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What does it take to lead a meditation company without finding a moment’s peace? David Ko spent years as CEO of Calm, one of the world’s most recognized mental health and wellness apps, helping millions manage stress. Now he’s stepping down. Ko unpacks why he made the call, what the relentless pressure of the C-suite really does to a person, and how to draw the line between the kind of stress that sharpens you and the kind that quietly breaks you down. This is an abridged transcript of an interview from Rapid Response, hosted by the former editor-in-chief of Fast Company Bob Safian. From the team behind the Masters of Scale podcast, Rapid Response features candid conversations with today’s top business leaders navigating real-time challenges. Subscribe to Rapid Response wherever you get your podcasts to ensure you never miss an episode. So you’ve just announced you’ve stepped down as CEO. You’re becoming a senior adviser to the board. I have to say, I was surprised by this turn of events. How did this come about? I’m glad we’re starting with this. Going right at the elephant in the room. Bob, thank you for the question. I made the decision to leave because, as I took a step back, I saw that Calm is a brand today that, for those who don’t know, has had more than 180 million downloads of the product and is growing in more than 190 countries and seven different languages. We’ve really made strides in health outcomes. That’s where we’re going with Calm Health. But at the same time, what’s become abundantly clear to me is that we’re in the midst of something so much bigger. It’s bigger because what we’re finding is that everything is much more interconnected than it was before. What I mean by that is there’s a reliance on employers, payers, providers, apps like ourselves, other apps being developed at lightning speed with AI, and real policy at both the federal and state level. So it’s really not just about one individual or one company. It’s more about how you create a movement. For me, it felt like the right time to take a step back, zoom out, and really see if I could impact things at a larger scale. I don’t have all the answers on how I’m going to do it, because you’re catching me literally right after the announcement. But on a personal note, I feel more interconnected to Calm and Calm’s mission than ever before. I just wanted to try to do it at a scale that I think can really move this forward on a global basis. Calm’s business, as well as your book and your podcast, Recharge, focus a lot on managing stress. I’m curious how your stress is with this change, or in the Ko vernacular, how’s your battery? I’ve got to tell you, my battery today is great because, when I think about my own battery like my phone battery, I would tell you I feel fully charged. And I’m not just saying that. I got a good night’s sleep last night. For me, the day always starts well when it’s not about the quantity of sleep. I don’t know if it’s the same for you, Bob, but it’s really about the quality of sleep I got. I’ve really focused on that. For me, it’s been nonnegotiable. And this change isn’t weighing on your head? It weighs on me. Like everything else, anytime you go through change, especially a life change, it’s going to weigh on you. But I just felt it was the right time, and I’m really looking forward to trying to do something that’s more focused on the mission and outcomes. During your tenure, Calm has grown its footprint, as you say, to 180 million app downloads and millions of Americans reached through health insurers. You’ve partnered on botanical beverages and sleep earbuds, and you helped pioneer so-called “calmtainment,” bringing celebrity voices into the app, right? Matthew McConaughey. That’s right. LeBron James, Harry Styles. Are there things about your time at Calm that you’re particularly proud of, that you look back on most strongly? Absolutely. A couple of things: I think the conversation around mental health is the most approachable it’s ever been. Not in all countries, Bob, as we know, but here in the U.S., it’s probably the most approachable it’s ever been because people, like you just mentioned, are willing to talk about it. I’m also very proud when I take a step back. I have two daughters, and they both use the app of their own accord. For someone who’s been in technology for so long, we don’t always have that opportunity where our kids, family, or friends get to use the things that we build. And I love the fact that they get to use it. For myself, the brand was there before I got here, and I just helped continue to steward and shepherd that brand. We’ve really focused on the outcomes perspective, now covering almost 48 million lives across multiple payer partners that we didn’t have four years ago. I wanted to prove that it could actually resonate in health care, and we’re well on our way there. A lot of our listeners are business leaders, and sometimes I feel like they don’t always take mental health and wellness seriously. There’s this phrase, wellness-washing. Absolutely. I’m curious how much you see that, how much that’s going on, and whether maybe it doesn’t matter. It can be wellness-washing as long as it’s progress. I’ll give you a report we did just last year, and it really starts at the top for so many of us. We can have great HR teams, but if it’s not embraced at the leadership level, things can get muted or become just another benefit. So we went out and spoke to more than 250 C-suite executives. What was really fascinating is that CEOs need this. They need the details and the numbers. We went out there and asked them, “How are you doing?” More than 80% of them said, “I’m good. We’re good.” When you ask that question again, because as you know, you have to ask C-suite executives the same question twice, they said, “Actually, I’m pretty stressed out.” More than 47% of them said, “I’m pretty stressed.” When we correlated even further, 28% said, “I actually feel I’m under major stress at this very moment.” And then when we pushed them even harder, almost 50% of them said, “I’m thinking of stepping down.” What was really interesting was that, as we pressed further, we asked them, “Are you sharing this with your employees? Do they understand how stressed you are?” Many of them said no. They didn’t feel safe yet having these conversations in a more public format. So when you ask me how CEOs are feeling and whether they believe in mental health, many of them do. In reports and studies we’ve done, it’s clear. It’s just that right now many of them, too, are feeling the stress. How much effort did it take for you to keep the Calm workplace calm? Just because you’re helping people with their mental state doesn’t mean your team is under any less pressure to grow and build and do. One hundred percent, Bob. People will ask me at times, “What is it like to be the CEO of Calm? Do you meditate all day? Do you just sit there and meditate all day?” And I tell them, “Honestly, no. I am the most stressed-out CEO you will ever meet,” and it catches them by surprise.The reason I say that is because every second of every day, someone is turning to us for help. And I feel that pressure, that wherever they are in the world or whatever moment they’re in, they’re asking us for help, whether it’s 30 seconds, five seconds, or 10 minutes. They’re looking to us for some type of help in the moment. It could be prevention or intervention. So I feel that pressure. When you ask about a company that’s small and punches above its weight, we feel that pressure. I feel that pressure. I know my employees feel it. But I do try to practice what I preach. And the biggest thing I do is try to be very vulnerable in front of them. I don’t view vulnerability as a weakness. So I tell them when I’m feeling stressed. I tell them when things aren’t going well. I’m super transparent, and I wasn’t always that way because I used to view it as a weakness. Today, I view it as a strength. View the full article

As the trial date nears for a showdown between Elon Musk and OpenAI, the artificial intelligence company has sent a letter to the attorneys general in California and Delaware accusing Musk of “anti-competitive behavior.” The letter, seen by both CNBC and the Sacramento Bee, alleges that Musk has been attempting to undermine OpenAI through a series of “attacks” on the company. OpenAI also accuses Musk of “coordinating his efforts” with Meta founder Mark Zuckerberg, saying the two billionaires are “turning to conduct and approaches that we do think are really highly questionable and sharply worthy of investigation.” “It appears that Mr. Musk has reached new lows, as it has been just reported today that he is directing the circulation of false and wholly unfounded allegations in the press in a last-ditch effort to discredit OpenAI and its leadership,” wrote OpenAI strategy chief Jason Kwon in the letter. Neither X nor Meta replied to requests for comment on the allegations. Kwon asked authorities to investigate any “anti-competitive” and “improper” behavior by Musk and his associates, pointing to a story that ran Monday in The New Yorker. The report said Musk had hired investigators to conduct extensive surveillance on OpenAI CEO Sam Altman, including tracking his flights, the parties he attended, and conducting interviews with a purported sex worker. The story included several lurid claims, though The New Yorker said it could find no evidence to support any of them. Altman stringently denied the rumors, calling the gossip “disgusting behavior from a competitor that I assume is part of an attempt at tainting the jury in our upcoming cases.” The history between Musk and Altman is complicated. The two co-founded OpenAI in 2015 as a nonprofit but had a falling out that led to Musk leaving in 2018 and eventually starting his own AI company. In 2024, he sued OpenAI, saying he was “assiduously manipulated” and “deceived” after the company explored becoming a for-profit entity. Jury selection for that case is scheduled to begin on April 27. In his letter, Kwon said the “attacks” could disrupt OpenAI’s efforts to develop artificial general intelligence (AGI), systems that equal or surpass human intelligence. “These attacks are designed to take control of the future of AGI out of the hands of those who are legally obligated to pursue the mission of ensuring that AGI benefits all of humanity, and put it into the hands of competitors who lack mission-driven principles and spurn any responsibility for safety,” Kwon wrote. While the letter names Zuckerberg, it offers little detail about the allegations against him. A report last month from Engadget, however, described text messages between Musk and Zuckerberg from last February. The exchange initially focused on Musk’s work with DOGE, but he later asked whether Zuckerberg was “open to the idea of bidding on the OpenAI IP with me and some others.” Zuckerberg replied that he would prefer to “discuss it live,” and a phone call was set up for the following day. (Zuckerberg never officially joined the bid to buy OpenAI.) The history between Musk and Zuckerberg is also fraught. Musk has previously challenged Zuckerberg to a cage match, referred to him as a “cuck,” and proposed a penis-size competition. After The President took office for the second time, however, the two appeared to set aside their differences and became allies. The letter is not the first time OpenAI has raised concerns about Musk’s behavior. Earlier this year, the company warned investors and banking partners that it expected the Tesla CEO to make “deliberately outlandish, attention-grabbing claims” as the trial approached that were not “grounded in reality” and were “typical of the harassment tactics he’s previously deployed.” View the full article

Few people would rally behind a campaign described as “we should control what other people can or can’t build,” or “let’s block certain people from living near us.” But that’s exactly what comes from typical zoning, permitting, and development rules. These local policies continue to get support from residents because the narratives are framed as “defending neighborhood character” or “protecting community identity.” Same policy, but without all the troublesome truth. Reframing a narrative from oppression to protection doesn’t change the facts, it changes how people feel about them. Successful NIMBY activists are excellent marketers, whether they realize it or not. They lead with character, cohesion, heritage—appeals that feel collective and protective rather than selfish and restrictive. The frame doesn’t just soften opposition, it recruits people who might otherwise stay neutral. This works because human psychology responds more powerfully to emotional and symbolic appeals than to literal descriptions. Negative frames highlight control, loss, or exclusion. Positive frames emphasize protection, belonging, and shared identity. In local politics, where home feels deeply personal, a protective-sounding narrative turns what could be seen as selfish restriction into principled guardianship. Nothing changes but the story In 2008, Shreddies was a square wheat cereal that had flagging sales. A young intern at an ad agency came up with an idea that added intangible value without changing the cereal recipe at all. Rotate the squares 45 degrees, and rebrand them as diamonds. Real people who thought they were part of focus groups described how the texture and taste of new Diamond Shreddies were better than the original squares. Sales surged for what became marketed as “45 more degrees of delicious.” Red Bull’s early consumer tests essentially pitched people an odd taste in a tiny can at a high price. Rational analysis predicted failure, but the brand reframed every liability as a feature. The small can meant concentrated power, and like some type of medicine, the strange flavor told your brain that the drink was working. Red Bull is a multi-billion-dollar icon built entirely on perception. Nothing changes but the story, and rejection becomes enthusiastic support. You might not like it, but that’s how our brains work. Public policy rhetoric is no different. “Keep out new families” sounds harsh and even embarrassing, but “defending neighborhood character” sounds noble. The underlying policy is identical in either case, but the narrative frame transforms how people feel about the policy. This framing advantage explains why housing shortages persist despite broad agreement that more supply is needed. NIMBY activists dominate the emotional, identity-based narrative. Pro-housing voices, by contrast, tend to default to terms that carry stigma or abstraction: “affordable housing,” “increased density,” and “upzoning.” These phrases describe policy accurately, but they don’t make anyone feel anything worth protecting. The asymmetry is stark when only one side in terms of values. New narratives Until urbanists find equally resonant frames, the better marketers will keep winning. People who want to see their community become stronger might consider narratives like these: Legalize the kind of community where young families can put down roots More neighbors means more local businesses, more sidewalk conversations, more community. Build communities where teachers and nurses can live near the people they serve. Restore the kind of walkable, connected neighborhoods people love. The facts don’t need to change, but the stories absolutely do. Reframing is perception magic. Understanding NIMBY success as marketing, not merely as grassroots sentiment, is the first step toward opening the doors to new homes in communities that so desperately need affordable places to live. The goal isn’t to out-argue opponents on policy details, it’s to out-story them. Until pro-housing advocates learn to speak in the same emotional register, they’ll keep bringing a spreadsheet to a storytelling fight. View the full article

