas, the sales VP of Elastic, Americas. Ryan shares his insights on effective leadership, team motivation, and driving business growth. He emphasizes the importance of inspiring and motivating teams, aligning individual success with the company’s vision, and making data-driven decisions. Ryan also discusses the challenges of leading sales teams in a complex and fast-paced industry and provides valuable advice for sales leaders.

In this Sales Leadership Awakening Podcast episode, host Colleen Stanley and co-host Steven Rosen interview Ryan Thomas, the sales VP of Elastic, Americas. Ryan shares his insights on effective leadership, team motivation, and driving business growth. He emphasizes the importance of inspiring and motivating teams, aligning individual success with the company’s vision, and making data-driven decisions. Ryan also discusses the challenges of leading sales teams in a complex and fast-paced industry and provides valuable advice for sales leaders.

Kasey Hadjis is the president of Eastridge Workforce Management and has over 24 years of experience with the company. During the initial two decades, Kasey dedicated efforts to virtually all staffing aspects of the business, acquiring experience across divisions as a recruiter, manager, and client collaborator. Her comprehensive background provides a unique insight into recruitment and retention challenges. Notably, four years ago, Kasey transitioned to the MSP side of the organization, leveraging invaluable insights gained from prior roles.

This new episode of the Sales Leadership Awakening podcast features a discussion with Keith Rzucidlo, VP of Sales at Miller Electric, about his awakening moment as a seasoned sales professional. In this episode, he highlights the significance of patience and effective coaching for sales leaders. Additionally, he emphasizes that reflection, course correction, and investing time are essential aspects of the change management process.

This new episode of the Sales Leadership Awakening podcast features a discussion with Keith Rzucidlo, VP of Sales at Miller Electric, about his awakening moment as a seasoned sales professional. In this episode, he highlights the significance of patience and effective coaching for sales leaders. Additionally, he emphasizes that reflection, course correction, and investing time are essential aspects of the change management process.

David Hennessy, VP of Sales at Kite Pharma with over 20 years of sales leadership experience, emphasizes transparent communication and a well-rounded approach to address logical and emotional requirements in successful sales leadership—including the underlying “why” behind the chosen strategy. He underscores the significance of self-awareness and adapting leadership styles to diverse individual needs.

David Hennessy, VP of Sales at Kite Pharma with over 20 years of sales leadership experience, emphasizes transparent communication and a well-rounded approach to address logical and emotional requirements in successful sales leadership—including the underlying “why” behind the chosen strategy. He underscores the significance of self-awareness and adapting leadership styles to diverse individual needs.

David Hennessy, VP of Sales at Kite Pharma with over 20 years of sales leadership experience, emphasizes transparent communication and a well-rounded approach to address logical and emotional requirements in successful sales leadership—including the underlying “why” behind the chosen strategy. He underscores the significance of self-awareness and adapting leadership styles to diverse individual needs.

In this Sales Leadership Awakening podcast episode, Colleen Stanley and Steven Rosen are joined by Helen Fanucci, a sales leader with 25+ years in the high-tech industry, holding leadership positions at companies like Microsoft and MediaFly, where she served as the Chief Revenue Officer and author of “Love Your Team: A Survival Guide for Sales Managers in a Hybrid World.” They discuss the importance of trust in sales, effective targeting strategies, collaboration's role in team selling, accountability, and the value of introducing oneself to the team.

Paulo Zagalo-Melo, Western Michigan University's Associate Provost for Global Education, boasts 30+ years of experience in international education, combining expertise in accounting, finance, and management. He deems international education the top growth market for higher education, citing its pivotal role in research, innovation, and cultural understanding. Paulo emphasizes the need for ongoing advocacy for internationalization as crucial to the institution's mission and strategic plan. He underscores the significance of strategic budgeting to address resource and funding challenges.

In this episode of the Sales Leadership Awakening podcast, host Steven Rosen and Colleen Stanley are joined by Rika Cuff, Senior Vice President of Scholastic and Champ Sales at Herff Jones. They discuss the importance of sales leadership in developing a strong sales culture, the power of recognition, and the challenges of fostering a culture of trust and consistency. Rika also shares tips for appreciating team members, highlighting the power of small actions, such as handwritten notes.

In this episode of the Sales Leadership Awakening podcast, host Steven Rosen and Colleen Stanley are joined by Rika Cuff, Senior Vice President of Scholastic and Champ Sales at Herff Jones. They discuss the importance of sales leadership in developing a strong sales culture, the power of recognition, and the challenges of fostering a culture of trust and consistency. Rika also shares tips for appreciating team members, highlighting the power of small actions, such as handwritten notes.

In this episode of the Sales Leadership Awakening podcast, Steven Rosen and Colleen Stanley discuss the strategy of simultaneously setting learning and sales goals. They explore the intricate relationship between continuous learning and improving skills for sales leaders, stressing the need for a balance. They share insights on how sales leaders can manage both effectively, creating a culture of ongoing learning. The episode highlights the importance of regular coaching, the role of belief systems in prioritizing learning, and the significance of skill mastery.

