The Professional Services Pursuit

In this episode of The Professional Services Pursuit, Banoo welcomes Melissa Korzun, Vice President of CX Operations at Kantata. Together, they explore the critical role of change management in selecting, implementing, and optimizing new technology solutions. Melissa shares actionable insights on how to engage stakeholders early, drive adoption, and ensure long-term success beyond implementation. If you're navigating a technology transition, this episode is packed with practical strategies to help you manage change effectively.Key topics covered:Why change management is more than a buzzword and how it impacts technology adoption.The best time to start change management. Hint: It’s earlier than you think!Identifying key players and ensuring alignment for successful adoption.Implementation vs. long-term adoption – why change management doesn’t stop at go-live.How to enable and motivate teams to embrace new technology.

In this insightful episode of The Professional Services Pursuit, Brent sits down with Charles Gustine, Director of Customer and Market Insights at Kantata, to break down the key findings from the 2025 Service Performance Insight (SPI) Professional Services Maturity Benchmark Report. Together, they explore the emerging trends, challenges, and opportunities shaping the professional services industry—and, most importantly, how firms can use this data to gain a competitive edge. Whether you're looking to improve operational efficiency, get away from reactive resourcing, or better adopt AI, this episode is packed with strategic insights you won’t want to miss.Key topics covered:Breaking down the 2025 SPI Benchmark Report – why this industry barometer matters and what its latest findings reveal.How economic shifts are reshaping professional services The evolving role of AI, both as a disruptive force and a tool for enhancing operational efficiency.Why talent satisfaction, client engagement, and operational performance must work together for long-term success.The power of PSA technology – how better forecasting and data-driven decision-making can give firms a strategic advantage.Read the full SPI Professional Services Maturity Benchmark Report today.

This episode features a special recording from a recent Kantata webinar with Dave Hofferberth, Managing Director at Service Performance Insights. Each year, the release of the SPI Professional Services Maturity Benchmark Report is a much-anticipated moment for the industry—and this year’s findings are a wake-up call.Dave breaks down what truly sets high-performing firms apart and explores the key industry metrics and trends uncovered in this year’s research. He also shares his optimism for 2025 and why information visibility will be the foundation of future success.Key Takeaways:The five pillars of the benchmark: Leadership, Client Relationships, Talent, Service Execution, and Finance & OperationsMajor trends and challenges professional services firms are facingStrategies to overcome industry hurdles and drive continuous improvementThe impact of maturity levels and PSA adoption on success Critical KPIs influencing client and employee satisfactionSee how your firm stacks up—download the 2025 Professional Services Maturity Benchmark here.

Join host Banoo on the Professional Services Pursuit as she welcomes Monique Ludwig, Director of Global Services PMO at Ciena. With 30 years of experience in technology and project management, Monique offers expert insights into optimizing professional services, operations and resource management. This episode dives into common challenges in the field and strategies for future-proofing talent in a rapidly evolving industry.Key topics covered:Common mistakes in service operations.The importance of common expectations and collaboration.Strategies for staying ahead in skill development and adapting to new technologies.Monique’s top 3 tips for those running a PMO organization in 2025.The importance of accurate forecasting and the challenges faced by organizations in managing resource demands and financial forecasts.Insights on leveraging AI to enhance project management efficiency.Tune in to gain valuable insights and practical advice for enhancing your professional services operations and resource management strategies.

In this episode of the Professional Services Pursuit, Brent teams up with Kurt Kilgore, the SVP of Global Professional Services at Kantata, to continue our series on simplifying the often daunting process of purchasing technology or software solutions. Together, they explore the complexities involved in buying and implementing tech solutions for businesses. Kurt draws on his extensive experience in professional services to provide valuable insights into the implementation process, highlighting its critical role in driving successful business outcomes.Key topics include:The crucial role of evaluating the service components of a tech solution to ensure business success.Various strategies for software implementation and the criteria for decision-making in different scenarios.A checklist of essential factors to consider before launching an implementation project.The importance of maintaining strong executive support and investing in change management.Kurt's top advice for achieving implementation success.This episode offers actionable insights for any leader looking to make informed decisions when purchasing software, ensuring a smoother path to successful implementation and long-term value.

In this episode of the Professional Services Pursuit, Banoo is joined by Meredith Brake, VP and Head of Service Ops and Enablement at Altus Group, to kick off a new series simplifying the complex process of purchasing technology or software solutions. This series breaks down each step, making it easier to navigate. Meredith shares actionable insights on evaluating workflows, addressing pain points, and setting clear goals for implementing new software solutions. The discussion highlights the selection and implementation of a platform, offering best practices for success.Core topics covered:Defining business requirements: Separating must-haves from nice-to-havesImplementation best practices and successful change managementUsing data to improve decision-making and track engagement marginsStrategies for effective training and ongoing support

Happy New Year! Join Brent and Bonoo as they kick off 2025 with a look into the future of the professional services industry. In this insightful episode, they reflect on the events of 2024 and discuss trends and predictions for the coming year, focusing on technology, AI, and talent management. They also explore the evolving landscape of business models and revenue strategies in the professional services sector.Key concepts covered:Reflection on 2024 and the economic, geopolitical, and technological shifts The transformative potential of AIThe importance of a solid technology stack for effective AI implementationThe importance of talent development and the need for agile environments Shifting revenue models in the professional services sectorOptimism for the coming year

Welcome to another episode of the Professional Services Pursuit. This episode features a recording from a recent webinar hosted by the 4A’s. Brent joins Adam Cotumaccio, COO at 4A’s, and Patricia Rothenberg, Global COO and General Counsel at 72andSunny, to explore the transformative role of AI in creative agencies. They discuss the idea of heroic delivery and how agencies are adjusting to new economic models influenced by AI.Key topics covered include:- The unsustainability of heroic delivery due to economic pressures and AI advancements.- AI's impact on agency pricing strategies.- Insights into how AI streamlines agency operations and affects client expectations.- An examination of the legal compliance and security concerns associated with integrating AI.- Predictions on the evolution of creativity within agencies as AI handles more routine tasks, highlighting the ongoing importance of human talent.

In this episode of the Professional Services Pursuit podcast, Banoo wraps up our series on Gen Z in the workplace. Featuring insights from three remarkable Gen Z professionals, this conversation delves into how their generation is reshaping work cultures and expectations. Listen in as they share their career journeys, the importance of company culture, and their visions for the future workplace.Key topics covered include: Career path exploration in the midst of uncertainty and global changesThe critical role that company culture and values played in their career decisions Essential elements for successful leadership and management in the modern workplacePerspectives on risk-taking from a Gen Z viewpoint The importance of networking, mentorship, and leveraging social media to build valuable professional relationships and guidance.If you would like to listen to the entire series on this topic check out these episodes as well: Ep. 72 - Understanding and Engaging Gen Z in the Workforce w/ Tessa MisiaszekEp. 76 - Navigating Multi-Generational Workforces w/ Meagan Johnson