The Tech Matchmaker

Think Forward - Gina Gibson

The Tech Matchmaker Podcast is your go-to show for discovering the latest breakthroughs transforming the contact center industry. Hosted by Gina Gibson of Think Forward, each fast-paced, ten-minute episode spotlights the smartest, most innovative solutions designed to tackle real-world contact center challenges. Whether you’re a tech leader searching for your next CCaaS solution, a decision-maker eager to stay ahead of the curve, or simply passionate about the future of customer experience, this podcast delivers the insights you need to keep your business moving forward. Tune in for engaging interviews with industry trailblazers, inspiring client success stories, and practical tips to help your organization thrive in a rapidly evolving landscape. Join us as we match today’s contact center challenges with tomorrow’s technology — and have some fun along the way! Subscribe now and never miss an episode as we explore what’s next in CCaaS innovation

  1. 4d ago

    Build an AI Agent in Minutes, Not Months? Here’s What It Takes | Shrish Mishra

    🎙️ New Episode, Now Live!  Same process. Same customers. A 38% lower total cost of ownership. That’s the result Shrish Mishra shares from one AIONOS client use case, along with a drop of more than 30% in full time staffing needs and faster resolution times.  Shrish explains how AIONOS connected a client’s scattered data sources, CRMs, SOPs and spreadsheets into one platform, then built an AI agent for the transaction they wanted to automate. Once you have the SOP, he says, building an agent takes minutes, not months.  He also walks through how a project gets moving. It starts with a week of joint discovery to agree on what success means, and a mix of AI and human agents can be live in eight weeks or less.  ⚡ Why building an AI agent takes minutes once the SOP is in hand  📅 How a week of discovery leads to go live in eight weeks or less  🔐 How SOC 2 Type 2 compliance and flexible hosting keep a customer’s own security policies in place  🤝 Who AIONOS is the best fit for, from SMBs to enterprises that want the results of AI without the deployment risk  💡 Why AIONOS goes after revenue programs, not just call center work  🌐 Curious what AIONOS could do for your customer experience? Visit AIONOS.ai  📺 Subscribe on YouTube: https://www.youtube.com/@ThinkForwardLLC  🎧 Listen and subscribe on Apple Podcasts: bit.ly/3ScRty0  🎶 Never miss an episode on Spotify: bit.ly/4wyEBAc  📩 Want to learn more? Reach out to Gina Gibson at info@thnkforward.com  #TechMatchmaker #GinaGibson #ThinkForward #ShrishMishra #OutcomeBasedAI  #AppliedAI #CXOutsourcing #ContactCenter

  2. Season 2, Episode 23 Trailer

    Is a 28-30% AI Resolution Rate a Win? It Depends on the Process | AIONUS

    🎙️ New Episode Dropping Soon!  How do you measure AI Success? Shrish Mishra says there’s no single answer. For one business process, an AI resolution rate of 28 to 30% is a win. For another, 70% might be the goal. And whatever the number is, the work doesn’t stop there, because someone still has to take care of the customers AI doesn’t resolve.  Shrish, Principal for Enterprise AI and CX at Aionos, joins Gina Gibson on The Tech Matchmaker to talk about what it takes to build an AI native BPO that signs on to outcomes instead of selling licenses and hours. He explains why Aionos puts its own skin in the game, and why that changes the conversation for leaders who feel nervous about handing customer conversations to AI.  🎯 Why Aionos writes outcomes into the contract and takes on the risk of making AI work  🧭 How AI agents and human agents can be managed together from one place  🛡️ What’s really behind the worry about putting AI in front of customers  If you’re weighing how much AI belongs in your customer experience, you’ll want to catch this one.  📅 Episode drops 10/29  📺 Subscribe on YouTube: https://www.youtube.com/@ThinkForwardLLC  🎧 Listen and subscribe on Apple Podcasts: bit.ly/3ScRty0  🎶 Never miss an episode on Spotify: bit.ly/4wyEBAc  📩 Want to learn more? Reach out to Gina Gibson at info@thnkforward.com  #TechMatchmaker #GinaGibson #ThinkForward #ShrishMishra #Aionos  #BPO #AgenticAI #CustomerExperience

