A new year often means resolutions and plans for your business. And for 2025, one of those plans is likely focused on literally and figuratively getting your arms around your AI strategy. 

Making effective use of AI in 2025 means rewinding one whole hype cycle to the early 2020s to big data. That's the last big story we were all talking about. Organization, accuracy, availability, and, of course, security of your data are the essential building blocks for you to build a language model that is serviceable and accurate for your business. It's the core of your AI strategy. 

In this episode of The Bridge, Scott interviews Duane Barnes, president of RapidScale. RapidScale is owned by Cox (yes, that Cox), and we understand why Duane believes that nine out of every ten of you are not prepared for AI — but you can be! It won't take a massive budget, nor will it be a multi-year project, but it will take understanding where you are. 

During the conversation, they explore RapidScale’s mission to simplify IT for businesses, the current state of AI in the hype cycle, and the challenges companies face in leveraging AI effectively. Duane shares insights on customer engagement, real-world AI applications, and the importance of having a clear strategy when implementing AI tools like Co-Pilot. 

They also delve into the critical aspects of AI governance, the importance of data management and having quality data, strategic approaches to AI adoption, and with the risks associated with AI usage in businesses, emphasizing the need for proper governance policies and the potential consequences of data leaks. 

RapidScale is the managed cloud partner that turns technology into your biggest competitive advantage. Their comprehensive portfolio of private and public cloud solutions is tailored to your needs and backed by one of the deepest benches of certified experts in the industry. They make innovation easy by bringing you the latest solutions to keep your technology platforms responsive and delivering the consistent results your business deserves.

Topics discussed in this episode on AI strategy:

·       Duane’s journey into technology.

·       Why AI is still in the hype cycle, with many companies exploring its potential.

·       Why AI adoption requires a cultural shift within organizations and data organization is crucial for leveraging AI effectively.

·       How can real-world AI applications significantly improve efficiency, and why is prompt engineering essential for practical AI tool usage?

·       Why data privacy is crucial when using AI applications and the risks when data management is neglected in AI strategies - the importance of data accuracy cannot be overstated.

·       How starting small with AI projects can lead to success.

·       Why do companies need to connect AI tools to their existing data for maximum benefit?

·       Internal policies are necessary to protect sensitive data when using AI. Businesses often lack governance steps for AI.

·       The impact of AI tools on employees and customers -  many employees use AI tools without understanding the risks, and most customers lack a fully formed idea for AI implementation.

Why governance policies should be more than just compliance.

About Duane Barnes

Duane Barnes is an accomplished senior executive with a distinguished career spanning over two decades in the cloud and managed services business. He currently holds the position of President of RapidScale, a Cox Business Company, encompassing the acquisitions of RapidScale and Logicworks.

Having joined RapidScale in 2016 as head of the Solutions Engineering group, Mr. Barnes swiftly rose through the ranks, demonstrating exceptional leadership and strategic acumen. His tenure saw him assume pivotal roles such as Senior Vice President of Technology and interim Chief Technology Officer, before eventually being appointed Chief Operating Officer in June 2020. Subsequently, he assumed his current role as President, where he directs a multifaceted portfolio encompassing Operations, Technology, Product Management, Cybersecurity, Sales, Marketing, and Finance.

Mr. Barnes' extensive expertise extends across diverse domains within IT, with a particular emphasis on enterprise data centers and managed cloud services. Prior to his tenure at RapidScale, he held key leadership positions at organizations such as Intelisys, Open-Xchange, Windstream, and The Walt Disney Company, building a solid foundation in complex technology solutions and managed services projects. His breadth of knowledge encompasses private and public cloud computing, cybersecurity, and professional services.

Complementing his wealth of experience, Mr. Barnes holds a Bachelor of Science degree in Communications from the University of Phoenix. His unwavering commitment to excellence and proven track record make him a highly respected leader in the field of technology and business management.

Contact Duane

LinkedIn. https://www.linkedin.com/in/duanebarnes/

Web. https://rapidscale.net/about/leadership#duane-barnes

Twitter/X. https://x.com/duanebarnes

How is AI transforming IT leadership?

