Another Cloud Podcast
85 episodes - English - Latest episode: almost 2 years ago - ★★★★★ - 2 ratingsAnother Cloud Podcast is hosted by Alex McBratney, Partner at Adler Advisors. We bring you stories from the smartest minds in IT, Operations and Sales to learn how they’re using cloud-based technologies to achieve business objectives.
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Episodes
Building Culture - Every IT Leader’s Reality
May 16, 2022 15:00 - 36 minutes - 25.1 MBRunning a successful IT department isn’t just about one and zeros. Rather, like any part of the organization, success comes by developing the people around you. Today we sit down with another seasoned IT leader, Jay Stanley, VP of IT at Heartland Food Products Group. Jay gives us a glimpse into his experience as an IT leader and how he’s developed successful teams throughout his career. Listen in as he talks about #coaching, #teambuilding, and of course #technology.
Keeping up with Zoom
April 11, 2022 17:00 - 33 minutes - 23.2 MBToday’s guest, Josh Stanley, Sales Strategist for Zoom Contact Center, helped bring Zoom Phone to market and is now bringing Zoom’s Contact Center to life. In today’s episode, we get a behind-the-scenes view into how Zoom thinks when creating new products and where they plan on taking their contact center product.
Death by Scaling
March 03, 2022 20:00 - 35 minutes - 24.6 MBAre we killing the customer experience by putting technology buyers through a convoluted sales cycle? Probably so. Today Graham Gill, VP of Customer Success & Services at Maestro, talks about the roadblocks of buying technology, how he approaches the evaluation process, and the future of customer experience.
Technology + Empathy = Best in Class CIO Leadership
February 24, 2022 22:00 - 30 minutes - 21.2 MBLeading an IT team is not just about knowing I’s and O’s anymore. It requires empathy, and every IT executive needs to get on board. Today we spoke with Chris Beck, CIO at Harry’s Inc, to dive into why IT executives need more emotional intelligence than ever to succeed as IT leaders. We also discuss the challenges surrounding M&As, talent retention, and scaling a staff by 4x over 3 years.
Technology + Empathy = Best in Class CIO Leadership
February 24, 2022 22:00 - 30 minutes - 21.2 MBLeading an IT team is not just about knowing I’s and O’s anymore. It requires empathy, and every IT executive needs to get on board. Today we spoke with Chris Beck, CIO at Harry’s Inc, to dive into why IT executives need more emotional intelligence than ever to succeed as IT leaders. We also discuss the challenges surrounding M&As, talent retention, and scaling a staff by 4x over 3 years.
Latest & Greatest on CCaaS
February 16, 2022 22:00 - 32 minutes - 22.2 MBIn today’s episode, we talk with telecom expert, Brendan Strain, about how he helps customers get the best out of their tech, what to focus on, and understanding the different services offered by providers. Also, listen as he talks about upcoming IT trends.
Latest & Greatest on CCaaS
February 16, 2022 22:00 - 32 minutes - 22.2 MBIn today’s episode, we talk with telecom expert, Brendan Strain, about how he helps customers get the best out of their tech, what to focus on, and understanding the different services offered by providers. Also, listen as he talks about upcoming IT trends.
What are Asynchronous Conversations and how are they Changing the CX Landscape?
February 04, 2022 17:00 - 31 minutes - 21.9 MBConversational AI is quickly making its way into the CCaaS vernacular. Today we had the pleasure of sitting down with Mike Myer, CEO at Quiq to talk about how organizations are using #conversationAI to get a competitive advantage in the #customerexperience. Plus, learn how exactly Asynchronous Conversations are paving the way to an #effortlessexperience.
CIO Extraordinaire – Andrea Markstrom
January 19, 2022 17:00 - 32 minutes - 22.5 MBWhat an amazing time sitting down with an extraordinary CIO Andrea Markstrom. Not only is she leading Taft Stettinius & Hollister LLP through digital transformation, but she is also the founder and CIO of i.WILL, an amazing organization with the goal of mentoring, advancing, and supporting women in their careers. Listen in as we discuss #digitaltransformation, design thinking, and why IT is getting a seat at the executive table.
