The Professional Services Pursuit
92 episodes - English - Latest episode: 2 days ago - ★★★★★ - 2 ratingsOur goal is simple: to give professional services leaders a place to go to be inspired and tap into expert advice, trends and best practices in our collective pursuit of excellence. From agencies to IT services and every PS organization in between, our hosts and guests will provide the insights you need to drive a resource first organization and do what you do best, only better.
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Episodes
Ep. 71 - TSIA TECH on Deck Webinar Recording: Redefining Professional Services Technology w/ Jared Haleck and John Ragsdale
July 12, 2024 15:13 - 24 minutes - 28.2 MBIn this episode of the Professional Services Pursuit Podcast, we revisit our April webinar with TSIA. In the ever-evolving world of professional services, outstanding client experiences are the benchmark of success. Achieving this requires a holistic, real-time perspective on project health and performance. Jared Haleck, Kantata's Chief Product Officer, joins John Ragsdale, Distinguished Researcher and Vice President of Technology Ecosystems at TSIA, to discuss Kantata Pulse. Jared shares ho...
Ep. 70 - Elevating Client Partnerships: Building Trust and Driving Revenue w/ Jacob Parks
June 27, 2024 14:00 - 26 minutes - 24.2 MBWelcome to another episode of the Professional Services Pursuit! This week Brent sits down with Jacob Parks, the president of Profitable Ideas Exchange (PIE) and co-author of the renowned book Never Say Sell: How the World’s Best Consulting and Professional Services Firms Expand Client Relationships. They discuss the importance of trust-building, effective cross-selling strategies, and how firms can leverage AI and other technologies to stay ahead in the ever-evolving landscape of consulting...
Ep. 69 - Adapting to Change: Agencies, AI, and the Future of Value Creation w/ Matthew Kasindorf
June 13, 2024 14:00 - 35 minutes - 32.2 MBIn this episode, Brent talks to Matthew Kasindorf, SVP of Business Intelligence and Insights at the 4A's. Matt brings a wealth of knowledge from his agency experience in account management, business development, and his current role at 4A's. They discuss the crucial topic of agency transformation, delving into the obstacles many agencies face, the significance of evolving in the current economic landscape, and the role of AI in the industry's future. Additional topics covered in the convers...
Ep. 68 - Tech Debt Unmasked: The Culprit Behind Your Costliest Blind Spots and Bottlenecks w/ John Ragsdale and Melissa Korzun
May 30, 2024 14:00 - 42 minutes - 39.3 MBThis episode of the Professional Services Pursuit is a recording from a recent TSIA webinar hosted by John Ragsdale, Distinguished Researcher, Vice President, Technology Ecosystems at TSIA. In it we discuss the hidden costs associated with technical debt—the cumulative consequences of using outdated or overly customized technology— and how it blocks predictable value delivery across the professional services lifecycle. Other topics discussed include: Understanding technical debt The cost...
Ep. 67 - Beyond Billable Hours: Rethinking IT Consulting Practices w/ Doug Baxter
May 16, 2024 14:00 - 32 minutes - 29.6 MBIn this episode of the Professional Services Pursuit podcast, Banoo is joined by Doug Baxter, founder of Consultant Academy. The conversation explores the critical importance of talent development and systematic training within IT services companies, the pitfalls of current industry practices, and the powerful role of strategic methodologies in enhancing service delivery and achieving business growth. Other topics covered include: Compelling industry data from the SPI Maturity Benchmark...
Ep. 66 - Insights into AI Transformation in Professional Services w/ Ken Ringdahl
May 02, 2024 14:00 - 38 minutes - 35.2 MBKen Ringdahl, Chief Technology Officer at Kantata, joins Banoo on the podcast to discuss AI and its impact on professional services. They dive deep into the benefits and key opportunities that GenAI is creating for PS firms through operational efficiency, how to get started using a phased approach, and how to ultimately use AI to enhance customer and employee experiences. Other topics include: The Gartner GenAI hype cycle and how AI can benefit PS organizations The primary focus areas fo...
