Tech Talks Network on Apple Podcasts

4D AGO

https://techtalksnetwork.com/

As AI continues to dominate headlines and crypto continues to evolve behind the scenes, the real story may lie in their convergence. In this episode of Tech Talks Daily, I sat down with Dan Kim from Coinbase to discuss how these two technologies are shaping the future of digital commerce and development. Dan leads the Coinbase Developer Platform, a project focused on simplifying blockchain development for millions of developers worldwide. He shared how the platform abstracts away complexity through familiar SDKs and APIs, removing the need for deep blockchain expertise. This isn’t just about making it easier to code on-chain. It’s about opening the door for new kinds of applications, many of which are being driven by AI. We dug into the emerging concept of "agentic commerce," where AI agents can autonomously carry out transactions using blockchain infrastructure. These agents are now capable of acting on our behalf, making purchases and managing digital assets within defined parameters. This shift is already changing how developers think about building tools for e-commerce, travel, and digital services. Dan also discussed the evolving role of creators in this new landscape. Blockchain technology combined with AI is creating new ways to monetize content, build applications, and launch experiences without relying on traditional platforms. He even shared a personal example—his own AI-powered music project that turns complex crypto topics into relatable Top 40 tracks. From the reawakening of HTTP’s long-forgotten 402 payment code to the real-world implications of AI agents handling financial transactions, this conversation revealed just how quickly things are moving. For developers and business leaders alike, the fusion of AI and crypto is no longer speculative. It’s here, and it’s changing how we interact, build, and pay.

4d ago

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29 min

5D AGO

Beyond the Helpdesk: How Zendesk Is Reshaping CX with AI

What happens when a customer service platform stops thinking like a vendor and starts operating like a partner? In this episode of Tech Talks Daily, I sit down with Andrew Lawson, EVP and GM for Zendesk Europe, to explore how the company is redefining the future of customer experience through AI, innovation, and a customer-first mindset. Zendesk may be a global name, but its European roots and strategic growth across the continent tell a story of evolution. From its founding in Copenhagen to becoming a powerhouse that supports over 100,000 customers globally, Zendesk has remained focused on one thing: being the best in customer service. Andrew and I unpack how this commitment translates into real-world outcomes, from faster resolution times to dynamic partnerships with top UK brands like Tesco, Next, and Liberty London. One of the standout themes of our discussion is the company’s investment in Agentic AI, designed to handle up to 80 percent of customer interactions while leaving high-touch cases to human agents. We also dive into Zendesk’s outcome-based pricing model, a shift that aligns success with resolution rather than licenses or agent seats. Andrew offers insights into why this change reflects a broader market expectation for ROI-driven platforms. We also touch on the company’s five acquisitions over the last 18 months, including Local Measure, and how these moves strengthen Zendesk’s capabilities in the CCAS space and deepen integrations with platforms like AWS Connect. As AI continues to shape customer and employee experiences, the conversation explores not just the technology but also the challenges, especially around execution, platform stability, and cybersecurity. So, what should business leaders be doing right now to balance rapid AI adoption with responsible deployment? How are enterprise expectations evolving in the face of economic pressure and customer demand? And what does it mean to lead in customer service when the rules are changing fast? Tune in to hear Zendesk’s perspective from the frontlines of transformation.

5d ago

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23 min

3D AGO

The Human + AI Equation: How Zendesk is Building the Future of Customer Experience

