LEARN Podcast

Technology is constantly evolving; organizations must embrace new tools or risk being left behind. As a business, it’s critical to stay ahead of the game and adapt to the mega trends happening around us. “You have to keep reminding your company that you're running out of time because we're all against the race of time when it comes to technology. And if you can't move fast, then you might as well not move at all,” says [Jeetu Patel](https://www.linkedin.com/in/jeetupatel/), EVP and GM of [Cisco](https://www.cisco.com/). In this episode of LEARN, Jeetu shares the importance of creating global opportunities and how virtual interactions are reshaping our ability to work effectively, the mega trends shaking the tech industry, and powerful insights on cybersecurity. **Key takeaways:** - Embrace the hybrid work model by optimizing communication strategies to combine virtual and in-person interactions effectively - Leverage AI and spatial computing by investing in these technologies to stay ahead in the evolving landscape - Prioritize speed in business operations and adopt an approach that favors rapid iteration and data-informed decision-making Tune in on your favorite podcast app as we explore the intersection of technology, collaboration, and security in today’s workforce. **Episode highlights:** [07:14] Embrace megatrends rather than resisting them [14:10] AI regulation is crucial for societal progress [23:21] The future of work is hybrid and remote [28:55] Add in-person interactions into your remote work [33:44] AI and spatial computing have transformative potential [37:31] Maintain high intensity to beat the clock

The role of HR is rapidly evolving… and it’s no joke. It can be a struggle to figure out the right steps to take, but thats why Melanie is here. To give you a how-to playbook on what to do to be a successful HR professional. "I think we're in this really precarious period right now where HR managers are really being told to be super prescriptive... What we need to see more of is equipping HR managers with the tools they need to succeed, but not telling them how to do it,” says [Melanie Naranjo](https://www.linkedin.com/in/melanie-naranjo/), VP of People at [Ethena](https://www.goethena.com/).

Building a compound startup can be tricky. Especially when you’re constantly striving to improve and innovate. Thats why we are here. To give you valuable tips on exactly how to do it. “You need to do the research and you should do this research yourself. Don't outsource the research when you're looking at the next big products to build for your compound startup,” says Ted Blosser, CEO and co-founder of WorkRamp. In this episode of LEARN, Ted shares the five biggest learnings from building a compound startup. From the importance of doing thorough research and nailing timing to setting up internal teams for success and achieving product market fit, Ted dives into valuable insights based on his own experiences at WorkRamp.

When you master company culture, you master company growth. Culture is key. And the majority of companies are so focused on success that they forget about cultivating a strong, healthy work environment. What they don’t realize is, if a strong culture is implemented, they’ll see more growth and success than ever before. "Set up a company with a strong culture of dedicated, hardworking, highly collaborative, and high-execution individuals. Organize it around ‘how do we work well together? How do we create a safe enough environment where people can be themselves, where they can bring their best selves to work and bring their best ideas?’" Says Aaron Levie, CEO of Box. In this episode of LEARN, Aaron covers various aspects of building a successful company, including fostering a strong company culture, managing executive teams, and maximizing the potential of employees and customers.

Remote work is not a trend but a necessity for the future economy. With a staggering number of jobs going unfilled in the West and a massive influx of knowledge workers from emerging economies, it's obvious that embracing a global talent pool is essential. Remote work breaks down barriers, offering companies access to diverse skills and individuals the freedom to contribute from anywhere. “I 100% believe that the future of work is remote and distributed. First, there are macroeconomic forces that we cannot fight. Eighty-five million jobs are going unfulfilled in the West, according to BCG. That's an 8.5 trillion economic loss, around 10 percent of the world economy,” says Tony Jamous, CEO and Founder of Oyster. In this episode of LEARN, Tony explains why modern companies should seriously consider shifting to remote work to continue operating successfully. He also discusses managing and hiring employees from around the world remotely and determining proper compensation through AI. Key takeaways: - Taking care of yourself as a leader allows you to take care of your team better - Working remotely can benefit the health of employees and the environment - Understanding how to manage the mental health effects of remote work is key to sustainable leadership Check out this episode on your favorite podcast app to understand what your company can gain from going remote.

