By Ken Coyne
1. Tech trends
3. Tech delivery
Therefore I created this podcast to interview fellow leaders here, so we can learn from their experience, successes as well as as failures.
I hope you enjoy the podcast
Poland TechnologyFeb 09, 2020
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.
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.
CX Predictions 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.
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!
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!
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, Senior Director of 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!
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!
What is the Future In Retail?
It is a tumultuous time for the retail sector. Shoppers behaviours 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.
Strengthening and Engaging Families through Innovation!
This week I’m delighted to welcome Anieke Lamers, founder of Peekabond to the show. Peekabond is an interactive app that allows separated family members living all over the world to connect and sustain meaningful relationships with younger family members in particular.
Anieke gives a very in-depth insight into the startup journey so far with lots of valuable advice. From the challenges presented by new technologies like blockchain and metaverse to being cost-effective and using existing technologies instead of building, Anieke has lots to share for anyone tinkering with the idea of a new startup.
With a venture capitalist background, she discusses the reality of working with investors today post-pandemic, their goals, and concerns. As always finding the right talent to align with the company mission, communicate remotely, be transparent, and have dynamic outcomes features in our conversation. Crucially, the all-important user, their role, and achieving the right product-market fit is up for discussion here too. This is a bumper-packed episode providing a behind-the-scenes insight into a startup that operates in one of the most relevant spaces for the world we live in today. Enjoy the show.
Why Successful Companies Foster Inclusive Environments!
The major shifts in today’s workforce have put business leaders to the test. Workforce inclusion and a company's ability to be agile have never been so important. Successful companies are those that listen to their workforce and demonstrate an inclusive environment. They are nimble, competitive, and engage in talent marketing.
To discuss much of this topic and more, I am delighted to be joined by Ahva Sadeghi to discuss inclusion in the workplace. Ahva is the Co-founder and CEO of Symba, which provides an all-in-one platform to manage and scale company internship programs. Ahva recalls how remote internships in 2017 were considered an impossibility but this is no longer the case. Companies are now realising the value of early career investment.
Remote recruitment practices provide companies with a stronger reach, tapping into diverse schools and community colleges. Ahva gives a fascinating insight into how companies with an inclusive environment are improving retention and supporting the mental health of their workforce. She suggests some means of measuring inclusion and also provides us with some reasons why the HR community is becoming more aligned. A bumper episode for anyone seeking to foster and reap the benefits of a truly inclusive workplace environment. Enjoy the show!
How 1440 Newsletter Scaled to 2M+ (& growing) Daily Subscribers!
This week we turn our attention to the success story behind the 1440 Newsletter which boasts almost two million subscribers at a time when fewer and fewer Americans trust News outlets. Busy professionals require unbiased news without motive. Tim Huelskamp, co-founder, and CEO of 1440 Media outlines some of the essential criteria which have led to 1440’s success. He states the importance of knowing, understanding, and delivering for the user and the importance of achieving a 40% retention rate before scaling and monetisation can take place. If this all-important open and retention rate is not reached, the business model is ultimately doomed to fail. Tim discusses the challenges he is confronted with and stresses the importance of being laser-focused on creating and delivering the best product in the world. This a fascinating insight for any budding entrepreneurs in this space or indeed in any industry. Enjoy the show!
The Power of Digital Marketing!
This week we are turning our focus to the power of digital marketing. Marketing has always been about connecting with your audience in the right place and at the right time. Today, that means you need to meet them where they are already spending time on the internet.
I’m delighted to be joined by Courtney Rambo, one of the Co-founders and Directors of Intellitonic, an SEO and digital marketing agency. Courtney provides a thorough insight into the background of creating an effective digital marketing tool.
She outlines the importance of understanding where the company is currently positioned and where the competitors are. She examines several elements such as the strengths and weaknesses, the particular industry, how the website appears, and the use of keyword research to serve as a backbone of the overall strategy. Courtney outlines how keywords determine content and she takes a look at budgeting and results when using a paid platform. Finally and importantly what were the challenges they faced on the journey to establishing Intellitonic and how does the future look. This is a bumper show that provides a fascinating insight into digital marketing as an invaluable asset in any company’s success. Enjoy the show!
