Gen Z isn't just riding tech trends; they're rewriting the rules of cyber warfare. In this Tech People episode, I have the privilege of sitting down with Aviv Mussinger , the CEO & Co-Founder of Kodem . Together, we embark on a deep dive into recent real-world cyber attacks. Uncovering the motives behind these incidents, Aviv not only provides insights but arms us with practical, actionable strategies to fortify our cybersecurity defences. Tune in and equip yourself with the knowledge to sta...
Jan 23, 2024•17 min•Season 3Ep. 37
Ever wondered how to bridge the gap between customer satisfaction and employee engagement? In this episode of TechPeople, we look into the complex interaction between these two crucial pillars of organisational success. Meet today’s guest, Matthew Egol , Founder & CEO of JourneySpark Consulting , CX Subject Matter Expert at MMA Global, CCXP, Podcast Host, and the mastermind behind "The CX and Culture Connection." As an expert in experience management and culture, he shares strategies for a g...
Jan 16, 2024•32 min•Season 3Ep. 36
Ready to delve into the evolution of decentralised finance (DeFi)? This week's episode of Tech People features a conversation with Ian Horne , the head of content at Money 2020 , a finance and tech writer, and the mastermind behind "Why DeFi Matters." We explore the profound impact of cryptocurrencies on investors and the future of finance. Ian delves into the motivations behind "Why DeFi Matters" and how he challenges traditional financial perspectives. From Ian's behind-the-scenes role at Mone...
Jan 09, 2024•14 min•Season 3Ep. 35
Join us on this episode as we dive into the Tech-Kids dynamic with Diane Acevedo , Senior Vice President of Operations and Customer Experience at Gabb Wireless . With a diverse career and a tech-driven passion, Diane, a parent herself, unravels the intricate relationship between children and technology. We'll uncover the dual nature of tech's impact on kids—both the positive catalyst for learning and creativity and the potential pitfalls of screen time and online risks. Diane, drawing from her e...
Jan 03, 2024•18 min•Season 3Ep. 34
Prepare for an insightful journey into the world of Leadership Principles! Joining me is the remarkable Owen Fitzpatrick , a transformative force dedicated to enhancing individuals' lives through the power of belief. Owen collaborates with CEOs and leadership teams, reshaping the very fabric of organizational beliefs. In this episode, we delve into the profound impact of Leadership Principles, unraveling how beliefs shape effective leadership. Don't miss this opportunity to gain practical insigh...
Dec 27, 2023•30 min•Season 3Ep. 33
Discover the future of startup coaching on the latest episode of 'Tech People'. Join us as we learn about the challenges faced by founders in the startup world and how AI is revolutionising coaching. Our special guest, David Orban , CEO of Actioneer , shares insights into the limitations of traditional coaching methods and how AI-driven coaching overcomes these challenges. Explore Actioneer's innovative approach to providing personalised support to founders globally. Tune in to explore the excit...
Dec 20, 2023•19 min•Season 3Ep. 32
In an era where businesses are navigating the challenges of distributed teams, particularly in remote customer support, our focus turns to the landscape of the Asia-Pacific (APAC) region. Renowned for its diverse cultures and languages, managing teams here requires a special set of skills. Join us for an insightful conversation with George Akle , the Founder and HR Governance Expert at GOVERNHR , as we uncover the lessons learned from steering remote teams in the heart of Asia. From hurdles to e...
Dec 13, 2023•29 min•Season 3Ep. 31
Ever wondered how technology is transforming with the rise of Web3? Join us on Tech People, where we're delighted to introduce Richard Pasqua , Chief Creative Officer at ARC and host of the Web3 Unpacked Podcast . Embark on a journey into the transformative realm of Web3. What are the key benefits, growing significance, and exciting developments that shape its future? Explore the cutting-edge technology, where innovation meets empowerment, guided by Richard's expertise. RICH/ARC/MVMT CONTACT INF...
Dec 06, 2023•38 min•Season 3Ep. 30
In this episode, we delve into the board of directors' dynamic role in tackling customer issues, differentiating it from the conventional hiring of executives. Our guest, Carle Henry, returns for his second appearance on the show, boasting over 35 years of expertise as VP of Customer Service at Ontrac. Carle introduces the concept of "PS" (Processes, Policies, Procedures, and People) as the cornerstone for elevating service quality. We explore the alignment of the board's priorities with the mis...
Nov 22, 2023•20 min•Season 3Ep. 29
Join us on Tech People as we look into the complex landscape of expanding business operations to the United States. The path to success is riddled with challenges such as cultural nuances, regulatory complexities, and fierce competition. In this episode, we're joined by Philip McNamara , the CEO of GetProven , a software company specialising in vendor management for venture capital and private equity firms. Hailing from Ireland, Philip brings his unique insights on conquering the hurdles of ente...
