Show Notes for Series 03 Episode 44

Voice technologies are improving rapidly and manner companies are using artificial intelligence algorithms to change the ways they interact with their customers.

Our guest on the Tech Means Business podcast, Jason Roos, is no stranger to the concept of tech in contact centers, but unlike many, he’s a savvy commentator and protagonist in this space. In this episode, we talk about AI, sentiment analysis, and the employee experience of the contact center worker in a post-COVID working environment.

The customer experience is practically defined by the ways that the brand’s contact center works, so getting this part of the business’s workings absolutely right is critical in converting prospects and customers into brand advocates.

CIRRUS (Jason’s company – he’s the CEO) can help and contact center add more ‘channels’, but Jason insists there’s so, so much more to running a decent CX operation than that.

Industry insights from the inside, from Jason Roos, who’s here on LinkedIn:
https://www.linkedin.com/in/jason-roos-b923931/

Read about CIRRUS Response here:
https://www.cirrusresponse.com/

Joe Green is waiting for your call, right here:
https://www.linkedin.com/in/josephedwardgreen/

The post Value the brand? Value the contact center! appeared first on TechHQ.

Show Notes for Series 03 Episode 43
This podcast is produced in conjunction with Delinea
Although the motives of cyber attackers may be slightly different from the point of view of security experts in the public sector, their methods tend not to be. But there are particular ways that organizations can protect themselves more thoroughly, and our guest on this episode of the Tech Means Business podcast knows most of them.

Nigel Tan, the APAC Director of Systems Engineering at Delinea has had a long and distinguished career in cybersecurity, and talks to us today about zero-trust and PAM (privileged access management) in the enterprise.

It’s becoming increasingly necessary to ensure a constant check is made on access to information and software, whether that’s in the cloud or on-premise. Additionally, “identities” are a concept applicable to both machines and people. A complicated situation, that many in cybersecurity teams are struggling to contend with.

Nigel guides us through the technical side of the issues in play, and we discuss best practice, current trends in hacker behavior, and the differences that need to be considered when protecting large, public sector organizations from bad actors.

You can learn more about Delinea here:
https://delinea.com/

Nigel Tan is on LinkedIn, here:
https://www.linkedin.com/in/nigel-t-bb4bba7/

And Joe Green, your host, is here:
https://www.linkedin.com/in/josephedwardgreen/

The post Protecting the public sector with PAM and zero-trust appeared first on TechHQ.

Show Notes for Series 03 Episode 42
This podcast is produced in conjunction with RingCentral
Customer experience isn’t necessarily intangible, it’s just difficult to describe and therefore get right. Our guest today on the Tech Means Business podcast has been helping companies create world-class CX via the professional industry association he started, the ACXPA (Australian Customer Experience Professionals Association).

Justin Tippett started his career on the phones and followed a career trajectory that led him to supervisor, manager, and eventually, go-to industry consultant.

Even if your organisation is using some of the best technology in the customer contact centre, like the RingCentral omnichannel communications platform, there’s more to building brand advocates from every customer (although great tech sure helps!).

The ways your technologies integrate with one another is one aspect, as is agent training, remote working policies, contact centre camaraderie and much more. Justin helps us explode some CX myths and offers much practical advice for any company that’s looking to invest in its customer experience function.

The ACXPA can be found here:
https://acxpa.com.au/

RingCentral’s technology can be explored from here:
https://www.ringcentral.com/au/en/

Justin Tippett, chief executive officer of the ACXPA on LinkedIn, is here:
https://www.linkedin.com/in/justintippett/

Joe Green is currently on hold, here:
https://www.linkedin.com/in/josephedwardgreen/

The post Agents of change: the elements of high-flying CX appeared first on TechHQ.

Show Notes for Series 03 Episode 41
This podcast is produced in conjunction with ConnectWise

When companies use the services of a Managed Service Provider (MSP) for their IT needs, they’re handing over a good part of responsibility for their cybersecurity too.

But the importance of protection online means that it’s still incumbent on the owner of any data (including intellectual property) to ensure they’re as safe as they can be. Today’s guest on the Tech Means Business podcast argues the case for a high degree of cybersecurity awareness, regardless of whether there’s an MSP in the picture.

“It’s all about your appetite for risk,” says Leon Friend of ConnectWise, whose company helps MSPs deliver the best possible cybersecurity for their clients, educating and informing about the best ways to protect multiple targets.