In a candid conversation with Zendesk CTO Adrian McDermott, it's become clear that enterprise AI has reached a pivotal moment. We're witnessing the end of AI theater and the emergence of practical platforms delivering real business value. "We're moving from chapter one to chapter two of the application of generative AI," McDermott explains. "It's not just party tricks anymore - it's platforms. And we're really building things that have value and meaning." The Rise of Platform Thinking The shift from isolated AI features to comprehensive platforms marks a significant evolution in enterprise technology. Companies are no longer satisfied with flashy demonstrations - they demand measurable outcomes and clear ROI. This transformation is evident in Zendesk's new resolution platform, which integrates multiple AI capabilities into a cohesive system. The New Economics of AI Implementation Zendesk has pioneered outcome-based pricing for AI agents in the customer experience industry - a significant departure from traditional seat-based pricing models. This approach aligns vendor success directly with customer outcomes. "You should really be able to run a model that would prove and predict the ROI upfront," McDermott notes, highlighting the increasing sophistication of AI implementation. Customers now expect vendors to demonstrate clear business value before deployment. Voice: The Critical Escalation Channel Despite predictions of voice's decline, it remains crucial in an AI-first world. McDermott explains: "In a world of automation, the escalation channel is voice, and you need it to be tightly integrated." The future of voice in customer service is being reimagined through: Seamless integration with AI systems Warm handoffs between digital and voice channels Enhanced context preservation across interactions Real-time analytics and support The Resolution Platform Framework Zendesk's resolution platform represents a comprehensive approach to customer service, incorporating: Customer-facing AI agents Agent copilot systems Automated content generation Continuous analysis and quality assurance Unified governance and measurement Looking Ahead: The iPhone Moment? McDermott poses a crucial question: "Are we building Windows Mobile on top of generative AI, or is there innovation and disruption to come?" This reflection suggests we're still in early stages, with significant disruption ahead. Key Takeaways Enterprise AI has matured beyond demonstrations to delivering measurable outcomes Platform approaches are replacing point solutions Voice remains critical in an AI-first service strategy Economic alignment between vendors and customers is essential Continuous innovation and adaptation are necessary The shift from AI theater to practical platforms marks a new era in enterprise technology. Organizations must now focus on building comprehensive, outcome-driven AI strategies rather than chasing individual features or capabilities.

3d ago

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31 min

APR 16

How Trello is Tackling Task Overload with AI and Design Thinking

What happens when one of the world’s most loved productivity tools decides to reinvent itself for the age of AI? At Team 25 in Anaheim, I sat down with Gaurav Kataria, Head of Product for Trello at Atlassian, to unpack the biggest release in Trello’s history and what it means for individuals and teams navigating the chaos of modern work. Gaurav describes the new Trello as “an AI-powered to-do list,” built not to replace project management tools like Jira but to complement them—especially for those personal tasks, scattered action items, and mental notes that get lost in a sea of email, Slack messages, and SaaS app notifications. With half a million users opting into the beta within 48 hours of launch, it's clear that the new direction is resonating. In our conversation, we explore how Atlassian is using AI to enhance, not overwhelm, individual productivity—by capturing inputs from everywhere, organizing them intelligently, and helping users block time visually with integrations into Google and Microsoft calendars. This isn’t about automating your life; it’s about giving you clarity and control without friction. We also talk about how Trello remains deeply personal. From list colors to card covers and mobile widgets, the design philosophy centers on reducing cognitive load and sparking focus. Trello isn’t trying to be a super app. It’s trying to be the app that respects your mental model, works the way your brain works, and empowers you to get meaningful work done on your own terms. If you’re overwhelmed by task sprawl or skeptical of AI’s growing role in daily workflows, this episode offers a grounded look at what thoughtful, user-centered innovation looks like in action. How do you strike the balance between simplicity, automation, and human creativity? Let’s explore that together.

Apr 16

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29 min

JUN 26

MetricStream - How AI Is Reshaping Governance, Risk and Compliance (GRC)

When I last spoke with Gaurav Kapoor five years ago, we were in the thick of a global pandemic. Remote work was still a novelty for many, AI was a distant concept for most businesses, and regulatory frameworks were trying to keep pace with the speed of technological change. Fast forward to today, and the conversation around AI and governance, risk, and compliance (GRC) has shifted dramatically. This made it the perfect time for a long-overdue catch-up. In this episode, I welcomed back Gaurav, Vice Chairman and Co-founder of MetricStream, to discuss the changing face of GRC in an AI-driven world. AI has now reached a level of ubiquity that places it alongside electricity and Wi-Fi as a foundational layer of both business and everyday life. But with that integration comes risk, and with risk comes the need for smarter, more adaptive governance. Gaurav shared how AI is no longer just about efficiency gains. It is becoming embedded into the fabric of enterprise risk frameworks, from real-time regulatory monitoring to predictive analytics and risk forecasting. We talked about the impact of the current political climate, including policy shifts following President Trump’s return to office and how deregulation narratives are colliding with the complexity of global compliance expectations. This was not just a theoretical discussion. Gaurav broke down real-world use cases that show how large enterprises are navigating everything from redundant compliance testing to emerging threats discovered through AI-driven analysis. He also spoke candidly about the challenges ahead, how companies can fall behind if they wait too long to modernize their frameworks, and what is at stake when they fail to build trust into their AI systems. So how do you evolve GRC in an age where the pace of change is relentless? What role does AI really play in risk leadership today? And how can companies move from reactive to proactive without losing control? Join me as we explore the next chapter of GRC with one of its leading voices.

