The Bridge Podcast

In this live episode of The Bridgecast from the Bridgepointe Tech Summit 2025, host Scott Kinka welcomes Aaron Darcy, Senior Vice President of Corporate Strategy and Go-to-Market for Lumen, for a deep dive into digital transformation, network modernization, and the infrastructure requirements for the AI era. This conversation tackles the hard truths about digital transformation: why 90% of IT projects still fail, why CIOs can no longer afford to be operators, and why even the most advanced AI tools won't fix dirty data. Aaron shares the practical budgeting framework he's used for 25 years—splitting investments into "run the business" and "change the business" categories—and explains why having an experimentation fund isn't optional anymore. What you will learn: Why CIOs must transition from operators to transformation leaders in the AI era The "run vs. change the business" budgeting framework for funding innovation How Lumen is building network fabric for Cloud 2.0 and AI workloads Why dirty data remains the biggest blocker to AI success (and how to fix it) What network-as-a-service actually means and how Lumen Connect delivers it The role of validated designs in reducing integration burden for customers How to lead transformation when your organization has competing priorities Why network security must be baked in at the infrastructure level The realistic timeline for AI maturity and where we are on the hype curve About the Guest: Aaron Darcy is the Senior Vice President of Corporate Strategy and Go-to-Market at Lumen, where he's driving the company's transformation into an AI-ready network infrastructure provider. With a career built on transformation from Microsoft to GE Digital to Lumen, Aaron specializes in building and scaling new capabilities within large organizations. He's worked alongside several Lumen executives across multiple companies, drawn by the common thread of building something new. His philosophy centers on fundamentals: people first, process second, technology third. At Lumen, he's executing a three-pillar growth strategy focused on physical infrastructure investment, digital platform development (Lumen Connect), and partner ecosystem expansion—all aimed at making Lumen the network backbone for the AI economy. To find out how Bridgepointe Technologies helps businesses make IT decisions faster with world-class engineering support and ongoing guidance, head to https://bridgepointetechnologies.com/ Episode Highlights: [04:25] Shift from Operator to Transformation Leader Aaron Darcy stresses that CIOs can't survive in today's landscape by simply keeping the lights on; they must embrace transformation as a core responsibility. This shift matters because 90% of IT projects still fail, and most failures stem from people, culture, and process—not technology. The challenge is that many IT leaders lack the mindset or surrounding team to drive meaningful change across their organizations. Start by surrounding yourself with transformation-minded people who understand that you're not moving from point A to point B without fundamental change in processes, data management, and organizational thinking. At Lumen, Darcy refuses to fund large projects without deep business leader engagement, ensuring every initiative answers the critical questions: "So what?" and "Who cares?" For IT leaders ready to evolve, this transformation-first mindset directly impacts your organization's ability to compete in the AI economy and deliver measurable business outcomes. [07:20] The Run vs. Change the Business Framework Aaron shares a two-bucket budgeting strategy he's deployed for 25+ years: allocate funds for operational expenses that keep systems running, while also carving out a separate experimentation fund for transformation bets. This framework matters because it forces deliberate thinking about where you're investing and prevents the trap of either thrashing with too much change or stagnating with too little. The main challenge IT leaders face is deciding how much to invest in each bucket without jeopardizing business continuity or missing innovation opportunities. Split your budget explicitly: ensure baseline operational funding covers "keep the lights on" needs, then allocate a measurable percentage to experimentation and transformation initiatives. After pilots succeed, successful experiments become next year's operational baseline—creating a sustainable cycle of learning and growth. This structured approach gives you confidence in your bets, measurable outcomes, and a clear pathway for advancing your technology strategy without destabilizing core operations. [10:06] Technology Isn't the Problem—People and Process Are Aaron makes a provocative point: AI won't fix dirty data, because dirty data is a symptom of broken processes, not a technology gap that AI tools can magically resolve. This matters immensely because organizations investing heavily in AI often overlook data governance, expecting AI to deliver value even when underlying data is unreliable or poorly organized. The challenge is that many leaders see data quality as a technology issue and throw AI solutions at it, missing the real problem: the processes that created the bad data in the first place. Before deploying any AI initiative, conduct a data audit and ask: Where's the dirt coming from? What processes allowed bad data to accumulate? Fix the process, not just the symptom. For IT leaders and CIOs, this means shifting conversations from "Which AI tool should we buy?" to "What process improvements must we make first?" This disciplined approach ensures your AI investments deliver real ROI and prevents the common trap of buying expensive tools that fail because foundational data practices weren't addressed. [18:33] Modernizing Networks for Cloud 2.0 Aaron explains that networks architected for Cloud 1.0 are now bottlenecks for AI workloads, featuring hairpins, choke points, and limited flexibility for multi-cloud environments where companies juggle multiple cloud vendors, SaaS providers, and data centers simultaneously. This is critical because network architecture directly impacts your ability to scale AI initiatives, move data efficiently, and support distributed workloads—yet many IT leaders haven't modernized their network infrastructure since the early cloud era. The challenge is that legacy networks weren't designed for the mesh architecture, direct cloud connections, and unified management that AI-driven applications require today. Evaluate your current network design: Are you managing multiple clouds and data centers with a unified fabric, or do you have fragmented connections with hairpins and bottlenecks? Modernize by moving toward a fabric-based architecture that supports direct, high-speed connections to hyperscalers, dynamic bandwidth management, and centralized control across all endpoints. For IT leaders planning AI deployments, network modernization isn't optional—it's foundational to enabling the performance, reliability, and scalability your AI workloads demand. [22:12] Security Baked Into the Network Layer Aaron argues that IT leaders should demand security baked into their networking solutions rather than treating it as an afterthought or separate layer, with providers catching threats at the network level before they propagate to application and data layers. This shift matters because security layered on top of poor network architecture creates operational complexity, performance drag, and higher costs—while security integrated into the network fabric provides protection closer to the threat source. The challenge is that vendors have historically sold networking and security as separate products, forcing IT teams to manage integration, compatibility, and multiple vendor relationships. When evaluating network solutions, ask: Is security integrated into the platform, or am I buying separate point solutions that require custom integration? Look for validated designs and reference architectures that guarantee security, networking, and storage components work together seamlessly—removing integration burden from your team. For IT leaders and procurement officers, demanding integrated security-network solutions reduces deployment friction, improves threat detection, lowers total cost of ownership, and simplifies management across your multi-cloud and hybrid infrastructure. Episode Resources: Aaron Darcy on LinkedIn Lumen Technologies Website Scott Kinka on LinkedIn Bridgepointe Technologies Website The Bridgecast on Apple Podcasts The Bridgecast on Spotify The Bridgecast on YouTube The Bridgecast is handcrafted by our friends over at: fame.so 

In this live episode of The Bridgecast, recorded at the Bridgepoint Tech Summit 2025, host Scott Kinka welcomes Chad Townes, Senior Vice President of AT&T Partner Solutions, for an in-depth exploration of enterprise connectivity, AI-driven networking, and the infrastructure powering tomorrow's business landscape. With over 30 years of experience spanning wholesale, consumer, business, and operations divisions at AT&T, Chad brings a rare perspective on how massive organizations evolve while maintaining focus on customer needs. His career arc—from wholesale to consumer to operations to partnerships—reveals a counterintuitive truth: the best leaders aren't specialists; they're perpetual learners driven by curiosity. What you will learn: How to use curiosity as a leadership superpower to unlock innovation Why network infrastructure is now a strategic business decision, not just an operational expense The framework for building custom metrics across diverse teams with conflicting KPIs How to build network redundancy and resiliency before you need it Why AT&T's FirstNet model demonstrates purpose-built innovation at scale The realistic timeline for AI market maturation—and why bubble correction is coming About the Guest: Chad Townes is the Senior Vice President of AT&T Partner Solutions, bringing three decades of hands-on experience across AT&T's wholesale, consumer, business, and operations divisions. He's led teams deploying wireless networks in stadiums and convention centers at the dawn of the iPhone era, managed global customer delivery operations, and now oversees the partnership ecosystem that connects AT&T's scale to customers everywhere. His leadership philosophy centers on curiosity, cross-functional empathy, and the belief that organizations thrive when people understand not just their own role but how the entire system works together. To find out how Bridgepointe Technologies helps businesses make IT decisions faster with world-class engineering support and ongoing guidance, head to https://bridgepointetechnologies.com/ Episode Highlights: [03:42] The Power of "Why" Chad explains why asking "why" repeatedly is the most powerful leadership tool in his arsenal. When you ask someone why and they can't tell you, it opens the door to do things differently and better. More importantly, it creates psychological safety—people know they can share opinions without criticism. This technique was so powerful that even when Chad felt confident in his knowledge, he continued to use the "why" question because it drove collaboration and saved "time, energy, and money in all the deployments we did." After 30 years at AT&T working in wholesale, consumer, business, and operations, Chad reveals his secret: "I feel like I'm a little bit of a unicorn at times because I've been deep in the weeds on the technology side, but I also feel like I can go talk to a customer just like they're my best friend at any time." This balance—knowing the technology deeply while understanding customer needs intimately—is what made the transition to partnerships natural rather than jarring. [13:17] Network is the New Strategic Air Connectivity has transitioned from a commodity utility to a strategic asset. As Chad puts it: "It's air. You don't know until you don't have it." With AI-driven demand for massive data throughput and latency requirements, network architecture is no longer about "good enough"—it's about competitive advantage. AT&T is investing hundreds of millions into fiber and spectrum infrastructure for AI-driven demand, but the use cases are still emerging. "We don't even know what we need because we're constantly adding all this stuff. With AI, the amount of data being consumed, the payloads, the requirements for latency—there are things we're building into the network today that most people don't even know they need. But they need it." [16:28] Purpose-Built Innovation Strengthens the Core FirstNet is more than a network upgrade—it's a dedicated emergency response infrastructure with reserved spectrum for first responders (fire, police, military, and medical). But the innovation didn't stop there. AT&T developed satellite trucks on wheels, drones that broadcast spectrum, and mobile units that follow first responders into disaster zones. When hurricanes destroy networks, AT&T is already there rebuilding in real-time. "We're parked on the edge waiting for it to happen so we can immediately fill the gaps." Leading multiple teams through macro-level disruption requires one thing: relentless customer focus. "What does the customer need?" That customer could be shareholders, actual customers, internal teams, or the network itself. Then, build custom metrics for each group so they understand how their work lends to the collective goal. "One mission isn't one mission; it's a thousand little missions that the leader can then tie all together." Episode Resources: Chad Townes on LinkedIn Scott Kinka on LinkedIn Bridgepointe Technologies Website The Bridgecast on Apple Podcasts The Bridgecast on Spotify The Bridgecast on YouTube The Bridgecast is handcrafted by our friends over at: fame.so 

