The Professional Services Pursuit

Ep. 115 - SaaS Is Under Fire: Who Survives the AI Shift, and Why It Matters for Services Leaders w/ Michael Speranza

Thu, 16 Apr 2026 14:00:00 GMT

AI isn’t just disrupting SaaS, it’s forcing a fundamental rethink of what software is actually worth. In this episode, Brent sits down with Kantata CEO Michael Speranza to unpack the growing tension across the market: buyers questioning why they should pay for software they think AI can build, and boards pushing leaders to prove long-term, defensible value. The conversation goes beyond the hype to explore what truly survives in an AI-driven world, and why the future of SaaS has far less to do with code and far more to do with context.

Key Topics Covered

The new “build vs. buy” reality: Why buyers are questioning SaaS in the age of AI, and where that thinking falls short
Who’s actually at risk: The types of SaaS companies most vulnerable in this shift (and why)
The death of code as a moat: How value is moving from product to data, workflows, and domain expertise
Context as the new advantage: Why owning deep customer understanding is becoming the ultimate differentiator
What survives — and wins: The traits of SaaS companies that will endure and thrive in an AI-driven market

Read Michael’s recent article, AI Is Coming for SaaS. Just Not the Way You Think to learn more about this topic and his perspective on the SaaSpocalypse.

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Ep. 114 - Women’s History Month: 3 Women, 3 Paths to Leadership and Impact w/ Lauren Langston, Jennifer Schutz and Melissa Korzun

Thu, 26 Mar 2026 14:00:00 GMT

In honor of Women’s History Month, this episode features three very accomplished female leaders — Jennifer Schutz, Lauren Langston, and Melissa Korzun — sharing candid insights on their career journeys, pivotal moments, and the mindset shifts behind their success. The conversation highlights how growth comes not from linear paths, but from embracing opportunity, building confidence, and leading with authenticity.

Key Topics Covered

How curiosity, adaptability, and unplanned opportunities shape successful careers
Why leaning into challenges accelerates growth and opens new doors
The role of self-awareness and authenticity in effective leadership
The shift from execution to communication, influence, and alignment as you grow
How to reframe setbacks as learning opportunities

Book Recommendations for Leadership & Career Growth

Melissa’s Recommendations

Crucial Conversations — Kerry Patterson, Joseph Grenny, Ron McMillan & Al Switzler
Radical Candor — Kim Scott
The Secrets of Six-Figure Women — Barbara Stanny
Switch — Chip Heath & Dan Heath
Lead with a Story — Paul Smith

Jennifer’s Recommendations

Nice Girls Don’t Get the Corner Office — Lois P. Frankel
Extreme Ownership: How U.S. Navy SEALs Lead and Win — Jocko Willink
How Women Rise — Sally Helgesen & Marshall Goldsmith
The 48 Laws of Power — Robert Greene
Your Brain at Work — David Rock

Lauren’s Recommendations

Designing Your Life — Bill Burnett & Dave Evans
Powerful — Patty McCord
Amp It Up — Fred Slootman
Scaling People — Claire Hughes Johnson
Conscious Business — Fred Kofman

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Ep. 113 - Operationalizing AI in Consulting: Governance, Talent Shifts & the Move to Outcome-Based Pricing w/Tom Rodenhauser

Thu, 05 Mar 2026 15:00:00 GMT

AI is no longer a futuristic add-on for consulting firms, it’s reshaping how firms operate, price, hire, and deliver outcomes.

In this episode Brent sits down with Tom Rodenhauser of K2 Consulting Research (formerly Kennedy Intelligence) to unpack what’s actually happening inside consulting firms as they operationalize AI. From boutique firms building knowledge engines that rival global players, to the governance structures required to protect client trust, to the accelerating shift away from time-based billing, this conversation separates hype from reality.

Key Topics Covered

How boutique firms are competing with global giants
The changing role of consultants (especially junior talent)
Governance isn’t optional, it’s the prerequisite for trust.
Transparency as a competitive advantage
Outcome-based pricing is the future, but only for firms that can clearly define and measure results.
Measurable internal impact and the time savings creating space for higher-value conversations and business development

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Ep. 112 - Reinventing Agency Value for What’s Next w/ Caroline Johnson, Patricia Rothenberg and Michael Farmer

Thu, 19 Feb 2026 15:00:00 GMT

In this special compilation episode, Brent revisits three powerful conversations with leaders who have fundamentally reimagined how agencies price, position, and deliver value. As AI accelerates productivity, procurement squeezes margins, and time-based billing becomes increasingly commoditized, one thing is clear: the traditional agency model is under pressure. The firms that redefine themselves as performance partners, not effort vendors, are pulling ahead.

From valuation strategy to operational reinvention, this episode explores what it really takes to make the shift from selling hours to selling impact.

In this episode, you’ll hear:

Caroline Johnson, the Co-Founder of The Business Model Company discussing why selling time suppresses valuation — and how business model design can double or even triple firm multiples. (Ep. 63)
Patricia Rothenberg, Global COO and General Counsel of renowned creative agency 72andSunny shares how they were able to eliminate individual timesheets and train teams to sell value instead of labor. (Ep. 94)
Michael Farmer, Author of Madison Avenue Manslaughter and Madison Avenue Makeover - and the leader of Management consulting firm Farmer & Company provides practical lessons on leading scope discussions around outcomes—not procurement-driven deliverables—and what changes operationally when agencies focus on impact over hours. (Ep. 48)

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Ep. 111 - Consulting M&A Trends for 2026 w/ Ramone Param

Thu, 05 Feb 2026 15:00:00 GMT

In this episode of The Professional Services Pursuit, Brent is joined once again by Ramone Param, Managing Director at Kennedy M&A, to kick off a new series focused on mergers and acquisitions in professional services. Together, they reflect on the 2025 M&A landscape and look ahead to what 2026 holds for consulting firms navigating economic uncertainty, AI-driven disruption, and shifting buyer expectations. Ramone shares firsthand insights from the deal market, offering a clear view of where momentum is building, what buyers are prioritizing, and how firms can position themselves for stronger valuations in the year ahead.

Key topics covered in this episode:

What changed in 2025—and why optimism is returning in 2026
Where buyer demand is strongest
The shift from buying headcount to acquiring AI-enabled consultants, proprietary data, and differentiated intellectual property
New value drivers in consulting valuations
Ramone’s outlook on a potential transformational, cross-functional deal that could redefine the professional services landscape

You can find Ramone’s newsletter by visiting: https://www.linkedin.com/in/ramoneparam/

Learn more about Kennedy M&A here: https://www.k2consultingresearch.com/ma-advisory

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Ep. 110 - A Crawl–Walk–Run Path to Outcome-Driven Services w/ Melissa Korzun

Thu, 22 Jan 2026 17:39:20 GMT

AI is rewriting the rules of professional services. As delivery time compresses and impact accelerates, traditional pricing models — T&M, fixed-fee, retainers — are starting to break.

In this episode, Banoo is joined by Melissa Korzun, Kantata’s VP of Industry Solutions to explore what outcome-driven delivery really looks like in an AI-powered services world. When utilization is no longer the scoreboard, firms are being judged on time to value, customer lifetime value, and portfolio ROI.

We cover:

How to redesign service offerings and commercial models around measurable outcomes
What changes when delivery becomes hybrid across humans and AI agents
Why sales, delivery, and ops must evolve together—not in silos
A practical crawl-walk-run approach to transformation
How transparency and accountability become margin protectors, not overhead

The firms that win next won’t just deliver faster—they’ll make outcomes visible, repeatable, and profitable. This episode shows how to get there.

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Ep. 109 - A Practical Approach to Technology Decisions That Stand the Test of Change w/ Shawn Windle

Thu, 08 Jan 2026 15:00:00 GMT

In this episode of The Professional Services Pursuit, host Brent sits down with Shawn Windle, Founder and Managing Principal of ERP Advisors Group, to unpack a challenge nearly every professional services firm is grappling with: how to choose technology that delivers relief today and provides support for the needs of tomorrow. Drawing on hundreds of ERP and PSA implementations, Shawn shares candid insights into what works, what doesn’t, and how leaders can avoid costly missteps while laying the groundwork for scalable, long-term success.

Key topics covered in this episode:

The people, process, and growth signals that indicate when it’s time to outgrow mid-level systems
Why firms that delay investing in core systems risk falling behind as AI adoption accelerates
The hidden dangers of overshooting your actual business needs with overly complex platform
A pragmatic framework leaders can use to make smarter, more confident technology decisions

Visit ERP Advisors Group to learn more about their services and schedule a consultation.

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Ep. 108 - The Evolving Role of the CFO: Driving Strategy, Operational Clarity & Scalable Growth w/ Steve De Santis & Dave Ristow

Thu, 18 Dec 2025 15:00:00 GMT

In this episode of The Pursuit Power Half Hour, Brent sits down with two seasoned CFOs, Steve DeSantis and Dave Ristow, to explore how the role of finance leadership has rapidly expanded across professional services. They discuss how CFOs are now expected to shape strategic direction, unify systems and data, strengthen delivery operations, and build tech stacks that can sustain long-term growth.

Key topics covered include:

How the CFO role has evolved from traditional financial oversight to strategic operator
The challenges of rapid growth and how unified tools (PSA, ERP, BI) restore clarity and control.
How CFOs partner with operations and delivery leaders
Signs it’s time to evolve your tech stack
Advice for CFOs on owning the enterprise tech stack, preparing for AI-enabled operations, and building companies that can scale through multiple stages of investment.

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Ep. 107 - The Five 2026 Anti-Trends Professional Services Leaders Need to Hear w/ Brian Sommer

Thu, 04 Dec 2025 15:00:00 GMT

In this episode of the Professional Services Pursuit podcast, host Banoo sits down with industry analyst and longtime consulting leader Brian Sommer to break down the five critical “anti-trends” professional services firms must confront heading into 2026. Instead of following the overhyped AI narratives dominating the market, Brian challenges firms to rethink how they present expertise, differentiate themselves, and build credibility in an era where clients are more informed and more skeptical than ever.