AI solves no problems by itself. But with the proper workflows and systems around it, it drives real-world ROI. Rather than replacing humans, it can enable the next level of cross-functional collaboration. 

The panel explored AI's role in transforming business processes and IT leadership in part two of the 2024 Bridgepoint Tech Summit episode of The Bridgecast. 

The discussion focuses on AI’s potential to enhance human performance, streamline workflows, and enable cross-functional collaboration within organizations. The panel emphasizes that effective AI adoption requires alignment across stakeholders and robust governance policies to mitigate risks like bias and inaccuracy.

Our discussion panel included:

·       Nick Slater, Chief Revenue Officer, Dialpad

·       Milind Pansare, Vice President of Product Marketing, Observe AI

·       Shawn O’Connell, Vice President of Global AI Sales, Talkdesk

·       Kristy Thomas, Senior Vice President of Global Channels and Alliances, Vonage

Topics discussed in this episode:

·       Why AI should enhance human performance rather than replace it.

·       How companies must align cross-functional stakeholders to drive successful AI adoption.

·       Why governance and readiness are crucial before implementing AI solutions.

·       How AI-driven tools can streamline workflows and improve employee productivity.

·       Why knowledge repositories and accurate data are essential for effective AI integration.

·       Why personalization and human interaction remain critical for customer satisfaction.

How industry-specific AI applications are gaining traction, with contact centers being a major area of focus.

2024 Tech Summit Live Episode Part I

2023 Tech Summit Live Episode Part I

2023 Tech Summit Live Episode Part 2

ABOUT THE PANEL 

Nick Slater, Dialpad CRO

I am an experienced sales and operations leader with a track record of delivering consistent revenue growth, exceeding targets, improving sales productivity and developing top-tier technology sales and support teams. I have built several global teams from ideation to scale that have sold and supported hundreds of millions of dollars in ongoing revenues. My previous sales and operations teams built the strategy, charter and infrastructure to take an organization from ~$25M in annual revenues to over $800M in 9 years. We effectively scaled a 100 employee “startup” business unit to a 1,500 employee global leader in the space. I have a servant leadership philosophy revolving around hiring incredibly passionate, determined and intelligent individuals and providing them with the guidance, resources and autonomy to showcase their abilities most effectively. This has resulted in some of the lowest employee attrition and highest employee trust and engagement scores in my organizations. 

Web. https://www.dialpad.com/ 

LinkedIn. https://www.linkedin.com/in/nick-slater-41113a10/ 

Shawn O'Connell, Talkdesk Vice President Global AI Sales

Innovative Leader in AI Sales Shawn O'Connell is a distinguished sales executive with extensive experience in AI and technology. As the Vice President of Global AI Sales at Talkdesk, he leads worldwide sales strategies for the Ascend AI Platform. Previously, as SVP of North America Sales at Yellow.ai, Shawn was the driver behind significantly expanded market presence. At Celonis, he played a key role in scaling the Western US HiTech vertical. His tenure at Salesforce was marked by consistent revenue growth and market expansion across Enterprise and Strategic Accounts. Shawn has also excelled in roles at BMC Software, Trace3, and EMC Corporation, building high-performing teams and delivering exceptional results. Shawn is renowned for his strategic vision and commitment to innovation and growth in the technology industry

Web. http://www.talkdesk.com

LinkedIn. https://www.linkedin.com/in/shawn-o-connell-17a27a32/

Milind Pansare, Observe.AI Vice President Product Marketing

Milind Pansare has led marketing and software engineering teams at startups and Silicon Valley icons for 30 years. When not immersed in tech, he grows grapes, makes wine, and prays for snow.

Web. https://www.observe.ai/ 

LinkedIn. https://www.linkedin.com/in/milindpansare/ 

Kristy Thomas, Vonage Senior VP of Global Channel and Alliances 

With an unwavering passion for technology and telecommunications, Kristy Thomas is a seasoned expert in driving organizational success. Equipped with extensive knowledge and experience, she empowers businesses to navigate the dynamic technology landscape with confidence.

