Eps.39 | Customer Experience: Driving Growth Through Experience-Led Strategies with Mikhail Dubov, Co-Founder at Chattermill

A must-listen for: Marketing technology leaders, broadcast media executives, and digital transformation specialists. In this episode, Tim Bond speaks with Emily Latham, former head of MarTech at Channel 4, and Giorgio Tacchia, MD at Globant, about the shift from content-first to audience-first strategies in broadcasting. Emily shares how Channel 4 achieved a 36% increase in viewer engagement per marketing pound spent, while Giorgio offers insights from scaling a streaming platform to 60 million users. Join the conversation as Emily and Giorgio discuss: - Moving from broadcast marketing to data-led audience engagement - Building a digital centre of excellence and cross-functional teams - Using customer data platforms to drive personalised experiences - The role of experimentation and measurement in marketing - How generative AI is reshaping content creation and distribution - The future of synthetic data and audience targeting Timestamps: 00:00 Introduction to audience life cycle 00:54 Meet the guests: Emily Latham and Giorgio Tacchia 01:35 Shifting from content-first to audience-first strategies 04:59 Challenges in digital transformation 07:48 Building a digital centre of excellence 11:43 KPIs and marketing efficiency 24:58 Leveraging AI in media and marketing 33:33 The future of AI and synthetic data Want to learn more? Visit Globant's website: https://www.globant.com Connect with Emily Latham on LinkedIn: https://www.linkedin.com/in/emily-latham-4a58738/ Connect with Giorgio Tacchia on LinkedIn: https://www.linkedin.com/in/giorgio-tacchia-7a4889/ Connect with Tim Bond: https://www.linkedin.com/in/tngbond/ If you like our podcast, please do follow us and rate each episode. Do you have burning topics or questions you'd like us to explore on the podcast? Email our team at [email protected] Find out more about TechPros.io: https://techpros.io/ Upcoming Events and Roundtables: https://techpros.io/virtual-experiences/ Join our budding podcast community on LinkedIn: https://www.linkedin.com/company/enterprise-thought-leadership/

A must-listen for: HR and L&D leaders, managers working with early-career professionals, and anyone interested in creating better cross-generational workplace relationships. In this episode, Tim Bond speaks with Katie Mahony, Global Product Director at Development Beyond Learning (DBL), about the challenges and opportunities of managing a multi-generational workplace. Katie, a former world championship medallist in modern pentathlon, shares her insights on workplace dynamics and generational differences, particularly focusing on Gen Z's experiences and needs.  Join the conversation as Katie discusses: - Why 40% of Gen Z workers report feeling stressed at work - The impact of social media and technology on workplace expectations - Essential skills for bridging generational communication gaps - Creating effective learning environments for early-career professionals - DBL's new Elevate programme for smaller organizations Resources: Different generations ‘clean your room’ video: https://www.youtube.com/watch?v=p77S6At11Pk Timestamps: 00:00 Introduction: Gen Z stress and social media addiction 00:42 Meet Katie Mahony: From athlete to consultant 01:49 Katie's career journey and insights 07:01 The changing workplace: Digital disruption and hybrid working 10:08 Generational challenges and training solutions 14:55 Understanding and supporting Gen Z in the workplace 30:53 DBL Elevate: Innovative training programs 33:46 Conclusion: The importance of human skills Want to learn more? Visit DBL's website: https://developmentbeyondlearning.com Connect with Katie Mahony on LinkedIn: https://www.linkedin.com/in/kate-mahony-houston-60456411/ Connect with Tim Bond: https://www.linkedin.com/in/tngbond/ If you like our podcast, please do follow us and rate each episode. Do you have burning topics or questions you'd like us to explore on the podcast? Email our team at [email protected] Find out more about TechPros.io: https://techpros.io/ Upcoming Events and Roundtables: https://techpros.io/virtual-experiences/ Join our budding podcast community on LinkedIn: https://www.linkedin.com/company/enterprise-thought-leadership/

