Content 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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.