Toll Talk Podcast

MOJO Creative Digital
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Toll Talk Podcast is dedicated to the transportation industry. Watch and listen to tolling industry professionals who are bringing change to the tolling and transportation industry. Kalie Jakovics and Alex Fakeri share their opportunities to interview some of the tolling industry’s greatest leaders and innovators. Listen in to what is happening in the industry beyond what you see on the roads!

  1. TT EP 43: Leading the Future of Tolling: A Conversation with IBTTA President Joi Taylor Dean

    15 APR

    TT EP 43: Leading the Future of Tolling: A Conversation with IBTTA President Joi Taylor Dean

    In this episode of Toll Talk, we sit down with Joi Taylor Dean, CEO of the Richmond Metropolitan Transportation Authority and President of the International Bridge, Tunnel and Turnpike Association, to explore what’s next for the tolling and transportation industry. From a non-traditional path into tolling to leading one of the industry’s most influential organizations, Joi shares how her journey shaped her leadership style—and her bold vision for the future. With her 2026 theme, “Investment, Impact, and Influence,” Joi breaks down how IBTTA is preparing the industry for evolving mobility, emerging technologies, and the next generation of leaders. This conversation dives into the real challenges facing tolling today—like public trust, transparency, and communication—and why they’re also the biggest opportunities ahead. 📍 Register for the IBTTA Technology Summit Join industry leaders at IBTTA’s premier technology event, taking place in Orlando, Florida, where experts will explore AI, advanced tolling systems, cybersecurity, and the future of connected infrastructure. https://www.ibtta.org/events/technology-summit Connect with Us: Joi Taylor Dean - https://www.linkedin.com/in/joi-taylor-dean-8832326/ Alex Fakeri - https://www.linkedin.com/in/fakeri/ Kalie Jakovics - https://www.linkedin.com/in/kalie-lastagarkov/ Sponsored by CSG Thanks to CSG for supporting this episode. CSG is leading innovation in tolling and mobility solutions across the globe. Learn more: https://info.csgi.com/industry/tolling-and-smart-mobility/ #TollTalk #IBTTA #Transportation #Mobility #Leadership #Innovation #Infrastructure

    48 min
  2. TT EP 42: Driving the Future of Tolling: A Conversation with IBTTA CEO Mark Chung

    1 APR

    TT EP 42: Driving the Future of Tolling: A Conversation with IBTTA CEO Mark Chung

    In this episode of Toll Talk, we sit down with Mark Chung, Executive Director & CEO of the International Bridge, Tunnel and Turnpike Association, for a powerful conversation on the future of tolling, transportation, and mobility. Mark shares his journey into the industry, the experiences that shaped his leadership, and his vision for IBTTA as it helps guide agencies through rapid change and increasing complexity. We dive into the evolving role of IBTTA as a global connector and convener, bringing together agencies, partners, and policymakers to collaborate, share best practices, and shape the future of infrastructure. The conversation also explores: The growing impact of technology across tolling and mobility Why collaboration is more critical than ever in a rapidly changing industry Insights from IBTTA’s strategic priorities and listening tour The role of innovation in improving customer and agency outcomes We also discuss the BeSafe Together campaign and the urgent need to address roadway safety—highlighting the reality that tens of thousands of lives are lost each year, and what the industry can do to drive meaningful change. Plus, a preview of IBTTA’s Technology Summit, including key themes like AI, advanced tolling systems, and the future of connected infrastructure. If you’re in transportation, infrastructure, or mobility—or simply interested in how the systems we rely on every day are evolving—this episode is a must-watch. 📍 Register for the IBTTA Technology Summit Join industry leaders at IBTTA’s premier technology event, taking place in Orlando, Florida, where experts will explore AI, advanced tolling systems, cybersecurity, and the future of connected infrastructure. https://www.ibtta.org/events/technology-summit Connect with Us: Mark Chung - https://www.linkedin.com/in/markkchung/ Alex Fakeri - https://www.linkedin.com/in/fakeri/ Kalie Jakovics - https://www.linkedin.com/in/kalie-lastagarkov/ Sponsored by CSG Thanks to CSG for supporting this episode. CSG is leading innovation in tolling and mobility solutions across the globe. Learn more: https://info.csgi.com/industry/tolling-and-smart-mobility/ #TollTalkPodcast #TransportationLeadership #MobilityInnovation #Tolling #Infrastructure #SmartMobility #FutureOfTransportation #RoadSafety #ibtta