A must-listen for: Sales and marketing leaders, ABM practitioners, and technology implementation professionals looking to transform their go-to-market approach. In this episode, Tim Bond speaks with Meggie Rohan, Head of Global Delivery at 6sense, about the critical success factors for implementing account-based marketing technology. Drawing from her nine years of experience, Meggie shares practical insights on securing leadership buy-in, managing organisational change, and achieving measurable ROI with 6sense. Join the conversation as Meggie discusses: The shift from traditional lead-based approaches to account-based strategies Key steps for successful implementation and adoption How to align sales and marketing teams around ABM Practical examples of organisations transforming their go-to-market approach The role of AI in qualifying leads and automating SDR tasks Building a strong business case for ABM technology investment Timestamps: 00:50 Exploring 6sense with Meggie Rohan 01:43 Meggie Rohan's journey to 6sense 01:57 Role and responsibilities at 6sense 02:33 Customer success and implementation services 03:08 Customer experience journey with 6sense 03:51 Meggie's career before 6sense 05:19 Day-to-day work as head of commercial customer success 06:35 Steps to ensure customer success 08:29 Pre-sale involvement and educating prospects 12:00 Implementation and change management 15:48 Sales and marketing alignment 28:51 Leveraging AI and predictive models 33:31 Advice for marketing leaders considering 6sense Want to learn more? Visit 6sense website: https://6sense.com/ Connect with Meggie Rohan on LinkedIn: https://www.linkedin.com/in/meggierohan/ Connect with Tim Bond: https://www.linkedin.com/in/tngbond/ If you like our podcast, please do follow us and rate each episode. Do you have burning topics or questions you'd like us to explore on the podcast? Email our team at [email protected] Find out more about TechPros.io: https://techpros.io/ Upcoming Events and Roundtables: https://techpros.io/virtual-experiences/ Join our budding podcast community on LinkedIn: https://www.linkedin.com/company/enterprise-thought-leadership/

A must-listen for: B2B sales leaders, marketing professionals, and revenue operations teams looking to increase win rates through data-driven selling. In this episode, Tim Bond speaks with Andy Champion, Senior Vice President of International Sales at 6sense, about how modern B2B sales teams can increase their win rates through intelligent targeting and early engagement. Andy shares insights from his journey from British military officer to sales leadership, explaining how technology and human connection combine to create winning sales strategies. Join the conversation as Andy discusses: Why early engagement leads to 84% win rates in B2B sales How buying groups now spend only 17% of their time with vendors The importance of multi-threading relationships across buying groups Ways to achieve 12-15x higher meeting conversion rates Strategies for sales and marketing alignment The role of AI in amplifying human sales capabilities Timestamps: 01:47 Meet Andy Champion: From military to sales leadership 03:39 The evolution of sales techniques 05:30 The role of technology in sales 08:06 Insights from the Breakthrough conference 09:15 Leveraging AI in sales 12:57 The importance of intent data 19:14 Setting up for success with 6sense 23:40 Aligning sales and marketing for optimal results 26:48 Driving towards success: Shared objectives and reporting 28:16 Measuring success: Individual vs blueprint approaches 30:04 Understanding ideal customer profiles (ICP) 32:03 The rise of buying groups 38:29 Building relationships with multiple stakeholders 45:57 Sales and marketing collaboration 52:05 Adapting to changing sales environments 55:19 Key takeaways and final thoughts Want to learn more? Visit 6sense website: https://6sense.com/ Connect with Andy Champion on LinkedIn: https://www.linkedin.com/in/andychampion/ Connect with Tim Bond: https://www.linkedin.com/in/tngbond/ If you like our podcast, please do follow us and rate each episode. Do you have burning topics or questions you'd like us to explore on the podcast? Email our team at [email protected] Find out more about TechPros.io: https://techpros.io/ Upcoming Events and Roundtables https://techpros.io/virtual-experiences/ Join our budding podcast community on LinkedIn: https://www.linkedin.com/company/enterprise-thought-leadership/