Is SX the new CX?
January 06, 2022 21:00 - 37 minutes - 26.1 MBIs customer experience being surpassed by success experience? Jessica Voss of SupportLogic, sits down to talk to us about how AI, NLP, and Machine Learning are being fused together so we can move from a reactive to a proactive support model.
AI and Customer success with Mary Poppen
January 04, 2022 22:00 - 33 minutes - 22.8 MBMary Poppen is a world-class CX & EX leader, speaker, and author as is the newly minted Chief Customer Officer at involve.ai. Aarde and I sit down with her to talk about how involve.ai is using AI technology to blow the lid off customer success.
Customer Experience of Today – from Farm to Valley
December 23, 2021 18:00 - 42 minutes - 29.4 MBFrom farm girl and factory worker in Michigan to Silicon Valley executive, Maranda Dziekonski, Chief Customer Officer at Swiftly, has seen it all. Join us as she shares how she’s tackling the issues of today like; the great resignation, hiring frameworks, and leadership development. Plus lessons learned from failed start-ups along the way.
The Behavioral Science behind the Customer Experience
December 22, 2021 17:00 - 39 minutes - 27 MBDigital transformation for CX is here and today we talk to AJ Triano, EVP of Customer Experience at Syneos, about how they’re helping clients navigate the digital CX for healthcare. AJ dives into the behavioral science behind CX and how trust, empathy, and listening are instrumental in getting it right.
Chromebooks in the Contact Center? You go Google!
December 14, 2021 19:00 - 38 minutes - 26.6 MBJoin us today as we talk with Jimmy Riordan and Sajed Sahni from Google about how they’re bringing Chromebooks to the channel and what’s new with Chrome OS.
Nail it Before you Scale It!
December 10, 2021 19:00 - 36 minutes - 25.3 MBWhat a great podcast with Andrew Rios, Director of Technical Services at Turntide Technologies. Tune in as he talks about building a team from scratch, lessons learned through his 22 years of CX leadership, and how they’re “nailing it before scaling it” as they grow their support organization.
CX in Media
December 03, 2021 19:00 - 33 minutes - 23.1 MBToday Lindsay Pasto, Direct of Customer Success North America at TVbeat, sits down to talk about how customer success has been adopted by media companies. We cover the challenges faced, how tech is playing its role, and why CX is the new kid on the block.
New Contact Center Tech – Little Fish in a Big Pond!
November 22, 2021 18:00 - 45 minutes - 31.6 MBGartner will always have the “big” contact center players in their quadrant, but what about those newer niche players that have great tech but not the big name yet? Darren Prine, of Cloud Tech Gurus, has found them and is bringing their tech to the contact center world. We sit down with Darren to talk about how the contact center tech is changing and how those newer players are making a difference.
Creating a Great Member Experience at Virgin Pulse
November 16, 2021 23:00 - 41 minutes - 28.9 MBVirgin companies have always been known for creating great cultures, today’s guest continues to carry that torch at Virgin Pulse. Today I sit down with Michael Pace, Senior Director – Global Member Service, at Virgin Pulse to talk about his specific support framework to create a great member experience. When Michael is not creating great member experiences you’ll find him volunteering as the president of the Northeast Contact Center Forum, a non-profit designed to facilitate the exchange of ...
Creating a Great Member Experience at Virgin Pulse
November 16, 2021 23:00 - 41 minutes - 28.9 MBVirgin companies have always been known for creating great cultures, today’s guest continues to carry that torch at Virgin Pulse. Today I sit down with Michael Pace, Senior Director – Global Member Service, at Virgin Pulse to talk about his specific support framework to create a great member experience. When Michael is not creating great member experiences you’ll find him volunteering as the president of the Northeast Contact Center Forum, a non-profit designed to facilitate the exchange of ...
Creating a Great Customer Experience
November 12, 2021 20:00 - 35 minutes - 24.3 MBFrom health scores to change management, Saood Shah, VP of Customer Success at Terminus, talks to us about how he’s taking his organization to the next level through exceptional customer experience. Listen in as he goes through the HOW of crafting the right experience for the customer.