How Qualified Leveraged a Simple Model to Drive Revenue and Pipeline for their Customers!
In the post-pandemic world, we live in today, the company website has become the core strategic asset. Effective conversational sales and marketing which take place via the website are driving more qualified leads in the customer pipeline. To discuss this essential element of the customer success journey I speak to Dan Darcy Chief Customer Officer at Qualified. Qualified enables companies to have valuable conversations with the right people using the website as the digital store frame. Qualified success architects do whatever it takes for customers to realise the value and role of the investment with Qualified. How has this been achieved? What model has been adapted and what are the future challenges? Get fired up, genuinely care about the success of customers and let the expansion numbers speak for themselves! Enjoy the show!
People & Culture, The Key to Success in CX!
This week I’m delighted to discuss company culture with Wren Cotrone, Director of Customer Support at Agiloft. Wren believes that culture is the most important aspect of running a department. Over his career, Wren has seen the good, the bad and the ugly, including toxic red flags, so he’s got plenty of wisdom and advice to share. Treating people with respect and dignity, providing the best tools, and procedures can empower a workforce leading to personal success. Ultimately, this trickles down to, and manifests itself as an amazing customer experience. Wren points out how research such as the Forrester 2020 Report are playing their part, highlighting why companies can no longer neglect to invest in culture. A fascinating insight, where the stakes have never been so great. Enjoy the show.
Embracing LGBTQIA+ Into Your Digital Strategy!
Diversity and inclusion are widely recognised as key elements to any company's success. So why and how has advertising’s exclusion of the LGBTQIA+ online community come about? What impact is this having on LGBT creators who voice the community online?
To discuss this topic in greater detail, I’m delighted to be joined by Alex Parmar-Yee. Alex is responsible for Strategy at Awin UK and is also the author of the article “Embracing the LGBTQIA+ online community as part of your advertising strategy”. Alex is an advocate for a more inclusive society with the mantra that diverse teams produce better results. Publications have begun to disappear, creators are failing to monetise, and there is a diminishing level of online content. Brand safety lists have been instrumental in bringing this about. However, Alex believes that working with a partnership approach and engaging with more creators can lead to more brands embracing the community on a day-to-day business level. If brand safety moves towards understanding content as opposed to using lists of words such as gay, lesbian, etc will also bring about a positive change. A fascinating insight, enjoy the show.
How To Implement An Effective Ticketing Tool in CX!
It’s never an easy decision to move from one technology system to another in CX. Harvesting critical information to ensure customers are better served is of paramount importance but when the data isn’t always accurate, alarm bells begin to ring and the need to change becomes a lot clearer. To throw some light on the subject, I was delighted to have a conversation with Ben Gardner, Senior Director of Support at Drift who has first-hand knowledge when it comes to overseeing such a system transition. The move involved leaving Zendesk for Salesforce.
Ben gives a thorough overview of the entire process from start to finish. From why hiring somebody with the sole purpose to manage the service cloud implementation and manage the system thereafter was the best option, to the challenging bumps, and lessons along the way. Communication and sincere dialogue became key when addressing the concerns of internal users and Ben learned this the hard way. A fascinating insight with much wisdom and advice on offer. Enjoy the show!
How to Craft a Successful Customer Story!
When companies successfully understand the customer story and their conversations with customers, they can better shape the customer journey. This leads to more engaged customers that are passionate about who they are buying from.
To discuss this fascinating and critical topic in greater detail, I am delighted to be joined by Ben Rosenberg, Co-Founder of Rosencall Consulting. With over 12 years of experience in CX, Ben highlights the importance of measuring and understanding how the customer interacts with every facet of a company. He discusses the importance of communication channels and using the correct tools and mechanisms to understand the data. Feedback is at the heart of everything you do as a support organisation and providing feedback via the correct support mechanisms is crucial.
We discuss some of the common pain points and how the future looks in a more automated but human-driven customer experience. Enjoy the show!
Strategies to Attract & Retain Employees Post COVID!
In today’s fiercely competitive business landscape, success hinges much on the retention of employees. It is the people who are emerging as key competitive differentiators and retaining the talent has become a matter of paramount importance.
