Home Friday Recording #49 AI ethics, Automation, & Breakout Rooms for Zoom

#49 AI ethics, Automation, & Breakout Rooms for Zoom

by Mary Green
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Mary Green [00:06:22]:
And he’s gonna jump on and share with us. He was supposed to today, but I totally forgot. And he was nice enough to reschedule with me. Yeah. As you all know, I’m Mary and I’m messy. And, well, I will give you my heart and try to give everything I can as far as good content, it may come across as messy. So if anyone has a topic they wanna talk about, you can raise your hand. You can jump in chat.

Mary Green [00:06:50]:
You can just send it to me on some kind of platform, Slack, LinkedIn, Zoom, wherever you want. And I can call out to you and let you talk, or you can just jump right in.

07:03 AI writing interviews without permission is unethical.

Daniel Palay [00:07:03]:
Do you have a question, Mary? I on the, on the AI side, I know you said we’re gonna talk about it at some other point, but it’s top of mind for me right now, which is how The the line at which, sort of AI or like writing up stories works, when you’re dealing with, interviews that aren’t technically approved to be public. So, like, all of the interviews we do, none nothing is public until we get approval to it. If we were to then send it to a third party system to write up something, I don’t feel comfortable, giving up the chain of command as it were, chain of custody, to somebody else that isn’t my team. It’s one thing if I give it to a freelancer that I am physically paying that is sort of kind of on our staff. But to give it to a a system that we don’t control, I I struggle with the ethics of doing that. And that’s where we’ve kinda run into the we can’t necessarily use, AI to even get us that first step.

Mary Green [00:08:07]:
Gotcha. What so is it

Leslie Barrett [00:08:11]:
Can you just, like, give the details, like, are anonymous or, like, you just blackout the name of the company in any stats, and then you change it once you get it back from them?

Daniel Palay [00:08:27]:
But the the the issue is so if I were to take the transcript Of the store like, so then I get the transcript of the story or even the recording of the story. I then have to go in and change all of the the names and and take it out. And then they they write it up. I’m still adding. It’s

Kristine Kukich [00:08:46]:
but it’s not good enough. Right? It’s not hiding

Daniel Palay [00:08:50]:
enough. That’s what I’m saying. Plus, also, what is the value that I’m getting out of it? If my goal is to write a story that has, that’s public, that has all their information in it, would wiping out all of the stuff in the transcript really get me what I want?

Leslie Barrett [00:09:12]:
I think you gotta

Mary Green [00:09:13]:
try it. It sounds like one of those testing things you gotta experiment with little bit here and there, unfortunately. But I get your point. I think that’s something that a lot of people are considering, especially with I my understanding is that, like, chat DPT will take what you give it, add it to their database of what they use for everybody and then spit out answers from that database that they use for everyone. So you have to be careful with adding any, what is it, proprietary data to it. I know I’ve heard some people say, like, we’re not supposed to use it for x y z reasons. I think it’s mostly around privacy.

Daniel Palay [00:10:03]:
That makes sense. I just I I still struggle with anything I have a conversation with with a customer is technically covered under the same NDA that, they’re covered on under, you know, talking to support. So giving it to any third party, whether it’s, unless we have another NDA with them is seems like it violates that. But if other people are either, you know, just trying it out or or I just it’d be interesting to see if I’m alone in this situation.

Kristine Kukich [00:10:35]:
Daniel. In in customer education, on the customer education side, we’re seeing a split in half almost almost exactly. Well, it’s kind of the same amount and then people who are not using it at all. But, there’s 1 group that is is doing the the trying to anonymize to see how it plays out without giving away any of their IP or, again, any of their customer data. There’s 1 group that is basically saying, no, we’re not just not going there. It’s it’s too dangerous right now for the reasons that you just stated. So I I don’t know that there’s any best practice around it yet. I just think there’s too many Equal equal players.

Kristine Kukich [00:11:15]:
Right? The the last survey that I did a couple of weeks ago had about 40% on each side and a 20% undecided because they hadn’t even gone there yet. They weren’t even thinking about

Daniel Palay [00:11:27]:
it. That makes a lot of sense. I’ve kinda come down on I’m I’m on the conservative side. So I’ve, I’ve turned my view to basically Using AI to write up recaps and or stories based off of people who have given public, you know, videos and or talks. Because I’m like, alright. That’s public. You can’t say that we’re we’re doing that. It’s just a computer looking at something public and and writing it up that way.

Mary Green [00:11:55]:
That’s a good idea.

Kristine Kukich [00:11:55]:
And I think that’s the best middle ground you can do right

Julie Neumesiter [00:12:00]:
now. Question, Daniel. I don’t know if I missed this the beginning. But how what do you use for transcriptions? Is that a concern as well?

Daniel Palay [00:12:08]:
No. Because we have so we use a service called Temi. And there, we have a, we have a, we have an NDA with them. Right? It’s a little bit it’s a little bit different, also because it’s not the the other biggest thing here is what, what Mary talks about, which is the what certain AI’s train on. Right? The the transcription service doesn’t train on things you put in there other than it learns how better to to say the word Grafana, I guess. It Right. It doesn’t spell out with a p h anymore. But other than that, like so there’s a little bit less, for lack of a better word, achiness when it comes to the the transcription also, you know, tools like Zoom and and Webex all shoot off, transcriptions as well.

