Episode 37

Another Cloud Podcast – Episode 37: Zoom & Five9!?! The Good, The Bad, the Ugly

Hosts: Alex McBratney & Dustin Riedel, Guest Speakers: Curt Allen and Ken Bisnoff – July 29th, 2021 (54:11 minutes long)

Today we talk with 2 industry experts and long-time friends of ours, Curt Allen and Ken Bisnoff of EagleTEQ Advisors. What does the recent Zoom-Five9 acquisition mean for their competitors and the telco industry as a whole. Who’s next, is it good, and what else might be on the horizon? Plus we learn how EagleTEQ is advising individual agents, telco carriers, and masters how to grow their business through all the changes happening today.

Episode 38

Another Cloud Podcast – Episode 38: Leadership, Teamwork and Technology with Mike Sasaki

Hosts: Aarde Cosseboom & Alex McBratney, Guest Speaker: Mike Sasaki – July 22th, 2021 (44:32 minutes long)

Zero employees churn? Tune in as we sit down with Mike Sasaki, Global Head of Customer Success and Support at Mitek Systems to talk about leadership, lessons learned along the way, and how he’s created a team where nobody leaves. We also dive into how he views customer success and leveraging technology once there’s a strategy in place.

Episode 39

Another Cloud Podcast – Episode 39: Using AI to Make Great CSMs

Hosts: Aarde Cosseboom & Alex McBratney, Guest Speaker: Bryan Plaster – August 5th, 2021 (45:01 minutes long)

We love talking about AI and learning how it’s being used to enhance the customer experience. Today we get to hear from Bryan Plaster, CEO at Complete CSM, on how they’re using AI technology to turn good CSMs into great CSMs at every stage of the customer journey.

Episode 41

Another Cloud Podcast – Episode 41: Tackling security and architecture at a University

Hosts: Alex McBratney & Jeff Young, Guest Speaker: Robert Henderson – August 17th, 2021 (30:58 minutes long)

Robert Henderson shares how he’s been able to navigate the tricky waters of architecture and security at the University of the Pacific. Having 20+ years of experience in higher-ed Robert dives into how he collaborates with every department so he and his team can streamline, cut costs and improve technology across the University. With Jeff Young joining as a co-host you have over 50 years of top-notch IT leadership to learn from.

Episode 42

Another Cloud Podcast – Episode 42: Leadership & Change Management – Lessons Learned

Hosts: Aarde Cosseboom & Alex McBratney, Guest Speaker: Dominic Macri – September 9th, 2021 (43:12 minutes long)

Dominic Macri has a track record of over 30 years leading highly specialized support teams across the globe. Learn how he adapted to change throughout his career, whether it was an acquisition and he had to get a new team up to speed, opening centers across the globe, or implementing new technology to increase scale.

Episode 43

Another Cloud Podcast – Episode 43: Breaking through with Customer Success

Hosts: Aarde Cosseboom & Alex McBratney, Guest Speaker: Blake Swanson – September 15th, 2021 (39:41 minutes long)

Listen in as we hear from Blake Swanson, Director of Customer Success, at a leading cyber security firm on how he’s breaking down the walls of customer success by leveraging risk frameworks, data, and empathy to drive growth.

Episode 45

Another Cloud Podcast – Episode 45: Finding Success at CROCS

Hosts: Alex McBratney, Guest Speaker: Brian Gustin – September 22nd, 2021 (40:25 minutes long)

Brian Gustin and I cover a lot of ground on the show. With close to 16 years at Crocs, he’s had his share of learning across multiple departments and successful moments. Today we get to learn how he took his service team global, managed 5x volume during their giveaway to frontline workers, and how they’re using technology to transform the customer and agent experience.

Episode 46

Another Cloud Podcast – Episode 46: Restaurants Charging Hard into Digital Transformation

Hosts: Alex McBratney & Dustin Riedel, Guest Speaker: Justin Keenen – September 28th, 2021 (44:51 minutes long)

After having a truly insightful conversation with Justin Keenen, I have even more respect for restaurateurs. The game has changed with the digital transformation that has and continues to happen for this industry. Listen in to hear how Netflix, Dominos, Starbucks, and others are using data to lead the way in the digital experience and more.

Episode 47

Another Cloud Podcast – Episode 47: It’s NOT just the Customer Experience anymore!

Hosts: Aarde Cosseboom & Alex McBratney, Guest Speaker: Dennis Wakabayashi – September 30th, 2021 (38:19 minutes long)

That’s right… there’s more to just making a great customer experience. These days too many companies are falling flat on the employee experience. Today Dennis Wakabayashi sheds light on how he sees experience through the lens of the 3 R’s, how technology helps and hinders us, and how we as consumers are already subscribed in today’s world.