Key Topics Covered in This Episode:

Why firms must stop selling AI solutions in 2026 the same way they did in 2025
How to “show, not tell” the real art of the possible with AI
Why sharing your firm’s internal AI journey is essential for credibility
The importance of proprietary intellectual property
The need to rethink your firm’s value proposition and commercial model

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Ep. 106 - The Billable Hour Is Dying: A New Era of Delivery Health Metrics w/ Kyle Sandine

Thu, 20 Nov 2025 15:00:00 GMT

What if the billable hour is hiding the real health of your delivery organization? In this episode, we talk with Kyle Sandine, Associate Director of PMO and Delivery Center of Excellence at Adage Technologies, about why utilization and chargeability no longer tell the full story of project success. Kyle shares how Adage is shifting from time-and-materials to value-driven delivery, how project sentiment and real-time data strengthen outcomes, and why modern PMOs must evolve beyond traditional metrics to stay competitive.

We cover:

The hidden costs of high utilization, and what leaders should watch for
A practical framework for tracking delivery health beyond spreadsheets
How to embed pulse checks to spot and mitigate risk early
Navigating client maturity in value-based engagements
Why team satisfaction is the key to scalable, repeatable success

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Ep. 105 - From Blind Spots to Breakthroughs: The Power of Benchmarking w/ Charles Gustine & Connor Budden

Thu, 06 Nov 2025 15:00:00 GMT

Professional services leaders are constantly balancing growth, delivery, and profitability, but what if the biggest opportunities are hiding in plain sight?

In this episode, Charles Gustine, Director of Customer and Market Insights at Kantata, and Connor Budden, Global Director at Service Performance Insight (SPI), explore how benchmarking helps firms uncover hidden inefficiencies, strengthen leadership, and transform performance across every area of the business.

Recorded live at Kantata Converge, this conversation draws on decades of SPI’s benchmarking insights and unveils SPI Insight, a breakthrough integration that brings real-time benchmarking directly into the Kantata platform.

In this episode, you’ll learn:

Why benchmarking matters — and how top-performing services firms use data to turn blind spots into breakthroughs.
The five pillars of performance maturity — leadership, client relationships, talent, service execution, and operations.
Real-world stories of firms uncovering costly inefficiencies and driving measurable improvements.
How AI is reshaping benchmarking — delivering faster, smarter, and more contextual decision-making.
A first look at SPI Insight — the new embedded benchmarking capability within Kantata that turns data into real-time guidance.

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Ep. 104 - How to Build Scalable Resource Models Without Burning Out Your Teams w/ Julie Grove

Thu, 23 Oct 2025 14:00:00 GMT

In this episode, Banoo sits down with Julie Grove, Senior Manager of Resource Management at Anthology, to unpack how to centralize resource management without losing flexibility or local autonomy. Julie shares her five-step blueprint for building trust, conducting maturity assessments, and designing scalable governance models that prevent burnout and keep teams aligned.

You’ll learn:

Why trust and relationships come first in any centralization effort
How to use the RMI Maturity Model to assess readiness for change
Ways to design governance that balances global consistency with local adaptability
How to protect engagement and efficiency at the same time

Plus, watch Julie demo how she uses Kantata daily to balance global structure with local empowerment — and deliver smarter, data-driven resource management.

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Ep. 103 - Strategies to Optimize Resource Forecasting, Skills Management, and Agility w/ Greg Hensley

Thu, 09 Oct 2025 14:00:00 GMT

Resource forecasting has never been trickier. With shifting client expectations, unpredictable markets, and outdated tools, even the most sophisticated services organizations struggle to see what’s coming next. In this episode, Brent sits down with Greg Hensley of the Resource Management Institute and RTM Consulting to unpack why traditional forecasting falls short, and how data, process, and AI can help you plan with confidence instead of instinct.

Tune in to learn:

Why resource forecasting is under the spotlight—and how internal process gaps fuel complexity
The “Just-in-Time Resourcing” model and key takeaways from RMI’s playbook
Creating data alignment between demand and supply through roles, skills, and interlock processes
How AI and technology turn clean data into predictive, proactive insights
Practical examples of using visibility and automation to boost agility and profitability

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Ep. 102 - Preparing for the Future of Professional Services w/ Fortuné Alexander and Bo DiMuccio

Thu, 25 Sep 2025 14:00:00 GMT

The professional services industry is evolving at record speed — is your firm ready to keep pace? In this special episode, we bring you the recording of an expert-led discussion with Bo DiMuccio, VP of Professional Services Research at TSIA, and Fortuné Alexander, VP of Product Marketing at Kantata. Together, they share forward-looking insights and practical guidance on what firms must do today to thrive in tomorrow’s market.

In this episode, you’ll learn how to:

Build a winning transformation strategy
Integrate AI into your operations
Adapt to emerging business models
Navigate an evolving technology landscape
Drive customer success in a new era

To learn more download a copy of the whitepaper they discussed, 3 Ways Inaction Is Holding Your Professional Services Business Back, that breaks down the real cost of standing still across three critical areas:

Reactive resourcing
Inconsistent service delivery
Inaccurate or untimely performance data

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Ep. 101 - Operational Discipline: What Separates Scaling from Stalling w/ Alex Klein and Ramone Param from Kennedy Intelligence (Part 5)

Thu, 11 Sep 2025 14:00:00 GMT

In this final installment of our Kennedy Intelligence Series, host Brent is joined once again by Alex Klein and Ramone Param to unpack the “unsexy” but mission-critical side of growth: your back office. From pricing and cash flow to governance and quality control, they reveal how operational discipline determines whether a services firm can scale past $30M, or stalls out. Drawing on decades of consulting, M&A, and scaling experience, Alex and Ramone share insider lessons on turning overlooked back office processes into engines of growth and valuation. Discover how discipline and structure, not just sales, create resilience and long-term success.

In this episode, you’ll hear about:

Why quality control is the foundation for consistency, culture, and client trust
The operational red flags that signal it’s time to professionalize your back office
When and why to bring in a CFO, COO, or board governance to sustain growth
Why cash conversion is a common Achilles heel for PS firms, and and how fixing it drives profitability and valuation
The danger of “we’ll fix operations later” thinking, and why discipline from day one pays off

Our listeners receive exclusive preferred rates on Kennedy's market research, strategic advisory, performance improvement benchmarking and M&A services that are tailored to leaders of professional services firms. Just reference Kantata and you will receive preferred pricing on any of their assets or services. Go to https://www.kennedyintel.com/ to learn more.

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Ep. 100 - Milestone Moment Q&A with Brent and Banoo

Thu, 28 Aug 2025 14:00:00 GMT

To celebrate a major milestone — our 100th episode of the Professional Services Pursuit — we flipped the script. Guest host Dominique steps out from behind the scenes to put Brent and Banoo in the hot seats.

This time, instead of asking the questions, they’re answering them, sharing candid insights drawn from years of conversations with professional services leaders and customers. From the rise of AI to the realities of change management, it’s an unfiltered look at what’s working, what’s not, and what the future holds for firms navigating constant uncertainty.

In this milestone episode, you’ll hear about:

Real-world AI applications and how they’re reshaping business models
Change management strategies that actually stick
How to prioritize when teams have competing needs
Frameworks for aligning requirements back to core business objectives
The shift from traditional metrics to predictive, outcome-based measures
Why agility, adaptability, and a clear North Star are essential in today’s climate

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Ep. 99 - The Talent Illusion of Hiring Stars vs Building Systems w/ Alex Klein and Tom Rodenhauser from Kennedy Intelligence (Part 4)

Thu, 14 Aug 2025 14:00:00 GMT

In the fourth installment of our series with Kennedy Intelligence, Brent is joined again by Alex Klein and Tom Rodenhauser to explore one of the most persistent myths in the professional services industry: the belief that hiring a few “star” performers will unlock growth. Together, they unpack why overreliance on rainmakers can be a dangerous blind spot, the cultural risks of high-profile hires, and the critical importance of building scalable systems and developing talent from within.

Key topics covered in this episode:

How overreliance on rainmakers limits growth and adds risk
Using clear value propositions, processes, and coaching to scale beyond star talent
Why big-firm hires often fail without cultural alignment
Building principal-level talent to free partners for business development
Success stories of promoting leaders from within over external hires

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Ep. 98 - Why "Client Love" Isn’t Enough to Scale Your PS Firm w/ Alex Klein and Tom Rodenhauser from Kennedy Intelligence (Part 3)

Thu, 31 Jul 2025 14:00:00 GMT

In this third episode of our series with Kennedy Intelligence, host Brent reunites with Alex Klein and Tom Rodenhauser to break down why “Client Love” alone won’t scale your consulting firm past $30M. They share hard-won insights and practical strategies for shifting from founder-driven relationships to scalable, value-based client engagement.

Key topics covered include:

The limitations of client satisfaction as a growth metric
Why firms get stuck in the ‘friends and family’ trap
Frameworks for pushing back on unprofitable client demands
Tackling client concentration risk
How to measure what really matters

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Ep. 97 - Innovation Without Compromise: IT’s Role in Securing the AI Future w/ Taison Kearney

Thu, 17 Jul 2025 14:00:00 GMT

How are today’s IT leaders adapting to the breakneck pace of AI and cybersecurity evolution? In this episode of The Professional Services Pursuit, host Banoo welcomes Taison Kearney, Chief Information Security Officer and Data Protection Officer at Kantata. With over two decades of experience, Taison shares how IT teams are shifting from traditional support roles to become strategic drivers in AI governance and cybersecurity leadership.

This conversation offers a front-line view into the challenges and opportunities that come with AI adoption, from managing risk and “shadow AI” to building future-ready security teams and becoming a trusted advisor to clients.