In the context of the ACSC’s Essential Eight, we talk about cyber insurance, the chancers of the hacking world, script kiddies and the rise in sophisticated hacking methods now available to anyone with half an interest in an illicit income.

Whether you run an MSP or just want to learn about the best approaches to protecting an organisation, this episode of TMB is essential listening.

ConnectWise on the web:
https://www.connectwise.com/

The events run by ConnectWise in APAC:
August 17 – Cybersecurity Masterclass, Sydney
https://www.connectwise.com/theitnation/evolve/agenda?tab=apac

Read about the ACSC’s Essential Eight:
https://www.cyber.gov.au/resources-business-and-government/essential-cyber-security/essential-eight

Leon Friend, friend of the show is on LinkedIn:
https://www.linkedin.com/in/leonfriend/

Joe Green and his safe room are here:
https://www.linkedin.com/in/josephedwardgreen/

The post Managing Risk with your Managed Service Provider appeared first on TechHQ.

Show Notes for Series 03 Episode 40
This podcast is produced in conjunction with Prospection.

The medical data collected throughout our lives details who we are, what made us ill, and what treatments we’ve been given – and their outcomes. If we could give all that data to a smart set of algorithms, we can discover better treatments, more effective drugs and courses of action for when we, and others, are ill.

That’s the impetus behind and credo of Prospection. It’s a company that pieces together anonymized patient data, extrapolates results of treatments, and applies its findings to bring about more effective drugs and treatments.

Eric Chung started Prospection when he was bitten by the entrepreneurial bug, but his background is in data and artificial intelligence. Now, the company is a world leader in the very specific techniques and intricacies of using medical data for the betterment of treatments all over the world.

We chat about how patient data is different depending on where it comes from, the external influences of healthcare models, anonymization and more.

Prospection’s website is here as a source of more information:
https://prospection.com/

Eric Chung’s LinkedIn page is here:
https://www.linkedin.com/in/eric-chung-13912926/

Joe Green on LinkedIn:
https://www.linkedin.com/in/josephedwardgreen/

The post A Healthy Dose of Data Science appeared first on TechHQ.

Show Notes for Series 03 Episode 39
This podcast is produced in conjunction with Nuage Networks.

The software-defined WAN (wide area network) is a piece of networking technology that simply makes life easier (and safer) for any organization with a distributed network.

Instead of struggling to join MPLS, ADSL, and other interconnects together and then blanket the whole thing in encryption, SD-WAN handles all the details. Primary among SD-WAN suppliers is Nuage Networks, the SD-WAN specialist division of Nokia.

Our guests in this episode of the Tech Means Business are Saurabh Sandhir, the Vice President and General Manager of Nuage Networks, and Arun Pathak, Vice President of Managed Network and Collaboration Services for NTT. Arun speaks as the enterprise-scale expert in India of SD-WAN technology and software, one that partners with Nuage as its de facto supplier.

We talk about the effects of the cloud on networks, the advantages of SD-WAN, and how this layer of software abstraction increases cybersecurity at the network level.

Learn more about Nuage Networks here:
https://www.nuagenetworks.net/

NTT Global is here:
https://services.global.ntt/

Saurabh Sandhir is on LinkedIn:
https://www.linkedin.com/in/ssandhir/

NTT’s Arun Pathak is here:
https://www.linkedin.com/in/arun-pathak-4a730a14/

The host of Tech Means Business can be found here:
https://www.linkedin.com/in/josephedwardgreen/

The post Defining the Safer, Distributed Business Network appeared first on TechHQ.

Show Notes for Series 03 Episode 38
This podcast is produced in conjunction with KUKA.

Robotics and automated systems are no strangers to industry, especially in areas like engineering, manufacturing and logistics. Yet investing in automated systems at any scale seems daunting, potentially very disruptive, and hugely costly.

Not so, says our guest on this episode of the Tech Means Business podcast. Neil Mead, Head of Regional Marketing for EMEA & LATAM at KUKA joins us to talk about how automated systems and hardware can be deployed in many facilities without all those risks.

Thanks to a number of factors (digital twins, VR models, piecemeal integration and security consciousness), companies can and are installing robots and automated machines at small and large scales. Return on investment is pretty quick, and digital twins of new systems or entire operations help stakeholder buy-in and change management alike.

KUKA celebrates 125 years in industry this year, from its small beginnings as a welding workshop to the global automation giant it is today.