The robots are coming—and they’ll need a good map to get around, whether they’re delivering our packages, driving us around, or doing any of the myriad of other tasks robotic helpers may perform for us in the future. “Without spatial intelligence, your robot really can’t do what you want it to do,” says John Hanke, the former CEO of Niantic Spatial who transitioned into the role of the company’s executive chairman a week ago. “Your Roomba is operating just in your house. But as we’re about to start operating at city scale, we need these big, large-scale, shared, accurate representations of the world.” This week, Niantic is taking the next step towards building that map: The company is launching its new Scaniverse platform, which aims to give companies and individuals the tools to capture the world with phones, 360-degree cameras and drones, and then fuse that data into a massive 3D map that allows robots to navigate the world around us with centimeter-level accuracy. It’s a very different approach from the way companies like Google have traditionally approached the problem, as Hanke knows firsthand from having led Google’s mapping efforts two decades ago. “The problem with the Google approach, having lived it, is: You send all the cars out, capture all the streets,” Hanke says. “Then a new road gets built. Everything changes. You’re always behind. Your data is always stale. It’s always old. And it’s very capital-intensive.” And while an outdated map may be annoying to people, it’s all but worthless to a robot. “You want it to be a living map, not some static reconstruction,” Hanke says. An app for enthusiasts becomes an enterprise platform Niantic came up with its bottoms-up, distributed approach to mapping when it was working on the popular mobile game Pokémon Go, and needed to turn real-life landmarks into virtual battlegrounds for its millions of players. When the company sold Pokémon Go a year ago and rebranded as Niantic Spatial, it doubled down on its 3D mapping efforts, striking deals with robotics companies and others to take advantage of its geospatial data. The company’s new Scaniverse platform is based on an app for 3D enthusiasts the company acquired five years ago. In its first iterations, the Scaniverse app primarily focused on letting people capture smaller objects in 3D. To do so, Scaniverse users would slowly move their phone camera around such an object, and then the app would turn the captured footage into a three-dimensional representation of it. Since the acquisition, Niantic expanded Scaniverse to also allow users to scan entire rooms—all while still processing all of the data locally on a user’s phone. Now, Niantic is taking the next step with the launch of cloud-based video processing and a dedicated Scaniverse website. Enterprise customers can use that website to upload footage from a variety of devices, including not just phones but also 360-degree cameras and drones, and then have that footage turned into a 3D model. Adding 360-degree camera support has been a game changer for the company. “Your camera sees what’s in front of you, what’s behind you, above you and below you,” says Niantic Spatial Senior Product Manager Azad Balabanian. “This is extremely important for being able to achieve very immersive-looking [scans].” Last month, Niantic let me scan a large square in front of San Francisco’s Ferry Building, where the company is located. Capturing this area was extremely easy: I simply carried a 360-degree camera on a selfie stick while casually walking a big loop—a process that took maybe five minutes. Once the footage got uploaded to Scaniverse, the platform automatically removed any trace of me, and then rendered the entire square in 3D: To turn the captured video footage into a 3D model, Scaniverse uses a technology known as Gaussian splatting. In essence, Gaussian splatting turns 2D images into a huge number of three-dimensional blobs that offer varying degrees of transparency, and can be viewed from all angles. Gaussian splatting has become one of the most promising ways to capture spaces in 3D. It is also being used by Meta to capture real-life rooms for virtual worlds. Niantic released its own VR viewing app for Scaniverse scans last year. Now, the company is focused on not only making its scans look good to humans, but also make sense to robots and AI algorithms. “Gaussian splatting can be very tricky,” Balabanian explains. “Things [may be] looking right, but not actually have real surfaces.” Oversimplified, a wall that’s painted white can look nearly indistinguishable from a wall of fog to a 3D scanning app. That’s why Niantic researchers developed a depth estimation model for the Scaniverse cloud processing platform that accurately captures hard surfaces a robot may crash into. “We can achieve lidar-level-quality depth without needing Lidar,” Balabanian says, referencing the laser sensors used by self-driving cars to safely navigate streets. 3D for construction companies, Hollywood and AI Some of the sectors that Niantic is targeting with its new Scaniverse platform include construction, logistics and utilities, all industries that handle large, complex sites. Having 3D models of these sites can help with planning and maintenance, but also enable the companies to eventually have robots navigate their warehouses and power plants. Building and training robots, and the AI models used to make them work, also requires a bunch of 3D data. “Robots need a lot of training data, and [companies] want to simulate things in training environments before they deploy them,” Balabanian says. “If you want to make sure your robot works really well in a real-life place, the best way you’re going to do that is to map the place yourself.” Even Hollywood can benefit from technologies like Gaussian splatting, and for instance scan film locations to plan shoots, and generate the kind of raw concept footage known among studio insiders as pre-visualization. But while Niantic Spatial is now expanding its offerings to the enterprise, it hasn’t forgotten about the hobbyists and enthusiasts that turned Scaniverse into an early 3D scanning success story. For now, the company is offering separate consumer and enterprise accounts for Scaniverse. Eventually, it wants to merge those two versions of the platform, and give enthusiasts and prosumers access to cloud-based processing as well. It’s a nod to Niantic’s roots in the consumer space—the same roots that led the company to bet on simple phone-based apps over an expensive fleet of camera-equipped cars to scan the world. “We developed quite a lot with very little, initially,” says Balabanian. “All the things [we] developed for consumer applications are now stepping stones for the enterprise.” View the full article

We may earn a commission from links on this page. While I'd never presume to speak for her, I suspect that Margaret Atwood would be perfectly happy to be a little less hot right now, if only it meant that her works of fiction, always prescient, weren't so alarmingly present. Written in 1985, The Handmaid's Tale feels closer than ever, and its 2019 sequel, The Testaments, now has a much-anticipated adaptation of its own. While Handmaid saw a generation of women coming to grips with an oppressive Christian nationalist regime consolidating its power, The Testaments finds a later generation of young women who've never known any different; for whom this is all perfectly normal. Which feels rather real. Stream The Handmaid's Tale and The Testaments on Hulu, and then check out these other fascist dystopias. Alias Grace (2017) It’s the other big Margaret Atwood novel adaptation (existing well in the shadow of the bigger, buzzier Handmaid’s Tale), but this miniseries is every bit as biting and well-crafted. It’s based on the true story of a poor Irish immigrant found guilty of a double homicide in 1843 under somewhat mysterious circumstances, and following a life of trauma. Years later, a psychiatrist comes to examine her and explores her past and the circumstances that might (just might) have driven a disenfranchised and powerless girl to murder. Stream Alias Grace on Netflix. Alias Grace (2017) at Netflix Learn More Learn More at Netflix Pluribus (2025 – ) In some ways, this is a bit of an anti-Handmaid's Tale, with Pluribus leaning toward dark comedy, but we remain in a fascist dystopia in this show from Breaking Bad's Vince Gilligan, albeit of a different variety. Rhea Seehorn plays Carol Sturka, a fantasy romance author and general grouch who becomes one of only 13 people on the planet immune to the "Joining," an alien virus that transforms the rest of humanity into a peaceful, perky, and perpetually content hive mind. Carol refuses to surrender her miserableness in the face of a loss of identity, fighting instead to restore humanity to its admittedly cruddy ways. Thrilling, heartbreaking, and oddly funny, the show manages to address big questions about what it means to be human, but also, more specifically, suggests that even women who don't quite have their shit together deserve freedom of thought and bodily autonomy. Stream Pluribus on Apple TV. Pluribus (2025 – ) at Apple TV Learn More Learn More at Apple TV 3% (2016 – 2020) It would be tempting to see this as a metaphor for the American dream but, of course, it’s a Brazilian show, and it’s not as though inequality was invented in the United States—we’re just particularly good at it. In 3%, the impoverished young Inlanders have one shot at success: completing “The Process,” a series of interviews, puzzles, and escape rooms designed to test their worthiness to join a futuristic offshore utopia. Most fail, and many don’t survive, leaving a success rate of ... 3%. This is very much Hunger Games territory in terms of its themes, but the show has a darker, more adult edge. Stream 3% on Netflix. 3% (2016 – 2020) at Netflix Learn More Learn More at Netflix Watchmen (2019) A standalone sequel to the groundbreaking Alan Moore, Dave Gibbons, and John Higgins graphic novel from the '80s (one that ignores the point-missing Zack Snyder movie), this series plays in the sandbox of that book (arguably the wellspring of all modern superhero deconstruction) while advancing its themes. In an alternate Tulsa, Oklahoma, in a world where super-powered vigilantes exist but have been outlawed, the series starts, dramatically, with a depiction of the real-life massacre and destruction of Tulsa's Black Wall Street by white residents in 1921. Regina King plays Angela Abar, a modern cop whose grandparents were killed during those attacks, an event that echoes throughout the series—it's a dystopia that doesn't look all that much different from our own, with masked police operating on the edges of the law, and overtly racist organizations that hold increasing political sway. Generational trauma is at issue here, and, like The Handmaid's Tale, it's a show that looks more depressingly prescient with each passing year. Stream Watchmen on HBO Max. Watchmen (2019) at HBO Max Learn More Learn More at HBO Max The Man in the High Castle (2015 – 2019) From a novel by Philip K. Dick (whose work has been the basis for Blade Runner, Total Recall, Minority Report, A Scanner Darkly, among many others), The Man in the High Castle takes place in an alternate history in which the Axis powers won World War II, and in which the United States is split down the middle; Japan governing the west and Germany the east. The title’s man in the high castle offers an alternate view, though, one in which the Allies actually won, with the potential to rally opposition to the Axis rulers. As the show progresses through its four seasons, the parallels to our increasingly Nazi-friendly world only grow. Stream The Man in the High Castle on Prime Video and Netflix. The Man in the High Castle at Prime Video Learn More Learn More at Prime Video Mrs. America (2020) Though fictionalized, Mrs. America dramatizes the ‘70s-era fight over the Equal Rights Amendment, the moment being, simultaneously, a high and low point in the hope for equity and autonomy. Cate Blanchett plays activist Phyllis Schlafly, who lead the fight against the (once) broadly popular proposed amendment, weaponizing the ERA by tying it to radical and pro-choice feminists, homosexuals, desegregationists, and other maligned groups. She was at the forefront of the broad conservative cultural shift that was very much in full swing when Atwood was writing Handmaid, and it’s not a bad time to take a close look at the people who made basic equality sound radical—a reminder that misogyny is not nearly only the province of white men. This is one hell of a supporting cast as well, including Rose Byrne, Uzo Aduba, and Elizabeth Banks. Stream Mrs. America on Hulu. Mrs. America (2020) at Hulu Learn More Learn More at Hulu Mask Girl (2023) Kim Mo-mi (Lee Han-byeol, initially), the Mask Girl of the title, is a uniquely complicated woman in this twisty-turny K-drama, one that borders on the experimental in its shifting-perspective format. Mo-mi always wanted to be a K-Pop idol, but it was always made clear to her that she's not nearly pretty enough for that kind of stardom. So, in order to fill that void, she's got a side hustle: On top of her boring office job, she puts on a blonde wig and a mask to perform as a camgirl for anonymous men. It's a means to express herself creatively and sexually with a level of control—until a mistake causes her to lose that control, a co-worker discovers her secret life, and desperation leads to murder. It's a thoroughly twisty thriller with a dark sense of humor, but one that never forgets that Mo-mi's increasingly disturbing actions are fueled by a culture that sees her as plain, and therefore as merely incidental. Stream Mask Girl on Netflix. Mask Girl (2023) at Netflix Learn More Learn More at Netflix Kindred (2022) Adapted from the essential 1979 novel by Atwood contemporary Octavia Butler, Kindred sees Dana James (Mallori Johnson) pulled back through time to antebellum plantation in Maryland. Having just moved to Los Angeles in 2016 (that year being no accident), Dana finds herself repeatedly transported even as her white neighbors are concerned about the new Black woman on the block. It's not nearly as effective as the book (which should be required reading), granted, but, like the book, it makes clear that the corrupting influence of American slavery has infected everything it has touched, then and now, and that Black women bear an even greater part of that burden. Stream Kindred on Hulu. Kindred (2022) at Hulu Learn More Learn More at Hulu Leila (2019) Plenty will seem familiar here: Adapted from the Prayaag Akbar novel, Leila finds Shalini (Huma Qureshi) living in a segregated India of the 2040s, one in which water and clean air have increasingly become luxuries. For all of that, Shalini and her family are doing better than most, until they're attacked for their interfaith marriage—husband Rizwaan is killed, their daughter is kidnapped, and Shalini is sent to a re-education center alongside other women who are seen as sinners or otherwise unclean. There's the possibility of taking what's referred to as a Purity Test, but not for women with "mixed blood" like Leila. It's a future where women are held to strict but shifting moral standards, dissent is ruthlessly put down, education that's not religious is dismissed, and the environment is increasingly precarious. Couldn't happen here, of course. Stream Leila on Netflix. Leila (2019) at Netflix Learn More Learn More at Netflix Shining Girls (2022) Handmaid's Tale lead Elisabeth Moss stars in this other sci-fi story from an acclaimed novel (in this case by Lauren Beukes). Moss plays Kirby Mazrachi, an archivist at the Chicago Sun-Times who was attacked and left for dead years ago. She still suffers from the trauma of the event, a legacy which becomes even more complicated when she finds reality shifting around her, and comes across a woman who was murdered, with wounds nearly identical to those that almost killed Kirby. She becomes determined to find the killer, even as the number of female victims grow. It's significant that she's an archivist and not a cop: Kirby isn't content to see these women as bodies, or as merely victims, but is determined that their stories are told. Best not to give to much more away here, except to say that there's a other significant clue in the title, referring as it does to women who stand out in a culture that doesn't always reward that kind of thing. Stream Shining Girls on Apple TV. Shining Girls (2022) at Apple TV Learn More Learn More at Apple TV View the full article

