What Strategy Becomes

AI is transforming the way companies innovate and serve customers. But deploying AI effectively requires careful planning and a product mindset. In this episode, Angus Allan, of xDesign and former startup founder, shares his playbook for leveraging AI to create competitive advantages. 

You will hear key insights on: 

- Finding the pragmatic middle ground amidst AI hype cycles   

- Determining if your company is a net consumer or producer of AI innovation 

- Applying product thinking to solve real customer problems with AI 

- How Money Saving Expert launched a chatbot in just 6 weeks 

- Building an "AI moat" by using proprietary data to enhance AI capabilities 

- Intrapreneur vs entrepreneur mindsets and how companies can leverage these 

Episode Highlights 

[01:34] Why adopting AI effectively requires finding a pragmatic middle ground between hype and pessimism  

[02:58] How AI accessibility makes it easier to get started but harder to differentiate your business 

[09:19] Why product thinking is key to solving real customer problems with AI (not just using AI for its own sake)  

[13:35] How Money Saving Expert launched a chatbot in just 6 weeks using an agile process, safety measures, and trusted data sources  

[23:50] Why building an "AI moat" using your unique data is crucial for creating competitive advantage with AI  

[31:17] How intrapreneurs can successfully champion AI innovation by securing executive support and establishing risk frameworks 

About Angus Allan 

Angus Allan is a product leader and former founder with global experience across AI, financial services, and product management in start-ups, scale-ups, and enterprises. Currently a Senior Product Manager at xDesign, Angus combines his passion for AI and product strategy to deliver innovative solutions. He advocates for building responsible AI products that solve real customer problems and helped launch the award-winning MoneySavingExpert Chatbot. Angus regularly consults on AI product discovery, ideation, and implementation, co-organizes Product Tank Edinburgh, serves as Non-Executive Director at Rock Trust, and writes about AI and Product Management at AIAngus.com. 

• Angus on LinkedIn 

• Angus' AI Product Management newsletter

Rebecca Hastings, Founder and Director at The Lucent Group

Connect on LinkedIn: https://www.linkedin.com/in/hastingsrebecca/  

Would you like to be a guest? Book a time to speak with Rebecca: https://calendly.com/rebeccahastings/discovery-call

The Lucent Group Ltd website - https://www.thelucentgroup.co.uk/

The Lucent Perspective website - https://thelucentperspective.com/ 

Rebecca has extensive talent and executive search experience supporting digital and technology businesses through complex changes and fast-paced scale-up periods. She works with businesses advising on C-level, technical, sales and commercial appointments, workforce planning, strategic talent management, recruitment processes and associated technology and employer brand development. 

Hiring, training, and motivating winning sales teams is critical for startup success but can be daunting for founders. In this episode, I am delighted to be joined by Lee Anderson, Director of Sales Scotland and Ireland at Microlise. With over 18 years of experience driving growth across diverse sectors and scaling the sales team from 5 to 35 employees as the co-founder and Head of Sales & Partnerships at startup Coastr, Lee shares his proven playbook for building revenue machines.   

You will hear key insights on: 

- Most important traits to look for in early sales hires 

- Benefits of having a commercial co-founder  

- When to hire your first salesperson 

- How to effectively onboard and train new sales hires  

- Key differences between sales and partnership roles 

- Data and metrics to gauge the success of your sales team 

- Habits and mindsets that separate top sales performers 

Episode Highlights 

[01:46] Most important traits to look for in early sales hires - resilience, adaptability, self-motivation  

[04:54] Benefits of having a commercial co-founder - passion, deep product knowledge, ability to nail value prop 

[06:47] When to bring on your first salesperson if you don't have one as a co-founder 

[12:04] Tips for onboarding salespeople - set expectations, define goals/KPIs, provide comprehensive training 

[14:00] The art of uncovering objections in the sales process   

[25:06] Key differences between sales and partnerships roles in terms of focus and approach 

