The Emblazers Show

Emblaze

The Emblazers is your inside track to bold ideas and sharp insights for B2B revenue growth. Hosted by Abby Kerr with resident expert Tim Riesterer, you’ll hear thought leaders, analysts, and practitioners in laid-back, engaging conversations on trending themes shaping sales, enablement, and customer experience. Perfect for leaders like you who love talking shop.

  1. Mastering the Psychological Endurance of Sales

    1D AGO

    Mastering the Psychological Endurance of Sales

    How do you help sales teams stay motivated and perform consistently when the pressure is higher than ever and rejection is a constant challenge? In this episode of The Emblazers Show, host Tim Riesterer talks with Dr. Debbie Qaqish, a leading expert on sales psychology and neuroscience, to discuss how salespeople can thrive in an unpredictable world. Dr. Qaqish shares her insights on how psychological endurance, mindset, and inner skills can help salespeople manage stress and perform better. She explains how sales is more than just a skillset and process; it’s about how to stay mentally resilient in the face of rejection and pressure. The conversation dives into Dr. Qaqish’s 3M model: Mindset, Moments, and Momentum, which outlines how salespeople can control their inner dialogue, stay grounded during high-stress situations, and use positive momentum to push forward. She discusses how mindset shapes performance and how small shifts in thinking can lead to better sales outcomes. The episode also touches on the importance of self-reflection, purpose, and leveraging strengths to create a more fulfilling sales career. For sales leaders and professionals looking to elevate performance, this episode provides practical tools to boost resilience, manage stress, and maintain focus on the bigger picture. Tune in to learn: How to use the power of mindset to reframe challenges and unlock potential The importance of controlling moments of stress to improve decision-making How momentum can propel consistent performance even in tough times   Episode highlights: (00:00) Introduction (02:18) Dr. Qaqish explains stress importance today (03:52) The 3M framework for sales leaders (07:36) How mindset shapes sales success (12:55) Controlling moments with the 3Rs method (18:31) Focusing on what’s in your control (31:53) Using the reset tool for performance Links and Resources: Connect with Abby Kerr: https://www.linkedin.com/in/abbycathkerr/ Connect with Tim Riesterer: https://www.linkedin.com/in/tim-riesterer/  Connect with Dr. Debbie Qaqish: https://www.linkedin.com/in/debbieqaqish/  Download The 10-Minute Leadership Reset™ Sales from Dr. Debbie Qaqish.   Subscribe to The Emblazers for more conversations with leading B2B thinkers. Explore the Emblaze revenue community and start a membership today.   Learn about Dr. Debbie Qaqish As a renowned expert in sales psychology, leadership, and the application of neuroscience to enhance sales performance, Dr. Debbie Qaqish specializes in helping organizations build resilient sales teams that thrive under pressure. Through her 3M model—Mindset, Moments, and Momentum—Dr. Qaqish empowers salespeople and leaders to manage stress, stay focused, and perform consistently. Her work bridges the gap between sales techniques and psychological health, helping teams navigate the challenges of modern sales environments.   Learn about Tim Riesterer As Chief Strategy Officer at Corporate Visions and Chief Research Officer at Emblaze revenue leaders’ community, Tim Riesterer is a pioneering force in developing customer conversations that break through the status quo and drive measurable business results. His innovative approach helps companies craft differentiated messages and deploy them through powerful self-service and sales-directed tools that consistently outperform traditional content strategies. A recognized expert in value creation and capture, Tim enables organizations to transform their customer conversations through proven methodologies that elevate their market position and drive sustainable growth.   Learn about Abby Kerr  As Director of Content & Community at Emblaze, Abby Kerr designs content experiences that spark conversations and strengthen the connective tissue between B2B revenue leaders. With a background spanning brand voice strategy, enterprise B2B content, and education, she brings a sharp eye for nuance and a deep understanding of how people learn and grow. A champion of insight-driven storytelling and peer-to-peer learning, Abby helps make Emblaze a place where leaders don’t just consume content—they contribute to it. She’s also a warm, un-shy introvert who reads fiction, asks big questions, and drinks her coffee black.