Google has begun placing sponsored ad units directly inside the Images tab of mobile search results — a new placement that eligible campaigns can access without any changes to existing keyword targeting. What’s happening. When a user navigates to the Images tab within Google Search on mobile, they may now see sponsored units appearing within the image grid. Each unit shows a full image creative as the primary visual alongside text, and is clearly labelled “Sponsored” — consistent with how Google labels ads elsewhere in search results. How it works. Eligible campaigns can serve into the Images tab without any changes to keyword targeting or campaign structure. The placement draws from existing image assets, meaning advertisers running Search or Performance Max campaigns with strong visual creative are best positioned to benefit. No separate image-only campaign setup is required. Why we care. This is a meaningful expansion of Google’s paid search real estate. For product-led and catalog-heavy advertisers, the Images tab is where purchase-intent discovery often starts — and now ads can appear right in that moment. If your campaigns already use strong image assets, you may be picking up incremental impressions without lifting a finger. The big picture. Early indications suggest this placement behaves more like a visual discovery surface than classic paid search. Expect high impression volume but lower click-through rates — more in line with display or Shopping than traditional text ads. That said, the assist value in multi-touch conversion paths could be significant, particularly for retail and direct-to-consumer brands. Treat it as upper-funnel reach, not a last-click channel. What to watch. Google has not made a formal announcement, and there is no dedicated reporting breakdown for Images tab placements yet. Monitor your impression share and segment data closely to understand whether this placement is contributing — and whether it’s eating into organic image visibility for competitors. First seen. The placement was spotted by Google Ads Expert – Matteo Braghetta, who shared seeing this update on LinkedIn. No official documentation has been published by Google at the time of writing. View the full article

UK National Cyber Security Centre warns that vulnerable routers will let attackers steal passwords and log-in details View the full article

Over 30% of outbound clicks go to just 10 domains, with Google alone taking more than 20%, according to a new Semrush study published today. ChatGPT also relies less on the live web, triggering search on 34.5% of queries, down from 46% in late 2024. The big picture. ChatGPT’s growth has plateaued, and its role in how users navigate the web is evolving unevenly. Referral traffic from ChatGPT grew 206%, comparing January 2025 to January 2026. The details. Most ChatGPT referral traffic still goes to a small set of sites, even as more sites receive some traffic. Google accounts for 21.6% of all ChatGPT referral traffic. The next nine domains bring the top 10 to just over 30% of referrals. Most other sites get a long tail of minimal traffic. The number of domains receiving referrals expanded, peaking at around 260,000 in 2025 before settling near 170,000. Why we care: Visibility in ChatGPT doesn’t translate evenly into traffic, and you’ll likely see marginal referral impact. The decline in search-triggered queries also limits your chances to earn citations and traffic. When ChatGPT searches. It defaults to pre-trained knowledge and uses web search in specific cases, including: User requests for sources. Questions about recent events. Situations where the model lacks confidence. Behavior shift: Most ChatGPT prompts still don’t resemble traditional search queries. Between 65% and 85% of prompts don’t match standard keywords, reflecting more complex, conversational inputs. Meanwhile, engagement is deepening. Queries per session jumped 50% in late 2025. About the data. Semrush analyzed more than 1 billion lines of U.S. clickstream data from October 2024 to February 2026 across a 200 million-user panel, tracking prompts, referral destinations, and search usage. The study. ChatGPT traffic analysis: Insights from 17 months of clickstream data View the full article

Downing Street reiterates that Iran conflict ‘isn’t our war’View the full article

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A term loan calculator is a useful tool that helps you estimate your monthly payments and total interest costs for a term loan. By entering details like the loan amount, interest rate, and repayment period, you can quickly generate payment estimates and see an amortization schedule. This tool is crucial for financial planning, as it allows you to compare different loan options and understand how additional payments can influence your overall costs. But how does it work in practice? Key Takeaways A term loan calculator estimates monthly payments, total interest, and repayment timelines for fixed-term loans. Users input loan amount, interest rate, and repayment period into the calculator for accurate calculations. It helps compare different loan structures and their financial impacts effectively. The calculator can generate an amortization schedule, detailing payment breakdowns over time. It aids in financial planning, allowing borrowers to understand total loan costs before committing. Understanding Term Loans A term loan is a fundamental financial tool that can help you meet specific funding needs. It’s a type of loan providing a fixed amount of money, which you repay over a predetermined period, usually with fixed monthly payments. The duration can range from one year to several years, and longer terms often mean lower monthly payments but higher total interest costs. Interest rates on term loans can be fixed or variable, affecting your overall repayment. To manage these loans effectively, you can use a term loan calculator. This tool helps you estimate your monthly payments and determine the total interest paid on a 25-year mortgage. How to Use a Term Loan Calculator Using a term loan calculator can simplify the process of comprehending your loan obligations and help you make informed financial decisions. To start, input the loan amount, interest rate, and repayment period into the loan payment calculator. This lets you see how to calculate loan payment effectively. You can likewise use a monthly payment calculator to visualize different scenarios, like comparing a 10-year term to a 20-year term. By using the amortization schedule formula, you can generate an amortization table calculator that outlines your payment breakdown over time. If you want to see how extra payments affect your total costs, utilize a loan calculator with extra payments feature. This enables you to calculate total interest paid and understand your financial commitment better. Key Variables in Loan Calculation When calculating loan payments, several key variables come into play that directly impact your financial commitments. The loan amount, which is the total funds borrowed, greatly influences your monthly payment. The interest rate, expressed as a percentage, determines the supplementary cost of borrowing and affects the total interest paid over the loan’s life. The repayment period, or loan term, can likewise impact your monthly payment; longer terms usually mean lower payments but higher total interest costs. In addition, loan fees, such as origination fees, may adjust the initial loan balance, so it’s important to factor these into your calculations. Comprehending whether you have a fixed interest rate or a variable interest rate is vital, as this affects how your payments may change over time based on market conditions. Benefits of Using a Term Loan Calculator Grasping the benefits of a term loan calculator can greatly improve your financial decision-making process. By using this tool, you can quickly estimate your monthly payments based on the loan amount, interest rate, and term. It helps you perceive the total loan cost, including principal and interest, enabling better budgeting. Here’s a summary of key benefits: Benefit Description Quick Estimates Get rapid estimates for your 80000 mortgage payment. Cost Awareness Learn how to calculate total interest paid. Scenario Comparison Compare different loan structures easily. Amortization Simplified Create an amortization schedule with clear breakdowns. Financial Planning Use tools like loan calculator excel for ideal choices. Utilizing an amortization calculator with extra payments excel can further clarify your payment schedule calculator loan, helping you make informed decisions regarding your finances. Real-World Examples of Loan Calculations Real-world examples of loan calculations illustrate how a term loan calculator can simplify your comprehension of monthly payments and overall loan costs. For instance, if you take a $50,000 loan over 10 years, you’d pay about $580.54 monthly, totaling $19,665.09 in interest. A $35,000 car loan with a 3-year term results in monthly payments of approximately $1,048.98, with total interest of $2,763.33. Using a loan amortization schedule calculator for a $10,000 debt consolidation loan over 3 years, you’d see monthly payments of $334.54 and $2,043.31 in total interest. Moreover, if you add an extra $100 to your $20,000 loan’s monthly payment, a loan calculator with extra payments excel shows you can cut total interest by $500 and pay off the loan a year earlier. These examples demonstrate how to calculate amortization expense clearly using an amortization schedule mortgage formula. Frequently Asked Questions How Do You Calculate a Term Loan? To calculate a term loan, start by gathering key details like the loan amount, interest rate, and loan term. You can use the formula for monthly payment: M = P × (r(1 + r)^n) / ((1 + r)^n – 1). Here, P is the principal, r is the monthly interest rate, and n is the total number of payments. Finally, determine the total interest by multiplying the monthly payment by the number of payments and subtracting the principal. What Does Term Mean on a Loan Calculator? The term on a loan calculator refers to the duration over which you’ll repay the loan. It’s typically expressed in months or years, greatly influencing both your monthly payments and total interest. Shorter terms usually mean higher monthly payments but less interest paid overall, whereas longer terms can lower your monthly costs, affecting your financial strategy. Comprehending this helps you make informed decisions about the loan’s impact on your budget and long-term financial health. How Does a Term Loan Work? A term loan provides you with a lump sum that you repay over a set period, usually one to ten years. You’ll make regular payments, which include both principal and interest, gradually reducing your balance. The interest rate can be fixed or variable, impacting your total borrowing cost. Typically, you can use these loans for large expenses like equipment purchases or business expansions, with options for both secured and unsecured loans available. Which Is Better, CC or Term Loan? When deciding between a credit card and a term loan, consider your financial needs. Term loans usually offer lower interest rates and fixed monthly payments, making them better for larger purchases. They provide a clear repayment schedule, reducing the risk of accumulating debt. Conversely, credit cards often have higher interest rates and variable payments, which can lead to unexpected costs. For significant expenses, a term loan is often the more cost-effective option. Conclusion In conclusion, a term loan calculator is an invaluable tool for anyone considering a loan. By comprehending how to input key variables like loan amount, interest rate, and repayment period, you can easily estimate monthly payments and total interest costs. This calculator not just aids in financial planning but additionally enables you to compare different loan options effectively. Using it can lead to more informed decisions, finally helping you manage your finances with greater confidence. Image via Google Gemini This article, "What Is a Term Loan Calculator?" was first published on Small Business Trends View the full article

