Tech People

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 se...

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 indu...

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...

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,...

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...

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 bal...

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 ,...

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 insi...

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 connect...

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 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...

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 iden...

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 c...

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 automa...

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...

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 Goo...

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 ....

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 suc...

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-...

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 joine...

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 emoti...

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...

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...

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?...

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, compan...