    35 min
  2. The Science of Sales Motivation and High Performing Teams

    MAY 19

    The Science of Sales Motivation and High Performing Teams

    How do you motivate consistent sales performance when every rep responds differently to incentives, data, and pressure? In this episode of The Emblazers Show, host Tim Riesterer talks with Professor Nick Lee, Assistant Dean of Research Culture and Environment at the University of Warwick - Warwick Business School, to explore what truly drives productivity inside modern sales teams. With over two decades of research in sales effectiveness, Nick brings a data-backed perspective on how motivation, rankings, and emerging technologies are reshaping how teams perform. They take a closer look at the role of performance leaderboards and why transparency can be a powerful driver of results. Nick explains the concept of last place aversion and how the fear of being at the bottom of a ranking can motivate meaningful improvement across a team. He also challenges the tendency to overlook low performers, showing how they can influence overall performance more than most leaders expect. Nick and Tim also explore how AI is changing the sales environment, where it adds value, and why human connection remains essential in complex B2B selling. For leaders looking to improve team performance, this episode offers practical insights on how to use data more effectively, design better performance systems, and balance technology with human judgment. Tune in to learn: Why performance transparency can increase sales productivity How last place aversion impacts team motivation Where AI helps sales teams and where human interaction still matters Episode highlights: (00:00) Introduction (03:23) The effect of rankings and last place aversion on team motivation (04:16) Why we often ignore the impact of low performers in sales (06:24) The power of stable rankings in driving performance (07:43) The psychological effects of performance rankings and their impact on sales (10:38) The value of cross-metric leaderboards and their influence on team dynamics (13:43) The importance of making rankings explainable and fair (19:59) How AI can improve feedback and sales processes without eliminating human interaction (20:19) AI's role in supporting, but not replacing, human decision-making (24:00) AI coaching and the importance of tailoring feedback to individuals (25:17) The potential risks of relying too heavily on AI in sales (28:41) Managing the shift toward AI in sales without losing the human connection (34:07) Closing thoughts on the future of AI in sales and performance management Links and Resources: Connect with Abby Kerr: https://www.linkedin.com/in/abbycathkerr/ Connect with Tim Riesterer: https://www.linkedin.com/in/tim-riesterer/  Connect with Professor Nick Lee: https://www.linkedin.com/in/profnicklee/    Subscribe to The Emblazers for more conversations with leading B2B thinkers. Explore the Emblaze revenue community and start a membership today.   Learn about Professor Nick Lee As Assistant Dean of Research Culture and Environment at the University of Warwick - Warwick Business School, Professor Nick Lee focuses on how data, incentives, and organizational dynamics influence sales effectiveness. With over two decades of research and collaboration with global organizations, he has helped uncover how performance metrics, leaderboards, and motivation strategies impact revenue outcomes. Professor Lee brings a rigorous, evidence-based perspective on how sales teams can improve productivity, adapt to new technologies like AI, and build more effective, human-centered selling environments.   Learn about Tim Riesterer As Chief Strategy Officer at Corporate Visions and Chief Research Officer at Emblaze revenue leaders’ community, Tim Riesterer is a pioneering force in developing customer conversations that break through the status quo and drive measurable business results. His innovative approach helps companies craft differentiated messages and deploy them through powerful self-service and sales-directed tools that consistently outperform traditional content strategies. A recognized expert in value creation and capture, Tim enables organizations to transform their customer conversations through proven methodologies that elevate their market position and drive sustainable growth.   Learn about Abby Kerr  As Director of Content & Community at Emblaze, Abby Kerr designs content experiences that spark conversations and strengthen the connective tissue between B2B revenue leaders. With a background spanning brand voice strategy, enterprise B2B content, and education, she brings a sharp eye for nuance and a deep understanding of how people learn and grow. A champion of insight-driven storytelling and peer-to-peer learning, Abby helps make Emblaze a place where leaders don’t just consume content—they contribute to it. She’s also a warm, un-shy introvert who reads fiction, asks big questions, and drinks her coffee black.

