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    IT Visionaries

    Gain unparalleled access to the minds of industry-leading CIOs, CTOs, and CISOs. Enjoy episodes filled with expert insights, inspiring stories, and trend analysis, all brought to you by the people shaping the future of technology. Whether you’re an IT professional, aspiring tech leader, or general tech enthusiast, IT Visionaries has something for everyone. Don’t miss out on the chance to learn from the best – subscribe now!

    Produced by the team at Mission.org and brought to you by Brightspot.

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    Latest Episodes:
    How Yappa is Removing the Toxic Nature of Commenting with Co-Founder, Kiaran Sim Mar 30, 2021
    Show notes

    The internet is a fascinating place and over the years it has provided tremendous resources to billions of people around the world. It’s brought us closer, and it’s divided us and at the same time. People feel more empowered to make their voices heard. The problem is anonymity has seemingly eroded basic standards of kindness and decency. At least that’s what it seems like when you look at the comments section on blogs, social posts, and more.

    “The way of communicating online is a massive problem, and it affects our mental health. It affects how we see ourselves and our confidence levels and, and everything about it. It's just this constant cesspool of just the worst parts of humanity. And we wanted to really try and solve that problem. And that's where Yappa differentiates itself.”

    Meet Kiaran Sim, Co-founder and COO of Yappa, an app that is hoping to make the internet a little more conversational, a little less hostile, and at the bare minimum, more empathetic. On this episode of IT Visionaries, Kiaran discusses how their conversation integration tool monitors and censors bad actors, while simultaneously building a positive internet community and the benefits that brings to the internet as a whole. Plus, Kiaran also details the importance of keeping a clean revenue stream and more.

    Main Takeaways:

    • Know Your Worth: As a start-up — especially in the social media industry — you don’t want to get in the habit of relying on ad revenue as your primary source of income. Instead, figure out a constant revenue model that takes the pressure and guesswork out of your financial status.
    • If At First You Don’t Succeed: Always make sure you are listening to your users; they will guide your product in the direction that it needs to go in. For the Yappa team, that meant abandoning their initial social media app in order to integrate as part of larger programs. By listening to its customer base, and giving users what they wanted, Yappa overcame two obstacles at once.
    • Taking out the Garbage: By removing the anonymous aspect of commenters, the Yappa team was able to dramatically reduce the number of inappropriate users from a traditional average of 18% down to 2%. When users are forced to verify their identities rather than hide behind accounts and usernames, an authentic community of like minded users can form without fear of anonymous online abusers.

    IT Visionaries is brought to you by the Salesforce Platform - the #1 cloud platform for digital transformation of every experience. Build connected experiences, empower every employee, and deliver continuous innovation - with the customer at the center of everything you do. Learn more at salesforce.com/platform

    --

    This episode of IT Visionaries is brought to you by Meter - the company building better networks. Businesses today are frustrated with outdated providers, rigid pricing, and fragmented tools. Meter changes that with a single integrated solution that covers everything wired, wireless, and even cellular networking. They design the hardware, write the firmware, build the software, and manage it all so your team doesn't have to.

    That means you get fast, secure, and scalable connectivity without the complexity of juggling multiple providers. Thanks to meter for sponsoring. Go to meter.com/itv to book a demo.
    ---

    IT Visionaries is made by the team at Mission.org. Learn more about our media studio and network of podcasts at mission.org.


    Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.


    Keeping Up with the Pace of Change, with Sumo Logic VP, Bruno Kurtic Mar 25, 2021
    Show notes

    Problem Solvers, pioneers, but more importantly data nerds. That’s how Sumo Logic describes itself, and well...it’s fitting. Rooted in big data and security, SumoLogic is among the most powerful machine data analytics services in the world, but to reach the pinnacle of any industry, requires a culture that strives to be the best.

    “There's a lot of discomfort in this type of a culture, because in order to really be willing to disrupt yourself so that you don't get disrupted by somebody else, you have to empower and enable people inside of your company to challenge decisions, to take risks, to take accountability for those risks. But it has to be a culture that relies on transparency, collaboration, risk, and essentially distributed decision-making.”

