Customer Engagement
42 episodes on Customer Engagement.
How Do You Know Your Security Tools Are Actually Working?
Every security vendor's proof of value is built to find something scary in your environment. That's not proof their tool works, it's a sales tactic every vendor uses. Tony Lauro, Akamai's Senior Director of Security Technology and Strategy, admits it on the record, and by the end even he and Max agree on the uncomfortable part: neither side of the table always knows if a security purchase was the right one.
Are You Buying Teams Voice in the Wrong Order?
You know who sold you Teams Voice. Do you know who's actually running it? Find out before your next renewal, not after the outage.
Did You Make a Security Exception for AI?
A black box coding tool is already behind your VPN, and nobody vetted it. Thomas Cooper on the one call that decides if you catch this now or pay later.
Did Your AI Agents Move Faster Than Your Security?
You bought the platform. You renewed the contract. And 80% of your breach risk is coming from the one thing the platform wasn't built to catch.
Why Companies Spend Millions on Data (And Still Get No Value)
Max Clark is joined by Ed Bailey, Field CISO at Cribl, to discuss why many companies invest heavily in collecting data but struggle to turn it into meaningful outcomes.
From 400 Calls in Queue to Zero Hold Time
What happens when your contact center hits peak demand… and the queue explodes?
Why Contact Center AI Projects Fail After the Demo
The demo was perfect. Then deployment happened. If your contact center AI “worked” in a pilot but fell apart in production—this episode explains why.
Is Your IT System Killing Your Leads?
Every minute you wait to respond, another lead dies. Missed calls, ignored forms, slow follow-ups, your IT system might be the silent killer behind your pipeline collapse.
AI That Saves Agents: Not Replaces Them
Imagine your call volume doubles overnight, but your hiring budget is stuck at zero. Most contact centers would collapse. Heritage Federal Credit Union didn’t.
Microsoft Wants You Off Calling Plans
Microsoft doesn’t just allow you to leave Calling Plans—they’ve built tools to help you do it. That’s not a glitch in the strategy. It is the strategy.
The $11 Million Security Illusion: Why Big Businesses Are Still Sitting Ducks with AJ King
What if I told you $11M in security won’t keep you safe? Enterprises pour millions into cybersecurity, yet breaches persist. Are they securing their data or actually funding the next big hack?
The IT Strategy Blind Spot You Can’t Afford to Ignore - Neil Simbulan on What Companies Get Wrong
What if the real threat to your company's growth isn’t budget, talent, or cutting-edge tech - but a critical IT blind spot you don’t even see?
Microsoft Teams Just Changed the Game—Here’s Why No One’s Talking About It
Microsoft Teams just pulled off something huge, yet almost no one is talking about it. While other UCaaS platforms struggle with inconsistent user experiences, Microsoft quietly solved a problem that has plagued businesses for years.
The Real Issue with Communication Tools: Why the Tool Isn’t the Problem
Why does communication still feel chaotic, even when you’ve got the right tools in place? It’s easy to blame the tool, but the truth is, the real issue might lie in the way you’re using it.
The Software Licensing Scam: Are You Wasting Money on Tools No One Uses?
If you had to bet, how many of your company’s software tools are actually being used? Most businesses sign contracts and assume their teams are onboard, but what if they’re not? What if employees hate the system, have stopped using it, or found workarounds - while the company keeps paying?
The Guaranteed Way to Scale Your Business: The 4D’s That Will Change Everything
Feeling like your business is stuck in a loop of chaos and confusion? What if you could cut through the noise, streamline everything, and scale faster than ever?
Microsoft Teams: The Hidden Strategy That’s Changing the Phone System Game
Have you ever stopped to think about how your phone system is evolving? With traditional desk phones becoming obsolete, it’s time to ask: what’s next for business communication? You might be surprised by what’s quietly taking over the game.
The Hack to Getting More from Your Service Provider (Without Paying More)
Think cutting out the middleman saves you money? Think again. Many businesses assume going direct means getting the best deal. Spoiler alert: It doesn’t.
The $100K Mistake Companies Make with Their Phone - And Why Dialpad is the Only Solution You Need
Losing six figures a year to a failing phone system? One move could cut the waste and boost communication instantly.
Everything You Know About Tech Marketing is a Lie
Tech marketing is designed to manipulate you. Every year, vendors roll out “must-have” solutions that sound futuristic and groundbreaking - but how much of it is really new? More often than not, you’re paying a premium for the same technology with a different name.
The Hidden Struggles of SMS Campaigns: What They Don’t Tell You
Ever tried sending a simple text to your customers, only to find out it’s nearly impossible? While legitimate businesses struggle to register SMS campaigns, spammers continue flooding inboxes with junk messages. Why is the system broken, and what can you do about it?
Adam Settle Exposes the CX Mistakes Costing You Customers & Millions in Revenue
Lost customers mean lost revenue. Slow responses and poor customer experience cost more than you think. The best companies don’t just keep customers - they create lifelong advocates.
Hackers Strike in Seconds - Scott Bennett on How Darktrace’s AI Stops CEO Scams & Airport Breaches
Your systems are secure. Your team is ready. Yet, right now, AI-powered hackers are about to find the gap you missed. What happens next? Seconds decide.
The HubSpot Hack: Automate Your Follow-Ups & Never Miss a Lead Again!
How many deals slipped away because someone forgot to follow up? Most companies don't struggle to sell—they struggle to stay in touch. But what if you could automate your outreach and guarantee no lead ever falls through the cracks again?
You Don’t Need Another Sales Call. You Need an Answer.
30 minutes. No pitch. Just an honest conversation about where you are, what you need, and whether working together makes sense.
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