Daniel Palay [00:13:01]:
Gotcha. That’s a that’s a great question.

Mary Green [00:13:09]:
I just really enjoy all the AI tools. Anything new from AI this week, Christine?

Kristine Kukich [00:13:18]:
We are starting to see some, some AI pop up a lot more AI pop up in terms of generative visuals? I’m getting ready to do to do some some surveys, so get prepared to answer surveys, guys. We’re we’re seeing some, some tools come out that work like, generative AI, but it’s like real time description to visual. So presentation format for the most part where they can take live either live audio or live or text and immediately start to translate that into a presentation. Which is I think that’s going to be kind of fun. Yeah, we’ll see how it works. I haven’t had a chance to test 1 yet. The, the the first 3 that I got don’t have a a tester, so I’m gonna have to contact the org to Say I’m doing it, you know, product testing. Let me in so I can see it.

Kristine Kukich [00:14:19]:
Or do or do at least do a demo for me.

Mary Green [00:14:22]:
I’ve played with pictory.aipictor y.ai. It sounds a little bit similar to what you’re talking about

Kristine Kukich [00:14:31]:
That’s exactly. They’re one of the the 3 that that I hit my radar this

Mary Green [00:14:35]:
week. Oh, okay. Yeah. I I go, very few days to this website called oh, there’s an AI for that .com. Just to look for something new and fun to play with. Yeah. I found a few today and posted them in various places.

Maria Sturgeon [00:14:57]:
All

Mary Green [00:14:57]:
right. Just so you all know, Christine is my AI and customer education person. So when I have questions about those things, I go to her. She has quite a lot of, kinda influence in the customer education space. So she always has perspectives that are just a little bit different than some customer marketers and advocacy people, even though she’s also one of us. But

Leslie Barrett [00:15:26]:
Yeah. Yeah. So another I think I’ve I’ve said, this before, like, my my my wish that it this exists is where, like, it can turn real time, surveys into visuals for like upsell or something or like you’re you’re on, a webinar And then you go ahead and poll the audience or, like, no. No. Not poll, but, like, it’s like a survey where they insert data or, like, a pre event survey and then you showcase the visuals on the webinar and hopefully it’s like an upsell webinar, and then people are like, holy shit. I didn’t know that stat, oh my god. That’s crazy. I wanna ups.

Leslie Barrett [00:16:09]:
There’s 1.

Kristine Kukich [00:16:10]:
I’ll have to dig it out, Leslie. There’s 1 that when you survey it during the presentation, it will automatically live demonstrate what the responses are.

Mary Green [00:16:20]:
Well, I’m not

Leslie Barrett [00:16:21]:
Kahoot. Kahoot is

Kristine Kukich [00:16:22]:
just I mean, that’s It’s it’s it’s bigger than Kahoot, but it’s Oh, okay. Yeah. But it it works along the same lines, but, but it it’s a lot more dynamic, I think, even than Kahoot

Maria Sturgeon [00:16:34]:
is. Yeah. So.

16:38 Pendo is like WalkMe for in-product messaging. It utilizes AI for building campaigns and suggests strategies to increase conversions and retention.

Allison Caldrone [00:16:38]:
Has anybody else used Pendo here at all? It’s kind of like WalkMe for, like, in product messaging. We set in on okay. Yeah. So I’m a big Pendo user, and, we set in on a demo where they’re looking at AI for, like, building an entire campaign. So, like, because they have all of your product data and all of your user segmentation data to be like, hey. Here’s, Like, if you want to do trial conversions by this much or increase retention by this much, here’s the campaign we suggest. It writes your emails for you, it writes your text messages, it writes your Pendo guide, and you can edit it. And it takes your brand and makes it all fancy, and, it looks really cool.

Allison Caldrone [00:17:20]:
We just saw wire frames of it, so I don’t know how far along they are to actually build it. But it’s like automating our jobs, but I think I’m okay with that.

Leslie Barrett [00:17:30]:
Yeah. That’s scary, but sounds

Allison Caldrone [00:17:32]:
awesome. Right. Like, at the same time, it would be nice to not have to write 18 emails and and product messages

Ari Hoffman [00:17:39]:
and all that. Just make I don’t know if it’s automating your jobs or making your jobs more efficient. Just No matter what, you’re still need to go into edit, tailor. Right? Because it’s it’s still you you can read the LinkedIn post from everyone you’re pushing Straight from Chat GBT or whatever, it’s it’s really obvious to tell the tone. Mhmm. So I think, they It’ll just make you able to do more of the stuff you want to do and less of the stuff you don’t want to do.

Kristine Kukich [00:18:08]:
We’re seeing numbers that showed, like, a 20% return on time, at least a 20% return on time now, an estimated 46 to 50% return on time later. So right now, even just using a minimum amount of tools, you’re getting almost a full day to do other things.

Ari Hoffman [00:18:27]:
How are you measuring my life?

Kristine Kukich [00:18:30]:
You don’t

Leslie Barrett [00:18:30]:
have to go

Kristine Kukich [00:18:30]:
look at the study, but it came up. It it was, what, oddly enough, a post in LinkedIn. So I’ll dig out the post and and, and and amplify it when I find it again. Yeah, the graph was around like 16 to 20%.

