Guests
Meet the people who have joined the show.
Wes Dudey
1 episode
Wes Dudley is a customer experience and retail operations executive with more than 35 years of leadership experience driving business transformation, operational excellence, and customer-centric innovation. As Senior Vice President …
Gina Gibson
1 episode
Today’s guest is Gina Gibson — CEO of Think Forward and host of The Tech Matchmaker podcast, where she shines a light on breakthrough technology transforming the contact center space. …
Justin Robbins
1 episode
Justin Robbins brings more than two decades of experience helping organizations turn purpose into practice. His background spans customer experience operations, workforce development, and leadership strategy, with hands-on experience inside …
Laura Zegar
1 episode
Laura is the founder of QuantumCX, a customer service & customer experience consulting practice specializing in contact center transformation. Previously, she was a Bank of America VP with contact center …
Lorne Wood
1 episode
Lorne Wood is a recognized leader in contact center operations, quality assurance, and culture transformation, with over 30 years of experience driving strategic improvements, inspiring teams, and elevating customer experiences. …
Cynthia Carrese
1 episode
Cynthia Carrese is a high-energy customer success and leadership strategist who knows how to turn contact and sales centers into places where performance and fun go hand in hand. With …
Valerie McSorley
1 episode
Valerie McSorley is a powerhouse of connection and innovation. An award-winning producer, podcast host, and visionary leader with a knack for networking and a passion for building communities where people …
Shellie Plymale
1 episode
With over 30 years of experience in contact center operations and technology, I help businesses turn complex challenges into measurable results. As an executive consultant and advisor, I specialize in …
Jon Brown
1 episode
Jon Brown is Senior Vice President of Client Results at Liveops, a Solution Provider in the Cloud Tech Gurus Marketplace and a Cloud Tech Gurus client. Liveops delivers GigCX — …
Mike Schulman
1 episode
Michael Schulman is Vice President of Channel Sales, Americas at Yellow.ai, a Solution Provider in the Cloud Tech Gurus Marketplace. He builds and leads the partner ecosystem for Yellow.ai's AI-powered …
Siddharth Victor
1 episode
In this episode, Darren Prine sits down with Siddharth Victor, SVP & Head of Support Services at Movate, to break down why the traditional BPO model is structurally misaligned with …
Rebecca Clyde
1 episode
Rebecca Clyde is co-founder and CEO of Botco.ai, whose genAI Chat Cloud powers automated, personalized conversations between businesses and their customers. She founded the company in 2016 with serial entrepreneur …
Jim Murphy
1 episode
Jim Murphy is CEO and co-founder of Broadvoice, now Broadvoice GoContact, a Solution Provider in the Cloud Tech Gurus Marketplace. Broadvoice GoContact is an AI-powered customer experience and cloud communications …
Wayne Butterfield
1 episode
Wayne Butterfield is founder of STX.AI, a boutique consultancy helping technology startups sharpen market positioning and operational efficiency. He spent a decade at ISG — as Director of Intelligent Automation, …
Adam Fenwick
1 episode
Adam Fenwick is Senior Vice President of Global Alliances at boost.ai, a Solution Provider in the Cloud Tech Gurus Marketplace. boost.ai blends conversational and generative AI for large, heavily regulated …
Tyler Dixon
1 episode
Tyler Dixon is Senior Vice President of Customer Growth at livepro, where he leads the commercial team behind livepro's AI-powered knowledge management platform for contact centers, with deep penetration in …
Dan O'Connell
1 episode
Dan O'Connell is CEO of Front, a Solution Provider in the Cloud Tech Gurus Marketplace. Front is a customer communication platform that unifies support and customer success, and Dan came …
Jim Iyoob
2 episodes
Jim Iyoob is President of ETS Labs and Chief Revenue Officer at Etech Global Services, a Solution Provider in the Cloud Tech Gurus Marketplace. Etech is a global BPO operating …
Pat Reetz
1 episode
Pat Reetz is Chief Growth Officer at LinkLive, a Solution Provider in the Cloud Tech Gurus Marketplace. LinkLive is an AI-enabled contact center and digital customer service platform serving more …
Brad Garner
1 episode
Brad Garner is Director of Sales and AI Orchestration Consultant at Krista, a Solution Provider in the Cloud Tech Gurus Marketplace, where he's been since November 2023. He spent eleven …
Aaron Symbolik
1 episode
Aaron Symbolik is an AI Orchestration Consultant at Krista, a Solution Provider in the Cloud Tech Gurus Marketplace. Krista is the Dallas-based AI-led automation platform that orchestrates workflows across people, …
Martin Hobratschk
1 episode
Martin Hobratschk is a Guru with Cloud Tech Gurus and founder and principal of Cognita Knowledge Management, a knowledge management consultancy for contact centers he launched in 2024. He spent …