Nov 08, 2023•21 min•Season 3Ep. 28
Tune in to discover the nuances of psychological safety in the workplace. Why is it vital for employees to feel free to speak up without fear of retribution? In this episode of 'Tech People,' we discuss the world of workplace psychology with Chantel Wilson Chase , the Director of Quality Analytics and Reporting at Alexion Pharmaceuticals, Inc. / AstraZeneca's Rare Disease Business Unit. We delve into the subtleties of psychological safety and the importance of open communication within organisat...
Oct 25, 2023•29 min•Season 3Ep. 27
What does the future of Customer Service hold? What is the potential of AI-driven chat and conversational models? This week, we have the privilege of hosting Shep Hyken , a renowned expert in the world of Customer Service and Customer Experience. His accolades include being an Award-Winning Keynote Speaker and earning a spot in the Hall of Fame of the National Speakers Association. Shep’s passion for elevating customer service is infectious, and in this episode, he shares his insights and experi...
Oct 11, 2023•34 min•Season 3Ep. 26
Explore the customer-centricity in finance on this week’s Tech People Podcast episode! Meet Janis Avila , a true expert in home lending. Learn about its foundations and the vital roles of trust and personal connections. Janis outlines the success pillars for enhancing customer experience as well as shares advice on integrating it into your business culture. Tune in to learn how to align leadership for a brighter future!
Oct 04, 2023•22 min•Season 3Ep. 25
Curious about the future of tech and customer success? In this episode of Tech People, we're joined by Sherrod Patching , the Vice President of Customer Success Management at GitLab . She leads a Team that helps customers get the most from their investments. During our conversation, Sherrod shares how they leverage AI to enhance the software development process, making it more efficient and innovative. Furthermore, she lets us in on how they measure success by focusing on early indicators. Join ...
Sep 27, 2023•15 min•Season 3Ep. 24
In this episode of Tech People, we explore the age-old question of whether to buy, build, or lease software and technology. This week’s guest, Declan Sheehy , who has held COO and CTO roles at firms such as HSBC, Onyx Commodities & Kavi Holdings is an experienced professional in the financial sector. He shares his expertise and insights on this crucial decision-making process. With over 25 years of experience in operations, sales, and technology, Declan guides us through the factors that sho...
Sep 13, 2023•21 min•Season 3Ep. 23
It's never too early to unwrap the customer service secrets behind the magic of holiday decor, especially when businesses are already gearing up for the busy season! This week's guest, Bernie Leas , Vice President of Operations at Balsam Brands , a company renowned for its high-end artificial Christmas trees and seasonal decor, shares his expertise in overcoming the unique challenges of seasonal business. Listen all about the holiday rush that sends customer inquiries soaring and the innovative ...
Sep 06, 2023•15 min•Season 3Ep. 22
Discover the world of open banking on the Tech People podcast, as we welcome Daniel Klevit , a Sales Director at Trovata , for an in-depth discussion on the game-changing impact of open banking APIs and their role in driving fintech innovation. From streamlining productivity to enhancing customer success and security, Daniel shares insights into how AI and open banking are revolutionising the industry. Learn how open banking paves the way for collaboration between fintech and traditional banks, ...
Aug 02, 2023•13 min•Season 3Ep. 21
In this week's episode of Tech People, we delve into the world of payments with our guest, Gideon Fourie . As the Group Chief Commercial Officer at RS2 Software , Gideon brings valuable insights into the evolving payments landscape and the challenges faced by companies in this industry. Throughout the episode, we explore the impact of digital transformation , the pivotal role of technology in driving innovation, and the significant influence of regulation on the payments sector. Additionally, we...
Jul 26, 2023•18 min•Season 3Ep. 20
If you’re interested in gaining a deeper understanding of the role of AI in enhancing customer experiences , look no further! This week’s episode of Tech People features Jeff DeVerter , the Chief Technology Evangelist at Rackspace Technology . This conversation is all about AI and machine learning . Jeff will let us in on the history of AI and the significant impact it has on various industries, from healthcare to finance, and how it is being used. From chatbots and virtual assistants to recomme...
Jul 12, 2023•22 min•Season 3Ep. 19
We delve into an enlightening conversation about the possibilities and potential risks tied to AI . This week’s guest is Srikant Chellappa , the CEO, and co-founder of Engagedly , a company dedicated to aligning people strategies with organizational goals. With a diverse background in engineering, business, and a passion for the arts, Srikant also runs a production company that creates movies and music. During our discussion, we explore the undeniable impact AI will have on the job market . Whil...