A must-listen for: CFOs, finance leaders, and accounts payable professionals looking to modernise their operations. In this episode, Tim Bond speaks with Daniel de Sousa, CEO of Rillion, about the transformative impact of AI and automation on finance functions. De Sousa highlights the inefficiencies in current accounts payable processes and explains how Rillian’s platform can reduce processing time by 70% and handle 20% more invoices without additional staff. The conversation covers the journey from manual to automated operations, the benefits of rule-based and AI-driven automation, and the significant ROI achieved by Rillion’s clients. Additionally, de Sousa delves into fraud detection, compliance, and the evolving role of finance as a strategic partner in business. This episode provides valuable insights for CFOs and finance professionals seeking to modernize their operations. Join the conversation as Daniel discusses: • The current state of accounts payable automation across different regions • How rule-based and AI-driven automation complement each other • Practical approaches to reducing manual processing in finance • Methods for detecting and preventing fraud in accounts payable • The implementation journey and typical timeframes • Return on investment and measurable benefits • The future of finance function and the role of generative AI Timestamps: 00:54 The state of accounts payable automation 01:37 Daniel's journey to CEO 03:39 Rillion's offerings and market position 05:19 Current state of AP automation across regions 07:53 Rillion's unique approach to automation 11:01 AI and rule-based automation in AP 14:31 Customer journeys and implementation 24:37 Insights and ROI with Rillion 33:32 Future of finance and AI Want to learn more? Visit Rillion’s website: https://www.rillion.com/ Connect with Daniel de Sousa on LinkedIn: https://www.linkedin.com/in/danield11/ Connect with Tim Bond: https://www.linkedin.com/in/tngbond/ If you like our podcast, please do follow us and rate each episode. Do you have burning topics or questions you'd like us to explore on the podcast? Email our team at [email protected] Find out more about TechPros.io: https://techpros.io/ Upcoming Events and Roundtables https://techpros.io/virtual-experiences/ Join our budding podcast community on LinkedIn: https://www.linkedin.com/company/enterprise-thought-leadership/

A must-listen for: Transport planners, road safety managers, urban mobility professionals, and city officials working to create safer, more efficient cities. In this episode, Tim Bond speaks with Matt Shaw, from VivaCity, about how smart camera technology and data analytics are helping cities prevent accidents before they happen. Matt explains how their technology analyses traffic patterns and identifies potentially dangerous areas, helping authorities make informed decisions about road safety improvements. Join the conversation as Matt discusses: How VivaCity evolved from a Cambridge University project to working with transport authorities worldwide The striking decline in children walking to school - from 80% in 1971 to just 2% today Using privacy-compliant smart cameras to monitor road safety Real examples of how cities are using data to make roads safer The role of computer vision in understanding road user behaviour Success stories from Transport for West Midlands and Transport for London The Vision Zero initiative and creating safer cities for all Timestamps: 00:43 Meet Matt Shaw from VivaCity 01:04 VivaCity's technology and road safety 01:45 Matt's background and journey 02:52 The founding and evolution of VivaCity 04:46 From counting cars to road safety 06:33 Understanding road safety challenges 11:58 Privacy and data protection 16:00 Global success stories 36:22 Vision Zero and future trends Want to learn more? Visit VivaCity's website: https://vivacitylabs.com Connect with Matt Shaw: https://www.linkedin.com/in/mattjrshaw/ Connect with Tim Bond: https://www.linkedin.com/in/tngbond/ If you like our podcast, please do follow us and rate each episode. Do you have burning topics or questions you'd like us to explore on the podcast? Email our team at [email protected] Find out more about TechPros.io: https://techpros.io/ Upcoming Events and Roundtables: https://techpros.io/virtual-experiences/ Join our budding podcast community on LinkedIn: https://www.linkedin.com/company/enterprise-thought-leadership/

