Success Beneath the Surface

Want to learn how to optimize your customer experience and create seamless digital journeys? Deborah Fell interviews Keith Scandone, co-founder of customer experience consultancy O3. They discuss identifying gaps in the customer journey across sales, service, marketing, and technology and provide strategic recommendations to tighten up pain points. Keith shares examples of a recent broken customer experience with Xfinity. Keith also explains how O3 looks holistically at the customer journey across websites, apps, portals, and more to identify gaps where customers are dropping off, using real examples like lead gen sites with poor conversion rates. Keith offers advice for pivoting strategy in challenging times through partnerships and “wedge” offerings. Deborah asked him about his role shift after 18 years as CEO to a visionary role with a more strategic focus. This episode provides valuable insights and stories for any company looking to improve their customer experience in “Seamless Digital Journey: Plugging Leaks in Your Customer Experience."
 
Keith Scandone: O3 Co-FounderAs  O3’s Co-Founder, Keith focuses on the consultancy’s strategic goals and leading the company's venture initiatives. After 18 years as O3’s acting CEO, Keith’s current role enables him to focus on new growth areas and opportunities for the brand to expand its footprint and position in the market. Whether it be organic growth through O3’s service offerings, or inorganic growth through partnerships and investments, Keith is always looking at strategic ways to continue to differentiate the company. 
Keith thrives on bringing people together and leveraging other’s connections and strengths to help each other, the industry and the community move forward. From spearheading the Forge Conference, Innovation Day, and the 1682 Conference to co-founding the Philadelphia chapter of the Awesome Foundation and Pay It Phorward, these are just some ways in which Keith likes to combine his network with his passion for innovation. His commitment to consistently craft and curate the O3 culture has led the consultancy to be recognized as one of Entrepreneur’s “Top Company Cultures” and “Best Entrepreneurial Companies."
Keith has also sat on several boards and continues to mentor several companies, most notably through the Philadelphia Alliance for Capital and Technologies Mentor Connect program. Living in Philadelphia and D.C. has given him a unique network and perspective to grow the O3 brand.
 

Last week, I had the pleasure of interviewing Amy Bielski, CEO of Ripple Effect, a company that collaborates across the healthcare, nonprofit, and private sectors. We dug into the keys behind Ripple Effect's success, with Bielski highlighting how collaboration is baked into their culture. From incentivizing cross-team support to ensuring every policy explains its value, Bielski stresses why meaningful collaboration requires more than just encouragement. It must permeate operations. She notes that silos emerge naturally as companies grow, so sustaining openness demands intentional, threaded efforts. Tune into this focus, and then listen to our full conversation to hear more of Bielski's insights on fostering engaged, unified work. 
Listen to the full interview here.
 
About Amy Bielski
Amy Bielski, President and CEO of Ripple Effect, has over 25 years of professional experience managing complex federal projects involving business strategy, technology, graphic design, communications, and health policy. She founded Ripple Effect in 2003 after seeing so many firms prioritize the technical side of business over culture. She believes that in a successful business, every element matters, not just the bottom line. Founding Ripple Effect allowed her to create an environment reflecting those values, and she has invested in a flexible, supportive environment for Ripple employees and a commitment to making clients successful regardless of the challenges. Amy has many interests, including weightlifting and martial arts, where she has earned her 3rd-degree black belt in Budo Taijutsu.
 
About Ripple Effect:
Ripple Effect is an award-winning, woman-owned consulting company that works with federal, private, and nonprofit clients to support policies and programs that shape our nation. From healthcare implementation to scientific research, the ever-growing customer base includes the National Institute of Health, the US Department of Health and Human Services, the Centers for Medicare and Medicaid Services, the Centers for Disease Control and Prevention, the Health Resources and Services Administration, and the Department of Defense's, Navy Air Force, and Army branches. With a focus on operational excellence, Ripple Effect has gained national recognition, including four consecutive years on the Inc 5,000 list and a 2022 Moxie award for boldness in business. With over 200 researchers, scientists, policy, data analysts, and strategic communicators, Ripple Effect accomplishes its mission of working smarter and performing better by always adapting, learning, and finding efficient ways to meet the changing needs of its clients. Work smarter, perform better, and learn more at rippleeffect.com

We all love an underdog story, and CEO Amy Bielski's journey building Ripple Effect has it all. After seeing big firms prioritize profits over people early on, Amy was determined to do things differently. Now, 20 years later, Ripple Effect's 200+ employees are a tight-knit, loyal crew, with many staying 7-10 years! Amy credits their emphasis on flexibility, collaboration, and promoting lifelong learning. She urges fellow CEOs to keep looking long-term and stay true to their strategy while adapting. Amy's diverse interests, like martial arts and weightlifting, provide balance amid uncertainty. Her story shows that keeping people at the center enables a company to work smarter, perform better, and grow. Amy’s perseverance proves you can build a values-driven, award-winning consulting firm that feels more like family.
About Amy Bielski
Amy Bielski, President and CEO of Ripple Effect has over 25 years of professional experience managing complex federal projects involving business strategy, technology, graphic design, communications, and health policy. She founded Ripple Effect in 2003 after seeing so many firms prioritize the technical side of business over culture. She believes that in a successful business, every element matters, not just the bottom line. Founding Ripple Effect gave her the opportunity to create an environment reflecting those values, and she has invested in a flexible, supportive environment for Ripple employees along with a commitment to making clients successful regardless of the challenges. Amy has many interests, including weightlifting and martial arts where she has earned her 3rd-degree black belt in Budo Taijutsu.
 