🚀 Future-Ready Solutions: As a forward-thinking strategist, Kristy is dedicated to helping businesses leverage cutting-edge technologies for operational efficiencies and agility gains. She possesses an innate ability to identify opportunities that drive growth and foster innovation.

💼 Customer-Centric Approach: With a relentless focus on customer experience, Kristy ensures that organizations gain a competitive edge by delivering exceptional service. She understands the power of building strong customer relationships and guides companies in creating meaningful connections.

🔧 Operational Excellence: Armed with her expertise in operations management, Kristy streamlines processes, enhances productivity, and optimizes performance. Her insights enable organizations to adapt swiftly to market changes while maximizing their resources. ✨ Transforming Possibilities into Reality: Known for her visionary mindset, Kristy excels at translating complex technologies into tangible business solutions. She empowers teams to embrace change, embrace innovation, and stay ahead of the curve in this fast-paced digital era.

Web. https://www.vonage.com/

LinkedIn. https://www.linkedin.com/in/kristy-thomas-bb004a29/

Is your business experiencing AI fatigue?

Right now, AI is all anyone is talking about…but too many conversations are about tech and innovation when they should be about getting measurable outcomes.

In this live episode of The Bridgecast, recorded at the Bridgepointe Tech Summit 2024, we sat down with thought leaders from Dialpad, Observe AI, Talkdesk, and Vonage so they could share some timely insights on how companies are cutting through the AI hype and making it work.

We talk about how AI is transforming customer and employee experiences with some real-life success stories, practical applications and ROI-driven use cases. Plus, this conversation dives into the AI hype cycle and the challenges of AI fatigue.

Topics discussed in this episode:

• Why AI adoption must be tied to clear ROI metrics to overcome fatigue and skepticism. • Customer experience (CX) is often the entry point for businesses starting their AI journey. • Why companies should prioritize readiness assessments to identify meaningful use cases for AI. • How employee experience enhancements, such as automating routine tasks, provide significant ROI. • Why effective AI implementation requires aligning tools across platforms like Salesforce. • Why is generative AI’s role in transcription, data insights, and automation pivotal for efficiency? • How storytelling around ROI is essential to gaining buy-in from stakeholders.

2023 Live at Tech Summit's Episode Links:

2023 Tech Summit Live Episode Part I https://bridgepointetechnologies.com/artificial-intelligence-debate/

2023 Tech Summit Live Episode Part 2 https://bridgepointetechnologies.com/questions-about-artificial-intelligence/ 

ABOUT THE PANEL 

Nick Slater, Dialpad CRO

I am an experienced sales and operations leader with a track record of delivering consistent revenue growth, exceeding targets, improving sales productivity and developing top-tier technology sales and support teams. I have built several global teams from ideation to scale that have sold and supported hundreds of millions of dollars in ongoing revenues. My previous sales and operations teams built the strategy, charter and infrastructure to take an organization from ~$25M in annual revenues to over $800M in 9 years. We effectively scaled a 100 employee “startup” business unit to a 1,500 employee global leader in the space. I have a servant leadership philosophy revolving around hiring incredibly passionate, determined and intelligent individuals and providing them with the guidance, resources and autonomy to showcase their abilities most effectively. This has resulted in some of the lowest employee attrition and highest employee trust and engagement scores in my organizations. 

Web. https://www.dialpad.com/ 

LinkedIn. https://www.linkedin.com/in/nick-slater-41113a10/ 

Shawn O'Connell, Talkdesk Vice President Global AI Sales

Innovative Leader in AI Sales Shawn O'Connell is a distinguished sales executive with extensive experience in AI and technology. As the Vice President of Global AI Sales at Talkdesk, he leads worldwide sales strategies for the Ascend AI Platform. Previously, as SVP of North America Sales at Yellow.ai, Shawn was the driver behind significantly expanded market presence. At Celonis, he played a key role in scaling the Western US HiTech vertical. His tenure at Salesforce was marked by consistent revenue growth and market expansion across Enterprise and Strategic Accounts. Shawn has also excelled in roles at BMC Software, Trace3, and EMC Corporation, building high-performing teams and delivering exceptional results. Shawn is renowned for his strategic vision and commitment to innovation and growth in the technology industry

Web. http://www.talkdesk.com

LinkedIn. https://www.linkedin.com/in/shawn-o-connell-17a27a32/

Milind Pansare, Observe.AI Vice President Product Marketing

Milind Pansare has led marketing and software engineering teams at startups and Silicon Valley icons for 30 years. When not immersed in tech, he grows grapes, makes wine, and prays for snow.