Jun 26

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33 min

09/25/2024

Xero - The Future of Small Business Accounting: AI, JAX, and Mobile Innovation

In this episode of Tech Talks Daily, I explore how AI is transforming the way small businesses operate with Akankshu Dhawan, SVP of Small Business & Growth at Xero. With a growing focus on productivity in the wake of a significant decline for small businesses, Akankshu shares how Xero is reimagining accounting through the integration of AI and mobile technologies. Xero’s latest innovation, Just Ask Xero (JAX), is an AI-powered business companion that helps small businesses manage finances and make smarter decisions on the go. Whether it’s generating invoices, predicting cash flow, or providing real-time business insights, JAX is designed to offer proactive support across commonly used platforms like WhatsApp, email, and SMS. We discuss how small business productivity in the UK has dropped by 7% in the past year, leaving many owners struggling to keep up. Akankshu explains how AI can be the game changer for these businesses, automating repetitive tasks like bank reconciliation and invoicing, while also delivering critical insights to help owners focus on what they do best. As Xero continues to integrate AI into its platform, the combination of mobile tech and generative AI is making accounting more accessible, allowing business owners to take control of their finances from anywhere. Akankshu highlights the practical ways in which AI is reshaping the future of small business management. He explains how tools like JAX provide not just faster processes but also deeper insights, helping businesses make informed decisions. The enhanced Xero mobile app is a key part of this strategy, offering new features like predictive cash flow forecasting, mobile bank reconciliation, and the ability to manage invoices on the go. This episode offers valuable insights into how Xero is bridging the gap between small businesses and the promise of AI-driven productivity. Could tools like JAX finally bring AI’s benefits to small businesses? Tune in to hear Akankshu’s thoughts on the future of financial management and how AI is helping small businesses thrive.

09/25/2024

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22 min

6D AGO

AI, Smart Routing, and the Future of Merchant Payments

In a world where payments have evolved from a back-office utility into a strategic business driver, how do you build a platform that truly puts control back into the hands of merchants? On this episode of Tech Talks Daily, I sat down with Dwaine Thomas, CIO of PXP, to explore how the company is transforming the payment landscape with its next generation platform, PXP Unity. PXP has been a force in fintech for over 30 years, processing over €30 billion in payments annually for some of the world’s most recognised retail, hospitality, entertainment, and online gaming brands. But rather than rely on legacy systems, PXP has gone all in on greenfield development with PXP Unity, a fully API driven orchestration platform that enables merchants to plug into the services they need without the complexity of managing the entire payment stack. Dwaine walked me through how Unity empowers businesses with real-time data aggregation, smart routing, and complete transparency, all delivered through an intuitive interface. He also shared how the platform supports seamless scaling during high-demand periods, like Black Friday, and provides merchants with both control and automation to optimise payment performance across channels. What stood out was the clear shift in mindset. Sixty-four percent of merchants now view payments as a growth enabler, not just a necessity. With Unity, merchants gain the flexibility to adapt strategies on the fly, personalise the payment experience, and align payments with broader business goals. We also explored the growing role of AI in PXP’s roadmap, from driving development efficiencies to enabling future use cases like AI agents within payment flows. As regulation evolves, Dwaine highlighted how initiatives like the FCA’s AI sandbox point to a more proactive and structured approach to innovation in the payments space. So how can enterprises unlock new value from their payments infrastructure? How do you build for performance, resilience, and adaptability in equal measure? And what happens when payments become central to customer experience and brand loyalty? Tune in to hear how PXP is answering those questions with technology that is both powerful and practical.

