Meeting Title: Insomnia Client Delivery Review Date: 2025-09-29 Meeting participants: Shreya Chowdhury, Uttam Kumaran, Robert Tseng, Justin Breshears
WEBVTT
1 00:00:46.470 ⇒ 00:00:48.439 Shreya Chowdhury: Hey, Utem, how’s it going?
2 00:01:25.570 ⇒ 00:01:26.329 Uttam Kumaran: I guess…
3 00:01:29.340 ⇒ 00:01:30.549 Shreya Chowdhury: Hey, how’s it going?
4 00:01:30.550 ⇒ 00:01:31.020 Uttam Kumaran: Dang.
5 00:01:34.350 ⇒ 00:01:35.679 Robert Tseng: You get a haircut with them?
6 00:01:36.010 ⇒ 00:01:36.690 Uttam Kumaran: Sorry?
7 00:01:36.850 ⇒ 00:01:38.049 Robert Tseng: You got a haircut?
8 00:01:38.210 ⇒ 00:01:39.290 Uttam Kumaran: Last week.
9 00:01:39.470 ⇒ 00:01:43.920 Robert Tseng: Oh, really? Oh, maybe it just looks a little, like, slick today, so…
10 00:01:44.050 ⇒ 00:01:46.100 Uttam Kumaran: Yeah, I know, it’s just fresh shower.
11 00:01:46.340 ⇒ 00:01:47.160 Robert Tseng: Nice.
12 00:01:47.160 ⇒ 00:01:49.380 Uttam Kumaran: I feel sick today, though, for the weekend, so…
13 00:01:49.380 ⇒ 00:01:50.630 Robert Tseng: Oh, no.
14 00:01:50.630 ⇒ 00:01:51.949 Uttam Kumaran: Yeah, it’s wild.
15 00:01:53.920 ⇒ 00:02:09.120 Uttam Kumaran: Cool, we can get right into it. So I wanted to, grab this time today just to do another, delivery review with you, Shreya, especially now that we have Justin sort of looking at, sort of managing your project.
16 00:02:09.289 ⇒ 00:02:19.069 Uttam Kumaran: I kind of, like, wrote… compiled some of my… some of my… some of our thoughts into, this document here that I’ll share
17 00:02:19.320 ⇒ 00:02:28.940 Uttam Kumaran: Here in Zoom. And really, I’ll just be here to kind of guide the conversation, but Robert and Justin, I’ll be kind of leaning on you guys for feedback.
18 00:02:29.230 ⇒ 00:02:32.750 Uttam Kumaran: I think really the goal for…
19 00:02:32.990 ⇒ 00:02:43.080 Uttam Kumaran: Today is just to kind of just share what’s going well, kind of be a little bit more specific about where I think there’s… there’s clear room for
20 00:02:43.260 ⇒ 00:02:51.080 Uttam Kumaran: you know, improvement, and then align on next steps and sort of expectations for this month. I know we gave some feedback
21 00:02:51.440 ⇒ 00:02:59.050 Uttam Kumaran: I think about a week or two weeks ago, so I think this shouldn’t come as much of a surprise. We’re just trying to do…
22 00:02:59.330 ⇒ 00:03:09.339 Uttam Kumaran: do a bit better at giving more rapid feedback, so, wanted to sort of organize us for this. So yeah, maybe, Robert, I’ll let you…
23 00:03:09.550 ⇒ 00:03:16.490 Uttam Kumaran: sort of set the scene, and then Justin would love to hear your feedback as well, you know, after Robert goes.
24 00:03:17.590 ⇒ 00:03:21.949 Robert Tseng: Yeah, sorry, I didn’t look at the doc. You sent it in Slack, I just want to make sure I’m late.
25 00:03:21.950 ⇒ 00:03:23.509 Uttam Kumaran: interested in a Zoom.
26 00:03:23.720 ⇒ 00:03:24.510 Robert Tseng: Oh, okay.
27 00:03:28.430 ⇒ 00:03:29.479 Robert Tseng: Open it.
28 00:03:32.580 ⇒ 00:03:38.039 Robert Tseng: Yeah, well, I mean, I guess, sorry, I mean, I guess I just want to make sure what I’m saying aligns with what’s written here, too.
29 00:03:38.040 ⇒ 00:03:38.820 Uttam Kumaran: So, yeah.
30 00:03:38.820 ⇒ 00:03:39.450 Robert Tseng: This is awesome.
31 00:03:39.450 ⇒ 00:03:41.480 Uttam Kumaran: Based on our conversations this morning.