[30:54] Communicating with and coaching new sales hires in the first 6 months 

[36:40] Metrics and KPIs to gauge the success of your sales team - revenue, pipeline, velocity, conversion rates 

[42:01] Habits and mindsets of top sales performers - goal-oriented, resilient, adaptable, accountable 

About Lee Anderson 

Lee Anderson is a strategic sales leader with over 18 years of experience driving growth and profitability across diverse sectors in the UK and Middle East/Dubai. Currently, he serves as the Director of Sales for Scotland & Ireland at Microlise. Previously, Lee was the co-founder and Head of Sales & Partnerships at Coastr,  where he scaled the sales team from 5 to 35 employees. He also served in the British Army and holds a Higher National Diploma in Mechanical Engineering. 

•  Lee on LinkedIn 

Rebecca Hastings, Founder and Director at The Lucent Group

Connect on LinkedIn: https://www.linkedin.com/in/hastingsrebecca/  

Would you like to be a guest? Book a time to speak with Rebecca: https://calendly.com/rebeccahastings/discovery-call

The Lucent Group Ltd website - https://www.thelucentgroup.co.uk/

The Lucent Perspective website - https://thelucentperspective.com/ 

Rebecca has extensive talent and executive search experience supporting digital and technology businesses through complex changes and fast-paced scale-up periods. She works with businesses advising on C-level, technical, sales and commercial appointments, workforce planning, strategic talent management, recruitment processes and associated technology and employer brand development. 

In this episode,  we have an engaging conversation with Peter Proud, the CEO and founder of Forrit, an AI-driven Azure-native CMS. Peter shares his insights on lessons learned from his career at Microsoft, founding a startup, cultivating a positive company culture, and the power of apprenticeships.

Episode Highlights:

[1:26] - Most useful experiences from working at Microsoft before founding Forrit
[3:24] - Key lessons taken from Microsoft beyond treating staff well 
[5:58] - How Peter's time at Microsoft helped prepare him for entrepreneurship
[9:03] - The biggest early challenges with starting Forrit
[12:23] - Top tips for someone transitioning from a big corporate to founding a startup
[15:04] - Why apprenticeships are so important to Peter and how they add value to businesses
[20:11] - How Forrit's team and business has evolved over time
[21:25] - Key factors for a tech business to consider when setting up an apprenticeship scheme
[26:58] - Peter's philosophy on creating a positive company culture beyond learning
[31:09] - Benefits of face-to-face interaction at work, even in a hybrid environment
[35:17] - Top tips for fostering humility in yourself and other leaders
[38:54] - How and why Peter got involved in mentoring and supporting other startup entrepreneurs
[42:02] - Advice on pricing models and not overcomplicating them while appreciating complexities
[44:20] - Best piece of advice for someone considering entrepreneurship as a career
[45:55] - How people should evaluate new career opportunities that come their way

Throughout the discussion, Peter provides actionable advice for aspiring entrepreneurs and those looking to build high-performing teams. He emphasizes the importance of learning, building relationships, resilience, and leveraging experience at each stage of one's career.

Peter also shares how Forrit has benefited from implementing a robust apprenticeship program, creating a culture of continuous learning, and maintaining face-to-face interaction even in a hybrid work environment. He provides guidance on keeping pricing models simple yet effective and supporting other entrepreneurs through mentorship.

About Peter Proud

Peter Proud is the CEO and founder of Forrit, an AI-driven Azure-native CMS. He is also a board member of the Homeless World Cup and a visiting professor and entrepreneur in residence at the University of Strathclyde. Prior to founding Forrit, Peter was the Digital Sales Strategy Lead for Western Europe at Microsoft.