Running a global, remote-first company isn’t easy. You’re faced with a lot of decisions about what strategies will positively influence the company’s global culture, which is why it’s critical to be data-driven. “Every time I make a big decision, I look at a lot of data and evaluate a lot of data points. Based on that, I’ll analyze and deliver a result and the strategy to the rest of the team. I think it is very important to have a game plan and the reasoning behind it,” says Shuo Wang, CRO and Co-Founder of Deel. In this episode of LEARN, Shuo talks about Deel’s philosophy on hiring, leading, and building culture in a remote-first business. Along the way, they also talk about ways to make the most out of Slack, their messaging platform of choice, to form better relationships internally. Key takeaways: - Returning to data will always help your strategies - Building a kudos channel can help teams work better together - Doing async tasks as much as possible will help increase productivity Check this episode out on your go-to podcast app to discover how you can elevate your remote employee experience.

It’s common for HR professionals to become siloed in a business. But if they don’t understand the company and, by extension, the kind of employee experience to cultivate, it can hold a business’s momentum back. “HR is a discipline that has become quite specialist and the specialization is fantastic. But if it's not strung together with the employee experience in the middle of it, it leads to behavior that may fit the immediate task at hand, but may miss the bigger picture,” says Darcy Mackay, SVP of HR and Client Services at Rippling. In this episode, Darcy Mackay shares what she learned from her experience as a CPO for a Fortune 120 company and overseeing roughly 9,000 people globally to recruit and retain the best of the best in her industry. They also talk about the meaning of customer experience and how technology can empower the HR role. Key takeaways: - Understanding the business is crucial for HR professionals to be able to find and hire the right kind of talent - Cultivating a strong employee experience can become a powerful competitive advantage - Learning more about the HR role can enhance your skills, even if you’re overseeing people in an entirely different department Check this episode out on your go-to podcast app to discover how you can elevate your employee experience.

No values mean no purpose, and no purpose means no success. Well-thought-out and communicated values are critical for a successful organization. "If you can really live and breathe your values, you're going to provide a lot of gains for your organization,” says our CEO and CEO of WorkRamp, Ted Blosser. In this episode of LEARN, we close out 2023 with Ted sharing his top five learnings around building a values-driven company. Tune in to learn from his experience so you can feel confident that your company’s values aren’t just words on a wall but what anchors your organization’s every move. Key takeaways: - Choose values that are reflective of your company's core identity - Instead of relying on operating manuals, anchor your operations around your values, providing a guiding context for employees while allowing autonomy - Actively live and breathe your company's values and consistently integrate them into daily practices Listen on your favorite podcast app to hear Ted’s personal experiences around values and how you can live and breathe them.

Culture and strategy aren’t two ends of a spectrum. In fact, culture should be embedded into your strategy. “I believe that culture is the ‘how.’ If you think about your vision or your mission, that's your ‘why,’ it's why you exist in the world, why you get up in the morning, why people are doing what they're doing. Then there's the strategy. That's the ‘what.’ What are you focused on? What is expected of people to get the outcomes and the results that we want? And then the culture is the ‘how.’ How are we doing this? How are we working together?” explains Melissa Daimler, Chief Learning Officer at Udemy. In the latest episode of LEARN, Melissa joins Ted, WorkRamp’s CEO & Co-Founder, to discuss the value of developing culture as a part of your business strategies for growth. During the conversation, they also talk about the important distinction between skills and behavior, and why you should be considering how they affect your company from a systems perspective. Key takeaways: - Culture isn’t about ping-pong tables or happy hours; it’s about how you work. - The link between behaviors and skills is something organizations aren’t fully taking advantage of. - Being clear about the behaviors and skills you want your employees to develop is crucial for continuity and growth. Tune in on your favorite podcast app to discover how you can be more strategic in developing culture and embed culture into your strategies.

While customer education is still in its early stages, it shouldn’t be an afterthought. If businesses want to succeed, they need to make customer education a clear priority for everyone. “Customer education does need to be viewed as something that touches every part of the customer life cycle and the customer journey. There needs to be a conscious effort to ensure that all parts of an organization are working together to incorporate customer education into what they do,” says Joe Ryan, Training Program Manager at Maltego & Founder of Customer Education Newsletter. In this episode, Joe dives deep on how customer education can benefit a company’s different departments and the future of the industry. Along the way, we also touch on the transition from free to paid services and fitting customer education in sales processes. In this episode, you will gain insights into: - Incorporating customer education successfully depends on an organization’s maturity - Relegating customer education as a last-ditch effort for customer retention wastes its potential - Growing the customer education industry and community requires professionals to be more vocal about how it fits into an organization’s structure Check this episode out on your favorite podcast app to discover how customer education can bring massive value to your company.