Jul 05, 2023•24 min•Season 3Ep. 18
Join us for an insightful episode of Tech People recorded during Customer Contact Week in Las Vegas. Our guest, Brandon Bird , a renowned Customer Experience Industry Leader, dives into the exciting world of technology trends discussed at the event. Brandon sheds light on the growing significance of Chat GPT and the utilization of AI in Customer Contact Centers. He emphasizes the importance of balancing innovation with security considerations and advises against blindly adopting trends. Tune in ...
Jun 28, 2023•13 min•Season 3Ep. 18
During this week's episode of Tech People, I speak to Ty Givens , the founder, and CEO of CX Collective . Drawing from her extensive background in customer experience management , including remarkable feats like scaling a team from 7 to 130 members in just nine months , Ty empowers companies to revolutionize their approach to customer satisfaction. With a passion for helping startups thrive , Ty shares her invaluable insights on shifting from reactive customer service to proactive customer exper...
Jun 14, 2023•26 min•Season 3Ep. 17
It is a challenging time in customer success with the current market conditions but what are key issues and how can we address them? I'm delighted to be joined at Money 20/20 by Rik Goslinga, Senior Director of Enterprise Customer Success Europe and Australia at Paypal. Rik shares what customer success means to his team and how it is all about helping customers grow. He provides fantastic insights into the challenges they face such as how they are improving the checkout process and trying to get...
Jun 08, 2023•15 min•Season 3Ep. 16
Did you ever realize that our mental well-being is connected to the banking industry? On this week's episode of Tech People, we dive into this often overlooked connection. Join me as I welcome Remco Veenenberg , an expert with a diverse background, who will shed light on this unobvious combination. In recent years, the occurrence of burnout has increased. Remco highlights the constant connectivity and the pressure to always be available and online as major culprits. Struggling to strike a balanc...
Jun 02, 2023•34 min•Season 3Ep. 15
Curious to know how a small startup found its niche in the cryptocurrency industry? Join me on this week's episode of Tech People, where I sit down with Philip Jonitz , the co-founder of Klink Finance , a prize-linked crypto platform. Philip shares his background in the startup ecosystem and his decision to focus on the crypto space. We discuss the challenges of building a crypto company in a volatile market and navigating negative headlines. But amidst it all, Philip remains optimistic about cr...
May 31, 2023•22 min•Season 3Ep. 14
A lot of great takeaways this week on how to build a CS function in your company . I speak with Jenna Chau , a Head of Customer Success at Invelo , a cutting-edge software company catering to real estate investors. Jenna's journey is a testament to the power of resilience and strategic career moves. After facing the challenge of being laid off during the pandemic, she embraced the opportunity to reimagine her path and ultimately secured a customer success position. With her diverse background sp...
May 17, 2023•30 min•Season 3Ep. 13
Are you looking to build a successful customer success team ? In this episode of the Tech People podcast, I talk with Antti Nevalainen , a Customer Success Coach at Catalyst Software , about his views on the subject. Nevalainen highlights the importance of analyzing the customer journey to determine whether a human touchpoint is necessary. He shares tips on building a strong CSM team, such as identifying skill gaps, developing training programs, and prioritizing workload management to prevent bu...
May 10, 2023•25 min•Season 3Ep. 12
On this week's episode of Tech People, I'm thrilled to welcome back Ben Rosenberg , Senior Director of Customer Support, Enablement, and Community at ChurnZero , as our guest. During the discussion, he sheds light on the challenges that businesses face with customer retention and emphasizes the importance of approaching these challenges strategically. As he explains, the key to retaining customers is to provide an outstanding customer experience . Ben also shares his insights on AI, pointing out...
May 04, 2023•21 min•Season 3Ep. 11
In this week's Tech People podcast, we explore the latest in CX technology and strategy . In this exciting episode, we have the pleasure of welcoming back Amy Behbehani , now a senior consultant at InflowCX , a leading consulting firm for contact center technology, unified communications, and quality analytics. Amy shares her expertise on how to enhance your CX journey with the latest automation, AI, and cloud-based solutions. She also provides valuable insights on how to overcome process challe...
Apr 25, 2023•26 min•Season 3Ep. 10
Are you looking to scale customer success in your organization? Join Ken Coyne on the latest Tech People episode featuring Jomilsa Souza , a senior customer success manager at Swiftly , who shares her insights on how to scale customer success in different types of organizations successfully. In this episode, Jo discusses the challenges of scaling customer success and how to approach them based on the size and segmentation of the customer base. She emphasizes the importance of prioritizing short-...
Apr 12, 2023•21 min•Season 3Ep. 9