*   Forrit website: https://www.forrit.com/
*   Peter on LinkedIn: https://www.linkedin.com/in/peter-proud-frse-84a292/

Rebecca Hastings, Founder and Director at The Lucent Group

Connect on LinkedIn: https://www.linkedin.com/in/hastingsrebecca/  

Would you like to be a guest? Book a time to speak with Rebecca: https://calendly.com/rebeccahastings/discovery-call

The Lucent Group Ltd website - https://www.thelucentgroup.co.uk/

The Lucent Perspective website - https://thelucentperspective.com/ 

Rebecca has extensive talent and executive search experience supporting digital and technology businesses through complex changes and fast-paced scale-up periods. She works with businesses advising on C-level, technical, sales and commercial appointments, workforce planning, strategic talent management, recruitment processes and associated technology and employer brand development. 

In this episode, host Rebecca Hastings has an engaging conversation with Aly Madhavji, the managing partner at Blockchain Founders Fund based in Singapore. Aly shares his insights on what investors look for in founders, pitches, teams, and ongoing relationships. He also provides invaluable advice on making follow-on rounds easier and offers top tips and predictions around the web3 space.

Episode Highlights:

[2:37] - How Aly's background shaped his worldview and drew him to blockchain technology
[4:54] - Practical applications and use cases of blockchain that Aly's fund has invested in
[8:37] - The importance of digital ownership enabled by NFTs as we spend more time in the digital world
[12:16] - Exciting areas in the web3 space that Blockchain Founders Fund is investing in
[15:41] - Common missteps startup founders make and how to avoid them
[17:53] - Tips for founders to nail their pitches and explain their startups effectively
[21:08] - Best practices for founders to keep investors engaged with regular updates
[24:31] - Balancing long-term vision with day-to-day execution and getting things done
[27:39] - Experimentation as a crucial element at all stages and how to approach it
[30:41] - Attributes Aly looks for in founding teams beyond business aspects
[35:00] - Assessing the strength of technical teams, especially in the blockchain space
[38:13] - How founders can best work with and leverage their investors
[40:26] - Aly's top predictions for the blockchain sector over the next few years

Throughout the discussion, Aly provides actionable advice for founders in the web3 space on pitching, engaging investors, building strong teams, and executing effectively. He emphasizes the transformative potential of blockchain technology across industries and highlights promising areas like decentralized infrastructure, real-world assets, and multi-chain interoperability.

Aly also shares how Blockchain Founders Fund evaluates founding teams, assesses technical strength, and supports its portfolio companies. Founders can reach out to Aly and his team to discuss their projects and potential collaboration.

About Aly Madhavji

Aly Madhavji is the Managing Partner at Blockchain Founders Fund, a Singapore-based early-stage VC fund investing in top-tier blockchain startups globally. He is a Senior Blockchain Fellow at INSEAD and serves as a consultant to the UN on emerging technologies. Aly has been a successful tech entrepreneur and is widely recognized as a thought leader in the blockchain space.

• Blockchain Founders Fund website: https://blockchainff.com/
• Aly on LinkedIn: https://www.linkedin.com/in/alymadhavji/
• Aly on Twitter: https://twitter.com/Aly_Madhavji

Rebecca Hastings, Founder and Director at The Lucent Group

Connect on LinkedIn: https://www.linkedin.com/in/hastingsrebecca/  

Would you like to be a guest? Book a time to speak with Rebecca: https://calendly.com/rebeccahastings/discovery-call

The Lucent Group Ltd website - https://www.thelucentgroup.co.uk/

The Lucent Perspective website - https://thelucentperspective.com/ 

Rebecca has extensive talent and executive search experience supporting digital and technology businesses through complex changes and fast-paced scale-up periods. She works with businesses advising on C-level, technical, sales and commercial appointments, workforce planning, strategic talent management, recruitment processes and associated technology and employer brand development. 

In this episode, host Rebecca Hastings has an enlightening discussion with Andrew Bartlow, a former CHRO and now advisor who helps tech startups develop their people functions. Andrew shares his wisdom on leading startups through predictable growing pains, optimizing talent and culture for growth, communicating vision effectively, progressing one's career, and founders letting go of control.   
 

