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HR and People Ops can be challenging, but there’s a community of others who’ve been in your shoes. HR Superstars is the podcast from 15Five that connects you with confident and respected strategic people leaders who have conquered a myriad of challenges and now have valuable and actionable insights to share. In each episode, our host, Adam Weber, VP of Community at 15Five, will talk to some of the world’s leading innovators in the HR/People Ops space willing to share their insights and advic ...
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Welcome to the Best-Self Management podcast where we explore the brave new world of bringing your whole self to work. Best-Self Management proposes that if leaders build cultures and institute practices that support people in being and becoming their Best Selves, then high performance and uncommon loyalty is the result. Co-hosts, David Hassell and Shane Metcalf, regularly discuss the uniquely healthy and productive cofounder relationship they’ve built at 15Five over the last 7 years. They al ...
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This podcast is for Customer Experience leaders and practitioners alike; focused on creating community and learning opportunities centered around the burgeoning world of Digital CX. Hosted by Alex Turkovic, each episode will feature real and in-depth interviews with fascinating people within and without the CS community. We'll cover a wide range of topics, all related to building and innovating your own digital CS practices. ...and of course generative AI will be discussed. If you enjoy the ...
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Welcome to 'Hiring Matters,' the podcast where Hiring and Human Resources transform from a tactical process into a collaborative art form! Join Ken, a seasoned expert with nearly three decades in executive recruiting, and his executive guests as they unveil the secrets of Recruiting, Retention, and Real HR Strategies, sharing their ‘secret sauce’ for building and retaining top-performing teams. They’ll dissect the art and science of building exceptional teams, retaining top talent, and imple ...
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In this podcast episode, Natalia Andreeva and Kaelon Russell of 15Five share their journey of building a digital customer success program from the ground up. They discuss their approach to content strategy, onboarding experiments, user health scoring, and the importance of cross-functional collaboration, highlighting how they integrate human and di…
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If you think pens, soda, and car wax sound like the most boring things ever—think again. Our guest, marketing powerhouse Jeff Werderman, has spent 30 years leading at brands like Coca-Cola, Boost Mobile, and ArmorAll, and now he’s running the show at Pentel of America (yes, the pen company). But this isn’t about writing instruments—it’s about writi…
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Have you ever wondered if CEO favoritism can shape the culture of an entire organization? According to Alex Seiler, it definitely can. Alex, a seasoned Chief People Officer with over 15 years of global experience, shares the often-overlooked impacts of CEO favoritism on organizational culture and how it manifests in promotions, decision-making, and…
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Larissa Licha, co-founder and CEO of Joyn, discusses the challenges of cross-department collaboration between customer-facing teams and R&D, particularly in fast-growing tech companies. She also shares insights from her entrepreneurial journey, emphasizing the need for flexibility in product development and the role of AI in optimizing business pro…
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Can gut instinct alone guide strategic HR decisions effectively? Adam Weber doesn’t think so. In this episode, he discusses the second secret of the top 5% of HR leaders: the pivotal role of data and metrics in advancing bold initiatives. Adam highlights the transformation HR is undergoing, drawing parallels to the marketing industry's shift from i…
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In this Recruiter Rant Ken takes a sledgehammer to the sacred cow of corporate contracts: non-competes. Are they protecting businesses or just handcuffing employees? Ken dives into the murky waters of non-compete agreements—unpacking their morality, legality, and the head-scratching ways they’re enforced across industries. Using real-world examples…
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Bernard Slowey, VP of Digital Customer Success at Salesforce, joins the show to discuss the transformation of customer service through digital tools, AI, and data-driven insights. He and Alex explore how Salesforce is leading the way in enhancing customer experiences by unifying support, success, and training portals, leveraging burgeoning AI tools…
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A little bit of empathy makes a big difference in the workplace. In this episode, Adam Weber sits down with Wendy Sellers, known as "The HR Lady," to explore the power of empathy, the value of personality assessments, and the importance of clear communication. Wendy offers valuable insights into recognizing different personality styles and the ofte…