About Ripple Effect:
Ripple Effect is an award-winning, woman-owned consulting company that works with federal, private, and nonprofit clients to support policies and programs that shape our nation. From healthcare implementation to scientific research, the ever-growing customer base includes the National Institute of Health, the US Department of Health and Human Services, the Centers for Medicare and Medicaid Services, the Centers [00:20:00] for Disease Control and Prevention, the Health Resources and Services Administration, and the Department of Defense's, Navy Air Force, and Army branches. With a focus on operational excellence, ripple Effect has gained national recognition including four consecutive years on the Inc 5,000 list and a 2022 Moxie award for boldness in business. With over 200 researchers, scientists, policy, data analysts, and strategic communicators, Ripple Effect accomplishes its mission of working smarter and performing better by always adapting, learning, and finding efficient ways to meet the changing needs of its clients. Work smarter, perform better, learn more at rippleeffect.com

If you joined us for our recent episode, you witnessed a powerful conversation between Deborah Fell, and Dan Lackner, a fractional Chief Sales Officer for Chief Outsiders. Today, we'll be diving deeper into that conversation. From understanding people's profound impacts on our lives and careers to the difference between mere activity and genuine, transformative impact, Dan and Deborah touched on subjects that resonate with many of us. Listen to this commentary as Deborah breaks down the key takeaways as she highlights Dan's fresh perspective on how intentional actions lead to significant results. 
Full episode:
EP30: Leadership Alchemy - From Data to Door-less Offices
About Dan Lackner:
Dan is a senior sales leader with extensive experience in analytic software applications, CRM, SaaS solutions, and designing and implementing high velocity, predictable, recurring revenue models. He works closely with early to mid-stage technology companies to build a tight interlock with marketing and eliminate friction in the demand funnel. With a track record of success in sales, marketing, product management, engineering, and customer success, Dan drives revenue growth by designing and implementing sales processes, compensation plans, account strategy, training, and demand funnel management.
Links from this episode:
Dan Lackner on LinkedIn
Deborah Fell on LinkedIn
Chief Outsiders

Navigating the intricate intersection of data and software, we pull back the curtain on the mechanics of decision-making in this episode. Join Deborah and her guest, Dan Lackner through the pivotal moments of an expert who has graced both the syndicated data landscape and the software industry. Before linking arms with Chief Outsiders, Dan spent his years not just as a staple in the room, but as an influential force driving operations and sales. But what does "not becoming a piece of furniture" truly mean in the business realm? Why is a door-less office more than just an open-door policy? In this conversation, uncover the significance of fostering genuine human connections in a digital age and the unsung merits of rolling up one's sleeves in business. CEOs, brace yourselves. This episode promises not just a wealth of insight, but actionable strategies to galvanize your teams and enterprises in any economic landscape. Welcome to a masterclass in transformative leadership, "Leadership Alchemy: From Data to Door-less Offices."
 
About Dan Lackner:
Dan is a senior sales leader with extensive experience in analytic software applications, CRM, SaaS solutions, and designing and implementing high velocity, predictable, recurring revenue models. He works closely with early to mid-stage technology companies to build a tight interlock with marketing and eliminate friction in the demand funnel. With a track record of success in sales, marketing, product management, engineering, and customer success, Dan drives revenue growth by designing and implementing sales processes, compensation plans, account strategy, training, and demand funnel management.
Links from this episode:
Dan Lackner on LinkedIn
Deborah Fell on LinkedIn
Chief Outsiders
Previous guest, Charles Dobens

Joy is a powerful driver in overcoming challenges in business, as explored in our latest commentary episode. Deborah delved into this theme with the dynamic Charles Dobbins, founder of Multifamily Investing Academy. Charles recounted his journey from the insurance sector to fulfilling his dream of owning apartments, highlighting the roles of passion, persistence, and the courage to pivot. His story is a testament to the power of joy, creativity, and commitment in building a successful business. Join them for this commentary, "Joy as a Catalyst in Business Success."
For more of Charles' inspiring insights, check out the full episode and stay tuned for our upcoming conversation with Dan Lachner, a chief sales officer resource!
Links from this episode:
Full episode with Charles Dobens
Multifamily Investing Academy
MultifamilyOS on YouTube
About Charles Dobens
Deborah Fell on LinkedIn
Chief Outsiders

Deborah Fell is joined by Charles Dobens. He delves into his multifaceted journey and shares his expertise in real estate investing and business growth. As a teen, Charles had a dream to own apartment buildings. With a side journey into law, this is precisely what he has done.
In the first half of this episode, Charles discusses how he identifies opportunities amidst roadblocks. From overcoming hurdles to staying the course, his experiences shed light on the tenacity required for success. 
In the second half, the conversation shifts to Charles' diverse range of business ventures. He emphasizes the power of listening to advice and learning from experts, while his Multifamily Investing Academy takes center stage. His innovative approach to creating business systems and tackling challenges head-on is evident, alongside his passion for helping others navigate the complex world of real estate.
 
