Leapfrog CX Strategies

The 2022 Season Finale of TalkingHeadz features Jeff Lawson, CEO and co-Founder of Twilio.  

Jeff is always clear, articulate, and friendly. I'm proud to say Twilio was born during my shift as a telecom analyst, and it's been exciting to watch it grow and transform. 

Jeff presented to analysts before the recent Twilio Signal Conference. He claimed that Twilio is always ahead of the industry. That's a bold (fighting words) statement, but he backed it up with a common sense observation. Twilio's customers create solutions that, in general, can't be purchased (yet). 

Lawson and Twilio more or less created the CPaaS category, an enterprise comms sector that is becoming a little crowded. That's probably one of Twilio's motivations to go broader and become a customer data platform (CDP) provider. 

CDP may seem totally unrelated to CPaaS, thus many perceive the change as a pivot. While there's some truth to that, Jeffs sees it as more of a logical extension. A lot of the CPaaS use cases support marketing, but they tend to be transactional rather than strategic. Twilio wants to better activate the information on customers that enterprises have, and the first step is to create a consolidated view.  

Regardless of how you spin it, this public, multi-billion dollar company is once again a startup that's defining (or converging) a new category. Check out this interview to get a better idea of what is on Jeff's mind. 

TalkingHeadz is an interview format series featuring the movers and shakers of enterprise communications - we also have great guests.  In this episode, we check in with Sid Rao, the  GM of Amazon Chime SDK. 

I fondly remember Biba, a WebRTC video/messaging startup . There was a lot of excitement over WebRTC about ten years ago. Biba was acquired by Amazon and relaunched as the Amazon Chime app in 2017. 

Chime was a lot like Webex and Zoom, but worked entirely in a browser. Both Vonage and CenturyLink (now Lumen) were early resellers of the meeting application.  The app worked well, but wasn't a bit hit. Vonage moved to its own video solution, and CenturyLink turned to apps such as Zoom and Teams. 

AWS discovered that its customers were more interested in Chime's underlying WebRTC than the meeting app. Amazon created WebRTC APIs,  effectively making WebRTC a service rather than a tech stack. This model was a better fit for AWS, so at its reInvent conference in 2018, AWS launched the Chime SDK.  

Then came the pandemic and a boom in most things video. AWS customers and partners used Chime to create all kinds of solutions. K-12 education, for example, needed video for remote education.  Chime obliged, and did so with simple hardware requirements for end users. Blackboard presented its success story at reInvent 2021. 

As for the original Chime app, it's been getting better thanks to new capabilities of the Chime SDK. The Chime app isn't particular popular,, nor marketed. It does well within Amazon, both as an internal meeting and chat app and with many of AWS's large customers. 

Most TalkingHeadz episodes are interviews, but in this episode we Dave and Evan cover current events.

TalkingPointz Insider Reports publish the first week of every month and cover the enterprise news that mattered the prior month. In this podcast, Dave and Evan discuss the most recent Insider Report covering the news of October 2022.

The October 2022 Insider Report was published on Nov 2.

Most Insider Reports are about 10 pages long, but designed for easy skimming. This podcasts only covers a condensed selection of topics.

Subscriptions to Insider Reports can be purchased here. A personal subscription is $588/year. 

TalkingHeadz is an interview format podcast series featuring the movers and shakers of enterprise communications - we also have great guests.  In this episode, we chat with the CMO of NICE Ltd, Einat Weiss.

Einat has over 24 years of experience spearheading messaging, digital transformations, marketing strategies, and brand recognition.  She joined team NICE in 2018, and has held the CMO position for over four years. The same four years that NICE has blossomed into a comprehensive provider of customer engagement solutions.  

Einat holds an MBA, Marketing degree and a BA in Computer Science.  Prior to joining NICE, she held marketing positions at BMC, SAP, and Alvarion. 

TalkingHeadz is an interview format podcast series featuring the movers and shakers of enterprise communications - we also have great guests.  In this episode, we check in with the new CEO at Avaya: Alan Masarek. 

Many people in the industry met Alan while he was the CEO of Vonage.  Alan was one of the more accessible of the comms CEOs to customers and analysts. It's not clear if his experience at Vonage or his  bicycle ride across the US was better preparation for his new job.  

Some might say that Avaya doesn't have a cloud, but Masarek certainly arrived under one.  His appointment in late July coincided with a disastrous quarter (which still hasn't been filed), and that was just weeks after a major fund raising round. The cloud over Avaya is so dark, it's very survival is questionable. 

A major change at Avaya was clearly needed, and Alan appears to have the credentials, experience, and vision. The question is if he will have enough time to right the ship. 