A term loan calculator is a useful tool that helps you estimate your monthly payments and total interest costs for a term loan. By entering details like the loan amount, interest rate, and repayment period, you can quickly generate payment estimates and see an amortization schedule. This tool is crucial for financial planning, as it allows you to compare different loan options and understand how additional payments can influence your overall costs. But how does it work in practice? Key Takeaways A term loan calculator estimates monthly payments, total interest, and repayment timelines for fixed-term loans. Users input loan amount, interest rate, and repayment period into the calculator for accurate calculations. It helps compare different loan structures and their financial impacts effectively. The calculator can generate an amortization schedule, detailing payment breakdowns over time. It aids in financial planning, allowing borrowers to understand total loan costs before committing. Understanding Term Loans A term loan is a fundamental financial tool that can help you meet specific funding needs. It’s a type of loan providing a fixed amount of money, which you repay over a predetermined period, usually with fixed monthly payments. The duration can range from one year to several years, and longer terms often mean lower monthly payments but higher total interest costs. Interest rates on term loans can be fixed or variable, affecting your overall repayment. To manage these loans effectively, you can use a term loan calculator. This tool helps you estimate your monthly payments and determine the total interest paid on a 25-year mortgage. How to Use a Term Loan Calculator Using a term loan calculator can simplify the process of comprehending your loan obligations and help you make informed financial decisions. To start, input the loan amount, interest rate, and repayment period into the loan payment calculator. This lets you see how to calculate loan payment effectively. You can likewise use a monthly payment calculator to visualize different scenarios, like comparing a 10-year term to a 20-year term. By using the amortization schedule formula, you can generate an amortization table calculator that outlines your payment breakdown over time. If you want to see how extra payments affect your total costs, utilize a loan calculator with extra payments feature. This enables you to calculate total interest paid and understand your financial commitment better. Key Variables in Loan Calculation When calculating loan payments, several key variables come into play that directly impact your financial commitments. The loan amount, which is the total funds borrowed, greatly influences your monthly payment. The interest rate, expressed as a percentage, determines the supplementary cost of borrowing and affects the total interest paid over the loan’s life. The repayment period, or loan term, can likewise impact your monthly payment; longer terms usually mean lower payments but higher total interest costs. In addition, loan fees, such as origination fees, may adjust the initial loan balance, so it’s important to factor these into your calculations. Comprehending whether you have a fixed interest rate or a variable interest rate is vital, as this affects how your payments may change over time based on market conditions. Benefits of Using a Term Loan Calculator Grasping the benefits of a term loan calculator can greatly improve your financial decision-making process. By using this tool, you can quickly estimate your monthly payments based on the loan amount, interest rate, and term. It helps you perceive the total loan cost, including principal and interest, enabling better budgeting. Here’s a summary of key benefits: Benefit Description Quick Estimates Get rapid estimates for your 80000 mortgage payment. Cost Awareness Learn how to calculate total interest paid. Scenario Comparison Compare different loan structures easily. Amortization Simplified Create an amortization schedule with clear breakdowns. Financial Planning Use tools like loan calculator excel for ideal choices. Utilizing an amortization calculator with extra payments excel can further clarify your payment schedule calculator loan, helping you make informed decisions regarding your finances. Real-World Examples of Loan Calculations Real-world examples of loan calculations illustrate how a term loan calculator can simplify your comprehension of monthly payments and overall loan costs. For instance, if you take a $50,000 loan over 10 years, you’d pay about $580.54 monthly, totaling $19,665.09 in interest. A $35,000 car loan with a 3-year term results in monthly payments of approximately $1,048.98, with total interest of $2,763.33. Using a loan amortization schedule calculator for a $10,000 debt consolidation loan over 3 years, you’d see monthly payments of $334.54 and $2,043.31 in total interest. Moreover, if you add an extra $100 to your $20,000 loan’s monthly payment, a loan calculator with extra payments excel shows you can cut total interest by $500 and pay off the loan a year earlier. These examples demonstrate how to calculate amortization expense clearly using an amortization schedule mortgage formula. Frequently Asked Questions How Do You Calculate a Term Loan? To calculate a term loan, start by gathering key details like the loan amount, interest rate, and loan term. You can use the formula for monthly payment: M = P × (r(1 + r)^n) / ((1 + r)^n – 1). Here, P is the principal, r is the monthly interest rate, and n is the total number of payments. Finally, determine the total interest by multiplying the monthly payment by the number of payments and subtracting the principal. What Does Term Mean on a Loan Calculator? The term on a loan calculator refers to the duration over which you’ll repay the loan. It’s typically expressed in months or years, greatly influencing both your monthly payments and total interest. Shorter terms usually mean higher monthly payments but less interest paid overall, whereas longer terms can lower your monthly costs, affecting your financial strategy. Comprehending this helps you make informed decisions about the loan’s impact on your budget and long-term financial health. How Does a Term Loan Work? A term loan provides you with a lump sum that you repay over a set period, usually one to ten years. You’ll make regular payments, which include both principal and interest, gradually reducing your balance. The interest rate can be fixed or variable, impacting your total borrowing cost. Typically, you can use these loans for large expenses like equipment purchases or business expansions, with options for both secured and unsecured loans available. Which Is Better, CC or Term Loan? When deciding between a credit card and a term loan, consider your financial needs. Term loans usually offer lower interest rates and fixed monthly payments, making them better for larger purchases. They provide a clear repayment schedule, reducing the risk of accumulating debt. Conversely, credit cards often have higher interest rates and variable payments, which can lead to unexpected costs. For significant expenses, a term loan is often the more cost-effective option. Conclusion In conclusion, a term loan calculator is an invaluable tool for anyone considering a loan. By comprehending how to input key variables like loan amount, interest rate, and repayment period, you can easily estimate monthly payments and total interest costs. This calculator not just aids in financial planning but additionally enables you to compare different loan options effectively. Using it can lead to more informed decisions, finally helping you manage your finances with greater confidence. Image via Google Gemini This article, "What Is a Term Loan Calculator?" was first published on Small Business Trends View the full article

We may earn a commission from links on this page. Deal pricing and availability subject to change after time of publication. The JBL Xtreme 3 might not be the brand’s newest release, but it remains one of the most reliable portable outdoor speakers on the market with heavy bass and powerful sound, a rugged build designed to withstand the elements, and the ability to link with other JBL speakers for an even more epic listening experience. And right now, the JBL Xtreme 3 speaker is down 39% on Amazon at 199.98 (originally $329.95). JBL Xtreme 3 Speaker $199.98 at Amazon $329.95 Save $129.97 Get Deal Get Deal $199.98 at Amazon $329.95 Save $129.97 Available in three colors, the Xtreme 3 weighs 4.4 lbs and comes with built-in handles and a removable strap to make it even more portable and prevent it from sliding around on your shoulder. Its IP67 rating means it can be submerged in up to one meter of water for 30 minutes, making it safe for poolside hangs and beach days, or rinsing off after dusty adventures. Controls sit on the top and house all the usual functions like power, Bluetooth pairing, volume, and pause/play, as well as PartyBoost, which lets you connect them to other compatible speakers. The companion app is fairly minimal, offering firmware updates and basic audio feedback controls, but no adjustable EQ, which is the one downside at this price point (though the $130 discount does sweeten the deal); it also lacks a speakerphone function. Battery life lasts up to 15 hours, depending on volume level, and the Xtreme 3 supports AAC and SBC codecs. With 4 drivers and dual passive radiators, the audio quality on this speaker is impressive. According to PCMag, which gives it an Editors' Choice award, it has “powerful low-frequency depth,” while DSP prevents distortion, even if it comes at the cost of slightly tempered bass. If you’re looking for a tough, waterproof speaker that’ll last through your adventures and deliver loud, bass-heavy audio both indoors and outdoors, the JBL Xtreme 3 is a solid choice made even more appealing at a 39% discount just in time for warmer weather. Our Best Editor-Vetted Tech Deals Right Now Apple AirPods Pro 3 Noise Cancelling Heart Rate Wireless Earbuds — $224.00 (List Price $249.00) Apple iPad 11" 128GB A16 WiFi Tablet (Blue, 2025) — $299.99 (List Price $349.00) Samsung Galaxy Tab A11+ 128GB Wi-Fi 11" Tablet (Gray) — $209.99 (List Price $249.99) Apple Watch Series 11 (GPS, 42mm, S/M Black Sport Band) — $329.00 (List Price $399.00) Sony WH-1000XM5 — $248.00 (List Price $399.99) Deals are selected by our commerce team View the full article

A reader writes: We recently hired a nursing mother with the understanding that she would be taking time to pump three times a day for about a year. She is being paid for the time used to pump. She was provided a comfortable private space in which to do so and she logs the time as “general overhead” on her timesheets (unbillable); it comes to about 90 minutes per day. We’re just now, a few months in, realizing how quickly this time adds up – in the last billing period (five weeks) it was nearly 40 hours! Is there a tactful, legal way to ask her to make up some of this time (50%?) so that we get more billable hours from her? Ou company is pro-family, but having done the math this comes out to about 10 full work weeks per year in paid pumping time, time that we cannot bill to our clients. I answer this question — and two others — over at Inc. today, where I’m revisiting letters that have been buried in the archives here from years ago (and sometimes updating/expanding my answers to them). You can read it here. Other questions I’m answering there today include: I’m not included in meetings about my team’s work Can I borrow language from other job descriptions? The post our breast-feeding employee is spending too much time pumping appeared first on Ask a Manager. View the full article