Links from this episode:
Multifamily Investing Academy
MultifamilyOS on YouTube
About Charles Dobens
Deborah Fell on LinkedIn
Chief Outsiders
HT to Dan Lackner of Chief Outsiders.
 
 

In this podcast, Deborah does a round-up of perspectives on the crucial topic of culture, incorporating relevant highlights from prior podcasts of four CEOs:  
Art Saxby, CEO and Founder of Chief Outsiders notes that the biggest lessons have been the importance and power of culture - the culture that draws the greatest leaders and contributors to work for the company and magnetizes like-minded clients to it because they hold the same values.(Full episode is here: EP25: Scaling Your Business - Curiosity and Leadership)
Chris Yeung, CTO and co-founder of Vimbly Group says “Some of the greatest accomplishments in humanity have been through partnership and cooperation” - and he values this type of culture so strongly, that he & his partner made the decision to shut down a company they had acquired when they found it a toxic culture. He merely called it a “hard lesson.” (Full episode is here: EP7: CTO Masterclass: How to Build a High-Performing Tech Team)
Xena Ugrinsky, CTO and Founding Partner at Pilot Wave Holdings Management, brings in the cultural impact on the speed and effectiveness of AI and digital transformation where sometimes we have to break the old cultural norms so that it’s okay to experiment, fail and leverage what you’ve learned. 
(Full episode is here: EP19: Building a Future-Ready Business - Tech, Culture, and Strategy)
Herby Duverné, CEO of Windwalker Group is creating A culture where people are working hard, yet having a good time - they are passionate about performing because they believe what the company is doing and what the company is is special.  
(Full episode is here: EP13: Building a Business on Solutions Rather Than Problems)
 
Links from this episode:
Herby Duverné on LinkedInWindwalker
Xena Ugrinsky on LinkedInXena Ugrinsky on TwitterPilotwave Holdings
Chris Yeung on LinkedInVimbly Group
Art Saxby on LinkedInChief Outsiders

Art Saxby's wisdom resonates with CEOs seeking transformative growth. His insights crystallized his journey from Frito Lay's marketing to turning around bankrupt entities. Saxby delineates the disparity between small and big M marketing, advocating for a holistic approach that combines tactical execution with strategic vision. He spotlights Imperial Sugar's shift from a sugar manufacturer to a supply chain leader, illustrating the impact of aligning with customer needs.Saxby's core tenet is a market-rooted business plan. He underscores dissecting customer behavior, competitor dynamics, and internal strengths to fuel strategy. Incorporating external viewpoints enhances the strategy's innovation. His philosophy transcends marketing and sales barriers, emphasizing adaptive solutions over fixed ratios. His approach champions tailored strategies that stimulate growth on multiple fronts.Art Saxby equips CEOs with a growth roadmap that shuns convention. By melding change, market insight alignment, and holistic sales-marketing synergy, he empowers CEOs to steer dynamic expansion. Listen to this commentary, "Elevating CEOs: Art Saxby's Blueprint for Strategic Growth."
 
To hear the full interview, listen here.
 
Links from this episode:
Art Saxby on LinkedIn
Deborah Fell on LinkedIn
Chief Outsiders

Deborah interviews Art Saxby, CEO, Founder and Principal of Chief Outsiders. They unravel the secrets behind building a thriving business empire. In the first half, Art shares the genesis of his business. He realized the potential of leading mid-size companies strategically. This inspired him to start his own company, but he faced the challenge of finding clients who couldn't afford full-time executives like himself. Thus, the concept of offering fractional services emerged. Art emphasizes the importance of understanding market dynamics and customer needs to position a company for growth. The interview also delves into the significance of vision, focus, and learning from peer groups. The insights shared in the interview shed light on the practical and strategic aspects of marketing and might just be what you need to elevate your business.
In the second half, they continue by talking about innovation. It's not just about having the best ideas; it's about understanding the power of insights. Art Saxby stresses that every business needs to start with a deep understanding of its customers, competitors, and themselves. But here's the twist—sometimes, a fresh external perspective is the key to unlocking untapped potential. Are you ready to be challenged and invigorated by new ideas?
Art shares how curiosity, insights, and the willingness to be coached by other experts led to his company's growth and success. As a CEO, you'll discover the importance of having a top-notch leadership team, the right business strategy linked to insights, and how to foster a culture that drives results.
This episode is your guiding light if you want to make big things happen, scale your business, and thrive in uncertainty. Join us as we delve deep into the power of culture, autonomy, and purpose and witness firsthand how this exceptional leader continues to steer his company through dips, challenges, and triumphs. Join us for this episode: "Scaling Your Business: Curiosity and Leadership."
Links from this episode:
Art Saxby on LinkedIn
Deborah Fell on LinkedIn
Chief Outsiders