    Bruno Kurtic is the Founding Vice President of Product and Strategy for Sumo Logic and on this episode of IT Visionaries, Bruno delves into how the Sumo Logic platform operates, why the pace of change in the technology industry continues to keep them on their toes, and why more-and-more enterprises are utilizing multi-cloud approaches. Plus Bruno dives into what a successful technology culture looks like, how it should operate and every voice matters no matter where you sit in the company hierarchy.Problem Solvers, pioneers, but more importantly data nerds. That’s how Sumo Logic describes itself, and well...it’s fitting. Rooted in big data and security, SumoLogic is among the most powerful machine data analytics services in the world, but to reach the pinnacle of any industry, requires a culture that strives to be the best.

    Main Takeaways

    • Pace of Change: With the speed that technology is changing, you can never rest on your laurels. Companies must constantly be reinventing themselves and the services that they provide to their clients. One of the best ways to stay ahead of the curve is to implement an agile approach, that lets you pivot on a moments notice.
    • If You’re Note Reliable, What are You?: If you’re a digital business, your application services must be reliable and they must perform and they must consistently perform to the standards you sold the client on.Your product should always aim to be an industry leader in service and repair, because it what will always set you apart from your competitors is the reliability of your product.
    • One Cloud, Two Cloud…: 70% of enterprises now deploy a multi-cloud approach, which is a major shift from just 10 years ago when most companies were getting familiar with the cloud and adopting single cloud strategies. Because of these multi-cloud strategies, it’s affected the way software has to be integrated into the infrastructure of your tech stack.

    IT Visionaries is brought to you by the Salesforce Platform - the #1 cloud platform for digital transformation of every experience. Build connected experiences, empower every employee, and deliver continuous innovation - with the customer at the center of everything you do. Learn more at salesforce.com/platform

    --

    This episode of IT Visionaries is brought to you by Meter - the company building better networks. Businesses today are frustrated with outdated providers, rigid pricing, and fragmented tools. Meter changes that with a single integrated solution that covers everything wired, wireless, and even cellular networking. They design the hardware, write the firmware, build the software, and manage it all so your team doesn't have to.

    That means you get fast, secure, and scalable connectivity without the complexity of juggling multiple providers. Thanks to meter for sponsoring. Go to meter.com/itv to book a demo.
    ---

    IT Visionaries is made by the team at Mission.org. Learn more about our media studio and network of podcasts at mission.org.


    Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.


    Redefining Digital Transformation with Connektedminds’ CEO, Joanne Friedman Mar 23, 2021
    Show notes

    Companies flaunt the term digital transformation almost as if it’s a badge of honor. It’s a phrase that can signify an enterprise is on the cutting edge of innovation with a constant eye toward the future. But Joanne Friedman, CEO of Connektedminds, has another word for it.

    “It's a misnomer,” she said. “Any company that isn't constantly in some state of transformation isn't alive.”

    Joanne believes that companies don’t simply go through a digital transformation once and then pat themselves on the back — at least, the good ones don’t. No, she is of the mind that digital transformation is an ongoing process, and it’s one she’s been going through her entire career. An industry visionary, entrepreneur, and IT executive, Joanne envisions herself and Connektedminds as the leaders of the team helping companies reach their goals when it comes to their IT needs and how to constantly improve.

    “Coach Is the best description because we stay with the client throughout the whole process,” she said. “It's not just helping them choose technology. It's what do you want to be when you grow up as a digital business? You have to define the outcomes. You have to look at the business model of how that company is going to operate. This is what you're going to have to go through to get to that point. So we act as a coach.”

    On this episode of IT Visionaries, Joanne dives deep into the world of digital transformations, how companies should be thinking about the process, the role a proper analyst plays in helping to make those decisions, and why it might be time to alter the phase all together. Plus, Joanne discusses the intricacies of IoT and why it’s time to finally set some standards when it comes to connected devices.

    Main Takeaways

    • What is Digital Transformation: Digital transformation is a gradual process, it does not happen overnight and companies need to stop thinking they can take on large tasks in a swift manner. What they should be thinking about is their technology stack as a toolkit, filled with 15-20 different tools. Each of those tools should have one goal: does it drive value to the overall business? If it does not, it should not be in your tech stack.
    • Coach Friedman: Analysts are coaches, there to help you reach your goals and accomplish the task at hand. When you are an analyst, you have to constantly be thinking about the company's future and what it could be in five to ten years and then reverse engineer strategies to help get them there.
    • Can we Get Some Standards Up in Here?: Right now, one of the biggest problems surrounding the IoT space is the lack of defined standards between consumer IoT, which includes items such as iPads, phones and routers and industrial IoT devices. Currently, there is ambiguity about where industrial IoT falls and the list of guidelines it must adhere to.