People management is more than ticking off the usual HR tasks. Succeeding as a people manager requires a mastery that encompasses a deeper understanding of interpersonal dynamics, leadership acumen, and the adept handling of the intricate tapestry of human connections. “I think the mindset flips that I've seen a lot of people go through and that I hope a lot more HR leaders go through is really operating like something close to a COO—something close to somebody who thinks about, ‘How do I build the strongest, most effective company possible from my seat?’” says Jack Altman, CEO and Co-Founder of Lattice. In this episode of LEARN, Jack shares his insights about the state of HR and people management. Listen in to hear a candid conversation about ways to lead teams better and ensure alignment to produce the company’s best work and boost employee satisfaction. Key takeaways: 1. Great managers are chameleons who adapt to their teams 2. HR can drive operational excellence by designing and improving processes 3. The best way to develop leaders is through experiential learning Tune in on your favorite podcast app to get a deep dive into the state of people management and how to future-proof your processes.

The recent OpenAI drama involving Sam Altman’s firing and eventual rehiring—all in the span of a work week—highlights an important element of a successful business: board alignment. When your executive team and board aren’t on the same page, it could complicate the health of your business. “I’ve had good board meetings and bad board meetings. I've had misalignment and strong alignment, and through that I’ve learned a lot about consistently and constantly improving our own board management,” says our host and CEO of WorkRamp, Ted Blosser. On this episode of LEARN, we’re trying something different: CEO Series. Ted shares with you eight key learnings he’s picked up from his history working with a board to help you stay aligned and manage your relationship with your board members. In this episode, you will gain insights into: - Aligning with your board is a critical part of business that many people from the outside don’t see - Building relationships with your board, both in and out of the office, helps keep business running smoothly - Growing and elevating your executive team is a reflection of you as a CEO Tune in on your favorite podcast app to discover what you can do to nurture relationships with board members. Episode highlights: [02:42] Learning 1: Have good board management hygiene [04:02] Learning 2: Do a mid-quarter board sync [04:57] Learning 3: Build relationships with your board [05:57] Learning 4: Have strong opinions loosely held [07:36] Learning 5: Choose your board members wisely [09:10] Learning 6: Take compensation seriously [10:40] Learning 7: Bring someone in to support you [12:36] Learning 8: Your executive team reflects you as a CEO

Understanding your customers is crucial. It’s the key to your success. Especially in the fintech industry. Domain expertise as a fintech CSM is more than understanding the tech and the jargon of a specific industry. It’s also aout realizing what customers encounter daily. “You're a tech company, but you sit on the global financial rails, which is a thing that's largely out of your control. You have to become an expert in that, and you have to become an expert in everything around payments. You have to have a love of that and getting into the weeds on that because that's actually your day-to-day value to your customers,” says Tim Smith, Head of Global Customer Success & Product Sales at Stripe. In this episode, Tim sits down with Ted to discuss the value of having a team of domain experts in his role as customer success. Along the way, they talk about what companies get right and wrong in professional services and the coalescence of customer education and pro services. In this episode, you will gain insights into: - Understanding that your professional services are a talent engine for your company - How to cultivate domain experts through an excellent onboarding experience - Creating a culture of documentation gets people on the same page faster, which is vital in the fast-paced world of fintech Tune in on your favorite podcast app to learn more about how you can uplevel the customer success processes in your organization.

Consolidating your tech stack is a challenge these days. The SaaS competition is intense, you’re never sure what you’re going to get, and the power dynamic between sellers and buyers isn’t what it used to be. “There's a very real shift happening. Buyers of software have a lot of leverage—and with a lot of leverage, it’s really up to you to say what you’re willing to pay. It used to be a couple of years where we saw sellers holding firm and buyers [saying], ‘Okay, I’ve got all this cash. I’m going to spend it.’ But now, it’s more like, ‘I don’t have all this cash.’ So, now we’re really seeing buyers tell their suppliers more, ‘Take it or leave it,’ says Ryan Neu, Co-founder & CEO of Vendr. In our first live LEARN episode, Ryan joins Ted at our LEARN Virtual Event to talk all about consolidating your tech stack as a learning professional. They touch on the ins and outs of getting buy-in from your CFO and understanding how to reach a win-win scenario, whether you’re a buyer or a supplier. In this episode, you will gain insights into: - Speaking the language of the CFO to helps justify expanding your tech stack - Finding leverage in today’s market is essential for suppliers to survive - Understanding the motivations that drive a salesperson’s actions allows you to negotiate better Listen in on your favorite podcast app to learn how you can effectively expand your tech stack and achieve greater ROI on the platforms you choose to invest in.

