DisrupTV Episode 319: The Human Side of AI: Lessons in Leadership, Innovation, and Customer Success

In this episode of DisrupTV, hosts R “Ray” Wang and Vala Afshar engage with three thought leaders who are reshaping the landscape of enterprise operations through AI, customer success, and innovative thinking:

Pat Calhoun – CEO & Founder of Espressive

Pat Calhoun is a visionary leader with an intense focus on user experience and customer adoption. He has founded two companies – Airespace and Espressive. As CEO at Espressive, Pat is set to transform the enterprise self-service experience to a consumer-like approach that drives employee adoption and significantly reduces help desk calls. Espressive has helped companies like Dexcom achieve 93% self-service accuracy with 64% help desk ticket deflection.

Eduarda Camacho – Senior Vice President, Customer Success and Chief Customer Officer at BMC

Eduarda Camacho is senior vice president and chief customer officer (CCO) of BMC Software, Inc. She is responsible for a cohesive and impactful Customer Success function that helps BMC customers on their journey to an Autonomous Digital Enterprise. She also serves as the Chief Customer Advocate, or the voice of the customer, focused on developing and implementing a value-driven customer success program that champions customers and keeps them at the center of all BMC does.

Sheena Iyengar – Author of Think Bigger: How to Innovate

Sheena S. Iyengar is the S.T. Lee Professor of Business at the Columbia Business School. She is one of the world’s experts on choice and innovation. In 2010, her book, The Art of Choosing, was ranked by the Financial Times, McKinsey, and Amazon as one of the Best Business Books of the Year. Her recorded TED Talks have received a collective 7 million views, and she regularly appears in top-tier media such as The Wall Street Journal, The Financial Times, The New Yorker, The Economist, Bloomberg Businessweek, CNBC, CNN, BBC, and NPR.

Episode Highlights

  • AI-Driven Self-Service: Pat Calhoun discusses how Espressive is revolutionizing enterprise self-service by providing a consumer-like experience that enhances employee adoption and reduces help desk calls.
  • Customer Success Strategies: Eduarda Camacho shares insights into BMC's approach to customer success, emphasizing the importance of a cohesive and impactful function that champions customers.
  • Innovative Thinking: Sheena Iyengar explores the concept of innovation and how organizations can foster an environment that encourages creative problem-solving and breakthrough ideas.

Final Thoughts

DisrupTV Episode 319 offers a comprehensive look at the transformative forces shaping enterprise operations. From AI-driven self-service solutions to customer success strategies and innovative thinking, the insights shared by Pat Calhoun, Eduarda Camacho, and Sheena Iyengar provide valuable perspectives for leaders navigating the evolving landscape of enterprise technology.

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Business Research Themes

Innovation and Product-led Growth, New C-Suite, Next-Generation Customer Experience

Roles

Chief Executive Officer, Chief Technology Officer