To discuss this phenomenon in greater detail, I’m delighted to be joined by Gary O'Connell, Vice President of Support Services at EMEA Sophos. Gary highlights the ever-shifting landscape of recruitment post covid pandemic. The candidate pool has been transformed given remote working possibilities from around the world.
However, establishing meaningful engagement between the company and its employees is challenging. Employees can feel isolated and disconnected and when constantly faced with such an array of new career opportunities, attrition is on the rise. Gary is dealing with these challenges head-on with a variety of creative initiatives. Introducing a new role known as an Employee Success Manager and The Buddy System are two critical strategies that are helping to combat attrition rates. With full-time remote working more popular than hybrid models, it is the new working norm. Companies now face the difficulty of trying to establish meaningful engagement with employees as they are consistently approached for new roles, never has the competition been greater or more intense. Tune in to discover the best survival skills.
Boost Growth and Satisfaction through CX Processes
Today’s economy is governed by the customer. Your customers choose exactly when and how they want to engage with your organisation. Thus the stakes have never been higher when investing in customer experience. Your internal processes impact the overall experience you deliver to your employees and your customers. Unfortunately, it’s often challenging to pinpoint where processes are causing problems or when and how is the right time to scale these processes.
To examine this in greater detail, I am delighted to be joined by Manuel Harnisch - Vice President, of Customer Service at People Data Labs. Manuel outlines precisely what a process is, its uses, high/low impact, frequency scenarios, and when is the right time to scale. We look at the pitfalls of scaling too soon and how human psychology plays a role. Finally, the million-dollar question, Build vs Buy, a future with human-assisted automation and millennials' contributions. It’s a bumper episode and a must for anyone in the customer services space.
What Makes Customer Service a Unique Category in Machine Learning?
This week Alan Rich, CEO of Y Meadows offers a fascinating insight into some of the most up-to-date technology which offers real value in customer support. Alan provides an overview of Natural Language Processing and Robotic Automation Systems. This technology determines the intent, performs entity extraction and determines the sentiment of tickets, and ultimately routes their journey. Natural Language Processing is constantly improving, delivering new functionality, helping agents to become more productive and build real relationships with customers. A must-listen for anyone in the customer support field.
Why Diversity and Inclusion Really Matter!
How Do We Establish A Workplace Environment Where Employees Feel And Believe They Can Thrive? One where daily routines are engineered so that less confident, feel happy to contribute? I’m joined today to discuss this topic with Hans Donckers. Hans is CEO and Co-founder of two companies JiGSO and Beanmachine. The latter being a consultancy firm in Organisational Development and HR. He states that when addressing diversity and inclusion in the workplace today, we must look beyond more traditional issues of gender equality for example. When shy people feel safe and comfortable in the workplace the personal risk associated with speaking up becomes lower, therefore the richness and contributions of everyone are captivated. More sharing leads to a collective team win which is a company win! Excellent ideas for anyone seeking to nurture a fair and safe place by prioritising diversity and inclusion. Check out our conversion to learn more....
How to Enhance your CX using Chatbots and Smart Conversational AI!
In any consumer-focused business, you’re asked to deal with more requests, more expectations, and faster conversion, every single day. To meet this staggering challenge, chatbots are rapidly becoming a must-have to drive efficiency, and truly multichannel with the power of conversational AI. To discuss more about this, I’m delighted to be joined by Amy Behbehani - Senior Director, Customer Service, and Operations at Uplift. With years of experience in building call center strategies and initiatives across different platforms Amy has experienced and seen it all in the fascinating world of chatbots. Check out Podcast to learn how Amy is using chatbots to interact with customers up to 500 times a day...
Leverage Process & Technology for the Best CX Experience!
It really is all about the customer journey! In a report from Accenture in which they surveyed 8000 consumers around the world, 91% of those polled said that they are more likely to do business with brands that remember, recognise, and provide them with relevant recommendations and offers. There can be no personalisation without data. Never before has process and technology been such a critical element in improving CX and increasing customer lifetime value.
