For those not working in education, we often don’t see firsthand how difficult it is to manage the pandemic. But for Brad Bookser and his team over at High Tech High, they’ve been doing whatever it takes to get tech into the hand of their students. Today we talk to Brad Bookser, Director of IT, and learn how he’s leveraged his 14 years of military experience and soft skills to make a positive change for both IT and in student’s lives.

Listen in as we hear from Blake Swanson, Director of Customer Success, at a leading cyber security firm on how he’s breaking down the walls of customer success by leveraging risk frameworks, data, and empathy to drive growth. 

Dominic Marci has a track record of over 30 years leading highly specialized support teams across the globe. Learn how he adapted to change throughout his career, whether it was an acquisition and he had to get a new team up to speed, opening centers across the globe, or implementing new technology to increase scale.

Robert Henderson shares how he’s been able to navigate the tricky waters of architecture and security at the University of the Pacific. Having 20+ years of experience in higher-ed Robert dives into how he collaborates with every department so he and his team can streamline, cut costs and improve technology across the University. With Jeff Young joining as a co-host you have over 50 years of top-notch IT leadership to learn from.

AI and Security are two of the most talked about IT topics today. Listen in as Chris LeBeau shares how ATF is using AI to enhance and improve the manufacturing process across the industry. Chris shares his thoughts on the good and bad of AI and how to make sure you're starting with the right questions. Both Jeff and Chris have decades of experience in manufacturing, this is a must listen for any manufacturing IT executive.

We love talking about AI and learning how it’s being used to enhance the customer experience.  Today we get to hear from Bryan Plaster, CEO at Complete CSM, on how they’re using AI technology to turn good CSMs into great CSMs at every stage of the customer journey. 

Today we talk with 2 industry experts and long-time friends of ours, Curt Allen and Ken Bisnoff of EagleTEQ Advisors. What does the recent Zoom-Five9 acquisition mean for their competitors and the telco industry as a whole. Who's next, is it good, and what else might be on the horizon? Plus we learn how EagleTEQ is advising individual agents, telco carriers, and masters how to grow their business through all the changes happening today.

Zero employees churn? How’s that possible…tune in as we sit down with Mike Sasaki, Global Head of Customer Success and Support at Mitek Systems to talk about leadership, the lessons he’s learned along the way, and how he’s created a team where nobody leaves.  We also dive into how he views customer success and leveraging technology after there’s a strategy.

Scott Merrit and Kumaran Shanmuha dive into the challenges of running complex contact centers and the complexity that comes with them. They’ll explain how Jacada is tackling this problem by using real-time agent assistance to equip agents with the information they need when they need it.

We’re talking CX with David Katzman, Head of Customer Experience and Strategy at Onshape.  He’s bringing some very interesting ideas to the CX and Strategy landscape, lessons learned from years of his time at Deloitte, and how he’s keeping a pulse on the CX health score for their clients.