The work from home “new normal” may have already arrived, so how can service and support leaders get their strategy right? This podcast will examine the mistakes that were already made in setting up a work from home function, and how leaders should be spending their investments and energy on improvement projects to build a foundation upon which a sturdy work from home strategy can be built to last into the future.  Run time: 31:04.

The work from home “new normal” may have already arrived, so how can service and support leaders get their strategy right? This podcast will examine the mistakes that were already made in setting up a work from home function, and how leaders should be spending their investments and energy on improvement projects to build a foundation upon which a sturdy work from home strategy can be built to last into the future.  Run time: 31:04.

The Future of Work From Home Strategy with Pete Slease and Sarah Dibble

Hiring successful reps means screening for those candidates who have the right personality for the job. Find out how to run fast-paced interviews to raise red flags on poor fit candidates while improving the likelihood to retain the best candidates. Also, what is the profile of today’s high performing rep, and how can we interview successfully in a virtual environment? Run Time: 26:38.

Hiring successful reps means screening for those candidates who have the right personality for the job. Find out how to run fast-paced interviews to raise red flags on poor fit candidates while improving the likelihood to retain the best candidates. Also, what is the profile of today’s high performing rep, and how can we interview successfully in a virtual environment? Run Time: 26:38.

Fast Track Interviewing Best Practice with Amie Binning and Mark Dauigoy

Philip Jenkins

John Quaglietta is a senior director analyst within the Gartner customer service and support group. He has spent the last 25-plus years leading teams across sales, customer service and support, consulting, and customer success. During this time John has also led strategic transformation projects focused on improving customer experience, increasing digitization, driving retention and growth, implementing work-from-home programs and utilizing technology to improve processes and drive sustainable cost improvement.Philip Jenkins is a senior director analyst within the Gartner customer service and support group.Run time: 25:08.

John Quaglietta is a senior director analyst within the Gartner customer service and support group. He has spent the last 25-plus years leading teams across sales, customer service and support, consulting, and customer success. During this time John has also led strategic transformation projects focused on improving customer experience, increasing digitization, driving retention and growth, implementing work-from-home programs and utilizing technology to improve processes and drive sustainable cost improvement.Philip Jenkins is a senior director analyst within the Gartner customer service and support group.Run time: 25:08.

Dynamic Customer Engagement – An Interview With John Quaglietta and Philip Jenkins

Many service functions are making large investments to improve their customer experience. Learn how one company was able to utilize customer interviews to field VoC data to understand potential solutions to their channel strategy challenges, and how service and support leaders can employ this same strategy to make informed decisions to improve the customer experience across our function.

Best Practice Corner: Channel Switching VoC with Pete Slease and Lauren Villeneuve

In order to understand the most common challenges our clients face, the Gartner Service &amp; Support Practice collects and tracks the voice of the market: a summary of the questions our clients are asking us, and our thoughts on how to address those common topics. This podcast will examine these questions to help clients understand how others are setting their strategy amidst the COVID-19 pandemic. Run time: 34:46.Senior Principal, Advisory, Andrew Schumacher has been with Gartner for more than five years as an advisor to both Sales and Service leaders in his time at the company.Senior Director, Advisory, Mark Dauigoy has been with Gartner for more than seven years as an advisor with the Customer Service and Support group.

In order to understand the most common challenges our clients face, the Gartner Service &amp; Support Practice collects and tracks the voice of the market: a summary of the questions our clients are asking us, and our thoughts on how to address those common topics. This podcast will examine these questions to help clients understand how others are setting their strategy amidst the COVID-19 pandemic. Run time: 34:46.Senior Principal, Advisory, Andrew Schumacher has been with Gartner for more than five years as an advisor to both Sales and Service leaders in his time at the company.Senior Director, Advisory, Mark Dauigoy has been with Gartner for more than seven years as an advisor with the Customer Service and Support group.

