Rarified Air: Stories of Inspired Service

InterSystems

🎙 Welcome to Rarified Air: Stories of Inspired Service, a podcast that takes you on a journey into the DNA of InterSystems. I will be your guide as we explore how our unparalleled commitment to customer service fuels limitless human potential. 🤝 Join us as we dive into the culture of InterSystems and share the stories of the people who make it all possible - our customers, partners, and employees. From helping healthcare providers improve patient outcomes to powering the world’s most important institutions, we’ll show you how our dedication to customer service excellence is in rarified air.

  1. EP 20 - 7 Cybersecurity Steps Every Organization Should Take Today

    08/12/2025

    EP 20 - 7 Cybersecurity Steps Every Organization Should Take Today

    Is your organization doing enough to stay secure in today’s threat landscape? ​ In this episode, John Paladino shares 7 actionable steps every company can take to strengthen their cybersecurity posture. From implementing multi-factor authentication to building partnerships with cybersecurity firms and practicing NIST-aligned exercises, these simple, practical tips can go a long way in making a real impact. ​ Whether you're a CTO, CISO, or business leader looking to embed security into your culture, this is your roadmap to resilience. Want more insights like this? Follow me and hit the bell:  https://www.linkedin.com/in/johnpaladino/

    5 min
  2. EP 19 - Why Most Companies Fail at Cybersecurity in 2025: AI, Phishing & Human Error Explained

    07/15/2025

    EP 19 - Why Most Companies Fail at Cybersecurity in 2025: AI, Phishing & Human Error Explained

    Modern threats are evolving faster than many organizations can adapt. In this opening episode, John Paladino outlines why security fundamentals like 2FA are still being overlooked — and how that leaves businesses vulnerable. ​ Learn how AI, human error, and global risk are changing the threat landscape, and why traditional approaches like phishing simulations may not be the only approach to build a resilient security culture. ​

    5 min
  3. EP 18 - The Future of Healthcare in South Africa: Integrations, AI, and Beyond

    11/19/2024

    EP 18 - The Future of Healthcare in South Africa: Integrations, AI, and Beyond

    In this episode of Rarified Air, John Paladino is joined by Cathy Harris, Chief Operating Officer at TriFour, and Stephan du Plooy, Chief Technology Officer at TriFour Professional Services. The discussion centers on the disparities and challenges within the South African healthcare system. Cathy Harris outlines the significant differences between private and public healthcare and highlights the acute shortage of healthcare professionals. She points out that much of South Africa’s public healthcare is still paper-based, leading to inefficiencies and an overwhelming strain on resources. Stephan du Plooy further illuminates the technological challenges, stressing the need for better integration of systems and the potential benefits of adopting AI in healthcare to improve patient care.  The conversation also delves into the crucial role of data and integration in healthcare. John Paladino shares a compelling story of a health information exchange in New York City that significantly improved the state's COVID-19 response by providing real-time data. Stephan and Cathy discuss how similar integration and data-sharing practices could be beneficial for South Africa. They emphasize that while the public healthcare system is still largely reliant on paper records, there are immense opportunities for innovation, such as AI applications and wearable technologies, which could shift healthcare management from reactive to proactive.  Lastly, the episode touches on the importance of strong partnerships and support in driving healthcare innovation. Cathy and Stephan explain how their partnership with Intersystems has been instrumental in their technological advancements. They underscore the need for partners who not only understand their current needs but also anticipate future technological shifts. By leveraging such partnerships, they aim to enhance their services and better meet the evolving demands of healthcare delivery. This episode provides a thorough exploration of the intersection of healthcare and technology in South Africa, shedding light on both the existing challenges and the promising future of the industry.

    23 min
  4. EP 17 - Crisis Management and Building Trust with Mike LaRocca of Ready Computing

    11/07/2024

    EP 17 - Crisis Management and Building Trust with Mike LaRocca of Ready Computing

    In Episode 17 of the Rarified Air podcast, John Paladino interviews Mike LaRocca, the founder of Ready Computing. John has a wealth of experience as the Head of Client Services at InterSystems and brings his 40-year career perspective to the conversation. Mike shares his journey in the healthcare IT sector, detailing his time at InterSystems starting in 1995 before launching Ready Computing in 2011. His company focuses on integrating healthcare and social care systems to improve whole-person care, and Mike’s extensive background underscores the episode's exploration of innovative customer service. The discussion delves into several pivotal topics. Mike outlines the challenges he faced in the early stages of his startup, including juggling multiple roles and ensuring quality service delivery. He emphasizes the importance of a customer-centric approach, advocating for early and continuous client involvement to build trust and ensure successful project outcomes. Mike also explores the future of service in the healthcare industry, particularly the transformative role of emerging technologies like AI, which he believes can significantly reduce misdiagnoses and improve patient care. A highlight of the episode is Mike’s philanthropic efforts through the Ready Cares foundation. He explains how the foundation aims to elevate underserved communities by offering IT training and supporting caregivers. Ready Cares provides opportunities for individuals to build new skills and careers, exemplifying Mike's dedication to making a meaningful impact both in his industry and in society. This episode provides a comprehensive look at Mike LaRocca’s career, his innovative approaches to customer service, and his commitment to community service, making it an inspiring listen.

