Broken funnels, flywheels and human messaging - Key insights from HubSpot executives at GROW Europe 2024

Today’s podcast features a series of interviews I conducted with HubSpot executives when I attended HubSpot’s recent GROW Europe 2024 event at the Queen Elizabeth Hall in London. First up is Daphne Costa Lopes, Global Director of Customer Success at HubSpot, who I talk to about why the marketing funnel is broken, why we should be thinking about a flywheel instead and having a dedicated space in their CRM platform for customer success professionals and leaders. Following that chat, I spoke to Crevan O’Malley, VP Corporate Sales, EMEA, at HubSpot, about what stood out for him from the panel that he moderated, how human messaging will be the thing that helps scaling brands cut through the noise and what brands should be doing with all of the time that AI tools can help us save. Clue: it’s all about spending more quality time building better connections. Finally, I talked to Lalitha Stables, HubSpot’s new UK GM and Country Manager, about HubSpot’s secret sauce and what stood out for her at the event. This interview follows on from my recent interview – It’s not about the customer’s journey with our platform, it’s about the customer’s journey – Interview with Nadine Macklin of Carto – and is number 523 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. #GROWEurope2024 #hubspotpartner

Om Podcasten

An ongoing series of interviews where I, Adrian Swinscoe, interview leading entrepreneurs, leaders and thought leaders about how to deliver stand out customer experience and service. Essentially, I'm looking for practical clues that will help you build a business that both customers and employees love. Topics covered in the interviews include customer service, experience and engagement, employee experience and engagement, technology, adaptable and responsive organizations, high-performing teams and all such related issues. Note: This podcast series was originally known as the RARE Business podcast but rebranded in late 2019 on the back of the publication of my book: Punk CX.