Another Cloud Podcast – Episode 37: Zoom & Five9!?! The Good, The Bad, the Ugly
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.
Another Cloud Podcast – Episode 38: Leadership, Teamwork and Technology with Mike Sasaki
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.
Another Cloud Podcast – Episode 39: Using AI to Make Great CSMs
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.
Another Cloud Podcast – Episode 40: AI, Security and Process Improvement
AI and Security are two of the most talked about IT topics today. Listen in as Chris LeBeau shares how ATF is using AI to enhance and improve the manufacturing process across the industry. Chris shares his thoughts on the good and bad of AI and how to make sure you’re starting with the right questions. Both Jeff and Chris have decades of experience in manufacturing, this is a must listen for any manufacturing IT executive.
Another Cloud Podcast – Episode 41: Tackling security and architecture at a University
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.
Another Cloud Podcast – Episode 42: Leadership & Change Management – Lessons Learned
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.
Another Cloud Podcast – Episode 43: Breaking through with Customer Success
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.
Another Cloud Podcast – Episode 44: The Importance of Soft Skills in IT
For those not working in education, we often don’t see firsthand how difficult it is to manage the pandemic. But for Brad Bookser and his team over at High Tech High, they’ve been doing whatever it takes to get tech into the hand of their students. Today we talk to Brad Bookser, Director of IT, and learn how he’s leveraged his 14 years of military experience and soft skills to make a positive change for both IT and in student’s lives.
Another Cloud Podcast – Episode 45: Finding Success at CROCS
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.
Another Cloud Podcast – Episode 46: Restaurants Charging Hard into Digital Transformation
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.
Another Cloud Podcast – Episode 47: It’s NOT just the Customer Experience anymore!
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.
Another Cloud Podcast – Episode 48: Customers are Demanding and Impatient – How do we keep them?
Customer Experience leader, speaker, and author extraordinaire David Avrin joins us today as we talk about how NOT to lose your customers. Why quality is not a differentiator these days and how speed, convenience, and flexibility are what drive consumers today. Listen in and learn from one of the best around customer experience.
See why David Avrin is becoming one of the most in-demand Customer Experience Keynote Speakers in the world today. Watch his preview videos: www.DavidAvrin.com