Ep. 65 - Building a Culture of Transparency and Trust w/ Matt O’Dette
April 18, 2024 14:34 - 38 minutes - 35.1 MBOn this episode Brent is joined by Matt O’Dette, Vice President of Operations and Talent Management at Cramer. They discuss how Cramer puts their people and values first in everything they do in order to build a culture that encourages collaboration, creativity, trust and financial responsibility. They also discuss how they have built and fostered that culture over time and the steps and tools they used to get there. Other topics include: The importance of transparent leadership Finding...
Ep. 64 - Navigating the Future of PS: AI Solutions and Strategic Planning w/ Eisha Armstrong
April 04, 2024 14:00 - 30 minutes - 27.5 MBIn the latest episode of The Professional Services Pursuit, Banoo talks to Eisha Armstrong, Executive Chairman & Co-Founder of Vecteris. They dive into Eisha's book, her insights on the rapidly changing professional services industry, including the pivotal role of AI and the importance of integrating technology with strategic planning for success. This episode also explores: AI automation statistics in the professional services industry The challenges faced by professional services firms ...
Ep. 63 - How Hybrid Business Models & Value Pricing Drive Organizational Success w/ Caroline Johnson
March 21, 2024 14:00 - 51 minutes - 47.3 MBOn this episode Brent is joined by the Co-Founder of The Business Model Company, Caroline Johnson. They discuss why 2024 is the year to change your businesses belief system and move towards a revenue and pricing model that provides more efficient, transparent engagements that utilize repeatable products and provide maximum value. Topics covered in this episode include: The shift towards selling value and the need for change Why disruption is a friend, not a foe, and how AI plays a role T...
Ep. 62 - Customer Retention Strategies: How to Improve Your Customer Lifespan by 6x w/ Greg Daines
March 07, 2024 15:00 - 32 minutes - 29.4 MBOn this episode of The Professional Services Pursuit, Banoo talks with Greg Daines. Greg is the CEO of ChurnRX, the premier retention analysis and coaching platform that helps organizations to diagnose and solve churn within their customer base. They discuss data-backed customer retention strategies and the secret sauce to identifying and measuring the right results. Other topics in this episode include The lack of correlation between customer satisfaction and retention The importance of...
Ep. 61 - Navigating the Evolving Landscape of Consulting: From Hourly Billing to Products and Partnerships w/ Tom Rodenhauser
February 22, 2024 15:00 - 39 minutes - 26.9 MBThis episode of the Professional Services Pursuit podcast features Tom Rodenhauser, Managing Partner of Kennedy Research Reports LLC. Tom offers expert insights on the trends shaping the consulting industry, with a particular focus on the move towards productization and the challenges and opportunities it presents. Topics in this episode include: The shift away from traditional time-based billing models The changing demographics of the workforce and how it's impacting consulting Cultura...
Ep. 60 - How Technology Is Transforming Value Delivery for PS Firms w/ Sarah Edwards & Jared Haleck
February 08, 2024 17:00 - 32 minutes - 22.3 MBSarah Edwards and Jared Haleck, Chief Product Officers at Kantata, join us to talk about the role of professional services technology in our current market and how it has become so much more than just a way to track margins and operating process. Other topics in this episode include: Why vertical SaaS has become critical to success in modern services businesses How the staffing manager model has changed and the demands shaping the industry How technology is impacting, transforming, and ke...
Ep. 59 - (Part 2) Agency Positive Indicators and Priorities for the Year Ahead w/ Brian Williams and Andrew Howlett
January 25, 2024 15:00 - 24 minutes - 16.6 MBWelcome back for part 2 of our SoDA webinar recording with Brian Williams - Founder and CEO at Viget, and Andrew Howlett - Partner and CEO at Struck. In the second part of this conversation we took a look at areas of agency business that are seeing some positive indicators for 2024 and where Brian and Andrew are cautiously optimistic for the year ahead. Other topics covered in this episode include: The affect interest rates will have on business uncertainty How return to office mandates ...
