One Day, Two Events - Talkdesk and Zoom

In this part of the world - San Francisco/Bay Area - attending industry events can be a full-time job for tech analysts. I don’t quite travel in those circles, but this is one of those weeks. I actually had three events to attend this week out here, but could only - barely - manage two. Am about to fly back to Toronto, and for now, will just share some photos, but there’s more to come.

The main event for me was Talkdesk’s analyst summit, and as good as it was, this was analyst-only, and with just about everything being under NDA, all I can do here is share some basic photos. Zoomtopia was my second event, and was only able to catch the tail-end, but the visit sure was worthwhile. Now that I’m on Zoom’s radar, I hope to attend their full event next year.

Talkdesk CEO/Founder Tiago Paiva, SVP Product Marketing, Charanya Kannan, and a group shot of the analysts in attendance (thanks to Steve Bell for that one)

Contact center panel with Five9, Sir Richard Branson in conversation via video with CMO Janine Pelosi, and a big finish with CEO/Founder Eric Yuan and team hamming it up with Shout! and thanking everyone for coming.

Fun time after the event - believe it or not - Snoop Dogg, followed by Leonard Skynyrd. Who came up with that one? Anyhow, Skynyrd was great, and no, there was no duet with Snoop to close things out!

Next Stop -San Francisco Area - Talkdesk and Zoom

Double-header this week, thanks to some last-minute jockeying with the folks at Zoom. Tomorrow I take an early flight to San Fran for Talkdesk’s analyst event, and will then join the tail-end of Zoom’s event on Wednesday in San Jose. It’s a long way to go for two days, but the learning will be good for both events, and I’ll have more to share soon after. As always, details of upcoming are in the Event Calendar section of my website.


September Writing Roundup

Another month, and another batch of writing - but also a batch of podcasts. I don’t usually include the latter in these roundup posts, but they’re another form of content in my mix of services. I’ve been doing a fair number of them lately, so I might as well include them here in case you missed them earlier.

Choosing the Right Partner for Cloud Services,, Sept. 30

Podcast - in Conversation with 2600Hz, Good News newsletter, September issue

What are the Benefits of Contact Center and UC Integration?, TechTarget, Sept. 26

Podcast with PGi - Defining Use Cases for a Great ROI on Collaboration, Enterprise Management 360, Sept. 20

3 Value Drivers for Messaging with Collaboration,, Sept. 18

EX + CX: Why They’re Better Together, podcast and guest post, RingCentral, Sept. 17

How Can You Restore Trust to Telephony?,, Sept. 12

How AI in the Workplace will Affect Collaboration and Job Performance, TechTarget, Sept. 10

The Case for Cloud Contact Centers, 3-part podcast series with Vonage/NewVoiceMedia, Enterprise Management 360, posted Sept. 4

Next Stop - Plano, TX and Mitel

I’ve had a good run of staying close to home, but starting Monday, travel season kicks in for me. The road begins with Mitel’s Analyst and Consultant Summit in Plano, Texas. Definitely looking forward to that, and as luck would have it, they’re taking us to the ball game on Tuesday night, and yes, the Rangers are playing my Red Sox. I will be appropriately attired, so planning for baseball will loom large in my packing plans.

Unless plans change - and they always do - starting with Mitel, I will have travel in my schedule for every week through til December 1, with only two weeks in that stretch that I’ll be home. Good thing I just bought a new roller bag. Awayyyyyy we go…..


EX + CX: My Latest Podcast and Article with RingCentral

Thought leadership comes in many forms, and while I do a LOT of writing for my clients, I also do my share of podcasting. This won’t be news to my blog followers, so if you’re a more recent arrival, these are some of the ways I help vendors and cloud providers drive adoption of their technologies with end customers.

My latest update comes via the work I’ve been doing with RingCentral, where I’ve been a guest blogger off and on for some time. There are two new thought leadership offerings to share; namely an article of mine, and a podcast with me in conversation with RingCentral’s Robert Murphy and his Connection podcast series.

These pieces build on recent research done about the combined value of EX and CX - employee experience and customer experience. Each is important on its own, but they complement each other, which leads to greater agility, better productivity and happier customers.

The companion piece is our podcast, which covers this ground, but quite a bit more thanks to Robert Murphy’s thoughtful narrative. If the EX + CX equation piques your interest, I think you’ll find both of interest, and the starting point is here for the article. From there, you won’t have to look far for the podcast, but if you want to start with that, here’s the link.