Swimming With Sharks: Customer Ops Unplugged

In this exciting episode of Swimming with Sharks, Kevin Dean, CEO of ManoByte, welcomes Mike Lyons, founder of KaiRise, to explore the intersection of Agile methodologies and generative AI. Mike shares his unique journey through the IT landscape, from small firms to large consulting agencies, shedding light on how AI is shaping business processes and the power of agility in driving innovation.

Introduction: Kevin introduces Mike Lyons, who has decades of experience in IT, ranging from higher education to government, finance, and non-profits. They dive into Mike’s deep insights on Agile ways of working and how organizations can capitalize on AI technology for better decision-making and enhanced efficiency.

Interview Highlights:

• Agile in the AI Era: Mike explains how Agile is not just about frameworks like Scrum, but about fostering a mindset of adaptability and rapid learning, especially when integrating AI tools.
• Learning Through Failure: Drawing on personal experiences, Mike discusses how businesses can learn more from failures than successes, particularly with emerging technologies like generative AI.
• Experimentation and Innovation: The conversation explores why companies need to allow a "thousand flowers to bloom" and how innovation thrives at the edges—outside traditional boardroom strategies.

Key Takeaways:

• Embrace Agile: Organizations must adopt Agile ways of working to stay competitive, especially in today’s fast-paced AI-driven world.
• Security vs. Innovation: Striking a balance between encouraging experimentation with AI tools and maintaining data security and governance is crucial.
• Future of AI: The episode concludes with a discussion on the global implications of AI, including how it can address accessibility and humanitarian challenges, and what’s next in the rapidly evolving tech landscape.

Episode Overview: In this episode of Swimming with Sharks, Kevin Dean, CEO of ManoByte, sits down with Stephen Stouffer, Director of Automation Solutions at Tray.ai. Stephen discusses his journey from marketing automation to becoming a leader in AI integration and shares valuable insights on leveraging AI for enterprise success.

Introduction: Kevin introduces Stephen Stouffer, who brings extensive experience from various industries, including enterprises, agencies, startups, and nonprofits. Stephen has been deeply involved in the AI space, focusing on how organizations can harness AI to streamline operations and gain a competitive edge.

Interview Highlights:

• AI Accessibility: Stephen emphasizes that generative AI is for everyone, from beginners to technical experts, and encourages organizations not to be intimidated by its potential.
• Enterprise Challenges: He discusses the importance of feeding AI with the right data and context to maximize its effectiveness, stressing that while AI can simplify tasks, thoughtful deployment is crucial.
• Tray.ai's Role: Stephen explains how Tray.ai’s rebrand focuses on integrating AI into workflows securely and efficiently, introducing features like the Merlin connectors that enhance data privacy and automation.

Key Takeaways:

• Start Small: Organizations should begin with simple AI implementations, focusing on teams that are open to change.
• Security and Context: Ensuring data security and providing AI with proper context are vital for successful enterprise AI adoption.
• Future of AI: The AI landscape is rapidly evolving, and organizations must adapt quickly to stay ahead, with AI becoming an integral part of daily operations across industries.

In this episode of Swimming with Sharks, Kevin Dean, CEO of ManoByte, sits down with Wendy McHenry, the Head of Solutions Engineering at CData Software, for an insightful discussion on customer operations and the evolving tech landscape. Wendy brings a wealth of experience from her journey in tech, starting as a statistician and moving through various leadership roles in sales engineering, particularly in financial services and government sectors.

Introduction:

Kevin introduces Wendy McHenry, highlighting her impressive career trajectory from a statistician to a leader in solutions engineering. Wendy’s unique path showcases her passion for technology and her commitment to improving customer experiences.

