Science of CX

Paul Ruppert is a CPaaS veteran mobile services executive, consultant and holder of 2 tech patents enabling global text messaging. 

He is a skilled negotiator with 25 years of experience at C-Level messaging, mobile and tech sales. 

Graduated from Harvard in Public Policy, Paul served over a decade as policy advisor in cabinet agencies, White House and US Senate.

Paul Ruppert has had an exceptional record in strategic partnerships forging connections and collaborations in private sector tech companies combined with senior legislative, policy and political experience at the highest levels of the public sector. 

He has an executive career marked by talent mixing enabling his success in building startups to billion dollar valuations, globally scaling enterprises and forging cross border, cross functional and cross company negotiations. 

Paul is now the President of Global Point View Ltd, a strategy consultancy providing insights and plans for commercial scaling, partnerships and acquisitions to companies looking to leverage mobile services. 

His clients have included Facebook, MasterCard, Western Union, Liveperson, PE firms including HIG Capital, Warburg Pincus, and other firms looking to leverage mobile services as part of their plans for conversational commerce.

Key Takeaways. 

• Paul’s unlikely journey into the world of telephony.
• The rise and domination of mobile phones. Why phone technology has been spreading like wildfire over the years. 
• The text messaging business. 
• The connection between mobile tech, commerce and globalization. 
• How to plan and implement your business strategies. 
• The six factor analysis. How to leverage time, people, talent money, will and technology in the execution of your ideas. 

Connect with Paul

Linkedin - https://www.linkedin.com/in/paulruppertintl/  

Company Website - http://www.globalpointview.com/  

Personal Website - http://www.paulrruppert.com/  

Peter Voss is a Serial Entrepreneur, Engineer, Inventor and a Pioneer in Artificial Intelligence.  

Peter started in electronics engineering, then fell in love with software. His first major success was developing a comprehensive ERP package and taking that company from Zero to 400-person IPO in seven years.

Fueled by the fragile nature of software, Peter embarked on a journey 15+ years ago studying what intelligence is, how it develops in humans, and the current state of AI. This research culminated in the creation of our natural language intelligence engine that can think, learn, and reason -- and adapt to, and grow with the user.

Currently, Peter focused on commercializing the second generation of his AGI-based ‘Conversational AI’ technology called Aigo

Key Takeaways. 

• Peter explains what artificial general intelligence is, and how he coined the term. 
• Peter’s journey in starting SmartAction in 2006; And how this company disrupted the contact center industry. 
• What Peter hopes to achieve with cranking up the IQ of AI technology.
• Interpreting AI from the eyes of the customer. 
• What the future holds for the many generations of AI that are in daily contact with the customer. 
• How can we create a better customer experience by using systems
• The determining factors behind AI systems with high reasoning capabilities
• The various advantages of incorporating High IQ, AI systems into company automation services both for the consumer and the company.
• The vast use cases of chatbots and their applications in various industries.

Connect with Peter. 

LinkedIn - https://www.linkedin.com/in/vosspeter/ 

Personal Website - http://optimal.org/voss.html 

Company Website - https://aigo.ai/ 

Twitter - https://twitter.com/peterevoss 

Tom Shapiro is a B2B marketing leader bringing you lateral thinking and marketing innovation to unleash growth. Through the years, he has helped clients generate more than one million new business leads.

Tom is the Author of “Rethink your Marketing; 7 Strategies to Unleash Revenue Growth. 

He specializes in marketing strategy, digital strategy, lead generation, SEO, content marketing, conversion optimization and behavioral analysis

Tom is also Passionate about Neuroscience, Psychology, and Behavioral Science. 

Tom’s thoughts have been published in Chief Marketer, CMO.com, CNN, Forbes, and MarketingProfs, and he’s spoken at more than 30 industry events including INBOUND, Pubcon, and Digital Summit.

For the second time round, Tom joins me on the podcast today as we discuss digital marketing, lead generation and content generation. 

Key Takeaways.

• Rethinking your lead generation strategy. How and why stale marketing and lack of innovation has grown to become a stumbling block for most companies 
• How the Covid pandemic has affected the events industry. 
• The customer centric approach used by Tom and his team to analyze and understand customer needs. 
• A sneak into Tom’s book. Why the craziest and most laughable ideas can turn out to be the best ideas.
• The importance of revisiting your website inorder to innovate and generate more leads.
• Learning to create web content that focuses on the customer. 

