Let’s extend a warm welcome to Prof. Venkatesh Shankar as he joins us on our podcast.

Prof. Venkatesh Shankar is the Harold M. Brierley Endowed Professor of Marketing and Academic Director, The Brierley Institute of Customer Engagement, Cox School of Business, Southern Methodist University.

He is also the Chair of Marketing Accountability Standards Board Advisory Council. His areas of specialization include Digital Business, Marketing Strategy, Innovation, New Product Management, Retailing, Services Marketing, Pricing, International Marketing, Branding, Mobile Marketing, and Artificial Intelligence. Prof. Shankar has a Ph.D. in marketing from the Northwestern University - Kellogg School of Management and has corporate experience in the areas of marketing and international business development. He has worked in diverse countries. Recognized as an American Marketing Association Fellow and among the top 1% of marketing scientists globally, he brings expertise in customer engagement, digital business, marketing strategy, and retailing.
He has been a visiting faculty at Stanford University, MIT Sloan School of Management, INSEAD, Singapore Management University, SDA Bocconi, Chinese European International Business School, and the Indian School of Business. He is co-editor of the Handbook of Marketing Strategy and the author of Shopper Marketing. He has served as a Research Fellow of Northwestern University’s Retail Analytics Council.

In this episode, Prof. Venkatesh Shankar shares profound insights from his research on “Creating a Customer-Centric Culture: Empowering Teams to Drive Engagement.”

This topic delves into the significance of cultivating a customer-centric culture within organizations to enhance customer satisfaction and loyalty. It highlights the role of empowering teams by providing them with the tools, training, and autonomy needed to prioritize customer needs effectively. By fostering collaboration, encouraging innovation, and aligning goals with customer expectations, organizations can create meaningful engagement and long-lasting relationships with their customers. The focus is on actionable strategies, such as leveraging customer feedback, promoting accountability, and embedding customer-first principles into every aspect of the business.

This podcast is brought to you by Global Management Consultancy. For more information, please visit www.globalmanagementconsultancy.com.

Disclaimer:

A. The background music used in this video is the property of its respective developer and is protected by Copyright. Although it is a free version, Business Talk, Global Management Consultancy and Deepak Bhatt do not hold the rights to this music.

B. Prof. Venkatesh Shankar has graciously permitted us to share his groundbreaking research, “Creating a Customer-Centric Culture: Empowering Teams to Drive Engagement,” on the Business Talk Podcast Channel. Stay tuned for an inspiring episode filled with actionable insights! The uploaded video contains copyrighted material; therefore, any modifications to graphics, music, or the presence of the author or host are strictly prohibited.

Empowering Teams for Engagement: Prof. Venkatesh Shankar’s Research-Backed Strategies

Let’s extend a warm welcome to Dr. Charles-Henri Besseyre des Horts as he joins us on our podcast.

Prof. Charles-Henri, Emeritus Professor at HEC Paris, holds dual doctorates from the University of Aix-Marseille and UCLA. He is the past-President of the AGRH (The Francophone Association of Academics in HR is a distinguished organization comprising over 1,000 members from 20 Francophone countries, dedicated to advancing human resources education, research, and collaboration across the Francophone world) and has directed multiple research chairs, including the HEC-Toshiba chair on 'Nomadism and Mobile Technology' and the HEC-Webhelp chair on 'Human Capital and Performance.' 

He has nearly three decades of teaching experience across all HEC programs, including the HEC MS in Management, HEC MBA, HEC Doctorate, and HEC Executive Programs. He founded and led the MS HEC Executive program in Strategic HR Management for 15 years.

His research centers on organizational change management, digital transformation, and the relationship between human capital and corporate performance. A prolific author, he has published over 25 books and 73 articles.

He is actively engaged in consulting and training initiatives across Europe, Asia, and Africa. Additionally, he serves as the Director of Corporate Relations at FNEGE, a prestigious foundation dedicated to fostering the growth and integration of academic education in various management disciplines.

In this episode, Dr. Charles-Henri will share profound insights from his research, "Human Capital in the Digital Era: Aligning Talent with Strategy for Lasting Impact."