Key Topics Covered:

The benefits and risks of enterprise AI adoption
How the CISO role is expanding in the era of AI
Building a proactive, secure, and AI-savvy IT culture
Earning client trust through strategic security partnership

The specific risks facing professional services firms, and how data centralization helps mitigate them

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Ep. 96 - The 5-Step AI Readiness Framework for Agile Business Leaders w/ Andrew Cohen

Thu, 03 Jul 2025 14:00:00 GMT

In this episode Banoo welcomes back Andrew Cohen, EVP of Innovation & Ai at Netsurit, to explore how artificial intelligence, automation, and real-time data visibility are transforming the IT services and professional services industries. Building on their previous conversation from 2023, Andrew shares powerful insights into how the rapid evolution of AI is reshaping business agility, decision-making, and internal operations.

Key Topics Covered:

The seismic shift from digital transformation to AI-driven innovation
How organizations are overcoming data silos to centralize insights and drive business performance through advanced AI prompting and analytics
AI in action for M&A and operational agility
Change management and AI adoption strategies
Andrew’s 5-point framework for assessing AI readiness

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Ep. 95 - Turning Growth into Sustainable Profit: What Top Firms Do Differently w/ Alex Klein and Ramone Param from Kennedy Intelligence (Part 2)

Thu, 19 Jun 2025 14:00:00 GMT

In this episode, host Brent reunites with Kennedy Intelligence’s Ramone Param and Alex Klein for Part 2 of the “Breaking the $30 Million Ceiling” series. This installment dives deep into the nuances of profitability and growth, challenging the conventional wisdom of chasing top-line revenue at the expense of sustainable success.

Together, they explore how consulting and professional services firms can transition from founder-led sales to scalable growth engines. The conversation is packed with tactical advice, real-world insights, and candid reflections drawn from decades of experience in strategy, M&A, and high-growth consulting environments.

Key Topics Covered:

Why building a professional business development function is essential for long-term growth
The foundational components of effective BD and marketing strategies
How to go beyond a top line focus and drive better profitability over time
The risks of anchor clients, the importance of diversification, and how a mature BD function can provide strategic freedom and enhance M&A attractiveness
Practical ways to cultivate commercial acumen within delivery teams
Why recurring revenue streams can be a game changer for valuation, resilience, and exit readiness

Exclusive Offer: Our listeners get preferred rates on Kennedy's market research, strategic advisory, performance improvement benchmarking, and M&A services! Mention Kantata for special pricing. Learn more at kenneyintel.com

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Ep. 94 - Mastering the Art and Science of Agency Leadership w/ Patricia Rothenberg

Thu, 05 Jun 2025 14:00:00 GMT

In this energizing episode Brent sits down with Patricia Rothenberg, Global COO and General Counsel of renowned creative agency 72andSunny. From iconic Super Bowl ads to pioneering value-based pricing and navigating AI disruption, Patricia brings a compelling mix of strategic insight, operational excellence, and unwavering creativity. Whether you're a fellow agency leader or operations guru, this episode is packed with thought-provoking takeaways:

How 72andSunny is reshaping the industry by blending human creativity with AI assistance—without sacrificing originality.
How value-based pricing has transformed their client relationships and internal culture.
How technology helps Patricia’s team make smarter, faster decisions with real-time data.
Insights into why operations done right can be the secret weapon behind world-class creativity.

Don’t miss Patricia’s parting advice on embracing change, navigating complexity, and leading with both data and intuition.

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Ep. 93 - The 3 P's to Profit: Proposition, Positioning, and Pricing for Growth w/ Alex Klein and Tom Rodenhauser from Kennedy Intelligence (Part 1)

Thu, 22 May 2025 14:00:00 GMT

In this episode, we kick off a new series with Kennedy Intelligence, diving into the challenges and strategies for professional services firms aiming to break through the $30 million revenue ceiling. Throughout this series will be challenging some of the most persistent myths in the consulting growth journey, backed by real stories, real data, and some healthy debate.

In this first session Brent is joined by Kennedy Intelligence experts Alex Klein and Tom Rodenhauser to discuss the critical importance of a strong, focused, compelling value proposition, and practical steps firms can take to achieve scalable growth.

Key Topics Covered:

Why a strong value proposition is essential (and what you're losing without it).
The need to understand the specific role you play for your clients to effectively differentiate
The interplay between a firm's proposition, positioning (differentiation), and pricing strategy
The common challenges firms face as they try to scale beyond $30 million in revenue, including over-reliance on principal relationships

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Ep. 92 - Operationalizing AI: Beyond the Buzz w/ David DeWolf

Thu, 08 May 2025 14:00:00 GMT

In this episode, Banoo sits down with David DeWolf, President and CEO of Knownwell, to talk about what it really takes to move from AI experimentation to AI-powered transformation. With 75% of firms now supporting GenAI (per the 2025 SPI Maturity Benchmark report), the question isn't if—it's how you adopt it in a way that drives real results.

David shares battle-tested insights and how Knownwell is helping service firms operationalize AI to strengthen relationships, prevent churn, and work smarter at every level. Here’s what you’ll learn:

Why every relationship-driven firm needs a rock-solid operating model before layering on AI.
How AI becomes your “Iron Man suit”—amplifying consultants with real-time sentiment and risk detection.
Why the future of insight is natural information, not rigid data models.
How businesses of the future will improve retention and growth over time.
The winning formula: empower individuals from the ground up while transforming your operating model from the top down.

Want more insights from David? Discover Knownwell and check out his podcast, AI knowhow.

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Ep. 91 - From Evaluation to Execution — Cracking the Code on Tech Integration w/ Austin Grigg

Thu, 24 Apr 2025 16:00:00 GMT

When it comes to choosing and integrating new technology, the process can get messy—fast. In this episode, Banoo sits down with Austin Grigg, co-founder and CEO of Kalon Creative, to break down what it really takes to navigate a successful integration journey.

Austin shares hard-earned insights on what makes or breaks implementation, how to bring the right stakeholders along for the ride, and why a smooth buying journey starts well before evaluation.

Key topics discussed:

Why preparation before tech evaluation is critical
How to align stakeholders for smoother collaboration
The three main types of integration—and how to approach each one
Austin’s top implementation tips for long-term success
Common challenges to watch out for (and how to avoid them)

Additional resources:

- Austin's free checklist for evaluating and implementing software integrations: https://www.kaloncreative.com/psp

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Ep. 90 – Unlocking Peak Performance: Rethinking Consulting Talent Development w/ Angela Navarro

Thu, 10 Apr 2025 14:00:00 GMT

In this episode of The Professional Services Pursuit, Brent is joined by Angela Navarro, CEO of Kinavic Leadership Acceleration, to explore how consulting firms can unlock the full potential of their partner and Managing Director (MD) talent. Angela shares her firm’s unique methodology and why performance acceleration—not just leadership development—is key to success at the partner level.

What you’ll learn:

Why partners and MDs are essential drivers of growth and revenue
Alarming failure rates of direct-admit partners—and how to prevent them
How shorter ramp-up times and lateral hiring are reshaping partner careers
Tactical ways to support and accelerate new partner performance using data-driven strategies

Learn more about Kinavic Leadership Acceleration and access more insights at kinavic.com/insights

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Ep. 89 - Change Management Strategies: How to Drive Lasting Tech Adoption w/ Melissa Korzun

Thu, 27 Mar 2025 14:00:00 GMT

In this episode of The Professional Services Pursuit, Banoo welcomes Melissa Korzun, Vice President of CX Operations at Kantata. Together, they explore the critical role of change management in selecting, implementing, and optimizing new technology solutions. Melissa shares actionable insights on how to engage stakeholders early, drive adoption, and ensure long-term success beyond implementation. If you're navigating a technology transition, this episode is packed with practical strategies to help you manage change effectively.

Key topics covered:

Why change management is more than a buzzword and how it impacts technology adoption.
The best time to start change management. Hint: It’s earlier than you think!
Identifying key players and ensuring alignment for successful adoption.
Implementation vs. long-term adoption – why change management doesn’t stop at go-live.
How to enable and motivate teams to embrace new technology.

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Ep. 88 - From Data to Decisions: Key Takeaways from the 2025 PS Maturity Benchmark Report w/ Charles Gustine

Thu, 13 Mar 2025 14:00:00 GMT

In this insightful episode of The Professional Services Pursuit, Brent sits down with Charles Gustine, Director of Customer and Market Insights at Kantata, to break down the key findings from the 2025 Service Performance Insight (SPI) Professional Services Maturity Benchmark Report. Together, they explore the emerging trends, challenges, and opportunities shaping the professional services industry—and, most importantly, how firms can use this data to gain a competitive edge. Whether you're looking to improve operational efficiency, get away from reactive resourcing, or better adopt AI, this episode is packed with strategic insights you won’t want to miss.

Key topics covered:

Breaking down the 2025 SPI Benchmark Report – why this industry barometer matters and what its latest findings reveal.
How economic shifts are reshaping professional services
The evolving role of AI, both as a disruptive force and a tool for enhancing operational efficiency.
Why talent satisfaction, client engagement, and operational performance must work together for long-term success.
The power of PSA technology – how better forecasting and data-driven decision-making can give firms a strategic advantage.

Read the full SPI Professional Services Maturity Benchmark Report today.

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Ep. 87 - The 2025 Benchmark Breakdown: What Sets High-Performing Firms Apart w/Dave Hofferberth

Thu, 27 Feb 2025 15:00:00 GMT

This episode features a special recording from a recent Kantata webinar with Dave Hofferberth, Managing Director at Service Performance Insights. Each year, the release of the SPI Professional Services Maturity Benchmark Report is a much-anticipated moment for the industry—and this year’s findings are a wake-up call.

Dave breaks down what truly sets high-performing firms apart and explores the key industry metrics and trends uncovered in this year’s research. He also shares his optimism for 2025 and why information visibility will be the foundation of future success.

Key Takeaways:

The five pillars of the benchmark: Leadership, Client Relationships, Talent, Service Execution, and Finance & Operations
Major trends and challenges professional services firms are facing
Strategies to overcome industry hurdles and drive continuous improvement
The impact of maturity levels and PSA adoption on success
Critical KPIs influencing client and employee satisfaction

See how your firm stacks up—download the 2025 Professional Services Maturity Benchmark here.