Web. https://www.observe.ai/ 

LinkedIn. https://www.linkedin.com/in/milindpansare/ 

Kristy Thomas, Vonage Senior VP of Global Channel and Alliances 

With an unwavering passion for technology and telecommunications, Kristy Thomas is a seasoned expert in driving organizational success. Equipped with extensive knowledge and experience, she empowers businesses to navigate the dynamic technology landscape with confidence.

🚀 Future-Ready Solutions: As a forward-thinking strategist, Kristy is dedicated to helping businesses leverage cutting-edge technologies for operational efficiencies and agility gains. She possesses an innate ability to identify opportunities that drive growth and foster innovation.

💼 Customer-Centric Approach: With a relentless focus on customer experience, Kristy ensures that organizations gain a competitive edge by delivering exceptional service. She understands the power of building strong customer relationships and guides companies in creating meaningful connections.

🔧 Operational Excellence: Armed with her expertise in operations management, Kristy streamlines processes, enhances productivity, and optimizes performance. Her insights enable organizations to adapt swiftly to market changes while maximizing their resources. ✨ Transforming Possibilities into Reality: Known for her visionary mindset, Kristy excels at translating complex technologies into tangible business solutions. She empowers teams to embrace change, embrace innovation, and stay ahead of the curve in this fast-paced digital era.

Web. https://www.vonage.com/

LinkedIn. https://www.linkedin.com/in/kristy-thomas-bb004a29/

There are five generations in the workforce today, and every one speaks, communicates, and collaborates differently. You have to meet them all where they are—generally in their homes behind screens. 

While your personal brand used to be based on how you interacted with people in the real world, now, what happens on screen is your brand, and you need to invest in it.

In this episode of The Bridgecast, Scott interviews Patrick Kelley, Distinguished Architect at Zoom, who shares insights on optimizing online meetings and video conferencing. 

Patrick — also known as The Tattooed Nerd — discusses his background in technology, his role at Zoom, and the importance of audio and video quality in virtual communication. He’s an expert on the tools you likely use daily to communicate with peers, customers, and prospects. He provides practical tips for improving meeting etiquette, lighting, and background setup, emphasizing the need for both employees and employers to invest in quality equipment. 

Zoom helps people stay connected so they can get more done together. They set out on a mission to make video communications frictionless and secure by building the world’s best video product for the enterprise, but they didn’t stop there. With products like AI Companion, Team Chat, Contact Center, Phone, Events, Rooms, Webinar, Contact Center, and more, they bring innovation to a wide variety of customers, from the conference room to the classroom, from doctor’s offices to financial institutions to government agencies, from global brands to small businesses.

Topics discussed in this episode:

·       Why practice and preparation are essential for effective communication.

·       Why preparation is key to successful presentations.

·       Why employers should invest in quality equipment for employees.

·       How every generation communicates differently in the workplace, and we need to adapt to each style.

·       Why audio quality is the most important aspect of video calls.

·       How lighting can significantly enhance video quality.

·       How personal backgrounds can reflect individual brands in meetings.

o   Why virtual backgrounds can detract from personal branding.

·       How a good camera can make a significant difference in video quality.

·       Why Investing in a decent microphone is affordable and impactful.

·       Leadership lessons Patrick has learned along the way.

·       Future predictions regarding AI.

About Patrick Kelley

Chief Technology Evangelist, Top 50 UCaaS Influencer, Published Author, Distinguished Architect, Public Speaker, Story Teller, Content Creator, Marketer, Sales Enablement Leader, and Donut Lover.