Interview Highlights:

• Wendy’s Career Path: Wendy shares her unconventional entry into tech, beginning as a statistician and transitioning into a sales engineer role at SAS Software. Her journey reflects a deep understanding of customer needs and the importance of aligning tech solutions with business goals.
• Challenges in Customer Operations: Wendy discusses the complexities customers face in today’s competitive environment, emphasizing the difficulties of navigating tight budgets, internal reorganizations, and the fear of change. She underscores the need for companies to build trust and guide customers through tech modernization.
• AI and Automation in Tech: The conversation shifts to the role of AI and automation in reshaping the tech industry. Wendy offers insights into how these technologies are helping companies do more with less, while also raising important ethical considerations. She predicts that while AI will not eliminate tech jobs, it will significantly enhance efficiency and innovation.
• The Role of Data Analytics: Wendy, a data enthusiast at heart, explores the critical role data analytics plays in driving business decisions and improving customer outcomes. She highlights the importance of staying at the forefront of data science to address challenges in various industries, from financial services to emergency response.
• Diversity, Equity, and Inclusion in Tech: Wendy also shares her passion for DEI initiatives, particularly in creating psychologically safe workplaces. She emphasizes the importance of leaders fostering inclusive environments to drive positive change in the tech industry.

Key Takeaways:

• Trust and Empathy: Building trust with customers is crucial in today’s fast-changing tech landscape. Companies must listen to customer concerns and provide solutions that ease the fear of change.
• Leveraging AI for Efficiency: AI and automation are powerful tools that can help businesses maximize resources, but they must be implemented thoughtfully, with ethical considerations in mind.
• Data as a Driving Force: Data analytics is at the core of successful tech operations, enabling companies to make informed decisions and respond effectively to challenges.
• Inclusive Leadership: Creating diverse and inclusive teams is essential for fostering innovation and ensuring the tech industry remains a welcoming space for everyone.

In this episode of Swimming with Sharks, Kevin Dean, CEO of ManoByte, welcomes Amber Vaden, a dynamic leader in customer operations and success with nearly a decade of experience in the field. Amber brings a unique perspective to customer service, blending her background in education with a deep passion for creating impactful customer experiences.

Introduction:

Kevin introduces Amber Vaden, who has made a significant impact in the world of customer success and operations. Amber's journey began with a desire to teach, which seamlessly transitioned into a career in customer service. Her role allows her to blend empathy with creativity, helping both customers and internal teams achieve success. Known for her innovative approach and commitment to understanding customer needs, Amber is excited to share her insights and experiences on the show.

Interview Highlights:

• Amber’s Path: Amber shares her unique journey from a potential career in teaching to becoming a key player in customer service. She discusses how her background in education informs her approach to creating impactful customer experiences and fostering internal success.
• Core Challenges: Amber identifies a major challenge in customer operations: the difficulty of truly understanding and addressing individual customer needs. She advocates for customized solutions and ongoing feedback to ensure that customer interactions are meaningful and effective.
• Technology vs. Empathy: Amber offers her perspective on the role of technology in customer service, emphasizing that while AI can support operational efficiency, it lacks the empathy that human interactions provide. She stresses the importance of balancing technological tools with a human touch to enhance customer satisfaction.
• Effective Strategies: The conversation delves into practical strategies for managing customer relationships and balancing various responsibilities. Amber highlights the importance of setting realistic expectations and maintaining organization to deliver consistent and thoughtful customer support.
• Empathy in Action: Amber underscores the significance of treating every customer interaction with the same care and respect one would offer to a loved one. She believes that building genuine trust and empathy can transform customer experiences and foster long-term loyalty.
• Looking Forward: Amber is excited about the future of customer service as new technologies and innovative companies emerge. She anticipates that these advancements will offer new ways to enhance customer experiences and drive success.

Key Takeaways:

• Personalized Approach: Understanding and addressing individual customer needs through tailored solutions and feedback is essential for effective customer service.
• Human Touch: While technology can aid in customer service, it should be complemented by the empathy and personal connection that only humans can provide.
• Strategic Balance: Effective customer support involves balancing organizational demands with the need for realistic expectations and consistent, empathetic interactions.
• Future Innovations: Embracing new technologies and strategies will continue to shape and improve the customer service landscape, offering exciting opportunities for growth and enhancement.

