Episode 13

Another Cloud Podcast – Episode 13: Getting Technical with AI with Guest Cristian Herrera

Hosts: Aarde Cosseboom & Alex McBratneyGuest Speaker: Cristian Hererra – April 23rd, 2021 (49:50 minutes long) – Transcript and audio only

Why do companies like Athens services, who have evergreen contracts with municipalities, need a great customer experience? Learn why as we talk with Cristian Hererra, Director of Customer Experience, on how he transformed what CX looks like at Athens Services.

Episode 14

Another Cloud Podcast – Episode 14: Maintaining CX Support through Multiple M&As with Matt Dale

Hosts: Aarde Cosseboom & Alex McBratneyGuest Speaker: Matt Dale – May 6th, 2021 (44:17 minutes long) – Transcript and audio only

On this episode, we talk with Matt Dale around the challenges of managing support while the company is in hyper growth mode with M&As. Also learn his approach of moving from high touch to low touch to attain scale as the company grows.

Episode 15

Another Cloud Podcast – Episode 15: What does CX and Buying Cars have in Common With Graham Wright

Hosts: Aarde Cosseboom & Alex McBratneyGuest Speaker: Graham Wright – May 11th, 2021 (54:36 minutes long) – Transcript and audio only

Today’s guest is leading the charge in the USA for Berlin based SumUp, “a better way to get paid.” Listen in as we discuss Graham’s methodologies to achieving the “invisible experience” and how that has lead to loyalty amongst their customers.

Episode 16

Another Cloud Podcast – Episode 16: Want to Make a Social and Environmental Impact at the Same Time? Listen to this.

Hosts: Alex McBratney & Dustin RiedelGuest Speaker: Brandon Smith – May 4th, 2021 (45:18 minutes long) – Transcript and audio only

Human I-T has been at the forefront of shrinking the digital divide while also helping the environment. They provide low-income individuals with technology, internet, and digital training. By reusing instead of recycling electronics, their team transforms E-Waste into opportunities for underserved communities, while promoting digital inclusion and online access.

Join us today as Brandon Smith, VP of Business Development, shares how Human I-T is impacting communities around the country, some heartwarming stories, and mind-blowing statistics about digital waste.

Whether you’re in IT or elsewhere at your organization, make sure your E-Waste isn’t getting ground up and buried, but being used to support your local community.

Episode 17

Another Cloud Podcast – Episode 17: Closing the Loop on VoC with Allastair Meffen

Hosts: Aarde Cosseboom & Alex McBratneyGuest Speaker: Allastair Meffen – May 18th, 2021 (43:33 minutes long) – Transcript and audio only

We get to learn from one of the best in Healthcare on how he creates cross-functional alliances with the goal of improving the customer experience. Allastair shares his methodologies and passion surrounding the customer experience and how you can’t always throw more bodies at a problem.

Episode 18

Another Cloud Podcast – Episode 18: Sangria and SaaS with Henry Svendblad

Hosts: Aarde Cosseboom & Alex McBratneyGuest Speaker: Henry Svendblad – May 20th, 2021 (43:25 minutes long) – Transcript and audio only

Want to learn how Henry used tech to turn Company Nurse from a service company to a cutting edge tech company? Join us as we learn from a master sangria mixer, professional mountain biker and technologist on today’s podcast.

Episode 19

Another Cloud Podcast – Episode 19: Time to Value, AI and Operational Excellence with Guneet Singh

Hosts: Aarde Cosseboom & Alex McBratneyGuest Speaker: Guneet Singh – May 25th, 2021 (48:38 minutes long) – Transcript and audio only

Guneet Singh was an amazing guest on today’s show. Listen in as he dives into the tenants he uses to craft an exception experience at AppFolio. Learn how to use emotion, effort and success to create value and the concept of “time to valve” to create a great experience. And of course we dive into how technology, data and AI is helping transform an already tech-forward organization.

Episode 20

Another Cloud Podcast – Episode 20: It’s all about the culture! with Melissa Henley

Hosts: Aarde Cosseboom & Alex McBratneyGuest Speaker: Melissa Henley – June 1st, 2021 (51:05 minutes long) – Transcript and audio only

Today we are joined by Melissa Henly, Sr Director of Customer Experience at LaserFiche. She has an amazing journey from writer, marketing and communication, and to now customer experience at LaserFiche. Stick around as we talk about “knowing thy customer,” process/people/technology, the fears around change management, and why their developers are rockstars at their conferences.

Episode 21

Another Cloud Podcast – Episode 21: Walking in the Shoes of Your Employees with Kim Riedell

Hosts: Aarde Cosseboom & Alex McBratneyGuest Speaker: Kim Riedell – June 1st, 2021 (47:47 minutes long) – Transcript and audio only

Aarde and I sat down with an amazing Customer Success leader, Rock Star ski Mom, and all around awesome guest. Listen in on how Kim is driving change at Impact and how she is seeing the industry change and adopt more tech. And how to effectively develop a great culture, even during a pandemic.

Episode 22

Another Cloud Podcast – Episode 22: Monitoring Companies to increase Revenue with Brendan Cahoon

Hosts: Aarde Cosseboom & Alex McBratneyGuest Speaker: Brendan Cahoon – June 3rd, 2021 (40:23 minutes long) – Transcript and audio only

Today we talked to Brendan Cahoon SaaS Customer Success leader with experience across the buyer and customer journey. Currently leading the Customer Success Management team at Catchpoint, a leader in digital experience monitoring. Responsible for onboarding, product.

Episode 23

Another Cloud Podcast – Episode 23: 80/20 Rule – Security 2021 – IT moving to the Executive Table with Brad Bilotta and Jeff Young

Hosts: Alex McBratney & Jeff YoungGuest Speaker: Brad Bilotta – June 4th, 2021 (45:34 minutes long) – Transcript and audio only

Learn how Brad Bilotta is using Prado’s 80/20 rule to bring efficiencies and drive revenue for Magnaflux. We also talk about what a security framework looks like today and what’s driving IT to have a seat at the executive table. Sit back and listen in as we learn from two great IT leaders.

Episode 24

Another Cloud Podcast – Episode 24: Nicolas Cage and Digital Whiteboard with Jim Kalbach

Hosts: Aarde Cosseboom & Alex McBratneyGuest Speaker: Jim Kalbach – June 7th, 2021 (43:07 minutes long) – Transcript and audio only

Listen and learn how Jim Kalbach is using “Pick your Nick” to bridge the divide between the remote workforce and humanization. From mapping experiences, building trust as a leader, to unique ways to collaborate with Mural’s whiteboard