    18 min
  5. EP 16 - Navigating Complex Healthcare with Dimitri Fane: AI, Clinical Adoption, and Customer Success

    10/16/2024

    EP 16 - Navigating Complex Healthcare with Dimitri Fane: AI, Clinical Adoption, and Customer Success

    In this episode of Rarified Air, John Paladino welcomes Dimitri Fane, a key figure in managing and supporting complex customer relationships within the healthcare sector at Inner Systems. Dimitri shares invaluable insights from his extensive career, highlighting the importance of unified company representation and addressing the diverse needs of customers across 29 different countries. The discussion delves into the unique challenges and high expectations faced by public and private healthcare organizations, especially in the context of the ongoing impact of the pandemic. Dimitri emphasizes the need for solutions that are comprehensible, implementable, and user-friendly, drawing attention to the crucial "04:00 a.m. test," which requires products to be effective even in the most challenging scenarios. The conversation transitions into the transformative potential of AI in healthcare, with Dimitri expressing excitement about its ability to simplify complex tasks and enhance user experience. He cites real-life examples where AI can automate and improve clinical documentation and personalization, allowing clinicians to perform their duties more efficiently. However, both John and Dimitri acknowledge the challenge of ensuring AI does not overwhelm users with excessive information, emphasizing the need for AI to support rather than dictate medical decisions. The discussion underscores the balance between technological advancement and humane, effective clinical support. Lastly, the episode explores the importance of building strong customer partnerships grounded in trust and effective communication. Dimitri discusses the critical role of executive involvement and change management in aligning organizational goals with on-ground realities. He stresses the significance of direct product team and developer engagement with customers to understand and address their needs better. Additionally, the episode highlights strategies for careful and controlled growth across different countries and the continuous optimization of systems through smaller, more frequent software updates. In summary, the episode provides a comprehensive look at supporting complex customers in healthcare, the role of AI, and the fundamentals of maintaining successful long-term customer relationships.

    25 min
  6. EP 15 - Leadership and Adaptability: Lou LaRocca on Building J2 Interactive

    09/24/2024

    EP 15 - Leadership and Adaptability: Lou LaRocca on Building J2 Interactive

    In this episode of Rarified Air, host John Paladino, the head of client services at Inner Systems with 40 years of experience, interviews Lou LaRocca, the co-founder of J2 Interactive. Lou shares his journey from his early career beginnings at Keenan Systems in Cambridge, Massachusetts, through his pivotal decision to join the startup Juniornet inspired by the birth of his first child. He discusses the challenges of the dot-com bust and how that led to forming J2 Interactive with angel investors, emphasizing a work environment that was enjoyable for all employees and not just the founders. The conversation transitions to Lou's motivation in the healthcare sector, driven by his desire to make real-life impacts through technology. He recounts his early business collaborations and the importance of empathy, listening, and trust in leadership. Lou highlights key projects, like their first healthcare customer and modernization initiatives such as the Chadwicks project in Ireland, showcasing J2 Interactive’s versatility and commitment to high standards. John and Lou also emphasize the principle of giving employees a stake in the company to foster satisfaction and productivity. Looking toward the future, the episode touches on the role of generative AI in healthcare. Both speakers stress the significance of data quality and the necessity of human oversight to mitigate biases and ensure accurate outcomes. They discuss the potential of AI in generating hypotheses for experts to analyze further, enhancing both individual patient care and broader population health. John closes the episode by praising J2 Interactive’s high standards and customer service, encouraging listener feedback and looking forward to the prospects of AI in 2024.

    23 min
  7. EP 14 - Tobias Zwingmann and Asaf Sinay Dissect AI Implementation Strategies

    09/05/2024

    EP 14 - Tobias Zwingmann and Asaf Sinay Dissect AI Implementation Strategies

    In this episode, explores the strategic integration of AI in business operations. John is joined by Tobias Zwingmann, the Managing Partner at RAPYD.AI, and Asaf Sinay, Senior Support Manager at InterSystems, in a discussion that unveils how AI is not just about automation but a vital tool for enhancing decision-making and operational efficiency. Key Takeaways: Strategic AI Implementation: Learn how AI can augment human capabilities to boost productivity and foster innovation across various departments.Leadership in AI: Insights on the necessity of leadership as AI continues to take over, focusing on aligning AI initiatives with corporate goals to maximize impact.Cultural Transformation: Understand the importance of adapting corporate culture to embrace AI, ensuring technology integration supports rather than disrupts.

    27 min
  8. EP 13 - John Paladino on Cultivating a Culture of Respect and Opportunity

    07/16/2024

    EP 13 - John Paladino on Cultivating a Culture of Respect and Opportunity

    In this episode, John shares his insights on fostering a culture of respect and opportunity to drive employee retention in challenging labor markets. He discusses the importance of creating a supportive and family-like work environment, where employees feel valued and heard.Key Takeaways: Respectful Leadership: John emphasizes the significance of treating employees with respect and the impact it has on retention and overall workplace satisfaction.Listening and Adapting: He highlights the lessons learned during the COVID-19 pandemic and the transition to a hybrid work model, underscoring the importance of listening to employee needs.Valuing People: The episode sheds light on the CEO's involvement in the hiring process and the company's commitment to treating employees as people, not just workers.

    8 min
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About

🎙 Welcome to Rarified Air: Stories of Inspired Service, a podcast that takes you on a journey into the DNA of InterSystems. I will be your guide as we explore how our unparalleled commitment to customer service fuels limitless human potential. 🤝 Join us as we dive into the culture of InterSystems and share the stories of the people who make it all possible - our customers, partners, and employees. From helping healthcare providers improve patient outcomes to powering the world’s most important institutions, we’ll show you how our dedication to customer service excellence is in rarified air.

Information

  • Creator
    InterSystems
  • Years Active
    2023 - 2025
  • Episodes
    21
  • Rating
    Clean
  • Copyright
    © 2026 InterSystems