The CX Live! Episode 47 - How to Use Data to Identify Opportunities and Deepen Customer Intimacy w/ Jan Mark Holzer

05/16/22 • 50 min

Description

In this episode, Jan Mark Holzer, Senior Distinguished Engineer at Red Hat Inc. explores how having a data-driven approach in your briefing strategy can help gain insights to further customize your briefing program and deepen your relationship with customers.

Highlights:

How data enables us to get a holistic view of the customer lifecycle to identify the best opportunities to engage
The importance of visualizing data in an accessible format to make it valuable to a variety of stakeholders, including tracking account activity for the sales team
How evaluating pertinent data supports briefing program teams in building more impactful agendas that achieve customer objectives
The way tools and technologies can be useful in receiving alerts or subscription updates around new engagement and activities
How the use of data can inspire a data-driven approach in other departments of the organization, streamlining various processes

Guest Thought Leader:
Jan Mark HolzerSenior Distinguished Engineer, Red Hat Inc.

Jan has been with Red Hat for over 16 years when the company had about 400 employees. It now has over 20,000. His role in Red Hat covers many areas and organizations with a focus on emerging technologies and bringing customer/partner input into the various product/engineering groups. Jan is also the lead for Red Hat’s Executive Briefing program, focusing on strategy and continuous innovation to uplevel the experience. He consults on many of Red Hat’s executive programs and initiatives. In his role as a member of Red Hat’s CTO office he was also the architect for Red Hat’s relationship with Boston University and the creation of the Red Hat and BU Collaboratory. He works closely with many of Red Hat’s largest accounts and partners to help them deliver innovative open source solutions to solve their business challenges.

Description

Highlights:

How data enables us to get a holistic view of the customer lifecycle to identify the best opportunities to engage
The importance of visualizing data in an accessible format to make it valuable to a variety of stakeholders, including tracking account activity for the sales team
How evaluating pertinent data supports briefing program teams in building more impactful agendas that achieve customer objectives
The way tools and technologies can be useful in receiving alerts or subscription updates around new engagement and activities
How the use of data can inspire a data-driven approach in other departments of the organization, streamlining various processes

Guest Thought Leader:
Jan Mark HolzerSenior Distinguished Engineer, Red Hat Inc.

Previous Episode

The CX Live! Episode 46 - Building Trust with Sales to Develop Customer-Focused, Outcome-Based Agendas w/ Nathan Pisik

Description

In this episode, Nathan Pisik, Global Strategy Senior Advisor for the Dell Technologies Executive Briefing Program discusses the importance of building trust with the sales team to create customer-focused briefing agendas, that will ultimately help sales reach their goals and elevate the experience for customers.

Highlights:

The importance of having a collaborative partnership with the sales team to establish a focus for the briefing agenda, especially as virtual briefings are shorter than in-person briefings
How briefing program managers can benefit from understanding the perspective of the sales team and use sales focused terminology to capture customer specific details and build trust with them
The value of embracing the ‘why’ to create meaningful briefings that address the customer’s objectives while clearly communicating your company’s purpose
How developing a methodology to offer an outcome-based topic catalog along with suggested discussion blocks that are delivered by qualified discussion leaders ensures global consistency

Guest Thought Leader:
Nathan PisikGlobal Strategy Senior Advisor, Dell Technologies
Based out of Headquarters in Round Rock, Texas, Nathan is responsible for leading Dell Technologies global content & Messaging strategy for the EBP, managing Briefing Consultant Enablement and training across Dell Technologies 11 global locations, and serving as a Discussion Leader facilitating and presenting in C-level executive briefings for Dell Technologies’s largest Enterprise customers around the world. Nathan holds Bachelor’s degrees in International Business and Chinese Language Studies from Texas A&M University. And he has served on the Round Rock Chamber of Commerce representing Dell Technologies for the last two years and has held a seat on the Board of Directors for the Texas Homeless Network, the largest Homeless advocacy group in the State of Texas since 2018. Recently Nathan was a first-time session leader at the ABPM Spring Conference.

Next Episode

The CX Live! Episode 48 - Strategies for Building Global Centers to Evolve the Experience w/ Simon Grice

Description

In this episode, Simon Grice, Senior Director in the Chief Innovation Office at ServiceNow discusses how to build a global briefing center program to support company objectives and customer success, capable of evolving with the organization.

Highlights:

How to set a clear vision for reimagining the customers’ experience while aligning to your corporate brand and values
The importance of understanding that re-designing a briefing space takes time, and the value in patience when building global briefing centers
How to adapt the briefing center to its region and work with executive leadership around the world
The process of building brand new briefing centers from start to finish, and how to leverage technology to improve storytelling
How to create innovative and dynamic spaces such as boardrooms, theatres, broadcast studios or spaces for strategy sessions

Guest Thought Leader:
Simon GriceSenior Director at Chief Innovation office, ServiceNow
In his role, Simon oversees the global Executive Briefing Program and also an internal creative agency called the Story Studio. Simon supports organizations in their efforts to transform, modernize and create a better experience for customers and employees. He is a hands-on practitioner who is passionate about making the world work better for everyone. Prior to joining ServiceNow, Simon was the Director of Project & Portfolio Management at CA Technologies. At CA, Simon performed several key roles focused on the integrated set of software systems that together optimize the resource utilization, presentation, and delivery of IT services. Simon’s 20+ years of enterprise software business experience began at Chorus Application Software, providing ERP solutions to a diverse range of vertical markets, where he was an implementation manager responsible for over 30 successful deployments of the software. His resume includes gaining government experience working as Lead Planner at Winfrith Nuclear site, run by the United Kingdom Atomic Energy Agency.