Read more about KUKA here:

iiQKA software is here (“IQ-kah”):

Connect with Neil Mead of KUKA here:

Joe Green, your all-digital host is here:

The post Robots for the People appeared first on TechHQ.

Show Notes for Series 03 Episode 37
This podcast is produced in conjunction with OutSystems.

With the pressure on teams of developers to iterate quickly and bring projects to production status, low-code frameworks can be the difference between success and failure.

In this episode of Tech Means Business, we talk to Richard Davies, Director, Strategic Customers (APAC) of OutSystems, about how dev teams in the region can use low-code to produce secure and governance-compliant code that’s up and running faster than using traditional tooling.

We cover different use cases for low-code, too, like updating legacy code, recreating more scalable extant applications, and creating scalability in what might be seemingly immovable, business-critical systems.

If your organization is looking at low-code, there are ways to test the water, like day-long jump start sessions, plus multiple online resources to absorb information and see what’s possible.

Get started with OutSystems in the cloud or on-premise, beginning here:
https://www.outsystems.com/

Jump start sessions for mixed teams of developers and stakeholders here:
https://www.outsystems.com/events/jump-start/

Other resources, media, and reading:
https://www.outsystems.com/learn/

Richard Davies is on LinkedIn here:
https://www.linkedin.com/in/richdavies1/

Joe “Hello World” Green is here:
https://www.linkedin.com/in/josephedwardgreen/

The post Adding secure low-code to the developer’s toolkit appeared first on TechHQ.

Show Notes for Series 03 Episode 36
This podcast is produced in conjunction with Wipro.

The last time we talked to Wipro about retail, we were looking at some of the challenges facing companies as they transitioned their IT stack to the cloud. In this episode of the Tech Means Business podcast we look at cybersecurity in the retail space, and how outsourcing helps companies find compliant, scalable and safe ways to operate.

To attackers, every retailer and its assets (brick and mortar or virtual) are just IP addresses. So, what are the specific security issues facing the sector that, more than most, defines “edge computing” (or “many shops” as we might say)?

And with OT (operational technology) so significant in what are often long and complex supply chains, retailers have very specific cybersecurity issues that our guests address during the course of our discussion.

To learn more about Wipro’s work with large retailers in the UK, Ireland and across the world as well as its work in cybersecurity, visit here:

https://www.wipro.com/retail/

https://www.wipro.com/cybersecurity/

Prabhu Ramaiah is on LinkedIn, here:

https://www.linkedin.com/in/prabhu-ramaiah-8328b06/

Hitesh Bansal is here:

https://www.linkedin.com/in/bansalhitesh/

Richard Vinnicombe can be found here:

https://www.linkedin.com/in/richard-vinnicombe-46b36817/

And Joe Greens are BOGOF here:

https://www.linkedin.com/in/josephedwardgreen/

The post Shopping around for cybersecurity partnerships appeared first on TechHQ.

Show Notes for Series 03 Episode 35
This podcast is produced in conjunction with Wipro.

The economic downturn is turning the screws on public sector funding right across the world. In the UK and Ireland that’s no different, with smaller budgets, a demand for more open, easily accessible services and, of course, the expectation that everything is to be delivered safely.

Many government departments, authorities and taxpayer funded organisations look to outsourcing ‘non-core or enabling functions’ as a way of focusing on delivering the best core value to citizens.

There are particular constraints on the public sector in the UK & Ireland in terms of data sharing inside the auspices of the legal & regulatory requirements, plus a need to offer services down as many routes as possible to a very broad demographic.

On today’s episode of the Tech Means Business podcast, Joe Green talks to two representatives from Wipro, a global multinational service provider, about some of these challenges and possible ways to approach cybersecurity service delivery in the public sector. Our guests talk about risk, cybersecurity education, and budgetary difficulties facing the sector, and bring their expertise to bear on this complex area.

Learn more about Wipro’s work in the public sector and cybersecurity here:
https://www.wipro.com/public-sector/
https://www.wipro.com/cybersecurity/

Hitesh Bansal, Country Head (UK & Ireland), Cybersecurity & Risk Services is here:
https://www.linkedin.com/in/bansalhitesh/

Richard Vinnicombe, Partner at Wipro Limited can be found here:
https://www.linkedin.com/in/richard-vinnicombe-46b36817/

Your host is Joe Green, who is here:
https://www.linkedin.com/in/josephedwardgreen/

The post Safer digital public services in focus appeared first on TechHQ.