Ari Hoffman [00:18:43]:
Yeah. When it cut like that’s something that I think every one of our companies, if we can show our product made people more proficient and gave them time back. But measuring that is always like, I don’t know how people do it. How do you actually measure the time because if you’re not on, like, support is the easiest one. You have time on call. Right? It’s measured. It’s documented. We’re not clocking ourselves on all the work that we’re doing.

Ari Hoffman [00:19:05]:
And so it’s like these really rough estimates. We’re like, hey. It takes me about this much time. So I’m always wondering, like, how how time efficiencies match because that you saw that it’s like a huge one for everybody.

Kristine Kukich [00:19:16]:
I track time all the time though, but I came from consulting.

Ari Hoffman [00:19:19]:
That’s right. You were saying

Kristine Kukich [00:19:21]:
Right. So I I I I can tell you how long it takes me to work on a particular project from beginning to end. So I don’t know if I estimate any better now.

Julie Neumesiter [00:19:33]:
But It’s funny because that’s, like, the $1,000,000 question for our customers too. Like, that’s all we want from them. Like, how much time they’re saving, etcetera, but they also can’t give that

Maria Sturgeon [00:19:42]:
to us. Right?

Kristine Kukich [00:19:44]:
Yeah. And we can we can do certain things like like when I was doing recruiting, it was we could analyze the process. Right? We could say when you did this before, you know how much it it took it took 8 days for an, requisition an open rec to get approved. Right? Because it had it was a walk through methodology. Right? It was very manual. And they would go from person number 1 with an email, and they would send it to person number 2, who would take a Couple of days to approve it. Who would send it to person number 3? But it was a very manual kind of idea. And and once that system was automated so that it was doing push notifications.

Kristine Kukich [00:20:24]:
It cut the time by 3 quarters, like 60, 70%.

Allison Caldrone [00:20:30]:
Yeah. We have an automated workflow technology and as you build out those automated workflows depending on what you’re doing, it tells you minutes saved, like, as you’re building it. And then it tells you how many minutes you’ve saved with all the automated workflows that you’ve done. It’s interesting. But it’s it is just a little bit of all the things.

20:47 Tracking assumes someone cares, practitioners know progress.

Kristine Kukich [00:20:47]:
Yeah. Yeah. But it’s it’s it it also assumes that somebody cares about tracking it at at some of those levels. The the true practitioners know how much time they been doing something now. They just don’t know what it would be you know, what it’s gonna look like in 6 or 8 months. And it the hard part from the marketing perspective is is trying to dig deep enough to get to those people who can say in the old days, it took me, you know, be pre implementing your tool, it took me, you know, 4 days or it took me 17 hours or whatever. And now it takes me 13. So I’m saving 4 hours, which is 20 ish percent.

Kristine Kukich [00:21:26]:
Right? But I don’t know that that’s gonna also change because as other teams start to try to digitize stuff. We’re starting to see more people keeping track, right, so that they can say it is trying it is gonna save me time if I do this. And then we can kind of try to aggregate some of those numbers at a like an industry level. But, it’s a lot of hit and miss, I think right now anyway.

Mary Green [00:21:59]:
Have any of you tried creating your own chatbots for, like, your knowledge bases or, your content or any of that?

Maria Sturgeon [00:22:13]:
No? Oh, okay.

Allison Caldrone [00:22:14]:
We’ve used, like, system like, Drift, and then there’s, like, Scripts in there a little bit, but I don’t think it’s it’s not AI. It’s just Yeah. What company are you at? I’m at share

Leslie Barrett [00:22:28]:
file. Oh, okay.

Maria Sturgeon [00:22:30]:
Mhmm. Gotcha. Okay.

Mary Green [00:22:32]:
Yeah. Yeah. I’ve played with a couple of the ones that they’ve had on AppSumo, because those are usually people just creating something new to, you know, playing with different technologies and it seems interesting. I put in some of the episodes that we’ve had, like the transcripts and just for, like, some blog posts and stuff, but it’s definitely not ready because I haven’t finished it. So I just wondered if anybody else had tried that because I think it’s interesting. We we have one called Grot bought. Just search on our website. How do people like it, Daniel?

Daniel Palay [00:23:20]:
No. You’re asking the wrong person here on that, but, I I mean, the internal people that have used it, it works pretty well. And we’re training it, on a day to day basis. The the biggest customer we have really are our sales team. When they’re looking for something, they’re like, hey, summarize this blog post for me so I can send it. So it’s it’s actually quite useful. And, saves, our, documentation, our content team a whole lot of time when somebody’s like, hey, do we have something on this? Like, well, we have 4 things on this. Let me summarize it for you.

Daniel Palay [00:23:57]:
Right? I’m gonna send you the links to those 4 things. Now just like any, AI, it can short circuit from time to time. So we’re, doing our best on a day to day basis to, to train it a little bit better. But what I will say is one area that has helped us a lot is translations. Because it’s basically like translation on demand for people who want to use it. Right? Now we don’t have to spend the time or the the human capital, choosing which areas to translate of our website or doing the analysis of saying, hey. This 1 blog post will play really well in Estonia. I’m just choosing a random country.