    IT Visionaries is brought to you by the Salesforce Platform - the #1 cloud platform for digital transformation of every experience. Build connected experiences, empower every employee, and deliver continuous innovation - with the customer at the center of everything you do. Learn more at salesforce.com/platform

    --

    This episode of IT Visionaries is brought to you by Meter - the company building better networks. Businesses today are frustrated with outdated providers, rigid pricing, and fragmented tools. Meter changes that with a single integrated solution that covers everything wired, wireless, and even cellular networking. They design the hardware, write the firmware, build the software, and manage it all so your team doesn't have to.

    That means you get fast, secure, and scalable connectivity without the complexity of juggling multiple providers. Thanks to meter for sponsoring. Go to meter.com/itv to book a demo.
    ---

    IT Visionaries is made by the team at Mission.org. Learn more about our media studio and network of podcasts at mission.org.


    Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.


    Ready for Take-Off: Why Moonbeam Believes it’s The Next Big Media Platform with Founder, Paul English Mar 18, 2021
    Show notes

    They say one of the biggest attributes any entrepreneur needs to have is the ability to problem solve. To be able to identify challenges large and small and effectively produce a solution for them. It seems simple, but it’s not. A vast number of start-ups fail, and the reason is although they identified and addressed an issue, it’s not the right issue. So how do you know when the problem your company is attempting to solve is the right one? Paul English, Founder and CTO of Moonbeam, has some noteworthy advice.

    “My advice to other entrepreneurs, when they ask when they should go for it and when should they quit their day job to go work on their new idea is when you have an idea, a problem that you want to solve, and the problem is more important than the solution. Most tech companies don't fail because the programmers couldn't write good code. Most tech companies fail because they solved the problem that no one cares about. What's most important is solving a big problem.”

    Paul has had a prolific career as a founder, with all the highs and lows you would expect. But for Paul, the thrill of the next big idea and the next adventure is what keeps him going, and his success has been rooted in his. ability to understand the big issues and develop and implement a plan to rectify them. On this episode of IT Visionaries, Paul goes into detail about that skill, and he explains why Moonbeam, his new company, is solving one of the biggest pain points in on-demand programming. Plus, Paul dives into his past experiences, details key pillars that make up a successful CTO, and predicts why Moonbeam is about to take-off.

    Main Takeaways

    • Hey Now, You’re a Problem Solver: For any entrepreneur that is starting out, you have to answer a few questions before you get started. What problems are you solving, and is the problem something that will resonate with consumers? It’s very easy to get locked in on ideas that are important to you. But if your problem is not something that the rest of the public cares about, your business will most likely fail
    • Search and Engagement: The two most important factors of any social platform are the ability to identify relevant content, make it searchable, and then drive engagement for its active users.
    • The Power of the Algorithm: When you are designing a machine learning strategy, it’s very important to make sure that your algorithm is not just feeding users the same content over and over again. Instead, make sure that your platform has some level of randomness to it, so the user is exposed to new forms of media.

    IT Visionaries is brought to you by the Salesforce Platform - the #1 cloud platform for digital transformation of every experience. Build connected experiences, empower every employee, and deliver continuous innovation - with the customer at the center of everything you do. Learn more at salesforce.com/platform

    --

    This episode of IT Visionaries is brought to you by Meter - the company building better networks. Businesses today are frustrated with outdated providers, rigid pricing, and fragmented tools. Meter changes that with a single integrated solution that covers everything wired, wireless, and even cellular networking. They design the hardware, write the firmware, build the software, and manage it all so your team doesn't have to.

    That means you get fast, secure, and scalable connectivity without the complexity of juggling multiple providers. Thanks to meter for sponsoring. Go to meter.com/itv to book a demo.
    ---

    IT Visionaries is made by the team at Mission.org. Learn more about our media studio and network of podcasts at mission.org.


    Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.