In the second part of this live Tech Summit episode, Scott Kinka continues his conversation with Chris MacFarland and Gary Sorrentino, confronts the biggest challenges facing CIOs today. The discussion opens with the reality of Shadow IT, noting that ChatGPT is the fastest-growing application in this category. Gary Sorrentino argues that fighting user-driven tools is futile; instead, CIOs must embrace them to understand what employees need to do their jobs better. What you will learn: How to turn shadow IT into an advantage instead of a compliance headache Why your RTO mandates are failing (and what to do instead). The coaching mindset replaces the boss mindset and it's non-negotiable. Less than 50% of internet traffic is now human prepare your infrastructure accordingly AI coworkers aren't hype; they're arriving by 2030. The generational divide in customer experience is real and your strategy should reflect it About Chris MacFarland & Gary Sorrentino: Chris MacFarland is the Chief Development Officer of Comcast Business, playing a pivotal role in the company's massive bets on AI infrastructure, robotics, and customer engagement. He provides an operator's view on deploying AI to enhance customer experience and dramatically increase internal efficiencies, such as using generative AI for code development and contract administration. Gary Sorrentino is the Global CIO of Zoom, bringing over four decades of technology experience and a focus on how to keep employees curious while maintaining a secure and productive environment. He is a leading voice on the critical need to evolve success metrics and leadership muscles to manage the rapid progress of new technologies like AI. To find out how Bridgepointe Technologies helps businesses make IT decisions faster with world-class engineering support and ongoing guidance, head to https://bridgepointetechnologies.com/ Episode Highlights: [03:43] Shadow IT as Innovation Catalyst ChatGPT has become the fastest-growing shadow IT app, proving that employees use unauthorized tools to solve real problems. Instead of treating this as a compliance issue, CIOs should ask why existing systems fall short. Interview teams using shadow AI to understand their needs, then design sanctioned tools that achieve the same outcomes safely. One insurance firm did this by turning unsanctioned ChatGPT use into an approved AI writing assistant, boosting efficiency and compliance. This shift turns IT from an enforcer into an enabler, improving productivity while reducing risk. [15:13] The AI Bandwidth Explosion Less than half of internet traffic now comes from humans—AI agents, IoT devices, and automated systems dominate the rest. Most IT infrastructures still monitor for human patterns, leaving blind spots in bandwidth management and threat detection. CIOs should audit their environments to identify sources of machine-to-machine traffic and ensure tools can monitor them effectively. A financial firm discovered security gaps in API-to-API communications, revealing how outdated monitoring can miss key risks. Adapting networks for post-human traffic is now critical for security and performance. [11:25] The Forever Hybrid Model Return-to-office mandates fail because many leaders still manage with outdated, presence-based playbooks. By 2030, a new generation of leaders will value results over office attendance, aligning with Gen Z’s demand for autonomy and balance. Companies clinging to rigid policies risk losing top talent to more flexible employers. Forward-thinking organizations are shifting from “where work happens” to “what outcomes matter,” as seen in Comcast’s hybrid success. Redesigning around outcomes—not mandates—keeps talent engaged and reduces operational costs. [13:17] The Five-Generation Challenge Leading across five generations means abandoning command-and-control management in favor of coaching. Employees now value personalized feedback and autonomy over rigid evaluation cycles. Weekly check-ins focused on development and needs outperform traditional annual reviews. One tech firm cut turnover by 23% after switching to weekly coaching conversations. This approach builds trust, accountability, and engagement across all generations. [22:01] AI as Co-worker By 2030, at least 10% of employees will work alongside or report to AI agents—a change more cultural than technical. AI won’t replace people outright but will take over specific decisions and repetitive tasks. Companies that start designing human-AI collaboration now will gain a huge advantage. Pilot programs in areas like customer service and data processing show that managing AI “teammates” requires new coaching and trust models. Preparing for this shift today ensures smoother adoption and stronger talent attraction tomorrow. Episode Resources: Gary Sorrentino on LinkedIn Chris MacFarland on LinkedIn Scott Kinka on LinkedIn Bridgepointe Technologies Website The Bridgecast on Apple Podcasts The Bridgecast on Spotify The Bridgecast on YouTube  The Bridgecast is handcrafted by our friends over at: fame.so 

In this live episode of The Bridgecast, recorded at the Bridgepointe Tech Summit, host Scott Kinka welcomes back Chris MacFarland, Chief Development Officer of Comcast Business, and Gary Sorrentino, Global CIO of Zoom, for a high-powered discussion on the future of enterprise IT. The "futurist panel" explores the shift in CIO priorities, where the persistent pressure to manage spend—the constant request to save 10%—is now colliding with the massive investment required for AI and cybersecurity initiatives. The conversation delivers practical strategies for IT leaders and cuts through the hype surrounding AI. The panelists explore why excitement for AI remains high, yet a majority of large-scale projects fail. They pinpoint two primary pitfalls: organizations attempting to "swing for the fences" with massive sea-change projects before the tech is ready, and the challenge of navigating enormous amounts of technical debt. What you will learn: Why the "save 10%" mandate for CIOs is less about cutting costs and more about reallocating spend to high-value areas like AI and cybersecurity. The necessity for the modern IT department to reimagine guardrails and gates, balancing security with the user's growing curiosity and access to tools like generative AI. How Comcast Business is leveraging generative AI internally to achieve dramatic reductions in legal contract administration and consulting fees (e.g., up to 80%). The critical shift from viewing AI as a "download and go" product to a strategic, incremental change management process that requires proper governance and protects proprietary information. Why traditional ROI metrics are failing to capture the true value of AI in areas like employee satisfaction (attrition reduction) and improved customer empathy in CX. The impact of shadow IT, such as ChatGPT being the fastest-growing shadow app, and the need to embrace and guide users who are already adopting AI to solve their own problems About Chris MacFarland & Gary Sorrentino: Chris MacFarland is the Chief Development Officer of Comcast Business, playing a pivotal role in the company's massive bets on AI infrastructure, robotics, and customer engagement. He provides an operator's view on deploying AI to enhance customer experience and dramatically increase internal efficiencies, such as using generative AI for code development and contract administration. Gary Sorrentino is the Global CIO of Zoom, bringing over four decades of technology experience and a focus on how to keep employees curious while maintaining a secure and productive environment. He is a leading voice on the critical need to evolve success metrics and leadership muscles to manage the rapid progress of new technologies like AI. To find out how Bridgepointe Technologies helps businesses make IT decisions faster with world-class engineering support and ongoing guidance, head to https://bridgepointetechnologies.com/  Episode Highlights: [03:43] The Reallocation Mandate: The mandate for CIOs is not to cut costs, but to strategically redirect spend ("taking dollars and putting them in the right place" ) from unused software licenses ("licenses we'll never use" ) toward critical, high-value areas like AI and cybersecurity. [11:25] AI's Incremental Success Story: Large AI projects often fail due to significant technical debt and the tendency to attempt a "massive sea change". The effective strategy is incremental progress, as demonstrated by Comcast using generative AI to reduce external consulting fees by "pushing 80%". [13:17] AI and CX Empathy: AI agents in customer experience are achieving "dramatically higher empathy" scores than human agents. This is because the AI does not internalize emotional stress from previous interactions; it "goes to the next call and is still happy". [15:13] Rethinking ROI: Traditional ROI metrics focusing only on headcount are flawed. True AI value must be measured by outcomes like better customer satisfaction scores (SAT scores) and improved employee quality of life, which impacts the attrition rate. [22:01] The Shadow IT Problem: With ChatGPT being the fastest-growing shadow IT application of all time, IT leaders must stop fighting adoption. The new challenge is to "build an environment where people can stay curious, but we can keep it safe" by establishing new governance over proprietary data. Episode Resources: Gary Sorrentino on LinkedIn Chris MacFarland on LinkedIn Scott Kinka on LinkedIn Bridgepointe Technologies Website The Bridgecast on Apple Podcasts The Bridgecast on Spotify The Bridgecast on YouTube  The Bridgecast is handcrafted by our friends over at: fame.so 