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Scheduling may seem like a simple administrative task, but for many small businesses, it plays a much bigger role in the customer journey than owners realize. When booking a meeting is slow, confusing, or dependent on back-and-forth emails, it can create friction at the exact moment a prospect is ready to take the next step. Recent survey data from Zoho highlights just how common those challenges still are. In the U.S., many small and medium-sized businesses continue to rely on email and phone calls to schedule appointments, even as manual processes contribute to delays, no-shows, double bookings, and lost time. At the same time, the data suggests that scheduling software can do more than improve efficiency. It can also strengthen customer experience and support sales growth. To dig deeper into what the numbers mean for small business owners, Small Business Trends spoke with Bharath Kumar, Head of Marketing and Customer Experience for Zoho Bookings. In the conversation below, Kumar explains why scheduling should be treated as a business-critical function, why manual methods still dominate, and how small businesses can think differently about the hidden costs of booking appointments. Below is the full interview transcript. Leland McFarland All right. I am here with Bharath Kumar, the head of marketing and customer experience for Zoho Booking. And recently Zoho has released a survey that goes over appointments and scheduling trends and challenges among small and medium businesses in the United States and also worldwide. But we’re going to focus on the data here in the US. Well, thank you, Bharath, for coming on. Bharath Kumar My pleasure, Leland. Thank you for the opportunity. Leland McFarland All right, so in the US report, 72.83% of SMBs say that scheduling meetings daily or weekly, or say that they schedule meetings weekly or daily. Does this number tell you appointment booking is no longer a back office task, but a core business flow that directly affects how SMBs operate? Bharath Kumar Definitely yes, we also look at it as it’s the final step in the conversion like for example If I take a very colloquial purchase process I figure out that I need shoes I do a lot of research and then I figure out what one I need to buy and I visit the store I’m about to get the shoes and I’m showing my card and it says card declined right the same thing like I am nurturing a lead I’m showing the right set of content I’m generating the interest the lead is now ready to purchase or want to have a conversation with me they come to me and at that time like back and forth on email saying okay can we talk today can we talk tomorrow can we have this in the morning evening you missed the opportunity so it is a business critical function because it converts that the final step like when someone is ready to purchase ready to become your customer you’re using bookings as an opportunity to make the deal happen so hence it is a definite business critical function Leland McFarland Mm-hmm. Leland McFarland Alright, perfect. The US data also shows that 72.83 % still rely on email and 57.09 % still rely on phone calls for scheduling. While only 34.65 % use dedicated scheduling software, why do you think the manual channels are still dominating when the friction seems so obvious? Bharath Kumar A couple of reasons predominantly one is the the perceived convenience and ease of use. For example, when I am opening a scheduling link, that means the control is in the customer’s hand. Like I don’t decide when to meet. I’m just being an open book and say, hey, I am available during these times, let’s say 12 hours into five days a week, et cetera. And then I let the customer choose. So while if I am doing a proposal saying, hey, can we talk tomorrow at 5 p.m., then the control is predominantly with me. So that convenience, perceived convenience, Leland McFarland Hmm. Bharath Kumar because actually if you put customer at the center of your transactions, then it is actually not a good thing. But when I am assuming that I am in control of when I am gonna go for this meeting, then the perceived convenience is one important thing. People don’t realize that they give the control in customers’ hands, so that is one important thing. Second aspect is cost. I think awareness of cost. People assume one, the software cost is one, obvious, yes. But…the sum cost of missing appointments, the sum cost of losing a transaction over a back and forth email. I think people are not putting an opportunity cost to that. That’s the right word. So I think because of those two reasons. Leland McFarland In the US, 46.1 % say back and forth scheduling is their biggest challenge. What does that tell you about how much time small businesses are losing before a meeting even gets on the calendar? Bharath Kumar Definitely yes. One is like you rightly said a meeting on the calendar and also other aspects like let’s say collecting payments, triggering other follow-up emails etc. So all of those things can be eliminated if there is a proper scheduling process that happens. Like I said, we shouldn’t look at scheduling as a simple final task that is just fixing a meeting. It is much more than that. Like I touched upon earlier, in the complete purchase process, this is the final step that actually converts a lead to a deal. The person is interested, he or she wants to talk to you, do not miss out on that opportunity. So that final step where that conversation is established and the person actually commits saying, OK, I am going to spend the next 30 minutes talking to you to understand your service or a product and hence may look at a purchase process later. I think that final conversion is happening so hence this is much much important. Leland McFarland So just to go a little off of the script a little bit, do you think that there might be a little bit of an element of impersonalization, like when it comes to using booking software, and maybe that’s why people are resistant a little bit. So you’re doing an email back and forth trying to sell, and then all of a sudden you’re pushing a link to say, hey, go and book a software instead of just saying, hey, I want to work with you to find a good time. Do think there might be a little bit of an element there? Bharath Kumar Definitely yes, definitely yes because I’ve I’ve also heard very rarely like a one two percent conversation where some people mention this point that by putting a booking link. I am putting the onus on the customer, instead of me initiating on me owning the closure saying when are you available? Can we talk today tomorrow? Instead I’m just giving a link. It feels like okay till now you were there with me over an email conversation then now suddenly I’m being transferred to a tool and I am as a customer I need to figure out when to talk and all that. Is there a bit of impersonalization is a very nice word. If I have to be very crude is there a bit of a disrespect in like okay the onus is now on you we have had this email conversation. Here is a link you figure out a time to talk to me. But I think it’s a culture thing maybe the initial friction but once someone uses especially some of the tools like Zoho Bookings when the personalization happens at the booking interface itself in terms of the brand look and feel, RAA capabilities ensure that the conversation that you had on an email or the website that you browsed and then the bookings page that you go all feel in sync, some of the efforts that we take to ensure that that impersonal effect is not felt it feels like okay I was talking to Leland and all along and then here is a personal page of him which makes it easy for me to continue the conversation to get on a call so how the tool and how the user manages that I think that is very important if you just say hey here is a link book an appointment when you have time yes it will come across a little rude but if you can put it as I leave it to you I am available all the time anytime that you are available please feel free to book a time here the user will feel empowered. Leland McFarland All right, great. So the US report showed 34.65 % cite no shows and 31.89 % cite double bookings as a major problem. When you look at those numbers, do you see reminders and calendar syncing as a convenient feature or as a revenue protection tool? Bharath Kumar No, it is definitely an important revenue, augmenting revenue generation tool. Very frankly, when we get into sales conversations, when prospects evaluate us, these are some capabilities that they are very curious about in terms of these calendar syncing and reminders. They explicitly ask us questions on how good is your tool in terms of these aspects? How good does your tool sync with other calendar options and all that? Because that is a definite…revenue support, revenue generation tool in the whole scheme of things. Leland McFarland Perfect. All right. So the US finding suggests that many businesses are spending far too long just to lock in one meeting. How should small business owners think about the hidden labor costs of scheduling when what looks like a quick task is actually repeated over and over and over all week long? Bharath Kumar This is a very, very nice question, Leland. I would answer it a little philosophically, in the sense that not just a scheduling software, a booking software, what is the purpose of any software? It is actually giving you time. It can be any tool like can be a CRM, could be an accounting solution any tool that you use if can you not do it manually? Yes, what will happen you will have errors you will take a lot more time you may take 5x 10x more time than what you would do with the so, any software for that matter is actually reducing your possibility of errors giving you more time in hand to do much more value added work. You should look at scheduling also like that. I have had the conversation and at the last minute if I am going to go back and forth on an email waiting for someone else to reply and if you are operating across different time zones maybe your morning could be someone else’s afternoon or evening then all that overlap your mail may be sitting in the in their mailbox when they wake up the next day morning and all that right. So to avoid all of these the last step instead of making that mistake the simple and the easiest thing to do is to look at a software including a scheduling software as a tool that saves you time that saves you, avoids you from, stops you from wasting time then naturally I think this adoption will happen. Bharath Kumar It’s not the features, it’s not the capabilities, it’s actually the benefit to the business I think that should be put at the front. Leland McFarland All right. In the US report, 56.82 % say scheduling software improves customer experience. Why do you think customer service came out even more strongly than some purely operational benefits? Bharath Kumar I mean that is very obvious to us also because at the end of the day these tools put the customers need at the front and center based on the severity, based on the criticality, when the customer wants to talk, how important, how critical it is for the customer to have this conversation. it naturally sort of makes the culture feel like an open book. I am an organization, I am engaging with you for some let’s say a sales process, you are evaluating my tool and when I am putting it out and open saying I am available for so many hours, so many days of a week, some companies say 24, 14 hours into 6 days, 12 hours into 5 days etc. So that sort of sends that signal to the customer that whenever you want you can always reach out to me, not just today, this is a permanent link that I am going to use in future if you have something also you can always stay in touch with me anytime that you want you don’t even have to check with me the link is going to available if you see I’m not available at 2 p.m. if I’m available at 3 p.m. go ahead and block the time I will always be available for you I think that culture signal happens that we are open and we are always available for you when you need. I think that is the biggest. And then when you bring the group dynamics, if it is one person, you and I having a conversation is one thing. Let’s say I represent a department, I represent the solutioning department. And when I give you a link of the whole solutioning department, that gives you even more confidence that if not for Bharat, if there is an Ila, if there is a Kumar, someone else is going to be available and they will ensure my needs are taken care of, that gives a lot of confidence to customers. That’s why customer service is the most important aspect that is being serviced by these scheduling solutions. Leland McFarland I know I’ve had that happen to where I’ve given a customer my meeting schedule link and you know just later down the road all of sudden it came up like they scheduled a meeting with me. I’ve also had it the opposite where someone I had no idea I’ve never talked to in my life all of a sudden schedule a meeting so Bharath Kumar Yeah. Leland McFarland And that one wasn’t necessarily a good meeting. They were trying to sell me something more so than the opposite way. Bharath Kumar Okay, okay. Leland McFarland So yeah, it can be very beneficial. I agree. Bharath Kumar Definitely, definitely. Leland McFarland All right, the US report shows that 31.82 % say scheduling software improves sales and revenue. Why do you think something as simple as making booking easier can make it can end up affecting growth that directly? Bharath Kumar Exactly, I think The most important aspect that is not gatekeeping your availability by clearly saying that here is the different, I’m available for so many hours across so many days, making it convenient for the user to decide when they want to have the conversation. And most importantly, how you use a scheduling link also. For example, not just over an email, it can even be at a website. Someone is browsing through your website, reads, let’s say a white paper or like a product capability document and is very interested. Then you ask, them to fill a form, collect that information, then you trigger an automated email saying, okay, these are the different times you whenever you want to talk, let’s talk instead. Just imagine at the website interface itself, there is a scheduling that is available. So it closes the thread faster. When, when the, when the iron is hot, you strike the same thing happens. The customer or the prospect has read through what you have to offer. He or she is very interested in evaluating this further, maybe having a demo conversation before the purchase happens instead of making them wait or instead of going through back and forth on an email at the website itself let’s say if you’re if you’re showing a link for Someone to schedule a meeting with you the next day then there is a commitment that happens the prospect is like okay I’ve read through whatever I want now. Let me spend the next one hour. Maybe tomorrow I’ll spend a one hour with them to understand this further That’s the second level of maturity in the purchase process and it’s a clear indication that When someone books a meeting and shows the probability of them purchasing is 50 times more than what happens without a bookings meeting. those are indications that the prospect is willing to go to the next step if your product offers what you committed on the website or like in other communication. Then naturally the conversion is higher and naturally it gravitates to higher sales and revenue opportunities. Leland McFarland It’s good to know. right, Zoho Bookings talks about letting customers self-schedule through a branded booking page. You covered that a little bit earlier. When more than seven out of ten US SMBs are still using email to book meetings, do you think many owners still underestimate how much the booking experience shapes the customer’s first impression? Bharath Kumar 100 % I think what we have learnt over time is leave the vendor it could be Zoho it could be some other vendor also but what we have learnt over time is the aha moment happens after you use a scheduling solution like if you’re always used to emails, if you’re always used to this back and forth and maybe you don’t realize there is a better way to do it, you may still continue doing it. But once you use a booking solution, the churn rates in our solutions are very, very minimal because…you either have to worst case go to some other competitor for some reason or you will have to use a booking solution forever because that experience transforms how you see your overall the sales purchase process in completion. What we have learned over time is that initial exposure using a scheduling link and then having those conversations with customer once you get used to it Then naturally the adoption will continue then you will stick to that as your standard operating procedure forever So that’s the benefit. I think that’s what small and medium businesses also Will learn so typically what happens it is not even a scheduling problem if you if you step back and really look at what happens in our space in a lot of small medium the focus is on the core business right like I am I am a small organization I am trying to do something let’s say I’m trying to sell a product I’m trying to make a living I’m trying to excel by doing a certain business Bharath Kumar All my focus is on that, on the core operations, on let’s say the core making of whatever is the produce that I have and then taking it to the market. So software typically takes a backseat. Typically what happens is I have an idea, I come up with a prototype, I do something and then I launch, I find customers. At some point I feel like I’m getting stuck, I’m not able to scale, I’m not having the visibility, I’m not able to manage my pipeline, I’m not able to manage my leads. Then I start to think of where do I use my software and then gradually you use different solutions. Leland McFarland Mm-hmm. Bharath Kumar and in that order a scheduling booking solution also will come. I think that is something that we need to relook at. When you buy a solution is different but that clarity when you start that okay for me to scale I would need a different set of software solutions including a CRM, including a bookings. If that becomes a part of a small medium businesses thought process itself when they start to grow I think that will add a lot of value to how they scale and how they grow faster. Leland McFarland All right. So even with these benefits that we’ve been talking about, all these benefits, only 34.65 % of US SMPs are using dedicated scheduling software. Is the biggest barrier here awareness, habit, set up friction, or the fact that many businesses still do not realize how expensive manually booking appointments really is? Bharath Kumar Yeah, it is predominantly awareness because let’s say an email solution when you start a business when you want to engage with customers you will need an email solution it’s not an optional thing you need an email provider you need an email ID for you to interact with someone at some point a website becomes a mandate it’s not like you whatever be your industry, whatever work you doing for an identity, you will definitely need a site, a simple site at least. A tool like bookings or scheduling software is not in that league. Until a point where you miss appointments where you are missing out on customers when the problem happens It is not it is definitely a must-have but from a business point of view It just feels like a good to have and not a must-have unless they go through a problem experience. So I think that awareness that that maturity and okay this helps my life makes my life better. So that happens at different stages for different organizations. So that is one reason definitely providers us like us also have some responsibility in ensuring that the adoption can happen faster in the sense that like like a test upon like our AI capabilities now ensuring that the look and feel the ease of creating a booking space that looking very similar to your overall branding and messaging guidelines and all that those are things that we are also investing on but as providers as service providers as software providers if we also are very conscious in ensuring that the adoption is at the focus naturally I think it will make it easy for the user also to expand like I want to try for let’s say two three of my team first then I feel this is good enough then I can scale it across my department then I can scale it across my organization that definitely happens over time. Leland McFarland Perfect. So yeah, that first part that you’ve talked about, I totally get, know, don’t, people don’t want to deal with it until something’s broken, until it becomes a kind of, you know, a fire that needs to be put out. All right. So U.S. users say that they want AI capabilities added, 40.91%. More integrations at 37.77 % and better customer support at 37.5%. What do these numbers, what do these three numbers tell you about SMBs, what SMBs think? Currently, scheduling tools are still missing. Bharath Kumar We touched upon the AI capabilities. I think yes, using AI not just because there has to be some AI force fit into the system, that’s not what providers should do, but genuinely seeing how it can add value to the overall user experience, which I think a lot of us are doing now. Very interesting aspect that you mentioned is the integration part. How seamlessly these tools connect with other aspects or other tools in your ecosystem like calendar, like a video booking solution to your chat interface. How easy it is for you to just at a click of a button connect your bookings solution to different search entities, to your CRM, maybe to your accounting solution to cross check some of these insights. Because…you are introducing this tool to eliminate the manual work of email back and forth but if this tool brings a set of manual work for you to consolidate, do a separate analytics, take dashboard or data from this bookings tool and then go map it again something else and manually figure out how many of your bookings actually converted as customers, how many of your bookings actually gave good revenue or what is the percentage of revenue that came through customers who came through booking channel and all that all of that should be seamless. It should happen at a click of a button and not like you download data, import somewhere else and do some analysis, paralysis in some other place, then literally what you’re doing is eliminating email manual work and introducing some integration manual work. So that is one thing that because maybe we are a part of Zoho which operates with this integration, privacy, security and user focus. These are some of the fundamental tenets of how we operate. Also because we have 55 plus applications and naturally it is in our tendency to ensure that Zoho CRM connects easily with the Zoho bookings and so on. So we see a lot of benefit in that. The integration component that you mentioned in addition to AI, AI is one aspect of making the whole user experience, user journey seamless and faster. But integration is much, much more powerful, especially for a space like scheduling. Only then a user will actually get a benefit of introducing a tool like this and not get into a new set of manual work replacing the old email manual work. Leland McFarland So could you see that with the possibility of like integrating into multiple aspects, could that actually be kind of a little bit of a deterrent, like information overload a little bit? it’s like, well, I just wanted something that booked. Yeah. But now I’m going to get like reports and I’m going to, it’s going to go all in on to CRM. Do I have to manage that? Do you think that that could be a little bit of a barrier? Bharath Kumar Honestly, no. Primarily why is that is because initially what is the problem you are trying to solve. I am sending emails to my 10 prospects. And I’m getting confused on when I am available when they are available and in the process I’m missing out three prospects only seven are actually having a conversation with me that problem is easily solved or that’s the straightforward benefit you get from a bookings like tool where you are ensuring that anybody who is ready to have a conversation with you will have a conversation with you your availability or Email when you send an email when this user sees the email those things are not going to impact this whole process So that is taken care of. The second level of maturity is what I talked about. Okay, I solved that problem, but then how do I get maximum benefit out of investing in a system like this is when the system connects to multiple other solutions in your ecosystem. If you are someone who feels like as long as I am able to meet 10 out of 10 customers and I’m not worried about from this 10 how many became, how many prospects became customer, what is the dollar value revenue that I made from those. If those are the insights that I’m not very particular about, it’s optional for or you don’t have to worry or you don’t have to get into those. Leland McFarland Well, that sounds great. Thank you for coming on with me and I appreciate you putting up with all my questions. Leland McFarland Thank you. The interview makes one point especially clear: scheduling is not just about finding an open time slot. For small businesses, it can shape first impressions, influence customer confidence, and determine whether a sales conversation happens at all. Kumar’s comments also highlight a challenge many owners will recognize. Businesses often keep using manual systems until missed appointments, wasted time, or stalled growth force them to look for a better option. That helps explain why dedicated scheduling tools are still underused, even when the benefits appear obvious once a business adopts them. For small business owners, the takeaway is straightforward. If appointment booking still depends heavily on email chains, phone calls, or manual calendar management, it may be worth looking at the process more closely. What feels like a minor operational task can carry real costs in time, customer experience, and revenue opportunities. As more SMBs look for ways to operate efficiently without losing the personal touch, scheduling may become one of those foundational systems that matters more than it first appears. If you’d like, I can also turn this into a more polished intro/outro pair that matches your usual Small Business Trends editorial style more closely. This article, "Interview with Bharath Kumar | Head of Marketing and Customer Experience for Zoho Bookings" was first published on Small Business Trends View the full article

