Electric Mindset

ElectricMind

Join Nick Dyment, Chief of Staff and Technical Director at Electric Mind as he connects with the brightest minds in AI, Technology, and Business Transformation.

Episodes

  1. 2025-10-14

    Episode 006: Contact Centers in the AI Era

    Contact centers get a bad rap. They're often written off as cost centers: high-volume, high-churn, and low on innovation. But what if flipping that mindset is the key to real CX transformation? In episode 006 of Electric Mindset, host Nick Dyment talks with Michael Lang, Advisory Director and contact center transformation specialist about what it takes to turn customer service into a value engine.  Michael’s been deep in the weeds: navigating outdated systems, inconsistent processes, and frustrated agents and customers alike. Through it all, he’s learned that real progress doesn’t come from slashing costs, it comes from designing experiences that work for people. Nick and Michael dig into: Why AI alone won’t save your contact centerHow legacy tools hold teams back—and what to do about itWhat happens when you listen to your frontline If you’re dealing with high turnover, clunky workflows, or wondering whether Gen AI can really make a difference, this one’s for you. Michael shares practical insights from the field, plus a few hard truths about what works and what doesn’t. Empathy, smart tech, and metrics that matter—that’s the playbook.Ready to shift your perspective?   00:00 Career Shift from Arts to Engineering 04:13 Improving Customer Experience 09:11 Lessons from Frontline Workers 12:15 Rethinking Contact Centers 15:45 AI Revolutionizing Contact Centers 16:33 Amazon's Cloud Strategy Dominance 21:15 Collaborative Site Visits for Empathy 24:36 Contact Center Reporting Automation Insights 27:29 Technology-Driven Customer Experience Shift 28:45 AI Monitors and Saves Troubled Calls 33:11 Evolving Contact Centers with AI 35:50 Expanding Customer Communication Channels 40:21 "Contact Center NPS Boosted 20 Points" 43:13 "Customer Value Over Call Center" 45:56 "Answer Anywhere: Remote Phone Tools" 48:16 Redefining Customer Support Metrics 51:36 "Spread the Electric Mindset" #ElectricMindset #ElectricMind #Podcast #AIconsulting #DigitalStrategy #CustomerExperience #AI #Transformation #AdvisoryTeam

    52 min

  2. 2025-09-16

    Episode 005: ServiceNow: Now What?

    Thinking about AI agents but not sure where to start—or how to stay out of trouble? You're not alone. In episode 005 of Electric Mindset, host Nick Dyment sits down with Duke Osei, an implementation consultant leading the charge on ServiceNow’s AI orchestration tools. Duke breaks it down: agentic AI isn’t just another tech upgrade. It’s a fundamental shift in how organizations handle automation, risk, and accountability. He maps it all out with a killer analogy: your org is the airport, AI agents are planes, and ServiceNow? That’s your air traffic control. Smooth landings only. 🛑 Before you dive in, make sure you’ve got the essentials:✔️ Visibility✔️ Policy✔️ Logging✔️ Incident management✔️ Orchestration The goal? Safer, smarter AI adoption without the headlines you don’t want. Ready to get your AI house in order? Hit play and learn how to scale agents with confidence, clarity, and control. 00:00 "From Gamer to Streamer" 06:27 From Generative AI to Agentic AI 08:32 Agentic AI Governance Strategies 11:39 AI Compliance Tool Challenges 15:02 AI Adoption Strategies in Business 17:29 Navigating Complex Systems with AI 22:55 Enhancing IT Management with AI 25:38 ServiceNow: Integrating Third-Party Agents 29:46 Ensuring Compliance and Audit Trails 31:18 ServiceNow: Orchestrating Multi-Agent Management 34:27 Navigating AI in Company Culture 39:22 "AI Safety Discussion"     #ElectricMindset #ElectricMind #MeetTheTeam #ServiceNow #DigitalTransformation #TechWithImpact #TheFutureisBright

    40 min

  3. 2025-08-19

    Episode 004: Gen AI in Canadian Banking

    Change isn’t about the newest tool. It’s about people, timing, and making every move matter. In episode 4, Gen AI in Canadian Banks, Nick Dyment and Lauren Bergstrom talk about transformation inside some of Canada’s largest banks, about what really drives change that sticks. Lauren’s take? Shiny tech doesn’t get you far without the basics. Transformation only works when people are ready. That means clear ownership, teams trained for new workflows, and governance that scales with innovation. As Gen AI quietly reshapes everything from operations to branch support, Lauren breaks down the real work behind the scenes: clean data, realistic cost models, and involving the people the tech is meant to support. No shortcuts. Just smart program design, real testing, and feedback loops that turn pilots into progress. Working through change in your world? Lauren’s playbook is a reminder: transformation is successful when people are part of the plan from day one. Want to go deeper on frameworks that work? Let’s talk. 00:00 "Transferable Skills from Art to Consulting" 05:54 Avoid Last-Minute Project Panic 08:43 Gen AI Transforming Bank Operations 10:28 Data Transformation for AI Readiness 14:44 Bank Governance Enhances Tech Alignment 18:33 Accelerating Development with AI Tools 20:16 Evolving Code Management with LLMs 24:47 Chatbots Enhance Branch Efficiency 29:29 Optimizing Team AI Interactions 30:49 Inclusive Design in Business Pilots 36:42 Transformative AI in Banking Operations 41:13 Balancing Efficiency and Oversight Costs 42:27 Gen AI in Bank Project Management 45:39 Gen AI Myth Debunking Catch up on Episode 001 through 003 here: https://www.electricmind.com/whats-on-our-mind?type=Podcast