In this episode of The Bridgecast, host Scott Kinka sits down with Michael Quince from NiCE to explore why most AI implementations fail and what separates successful adoption from expensive disappointments. Michael reveals how NICE's acquisition of Cognigy positions the company to lead in conversational AI while maintaining its 11-year streak in Gartner's Magic Quadrant top-right corner. This conversation cuts through AI hype to deliver practical strategies for IT leaders navigating customer experience transformation. What you will learn: How NICE integrates Cognigy's conversational AI capabilities to move beyond legacy IVR limitations and create genuinely human-feeling customer interactions Why the "download and go" approach kills AI projects before they start, and what enablement, context, and calibration actually mean in practice The critical role partner ecosystems play in reducing adoption fears and accelerating time-to-value for enterprise AI deployments Which metrics actually matter for measuring AI success: customer satisfaction scores, reduced support volumes, lower churn rates, and revenue impact How to build organizational culture that drives technology adoption rather than resists it, starting from within teams instead of top-down mandates Why starting with people and letting technology do the heavy lifting produces better outcomes than technology-first strategies The framework for evaluating whether your AI implementation can pass the "my mom could use it" test for intuitive design About Michael Quince: Michael Quince is the Regional Vice President of Partner Sales at NICE, where he leads channel strategy and partner enablement for the AI-powered customer experience leader. With over two decades in technology sales across companies including Northern Telecom, Polycom, Shortel, and 8x8, Michael has built his career on the principle that influence and trust matter more than titles and org charts. At NICE, he plays a pivotal role in helping partners navigate the company's evolution from contact center dominance to comprehensive AI solutions, particularly following the Cognigy acquisition. His "people first" leadership philosophy emphasizes building culture from within, enabling employees before expecting adoption, and creating ecosystems where technology enhances rather than replaces human connection. To find out how Bridgepointe Technologies helps businesses make IT decisions faster with world-class engineering support and ongoing guidance, head to https://bridgepointetechnologies.com/ Episode Highlights: [02:08] NICE's Evolution and the CognitG Acquisition Michael explains how NICE has maintained its position in the Gartner Magic Quadrant's top right corner for 11 consecutive years as a contact center leader, while simultaneously transforming into an AI-first company. The acquisition of Cognigy represents a strategic move to lead in conversational AI, bringing together market-leading contact center capabilities with cutting-edge AI orchestration across all modalities and workflows. This combination enables partners to cross-sell and upsell AI solutions within their existing customer base, creating new revenue opportunities while helping businesses enhance customer experience. [17:51] Moving Beyond Legacy IVR Systems The conversation addresses a critical challenge in AI adoption: overcoming negative associations with legacy interactive voice response systems. Michael describes how older IVR technology relied on rigid decision trees that failed to provide the knowledge and flexibility customers needed, leading users to frantically press zero to reach a human agent. Modern conversational AI powered by platforms like Cognigy represents a fundamental shift, offering human-like interactions that understand context, share relevant knowledge, and build trust rather than frustration. This evolution requires partners to help customers "give it another try" while reducing fears that AI will replace human connection rather than enhance it. [21:13] AI Implementation Pitfalls and Best Practices Michael emphasizes that the number one pitfall in AI adoption is treating it like a "download and go" product rather than a strategic implementation requiring enablement, context, and calibration. Successful AI deployment demands investment in education, real-time feedback loops on customer objectives, and creating frameworks that allow for experimentation and quick scaling without getting stuck in perpetual beta cycles. Organizations must ensure customers understand not just the solution they're buying, but what that solution will accomplish for their business and how to use it comfortably. This approach contrasts sharply with simply adding AI to a product sheet as an SKU and expecting immediate results. [26:49] People-First Leadership Philosophy When asked to summarize his business philosophy in a single sentence, Michael responds with clarity: "People first." This leadership approach emphasizes that technology should do the heavy lifting while people remain the biggest asset in any organization. Michael believes in leading with influence and trust rather than titles and org charts, investing deeply in people and building culture from within teams rather than expecting organizations to create it top-down. For IT leaders implementing AI or any transformative technology, this means ensuring employees are comfortable with new tools, feel empowered and supported, and understand how innovation will enhance rather than threaten their roles. The results follow when people are prioritized. Episode Resources: Michael Quince on LinkedIn Scott Kinka on LinkedIn Bridgepointe Technologies Website The Bridgecast on Apple Podcasts The Bridgecast on Spotify The Bridgecast on YouTube  The Bridgecast is handcrafted by our friends over at: fame.so 

In this episode of The Bridgecast, host Scott Kinka welcomes back Brian Eichman, Vice President of Business Development and Solution Architecture at CoreSite, to explore the revolutionary concept of "AI inference zones." From CoreSite's billion-dollar milestone to the shift from AI training to monetization, Brian breaks down how proximity, ecosystem partnerships, and hybrid infrastructure are reshaping the future of enterprise AI deployment. Brian introduces the critical concept of inference zones—strategic locations where AI models transition from training to real-world application and monetization. Using his signature analogy-driven approach, he explains how AI is moving from the "college phase" of learning to the "big city phase" of making money, requiring new infrastructure approaches that prioritize proximity to users and low-latency connectivity. Want to learn how to build an infrastructure that can handle the next wave of AI? Tune in now. What you will learn: The concept of AI inference zones and why they're crucial for AI monetization How proximity and low-latency connectivity are becoming critical infrastructure requirements Why comprehensive, ecosystem-based infrastructure strategies outperform siloed approaches The industries leading AI inference adoption: financial services, gaming, and social media How to future-proof infrastructure decisions in an AI-driven world Why the current AI hype cycle mirrors previous technology waves and what to expect Strategic frameworks for evaluating data center, cloud, and network decisions holistically The cultural shift happening in how we value human output versus hours worked Brian Eichman is the Vice President of Business Development and Solution Architecture at CoreSite, one of the leading colocation providers in the U.S. With over 13 years at CoreSite, Brian has transitioned from engineering to product development and now focuses on corporate strategy, ensuring CoreSite remains competitive in the rapidly evolving data center landscape. Under his leadership, CoreSite has achieved a major milestone, growing from $150 million in annual revenue when he started in 2012 to breaking the billion-dollar revenue mark. Brian is also a dedicated community volunteer with organizations like Junior Achievement and serves as a soccer coach, bringing the same collaborative and mentoring approach to his professional leadership.  Episode Highlights: [06:39] Introducing AI Inference Zones: The Future of AI Monetization Brian introduces the groundbreaking concept of inference zones—strategic geographic locations where AI models transition from training to real-world application and revenue generation. These zones represent key markets with high concentrations of enterprises, consumers, and robust internet infrastructure where cloud providers are establishing clusters of infrastructure. Unlike the training phase that happens in remote locations with expensive GPUs, inference zones are positioned in major Tier 1 markets like Northern California, Chicago, and Northern Virginia, where models can be served with high-speed, low-latency connectivity to end users and monetized at scale. [11:25] From College to Career: The AI Development Lifecycle Using his signature analogy approach, Brian explains AI development as a journey from college to career. The training phase is like attending university—models are exposed to vast amounts of data, different perspectives, and formal education in isolated environments where organizations pay significant costs for GPUs, power, and space. The inference phase represents graduation and moving to big cities where that knowledge gets applied to make real-time decisions and generate revenue. This shift from learning to earning requires different infrastructure approaches, emphasizing proximity to users and integration with existing business systems rather than raw computational power. [17:28] Breaking Down Infrastructure Silos: The Proximity Imperative Brian emphasizes that successful AI deployment requires abandoning traditional siloed decision-making in favor of comprehensive, interconnected infrastructure strategies. IT leaders can no longer make isolated decisions about data centers, cloud providers, or network connectivity without considering how these choices impact AI capabilities. The key principle is proximity—ensuring that every infrastructure decision considers low-latency access to AI models, cloud on-ramps, and ecosystem partnerships. This holistic approach enables organizations to remain flexible and choose the best fit for each application rather than being locked into suboptimal solutions based on price alone. [26:29] The AI Bubble Reality Check: Lessons from Previous Tech Waves Brian offers a contrarian perspective on the current AI hype, suggesting that while the technology is transformative, the market may be experiencing overbuilding and bubble-like conditions similar to previous technology waves. Drawing parallels to the internet boom and cloud adoption cycles, he predicts some rationalization ahead where the initial hype will settle into practical, sustainable implementations. This perspective doesn't diminish AI's importance but suggests that organizations should prepare for a more measured adoption phase where proven use cases and ROI take precedence over experimental deployments. Episode Resources: Brian Eichman on LinkedIn Scott Kinka on LinkedIn The Bridgecast on Apple Podcasts The Bridgecast on Spotify The Bridgecast on YouTube The Bridgecast is handcrafted by our friends over at: fame.so 

