In this episode of Sales is King, Dan Sixsmith interviews Mike Trkay, the Chief Information Officer at FICO. They discuss the evolving role of a CIO, the importance of customer engagement, and how technology decisions are made in a collaborative environment. Mike shares insights on differentiating in a competitive market, the significance of building trust with customers, and the lessons learned throughout his career. The conversation also touches on the changing expectations of buyers in the B2B space, particularly in relation to technology and AI.

Takeaways

Mike Trkay emphasizes the importance of a customer-focused role for a CIO.

Technology decisions at FICO are made collaboratively across various teams.

AI has been a part of FICO's operations for decades, focusing on predictive analytics.

FICO differentiates itself by providing analytics rather than just raw data.

Building trust with customers is crucial for long-term relationships.

Managing expectations is key to successful customer engagement.

Mike's career path highlights the value of mentorship and learning from experiences.

Listening and asking questions are vital skills in business interactions.

Business outcomes should take precedence over technology for technology's sake.

The expectations of buyers are evolving, particularly with younger generations.

Chapters

00:00 Introduction to FICO and Mike Trkay's Role

03:10 Navigating Technology Decisions in a Customer-Centric World

06:24 FICO's Unique Position in the Market

09:10 The Role of the CIO in Sales and Customer Relationships

12:24 Managing Expectations and Building Trust

15:12 Expanding Opportunities and Customer Experience

18:12 Handling Issues and Turning Problems into Opportunities

22:49 Building Strong Relationships with Clients

25:23 Mike Trkay's Journey to CIO at FICO

30:51 Mentorship and Early Career Lessons

36:11 Navigating Stress and Decision-Making

40:13 Understanding Modern Buyer Expectations

45:02 Introduction to Sales Dynamics

45:02 Understanding Customer Needs