I’m delighted to be joined by Rory O’Brien, Director of Customer Experience at Tonkean. Together we look at the specific areas where leveraging technology boosts a company’s CX efforts. From data collection and interpretation to tracking and adjusting CX action, to chatbots in real-time. Let’s get straight to it then, enjoy the show!
Let's Be Proactive When It Comes To Customer Experience!
How can we build a highly proactive Customer Experience? One which reduces and potentially eliminates tickets or issues on the customer support side of the business? This is exactly what my guest speaker today discusses. Niloy Chakravarty is the Director of Global Customer Support at Parsable. Since joining Parsable Niloy has identified the right model to secure future success. Creating a proactive customer experience has become his key goal, capturing and acting upon the customer's voice to avoid any later difficulties. Niloy shares this journey of moving from a reactive to a proactive model, what obstacles he met along the way, and the crucial role of data in setting any company on the road to customer experience excellence. Enjoy the show!
Customer Journey - Improve Your Product and Connect With Your Customers!
Creating a great customer experience for your business requires more than just good customer service. It requires getting to know your customers and how they use your product and this is exactly what my guest speaker has achieved.
I'm joined by the Head of Customer Success at Avatour, Parul Vij Chopra. She describes how they built the customer journey for their new product segment, a 360° view experience, a platform, which enables remote collaboration designed for site meetings.
Parul highlights two key features which enhance the customer journey. How the customer deploys the product and the value add it delivers. Capturing and analysing this information effectively has become the secret sauce for not only enhancing the customer experience but also developing a superior product. It wasn't all plain sailing and Parul shares with me some difficult challenges such as understanding the deployment process across many industries and just how they achieved success here. Check out our podcast to hear more fascinating insights on building a customer journey.
Parul's team is happy to answer any queries you might here via this link.
Superior Technology Enhances Customer Satisfaction!
Companies are continuously searching for ways to improve customer satisfaction. Naturally, technology plays a critical role here. It can be the latest and greatest technology in the market but it also needs to be optimised to ensure happy customers.
I speak to Franklin Bruscianelli, Director of Sales Operations and Customer Service at IPwe, a platform for blockchain-enabled IP transactions. Franklin explains how working in this fascinating and innovative environment has enabled him to utilise the best technologies and solutions to address his customer’s needs.
Tune in to discover his winning strategies :-).
How to Build a B2B CX in Fintech?
User experience has become the face of a company’s brand and one of the key differentiating factors in distinguishing one brand from a competitor. An exceptional customer experience, can lead to better customer loyalty and ultimately, market dominance.
In this week's podcast I welcome back Tomas Sallies, Head of Customer Experience, PagoNxt. In our previous episode, Tomas shared his experience on how to achieve a better online CX in B2C. Now he returns to discuss his latest challenge in building a B2B CX from scratch with a new Fintech company. We look more closely at the challenges Tomas is facing, how he is overcoming them and finally, how he strives to change the B2B experience. Tune in, enjoy!
How Small CX Teams and Budgets Punch Above Their Weight
Faced with challenging budgets, reduced headcounts, and increasingly complex client queries, how is CX evolving to meet these challenges?
In this week's podcast, I speak to Jennifer Castillo aka JC, director of customer support at DocNetwork.org. JC successfully supports more than 450,000 customers with a very small team and a little help from technology 🙂. This is no mean feat, how exactly is she doing it? Tune in to learn more!
The Holistic Customer Experience!
A holistic customer experience is really knowing what your customer's meaningful business results are. Ultimately, this leads to customer loyalty and long-term relationships. Providers want to build such relationships and customers don’t want the costly expense of changing to a new provider.
In this week's podcast, I interview Seth Johnson, Head of Customer Experience at LearnUpon. Seth has a wealth of experience in this sector, and he outlines the critical importance of understanding the one thing that matters to customers.
Seth describes how everybody in every function across the organisation contributes to the customer experience, he outlines some interesting challenges he has encountered and how he overcame such difficulties. Finally realising that the customer’s needs and expectations are constantly evolving and actively discovering these needs are key to the holistic CX.
Check out the podcast for this fascinating insight into the value of a Holistic CX as Seth shares some of the strategies he has deployed and how technology has helped in supporting this.
Top Retail Data Trends for 2022 Revealed!