Connect with Tom

Linkedin - https://www.linkedin.com/in/tomshapiro/  

Personal Website - https://tomshapiro.com/   

Company Website - https://stratabeat.com/  

Twitter - https://twitter.com/TomShapiro

In her coaching and her business, Patti Mara is always looking for the “shifting point”—the piece of the puzzle that opens up a new level of results.

Patti has spent over 20 years helping companies and individuals take a fresh look at the way they operate. This unique insight helps them reach their full potential, enhancing customer experiences and dramatically increasing their growth, customer retention, and profit.

She is the author of UpSolutions – Turning Your Team into Heroes and Customers into Ravings Fans; creator of The Profit Generator, Breaking Through Barriers and The Business Reinvention Blueprint.

Key Takeaways.

• Finding the shifting point. Where both the employees and the customers take part in the system to meet the need, create more impact and grow your brand
• Implementing the Inside out technique. How to analyze and make changes to your business strategies. 
• Learning to create value in the marketplace. 
• Creating deep, long-lasting relationships with your customers. 
• Adapting to the ever-changing life and market culture whilst still conducting your everyday business operations. 

Connect with Patti

LinkedIn - https://www.linkedin.com/in/pattimara/ 

Website - https://www.pattimara.com/ 

Twitter - https://twitter.com/pattimara?lang=en 

Instagram - https://www.instagram.com/patti.mara/

Charlotte Crabtree is the founder and head coach at Reflex Coaching. 

Equine-Facilitated Learning is the main practice that she leverages at her company; A practice where participants (either individually or as a group) work with a horse through challenges or obstacles to complete a series of tasks.

Equine Facilitated Learning workshops are well-suited to individuals and groups alike, and are designed with specific objectives in mind, such as: team building & employee engagement, leadership skills development, stress management, goal-setting, planning & reflection. 

Key Takeaways. 

• What is Equine Facilitated Learning? How Charlotte partners with horses in order to teach leadership skills.  
• Why Companies should be able to turn training into an experience. 
• Creating a human centered leadership style
• The pros of investing in great EX practices. 
• The connection between EX and CX
• Branding. Why employee feedback is key to attracting good talent. 
• How Covid19 has  affected the workplace environment. 
• Work-Life integration in the current socio-economic climate. 

Connect with Charlotte. 

LinkedIn - https://www.linkedin.com/in/charlottecrabtreeofficial/?originalSubdomain=uk 

Website - https://www.reflex-coaching.com/efl 

Instagram - https://www.instagram.com/reflex_coaching

Rama Sreenivasan is co-founder and CEO of Blitzz - a live, remote video support and inspection platform. 

Founded in 2017, Blitzz helps companies save time and money by getting things like home inspections, audits, and equipment troubleshooting done faster and safer.

Key Takeaways

• Improving communication through flawless audio and face to face video interactions. 
• The diverse Blitzz qualities that help consumers and businesses save effort and money.
• Professional and security features that makes Blitzz stand out from its close competitors like WhatsApp and Facetime. 
• Integrating Blitzz to other professional platforms for better workflow. 

Connect with Rama

LinkedIn - https://www.linkedin.com/in/ramasreenivasan/ 

Website - https://www.blitzz.co/ 

Twitter - https://twitter.com/VivoDiy 

Email - [email protected]

Dave Erickson has 30 years of very diverse business experience covering marketing, sales, branding, licensing, publishing, product development, manufacturing, software development, PR, social media, advertising, SEO, SEM and international business. 

A serial entrepreneur, Dave has started and owned business in the USA and Europe, as well as doing extensive business in Asia and even found time to once serve on the board of directors for the Association of Internet Professionals.

Prior to ScreamingBox, he has been a primary partner in building the Fatal1ty gaming brand and licensing program; and has run an internet marketing company he founded in 2002.

Mr. Erickson has a Bachelor of Business Administration with an emphasis in Computers and Business from National University

Key Takeaways. 