Ep. 58 - (Part 1) 2023 in Review and Operating Priorities for the Year Ahead w/ Brian Williams and Andrew Howlett
January 11, 2024 17:00 - 22 minutes - 15.8 MBEp. 58 - (Part 1) 2023 in Review and Operating Priorities for the Year Ahead w/ Brian Williams and Andrew Howlett This episode of The Professional Services Pursuit is part one of a two-part series taken from a recent SoDA (Society of Digital Agencies) webinar. Brent interviews agency leaders Brian Williams - Founder and CEO at Viget, and Andrew Howlett - Partner and CEO at Struck. They provide some great insights on how their agencies fared in 2023 and where they plan to focus their efforts...
Ep. 57 - End of Year Compilation Episode Featuring Shane Anastasi, Peter Taylor, and Marc Lacroix
December 28, 2023 15:00 - 23 minutes - 16 MBHappy Holidays everyone! As 2023 comes to a close we wanted to revisit some of our favorite episodes and moments from the year. These 3 clips offer some great tangible advice for PS leaders on how to best run projects and manage a skills database for improved forecasting. Enjoy. We’ll see you in the new year! Clips in this episode include: Ep. 40 with Shane Anastasi - advice on how to deliver the most successful project outcomes Ep. 42 with Peter Taylor - discussing the impact of AI on p...
Ep. 56 - How to Leverage Data Analytics and AI to Improve PS Engagements w/ Tim Tutt
December 14, 2023 15:00 - 27 minutes - 19.1 MBOn this episode Banoo interviews Tim Tutt, CEO and Cofounder of Night Shift Development, Inc. They discuss how Tim created “Analytics for Humans”, his 7 key data strategies, and how to leverage predictive analytics to better serve your clients. Other topics covered in this episode include: The importance of data quality and managing your dataset cohesively Defining your outcomes to understand what is needed from your data and making it more accurate How PS orgs can use predictive analy...
Ep. 55 - Creating a People-Centric Culture That Supports the Dreams of the Doers w/ Orrin Klopper
November 30, 2023 15:00 - 29 minutes - 20.4 MBOn this episode of The Professional Services Pursuit, Orrin Klopper, CEO of Netsurit, joins us to talk about his company’s unique approach to creating a people-centric culture that ensures employees and clients are engaged, happy and productive. Their Dreams Program helps team members identify their top 10 personal and professional goals each year – and helps to turn them into a reality. We discuss what a ‘Dream Book’ is, and Orrin shares how this concept changed, not only his business, but h...
Ep. 54 - Innovations in Vertical SaaS: The Professional Services Cloud w/ Michael Speranza
November 15, 2023 11:00 - 20 minutes - 14.4 MBOn this episode of The Professional Services Pursuit Banoo is joined by Kantata’s CEO, Michael Speranza. They discuss the dramatic shifts that have taken place in the professional services industry over the past 12 months and the pressure that's placed on businesses. They also dive into how vertical SaaS solutions are reshaping the future of PS and helping organizations to overcome the arduous task of achieving more with less. Other key topics include: The trends and rate of change the ind...
Ep. 53 - M&A Integration and Change Management Best Practices w/ Ingo Roemer
November 01, 2023 22:00 - 32 minutes - 22.1 MBOn this episode of The Professional Services Pursuit Brent talks to Ingo Roemer, Chief Operating Officer and Senior Solution Architect at Solvit. They dig into the topic of merger and acquisition change management and discuss best practices, common pitfalls, and where to focus your efforts for the best outcomes. Other topics discussed in this episode include: The right time to engage with an implementation partner when going through the M&A process A sequence of actions for merged companie...
Ep. 52 - Innovation in IT Services and Digital Transformation w/ Andrew Cohen
October 19, 2023 10:00 - 26 minutes - 18 MBWelcome back to another exciting podcast episode of Professional Services Pursuit! In this episode, Andrew Cohen, Managing Director at Netsurit, joins us to talk about their value based go-to-market commercial delivery model and how they are bringing innovation into the world of IT services and digital transformation. Other topics discussed in this episode include: Project-based work vs. services-based work Defining automation and innovation opportunities within companies The benefits o...
Ep. 51 - How to Build and Establish Trust for Better Business Outcomes w/ Kristi Faltorusso
October 05, 2023 10:00 - 40 minutes - 28.1 MBIn this episode Banoo and Kristi Faltorusso, CCO at ClientSuccess, dig into the importance of trust and how we can all be better at building and establishing trust for better business outcomes. Kristi also provides her top tips for optimizing cross-functional relationships to improve your corporate culture and customer success. Other topics discussed in this episode include: The 5 elements to building trust and credibility Competence vs. confidence and understanding your own limitations ...
