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Tech People

Tech People

By Ken Coyne

At the heart of any success story are the People who made it happen. Diversity, creativity, and innovation, when nurtured in people, can lead to an unbeatable formula. This series of interviews share the experiences of some truly inspirational leaders on their journey to customer success.
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Technology Trends in Japan

Tech PeopleDec 02, 2020

00:00
27:03
Mastering the Art of Enhancing NPS!

Mastering the Art of Enhancing NPS!

Struggling with low customer loyalty and a stagnant NPS?

This episode of Tech People is your key to unlocking explosive growth! Join us as we chat with CX expert Zanna Van Der Aa. She'll reveal the FASTEST ways to skyrocket your NPS, expose common pitfalls businesses make (and how to avoid them!), and share practical strategies to turn passive customers into fans. Learn how to leverage data, empower your employees, and use NPS to drive continuous improvement.

Ready to transform your customer experience and see your NPS soar? Press play and get ready to take notes!

Mar 27, 202433:20
Revolutionizing the BPO Industry with Digital Technologies and Subscription-Based Models!
Mar 20, 202423:18
Fan Feedback and Business Impact: A Game-Changing Duo

Fan Feedback and Business Impact: A Game-Changing Duo

Let's take a different approach! What's the connection between football and CX? This week's guest will tell us all about it! 

Meet Greg Uglioni, also known as the CX goalkeeper! Discover the strategies behind fostering fanatical customer loyalty and cultivating a winning team culture.

Get ready for a game-changing episode that merges the world of sports with business insights!


Mar 13, 202418:47
AI Marketing: the Future of Customer Engagement!

AI Marketing: the Future of Customer Engagement!

Ready to discover the future of marketing? This week it's time for AI marketing! 

Meet Kevin Neary, an expert with a proven track record of balancing cutting-edge technology to drive business success. Explore the revolutionary impact of AI on customer engagement, from hyper-personalisation to predictive analytics and beyond.

Don't miss out - listen and learn all about AI-driven marketing!

Mar 06, 202426:54
The Future of B2B Payments: Embracing Digital Solutions!

The Future of B2B Payments: Embracing Digital Solutions!

Join me in this week's episode of Tech People with Brian Lawlor, Group Chief Commercial Officer at B4B Payments – A Banking Circle Group company. 

With over 20 years of industry expertise, Brian unravels the challenges and trends in B2B payments. Understand the transformative power of seamless cross-border transactions and the shift towards digital solutions. From the decline of traditional banking to the rise of virtual cards, Brian shares insights about the B2B space. 

Listen to strategic advice for businesses considering B2B Payments and look into the future of AI in the payments industry. Don't miss it!

Feb 28, 202423:15
Cultivating Cool: Nurturing Internal Vibes for Company Success

Cultivating Cool: Nurturing Internal Vibes for Company Success

There’s no company without a culture. Whether it’s considered a crucial aspect or completely disregarded, it is there to stay. So, what should we do to foster a culture that’s beneficial to everyone within an organisation?

In this week's episode of TechPeople, we’re joined by Shelley Shaffery, a seasoned DevOps lead who's not only shaping technological advancements but also revolutionising workplace dynamics. Shelley will be sharing her firsthand experiences and success stories in creating a more positive and collaborative atmosphere within her organisation.

Tune in to learn about the innovative initiatives she's spearheaded and the strategies behind building a thriving internal community!

Feb 21, 202430:38
Seeds of Success: Investing in Early-Stage Culture
Feb 13, 202427:15
What kind of internet do we want our children to inherit?

What kind of internet do we want our children to inherit?

On this episode of Tech People, we're on a quest to understand the intricate web of AI and tech trends shaping our online existence. Lindsey Witmer Collins, Founder & CEO of CSM at WLCM App Studio and our expert guest, allows us to understand the challenges and opportunities of innovation and the responsibility that follows.