I help lead competitive enablement discussions with our customers.

Lead content creator

Sales Enablement Leader

Pre-Sales Engineer Lead

Public Speaker

Master of Ceremonies

Strategic Integration Leader

Technology Storyteller

Master of Webinars

The guy that answers the question “So who can lead this effort perfectly?”

Contact Patrick

Youtube. https://www.youtube.com/channel/UCAi8mVZlMS_9Mk2_R41VZWw

LinkedIn. https://www.linkedin.com/in/patrick-kelley-zoom/

Twitter. https://x.com/pkelley27

Have you ever noticed that being an entrepreneur and an IT leader require nearly the same skills?

On this episode of the Bridgecast, Scott sits down with Ryan DiRocco, CTO of Performive. We explore that intersection and how experience and mentorship play critical roles in both realms. We discuss why mentorship is essential—not just when you lack specific skills but even when you think you’ve covered them.

It's a lot like using an MSP to deliver a product. Sure, you could go it alone, but sometimes it's worth paying more to avoid costly mistakes. Like an MSP, mentorship can save you time, money, and headaches.

Ryan discusses his extensive background in technology, the evolution of Performive, and the importance of customer service in tech solutions. He also shares insights on navigating the mid-market landscape, the role of VMware, and the significance of leveraging hyper scalers and Desktop as a Service (DaaS) for business efficiency. The conversation also touches on lessons learned from past experiences and predictions for the future of IT infrastructure.

Performive partners with growing mid-sized companies by delivering secure, VMware-based cloud solutions, on-demand engineering resources, and 24/7/365 Devoted Customer Support. They meet their customers’ needs through VMware cloud solutions, data protection, and managed security services. With a consistent global platform to leverage, these medium-sized businesses now have access to solutions that simplify their day-to-day operations. Their customers’ internal IT teams are now entirely focused on driving innovation and business solutions in this demanding, ever-changing, technology-focused era.

Topics discussed in this episode: 

·       Why experience is invaluable in navigating business challenges and how mentorship can guide entrepreneurs.

·       Why understanding customer pain points is crucial for success.

·       Why the mid-market has unique challenges that require tailored solutions.

·       Why VMware plays a significant role in many mid-market organizations.

·       Why cost control is essential in managing IT budgets.

·       How DaaS can provide predictable costs and security for organizations.

·       How leveraging hyperscalers can optimize workload management.

·       Why redundancy in infrastructure is critical to avoid failures.

·       Why customer service should be at the core of technology offerings.

About Ryan DiRocco

Ryan DiRocco is an expert in networking and enterprise operations with more than two decades of experience within the IT and managed services sector. He brings deep knowledge in virtualized environment architectures, efficiencies, and operations to lead the Performive technical teams. Having built a solid foundation within the managed services space, Ryan’s experience and dedication is a key component of the Performive team.

The smooth operation of Performives’ global workloads is Ryan’s chief goal. Additionally, he guides engineering and technical product development across the brand.

Contact Ryan

Web. https://performive.com

LinkedIn. https://www.linkedin.com/in/ryan-dirocco-5453447/

IT leaders, remember when your headquarters was the heart of your business network? 

You connected everything to it—offices, remote workers through VPNs, and kept security at the HQ. Then, the cloud arrived, and COVID changed everything. Suddenly, we stopped focusing on connectivity and locations. 

Now, the data center and cloud are the new network core, and while speeds and performance still matter, they're not the main topic anymore.

In this episode of The Bridgecast, Scott interviews Anthony Lobretto, Senior Vice President of Connectivity Services, at 11:11 Systems. We discuss Anthony’s background, his journey to 11:11, and the company’s focus on bridging cloud connectivity and security. Also, we discussed how 11:11 provides a single pane of glass for managing connectivity, security, and cloud services, making it easier for customers to navigate and optimize their infrastructure. 

11:11 Systems is a managed infrastructure solutions provider that holistically addresses the challenges of next-generation managed cloud, connectivity and security requirements. 11:11 combines the teams and technology behind market-leading, analyst-vetted companies like Sungard AS and iland to deliver increased performance, optimization and savings. 11:11 provides cloud, connectivity and security solutions from its global footprint of data centers throughout North America, Europe, Australia and Asia.