    37 min
  3. Rethinking Growth in an Unpredictable Market

    MAY 12

    Rethinking Growth in an Unpredictable Market

    How do you deliver predictable revenue growth when the market around you keeps shifting beneath your feet? In this episode of The Emblazers Show, host Tim Riesterer talks with Mark Niemiec, Chief Revenue Officer at SAP, to dig into what it takes to lead revenue organizations through volatility. With a background in enterprise sales leadership across major technology companies, Mark brings a grounded perspective on how growth strategies are changing and what today’s environment demands from CROs. They take a closer look at the transition from aggressive, top-line growth to a more disciplined focus on durability. Mark explains why bookings alone are no longer enough, how retention and product adoption are becoming central to revenue strategy, and why staying tightly aligned to the most important customer problems is critical. He also shares how AI and data are beginning to influence decision-making, while highlighting the gap between promise and real-world impact. For leaders navigating uncertain markets, this episode offers a grounded perspective on how to prioritize customer needs, build more durable revenue, and rethink the evolving role of sales leadership. Tune in to learn: Why durable growth now outweighs net new revenue How the CRO role is expanding across the full revenue lifecycle Where AI and data are creating real business value Episode highlights: (00:00) Focus on high-priority issues (00:21) Abby introduces Marc Niemiec (01:56) Navigating growth in unpredictable times (04:25) Emphasizing long-term value over short-term growth (06:49) The evolving role of CROs (10:31) Addressing AI's potential and risks (13:26) Successful AI applications in business operations (15:08) Enhancing sales with AI (19:28) Networking and community-building opportunities (23:34) Leveraging dashboards for CRO success (27:03) Transitioning from subscription to outcome-based pricing (30:31) Marc's advice for revenue leaders Links and Resources: Connect with Abby Kerr: https://www.linkedin.com/in/abbycathkerr/ Connect with Tim Riesterer: https://www.linkedin.com/in/tim-riesterer/  Connect with Marc Niemiec: https://www.linkedin.com/in/mniemiec/ Subscribe to The Emblazers for more conversations with leading B2B thinkers. Explore the Emblaze revenue community and start a membership today.   Learn about Mark Niemiec As Chief Revenue Officer at SAP, Mark Niemiec leads revenue strategy across the company’s customer experience and enterprise solutions business. His career spans senior leadership roles at major technology organizations, where he has driven growth, led large sales teams, and helped enterprise customers navigate complex business challenges. With experience across multiple economic cycles, Mark brings a practical perspective on the shift toward more durable, predictable growth and why solving high-impact, business-critical customer problems is essential to revenue performance today.   Learn about Tim Riesterer As Chief Strategy Officer at Corporate Visions and Chief Research Officer at Emblaze revenue leaders’ community, Tim Riesterer is a pioneering force in developing customer conversations that break through the status quo and drive measurable business results. His innovative approach helps companies craft differentiated messages and deploy them through powerful self-service and sales-directed tools that consistently outperform traditional content strategies. A recognized expert in value creation and capture, Tim enables organizations to transform their customer conversations through proven methodologies that elevate their market position and drive sustainable growth.   Learn about Abby Kerr  As Director of Content & Community at Emblaze, Abby Kerr designs content experiences that spark conversations and strengthen the connective tissue between B2B revenue leaders. With a background spanning brand voice strategy, enterprise B2B content, and education, she brings a sharp eye for nuance and a deep understanding of how people learn and grow. A champion of insight-driven storytelling and peer-to-peer learning, Abby helps make Emblaze a place where leaders don’t just consume content—they contribute to it. She’s also a warm, un-shy introvert who reads fiction, asks big questions, and drinks her coffee black.