How can we ensure a positive digital inheritance for future generations? Can we create a tech legacy without compromise? Tune in to find out!

Feb 07, 202434:31
Gen Z Cyber Attacks - What You Need To Know!

Gen Z Cyber Attacks - What You Need To Know!

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 stay ahead in the world of cyber threats!

Jan 23, 202417:28
CX Innovation: Reimagining the Customer Experience!

CX Innovation: Reimagining the Customer Experience!

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 growth flywheel in companies. Discover how syncing culture evolution with design work is not just helpful but vital for a substantial return on customer experience (CX) investments.

Tune in and deepen your understanding of the CX and EX synergy!

Jan 16, 202431:46
Why DeFi Matters!

Why DeFi Matters!

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 Money 2020 to what drives his exploration of decentralised finance, this episode is all about the intersection of technology and finance!

Jan 09, 202413:54
How to Overcome the Negative Impacts of Technology on Children!

How to Overcome the Negative Impacts of Technology on Children!

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 experience, shares insights on the aspect of responsibility. Discover practical tips on setting boundaries, cultivating healthy tech habits, and fostering open dialogues about online safety.

Whether you're a parent, educator, or simply invested in the future of our youth, this episode is your guide to understanding and harnessing technology's influence on children's lives. Tune in and empower yourself with knowledge on shaping a positive digital future!

Jan 03, 202418:01
Leadership Principles - It's not about what you think, but rather, what you believe

Leadership Principles - It's not about what you think, but rather, what you believe

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 insights that can elevate your leadership skills. Tune in now to explore the dynamic intersection of belief and leadership.


Dec 27, 202329:58
AI: The Future of Startup Coaching For Founders!

AI: The Future of Startup Coaching For Founders!

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 exciting future of startup coaching and the transformative role of AI in empowering entrepreneurs to reach their full potential.

Dec 20, 202319:18
Managing Remote Customer Support in APAC: Lessons Learnt!

Managing Remote Customer Support in APAC: Lessons Learnt!

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 effective strategies and essential tools, we'll explore the intricacies of building successful remote customer support operations in this region.

Prepare for a deep dive into the nuances of remote team success!

Dec 13, 202329:13
Web3 Unveiled: Unlocking the Transformative Power of Decentralized Technology!

Web3 Unveiled: Unlocking the Transformative Power of Decentralized Technology!

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 INFO

Arc Website: http://arctai.com

Arc LinkedIn: https://www.linkedin.com/company/arctai/

All MVMT Links: https://linktr.ee/mvmt.media

Medium: https://medium.com/@mvmt.media

MVMT Website: https://mvmt.media

Dec 06, 202337:36
Calling All Board of Directors: Solve your challenges with a renewed focus on the customer!

Calling All Board of Directors: Solve your challenges with a renewed focus on the customer!

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 mission of service enhancement, highlighting the necessity to address systemic challenges throughout the organisation. Outstanding service extends far beyond customer service teams; it's a company-wide cultural commitment.

Stay tuned to uncover the art of nurturing a customer-centric culture and the pivotal role of board-level engagement.

Contact Carle at: cdhenry3@gmail.com

Nov 22, 202319:41
A Guide to Entering the US Market for Founders!

A Guide to Entering the US Market for Founders!

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 entering the U.S. market, from building crucial connections to making strategic decisions.

Discover the knowledge and strategies required to successfully navigate the U.S. market!

Nov 08, 202320:55
How to Measure Psychological Safety?

How to Measure Psychological Safety?

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 organisations. Chantel's diverse background, from handling sensitive survey data to her academic journey into applied sociology, brings a fresh perspective to the discussion.

Oct 25, 202329:03
AI will not eliminate jobs!

AI will not eliminate jobs!

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 experiences when it comes to creating unforgettable customer experiences.

Listen in to discover the potential of AI-driven chat and conversational models. Explore how AI can streamline operations, elevate customer satisfaction, and address ethical considerations, from boosting efficiency to preserving user privacy.