In this special Tech Summit episode of The Bridgecast, host Scott Kinka sits down with Neal Foard, principal of StoryFire and featured speaker at Bridgepointe's Tech Summit 2025 in Miami. From a daughter's baseball game cheer to boardroom presentations, Neal reveals how storytelling transforms technical leaders into trusted advisors. Whether you're preparing for budget meetings or building stakeholder relationships, this conversation offers practical frameworks for turning data into narratives that drive action and create lasting connections. Want to learn more about how storytelling can transform your leadership approach and help you build stronger stakeholder relationships? Tune in to hear Neal's insights on turning technical expertise into compelling narratives that drive business results. What you will learn: How to master your first 60 seconds in any presentation or meeting Why storytelling is humanity's default communication system and how to leverage it The critical difference between being the hero versus the narrator of your stories How video has changed the storytelling game and what leaders must do to adapt Why preparation and practice separate amateur presenters from professionals How kindness and human connection drive measurable business results Why technical expertise alone isn't enough in today's leadership landscape Practical frameworks for overcoming the discomfort of watching yourself on video Neal Foard is the principal of StoryFire and a social media personality with over 30 years of experience helping global brands like Budweiser, Sony, Lexus and Toyota tell stories that inspire action, build loyalty and drive measurable results. He's held leadership roles at Saatchi & Saatchi, Wieden & Kennedy and Sarnoffsky, and now shares his expertise through StoryFire, teaching leaders how to turn ideas, data and experiences into compelling narratives that move teams, customers and stakeholders. Neal will be speaking at Bridgepointe's Tech Summit 2025 on October 20-23 in Miami. Episode Highlights: [09:11] Mastering Your Opening 30-60 Seconds Neal emphasizes that the first 30-60 seconds of any presentation represent "beachfront real estate"—the most valuable time you'll have with your audience. Instead of wasting time with pleasantries or disclaimers about speaking ability, technical leaders should prepare and rehearse their opening like Olympic swimmers. This preparation creates confidence that eliminates stage fright and establishes immediate credibility. For CIOs and IT directors suddenly thrust into C-suite presentations, this tactical approach provides a foundation for success in high-stakes meetings where budget approvals and strategic initiatives hang in the balance. [11:56] Storytelling as Humanity's Default Communication System For 50,000 years, humans have communicated through stories around campfires, making narrative the brain's preferred method for processing and retaining information. When technical leaders present 12 bullet points on a slide, audiences forget everything because the hippocampus discards information that isn't presented in story form. However, everyone can remember classic stories because narrative structure creates lasting memory. This insight transforms how IT professionals should approach presentations, turning technical specifications into compelling stories that stakeholders actually remember and act upon. [15:52] The Professional Video Transformation Neal explains that mastering video communication requires accepting initial discomfort and committing to practice. The key breakthrough moment comes when you can watch yourself back without cringing—"that day, you turn pro." Getting comfortable with video means you can reach people emotionally, creating connections that lead to business results. Since people make decisions emotionally and rationalize them logically afterward, video tools like Zoom calls and presentations become powerful instruments for building trust and influence that separate you from competitors. [21:32] Never Make Yourself the Hero The biggest mistake in business storytelling is making yourself the hero of your own stories. When you do this, audiences either don't believe you or become jealous and hope for your downfall. Instead, position someone else as the hero while you serve as the narrator expressing admiration or sharing lessons learned. This approach puts you alongside your audience as a friend experiencing the story together, making the lessons more relatable and the emotional connection stronger. Episode Resources: Neal Foard on LinkedIn Scott Kinka on LinkedIn Bridgepointe’s Tech Summit 2025 “The Next Wave” The Bridgecast on Apple Podcasts The Bridgecast on Spotify The Bridgecast on YouTube The Bridgecast is handcrafted by our friends over at: fame.so 

In this episode of The Bridgecast, host Scott Kinka sits down with Tony Moroney, Principal at The Digital Explorer, to explore why AI adoption isn't just about technology—it's about fundamentally rethinking leadership. Tony breaks down the commoditization paradox facing organizations, explains why "AI washing" is the new greenwashing, and reveals how leaders must evolve from command-and-control to intelligence orchestration. From customer experience differentiation to the future of geographically specific AI models, this conversation offers strategic insights for navigating AI's impact on business and society.  What you will learn: Why AI commoditization creates a paradox for competitive differentiation How to move beyond "AI washing" and develop meaningful AI strategies The critical shift from command-and-control to intelligence orchestration leadership Why customer experience remains the key differentiator in an AI-commoditized world How geographically-specific AI models will reshape global business strategies The governance frameworks needed for autonomous AI agents in business Why starting with business problems, not technology solutions, drives AI success How to prepare for a future where AI agents are smarter than human leaders Tony Moroney is the Principal at The Digital Explorer, where he advises global brands on digital disruption, innovation, and AI strategies. With over 17 years of experience spanning industries like financial services, technology, and consulting, Tony has guided executive teams in harnessing AI and digital transformation to drive measurable business outcomes. A former international management consultant who worked across the globe before returning to Ireland, Tony combines advisory work with academia and thought leadership. His expertise lies at the intersection of digital disruption, strategic technology implementation, and helping organizations navigate the complex challenges of AI adoption. Episode Highlights: [03:56] The Commoditization Paradox in AI Strategy Tony introduces a fundamental challenge facing organizations: if AI becomes a general-purpose technology like electricity or the internet, how do companies differentiate when everyone has access to the same large language models? This commoditization paradox means organizations using identical AI tools will generate similar outputs, potentially eliminating competitive advantages. The solution lies in focusing on unique human factors, organizational ambition, and customer-centric approaches rather than technology-first thinking. Leaders must start with what they're trying to achieve for customers, not what they want to accomplish with technology, to avoid the trap of AI for AI's sake. [13:53] Customer Experience as AI's True Differentiation Opportunity While many AI implementations focus on cost reduction and compliance, Tony argues customer experience represents the real opportunity for competitive differentiation. AI can transform customer service by providing real-time support to agents, enabling instant language translation, and dramatically reducing training time from months to weeks. The key is augmenting human capabilities rather than replacing them, allowing customer service representatives to focus on empathy and relationship-building while AI handles information retrieval and technical support. This approach creates genuine value for customers while building loyalty in an increasingly fluid marketplace. [21:52] The Rise of Geographically-Specific AI Models Tony predicts the emergence of "big islands of AI" that are geographically and culturally specific, fundamentally changing how global businesses operate. Regions like the Middle East, China, India, and Europe are developing large language models that reflect their cultural values, social norms, and regulatory requirements. This shift toward digital sovereignty means organizations must strategically consider whose platforms and models they use, as these decisions now carry significant business and compliance implications. The board-level conversation has evolved from simple outsourcing decisions to core strategic choices about data, values, and competitive positioning. [27:26] From Command-and-Control to Intelligence Orchestration The most profound shift Tony identifies is the evolution from traditional command-and-control leadership to intelligence orchestration. Leaders will manage a mix of human employees and autonomous AI agents, each capable of independent reasoning and decision-making. This challenges fundamental assumptions about leadership since executives will no longer be the most knowledgeable people in their organizations. Success will depend on orchestrating various forms of intelligence while maintaining oversight of autonomous systems that may not reveal their reasoning processes. This transition requires new governance frameworks and a complete rethinking of organizational structures. Episode Resources: Tony Moroney on LinkedIn Scott Kinka on LinkedIn The Bridgecast on Apple Podcasts The Bridgecast on Spotify The Bridgecast on YouTube  The Bridgecast is handcrafted by our friends over at: fame.so 

Technology leaders must balance rapid innovation with strategic implementation as AI, security, and hybrid work reshape the business landscape. In this episode of The Bridgecast, host Scott Kinka talks with Mike Pereira, Executive Vice President of Technology at Bridgepoint Technologies, about navigating complex technology decisions, evolving security challenges, and the future of workplace collaboration in an AI-driven world. What you will learn: How to approach AI implementation through low-risk, high-value use cases while maintaining security and compliance Why leveraging existing platform capabilities offers safer AI adoption than building custom solutions The evolving role of tech advisory in helping organizations navigate increasingly complex technology decisions How to balance security needs across different organization sizes, from SMBs to Fortune 50 companies Why collaboration tools aren't one-size-fits-all and how to assess your organization's unique needs The critical importance of power infrastructure planning as AI and data center demands grow How to support and learn from technology "champions" within your organization who are already implementing solutions Why making informed technology decisions requires both deep expertise and practical experience in implementation Mike Pereira is the Executive VP of Technology at Bridgepointe Technologies, bringing over three decades of experience in enterprise technology and sales engineering. Throughout his career, Mike has witnessed and guided the evolution from traditional data center environments to cloud-based, AI-powered enterprise ecosystems. As a key leader at one of the nation's fastest-growing tech advisory firms, Mike helps organizations navigate complex technology decisions while maximizing ROI. Beyond his professional expertise, Mike is a dedicated father and assistant varsity basketball coach who brings the same strategic thinking to mentoring young athletes that he applies to solving enterprise technology challenges.  Episode Highlights: [04:18] The Evolution of Enterprise Technology Needs Mike Pereira reflects on how enterprise technology requirements have fundamentally shifted over his three decades in the industry. While data remains at the center of the universe, the ways organizations connect to and leverage that data have multiplied exponentially. The complexity has grown to the point where being an expert in everything is "absolutely impossible," requiring technology leaders to build stronger teams and rely more heavily on specialized advisory services. This evolution has driven the need for tech advisory firms that can provide deep expertise across multiple domains while helping organizations navigate an increasingly complex vendor ecosystem. [14:20] The Current State of AI Adoption Organizations find themselves at vastly different stages of AI readiness, from those not yet using basic AI companions for meeting notes and task generation to others building custom AI solutions for specific business processes. Mike emphasizes that companies should already be leveraging AI tools embedded in existing platforms like Microsoft or Zoom, as these provide immediate productivity gains with lower risk profiles. The key challenge isn't technical capability but rather establishing proper governance frameworks to ensure secure, compliant AI adoption while preventing employees from using unauthorized tools that create security vulnerabilities. [17:55] Security Strategy Across Organizational Sizes Mike outlines a clear framework for security strategy that varies dramatically based on organizational size and resources. Small companies should leverage managed security service providers (MSSPs) rather than attempting to build internal expertise, being completely transparent about their capabilities and limitations. Large enterprises with substantial security teams focus on filling specific gaps in their comprehensive programs, often implementing multiple point solutions annually. The common thread across all sizes is the need for honest assessment of capabilities and strategic partnerships with trusted advisors who can provide objective guidance. [21:49] The Shadow IT Challenge and Employee Empowerment Mike addresses the critical issue of shadow IT adoption, particularly around AI tools like ChatGPT, emphasizing that if organizations don't responsibly deploy technology for their employees, workers will find and use tools independently without IT oversight. This creates significant security and compliance risks while missing opportunities to harness employee innovation for business benefit. The solution involves proactive governance frameworks, employee education, and creating approved pathways for technology adoption that balance innovation with risk management. Episode Resources: Mike Pereira on LinkedIn Scott Kinka on LinkedIn Bridgepointe Technologies Website The Bridgecast on Apple Podcasts The Bridgecast on Spotify The Bridgecast on YouTube 