Ep. 50 - The Impact of Mergers and Acquisitions on Technology Investments w/ Niels Haagman
September 21, 2023 14:00 - 30 minutes - 20.7 MBWelcome back, to another exciting episode of the Professional Services Pursuit podcast! On this episode business transformation expert Niels Haagsman joins us to talk about current trends in mergers and acquisitions and how service organizations can mitigate common headwinds when accessing and adopting new technology. Other topics included in this podcast include: The 4 biggest post-acquisition challenges and how to solve for them How to rationalize and standardize your tech stack Deci...
Ep. 50 - The Impact of Mergers and Acquisitions on Technology Investments w/ Niels Haagsman
September 21, 2023 14:00 - 30 minutes - 20.7 MBWelcome back, to another exciting episode of the Professional Services Pursuit podcast! On this episode business transformation expert Niels Haagsman joins us to talk about current trends in mergers and acquisitions and how service organizations can mitigate common headwinds when accessing and adopting new technology. Other topics included in this podcast include: The 4 biggest post-acquisition challenges and how to solve for them How to rationalize and standardize your tech stack Deci...
Ep. 49 - Tools and Frameworks to Tackle Management and Technology Challenges w/ Brad Koehn
September 06, 2023 14:00 - 23 minutes - 16.2 MBOn this latest episode of The Professional Services Pursuit, we are joined by the President of Koehn Consulting, Brad Koehn. Brad takes us through the tools and frameworks he coaches leaders on so they can better tackle management and technology challenges in their business. Other topics we also discussed on this episode include: How the downturn is impacting employees in their mid 30’s who might be experiencing this type of downturn for the first time Embracing the right level of change ...
Ep. 48 - Redefining the Ad Agency Business: A Discussion w/ Michael Farmer
August 17, 2023 14:00 - 41 minutes - 28.3 MBOn this episode of the Professional Services Pursuit podcast we bring you a special recording from a recent webinar with Michael Farmer, Management Consultant and owner of Farmer & Company. Join us as we dive into Michael’s book, Madison Avenue Makeover: The Transformation of Huge and the Redefinition of the Ad Agency Business, which provides unique insight into how one company changed in order to survive, and at the same time, redefined the advertising agency business. Other topics covered...
Ep. 47 - (Part 2) Essential Considerations for Technology Selection and Implementation w/ Simon England
August 03, 2023 11:00 - 29 minutes - 20.5 MBWelcome back for part two of our episode with Simon England, Partner at the specialist advisory firm Garwood Solutions. The conversation continues between Simon and our host Banoo Behboodi as they discuss how new technologies are impacting business processes. Simon also touches on some important factors to consider during the selection and implementation stages of software buying. Other topics covered in this episode include: The benefit of utilizing technology to manage talent pools and r...
Ep. 46 - (Part 1) Understanding the Unique Intricacies of a Consulting Firm w/ Simon England
July 20, 2023 14:00 - 17 minutes - 12 MBIn the first of this two-part episode, Simon England, Partner at the specialist advisory firm, Garwood Solutions, joins us to dig into the fundamentals of consulting. Alongside our host Banoo Behboodi, Simon spotlights the unique operational challenges and business needs of consultancies. With a wide variety of experiences, Simon has some great insights to share with anyone in the consulting field. Other topics discussed in this podcast include: Best practices to optimize operations and pro...
Ep. 45 - The Formula to Growing World-Class Professional Services Organizations w/ Ilan Gendellman
July 05, 2023 14:00 - 25 minutes - 17.7 MBWe are excited to share another episode of The Professional Services Pursuit! In EP. 45, Ilan Gendellman, Global Head of Professional Services at Infoblox, joins us to discuss what differentiates the top-tier professional services teams, and where best to focus optimization efforts within an organization. Other topics discussed in this podcast include: The importance of ARR for SaaS companies Best practices for SaaS companies to structure their service sales responsibility Driving success...
