Beyond the Launch: 911 Customer Success and Implementation Podcast

Episode 14: Turning 911 Innovation into Real-World Impact at Scale What does it actually take to modernize 911, the system most Americans assume is already cutting-edge, but isn't? In this episode of Beyond the Launch, host Ivan Whitaker sits down with Michael Chime, co-founder and CEO of Prepared by Axon, to unpack how a college side project sparked by a childhood brush with an active shooter eve...

How can 911 systems deliver better patient outcomes while reducing unnecessary transports and easing strain on emergency services? In Episode 13 of Beyond the Launch , host Ivan Whitaker sits down with Shanel Fields, CEO of MD Ally , to explore how virtual care, alternative response models, and healthcare innovation are transforming the future of emergency response. As public safety agencies face...

How can 9-1-1 agencies embrace disruptive technology while maintaining trust, reliability, and operational excellence? In Episode 12 of the Beyond the Launch Podcast , host Ivan Whitaker sits down with Reinhard Ekl , COO and Co-Founder of Hyper, to explore the future of technology adoption in emergency communications and public safety. With decades of experience spanning EMS, public safety technol...

Episode 11: Stephen McDonnell on AI, Workforce Management, and the Future of 911 Operations In Episode 11 of Beyond the Launch , host Ivan Whitaker sits down with Stephen McDonnell , President and CEO of WilMac Technologies , to discuss how artificial intelligence, workforce management, and technology adoption are reshaping the future of emergency communications. With more than 30 years of experie...

What does a great implementation actually look like and how do you measure it? In this episode, Ivan Whitaker reflects on his first experience leading an implementation organization and the pivotal question that transformed his approach to customer success: How do we know we're providing great implementations? After discovering that many organizations struggle to define and measure implementation...

In this episode, Ivan Whitaker shares one of the most memorable implementation experiences of his career—a public safety technology deployment in Pinedale, Wyoming, during a severe winter blizzard. What began as a routine go-live quickly became a lesson in perseverance, leadership, and the true purpose of customer success. Facing dangerous road conditions, whiteout visibility, and an eight-hour dr...

In this episode, Ivan Whitaker explores a critical mindset shift in public safety technology: organizations shouldn't focus on implementing software as a service (SaaS)—they should focus on implementing systems. Using a real-world cardiac arrest response scenario, Ivan breaks down the entire emergency response journey, from the moment a 911 call is made to the arrival of first responders and life-...

Episode 10: Purpose Before Profit — The Duty Commercial Partners Owe the 911 Community | Beyond the Launch Podcast What responsibility do technology vendors and commercial partners truly owe the 911 community? In Episode 10 of Beyond the Launch , host Ivan Whitaker sits down with Samantha Hawkins, nationally recognized 9-1-1 instructor, speaker, former telecommunicator, and ECC Engagement Lead at...

Beyond the Launch: Side Story — When I Fell in Love with Customer Success & Implementations What happens when an implementation fails? In this special five-minute Beyond the Launch: Side Story , Ivan Whitaker shares the personal experience that shaped his passion for customer success, technology adoption, and implementation leadership in public safety. What began as a difficult implementation...

In this episode of Beyond the Launch , we explore what it takes to successfully implement and adopt new technologies in the 9-1-1 environment. Public safety agencies are increasingly introducing new capabilities such as language access services, AI-assisted call handling, and coordination with Real-Time Crime Centers. But introducing technology is only the beginning. The real challenge is ensuring...

Most 911 centers are drowning in non-emergency calls, staff shortages, and system overloads, yet few leverage the technology and support needed for long-term impact. Max Keenan, founder and CEO of Aurelion, reveals how innovative support models and a deep understanding of dispatch centers can transform public safety operations. Under Max's leadership, Aurelion's voice AI handles millions of non-em...

Episode 7: Rebuilding the System So It Works for the People Again   The conversation with Jason Klink delves into the challenges of implementing new technology, leadership and culture in public safety, and the critical issue of staffing and retention. It explores the importance of customer success principles in public safety and strategies for rebuilding retention momentum. Jason's insights shed l...

Learn how innovative AI solutions are revolutionizing emergency response. Discover the inspiring journey of RapidSOS and its impact on public safety. ## Why Traditional Approaches Fail The conventional methods of emergency response are often limited by outdated technology. For instance, traditional systems might locate a caller within 60 meters, which is insufficient in urgent situations. Michael...

What if you could transform customer interactions into lasting success? Tag someone who needs to rethink their approach to customer journeys! Today, we're diving into CJ Casuto's powerful question about creating a seamless journey from implementation to adoption. Many organizations treat customer success, implementation, and product adoption as separate phases. But what if I told you that aligning...

Episode Description: In this episode of Beyond the Launch , we sit down with Scott MacDonald, CEO of GovWorx, to explore why the best solutions aren’t built in isolation. They’re built in partnership. Scott shares how engaging customers and partners from diverse backgrounds leads to stronger products, more effective projects, and better outcomes for the people who rely on them, especially in publi...

Episode Description: Most implementations fail not because of technology, but because of energy. In this mini-episode of Beyond the Launch , we explore ten practical and leadership-driven strategies to ignite enthusiasm across your organization during major projects and system implementations. From empowering new voices to building momentum and creating shared ownership, this episode challenges le...

Exploring the Rise of “Customer Obsessed” with Emilee Schulzke Voegele Episode Description In this episode of Beyond the Launch , I sit down with Client Success Strategist and Manager Emilee Schulzke Voegele to explore an emerging term gaining traction in SaaS organizations: Customer Obsessed. As Customer Success continues to mature as a discipline, some leaders are reframing the conversation and...

Hosted by Ivan Whitaker, MBA, PMP What if success wasn’t go-live, but the moment your user partners say, “We can’t live without it”? In the debut episode of Beyond the Launch , we redefine what Customer Success really means in 9-1-1 technology. Adoption doesn’t start after implementation. It begins in sales and must be woven through every stage of the journey. Because real success isn’t installing...