In this week's Podcast, I check out the latest retail data trends including retail media networks, which has recently seen ad revenues of $31.1 billion for Amazon and $2.1 billion for Walmart in 2021.
How has the retail landscape changed? How are brands adapting and why are retail media networks key to the future of retail are some of the questions I pose to Oliver Klander, Commercial Lead at LiveRamp.
Join us to hear more about the leading retail trends to watch in 2022.
How to Raise Pre-Seed Funding: A Guide to Founders
Founding a startup is one of the most challenging and exciting experiences for any founder, but where does one begin?
What is Pre-Seed Funding? How does it work? How much do I need? How do I prepare, are just some of the questions I pose to Sam Keisner, who is an expert in venture capital and private equity and Founding Partner, GO10x Ventures.
This is a must-listen for any founder as Sam generously shares his expert insights to help founders secure their financial investment.
#founders #funding #startups
Why successful innovation begins and ends with customers
The central aim is to create a customer lead journey across your ECommerce platform. Marleen discusses how to structure a successful customer feedback chain. We look at the essential elements of planning, resources, and the importance of working together with your tech team as crucial components to deliver a customer-focused product/service.
This is a must-listen for anyone that is serious about optimising their customer journey!
How Vauban is opening up the venture capital space
Tune in to our latest episode as we’re joined by Arik Oslerne, the Chief Operating Officer of VAUBAN – a venture capital (VC) and private equity company seeking to democratize the venture capital landscape and break down the barriers to small-scale investing.
Investments, venture capital, and wealth management are all concepts traditionally associated with the ultra-wealthy; those with millions’ worth of capital and a swath of investments offering them high returns; thus, perpetuating the “the rich get richer” cycle we often hear about.
Aided by advances in technology and COVID-19, VAUBAN has been challenging this notion, by redefining the investment space and allowing those with smaller tickets to enter the VC ecosystem and reap benefits previously inaccessible to them.
Learn more about changes unraveling in the world of investing, some of the challenges it faces, and Arik’s thoughts on its future.
Fight for tech talent keeps companies on their toes
In today’s episode, we chat with Louise O’Neill of the Berkley Group, who tells us more about the much-discussed issue of tech talent shortage and the challenges facing recruiters in trying to source such talent.
For reasons such as COVID-19, increasing digitization and the rising number of new tech startups, the scarcity of tech talent has become more apparent than ever. As a result, Louise describes this space as a ‘candidate’s market’, making the fight for tech talent extremely difficult. In order to compete for much sought-after candidates, companies are increasingly required to come up with desirable and innovative packages, not to mention the appeal of exciting projects first and foremost!
Tune in to learn more about this issue and find out what strategies Louise and her team have been employing to overcome this challenge for their clients.
Blockchain: How NFTs are revolutionising sports, art, music, and many more
In this episode, we sit down with Eugene O’Brien, the CEO of Big Fan Collectibles, who sheds light on one of the latest and most exciting additions to the blockchain space – NFTs – and how they have been taking the sports world by storm.
While a lot of intimidating jargon often surrounds this novel piece of technology, NFTs, or non-fungible tokens, are quite simply digital, non-interchangeable digital assets. Think sports cards, drawings, music, or – as Eugene tells us – even tweets. The thing that’s so exciting about NFTs is that they’ve been paving a new way for companies, sports clubs, creators, and artists to engage with their audiences, and do so on a "peer-to-peer " level. NFTs’ main premise is to give buyers something that can’t be copied: ownership rights of the original asset; ultimately giving them a say in the future of the company they’re buying from.
Tune in to find out more about BigFan, NFTs as well as what the future holds in stock for them.
How AllianceBlock is bridging the gap between FinTech and traditional finance
Anders and Matthijs crossed paths a few years ago and quickly connected over their discussions of blockchain and crypto. Aware of its issues, but also the opportunities that lay ahead for the industry, the two set out to create a safe, user-friendly, and collaborative space to meet soaring demand from crypto investors.
Have a listen to learn more about how AllianceBlock has been transforming the space and gradually bridging the gap between Defi and traditional finance.