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Monthly Scale and Digital Meetup: https://digitalsuccess.gradual.com The Ultimate Guide to Digital CS: 4 Pillars for Success w/ Alex Turkovic & Jan Young: https://zoom.us/webinar/register/6817263533053/WN_GqOn3y7JSZWBt_YM3i87kw#/registration In today's show... Measuring Digital Customer Success can be an elusive thing. It necessitates borrowing fro…
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How do top HR leaders successfully pitch new ideas and gain executive buy-in? In this episode, Adam Weber reveals why the key lies in speaking the language of the business. Drawing from his experience with many HR leaders, Adam shares insights on tailoring HR strategies to align with overarching business goals. He explains the importance of underst…
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Welcome to 2050—where we still don’t have flying cars, but we’re finally getting our hiring practices right. Host Ken is joined by the formidable Lisa Gable, former Presidential appointee, U.S. Ambassador, UN Delegate, and advisor to Fortune 500 companies. Lisa is here to shake up your future and maybe your present, too. With her wealth of experien…
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In this episode of the Digital CX podcast, Alex Turkovic chats with Bob Mathers about personal branding on LinkedIn, the balance between human interaction and digital communication, and other strategies for customer success. They explore how storytelling, authenticity, and thoughtful use of technology can enhance customer experiences and build trus…
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What if the secret to extraordinary organizational success lies in being playful and fearless? Anita Grantham believes it does. A leading people leader and Head of HR at BambooHR, Anita shares her unique approach to building a company that outperforms the market. Her journey to running HR at a top SaaS company is filled with lessons in embracing cu…
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Mary Caballero, hire number 1 at Champify, shares her journey in scaling customer success at an early-stage startup. The conversation delves into the challenges and strategies of driving digital-first customer engagement, the importance of responding to customer feedback, and how to effectively manage key customer relationships in a rapidly growing…
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Is it possible to create a high-performance culture without losing the human touch? Katie Burke believes it is. On this episode, Katie Burke, former Chief People Officer of HubSpot, shares how her unique journey from media relations to chief people officer shaped her view on progressive people operations. Reflecting on her 11-year journey at HubSpo…
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Think your succession plan is solid? Think again! In this episode, we’re ripping the lid off a topic companies often avoid talking about—succession planning. If your strategy is simply crossing your fingers and hoping for the best, prepare for a wake-up call. With just 35% of organizations having a formal plan, most leadership transitions are a hig…
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In this episode, Joydeep Sen Sarma, founder and CEO of Clearfeed, discusses the evolution of customer success in the SaaS world, emphasizing the shift from transactional support to ongoing, relationship-driven models. He also shares insights on how Clearfeed transforms Slack into a structured customer management tool, the role of AI in customer int…
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While many equate company culture with perks like ping pong tables and free food, Melissa Daimler challenges this superficial view and emphasizes the profound impact of well-defined behaviors and processes. In this episode, Melissa Daimler, Chief Learning Officer at Udemy, shares insight on creating a culture grounded in core values and constructiv…
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In this episode of the Digital CX podcast, Jess Osborn shares insights from her career journey, discussing her experiences with customer success, account management, and scaling global teams at companies like Bazaarvoice and, currently, GoCardless. She emphasizes the importance of action-based onboarding, digital tools in renewals, and the evolving…
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How do you navigate shifting priorities during life’s big moments while maintaining team chemistry and a strong company culture? Lee Rubin, founder and CEO at Confetti, shares her insights as she prepares for maternity leave. In this episode, Adam and Lee discuss the balancing act leaders face during significant life changes. From reorienting prior…
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Gen Z’s entry into the workforce is shaking things up with their high expectations and progressive ideals. From flexible schedules and remote work to instant recognition and a strong focus on social justice, this generation is challenging the status quo. Ken sits down with TurningPoint's own Gen Zers, Cory and Katherine, to explore various topics r…
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In this solo episode, I take you through the 4 Pillars of Digital Customer Success, a model I have come up with over the past years to help establish a strong foundation for a digital CS program. I also cover a few news tidbits related to CS. Join me as I walk you through the four pillars: Customer Journey Data Automation Content Chapters: 01:05 - …