A must-listen for: SAP administrators, IT operations leaders, and CIOs responsible for managing complex SAP environments. In this episode, Tim Bond speaks with Brenton O'Callaghan, Chief Customer Officer, and Andreas Vermeulen, Head of AI at Avantra, about how enterprises can leverage AI and automation to revolutionise their SAP operations. Brenton and Andreas discuss Avantra's evolution from an observability platform to an AI-powered AIOps solution that can significantly reduce SAP downtime and boost operational efficiency. Join the conversation as Brenton and Andreas explore: - The key challenges enterprises face in managing complex SAP environments - How Avantra's AIOps platform optimizes SAP landscape management  - The concept of private AI and its importance for data security - The role of AI agents in automating routine tasks and providing insights - Real-world examples of how Avantra has helped customers reduce downtime and save millions - A sneak peek into Avantra 25 and the upcoming Avantra Global Summit Timestamps: 00:00 Introduction to Avantra Global Summit 01:32 Meet the experts: Brenton O'Callaghan and Andreas Vermeulen 05:03 Challenges in managing SAP environments 07:41 The role of AI in SAP operations 11:36 Customer success stories 15:16 Private AI and dederated learning 24:09 The Rise of AI-Powered Agents 25:35 Augmented workers: enhancing efficiency 28:24 Federated learning and specialized AI 30:11 Automation in finance and marketing 31:57 Business continuity and AI integration 36:06 Adapting to AI-augmented roles 40:05 Avantra 25: innovations and future directions 45:25 Global Summit and final thoughts Want to learn more? Visit Avantra's website: https://www.avantra.com Connect with Brenton O'Callaghan on LinkedIn: https://www.linkedin.com/in/bocallaghan/ Connect with Andreas Vermeulen on LinkedIn: https://www.linkedin.com/in/andreasvermeulen/ Connect with Tim Bond: https://www.linkedin.com/in/tngbond/ If you like our podcast, please do follow us and rate each episode. Do you have burning topics or questions you'd like us to explore on the podcast? Email our team at [email protected] Find out more about TechPros.io: https://techpros.io/ Upcoming Events and Roundtables: https://techpros.io/virtual-experiences/ Join our budding podcast community on LinkedIn: https://www.linkedin.com/company/enterprise-thought-leadership/

A must-listen for: Operations leaders, service providers, and anyone interested in business process transformation and AI implementation. In this episode, Tim Bond speaks with Kit Cox, Founder and CTO of Enate, about how their platform is helping service providers drive efficiency up by 20%. Kit explains how Enate helps orchestrate work, provide visibility, and leverage AI to transform service delivery whilst promoting consistency rather than standardisation across disparate operations. Join the conversation as Kit discusses: - The importance of orchestrating work between resources - Strategies to achieve 20% operational efficiency gains - The role of AI in service delivery and how to operationalise it effectively - The value of a data-driven approach to process improvement - Insights into successful global implementations and ROI Key takeaways: - The three stages of transformation: operationalise, optimise, and automate - The importance of establishing control before implementing automation - How Enate's platform can help manage service delivery across multiple countries and languages Timestamps: 00:31 Guest Introduction: Kit Cox of Enate 01:56 Kit Cox's Background and Career Journey 03:04 Understanding Business Process Orchestration 05:25 The Role of People in Business Transformation 06:15 How Enate Helps Organizations 07:19 Challenges in Business Process Management 13:55 Real-World Success Stories with Enate 20:11 Implementing Enate: A Step-by-Step Guide 28:23 Leveraging AI and Gen AI in Service Delivery 40:50 Engaging with Innate: Tips for Operational Leaders 45:47 Conclusion and Final Thoughts Want to learn more? Visit Enate's website: https://www.enate.io/ or https://www.linkedin.com/company/enate/ Connect with Kit Cox on LinkedIn: https://www.linkedin.com/in/kit-cox/ Connect with Tim Bond: https://www.linkedin.com/in/tngbond/ If you like our podcast, please do follow us and rate each episode. Do you have burning topics or questions you'd like us to explore on the podcast? Email our team at [email protected] Find out more about TechPros.io: https://techpros.io/ Upcoming Events and Roundtables: https://techpros.io/virtual-experiences/ Join our budding podcast community on LinkedIn: https://www.linkedin.com/company/enterprise-thought-leadership/