    The Gambler: Why Allego CEO Yuchun Lee is Betting Big on Just-In-Time Learning Mar 16, 2021
    Show notes

    In gambling there’s a common saying, the house always wins...After all, the majority of people who spend their nights and weekends throwing dice across the craps table, or contemplating their next blackjack hand are always relying on luck. Yuchun Lee, CEO and co-founder of Allego, is not one of those people.

    Yuchun is one of the founding members of the infamous MIT Blackjack card counting team portrayed in the movie 21.With his earnings, he was able to bootstrap Unica which was acquired by IBM for 400 million. Now, Yuchun is back building the next great software company with Allegro, an accelerated learning video-based sales platform. On this episode of IT Visionaries, Yuchun explains how his calculated decision-making removes risk and details how it is using A.I. and machine learning to empower every sales professional to close the next deal.

    Main Takeaways

    • Can You Hop on a Sales Call?: The way companies and sales professionals approach clients has changed drastically over the last year. No longer are tried and true sales techniques closing deals. Now, sales professionals must be able to make a personal connection through Zoom calls instead of one-to-one meetings, which is causing a lot of businesses to rethink their sales practices.
    • Just in Time Learning: One of the ways businesses are altering those methods is through just-in-time learning, which are ways to educate sales professionals in real time, by empowering them with the required tools they need to close deals. These tactics are similar to YouTube videos, but instead are hyper-focused on a client’s needs and desires.
    • Providing Value: While virtual assistants are becoming more popular in the sales world, there is still no equal to a personal human touch.So, while a lot of the more rudimentary work can be done by A.I. and RPA, there is still an overwhelming need for that one-to-one connection.

    IT Visionaries is brought to you by the Salesforce Platform - the #1 cloud platform for digital transformation of every experience. Build connected experiences, empower every employee, and deliver continuous innovation - with the customer at the center of everything you do. Learn more at salesforce.com/platform

    --

    This episode of IT Visionaries is brought to you by Meter - the company building better networks. Businesses today are frustrated with outdated providers, rigid pricing, and fragmented tools. Meter changes that with a single integrated solution that covers everything wired, wireless, and even cellular networking. They design the hardware, write the firmware, build the software, and manage it all so your team doesn't have to.

    That means you get fast, secure, and scalable connectivity without the complexity of juggling multiple providers. Thanks to meter for sponsoring. Go to meter.com/itv to book a demo.
    ---

    IT Visionaries is made by the team at Mission.org. Learn more about our media studio and network of podcasts at mission.org.


    Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.


    A Data Tsunami is Coming, Is Your City Ready? Intel’s GM For Smart Cities, Sameer Sharma, Details Why Your Infrastructure is Your Biggest Obstacle Mar 11, 2021
    Show notes

    The term “smart city” might bring to mind images from The Jetsons, maybe flying cars and robots serving humans. And while that’s possible, cities are getting smarter right now in very practical and useful ways. Building a smart city is about its citizens and how their lives can continuously be improved through data and incremental change.

    “The ultimate goal is very simple: Can we use the combination of innovative thinking, the right technology solution, the right policy making, and the right decision framework to ultimately improve the quality of life for the citizens. Smart cities are not about smartness. It's about a better life for the citizens.”

    Meet Sameer Sharma,General Manager of Smart Cities and Intelligent Transportation at Intel. He leads a global team that works to drive new IoT growth categories and revenue streams for Smart City Services. In this episode of IT Visionaries, Sameer defines the term smart city, and how cities can harness the massive amounts of data they produce. Plus he provides some case studies for what cities such as Singapore and New York are doing to increase the quality of life for their citizens. And Sameer also pinpoints key areas that cities that wish to take the next step in their smart city journey must identify in order to reach their goals.

    Main Takeaways

    • Johnny (Data) Tsunami: We are in the midst of a data tsunami, and how cities manage the massive amounts of data they collect on a daily basis has never been more critical to the future of those cities than it is today. By understanding the insights data provide, cities can advance things like traffic patterns, infrastructure, and other areas of everyday life that affect citizens.
    • Think Big, But Start Small: City planners and policymakers should always be thinking about the next big project when it comes to improving their citizens’ lives. But while you should always be thinking big, you have to start small. Begin by thinking about how you are managing your networks, and this begins and ends with edge computing. How is your data being transferred back-and-forth? Are you deploying any form of edge computing? Start by answering those questions first because cities that lack that basic tech won’t have the infrastructure to solve many of their problems at the scale they need to.
    • Changing Tide: Previously, CIOS were solely responsible for advancing and implementing technology. Things are different now, even at a city-wide level. Technology is not siloed in the way that it used to be, and with so many more people affected by all forms of technology, everyone needs to have a seat at the table.