A Guided CX with Glance Networks
November 05, 2021 14:00 - 34 minutes - 24.1 MBThe DIY model for digital CX support only goes so far, but with a DIT (together) focus organizations are separating from the pack when it comes to the customer experience. Today we talk to Tom Martin, CEO at Glance about how they’re taking this digital experience to the next level by recognizing that people want help during their own CX journey and how Glance is bridging the human and digital experience.
Rise of the Machine - The AI & Human Relationship
November 05, 2021 14:00 - 40 minutes - 27.8 MBWith AI continuing to be a hot topic Aarde Cosseboom and I sit down to talk with Jeff Kirchick, VP of Sales at XSELL Technologies to get his take on why you’ll still need humans. The machines are not taking over but it is a piece of the CX puzzle if you can do it right.
B2B Customer Success – Where are we headed?
October 27, 2021 15:00 - 32 minutes - 22.3 MBToday we sit down with Ziv Peled, recently named a 2021 Top 25 Customer Success Influencer, to talk about how he’s transformed AppsFlyer and where he sees the future of customer success. Listen in as he digs into CS ops, tracking relationships, and what he’s learned along the way.
The Home Depot Keeping Culture #1
October 21, 2021 19:00 - 40 minutes - 27.7 MBIt’s not every day we get to peek behind the curtains of a Fortune 20 enterprise. Today we were lucky enough to sit down with Michael Jones, Sr. Director of Customer Care to learn how The Home Depot has stayed true to its mission of taking care of its people and their customers. We tackle everything from customer care and support, culture, and how their leaders have shaped the company.
Demystifying the Outsourcing of Contact Centers
October 19, 2021 14:00 - 46 minutes - 31.9 MBToday we’re talking all about outsourcing. Fred Stacey has spent the last 26 years in the contact center outsourcing business and today we had the chance to sit down and learn from one of the best. Fred dives into the current trends in outsourcing, how customers are pushing their tech stacks to the BPOs, what markets are up and coming, and other tidbits around the industry.
Demystifying the Outsourcing of Contact Centers
October 19, 2021 14:00 - 46 minutes - 31.9 MBToday we’re talking all about outsourcing. Fred Stacey has spent the last 26 years in the contact center outsourcing business and today we had the chance to sit down and learn from one of the best. Fred dives into the current trends in outsourcing, how customers are pushing their tech stacks to the BPOs, what markets are up and coming, and other tidbits around the industry.
Battling Churn with Health Scores
October 15, 2021 17:00 - 39 minutes - 26.9 MBWhat a pleasure it was talking with Erin McDaniel. She brought the truth today when it comes to customer success. From managing churn to creating relevant health scores, Erin has the expertise to get it done. Listen in as she draws from her experience in the corporate and startup world.
Security Company looks to scale and move upmarket – with technology.
October 14, 2021 14:00 - 39 minutes - 27.4 MBToday we had the pleasure of sitting down with Justin Strackany, Chief Customer Officer at SecureLink to talk about how he sees technology and AI paving the way for customer success. We’re in the early days of customer success with very few playbooks to draw from…and for a multi-product company, it’s even more challenging. Listen in as Justin takes us into his approach and thoughts on how to drive revenue and continue to push for a great customer experience across all departments.
Security Company looks to scale and move upmarket – with technology.
October 14, 2021 14:00 - 39 minutes - 27.4 MBToday we had the pleasure of sitting down with Justin Strackany, Chief Customer Officer at SecureLink to talk about how he sees technology and AI paving the way for customer success. We’re in the early days of customer success with very few playbooks to draw from…and for a multi-product company, it’s even more challenging. Listen in as Justin takes us into his approach and thoughts on how to drive revenue and continue to push for a great customer experience across all departments.
Architecting CX to Solve the CX Dilemma
October 11, 2021 20:00 - 38 minutes - 26.1 MBPeter Armaly has decades of customer experience knowledge and has been at the forefront of its evolution. Today we learn how he is creating customer centricity at Oracle through training and leadership to create value and push the boundaries of customer success.