Scheduling may seem like a simple administrative task, but for many small businesses, it plays a much bigger role in the customer journey than owners realize. When booking a meeting is slow, confusing, or dependent on back-and-forth emails, it can create friction at the exact moment a prospect is ready to take the next step. Recent survey data from Zoho highlights just how common those challenges still are. In the U.S., many small and medium-sized businesses continue to rely on email and phone calls to schedule appointments, even as manual processes contribute to delays, no-shows, double bookings, and lost time. At the same time, the data suggests that scheduling software can do more than improve efficiency. It can also strengthen customer experience and support sales growth. To dig deeper into what the numbers mean for small business owners, Small Business Trends spoke with Bharath Kumar, Head of Marketing and Customer Experience for Zoho Bookings. In the conversation below, Kumar explains why scheduling should be treated as a business-critical function, why manual methods still dominate, and how small businesses can think differently about the hidden costs of booking appointments. Below is the full interview transcript. Leland McFarland All right. I am here with Bharath Kumar, the head of marketing and customer experience for Zoho Booking. And recently Zoho has released a survey that goes over appointments and scheduling trends and challenges among small and medium businesses in the United States and also worldwide. But we’re going to focus on the data here in the US. Well, thank you, Bharath, for coming on. Bharath Kumar My pleasure, Leland. Thank you for the opportunity. Leland McFarland All right, so in the US report, 72.83 % of SMBs say that scheduling meetings daily or weekly, or say that they schedule meetings weekly or daily. Does this number tell you appointment booking is no longer a back office task, but a core business flow that directly affects how SMBs operate? Bharath Kumar Definitely yes, we also look at it as it’s the final step in the conversion like for example If I take a very colloquial Purchase process I figure out that I need shoes I do a lot of research and then I figure out what one I need to buy and I visit the store I’m about to get the shoes and I’m showing my card and it says card declined right the same thing like I am nurturing a lead I’m showing the right set of content I’m generating the interest the lead is now ready to purchase or want to have a conversation with me they come to me and at that time like back and forth on email saying okay can we talk today can we talk tomorrow can we have this in the morning evening you missed the opportunity so it is a business critical function because it converts that the final step like when someone is ready to purchase ready to become your customer you’re using bookings as an opportunity to make the deal happen so hence it is a definite business critical function Leland McFarland Mm-hmm. Leland McFarland Alright, perfect. The US data also shows that 72.83 % still rely on email and 57.09 % still rely on phone calls for scheduling. While only 34.65 % use dedicated scheduling software, why do you think the manual channels are still dominating when the friction seems so obvious? Bharath Kumar couple of reasons predominantly one is the the perceived convenience and ease of use. For example, when I am opening a scheduling link, that means the control is in the customer’s hand. Like I don’t decide when to meet. I’m just being an open book and say, hey, I am available during these times, let’s say 12 hours into five days a week, et cetera. And then I let the customer choose. So while if I am doing a proposal saying, hey, can we talk tomorrow at 5 p.m., then the control is predominantly with me. So that convenience, perceived convenience, Leland McFarland Hmm. Bharath Kumar because actually if you put customer at the center of your transactions, then it is actually not a good thing. But when I am assuming that I am in control of when I am gonna go for this meeting, then the perceived convenience is one important thing. People don’t realize that they give the control in customers’ hands, so that is one important thing. Second aspect is cost. think awareness of cost. assume one, the software cost is one, obvious, yes. But… the sunk cost of missing appointments, the sunk cost of losing a transaction over a back and forth email. I think people are not putting an opportunity cost to that. That’s the right word. So I think because of those two reasons. Leland McFarland In the US, 46.1 % say back and forth scheduling is their biggest challenge. What does that tell you about how much time small businesses are losing before a meeting even gets on the calendar? Bharath Kumar Definitely yes. One is like you rightly said a meeting on the calendar and also other aspects like let’s say collecting payments, triggering other follow-up emails etc. So all of those things can be eliminated if there is a proper scheduling process that happens. Like I said We shouldn’t look at scheduling as a simple final task that is just fixing a meeting. It is much more than that. Like I touched upon earlier, in the complete purchase process, this is the final step that actually converts a lead to a deal. The person is interested, he or she wants to talk to you, do not miss out on that opportunity. So that final step where that conversation is established and the person actually commits saying, OK, I am going to spend the next 30 minutes. talking to you to understand your service or a product and hence may look at a purchase process later. I think that final conversion is happening so hence this is much much important. Leland McFarland So just to go a little off of the script a little bit, do you think that there might be a little bit of an element of impersonalization, like when it comes to using booking software, and maybe that’s why people are resistant a little bit. So you’re doing an email back and forth trying to sell, and then all of a sudden you’re pushing a link to say, hey, go and book a software instead of just saying, hey, I want to work with you to find a good time. Do think there might be a little bit of an element there? Bharath Kumar Definitely yes, definitely yes because I’ve I’ve also heard very rarely like a one two percent conversation where some people Mention this point that by putting a booking link. I am putting the owners on the customer Leland McFarland Mm-hmm. Bharath Kumar Instead of me initiating on me owning the closure saying when are you available? Can we talk today tomorrow? Instead I’m just giving a link. It feels like okay till now you were there with me over an email conversation then now suddenly I’m being transferred to a tool and I am as a customer I need to figure out when to talk and all that. Is there a bit of impersonalization is a very nice word. If I have to be very crude is there a bit of a disrespect in like okay the onus is now on you we have had this email conversation. Here is a link you figure out a time to talk to me. But I think It’s a culture thing maybe the initial friction but once someone uses especially some of the tools like Zoho bookings when the personalization happens at the booking interface itself in terms of the brand look and feel, RAA capabilities ensure that the conversation that you had on an email or the website that you browsed and then the bookings page that you go all feel in sync some of the efforts that we take to ensure that that impersonal effect is not felt it feels like okay I was talking to Leila and all along and then here is a personal page of him which makes it easy for me to continue the conversation to get on a call so how the tool and how the user manages that I think that is very important if you just say hey here is a link book an appointment when you have time yes it will come across a little rude but if you can put it as I leave it to you I am available all the time anytime that you are available please feel free to book a time here the user will feel empowered Leland McFarland Mm-hmm. Leland McFarland All right, great. So the US report showed 34.65 % cite no shows and 31.89 % cite double bookings as a major problem. When you look at those numbers, do you see reminders and calendar syncing as a convenient feature or as a revenue protection tool? Bharath Kumar No, it is definitely an important revenue, augmenting revenue generation tool. Very frankly, when we get into sales conversations, when prospects evaluate us, these are some capabilities that they are very curious about in terms of these calendar syncing and reminders. They explicitly ask us questions on how good is your tool in terms of these aspects? How good does your tool sync with other calendar options and all that? Because that is a definite… revenue support, revenue generation tool in the whole scheme of things. Leland McFarland Perfect. All right. So the US finding suggests that many businesses are spending far too long just to lock in one meeting. How should small business owners think about the hidden labor costs of scheduling when what looks like a quick task is actually repeated over and over and over all week long? Bharath Kumar This is a very, very nice question, Leland. I would answer it a little philosophically, in the sense that not just a scheduling software, a booking software, what is the purpose of any software? It is actually giving you time. Leland McFarland Mm-hmm. Bharath Kumar It can be any tool like can be a CRM, could be an accounting solution any tool that you use if can you not do it manually? Yes, what will happen you will have errors you will take a lot more time you may take 5x 10x more time than what you would do with the so Any software for that matter is actually reducing your possibility of errors giving you more time in hand to do much more value added work. You should look at scheduling also like that. I have had the conversation and at the last minute if I am going to go back and forth on an email waiting for someone else to reply and if you are operating across different time zones maybe your morning could be someone else’s afternoon or evening then all that overlap your mail may be sitting in the in their mailbox when they wake up the next day morning and all that right. So to avoid all of these the last step instead of making that mistake the simple and the easiest thing to do is to look at a software including a scheduling software as a tool that saves you time that saves you avoids you from stops you from wasting time then naturally I think this adoption will happen. Leland McFarland you Leland McFarland All right, perfect. Bharath Kumar It’s not the features, it’s not the capabilities, it’s actually the benefit to the business I think that should be put at the front. Leland McFarland All right. In the US report, 56.82 % say scheduling software improves customer experience. Why do you think customer service came out even more strongly than some purely operational benefits? Bharath Kumar I mean that is very obvious to us also because at the end of the day these tools put the customers need at the front and center based on the severity, based on the criticality, when the customer wants to talk, how important, how critical it is for the customer to have this conversation. it naturally sort of makes the culture feel like an open book. I am an organization, I am engaging with you for some let’s say a sales process, you are evaluating my tool and when I am putting it out and open saying I am available for so many hours, so many days of a week, some companies say 24, 14 hours into 6 days, 12 hours into 5 days etc. So that sort of sends that signal to the customer that whenever you want you can always reach out to me, not just today, this is a permanent link that I am going to use in future if you have something also you can always stay in touch with me anytime that you want you don’t even have to check with me the link is going to available if you see I’m not available at 2 p.m. if I’m available at 3 p.m. go ahead and block the time I will always be available for you I think that culture signal happens that we are open and we are always available for you when you need. I think that is the biggest. And then when you bring the group dynamics, if it is one person, you and I having a conversation is one thing. Let’s say I represent a department, I represent the solutioning department. And when I give you a link of the whole solutioning department, that gives you even more confidence that if not for Bharat, if there is an Ila, if there is a Kumar, someone else is going to be available and they will ensure my needs are taken care of, that gives a lot of confidence to customers. That’s why customer service is the most important aspect that is being serviced by these scheduling solutions. Leland McFarland I know I’ve had that happen to where I’ve given a customer my meeting schedule link and you know just later down the road all of sudden it came up like they scheduled a meeting with me. I’ve also had it the opposite where someone I had no idea I’ve never talked to in my life all of a sudden schedule a meeting so Bharath Kumar Yeah. Leland McFarland And that one wasn’t necessarily a good meeting. They were trying to sell me something more so than the opposite way. Bharath Kumar Okay, okay. Leland McFarland So yeah, it can be very beneficial. I agree. Bharath Kumar Definitely, definitely. Leland McFarland All right, the US report shows