Digital transformation is hitting every industry, including the very oldest—agriculture. Thomas is joined by Justin Rose, John Deere’s President of Lifecycle Solutions, to discuss the massive changes in the agricultural industry. They cover modern data-driven agriculture, implementation of AI and customer success, and the importance of a mission that attracts talent.

Thomas is joined by Carlos Granda, SVP of Customer Success at RingCentral and seasoned customer success executive, with experience at Salesforce, Google Cloud, and SAP. Sharing customer success wisdom, they discuss building and scaling customer success—touching on hiring, renewal responsibilities, collaboration with sales, and leveraging AI.

60% of tech leaders believe that events are the most critical marketing channels for achieving business goals. But, on average, B2B conference attendance is only at 65% of pre-pandemic levels. Can this $21.7 billion dollar industry make a comeback?  Thomas is joined by Paul Kent, SVP of Events, to answer this question. They discuss the current and future state of B2B conferences, including virtual and hybrid options, optimizing for attendee experience and networking, and dealing with inflation.

Lisa Schreiber, Chief Customer Officer (CCO) at Blackline, joins Thomas to discuss the role of the CCO on XaaS: building a base of easy-to-renew customers. They also cover cross-functional collaboration, the role of partners, methods to improve adoption, and navigating current economic challenges.

Thomas interviews Todd Cione, CRO at Teradata, about why the role of CRO will become ubiquitous in the tech industry, what a CRO does, and what this role means to a company that’s transforming its business model.

It’s obvious that the tech industry is in choppy waters. Thomas is joined by Michael Perera, General Manager of IBM Technology Lifecycle Services, to discuss optimizing service profitability and tactics for when revenues slow. They also touch on technology as a differentiator, support capabilities, AI, and resource management.

Thomas has an open and honest conversation with Wendi Sturgis, CEO of Cleverbridge, on her career path, the state of the tech industry today, levers of profitability, and what it takes to be a CEO.

The handshake between customer success and product management is more critical than you may think. Thomas discusses this topic with two dynamic leaders from Cisco Systems: Morgan Mann and Vasudha Gambhir. They cover aspects of collaboration between product and customer success, including consistent customer experience, effective adoption, and key metrics.

Who is the chief customer officer (CCO)? The champion of the customer experience. Thomas is joined by Jay Nathan, CCO at Higher Logic, to discuss a CCO’s view on the role, the concept of customer effort, meaningful relationships with customers, and his approach to friction points and accelerating adoption.

What company would ever say they’re not customer-centric? “Customer-centric” has become a bit of a buzz phrase in tech, but it takes more than self-identification to operationalize this concept. Referencing Oracle’s journey to customer-centricity, Thomas and Maz Songerwala, Senior Vice President, Applications Service Excellence at Oracle, discuss how to truly become customer-centric, including necessary operational changes, important key performance indicators (KPIs), and common challenges.

In this fireside chat, TSIA Executive Director and Executive VP, Thomas Lah speaks with Ansa Sekharan, the Chief Customer Officer of Informatica. They discuss the journey from private back to public and from on-premise software to cloud consumption-based offers. When so many companies have struggled with this journey, Informatica has successfully pivoted to subscription with strong recurring revenue, record renewal rates, and a healthy net retention revenue (NRR). Ansa and Thomas discuss the...

Hot Take: an opinion that’s unpopular to the point of controversy. In this session recorded at our TSIA World: Envision conference in October of this year, Executive Director and Executive VP, Thomas Lah, leads a panel of TSIA researchers to hear their hot takes on current controversial topics related to technology business models.

The Chief Revenue Officer (CRO) role will soon become commonplace in the tech industry. What is a CRO’s role, and why are they so vital to tech companies today? To answer these questions, Thomas talks to Steve Frost, TSIA’s VP and Managing Director of Revenue Research and Advisory, about what an effective CRO does, as well as our new research area, CRO Council.

Thomas talks to Randy Wootton, CEO of Maxio, about tactics that can accelerate the growth of subscription revenues, including: the rise of product-led growth, changing pricing strategies for B2B tech companies, and levers that companies can pull to reduce sales cost within a subscription model.

Many companies spend so much money to get customers in the door, but don’t spend enough to keep them there. Dan Gingiss, The Experience Maker, talks to Thomas about the topic of his upcoming keynote at TSIA World: (you guessed it) customer experience. They discuss the importance of customer experience in B2B, where it is lacking, and what to do about it—including seven ways B2B companies can improve customer experience, how to reinforce the customers’ buying decision, and how to better tap...

It's time to embark on your Digital Customer Experience Transformation (DCX) journey—but it turns out you get so bogged down by your product and/or offering that you lose sight of the most important thing: the customer. Does this sound familiar? In this conversation with Thomas Lah, Victor Sachs, SVP, Customer Service and Digital Transformation for First Advantage, shares how a customer-first mindset can't steer you wrong. Victor shares how First Advantage developed their customer-focused...

What do goat farmers and technology industry professionals have in common? In this witty and engaging conversation, Thomas Lah speaks to Dean Robison, a self-proclaimed grizzled SaaS Veteran and the current SVP of Global Technical Support for ServiceNow. Dean walks us through his journey from the Marine Corp to the dot-com bust, and how taking advantage of surprising opportunities along the way led him to where he is today.

There is an economic downturn on the horizon. Are you ready to hug this bear? Thomas Lah shares advice on how to navigate the future of the technology industry - for both the technology leader and for the individual technology professional. Thomas also includes an anecdote about how interviewing with Tim Cook influenced him to become the industry professional he is today.

Corporate sustainability is reshaping the way tech companies do business. A focus on sustainability is not only good PR, it gives businesses a competitive edge in hiring, and makes companies more likely to be amongst the strongest performers in the future. In this episode, Cynthia Curtis, SVP & Corporate Sustainability Officer of the Americas for JLL, gives Thomas Lah a crash course on why corporate sustainability should be a core value and an integral key to future business efficiency...