    32 min
  4. The Hidden Reason Customer Success Breaks Down

    MAY 5

    The Hidden Reason Customer Success Breaks Down

    How do you scale customer success and drive predictable revenue in a world shaped by constant change and AI? In this episode of The Emblazers Show, Tim Riesterer talks with Ruben Rabago, Founder and Chief Advisor at Customer Revelations, to explore how the role of customer success has evolved from retention to a core driver of revenue growth. Drawing on years of experience, Ruben breaks down why many organizations struggle with adoption, forecasting, and scaling, and how the real challenge is not product but human behavior and change. They discuss the growing complexity of customer success, the shift toward outcome and consumption based models, and why layering AI onto broken systems only amplifies inconsistency. Ruben shares why companies must focus on identifying the right signals, aligning teams around predictable patterns, and building disciplined operating models that support growth. He also highlights the increasing importance of emotional intelligence in helping teams and customers navigate change effectively. If you are a revenue leader, customer success professional, or operator trying to scale in an AI driven environment, this episode offers practical insights on building a more predictable and human centered growth engine. Tune in to learn: How to identify the signals that actually predict retention and growth Why adoption problems are really change management challenges How to apply AI effectively without amplifying operational gaps   Episode highlights: (00:00) Introduction (02:43) How CS has evolved in scale and complexity over 15 years  (03:15) The shift from transactional sales to SaaS and the birth of CS  (04:23) Contrasting early CS with today's revenue expectations  (06:35) CS now reports to CROs and carries expansion quotas (08:03) Breaking down the math of protecting and growing existing revenue (10:14) How growth creates complexity and operational breakdown  (11:20) Adding more tools and AI on broken systems only scales the mess (13:28) AI reacts to ambiguity rather than removing it  (14:50) AI should improve judgment, consistency, and throughput  (16:10) Start by identifying where signal is being lost, not where to apply AI  (20:06) Forecasting as an example of cross-team alignment breaking down  (22:24) Emblaze community advertisement  (23:21) Pivot to consumption-based pricing and whether SaaS is dead (24:57) SaaS is now measured on results, not just software access  (25:59) Most adoption problems are actually change management problems  (28:28) Empowering customer champions to lead internal change is the key CS skill  (31:46) How to identify the two or three signals that truly predict retention  (35:40) Closing advice on forecasting, simplifying signals, and moving humans through change   Links and Resources: Connect with Abby Kerr: https://www.linkedin.com/in/abbycathkerr/ Connect with Tim Riesterer: https://www.linkedin.com/in/tim-riesterer/  Connect with Ruben Rabago: https://www.linkedin.com/in/rubenrabago/   Subscribe to The Emblazers for more conversations with leading B2B thinkers. Explore the Emblaze revenue community and start a membership today.   Learn about Ruben Rabago As Chief Advisor at Customer Revelations, Ruben Rabago has been at the forefront of shaping how companies approach retention, growth, and customer outcomes in the SaaS era. With deep experience building and scaling customer success organizations, Ruben brings a unique perspective on how the function has evolved from relationship management to a core driver of revenue and business performance. His approach emphasizes operational discipline, signal clarity, and aligning teams around predictable growth.   Learn about Tim Riesterer As Chief Strategy Officer at Corporate Visions and Chief Research Officer at Emblaze revenue leaders’ community, Tim Riesterer is a pioneering force in developing customer conversations that break through the status quo and drive measurable business results. His innovative approach helps companies craft differentiated messages and deploy them through powerful self-service and sales-directed tools that consistently outperform traditional content strategies. A recognized expert in value creation and capture, Tim enables organizations to transform their customer conversations through proven methodologies that elevate their market position and drive sustainable growth.   Learn about Abby Kerr  As Director of Content & Community at Emblaze, Abby Kerr designs content experiences that spark conversations and strengthen the connective tissue between B2B revenue leaders. With a background spanning brand voice strategy, enterprise B2B content, and education, she brings a sharp eye for nuance and a deep understanding of how people learn and grow. A champion of insight-driven storytelling and peer-to-peer learning, Abby helps make Emblaze a place where leaders don’t just consume content—they contribute to it. She’s also a warm, un-shy introvert who reads fiction, asks big questions, and drinks her coffee black.