Compensation comes in all shapes and sizes, but no matter what your program looks like, it is fundamental to your relationship with your employees. This is why businesses are learning how to make their comp programs even more competitive in order to retain their best performers. “Compensation and transparency are a journey, not a destination. You constantly have to be thinking about and revisiting the different ways in which you’re not transparent or the things that, as an HR professional, you might think, ‘Well, everybody just kind of logically knows that, right?’ And the truth is, that’s often not the case,” says Lexi Clarke, Chief People Officer at Payscale. In this episode, Lexi sheds light on what makes for an effective compensation program. Along the way, she shares how her company transitioned to being fully remote and how they’ve handled their comp program with a global workforce. In this episode, you will gain insights into: - Practicing transparency is your form of currency with your employees - Regularly looking at current comp market data is crucial for providing competitive packages - Going remote allows you to re-invest money into developing company culture across several different locations Tune in on your go-to podcast app to understand how to elevate your company’s compensation programs to retain top talent.

The key to customer success is customer education. And the way digital solutions and tech are blending with one another is creating an exciting convergence of possibilities for the space. “It's another font and resource for success. And I think that's the first driver. Don't think about the money. Think about the success thereafter, the engagement that can help drive that success,” says Dave Derington, Director of Customer Education at ServiceRocket. In our latest episode of LEARN, Dave sheds light on how category convergence could work in the customer education space. Along the way, he and Ted also talk about the potential for AI to disrupt processes and how professionals and leaders can push the industry forward through communities. In this episode, you’ll: - Understand how different categories could blend together in customer education - Harness the power of AI and automation to make customer education tasks much easier - Find like-minded peers in customer education is crucial for your growth, as well as the growth of the industry Check it out on your podcast app of choice to learn more about how the customer education space is evolving and how to avoid getting left behind.

Previous client success strategies are quickly becoming obsolete. Which means continuous internal training needs to a top priority for organizations that want to see the growth they’re hungry for, especially with more people transitioning to the role from completely different industries. “These folks do not have experience selling yet. We're giving them the most important role right now in this economy, where we're not driving a ton of new sales, so we have to work on growing the base. If you have a team responsible for it that's never done it before—and you're not investing in training and enablement—that’s crazy to me,” says Kristi Faltorusso, Chief Customer Officer at ClientSuccess. In our latest episode of LEARN, Kristi discusses the value of a customer education program and her philosophy around training. Along the way, you’ll also learn about avoiding misunderstandings when it comes to user data and the future of the CS category. In this episode, you will gain insights into: - Investing in your client success team’s training - Driving more value to your clients and customers, especially in the messy middle - Learning new skills and mindsets to push your personal growth journey forward Check out the episode on your podcast app of choice to discover how to lead client success teams more successfully.

People are truly a business’s most important asset. With the right skill development, a company’s talent drives revenue and propels the organization to reach its objectives. “The number one thing that top performers will be disengaged by is low performance. If you tolerate low performance or bad behavior—those things are combined. Enable your managers to not tolerate bad behavior and bad performance,” says Patty Kim, VP of People at Vestwell. In this episode of LEARN, Patty discusses how people managers have a valuable seat at the table to set the performance standard at a company. As you listen, you’ll also hear what it takes to create the ideal benefits package to attract and keep top-tier industry talent. In this episode, you will gain insights into: Crafting a benefits package that balances what your business can afford with what employees want Developing a culture of high performers to drive revenueInvesting in your people’s development and skillsListen in on your favorite podcast app to learn how to become an even more effective people manager that drives noticeable value to your company. Resources - Patty Kim - Vestwell Podcast Recommendation: - The Daily Stoic - Ted Blosser - WorkRamp