32 00:03:42.150 ⇒ 00:03:43.510 Robert Tseng: Okay, cool.
33 00:03:43.740 ⇒ 00:03:46.700 Robert Tseng: Yeah, I mean, I think just…
34 00:03:47.670 ⇒ 00:04:01.749 Robert Tseng: in… I think what’s going well is kind of the same as kind of what we already discussed, so, I mean, like I said, I’ve never kind of had a problem with the way, like, kind of technical ability, ability, and… and, just how you approach
35 00:04:02.180 ⇒ 00:04:18.510 Robert Tseng: or I guess, execute analysis. I think just, the… what’s not… what I don’t feel like is going well is just cadence, communication, like, to me, it’s the last mile part of analytics. So, I think there’s, like, some bullet points here, kind of, like, talking about
36 00:04:19.350 ⇒ 00:04:24.680 Robert Tseng: I’m talking about this, but, you know, I’m sure you know we’ve been going back and forth on, like, what’s…
37 00:04:24.720 ⇒ 00:04:42.639 Robert Tseng: what is the deliverable that we put in front of a client? And, like, I’ve even just, like, today, the deck that should have gone out last Thursday, I sent it on today. You know, we get a couple reworks over the weekend. So, I… like, that… that can’t… that can’t happen, and,
38 00:04:42.920 ⇒ 00:04:48.320 Robert Tseng: yeah, I think there’s, you know, some… some things that we can do to try to make it…
39 00:04:48.580 ⇒ 00:04:53.640 Robert Tseng: More streamlined, so that we’re able to keep up with, kind of.
40 00:04:54.060 ⇒ 00:05:07.429 Robert Tseng: with the cadence that we’re working with on the client. And then, yeah, so I think that’s, you know, that’s in a nutshell kind of where I feel like some of these areas that may not be going well kind of stems from.
41 00:05:07.590 ⇒ 00:05:13.149 Robert Tseng: But kind of tying that to, like, milestones, like, I think, you know, these are just really…
42 00:05:13.170 ⇒ 00:05:26.540 Robert Tseng: like, expectations that maybe we are kind of writing out more explicitly that maybe we could be working towards. Yeah, I mean, this is probably your first time looking at this doc, too, so we could take a couple minutes to just
43 00:05:26.550 ⇒ 00:05:38.850 Robert Tseng: let that sink in, and you can… we can kind of go area by area, but yeah, I think this… you’ll want to have a productive conversation here so we know what… what to expect moving forward.
44 00:05:46.280 ⇒ 00:05:51.889 Uttam Kumaran: Cool. And yeah, Justin, maybe we’d love to hear your perspective as well from the last, you know, two weeks or so on…
45 00:05:52.100 ⇒ 00:05:55.290 Uttam Kumaran: The client, and sort of, like, what you’re seeing from delivery.
46 00:05:55.710 ⇒ 00:06:13.459 Justin Breshears: Yeah, I can’t speak to the deliverables as much with the analysis, but, just from, like, a client standpoint, especially one like Insomnia, that’s a… it’s a client that could be a very strategic one, if we deliver well. Like, we could see it expand, and we could see
47 00:06:13.790 ⇒ 00:06:23.740 Justin Breshears: a lot of opportunity there with how big they are, and the stuff that we could help them out with. So, from my perspective, like, probably the most important thing is the ownership piece in there that’s in the doc, is…
48 00:06:23.800 ⇒ 00:06:43.590 Justin Breshears: taking ownership of the, you know, communication, and updating, and making sure, like, you know, if timelines are missed, or something like that, you’re raising your hand and saying, hey, like, you know, it’s not going to be done at this date, like, for this reason, and… or I need this, or I’m blocked on that, or something like that. So I think, from what I’ve seen, it’s just, more…
49 00:06:43.890 ⇒ 00:06:50.719 Justin Breshears: having to track down, like, where you’re at with certain tasks versus proactive communication on those. So I think that’s…
50 00:06:51.210 ⇒ 00:06:53.370 Justin Breshears: One of the things that,
51 00:06:53.580 ⇒ 00:07:00.520 Justin Breshears: you know, it’s just really important with any client, but especially one like Insomnia, where we have an extra, you know.
52 00:07:01.190 ⇒ 00:07:06.169 Justin Breshears: Maybe an extra white glove mentality with them, because, like, there’s a lot of opportunity there.
53 00:07:11.770 ⇒ 00:07:13.299 Uttam Kumaran: Cool. Yeah, I guess…
54 00:07:13.590 ⇒ 00:07:24.869 Uttam Kumaran: Shreya, if you… I wanted to see if you have any thoughts, especially reflecting on the last time we gave feedback versus… now, does stuff in this doc make sense? Is it coming as a surprise? I guess let me know what you think.
