Companies are continuously searching for ways to improve customer satisfaction. Naturally, technology plays a critical role here. It can be the latest and greatest technology in the market but it also needs to be optimised to ensure happy customers. I speak to Franklin Bruscianelli , Director of Sales Operations and Customer Service at IPwe , a platform for blockchain-enabled IP transactions. Franklin explains how working in this fascinating and innovative environment has enabled him to utilise ...
Apr 28, 2022•15 min•Season 3Ep. 6
User experience has become the face of a company’s brand and one of the key differentiating factors in distinguishing one brand from a competitor. An exceptional customer experience, can lead to better customer loyalty and ultimately, market dominance. In this week's podcast, I welcome back Tomas Sallies , Head of Customer Experience, PagoNxt . In our previous episode, Tomas shared his experience on how to achieve a better online CX in B2C. Now he returns to discuss his latest challenge in build...
Apr 20, 2022•31 min•Season 3Ep. 5
Faced with challenging budgets, reduced headcounts, and increasingly complex client queries, how is CX evolving to meet these challenges? In this week's podcast, I speak to Jennifer Castillo aka JC, director of customer support at DocNetwork.org . JC successfully supports more than 450,000 customers with a very small team and a little help from technology 🙂. This is no mean feat, how exactly is she doing it? Tune in to learn more!...
Apr 01, 2022•17 min•Season 3Ep. 4
A holistic customer experience is really knowing what your customer's meaningful business results are. Ultimately, this leads to customer loyalty and long-term relationships. Providers want to build such relationships and customers don’t want the costly expense of changing to a new provider. In this week's podcast, I interview Seth Johnson , Head of Customer Experience at LearnUpon . Seth has a wealth of experience in this sector, and he outlines the critical importance of understanding the one ...
Mar 24, 2022•28 min•Season 3Ep. 3
In this week's Podcast, I check out the latest retail data trends including retail media networks, which has recently seen ad revenues of $31.1 billion for Amazon and $2.1 billion for Walmart in 2021. How has the retail landscape changed? How are brands adapting and why are retail media networks key to the future of retail are some of the questions I pose to Oliver Klander , Commercial Lead at LiveRamp . Join us to hear more about the leading retail trends to watch in 2022. #data #podcast #media...
Mar 02, 2022•23 min•Season 3Ep. 2
Founding a startup is one of the most challenging and exciting experiences for any founder, but where does one begin? What is Pre-Seed Funding? How does it work? How much do I need? How do I prepare, are just some of the questions I pose to Sam Keisner , who is an expert in venture capital and private equity and Founding Partner, GO10x Ventures . This is a must-listen for any founder as Sam generously shares his expert insights to help founders secure their financial investment. #founders #fundi...
Feb 21, 2022•26 min•Season 3Ep. 1
This week I interview Marleen Wedler , CX enthusiast. As head of Customer experience at Expando Marleen shares her insight on how to generate meaningful innovation based upon customer feedback. The central aim is to create a customer lead journey across your ECommerce platform. Marleen discusses how to structure a successful customer feedback chain. We look at the essential elements of planning, resources, and the importance of working together with your tech team as crucial components to delive...
Dec 20, 2021•18 min•Season 2Ep. 20
Tune in to our latest episode as we’re joined by Arik Oslerne , the Chief Operating Officer of VAUBAN – a venture capital (VC) and private equity company seeking to democratize the venture capital landscape and break down the barriers to small-scale investing. Investments, venture capital, and wealth management are all concepts traditionally associated with the ultra-wealthy; those with millions’ worth of capital and a swath of investments offering them high returns; thus, perpetuating the “the ...
Dec 02, 2021•26 min•Season 2Ep. 19
In today’s episode, we chat with Louise O’Neill of the Berkley Group , who tells us more about the much-discussed issue of tech talent shortage and the challenges facing recruiters in trying to source such talent. For reasons such as COVID-19, increasing digitization and the rising number of new tech startups, the scarcity of tech talent has become more apparent than ever. As a result, Louise describes this space as a ‘candidate’s market’, making the fight for tech talent extremely difficult. In...
Nov 25, 2021•25 min•Season 2Ep. 18
In this episode, we sit down with Eugene O’Brien , the CEO of Big Fan Collectibles , who sheds light on one of the latest and most exciting additions to the blockchain space – NFTs – and how they have been taking the sports world by storm. While a lot of intimidating jargon often surrounds this novel piece of technology, NFTs, or non-fungible tokens, are quite simply digital, non-interchangeable digital assets. Think sports cards, drawings, music, or – as Eugene tells us – even tweets. The thing...