No matter your industry, you’re in the people business. So how do you win friends and influence your people? By building trust. “I believe so deeply that when you truly build trust, you have a much better and more high-functioning team, and you're going to get the best out of your people. You can't force someone to give you their best. They have to choose to really go that extra mile,” says Lindsey Scrase, CRO of Checkr. In our latest episode of LEARN, Lindsey Scrase chats with Ted to talk about her experience joining a late-stage startup and balancing the past with her present and future goals for the team. Additionally, they talk about Lindsey’s four factors of culture that can help you enrich your own. In this episode, you will gain insights into: - Developing culture effectively with four essential factors - Adopting an aggressively data-driven approach to increasing sales and revenue - Enabling sales and staying aligned with the team Tune in to discover how you can cultivate a business culture that moves you closer to your milestones.

As tech evolves, businesses will be divided into two types: Those that leverage AI and those that don’t. “The question for us was how do we pull out a tiger team of innovators without disrupting everyone else's roadmap and the important heavy stuff that they've been working on. And we called it the A team. There's a PM, a designer, and six AI engineers, and we are committed to launching a new AI product every month for 12 months.” says Craig Walker, CEO & Co-Founder of Dialpad. In our latest episode of LEARN, Craig Walker sits down with Ted Blosser to detail AI's impact on business communication and customer intelligence. Moreover, they talk about acquiring companies successfully, so you’re in alignment from the get-go. In this episode, you will gain insights into: - The power of AI to enhance business communication and customer interactions - The factors you need to consider when acquiring a company - The future of AI among the largest tech companies in the world Listen on your favorite podcast app to learn what you could gain from investing more in AI tech for your company.

In a world that's constantly changing, formal education alone is no longer enough. The paradigm is shifting, and learning and upskilling have become daily opportunities. In our latest episode of LEARN, David Blake, CEO & Co-Founder of Degreed, has an enlightening conversation with Ted Blosser. Together, they dive into the future of learning, redefining categories, and how organizations can foster Learning and Development (L&D) in this new era. “We must break free from the notion that formal education is the ultimate answer. It's not. We need to keep moving towards a future where all your knowledge and skills are readily visible and actionable. They should open doors and opportunities, much like Degreed did for higher education,” says David Blake. In this episode, David discusses: - The future of learning and its accessibility - The process of creating new categories and Degreed's evolution - The shifting landscape of hiring: work experience vs. skills Tune in to gain insights into the exciting transformations happening in the world of education and the limitless possibilities for your personal and professional growth.

In a world overflowing with information, what truly matters is the action you take, the results you achieve, and the growth you experience. In our latest episode of LEARN, Chris Orlob, CEO and Co-founder of Pclub.io, delves deep into a conversation with our CEO and Co-founder, Ted Blosser, about the role of a sales leader and how to coach your sales team effectively to help them maximize their output. "My job isn't merely to make you smarter; it's to facilitate a change in your behavior that manifests during sales calls, resulting in improved performance. The process starts with me providing you with information. As a manager, your role is to gain leverage by achieving tasks through others. The best approach to this is by enhancing their skills, thereby enabling you to accomplish more through your team," says Chris Orlob. In this episode, you will gain insights into: - Shifting your mindset toward entrepreneurship - Adopting a framework to become a more effective sales leader - Identifying what constitutes a good sales enablement program And much more. Tune in to this episode to discover how to improve your sales and business growth effectiveness.

In a world that's constantly changing, formal education alone is no longer enough. The paradigm is shifting, and learning and upskilling have become daily opportunities. In our latest episode of LEARN, David Blake, CEO & Co-Founder of Degreed, has an enlightening conversation with Ted Blosser. Together, they dive into the future of learning, redefining categories, and how organizations can foster Learning and Development (L&D) in this new era. “We must break free from the notion that formal education is the ultimate answer. It's not. We need to keep moving towards a future where all your knowledge and skills are readily visible and actionable. They should open doors and opportunities, much like Degreed did for higher education,” says David Blake. In this episode, David discusses: - The future of learning and its accessibility - The process of creating new categories and Degreed's evolution - The shifting landscape of hiring: work experience vs. skills Tune in to gain insights into the exciting transformations happening in the world of education and the limitless possibilities for your personal and professional growth.

