The journey to great begins with gratitude

Tiago Paiva, Talkdesk CEO & Founder

By Tiago Paiva

0 min read

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November marked the beginning of the fourth quarter in Talkdesk’s fiscal year. I usually transition to a new quarter focused on what we must accomplish and the action plans to make it all happen. However, as I look toward the end of what has undoubtedly been one of the hardest years of our lives, it’s gratitude that now consumes my thoughts. 

In 2021, Talkdesk will celebrate its 10-year anniversary. As much as things have changed over time, one thing has remained constant: our mission to help organizations around the world build brand trust and loyalty through exceptional customer experiences. I remember the first review Talkdesk received on G2. It was one of the most exciting days of my career because it meant we had done something so special, so important the customer chose to be an advocate for Talkdesk and wanted their voice heard. It was a proud moment. Even today, with thousands of reviews across sites like G2 and Gartner Peer Insights, I still read each comment with gratitude. 

All those voices echoing loudly across industries, across time zones in support of Talkdesk is one of the reasons we believe we are a Leader in the 2020 Gartner Magic Quadrant for Contact Center as a Service. This is the first multi-regional Magic Quadrant covering the cloud contact center market, so it is a tremendous honor to be named in a leadership position we believe reflects the diversity of our customers. I am grateful for our customers who choose to stand with us, shaping the Talkdesk journey and moving us forward to greatness, in the midst of change.

Change can be hard, at least for me. I miss the hum of voices in the San Francisco office. I miss being huddled in a conference room whiteboarding product roadmaps in the early evening. I miss lively debates with the engineering team in Lisbon. If I am honest with myself, though, the things I am grateful for outweigh the things I miss. I admit I was nervous when we first had to transition to a completely remote work model. After all, innovation is a collaborative process, and innovation is a Talkdesk hallmark. What I quickly learned, however, is the greatness of Talkdesk is not determined by walls or a building—but rather, by the passion and commitment of our people. They have collaborated in ways we never could have imagined. They’ve found innovative ways to support our customers in their greatest time of need. I am grateful for the strength of our people, their resilience and for their trust. 

“Surround yourself with great people.” That was the advice of a mentor in my earliest days as Talkdesk CEO. Never did I imagine how grateful I would be in 2020 for those words. The rich experience of the Talkdesk leadership team has helped us navigate so much of the unexpected thrown at us this year. I am grateful for the wisdom and insight they each bring to their roles, and for the lessons they share with me. 

Gratitude is a choice. It is a gift we willingly give to each other and to ourselves, no strings attached. Only when we are truly grateful for what we have in front of us can we plan for what’s next. 

Thank you.


Tiago Paiva, Talkdesk CEO & Founder

Tiago Paiva

Tiago Paiva is founder and CEO of Talkdesk