Topics discussed in this episode: 

·       Why having a solid team, a clear mission, and a relentless attitude are crucial to success as an entrepreneur.

·       Why 11:11 offers agnostic connectivity services, allowing customers to mix and match their existing connections with additional circuits for resiliency.

·       How 11:11 is a marketplace vendor on AWS, making it easier for customers to purchase and manage their connectivity services.

·       Why mistakes are inevitable, but it’s essential to learn from them and operate within established policies and procedures.

·       Why, in a dystopian future, Anthony would choose iMessage as the one application left on his mobile phone.

About Anthony Lobretto

As the Senior Vice President of Connectivity at 11:11 Systems, Anthony drives transformative strategies in connectivity products and technology. With a keen focus on innovation, he leads comprehensive initiatives spanning quoting, cost management, systems, and M&A infrastructure integration. At the intersection of vision and execution, he defines and executes the connectivity product strategy, ensuring that 11:11 Systems’ offerings align with market dynamics and propel 11:11 Systems to the forefront of the industry. Anthony’s leadership extends to optimizing quoting processes, managing costs for sustained profitability, orchestrating streamlined systems, and seamlessly integrating new infrastructures through mergers and acquisitions. This role encapsulates his  commitment to shaping the future of connectivity, fostering innovation, and positioning 11:11 Systems as a trailblazer in the evolving landscape of Cloud, Security, and Connectivity.

Contact Anthony

Web. https://1111systems.com/

LinkedIn. https://www.linkedin.com/in/anthony-lobretto/

When optimizing your cloud hyperscaler expenses, there’s a massive difference between workload optimization and rate optimization. We put tons of effort into the performance of our workloads to control usage, but far less attention is paid to how much we pay for that usage.

And we’re not talking about the size we buy — we’re talking about the minor incremental changes that can be accomplished algorithmically throughout the day to ensure that you are paying less for the usage that your workload generates.

In this episode of The Bridgecast, Scott interviews Chris Cochran, co-founder and CEO of ProsperOps. the tech scene in Austin, the importance of automation in cloud optimization, and the value of rate optimization in reducing cloud costs. Chris shares his experience starting the company and offers advice for entrepreneurs. We also talk about AI's potential and future in cloud optimization.

ProsperOps’ is a hands-free AWS cost optimization platform offering customers a solution to automatically reduce their AWS cloud costs with zero ongoing effort. Their mission is to remove complexity and deliver savings outcomes so every business can prosper in the cloud.

• How automation and algorithms can solve cloud optimization problems that humans can’t, leading to cost savings and improved performance.
• Why rate optimization, focusing on reducing cloud costs, is an important aspect of cloud optimization.
• Why starting a company requires finding the right partners and having a clear vision.
• How the potential of AI in solving specific problems is still being explored.
• Why In a hypothetical world-ending scenario, X would be the app of choice for entertainment and information.

ABOUT CHRIS COCHRAN

Chris co-founded ProsperOps with two former colleagues from Rackspace and serves as CEO. Our FinOps automation platform delivers a simple, fully autonomous cost optimization service for the Amazon Web Services (AWS) and Google Cloud.

Previously, Chris served as CEO of Chargify, a recurring billing and subscription management SaaS. In eighteen months, the company doubled revenue, headcount, and changed every element of strategy, culture, product, and business model to reposition into the top tier of providers.

Prior to Chargify, Chris was a Senior Vice President & General Manager at Rackspace during its growth from $500 million to $2 billion in revenue. During his tenure, Chris co-founded and/or led multiple business units (Fanatical Support for AWS, Enterprise, Managed Colocation, DataStores, Private Cloud) and corporate strategy during the shift to managed cloud.

Prior to Rackspace, Chris held strategy and operations roles with Electronic Data Systems and was a management consultant with Ernst & Young. Chris earned a Bachelor’s degree in Industrial Engineering from Texas A&M University and a MBA from the University of Texas at Austin.

