Beyond the Launch: 911 Customer Success and Implementation Podcast

Ivan Whitaker
  • 5.0 (7)
  • Management

Hosted by Ivan Whitaker, Beyond the Launch is a podcast for public safety leaders, project managers, customer success managers and technology partners who know that implementation doesn’t end at go-live. Each episode explores Customer Success and implementation strategies that drive real adoption, not just installations; ensuring 9-1-1 technology is used effectively, consistently, and with measurable impact. We dive into the people, processes, and practices that turn new systems into better outcomes: faster response, smarter decisions, and improved service to the communities we serve. Because success isn’t launching technology. It’s what happens after.

  1. 1d ago

    Episode 16: Building World-Class Communications from the Ground Up in Qatar

    Episode 16: Building World-Class Communications from the Ground Up in Qatar When Qatar hosted the 2022 FIFA World Cup, over 1.4 million visitors poured into 8 stadiums, and behind the scenes, one man was responsible for making sure emergency communications didn't fail. In this episode of Beyond the Launch, host Ivan Whitaker sits down with Dr. Andre Jones, PhD, Assistant Executive Director of Communications and Control Centers at Hamad Medical Corporation in Doha, Qatar, to unpack what it actually takes to build a world-class emergency communications system from scratch, in a foreign country, under a hard deadline, with zero room for error. Dr. Jones shares the real story behind recruiting 57 multilingual telecommunicators from Jordan, India, and beyond (53 of whom still serve today), deploying mobile dispatch units at fan zones, and the moment, just one month before kickoff, when a directive came down to replace the entire CAD system. With no time to procure a new platform, Dr. Jones and his team built a Microsoft Teams and SharePoint workaround that ended up outperforming expectations, connecting hospitals, FIFA delegates, and the Medical Command Center in real time. This conversation goes beyond the World Cup highlight reel into the harder questions every public safety and technology leader faces. How do you drive adoption when frontline staff don't trust leadership enough to speak up? How do you turn a "job" into a profession people build a career around? And what should a 911 director really ask before signing with an AI or CAD vendor? In this episode, you'll learn: How Dr. Jones professionalized emergency dispatch in Qatar, changing government policy to classify telecommunicators alongside nurses, paramedics, and EMTsWhy frontline buy-in, not executive mandate, is the real predictor of successful technology implementationThe behind-the-scenes story of the Microsoft Teams and SharePoint workaround that saved the 2022 World Cup's emergency response systemThree things every public safety leader should do before signing a vendor contractLessons on psychological safety, mentorship, and building organizational culture in high-stress, high-stakes environments Whether you work in emergency management, public safety technology, vendor implementation, or organizational leadership, this episode offers a rare inside look at what separates technology that works on paper from technology that works when lives are on the line. Guest: Dr. Andre Jones, PhD, MPA, ENP, CPE, CSSGB. Assistant Executive Director, Communications and Control Centers, Hamad Medical Corporation, Doha, Qatar Keywords: emergency communications, 911 dispatch, CAD system implementation, Qatar World Cup 2022, emergency management, public safety technology, dispatcher retention, organizational psychology, customer success, AI vendor evaluation

  2. Jul 14

    Episode 15: Building the Future of Public Safety with Carbyne (Axon)

    Beyond the Launch | Episode 15 Building the Future of Public Safety with Carbyne (Axon) How do you modernize one of the world's most mission-critical systems? In Episode 15 of Beyond the Launch, host Ivan Whitaker sits down with Amir Elichai, Founder of Carbyne and SVP of Global Strategy following Carbyne's acquisition by Axon, for an in-depth conversation about the future of emergency communications. After experiencing firsthand the limitations of emergency response during a personal emergency, Amir set out to build a platform that would fundamentally change how 911 operates. That vision became Carbyne, an AI-native, cloud-based emergency communications platform now serving more than 250 million people worldwide. Together, Ivan and Amir explore what it truly takes to modernize public safety, including cloud-native 911, AI, customer success, technology adoption, and the importance of creating seamless workflows for emergency telecommunicators. The conversation also examines the strategic combination of Carbyne, Prepared, and Axon, and how an end-to-end public safety ecosystem has the potential to reshape emergency response from the first 911 call through dispatch, responder operations, real-time intelligence, evidence management, and beyond. In this episode you'll learn: • How Carbyne was born from a real-life emergency • Why cloud-native emergency communications are transforming 911 • The biggest challenges agencies face during technology implementations • Why customer success is critical after go-live • How AI is changing emergency communications without replacing dispatch professionals • Why leaders should focus on outcomes instead of technology • The future vision for Axon, Carbyne, and Prepared as one integrated public safety platform If you're a 911 leader, PSAP director, emergency communications professional, public safety executive, technology innovator, or government leader looking to understand where the industry is headed, this episode delivers practical insights and strategic perspectives from one of the industry's leading innovators. Subscribe to Beyond the Launch for conversations with the leaders building the future of public safety technology, customer success, and emergency communications. #911 #PublicSafety #Carbyne #Axon #Prepared #NG911 #EmergencyCommunications #ArtificialIntelligence #CustomerSuccess #CloudTechnology #EmergencyManagement #PublicSafetyTechnology