FinTech Comes to the Rescue of Small Businesses
Research shows that roughly 1 in 3 invoices go unpaid past their due date. As a result, countless small businesses, freelancers, and tradespeople spend a large portion of their time chasing up late payments. The ramifications of this, particularly in the COVID era, can be serious and highly destructive to small businesses trying to stay afloat.
On this week's podcast, I speak to Ravi Jakhodia, the Co-Founder and CEO of Coupay - a FinTech software company on a mission to make late invoice payments a thing of the past. Ravi has decided to reverse the trend, by bringing invoice payments up to speed with our digitally-enabled lives. The podcast provides great insights into payments for small businesses as well as some great takeaways from Ravi on how he set up a new company to address a problem he experienced from buying a car. Enjoy the podcast :-).
#fintech #Entrepreneur #startups
How AdTech is Helping Brands Step Up Their Video Marketing Game
Marketing gurus have been telling us for years that video content is fast becoming the most powerful marketing tool. What they haven’t told us is how to make your content appeal to more than one audience segment - after all, why invest unspeakable amounts of money into a campaign that’s limited by its country of origin’s borders?
Founder and CEO of Think Jam and an indisputable trailblazer in the AdTech space, Daniel Robey, is here to tell us all that marketing experts haven’t - namely how to make the constraints of language and cultural nuance a mere formality rather than an obstacle that could sink a company’s budget. The answer comes in the form of Daniel’s state-of-the-art versioning tool, an incredible piece of technology that enables brands to get their content to the right people, with the right message, at the right time, and do far more with a lot less.
Tune in to hear more about the waves Think Jam has been making in the advertising space.
Successfully Creating Software Products in 2021
In this week’s podcast, we inadvertently touch on a debate that has yet to be settled. Which is more important: an idea or its execution? With countless aspiring entrepreneurs hoping to come up with the next big thing; that will compete with Facebook or Amazon, many also underestimate the skills, capital, and resources required to realise this new product or service.
Trevor Newberry, the Founder of Newberry Consulting and Director of Product Delivery at Harmony Venture Labs, understands better than most the common challenges and pitfalls involved in building a software product as a non-technical founder. There are many ways to self-sabotage when it comes to software product execution. From rushing into the development stage too quickly, failing to diligently validate the product at every stage of the process, to overspending on marketing and advertising. Tune in, to learn more about how to get it right by anticipating and avoiding the stumbling blocks that could lead to software development failure.
From Niche to Mainstream: Blockchain and Crypto Assets Regulation
Blockchain is one of the 21st century’s most exciting new technology. Despite the rapid evolution and adoption of blockchain across many industries, it has presented regulators with the challenge of managing blockchain and crypto assets without hindering their growth.
Such challenges are why associations such as INATBA (International Association for Trusted Blockchain Applications) have become crucial to support regulators in drafting policies that are more innovative than inhibitory. In this week's podcast, I have a fascinating conversation with Marc Taverner, Executive Director of INATBA on the current key issues, solutions, and what the future holds.
How AI/ML is Scaling Automation
In this week’s podcast, I get a fascinating insight into the latest trends in AI & ML with Sean Muller. With nearly 30 years experience in the industry, Sean helps businesses achieve radical growth by architecting innovative digital transformations.
He outlines some of the major challenges and the possible solutions that face the sector today and into the future. An incredibly exciting space with both hugely positive capabilities or devastating potential.
A Realistic Outlook on the Future of Work!
Never before has the entire essence of work evolved so dramatically as it has in recent times. What then could the future hold for workers around the globe? With almost 40% of the US workforce working remotely at the height of the pandemic and the ever-growing popularity of the On-Demand workforce, together with constantly evolving technologies, a new shift is currently impacting every facet of work. In his latest book, “The End of Jobs: The Rise of On-Demand Workers and Agile Corporations” best-selling author and entrepreneur, Jeff Wald offers a realistic prediction of what the near and medium future of work is including the key challenges ahead such as upskilling millions of workers. This is a fascinating insight into the new generation of work and its workers. Enjoy!