    39 min
  5. Identifying Patterns for Predictable Business Growth

    APR 28

    Identifying Patterns for Predictable Business Growth

    How do you drive consistent growth when you're managing multiple priorities and facing constant change? In this episode of The Emblazers Show, Tim Riesterer talks with Ken Powell, Chief Revenue Officer at K1X, Inc., to explore how revenue leaders can spot emerging patterns and navigate uncertain times. With decades of experience leading revenue teams, Ken digs into how growth is more of a pattern than an outcome, and why recognizing early warning signs of stagnation is crucial for long-term success. They discuss the importance of foresight in leadership, the dangers of pushing harder instead of working smarter, and why getting comfortable with questioning assumptions is key to unlocking sustainable growth. Ken also shares insights on how to shift focus from just closing deals to driving real value for customers and fostering lasting relationships. If you're a revenue leader or CRO facing challenges in an unpredictable business landscape, this episode is packed with actionable advice. Tune in to learn: How to identify and leverage patterns for predictable growth Why questioning the status quo is crucial for leadership success How to manage revenue in a way that goes beyond just closing deals Episode highlights: (00:00) Introduction (01:00) Ken’s career journey and his view on growth (05:00) The emerging patterns that indicate growth may stall (07:00) Why SaaS models are being challenged and how to address it (09:00) The need for value realization in business models (12:00) Identifying operational change as a key factor for growth (14:30) How companies can adjust their team structures for optimal growth (18:00) The importance of embedding technology in business processes (20:00) Ensuring teams are equipped to drive change and growth   Links and Resources: Connect with Abby Kerr: https://www.linkedin.com/in/abbycathkerr/ Connect with Tim Riesterer: https://www.linkedin.com/in/tim-riesterer/  Connect with Ken Powell: https://www.linkedin.com/in/kenpowell/   Subscribe to The Emblazers for more conversations with leading B2B thinkers. Explore the Emblaze revenue community and start a membership today.   Learn about Ken Powell As Chief Revenue Officer at K1X, Inc., Ken Powell leads growth strategies, helping businesses navigate unpredictable markets and scale sustainable revenue. With decades of experience in sales leadership, including key roles in advisory and operational positions, Ken brings a wealth of knowledge in recognizing emerging patterns and driving business durability. His approach emphasizes foresight, disciplined decision-making, and identifying the hidden signals that drive long-term success.   Learn about Tim Riesterer As Chief Strategy Officer at Corporate Visions and Chief Research Officer at Emblaze revenue leaders’ community, Tim Riesterer is a pioneering force in developing customer conversations that break through the status quo and drive measurable business results. His innovative approach helps companies craft differentiated messages and deploy them through powerful self-service and sales-directed tools that consistently outperform traditional content strategies. A recognized expert in value creation and capture, Tim enables organizations to transform their customer conversations through proven methodologies that elevate their market position and drive sustainable growth.   Learn about Abby Kerr  As Director of Content & Community at Emblaze, Abby Kerr designs content experiences that spark conversations and strengthen the connective tissue between B2B revenue leaders. With a background spanning brand voice strategy, enterprise B2B content, and education, she brings a sharp eye for nuance and a deep understanding of how people learn and grow. A champion of insight-driven storytelling and peer-to-peer learning, Abby helps make Emblaze a place where leaders don’t just consume content—they contribute to it. She’s also a warm, un-shy introvert who reads fiction, asks big questions, and drinks her coffee black.

    35 min
  6. How Sales Certifications are Changing the Game for Sellers

    APR 21

    How Sales Certifications are Changing the Game for Sellers

    Most salespeople are set up to fail. Here's how the best ones succeed anyway. In this episode of The Emblazers: B2B Leaders Igniting Revenue, Tim Riesterer sits down with Rob Durant, CEO of US Operations at the Institute of Sales Professionals to dig into why sales still lacks the professional guardrails that define fields like law and medicine, and what the ISP is doing to fix it. Rob traces his path from Walt Disney to building a career around elevating the sales profession, and explains how the ISP's Sales Capability Framework is giving organizations a real structure for certification, ethics, and performance. If you lead a sales team or you're serious about your own development, this one's worth your full attention. Tune in to learn: Why sales needs professional standards and certification How the ISP is making a difference in the US and globally The role of ethics in modern sales and how to get certified  Episode highlights: (00:00) Introduction (01:49) Sales lacks certification despite high responsibility (02:40) Jobs versus careers and skill development expectations (06:04) Buyers expect value beyond product knowledge (07:28) The myth of seller-free buying versus guided help (09:42) The Institute of Sales Professionals aims to codify sales best practices (10:58) ISP framework, assessment, and global expansion explained (13:49) Framework built with UK oversight and standards body (16:26) Certifying individuals, companies, and ethical commitments (22:11) Training must target real skill gaps (25:44) Universities partner to certify future sales talent (29:58) Goal to make ISP a global standard   Links and Resources: Connect with Abby Kerr: https://www.linkedin.com/in/abbycathkerr/ Connect with Tim Riesterer: https://www.linkedin.com/in/tim-riesterer/  Connect with Rob Durant: https://www.linkedin.com/in/robdurant     Subscribe to The Emblazers for more conversations with leading B2B thinkers. Explore the Emblaze revenue community and start a membership today.   Learn about Rob Durant As CEO of US Operations at the Institute of Sales Professionals, Rob Durant leads efforts to elevate the sales profession through certification, training, and community development. With over 20 years of experience in sales leadership, Rob has worked across various industries, from his early days at the Walt Disney Company to helping organizations improve their sales, leadership, and customer service strategies. His passion for mentoring and developing sales professionals has driven him to focus on creating structured standards for the sales industry, similar to those seen in other established professions.   Learn about Tim Riesterer As Chief Strategy Officer at Corporate Visions and Chief Research Officer at Emblaze revenue leaders’ community, Tim Riesterer is a pioneering force in developing customer conversations that break through the status quo and drive measurable business results. His innovative approach helps companies craft differentiated messages and deploy them through powerful self-service and sales-directed tools that consistently outperform traditional content strategies. A recognized expert in value creation and capture, Tim enables organizations to transform their customer conversations through proven methodologies that elevate their market position and drive sustainable growth.   Learn about Abby Kerr  As Director of Content & Community at Emblaze, Abby Kerr designs content experiences that spark conversations and strengthen the connective tissue between B2B revenue leaders. With a background spanning brand voice strategy, enterprise B2B content, and education, she brings a sharp eye for nuance and a deep understanding of how people learn and grow. A champion of insight-driven storytelling and peer-to-peer learning, Abby helps make Emblaze a place where leaders don’t just consume content—they contribute to it. She’s also a warm, un-shy introvert who reads fiction, asks big questions, and drinks her coffee black.