    IT Visionaries is brought to you by the Salesforce Platform - the #1 cloud platform for digital transformation of every experience. Build connected experiences, empower every employee, and deliver continuous innovation - with the customer at the center of everything you do. Learn more at salesforce.com/platform

    --

    This episode of IT Visionaries is brought to you by Meter - the company building better networks. Businesses today are frustrated with outdated providers, rigid pricing, and fragmented tools. Meter changes that with a single integrated solution that covers everything wired, wireless, and even cellular networking. They design the hardware, write the firmware, build the software, and manage it all so your team doesn't have to.

    That means you get fast, secure, and scalable connectivity without the complexity of juggling multiple providers. Thanks to meter for sponsoring. Go to meter.com/itv to book a demo.
    ---

    IT Visionaries is made by the team at Mission.org. Learn more about our media studio and network of podcasts at mission.org.


    Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.


    Crowning a King: Content Delivery Remains Key and Contentstack is Winning the Game Mar 09, 2021
    Show notes

    There’s a saying that every company is becoming a software company. But what might be just as true is in that every company is becoming a publisher as well. Photos, blogs, designs, video, and sound is created and published at unthinkable rates… and it’s being used, EVERYWHERE.

    Web, Mobile, Signage, Kiosks, In-Store… it doesn’t matter. Businesses are creating content to match consumer appetite.

    So how does a company manage all of these assets, and what kind of content management systems are necessary to handle these massive distribution requirements?

    Nishant Patel is the Founder and CTO of Contentstack, an API-first headless content management system designed to deliver first-class digital experiences by making it easier to deliver and maintain content distribution anywhere.

    On this episode of IT Visionaries, Nishant explains how the Contentstack system integrates with various products to publish content at a moment’s notice and why companies are finding that to be a critical part of their success.

    Main Takeaways

    • All in One Place: As the arms race for content delivery ramps up, having a secure and safe place to store and manage your content is increasingly important. An added benefit of Contentstack is while it can store your content, it can also deliver that same content across various channels, such as web, mobile, and digital signage
    • Democratizing Content: One of the biggest issues within large corporations is the ability to make content accessible to their various teams across the world. With Contentstack, users have the power to instantly upload and share their content for anyone associated with the organization, whether that be domestic or international. The second the file is uploaded to the system, anyone with access to publishing abilities then possesses the power to deliver that content at scale.
    • Can You Tag Me in That? Every day millions of images and videos are uploaded to websites and systems but are never tagged or IDed. Contentstack, thanks to its A.I. and machine learning techniques, has the ability to instantly identify and tag hundreds of millions of images. So if someone needs a picture of a yellow lab with a Coke, the system can instantly cycle through its system to find those pictures.

    IT Visionaries is brought to you by the Salesforce Platform - the #1 cloud platform for digital transformation of every experience. Build connected experiences, empower every employee, and deliver continuous innovation - with the customer at the center of everything you do. Learn more at salesforce.com/platform

    --

    This episode of IT Visionaries is brought to you by Meter - the company building better networks. Businesses today are frustrated with outdated providers, rigid pricing, and fragmented tools. Meter changes that with a single integrated solution that covers everything wired, wireless, and even cellular networking. They design the hardware, write the firmware, build the software, and manage it all so your team doesn't have to.

    That means you get fast, secure, and scalable connectivity without the complexity of juggling multiple providers. Thanks to meter for sponsoring. Go to meter.com/itv to book a demo.
    ---

    IT Visionaries is made by the team at Mission.org. Learn more about our media studio and network of podcasts at mission.org.


    Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.


    Solving the World's Biggest Problems at Scale, with WekaIO President, Ken Grohe Mar 04, 2021
    Show notes

    The No. 1 feature of technology is storage. Ok, so that’s not true. But, it’s one of the most critical pieces of hardware that enables software to function. How fast, how easy, and how much data can be accessed and leveraged inside of applications plays a critical part in technologies effectiveness and user experience. File systems have largely evolved unnoticed.