Oct 11, 202333:39
The Foundation of CX in Home Lending!

The Foundation of CX in Home Lending!

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, 202321:57
Adapting Your CS Strategy to Exceed Customer Expectations!

Adapting Your CS Strategy to Exceed Customer Expectations!

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 us as we discuss the integration of AI and the possibilities of self-service!

Sep 27, 202314:32
Fintechs: Do I Buy, Build, or Lease Software?

Fintechs: Do I Buy, Build, or Lease Software?

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 should be considered when making software choices. He highlights the importance of aligning software decisions with business goals and explores the benefits and risks associated with each option. 

This episode provides practical advice for navigating the complex landscape of software decision-making in the finance industry, from cost considerations to scalability and vendor management. Join us as we unravel the mysteries of software choices and learn how to leverage technology for success and growth.

Sep 13, 202321:24
How to Ramp Up Your Customer Support for Seasonal Demand!

How to Ramp Up Your Customer Support for Seasonal Demand!

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 tech that keeps Balsam Brands ahead of the curve. Learn how Bernie's 17 years of experience in strategic direction and scalable systems have helped the company to succeed. From navigating the surge in customer inquiries during the holiday season to leveraging technology like AI for enhanced customer support.


Tune in as we discuss Balsam Brands' personalized shopping experience and their vision for the future!

Sep 06, 202315:19
Open Banking And AI: Everything You Should Know!

Open Banking And AI: Everything You Should Know!

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, fostering a thriving ecosystem of innovation. Daniel sheds light on how third-party apps and fintech can leverage open banking data to build user-friendly applications, liberating users from the confines of traditional banking portals.

Be part of the fintech revolution and tune in now! Subscribe to the Tech People podcast and join the community to stay ahead.

Aug 02, 202312:42
Money 20/20: Top Trends From The Payment Industry!

Money 20/20: Top Trends From The Payment Industry!

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 dive into the future of payments, examining emerging trends such as embedded payments, the potential of AI and biometrics, and the importance of adaptation to stay ahead. 

Join us for Gideon’s expert perspective and uncover the current state and future prospects of the payments industry!

Jul 26, 202318:11
How are business leaders using AI/ML to improve customer experience?

How are business leaders using AI/ML to improve customer experience?

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 recommendation systems and sentiment analysis, AI has become an indispensable tool for companies seeking to understand and cater to their customers' needs.

Join us to understand the role of AI in enhancing customer experiences and decision-making processes, as well as the ethical considerations that come with this rapidly advancing technology!

Jul 12, 202321:56
Is AI Coming For My Job & Even My Life(Style)?

Is AI Coming For My Job & Even My Life(Style)?

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. While acknowledging that AI will indeed replace many jobs, Sri believes that it will also create new roles and opportunities, balancing the situation.

As we delve deeper, Srikant expresses his concerns about the potential misuse and challenges associated with AI. Drawing a parallel, he compares AI to a powerful but potentially dangerous tool, much like a nuclear bomb that can be harmful in the wrong hands. To mitigate these risks, Sri emphasizes the importance of implementing regulations to ensure responsible AI usage.

Join us for this thought-provoking episode as we navigate the advancements of AI while keeping in mind the necessity of responsible and ethical implementation.


Jul 05, 202323:43
CX Tech Trends from Customer Contact Week

CX Tech Trends from Customer Contact Week

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 to discover how technology is shaping the customer service industry and helps to ensure customer satisfaction.

Jun 28, 202312:59
How to Build CX into Your Startup?

How to Build CX into Your Startup?

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 experience. She will also go over what she focuses on while working with start-ups, and what is important to understand during the process of implementing CX into your company.


Get ready to learn how to create exceptional experiences for your customers as we dive into this captivating conversation with Ty Givens.


Jun 14, 202325:40
Addressing CS in the Current Market with Paypal!