In this compelling episode of Swimming with Sharks, Kevin Dean, CEO of ManoByte, sits down with Kári Thor Runarsson, the visionary founder of Cliezen, to explore the dynamic world of customer operations and the intersection of marketing, customer success, and technology. Kári shares his rich, globe-trotting journey from Iceland to Iowa and beyond, offering a unique perspective on the importance of understanding and exceeding customer expectations in both B2B and B2C environments.

Episode Summary:

Introduction: Kevin Dean kicks off the episode by introducing Kári Thor Runarsson, delving into his impressive background and his passion for customer experience (CX) and customer success (CS).

Interview Highlights:

1. Kári’s Journey: Kári discusses his diverse upbringing and professional experiences across multiple countries, emphasizing how these have shaped his approach to customer experience and operations.
2. The Role of Marketing in CX: Kári explains the natural alignment between marketing and customer experience, highlighting how his marketing background has informed his approach to customer success.
3. Challenges in Customer Success: Kári identifies the key challenges facing the customer success industry today, particularly the undervaluation of CS roles and the struggle to quantify their impact.
4. The Impact of AI in Customer Ops: Kári shares his insights on the transformative potential of AI, distinguishing between generative AI and other forms of AI, and discussing how technology can help close the experience gap.
5. Bridging Organizational Gaps: Kári offers advice on improving communication and collaboration across departments, emphasizing the importance of data and analytics in making informed, customer-centric decisions.
6. The Future of CX: Kári predicts the evolution of customer success, focusing on the role of technology in automating routine tasks and allowing professionals to focus on more strategic, high-impact activities.

Key Takeaways:

• Customer Centricity: Successful customer operations hinge on understanding and exceeding customer expectations, tailored to different roles and needs within a client organization.
• Technology as an Enabler: While tools and AI can significantly enhance customer experience efforts, they must be accompanied by a genuine commitment to customer-centricity across the organization.
• Realistic Expectations with AI: While AI offers incredible potential, it’s crucial to maintain realistic expectations and understand its current limitations.
• Communication & Collaboration: Effective customer success requires seamless communication across departments, supported by accurate data and analytics to inform decision-making.

In this insightful episode, Kevin Dean explores the transformative power of generative AI in customer experience. Drawing on his extensive experience at ManoByte, Kevin delves into the four key pillars that can elevate customer satisfaction and drive business success: educate, engage, entertain, and inspire.

Episode Summary:

Introduction: Kevin Dean introduces the podcast, "Swimming with Sharks," and sets the stage for a deep dive into the dynamic world of customer operations. He outlines the importance of understanding and implementing the four pillars of customer experience to stay ahead in a competitive market.

Key Pillars of Customer Experience:

Educate: Kevin discusses how educating customers builds trust and credibility. He highlights the role of generative AI in creating personalized learning paths and delivering relevant information. Examples include HubSpot's tailored educational content and IBM Watson's personalized medical education.

Engage: Kevin emphasizes the importance of creating meaningful interactions to build lasting relationships. He shares how AI-powered CRM tools like HubSpot and Salesforce's Einstein predict customer behavior and personalize communication, enhancing engagement and driving revenue.

Entertain: Adding an emotional layer to the customer experience makes it more memorable and engaging. Kevin explains how generative AI, augmented reality, and virtual reality can create immersive experiences that captivate customers and solve their problems creatively.

Inspire: Inspirational content fosters customer loyalty and advocacy. Kevin discusses using AI to create personalized, inspirational content that resonates with customers' interests and aspirations. He shares practical examples of leveraging AI for testimonials, success stories, and case studies.