    39 min
  3. TT EP 41: Why Customers Don’t Trust Your Messages (and How to Fix It)

    18 MAR

    TT EP 41: Why Customers Don’t Trust Your Messages (and How to Fix It)

    In today’s world of constant notifications, emails, and texts, one question matters more than ever: why don’t customers trust your messages? In this episode, host Alexander Fakeri sits down in person with Keith Wilson, Executive Director of Product at CSG, to unpack the real reasons behind declining trust and what organizations can do to fix it. From tolling and telecom to retail and financial services, Keith shares insights from powering billions of customer communications and reveals what actually drives engagement, response, and trust in today’s digital landscape. Key topics: Why customers ignore or delete most messages—and how to stand out The role of simplicity, consistency, and trust in customer communication How outbound & inbound messaging strategies are evolving Best practices for rebuilding trust in high-risk environments (like tolling & payments) The rise of RCS (Rich Communication Services) and branded messagingWhy “effortless” experiences beat “amazing” ones every time Key customer trends shaping expectations around speed, personalization, and toneHow to think about AI in customer experience (without falling for the hype) Real-world examples across industries like telecom, insurance, and retail Learn More: CSG: https://www.csgi.com/ Connect with Us: Keith Wilson - https://www.linkedin.com/in/keithdouglaswilson/ Alex Fakeri - https://www.linkedin.com/in/fakeri/ Kalie Jakovics - https://www.linkedin.com/in/kalie-lastagarkov/ Sponsored by CSG Thanks to CSG for supporting this episode. CSG is leading innovation in tolling and mobility solutions across the globe. Learn more: https://info.csgi.com/industry/tolling-and-smart-mobility/ #CustomerExperience #CX #DigitalTransformation #AI #RCS #CustomerTrust #CommunicationsStrategy #Tolling #Telecom #MarketingStrategy

    47 min
  4. TT EP 40: Revenue, Resilience, and the Road Ahead

    18 FEB

    TT EP 40: Revenue, Resilience, and the Road Ahead

    In this episode of Toll Talk, hosts Alexander Fakeri and Kalie Jakovics are joined by Kevin Bennick, Chief Revenue Officer at SWC Group, to discuss revenue recovery, AI in customer service centers, and the economic outlook for 2026. Kevin shares insights from working with tolling authorities nationwide, including why lowest-bid procurement may be weakening recovery programs, how proactive outreach improves collections, and what smarter, multi-tiered strategies look like in today’s environment. The conversation also explores how AI-powered virtual agents, speech analytics, and automation are transforming call centers — improving speed, efficiency, and customer satisfaction while maintaining human empathy where it matters most. Key topics: • AI in tolling customer service • Smarter lost revenue strategies • Economic trends impacting toll agencies • Balancing efficiency with fairness • Preparing for 2026 and beyond Learn More: SWC Group: https://www.swcgroup.com/ Connect with Us: Kevin Bennick - https://www.linkedin.com/in/kevin-bennick-56217619/ Alex Fakeri - https://www.linkedin.com/in/fakeri/ Kalie Jakovics - https://www.linkedin.com/in/kalie-lastagarkov/ Sponsored by CSG Thanks to CSG for supporting this episode. CSG is leading innovation in tolling and mobility solutions across the globe. Learn more: https://info.csgi.com/industry/tolling-and-smart-mobility/partner-email #TollTalk #RevenueRecovery #Tolling #AI #CustomerExperience #Transportation #Infrastructure #GovTech #Innovation