Daniel Palay [00:24:42]:
I don’t think anyone’s translating things into Estonian right now. But, the idea there is it allows our own customers to go through their own journey, while basically saying, hey. If you want this translated. Just say, translate this page and you get, you know, something again, that’s 75% of the way there, but people who are translating it or using that to translate know it’s not gonna be perfect, so therefore, you don’t have to deliver something that’s perfect. Whereas if you do have a local localized localized page, you are taking it upon yourself to say, hey. We had expended effort on this, and now, therefore, we think this is which should be

Mary Green [00:25:24]:
perfect. That’s good. Okay. More topics today? Any questions you wanna ask? A lot of the people on these calls like to help each other for anybody who’s new. So if you have a question, Just go ahead.

Julie Neumesiter [00:25:41]:
I have a question. It’s really niche. So, I mean, either you’ve gone through it or you haven’t. But curious if anyone here has, been at a company when they’ve acquired another company, gone through All the fun stuff related to an acquisition specifically around communicating with the customer base that you are acquiring. So right now, I’m kinda tasked with 2 separate campaigns, 1 for, MerlinOne, who we just acquired and one for our existing customer base, like, that’s gonna be more upsell focused. And we’re talking about, you know, for the people that we just acquired, like, doing a webinar or doing, like, a meet the executives type of session, meet and greet, where they all tell them, you know, about how bright the future is, etcetera, etcetera. And a few, like, emails from our CEO. We’re gonna get our CEO to work working with us.

Julie Neumesiter [00:26:38]:
But, like, I’m wondering if, anyone has again, like been through a similar type of, situation with any insights that they could share.

Maria Sturgeon [00:26:51]:
I have only in the perspective, like, when I was with Teradata in 2011 and 12, we acquired a Primo and Aster Data. But only from the sense that I was responsible for integrating their customers into my advocacy program. So we had to create, what both companies had reference programs, so we had to take and basically educate them about our program. But we had to look a lot of, like, obviously, ethics and compliance. We had a points, system associated with our program, make sure they could accept that. It was a pretty smooth transition, but it was a lot of work, but only like again, only from, like, the advocacy perspective, not necessarily from like a campaign perspective to all customers, only the our our advocates within our program.

Julie Neumesiter [00:27:42]:
Got it. Yeah. That makes

Kathy Fava [00:27:47]:
sense. Sorry, Julie. For me, you broke up a little bit. I only really heard that you’re something about an acquisition and absorbing customers and communications, but I don’t know the specific question around it.

Julie Neumesiter [00:27:58]:
Oh, yeah. I was just seeing if anyone had, like, creative ideas for welcoming these new acquired customers into our base. Like, we’re talking about doing an email campaign, doing a welcome video from our CEO. He did send out 1, like, the day of the announcement saying again, it’s just all, like, very cliche messaging, like, we’re so happy to have you. We’re gonna make magic together. That kind of a thing. And we’re gonna do a webinar with some of the execs, you know, available to answer questions, talk about our feature product road map. But just trying to think outside of the box if there’s anything else I can do to really, you know, make sure that they feel confident

Kristine Kukich [00:28:37]:
Do you guys have an existing ambassador program,

Julie Neumesiter [00:28:40]:
Julie? No. That’s actually funny enough. I was actually planning on launching it this quarter, but then the acquisition happened and so I had to push it.

Kristine Kukich [00:28:49]:
Because, anybody that you would have thought of inviting to join your ambassador program might be good to host a webinar for the newbies.

Julie Neumesiter [00:29:00]:
Yeah. That’s a good point.

Kristine Kukich [00:29:02]:
Yeah. So you’re you’re letting the customers welcome the other customers?

Maria Sturgeon [00:29:06]:
Mhmm. Do you

Kristine Kukich [00:29:08]:
have any budget?

Julie Neumesiter [00:29:11]:
Idea. I I could get a little bit of budget potentially.

Maria Sturgeon [00:29:16]:
Yeah, just because, like, I

Leslie Barrett [00:29:18]:
don’t know, like a classy move to have. You don’t have to call it a lunch and learn. What do you guys if you wanted to, like, say like, oh, lunch on us. Come hang out and hear about everything. And it’s kind of like, woah, you’re giving me like $15 in DoorDash? That’s so cool. Yes. I’ll come. I’ll listen to whatever

Maria Sturgeon [00:29:37]:
you have.

Julie Neumesiter [00:29:39]:
I like that. Yeah.

29:41 Host events for central customers, engage with advocates.

Maria Sturgeon [00:29:41]:
Yeah, I was thinking something similar along the lines. We didn’t do this for companies we acquired, but some, like, GoWibes, for example. This is hard to do again with people being remote. But if there’s any of your customers that are in was they, like, central locations, like, perhaps some of your bigger bigger customers too, if they’re going into the office, like sponsor a happy hour or lunch or something. And then have your if you have other people at your company that live there, you know, go over and greet them, welcome them, you know, throw the party. We actually try to do that with our advocates too on, like, a world tour we were doing, but the world tour got canceled actually. So that was unfortunate, but it was a great concept of trying to do something just for those customers. But but again, still some people depends on if you have enough a mass of customers going into an

Julie Neumesiter [00:30:35]:
office. Yeah. Right now, we don’t really know. I’m still waiting to get all the CRM data. This just got announced on August 8th, so very new. So I don’t know where they’re located. I don’t know much about the audience yet, but I’m all for doing in person events if possible, you know, and when possible. Yeah.

Julie Neumesiter [00:30:54]:
So I like that.