With only about 28% of sales reps hitting quota these days, the traditional outbound sales model is clearly losing its edge. Sales teams must adapt to a more efficient way to sell that meets the demands of the customer. Join us on this week’s LEARN podcast as Sam Jacobs, CEO & Co-Founder of Pavillion, uncovers the flaws in today’s sales model and explores with Ted Blosser why it’s time for a change. From social selling and personalized outreach to leveraging AI and data, we cover a wide array of strategies that can help you transform the way you sell.

Many of us weren’t taught how to receive feedback; rather, it was perceived as a wrongdoing. However, in reality, feedback is a gift and a powerful tool for people to grow as an individual and in their careers. In our latest episode of LEARN, L. David Kingsley, Chief People Officer at organizations like Intercom, Alteryx, and Velocity, chats with Ted Blosser about why organizations must build a feedback culture for business growth and the new era of learning and development.

Is it time to retire the good ‘ld QBR? In our latest LEARN episode, Jamie Davidson, CEO & Co-Founder of Vitally.io, shares why CS teams should ditch QBRs and adopt Monthly Value Reviews (MVRs). Jamie invented MVRs as a monthly value-packed document that keeps customers engaged and reminded of the value you provide. It's time to shrink the timeline and amp up communication.

Title: Driving Your Career: Insights from Marta Pinilla, CPO, Airtable Everyone wants to feel seen and understood at work, especially when it comes to advancing their careers. However, in fast-paced, lean teams, career development can take a backseat. Join us in the latest episode of LEARN, where Marta Pinilla, CPO at Airtable, dives into the crucial role of leadership in fostering career growth, her philosophy on People teams in today's dynamic environment, and the power each individual holds in creating their own career roadmap.

When you truly love what you do, it doesn’t feel like work. “Helping customers understand the pain points or problems they're trying to solve and helping them get the most out of the product or service I represent is what I love to do. And it's been quite an incredible journey.” In our latest episode of LEARN, Christina Singh, VP of Customer Success at Split, chats with Ted about transitioning from an Ad Agency career to Customer Success, her philosophy on the customer journey, and Split’s latest customer education program: Split Arcade.

In the B2B world, people don't buy products because they like you. They buy products because they think they will solve a problem in their business and generate ROI. In our latest episode of LEARN, guest Jon Herstein, Chief Customer Officer at Box, shares how customer success (CS) teams must create a delightful experience for customers while providing real business value and solving real business problems.

A successful career can be achieved without following a conventional path. From being an award-winning musician turned HR professional to a startup consultant turned Burning Man organizer turned VC, Kat's unique background provides her with a fresh perspective on creating a positive work culture that fosters growth and success. In our latest episode of LEARN, Kat shares her insights into the intersection of art, music, and HR and how they can be leveraged to create a dynamic and thriving work environment. She emphasizes the importance of being an excellent storyteller, particularly in areas such as L&D, where the ROI may not be immediately apparent.

Life has a funny way of leading us down unexpected paths. For Marie Potter, Senior Director of Culture & Development at Getty Images, entering the world of HR was a fortunate accident that transformed her career and ignited her passion. In our latest episode of LEARN's Expert Series, Marie takes us on a captivating journey, sharing her insights on transitioning into HR, managing Culture & Development for a global organization, and the essential ingredients for cultivating a thriving and engaging company culture.

Known for scaling emerging and Fortune 500 companies and coaching individuals in their sales careers, Randy Seidl, Founder of Sales Community, ​​global technology board director, author, advisor, and investor, joins us for the latest episode of LEARN. Hear what it takes to grow in your sales career, the can-do attitude you must adopt, and the tools you need to succeed in sales.

2X CRO John Schoenstein, now CRO at Sprout Social, joins us for the latest episode of LEARN. Hear the lessons that have shaped his leadership style after working for some of the biggest tech names and what it takes to lead the Revenue team as CRO at a public company.  "It's easy at a public company to get stuck in circular conversations where people are admiring the problem and not moving forward and solving the problem. The CRO needs to play a role in moving beyond admiring and solving and more into execution."

Bringing over 20 years of work experience, IPOs, and more, Cara Brennan Allamano, CPO at Lattice, has seen a lot throughout her career. In our latest LEARN Podcast episode, Cara gets candid with Ted Blosser, our CEO & Co-founder, about her transformative work experience, what the future of work looks like, and why L&D is essential to maximize business impact.