that 31.82 % say scheduling software improves sales and revenue. Why do you think something as simple as making booking easier can make it can end up affecting growth that directly? Bharath Kumar Exactly, I think The most important aspect that is not gatekeeping your availability by clearly saying that here is the different, I’m available for so many hours across so many days, making it convenient for the user to decide when they want to have the conversation. And most importantly, how you use a scheduling link also. For example, not just over an email, it can even be at a website. Someone is browsing through your website, reads, let’s say a white paper or like a product capability document and is very interested. Then you ask, them to fill a form, collect that information, then you trigger an automated email saying, okay, these are the different times you whenever you want to talk, let’s talk instead. Just imagine at the website interface itself, there is a scheduling that is available. So it closes the thread faster. When, when the, when the iron is hot, you strike the same thing happens. The customer or the prospect has read through what you have to offer. He or she is very interested in evaluating this further, maybe having a demo conversation before the purchase happens instead of making them wait or instead of going through back and forth on an email at the website itself let’s say if you’re if you’re showing a link for Someone to schedule a meeting with you the next day then there is a commitment that happens the prospect is like okay I’ve read through whatever I want now. Let me spend the next one hour. Maybe tomorrow I’ll spend a one hour with them to understand this further That’s the second level of maturity in the purchase process and it’s a clear indication that When someone books a meeting and shows the probability of them purchasing is 50 times more than what happens without a bookings meeting. those are indications that the prospect is willing to go to the next step if your product offers what you committed on the website or like in other communication. Then naturally the conversion is higher and naturally it gravitates to higher sales and revenue opportunities. Leland McFarland It’s good to know. right, Zoho Bookings talks about letting customers self-schedule through a branded booking page. You covered that a little bit earlier. When more than seven out of ten US SMBs are still using email to book meetings, do you think many owners still underestimate how much the booking experience shapes the customer’s first impression? Bharath Kumar 100 % I think what we have learnt over time is leave the vendor it could be Zoho it could be some other vendor also but what we have learnt over time is the aha moment happens after you use a scheduling solution like if you’re always used to emails, if you’re always used to this back and forth and maybe you don’t realize there is a better way to do it, you may still continue doing it. But once you use a booking solution, the churn rates in our solutions are very, very minimal because… you either have to worst case go to some other competitor for some reason or you will have to use a booking solution forever because that experience transforms how you see your overall the sales purchase process in completion. What we have learned over time is that initial exposure using a scheduling link and then having those conversations with customer once you get used to it Then naturally the adoption will continue then you will stick to that as your standard operating procedure forever So that’s the benefit. I think that’s what small and medium businesses also Will learn so typically what happens it is not even a scheduling problem if you if you step back and really look at what happens in our space in a lot of small medium the focus is on the core business right like I am I am a small organization I am trying to do something let’s say I’m trying to sell a product I’m trying to make a living I’m trying to excel by doing a certain business Bharath Kumar All my focus is on that, on the core operations, on let’s say the core making of whatever is the produce that I have and then taking it to the market. So software typically takes a backseat. Typically what happens is I have an idea, I come up with a prototype, I do something and then I launch, I find customers. At some point I feel like I’m getting stuck, I’m not able to scale, I’m not having the visibility, I’m not able to manage my pipeline, I’m not able to manage my leads. Then I start to think of where do I use my software and then gradually you use different solutions. Leland McFarland Mm-hmm. Bharath Kumar and in that order a scheduling booking solution also will come. I think that is something that we need to relook at. When you buy a solution is different but that clarity when you start that okay for me to scale I would need a different set of software solutions including a CRM, including a bookings. If that becomes a part of a small medium businesses thought process itself when they start to grow I think that will add a lot of value to how they scale and how they grow faster. Leland McFarland All right. So even with these benefits that we’ve been talking about, all these benefits, only 34.65 % of US SMPs are using dedicated scheduling software. Is the biggest barrier here awareness, habit, set up friction, or the fact that many businesses still do not realize how expensive manually booking appointments really is? Bharath Kumar Yeah, it is predominantly awareness because let’s say an email solution when you start a business when you want to engage with customers you will need an email solution it’s not an optional thing you need an email provider you need an email ID for you to interact with someone at some point a website becomes a mandate it’s not like you whatever be your industry, whatever work you doing for an identity, you will definitely need a site, a simple site at least. A tool like bookings or scheduling software is not in that league. Until a point where you miss appointments where you are missing out on customers when the problem happens It is not it is definitely a must-have but from a business point of view It just feels like a good to have and not a must-have unless they go through a problem Experience so I think that awareness that that maturity and okay this helps my life makes my life better So that happens at different stages for different organizations. So that is one reason Definitely provide us like us also have some responsibility in ensuring that the adoption can happen faster in the sense that like like a test upon like our AI capabilities now ensuring that the look and feel the ease of creating a booking space that looking very similar to your overall branding and messaging guidelines and all that those are things that we are also investing on but as providers as service providers as software providers if we also are very conscious in ensuring that the adoption is at the focus naturally I think it will make it easy for the user also to expand like I want to try for let’s say two three of my team first then I feel this is good enough then I can scale it across my department then I can scale it across my organization that definitely happens over time Leland McFarland Perfect. So yeah, that first part that you’ve talked about, I totally get, know, don’t, people don’t want to deal with it until something’s broken, until it becomes a kind of, you know, a fire that needs to be put out. All right. So U.S. users say that they want AI capabilities added, 40.91%. More integrations at 39. Bharath Kumar Correct. Yeah. Yeah. Yeah. Leland McFarland 37.77 % and better customer support at 37.5%. What do these numbers, what do these three numbers tell you about SMBs, what SMBs think? Currently, scheduling tools are still missing. Bharath Kumar We touched upon the AI capabilities. think yes, using AI not just because there has to be some AI force fit into the system, that’s not what providers should do, but genuinely seeing how it can add value to the overall user experience, which I think a lot of us are doing now. Very interesting aspect that you mentioned is the integration part. How seamlessly these tools connect with other aspects or other tools in your ecosystem like calendar, like a video booking solution to your chat interface. How easy it is for you to just at a click of a button connect your bookings solution to different search entities, to your CRM, maybe to your accounting solution to cross check some of these insights. Because… you are introducing this tool to eliminate the manual work of email back and forth but if this tool brings a set of manual work for you to consolidate, do a separate analytics, take dashboard or data from this bookings tool and then go map it again something else and manually figure out how many of your bookings actually converted as customers, how many of your bookings actually gave good revenue or what is the percentage of revenue that came through customers who came through booking channel and all that all of that should be seamless it should happen at a click of a button and not like you download data, import somewhere else and do some analysis, paralysis in some other place, then literally what you’re doing is eliminating email manual work and introducing some integration manual work. So that is one thing that because maybe we are a part of Zoho which operates with this integration, privacy, security and user focus. These are some of the fundamental tenets of how we operate. Also because we have 55 plus applications and naturally it is in our tendency to ensure that Zoho CRM connects easily with the Zoho bookings and so on. So we see a lot of benefit in that. The integration component that you mentioned in addition to AI, AI is one aspect of making the whole user experience, user journey seamless and faster. But integration is much, much more powerful, especially for a space like scheduling. Only then a user will actually get a benefit Bharath Kumar of introducing a tool like this and not get into a new set of manual work replacing the old email manual work. Leland McFarland So could you see that with the possibility of like integrating into multiple aspects, could that actually be kind of a little bit of a deterrent, like information overload a little bit? it’s like, well, I just wanted something that booked. Yeah. But now I’m going to get like reports and I’m going to, it’s going to go all in on to CRM. Do I have to manage that? Do you think that that could be a little bit of a barrier? Bharath Kumar Honestly, no. Primarily why is that is because initially what is the problem you are trying to solve. I am sending emails to my 10 prospects. Leland McFarland Okay. Bharath Kumar And I’m getting confused on when I am available when they are available and in the process I’m missing out three prospects only seven are actually having a conversation with me that problem is easily solved or That’s the straightforward benefit you get from a bookings like tool where you are ensuring that anybody who is ready to have a conversation with you will have a conversation with you your availability or Email when you send an email when this user sees the email those things are not going to impact this whole process So that is taken care of The second level of maturity is what I talked about. Okay, I solved that problem, but then how do I get maximum benefit out of investing in a system like this is when the system connects to multiple other solutions in your ecosystem. If you are someone who feels like as long as I am able to meet 10 out of 10 customers and I’m not worried about from this 10 how many became, how many prospects became customer, what is the dollar value revenue that I made from those. If those are the insights that I’m not very particular about, it’s optional for or you don’t have to worry or you don’t have to get into those. Leland McFarland Well, that sounds great. Thank you for coming on with me and I appreciate you putting up with all my questions. Leland McFarland Thank you. The interview makes one point especially clear: scheduling is not just about finding an open time slot. For small businesses, it can shape first impressions, influence customer confidence, and determine whether a sales conversation happens at all. Kumar’s comments also highlight a challenge many owners will recognize. Businesses often keep using manual systems until missed appointments, wasted time, or stalled growth force them to look for a better option. That helps explain why dedicated scheduling tools are still underused, even when the benefits appear obvious once a business adopts them. For small business owners, the takeaway is straightforward. If appointment booking still depends heavily on email chains, phone calls, or manual calendar management, it may be worth looking at the process more closely. What feels like a minor operational task can carry real costs in time, customer experience, and revenue opportunities. As more SMBs look for ways to operate efficiently without losing the personal touch, scheduling may become one of those foundational systems that matters more than it first appears. If you’d like, I can also turn this into a more polished intro/outro pair that matches your usual Small Business Trends editorial style more closely. This article, "Interview with Bharath Kumar | Head of Marketing and Customer Experience for Zoho Bookings" was first published on Small Business Trends View the full article