CONTACT CHRIS 

Web. http://www.prosperops.com

LinkedIn. https://www.linkedin.com/company/prosperops/

Insta. https://www.instagram.com/prosperops/

Information security and risk management are kind of like the chicken or the egg — what comes first? In this episode of The Bridgecast, Scott interviews Melanie Thomas, the Vice President of Cybersecurity at Bridgepointe. They discuss Melanie’s background, her transition to Bridgepointe, and her belief that change doesn’t need to be scary, but in light of recent events, it IS necessary. We also discussed the recent CrowdStrike outage how it may affect how we think about our internal IT operations.

Melanie shares her insights on the importance of policy and governance in cybersecurity, the need for more centralized control of devices, and the potential consolidation of vendors in the industry. They also touch on the concept of Hope Punk and its relevance in approaching cybersecurity challenges with optimism and resilience.

Topics discussed in this episode on information security and risk management:

·       Melanie’s background and transition to Bridgepointe as the VP of Cybersecurity.

·       Why is the cybersecurity market moving towards more mature conversations, with customers having an idea of their security needs and implementing basic solutions?

·       How the recent CrowdStrike incident highlights the importance of policy and governance in cybersecurity and the need for centralized device control.

Why vendors may need to take a step back and prioritize testing and release processes to avoid overpromising and underdelivering.

BLOG. Lessons from the CrowdStrike Outage: Moving Forward by Building Sustainable Systems

PODCAST. Exploring the Cybersecurity Landscape with Melanie Thomas of AT&T

ABOUT MELANIE THOMAS

Melanie Thomas is the Vice President of Cybersecurity at Bridgepointe Technologies. Thomas joins Bridgepointe from LevelBlue, formerly AT&T Cybersecurity, where she held the role of Principal-Cybersecurity, overseeing services such as Managed Threat Detect and Respond (MTDR) and Managed Endpoint Security (MES), in addition to advising security and consulting teams on active customer incident response engagements. A respected leader in the cybersecurity space, Melanie is also an adjunct professor at the University of San Diego and holds multiple certifications, along with a M.S. in Cybersecurity Strategy and Information Management.

CONTACT MELANIE

Web. https://bridgepointetechnologies.com/team/melaniethomas/ 

University of SD. https://onlinedegrees.sandiego.edu/faculty/melanie-thomas/

LinkedIn. https://www.linkedin.com/in/themelaniethomas/

Every business book in the past 20 years has in some way talked about being customer-obsessed. And of course, to do that, you need to empower your employees to innovate. Mistakes be damned! However, some recent challenges with software updates to 80 % of the operating systems in the world might say that we may need to pause unbridled innovation. 

In this episode of The Bridgecast, I interview Jack Jackson, a seasoned tech executive and author of the upcoming book Reaction to Inaction. During our conversation, Jack shares his background in the tech industry and his passion for leadership, emphasizing the importance of inspiring and empowering people to be successful.

Our primary focus for the chat was on Jack’s book, which explores how organizations, employees, and customers suffer when people fail to take action and provide insights and strategies for overcoming inaction and driving positive change.

The book Reaction to Inaction addresses the issue of organizations and employees. Jack was inspired to write it after witnessing an employee’s frustration in trying to help a customer but being unable to take action due to red tape and bureaucracy. The book proposes a framework for building dynamic and innovative organizations where employees feel empowered and trusted. It emphasizes the importance of putting the customer first and removing barriers to action. 

Topics covered in this episode:

●      How Jack’s book provides insights and strategies for overcoming inaction.

●      and driving positive change.

●      Why building fences, not tearing them down, might be

●      the key to balancing innovation and risk.

●      How leadership is about inspiring and empowering people to be successful.

●      Why inaction can have negative consequences for organizations, employees, and customers.

●      Why taking action is essential for driving positive change.

●      How organizations, employees, and customers suffer when people fail to take action.

●      The book’s framework for building dynamic and innovative organizations.

●      How the framework applies to various areas —including IT —and encourages employee empowerment while managing compliance and risk. 