In this episode of The Bridgecast, host Scott Kinka sits down with Tamanna Chanana,Campaign Program and Events Lead at Snowflake and host of "Brand Talkies," to explore how marketing and IT teams can work together effectively. Tamanna, a self-described "T-shaped marketer" with experience scaling initiatives at Whatfix and Truecaller, shares practical strategies for breaking down silos, implementing agile methodologies in marketing projects, and redefining B2B influencer marketing beyond social media followers. Whether you're struggling with cross-departmental collaboration or looking to optimize marketing-IT partnerships, this conversation offers actionable insights for building bridges between creativity and technology. What you will learn: How to implement effective B2B influencer marketing by leveraging both external consultants and internal champions The "T-shaped Marketing" framework for developing deep expertise while maintaining broad marketing capabilities Why documenting expectations and outcomes is crucial for successful marketing-IT collaboration How to structure weekly cadences between marketing and IT teams to maintain alignment and resolve challenges The essential practice of involving sales teams early to validate marketing initiatives and understand customer pain points Why starting with customer problems rather than technology solutions leads to more effective marketing campaigns How to prioritize marketing investments for small and mid-sized companies with limited budgets Tamanna Chanana is the Campaign Program and Events Lead at Snowflake and host of "Brand Talkies/The BT Show" podcast. A self-described "T-shaped marketer" with deep expertise across brand awareness, demand generation, flagship events, and field marketing. Previously scaled marketing initiatives at Whatfix for nearly four years, where she hosted "The Digital Adoption Show" and led growth marketing globally while managing field marketing across the EMEA region. With experience spanning from performance marketing to ABM strategies, Tamanna brings a unique perspective on building marketing programs from scratch and fostering cross-departmental collaboration. Episode Highlights: [04:27] T-Shaped Marketing: Depth and Breadth Combined Tamanna explains her philosophy of becoming a "T-shaped "marketer"—developing deep expertise in content and inbound marketing while maintaining broad competency across all marketing disciplines, including SEO, performance marketing, events, and demand generation. This approach enables marketers to communicate effectively with technical teams and understand the full customer journey, making them more valuable in cross-departmental collaborations and strategic decision-making. [05:48] B2B Influencer Marketing Reality Check The discussion reveals how B2B influencer marketing differs fundamentally from B2C approaches. Instead of focusing on follower counts or social media presence, successful B2B influence comes from identifying consultants, thought leaders, and internal champions who possess deep technical knowledge of your product category. These individuals can authentically advocate for solutions within their professional networks and organizations, driving more qualified leads and meaningful business relationships. [14:18] Documentation as the Foundation of Collaboration Tamanna outlines three essential practices for successful marketing-IT collaboration: comprehensive documentation of project requirements and expected outcomes, clear storytelling about business objectives and ROI expectations, and establishing regular weekly cadences for progress updates and problem-solving. This systematic approach helps bridge the communication gap between creative marketing goals and technical execution capabilities. Episode Resources: Tamanna Channa on LinkedIn Scott Kinka on LinkedIn The Bridgecast on Apple Podcasts The Bridgecast on Spotify The Bridgecast on YouTube 

In this special episode of The Bridgecast, host Scott Kinka goes live from the Northeast Contact Center Forum 2025 at Gillette Stadium to capture the pulse of the contact center community. Through candid conversations with industry leaders, we explore how AI is shifting from "foe to friend," why breaking down organizational silos has become mission-critical, and how the post-COVID workplace continues to reshape customer service delivery. From AI-powered knowledge management to the evolving challenges of remote work and agent burnout, this episode delivers unfiltered insights from the front lines of customer experience. Whether you're navigating staffing shortages, implementing new technology, or trying to get leadership buy-in for contact center initiatives, these conversations offer practical wisdom from those who've been there. What you will learn: How leading organizations are distinguishing between AI and automation for practical business applications Why contact centers are becoming the voice of the customer within their organizations The real impact of remote work on agent performance and customer expectations How to break down silos between contact centers and other departments Practical strategies for managing agent burnout as simple calls get automated away The critical role of data quality in successful AI implementations Why relationship-building remains essential in an increasingly digital workplace Leadership lessons on delegation, trust, and working on the business vs. in the business Episode Participants: Aileen Rocheleau - Operations Manager at Citizens Bank and board member of NECCF, sharing insights on AI implementation and breaking down organizational barriers. David McAbee - Vice President, Enterprise Solutions at BridgepointeCX, discussing customer expectations, AI adoption trends, and the evolving staffing landscape. Erin McGinnis - Contact Center Manager at Cornerstone Bank, exploring the challenges of automation's impact on agent workload and the importance of cross-departmental relationships. Penny Tremblay - Founder of the Sandbox System and keynote speaker, providing insights on workplace relationships and conflict resolution in the post-COVID era. Wade Hauser - Vice President of Business Development at Teleperformance, sharing perspectives on industry competition and the changing landscape of contact center outsourcing. David Teixeira - Equity Partner at Bridgepoint Technologies and NECCF board member, discussing vendor management and the evolution of live events in the industry.  Episode Highlights: [00:19] AI as Friend, Not Foe - When Done Right Aileen Rocheleau distinguishes between AI and automation, emphasizing that success comes from having the right data foundation. She shares how AI can process thousands of customer survey comments in 30 seconds to identify top unresolved issues, providing quantified business cases rather than gut feelings. The key insight: AI's power lies in data analysis and pattern recognition, not just voice automation. Contact center leaders should focus on building robust data systems before implementing AI solutions, ensuring they can demonstrate clear ROI through measurable outcomes rather than technological novelty. [06:42] The New Staffing Challenge: Finding AI/ML Engineers David McAbee reveals a surprising trend in the staffing shortage: highly skilled AI and ML engineers are now so scarce that companies are going nearshore to find talent, driving up costs in Latin American markets. This represents a fundamental shift from traditional contact center staffing challenges to specialized technical roles. IT leaders need to consider whether to build internal AI capabilities or partner with specialized vendors. The shortage also highlights the importance of identifying team members who can bridge business needs with technical implementation. [16:30] When Automation Creates Harder Jobs Erin McGinnis addresses a critical challenge: as self-service handles easy calls, agents only deal with complex, difficult conversations, leading to increased stress and potential burnout. This creates a training imperative where agents need higher skill levels to handle escalated issues effectively. Contact center leaders must invest in advanced training programs and consider how to maintain agent morale when their daily interactions become predominantly challenging. The solution involves reframing the role as specialized expertise rather than basic customer service. [27:00] Breaking Down the Contact Center Silo Multiple participants emphasized the frustration of contact centers being blamed for systemic issues they don't control. Aileen Rocheleau notes that contact centers "don't create products or systems" but are expected to fix customer experience problems. The solution requires executive support to give contact centers authority to drive change across departments. Successful organizations are positioning contact centers as the voice of the customer with the power to influence product development, systems design, and process improvements. Episode Resources: Northeast Contact Center Forum Website Scott Kinka on LinkedIn The Bridgecast on Apple Podcasts The Bridgecast on Spotify The Bridgecast on YouTube 