Nov 17, 2021•16 min•Season 2Ep. 17
Tune in to our most recent episode where we take a deep dive into the world of DeFi (decentralised finance) with Anders Christensen and Matthijs De Vries of AllianceBlock . Anders and Matthijs crossed paths a few years ago and quickly connected over their discussions of blockchain and crypto. Aware of its issues, but also the opportunities that lay ahead for the industry, the two set out to create a safe, user-friendly, and collaborative space to meet soaring demand from crypto investors. Have a...
Nov 08, 2021•35 min•Season 2Ep. 16
Research shows that roughly 1 in 3 invoices go unpaid past their due date. As a result, countless small businesses, freelancers, and tradespeople spend a large portion of their time chasing up late payments. The ramifications of this, particularly in the COVID era, can be serious and highly destructive to small businesses trying to stay afloat. On this week's podcast, I speak to Ravi Jakhodia , the Co-Founder and CEO of Coupay - a FinTech software company on a mission to make late invoice paymen...
Jul 28, 2021•18 min•Season 2Ep. 15
Marketing gurus have been telling us for years that video content is fast becoming the most powerful marketing tool. What they haven’t told us is how to make your content appeal to more than one audience segment - after all, why invest unspeakable amounts of money into a campaign that’s limited by its country of origin’s borders? Founder and CEO of Think Jam and an indisputable trailblazer in the AdTech space, Daniel Robey, is here to tell us all that marketing experts haven’t - namely how to ma...
Jul 19, 2021•25 min•Season 2Ep. 14
In this week’s podcast, we inadvertently touch on a debate that has yet to be settled. Which is more important: an idea or its execution? With countless aspiring entrepreneurs hoping to come up with the next big thing; that will compete with Facebook or Amazon, many also underestimate the skills, capital, and resources required to realise this new product or service. Trevor Newberry , the Founder of Newberry Consulting and Director of Product Delivery at Harmony Venture Labs , understands better...
May 26, 2021•26 min•Season 2Ep. 13
Blockchain is one of the 21st century’s most exciting new technology. Despite the rapid evolution and adoption of blockchain across many industries, it has presented regulators with the challenge of managing blockchain and crypto assets without hindering their growth. Such challenges are why associations such as INATBA (International Association for Trusted Blockchain Applications) have become crucial to support regulators in drafting policies that are more innovative than inhibitory. In this we...
May 19, 2021•35 min•Season 2Ep. 12
In this week’s podcast, I get a fascinating insight into the latest trends in AI & ML with Sean Muller . With nearly 30 years experience in the industry, Sean helps businesses achieve radical growth by architecting innovative digital transformations. He outlines some of the major challenges and the possible solutions that face the sector today and into the future. An incredibly exciting space with both hugely positive capabilities or devastating potential....
May 06, 2021•27 min•Season 2Ep. 11
Never before has the entire essence of work evolved so dramatically as it has in recent times. What then could the future hold for workers around the globe? With almost 40% of the US workforce working remotely at the height of the pandemic and the ever-growing popularity of the On-Demand workforce, together with constantly evolving technologies, a new shift is currently impacting every facet of work. In his latest book, “ The End of Jobs: The Rise of On-Demand Workers and Agile Corporations ” be...
Apr 26, 2021•24 min•Season 2Ep. 10
This week I have the pleasure of reinterviewing Greg Watts CEO and co-founder of Findr , one year on from the launch date. Launching a tech business from home in a pandemic was a daunting prospect. Greg shares his invaluable experience on some of the key challenges he overcame including how he successfully secured investors in a new virtual setting, offering not only a lifeline but invaluable advice and support. He also outlines the advantages of adopting a hybrid flexible model which in his exp...
Apr 20, 2021•32 min•Season 2Ep. 9
In this week’s podcast, we get a fascinating insight into the world of Fintech customer experience from Tomas Sallies , Head of Customer Experience at Curve . Curve is a London-based Fintech that combines multiple cards and accounts into one smart card and an even smarter app. Tomas describes the best customer experience as one that never happens. He provides an excellent insight into how his team achieves a better online customer experience, addressing current customer behaviours and expectatio...
Mar 16, 2021•24 min•Season 2Ep. 8
With spending on Regulatory Technology estimated to rise by an average of 48% per annum to $76.3 billion in 2022, our Fintech series continues this week by taking a closer look at regulatory technology with industry guru, Rick Dupree . As CEO & founder of Riskliance , Rick has held several business, risk, compliance, and operations roles at regional, national, and global financial services firms. He is a contributor to industry articles, panels, webinars and sits on several RegTech advisor b...