Why putting the customer first and removing barriers to action are key principles in the book.

Get The Book

https://thereactiontoinactionbook.com/

ABOUT JACK JACKSON

Experienced operational hyper growth executive with a dynamic management career in selling technology products within a competitive global landscape. Organizational health builder with 20 years experience exceeding revenue goals in worldwide markets. Proven sales leader with direct and channel success. Expert in building top-producing selling organizations through strategic marketing, tactical sales, key account management partner enablement and operational excellence. Deep understanding of growth and scale operations. Outstanding record of achievement in large sales negotiations. Excellent communicator with the ability to actively manage change. Impeccable track record of high growth quick to scale execution. Track record of building high performance sales organizations and managing 100M+ organizations.

CONTACT JACK

LinkedIn. https://www.linkedin.com/in/jack-jackson-4137894

Web. https://aratum.com/perspective/saas-sales-expert-jack-jackson-joins-aratum-as-senior-vice-president-for-global-sales/

You’ve heard the old adage that everyone in business is in customer service or customer experience. Yet, legacy contact center software has been designed for one primary

workflow — the customer service agent. This results in our approach to CX and customer expectations being out of alignment, meaning we need to focus more on contact center integration. 

On this episode of The Bridgecast, I talk to Rei Kesai, Senior Vice President of Product at Talkdesk. We discuss Rei’s background, his journey in the CX space, and how Talkdesk has evolved into a full-blown CCaaS platform. 

We also explore the convergence of communications, customer data management, analytics, and automation and how Talkdesk focuses on creating industry-specific workflows and applications. We chat about the challenges of integration, the importance of simplifying the customer experience and the changing expectations of customers. 

Talkdesk® is a global cloud contact center leader for enterprises of all sizes. Talkdesk CX Cloud and Industry Experience Clouds help enterprises deliver modern customer service their way. Their trusted, flexible, and innovative contact center platform leverages AI and automation to drive exceptional customer outcomes and improve the bottom line. 

Topics covered in this episode: 

●      How Talkdesk has evolved from a telephony capability for CRM platforms to a full-blown CCaaS platform and an AI platform for customer experience.

●      How Talkdesk focuses on creating industry-specific workflows and applications to enable customer experiences and solve high-value use cases.

●      Why is simplifying integration with standard back-office systems of record a crucial focus for Talkdesk?

●      How the expectations of customers and businesses have changed, with a demand for multimodal and connected communications.

●      Why Talkdesk aims to provide a seamless and personalized customer experience by enabling choice and integrating different communication modalities.

●      Why Talkdesk believes that everyone in the company, not just a specific department, should be involved in delivering great customer service.

●      How AI is being used to drive workflows and integrate with business applications, enhancing customer experiences.

●      Why Talkdesk has developed a platform incorporating advanced technologies like AI and NLP to automate and analyze customer interactions.

How Talkdesk’s product, Navigator, replaces the traditional IVR system and provides more personalized and efficient customer service

Other Talkdesk Episodes

The Intersection of Business Communication and Technology with Talkdesk’s Bill Welch

ABOUT REI KESAI 

I am a strategic product and engineering executive and my specialty is building scalable businesses, teams, and products. I have had the fortunate opportunity of experiencing what it takes to build start-ups into market leaders multiple times and have operated at all stages of growth from early-stage start-ups to mature global tech companies. My 25+ Years of experience includes: • GenAI, CRM/CX, Enterprise App Platforms, Analytics, Mobile, IoT, Mar-tech, SFA, Customer Service, Field Service, and Contact Center • Hiring, managing, and leading small VC-backed start-up teams to large global development organizations • Defining strategy, delivering roadmap, and nurturing customer relationships to secure market leadership • Managing hyper-growth as a company being acquired as well as being the acquirer • Transforming cultures from sales and engineering-led companies to a product-led one • Building and launching new disruptive products from ground up • Leadership roles in strategy, product, and engineering and GTM roles in pre-sales and product marketing

CONTACT REI

LinkedIn. https://www.linkedin.com/in/reikasai/

Web. https://www.talkdesk.com/