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As remote work has become the new norm, the role of managers in shaping the employee experience has never been more critical. Carmen Amara, Chief People Officer at Yelp, delves into the importance of empathy in management, especially amid the challenges introduced by the pandemic. With work and life increasingly intertwined, Carmen shares practical…
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In this episode, Alex interviews Masha Krol, CEO of Glowstick about the various innovative uses of AI in customer success to identify growth opportunities and enhance collaboration between CS and commercial teams. Masha shares her takes on the evolution of digital customer success, emphasizing the importance of leveraging AI to analyze customer con…
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We’re all humans first and leaders second. In this conversation, Paul Wolfe, author of Human Beings First, shares how leaders can stay grounded in their humanity and cultivate deeper connections with the people around them. Paul invites leaders to implement three simple behaviors to help them create safe spaces for their teams. He discusses what it…
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Is your compensation strategy secretly sabotaging your business? For decades, Ken has witnessed companies cling to outdated pay structures that not only fail to attract top talent but actively drive it away. In this episode, he challenges conventional wisdom on compensation, revealing startling insights—from how penny-pinching risks losing your bes…
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We're thrilled to announce that the third season of Hiring Matters is officially in the books! Over the last 18 months, we've hosted over 40 incredible guest interviews with leaders from Global Medical Response, Sancora, Boost, Spark Networks, and many more. We've tackled hot topics like bad interviewing practices, the pitfalls of hiring based on p…
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While HR leaders might be losing sleep over the pace of AI or the return to office debate, Eric Termuende shares that the real concern ought to be the talent crisis. Eric is a keynote speaker and bestselling author of Rethink Work. In this conversation, he reveals the root of the talent problem: a lack of trust between individuals and organizations…
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RevSetter founder Haydar Al Saad discusses with Alex his new revenue-centric customer success platform and its unique approach to integrating both sales and customer success functions. He and Alex explore his extensive experience in SaaS and Haydar’s philosophy on the importance of post-sale revenue growth and the role of digital customer success t…
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Ever wondered how mastering customer education can lead to skyrocketing revenue? Listen in as we sit down with Greg Rose of Intellum, who takes us on his extraordinary journey from running a record label to pioneering the field of customer education. You'll learn the magic of Education Qualified Leads (EQLs) and how they can turbocharge your conver…
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Before the pandemic, only 5% of Americans worked from home. Now, half of the population spends at least one day a week doing so. What effect has the shift to remote work had on productivity, profitability, and employee satisfaction? Nick Bloom is here to tell us. Nick is a Stanford professor who has researched remote work for over two decades. He’s…
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Renowned for his exceptional ability to inspire and uplift, Venture Builder Capitalist Terrance Orr shares profound insights on the transformative power of humility and the invaluable lessons of mentorship. In this best-of-episode, we're revisiting one of our favourite guest interviews. Terrance delves into the depths of his personal odyssey — from…
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This week, we are pleased to bring you a conversation with Rod Cherkas, a SaaS veteran, consultant, author of two books on customer success, and vocal contributor to the CS community. Rod and Alex discuss his past at Marketo and Gainsight (among others), his newly released book REACH, as well as where he sees the CS profession heading. Chapters: 00…
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Offboarding doesn’t have to be awkward. When done well, it can be an empowering experience for both the individual and the organization. In this conversation, Becky Consolvo, CEO and Founder of 9Box Consulting and former HR leader at Telsa and Apple, delves into the art of onboarding. She’s on a mission to bring excellence to employee exits through…
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In this solo episode, we tackle two primary topics: Imposter Syndrome specific to Digital CS and how to combat it Building Customer Health Scores without the benefit of product Telemetry Along the way, I also share a few news items and resources with you. Enjoy! I know I sure did... Resources: Virtual Scale & Digital Meetup Survey Link Latest Digit…
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Want to create a workplace culture that truly embraces diversity, equity, and inclusion. Curious about where to begin? This week's guest suggests this starting point: Understand why having people who think differently together, who trust and respect each other, is better than having people who all think the same or come from similar backgrounds. Th…
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