    “Existing file systems written 20 years ago are like Microsoft word. It works, but you can't collaborate with it. You don't get the full effectiveness. In fact, if you had a project that started at night, and had to be done the next morning, everyone would overwrite everyone else's work. And whoever was in charge would have a major headache, and the best work wouldn't be done. In the case of a parallel file system, everyone gets the full use every single day to do as much work as they can. So there's no latency, you're not waiting for anything.”

    Ken Grohe, President and CRO at WekaIO, a company that is working to solve those data and storage obstacles by eliminating and replacing legacy systems with a cloud-based collaborative file system structure, and we’re not talking about files like a spreadsheet. We’re talking about huge massive files like Electronic Medical Records, Gene Maps, and other critical files that now can be updated around the world like an excel file.
    Hear how WekaIO played a role in Covid Vaccine development in a way that would not have been possible just a few years ago. Learn more about that plus other applications of modern file systems next, on IT Visionaries.

    Main Takeaways

    • Out of Storage: Nobody buys computers just because of their storage capabilities. But while storage is often overlooked, it is also the engine that powers the speed of your system. Currently there are three types of storage: Cloud, GPU and Flash. In order to create the fastest and most reliable system, your storage needs must be optimized for all three.
    • What is a Weka-Byte?: According to research conducted by the Weka team, nine out of 10 big data centers are now operated by Weka. The reasoning for the shift? While most storage systems are designed with terabytes in mind, which are units of information which are equal to one million 1012, which is how traditional storage companies operate, a Wekabyte is considered 10100 , so nearly 10 times of the size.
    • The Rise of the Data Chief: The newest member of the C-Suite is also becoming one of the most important members of leadership teams: The Data Chief. As more companies possess unstructured data, they are going to need someone with the data literacy and requisite knowledge to understand how to properly use that data.

    IT Visionaries is brought to you by the Salesforce Platform - the #1 cloud platform for digital transformation of every experience. Build connected experiences, empower every employee, and deliver continuous innovation - with the customer at the center of everything you do. Learn more at salesforce.com/platform

    --

    This episode of IT Visionaries is brought to you by Meter - the company building better networks. Businesses today are frustrated with outdated providers, rigid pricing, and fragmented tools. Meter changes that with a single integrated solution that covers everything wired, wireless, and even cellular networking. They design the hardware, write the firmware, build the software, and manage it all so your team doesn't have to.

    That means you get fast, secure, and scalable connectivity without the complexity of juggling multiple providers. Thanks to meter for sponsoring. Go to meter.com/itv to book a demo.
    ---

    IT Visionaries is made by the team at Mission.org. Learn more about our media studio and network of podcasts at mission.org.


    Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.


    Creating Faster, More Efficient Feedback Loops in Real-Time with UserTesting CTO, Kaj Van De Loo Mar 02, 2021
    Show notes

    Every year millions of products and services hit the market with sky-high aspirations, and every year millions of those same products and services fail. The reason? Consumer expectations are rising, which means their tolerance for a bad experience, has all but disappeared.

    “We tend to remember the good experiences that we have, and that creates expectations across all other similar or comparable experiences,” Van De Loo said. “This was something we saw a lot of — the first experience with a new platform determines whether they’re going to work with them in the future or not. The bar keeps rising. It keeps getting higher and higher. Especially with these newer experiences.”

    Kaj Van De Loo is the CTO of UserTesting, a human insight platform that provides companies with the opportunity to gather real-time feedback, from real customers, regardless of where an item stands within the development process. On this episode of IT Visionaries, Kaj joins me for a conversation centered on how UserTesting is creating real-time feedback loops based on the emotions and interactions real people experience with a product. Plus, Kaj goes under the hood and explains how UserTesting is using these insights to create actionable insights for their clients.