• Connecting with customers in order to understand what they truly need. 
• Working with detailed and organised clients vs working with new and unaware clients. 
• How to assess and organize client personality tests.
• Building long lasting business relationships. 
• How to think of your client not just as a customer, but as a business partner. 
• How changes in technology and consumer behavior directly affects customer and employee experience. 
• Levering new technology in order to make faster and cheaper business processes 

Connect with Dave

LinkedIn - https://www.linkedin.com/in/daveerickson1/ 

Website - https://screamingbox.com/ 

Email - [email protected]

Mike  loves supporting and helping entrepreneurs bring their dreams to fruition, break through barriers, and achieve massive success. He’s lived in the entrepreneurial shoes since he was 26 and has been through - and still is - the roller coaster they are. 

Mike, is an entrepreneur who has helped start, grow, and sell two amazingly successful waste management companies. One sold for mid-8 figures and the other sold for low-9 figures.

He’s a servant and leader with a proven talent for developing exciting vision and mission initiatives, building the teamwork talent and systems necessary to realize those initiatives, and executing with a team to deliver the desired results.

Key Takeaways. 

• Mike’s business idea sparks, and his journey into the entrepreneurial world. 
• Acquiring the knowledge needed to start and run a business. 
• How Mike applied his old school strategies in bridging business and technology. 
• Attracting the right talent for your business. 
• A look into Mikes book “Owner Shift: How Getting Selfish Got Me Unstuck”  
• Entrepreneurship 101. How to find and fill a need. 

Connect with Mike. 

Website - https://mikemalatesta.com/ 

LinkedIn - https://www.linkedin.com/in/mikemalatesta/ 

Facebook - https://web.facebook.com/mike.malatesta.92?_rdc=1&_rdr 

Twitter - https://twitter.com/MikeMalatesta

RJ is the President and CEO for UniFi Equipment Finance; A wholly-owned subsidiary of the Bank of Ann Arbor. RJ joined Bank of Ann Arbor in August 2013 as an Executive Vice President and Chief Sales Officer. 

With more than 20 years of experience in the equipment finance/ banking industry, he brings valuable experience in commercial banking, investment banking, and business banking. 

Previously, he served as Vice President for Everbank Commercial Finance, Inc., where he was responsible for the growth within the Technology Division. 

RJ is a frequent author of blogs and articles in industry trade publications on digital innovation and leadership topics. 

Join us on the show today as we discuss and share tips on how to embrace an intrapreneurship culture within an organisation.

Key Takeaways. 

• RJ’s career journey. How he fought hard to be seen as more than just a salesperson. 
• Why selecting a business partner you vibe with is good for networking. 
• RJ’s passion in helping small companies thrive through an intrapreneurship culture. 
• How being more engaged can help reduce your organization’s turnover. 
• Benefits of an intrapreneurship culture; Innovation, customer success, process improvements and quality products/services. 

Connect with RJ

Website - https://www.teamunifi.com/index.aspx 

RJ’s Website - http://rjgrimshaw.com/ 

Software - https://www.teamunify.com/swim-team-management-software/ 

Twitter - https://twitter.com/rjgcoach 

John and Mark Cronin are the father-son team that founded John’s Crazy Socks, the world’s largest sock store. John is an entrepreneur who just happens to have Down syndrome. 

John’s Crazy Socks is an internationally recognized social enterprise with a mission to spread happiness and show what people with differing abilities can do.

Their mission infuses all aspects of their business. More than half their employees have a differing ability. Their Giving Back Program starts with a 5 percent pledge of profits to the Special Olympics and has raised over $450,000 for their charity partners. 

With over 29,000 online five star reviews, you’re guaranteed to fall in love with not just their physical product, but the happiness they share. 

Key Takeaways. 

• Building John’s Crazy Socks from a simple idea.
• John’s job scope as the company’s Chief Happiness Officer. 
• How having a mission a mission and business purpose can help you connect with community
• The business and social model that ensures John’s Crazy Socks stands out from the rest. 
• Going the extra mile when packing and delivering your company products. 
• How to establish personal connections with your customers. 
• Why a happy customer is good for business

Connect with John's Crazy Socks

Website - http://johncrazysocks.com/ 

Facebook - https://web.facebook.com/johnscrazysocks?_rdc=1&_rdr 

LinkedIn - https://www.linkedin.com/company/john-s-crazy-socks/ 

YouTube - https://www.youtube.com/c/Johnscrazysocks 

Email - [email protected]