Reflections on establishing a start-up in a pandemic - the good, the bad and the ugly
This week I have the pleasure of reinterviewing Greg Watts CEO and co-founder of Findr, one year on from the launch date. Launching a tech business from home in a pandemic was a daunting prospect. Greg shares his invaluable experience on some of the key challenges he overcame including how he successfully secured investors in a new virtual setting, offering not only a lifeline but invaluable advice and support. He also outlines the advantages of adopting a hybrid flexible model which in his experience has led to increased productivity and focus. Findr is an inspirational success story going from strength to strength and a must-listen for any entrepreneur.
Evolving Customer Experience in Fintech
In this week’s podcast, we get a fascinating insight into the world of Fintech customer experience from Tomas Sallies, Head of Customer Experience at Curve. Curve is a London-based Fintech that combines multiple cards and accounts into one smart card and an even smarter app.
Tomas describes the best customer experience as one that never happens. He provides an excellent insight into how his team achieves a better online customer experience, addressing current customer behaviours and expectations. Tomas identifies some of the challenges and possible solutions to overcome these. He also looks to the future with some exciting new plans. Enjoy the show 😀.
The Rise of RegTech
With spending on Regulatory Technology estimated to rise by an average of 48% per annum to $76.3 billion in 2022, our Fintech series continues this week by taking a closer look at regulatory technology with industry guru, Rick Dupree.
As CEO & founder of Riskliance, Rick has held several business, risk, compliance, and operations roles at regional, national, and global financial services firms. He is a contributor to industry articles, panels, webinars and sits on several RegTech advisor boards including Compliance.ai and 4US. With vast experience and a wealth of information to share in this fascinating sector, we discuss the RegTech evolution, current trends, and the future landscape in this rapidly expanding market. Enjoy the show.
How are CTOs Overcoming Key Challenges in 2021?
I recently had the pleasure to talk to Andy Skipper, founder of CTO Craft, the UK’s first learning and coaching network built for engineering managers, CTO’s and tech. Covid-19 has brought a greater need for CTOs to manage the challenge of decreased morale and resilience amongst colleagues. The importance of trust was never so crucial in a new workplace environment. Andy provides the best solutions to overcome such difficulties through effective coaching and outlines a picture of what the future might hold.
Get Up To Speed With Mobile Communication Compliance!
My guest today is Nuri Otus, founder, and CEO of Txtsmarter. Over 6 trillion imessages and 145 billion SMS/MMS messages are sent each day. However mobile carriers do not store text messages. Nuri realised at first hand the risk this poses for businesses. It was a dramatic, life-changing event that led to the creation of Txtsmarter and Nuri has never looked back as his company was recently shortlisted for the 2021 RegTech Insight Awards. Enjoy this very honest recount where success is born out of the darkest of times.
Marketing Essentials for Your Startup!
This week I speak to Richard Rodgers, Global Digital Marketing Director for Agilent Technologies. Richard has always been passionate about start-ups from a young age, forming his first company at just sixteen. With a lifetime of experience in marketing and growing businesses, Richard speaks about the importance of account-based marketing, identifying the right client at the right time, and delivering a message which targets and addresses their specific pain point. In our chat, Richard shares his invaluable advice, his success stories, and his failures along his incredible entrepreneurial journey.
Old Vs New in Fintech!
In this second episode in a special series of Fintech podcasts, we take a closer look at Old Vs New in Fintech, current trends and the exciting prospect of one company’s mission to create one eco system for everyone to trade across without a middleman.
I speak to Anders Christensen, Head of the Avaloq.one Ecosystem at Avaloq. As an experienced banking and Fintech expert, Anders works in the international banking software industry. At Avaloq.one, he focuses on developing the Fintech eco-system, connecting end-client needs to great experiences. Thanks for your invaluable insight Anders. Enjoy!
The Latest Trends in Fintech!
The Fintech industry market value is expected to be $305 billion by 2025 as an increasing number of financial services become disrupted and replaced by new technologies. In my new series of Fintech industry podcasts, we examine the latest technology, trends, and challenges facing this fascinating industry.
My first guest is Dan Feaheny, founder of Feeney Ventures Ltd, assisting and advising the next generation of Fintechs. In this episode, Dan shares his valuable insights from working within various fintechs across the world. We look closely at current trends and what the future holds. I hope you enjoy the interview as much as I have :-).