Ep. 44 - The Components of a Successful Technology Consultancy w/ Michael Burton
June 22, 2023 10:00 - 24 minutes - 17.2 MBMichael Burton, CEO of the martech consulting company Stitch, joins this podcast episode to discuss best practices to use in today’s environment of a boutique consultancy! Other topics discussed in this episode include: The connection between embedded services and a boutique consultancy Criteria for selecting the right business partners The importance of building up consultants within your organization How to make sure your partners are growing alongside your firm The three paths to fo...
Ep. 43 - How to Win Business Without Pitching w/ Blair Enns
June 08, 2023 15:00 - 42 minutes - 28.9 MBOn this episode of The Professional Services Pursuit, we are joined by Blair Enns, esteemed author and founder of Win Without Pitching. Our host Brent Tremble joins Blair to discuss the art of winning deals without the need to pitch for a client. The conversation includes valuable insights from his book, The Win Without Pitching Manifesto, which has sold over 80,000 copies and garnered more than 1,500 5-star reviews on Amazon. Other topics also discussed in this episode include: Where winn...
Ep. 42 - AI Advancements and the Impact on Project Management w/ Peter Taylor
May 25, 2023 11:00 - 22 minutes - 15.5 MBWe are excited to welcome Peter Taylor, who brings over 30 years of experience in strategic project planning and transformational change management to the podcast! Banoo and Peter dig into the utilization of AI tools and how they can influence the project management process. With the continuous development of AI, business leaders are innovating their processes to best deliver projects. Here is how Peter is seeing it all unfold. Other topics discussed in this episode include: The impact of ...
Ep. 41 - (Part 2) Successful Project Dynamics and How to Effectively Manage Change w/ Shane Anastasi
May 11, 2023 12:00 - 35 minutes - 24.2 MBWelcome back to part 2 of our two part podcast with Shane Anastasi of PS Principles. In this episode, Banoo and Shane dive into some of the biggest downfalls of traditional project success measurements, how to properly coach your clients to manage change, and a sneak peak into Shane’s new book and training, Project Dynamics. Other topics covered in this episode include: How to align the client with necessary change The downfall of traditional success measurements Defining achievable suc...
Ep. 40 - (Part 1) How To Achieve More Successful Outcomes from Implementation Projects w/ Shane Anastasi
April 27, 2023 12:00 - 28 minutes - 19.6 MBWelcome to part 1 of a two part episode with author, speaker, entrepreneur, and professional services strategic advisor, Shane Anastasi. Shane is currently the CEO and founder of PS Principles and joins us to discuss the biggest challenges professional services teams face and his key philosophies for being a better project leader and driving better client outcomes. Other topics also discussed in this episode include: The downfalls of traditional PMI training and the importance of defining ...
Ep. 39 - The Shift in Evaluating the Right Technology Investments w/ Jared Haleck
April 13, 2023 12:00 - 30 minutes - 21.1 MBOur hosts come together again for the final session in our 4-part Linkedin Live series to talk with Kantata’s Chief Product Officer, Jared Haleck. In this episode they dive into the importance of employee experience, how technology plays into that, and how the creation and adoption of technology is shifting to be more vertical specific. Other Topics covered in this episode include: Why ROI is no longer the number 1 reason to buy technology Optimizing user experience to match generational ...
Ep. 38 - Agency Spending, Strategic Priorities, and Key Industry Trends w/ Tom Beck
March 30, 2023 12:00 - 26 minutes - 18.2 MBWelcome back for the 3rd recording from our 4-part Linkedin Live series that Kantata is hosting. In this episode, we talk with Tom Beck, the Executive Director of SoDA (Society of Digital Agencies). Tom talks about the 2023 Digital Outlook Study – an annual study by Forrester and SoDA that delves into spending plans, strategic priorities, and key industry issues from the perspective of marketing and technology leaders. Brent, Banoo and Tom dig into some of highlights from the report and prov...