Episode Highlights: 

[0:58] - The current funding environment for startups and the focus on revenue 

[2:23] - Key people challenges startups face when scaling up   

[3:28] - Adapting approaches to the capital efficiency environment 

[5:08] - The shift back to prioritizing finance leadership over HR   

[14:26] - The "crisis of autonomy" startups face around 100 employees  

[17:38] - Applying lessons learned to startup growth, while customizing for your context 

[20:55] - Clearly communicating strategic priorities using a simple framework    

[25:11] - Life stage differences matter more than generational differences 

[32:56] - Having an employment value proposition to attract candidates 

[37:52] - Factors US investors consider when evaluating UK/European startups   

[47:08] - Enabling employees to advance throughout growth stages    

[51:23] - Raising your external professional profile to open opportunities   

Throughout the discussion, Andrew offers practical tips for startups to succeed through predictable growing pains by staying laser focused on vision and priorities, understanding team needs, clearly communicating strategy, developing strong employment value propositions to attract talent, and supporting founders to transition leadership effectively as the organization scales.  

He emphasizes learning from other startups while customizing approaches for your context, leveraging networks and platforms to raise profiles, and keeping perspective on what motivates candidates in this environment. 

About Andrew Bartlow 

Andrew Bartlow is an experienced HR leader who has served as CHRO at multiple high-growth companies. He founded Series B Consulting and helps organizations design processes to support rapid scaling. Bartlow recently published the book "Scaling for Success: People Priorities for High Growth Organizations" and also co-founded People Leader Accelerator, an executive development program for HR professionals. He provides mentoring and advises PE firms, startups, and founders on strategic talent and organizational matters. 

• Andrew on LinkedIn 

Rebecca Hastings, Founder and Director at The Lucent Group

Connect on LinkedIn: https://www.linkedin.com/in/hastingsrebecca/  

Would you like to be a guest? Book a time to speak with Rebecca: https://calendly.com/rebeccahastings/discovery-call

The Lucent Group Ltd website - https://www.thelucentgroup.co.uk/

The Lucent Perspective website - https://thelucentperspective.com/ 

Rebecca has extensive talent and executive search experience supporting digital and technology businesses through complex changes and fast-paced scale-up periods. She works with businesses advising on C-level, technical, sales and commercial appointments, workforce planning, strategic talent management, recruitment processes and associated technology and employer brand development. 

In this bonus episode of the Lucent Perspective, we are sharing a recent LinkedIn Live Webinar, joined by Andrew Bardsley, Founder of JackHR.  Andrew Bardsley and Rebecca Hastings discuss how to build retention into hiring and how to empower managers so they can retain top talent. We cover issues such as how Gen Z are approaching things differently, how managers can spot burnout and how you can have the right conversations to keep your team engaged and productive. 

We address the challenges managers face in initiating these discussions and introduce the concept of "courageous conversations" encompassing topics like constructive feedback. We also discuss how you can support managers in developing the necessary skills, frameworks, and confidence to navigate these conversations effectively, ultimately improving employee well-being and engagement in the workplace. 

Episode Highlights: 

[00:04:11] Increased turnover in tech. 

[00:06:00] The true cost of turnover. 

[00:10:33] Reasons for people looking to leave. 

[00:13:20] Conflict avoidance in younger generations. 

[00:19:15] Building retention in hiring. 

[00:23:26] Assessing job satisfaction. 

[00:27:02] Enhancing the candidate experience. 

[00:29:04] People leave managers. 

[00:34:07] Caring conversations. 

[00:38:07] Managers supporting career conversations. 

[00:41:35] Lack of courageous conversations. 

[00:45:32] Bad jobs and leaving managers. 

Managers play a vital role in recognizing early signs of mental health issues, physical health problems, and burnout within their teams, placing a strong emphasis on the significance of "caring conversations." The acknowledgment that managers may lack confidence and support in addressing these sensitive topics underscores the challenges they face. Introducing the concept of "courageous conversations," which includes managing up, providing constructive feedback, and performance management, highlights the struggles managers may encounter in these discussions, potentially leading to communication breakdowns. 