Addressing CS in the Current Market with Paypal!

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 his customers to use PayPal for all their volume. I loved listening to his focus on people and learning how they shifted from a responsive to a proactive approach when dealing with customers such as helping them to leverage real-time data from Paypal.


It was also very exciting to learn about his future plans and his thoughts on AI. This is a must-listen for anyone looking to improve their customer success. As Rik says 'Never Stand Still', which is how they work at Paypal. Enjoy the show🙂.


#payments #customer success

Jun 08, 202314:59
Is banking affecting people's well-being?

Is banking affecting people's well-being?

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 balance, individuals often impose unnecessary pressure on themselves. Learning the art of saying no and setting boundaries becomes crucial in managing workloads and prioritizing well-being.

Furthermore, Remco highlights the shifting landscape of fintech, where the focus has evolved from disruption to complementing existing services. Rather than introducing entirely new concepts, fintech companies are now dedicated to improving and enhancing traditional banking services.


Tune in and discover how our financial stability and mental health intertwine, and learn about the evolving banking industry!

Jun 02, 202334:00
Why Build a Crypto Startup Now?

Why Build a Crypto Startup Now?

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 crypto's future, highlighting increased transparency and institutional adoption as positive developments.

If you're seeking an insider's perspective on the potential of crypto, get ready to listen to Philip's compelling vision!


May 31, 202322:22
Jenna Chau: My CS Journey!

Jenna Chau: My CS Journey!

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 spanning sales, marketing, management, and event management, Jenna brings a wealth of knowledge and expertise to her role.

She discusses the challenges and strategies she employs to maintain a high standard of support. From building playbooks to developing clear guidelines and procedures, Jenna unveils her methods for navigating diverse customer interactions effectively.


Jenna's passion for creating unique customer experiences is contagious. Join us for this eye-opening conversation and learn how she leaves a lasting impression on her customers.


May 17, 202329:36
How to Build a CS Team?

How to Build a CS Team?

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 burnout.

He also emphasizes the significance of remote team building and creating moments for social interaction to build trust and solidarity among team members. In addition, we discuss the importance of measuring success and proving the team's value to stakeholders.


Don't miss out on this episode on building a successful customer success team. Subscribe to the Tech People podcast right now and learn from the best.

May 10, 202324:48
Customer Success Best Practices!

Customer Success Best Practices!

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 that although it can play a vital role in customer retention, it must be integrated seamlessly with human operators. As technology continues to advance, businesses have more opportunities to promote customer retention.

This episode presents a fascinating discussion on client retention and success strategies that any business can benefit from. To learn how to keep your clients and grow your business, be sure to tune in for valuable insights from industry expert Ben Rosenberg.

May 04, 202321:10
Revolutionize Your CX Journey!

Revolutionize Your CX Journey!

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 challenges and select the best BPO for your company.
At InflowCX, they take a data-driven approach to evaluate potential solutions for their clients, using scorecards to make informed decisions. They also offer an 8-week approach to manage the change management process and help ease clients into the transition process.

Whether you're a small startup or a large enterprise, InflowCX provides technology solutions, operational consulting, and BPO consulting for companies of all sizes. Tune in to our latest episode to learn more about how Amy helps companies improve their CX journey and deliver efficient and effective customer service solutions.

Apr 25, 202326:00
The Dos and Don'ts of Scaling CS!

The Dos and Don'ts of Scaling CS!

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-term goals and projects to create value for customers, and effective communication to retain talent. She also provides valuable insights into metrics and their importance, along with future trends in customer success.

Whether you are a startup or a large organization, customizing your strategies to your unique needs is essential to scaling your customer success. Learn from Jo's extensive experience and valuable advice on the Dos and Don'ts of Scaling your customer success. Tune in and gain valuable insights to help you drive customer success and growth!

Apr 12, 202321:14
How to Craft Your Future?

How to Craft Your Future?