  3. Oct 22

    What If Your AI Could Tell You Which Calls You Can’t Fulfill? | Jamaal Savwoir

    What if your AI could tell you which calls your business isn’t able to fulfill? In this episode of The Tech Matchmaker, Gina Gibson sits down with Jamaal Savwoir, Senior Channel Solutions Consultant at PolyAI, to explore how the company moved from natural sounding conversation to agentic dialogue, where the goal is resolution, not just a good chat.  Jamaal brings a career that spans unified communications, contact center as a service, and customer experience consulting, so he looks at every technology decision through the eyes of the people who live with it. He walks through how PolyAI’s virtual agents touch back end systems to complete bookings, appointments, and order requests without a human handoff. He also shares a retailer’s journey from simple questions to complex price matching, and previews Wren, the assistant inside Agent Studio that builds, tests, and analyzes conversations for you.   ✅ Why PolyAI started with voice and what spoken language understanding really means  ✅ How a large retailer scaled from basic order questions to complex, multi step conversations  ✅ What it means for holiday staffing when AI handles the highest call volumes  ✅ How PolyAI sits between your entry point and your contact center platform, with no rip and replace  ✅ What Wren does inside Agent Studio, from building new use cases to analyzing real calls  ✅ Where voice AI is delivering results in healthcare, utilities, logistics, retail, and hospitality  ⏱️ TIMESTAMPS  00:00 - Welcome and guest introduction  00:32 - Jamaal’s background in UCaaS, CCaaS, and CX consulting  01:58 - Fun fact: where Jamaal was born  02:15 - PolyAI elevator pitch  03:33 - What drew Jamaal to PolyAI  04:03 - Voice first approach and the live call experience  06:36 - Retailer use case: from simple questions to complex conversations  08:58 - Results and what changed for human agents  09:40 - Ideal customer profile and where PolyAI fits  10:33 - What’s next: Wren inside Agent Studio  13:17 - What Jamaal wants the audience to know  14:15 - Medical device use case  15:30 - Rapid fire questions  16:44 - How to connect with PolyAI  Ready to explore what PolyAI could do for your team? Head to poly.ai, or connect with Jamaal on LinkedIn.  📎 Follow us on LinkedIn for insights and updates: https://www.linkedin.com/company/the-tech-matchmaker-podcast/  📺 Subscribe on YouTube: https://www.youtube.com/@ThinkForwardLLC  🎧 Listen and subscribe on Apple Podcasts: bit.ly/3ScRty0  🎶 Never miss an episode on Spotify: bit.ly/4wyEBAc  📩 Want to learn more? Reach out to Gina Gibson at info@thnkforward.com  #TechMatchmaker #GinaGibson #ThinkForward #PolyAI #VoiceAI #ConversationalAI #AgenticAI #CustomerExperience #ContactCenter #CCaaS #CXTechnology #HealthcareAI  Music licensed through Soundstripe.  Code: 9JNXYUPFIG7TAHIH