To address these challenges, there is a clear suggestion to support managers in developing skills, frameworks, and effective questioning techniques for engaging in conversations about mental health and well-being. The ultimate goal is to enhance managers' abilities to navigate these difficult discussions, thereby fostering improved employee retention, engagement, and overall well-being in the workplace. 

Emphasizing the importance of open dialogue with the workforce is a key aspect of identifying skill gaps in coaching, career development, courage, and care. 

About Andrew:

•  Andrew Bardsley on LinkedIn

Rebecca Hastings, Founder and Director at The Lucent Group

Connect on LinkedIn: https://www.linkedin.com/in/hastingsrebecca/  

Would you like to be a guest? Book a time to speak with Rebecca: https://calendly.com/rebeccahastings/discovery-call

The Lucent Group Ltd website - https://www.thelucentgroup.co.uk/

The Lucent Perspective website - https://thelucentperspective.com/ 

Rebecca has extensive talent and executive search experience supporting digital and technology businesses through complex changes and fast-paced scale-up periods. She works with businesses advising on C-level, technical, sales and commercial appointments, workforce planning, strategic talent management, recruitment processes and associated technology and employer brand development. 

In this episode, host Rebecca Hastings has an enlightening discussion with serial entrepreneur and business advisor Russell Dalgleish. Russell shares his wisdom on entrepreneurship, networking, international business, purpose-driven leadership, and more.

Episode Highlights:

[0:41] - The mindset required for startup success

[1:42] - Staying focused on your purpose and mission

[3:41] - Clarifying your mission from the start

[10:22] - Using LinkedIn to reach potential customers

[16:09] - Leveraging global business networks

[27:58] - Building an impactful board of directors

[32:25] - Accelerating progress on climate change

[37:25] - Leaving a legacy and being remembered

Russell emphasizes the importance of staying focused on your core purpose as an entrepreneur. He outlines how to leverage LinkedIn for sales and provides examples of the Scottish Business Network facilitating international expansion.

On building an effective board, Russell stresses choosing the right Chairperson and actively engaging members. He also shares insights from driving progress on net zero emissions and climate action.

Throughout the discussion, Russell offers practical tips for entrepreneurs to succeed by clarifying their mission, fostering meaningful relationships, and keeping their legacy in mind.

About Russell Dalgleish

Russell Dalgleish is a prominent Scottish entrepreneur and business advisor with decades of experience founding, scaling, and advising high-growth tech companies globally.

He is currently the Founding Chair of Scottish Business Network, the Founding Managing Partner at Exolta Capital Partners, and a board member of several organizations. Russell hosts conferences worldwide and regularly shares his perspectives on leadership, investment, and entrepreneurship.

• Russell on LinkedIn

Rebecca Hastings, Founder and Director at The Lucent Group

Connect on LinkedIn: https://www.linkedin.com/in/hastingsrebecca/  

Would you like to be a guest? Book a time to speak with Rebecca: https://calendly.com/rebeccahastings/discovery-call

The Lucent Group Ltd website - https://www.thelucentgroup.co.uk/

The Lucent Perspective website - https://thelucentperspective.com/ 

Rebecca has extensive talent and executive search experience supporting digital and technology businesses through complex changes and fast-paced scale-up periods. She works with businesses advising on C-level, technical, sales and commercial appointments, workforce planning, strategic talent management, recruitment processes and associated technology and employer brand development. 

In this episode, host Rebecca Hastings conducts an insightful interview with returning guest Gary Crawford, Chief Innovation Officer at Waracle. They dive deeper into a timely issue: how the rise of AI is transforming software development teams and processes. 