In this episode, we explored how organizations can leverage human capital as a key driver for competitive advantage in an increasingly digital landscape. As technology reshapes the value and capabilities of the workforce, companies face both opportunities and challenges in aligning their human capital strategy with overarching corporate goals. We discussed how advanced analytics, digital tools, and strategic planning can enhance workforce performance, engagement, and resilience. By aligning workforce capabilities with corporate objectives, companies can foster a culture of innovation and agility, equipping them to thrive in a rapidly evolving environment. This conversation provided valuable insights for leaders seeking to harness the full potential of their teams and strategically position their organizations for long-term success.

This podcast is brought to you by Global Management Consultancy. For more information, please visit www.globalmanagementconsultancy.com.

Disclaimer:

A. The background music used in this video is the property of its respective developer and is protected by Copyright. Although it is a free version, Business Talk, Global Management Consultancy and Deepak Bhatt do not hold the rights to this music.

B. Dr. Charles-Henri Besseyre des Horts has granted permission to share insights from his research titled "Human Capital in the Digital Era: Aligning Talent with Strategy for Lasting Impact" on the Business Talk Podcast Channel. The uploaded video contains copyrighted material; therefore, any modifications to graphics, music, or the presence of the author or host are strictly prohibited.

Revolutionizing Talent Strategy for the Digital Era | Dr. Charles-Henri Besseyre’s Research Insights

A former IBM employee, Dr. James Cortada, provides an authoritative history of IBM, chronicling its significant influence on global business over the past century. Once an iconic force with its products and corporate culture shaping industries worldwide, IBM faced both triumphs and challenges, including near-collapse in the 1990s and a revival through strategic shifts and AI focus. Dr. Cortada delves into IBM's technology innovations, business culture, global reach, legal challenges, and leadership, highlighting its remarkable adaptability as the key to its enduring success in the IT market.

Dr. James Cortada is a historian specializing in the business and economic history of information and information technologies. 
With over 38 years at IBM, he held diverse roles in sales, consulting, management, and executive positions. He actively participates in the IEEE Computer Society and the American Historical Association and serves on the board of directors for the IT History Society. These engagements significantly shape his research endeavours. Currently, Dr. James Cortada serves as a Senior Research Fellow at the Charles Babbage Institute, part of the College of Science and Engineering and University Libraries at The University of Minnesota.

In this episode, Dr. James Cortada shares profound insights from his widely acclaimed book, “IBM: The Rise and Fall and Reinvention of a Global Icon.”

This podcast is brought to you by Global Management Consultancy. For more information, please visit www.globalmanagementconsultancy.com.

Disclaimer:

A. The background music used in this video is the property of its respective developer and is protected by Copyright. Although it is a free version, Business Talk, Global Management Consultancy and Deepak Bhatt do not hold the rights to this music.

B. Dr. James Cortada has graciously allowed us to share insights from his book, “IBM: The Rise and Fall and Reinvention of a Global Icon,” on the Business Talk Podcast Channel. The uploaded video contains copyrighted material; therefore, any modifications to graphics, music, or the presence of the author or host are strictly prohibited.

Unpacking IBM’s History with Dr. James Cortada: From Icon to Reinvention

Delegating work can help free up managers’ time and energy while empowering employees to take on meaningful tasks.

However, previous research has highlighted that delegating decision-making can sometimes lead to employees feeling overly burdened. In a new paper, researchers explore the negative impact that transferring choice responsibility can have on delegator-delegate relationships. They propose research-backed solutions for delegating decisions more fairly, aiming to mitigate some of the negative interpersonal consequences of delegation.

Prof. Hayley Blunden is an Assistant Professor of Management at the Kogod School of Business, American University. Her research focuses on improving challenging workplace interactions, particularly in areas like advice, feedback, voice, and virtual work. Her work has been published in journals such as Organizational Behavior and Human Decision Processes and Journal of Experimental Psychology: General, and featured in Harvard Business Review, The New York Times, The Economist, and more. Before academia, Prof. Hayley worked in internal strategy, consulting, and finance, with experience in organizations ranging from startups to Fortune 100 firms. Prof. Hayley earned her Ph.D. in Organizational Behavior from Harvard University, an MBA from Columbia Business School, and a BA in Economics and Media Studies from the University of Virginia.