Leading in an Influencer World
October 08, 2021 14:00 - 39 minutes - 27.3 MBToday we’re joined by Joshua Harbo, Director of Product Support at CreatorIQ to talk about leadership and influencer marketing. The influencer industry is changing at a rapid pace and support has to keep up and why support ultimately creates the best customer experience.
Leading in an Influencer World
October 08, 2021 14:00 - 39 minutes - 27.3 MBToday we’re joined by Joshua Harbo, Director of Product Support at CreatorIQ to talk about leadership and influencer marketing. The influencer industry is changing at a rapid pace and support has to keep up and why support ultimately creates the best customer experience.
Customers are Demanding and Impatient – How do we keep them?
October 05, 2021 18:00 - 42 minutes - 29.1 MBCustomer 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.
It’s NOT just the Customer Experience anymore!
September 30, 2021 19:00 - 38 minutes - 26.4 MBThat’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.
Restaurants Charging Hard into Digital Transformation
September 28, 2021 19:00 - 44 minutes - 30.9 MBAfter 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.
Finding Success at CROCS
September 22, 2021 16:00 - 40 minutes - 27.8 MBBrian 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.
The Importance of Soft Skills in IT
September 20, 2021 17:00 - 36 minutes - 24.9 MBFor 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.
Breaking through with Customer Success
September 14, 2021 20:00 - 39 minutes - 27.3 MBListen 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.
Leadership & Change Management - Lessons Learned
September 09, 2021 21:00 - 43 minutes - 29.7 MBDominic Marci 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.
Leadership & Change Management - Lessons Learned
September 09, 2021 21:00 - 43 minutes - 29.7 MBDominic Marci 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.
Tackling security and architecture at a University
August 17, 2021 13:00 - 30 minutes - 21.3 MBRobert 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.
Tackling security and architecture at a University
August 17, 2021 13:00 - 30 minutes - 21.3 MBRobert 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.
AI, Security and Process Improvement
August 11, 2021 14:00 - 44 minutes - 30.7 MBAI 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.
Using AI to Make Great CSMs
August 05, 2021 21:00 - 45 minutes - 31 MBWe 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.
Zoom & Five9!?! The Good, The Bad, the Ugly
July 29, 2021 18:00 - 54 minutes - 37.3 MBToday 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.
Leadership, Teamwork and Technology with Mike Sasaki
July 21, 2021 10:00 - 44 minutes - 30.6 MBZero employees churn? How’s that possible…tune in as we sit down with Mike Sasaki, Global Head of Customer Success and Support at Mitek Systems to talk about leadership, the lessons he’s 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 after there’s a strategy.
Learning about Contact Center Automation Software with Jacada
July 20, 2021 21:00 - 43 minutes - 29.8 MBScott Merrit and Kumaran Shanmuha dive into the challenges of running complex contact centers and the complexity that comes with them. They’ll explain how Jacada is tackling this problem by using real-time agent assistance to equip agents with the information they need when they need it.
Set Expectations and Beat Them
July 15, 2021 17:00 - 39 minutes - 27.3 MBWe’re talking CX with David Katzman, Head of Customer Experience and Strategy at Onshape. He’s bringing some very interesting ideas to the CX and Strategy landscape, lessons learned from years of his time at Deloitte, and how he’s keeping a pulse on the CX health score for their clients.
Eye Opening… AI is taking over
July 13, 2021 21:00 - 42 minutes - 29.5 MBTEDx Talks speaker Tyson McDowell sits down with us to talk about why AI is driving society to a dark place, how we have more control than we think and what he and his team are doing in trying to a better internet into fruition. Click the link in the comments below to listen to Tyson’s TEDx Talk.
Security should be keeping up you up at night
July 07, 2021 21:00 - 40 minutes - 27.7 MBJohn Walker is a seasoned IT professional and we had the honor of sitting down with him to get his take on security, software development, and how he keeps his organization on the leading edge of technology.