If you’ve ever felt stuck or unsure about what comes next, check this episode out! By the end, you will have gained a greater knowledge of how to define what is essential to you, identify your passions and hobbies, and create an achievable strategy for your goals.


This episode of Tech People features Ken Coyne interviewing Colton Chorpenning, a digital nomad and senior interactive producer at Google, discussing his book: "What the F Is Next?".


The book, co-written by Colton and his father, is a practical guide for anyone going through a transition period. It provides a clear and concrete plan for accomplishing both short- and long-term objectives. Colton's method includes determining your priorities and passions, as well as creating goals to achieve them. Colton emphasises the necessity of getting to the heart of what you desire and periodically checking in on your progress. He also stresses the significance of enjoying the path leading up to the goal.

The book is already available on Amazon and will soon be available as an audiobook.


Don't miss out on this episode of Tech People with Colton Chorpenning, where you'll learn practical tips on how to figure out what's next for you.

Apr 05, 202316:33
Will crypto ever be regulated?

Will crypto ever be regulated?

The use and popularity of cryptocurrencies continue to rise, and with that comes the question: how to effectively regulate this digital asset class? Whether you're a seasoned crypto investor or just curious about the future of digital currencies, this episode is not to be missed.

In this episode, I’m joined by Marc Taverner to explore the current state of the crypto market and its regulation. We also discuss the progress made with the approval of the Markets in Crypto Assets (MICA) framework while still emphasising the importance of striking a balance between KYC, AML, and privacy rights. 

Marc works for Xerof, a Swiss-based firm that provides an on-ramp and off-ramp for high-net-worth and ultra-high-net-worth individuals, as well as companies looking to convert large amounts of cryptocurrency into fiat currencies. The company has established business relationships with liquidity providers and private banks to facilitate transactions in a non-disruptive manner. Through transactional business and supporting web3 businesses, Marc hopes to grow Xerof into a multibillion-dollar enterprise over the next five years.


Mar 29, 202319:56
The Underrated Power of Customer Success in Revenue Growth

The Underrated Power of Customer Success in Revenue Growth

Customer success is an often overlooked function in organisations, but it has the potential to be a game-changer for revenue growth.

In the latest episode of the Tech People podcast, Ken Coyne welcomes Growth Engineering's Head of Customer Success, Minna Vaisanen. Minna sheds light on the importance of customer success within organisations. She challenges the traditional view of customer success as a mere support function and emphasises its potential to drive commercial value and revenue growth. 

With her extensive experience in the field, Minna shares valuable insights on understanding customer use cases, providing quantifiable results, and implementing milestone mapping exercises to ensure customers see value. She also highlights the crucial role of customer success in organisations and predicts how data and automation will continue to shape the industry. 

This episode is a must-listen for anyone interested in unlocking the power of customer success to drive growth and increase revenue.

Mar 22, 202322:35
Customer Success - its Real Value and How to Prove it

Customer Success - its Real Value and How to Prove it

Over the last decade, the business world has seen a significant shift towards customer-centricity, and companies are increasingly realising the value of investing in customer success. But what exactly is customer success, and how can it benefit both the customer and the organisation?

This week I’m joined by Jason Noble, the VP of Global Customer Success at Vinli. With over 20 years of executive-level experience leading post-sales organisations, Jason highlights the challenge of defining customer value. Metrics like time to value, NPS, customer satisfaction, and revenue retention rates help track value. Identifying value moments in the customer journey and conducting periodic reviews can ensure customer satisfaction. It's crucial to be selective in surveys and ensure customer comprehension to avoid fatigue. Internally, value propositions that translate to customer value are essential. Jason warns against exceeding expectations at the cost of the business and neglecting external factors affecting customer needs. He also predicts there will be a growing emphasis on value delivery, especially in light of current economic challenges.

Mar 15, 202323:57
Managing CX in a Post-Covid World!