Jeofrey Bean
1 episode
Jeofrey Bean is a customer experience and marketing consultant, workshop leader, and speaker who runs Del Mar Research, advising companies on marketing and CX decisions that increase customer advocacy and …
Andreas Knoefel
1 episode
Andreas Knoefel is a customer success and services executive who has built the function from the inside — at Apple, at NextLabs, and at a string of startups. He's the …
Vicki Brackett
1 episode
Vicki Brackett is a Guru with Cloud Tech Gurus and Head of CX and Chief Knowledge Officer at Knowledgely, where she helps contact centers realign their knowledge management strategies to …
Chaitanya Chokkareddy
1 episode
Chaitanya Chokkareddy is co-founder and Chief Technology Officer of Ozonetel, a Solution Provider in the Cloud Tech Gurus Marketplace. He architected the core CCaaS/CPaaS application framework that carries 20 million …
Rob Enslow
8 episodes
Rob Enslow is a contact center technology and BPO advisor specializing in CCaaS sourcing, cloud contact center architecture, and the practical application of AI, generative AI, and NLP to customer …
Jim Triggs
1 episode
Jim Triggs is President and CEO of Money Management International, the nation's largest nonprofit credit counseling agency, where he's spent nearly three decades and has led as CEO since 2019. …
Aarde Cosseboom
1 episode
Aarde Cosseboom, Guru with Cloud Tech Gurus. He is the founder of Palomarr and ClaritiCX, author of Enable Better Service, and a 20-year contact center operator who has fixed more …
Alex McBratney
1 episode
Alex McBratney is a Guru with Cloud Tech Gurus and the Co-Founder and CRO of Adler Advisors. He's spent 15-plus years in telecom and IT services, building an advisory practice …
Lance Fried
1 episode
Lance Fried is Founder and Board Member of Ringer Interactive, a Branded Caller ID company whose Full-Screen Branded Calling reduces blocked calls and improves answer and first-call-resolution rates for enterprise …
Linda Klug
1 episode
Linda Klug is founder and CEO of Airin, an AI deep technology company that clones the cognitive reasoning of experts to create AI companions for human staff — roughly doubling …
Eddie Christian
1 episode
Eddie Christian is Global Head of Customer Success at Resy, American Express's Global Dining Network. He's spent twenty-plus years as a post-sale organization strategist across customer success, customer experience, sales, …
Mark Pereira
1 episode
Mark Pereira is a learning and development professional, trainer, and on-site supervisor who writes the Coach's Corner column for Contact Center Pipeline, with more than forty articles on agent coaching, …
Emre Tekoglu
1 episode
Emre Tekoglu is Vice President of Customer Support at Zywave, the Milwaukee-based SaaS provider serving insurance brokers and financial planners. He built his career in technical support leadership — SunGard …
Owen McGrath
2 episodes
Owen McGrath is a Senior Strategic Account Executive at Stackline, a retail intelligence and software company that helps brands manage and grow their e-commerce businesses through sales, advertising, content, and …
Jennifer Waite
1 episode
Jen Waite is a product marketing leader with more than three decades in customer experience and the contact center industry. She served as Vice President of Product Marketing at Playvox …
Jason Cutter
1 episode
Jason Cutter is a sales and call center operations consultant, speaker, and four-time author whose foundational book is Selling With Authentic Persuasion: Transform from Order Taker to Quota Breaker. Through …
Blair Stevenson
1 episode
Blair Stevenson is founder and CEO of BravaTrak, a behavioral-science-based system that measures and improves coaching effectiveness in contact centers. He's specialized in frontline performance for 23 years, working with …
John Kelly
1 episode
John Kelly leads Next Chapter Advisory Group, where he works with companies that have strong product and a broken go-to-market motion, rebuilding the revenue engine. He brings more than 25 …
Andy Bird
1 episode
Andy Bird is Chief Product and Technology Officer at LinkLive — an AI-enabled contact center platform trusted by more than 1,000 organizations in regulated industries — and a solution provider …
Vince Lynch
1 episode
Vince Lynch is founder and CEO of IV.AI, an AI platform for AI-powered decision making that operates across 156 languages and serves clients including Netflix, Uber, Samsung, Disney, Walmart, Capital …
Paul Husar
1 episode
Paul Husar is a hands-on customer service and contact center operations leader who spent years running call center operations at LG Electronics. He works through performance metrics, Lean process improvement, …
Dan Hale
1 episode
Dan Hale is Managing Director of Customer Care at Best Western Hotels & Resorts, part of the BWH Hotels enterprise spanning 19 brands and roughly 4,300 hotels across 100-plus countries. …