Kathy Fava [00:30:56]:
Could you do maybe not first, but have customers from your existing community, talk 1 on 1 with new customers and maybe even match them up by job function, something like that. So they could talk about how they use the product. Also do the fun things like give them something, but,

Allison Caldrone [00:31:21]:
it might

Kathy Fava [00:31:21]:
be nice for them to compare notes.

Julie Neumesiter [00:31:24]:
Yeah. I think because right now, it’s unclear, like, if we’re gonna be having them, like, migrate we’re 2 of our products and 1. But, yeah, I think, like, as a phase two, leveraging our advocates is gonna be huge to convince them to, like, you know, eventually start using our software. But yeah, right now.

Mary Green [00:31:44]:
Do they have a community or do you have a community? Like, does their company have more community or do you?

Julie Neumesiter [00:31:52]:
No. They don’t. Like, I we we have a very big database of customer advocates, it’s no, like, formalized program around it. But we do have a lot of people who I can reach out to. But, yeah, they don’t have a customer marketer. Their org, you know, they they never really focused on that. So it’s exciting because I know that there are a lot of happy customers there too, so we’ll be able to grow our our number of advocates and all that good stuff.

32:20 Round tables can jumpstart community advocacy.

Mary Green [00:32:20]:
Yeah. I think one of the programs that I like to do that kinda jump start jumpstart community and bringing like a sense of community to a group of people, and can help your advocacy program almost immediately is like doing round tables, whether it’s like 1 or 2 a month. Just putting that out there that people can have this opportunity to meet other customers, while there isn’t a community discussion forum for that yet. And when you’re listening along, I mean, it’s so easy to take notes and be like, oh, this person’s talking about X, Y, Z. They would be so great. My advocacy program, Even like 2 a month where you’re kind of bringing those 2 groups of customers together and talking about broad topics can create a lot of that community feeling and like belonging that people like to have with some of the software companies.

Julie Neumesiter [00:33:26]:
I like that. Have you used Zoom for those or another their platform because that always comes up, like, what is the best or or most interactive way to host roundtables when they have to be virtual.

Mary Green [00:33:37]:
Yeah. I’ve used Zoom. And as long as there’s there’s less than 50 people, I think it can work. You only need a few people to kinda offer to start speaking and asking questions or talking about the topic, And then, you know, other people, it just snowballs. I’ve used Zoom. There’s others you can use. It depends on how many customers you think would want to participate or join. But I am one of those MVP people, I want to take the most viable, like, minimum viable product, project, program, whatever you wanna call it, and get it started and push it out there so that I can start seeing something and then making adjustments to it.

Mary Green [00:34:25]:
Go ahead, Leslie.

Leslie Barrett [00:34:29]:
Okay. Okay. I got it. So okay. So you’re planning on like sending out all these communications already, right? You’re thinking like CEO letter and know, maybe a webinar and stuff like that. I’m always pushing this, and if you guys been on this call, like, you know, it’s my favorite campaign that I ever did, and it was called 8 days of giveaways. And, so like the 1st day could be like the letter from the CEO and then the next day, you know, it’s always good to kind of like dangle out a $5 e gift card or something like that, because they think they’re gonna get more of that, but really you’re just giving them content thereafter. So if, like, your new company you acquired has a lot of good content that could be valuable to or vice versa.

Leslie Barrett [00:35:18]:
Right? And then so you’re, like, giving them an ebook and then, giving them an invite to a webinar. That’s a gift, right? Register here and then the final day can be like something fun and I don’t know. It’s just like a a fun way. Now people do raise eyebrows. Marketers email marketers raise eyebrows about, like, opt in Stuff, I kinda just, like, went for it, but you could, the 1st day, do do an opt in for the rest of the next 7 days.

Julie Neumesiter [00:35:50]:
Oh, yeah. I don’t know.

Leslie Barrett [00:35:52]:
It’s just like a a fun way to get content into their hands and have them looking forward to the next one for tomorrow. And I don’t think people necessarily look forward to emails, but it’s kind of a way to turn that into something

Mary Green [00:36:08]:
fun. I’m

Leslie Barrett [00:36:11]:
sure I’ll have more ideas, but

Julie Neumesiter [00:36:12]:
Yeah. I really like that. And we do have and I hadn’t even thought about this because all of the, like, existing marketing content we have, we’ve already sent out to our existing base. But, yeah, like, ebooks from the past and blog posts and that kind of a thing. I’m

Leslie Barrett [00:36:27]:
sure I can dig

Maria Sturgeon [00:36:28]:
up a lot of good stuff.

Leslie Barrett [00:36:30]:
In one of my latest ebooks, The Unlock Growth with Account Based Customer Marketing, I have a play in there around like a summer reading program. Right? So like during the summer slow months, like an email campaign where you kind of create like not a contest, but more gamified reading the content and then anyway, the whole play’s in there, but, just, you know, other fun stuff to try to get people to consume.

Julie Neumesiter [00:36:59]:
Mhmm. Yeah. For sure. Yeah. I’m thinking because I’m getting pressure to, like, get out an email, like, tomorrow because it’s been a couple of weeks now with without us communicating. So I gotta jump on it, like, next week, but, yeah, I I’m gonna make a note of that, like, to potentially some sort of giveaway, our similar campaign for, like, September, October time frame. Appreciate that. Thank you for all the ideas, everyone.