55 00:07:24.870 ⇒ 00:07:40.930 Shreya Chowdhury: Well, yeah, Robert and I have been communicating a lot in the last week, so a lot of this stuff is stuff, is, yeah, things that we’ve talked about. I think some of this, like, yeah, I’m aligned with, and I’m aware that,
56 00:07:41.020 ⇒ 00:07:48.409 Shreya Chowdhury: Like, yeah, in terms of the cadence, it has been a little bit trickier. To, like, I think…
57 00:07:48.760 ⇒ 00:07:51.980 Shreya Chowdhury: yeah, for this client, since they don’t work Fridays, like.
58 00:07:52.190 ⇒ 00:08:05.669 Shreya Chowdhury: it is probably going to be expected that, like, an analysis is completely done from, like, Monday following the review to Wednesday, so that it can, like, go through the chain of review,
59 00:08:06.420 ⇒ 00:08:10.569 Shreya Chowdhury: Yeah, so that part, I, like, I think I agree with.
60 00:08:11.020 ⇒ 00:08:25.529 Shreya Chowdhury: I… yeah, as far as, like, the less than 5 hours of documented work last week, I was doing revisions and stuff over the weekend, so I haven’t had a chance to add those hours in, for last week’s work.
61 00:08:27.590 ⇒ 00:08:41.679 Shreya Chowdhury: Yeah, and… I mean, yeah, there’s a lot of stuff here that I think, like, I’m aligned with, and I think is completely valid. There’s a few things that I feel like maybe we can talk about a little bit, as far as, like.
62 00:08:41.679 ⇒ 00:08:48.309 Shreya Chowdhury: pushing for net new analysis. Like, yeah, I definitely see the value in that, and I feel like
63 00:08:48.460 ⇒ 00:09:03.920 Shreya Chowdhury: that’s definitely something, like, an area of improvement that I could be working on, but I think what I’m finding tricky to do here is, like, also balancing that with client satisfaction, because some of the asks that are coming in are very, like.
64 00:09:04.340 ⇒ 00:09:08.900 Shreya Chowdhury: Cut and dry, like, oh, like, they’re looking for, like, data pulls or stats.
65 00:09:08.980 ⇒ 00:09:29.650 Shreya Chowdhury: like, that they just have questions on, so when those asks come in, like, the way that I see some of those is, like, oh, like, they want to know, like, what happened here. So my kind of thought process for some of those is, like, let’s make sure that we, like, summarize these and get them answered, so I see those more as summary and less, like.
66 00:09:29.650 ⇒ 00:09:33.549 Shreya Chowdhury: Every single one is a robust analysis.
67 00:09:36.430 ⇒ 00:09:40.219 Shreya Chowdhury: Yeah, that’s kind of where I’m at.
68 00:09:41.300 ⇒ 00:09:49.140 Uttam Kumaran: Yeah, I guess two pieces. One, I… and correct me if I’m wrong, guys, like, I don’t think anyone’s expected to do…
69 00:09:49.300 ⇒ 00:10:01.579 Uttam Kumaran: work on the weekends, unless it’s, like, very explicitly asked, so I… I do think that if there was work that was supposed to be done on Friday or Thursday, then that’s sort of when we’re expecting, because we have to sort of get
70 00:10:01.800 ⇒ 00:10:11.709 Uttam Kumaran: these things out. And then the second piece is, maybe we can even talk through a specific example, Robert, if the deck is a good example, but we’d love to just walk through, like, where
71 00:10:11.710 ⇒ 00:10:22.489 Uttam Kumaran: maybe the break in communication was, we can’t go upsell any client for not delivering what they asked for. So that is completely secondary on, like, net new asks.
72 00:10:22.710 ⇒ 00:10:30.910 Uttam Kumaran: But even the example today, Robert, that you have to take on and work on, you know, I reviewed it as well, and I just don’t think it was… it was sort of…
73 00:10:31.020 ⇒ 00:10:46.940 Uttam Kumaran: at the level, you know, of rigor that we would… we would expect, you know, to push out to a client like that. You know, it seemed like the general analysis was pretty high level, and, you know, again, given what Justin said about how large
74 00:10:46.940 ⇒ 00:10:54.619 Uttam Kumaran: these guys are, they’re… we have to push, you know, for them. So, maybe it’s helpful to talk through a specific example,
75 00:10:54.670 ⇒ 00:10:56.030 Uttam Kumaran: Robert, what do you think?