Managing CX in a Post-Covid World!

When Covid struck, many companies were desperately scrambling for ideas to keep associates engaged and productive. How does one manage morale when everyone is working from home? These were unchartered waters.

Today we focus particularly on the initiatives launched at Lasership which ultimately lead to improved communication and an impressive, positive impact on attrition. I’m delighted to be joined by Carle Henry, Vice President of Customer Service at Lasership. With more than 35 years of experience in customer service, he has lots of invaluable insights to share.

Carle set about creating a virtual recognition program. A new team of 8-10 like-minded associates from different levels and different teams were brought together to create and improve culture during challenging times. Surveys were carried out to learn what really mattered. The result? There were daily to annual recognitions, including High Fives and Year End Oscars. They even included a spin off from Some Good News which was a turning point, as  associates began sharing on a personal level, fostering loyalty, commitment and positive relationships. Cooking clubs and photography clubs have been born out of these initiatives. This has been a tremendously successful initiative which Carle discusses at length. Tune in for a truly inspirational story for any CX leader.

Feb 24, 202327:30
CX Predictions For 2023!

CX Predictions For 2023!

Have you ever wondered why somebody gets a Harley-Davidson tattoo? Well on this week's episode of Tech People, I talk with Ken Hughes a CX strategist and consumer behavior analyst whose work focuses on these kinds of questions and the importance of understanding life through the lens of the consumer. 

We look at how CX needs to move away from a transactional view and towards creating an emotional connection with customers. Digital technology has pushed society into a more immersive space, which has led to transactions becoming commodities instead of experiences. AI and chatbots can assist with customer service, but the depth of connection is missing. 

Ken Hughes feels that companies should strive to deepen their connection with customers by instilling values in employees that emphasize making a difference and bringing back the human aspect and increasing channels and touchpoints by outsourcing customer service and finding good partners who are invested in the technology and the future. Whether it's using humor to diffuse difficult situations or an employee going above and beyond to “save” a small child's goldfish, authenticity is essential to consumers. 

Ken Hughes is also a motivational speaker and will be back on tour in 2023, traveling the world and enjoying interactions with live audiences, so be on the lookout for his appearances.  Enjoy the show.

Jan 26, 202332:50
Lessons Learn From Building a Tech Startup!

Lessons Learn From Building a Tech Startup!

90% of Startups fail, so how can you overcome this statistic?

This week Gordan Hempton shares his success and failures on how to build a startup. Gordon is currently the CEO and co-founder of Spot, his 4th Startup, which is a flexible virtual workspace application tailored to companies with remote employees.

He gives valuable insights into his journey to create a successful virtual workspace. As well as the importance of generating revenue early and how important it is to reach out and nurture each customer that signs up.

Gordon also uses his three previous startups as examples on the importance of determining when it's the right time to pivot or shut down a business. Ken and Gordon also focus on Spot's future, which is to continue developing their platform and make it more immersive and connected. This is a fantastic insight into how cutting-edge technology is connecting people and helping us achieve even more, enjoy the show!

Jan 11, 202325:04
How is Industry 4.0 is Advancing Digitalisation?

How is Industry 4.0 is Advancing Digitalisation?

Industry 4.0 is breaking new ground in Digitalisation by making better use of resources, empowering employees, reducing costs, and ultimately increasing profitability with the help of machine learning and AI. 

In this week's podcast, my guest Karim Marucchi who is the CEO of Crowd Favorite, discusses Industry 4.0, the advanced digitalization of manufacturing companies, and the integration of technologies in all aspects of production.

He shares a fascinating case study of how Industry 4.0 can be used to improve efficiency and CX in the construction industry by developing a cataloging system for a construction equipment manufacturer that allows clients to get pricing for projects online, while still maintaining a human connection with clients. This is an engaging look at how new technology is impacting every industry, enjoy the show!

Jan 05, 202318:24
Avoid These CX Leadership Pitfalls!