Julie Neumesiter [00:37:26]:
I was like, I don’t know, you know, how many people have been through a similar type of, situation here, but I got lots of good stuff, so I really appreciate it.

Mary Green [00:37:36]:
Did you see Daniel’s comment about using Zoom in the Slack or chat?

Julie Neumesiter [00:37:42]:
Yeah. Okay. Yeah. I did. Thank you.

Maria Sturgeon [00:37:45]:
Okay.

Julie Neumesiter [00:37:46]:
Mary, do you ever use breakout rooms or or no? Do I what? Do you ever use, like, the breakout room feature in Zoom?

Mary Green [00:37:56]:
I have not. Oh, well, I have used it. Yes. I don’t love doing breakouts Because then I always feel like I’m put on the spot and I have to do something even though I host calls, so I’m doing something anyways. But some people really like it. And then I’ve seen a lot, like some people who really don’t, but I Think there’s probably a good way to do that. Daniel, what about you? Have you tried that?

38:26 Structured, targeted approach fosters productive discussions.

Daniel Palay [00:38:26]:
We haven’t done it on the on the cab side of things. That’s where we’ve really done the roundtables, but our, like, onboarding team and our enablement team definitely does them, and they seem to work just fine. Again, it’s, So long as you give them the correct or enough of a of a prompt. I think that’s the biggest thing. Right? You end up that you end up in this smaller in this smaller group. And if there’s no leader in that group to, like not that there’s not a leader. But if they’re not a designated leader in those groups, you’re just gonna sit there and talk about whatever because the moment you go out of the the main group, you lose all the chat, and you’re kinda like, what the hell are we supposed to talk about? And it can be productive in one way, but not for perhaps the way that the plan is to be. So it has to be very targeted and it has to be very structured, but it does

Maria Sturgeon [00:39:14]:
work. Yeah. I think just for, like You need you need to make sure that you have groups.

Julie Neumesiter [00:39:19]:
Yeah. Like, like a 50 person group, it might be beneficial, but for a smaller group.

Leslie Barrett [00:39:24]:
I put I do or I did them, I guess. And, I would on the landing page, I would ask them in the form fill what breakout room topic do they wanna be a part of. And then I I kind of map them in there and they feel like, you know, they’ve essentially double registered. Like, yes, I’ll go and I wanna go into this room and talk to more people about this topic I am super interested in. And so it was a little bit more work, but I think it’s worth it.

Mary Green [00:39:57]:
Yeah. I mean, that’s a good point, Leslie. Like, when whenever you’re doing something like this, ask the customers you’re already close to. If you have advocates, they’ll let you know, like, do they wanna do breakout rooms? Do they think it’s a good idea? Mhmm. Just, you know, follow their lead on that. The only other thing I would say is when I’m then split into play breakout groups. What’s been difficult is they’ll say, okay. You’re all gonna go into a room and about this topic.

Mary Green [00:40:29]:
And by the time we all get split into the room, we forget what the question is that we’re supposed to talk about, and it’s not easy to find. So any information that they’re supposed to have to break into those groups, make sure they have those.

Kristine Kukich [00:40:46]:
The weekly CSM call that I go to uses a Google Doc and make sure that everybody has the Google Doc ready. So when they do their breakout rooms, everybody can go back and say, these are the 3 things we’re supposed to talk about today.

Mary Green [00:41:00]:
That’s a good point.

Julie Neumesiter [00:41:01]:
Yeah. It’s happened to me at, like, employee town hall event. Like like, before you know it, you’re just in a room with 3 people and no one knows what to do. It’s it’s

Mary Green [00:41:12]:
awkward. Yeah. The only one that I’ve were really been on where it was like a series of calls when I was at Outreach, they hired somebody in the Seattle area that did DEI calls. And it was basically about, like, doing this 10 part workshop and, you know, learning how to think about your conscious by unconscious bias and all of that. But whenever she would break us into the groups, we’d all scrambled to try to find that information again. And so it was kinda frustrating. But on the other hand, it did put us in the position to where we shared more. And so overall, the whole project or program was really, helpful for everyone.

Kathy Fava [00:42:01]:
It sounds like the breakout rooms are a really good idea. They just have to be sort of administered properly. And

Maria Sturgeon [00:42:08]:
Yeah.

Kathy Fava [00:42:09]:
Once you get that done yeah. They’re really

Mary Green [00:42:13]:
useful. But I have FOMO. I don’t wanna miss out on all the goodies you all are Sharing and breakout rooms? No. I need I wanna hear it all. I’m trying to, you know, even though it’s the membership, like, I still want to help curate content and make it easy to find the good stuff. And if I’m not hearing things, then I’m missing out.

Maria Sturgeon [00:42:37]:
I think it is depends on, like, the objective of the session. I mean, I think if you’re doing if you’re trying to combine new customers that are coming over to you. You probably want more of the larger sessions, just to get them integrated with the company, everybody on the same page. You know, whereas if you’re targeting specific, customers look at products and different solutions. I would think those are more, you know, breakouts, or, you know, specific topics. But that’s that’s just my opinion. I’ve done a lot of roundtables, mostly not breakouts. The breakouts have been more like face to face events, and we use WebEx for hours, and it seemed to work really well.

Mary Green [00:43:21]:
Do you like breakouts?