  3. Jul 1

    Episode 14: Turning 911 Innovation into Real-World Impact at Scale -Michael Chime, CEO of Prepared

    Episode 14: Turning 911 Innovation into Real-World Impact at Scale What does it actually take to modernize 911, the system most Americans assume is already cutting-edge, but isn't? In this episode of Beyond the Launch, host Ivan Whitaker sits down with Michael Chime, co-founder and CEO of Prepared by Axon, to unpack how a college side project sparked by a childhood brush with an active shooter event grew into AI-powered technology now supporting over 1,000 public safety agencies across 49 states and on track to touch more than 50 million 911 calls in 2026. Michael shares the raw, personal story behind Prepared's founding: leaving Yale as a Thiel Fellow, the awkward conversation with his mom about dropping out, and the moment he first walked into a 911 center expecting cutting-edge technology and found the opposite. From there, the conversation goes deep into the real work of driving 911 innovation, why public safety technology lags behind other industries, what separates agencies that successfully adopt new tools from those that stall out, and how AI can fill capability gaps (like real-time language translation and call quality assurance) without replacing the humans doing the hardest job in the room. Listeners will also hear Michael's perspective on the 2025 Axon acquisition of Prepared, what it means for the future of emergency communications, how Prepared's integration with Carbyne is shaping a more modern, cloud-based infrastructure for dispatch centers, and his direct advice for a brand-new 911 director trying to figure out where to even start with new technology. Whether you're a 911 director, dispatcher, emergency manager, public safety technology vendor, or startup founder building in a mission-critical space, this episode offers a candid look at what it takes to scale innovation responsibly in one of the most high-stakes environments in the country. In this episode: Michael Chime's personal journey from Thiel Fellow to CEO of Prepared by AxonWhy 911 technology has historically lagged behind other industriesHow Prepared's AI synthesizes call audio, video, text, and real-time translationInside the 2025 Axon–Prepared acquisition and what it means for public safety techHow AI can fill gaps and reduce burden for 911 dispatchers without replacing themFramework for evaluating and implementing new 911 technology, center by centerThe future of 911 infrastructure: cloud migration, Carbyne integration, and the Axon ecosystemPractical advice for new 911 directors navigating a crowded technology landscape Keywords: 911 innovation, emergency communications technology, Prepared by Axon, Michael Chime, AI in 911 dispatch, public safety technology, 911 dispatch center technology, emergency management technology, Axon acquisition, Carbyne, 911 director advice, public safety AI, dispatch center innovation, Beyond the Launch podcast

  4. Jun 23

    Episode 13: Right Care, Right Time: Redefining 911 Response with Shanel Fields, CEO of MD Ally

    How can 911 systems deliver better patient outcomes while reducing unnecessary transports and easing strain on emergency services? In Episode 13 of Beyond the Launch, host Ivan Whitaker sits down with Shanel Fields, CEO of MD Ally, to explore how virtual care, alternative response models, and healthcare innovation are transforming the future of emergency response. As public safety agencies face increasing call volumes, workforce challenges, and growing demands on healthcare systems, many are looking beyond traditional dispatch-and-transport models. Shanel shares how MD Ally is helping agencies connect callers with the right level of care at the right time through integrated virtual care solutions that improve operational efficiency, support first responders, and enhance patient outcomes. Throughout the conversation, Shanel discusses the challenges of implementing alternative care pathways, strategies for building trust among frontline personnel, and the critical role customer success plays in ensuring long-term program adoption. She also shares insights into the future of Mobile Integrated Healthcare (MIH), Community Paramedicine, telehealth, and the evolving relationship between healthcare and public safety. Whether you're a 911 leader, emergency communications professional, EMS executive, healthcare innovator, community paramedicine advocate, or public safety decision-maker, this episode offers valuable insights into what it takes to successfully operationalize modern care delivery models. Key Topics Covered🔹 Alternative response models in 911 systems 🔹 Virtual care and telehealth integration 🔹 Mobile Integrated Healthcare (MIH) programs 🔹 Community paramedicine initiatives 🔹 Customer success and program adoption strategies 🔹 Public safety and healthcare collaboration 🔹 Improving patient outcomes through innovative care pathways 🔹 Reducing unnecessary ambulance transports and emergency department utilization 🔹 The future of emergency response and healthcare innovation About Shanel FieldsShanel Fields is the CEO of MD Ally and a recognized leader in healthcare innovation, public safety transformation, and Mobile Integrated Healthcare. She is dedicated to advancing patient-centered care by connecting emergency response systems with virtual care solutions that help agencies deliver better outcomes while optimizing resources and improving community health. 🎧 Listen now and discover how agencies across the country are redefining success in emergency response by ensuring the right care is delivered at the right time. #BeyondTheLaunch #ShanelFields #MDAlly #Podcast #911Response #PublicSafety #EMS #EmergencyCommunications #HealthcareInnovation #VirtualCare #Telehealth #MobileIntegratedHealthcare #MIH #CommunityParamedicine #PatientOutcomes #FirstResponders #EmergencyManagement #HealthcareLeadership #PublicSafetyLeadership #EmergencyMedicine #AlternativeResponse #911Communications #CareCoordination #Innovation #DigitalHealth #HealthcareTechnology #PopulationHealth #EmergencyDispatch #RightCareRightTime