  4. Season 2, Episode 21 Trailer

    PolyAI: Powerful Use Cases Across Industries

    🎙️ New Episode Dropping Soon!  It’s Black Friday weekend and your contact center is buried in calls asking what time the store closes. Meanwhile, someone trying to buy a gift for their grandchild is sitting on hold behind five of them.  In the upcoming episode of The Tech Matchmaker, Gina Gibson sits down with Jamaal Savwoir, Senior Channel Solutions Consultant at PolyAI, to talk about what it looks like when voice AI takes on that call volume and actually resolves it.  🛍️ How one large retailer started with simple “where is my order” calls, grew into price matching and buy online, pick up in store, and now resolves about 80% of its chat inquiries  🎄 What happens to holiday staffing when AI handles the highest volume of calls, and why one team’s reps now get Black Friday weekend off  🔌 Where PolyAI fits if you already own a CCaaS platform with AI built in, and why you don’t have to replace anything to use it  If you lead a contact center or help choose the technology behind one, this one is for you.  📅 Episode drops 10/22  📺 Subscribe on YouTube: https://www.youtube.com/@ThinkForwardLLC  🎧 Listen and subscribe on Apple Podcasts: bit.ly/3ScRty0  🎶 Never miss an episode on Spotify: bit.ly/4wyEBAc  📩 Want to learn more? Reach out to Gina Gibson at info@thnkforward.com  #TechMatchmaker #GinaGibson #ThinkForward #PolyAI #VoiceAI  #ConversationalAI #ContactCenter #CustomerExperience

  5. Oct 15

    Contact Center Attrition: How EmpireOneCX Gets It to 3.4% a Month | Fauad Nasir

    🎙️ New Episode, Now Live!  Gina Gibson questioned the number the first time she saw it. Fauad Nasir says the industry standard for agent attrition is about 5% a month. At EmpireOneCX, he puts it at about 3.4%.  His explanation is simple. When agents work within five miles of home, they show up on time and go home to their families at night. Pair that with AI that reviews every interaction instead of a sample, and the QA team finally has time to coach agents one on one.  Fauad also shares how one client moved to a blended model. Human agents answer first whenever they're available, and AI steps in after hours or when the team is busy, so no customer is left waiting.    ✅ Why auto QA covering 100% of calls, chats and emails frees up time for real human coaching  🧩 Why QA, workforce management and process improvement come built into every account  🏥 The launch of Empire One Health, a new division focused on revenue cycle management    🌐 Curious what EmpireOneCX  or EmpireOne Health could do for your customer care? Visit empireonecx.com or empireonehealth.com  📺 Subscribe on YouTube: https://www.youtube.com/@ThinkForwardLLC  🎧 Listen and subscribe on Apple Podcasts: bit.ly/3ScRty0  🎶 Never miss an episode on Spotify: bit.ly/4wyEBAc  📩 Want to learn more? Reach out to Gina Gibson at info@thnkforward.com  #TechMatchmaker #GinaGibson #ThinkForward #FauadNasir #AttritionMatters  #CXOutsourcing #AutoQA #ContactCenter

  6. Season 2, Episode 20 Trailer

    BPO Founder: “I Can’t Open a Bank, But I Could Open a BPO” | EmpireOneCX

    🎙️ New Episode Dropping Soon!  In 2016, Fauad Nasir landed in Manila on a business trip for his travel agency. He fell in love with the country and started looking for a reason to keep coming back. Then he noticed the biggest buildings in the city weren't banks. They were call centers. His thought? "I can't open a bank, but I could open a BPO."  That moment became EmpireOneCX. Fauad, Founder and CEO, joins Gina Gibson on The Tech Matchmaker to share how an accidental start turned into an inbound-only customer care operation serving clients in Canada, the US, the UK, Dubai and Australia.      🎧 Why the team focuses only on inbound customer care and skips outbound work entirely  🤖 Where agentic AI handles the first touch and where a human agent steps in  📅 How EmpireOneCX spots a client’s busy season in the data and staffs up before the client has to ask    If you're rethinking how your customer care gets delivered, you'll want to catch this one.  📅 Episode drops 10/15  📺 Subscribe on YouTube: https://www.youtube.com/@ThinkForwardLLC  🎧 Listen and subscribe on Apple Podcasts: bit.ly/3ScRty0  🎶 Never miss an episode on Spotify: bit.ly/4wyEBAc  📩 Want to learn more? Reach out to Gina Gibson at info@thnkforward.com  #TechMatchmaker #GinaGibson #ThinkForward #FauadNasir #EmpireOneCX  #BPO #CustomerCare #AgenticAI