News of the Day: Voice of the Market with Mark Dauigoy and Andrew Schumacher

Devin Poole, a Senior Director, Advisory, with the Gartner or Customer Service and Support Leaders’ practice, has been supporting customer service leaders for nearly a decade, delivering insights into customer loyalty, digital transformation and strategy, to name a few. Devin’s work has led him around the world, and he’s served clients in EMEA, ANZ and NA, too. (Run time 28:18)

Devin Poole, a Senior Director, Advisory, with the Gartner or Customer Service and Support Leaders’ practice, has been supporting customer service leaders for nearly a decade, delivering insights into customer loyalty, digital transformation and strategy, to name a few. Devin’s work has led him around the world, and he’s served clients in EMEA, ANZ and NA, too. (Run time 28:18)

True or False: Customer Service Drives Loyalty. A Conversation with Devin Poole

Clients are trying to develop the most effective talent strategy that they can, and they know their managers are key to reaching their talent goals. But, what is the most effective manager profile to coach their supervisor staff in the contact center of the future? What profile should I avoid encouraging? Run Time: 28 minutes.

Clients are trying to develop the most effective talent strategy that they can, and they know their managers are key to reaching their talent goals. But, what is the most effective manager profile to coach their supervisor staff in the contact center of the future? What profile should I avoid encouraging? Run Time: 28 minutes.

The Most Effective Managers Coach This Way, with Andrew Schumacher, Lauren Villeneuve and Amie Binning

In this episode Deb Alvord and John Quagietta, who have nearly four decades of contact center experience, address many of the challenges associated with the return to the contact center, as well as describe what companies should take into account to help ensure a safe return for employees.

Safely Returning to the Contact Center - An Interview with Deb Alvord & John Quaglietta

In this episode of The Gartner Customer Service Podcast, Pete Slease and Andrew Schumacher discuss how service and support leaders can optimize their multichannel strategy while avoiding the pitfall of prioritizing customer preference above all else.

Focusing on Customer Preference is a Trap

Gartner’s Customer Service experts will push the boundaries and challenge the conventional wisdom of customer service in this fast-paced and data-driven podcast focused on all things customer service.

The Gartner Customer Service Podcast

The best podcast episodes on Startups. For anyone working in a startup, or anyone interested in the incredible stories behind how people built companies like Instagram, and Facebook. Offering both practical advice and insights, as well as the stories for how many of the biggest startups got to where they are today. Add episodes you're interested into your queue below!

Mel Liu

On this episode of the Knowledge Project Podcast, I chat with Patrick Collison, co-founder and CEO of the leading online payment processing company, Stripe. If you’ve purchased anything online recently, there’s a good chance that Stripe facilitated the transaction. What is now an organization with over a thousand employees and handling tens of billions of dollars of online purchases every year, began as a small side experiment while Patrick and his brother John were going to college.   During our conversation, Patrick shares the details of their unlikely journey and some of the hard-earned wisdom he picked up along the way. I hope you have something handy to write with because the nuggets per minute in this episode are off the charts. Patrick was so open and generous with his responses that I’m really excited for you to hear what he has to say. Here are just a few of the things we cover:  The biggest (and most valuable) mistakes Patrick made in the early days of Stripe and how they helped him get better The characteristics that Patrick looks for in a new hire to fit and contribute to the Stripe company culture What compelled he and his brother to move forward with the early concept of Stripe, even though on paper it was doomed to fail from the start The gaps Patrick saw in the market that dozens of other processing companies were missing — and how he capitalized on them The lessons Patrick learned from scaling Stripe from two employees (he and his brother) to nearly 1,000 today How he evaluates the upsides and potential dangers of speculative positions within the company How his Irish upbringing influenced his ability to argue and disagree without taking offense (and how we can all be a little more “Irish”) The power of finding the right peer group in your social and professional circles and how impactful and influential it can be in determining where you end up. The 4 ways Patrick has modified his decision making process over the last 5 years and how it’s helped him develop as a person and as a business leader (this part alone is worth the listen) Patrick’s unique approach to books and how he chooses what he’s going to spend his time reading  ...life in Silicon Valley, Baumol’s cost disease, and so, so much more. Patrick truly is one of the warmest, humblest and down to earth people I’ve had the pleasure to speak with and I thoroughly enjoyed our conversation together. I hope you will too! GO PREMIUM: Support the podcast, get ad-free episodes, transcripts, and so much more: https://fs.blog/knowledge-project-premium/