76 00:10:56.530 ⇒ 00:11:04.649 Robert Tseng: Yeah, sure. I mean, you can kinda… I can… I can… I have the deck pulled up, I just came out of the meeting with them, so I can just share my screen, and then…
77 00:11:05.040 ⇒ 00:11:06.099 Robert Tseng: I mean…
78 00:11:06.470 ⇒ 00:11:17.339 Robert Tseng: Shreya may have heard bits and pieces of it, and maybe you guys, I’ve, I, like, slacked a few messages too, but we can just run through it. Sure. Kind of expectation-wise.
79 00:11:17.550 ⇒ 00:11:23.769 Robert Tseng: Yeah, so this was really the, kind of the deck that we ended up sending to them. So, there’s a few things, like.
80 00:11:24.000 ⇒ 00:11:29.559 Robert Tseng: Yeah, you know, I think one feedback that I gave to Shreya last week was, like.
81 00:11:30.390 ⇒ 00:11:41.970 Robert Tseng: try to extract the driving question. Like, the client’s asking for what happened here, but, like, that’s… they don’t just want to know what happened there. Like, I understand that there are, like.
82 00:11:42.110 ⇒ 00:11:48.230 Robert Tseng: questions around that, but to me, that’s just, like, part of, like, the basic analysis. And if we’re to be, like.
83 00:11:48.460 ⇒ 00:11:59.320 Robert Tseng: to me, like, we’re just looking at brace data. It’s one data source, one… one to maybe three tables that either we maintain, or we can pull reports directly out of the platform.
84 00:11:59.730 ⇒ 00:12:00.990 Robert Tseng: And,
85 00:12:01.010 ⇒ 00:12:20.060 Robert Tseng: yeah, I don’t know, there’s… it’s just, you know, to me, that answering their question is… would not… would not take very long. And so, you know, you get this, like, kind of, like, channel split here, which is… I already kind of edited it, like, I… we’ve… we’ve gone through some revisions, I think some of the original slide decks here, like, I’m looking through this.
86 00:12:20.060 ⇒ 00:12:24.140 Robert Tseng: Like, yeah, I’m just, like, I’ve left feedback here, but I think…
87 00:12:24.370 ⇒ 00:12:34.040 Robert Tseng: we, like, there’s a lot of noise in kind of what I’m seeing here. I think just, like, as far as, like, getting to, like, a clean, like.
88 00:12:34.160 ⇒ 00:12:40.210 Robert Tseng: takeaway, and, it’s, like, I don’t… I don’t think we got there. Like, I do think that this is…
89 00:12:40.340 ⇒ 00:12:43.470 Robert Tseng: This still… this still, like, kind of had… had a lot of noise.
90 00:12:43.470 ⇒ 00:13:04.269 Robert Tseng: Like, I kind of redid this slide over the weekend, and I understand that you kind of followed it to kind of get the other stuff. I still think this is kind of noisy, the takeaways are a little bit unclear, but we’re trying to, like, get closer to, like, okay, what’s the one-sentence takeaway for email performance? What’s the one-sentence takeaway for SMS and push?
91 00:13:04.270 ⇒ 00:13:13.840 Robert Tseng: And ultimately, I didn’t actually use these, because, I mean, if you look in the Slack channel that I… the Slack message I ended up sending to the client, and the way that I talked about
92 00:13:13.880 ⇒ 00:13:16.640 Robert Tseng: The takeaways here,
93 00:13:16.740 ⇒ 00:13:22.519 Robert Tseng: Like, on the actual, like, kind of weekly business review, like, 30 minutes ago.
94 00:13:22.880 ⇒ 00:13:28.409 Robert Tseng: like, I kind of, like, picked out different pieces that were more…
95 00:13:28.560 ⇒ 00:13:41.969 Robert Tseng: like, I… I wasn’t able to obviously go through… go through all this content. So, like, I think there’s a level of, like, this is thorough, but it’s not, like… it’s just… I don’t know, I feel like it’s just… a lot of it is busy work, that you’re kind of just…
96 00:13:41.970 ⇒ 00:13:58.420 Robert Tseng: filling in, like, the cracks without really knowing, like, with clarity, like, what you’re driving towards, which is why I ask for analysis to kind of start from a question, and then for you to outline kind of, like, the different steps to kind of get down there.
97 00:13:58.420 ⇒ 00:14:17.180 Robert Tseng: So, to me, like, we can kind of keep going through more iterations to kind of, like, help you refine, the way that you approach analysis, but this is not, like, what I would expect, from you being the lead senior and analyst icon on this… on this client. Like, I… this type of, like.