    34 min
  7. How to Sell When Price Is the Only Differentiator

    APR 14

    How to Sell When Price Is the Only Differentiator

    What does it take to win when buyers can't tell you apart from the competition—and just default to whomever's cheapest? In this episode of The Emblazers: B2B Leaders Igniting Revenue, Tim Riesterer talks with Mike Rogers, National Sales Director at Nelnet Campus Commerce, to tackle one of the hardest problems in enterprise sales: breaking through in a commoditized market. With over two decades in sales leadership, including time at Oracle, Mike has learned that speed isn't always your friend. He makes the case for slowing down the sales process to expose the gaps in buyer thinking that most reps rush right past. They dig into why product-led conversations keep teams stuck, how to build a genuine point of view on your customer's business, and what it actually means to sell at multiple levels of an organization. Mike also shares how disciplined pipeline management keeps teams from bleeding time on deals they were never going to win—and why documenting customer value is just as important as delivering it. If your team is fighting for deals in a price-sensitive market, this one's worth your time. Tune in to learn: How to compete in commoditized markets without relying on price Why pausing improves sales conversations and reveals buyer blind spots How to build a fact-based sales approach that strengthens pipeline quality Episode highlights: (00:00) Introduction (01:30) Mike explains Nelnet's educational tech solutions (05:20) Key lessons from Mike's Oracle experience (06:26) The structure of Nelnet’s sales team (10:03) RFPs and navigating informed buyers (12:45) Mike’s approach: the pause and listen method (14:40) Behavioral economics in sales (21:01) Triple metric framework for sales kickoffs (26:30) The importance of documenting success outcomes (29:29) The impact on pipeline and customer relationships (31:12) Mike’s maxims for sales leadership Links and Resources: Connect with Abby Kerr: https://www.linkedin.com/in/abbycathkerr/ Connect with Tim Riesterer: https://www.linkedin.com/in/tim-riesterer/ Connect with Mike Rogers: https://www.linkedin.com/in/mike-rogers-7767585/ Subscribe to The Emblazers for more conversations with leading B2B thinkers. Explore the Emblaze revenue community and start a membership today.   Learn about Mike Rogers As National Sales Director at Nelnet Campus Commerce, Mike Rogers leads national sales strategy and helps institutions modernize financial experiences in higher education. With over 20 years in enterprise sales and leadership roles at Oracle, he brings deep expertise in aligning complex solutions to executive priorities and long-term business outcomes. His approach focuses on disciplined selling, behavioral insights, and building value-driven customer relationships.   Learn about Tim Riesterer As Chief Strategy Officer at Corporate Visions and Chief Research Officer at Emblaze revenue leaders’ community, Tim Riesterer is a pioneering force in developing customer conversations that break through the status quo and drive measurable business results. His innovative approach helps companies craft differentiated messages and deploy them through powerful self-service and sales-directed tools that consistently outperform traditional content strategies. A recognized expert in value creation and capture, Tim enables organizations to transform their customer conversations through proven methodologies that elevate their market position and drive sustainable growth.   Learn about Abby Kerr  As Director of Content & Community at Emblaze, Abby Kerr designs content experiences that spark conversations and strengthen the connective tissue between B2B revenue leaders. With a background spanning brand voice strategy, enterprise B2B content, and education, she brings a sharp eye for nuance and a deep understanding of how people learn and grow. A champion of insight-driven storytelling and peer-to-peer learning, Abby helps make Emblaze a place where leaders don’t just consume content—they contribute to it. She’s also a warm, un-shy introvert who reads fiction, asks big questions, and drinks her coffee black.