    38 min
  5. TT EP 39: The Road to Better Customer Experience

    28 JAN

    TT EP 39: The Road to Better Customer Experience

    Customer expectations are evolving — and tolling agencies are feeling the pressure to deliver faster, clearer, and more seamless experiences than ever before. In this episode of Toll Talk, host Alexander Fakeri is joined in person by guest host Christine Korenek, PMP, Senior Sales Executive at CSG, and returning guest Pat Wicketts, Executive Director of Communication, Design & Delivery at CSG, for a deep dive into what it really takes to build trust and improve customer experience (CX) in tolling. Fresh off IBTTA in Denver, Pat shares insights from a Customer Experience Roundtable and explores why billing timeliness, proactive communication, and transparency are no longer “nice to have” — they’re essential. From invoice delivery and digital notifications to predictive customer service and seamless payments, this conversation breaks down how agencies can move from reactive problem-solving to proactive, customer-first strategies. Key topics include: Why billing and invoicing speed directly impacts fairness and trust Moving from reactive to predictive customer service using data How proactive communication reduces frustration and violations Why “speed is the new loyalty” in customer support The role of transparency in building long-term customer trust Making payments easier — anywhere, anytime What tolling agencies can learn from retail and fintech The future of connected vehicles, OEM partnerships, and CX innovation Whether you’re focused on operations, technology, or customer engagement, this episode offers practical insights on how tolling agencies can modernize their approach and put the customer experience at the center of everything they do. Learn More: CSG: https://www.csgi.com/ Connect with Us: Pat Wicketts - https://www.linkedin.com/in/pwicketts/ Christine Korenek - https://www.linkedin.com/in/christine-korenek-pmp/ Alex Fakeri - https://www.linkedin.com/in/fakeri/ Sponsored by CSG Thanks to CSG for supporting this episode. CSG is leading innovation in tolling and mobility solutions across the globe. Learn more: https://info.csgi.com/industry/tolling-and-smart-mobility/partner-email #TollTalk #CustomerExperience #CX #Tolling #Mobility #Transportation #SmartInfrastructure #DigitalTransformation #BillingAndPayments #CustomerService #ConnectedVehicles #FinTech #GovTech #TransportationTechnology #IBTTA #CSG #Innovation #UserExperience #PublicSector

    31 min
  6. TT EP 38: Smarter Roads, Faster Response: The Power of Video Analytics in Tolling

    26/11/2025

    TT EP 38: Smarter Roads, Faster Response: The Power of Video Analytics in Tolling

    In this episode of Toll Talk, we sit down with Josh Kissel, Customer Success Manager at TrafficVision, to explore how video analytics and AI are transforming traffic management, tolling operations, and incident response across roads, bridges, and tunnels. Josh joins us after winning a complimentary Toll Talk episode at IBTTA’s Annual Meeting, where we connected through our LinkedIn contest — and the conversation did not disappoint. Together with hosts Alex Fakeri and Kalie Jakovics, we dive into how intelligent video systems are helping agencies detect incidents faster, improve safety, validate toll revenue, and support long-term infrastructure planning — all while complementing (not replacing) human operators in Traffic Management Centers. Learn More: TrafficVision: https://trafficvision.com/ Connect with Us: Josh Kissel - https://www.linkedin.com/in/josh-kissel/ Kalie Jakovics - https://www.linkedin.com/in/kalie-lastagarkov/ Alex Fakeri - https://www.linkedin.com/in/fakeri/ Sponsored by CSG Thanks to CSG for supporting this episode. CSG is leading innovation in tolling and mobility solutions across the globe. Learn more: https://info.csgi.com/industry/tolling-and-smart-mobility/partner-email #TollTalkPodcast #TollingIndustry #TransportationTechnology #SmartInfrastructure #VideoAnalytics #ArtificialIntelligence #AIinTransportation #TrafficManagement #IncidentDetection #SmartRoads #IntelligentTransportation #ITS #TrafficVision #IBTTA #MobilityInnovation #TransportationLeadership #InfrastructurePlanning #TollRoads #BridgesAndTunnels #PublicPrivatePartnerships

    32 min
  7. TT EP 37: Duty, Data, and Drive: How a West Point Veteran is Leading the Future of Mobility

    06/11/2025

    TT EP 37: Duty, Data, and Drive: How a West Point Veteran is Leading the Future of Mobility