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Ep. 86 - Unlocking PMO Success in 2025: Advice from Industry Expert w/ Monique Ludwig

Thu, 13 Feb 2025 15:00:00 GMT

Join host Banoo on the Professional Services Pursuit as she welcomes Monique Ludwig, Director of Global Services PMO at Ciena. With 30 years of experience in technology and project management, Monique offers expert insights into optimizing professional services, operations and resource management. This episode dives into common challenges in the field and strategies for future-proofing talent in a rapidly evolving industry.

Key topics covered:

Common mistakes in service operations.
The importance of common expectations and collaboration.
Strategies for staying ahead in skill development and adapting to new technologies.
Monique’s top 3 tips for those running a PMO organization in 2025.
The importance of accurate forecasting and the challenges faced by organizations in managing resource demands and financial forecasts.
Insights on leveraging AI to enhance project management efficiency.

Tune in to gain valuable insights and practical advice for enhancing your professional services operations and resource management strategies.

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Ep. 85 - Essential Strategies for Successful Tech Implementation w/ Kurt Kilgore

Thu, 30 Jan 2025 15:00:00 GMT

In this episode of the Professional Services Pursuit, Brent teams up with Kurt Kilgore, the SVP of Global Professional Services at Kantata, to continue our series on simplifying the often daunting process of purchasing technology or software solutions. Together, they explore the complexities involved in buying and implementing tech solutions for businesses. Kurt draws on his extensive experience in professional services to provide valuable insights into the implementation process, highlighting its critical role in driving successful business outcomes.

Key topics include:

The crucial role of evaluating the service components of a tech solution to ensure business success.
Various strategies for software implementation and the criteria for decision-making in different scenarios.
A checklist of essential factors to consider before launching an implementation project.
The importance of maintaining strong executive support and investing in change management.
Kurt's top advice for achieving implementation success.

This episode offers actionable insights for any leader looking to make informed decisions when purchasing software, ensuring a smoother path to successful implementation and long-term value.

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Ep. 84 - Defining, Implementing, and Thriving with the Right Technology w/ Meredith Brake

Thu, 16 Jan 2025 15:00:00 GMT

In this episode of the Professional Services Pursuit, Banoo is joined by Meredith Brake, VP and Head of Service Ops and Enablement at Altus Group, to kick off a new series simplifying the complex process of purchasing technology or software solutions. This series breaks down each step, making it easier to navigate. Meredith shares actionable insights on evaluating workflows, addressing pain points, and setting clear goals for implementing new software solutions. The discussion highlights the selection and implementation of a platform, offering best practices for success.

Core topics covered:

Defining business requirements: Separating must-haves from nice-to-haves
Implementation best practices and successful change management
Using data to improve decision-making and track engagement margins
Strategies for effective training and ongoing support

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Ep. 83 - New Year, New Predictions: How AI, Tech and Talent Will Shape 2025

Thu, 02 Jan 2025 15:00:34 GMT

Happy New Year! Join Brent and Bonoo as they kick off 2025 with a look into the future of the professional services industry. In this insightful episode, they reflect on the events of 2024 and discuss trends and predictions for the coming year, focusing on technology, AI, and talent management. They also explore the evolving landscape of business models and revenue strategies in the professional services sector.

Key concepts covered:

Reflection on 2024 and the economic, geopolitical, and technological shifts
The transformative potential of AI
The importance of a solid technology stack for effective AI implementation
The importance of talent development and the need for agile environments
Shifting revenue models in the professional services sector
Optimism for the coming year

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Ep. 82 - Beyond Heroic Delivery: AI’s Role in Shaping New Agency Economic Models w/ Adam Cotumaccio and Patricia Rothenberg

Thu, 12 Dec 2024 15:00:00 GMT

Welcome to another episode of the Professional Services Pursuit. This episode features a recording from a recent webinar hosted by the 4A’s. Brent joins Adam Cotumaccio, COO at 4A’s, and Patricia Rothenberg, Global COO and General Counsel at 72andSunny, to explore the transformative role of AI in creative agencies. They discuss the idea of heroic delivery and how agencies are adjusting to new economic models influenced by AI.

Key topics covered include:

- The unsustainability of heroic delivery due to economic pressures and AI advancements.

- AI's impact on agency pricing strategies.

- Insights into how AI streamlines agency operations and affects client expectations.

- An examination of the legal compliance and security concerns associated with integrating AI.

- Predictions on the evolution of creativity within agencies as AI handles more routine tasks, highlighting the ongoing importance of human talent.

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Ep. 81 - Shaping Tomorrow: How Gen Z is Redefining the Workplace w/ Gurgèn Tadevosyan, Nikhil Patel & Armita Behboodi

Thu, 28 Nov 2024 15:00:41 GMT

In this episode of the Professional Services Pursuit podcast, Banoo wraps up our series on Gen Z in the workplace. Featuring insights from three remarkable Gen Z professionals, this conversation delves into how their generation is reshaping work cultures and expectations. Listen in as they share their career journeys, the importance of company culture, and their visions for the future workplace.

Key topics covered include:

Career path exploration in the midst of uncertainty and global changes
The critical role that company culture and values played in their career decisions
Essential elements for successful leadership and management in the modern workplace
Perspectives on risk-taking from a Gen Z viewpoint
The importance of networking, mentorship, and leveraging social media to build valuable professional relationships and guidance.

If you would like to listen to the entire series on this topic check out these episodes as well:

Ep. 72 - Understanding and Engaging Gen Z in the Workforce w/ Tessa Misiaszek

Ep. 76 - Navigating Multi-Generational Workforces w/ Meagan Johnson

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Ep. 80 - A Deep Dive into the State of the Professional Services Industry w/ John Ragsdale

Thu, 14 Nov 2024 15:00:51 GMT

In this insightful episode of the Professional Services Pursuit podcast, host Brent welcomes back John Ragsdale, Distinguished Researcher, Vice President of Technology Ecosystems at TSIA. The conversation dives deep into the key findings from Kantata's State of the Professional Services Industry Report and TSIA's 2024 Technology Survey. Join them as they geek out over some insightful new data and discuss the top trends happening in professional services.

Key topics discussed include:

Survey insights and market optimism
The challenges with legacy PSA tools
The importance of data quality and integration for AI implementation
The need for better forecasting tools to manage demand and resource allocation
The shift from a launch and leave mentality to client retention and satisfaction

Explore the full State of the Professional Services Industry Report now and visit TSIA Featured Insights to become a member and access all of the amazing content that they have available.

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Ep. 79 - Ghosts of Projects Past: Professional Services Horror Stories w/ Brent and Banoo

Thu, 31 Oct 2024 14:00:33 GMT

Welcome to a special Halloween-themed episode of The Professional Services Pursuit! Join hosts Banoo and Brent as they share spooky tales from their collective 40 years of experience in the professional services industry. Get ready for a chilling journey through the challenges, unexpected twists, and spine-tingling stories of projects gone wrong, nightmare clients and more.

Key horror stories:

The marketing microsite nightmare
Y2K panic
A demanding client
M&A culture shock
A long flight for a short meeting

Tune in for these and other haunting stories from the world of professional services. Don't forget to share your own horror stories with us at podcast@kantata.com, and stay tuned for a potentially more cheerful episode during the winter holidays!

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Ep.78 - Behind the Budget: What Drives CFOs to Invest in Innovation

Fri, 18 Oct 2024 16:21:07 GMT

In this episode of the Professional Services Pursuit podcast, Brent welcomes Igor Mamut, VP of Strategic Finance at Kantata, for a deep dive into the evolving role of the CFO in the professional services industry. They explore the strategic imperatives and considerations that finance leaders weigh when investing in new technologies and platforms. Igor shares his extensive experience, discussing the importance of aligning technology investments with both current and future business needs. Whether you're running a services company or selling software to one, this episode offers valuable perspectives on the financial and strategic dynamics at play.

Key topics include:

The CFO's expanded role from financial gatekeeper to strategic advisor
Critical questions for evaluating new platforms
Aligning tech investments with future goals and operational efficiency
Balancing essential needs versus nice-to-haves
Learning from past mistakes and refining decision-making frameworks
Preparing for future challenges in a rapidly changing regulatory and economic landscape

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Ep.77 - SoDA Webinar: Agency Trends and The Cost of Inaction w/ Tom Beck, Deborah Heslip and Louise Martens

Thu, 03 Oct 2024 14:00:40 GMT

In this episode of the Professional Services Pursuit, we share a recent webinar we did with The Society of Digital Agencies (SoDA). Tom Beck, SoDA’s Executive Director, interviewed Brent, Deborah Heslip and Louise Martens from the Monks Agency. The discussion delves into the transformative trends impacting agencies today, market dynamics, the influence of AI, shifts in commercial models, and the importance of operational efficiency.

Ep. 76 - Navigating Multi-Generational Workforces w/ Meagan Johnson

Thu, 19 Sep 2024 14:00:59 GMT

In this episode of the Professional Services Pursuit, Banoo continues her exploration of generational differences in the workplace by talking with Meagan Johnson. Meagan, a renowned generational expert, author, and corporate speaker, shares her insights on bridging the generational gaps to create a cohesive, productive, and harmonious work environment. With a focus on Generation Z, this episode also explores the historical evolution of generational dynamics and offers practical tips for recruitment, retention, and team collaboration.

Ep. 75 - Consultant, Heal Thyself: The Roadmap for Increased Valuations and Glorious Exits w/ Tom Rodenhauser & Ramone Param

Thu, 05 Sep 2024 14:00:06 GMT

In this compelling episode of the Professional Services Pursuit, Brent welcomes back Tom Rodenhauser and introduces Ramone Param, both from Kennedy Intelligence. They discuss the pivotal role private equity (PE) is playing in reshaping the consulting industry. They also delve into emerging trends, strategic growth, and the increasing influence of PE firms in transforming traditional consulting practices into more robust and scalable business models.