    35 min
  8. Scaling Customer Success with AI and Automation

    APR 7

    Scaling Customer Success with AI and Automation

    In this episode of The Emblazers: B2B Leaders Igniting Revenue, Tim Riesterer talks with Michael Hubbard, Chief Customer Officer at Ping Identity. They discuss the evolving role of customer success and its integration into the growth engine of businesses.  With years of experience in revenue and customer operations, Michael shares valuable insights on how customer success has shifted from a reactive support function to a strategic driver of retention, expansion, and advocacy. Michael highlights how customer success is no longer just about support but has become a key partner across sales, marketing, and product teams. He explains how modern customer success leaders are now accountable for key metrics like renewal rates, customer retention, and margin improvement; often leveraging AI and data to optimize processes, reduce costs, and enhance the overall customer experience. Tim and Michael also discuss how customer success is essential for driving long-term value, ensuring customers realize the full potential of their products and services. Check out this episode for insights on how businesses are making data-driven decisions and embracing emerging technologies to meet customer needs in a fast-evolving digital landscape. Tune in to learn: How customer success has shifted from a support role to a growth engine for businesses Why the importance of leveraging data and AI in customer success can improve renewals, retention, and margin growth Why businesses should integrate customer success across sales, marketing, and product teams for maximum impact Episode highlights: (00:00) Introduction (00:35) Meet Michael Hubbard (02:04) Ping Identity explained (03:50) Support's evolution into growth engine (08:34) How the CCO role evolved (15:04) Measuring success and NDR (20:07) Renewals workflow pod model (24:53) AI in customer experience (29:59) Scaling with AI metrics (31:31) The return of human connection Links and Resources: Connect with Abby Kerr: https://www.linkedin.com/in/abbycathkerr/ Connect with Tim Riesterer: https://www.linkedin.com/in/tim-riesterer/ Connect with Michael Hubbard: https://www.linkedin.com/in/michaelhubbardinfo/ Subscribe to The Emblazers for more conversations with leading B2B thinkers. Explore the Emblaze revenue community and start a membership today.   Learn about Michael Hubbard As the Chief Customer Officer at Ping Identity, Michael Hubbard leads customer experience and value realization efforts, driving sustainable revenue growth by ensuring customers achieve long-term value. With experience at ServiceNow, VMware, and Smartsheet, he integrates customer success across sales, marketing, and product teams, using data, AI, and workflow automation to enhance customer experiences and improve retention and expansion. Michael's systems-level approach helps organizations transition from reactive service models to proactive growth strategies, optimizing customer relationships, reducing churn, and achieving measurable revenue outcomes.   Learn about Tim Riesterer As Chief Strategy Officer at Corporate Visions and Chief Research Officer at Emblaze revenue leaders’ community, Tim Riesterer is a pioneering force in developing customer conversations that break through the status quo and drive measurable business results. His innovative approach helps companies craft differentiated messages and deploy them through powerful self-service and sales-directed tools that consistently outperform traditional content strategies. A recognized expert in value creation and capture, Tim enables organizations to transform their customer conversations through proven methodologies that elevate their market position and drive sustainable growth.   Learn about Abby Kerr  As Director of Content & Community at Emblaze, Abby Kerr designs content experiences that spark conversations and strengthen the connective tissue between B2B revenue leaders. With a background spanning brand voice strategy, enterprise B2B content, and education, she brings a sharp eye for nuance and a deep understanding of how people learn and grow. A champion of insight-driven storytelling and peer-to-peer learning, Abby helps make Emblaze a place where leaders don’t just consume content—they contribute to it. She’s also a warm, un-shy introvert who reads fiction, asks big questions, and drinks her coffee black.

    37 min
See All (41)

Trailer

5
out of 5
21 Ratings

About

The Emblazers is your inside track to bold ideas and sharp insights for B2B revenue growth. Hosted by Abby Kerr with resident expert Tim Riesterer, you’ll hear thought leaders, analysts, and practitioners in laid-back, engaging conversations on trending themes shaping sales, enablement, and customer experience. Perfect for leaders like you who love talking shop.

Information

  • Creator
    Emblaze
  • Years Active
    2025 - 2026
  • Episodes
    41
  • Rating
    Clean
  • Copyright
    © Copyright 2025 | All Rights Reserved
  • Show Website
    The Emblazers Show