The question firm leaders often ask is simple: Where did the capacity go? By William Englehaupt Go PRO for members-only access to more William Englehaupt. View the full article

The question firm leaders often ask is simple: Where did the capacity go? By William Englehaupt Go PRO for members-only access to more William Englehaupt. View the full article

Ten benefits and ten challenges. By Matt Rampe Go PRO for members-only access to more Matt Rampe. View the full article

Ten benefits and ten challenges. By Matt Rampe Go PRO for members-only access to more Matt Rampe. View the full article

Ginny Wright, CEO of beauty conglomerate Orveon Global—owner of BareMinerals and Laura Mercier—is no stranger to the beauty business. She spent much of her career rising through the ranks of L’Oreal, eventually becoming president of legacy skincare brand Kiehl’s. Then, in 2021, she pivoted to work in luxury as one of the few female CEOs in the luxury watch business when she took the helm of Audemars Piguet Americas. During her tenure, she prioritized marketing to women, raising the percentage of women purchasing watches for themselves from 14% to more than 30% in just over four years. Now back in the beauty industry, Wright is using her knowledge of the luxury consumer to find new areas of growth for Orveon’s premium brands. In particular, the company is moving quickly in India with prestige brand Laura Mercier. Ginny WrightFast CompanyElizabeth Segran At a recent summit at Harvard University’s Loeb House—organized by The Shift, a media platform devoted to women shifting culture—Wright spoke to Fast Company senior staff writer Elizabeth Segran about discussed what she learned from the male-dominated luxury watch industry, how young people should think about their careers and what beauty consumers are looking for now. This interview has been edited and condensed. You spent a long time at L’Oreal—what was your trajectory to the beauty industry, and what led you to shift to luxury watches? I thought I was going to go into politics or become a lawyer. I started down that path for about a year, and then I wanted to be a press secretary. I’ve always been the kind of person who hears something interesting and thinks, “I’ll try that road.” I moved to Atlanta and worked in PR for a while. One of my clients was [consumer product conglomerate] Georgia-Pacific, and I remember pitching Walmart to the Today Show and thinking, “There has to be more to life than this.” That’s when I realized what I was really passionate about: luxury and beauty. So I found an MBA program in Paris sponsored by L’Oréal and LVMH. I told my husband, who I had just married, “We’re moving to Paris.” He said, “Cool. I don’t speak French, but we’ll figure it out.” So we did. After that, I was fortunate to get hired by L’Oréal. Eventually I moved to New York, rose through the ranks, and after COVID I was serving as president of Kiehl’s, which is such an amazing brand. Then I got a call from an executive recruiter about a high-end luxury firm looking for a CEO. It turned out to be Audemars Piguet. I literally made the decision to take that job while on a SoulCycle bike during COVID, wearing a mask and listening to Eminem’s “Lose Yourself.” During the line about “you only get one shot,” I decided to do it and leave the beauty industry for watches. The watch industry has traditionally been very male-dominated. A big part of your work there was appealing to women—how did you make women less of an afterthought in that industry? It’s interesting, because many of the great innovations in watchmaking trace back to women, including figures like Queen Victoria. Women wore pendant watches, and early watchmaking involved extraordinary craftsmanship. Over time, watches became associated with men as they became status symbols. In more recent years, men really got deeply into watches. Women, on the other hand, were never really marketed to in the right way. The messaging was often something like: “Here’s the real watch culture for men—and women can join too.” [The marketing message] was never truly built for women from the start. I wanted to change that. I knew that brands like Audemars Piguet and Rolex watches often retain or increase in value, and I didn’t think women fully understood that. At the same time, the economic shift toward women is massive. Women now make up the majority of undergraduates and a huge share of postgraduates. Wealth is shifting, and brands need to be ready for that. So I focused on women entrepreneurs, founders, and executives. We also worked more intentionally with Serena Williams. Men didn’t always understand her value after retirement, but I did. She’s not just an athlete; she’s a mother, philanthropist, investor, and entrepreneur. She represented the full modern identity of a powerful woman. By the time I left, we had increased self-purchasing women from 14% to over 30%. What was it like being a woman in such a male-dominated industry? Were you treated differently? It was brutal. [Luxury is] one of the most brutal industries outside of tech in terms of gossip and scrutiny. The watch world treated executive moves like a soap opera, and it was mostly men driving that culture. More women did come into senior leadership while I was there, which helped. But yes, it was harder. If you’re a Swiss or French man in that world, it’s much easier. People questioned whether I could do the job, especially because I came from beauty. They didn’t understand that beauty is actually an incredibly complex industry. But I had a strong retail background, and the brand was shifting from wholesale to direct retail, which was exactly where my strengths were. Watches aren’t just about the product. They’re about access, experience, and emotion. There are only so many watches in the world, and many more people want them than can have them. So we built extraordinary experiences around the brand—private dinners, intimate events, unique access. That became a powerful new kind of luxury. Then beauty came calling again. What led you back? I was at a Baby2Baby event in Los Angeles and ran into Artemis Patrick from Sephora North America. I’ve known her for years, and her whole team was there saying, “We miss you. You need to come back to beauty.” I don’t know whether that was manifestation or coincidence, but after that I started thinking: I’ve been here four and a half years, I’ve done what I came to do, the strategy is in place, and I’m ready for something new. I knew I wanted to do private equity, and I knew I wanted to do beauty. Then several opportunities came up at once, and Orveon really stood out. It had three heritage brands, all founded about 30 years ago and all created by women: Laura Mercier, bareMinerals, and Buxom. I felt these were beloved brands that had lost some attention, and I love reviving love brands and helping them grow again. Laura Mercier especially felt personal to me. It was one of the first prestige beauty brands I ever spent my own money on. I felt like this was my calling. You’ve worked in ultra-luxury and in beauty brands aimed at a broader market. What do those experiences tell you about the economy right now? There’s clearly a huge wealth divide right now. At Audemars Piget, our clients were recession-resistant. No matter what happened, they were willing to spend tens of thousands of dollars on a watch. That’s very different from asking someone to spend $68 on foundation or loose powder. What I’ve learned is that people will still spend—but they’ll spend on brands they trust and products they believe in. That matters even more in uncertain times. At BareMinerals, for example, there’s a very strong repeat customer base. The challenge is bringing in new customers while continuing to serve the loyal ones. We’re deliberately targeting women in their 30s, 40s, and 50s—professionals who have their own money and some level of disposable income. That aligns with the brand and gives us some resilience. I think it would be much harder right now to build a brand that relies heavily on Gen Z consumers who are just coming out of school and dealing with financial uncertainty. It sounds like today’s shopper is very focused on value. Does that favor established brands? Yes, absolutely. For years, the direct-to-consumer movement was great at grabbing attention. Now, in a tougher environment, people don’t want to waste money on something untested. That gives established brands an advantage because people know what they’re getting. They know the products work. If they’re going to spend, they want confidence in the purchase. We haven’t grown consistently in recent years, so I want to be honest about that. But now we are growing again, and that’s exciting. We’re positive in March, which is fantastic. I’m really proud of the team. You made a major pivot in your 20s and early 30s. What advice do you have for people who realize the path they chose may not be the right one? If your heart isn’t in it, get out. That doesn’t mean your earlier work was wasted. I started in PR, and I still use those skills every day. I learned how to communicate, influence, manage clients, and evaluate messaging. Those abilities carried forward into everything I’ve done since. No experience is wasted if you learn from it. But you can absolutely tell the difference between waking up excited to do your work and waking up dreading it. If you feel that difference, pay attention to it. View the full article

Multimedia and experiential brand Sunnie is turning over a new page with the announcement of its first zine, launching in Target stores and online on April 7. The limited edition, 50-page print issue will feature actress Kiernan Shipka on the cover. Target stores will sport a Sunnie endcap through July. The zine will be available for purchase alongside Sunnie Reads book picks, an exclusive tote, and products from Sunnie brand partners like e.l.f., Gimme Beauty, OFF!, and Not Your Mother’s haircare. The zine itself will feature classic teen-mag pieces like personal essays, advice, quizzes and horoscopes, and the Shipka cover story. In her interview, the actress discusses how she prioritizes wellness. Sunnie’s mission centers on creating a community for young women to find joy and self-expression. The zine aims to deliver the teen mag the team behind it always wanted. “It’s such an honor to be on the very first cover of the Sunnie Zine,” Shipka said in a statement. “What I love about Sunnie is that it creates space for young people to really connect with themselves and with each other in a way that feels honest and real. It’s thoughtful, creative, and genuinely supportive, which is rare.” Shipka isn’t a Sunnie newbie: In 2025, she gave a fireside chat about cultivating meaningful friendships to maintain your true self at the inaugural Sunniefest—a one-day festival for Gen Z girls to connect offline. Sunnie is an offshoot of Hello Sunshine, Reese Witherspoon’s media company, whose mission is to platform women’s stories. The brand’s emphasis on offline connection and interest in creating a print issue is evident of its focus on the younger generation, whose interest in physical media has brought retro tech and zines back into fashion in recent years. “This limited-edition zine reimagines the teen magazines we grew up with for a new generation—one that’s craving more intention, creativity, and real connection,” Maureen Polo, CEO of Hello Sunshine, told Fast Company in an email. “That’s the heart of Sunnie: following your curiosity, stepping into your power, and finding your people along the way.” While the full endcap is available now, the brand is hosting an in-person celebration at the Target Whitebridge Store in Nashville on April 12 from 12-4 p.m. The event will feature gifting, a book signing by March Sunnie Select author Kristin Dwyer, and more. View the full article

Who are you selling to? By Jody Padar Radical Pricing – By The Radical CPA Go PRO for members-only access to more Jody Padar. View the full article