Ep. 37 - Prioritizing Employee Experience Amidst Labor Volatility w/ Gina Hartigan
March 16, 2023 14:00 - 32 minutes - 22.5 MBOn this episode of the podcast we bring you another live session from our LinkedIn Live series that is tackling the key trends shaping 2023. From the “Great Resignation” of 2021/2022 to the current situation in 2023, companies have had to swing from increased compensation to layoffs, despite still facing skills gaps and talent shortages. Kantata’s CPO, Gina Hartigan, joins Banoo to discuss these challenges and how to develop a more agile and valued workforce. Other topics covered in this e...
Ep. 36 - How to Optimize Your Business During Uncertain Economic Times w/ Charles Gustine
March 02, 2023 17:00 - 32 minutes - 22.5 MBOn this episode of the podcast Brent and Banoo are the ones in the hot seat! This live recording from our LinkedIn Live series, “Navigating the Path Forward”, tackles the key trends shaping 2023 and how people, process and technology optimization can future-proof your professional services business. Brent and Banoo are joined by Charles Gustine, Kantata’s Brand Evangelist, who digs into some of the key analyst predictions and research for 2023 and asks them questions based on those insights. ...
Ep. 35 - Creating a Collective Culture and Enhancing the Remote Employee Experience w/ Christine Dunham
February 16, 2023 16:00 - 32 minutes - 22.4 MBWe are excited to bring you another episode of Professional Services Pursuit! This time, Christine Dunham, Senior Director of People Development and Culture at Kantata, joins us to talk enthusiastically about managing company culture, what has been lost and gained in moving to remote work, how to create a collective culture and tools that company leaders can utilize to enhance employee experience. Other topics include: Christine’s background and how she ended up in people development Some...
Ep. 34 - Professional Services Performance Trends and the Benefits of PSA w/ SPI’s Dave Hofferberth
February 02, 2023 16:00 - 36 minutes - 25.3 MBOn this week's episode Brent is joined by the ‘Father of PSA’ and Managing Director at Service Performance Insight (SPI), Dave Hofferberth. They dive into some of the professional services performance trends uncovered by the SPI PS Maturity Benchmark survey and PS End User survey and how organizations can use this research to improve their business. Other topics covered include: The dimensions of SPI’s research How to determine where to focus to see the biggest returns Labor and revenu...
Ep. 33 - Understand and Improve Your Resource Forecasting Performance w/ Marc Lacroix
January 19, 2023 11:00 - 26 minutes - 18.3 MBJoining us on this week's podcast is Marc Lacroix from RTM Consulting. Banoo and Marc dive into some of the biggest issues holding companies back from effective forecasting, skills management and the root cause of ineffective data? Find out more on this episode of Professional Services Pursuit! The key topics covered include: The biggest factors holding companies back from doing effective forecasting How to set PM’s up for success with improved data quality The importance of a skills dat...
Ep. 32 - Challenges, Trends and Tips for Leading a Successful Business in 2023 w/ Michael Speranza
January 05, 2023 14:00 - 24 minutes - 16.9 MBOn this episode of The Professional Services Pursuit, we celebrate the one year anniversary of Kantata by having our CEO, Michael Speranza, back on the show. Brent and Michael discuss his experiences over the past year, the challenges he's seen the industry face and the trends and predictions he's seeing moving into 2023. Other topics include: Insight into what clients are struggling with on a daily basis Some assumptions Michael had going into the role of CEO about the industry and marke...
Ep. 31 - (Part 2) Delivering Repeatable and Remarkable Customer Experiences w/ Peter Wride
December 15, 2022 13:00 - 26 minutes - 18.1 MBIn the professional services industry, Gainsight is one of the leaders in customer success and satisfaction. In this episode, we take a look at how they structure their team for the best results, what goals they focus on, and how they manage their processes. Join us for this discussion as Gainsight’s Senior Vice President of Professional Services and upgrades, Peter Wride, pulls the curtain back on how he finds success within his team. Other Topics covered include: How to create an excelle...
Ep. 30 - The Evolution and Redesign of Modern Marketing and Advertising Needs w/ Lindsey Slaby
December 01, 2022 11:00 - 34 minutes - 23.9 MBOn this episode we welcome Sunday Dinner Founder, Ad Age 40 under 40 recipient and brand strategy thought leader, Lindsey Slaby, to the show. Brent and Lindsey discuss how the marketing and advertising industries have evolved over the years and the growing challenges they face. Lindsey is one of the top consultants in the space and pulls the curtain back on the changes big brands need to see from agencies and gives some insight on how to be an essential partner in 2023 and beyond. Some of th...