Maria Sturgeon [00:43:24]:
Do I like them? Again, it depends on what the topic is. Like we used to do a lot at BMC just for employee, meetings and things, larger meetings where you’re getting in specific groups. But I think the advantage of having 1 session is that it it takes a lot of work to get customers to start asking questions because a lot of people are intimidated. So you have to make sure you have a set of questions that you have to get, you know, the party started as well, to get people talking. But also, it’s always good in advance to, like, my topics my roundtable is mostly centered on this are the 3 things we’re talking about. And I got customers or prospects dedicated to actually, like, probably 4 or 5 companies might be multiple people per company. And there could be, like, a 100 people online listening, that would be learning more about it. But I felt like the companies built off conversations of one another, you know, giving 1 company 6 minutes to ask questions and then another, like, hearing others ask questions generated more thoughts.

Maria Sturgeon [00:44:30]:
So I thought like that was always, you know, a good way to get started.

Mary Green [00:44:35]:
Yeah.

Kathy Fava [00:44:36]:
Mary, I think you could leave time at the end of the breakout sessions for everybody to report back what they learned or discovered or

Mary Green [00:44:47]:
whatever. Very true. That’s a good point. Yes. So, Julie, you have lots of options. Thanks, Amber. If everyone wants to do breakout sessions sometime, I will adjust to that And let it

Leslie Barrett [00:45:04]:
happen. Oh, Merry Christmas, we have to do that thing that you did. I think it was last Christmas where we all kind of, like, were randomly selected debating to another

Mary Green [00:45:17]:
person. On hop in. Yeah. Dude, I was kinda forced.

Leslie Barrett [00:45:21]:
I enjoyed that so much.

Mary Green [00:45:23]:
Does anybody know that? Did. Robert Maddox kept, like, asking me about it. And I felt like I couldn’t say no because he was like, I got the whole thing all set up. It’s all put together. All you gotta do is share the link, blah blah blah, going on and on. And, finally, I was just like, okay. Fine. We’ll do it because it’s not my comfort zone to just be thrown a person to talk to.

Leslie Barrett [00:45:50]:
Oh my god. Gotcha. It’s totally my comfort zone. It’s still so much work. For those of you who

Allison Caldrone [00:45:57]:
regional. Thank you

Leslie Barrett [00:45:58]:
for being on.

Mary Green [00:46:00]:
Yeah. So but I did have people afterwards that were like, oh, we should do that again. That was so fun. And I have just conveniently forgotten to get to it this year so far. No worries. Alright. We’ve got about 11 minutes. Anybody else have something they wanna talk about?

Leslie Barrett [00:46:25]:
I’m taking COVID test to see if it’s gone.

Maria Sturgeon [00:46:28]:
I was gonna ask if you were feeling better.

Leslie Barrett [00:46:30]:
Let’s do this. Swipe this thing up my nose. Yeah, I’m feeling better. But, that was that was rough. That was crazy. That was my first time and I hope my last time. My sore throat got so bad, I couldn’t eat or drink. So they were like, oh my God, you have to take that medication, like, so you can stay hydrated.

Leslie Barrett [00:46:52]:
And I was like, alright. Give me that stuff. And, yeah. 3 days later, I’m feeling better.

Maria Sturgeon [00:47:00]:
Good.

Leslie Barrett [00:47:00]:
Anyway, that’s not what we’re supposed to talk about for 11 minutes.

Julie Neumesiter [00:47:05]:
I have something else.

Mary Green [00:47:08]:
Oh, bye, Daniel. Have a good weekend.

Julie Neumesiter [00:47:12]:
Sorry. I’m curious. I’ve been using chat gbt. You know, I’m sure all of us have played around with it. I pop it up on my browser, like, pretty much all the time at this point. But, like, it’s not really given me that much good stuff back recently. Like, it’s it’s so wordy and, like, so fluffy and so obvious it’s AI. And so I’m like, make this more concise, make this more casual, make this more friendly.

Julie Neumesiter [00:47:37]:
All of which have kind of worked. But anyone else have, like, good prompts that they found work well To actually give back copy, that doesn’t sound like it’s AI.

Kathy Fava [00:47:54]:
No. I’ve tried things like make this more casual or, because I had copied in a lot of stuff that I was expecting it to know, I said make this more in my voice and it kind

Kristine Kukich [00:48:07]:
of did.

Kathy Fava [00:48:09]:
But, yeah, I don’t have anything that speaks to what you need.

Julie Neumesiter [00:48:13]:
Yeah. It’s okay. I think it’s just an ongoing learning experience, with it.

Mary Green [00:48:18]:
What kind of prompt are you starting with?

48:22 Use brief, catchy phrases to summarize content.

Julie Neumesiter [00:48:22]:
Like, I like, I just say make this mark in size, and I’ll type in or I’ll, like, copy paste a paragraph I wanna make shorter, or I’ll say, Come up with a good webinar description for this or come up with a good headline for this. But, yeah, it’s just all, like, so clickbaity and not really what I’m looking for. But I shouldn’t complain because it’s better than nothing, and it has helped me a lot. But, yeah, I’m just like I’m getting to know it’s like getting to know a new friend or new coworker. How to talk to it.

Mary Green [00:49:00]:
Yeah. Let me see here. I had been playing with something earlier today, but I don’t remember where I put I don’t remember if it had, like okay. So right tone.com. I wonder if that might be helpful at all.