6d ago

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27 min

1D AGO

How SoundExchange Is Rewiring the Music Industry With Tech, Data, and Advocacy

What if the songs we love and the artists behind them could finally be compensated fairly, across every platform, every play, and every country? In today’s episode, I sit down with Michael Huppe, President and CEO of SoundExchange, to unpack how this music tech nonprofit is challenging the very foundations of how royalties are calculated and distributed. Michael shares how SoundExchange, which has now distributed over $12 billion to artists and rights holders, is not just administering royalties but actively shaping the policies and technologies that govern the future of music. We explore their groundbreaking use of AI for fraud detection and royalty matching, as well as the advocacy behind the American Music Fairness Act, a long-overdue effort to ensure artists are paid for terrestrial radio plays, a right still denied in the US but granted nearly everywhere else. The conversation turns toward the growing tension between innovation and creator protection in the age of generative AI. Michael discusses how SoundExchange is balancing these forces by backing ethical standards like the Human Artistry Campaign and lobbying for policies that prioritize consent, credit, and compensation. He also touches on fascinating use cases for AI in music, such as voice localization, signature sound licensing, and even resurrecting voices of beloved artists like Randy Travis. We also discuss SoundExchange’s vision for the future, one where its expertise in large-scale, data-driven payouts could help solve the thorny question of compensating artists whose works are used to train generative AI models. From indie musicians to global superstars, the impact of this work is vast, nuanced, and increasingly urgent. So, how do we build a future where technology and creativity can coexist and both thrive? And who’s making sure the voices behind our favourite tracks aren’t lost in the noise of innovation? I’d love to hear your thoughts. Are we doing enough to protect artists in the digital era? Let me know

1d ago

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25 min

JUN 23

How Splunk Helps Businesses Cut Through Digital Noise

How do you keep complex digital experiences running smoothly when every layer, from networks to cloud infrastructure to applications, can break in ways that frustrate customers and burn out IT teams? This question is at the heart of my conversation recorded live at Cisco Live in San Diego with Patrick Lin, Senior Vice President and General Manager for Observability at Splunk, now part of Cisco. In this episode, Patrick explains how observability has evolved far beyond simple monitoring and is becoming the nerve centre for digital resilience in a world where reactive alerts no longer cut it. We unpack how Splunk and Cisco ThousandEyes are now deeply integrated, giving teams a single source of truth that connects application behaviour, infrastructure health, and network performance, even across systems they do not directly control. Patrick also shares what these two-way integrations mean in practice: faster incident resolution, fewer blame games, and far less time wasted chasing false alerts. We explore how AI is enhancing this vision by cutting through the noise to detect real anomalies, correlate related events, and suggest root causes at a speed no human team could match. If your business depends on staying online and your teams are drowning in disconnected data, this conversation offers a glimpse into the next phase of unified observability and assurance. It might even help quiet the flood of alerts that keep IT professionals awake at night. How is your organisation tackling alert fatigue and rising complexity? Listen in and tell me what strategies you have found that actually work.

Jun 23

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21 min

FEB 5

Dynatrace Perform: AI Observability, and the Future of Autonomous IT

What does the future of observability, AI, and security look like in an increasingly complex digital world? In this episode, I’m joined by Steve Tack, Chief Product Officer at Dynatrace, live from Dynatrace Perform in Las Vegas. Steve has been a frequent guest on the show, but this time, we’re finally sitting down in person at one of the industry’s most anticipated events. Steve shares insights into how Dynatrace is expanding its AI-driven observability and automation capabilities to help businesses move from a reactive to a proactive IT strategy. We discuss the company’s latest product announcements, including advancements in AIOps, cloud security posture management, and predictive AI for optimizing enterprise performance. With AI dominating conversations in every industry, Steve explains how enterprises are evolving their IT operations to harness AI-powered automation while ensuring security and scalability. He also shares key trends from the conference floor, including how businesses are restructuring teams for agility and resilience in the era of cloud-native and AI-driven services. Tune in to hear how AI, observability, and security are converging to shape the future of enterprise IT—and what it means for your business. Are we truly on the verge of fully autonomous IT operations? Join the conversation and share your thoughts.

Feb 5

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20 min

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