In this episode of the Sales Leadership Awakening podcast, Steven Rosen and Colleen Stanley discuss the strategy of simultaneously setting learning and sales goals. They explore the intricate relationship between continuous learning and improving skills for sales leaders, stressing the need for a balance. They share insights on how sales leaders can manage both effectively, creating a culture of ongoing learning. The episode highlights the importance of regular coaching, the role of belief systems in prioritizing learning, and the significance of skill mastery.

In this Sales Leadership Awakening podcast episode, Colleen Stanley and Steven Rosen are joined by Helen Fanucci, a sales leader with 25+ years in the high-tech industry, holding leadership positions at companies like Microsoft and MediaFly, where she served as the Chief Revenue Officer and author of “Love Your Team: A Survival Guide for Sales Managers in a Hybrid World.” They discuss the importance of trust in sales, effective targeting strategies, collaboration's role in team selling, accountability, and the value of introducing oneself to the team.

In this Sales Leadership Awakening podcast episode, Colleen Stanley and Steven Rosen are joined by Helen Fanucci, a sales leader with 25+ years in the high-tech industry, holding leadership positions at companies like Microsoft and MediaFly, where she served as the Chief Revenue Officer and author of “Love Your Team: A Survival Guide for Sales Managers in a Hybrid World.” They discuss the importance of trust in sales, effective targeting strategies, collaboration's role in team selling, accountability, and the value of introducing oneself to the team.

This is a template for creating all Content Strategies company podbooks.

This episode of the Sales Leadership Awakening podcast addresses the common problem of sales leaders rescuing instead of developing their salespeople. It delves into reasons like a penchant for problem-solving and insufficient coaching skills. Stressing self-awareness and assertiveness, the episode provides practical tips to enhance coaching and debriefing skills. The main point is that sales leaders should transition from "chief rescue officers" to "chief revenue officers" by prioritizing coaching and team development.

This episode of the Sales Leadership Awakening podcast addresses the common problem of sales leaders rescuing instead of developing their salespeople. It delves into reasons like a penchant for problem-solving and insufficient coaching skills. Stressing self-awareness and assertiveness, the episode provides practical tips to enhance coaching and debriefing skills. The main point is that sales leaders should transition from "chief rescue officers" to "chief revenue officers" by prioritizing coaching and team development.

Steven Rosen and Colleen Stanley discuss the paradox of strategy and execution in sales leadership. They explore why companies often struggle to execute their strategies effectively. Steven emphasizes the importance of building an execution plan and focusing on the most critical factors for success. Colleen highlights the need for self-awareness and reframing. Reframing the difficulty of execution as a competitive advantage can motivate us to do the hard work.

Steven Rosen and Colleen Stanley discuss the paradox of strategy and execution in sales leadership. They explore why companies often struggle to execute their strategies effectively. Steven emphasizes the importance of building an execution plan and focusing on the most critical factors for success. Colleen highlights the need for self-awareness and reframing. Reframing the difficulty of execution as a competitive advantage can motivate us to do the hard work.

In this episode of the Sales Leadership Awakening podcast, Colleen Stanley and Steven Rosen discuss the challenges that sales managers face and how they can be set up for success. They highlight the importance of providing sales managers with the proper support and training and the need for coaching and development. They also emphasize the role of emotional intelligence in sales leadership and its impact on team performance.

In this episode of the Sales Leadership Awakening podcast, Colleen Stanley and Steven Rosen discuss the challenges that sales managers face and how they can be set up for success. They highlight the importance of providing sales managers with the proper support and training and the need for coaching and development. They also emphasize the role of emotional intelligence in sales leadership and its impact on team performance.

Colleen Stanley and Steven Rosen from the Sales Leadership Awakening podcast emphasize the importance of building the right team for sales success. They explore why leaders hesitate to address underperformers and highlight key skills for sales teams to cultivate. The discussion also covers tough decisions about managing non-performers, stressing the need for proactive recruiting and continuous learning in sales organizations.

Colleen Stanley and Steven Rosen from the Sales Leadership Awakening podcast emphasize the importance of building the right team for sales success. They explore why leaders hesitate to address underperformers and highlight key skills for sales teams to cultivate. The discussion also covers tough decisions about managing non-performers, stressing the need for proactive recruiting and continuous learning in sales organizations.

This episode of the Sales Leadership Awakening podcast addresses the common problem of sales leaders rescuing instead of developing their salespeople. It delves into reasons like a penchant for problem-solving and insufficient coaching skills. Stressing self-awareness and assertiveness, the episode provides practical tips to enhance coaching and debriefing skills. The main point is that sales leaders should transition from "chief rescue officers" to "chief revenue officers" by prioritizing coaching and team development.

Steven Rosen and Colleen Stanley discuss the paradox of strategy and execution in sales leadership. They explore why companies often struggle to execute their strategies effectively. Steven emphasizes the importance of building an execution plan and focusing on the most critical factors for success. Colleen highlights the need for self-awareness and reframing. Reframing the difficulty of execution as a competitive advantage can motivate us to do the hard work.