Julie Neumesiter [00:49:22]:
Oh, that’s interesting. I just looked it up. Is it AI?

Mary Green [00:49:30]:
I think so. It was on the AI tool website. So yes. Okay. A little bit, you know. In chat GPT, I haven’t see, I don’t think I’ve put anything in that it’s come back too wordy. But I have seen things where people will do, like, write a 200 word blog post or something like that, like, very specific. But I also use copylime.com because I’m too lazy to think through all of the prompts myself and really kind of understand that language.

Mary Green [00:50:18]:
So that’s another one that has different tools that you can, you know, say, describe what your webinar is or what you want people to sign up 4 and then hit the headline tool, and it’ll give you 10 headlines to play with. And yeah. Leslie, any thoughts on that? Oh, wait. She’s probably sticking something up her nose. So Oh, that sounded awful. Wait.

Julie Neumesiter [00:50:47]:
I got my name.

Leslie Barrett [00:50:49]:
What? So far, it’s negative.

Julie Neumesiter [00:50:54]:
Oh, yay. Good.

Maria Sturgeon [00:50:55]:
Of yay.

Leslie Barrett [00:50:56]:
Come again. What?

Mary Green [00:51:01]:
There were asking if you had any thoughts on what Julie was talking about with the prompts. Yeah. Yeah. We really long, long answers from Chad GPT, and I know you play with it a lot. So I asked Hello? If you go back and hear me say, oh, wait. She’s probably sticking something up her nose. Just know that I said that, so I’m surprised.

Leslie Barrett [00:51:25]:
So I, am subscribed to a newsletter for prompts. It’s called, like, good prompts or, like, something. It’s in one of my newsletter episodes, so I’ll find it or I can, just try to find the link. But, anyway, once you sign up, then you get kind of unlocked to all his, episodes. So, I’ve just I literally steal his prompts. Yeah. Good. I’ll try to find

Maria Sturgeon [00:51:58]:
it. Thank

Julie Neumesiter [00:52:01]:
you. Yeah. Not like a totally dire, thing, but just figured since we have a little bit of time left.

52:08 AI-powered website with various writing tools. Using tools to find and share content quickly.

Mary Green [00:52:08]:
I like to go to this website, which there’s an AI for that. I don’t specifically go to the featured link, but that’s just what I have up in my browser And just type in, you know, things there. Like, you can type in prompts. It’ll take you to different tools that are made for, like, helping you write prompts, videos, transcripts, audio, podcasts, like, all those different types of things that AI can help with. And I probably check it too often because I’m a tool nerd, but it’s really helpful to find something new to use.

Julie Neumesiter [00:52:49]:
Yeah. For sure. I honestly didn’t realize that there are so many resources. Like, I just haven’t had time to look that much in AI. And so I’ve just been only using chat GBT, but it seems yeah. You know, look at what else is out there for sure.

Mary Green [00:53:02]:
Oh, you have a job. That’s it. Right? Because I do not. So I have more I need to look at these things.

Julie Neumesiter [00:53:11]:
I really wish I did. Like, if I if I had, like, one day a week just to focus on, like, all the content that’s being shared in, like, the community and stuff. Like, I just signed up for Club CX today, and I, like, you know, I’m just, like I need to be more disciplined about making time to to actually do this stuff, that will save us a ton of time down the road.

Mary Green [00:53:33]:
Yeah. That’s why so I’m starting to experiment with a lot of different tools to make it easy to find the great content, like, I’m using grain.com because that lets me go through our episodes and highlight them And, like, write a title for them, tag it so that it’s easy for people to find great content. But I’m also using a highlighter tool that I can use on a website to pick out the really good stuff in a contra, like in a transcript from a podcast or something like that. So I’m trying to keep all of those things in mind to share the best content the fastest way possible because bite sized content is really, like, what helps people. I mean, a lot of people don’t have hours to spend going through all of this. So if you come up with any ideas that you’re like, hey. You know, would be really great if you did x y z. Let me know.

Maria Sturgeon [00:54:35]:
Okay. Mary,

Leslie Barrett [00:54:36]:
I,

Maria Sturgeon [00:54:38]:
I I think

Leslie Barrett [00:54:39]:
I’ve asked you this, but are you putting all, you know, your tools? Right? Are you putting those in the, in the Club CX somewhere, like, a whole page of, like, your tools

Julie Neumesiter [00:54:55]:
that you’re

Maria Sturgeon [00:54:55]:
using it?

Mary Green [00:54:58]:
No. I didn’t yet. I hadn’t thought of that, when I was

Leslie Barrett [00:55:01]:
Well, would it take you, like, months

Mary Green [00:55:03]:
since you don’t have

Leslie Barrett [00:55:04]:
to worry.

Mary Green [00:55:05]:
No. No. I I I put a couple today in the exclusive channel of Slack for all the members. So I figured I could do that, but, yeah, I could start adding things to a page in the future? Yeah. Yeah. I just shared the link from your, neat prompts .com. Oh,

Leslie Barrett [00:55:30]:
yes, that’s it. Also, for anybody on the call, if you’re like like, the other day, I was like, I want a tool that does this, this, and this. And Mary’s like, well, here it is. It’s like a free it’s just a treasure trove of Tools. So if you guys ever just be a member, she’ll probably have the answer for you. It’s insane.

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