    48 min

  4. 2025-07-22

    Episode 003: The Future of Work

    Remote work isn’t just a trend. It’s shaping a new era of collaboration and productivity. In the latest episode of Electric Mindset, host Nick Dyment welcomed Edward Philip, a technologist, musician, and bona fide AI whiz, to explore how organizations are adapting to this transformation. Edward shared real stories from leading virtual-first startups through the upheaval of lockdown, redesigning culture and trust for distributed teams across the globe. From implementing AI-driven developer workflows to pioneering virtual spaces where colleagues can “roast marshmallows” by a virtual fire, his experience proves that embracing the right tools is only half the battle. The most impactful change? Shifting from a culture of visibility to one of trust and outcomes, empowering teams with flexibility and holding space for true connection, even from a distance. Edward reminds us: AI tools open the door, but unleashing real productivity means championing digital literacy and reimagining how we lead. The future of work is limitless for those bold enough to rethink the rules. If you’re navigating hybrid or remote work or wrestling with how AI fits into your team’s daily flow, let’s connect. We’re always here to trade stories and share practical playbooks for the next chapter of work. 01:31 Tech Gloves Transform DJ Experience 07:06 Transition to Flexible Work Model 09:30 "Embracing Flexible Work Options" 12:39 "Optimizing Hybrid Interactive Spaces" 15:13 Embracing Remote Work Benefits 18:18 Evaluating Text Generation Accuracy 22:16 Shadow IT and Software Standardization 24:20 AI-Assisted Coding Solutions 29:37 AI Scheduling Errors Concerns 33:21 "AI-Assisted RFP Code Generation" 35:09 Flexible Work and Family Balance 40:33 AI Agents in Future Workplaces 42:16 Agent Communication Beyond Built APIs 46:44 Vibe Coding's Responsibility Dilemma 50:14 AI's Workforce Impact Explored 51:06 Rapid Evolution of AI Models 54:08 Passionate Pursuits in Modern Music 57:24 "Rayban Metas: Embracing Virtual Reality"   Watch a young Edward Philip demo “DJ Gloves”: https://youtu.be/E1UgFynVWCQ?si=ePBDIcge9dVu9a-7   Watch Edward Philip on the Discovery Channel: https://vimeo.com/70206133   Recommended reading from Edward Philip:  Understanding Deep Learning: https://g.co/kgs/h1Mcsiy Build a Large Language Model (From Scratch): https://g.co/kgs/RYiE3m8 AI Engineering: Building Applications with Foundation Models: https://g.co/kgs/7naZ4mb Links to some of the tools that Edward and Nick use: ChatGPT Multi Modal : https://community.openai.com/t/chatgpt-goes-multimodal-sound-and-vision-is-rolling-out-on-chatgpt/394501 CoPilot : https://copilot.microsoft.com/chats/qK9dTmTufue1xZiQwASSX Cursor : https://cursor.com/en Motion : https://www.usemotion.com MS Teams Meeting notes : https://support.microsoft.com/en-us/office/take-meeting-notes-in-microsoft-teams-3eadf032-0ef8-4d60-9e21-0691d317d103 Canva : www.canva.com Sonnet : https://www.anthropic.com/claude/sonnet       #electricmind #electricmindset #thefutureisbright #podcast #ai #aitrends #thefutureofwork #agenticAI #NickDyment #EdwardPhilip #thefutureofai #workplaceofthefuture

    1 hr

  5. 2025-06-24

    Episode 002: Legacy Modernization

    Digital transformation can feel daunting, especially when legacy technology is standing in your way. In the latest episode of Electric Mindset, our host Nick Dyment sat down with Paul Kalinowski, who’s seen firsthand how large-scale modernization unfolds in capital markets and wealth management. Paul shared powerful insights about why transformation is about more than just tech, and how breaking down monolithic systems starts with mindset, not code. If you’re staring down a modernization project, remember: progress starts with prioritization and people alignment, not just technology. Curious how to kickstart your journey? Let’s connect—always happy to share a framework or two from the trenches. 00:00 "Career Journey: Law to Consulting" 04:36 Complexity in Wealth and Capital Markets 06:35 Tackling Legacy Tech for Growth 12:09 Limitations of Composable Architecture 15:43 Obsolete Training Challenges in Contact Centers 19:20 Legacy Systems vs. Modernization Challenge 21:08 Frameworks for System Transformation Analysis 25:52 Home Renovation Disruption Analogy 27:21 "Big Bang Approach: Data Migration Risks" 32:30 Aligning Technology and Business Operations 36:40 Balancing Speed and Strategic Focus 38:36 AI-Driven Efficiency in Transformation 41:59 Iterative Product Development Benefits 45:05 "Persona-Driven Project Success" 47:59 Embrace Modernization for Growth    Find us at www.electricmind.com   #electricmind #electricmindset #thefutureisbright #podcast #ai #aitrends #legacymodernization #digitaltransformation

    51 min

  6. 2025-05-27

    Episode 001: AI or Bust

    AI or Bust: Our host, Nick Dyment, Chief of Staff and Technical Director, sits down with Chris Ford, Managing Partner and CEO of Electric Mind. With candid stories, humor, and real-world insight, they unpack AI’s impact on business transformation, the consulting industry, and what it takes to be an ongoing innovator in tech today.

    47 min
  • 6 Episodes

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About

Join Nick Dyment, Chief of Staff and Technical Director at Electric Mind as he connects with the brightest minds in AI, Technology, and Business Transformation.

Information

  • Creator
    ElectricMind
  • Years Active
    2K
  • Episodes
    6
  • Rating
    Clean
  • Copyright
    © ElectricMind
  • Show Website
    Electric Mindset