  5. Jun 16

    Episode 12: Driving Adoption of Technology in 9-1-1 | Trusting AI and Overcoming Skepticism

    How can 9-1-1 agencies embrace disruptive technology while maintaining trust, reliability, and operational excellence? In Episode 12 of the Beyond the Launch Podcast, host Ivan Whitaker sits down with Reinhard Ekl, COO and Co-Founder of Hyper, to explore the future of technology adoption in emergency communications and public safety. With decades of experience spanning EMS, public safety technology, RapidSOS, RapidDeploy, and innovative startup leadership, Reinhard shares valuable insights into what it takes to successfully introduce new technology into mission-critical 911 environments. The conversation challenges the common misconception that 911 centers are resistant to change. Instead, Reinhard explains why public safety agencies are often eager to adopt new solutions when they clearly improve outcomes, enhance operations, and support telecommunicators in their daily work. The episode also dives into one of the most pressing issues facing emergency communications centers today: staffing shortages. Reinhard discusses how artificial intelligence (AI) can serve as a force multiplier for dispatch centers—not by replacing call takers and dispatchers, but by reducing workload, streamlining processes, and allowing personnel to focus on high-priority incidents and critical decision-making. In this episode, you'll learn: Why 911 agencies are more innovative than many people realizeHow AI can help address staffing and retention challenges in emergency communicationsStrategies for building trust in new public safety technologiesThe role of human expertise in an AI-assisted futureLessons learned from implementing technology in mission-critical environmentsWhat the future of Next Generation 911 (NG911) may look like Whether you're a 911 professional, emergency communications leader, public safety executive, technology innovator, or anyone interested in the future of emergency response, this episode offers practical insights on driving change while maintaining trust and reliability. Key Topics: 911 Technology, Public Safety Innovation, AI in Emergency Communications, NG911, Telecommunicator Staffing, Dispatch Technology, Emergency Response, Public Safety Leadership, Hyper, RapidSOS, RapidDeploy, Public Safety Technology Adoption. 🎧 Listen now to discover how technology, trust, and innovation are shaping the future of 9-1-1.

  6. Jun 9

    Episode 11: Driving Adoption and Measurable Success in 911 Technology, AI, and Workforce Management

    Episode 11: Stephen McDonnell on AI, Workforce Management, and the Future of 911 Operations In Episode 11 of Beyond the Launch, host Ivan Whitaker sits down with Stephen McDonnell, President and CEO of WilMac Technologies, to discuss how artificial intelligence, workforce management, and technology adoption are reshaping the future of emergency communications. With more than 30 years of experience supporting Public Safety Answering Points (PSAPs) across the United States and Canada, WilMac Technologies is helping 911 centers modernize scheduling, forecasting, staffing, and telecommunicator wellness through innovative workforce management solutions and AI-powered tools. During this conversation, Stephen shares insights on: The challenges PSAPs face with staffing and schedulingWhy many 911 centers still rely on spreadsheets for workforce managementHow AI is improving forecasting, staffing stability, and operational efficiencyThe importance of telecommunicator wellness and burnout preventionBuilding successful partnerships between public safety agencies and technology providersOvercoming barriers to technology adoption in emergency communicationsThe future of AI in 911 centers and public safety operations Whether you're a 911 Director, PSAP leader, emergency communications professional, dispatcher, telecommunicator, public safety executive, or technology innovator, this episode delivers valuable insights into the evolving landscape of public safety technology. Listen now to learn how AI-driven workforce management solutions are helping agencies improve staffing, support employee wellness, enhance operational readiness, and better serve their communities. Keywords: Public Safety, 911, PSAP, Emergency Communications, Dispatch, Telecommunicator, Workforce Management, AI in Public Safety, Artificial Intelligence, Public Safety Technology, Emergency Management, Staffing, Forecasting, Telecommunicator Wellness, NENA, APCO, Leadership, Innovation, WilMac Technologies, Stephen McDonnell, Beyond the Launch Podcast.

