The Platform Journey

• 33. Umesh Sachdev, Uniphore

  In this episode, Avanish and Umesh discuss:Uniphore's founding story in 2008 and evolution from conversational AI applications to an end-to-end Business AI Cloud platform serving 2,000+ customers including Fortune 500 enterprisesThe pivotal moment when two of Uniphore's largest customers (10% of revenue) warned their contracts might expire unless Uniphore opened up their platform for customer-built AI agentsHow platform necessity emerged from scale—running out of data scientists to manually fine-tune models for each customer led to building automated platform toolingThe "open-heart surgery" transformation: shifting from selling business outcomes to line-of-business buyers to serving CIOs and developers, requiring wholesale DNA changes across engineering, product, sales, and marketingWhy platform and ecosystem strategies are inseparable: "A platform is really not a platform until other people are building things on it"The M&A strategy for platform companies: narrower aperture requiring 100% architectural alignment, but instant unlocks when acquisitions fit the single-codebase platform architectureThree frameworks for platform success: maintain paranoia about whether you're a feature/product/company, surround yourself with "system thinkers," and stay intensely close to customersThe "five-by-five" metric for measuring platform adoption: five large enterprises and five GSIs using the platform as their weekly "factory" for fine-tuning models and building agents, requiring simplified user experience for non-technical business users Host: Avanish SahaiAvanish Sahai is a Tidemark Fellow and served as a Board Member of Hubspot from 2018 to 2023; he currently serves on the boards of Birdie.ai, Flywl.com and Meta.com.br as well as a few non-profits and educational boards. Previously, Avanish served as the vice president, ISV and Apps partner ecosystem of Google from 2019 until 2021. From 2016 to 2019, he served as the global vice president, ISV and Technology alliances at ServiceNow.  From 2014 to 2015, he was the senior vice president and chief product officer at Demandbase.  Prior to Demandbase, Avanish built and led the Appexchange platform ecosystem team at Salesforce, and was an executive at Oracle and McKinsey & Company, as well as various early to mid-stage startups in Silicon Valley. About UmeshUmesh Sachdev is the CEO and Co-founder of Uniphore, one of the largest AI-native, multimodal enterprise-class SaaS companies in the world.  Sparked by his vision and focus to use AI technology to bridge the gap between humans and machines, today Umesh is recognized as an enterprise AI pioneer, bringing knowledge AI, generative AI and emotion AI into a single platform, allowing customers to harness AI’s powerful capabilities across voice, video and text-based applications.  Known for his grit as a leader, his passion for customers and his deep understanding of technology, he is called upon to guide some of the world’s largest brands through their digital transformation. Umesh’s strong portfolio of patents serves as a testament to his innovative thinking and commitment to advancing AI technology.As an international business leader, Umesh has been recognized with many awards including ‘40 under 40’ Bright Young Business Leaders in the Economic Times, ‘Next Generation Leader’ by Time Magazine, and previously, as an ‘Innovator Under 35’ by MIT Tech Review.  Umesh is an alumnus of Jaypee Institute of Information Technology and an accomplished speaker and highly sought-after presenter. About TidemarkTidemark is a venture capital firm, foundation, and community built to serve category-leading technology companies as they scale.  Tidemark was founded in 2021 by David Yuan, who has been investing, advising, and building technology companies for over 20 years.  Learn more at www.tidemarkcap.com.Follow our host, Avanish SahaiLearn more about Tidemark

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• 32. Greg Sarafin, Sarafin Advisory

  This season features conversations with key decision-makers who have shaped the evolution of today's leading technology platforms and ecosystems. We talk to C-suite executives, board members, investors, and others who must be bought into the platform journey.In this episode, Avanish and Greg discuss:Greg's journey at the intersection of technology and professional services, including his role building EY's global partnerships practice into a substantial business driverWhy most companies remain confused about partnerships, platforms, and ecosystems, and how successful companies are "built from the ground up" to orchestrate ecosystemsMicrosoft's transformation under Satya Nadella as the gold standard for ecosystem strategy - shifting from competing against everyone to becoming a platform that orchestrates the capital of hundreds of thousands of companiesWhy the future belongs to companies that shift from linear value chains to orchestrated ecosystems where they either orbit around or become the center of mass for other participantsThe urgency for C-suites to think beyond operational AI improvements and envision what their industry will look like in five yearsHost: Avanish SahaiAvanish Sahai is a Tidemark Fellow and served as a Board Member of Hubspot from 2018 to 2023; he currently serves on the boards of Birdie.ai, Flywl.com and Meta.com.br as well as a few non-profits end educational boards. Previously, Avanish served as the vice president, ISV and Apps partner ecosystem of Google from 2019 until 2021. From 2016 to 2019, he served as the global vice president, ISV and Technology alliances at ServiceNow.  From 2014 to 2015, he was the senior vice president and chief product officer at Demandbase.  Prior to Demandbase, Avanish built and led the Appexchange platform ecosystem team at Salesforce, and was an executive at Oracle and McKinsey & Company, as well as various early-to-mid stage startups in Silicon Valley.About GregGreg is the Founder of Sarafin Advisory which he launched in 2024 to provide companies with actionable advice and insights to help them grow Enterprise Value in an era of immense change and opportunity. Previously, Greg spent over 9 years at EY where he was most recently the Global Vice Chair - Alliances and Ecosystems. Prior to joining EY in 2015, he spent seven years as an executive at IMB, running one of the top five accounts at the firm and then managing the professional services P&L for Banking and Financial Markets in North America. He also held significant leadership positions in financial service technology and digital disruption across industries. In addition, he helped found a health payments dot-com and, prior to that, ran his own software development company.About TidemarkTidemark is a venture capital firm, foundation, and community built to serve category-leading technology companies as they scale.  Tidemark was founded in 2021 by David Yuan, who has been investing, advising, and building technology companies for over 20 years.  Learn more at www.tidemarkcap.com.LinksFollow our guest, Greg SarafinFollow our host, Avanish Sahai