Prof. Mary Steffel is an Associate Professor of Marketing and the Joseph G. Riesman Research Professor at the D’Amore-McKim School of Business, Northeastern University. She is also affiliated with the School of Public Policy and Urban Affairs. Prof. Mary Steffel studies consumer judgment and decision-making, focusing on when consumers seek help from others, make decisions for others, and how businesses and governments can support better decision-making. Her research has been published in top journals like Journal of Consumer Research, Journal of Marketing Research, Journal of Personality and Social Psychology, and Organizational Behavior and Human Decision Processes. She received the D’Amore-McKim School of Business Teaching Excellence Award and was named one of Poets & Quants' Top 40 Undergraduate Professors. Prof. Mary holds a Ph.D. in Marketing from the University of Florida, a Ph.D. in Psychology from Princeton University, and a B.A. in Psychology from Columbia University.

This podcast is brought to you by Global Management Consultancy. For more information, please visit www.globalmanagementconsultancy.com.

Disclaimer:

A. The background music used in this video is the property of its respective developer and is protected by Copyright. Although it is a free version, Business Talk, Global Management Consultancy and Deepak Bhatt do not hold the rights to this music.

B. Prof. Hayley Blunden & Prof. Mary Steffel have graciously shared valuable insights from their research topic, "How to Delegate Decision-Making Strategically," on the Business Talk Podcast Channel. We are grateful for their contribution to this thought-provoking discussion. Please be advised that the uploaded video contains copyrighted material. Therefore, any modifications to graphics, music, or the presence of the author or host are strictly prohibited.

Mastering Delegation: Prof. Blunden & Prof. Steffel's Insights on Strategic Decision-Making

This episode explores how subtle behavioral cues can influence decision-making, enhance productivity, and drive meaningful outcomes in the workplace. Don't miss this insightful discussion on the power of behavioral science in transforming organizational dynamics!

Prof. Hengchen Dai, a faculty member at UCLA Anderson School of Management, specializes in judgment and decision-making, leveraging data analytics to boost employee motivation and customer engagement. She co-directs the UCLA Health-Anderson Nudge Unit, applying behavioral science to improve clinical quality. With extensive publications in top journals and accolades like the APS Fellow and Janet Taylor Spence Award, Prof. Dai teaches across various MBA programs, focusing on applying research insights to real-world experiences. She holds a Ph.D. from the University of Pennsylvania and dual degrees from Peking University.

In this episode, Prof. Dai will share valuable insights from her research, "Behavioral Nudges: How Small Changes Can Drive Big Impact in Organizations."

This podcast is brought to you by Global Management Consultancy. For more information, please visit www.globalmanagementconsultancy.com.

Disclaimer:

A. The background music used in this video is the property of its respective developer and is protected by Copyright. Although it is a free version, Business Talk, Global Management Consultancy and Deepak Bhatt do not hold the rights to this music.

B. Prof. Hengchen Dai has graciously shared insights from her research, "Behavioral Nudges: How Small Changes Can Drive Big Impact in Organizations," on the Business Talk Podcast Channel. The uploaded video contains copyrighted material; therefore, any modifications to graphics, music, or the presence of the author or host are strictly prohibited.

Behavioral Nudges: Prof. Hengchen Dai Reveals How Small Changes Transform Organizations

💡 Key Insight:
Long before the digital age, David Rockefeller mastered the art of relationship management with a meticulous system that bridged the gap between timeless principles and modern tools. His legacy offers invaluable lessons for real estate advisors and entrepreneurs seeking to build meaningful, lasting connections.

Why Listen?
In this episode, you’ll uncover how Rockefeller's method—tracking 200,000 detailed index cards—helped him maintain one of the most impressive networks in history. Learn how to apply his principles with today’s tools to elevate your client relationships and streamline your business.

✨ Key Takeaways:
1️⃣ Personalization: Show genuine interest by recalling details from past interactions.
2️⃣ Efficiency: Keep detailed contact records for seamless follow-ups.
3️⃣ Strategic Networking: Anticipate client needs and foster collaboration.
4️⃣ Leverage Technology: Utilize tools like Reachat to streamline CRM management.
5️⃣ Invest in Support: Delegate administrative tasks to stay focused on high-value activities.

💼 Your Legacy Lesson:
By adopting Rockefeller’s timeless approach, you can create a network that not only drives business growth but also reflects care and authenticity. With modern CRMs, there’s no excuse not to follow in his footsteps.

📺 Watch & Learn:
Stay tuned for next week’s episode, where we’ll dive into the ideal CRM individual contact strategy—what you need to track and why it matters.