Integration for Seamless Experience: Kevin underscores the need for delivering integrated, value-based experiences through an omni-channel strategy and data-driven decisions. He stresses the importance of leveraging generative AI to ensure customers interact with the company in the right way at the right time.

Key Takeaways:

• Educate: Build trust with personalized learning paths using generative AI.
• Engage: Foster lasting relationships with AI-powered CRM tools for personalized communication.
• Entertain: Create memorable experiences with augmented and virtual reality.
• Inspire: Drive loyalty with AI-generated, personalized inspirational content.
• Integrate: Ensure seamless, value-based customer experiences through omni-channel strategies and data-driven decisions.

In this engaging episode, Kevin Dean welcomes Lucas Pimenta, an experienced professional in customer operations. Lucas discusses his journey from finance to global customer relations, stressing the importance of empathy and strategic planning in meeting high customer expectations amidst resource constraints. He also explores the transformative role of technology, including AI, in enhancing customer success strategies while balancing efficiency with human touch.

Episode Summary:

Introduction: Kevin Dean introduces Lucas Pimenta, an expert in customer operations with a diverse background in international customer relations and a keen interest in strategic customer success.

Interview Highlights:

Lucas's Journey: Lucas discusses his career evolution from finance to customer operations, emphasizing the importance of understanding customer needs and building lasting relationships across diverse cultural contexts.

Challenges in Customer Operations: Lucas identifies technological advancements and varying customer expectations as primary challenges, stressing the need for personalized, yet efficient service delivery.

Balancing Expectations and Resources: Lucas shares strategies for aligning high customer expectations with limited resources, emphasizing strategic planning and empathetic communication.

Technology's Role in Customer Success: Lucas explores the transformative impact of AI and data-driven tools in optimizing customer interactions and enhancing service delivery.

Key Takeaways:

• Empathy in Customer Relations: Leading with empathy remains crucial in navigating complex customer relationships and delivering personalized solutions.
• Strategic Use of Technology: Leveraging AI and data analytics empowers organizations to better anticipate and meet customer needs while maintaining a human-centered approach.
• Continuous Learning: Adaptability and continuous learning are essential in the evolving landscape of customer operations, enabling professionals to stay ahead and deliver exceptional value.

In this insightful episode, Kevin Dean welcomes Anne McDonnell-Aisiku, Principal Customer Success Manager at HubSpot. Anne shares her unique journey from global education to customer success, offering valuable perspectives on how her background shapes her approach to delivering exceptional customer experiences.

Episode Summary:

Introduction: Kevin Dean introduces the podcast and welcomes Anne McDonnell-Aisiku, highlighting her extensive experience in customer success and her journey from the education sector to HubSpot.

Interview Highlights:

• Anne’s Background: Anne discusses her transition from global education to customer success, emphasizing the parallels between supporting students and managing customer relationships.
• Challenges in Customer Success: Anne outlines the current challenges in the customer success space, including economic headwinds, the need for faster results, and longer sales cycles.
• Balancing High Expectations and Limited Resources: Anne shares her strategies for managing customer expectations while dealing with limited resources, emphasizing the importance of empathetic communication and setting clear expectations.
• Communicating Difficult News: Anne discusses her approach to delivering bad news, stressing the importance of empathy, honesty, and offering alternative solutions.
• Technology and AI in Customer Success: Anne explores how technology and AI are transforming customer success, providing tools that offer deeper insights and enable more effective customer interactions.
• Generative AI Impact: Anne shares her initial hesitations about AI and how she now sees its potential to enhance customer success workflows by freeing up mental space for more strategic tasks.

Key Takeaways:

1. Empathetic Communication: Always lead with empathy and honesty when communicating with customers, especially when delivering bad news.
2. Leveraging Technology: Utilize technology and AI to gain deeper insights into customer behavior and needs, allowing for more meaningful and proactive interactions.
3. Continuous Learning: Stay nimble and continuously update skills and knowledge to keep up with the rapidly evolving customer success landscape.
4. Customer-Centric Approach: Understand and prioritize customers’ goals and KPIs to align efforts and deliver value effectively.