TalkingHeadz is an interview format podcast series featuring the movers and shakers of enterprise communications - we also have great guests. In this episode  Dave and Evan  realize that NEC is one of the largest companies in enterprise communications, and when it comes to the NEC family of UNIVERGE products, there's a good chance Ram Menghani is involved.

Ram has broad experience in all aspects of product and business development. He's been with NEC for over 21 years. We suspect he has worked  for other companies, but he doesn't list any on LinkedIn.  He has reason to call at least three countries home which makes him an SVP of the world. 

In this discussion we get into the broader NEC line for UCaaS solutions and how it's partnership with Intermedia is so unique. 

TalkingHeadz is an interview format podcast series featuring the movers and shakers of enterprise communications - we also have great guests. In this episode  Dave and Evan  discuss the rebranding and differentiation of GoTo UCaaS with its CMO Jamie Domenici.

In 2016, LogMeIn acquired  the GoTo Family of Products from Citrix. Both are strong brands and there must of been some struggle about branding. That ended earlier this year with the relaunch of GoTo UCaaS -- spearheaded by Jamie. 

Jamie Domenici serves as GoTo’s Chief Marketing Officer. She is responsible for overseeing the full marketing organization consisting of Customer, Product and Acquisition marketing teams as well as Marketing Operations, Corporate Communications, Brand & Creative and Web & Ecommerce teams. 

She is responsible for deploying GoTo’s brand messaging and architecture, driving demand for its suite of products via paid and organic channels to new and existing customers, and enhancing our web properties to tell the GoTo story and better enable self-service transactions.

TalkingHeadz is an interview format podcast featuring the movers and shakers of enterprise communications - we also have great guests. In this episode  Dave and Evan  discuss the contact center, video, UCaaS, and life as an entrepreneur with Joe Manuele, CEO and Founder of No Filter. 

Prior to No Filter, Joe served as SVP Corporate and Business Development at Dialpad, where he landed after Dialpad acquired Highfive. How Joe ended up running Highfive is covered in this podcast, but he started there as a board member representing NTT.  

Joe has over 25 years of IT and communications experience in the enterprise and global carrier markets, gained at organizations including Avaya, Cisco, Actelis Networks, and Dimension Data.  Joe  served as Group Executive ̶ Communications at Dimension Data and NTT Global where he was responsible for its global UC and Collaboration business unit. 

TalkingHeadz is an interview format podcast featuring the movers and shakers of enterprise communications - we also have great guests. In this episode  Dave and Evan  discuss how contact center can better see the path, or light the path with Janelle Raney, CMO of Pathlight.

Prior to her arrival at Pathlight, Raney served as Head of Product and Industry Marketing at Zoom Video Communications where she built and led the product marketing, market intelligence, analyst relations, and vertical solutions teams. Prior to that, she served as Head of Product Marketing, SaaS Division, Document Cloud at Citrix where she built an experienced team and set the global go-to-market strategy for ShareFile, GoToMyPC, RightSignature and other initiatives related to productivity and collaboration.

Pathlight is a Realtime Performance Management (RPM) platform that allows large, customer-facing teams to move faster than ever before. By consolidating performance data, coaching, and communication in one place, the platform empowers data-driven management at every layer of the organizational chart. Based in San Francisco, CA, the company is backed by such investors as Kleiner Perkins, Quiet Capital, Jeremy Stoppelman CEO of Yelp and Dylan Smith co-founder and CFO of Box, among others. 

Dave and Evan  discuss how Crexendo is providing new options for enterprises and service providers with Jon Brinton, CRO of Crexendo. Jon triumphantly stepped in after a last minute scheduling change. 

That was probably for the best. Evan and I have known Jon for a long time, and those conversations always go a little smoother. Turns out he knows a few things about Crexendo too. Not to mention he shed some light on Mitel and Intertel history too. 

Crexendo Inc., is a full-service cloud communications provider that delivers critical voice and data communication services to small, medium, and small enterprise markets. Crexendo made a bold move last year with its acquisition of NetSapiens. A communications platform that is rapidly growing. It powers service providers around the globe, including Crexendo. 

Jon is a seasoned technology executive with over 25 years of industry experience, and is responsible for overseeing the strategy, performance and alignment of revenue generating operations for Crexendo. 

Prior to joining Crexendo, Jon most recently served as the Vice President of North America Channel for Avaya. At Avaya, he led the Channel through an exciting time of transition from traditional Premise Based solutions to Software as a Service and Cloud delivered solutions for Unified Communications, Collaboration and Customer Experience. During his tenure, the Avaya North America Channel achieved over $1 Billion in annual sales through growth and adoption of Cloud and Software as a Service delivered solutions.