  7. Oct 8

    When AI Sells the Product, Advisors Sell the Outcome | Ronnell Richards

    🎙️ New Episode, Now Live!  AI is the best transactional seller the technology industry has ever seen. Ronnell Richards, best-selling author of Shut the Hell Up and Sell, told Gina Gibson exactly that. He also explained why it's great news for anyone who sells on outcomes instead of product specs.  Buyers now show up to the first call already knowing the features, the pricing and who else offers it. Ronnell shares how one broker lost a $20 million commission when the buyer simply went around him. He also explains why advisors who lead with discovery and business outcomes are positioned for their strongest years yet.  💡 Why product knowledge alone no longer sets a seller apart  🛠️ A simple tool worth building yourself: Ronnell's proposal builder, which gets him 70% of the way there before he adds a personal video  ⏳ How much internal time teams lose fielding vendor pitches on their own, and how a tech matchmaker gives it back  📉 Why the flood of homegrown tools is quietly bringing down prices on the platforms that are built well  📘 Want more from Ronnell? Grab his book at shutthehellupandsell.com  📺 Subscribe on YouTube: https://www.youtube.com/@ThinkForwardLLC  🎧 Listen and subscribe on Apple Podcasts: bit.ly/3ScRty0  🎶 Never miss an episode on Spotify: bit.ly/4wyEBAc  📩 Want to learn more? Reach out to Gina Gibson at info@thnkforward.com  #TechMatchmaker #GinaGibson #ThinkForward #RonnellRichards #AIinSales  #ConsultativeSelling #TechnologyAdvisor #SalesLeadership

  8. Oct 6

    The Hidden Costs of Building Your Own Software (Build vs. Buy Explained) | Ronnell Richards

    🎙️ New Episode Dropping Soon!  Just because you can build it doesn't mean you should. That's the line best-selling author and sales coach Ronnell Richards keeps coming back to, and it sits at the heart of his upcoming conversation with Gina Gibson on The Tech Matchmaker.  AI tools have made it easier than ever to spin up your own software. Ronnell lays out a simple way to decide what to build in house and what to buy from a team that does it every day. He also opens up about why he's become one of the most vocal champions for women in the technology channel.  🔨 A childhood basement project that became the perfect build vs. buy lesson  🧮 The hidden costs of building your own tools, from ongoing upkeep to usage-based pricing that adds up fast  🤝 Why Ronnell believes backing women in the channel is both the right call and smart business  📅 Episode drops 10/8  📺 Subscribe on YouTube: https://www.youtube.com/@ThinkForwardLLC  🎧 Listen and subscribe on Apple Podcasts: bit.ly/3ScRty0  🎶 Never miss an episode on Spotify: bit.ly/4wyEBAc  📩 Want to learn more? Reach out to Gina Gibson at info@thnkforward.com  #TechMatchmaker #GinaGibson #ThinkForward #RonnellRichards #BuildVsBuy  #SalesLeadership #WomenInChannel #TechnologyChannel

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About

The Tech Matchmaker Podcast is your go-to show for discovering the latest breakthroughs transforming the contact center industry. Hosted by Gina Gibson of Think Forward, each fast-paced, ten-minute episode spotlights the smartest, most innovative solutions designed to tackle real-world contact center challenges. Whether you’re a tech leader searching for your next CCaaS solution, a decision-maker eager to stay ahead of the curve, or simply passionate about the future of customer experience, this podcast delivers the insights you need to keep your business moving forward. Tune in for engaging interviews with industry trailblazers, inspiring client success stories, and practical tips to help your organization thrive in a rapidly evolving landscape. Join us as we match today’s contact center challenges with tomorrow’s technology — and have some fun along the way! Subscribe now and never miss an episode as we explore what’s next in CCaaS innovation

Information

  • Creator
    Think Forward - Gina Gibson
  • Years Active
    2026
  • Episodes
    69
  • Rating
    Clean
  • Copyright
    © 2026 Think Forward - Gina Gibson
  • Show Website
    The Tech Matchmaker