In this exciting episode, Kevin Dean sits down with Aaron Jones, the Head of Strategic Partnerships at Maven AGI. The conversation spans Aaron's journey from a computer science major to his current role, and delves into the dynamic landscape of customer operations and AI.

Episode Summary:

Introduction: Kevin Dean introduces the podcast and welcomes Aaron Jones, highlighting their shared background and long-standing professional relationship.

Interview Highlights:

• Aaron’s Background: Aaron shares his career journey, from his early days as a developer to his pivotal roles at major companies like Adobe, Mixpanel, Sprinkler, Discovery Education, HubSpot, and now Maven AGI.
• AI and Customer Ops: Aaron discusses the similarities and differences between the current AI boom and the internet bubble of the 90s. He emphasizes the strategic application of AI and its significant impact on customer operations.
• Challenges in Customer Service: The discussion touches on the three main challenges: increasing customer expectations, limited resources, and the balance between human capital and technology.
• Framework for Success: Aaron outlines a strategic framework for organizations to efficiently manage customer interactions through self-service, AI, and human resources.
• Technology Evaluation: Insight into how businesses can assess and integrate the best technology solutions to enhance customer experience.

Real-life Example:

• Maven AGI and TripAdvisor: Aaron shares a case study where Maven AGI helped TripAdvisor successfully deflect over 90% of inbound customer support cases using generative AI.

Key Takeaways:

1. Core Competency Focus: Emphasize core strengths and leverage best-in-breed solutions for customer support.
2. Data Strategy: Ensure data is interconnected and contextualized for actionable insights.
3. AI Implementation: Proper training and execution of AI models are crucial for success.
4. Embracing Automation: Automation can enhance efficiency and create new job opportunities, rather than just replacing human roles.

In this exciting season opener, Kevin Dean sits down with Christina Garnett, a customer service and marketing expert known for her customer-obsessed approach. Christina shares her unique journey and provides deep insights into the evolving landscape of customer operations, emphasizing the critical balance between AI integration and human touch in delivering exceptional customer experiences.

Episode Summary:

Introduction: Kevin Dean introduces the podcast and welcomes Christina Garnett, highlighting her extensive experience and passion for customer service.

Interview Highlights:

• Biggest Challenges in Customer Ops: Christina discusses the challenges of integrating AI into customer operations while maintaining the human element crucial for building strong customer relationships.
• AI and Human Balance: The conversation explores how businesses can effectively use AI for automation and personalization while preserving human touchpoints for high-emotion interactions.
• Game Theory in Customer Journeys: Christina introduces the concept of game theory and how it can be applied to map out and personalize customer journeys.
• Training AI: Emphasizing the importance of detailed prompts, Christina advises treating AI like the smartest intern and providing clear guidelines to achieve the best outcomes.
• New Skill Sets in Customer Service: Christina talks about the evolving skill sets required in customer service, including the critical role of being an editor for AI-generated content.

Real-life Examples:

• Using AI Tools: Christina mentions tools like Magi for integrating various AI functionalities and highlights the importance of detailed prompts for better AI results.
• Successful AI Implementation: She shares examples of how companies can use AI effectively without losing the personal touch that customers value.

Key Takeaways:

1. Balance AI and Human Interaction: Understand when to use AI for efficiency and when to maintain human interaction for empathy and connection.
2. Detailed AI Prompts: Treat AI like an intern, providing detailed and specific prompts to guide its outputs.
3. Evolving Skill Sets: Customer service professionals need to develop new skills to effectively manage and edit AI-generated content.
4. Involve Frontline Workers: Include frontline workers in decision-making processes to ensure technology meets their needs and enhances their productivity.
5. Advocacy and Voice: The importance of customer service professionals finding their voice and advocating for their industry.