EDWARD PEARCE’s Post

Last week, Europe's biggest fair rolled into Hull, and my daughter and I were all in! Her mission at nine years old? Hit every funhouse possible. Me? Well, as we weaved through each spinning tunnel and wonky floor, I couldn’t help but think, “This is just like the customer journey!” You start with excitement, full of expectation (maybe a bit dizzy too), then you're thrown through twists and turns. At some points, you’re balancing on the wobbliest floor of them all, asking, “Am I doing this right?” But then you reach the end, having conquered the chaos—ready to do it all over again. A successful customer journey is just like that, right? You guide your customers through the funhouses of uncertainty, making sure they laugh through the obstacles and, most importantly, reach the end with a smile on their face, eager to come back! And much like my daughter's joy of experiencing those funhouses, creating positive customer success moments keeps everyone coming back for more. 🤹♂️ #CustomerSuccess #CustomerJourney #FairFun #CXMatters #HullFair #CustomerExperience #RollercoasterOfSuccess #BuildingTrust

Today marks my 2 year anniversary at SHI International Corp., here are some of my personal highlights in that time: -Seeing the growth of our Product Team, adding new areas such as Business Analysis and User Research. -The individuals we have added to the team of just myself, Lynn and Peter in those 2 years, Megan, Megan, Shubhashree, Vinod, Michael and Martin, all who have made an instant impact. -The first time Megan created and shared an empathy map, which wowed so many people who had never seen UR/UX done in this way before. -The launch of our new designs from Megan, giving our platform a fresh look and feel and a much improved user experience. -Lynn and team delivering a brand new modular platform to our users with AI and ML, automating laborious work for our services team and enabling them to spend more time with our customers. -The team designing and delivering industry leading complex features like our rule engine. -The absolute delight in seeing users use features and gain value out of the problems we're solving for them. -Presenting our strategy and vision to our President and representing all of the great work we are doing, the goals we are striving towards and gaining continued support. -The many great conferences I've been able to attend and speak at in London, Nashville, New Jersey and Las Vegas, being immersed in the ITAM world. -Running part of our very first Customer Advisory Board and seeing customers engaged and excited to work with us and helping to drive our strategy and roadmap. -Working with such a bunch of talented, kind and funny people, with no silos, all working towards shared goals. -The faith and belief our stakeholders have given us. -The improvements we have made in our processes across the entire Product Development Process and working with our talented and hard working development team. Not to mention the incredible support from Jeff and Neil along the way. Here's to the next 2 years. 🍾

Happy new month! As we step into the final quarter of the year, it's a great time to pause, reflect, and realign. The last few months may have flown by, and while some of us may feel proud of our progress, others may feel they’ve fallen short of their goals. The good news? There is still plenty of time to make meaningful strides before the year is over. As you look back on the year so far, what stands out to you? Have you taken time to celebrate your progress, or have you been focused on what you haven’t achieved? Reflection is a powerful tool. It allows us to learn from our experiences, adjust where needed, and refocus our efforts. Remember, progress isn’t always linear. Life has its ups and downs, and sometimes, goals evolve. The important thing is that you keep going. You have the power to make these final months count. Embrace the challenge and finish strong! As we kick off Customer Appreciation Week, I want to take a moment to appreciate not only our amazing customers, but also the incredible team behind the scenes — my colleagues, partners, and friends. To my team,I just want to take a moment to express my deep gratitude for everything you do. Thank you for always pushing beyond boundaries, for your dedication, and for your unwavering commitment to excellence. Your ability to consistently go the extra mile and ensure everything works out, no matter the challenges, is truly inspiring.. To our customers,the heart and soul of our business! Without you, we simply wouldn’t exist.Your support, trust, and feedback are the driving force behind everything we do. From fueling our passion to shaping our future, your role goes far beyond transactions. You give purpose to our work and drive us to make a positive impact. Here’s to celebrating each of you — the true champions of service! #CustomerServiceWeek #Teamwork #Appreciation #ShapingExperiences #NewMonth #Reflection

✨Employee Shoutout!✨ Meet Clint Williams! Clint has been with CSG for 3 years, but has been in the grocery and janitorial industries for a combined 60 years! Clint has made a massive impact in a short amount of time. He helped onboard a great customer of ours, HEB. Clint has loved helping HEB improve the appearance of their stores all while lowering their costs! Here are some other fun facts about Clint: ❓If you could have dinner with any famous or historical figure, who would it be and why? Billy Graham. I would like to ask him for suggestions on how to pull our country together. ❓What is a skill or hobby you have always wanted to learn? Fly an airplane.