98 00:14:17.190 ⇒ 00:14:32.640 Robert Tseng: you know, 3 to 5 touch revisions, like, to me is maybe what I would expect more from, like, an associate-level kind of, like, person. So, I think just from, like, an expectation standpoint, this has been more high-touch than I was expecting it to be.
99 00:14:32.720 ⇒ 00:14:37.199 Robert Tseng: I mean, yeah, I think I’ll just pause there on, like.
100 00:14:37.530 ⇒ 00:14:41.260 Robert Tseng: You know, where… where this ended up landing before we shipped it.
101 00:14:42.950 ⇒ 00:14:51.699 Uttam Kumaran: Sure. Yeah, I guess, Shreya, would love to hear your thoughts. I mean, from my standpoint, too, looking at slide 8, I would say pretty similarly, the top few bullet points
102 00:14:51.840 ⇒ 00:15:05.540 Uttam Kumaran: seem to just describe, you know, the chart overall, and there’s no way a client, like, of this size is going to pay us what we’re charging them to just sort of summarize the chart. You know, so I want to really make sure that
103 00:15:05.650 ⇒ 00:15:08.290 Uttam Kumaran: Like, the expectations are set really clear about
104 00:15:08.450 ⇒ 00:15:27.869 Uttam Kumaran: like, what sort of the lead analyst role on a client of this size is gonna… is gonna look like. And I… and I even agree with Robert, like, for us to get to the one sentence, we have to do all of this work. Like, you have to go that deep in order to come out with the nugget. And, like, I just want to make sure that that’s, like.
105 00:15:27.960 ⇒ 00:15:31.070 Uttam Kumaran: It’s really clear, like, what we’re hitting at right now.
106 00:15:34.250 ⇒ 00:15:50.560 Shreya Chowdhury: Yeah, yeah, Robert and I talked about this slide deck last week, and yeah, I tried to frame the other two after he took a look at the email performance. I guess, like, I would like to know, kind of.
107 00:15:50.720 ⇒ 00:16:09.619 Shreya Chowdhury: what more you guys feel like could be done here? Like, what, like, do you guys have an example of, like, what insight you would take away, by looking at the Braze data for this data source? Like, even arbitrarily, like, if you want to make it up, like, exactly, like, what specific type of one sentence are you guys looking for here?
108 00:16:10.170 ⇒ 00:16:12.510 Uttam Kumaran: But I guess, like, that would be my point, is that…
109 00:16:12.710 ⇒ 00:16:21.249 Uttam Kumaran: the… if, like, there isn’t a consistent playbook, like, you will… you have to discover the story in looking at the data. Like, looking at this chart.
110 00:16:21.660 ⇒ 00:16:38.150 Uttam Kumaran: The top bullet point, the top two, are really just descriptions of the picture, and then it’s really without not only examining the performance, but we have to give them recommendations on the next action, and we have to be as well researched to field
111 00:16:38.220 ⇒ 00:16:46.110 Uttam Kumaran: follow-up questions live in the meeting. Like, in chatting with Robert last week, and sort of discussing Progress.
112 00:16:46.340 ⇒ 00:17:04.210 Uttam Kumaran: the week before, it still seems like we’re not there. And, like, we have to be the most knowledgeable about… about their information. So, it’s not… it’s not a cookie-cutter template. Like, it is, like, a sit inside their business and think about what all the stakeholders are… are interested in. So…
113 00:17:04.440 ⇒ 00:17:08.960 Uttam Kumaran: it’s… I don’t think it’s gonna be… I don’t think it’s necessarily possible for us to say, like.
114 00:17:09.569 ⇒ 00:17:19.940 Uttam Kumaran: this is the… the nugget to get out. Like, you have to… you have to go deep and spend the time to do that. And that’s, like, what we just didn’t see from the output of this… of this slide.
115 00:17:21.670 ⇒ 00:17:36.619 Robert Tseng: Yeah, I can share one thing. So, I mean, this is the one I spent the most time on, because, like, I gave you feedback here, but, like, sure, looking through this, yeah, optimal email deployment, there’s, like, some things about here, like, yeah, it’s like, okay, well.