Ep. 29 - (Part 1) The Equation for Customer Success According to Gainsight w/ Peter Wride
November 17, 2022 14:00 - 25 minutes - 17.4 MBWhat does professional services look like at Gainsight, THE customer success company? How does customer experience influence customer success? How do you get the best customer outcomes? On the latest episode of the Professional Services Pursuit podcast, we tackle all these questions and more as we talk with Gainsight’s Senior Vice President of Professional Services and Upgrades, Peter Wride. Other topics covered include: Peter’s journey to his current role and the most compelling reason wh...
Ep. 28 - How to Get Optimal Value from the Agency/Client Relationship w/ Bruno Gralpois
November 03, 2022 10:00 - 25 minutes - 17.8 MBWelcome to another episode of the Professional Services Pursuit Podcast! In this episode we welcome Bruno Gralpois to the show. Bruno is an author and the industry expert on optimizing agency/client relationships and bringing these best practices to life through technology. Bruno and Brent discuss the evolution of his business, Agency Mania Solutions, and some critical tactics agencies and clients can implement to enhance their relationships and collaborate better. Other topics covered inc...
Ep. 27 - (Part 2) 5 Customer Experience Mistakes You Don’t Know You’re Making w/ Jessica Noble
October 20, 2022 15:00 - 17 minutes - 12.3 MBOn this episode of the Professional Services Pursuit Podcast, we invite back the Head of Strategy and Managing Partner at Magnetic Customer Experience, Jessica Noble! In this continuation of our conversation with Jessica, Banoo dives into Jessica's book, 'The Five Customer Experience Mistakes you don't know you're making that are causing profit erosion.' Other topics covered include: The five critical mistakes that are made by high-growth companies Tactics and strategies to expand your c...
Ep. 26 - (Part 1) Optimizing Customer and Employee Experience to Find Operational Excellence w/ Jessica Noble
October 06, 2022 17:00 - 25 minutes - 17.9 MBWelcome to another insightful episode of the Professional Services Pursuit podcast! In this episode, we were lucky enough to sit down with one of the foremost experts in customer experience, Jessica Noble. In part 1 of this conversation Jessica and Banoo discuss what improving the customer experience looks like today and how improving both your employee and customer experience can play a key role in improving margins. Some other topics covered include: Understanding the mechanics of good cus...
Ep. 25 - The Biggest PS Tech Challenges and How Vertical SaaS Is Creating Solutions w/ Charles Gustine
September 22, 2022 08:00 - 40 minutes - 27.6 MBOn this episode of The Professional Services Pursuit Banoo is joined by Charles Gustine, Brand Evangelist at Kantata. They discuss the findings from a new Forrester research study commissioned by Kantata and Salesforce that helps explain the importance of vertical SaaS, how it is helping professional services organizations solve critical problems and how it is proving to be more effective at moving businesses through the maturity curve. Other talking points include: · A review of th...
Ep. 24 - Resource Management Automation Trends and Future Predictions w/ Randy Mysliviec
September 08, 2022 08:00 - 37 minutes - 26.1 MBIn this episode Brent is joined by Randy Mysliviec, the President and CEO of RTM Consulting and Managing Director of the Resource Management Institute (RMI). They explore the top trends emerging in the industry based on the RMI’s latest research report and Randy’s predictions for the future around resource automation management: The latest survey series results around resource management automation Trends emerging around resource data management Driving down labor costs Employee engagem...
Ep. 23 - How to Set Your Professional Services Teams Up for Success w/ Carrie Young
August 25, 2022 08:00 - 24 minutes - 16.8 MBCarrie Young, Vice President of Strategic Solutions at Cority, joins Banoo on the show to discuss how to most effectively utilize your employee base by implementing cross training and expanding the skill sets of your team. Carrie has extensive experience scaling PS organizations and managing demand against capacity and resource optimization. Additional topics discussed include: Understanding and mapping your employee base to identify gaps and synergies; Documenting a clear career path for ...