“It’s more than about business it's about making a meaningful difference in their operations and journey towards success and I'm grateful to be a part of it” Senior Customer Success Manager, Codi Merel. Here to help you strategize your hiring success, Hireology’s award winning customer success team offers strategic support services to drive product adoption, accelerate your time to value, and optimize your hiring process to increase ROI. Learn more about what Hireology’s support can do for you and your bottom line here: https://hubs.ly/Q02yHGV_0

2025: A Year of Change and Growth in the Automotive Service Industry As we enter 2025, we are poised for transformative change and unparalleled growth across the automotive service industry. This year, our focus expands beyond business goals to prioritize the well-being and success of the entire service and parts department—the driving force behind our operations. Our Clients in service and parts departments play a crucial role in delivering exceptional customer experiences. Yet, they often face challenges that impact not only their professional performance but also their personal lives. In 2025, we are committed to reducing stress, fostering resilience, and creating a culture that values work-life balance. Through innovative training programs, enhanced support systems, and an unwavering focus on personal and professional well-being, we will empower our service and parts teams to thrive. This is the year to elevate not just careers but also the quality of life for everyone who contributes to our shared success. Let 2025 be the year we move forward together—with purpose, compassion, and a commitment to excellence. and remember: Together We Drive Success! Again, Happy New Year

Happy 2025 (to all those who run on the Gregorian calendar)! I love the last few days of the year as they provide a little bit of a slowdown that makes room for reflection and planning ahead. We just closed out Q4 and ended up hitting 140% of our already ambitious quarterly growth target. In general, 2024 at Ashby was a year of incredible growth, and with it came a ton of hard work across all of our teams. I'm incredibly grateful to all the customers who have chosen to work with us. So many of you have shaped the product with helpful feedback and directly contributed to our growth by recommending Ashby. And, of course, I'm just as grateful for our entire team that drives the product and customer experience forward day-to-day. I keep repeating that one of the main reasons Abhik Pramanik and I wanted to start our own company was to build an amazing team that we'd want to be surrounded by each day. Making that a reality has been the most fun part of this journey so far. Almost everything about Ashby still feels *early* to me. We're almost always focused on the huge amount of work ahead and the myriad of ways in which we want to improve Ashby's product and overall experience. But when I take a look at almost any chart (one example below being the volume of interviews conducted through Ashby) it's also clear that we've made a ton of progress over the last few years. But today is the first of the year and the first of the month, and in many ways, we start at 0 again. A lot of our metrics and goals reset, and we need to continue to earn the trust of new and existing customers. You really have to enjoy the journey, as there is no "destination" when you're aiming to build a generational business (there are just "stops along the way"). I'm excited for all the new challenges and opportunities this new year will bring. And I'm most excited to continue working alongside an amazing team and amazing customers as we continue to evolve Ashby as a product and company.

We asked Harriet Mellor to share the 4 biggest lessons she’s learnt this year and here’s what she had to say: 1️⃣ Switching the focus from tasks to outcomes = GAMECHANGER! Empowering the team to prioritise results over to-do lists has transformed the way we work and the impact we make. 2️⃣ Celebrating wins is a must. We marked our 4th birthday this year, the first celebration within the business and I’ve learned not to wait another four years to celebrate again. Taking time to reflect and enjoy milestones is so rewarding. 3️⃣ Moving to a dedicated office was a smart move. It’s supported our growth, boosted our visibility and having a dedicated space has meant fewer weekends spent working. (I said fewer not none, before my friends start chiming in!) 4️⃣ Creating a core focus has redefined how we work. Rolling this out internally in July has been pivotal. It’s not only acted as a filter for identifying aligned prospects but has also ensured we’re working with dream clients. The result? Bigger wins and even better outcomes for us and the organisations we partner with globally. What’s been your biggest lesson this year? #lessonslearnt #reflection #endofyear #sales

Success isn’t about waiting for the perfect moment—it’s about taking action, no matter where you start. Let’s finish 2024 off with purpose, progress, and a relentless drive to turn our goals into achievements. ⭐ www.naces.org #NACES #CredentialEvaluation