Key Topics Covered:

How traditional private partnership models are evolving
The factors driving the surge in PE investment in the consulting sector
Qualitative and quantitative elements that attract PE investment
Analysis of supply and demand dynamics, and future trends in the consulting sector
The necessity for consulting firms to adopt strategic operational reviews and benchmark against industry standards

To learn more about Kennedy Intelligence, download the report or listen to their podcast "Consultants Talk" visit their website - https://www.kennedyintel.com/

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Ep. 74 - Mastering Customer Journeys & Career Balance w/ Sabina Pons

Thu, 22 Aug 2024 14:00:19 GMT

Welcome to another insightful episode of the Professional Services Pursuit podcast! Join our host, Banoo, as she dives deep into the professional services industry with Sabina Pons, Managing Director at Growth Molecules and co-author of the book “Pressing On As a Tech Mom”. This episode is packed with expert advice on creating seamless customer journeys, overcoming challenges in professional services, and balancing career with personal life.

Key topics covered include:

How to craft a cohesive, scalable customer program that ensures a remarkable customer experience from start to finish
The common challenges companies face in making the customer journey seamless and how to overcome them
The importance of data governance and technology Integration
Sabina’s career journey, the importance of mentorship, and how supportive leadership can significantly impact job satisfaction
Insights from Sabina’s book

The first listener to email us at podcast@Kantata.com will win a free 55-minute consulting session with Sabina. Tap into her extensive customer success leadership expertise and learn how to turn your CS Org into a profit-center for your business. And if you would like to check out her book, it is available on Amazon here.

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Ep. 73 - The Agency Secret: Mastering Value and Growth w/ Anthony Gindin

Thu, 08 Aug 2024 16:08:52 GMT

In this episode of the Professional Services Pursuit, Brent sits down with Anthony Gindin, founder and CEO of Agency Different. Anthony, humorously dubbed the Canadian Don Draper, brings over 23 years of experience in the agency world, having built six companies, sold four, and taken two public. His international bestseller, The Agency Secret, encapsulates his vast experience in fostering profitable growth in agencies. Listen in as they discuss the importance of differentiation, market specificity, and the necessity of continual transformation in the ever-evolving agency landscape.

Ep. 72 - Understanding and Engaging Gen Z in the Workforce w/ Tessa Misiaszek

Thu, 25 Jul 2024 14:00:00 GMT

In this episode of The Professional Services Pursuit, Banoo talks with Tessa Misiaszek, head of research at the Korn Ferry Institute and host of The Happy at Work Podcast. They dive into the unique characteristics and values of Gen Z employees, discussing effective strategies to attract, retain, and engage this dynamic cohort within the professional services industry. With first-hand experience as a parent of Gen Z children and extensive research, Tessa offers actionable insights into building a work environment that resonates with younger employees.

Ep. 71 - TSIA TECH on Deck Webinar Recording: Redefining Professional Services Technology w/ Jared Haleck and John Ragsdale

Fri, 12 Jul 2024 15:13:57 GMT

In 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 how this innovative solution aims to revolutionize PS technology by natively gathering client and employee feedback, leveraging AI-driven insights to enhance project outcomes.

Other topics covered in this episode include:

Limitations of legacy professional services automation tools
Why cost and schedule are no longer enough
The crucial role of proactive project sentiment and client satisfaction
The role of AI in the future of PS technology

Watch the full webinar recording here

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Ep. 70 - Elevating Client Partnerships: Building Trust and Driving Revenue w/ Jacob Parks

Thu, 27 Jun 2024 14:00:37 GMT

Welcome 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 and professional services.

Other topics covered in this conversation include:

Practical tips and strategies to build trust and expanding client relationships
How to effectively cross-sell services
The importance of being at the center of solving your clients problems
What the biggest consulting firms do differently
The role of AI in Professional Services - how technology is transforming business development
How AI is impacting consulting businesses and their ability to land, expand, be stickier, and sell value to their clients

Find out more about Profitable Ideas Exchange by checking out their website and be sure to pick up a copy of Jacob’s book, at your local book retailer or here.

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Ep. 69 - Adapting to Change: Agencies, AI, and the Future of Value Creation w/ Matthew Kasindorf

Thu, 13 Jun 2024 14:00:35 GMT

In 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 conversation include:

The cost of inaction for agencies in today's rapidly changing environment
The transition from billable hours to alternative compensation models such as fixed fees and value-based pricing
Practical applications of AI in the agency setting
The critical importance of operational rigor and technology in fostering agency growth and sustainability
Ethical considerations and consumer trust in AI-generated content

To access more information and resources visit the 4A’s website. To learn more about the two research reports mentioned during the podcast click the links below:

Decoding Compensation Models & Implementing the Right Model

Preserving Agency Value in the Era of GenAI Transformation

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Ep. 68 - Tech Debt Unmasked: The Culprit Behind Your Costliest Blind Spots and Bottlenecks w/ John Ragsdale and Melissa Korzun

Thu, 30 May 2024 14:00:09 GMT

This 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.

Ep. 67 - Beyond Billable Hours: Rethinking IT Consulting Practices w/ Doug Baxter

Thu, 16 May 2024 14:00:12 GMT

In 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.

Ep. 66 - Insights into AI Transformation in Professional Services w/ Ken Ringdahl

Thu, 02 May 2024 14:00:09 GMT

Ken 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.

Ep. 65 - Building a Culture of Transparency and Trust w/ Matt O’Dette

Thu, 18 Apr 2024 14:34:50 GMT

On 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.

Ep. 64 - Navigating the Future of PS: AI Solutions and Strategic Planning w/ Eisha Armstrong

Thu, 04 Apr 2024 14:00:30 GMT

In 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 and four ways AI can mitigate these issues
Critical aspects of workforce transformation and other considerations for effective change management
The top seven mistakes in productizing services
An exclusive book giveaway for our audience!

The first 10 listeners to submit their information through this form will be sent a complimentary copy of Eisha's book, Productize, a hands-on guide for transforming professional services into scalable products.

Download your complimentary digital copy of Productize: The Ultimate Guide to Turning Professional Services into Scalable Products!

Discover more about Vecteris here.

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Ep. 63 - How Hybrid Business Models & Value Pricing Drive Organizational Success w/ Caroline Johnson

Thu, 21 Mar 2024 14:00:27 GMT

On 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
The importance in shifting your belief system in order to change
Top-down program development and productization
The hybrid revenue model and its impact on the client engagement model

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Ep. 62 - Customer Retention Strategies: How to Improve Your Customer Lifespan by 6x w/ Greg Daines

Thu, 07 Mar 2024 15:00:16 GMT

On 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 getting results and measuring them
The 3 laws of customer retention
Greg’s take on value-based commercial models and how to rethink that approach

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Ep. 61 - Navigating the Evolving Landscape of Consulting: From Hourly Billing to Products and Partnerships w/ Tom Rodenhauser

Thu, 22 Feb 2024 15:00:00 GMT

This 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
Cultural and organizational changes needed to transition to a product-based model
The 4 mega trends impacting consulting services
Examples of firms that are successfully adapting to the evolving landscape
Tips for consultants and firms looking to embrace the move towards productization

Learn more about Kennedy Research Reports and read some their great content at https://www.kennedyresearchreports.com/

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Ep. 60 - How Technology Is Transforming Value Delivery for PS Firms w/ Sarah Edwards & Jared Haleck

Thu, 08 Feb 2024 17:00:00 GMT

Sarah 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 keeping pace with the PS value chain
The pitfalls of legacy PSA tools and the cost of continuing to use outdated technology to run your business
Key technical innovations in the PS industry and what Kantata is working on to help firms deliver value to clients

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Ep. 59 - (Part 2) Agency Positive Indicators and Priorities for the Year Ahead w/ Brian Williams and Andrew Howlett

Thu, 25 Jan 2024 15:00:00 GMT

Welcome 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 will impact recruiting and hiring
Indicators for a strong 2nd half of 2024
Where Viget and Struck are placing their Ai bets

Be sure to read the State of Agency Operations Survey referenced in this episode for additional agency trends and priorities in 2024.

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Ep. 58 - (Part 1) 2023 in Review and Operating Priorities for the Year Ahead w/ Brian Williams and Andrew Howlett

Thu, 11 Jan 2024 17:00:00 GMT

Ep. 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 in 2024 from an operations standpoint and beyond.

Other topics covered in this episode include:

The unique challenges faced in 2023
How each agency handled uncertainty
The impact big tech had on the agency space
Balancing staff against profitability
Striking the right balance of hybrid work for optimal creativity and productivity
The critical importance of revenue forecasting and utilization in 2024

Be sure to read the State of Agency Operations Survey referenced in this episode for additional agency trends and priorities in 2024.

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Ep. 57 - End of Year Compilation Episode Featuring Shane Anastasi, Peter Taylor, and Marc Lacroix

Thu, 28 Dec 2023 15:00:00 GMT

Happy 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 project management
Ep. 33 with Marc Lacroix - do’s and don'ts for managing a skills database

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Ep. 56 - How to Leverage Data Analytics and AI to Improve PS Engagements w/ Tim Tutt

Thu, 14 Dec 2023 15:00:00 GMT

On 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 analytics to improve their understanding of their own business to better serve their clients
Tim’s 7 key data strategies
The problem with dashboards

You can follow Tim’s blog here:

https://timtutt.com/

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Ep. 55 - Creating a People-Centric Culture That Supports the Dreams of the Doers w/ Orrin Klopper

Thu, 30 Nov 2023 15:00:00 GMT

On 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 his life as well.

