The Tech Matchmaker

Think Forward - Gina Gibson
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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. 1d ago

    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

  2. 3d ago

    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

  3. Oct 1

    Contact Center Data Into Action: How AmplifAI Drove a 20% CSAT Lift | Justin Barnard

    🎙️ New Episode, Now Live!  Most contact centers are sitting on more performance data than they know what to do with, scattered across phone systems, CRMs, QA tools, and workforce management platforms. Justin Barnard, Senior Account Executive at AmplifAI, joins Gina Gibson to explain how his team turns that scattered data into something usable: a clear, specific list of actions for every supervisor, built around what's already working for the best agents on the floor.    📈 A long-time enterprise client saw a 20% lift in customer satisfaction after rolling out AmplifAI  ⏱️ Supervisors are getting one to two days back every week, time they're reinvesting into coaching instead of chasing reports across systems  🏆 AmplifAI just won 2026 Automated Solution of the Year at CCW Vegas, and previewed their new CX Analytics product to a packed room  Curious what this could look like for your team? Learn more at amplifai.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 #AmplifAI #ContactCenterAI  #QualityAutomation #CustomerExperience #ContactCenterLeadership

  4. Season 2, Episode 18 Trailer

    AI Coaching for Contact Centers: The $135M CSAT Impact | AmplifAI

    🎙️ New Episode Dropping Soon!  What if you could take your best agent's instincts and turn them into a repeatable playbook for the whole team? That's just part of the discussion Justin Barnard, Senior Account Executive at AmplifAI, and Gina Gibson have on this week's episode.  🤖 AmplifAI pulls data straight out of the systems your contact center already runs on, then uses AI to pinpoint what your top performers are doing that others aren't  💰 A case study revealed a $135 million revenue impact tied to customer satisfaction gains  🔄 Why some clients skip 100% QA automation on purpose, and what determines the right number for your team  If you're managing agent performance, QA, or coaching at scale, this one's worth the watch.  📅 Episode drops 10/1  📺 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 #AmplifAI #ContactCenterAI  #QualityAutomation #AgentPerformance #CustomerExperience

  5. Sep 24

    What's the Catch? $650 Per Employee in Payroll Tax Savings | Jordan White

    🎙️ New Episode, Now Live!  "What's the catch?" That's the first question Jordan White hears every time he tells an employer they can save up to $650 per W-2 employee — without cutting a single benefit.  There isn't one for the employer. Jordan, Director of Benefit Strategies at EBS Health, breaks down a compliance-heavy federal program born out of the Affordable Care Act, built to keep employees healthier and in the workforce longer — and funded entirely by tax savings that already exist inside a company's payroll.  💵 The math scales fast: a 100-person company saves roughly $65K. A 1,000-person company, $650K.  🩺 Savings get reallocated into real ancillary benefits — telehealth, mental health care, short and long-term disability, vision, dental — often for employees who couldn't otherwise afford them  🤝 White-glove onboarding integrates with whatever your company already uses (Workday, Slack, email) with 24/7 live chat and enrollment specialists fluent in nine languages  Curious what this could mean for your team? Visit EBS.health.  📺 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 #EBSHealth #EmployeeRetention  #PayrollSavings #HRLeadership #CFOs #HealthcareCosts

  6. Season 2, Episode 17 Trailer

    $650 Per Employee in Tax Savings Most Companies Miss | EBS Health

    🎙️ New Episode Dropping Soon!  This one's a bit of a detour for The Tech Matchmaker, and it's worth the detour.  Every business with W-2 employees is feeling the same squeeze: healthcare costs climbing, and not a lot of good options for doing anything about it. Jordan White, Director of Benefit Strategies at EBS Health, joins Gina Gibson to talk about a federal program that's been sitting inside most companies' payroll structures since 2013 — mostly unused.  💰 A tax relief program that can save employers up to $650 per W-2 employee, at no out-of-pocket cost  🏥 Why it doesn't touch your existing major medical plan — it only adds to it  📊 Why this hits hardest (in a good way) for teams earning $30K–$90K — maybe this sounds like your frontline or contact center staff?  If you're in finance, HR, or sitting in the CEO seat, this episode is for you.  📅 Episode drops 9/24  📺 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 #EBSHealth #EmployeeBenefits  #HRLeadership #PayrollSavings #HealthcareCosts

  7. Sep 17

    AI for Contact Centers: Scala.ai's New Intelligence Layer for CX | Greg Smith

    New episode is live! 🎙️  Gina talks with Greg Smith, Global Head of Growth and Go-To-Market at Scala.ai, about building an AI platform for contact centers that's designed to be used by business leaders, not just engineers.  The core idea: most CX tech stacks are full of point solutions that don't talk to each other. Scala Pulse pulls every conversation, system, and knowledge base into one intelligence layer so leaders can see what's happening and act on it - no ticket to IT required.  If you caught our recent episode with Peregrine, this one's a different lane: Peregrine gives system admins visibility into the technical health of a CCaaS platform, while Scala.ai gives business leaders intelligence on what's happening across customer conversations and where to act.  🔍 How Scala Pulse gives frontline leaders a single view across their entire CX stack  🤖 Why "AI native" means something different than AI bolted on after the fact  📊 The 100% conversation QA use case that's resonating most with customers  🚀 Their 3-use-cases-in-30-days approach to getting clients live fast  🏥 Why regulated industries like healthcare, banking, and travel are their sweet spot  Watch the full episode now.  Ready to see Scala Pulse in action? Request a free demo at Scala.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 #ContactCenterAI #AIinCX  #CustomerExperience #Scala

  8. Season 2, Episode 16 Trailer

    How Scala.ai Turns Contact Center Chaos into Clarity | Scala.ai

    Every contact center leader says the same thing: too much data, not enough clarity on what to do with it. Dashboards on top of dashboards, a different tool for every problem, and still no real picture of what's happening across the operation.  This week on The Tech Matchmaker, Gina sits down with Greg Smith, Global Head of Growth and Go-To-Market at Scala.ai, an AI-native platform built to fix exactly that. At the center of it is Scala Pulse, one intelligence layer that pulls together every conversation, system, and knowledge base so leaders can actually see what's going on and act on it, without looping in an engineering team.  Not to be confused with our recent Peregrine episode - that one's about technical visibility for system admins. This one's about business intelligence for the leaders running the operation.  🎯 Why Greg calls it turning complexity into clarity  ⚡ How Scala gets clients to three live use cases in just 30 days  🧠 Where AI agents fit in without turning this into another point solution  Episode drops 9/17 — you don't want to miss this one.  📺 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 #ContactCenterAI #AIinCX  #CustomerExperience #Scala

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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
    63
  • Rating
    Clean
  • Copyright
    © 2026 Think Forward - Gina Gibson
  • Show Website
    The Tech Matchmaker