#612: Shared understanding of business needs with Patty Soltis, Upwork

The Agile Brand with Greg Kihlstrom

The Agile Brand

Business, Marketing

5 • 2.7K Ratings

🗓️ 9 December 2024

⏱️ 27 minutes

🔗️ Recording | iTunes | RSS

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Summary

As a leader, it’s not enough to simply provide clear instructions of what you want done. Today we’re going to talk about the need for everyone on a team to understand the business needs and objectives of the overall organization or business unit they are contributing to. To help me discuss this topic, I’d like to welcome Patty Soltis, Senior Customer Experience Manager, Upwork. RESOURCES Wix Studio is the ultimate web platform for creative, fast-paced teams at agencies and enterprises—with smart design tools, flexible dev capabilities, full-stack business solutions, multi-site management, advanced AI and fully managed infrastructure. https://www.wix.com/studio Don't miss Medallia Experience 2025, March 24-26 in Las Vegas: Registration is now available: https://cvent.me/AmO1k0 Use code MEDEXP25 for $200 off registration Register now for HumanX 2025. This AI-focused event which brings some of the most forward-thinking minds in technology together. Register now with the code "HX25p_tab" for $250 off the regular price. Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Transcript

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0:00.0	The Agile brand
0:02.0	Welcome to Season 6 of the Agile brand, where we discuss marketing technology and customer experience trends, insights and ideas with enterprise and technology platform leaders.
0:18.0	We focus on the people, processes, data, and platforms that
0:21.9	make brands successful, scalable, customer-focused, and sustainable. This is what makes an
0:26.9	agile brand. I'm your host, Greg Kilstrom, advising Fortune 1000 brands on Martec, marketing
0:32.7	operations, and CX, best-selling author and speaker. The Agile Brand podcast is brought to you by Tech Systems,
0:39.4	an industry leader in full-stack technology services, talent services, and real-world application.
0:44.9	For more information, go to teksystems.com. Now let's get on to the show.
0:53.5	As a leader, it's not enough to simply provide clear instructions of what you want done.
0:59.1	Today we're going to talk about the need for everyone on a team to understand the business
1:03.5	needs and objectives of the overall organization or business unit they're contributing to.
1:08.4	Tell me to discuss this topic.
1:09.7	I'd like to welcome Patty Soltis,
1:11.9	Senior Customer Experience Manager at Upwork. Patty, welcome to the show. Hi, Greg. Nice to be here with you.
1:18.5	Yeah, good to have you back on the show, a returning champion here. So always, always great to
1:23.6	talk with you. But for those that didn't catch the last time you were on, why don't we
1:28.7	start with you giving a little background on yourself and your current role? Sure. I spent 30
1:33.8	years in retail. I was a vice president general manager for companies like Lord and Taylor,
1:38.7	Marshall Fields. I spent most of my career at Neiman Marcus, and that's where I really learned
1:43.0	about customer centricity and how
1:45.3	being customer-centric can really drive a business because my job was to hit profit goals.
1:52.6	And the best way I found to do that was through customer-centricity. I took that with me when I left
	...

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