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• 31. Andrew Casey, Amplitude

  In this episode, Avanish and Andrew discuss:Andrew's journey as an "operational CFO" from Sun Microsystems through ServiceNow, WalkMe, Lacework, and now Amplitude, being part of the team that built ServiceNow from $400M to $4.5B ARRWhy CFOs must "play chess, not checkers" - thinking several moves ahead about decision implications and making strategic investment pivots for anticipated future growthThe critical difference between multi-product and platform strategies: true platforms have definite customer adoption journeys where products aren't sold independentlyRecognizing platform readiness signals: when customers organically create their own workflows and use cases you never conceived, like hospitals using Amplitude for emergency room optimizationBuilding effective teams by mixing "veterans with rookies" to solve problems rather than just "admire problems," and driving focused execution around single key investmentsThe "fair exchange of value" approach to pricing and partnerships that emphasizes customer adoption, transparency, and simplicity over complexityAbout Avanish Sahai:Avanish Sahai is a Tidemark Fellow and served as a Board Member of Hubspot from 2018 to 2023; he currently serves on the boards of Birdie.ai, Flywl.com and Meta.com.br as well as a few non-profits end educational boards. Previously, Avanish served as the vice president, ISV and Apps partner ecosystem of Google from 2019 until 2021. From 2016 to 2019, he served as the global vice president, ISV and Technology alliances at ServiceNow.  From 2014 to 2015, he was the senior vice president and chief product officer at Demandbase.  Prior to Demandbase, Avanish built and led the Appexchange platform ecosystem team at Salesforce, and was an executive at Oracle and McKinsey & Company, as well as various early-to-mid stage startups in Silicon Valley.About Andrew Casey: Andrew Casey is Chief Financial Officer at Amplitude, where he leads Amplitude's General & Administrative organization, which includes finance, accounting, and legal. With more than 25 years of enterprise software experience, Casey brings deep financial expertise combined with extensive go-to-market strategy and business operations experience.Casey joined Amplitude from Lacework, where he served as CFO and oversaw its successful acquisition by Fortinet. Prior to that, he was the CFO of WalkMe, where he led its Initial Public Offering (IPO) and transformed its enterprise sales motion. Casey’s career also includes senior finance roles with ServiceNow, Hewlett-Packard, NortonLifeLock Inc. (formerly Symantec), Oracle, and Sun Microsystems.About TidemarkTidemark is a venture capital firm, foundation, and community built to serve category-leading technology companies as they scale.  Tidemark was founded in 2021 by David Yuan, who has been investing, advising, and building technology companies for over 20 years.  Learn more at www.tidemarkcap.com.LinksFollow our guest, Andrew CaseyFollow our host, Avanish SahaiLearn more about Tidemark