What if AI doesn’t take your job, but gives you a better one? In this episode of The Bridgecast, host Scott Kinka sits down with Arshad Hisham, founder and CEO of InGen Dynamics, to unpack why AI and robotics won’t replace the workforce, but redefine it. From debunking fears about job loss to explaining the power of governance-first AI adoption, Arshad offers a human-centric vision for automation. He shares how intuitive, ethical design, not just technical prowess, will shape success in industries like healthcare and education. For IT leaders and decision-makers, this episode is a timely roadmap to navigating the next wave of intelligent, responsible technology. What you will learn: Why AI will create more jobs rather than eliminate them How to approach AI adoption through governance first The critical balance between automation and human interaction in robotics design Why social robotics and human psychology are crucial to successful implementation  How to evaluate AI and robotics investments beyond the "gimmick factor" The immediate risks facing AI implementation  Why intuitive design and human-centric approaches are essential  How to prepare for the coming wave of humanoid robots in business settings  Arshad Hisham is the Founder and CEO of InGen Dynamics and a globally recognized leader in AI, automation, and robotics. A serial entrepreneur, engineer, inventor, and executive, Arshad has built multimillion-dollar startups, led digital transformation for Fortune 50 firms, and delivered keynote talks at top global summits. His innovations, featured in Forbes, Fortune, and IEEE, tackle real-world challenges such as labor shortages and sustainability. With a background spanning engineering, business, and education, Arshad continues to shape the future of intelligent technology.  Episode Highlights: 03:05 The Human-Centric Approach to AI Implementation Arshad Hisham emphasizes that AI and robotics must become more people-centric rather than pursuing full automation. Organizations should prioritize three key product elements: affordability, intuitive design, and practical application, with intuitive interfaces being crucial for successful deployment. The challenge lies in creating solutions that enhance human capabilities while maintaining natural interactions. IT leaders can drive adoption by focusing on collaborative approaches that keep humans in the loop rather than seeking complete automation. This human-centric framework helps organizations achieve both technological advancement and workforce acceptance. 08:50 Preparing for the AI Productivity Revolution  AI and robotics will drive unprecedented productivity gains of 50-100x across industries, functioning as "the new computer" for modern business. By 2030, McKinsey predicts 70% of all job tasks will involve significant automation, requiring a complete redefinition of most roles. This rapid transformation gives organizations only 5-10 years to adapt, unlike previous technological revolutions that evolved over generations. IT leaders must start preparing their workforce now through reskilling programs and change management. The opportunity lies in harnessing these productivity gains while helping employees transition to higher-value work. 27:49 Why IT Leaders Can't Delay on AI Governance Even organizations claiming to defer AI adoption often find their employees are already using tools like ChatGPT and Gemini independently. This creates urgent security and compliance risks that require immediate policy development and implementation. IT leaders must shift from asking whether to adopt AI to establishing governance frameworks for its inevitable use. The key is balancing innovation and risk management through clear guidelines and identifying use cases. Proactive governance enables organizations to harness the benefits of AI while mitigating potential risks. 18:47 The Psychology of Robot Design Successful robotics implementation depends more on social and psychological factors than technical capabilities. Key considerations include matching human height, mirroring behavior patterns, and projecting appropriate empathy levels while avoiding the "uncanny valley" effect. IT leaders must prioritize user experience and workflow integration over technical specifications alone. Understanding these human factors is crucial for achieving sustainable adoption and avoiding the typical pattern where robots quickly transition from novel to irritating. Episode Resources: Arshad Hisham on LinkedIn InGen Dynamics Website Scott Kinka on LinkedIn The Bridgecast on Apple Podcasts The Bridgecast on Spotify The Bridgecast on YouTube 

In this episode of The Bridgecast, host Scott Kinka sits down with Alistair Pidd, Professional Services Director at Pure IP, to demystify the complex world of enterprise voice in the age of hybrid work. They unpack Microsoft Teams voice integration strategies, including Calling Plans, Direct Routing, and Operator Connect, while offering practical advice on contact center migrations, global architecture, and maintaining legacy workflows.  From directory hygiene to Copilot’s emerging role in voice, Alistair shares invaluable insights for IT leaders navigating telephony modernization. Whether you're optimizing UCaaS or tackling compliance challenges, this episode is your guide to building a resilient, future-ready voice strategy. Episode Highlights: 12:23 Strategic Migration to Modern Voice Platforms Alastair emphasizes the importance of identifying quick wins when transitioning to cloud communications while maintaining critical legacy systems. Organizations should start by moving basic telephony functions and back-office operations that don't require specialized hardware or analog systems. The approach requires developing a clear inventory of existing systems and understanding which components can be migrated easily versus those requiring more complex integration. IT leaders should focus on sites with basic telephony needs first, while maintaining awareness of how legacy and new services can coexist. This enables organizations to modernize their voice infrastructure incrementally without disrupting critical business operations. 21:37 Understanding Microsoft Teams Voice Integration Options  The evolution from basic calling plans to more sophisticated integration options has created three distinct paths for enterprise voice integration: Calling Plans, Direct Routing, and Operator Connect. Each option offers different levels of control and complexity, with Calling Plans providing basic functionality, Direct Routing offering complete control but requiring technical expertise, and Operator Connect striking a balance between functionality and ease of implementation. Organizations need to evaluate their technical capabilities, existing infrastructure, and specific requirements to choose the right approach.  33:45 Teams Contact Center Implementation Strategy Microsoft Teams' native queue functionality provides a cost-effective solution for internal service desks and basic call distribution needs, offering essential features like team visibility and basic reporting. However, organizations requiring advanced features like omnichannel support or skills-based routing should consider Microsoft's three-tier contact center framework: Connect, Extend, and Unify. The tiered approach allows organizations to match their contact center needs with the appropriate level of integration and functionality. 42:02 Directory Services Optimization for Teams Voice Proper directory service management is crucial for successful Teams voice deployment. Three key areas require attention: removing legacy Skype for Business attributes, updating user location information, and maintaining accurate number assignments. These elements directly impact user experience and system functionality, particularly in operator connect scenarios. IT leaders should conduct a thorough directory cleanup before migration to prevent service desk issues and ensure smooth implementation. Episode Resources: Alistair Pidd on LinkedIn Pure IP Website Scott Kinka on LinkedIn The Bridgecast on Apple Podcasts The Bridgecast on Spotify The Bridgecast on YouTube

In this episode of The Bridgecast, host Scott Kinka sits down with Indi Young, an Independent Qualitative Data Scientist, Coach, and Consultant. Together, they explore how deep listening and cognitive empathy can revolutionize enterprise technology decisions. Indi shares insights on moving beyond generic personas, embracing diverse thinking styles, and using qualitative data to serve all users better. Indi also shares her actionable frameworks, including the Mental Model Skyline, for designing systems that align with real user needs, offering a powerful alternative to fast but shallow innovation. What you will learn: How to move beyond the "average user" trap by designing for multiple thinking styles The "Mental Model Skyline" framework for mapping solutions to diverse user needs  Why qualitative data patterns are as crucial as quantitative metrics  How to identify and support different thinking styles within your organization  The strategic advantage of understanding problem spaces before jumping to solutions Why traditional personas fall short and how to use character-based frameworks instead How to leverage AI to recognize and adapt to different thinking styles in system design The practical application of cognitive empathy in technology implementation Indi Young is a thought leader in product strategy and a pioneer in human-centered research. She specializes in exploring the problem space by deeply understanding people’s inner thinking and uncovering diverse thinking styles. Indi helps organizations move beyond assumptions to build more inclusive, user-aligned solutions through her groundbreaking work in cognitive empathy and qualitative data analysis. An author, speaker, and educator, she empowers practitioners to listen deeply, avoid bias, and use empathy as a strategic tool for meaningful innovation. Episode Highlights: 05:51 Moving Beyond Solutions to Problem Space Research Indi introduces the concept of problem space research as a crucial counterpoint to solution-focused thinking in technology implementation. The approach examines how different users mentally process and approach tasks, rather than forcing a single "best practice" workflow. Understanding these diverse thinking styles helps organizations identify friction points where solutions aren't serving all users effectively. Organizations can map different thinking styles within each business function to see which solutions support various approaches rather than trying to force everyone into one method. This framework helps IT leaders select and implement systems that work with, rather than against, their users' natural thought processes. 17:45 The Mental Model Skyline Framework for Technology Selection   The Mental Model Skyline provides a visual framework for mapping how different solutions support user thinking patterns and needs. This strategic tool looks like a city skyline where each "tower" represents patterns in how people mentally approach tasks, with solutions mapped underneath to show coverage. Leaders can use this to evaluate technology options by seeing which ones support their organization's most critical thinking patterns. The framework becomes more valuable over time as organizations layer in new data and options, creating a comprehensive view of user needs and solution fit. This approach helps IT leaders make more informed decisions about technology investments while considering long-term strategic impact. 24:31 Recognizing Different User Interaction Styles in System Design Using CRM systems as an example, Indi illustrates how different users naturally approach the same task in various ways,  from linear form completion to object-oriented navigation between screens. Rather than forcing standardization around metrics like minimizing clicks, IT leaders should recognize these varying interaction styles as valid approaches. When systems don't support a user's natural thinking style, they often create workarounds that introduce friction and inefficiency. Organizations can reduce resistance and improve adoption by understanding and accommodating different thinking styles during system selection and configuration.  30:44 Leveraging AI to Support Different Thinking Styles Indi proposes training AI systems to recognize and adapt to different thinking styles rather than trying to force users into a single interaction model. While AI can't yet independently identify thinking styles, it can be taught to recognize patterns and adjust its interface and guidance accordingly. The key is providing AI with a framework of known thinking styles within specific business contexts, allowing it to match users to appropriate interaction models. This approach could help organizations create more inclusive systems that flex to meet users where they are, rather than forcing adaptation to a single UI paradigm. Episode Resources: Indi Young on LinkedIn IndiYoung Website Scott Kinka on LinkedIn The Bridgecast on Apple Podcasts The Bridgecast on Spotify The Bridgecast on YouTube 