The Knowledge Project with Shane Parrish

On this episode of the Knowledge Project Podcast, I chat with Patrick Collison, co-founder and CEO of the leading online payment processing company, <a href="https://stripe.com/" rel="nofollow" target="_blank">Stripe.</a> If you’ve purchased anything online recently, there’s a good chance that Stripe facilitated the transaction. What is now an organization with over a thousand employees and handling tens of billions of dollars of online purchases every year, began as a small side experiment while Patrick and his brother John were going to college.   During our conversation, Patrick shares the details of their unlikely journey and some of the hard-earned wisdom he picked up along the way. I hope you have something handy to write with because the nuggets per minute in this episode are off the charts. Patrick was so open and generous with his responses that I’m really excited for you to hear what he has to say. Here are just a few of the things we cover: <ul> <li>The biggest (and most valuable) mistakes Patrick made in the early days of Stripe and how they helped him get better</li> <li>The characteristics that Patrick looks for in a new hire to fit and contribute to the Stripe company culture</li> <li>What compelled he and his brother to move forward with the early concept of Stripe, even though on paper it was doomed to fail from the start</li> <li>The gaps Patrick saw in the market that dozens of other processing companies were missing — and how he capitalized on them</li> <li>The lessons Patrick learned from scaling Stripe from two employees (he and his brother) to nearly 1,000 today</li> <li>How he evaluates the upsides and potential dangers of speculative positions within the company</li> <li>How his Irish upbringing influenced his ability to argue and disagree without taking offense (and how we can all be a little more “Irish”)</li> <li>The power of finding the right peer group in your social and professional circles and how impactful and influential it can be in determining where you end up.</li> <li>The 4 ways Patrick has modified his decision making process over the last 5 years and how it’s helped him develop as a person and as a business leader (this part alone is worth the listen)</li> <li>Patrick’s unique approach to books and how he chooses what he’s going to spend his time reading</li> </ul> ...life in Silicon Valley, Baumol’s cost disease, and so, so much more. Patrick truly is one of the warmest, humblest and down to earth people I’ve had the pleasure to speak with and I thoroughly enjoyed our conversation together. I hope you will too! GO PREMIUM: Support the podcast, get ad-free episodes, transcripts, and so much more: https://fs.blog/knowledge-project-premium/

#32 Patrick Collison: Earning Your Stripes

If you want your company to truly scale, you first have to do things that don't scale. Handcraft the core experience. Get your hands dirty. Serve your customers one-by-one. And don't stop until you know exactly what they want. That's what Brian Chesky did. As CEO of Airbnb, Brian’s early work was more akin to a traveling salesman. He takes us back to his lean years – when he went door-to-door, meeting Airbnb hosts in person – and shares the imaginative route to crafting what he calls an "11-star experience.”Read Paul Graham: "In order to scale, you have to do things that don't scale."Read a transcript of this interview at: https://mastersofscale.com/brian-chesky-handcrafted/Subscribe to the Masters of Scale weekly newsletter at http://eepurl.com/dlirtX

Masters of Scale with Reid Hoffman

If you want your company to truly scale, you first have to do things that don't scale. Handcraft the core experience. Get your hands dirty. Serve your customers one-by-one. And don't stop until you know exactly what they want. That's what Brian Chesky did. As CEO of Airbnb, Brian’s early work was more akin to a traveling salesman. He takes us back to his lean years – when he went door-to-door, meeting Airbnb hosts in person – and shares the imaginative route to crafting what he calls an "11-star experience.”Read Paul Graham: "In order to scale, you have to do <a href="http://paulgraham.com/ds.html" rel="nofollow" target="_blank">things that don't scale</a>."Read a transcript of this interview at: <a href="https://mastersofscale.com/brian-chesky-handcrafted/" rel="nofollow" target="_blank">https://mastersofscale.com/brian-chesky-handcrafted/</a>Subscribe to the Masters of Scale weekly newsletter at <a href="http://eepurl.com/dlirtX" rel="nofollow" target="_blank">http://eepurl.com/dlirtX</a>

1. Airbnb's Brian Chesky in Handcrafted

OwlTail

Best Startups Podcasts

The best podcasts on investing. For anyone interested in the stories in the investing industry, whether it's an interview with Ray Dalio or Ed Thorp to the writer of The Big Short. This topic includes the most fascinating stories from all the best investors. Add episodes you're interested into your queue below!