Other topics discussed in this episode include:

The inspiration behind Netsurit’s driving force - supporting the dreams of the doers
Why good leaders need to be good coaches and know what their teams aspirations are
The importance of aligning your cultures when going through mergers and acquisitions
Why it is critical to make connecting (in-person or virtually) a priority for your teams
How the authenticity of your culture improves your customer experience

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Ep. 54 - Innovations in Vertical SaaS: The Professional Services Cloud w/ Michael Speranza

Wed, 15 Nov 2023 11:00:00 GMT

On 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 industry has experienced in the last 12 months
Technologies role in adapting to major changes
The fundamental difference between the PS Cloud and legacy PSA tools
How PS Cloud technology goes beyond project success and financials
The cost of avoiding change

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Ep. 53 - M&A Integration and Change Management Best Practices w/ Ingo Roemer

Wed, 01 Nov 2023 22:00:00 GMT

On 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 companies to optimize their operations
6 best practices to follow and pitfalls to avoid
The importance of involving the right people at the right times
Implementing a phased approach to get the most out of your systems and process

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Ep. 52 - Innovation in IT Services and Digital Transformation w/ Andrew Cohen

Thu, 19 Oct 2023 10:00:00 GMT

Welcome 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 of productizing services
Digital transformation and perpetual innovation

Connect with Andrew on LinkedIn:
https://www.linkedin.com/in/andrew-cohen-91945a4/

Learn more about Netsurit:
https://netsurit.com/en-us/

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Ep. 51 - How to Build and Establish Trust for Better Business Outcomes w/ Kristi Faltorusso

Thu, 05 Oct 2023 10:00:00 GMT

In 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
The implications of trust betrayal and how to recover
Nurturing trust for better corporate culture
The importance of failing forward
Reducing friction among services teams

Learn more about Kristi and access more insights here:

https://www.linkedin.com/in/kristiserrano/

https://www.kristifaltorusso.com/

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Ep. 50 - The Impact of Mergers and Acquisitions on Technology Investments w/ Niels Haagsman

Thu, 21 Sep 2023 14:00:00 GMT

Welcome 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
Decision factors that go into selecting new technology after a merger
Beyond ROI, assessing the impact technology selection has on retention, adoption and overall business performance

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Ep. 49 - Tools and Frameworks to Tackle Management and Technology Challenges w/ Brad Koehn

Wed, 06 Sep 2023 14:00:00 GMT

On 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
The framework for change - the 4 R’s
Balancing the human dynamics of change management

Download a copy of ‘The 4 R’s’ here: https://leadership-engineering.com/kantata

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Ep. 48 - Redefining the Ad Agency Business: A Discussion w/ Michael Farmer

Thu, 17 Aug 2023 14:00:00 GMT

On 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 in this episode include:

The key to long term agency success despite pressures from holding companies
AI’s impact on agency SOW’s and revenue
Pivoting from labor based billable work
Improving client performance and how Huge productized their agency offerings
The importance of improving the dialogue during the scope setting process

For more information, you can find an article about Michael’s book here:

https://lnkd.in/eHVHTm2P

Grab a copy of Michael’s book here:

https://amzn.to/3FIkAjW

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Ep. 47 - (Part 2) Essential Considerations for Technology Selection and Implementation w/ Simon England

Thu, 03 Aug 2023 11:00:00 GMT

Welcome 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 resources
Important considerations when optimizing an organization’s tech stack
Complexities of software implementation and the need to adapt

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Ep. 46 - (Part 1) Understanding the Unique Intricacies of a Consulting Firm w/ Simon England

Thu, 20 Jul 2023 14:00:00 GMT

In 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 processes in a consultancy
The criticality of effectively managing resources
How enterprise technology enables company transformation

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Ep. 45 - The Formula to Growing World-Class Professional Services Organizations w/ Ilan Gendellman

Wed, 05 Jul 2023 14:00:00 GMT

We 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 and revenue targets for professional services companies

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Ep. 44 - The Components of a Successful Technology Consultancy w/ Michael Burton

Thu, 22 Jun 2023 10:00:00 GMT

Michael 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 focus on when growing your consultancy
What services look like on an ongoing basis as opposed to initial implementation
How to grow your consultancy without adding more clients

Learn more about Michael and Stitch here: https://www.stitch.cx/

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Ep. 43 - How to Win Business Without Pitching w/ Blair Enns

Thu, 08 Jun 2023 15:00:00 GMT

On 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 winning without pitching is applicable to a firm
An “advantaged player” and how that influences a relationship
The new value-based approach to agency pricing

For more information about the podcast or to enter the giveaway, please contact podcast@kantata.com.

Click here to learn more about Blair’s company – Win Without Pitching

Click here to learn more about Blair’s marketing podcast – 20% – The Marketing Procurement Podcast

Click here to learn more about Blair’s entrepreneurship podcast – 2Bobs: Conversations on the Art of Creative Entrepreneurship

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Ep. 42 - AI Advancements and the Impact on Project Management w/ Peter Taylor

Thu, 25 May 2023 11:00:00 GMT

We 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 AI on the industry
How AI can improve the client experience
The right and the wrong applications for AI
A special giveaway at the end of the episode!

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Ep. 41 - (Part 2) Successful Project Dynamics and How to Effectively Manage Change w/ Shane Anastasi

Thu, 11 May 2023 12:00:00 GMT

Welcome 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 success beyond on-scope, on-time, on-budget
How and when to implement change - project dynamics
How to create leverage through receivers advantage
The value of proactive leadership
Shane’s top tip for negotiating change orders

Learn more about PS Principles and sign up for their newsletter to stay ahead of the professional services industry curve: https://www.psprinciples.com/home

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Ep. 40 - (Part 1) How To Achieve More Successful Outcomes from Implementation Projects w/ Shane Anastasi

Thu, 27 Apr 2023 12:00:00 GMT

Welcome 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 professional services within your organization
Moving away from order taking to celebrating services and its impact
How to become more consulting oriented towards customers and improve the customers desired long-term outcomes
Embracing the idea of proactive escalations instead of reactive escalations

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Ep. 39 - The Shift in Evaluating the Right Technology Investments w/ Jared Haleck

Thu, 13 Apr 2023 12:00:00 GMT

Our 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 expectations
How to make the right technology investments for your specific industry
The shift to vertical SaaS
Service Performance Insight ROI data regarding the value of purpose-built solutions
The importance of a phased approach when implementing new technologies
Approaching Ai as a solution instead of a problem

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Ep. 38 - Agency Spending, Strategic Priorities, and Key Industry Trends w/ Tom Beck

Thu, 30 Mar 2023 12:00:00 GMT

Welcome 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 provide an overview of what to expect in 2023 and beyond:

Indicators of how concerned agencies and marketing firms should be about the economy
How client-side spending is impacting key agency initiatives
Client-side strategic priorities around organizational growth and how that’s that impacting agencies
Accelerated investments in digital marketing and tech
How talent struggles are shaping the agency space and shifting them to be more specialized

To learn more download the 2023 Digital Outlook Study on the SoDA website:

https://www.sodaspeaks.com/research

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Ep. 37 - Prioritizing Employee Experience Amidst Labor Volatility w/ Gina Hartigan

Thu, 16 Mar 2023 14:00:00 GMT

On 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 episode are:

The multidimensional approach required to overcoming the hiring and skills gap
The long term effects and how businesses will need to adapt to the current labor market
The new labor currency - flexibility and career development
How to optimize your hiring process and do more with your existing workforce
The importance of streamlined processes and automation

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Ep. 36 - How to Optimize Your Business During Uncertain Economic Times w/ Charles Gustine

Thu, 02 Mar 2023 17:00:00 GMT

On 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.

Some of the topics covered include:

The biggest challenges PS firms are grappling with right now
Adaptive leadership
Optimizing the experience and lifetime value of customers and employees
Find friction points, measure relentlessly, improve what you measure
Aligning IT spending with business priorities
Achieving healthy transparency

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Ep. 35 - Creating a Collective Culture and Enhancing the Remote Employee Experience w/ Christine Dunham

Thu, 16 Feb 2023 16:00:00 GMT

We 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 of the most critical elements we have lost in a remote work environment
The importance of a “north star” (shared vision and goals) and how to guide your organization in a remote environment
Tools leaders can use to drive employee engagement
How to drive growth and development initiatives
Developing a culture of feedback

Find out more information by visiting us at https://www.kantata.com/.

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Ep. 34 - Professional Services Performance Trends and the Benefits of PSA w/ SPI’s Dave Hofferberth

Thu, 02 Feb 2023 16:00:00 GMT

On 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 revenue metrics
The impact of involuntary attrition
The remote service delivery trend and how to streamline the hiring process
How technology impacts your people, process and bottom line

For more information on the surveys visit the SPI website. The 2023 Maturity Benchmark survey will be released on February 8th.

Click here to download the 2022 Professional Services End User Survey

Click here to download the 2022 Professional Services Maturity Benchmark

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Ep. 33 - Understand and Improve Your Resource Forecasting Performance w/ Marc Lacroix

Thu, 19 Jan 2023 11:00:00 GMT

Joining 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 databases that ties to your sales process
Marc’s do’s and don'ts for maintaining an effective skills database
Macro trends in resource management
Moving less from custom services to more packaged and templated services
Key results of the 2023 RMI Forecasting survey

The Resource Management Institute's first research survey on forecasting can be found at www.resourcemanagementinstitute.com. To access it for free, you just have to register to be part of the RMI community which provides newsletters, research, events and more.