In this episode of The Bridgecast, host Scott Kinka sits down with Mark Tina, Head of Indirect Distribution at Verizon Business, about Verizon’s journey from telecom giant to tech solutions powerhouse. They discuss democratizing AI for small businesses, enhancing cybersecurity, and integrating tools like Microsoft Teams for seamless mobile communication. With practical tips for business leaders and insights from Mark’s 22-year career, this episode reveals how Verizon is helping companies thrive in an increasingly digital, hybrid work environment. What you will learn: Verizon’s evolution from "the phone company" to a full-service technology solutions provider Why AI adoption among SMBs has doubled, and how to implement practical AI solutions for small businesses The critical importance of employee cybersecurity training  How to rationalize post-pandemic communications investments  Why career longevity at major tech companies requires viewing positions as careers  How enterprise providers help customers balance security, connectivity, and collaboration needs in a hybrid work environment The "Be Where Your Feet Are" principle for maintaining focus and presence in both business and personal life How to leverage partnerships between major platforms like Microsoft Teams and carrier networks for seamless communication Mark Tina is the Channel Chief and Vice President of Indirect Partner Sales at Verizon Business, leading national channel strategy and driving profitable growth with a sharp focus on customer experience. With nearly 25 years of sales and leadership experience, Mark oversees five key sales outlets and a team of 700+. He previously led a 1,000+ person B2B sales organization, accelerating SMB recovery through Verizon’s 5G and connectivity solutions. A co-creator of Verizon’s LEAD Together mentorship program, Mark holds an MBA from Iona College and serves as Executive Sponsor of VALOR, supporting Verizon’s military employee community.  Episode Highlights: 06:30 Verizon's Evolution from Phone Company to Technology Solutions Provider  Mark explains how Verizon has transformed from a traditional telecommunications provider into a comprehensive technology company delivering end-to-end services. This evolution reflects the changing needs of modern businesses seeking integrated solutions for connectivity, security, and digital transformation. The company now provides everything from broadband and mobility to cybersecurity and AI-powered business tools, addressing the full spectrum of enterprise technology requirements. Verizon's approach combines foundational network capabilities with advanced services like software-as-a-service solutions and comprehensive security offerings. For IT leaders, this transformation represents an opportunity to consolidate vendors while accessing cutting-edge capabilities through a trusted partner. 09:00 Democratizing AI for Small Business Success  Verizon's approach to AI implementation focuses on making enterprise-grade capabilities accessible to small and medium businesses. The company has developed practical AI applications like customer service automation and business intelligence tools that can be quickly deployed without extensive technical expertise. Their AI assistant for small businesses demonstrates how complex technology can be simplified for practical daily use, such as managing customer inquiries and operations. Verizon provides both the technology and the implementation support, helping businesses properly configure and maintain their AI solutions. This comprehensive approach enables smaller organizations to compete effectively using the same technological advantages as larger enterprises. 14:50 Comprehensive Cybersecurity Strategy  Verizon's cybersecurity approach combines employee training, technical solutions, and continuous monitoring to create a robust security posture. Their strategy includes regular phishing tests, security awareness training, and detailed reporting to identify and address vulnerabilities. The company leverages its network expertise to deliver integrated security solutions that protect infrastructure and endpoints. Through partnerships with companies like Accenture and their security research published in the DBIR, Verizon helps organizations stay ahead of evolving threats. This multi-layered approach ensures businesses can maintain strong security while adapting to changing work environments. 25:16 "Be Where Your Feet Are" Leadership Philosophy This principle emphasizes the importance of full engagement and presence in both professional and personal contexts. Leaders can improve their effectiveness by focusing entirely on the current task or interaction rather than allowing distractions to divide their attention. This approach leads to better decision-making, stronger relationships, and more productive outcomes in all areas of life. The practice requires conscious effort but yields significant benefits regarding work quality and personal satisfaction. For technology leaders managing multiple priorities, this mindset helps maintain focus and drive better results. Episode Resources: Mark Tina on LinkedIn Verizon Business Website Scott Kinka on LinkedIn The Bridgecast on Apple Podcasts The Bridgecast on Spotify The Bridgecast on YouTube 

What if you could transform your customer experience while leveraging the power of AI and video? In this episode of The Bridgecast, host Scott Kinka and David McAbee sit down with Zoom’s CX team of Sean Fair and Shana Hafterson to explore Zoom’s transformation into a full-scale customer experience platform. They dive into how AI, video support, and unified communication tools are helping businesses cut resolution times by 50%, improve agent performance, and modernize contact centers. Get practical insights into the future of CX and what it takes to implement these technologies successfully. What you will learn:  How Zoom's pivot from meetings to voice to CX reflects changing customer engagement needs How video integration in customer support can reduce resolution times by up to 50% How AI-powered agent assistance reduces training time while improving efficiency How self-service capabilities are transforming customer support Why companies are increasingly seeking unified UCaaS and CCaaS solutions How Zoom's proven scalability and reliability translate to enterprise CX deployments Generational preferences: self-service vs. human support Why service partner expertise is crucial for successful CX implementations  Sean Fair is Head of CX Sales and GTM at Zoom, bringing over 25 years of experience in unified communications and contact center technology. Sean has previously held leadership positions at Mitel and ShoreTel and played a pivotal role in scaling Zoom's phone division to 7 million subscribers before leading their contact center initiatives. He specializes in talent acquisition and team development, having built successful leadership teams across Zoom's Phone and Contact Center divisions. Shana Hafterson is Head of Americas CX Channel at Zoom, bringing extensive experience from previous roles at Five9 and other leading CX technology providers. She specializes in helping organizations bridge the gap between employee and customer experience through innovative technology solutions. Her expertise in channel development and understanding of CX market dynamics provides a valuable perspective on the evolution of customer service technology and implementation strategies.  Episode Resources: Sean Fair on LinkedIn Shana Hafterson on LinkedIn Zoom Communication Website Scott Kinka on LinkedIn David McAbee on LinkedIn  The Bridgecast on Apple Podcasts The Bridgecast on Spotify The Bridgecast on YouTube  Previous Zoom episodes: Building Your Personal Brand in the Era of Virtual Meetings with Zoom’s Patrick Kelley The Collaboration Technology Evolution with Graeme Geddes of Zoom Earn Your Employee’s Commute with Zoom’s Gary Sorrentino Building a Smarter AI Enterprise Strategy: Live from NJ SIM Previous episode with David McAbee:The Business Process Outsourcing Model with David McAbee Books mentioned in the episode:The War of Art

In this episode of The Bridgecast, host Scott Kinka sits down with Tim Sanders, AI Evangelist and VP of Research Insights at G2, to explore how leaders can approach AI as a human-first strategy rather than just a tech trend. From building organizational AI literacy to embracing optionality and leading with empathy, Tim shares a roadmap for thoughtful, effective AI adoption. If you’re a tech leader looking to innovate without losing the human touch, this conversation is your next must-listen. What you will learn: How to develop AI literacy across your organization  Why viewing business challenges as prediction problems unlocks AI's true potential The "Optionality Framework" for making reversible strategic decisions in uncertain times How to shift from managing inputs (hours worked) to measuring outcomes Why focusing on workflows is the key to successful AI implementation The 30% Rule for business leaders: master the economics and applications of AI  How to build trust in AI adoption The critical balance between human relationships and leveraging AI capabilities How to avoid the "get some AI" trap  Tim Sanders is the VP of Research Insights at G2 and an Executive Fellow at Harvard Business School, where he collaborates with the Digital Data Design Institute. A former Chief Solutions Officer at Yahoo, Tim is also a New York Times bestselling author of five books, including Love is the Killer App and Dealstorming. A sought-after keynote speaker, he specializes in leadership, AI, innovation, and digital transformation. Tim champions human-centered leadership rooted in knowledge, compassion, and connection. His mission: help leaders reimagine work, scale innovation, and lead with love. Learn more at timsanders.com. Episode Resources: Tim Sanders on LinkedIn Tim Sanders Website G2 Website Scott Kinka on LinkedIn The Bridgecast on Apple Podcasts The Bridgecast on Spotify The Bridgecast on YouTube 