116 00:17:38.660 ⇒ 00:17:58.479 Robert Tseng: Yeah, this is a distribution of, like, when emails were sent at time of day by day. I don’t think it necessarily gives you the… if I were doing this and I saw this in the data, I would ask, oh, like, why? Why is it mostly earlier in the day? And I had asked that question early on when I was first looking through Braze data. Turns out that, like, they…
117 00:17:58.480 ⇒ 00:18:05.269 Robert Tseng: they, like, made just, like, a very misinformed decision to send emails early in the day. And so…
118 00:18:05.270 ⇒ 00:18:25.960 Robert Tseng: you know, whether or not, like, 11 a.m. to 2PM is actually the optimal time, like, I don’t necessarily agree with that. I think it’s just, they didn’t send anything after 2PM. So, like, you can tell… you can tell, like, for some of the later sent emails, like on Thursday, like, there was actually, you know, better deliverability there. People were actually opening the emails and stuff, so…
119 00:18:25.960 ⇒ 00:18:49.050 Robert Tseng: I do think that this was kind of, like, a little bit of a kind of cop-out, kind of takeaway here, without really understanding, like, okay, well, like, why were no emails sent after this period of time? So I think there was another question that could have kind of come out of there, that you could have dug into, that you may not have been able to answer on your own, but, like, that’s where you would go back to the client and try to get some more context there.
120 00:18:49.640 ⇒ 00:19:03.349 Robert Tseng: And then, as far as, like, email, kind of, like, revenue by email here, I think just understanding, like, the revenue per dollar is an interesting, like, way, like, I think it’s a very baseline way of measuring ROI.
121 00:19:03.350 ⇒ 00:19:11.829 Robert Tseng: But I think there were some nuances to, like, email, performance that, like, we need to consider. Things like,
122 00:19:12.530 ⇒ 00:19:32.220 Robert Tseng: what, you know, attribution window, like, you know, is it possible that emails have… email revenue has been… is… is double counted? Like, what if somebody gets, like, multiple emails across campaigns? Is that being calculated correctly? So, like, there are certain, like, numbers that just, like, popped off the page to me that I’m not really sure about, like.
123 00:19:32.220 ⇒ 00:19:34.199 Robert Tseng: Do I really believe it’s, like, a $500.
124 00:19:34.200 ⇒ 00:19:36.629 Uttam Kumaran: $200 seems very, very high. Yeah.
125 00:19:36.630 ⇒ 00:20:01.240 Robert Tseng: So, like, I, you know, some of that just, like, doesn’t pass, like, the eye test for me, but, like, you know, so… I don’t know, it’s just, like, to me, like, step one would be doing the summarization that you’re talking about, and then I would be interrogating the data, trying to, like, understand why things are the way they are. And that’s kind of how you flush out the story, so that when I go on the call, and I’m sharing these numbers, and people are asking the same questions, I’ll be able to share what I discovered.
126 00:20:01.450 ⇒ 00:20:19.760 Robert Tseng: And I don’t expect us to, like, get to an answer on everything within, like, a one-week turnaround is pretty short. Like, when I was, like, running inside’s team at Ruggable, we would take minimum two weeks to do this kind of stuff. So, you just have to pare it down, like, kind of whittle down the question that you’re asking to.
127 00:20:19.950 ⇒ 00:20:24.640 Robert Tseng: Like, yeah, and so, I don’t know, I think there’s just, like, a… there’s…
128 00:20:24.670 ⇒ 00:20:41.409 Robert Tseng: like, I think we kind of just stopped at the first question, like, or the first layer down, and then just kind of… honestly, just looks like you fed into ChatGPT, and then ChatGPT spat out some takeaways, and you put it here. And, like, I don’t really think that’s, like.
129 00:20:41.530 ⇒ 00:20:55.650 Robert Tseng: a CMO is not going to pick this up and change her strategy because of this slide. Like, they just… and yeah, like, so I just, you know, it’s… it’s not… it didn’t get… it didn’t get to the… to the level that I feel like it needed to be.
130 00:20:57.840 ⇒ 00:20:58.600 Shreya Chowdhury: Okay.
131 00:21:00.940 ⇒ 00:21:14.639 Shreya Chowdhury: Yeah, I guess that’s fair. I think a couple of the other questions that I had were, I saw some of the comments on the summary slide that you left. Was there a lot of
132 00:21:14.670 ⇒ 00:21:21.960 Shreya Chowdhury: changes that were made since Friday, because I believe when we spoke on Friday, you said, like, that was a decent summary slide.
133 00:21:22.120 ⇒ 00:21:28.059 Shreya Chowdhury: And this morning, like, I saw a lot of comments on it for feedback,
134 00:21:28.940 ⇒ 00:21:31.959 Shreya Chowdhury: I think that is the one that’s, like, slide 8.