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Ep. 32 - Challenges, Trends and Tips for Leading a Successful Business in 2023 w/ Michael Speranza

Thu, 05 Jan 2023 14:00:00 GMT

On 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 market that were either confirmed or surprised him
The opposing forces, challenges and trends Michael predicts for 2023
The critical changes to business fundamentals that will lead to success in 2023
Rebalancing and refocusing revenue vs. cost
Michaels top 3 tips to leading an organization during challenging times

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Ep. 31 - (Part 2) Delivering Repeatable and Remarkable Customer Experiences w/ Peter Wride

Thu, 15 Dec 2022 13:00:00 GMT

In 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 excellent journey and why relying on “hero’s” is not sustainable
The importance of flexibility within repeatable processes
Considerations in designing processes and methodologies
The formula for customer success and the importance of recognition within your team
How to use NPS in effective, proactive ways
Solving measurement and change management challenges in customer success
Customer success lessons to live by

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Ep. 30 - The Evolution and Redesign of Modern Marketing and Advertising Needs w/ Lindsey Slaby

Thu, 01 Dec 2022 11:00:00 GMT

On 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 the other topics we cover in this interview are:

Lindsey’s journey and founding of Sunday Dinner
The power of great work and trends happening in the industry
How to model your agency and practices to be an essential partner in the future
How to market your agency and sell yourself successfully
Pitch fundamentals
2023 / 2024 necessities - creative production tools
The most in-demand skills and where to go to upskill

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Ep. 29 - (Part 1) The Equation for Customer Success According to Gainsight w/ Peter Wride

Thu, 17 Nov 2022 14:00:00 GMT

What 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 why he joined a customer success company
Some of Gainsight’s best practices for customer success
Aligning teams with the customer journey for a more cohesive experience
The importance of the sales to service handoff
What KPI’s Gainsight is measuring their services and deliveries by
The professional services onboarding process at Gainsight

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Ep. 28 - How to Get Optimal Value from the Agency/Client Relationship w/ Bruno Gralpois

Thu, 03 Nov 2022 10:00:00 GMT

Welcome 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 include:

Bruno’s journey to an agency relations role and how it led to him writing his book, Agency Mania
The importance of clarity, partnership principles and cultural alignment
The key inflection points that drove the need for better management of agency/client relationships
Simple tactics to help get optimal value from the agency/client relationship

Be sure to stick around to the end of the episode for a special giveaway just for our listeners! Email us at podcast@kantata.com to enter.

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Ep. 27 - (Part 2) 5 Customer Experience Mistakes You Don’t Know You’re Making w/ Jessica Noble

Thu, 20 Oct 2022 15:00:00 GMT

On 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.'

Ep. 26 - (Part 1) Optimizing Customer and Employee Experience to Find Operational Excellence w/ Jessica Noble

Thu, 06 Oct 2022 17:00:00 GMT

Welcome 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 customer experience
How to maintain your margins in an inflationary market
The PAIR methodology and how it drives both customer and employee experience
Incentivizing teams to help reduce waste through programs and think tanks
How customer experience, employee experience and operational excellence are all inextricably linked
Waste management, identifying margin leaks and the most efficient ways to take action

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Ep. 25 - The Biggest PS Tech Challenges and How Vertical SaaS Is Creating Solutions w/ Charles Gustine

Thu, 22 Sep 2022 08:00:00 GMT

On 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 the recently released Forester study to provide insights into vertical SaaS

· Trending challenges professional services organizations are facing

· The benefits of vertical SaaS and how it helps solve these challenges for PS companies

· How traditional PSA’s and horizontal SaaS differ from vertical SaaS solutions

· Prioritizing and optimizing client experience with proper resource management capabilities

· Charles’ thoughts on how vertical SaaS can solve future problems and what he expects to see from it going forward

If you would like to read the full research study you can download it here

To watch the webinar Charles did with guest speaker Margo Visitacion, Forrester’s Vice President and Principal Analyst, view here

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Ep. 24 - Resource Management Automation Trends and Future Predictions w/ Randy Mysliviec

Thu, 08 Sep 2022 08:00:00 GMT

In 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 engagement at scale
Automated staffing plans
Randy’s predictions for the next year in resource automation management

Visit the RMI website to learn more about the courses they offer, become a member and get access to their free reports - https://resourcemanagementinstitute.com/

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Ep. 23 - How to Set Your Professional Services Teams Up for Success w/ Carrie Young

Thu, 25 Aug 2022 08:00:00 GMT

Carrie 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 each employee;
People management is not for everyone;
The importance of allowing mistakes and providing the tools, time and training needed for employees to grow;
Incentivizing cross training and alignment with HR;
How to get constructive coaching;

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Ep. 22 - The Changing Labor Market & Impact of Shifting Talent Pools w/ Brent and Banoo

Fri, 12 Aug 2022 23:00:00 GMT

On this special episode of The Professional Services Pursuit, both of our hosts, Brent Trimble and Banoo Behboodi, sit down to discuss the different dimensions of the services industry as it pertains to talent and dive into some recent research on this topic. They also discuss why we are seeing more people taking a less traditional career path, and how services businesses need to adapt to retain their employees. Additional talking points include:

● The shifting talent pools

● Recent articles and research by Kantata and McKinsey & Company

● Strategies that businesses can use to retain good talent

● The future of business and getting in a position to optimize and scale

● Reasons why people are choosing to become their own boss

● How to source talent in this new climate

● Upcoming webinar with TSIA addressing the changing workforce dynamics

Check out the McKinsey & Company article referenced and keep your eyes peeled for Kantata’s upcoming report, “The Changing Dynamics of the Modern Workforce”, or read more about the research here.

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Ep. 21 - How to Drive Growth and Adoption While Creating Customers for Life w/ Dave Yusuf

Thu, 28 Jul 2022 17:00:00 GMT

Joining us on the podcast is Dave Yusuf, Senior Vice President of Customer Success at Q2. With a successful background in CS and PS, along with many other roles in the services industry, Dave is well versed on the idea of a “customer for life”. Dave talks through the journey to success and the role implementation, support, customer success, and product teams play in this process; including:

● Creating a successful cross-team strategy
● Determining KPI’s that dictate success
● The importance of aligning client success with your company values
● Measuring your clients success using a balanced scorecard
● Potential roadblocks to look out for along the way

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Ep. 20 - Recruiting in the Digital Age, How to Build Relationships From Home w/ Sean Kogan

Thu, 14 Jul 2022 15:00:00 GMT

With his incredible experience in the professional services and recruiting industry, Sean Kogan, co-founder of Recruiting-In-Motion, has seen and heard it all. He shares his knowledge and the trends shaping the evolution of recruitment during this new work from home era. Some of the things discussed include:

The impact of the pandemic on recruitment as a whole
How AI has helped soften the blow to recruitment
Balancing the human-AI interactions to get the best, most efficient results
Social media recruitment on LinkedIn, indeed, and others and how it’s assisted the professional services industry
The gig economy vs full-time workforce
The challenges of working from home on a company’s culture

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Ep. 19 - The Key to Growth, Scale and Success in a Networked Economy w/ Ray Grainger

Tue, 28 Jun 2022 16:00:00 GMT

Ray Grainger is the Executive Chairman of Kantata. He’s also a professional services leader who is on a mission to reinvent the way businesses deliver work. In this episode Brent and Ray discuss the importance of the networked economy and how it is evolving into a critical element of the IT revolution; Including:

The evolution and importance of communication
Business conditions and pressures on the service business
Access to talent networks to ensure client satisfaction
Supply chain orientation of optimizing across a talent network
Removing technological constraints
How to scale without acquisition

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Ep. 18 - The Key Pillars of Effective Change Leadership w/ Peter Hadas

Fri, 03 Jun 2022 16:00:00 GMT

With over 20 years of experience leading change on enterprise-wide transformations, Peter Hadas specializes in providing leaders with practical, measurable solutions to adoption and sustainability challenges. In this episode Peter shares his top tips for managing transformational change, including:

Change leadership
- Setting success criteria early on
- The importance of celebrating key milestones
- Developing a change management network
Making change management sustainable
- Follow through with a new process
- Archiving old processes and developing new habits
- Encouragement and performance based reviews
Approaches to adoption and training
- Creativity is key to support adoption
- Openly communicating changes
- Understanding 10-15% will not be onboard
- Addressing cultural changes
- The benefits of remote training

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Ep. 17 - Introducing Our New Co-Host, Banoo Behboodi!

Thu, 12 May 2022 18:00:00 GMT

Join us as we welcome in our newest co-host Banoo Behboodi to the Professional Services Pursuit podcast! Brent and Banoo sit down to discuss Banoo's business experience, her insights and what she is looking forward to most with her interviews. We also get to learn a bit more about her favorite books and why she is excited to ask her guests what they are reading right now.

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Ep. 16 - The Power of More Strategic Pitches and Driving Organic Growth w/ Brent Hodgins

Wed, 04 May 2022 16:00:00 GMT

Author, keynote speaker, and Managing Director of Mirren Business Development, Brent Hodgins, joins us on the show to discuss the resilience of agencies and the major growth shifts happening in the industry right now; including:

The lasting impact of the Pandemic on the Industry:
- Historic levels of growth
- Navigating the changing market conditions
The positive shift to organic growth
- Overcoming the new biz addiction
- Better allocating resources for good
- Understanding qualification in the RFP process…favorite or filler
Client-side marketing vs Marketing Agencies
- DNA difference / overcoming the disconnect
- Balancing business impact and creativity
- Elevating the RFP brief to differentiate

To learn more about Mirren go to www.mirren.com

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Ep. 15- Mastering the RFP Process and Winning at Change Management and Adoption w/ Tom Schoen

Wed, 20 Apr 2022 20:00:00 GMT

Tom Schoen, CEO and President of BTM Global, sat down with us to discuss some of the downfalls of the business requisition process and dealing with procurement, as well as the most overlooked aspect of the implementation process once the business has been won, change management and adoption. Topics included in this discussion are:

The ups and downs of the RFP process
- The role of procurement for strategic enterprise
- Platform and in-strategy services acquisitions
- Properly gauging the commitment of new clients
Enterprise software acquisitions
- Change Management and adoption
- How to prevent low adoption rates
- When to begin the change management stage

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Ep. 14 - Productizing Services for Better Utilization and Employee Satisfaction w/ Owen Frivold

Tue, 05 Apr 2022 10:00:00 GMT

Brent sits down with the Co-founder and Executive VP of Strategy at Hero Digital, Owen Frivold. Owen shares what it takes to successfully productize services to better utilize your talent and differentiate where it really matters. Owen expands by discussing the importance of:

Setting a North Star vision that aligns with your value system
The benefits of productizing your agencies services to serve clients and employees better
Defining the foundational elements in your toolbox
Reinvesting in the people that helped guide your success
Adapting in unforeseen situations