Gary, who previously joined us in Episode 5 on how enterprise companies can leverage AI, provides an insider's view on the latest developments. As an experienced technology leader helping companies scale, he offers a unique perspective on what's changing in this fast-moving domain.  

Episode Highlights: 

[00:41] Effective AI integrates sensitively into systems.   

[02:09] AI enabling creative applications. 

[05:59] Subtly integrating AI into existing products.   

[10:21] Safe and thoughtful AI integration.      

[18:20] Decentralizing decision-making.    

[25:31] Planning vital but agile approach still key. 

[33:24] Strategic, creative, experimental thinking.   

[41:29] Psychologically safe environments. 

[46:24] Key developer interview questions. 

Gary emphasizes the need to integrate AI subtly into existing systems while decentralizing decision-making closer to products and users. Teams must think strategically about "what and why" to build, while still moving fast and experimenting. 

As this conversation makes clear, leveraging AI to its full potential requires a combination of creative thinking and technological integration. Gary provides actionable advice to guide companies making this transition to realize results: 

• Leaders must create psychologically safe environments that allow for failure and experimentation with new ideas.  
• Development teams should embrace strategic, creative, and experimental thinking focused on "what and why" they are building. 
• Decision-making and control should be decentralized, moving AI closer to products and end users.  
   

With these perspectives in mind, companies can thoughtfully evolve their teams and processes to tap into the promise of AI-enabled software.

About Gary Crawford
Gary Crawford is an executive coach and consultant who works with leadership teams to understand the impact of exponential technologies like AI on their business. He currently serves as Chief Innovation Officer at Waracle, advising on vision, strategy, use cases, risks, impacts, and implications of emerging technologies.

• Gary Crawford on LinkedIn

Rebecca Hastings, Founder and Director at The Lucent Group

Connect on LinkedIn: https://www.linkedin.com/in/hastingsrebecca/  

Would you like to be a guest? Book a time to speak with Rebecca: https://calendly.com/rebeccahastings/discovery-call

The Lucent Group Ltd website - https://www.thelucentgroup.co.uk/

The Lucent Perspective website - https://thelucentperspective.com/ 

Rebecca has extensive talent and executive search experience supporting digital and technology businesses through complex changes and fast-paced scale-up periods. She works with businesses advising on C-level, technical, sales and commercial appointments, workforce planning, strategic talent management, recruitment processes and associated technology and employer brand development. 

In this episode of The Lucent Perspective, host Rebecca Hastings interviews John Cushing, an award-winning founder and CEO with extensive experience in building and scaling data-driven digital companies. John shares his insights on understanding the context of company performance, the importance of diversity and inclusion, and his passion for supporting female entrepreneurship. With a track record of successful exits and a commitment to advocacy, John offers valuable perspectives on leadership and growth in the tech sector.  

Episode Highlights: 

[00:00:41] Understanding company context and impact. 

[00:04:45] Private companies and data challenges. 

[00:09:30] The Gender Index. 

[00:11:20] Female founders and raising capital. 

[00:19:38] Business growth in Northern Ireland. 

[00:21:29] Diversity and idea evaluation. 

[00:28:10] Gender pay gap and sales. 

[00:33:34] Barriers in entrepreneurship. 

[00:37:31] Define your applicable universe. 

[00:45:31] Gen AI and career paths. 

John emphasized a pivotal theme—understanding context when evaluating a company's performance. He passionately argued against making swift judgments based on isolated incidents, asserting the need to consider the broader picture. 

John's illustrative example brought this point to life, showcasing a company that, despite doubling its emissions, created 500 new jobs. He argued against hastily labeling the company as "bad" based solely on emissions, emphasizing the shortsightedness of such assessments. This case underscored the dynamic nature of companies, with John highlighting the constant changes, high rates of liquidation, and administration, reinforcing the importance of contextual understanding in evaluating performance. 

The discussion delved into the psychology of founders, with John expressing curiosity about the motivations that set successful entrepreneurs apart. While he didn't offer a definitive answer, he suggested that common drivers may manifest differently in individuals. 