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• 30. Mike Rich

  In this episode, Avanish and Mike discuss:Mike's journey from his early tech roots in Silicon Valley to his role as CRO at Zscaler, including his transformative work growing ServiceNow from $500M to $6B in the Americas regionThe importance of always viewing platform strategy through the customer's lens - helping them achieve outcomes rather than managing multiple point solutionsHow a successful platform requires breaking down silos not just within your own organization, but often within your customer's organizationThe "one team" concept of the three-legged stool: customer, vendor, and partner, all working together toward shared successWhy ecosystem partners are mission-critical, providing industry expertise and customer insights that vendors can't replicateThe role of security in enabling productive AI adoption, with Zscaler helping customers leverage generative AI safely at scaleHow to develop meaningful metrics with partners beyond just pipeline generation, focusing on mutual success plans and regular reviewsThe importance of playing the long game with partners - "It's not how you behave when things are going great, it's how you behave when things hit the fan"Host: Avanish SahaiAvanish Sahai is a Tidemark Fellow and has served as a Board Member of Hubspot since April 2018 and of Birdie.ai since April 2022. Previously, Avanish served as the vice president, ISV and Apps partner ecosystem of Google from 2019 until 2021. From 2016 to 2019, he served as the global vice president, ISV and Technology alliances at ServiceNow.  From 2014 to 2015, he was the senior vice president and chief product officer at Demandbase.  Prior to Demandbase, Avanish built and led the Appexchange platform ecosystem team at Salesforce, and was an executive at Oracle and McKinsey & Company, as well as various early-to-mid stage startups in Silicon Valley.About Mike RichMike Rich is a highly accomplished technology sales professional with a career spanning more than 30 years.During his tenure as President, Americas at ServiceNow from 2011–2023, Mike played a pivotal role in the company's success. Under his leadership, the AMS region experienced unprecedented revenue growth, catapulting from $500 million to $6 billion+.Mike focused on initiatives like vertical industries that enabled customer-facing teams to partner closely with customers. During his time, the company's overall growth skyrocketed from $80 million to $8 billion. Throughout his career, Mike has kept customer satisfaction as the north star, ensuring that every business decision aligns with the goal of providing unparalleled value to clients and career advancement for employees.Before ServiceNow, Mike held leadership roles at enterprise software companies Borland, Rational Software, and Kana.Mike's leadership philosophy revolves around building diverse teams that prioritize achieving desired mutual outcomes. His passion is fostering environments where collaboration, mutual respect, and teamwork are paramount.About TidemarkTidemark is a venture capital firm, foundation, and community built to serve category-leading technology companies as they scale.  Tidemark was founded in 2021 by David Yuan, who has been investing, advising, and building technology companies for over 20 years.  Learn more at www.tidemarkcap.com.LinksFollow our guest, Mike RichFollow our host, Avanish SahaiLearn more about Tidemark

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• 29. Dennis Woodside

  In this episode, Avanish and Dennis discuss:How Freshworks evolved from a single help desk product to a multi-product platform serving 74,000 customers globally, from small businesses to enterprises like Airbus and Nucor SteelThe importance of being "pulled" by customers into new markets rather than pushing—recognizing when customers you didn't expect are adopting your productsThe challenges of building and scaling a multi-product company where products are at different maturity levels and target slightly different ICPsWhy ecosystem strategy is critical at Freshworks, including both technology integrations with thousands of partners and a services ecosystem to source and implement solutionsFreshworks' differentiated approach of building "uncomplicated" solutions in a market dominated by complexity—particularly for mid-market and low-enterprise customers (up to 20,000 employees)Dennis's philosophy of customer-centricity: "When in doubt, go talk to a customer"Building an ecosystem strategy that includes both technology integrations with thousands of partners and a global services network, with direct sales in nine countries and partner-led expansion everywhere elseAbout the HostAvanish Sahai is a Tidemark Fellow and has served as a Board Member of Hubspot since April 2018 and of Birdie.ai since April 2022. Previously, Avanish served as the vice president, ISV and Apps partner ecosystem of Google from 2019 until 2021. From 2016 to 2019, he served as the global vice president, ISV and Technology alliances at ServiceNow.  From 2014 to 2015, he was the senior vice president and chief product officer at Demandbase.  Prior to Demandbase, Avanish built and led the Appexchange platform ecosystem team at Salesforce, and was an executive at Oracle and McKinsey & Company, as well as various early-to-mid stage startups in Silicon Valley.About Dennis WoodsideDennis Woodside is the CEO and President of Freshworks. He joined Freshworks as President in 2022. Dennis has spent more than two decades at innovative companies in Silicon Valley. Previous roles include Chief Operating Officer of Dropbox and sales and strategy leadership roles at Google for more than 10 years, including CEO of Motorola Mobility after Google acquired the company.Dennis serves on the board of the Boys & Girls Club of the Peninsula in California and previously served on the boards of the American Red Cross and ServiceNow. Dennis holds a B.S. in Industrial Relations from Cornell University and a J.D. from Stanford Law School.About FreshworksFreshworks Inc. (NASDAQ: FRSH) provides people-first AI service software that organizations use to deliver exceptional customer and employee experiences. More than 72,000 companies, including American Express, Bridgestone, Databricks, Fila, Nucor, and Sony choose Freshworks’ uncomplicated solutions to increase efficiency and loyalty. For the latest company news and customer stories, visit www.freshworks.com and follow us on Facebook, LinkedIn, and X.About TidemarkTidemark is a venture capital firm, foundation, and community built to serve category-leading technology companies as they scale.  Tidemark was founded in 2021 by David Yuan, who has been investing, advising, and building technology companies for over 20 years.  Learn more at www.tidemarkcap.com.LinksFollow our guest, Dennis WoodsideFollow our host, Avanish SahaiLearn more about Tidemark

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