Let’s simplify, prioritize, and take flight together. ✈️

Stay disciplined,
Jim

MMPT #265 | ✈️ David Rockefeller, Pioneer of CRM and Relationship Management

Workforce Ecosystems by Prof. Jeff Schwartz is a vital guide to navigating modern workforces that go beyond traditional employees to include contractors, freelancers, and partner organizations. As roles become more project-based and technology transforms how work is done, businesses must adopt new strategies for managing these interconnected ecosystems.

Drawing on case studies, global surveys, and insights from leaders at Amazon, IBM, NASA, and more, this research-driven book provides actionable frameworks to help leaders refine strategies, leverage technology, and address the ethical and societal challenges of workforce ecosystems.

Prof. Jeffrey is an adjunct assistant professor at Columbia Business School where he co-designed the future of work MBA and executive education courses. He is also the Vice President of Insights and Impact at GLOAT, the world’s leader in talent marketplaces and skills analytics powered by AI.

Previously, he spent 20 years at Deloitte Consulting, serving as U.S. Leader for the future of work and a senior partner in Global Human Capital. He has held leadership roles in marketing, talent practices, and global delivery in India. He was the founding editor of Deloitte’s global human capital trends report and co-founded Catalyst Tel Aviv, Deloitte’s first global innovation hub, where he met Gloat's founders. An acclaimed expert in work and workforce transformation, Prof. Jeffrey has led consulting practices across the U.S., India, Israel, Belgium, Russia, and Kenya. Prof. Jeffrey completed joint graduate studies at the Yale School of Management (MBA, 1987) and Princeton University’s School of Public and International Affairs (MPA, 1987). He holds a BA in History and Government from Cornell University (1980), where he also served as a member of the Board of Trustees from 1979 to 1980. In 2024, Thinkers360 recognized Prof. Jeff as one of the top 50 global leaders and influencers in the Future of Work.

In this episode, Prof. Jeffrey Schwartz shares profound insights from his highly acclaimed book, “Workforce Ecosystems: Reaching Strategic Goals with People, Partners, and Technologies.”

To learn more about Prof. Jeff Schwartz's work, check out the following resources:

• Workforce Ecosystems: Reaching Strategic Goals with People, Partners, and Technologies (2023) MIT Press
• Work Disrupted (2021) Deloitte: Digital Workforce Transformation Roadmap
• Gloat 

Contact Prof. Jeff Schwartz
LinkedIn: Jeff Schwartz - Future of Work Disrupted
Email: jls2387@columbia.edu / jeff.s@gloat.com

This podcast is brought to you by Global Management Consultancy. For more information, please visit www.globalmanagementconsultancy.com.

Disclaimer:

A. The background music used in this video is the property of its respective developer and is protected by Copyright. Although it is a free version, Business Talk, Global Management Consultancy and Deepak Bhatt do not hold the rights to this music.

B. Prof. Jeff Schwartz has generously shared profound insights from his book, “Workforce Ecosystems: Reaching Strategic Goals with People, Partners, and Technologies,” during his appearance on the Business Talk Podcast Channel. The uploaded video contains copyrighted material; therefore, any modifications to graphics, music, or the presence of the author or host are strictly prohibited.

How Workforce Ecosystems Transform Business: Insights from Prof. Jeffrey Schwartz

In a world where products and organizational design often take centre stage, Helge Tennø —a long-time strategist and innovation advisor focused on customer-centric transformations— makes the case for redefining and delivering customer value.
In this episode, he challenges the conventional reliance on engagement and sales metrics and highlights the importance of measuring real customer value, driving behavioural and strategic change - thus linking customer impact directly to business success.
Using a customer-centric four-stack framework that aligns Experience, Data, Strategy, and Culture, he offers a wealth of insights on rethinking organizational design and navigating the future of AI-driven customer experiences.

As a prolific writer and practitioner voicing customer-centricity for over two decades, Helge has guided several organizations worldwide in creating meaningful value for customers.
In this conversation, he helps us visualize what it means to step out of purely product-centric perspectives, outdated measurement systems, and rigid internal structures. 
Taking real-world examples, he explores how organizations can build a clear chain of measurement, tracking the real impact of engagement, behavioural shifts, and ultimately, business value. 
This episode is not missing, as we also touch upon the future of customer centricity, which breaks free from traditional customer journeys –  and captures the complexity, helping organizations become intuitive and human-centred.
Join us as we refocus on what truly matters: placing customers at the heart of every organization.