135 00:21:32.560 ⇒ 00:21:42.509 Robert Tseng: Yeah, I mean, like, I just… when you gave me fee… I mean, you said this to me Friday evening, my time, so first off, I reviewed it over the weekend.
136 00:21:42.510 ⇒ 00:21:54.119 Shreya Chowdhury: This slide, like, was mostly similar when we spoke on Friday morning, like, when we got realigned, and you said it was a decent summary slide, so I left it almost, like, mostly as it was.
137 00:21:54.250 ⇒ 00:21:57.710 Shreya Chowdhury: But yeah, like, if you have more features…
138 00:21:57.710 ⇒ 00:22:04.489 Uttam Kumaran: And my point is, like, I just looked at this for the first time this morning, and immediately I was like, again, like.
139 00:22:04.820 ⇒ 00:22:08.599 Uttam Kumaran: This is not enough to put in front of them, and…
140 00:22:08.920 ⇒ 00:22:17.590 Uttam Kumaran: like, I think that’s… that’s what we’re sort of going back and forth now, which is… I get Robert’s perspective as in, yeah, this is what we have, but…
141 00:22:17.950 ⇒ 00:22:25.549 Uttam Kumaran: even for me, I don’t think this passes our level of acceptance for this… you know.
142 00:22:26.020 ⇒ 00:22:38.020 Uttam Kumaran: for, like, if you were to do an analysis of own channel performance, this is one chart and 6 bullets, it’s… I would ask, like, 10 follow-up questions, we’re gonna get jammed in a meeting, you know?
143 00:22:40.950 ⇒ 00:22:59.049 Robert Tseng: Yeah, I mean, I think, when I give you feedback, I think I was looking at overall structure, so I rearranged your slides, I split things up, it looked very different last time you sent it to me. When I said this was, like, a decent summary slide, like, yeah, I think the chart is fine. Like, ultimately, this is the only… this is the only takeaway they needed to see from there. Like, it’s…
144 00:22:59.170 ⇒ 00:23:08.369 Robert Tseng: just… they don’t really need to really see any of the other points, so I think it still needs to be cleaned up, but I think, when I’m reviewing, I go through different reviews, like.
145 00:23:08.370 ⇒ 00:23:24.069 Robert Tseng: One is just, like, structure of the… of the… of, like, the outline, which is what I was looking for, when you first said it to me. And then, once the structure is there, then today I, like, you know, basically was reviewing, like, content, because I was going to finish
146 00:23:24.170 ⇒ 00:23:33.349 Robert Tseng: the content, and I was gonna speak on it immediately, like, 30 minutes afterwards. So, like, I think I obviously took a much… a closer look, and
147 00:23:33.350 ⇒ 00:23:44.710 Robert Tseng: kind of was playing the script out in my head as I was reading through the slides of how I’d actually read this out today, as opposed to doing that all, like, on Friday, on Friday evening or Saturday.
148 00:23:44.710 ⇒ 00:23:46.480 Robert Tseng: So…
149 00:23:46.790 ⇒ 00:23:52.119 Robert Tseng: Yeah, I mean, if you felt like you got inconsistent feedback, I think, to me, it’s just different stages of review.
150 00:23:53.200 ⇒ 00:23:53.860 Shreya Chowdhury: Okay.
151 00:23:54.090 ⇒ 00:23:54.740 Robert Tseng: Yeah.
152 00:23:57.270 ⇒ 00:23:58.000 Uttam Kumaran: bet.
153 00:23:58.040 ⇒ 00:24:04.629 Uttam Kumaran: I feel like, you know, overall, I think we kind of all agree, sort of the level of that. I think one thing
154 00:24:04.650 ⇒ 00:24:21.159 Uttam Kumaran: Shreya, we can probably discuss. I think one is for this account, and for kind of a bunch of accounts, we’re going to need someone that can sort of match even beyond, I think, the output that we saw that got presented today. I think that is sort of, like, table stakes, especially for the rate that we’re…
155 00:24:21.270 ⇒ 00:24:30.880 Uttam Kumaran: we’re gonna start charging folks, so I think one thing for us to discuss is, like, if you… if you think that level of expectation is fair, and if you think you can match it,
156 00:24:31.100 ⇒ 00:24:37.739 Uttam Kumaran: You know, so maybe me and you can have a chat today and talk about that, but that’s going to be our expectation for
157 00:24:37.740 ⇒ 00:24:51.530 Uttam Kumaran: the lead analyst role. I think there’s… there still are other, you know, positions in the company, but certainly, I think at the lead role, this is, like, the expectation. It’s really removing… and really, the barometer is to remove Robert from that
158 00:24:51.640 ⇒ 00:24:56.439 Uttam Kumaran: that position, and to basically have… be a partner to Jess and deliver that work.