A must-listen for: HR leaders, People Analytics professionals, and business executives interested in leveraging AI to enhance employee experience and organisational performance. In this episode, Tim Bond speaks with David Barrett, Founder and CEO of Welliba, about how AI and advanced analytics are revolutionising employee experience and engagement. David explains how Welliba's innovative approach combines real-time data collection with generative AI to provide personalised coaching and actionable insights at scale. Join the conversation as David discusses: - The evolution of employee engagement practices and the shift towards real-time, personalised approaches - How AI and machine learning are transforming traditional HR processes - The critical role of ethical AI and privacy-by-design in employee experience platforms - Practical examples of how organisations are using Welliba to improve retention, trust, and overall employee satisfaction - The future of AI-driven employee experience and its potential impact on organisational success Timestamps: 00:00 Introduction and David's background 04:00 The evolution of employee experience measurement 08:00 Welliba's approach to AI-driven employee engagement 15:00 Ethical considerations and privacy-by-design in AI systems 24:00 Implementation process and customer success stories 32:00 The future of AI in employee experience 39:00 Closing thoughts and contact information Want to learn more? Visit Welliba’s website: https://www.welliba.com/ Connect with David Barrett on LinkedIn: https://www.linkedin.com/in/davidbarrettireland/ Connect with Tim Bond: https://www.linkedin.com/in/tngbond/ If you like our podcast, please do follow us and rate each episode. Do you have burning topics or questions you'd like us to explore on the podcast? Email our team at [email protected] Find out more about TechPros.io: https://techpros.io/ Upcoming Events and Roundtables https://techpros.io/virtual-experiences/ Join our budding podcast community on LinkedIn: https://www.linkedin.com/company/enterprise-thought-leadership/

A must-listen for: Customer experience leaders, marketing professionals, and business executives looking to drive sustainable growth. In this episode, Tim Bond speaks with Mikhail Dubov, Co-Founder and CEO of Chattermill, about how their company is revolutionising customer experience intelligence. As organisations face the challenge of extracting actionable insights from unstructured customer feedback, Mikhail explains how Chattermill helps identify key drivers of customer satisfaction and loyalty. Discover their approach to experience-led growth, leveraging AI and machine learning, and creating a customer-centric culture. Join the conversation as Mikhail discusses: The importance of experience-led growth in today's business landscape Strategies to analyse and act on unstructured customer feedback data The role of AI and machine learning in customer experience intelligence Building a customer-centric culture within organisations Insights into successful case studies and ROI of experience-led growth Want to learn more? Visit Chattermill's website: https://chattermill.com/ Connect with Mikhail Dubov on LinkedIn: https://www.linkedin.com/in/mdubov/ Connect with Tim Bond: https://www.linkedin.com/in/tngbond/ If you like our podcast, please do follow us and rate each episode. Do you have burning topics or questions you'd like us to explore on the podcast? Email our team at [email protected] Find out more about TechPros.io: https://techpros.io/ Upcoming Events and Roundtables: https://techpros.io/virtual-experiences/ Join our budding podcast community on LinkedIn: https://www.linkedin.com/company/enterprise-thought-leadership/ Timestamps 02:06 Mikhail's Journey to Founding Chattermill 03:38 The Importance of Customer Experience 05:31 How Chattermill Analyzes Customer Feedback 09:54 Implementing Chattermill in Enterprises 27:25 Experience-Led Growth and Its Benefits 41:54 Conclusion and Final Thoughts