In conclusion, John's insights encourage a nuanced perspective on evaluating company performance, urging industry professionals to look beyond isolated incidents. 

About John Cushing: 

John Cushing is an award-winning CEO and founder who has spent 18 years building fast growth, data driven digital companies in the UK; he was recognized as one of the "top 10 Innovative CEO's of 2021," represents Silicon Valley Bank on their Growth Stage Advisory Panel, and is a passionate advocate for female entrepreneurship.  

• John Cushing on LinkedIn 

Rebecca Hastings, Founder and Director at The Lucent Group

Connect on LinkedIn: https://www.linkedin.com/in/hastingsrebecca/  

Would you like to be a guest? Book a time to speak with Rebecca: https://calendly.com/rebeccahastings/discovery-call

The Lucent Group Ltd website - https://www.thelucentgroup.co.uk/

The Lucent Perspective website - https://thelucentperspective.com/ 

Rebecca has extensive talent and executive search experience supporting digital and technology businesses through complex changes and fast-paced scale-up periods. She works with businesses advising on C-level, technical, sales and commercial appointments, workforce planning, strategic talent management, recruitment processes and associated technology and employer brand development. 

In this episode of The Lucent Perspective, I was joined by Kate McMillan, the head of service technology at Fortinet. Kate shares her experiences in building a community platform for Fortinet users and the impact it has had on their business. With different support options scattered across various platforms, Kate explains how the need for a centralized hub became apparent. As Fortinet grew through acquisitions, the company required a more scalable solution to meet the evolving demands of their customers.  

Episode Highlights: 

[00:00:41] Building a community platform. 

[00:04:03] Customer self-service and cost-effectiveness. 

[00:09:48] Getting team members on board. 

[00:12:51] Understanding customer needs and feedback. 

[00:16:51] Additional insights on customers. 

[00:21:48] AI and communities evolving. 

[00:23:11] Tips for setting up a community. 

[00:28:14] Scale of support operations. 

[00:31:39] Repetitive queries and self-serve model. 

Tech Communities: Evolving Customer Support 

Customers demand enhanced online experiences and efficient tech interactions, pushing communities to evolve. Staying relevant means adapting to tech advancements, meeting higher expectations, and responding to changing preferences like AI use. Creating videos or documents for repetitive info sharing is a valuable practice, saving time and resources, especially for startups. This scalable approach efficiently disseminates knowledge, reducing the need for extensive support. 

Communities, acting as centralized platforms, serve as one-stop shops for showcasing products and providing resources. Customers access videos, webinars, knowledge articles, and engage in forum discussions within these platforms. This consolidation makes it convenient for customers to access and utilize resources related to a product or service. Leveraging communities for self-serve support is highlighted as more efficient and scalable than traditional phone-based support, particularly advantageous for businesses in rapid growth stages. Offering various resources and support options in one place enhances product adoption and provides a valuable platform for customers to access the information they need. 

 About Kate McMillan 

Kate McMillan is an experienced business leader and process improvement specialist with over 10 years of experience. She has held various leadership roles at companies like Fortinet, ZoneFox, and Akamai focused on improving customer experience through business analysis, training, and process optimization. 

• Kate McMillan on LinkedIn 

Rebecca Hastings, Founder and Director at The Lucent Group

Connect on LinkedIn: https://www.linkedin.com/in/hastingsrebecca/  

Would you like to be a guest? Book a time to speak with Rebecca: https://calendly.com/rebeccahastings/discovery-call

The Lucent Group Ltd website - https://www.thelucentgroup.co.uk/

The Lucent Perspective website - https://thelucentperspective.com/ 

Rebecca has extensive talent and executive search experience supporting digital and technology businesses through complex changes and fast-paced scale-up periods. She works with businesses advising on C-level, technical, sales and commercial appointments, workforce planning, strategic talent management, recruitment processes and associated technology and employer brand development.