159 00:24:56.730 ⇒ 00:25:07.000 Uttam Kumaran: So I think that’s… that’s sort of what we wanted to hit. I think, you know, if there’s nothing else to mention today, I think the biggest thing for me is we’ll work through sort of what
160 00:25:07.410 ⇒ 00:25:18.019 Uttam Kumaran: work through labeling exactly what the gaps are, and maybe, Shreya, we can discuss if that’s something you can bridge, or if that’s something that we want to, you know, adjust on. So, yeah, that’d be my feedback today.
161 00:25:18.390 ⇒ 00:25:28.729 Robert Tseng: Yeah, if I can… if I can just say one more thing, so, like, yeah, I think, I… I know we just got really into the details, and, like, I… sometimes I feel like, you know, work’s really…
162 00:25:28.730 ⇒ 00:25:43.489 Robert Tseng: we have personal attachment to it, so, like, I want to say, like, it’s… yeah, we’re trying to, like, talk about something that’s… it sometimes is an art, sometimes it’s a science, like, I think analysis is hard to measure, and but I think the way that we look at the impact is, like.
163 00:25:43.640 ⇒ 00:26:03.110 Robert Tseng: you know, you talk about client satisfaction, that’s what I index on, too. But satisfaction, to me is not just, like, whether or not they passively say, oh yeah, that’s fine. It’s, like, whether or not they’re like, that was amazing, I’m gonna… I wanna give you more money. Like, that’s… that to me is, like, what… what I’m looking for, in terms of, like.
164 00:26:03.110 ⇒ 00:26:09.319 Robert Tseng: knowing… measuring, like, our team on whether or not we did a good job. So when I think about, like.
165 00:26:09.380 ⇒ 00:26:13.830 Robert Tseng: Yeah, like, there’s a lot of work that you can do in the data world that just, like.
166 00:26:13.830 ⇒ 00:26:31.090 Robert Tseng: goes under the radar. Like, I know that. Like, I’ve been… I’ve been in… we’ve all been in situations where people are just flashing stuff in front of us all the time, and business continues on as usual. But, like, that’s not what, you know, this kind of gig is really more. Like, we’re meant to be provocative, like.
167 00:26:31.090 ⇒ 00:26:49.349 Robert Tseng: we have to take risks, make bigger bets, and, like, actually be drivers of change. And so, when I look at, like, an example, like, with Ellie, for example, you know, I know your piece kind of winded down there, and I don’t want to extrapolate too much from there, but, like, yeah, I think, you know.
168 00:26:49.390 ⇒ 00:27:00.069 Robert Tseng: the product analytics work that you teed up, sure, didn’t necessarily have the time to, like… it takes time to, like, measure things and be able to see the impact, but even the way that, like.
169 00:27:00.090 ⇒ 00:27:23.350 Robert Tseng: you can get a client excited so that they’re renewed, or they really see the importance of it, and, like, I think that there’s that kind of, maybe, like, element to it as well, where, like, knowing how to put your best foot forward, make your work seem extremely valuable, and, like, kind of get them on… on the… on the hook, that I feel like is…
170 00:27:23.350 ⇒ 00:27:32.869 Robert Tseng: a necessary part for, like, a… like a lead… like, a lead role here, because, I’m not gonna be in the weeds enough to be able to
171 00:27:32.940 ⇒ 00:27:46.960 Robert Tseng: basically extend… extend your work all the time. I need you to be able to, like, represent it yourself. So, anyway, that’s… that’s the last kind of thing I’ll say about it for now. I know you guys will… will kind of keep talking, but yeah.
172 00:27:49.380 ⇒ 00:27:49.970 Uttam Kumaran: Great.
173 00:27:50.530 ⇒ 00:27:57.380 Uttam Kumaran: Okay, cool. Well, yeah, I’ll… I’ll do a little bit of a summary of our conversation today, and then, Trey, I’ll touch base directly with you.
174 00:27:58.230 ⇒ 00:27:58.810 Shreya Chowdhury: Okay.
175 00:27:59.060 ⇒ 00:28:01.830 Uttam Kumaran: Okay, perfect. Alright, appreciate it, everyone. Thank you.
176 00:28:01.830 ⇒ 00:28:02.990 Robert Tseng: Alright, thanks, bye.
177 00:28:02.990 ⇒ 00:28:03.550 Shreya Chowdhury: Thank you.