In this special live episode of The Bridgecast recorded at the NJ SIM (Society for Information Management) event, Scott Kinka moderates a panel of thought leaders to unpack enterprise-level AI adoption and challenges. The panel highlights real-world use cases in healthcare, insurance, and contact centers where AI is driving measurable efficiency, cost savings, and improved customerexperience.  The panel featured: ·       Gary Sorrentino, Global CIO of Zoom·       Yalim Eristiren, Managing Director at SESTEK North America·       Jim Marron, AI Sales Director at Talkdesk Topics discussed in this episode: ·       The hype vs. reality of AI trends, including generative AI, agentic AI, and predictive AI.·       Significant concerns around use case readiness, data quality and AI governance. ·       The confusion around deploying AI before understanding the problem it should solve. ·       How many businesses are missing the foundation for meaningful ROI?  The growing need for trusted advisors, internal alignment with line-of-business leaders, AI literacy, and microlearning to upskill teams.  About Gary SorrentinoGary Sorrentino serves as Zoom’s Global CIO, after spending over two years as our Global Deputy CIO. A former Managing Director for J.P. Morgan Asset & Wealth Management, Gary was the Global Head of Client Cyber Awareness and Education. For over 12 years, Gary was the Chief Technology Officer for J.P. Morgan AWM’s global technology infrastructure initiatives, where he managed its Data Privacy program and was responsible for Infrastructure, Application and End User Technology Production Support. In 2014, he assumed a new role as the lead for their Cybersecurity efforts and developed a firm wide “Protect the Client” Cyber program designed to raise cybersecurity awareness among employees and clients. With almost 40 years of experience in Information Technology, Gary has served in various other IT leadership positions in firms across the financial services industry. Prior to joining J.P. Morgan in 2005, Gary was Head of Global Infrastructure and Head of Technology Efficiencies at Citi Private Bank, where he was responsible for Global Infrastructure Support and strategic technology initiatives. Other roles he has held include Global Technology CFO at Credit Suisse and North America IT Controller at UBS. Contact GaryLinkedIn. https://www.linkedin.com/in/garysorrentino/ LinkedIn. https://www.linkedin.com/company/zoom/ Facebook. https://www.facebook.com/zoom/Insta. https://www.instagram.com/zoom/Twitter. https://x.com/Zoom About Jim MarronJim is a Regional AI Sales Director based in Chicago, IL, with over 10 years in software and more than four years in the AI space. He specializes in helping enterprises adopt and scale conversational AI to improve customer engagement, operational efficiency, and business outcomes. With a deep understanding of AI-driven transformation, he works closely with technology leaders to navigate the evolving landscape of AI, automation, and digital innovation. Contact JimLinkedIn. https://www.linkedin.com/in/jim-marron-sells-software/ Facebook. https://www.facebook.com/Talkdesk/ Insta. https://www.instagram.com/talkdesk/Web. https://www.talkdesk.com/  About Yalim EristirenYalim Eristiren has earned a reputation as a dynamic and accomplished business development leader with expertise in building strategies to deliver technology solutions and drive new revenue. His progressive experience has led to resounding success across his 25+ year career, including attainments and promotions with Intel and Siemens. Easily able to move from high-level planning to face-to-face relationship building, he ensures that companies and clients enjoy the best possible results. Between 2018 and 2019, Yalim joined Vera Venture as a Member of Technology Investment Committee, where he orchestrated investment strategies and decisions for a burgeoning company. This involved building out an initial deal flow and screening startups in the areas of blockchain, AI, IoT, and Martech. Earlier in his career, Yalim earned numerous promotions during a storied tenure with Intel (2005 – 2018), where he rose to the position of Country Lead (Turkey, 2017 – 2018). Using unique approaches and exceptional team leadership, he secured multimillion-dollar opportunities in a highly competitive industry. He was also selected to represent Intel at high-profile events around digital transformation, smart cities, and other emerging technologies as spokesperson and keynote speaker, leading to his reputation as a thought leader in the industry. Among his peers, Yalim is known for his high business acumen, innovative problem-solving, understanding of enterprise, telecom, cloud, education markets and ISVs, and tireless work ethic. Bolstering these achievements are Yalim’s exemplary educational qualifications. These include an Executive Master of Business Administration from Bogazici University, and a Master of Science in Power Electronics (Electrical & Electronics Engineering) from METU. In his free time, he enjoys playing guitar, scuba diving and hiking. Contact YalimLinkedIn. https://www.linkedin.com/in/yalimeristiren/Web. https://www.sestek.com/ 

What if networking were as simple and seamless as electricity? Scott Kinka sits down with Meter CEO and co-founder Anil Varanasi to talk about how Meter is revolutionizing connectivity—offering end-to-end networking with custom-built hardware, software, and simple pricing by square footage.  They dive into Anil’s startup journey, their bold partnership with Microsoft, and how AI, leadership, and customer obsession are shaping the future of infrastructure. Meter provides internet infrastructure for businesses. Headquartered in San Francisco, it was founded in 2015 to build enterprise-grade networks that are faster, more accessible, and more secure. Its full-stack approach combines hardware, software, and operations so that any company can seamlessly run on a reliable and modern network. Meter believes the internet is a fundamental utility that businesses should be able to turn on as easily as water and electricity.  Topics discussed in this episode ●      Anil’s entrepreneurial journey, including early startup challenges and self-funding before raising capital. ●      The problems with networking and what Meter does differently. ●      Meter’s unique pricing and utility-based model. ●      The partnership with Microsoft. ●      Short and long-term perspectives on AI and the future. About Anil Varanasi Anil Varanasi is the CEO of Meter, a company that provides internet infrastructure for businesses. He co-founded the company with his brother, Sunil, in 2015. Meter’s full-stack approach combines hardware, software, and operations to provide enterprise-grade networks that are faster, more accessible, and more secure to customers across industries including Brex, Higher Ground Education, Stord, and Tishman Speyer. Anil is also a member of the board of The Roots of Progress, a nonprofit dedicated to establishing a new philosophy of progress for the 21st century. He graduated from George Mason University with degrees in both economics and computer networking. Contact Anil Web. http://www.meter.com  LinkedIn (Business). https://www.linkedin.com/company/meter-com/ LinkedIn (Personal). https://www.linkedin.com/in/anilcv/  Twitter. https://x.com/meter

In this episode of the Bridgecast, host Scott Kinka sits down with Jasmina Mueller and Brad Dupree to discuss the charitable organization Tech4Change. This organization brings together technology leaders to raise funds for various grassroots charities.  During their discussion, they explore the mission behind Tech4Change and the fundraising strategies used, sharing impactful stories from their events. The conversation emphasizes the importance of community engagement and the potential for technology professionals to make a difference through charitable work.  Tech4Change is a 501(c)(3) nonprofit organization composed of technology suppliers and channel partners who dedicate time and resources to aid grassroots charities across the U.S. Since its inception in 2014, Tech4Change has raised more than $1.25 million for local grassroots charities that are often overlooked and underfunded. Through event-based fundraising, Tech4Change provides game-changing donations that go directly to the cause rather than administrative costs. Topics discussed in this episode:  ·       Background on Tech4Change ·       The types of charities supported by Tech4Change ·       How Tech4Change does their fundraising ·       Milestones Tech4Change has achieved       -     How being a 100% volunteer-run organization maximizes direct impact.       -     Notable contributions made by Tech4Change Previous Granite Episodes Using AI at Scale with Adam Weiner of Granite - https://bridgepointetechnologies.com/podcast-episodes/ai-at-scale/ The Bridge Podcast with Mark Palmer of Granite - https://bridgepointetechnologies.com/podcast-episodes/the-bridge-podcast-mark-palmer-granite/  About Tech4Change In the tech channel, we work hard, play hard and, for the most part, earn a good living. Some of us donate time, but more often than not, we write a check to a charity and move on. While those one-off donations help, what could we do if we work together to raise money for a cause? It turns out that we can do a lot! Over the past nine years, we’ve raised more than $1.25 million for grassroots organizations through Tech4Change. In 2023 and beyond, we plan to make a bigger impact with more fundraising events in partnership with industry publishers, event organizers, technology distributors and other organizations that support community-based charitable groups. Tech4Change is a 501(c)(3) nonprofit organization composed of technology suppliers and channel partners that dedicate time and resources to aid grassroots charities across the U.S. Since our inception in 2014, we’ve raised more than $1.25 million for local grassroots charities that are often overlooked and underfunded. Through event-based fundraising, Tech4Change provides game-changing donations that go directly to the cause rather than administrative costs. Web.  https://tech4change.org/  LinkedIn. https://www.linkedin.com/company/telecom-for-change/  Donate. https://bit.ly/3Fo2DJn  About Brad Dupee Vice President Chief Ecosystem Officer, Titan Cloud Storage, Inc   I am the Head of National Channel Sales and Development at Granite, a leading provider of managed network services and solutions for large multi-location businesses. In this role, I lead the strategy and execution of the national B2B partner program, which accounts for approximately 25% of the company's revenue and 50% of the company's new revenue. With more than 25 years of channel sales experience, I have built and managed global alliances, integrations, and ecosystems with technology leaders, system integrators, resellers, VARs, agents, and managed service providers across various industries and markets. I am also passionate about leveraging technology for social impact and innovation. I serve as the President of Tech4Change, a nonprofit organization that supports grassroots charities across the U.S. with technology solutions and fundraising that has raised over $1.25 million for local causes since 2014. As a technology entrepreneur, I have founded and co-founded four start-ups and three corporate ventures, raising capital and developing go-to-market strategies for SaaS, PaaS, API, and cloud applications. I thrive on creating value, building relationships, and solving problems with a collaborative and entrepreneurial mindset.   LinkedIn. https://www.linkedin.com/in/dupee/  About Jasmina Muller Vice President Chief Ecosystem Officer, Titan Cloud Storage, Inc   Leadership Executive: Dynamic and award-winning channel partner sales leader with over 25 years of experience driving revenue growth, building high-performing teams, and delivering exceptional partner program results in the software and telecom industries. Recognized for developing innovative channel strategies that surpass targets and foster sustainable partnerships. Known for driving operational excellence, cultivating trust, and delivering measurable outcomes. I have achieved significant industry recognition, including 2023 and 2022 Channel Chief awards, 2022 Circle of Excellence Honoree, and multiple Channel Futures DE&I honoree awards. I support organizations that give back to the community and promote DEI efforts, volunteering my time with board seats on Tech4Change, The Alliance of Channel Women, AchieveUnite and a founding member of the Los Angeles flagship location of Chief. My motto is: "Sell the Problem you solve, not the product!" LinkedIn. https://www.linkedin.com/in/jasminamuller/