Avoid These CX Leadership Pitfalls!

As a CX leader are you taking on the entire scope of the customer experience? Is your CX strategy aligned with the strategy of the company? Are key business insights getting lost in big data? Are you taking note of the latest trends and what is the risk or benefit to your business? And crucially are you an effective storyteller able to communicate your CX goals to all levels of your organization?

In this episode, Ken discusses all these topics and more with Jaap Wilms, a thought leader in CX with over 22 years of experience. Jaap is the founder and owner of Wilms & Co., which offers master classes on CX, NPS, and business storytelling. He also serves as a sparring partner for corporate companies implementing CX initiatives, providing advice and assistance with strategy and road mapping. Today Jaap discusses some of the pitfalls in the field of CX, including a lack of alignment with company strategy, a failure to stay up-to-date on trends, the damage of poor internal communication, and how focusing only on the customer journey is just not enough. Check out our conversion to learn more…

Dec 21, 202228:45
How Integrating Data Can Improve Customer Experience

How Integrating Data Can Improve Customer Experience

Companies collect a lot of data from customers and it’s crucial to act upon this information rather than aimlessly cataloging it and allowing the dust to settle! Every touch point gives some insight into understanding the customer and paints a more complete picture informing internal teams about what’s really going on. Once we are clear about what we really want to learn about the customer, companies can make more accurate projections about the future. This is invaluable. Data not only provides insight into product decisions but also assists customer retention efforts and self-service.

This week I’m delighted to welcome Ben Gardner, VP of Customer Support at Drift. Previously, Ben shared his experience of implementing an effective ticketing tool in CX, and today he takes a closer look at why data can be an instrumental tool to enhance productivity and performance. Ben discusses the importance of ingesting every piece of data which contributes to a greater knowledge of the customer experience and how best to react when a red flag has been raised. Fantastic ideas for anyone operating in this space! Enjoy the show!

Dec 01, 202216:00
How To Tell The Real Story Behind Customer Metrics!

How To Tell The Real Story Behind Customer Metrics!

Today we are discussing customer metrics and how one can tell the real story behind them by digging a little deeper. Not only do they reflect customer satisfaction levels but they can also be a very useful tool to support the team at hand. Different companies measure customer success using various metrics such as SLAs, CSAT, and NPS. However, they do not always present a clear picture. 

I’m delighted to be joined by Kevin French, senior director of customer support at Bizzabo. Kevin explains how team metrics can sometimes be excellent but missing SLAs can remain an issue. An unproductive team or a staffing issue is usually behind such a scenario and these need to be addressed accordingly. How then did Kevin turn things around and drive CSAT levels to an all-time high? Right size the team and keep a close eye on global, regional, and individual metrics. This a fascinating insight into the value of looking at customer metrics under the microscope. Enjoy the show!

Nov 17, 202216:01
What is the Future In Retail?

What is the Future In Retail?

It is a tumultuous time for the retail sector. Shoppers' behaviors and expectations have changed dramatically and continue to evolve post-pandemic. How are companies adapting to this new environment and what marketplace solutions are available to secure their future in retail? 

To answer these questions and more, Francois Chaubard, Focal Systems CEO, gives a fascinating insight into this sector. Focal Systems is an AI company, specializing in retail automation. Francois believes their AI capabilities will enable grocery retail giants to become self-driven stores in the future. Focal Systems cameras and AI software scan the store shelves providing the retailer with 100% accurate inventory results. Resources can therefore be invested into better customer services for example and improved technology elsewhere. Ultimately, a self-driven store creates its’ own planogram, reacting in real-time to changes in demand, and supply, adapting pricing, and adjusting promotions. It can drive profitability and reduce food waste and global warming caused by over-ordering. Focal Systems is central to this revolution. This an incredible insight for anyone interested in AI and how the future looks for retail. Enjoy the show.

Nov 11, 202226:11