Mar 11, 2021•17 min•Season 2Ep. 7
I recently had the pleasure to talk to Andy Skipper , founder of CTO Craft , the UK’s first learning and coaching network built for engineering managers, CTO’s and tech. Covid-19 has brought a greater need for CTOs to manage the challenge of decreased morale and resilience amongst colleagues. The importance of trust was never so crucial in a new workplace environment. Andy provides the best solutions to overcome such difficulties through effective coaching and outlines a picture of what the futu...
Mar 04, 2021•18 min•Season 2Ep. 6
My guest today is Nuri Otus , founder, and CEO of Txtsmarter . Over 6 trillion imessages and 145 billion SMS/MMS messages are sent each day. However mobile carriers do not store text messages. Nuri realised at first hand the risk this poses for businesses. It was a dramatic, life-changing event that led to the creation of Txtsmarter and Nuri has never looked back as his company was recently shortlisted for the 2021 RegTech Insight Awards . Enjoy this very honest recount where success is born out...
Mar 01, 2021•30 min•Season 2Ep. 5
This week I speak to Richard Rodgers, Global Digital Marketing Director for Agilent Technologies. Richard has always been passionate about start-ups from a young age, forming his first company at just sixteen. With a lifetime of experience in marketing and growing businesses, Richard speaks about the importance of account-based marketing, identifying the right client at the right time, and delivering a message which targets and addresses their specific pain point. In our chat, Richard shares his...
Feb 15, 2021•39 min•Season 2Ep. 4
This week I speak to Richard Rodgers, Global Digital Marketing Director for Agilent Technologies. Richard has always been passionate about start-ups from a young age, forming his first company at just sixteen. With a lifetime of experience in marketing and growing businesses, Richard speaks about the importance of account-based marketing, identifying the right client at the right time, and delivering a message which targets and addresses their specific pain point. In our chat, Richard shares his...
Feb 15, 2021•39 min•Season 2Ep. 4
In this second episode in a special series of Fintech podcasts, we take a closer look at Old Vs New in Fintech, current trends and the exciting prospect of one company’s mission to create one eco system for everyone to trade across without a middleman. I speak to Anders Christensen , Head of the Avaloq.one Ecosystem at Avaloq. As an experienced banking and Fintech expert, Anders works in the international banking software industry. At Avaloq.one, he focuses on developing the Fintech eco-system, ...
Jan 30, 2021•24 min•Season 2Ep. 3
The Fintech industry market value is expected to be $305 billion by 2025 as an increasing number of financial services become disrupted and replaced by new technologies. In my new series of Fintech industry podcasts, we examine the latest technology, trends, and challenges facing this fascinating industry. My first guest is Dan Feaheny , founder of Feeney Ventures Ltd , assisting and advising the next generation of Fintechs. In this episode, Dan shares his valuable insights from working within v...
Jan 18, 2021•30 min•Season 2Ep. 2
In this week’s podcast, we discuss personal agility with authors Michal Raczka and Raji Sivaraman . Their latest book, Discoveries Through Personal Agility a book for all industries looks at the importance of developing an agile mindset for business and professionals. Michal and Raji share their invaluable insights and how their personal agility model is helping companies, now more than ever at a crucial economic time for so many organisations. Enjoy the show :-)...
Jan 13, 2021•25 min•Season 2Ep. 1
This week Marc Einstein shares his fascinating insight into the world of technology in Japan. As Chief Analyst at the ITR Corporation in Japan and with more than15 years’ experience in telecommunications & media, Marc is a frequent subject matter expert on international TV broadcasts of CNN, CNBC, BBC Global, and Channel News Asia. Marc outlines how COVID 19 has caused major changes in the way people work in Japan and the opportunities it has created for tech companies that sell their servic...
Dec 02, 2020•27 min•Season 1Ep. 36
This week I discuss Virtual Training with Travis May , winner of several globally recognised innovation and technology awards. As a Director of Technology and Innovation at a major international company, Travis looks at opportunities to collaborate, optimise, and modernise processes across the business, thus positioning teams for success. According to research by the SAVO Group, a staggering 90% of employees that receive training, forget the subject material within 6 months, with a further 65% f...
Nov 26, 2020•43 min•Season 1Ep. 35
This week I am delighted to chat with Karen Weeks , SVP People at Ordergroove in New York. With a massive wealth of knowledge in the HR field, Karen shares her insight with me on how best to build a culture in tech startups, when to introduce HR to a tech company, and her view on the key elements to implement a successful HR strategy, especially given the new dynamics that exist in a Covid 19 world. As a podcast host, a professional coach, and a management and HR strategy teacher, Karen has quic...
Nov 12, 2020•24 min•Season 1Ep. 34