 Rahul Moodgal has spent 20 years as a fund raiser across long only strategies, hedge funds, fund of funds, customized solutions, start-ups, and non-profits.  Collectively, Rahul has raised and helped raise $60 billion for firms since 2005.  He started his career in the industry at powerhouse TT International, and later joined The Children’s Investment Fund (TCI) where he led the marketing effort that raised $20 billion in just 3½ years.  Within TCI’s affiliate model, Rahul also was responsible for the largest India fund raise in history ($1 billion for TCI New Horizon Fund), and the largest sector fund launch in history ($1.1 billion for Algebris Investments).  Our conversation covers capital raising lessons learned from teaching, the value of transparency, the gold rush before 2008, the lean times afterwards, modern fee structures, the three key points to effective marketing, the three traits that will kill you, the two biggest issues start-up funds face, the best questions asked by leading allocators, and some of the worst horror stories in attempted capital raising. We close comparing by fund raising for charities and investment firms.   Learn More   Discuss show and Read the Transcript    Join Ted's mailing list at CapitalAllocatorsPodcast.com    Join the  Capital Allocators Forum   Write a review on   iTunes   Follow Ted on twitter at  @tseides    For more episodes go to CapitalAllocatorsPodcast.com/Podcast

Capital Allocators

Rahul Moodgal has spent 20 years as a fund raiser across long only strategies, hedge funds, fund of funds, customized solutions, start-ups, and non-profits.  Collectively, Rahul has raised and helped raise $60 billion for firms since 2005.  He started his career in the industry at powerhouse TT International, and later joined The Children’s Investment Fund (TCI) where he led the marketing effort that raised $20 billion in just 3½ years.  Within TCI’s affiliate model, Rahul also was responsible for the largest India fund raise in history ($1 billion for TCI New Horizon Fund), and the largest sector fund launch in history ($1.1 billion for Algebris Investments). Our conversation covers capital raising lessons learned from teaching, the value of transparency, the gold rush before 2008, the lean times afterwards, modern fee structures, the three key points to effective marketing, the three traits that will kill you, the two biggest issues start-up funds face, the best questions asked by leading allocators, and some of the worst horror stories in attempted capital raising. We close comparing by fund raising for charities and investment firms.  Learn More <a href="http://capitalallocatorspodcast.com/transcripts" rel="nofollow" target="_blank">Discuss show and Read the Transcript</a> Join Ted's mailing list at <a href="http://capitalallocatorspodcast.com/" rel="nofollow" target="_blank">CapitalAllocatorsPodcast.com</a> Join the <a href="http://capitalallocatorspodcast.com/forum" rel="nofollow" target="_blank"> Capital Allocators Forum</a> Write a review on <a href="https://itunes.apple.com/us/podcast/capital-allocators-with-ted-seides/id1223764016" rel="nofollow" target="_blank"> iTunes</a> Follow Ted on twitter at <a href="http://twitter.com/tseides" rel="nofollow" target="_blank"> @tseides</a> For more episodes go to <a href="http://capitalallocatorspodcast.com/podcast" rel="nofollow" target="_blank">CapitalAllocatorsPodcast.com/Podcast</a>

Rahul Moodgal - Master Fund Raiser (Capital Allocators, EP.87)

Bloomberg Opinion columnist Barry Ritholtz interviews Joseph H. Davis, global chief economist at The Vanguard Group. Davis is also head of Vanguard's investment strategy group and a member of the senior portfolio management team for Vanguard's fixed income group, which oversees more than $500 billion in assets under management. He earned his doctorate in macroeconomics and finance at Duke University.

Masters in Business

Bloomberg Opinion columnist Barry Ritholtz interviews Joseph H. Davis, global chief economist at The Vanguard Group. Davis is also head of Vanguard's investment strategy group and a member of the senior portfolio management team for Vanguard's fixed income group, which oversees more than $500 billion in assets under management. He earned his doctorate in macroeconomics and finance at Duke University.

The Gartner Customer Service Podcast

Weekly hand curated podcast episodes for learning