Certinia's Raju Malhotra argues that most professional services firms are investing in AI before they have fixed the data problems underneath it. Here is why that is backwards and what to do instead.
As services organizations grapple with Artificial Intelligence (AI), DJ Paoni, CEO of Certinia, speaks with Jay Laabs, CEO of its customer Spaulding Ridge, about the leadership, data, and culture shifts needed to turn AI hype into real business outcomes.
Customer Success Managers have it rough. We ask them to be like chameleons, constantly changing colors to suit every situation. Kate Alger of Certinia asks, can one person master the many roles of the modern CSM? Yes, but not alone.
Todd Kisaberth of Certinia explores how to operationalize Customer Success by breaking down silos and integrating CS principles to deliver consistent value and boost long-term customer loyalty.
Certinia's Todd Kisaberth makes the case for a Customer Success team - with four clear reasons why.
The shift from selling products to offering services has transformed industries globally. Certinia CEO DJ Paoni breaks down the eight key principles businesses need to embrace to thrive in the Services Era.
Professional Services Organizations are facing an uncertain era - but research points to actions that can provide stability. Certinia's Andy Campbell drills down into the data findings.
The path to customer success isn't a smooth one. For business leaders losing sleep over ways to maintain consumer loyalty, Certinia's Kate Alger has three important questions...
The focus for customer-centricity has to be alignment on shared goals and data. Certinia's Ravi Narula shares three steps to get there.
Scott Brown of Certinia argues for a single source of certainty - and details the power of knowledge from running Services-as-a-Business.
Todays business leaders know the reality of automating Professional Services is a challenging one. FinancialForce's Scott Brown shares examples from two companies who have made the most of visibility and data to make decisions based on evidence, not anecdotes.
As workforce disruption continues, how can business leaders make the most of key data and ensure knowledge workers feel informed and creative rather than disengaged? FinancialForce's Simon Jones shares critical ways that can help to retain and support talent while keeping businesses afloat.
Are you a leader or a follower? Scott Brown of FinancialForce points to four characteristics being shown by leaders in the services sector - and what makes them stand out.