Key Highlights
👉 Customer-centricity is not just a mindset shift but a structural transformation, requiring organizations to embed customer needs into strategy, measurement, and ways of working.
👉 Traditional customer journeys often fail to capture complexity—organizations can instead explore designs that suit their specific requirements and aid their decision-making.
👉 Ownership in a customer-centric organization must evolve—teams should focus on owning customer outcomes rather than just products to drive meaningful impact.
👉 Rethinking measurement is crucial—organizations must stop assuming that more engagement equals success and start tracking behavioural change and long-term value creation.
👉 AI and modularization will redefine customer interactions, potentially enabling customers to self-configure their own experiences—but most businesses lack the right data to support this shift.
👉 Innovation should be embedded within daily operations, rather than being treated as a separate function or ceremonial event, to drive continuous transformation at scale.


Topics /chapters
(00:00) Bringing Customers Back to the Heart of Business
(00:56) Introducing Helge
(03:41) The importance of being a customer-centric organization
(06:37) Key Elements of a Customer Centric Transformation
(09:54) Line of Sight between Employees and Value
(13:57) Evaluating True Value
(17:15) Orchestrating Business Value in Complexity
(21:59) Driving Ownership in a Customer-Centric Organization
(26:44) Enabling Customer Based Metric System
(30:44) Technology and Modern Tool Integrations for Data Analysis
(34:57) AI and customers self-designing their experiences
(44:50) What’s the space for simplicity, aesthetics, and design?
(49:15) What’s the rebundling that’s going to put customers in the center?
(53:19) Keeping Leaders Grounded in the Chaos
(57:32) Breadcrumbs and Suggestions

Episode recorded on Jan 21, 2025

Find out more about the show and the research at Boundaryless at https://boundaryless.io/resources/podcast

Get in touch with Boundaryless:

Twitter: https://twitter.com/boundaryless_
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Music
Music from Liosound / Walter Mobilio. Find his portfolio here: https://blss.io/Podcast-Music

#114 - Bringing Customers Back to the Heart of Business - with Helge Tennø

Dive deep into data with "Market Mavens." Dr. Olivia Chen breaks down complex market trends and consumer behaviors into actionable insights. Tune in bi-weekly for expert analysis and strategic planning tips to stay ahead of the curve.

Mastering Market Research & Planning

Edmund Lowman brings a powerhouse of global business experience to his role as Chief Business Officer at Bryant Estate.
Read the original Medium story here:
https://medium.com/@bryant_estate/the-people-behind-the-wine-at-bryant-estate-edmund-lowman-f65589bab763

People Behind The Wine At Bryant Estate- Edmund Lowman.3-Part Series About The Bryant Estate Team3/3

Nestled atop Napa’s prestigious Pritchard Hill, Bryant Estate is an iconic wine producer renowned for its exceptional Cabernet Sauvignon.

Jim Miller is a success mentor and life coach who guides top real estate brokers from around the country while managing 2.3B+ in sales production as Designated Managing Broker with Jameson Sotheby’s International Realty in Chicago, Illinois.  He is also recognized as a top real estate coach to top Sotheby's International Realty brokers in 35 luxury markets.

Welcome to Business Talk, your go-to podcast for the latest trends, insights, and thought-provoking discussions in the business world. Whether you're a business professional, entrepreneur, researcher, or academic, our episodes will challenge you to rethink conventional wisdom and inspire actionable ideas.

Brought to you by Global Management Consultancy, we are committed to driving innovation and excellence in the business community. All content Copyrighted 2024 by Global Management Consultancy.

For more information about our past and upcoming podcasts, please click here:https://www.deepakbbhatt.com/businesstalk

Boundaryless helps global customers with Business Strategy and Organization Design for the age of Ecosystems.
We do it by creating openly accessible frameworks and by supporting a community of organizations, institutions, and individuals through workshops, training, and consulting services. 

In this space we host all our audio recordings, including the Boundaryless Conversations podcast, a show focused on exploring the future of large scale organising by leveraging on technology, network effects and shaping narratives. We explore how platforms can help us play with a world in turmoil, change, and transformation: a world that is at the same time more interconnected and interdependent than ever but also more conflictual and rivalrous. 

We used to be online at platformdesigntoolkit.com... now find us on our new website: www.boundaryless.io!

Email: hello@boundaryless.io

New tracks tagged #BusinessStrategy