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Ep. 13 - Top Trends in Resource Utilization w/ Randy Mysliviec

Tue, 22 Mar 2022 12:00:00 GMT

Joining Matt on this episode is Randy Mysliviec, the President and CEO of RTM Consulting and Managing Director of the Resource Management Institute (RMI). They explore top trends and how organizations can improve their utilization based on the data gathered for the RMI Research Report, including:

Training to a standard
Allowing your resources to grow and develop without negative influences
Better increasing utilization in your organization
The Just-in-Time Resourcing Process
Getting on the 20-80 Standard
The future with automation solutions
How automating helped during a global pandemic

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Ep. 12 - Improving Agency Operations With Technology, Data, and Automation w/ Bear Forsyth

Thu, 03 Mar 2022 18:00:00 GMT

Head of Operations at ORM, Andrew “Bear” Forsyth, calls in from the UK to talk to Brent about his journey into operations and his approach to technology, data and change management in a modern agency, including:

Bear’s journey from a resource manager at the Olympics to his current role
His love/hate relationship with spreadsheets and the need for a more reliable solution
Solving the problem of siloed, incomplete data
The need for automation and how he approaches implementation of new tools
The different metrics Bear uses to measure success
Selling people on change

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Ep. 11 - The 5 Biggest IT Trends Shaping the PS Space w/ Brian Sommer

Thu, 17 Feb 2022 16:00:00 GMT

Senior Consulting Executive, Author and Founder/President of TechVentive, Brian Sommer, joins Matt Finch on the podcast. Brian has published over 600 articles on the technology space during his career and came on the show to share a countdown of the top 5 biggest IT trends that are shaping the Professional Services industry today, including:

The value of legitimate Net Promoter Scores
The “Age of the Global Service Firm”
Why proprietary and standalone internal systems hinder scalability
“The End of the Bespoke Era”
How advanced technology changes service processes and outcomes

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Ep. 10 - Marrying the Art and Science of People and Technology w/ Devon DeBlasio

Thu, 03 Feb 2022 16:00:00 GMT

Brent sits down with former Neustar Sr. Director of Product Marketing (now VP of Product Marketing at Infosum) and podcast host, Devon DeBlasio. They take a deep dive into marketing, privacy, and the need for more data science unicorns to bring a human factor to data and automation! The conversation includes:

Neustar and Devon’s previous role within the organization
Privacy within marketing
The big focus on consumer privacy by the government and news organizations
Consumer expectations of advertisers
The importance of transparency to create a better customer experience
How Neustar approaches identity resolution, and the focus on the household
Solving for the decline of the cookie
Finding and retaining really specific talent

Check out Neustar

Listen to more of Devon on his podcasts No Hype and You’re On Mute

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Ep. 9 - Moving From Financial Charters to Driving Customer Adoption w/ John Ragsdale

Thu, 20 Jan 2022 17:00:00 GMT

John Ragsdale, Distinguished Researcher and VP of Technology Ecosystems at TSIA, joins Matt once again to talk about the key elements every Professional Services Organization should be focusing on moving into the new year. The conversation includes:

“Go Live” numbers and automation of the “Quote to Cash” cycle
The shift from financial charters to driving customer adoption
The new concept of customer success in cloud technology
Progress on agencies adopting an end-to-end customer experience strategy
The ongoing event of onboarding
Chief Customer Officers
The need to look at your technology and resource budgets

If you would like to explore this topic more, head over to the Mavenlink blog for a whole host of articles about client satisfaction.

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Ep. 8 - Positioning Your Business for Success while Avoiding Unprofitable Growth w/ Tim Williams

Thu, 06 Jan 2022 16:00:00 GMT

Brent welcomes founder of Ignition Consulting Group, author, presenter, and “brand doctor for brand doctors”, Tim Williams to discuss his unique perspective on focused business strategies and transformative revenue models. The conversation includes:

What it means to be “focused”
Having a clear positioning/prospecting strategy and the 4 questions to determine your differentiation
The problem of “unprofitable growth” and how it affects firms of all sizes
Developing a pricing strategy and the importance of shifting from a bottom-up cost basis to pricing the value of expertise
The issue with the hourly rate structure and the reason for the talent drain in agencies
Creating a diversified pricing portfolio

For more great information on this subject check out Tim’s books or visit the Ignition Consulting Group website:

Positioning for Professionals

Take a Stand for your Brand

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Ep 7 - Industry Merger Shakes Up the PS Technology Industry: Meet the Leader of the Mavenlink / Kimble Organization

Wed, 15 Dec 2021 13:00:00 GMT

Special guest host and industry insider, John Ragsdale from TSIA sits down with Michael Speranza. It was announced on Wednesday that Michael will be the new CEO of the company formed by the Mavenlink and Kimble merger. In this special episode we explore Michael’s background and answer key questions regarding the merger and the competitive advantage that it will create in the industry. The conversation includes:

Michael’s interesting technology background and the career path that lead him to this role
What the merger means for ongoing and future product development plans
The day 1 advantage and significant growth opportunity that this merger will facilitate
How this helps expedite global business solutions and great customer experiences
Michael’s top priorities and his positive feelings on the future of how the merger will impact customers

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Ep. 6 - Calibrating Against Change and Developing a Strategic Operations Mindset w/ Melissa Korzun

Thu, 02 Dec 2021 16:00:00 GMT

Melissa Korzun, the Managing Director of Client Transformation, Strategy and Operations at TeleTracking joins the show! Host Matt Finch uncovers insights from Melissa on her Professional Services strategy and operations role and the impact it has had on their business; including:

Events that led to the development of the Strategy and Operations role
The importance of balancing focus internally and on clients
Taking stock of operational imperatives to define organizational direction
Understanding what is traction vs. a distraction
The importance of strategic internal communication
Giving teams the visibility and sponsorship to take ownership of projects and solve problems where they exist
A conversation on culture and not being afraid to fail

Connect with Melissa and check out TeleTracking

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Ep. 5 - Balancing Culture and Strategy in a Modern Agency w/ Adam Brown

Thu, 18 Nov 2021 18:00:00 GMT

Brent Trimble sits down with the Chief Operating Officer and Chief Strategy Officer at Gorilla Group, Adam Brown, to explore the approaches they took to navigate exponential growth during a pandemic and how they adapted to successfully nurture client relationships and corporate culture remotely. The conversation includes:

Adam’s unique dual role at Gorilla Group
How Gorilla Group operates as a decentralized entity while utilizing the benefits of being part of the Wunderman Thompson/WPP network
Gorilla Group’s focus on people and how that aligns with professional services
The importance of adapting to new ways of driving culture within your organization
Hiring from where the talent is
The experience of the remote pitch
Adam’s hope to regain informality
How Gorilla Group approaches the increased usage of a contingent workforce and the compliance complications that come with it

Connect with Adam and check out Gorilla Group

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Ep. 4 - Finding Competitive Advantage with a Liquid Workforce w/ John Ragsdale

Wed, 03 Nov 2021 14:00:00 GMT

Host Matt Finch sits down with Distinguished Researcher and Vice President of Technology Ecosystems at TSIA John Ragsdale to talk about current trends in the tech industry and the importance of a strong freelance culture. The conversation includes:

John’s perspective and definition of the liquid workforce
Trends shaping emerging digital talent platforms
How COVID accelerated already established trends and behaviors of younger workers
The shift to more fixed-price predefined projects
How to remain a competitive employer in a tough hiring market
How rising cost of living in coastal cities may be contributing to younger workers wanting to move to this new model
Solutions to allow both distance work and in person collaboration
The risks and rewards of using contract workers
Why middle managers will be so important during this shift
Project based hiring best practices
John’s advice around challenging the traditional hiring and career mindset for young workers

To learn more about this topic download Mavenlink’s recent research report, The Changing Face of the Modern Workforce.

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Ep. 2 - The Challenges and Trends Shaping The Future of Services Delivery w/ Ray Grainger, Sean Crafts & Roger Neel

Tue, 12 Oct 2021 13:00:00 GMT

To kick off the first episode, host Matt Finch sits down with the founders of Mavenlink, Ray Grainger, Roger Neel, and Sean Crafts, to discuss some of the current challenges and future trends in the services industry! Their conversation includes:

The powerful forces reshaping the services industry
Getting the right talent at the right place at the right time in order to meet client needs
The emerging employee-first culture
The current subcontractor landscape
The pitfalls of tribal knowledge
How digital transformation and technology are evolving the industry
The role of Covid globalization and the appeal of a liquid workforce to both organizations and employees
The importance of a centralized resource management function
Applying a supply chain methodology to your services business

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Ep. 3 - Defusing Talent Pressure Points to Find Harmony Between Project Managers and Resource Managers w/ Peter Taylor

Tue, 12 Oct 2021 13:00:00 GMT

Host Brent Trimble and author of The Lazy Project Manager, Peter Taylor, get a moment to talk about the relationship between project managers and resource managers and the importance of taking a people-first approach to projects. The conversation includes:

The inspiration behind Peter’s book;
The natural tension between project managers and resource managers;
How rapid digitalization is strengthening that tension and creating opportunity;
The role authenticity plays in retention and “The War on Talent”;
Peter’s favorite football analogy about building loyalty;
The importance of a global view of resources and visibility into where there is strain;
The top pressure points in services organizations with regards to people;
Remembering that projects are all about people

Learn more about Peter and his work at https://thelazyprojectmanager.com/

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Ep. 1 - Welcome to The Professional Services Pursuit

Tue, 21 Sep 2021 21:00:00 GMT

In the first episode of The Professional Services Pursuit, co-hosts Brent Trimble and Matt Finch welcome listeners to a brand new show aimed at giving professional services leaders a place to go to be inspired and tap into expert advice, trends and best practices in their pursuit of excellence. From agencies to IT services and every PS organization in between, every episode will provide the insights you need to drive a resource-first organization and do what you do best, only better.

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