    Main Takeaways

    • So Simple Even I Can Use It: Consumers are now evaluating a product or service on everything from design, to pick-up and drop-off location, but the number one thing that is making or breaking a consumer’s experience is overall ease of use. Products or services that have more steps to reach the same conclusion as a product that had a similar, more streamlined approach, always received negative feedback.
    • Jury by Your Peers: One of the biggest influences in how new platforms are being evaluated now is based upon the experience shoppers have on a similar website. If a user has a tremendous shopping experience on a website such as Amazon, they are now more likely to evaluate a new platform based with the good experience setting a new bar. This means that first impressions, especially for new websites, are now more important than ever before.
    • Can I Get Your Feedback?: By deploying an online community of verified users and testers, UserTesting has been able to create more accurate feedback loops that can be iterated and retested in real-time. By using humans instead of various testing services, clients can gauge how an individual interacts and connects with a site, while detailing what they like and don’t like about each product.

    IT Visionaries is brought to you by the Salesforce Platform - the #1 cloud platform for digital transformation of every experience. Build connected experiences, empower every employee, and deliver continuous innovation - with the customer at the center of everything you do. Learn more at salesforce.com/platform

    --

    This episode of IT Visionaries is brought to you by Meter - the company building better networks. Businesses today are frustrated with outdated providers, rigid pricing, and fragmented tools. Meter changes that with a single integrated solution that covers everything wired, wireless, and even cellular networking. They design the hardware, write the firmware, build the software, and manage it all so your team doesn't have to.

    That means you get fast, secure, and scalable connectivity without the complexity of juggling multiple providers. Thanks to meter for sponsoring. Go to meter.com/itv to book a demo.
    ---

    IT Visionaries is made by the team at Mission.org. Learn more about our media studio and network of podcasts at mission.org.


    Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.


    A Reimagined Digital CX with HPE PointNext’ VP of Digital Experiences, Mark Arnold Feb 25, 2021
    Show notes

    The customer experience has never been more important than it is today. Why is that? d Because consumers and enterprises are no longer just evaluating their needs based solely on a product’s pros and cons. Instead every purchase decision is being thought through on multiple levels, including whether or not a product is the right fit for personal and professional needs, and looking into the deeper value of a product as it relates to the bigger picture of a company. Simply put, if you are not placing an emphasis on delivering the best possible customer experience to make those decisions easier and more seamless, you’re fighting an uphill battle from day one.

    “From a competitive perspective, everyone's upping their game. Everyone's wanting to provide that latest, greatest experience and capability for our customers. As the technologies have evolved, particularly around things you can do in platforms, the opportunity for a digital experience is much more customer-driven now than ever before.”

    Mark Arnold is the Vice President of Digital Customer Experience at HPE Pointnext Service, a support and services arm of Hewlett Packard Enterprises. On this episode of IT Visionaries, Mark dives into the changing needs and expectations of customers and why the experience you give them has to rise to new levels. Plus he explains why IT support centers such as call centers are having a harder time meeting consumers’ needs.

    Main Takeaways

    • The One True King: The only way for companies to build a true digital customer experience is for those experiences to be completely tailored to the client or the person they are serving. This may sound simple in today’s day and age, but IT support centers, such as call centers, still struggle being able to tailor their customer service to the person they are speaking with.
    • So Lonely, I’m So Lonely: One of the key reasons that IT support centers struggle with being able to personalize information is because the system is not constructed in a way that allows for the easy transfer of information. Removing the silos that are currently constructing this process is the only way to make it better.
    • A New Driver for Success: From a customer perspective, the level of competition within the marketplace has risen to a point where the product by itself is no longer the reason that a customer makes decisions. Now, those decisions are being made in conjunction with how the buyer perceives the service experience and the offerings you are able to make them.

    IT Visionaries is brought to you by the Salesforce Platform - the #1 cloud platform for digital transformation of every experience. Build connected experiences, empower every employee, and deliver continuous innovation - with the customer at the center of everything you do. Learn more at salesforce.com/platform

    --

    This episode of IT Visionaries is brought to you by Meter - the company building better networks. Businesses today are frustrated with outdated providers, rigid pricing, and fragmented tools. Meter changes that with a single integrated solution that covers everything wired, wireless, and even cellular networking. They design the hardware, write the firmware, build the software, and manage it all so your team doesn't have to.

    That means you get fast, secure, and scalable connectivity without the complexity of juggling multiple providers. Thanks to meter for sponsoring. Go to meter.com/itv to book a demo.
    ---

    IT Visionaries is made by the team at Mission.org. Learn more about our media studio and network of podcasts at mission.org.


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