Colleen Stanley and Steven Rosen from the Sales Leadership Awakening podcast emphasize the importance of building the right team for sales success. They explore why leaders hesitate to address underperformers and highlight key skills for sales teams to cultivate. The discussion also covers tough decisions about managing non-performers, stressing the need for proactive recruiting and continuous learning in sales organizations.

In this episode of the Sales Leadership Awakening podcast, Colleen Stanley and Steven Rosen discuss the challenges that sales managers face and how they can be set up for success. They highlight the importance of providing sales managers with the proper support and training and the need for coaching and development. They also emphasize the role of emotional intelligence in sales leadership and its impact on team performance.

Use this as a template

Eric Steele, the CRO at Source Advisors and a 15-year veteran at Forrester stresses that the future of the B2B revenue engine lies in total alignment and strong brand equity. As B2B buyers become more empowered and knowledgeable, companies must create a seamless alignment between sales, marketing, and customer success. This alignment not only ensures a consistent and valuable customer experience but also drives growth and success for the business as a whole.

Audrey Faulkner started her career in higher education as a student leader at Kennesaw State University, focusing on internationalization, and as president of the International Student Association. Her study abroad experience in South Korea inspired her to become an international student advisor at Georgia Southern University. Eventually, she advanced in international education, became a Principal Designated School Official in Colorado, began a Ph.D. program, and joined Terra Dotta, applying her expertise and passions to improve global student services.

Barbie Mattie, former VP Principal Analyst at Forrester and current advisor at Iron Horse, discusses the findings of her recent report on B2B investments in 2024. The report reveals that high-growth companies prioritize efficiency, retention, and expansion as their most important outcomes. Content marketing emerges as a key strategy. Mattie emphasizes the importance of audience-centric content and a connected buyer journey. She also highlights the need for companies to focus on customer retention and expansion rather than solely on net new acquisition.

Eric Steele, the CRO at Source Advisors and a 15-year veteran at Forrester, stresses that the future of the B2B revenue engine lies in total alignment and strong brand equity. As B2B buyers become more empowered and knowledgeable, it is essential for companies to create a seamless alignment between sales, marketing, and customer success. This alignment not only ensures a consistent and valuable customer experience but also drives growth and success for the business as a whole.

Chelsea Curtis, Director of Strategic Accounts at Terra Dotta, discusses the significance of global engagement in higher education, drawing on her 20+ years of experience. She highlights challenges such as stakeholder buy-in, slow decision-making, and the need for resources and internal champions. Emphasizing internationalization's role in countering enrollment declines, Curtis underscores the benefits for students, institutions, and local economies. She takes pride in supporting small teams and focuses on the student experience in Terra Dotta's work.

Audrey Faulkner, a global education expert and Ph.D. student, prioritizes global engagement in higher education to foster a stronger international student community. She acknowledges challenges like declining enrollments and measuring impact. She advocates initiatives to create authentic student connections and use of technology, like Terra Dotta's software, to improve processes and accessibility, reduce administrative time, track ROI, improve the student experience, and leave time for strategically proactive activities. In summary, Faulkner highlights global engagement as a top priority for preparing students for success in a globalized world and recommends it as a top priority for higher education.

James Krouse, CMO of Eastridge Staffing Solutions, emphasizes shifting B2B marketing from product focus to educating and supporting buyers. He demonstrates how his company has successfully challenged the narrative, emphasizing thought leadership, trust, and engagement. Krouse advocates for B2B marketers to adopt innovative approaches and storytelling to highlight their expertise and expedite the sales process.

Jonathan Symonds, a 2x CMO with seven years of experience in the C-Suite, discusses the importance of adapting to the B2B self-serve buying trend. He explains how he has not only successfully implemented a 100% inbound buying process, but also built a content machine that serves as a perpetual seller to its audience, spanning developers through the C-suite.

Anuj Kumar, an enterprise CRO with a background in electrical engineering, provides insights on disruptive sales strategies, the significance of value-based selling, and the crucial role of content in a deal's pre- and post-sales stages. Additionally, he discusses how a brand can streamline the sales process by reducing initial sales cycles.

Ron Carson, a CMO with 25 years of experience working with everything from Silicon Valley startups to multi-billion dollar companies, shares insights on the critical role of representing the voice of the customer and how to leverage the "just ask" approach to discover insights that shape marketing strategies, pipeline penetration, drive renewals, cross-sells, and upsells.

Prepared By: Steven MacDonald, CEO & Founder of ContentStrategies.io & SocialCloser.io

Shawn Conahan and Tristan Barnum, the CRO and CMO of Wildfire, explore vital aspects of aligning marketing and sales in B2B. They stress trust, collaboration, and customer success while ensuring incentive plans emphasize long-term over short-term rewards. They underscore team building and fostering a positive company culture as vital for driving success.

Jamie Gier, a three-time B2B CMO, discusses the challenges faced by B2B CMOs and why they often fail quickly.