  7. Jun 1 ·  Bonus

    How to Measure Implementation Success: Beyond NPS, Adoption, and Customer Satisfaction

    What does a great implementation actually look like and how do you measure it? In this episode, Ivan Whitaker reflects on his first experience leading an implementation organization and the pivotal question that transformed his approach to customer success: How do we know we're providing great implementations? After discovering that many organizations struggle to define and measure implementation success, Ivan shares how his team developed a framework that moved beyond traditional customer satisfaction metrics and focused on measurable outcomes, time-to-value, product adoption, and long-term customer success. Drawing from real-world public safety technology deployments, Ivan explains how implementation teams can use simulations, scenario-based training, and operational readiness exercises to improve user confidence, increase adoption rates, and create smoother go-live experiences. He discusses how one strategic change led to a 15% improvement in tool usage and accuracy, reinforcing the importance of preparation and change management. The conversation also explores the role of customer success leaders, implementation managers, and executives in creating accountability, measuring impact, and ensuring implementation strategies align with organizational mission and vision. Ivan challenges leaders to rethink how they evaluate implementation performance and asks whether their teams can clearly define what success looks like after go-live. Whether you work in SaaS, GovTech, public safety technology, software implementation, customer success, or organizational leadership, this episode offers actionable insights on building implementation programs that drive adoption, deliver value, and create lasting customer outcomes. Topics include: Customer success and implementation leadershipMeasuring implementation successTime-to-value strategiesProduct adoption and product stickinessChange management and organizational readinessGo-live planning and simulationsUser training and adoption metricsSaaS implementation best practicesExecutive leadership and accountabilityAligning implementations with company mission and vision

  8. Jun 1 ·  Bonus

    Driving Through a Blizzard for a 911 Go-Live: A Customer Success Story That Impacted Lives

    In this episode, Ivan Whitaker shares one of the most memorable implementation experiences of his career—a public safety technology deployment in Pinedale, Wyoming, during a severe winter blizzard. What began as a routine go-live quickly became a lesson in perseverance, leadership, and the true purpose of customer success. Facing dangerous road conditions, whiteout visibility, and an eight-hour drive through a Wyoming snowstorm, Ivan and a newly developing implementation specialist pressed forward to support a critical 911 technology deployment for a rural emergency communications center. As the storm intensified, the team discovered that the technology they were implementing would play a vital role in helping residents who were stranded and unable to access medical care. With only a handful of ambulances covering thousands of square miles, emergency dispatchers relied on pre-arrival and post-dispatch instructions to provide life-saving guidance when responders could not immediately reach patients. Ivan reflects on how successful implementations are about more than software deployment—they are about serving communities, supporting first responders, and ensuring technology delivers value when it matters most. He also discusses how this experience helped shape the career of a future leader in the 911 industry, demonstrating the lasting impact of mentorship, training, and hands-on implementation experience. This inspiring conversation highlights the intersection of public safety, customer success, emergency communications, and leadership under pressure. Topics include: Public safety technology implementations911 and emergency communicationsCustomer success in mission-critical environmentsRural EMS and emergency response challengesPre-arrival and post-dispatch instructionsImplementation leadership and mentorshipGo-live best practicesEmergency communications during disastersBuilding resilient public safety systemsLeadership lessons from the field Whether you're involved in public safety, emergency communications, GovTech, customer success, implementation services, or organizational leadership, this episode offers a powerful reminder that the best implementations aren't measured by software deployments—they're measured by the lives and communities they impact.

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Ratings & Reviews

5
out of 5
7 Ratings

About

Hosted by Ivan Whitaker, Beyond the Launch is a podcast for public safety leaders, project managers, customer success managers and technology partners who know that implementation doesn’t end at go-live. Each episode explores Customer Success and implementation strategies that drive real adoption, not just installations; ensuring 9-1-1 technology is used effectively, consistently, and with measurable impact. We dive into the people, processes, and practices that turn new systems into better outcomes: faster response, smarter decisions, and improved service to the communities we serve. Because success isn’t launching technology. It’s what happens after.

Information

  • Creator
    Ivan Whitaker
  • Years Active
    2026
  • Episodes
    20
  • Rating
    Clean
  • Copyright
    © 2026 Ivan Whitaker