    In honor of Veterans Day, Toll Talk welcomes George Christopher, Senior Vice President of Accenture’s Smart Mobility Hub and West Point graduate, for a powerful in-person conversation on leadership, innovation, and the future of smart transportation. From serving as a military officer to shaping national mobility infrastructure, George shares how discipline, data, and mission-focused thinking are transforming how people move. We dig into military-to-corporate transition, how technology is redefining roadway operations, and why Veterans are uniquely positioned to lead the next wave of mobility innovation. Learn More: Accenture: https://www.accenture.com/us-en IBTTA Foundation & Scholarship: https://www.ibtta.org Connect with Us: George Christopher - https://www.linkedin.com/in/gchris1911/ Kalie Jakovics - https://www.linkedin.com/in/kalie-lastagarkov/ Alex Fakeri - https://www.linkedin.com/in/fakeri/ Sponsored by CSG Thanks to CSG for supporting this episode. CSG is leading innovation in tolling and mobility solutions across the globe. Learn more: https://info.csgi.com/industry/tolling-and-smart-mobility/partner-email #TollTalk #Accenture #SmartMobility #VeteransDay #VeteranLeadership #TransportationTechnology #MobilityInnovation #RoadwaySafety #DigitalTolling #IBTTA #Infrastructure #SmartRoads #FutureOfMobility #TechnologyLeadership #DataAnalytics #WestPoint #TransportationIndustry

    48 min
  8. TT EP 36: Beyond the Interstate: How CFX Keeps Florida Moving

    22/10/2025

    TT EP 36: Beyond the Interstate: How CFX Keeps Florida Moving

    In this episode of Toll Talk, hosts Alex Fakeri and Kalie Jakovics sit down with Michelle Maikisch, Executive Director of the Central Florida Expressway Authority (CFX), to explore how one of the fastest-growing regions in the U.S. is tackling the challenges of growth, safety, and innovation in transportation. Michelle shares how CFX is shaping the future of mobility through collaboration, strategic planning, and groundbreaking programs like Drive Smart Florida, which recently earned the IBTTA Toll Excellence Award in Safety. From going cashless and expanding regional connectivity to pioneering smart infrastructure and sustainability initiatives, this conversation dives into how CFX keeps Florida — and its millions of residents and visitors — moving efficiently and safely. Learn More: Central Florida Expressway Authority (CFX): https://www.cfxway.com CFX 2045 Master Plan: https://www.cfxway.com/agency-information/plans/2045-master-plan/ CFX 2026–2030 Five-Year Work Plan: https://www.cfxway.com/agency-information/plans/five-year-work-plan/ IBTTA Toll Excellence Awards: https://www.ibtta.org/awards Connect with Us: Michelle Maikisch - https://www.linkedin.com/in/michelle-maikisch-64765913/ Kalie Jakovics - https://www.linkedin.com/in/kalie-lastagarkov/ Alex Fakeri - https://www.linkedin.com/in/fakeri/ Sponsored by CSG Thanks to CSG for supporting this episode. CSG is leading innovation in tolling and mobility solutions across the globe. Learn more: https://info.csgi.com/industry/tolling-and-smart-mobility/partner-email #TollTalk #CFX #DriveSmartFlorida #TransportationInnovation #IBTTA #RoadSafety #SmartMobility #WomenInLeadership #FloridaTransportation

    39 min
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About

Toll Talk Podcast is dedicated to the transportation industry. Watch and listen to tolling industry professionals who are bringing change to the tolling and transportation industry. Kalie Jakovics and Alex Fakeri share their opportunities to interview some of the tolling industry’s greatest leaders and innovators. Listen in to what is happening in the industry beyond what you see on the roads!

Information

  • Channel
    MOJO Creative Digital
  • Creator
    Alexander Fakeri and Kalie Jakovics
  • Years Active
    2024 - 2026
  • Episodes
    43
  • Copyright
    © https://tolltalkpodcast.com/privacy-policy/
  • Show Website
    Toll Talk Podcast
  • Provider
    Mojo Web Solutions, LLC

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