The Bridgecast with Scott Kinka

Latest Episodes:

The Power Crisis No One's Talking About: How AI Could Break the Grid with Mike Pereira Aug 19, 2025

Show notes

Technology leaders must balance rapid innovation with strategic implementation as AI, security, and hybrid work reshape the business landscape.
In this episode of The Bridgecast, host Scott Kinka talks with Mike Pereira, Executive Vice President of Technology at Bridgepoint Technologies, about navigating complex technology decisions, evolving security challenges, and the future of workplace collaboration in an AI-driven world.
What you will learn:

How to approach AI implementation through low-risk, high-value use cases while maintaining security and compliance
Why leveraging existing platform capabilities offers safer AI adoption than building custom solutions
The evolving role of tech advisory in helping organizations navigate increasingly complex technology decisions
How to balance security needs across different organization sizes, from SMBs to Fortune 50 companies
Why collaboration tools aren't one-size-fits-all and how to assess your organization's unique needs
The critical importance of power infrastructure planning as AI and data center demands grow
How to support and learn from technology "champions" within your organization who are already implementing solutions
Why making informed technology decisions requires both deep expertise and practical experience in implementation

Mike Pereira is the Executive VP of Technology at Bridgepointe Technologies, bringing over three decades of experience in enterprise technology and sales engineering. Throughout his career, Mike has witnessed and guided the evolution from traditional data center environments to cloud-based, AI-powered enterprise ecosystems. As a key leader at one of the nation's fastest-growing tech advisory firms, Mike helps organizations navigate complex technology decisions while maximizing ROI. Beyond his professional expertise, Mike is a dedicated father and assistant varsity basketball coach who brings the same strategic thinking to mentoring young athletes that he applies to solving enterprise technology challenges.
Episode Highlights:

[04:18] The Evolution of Enterprise Technology Needs

Mike Pereira reflects on how enterprise technology requirements have fundamentally shifted over his three decades in the industry. While data remains at the center of the universe, the ways organizations connect to and leverage that data have multiplied exponentially. The complexity has grown to the point where being an expert in everything is "absolutely impossible," requiring technology leaders to build stronger teams and rely more heavily on specialized advisory services. This evolution has driven the need for tech advisory firms that can provide deep expertise across multiple domains while helping organizations navigate an increasingly complex vendor ecosystem.

[14:20] The Current State of AI Adoption

Organizations find themselves at vastly different stages of AI readiness, from those not yet using basic AI companions for meeting notes and task generation to others building custom AI solutions for specific business processes. Mike emphasizes that companies should already be leveraging AI tools embedded in existing platforms like Microsoft or Zoom, as these provide immediate productivity gains with lower risk profiles. The key challenge isn't technical capability but rather establishing proper governance frameworks to ensure secure, compliant AI adoption while preventing employees from using unauthorized tools that create security vulnerabilities.

[17:55] Security Strategy Across Organizational Sizes

Mike outlines a clear framework for security strategy that varies dramatically based on organizational size and resources. Small companies should leverage managed security service providers (MSSPs) rather than attempting to build internal expertise, being completely transparent about their capabilities and limitations. Large enterprises with substantial security teams focus on filling specific gaps in their comprehensive programs, often implementing multiple point solutions annually. The common thread across all sizes is the need for honest assessment of capabilities and strategic partnerships with trusted advisors who can provide objective guidance.

[21:49] The Shadow IT Challenge and Employee Empowerment

Mike addresses the critical issue of shadow IT adoption, particularly around AI tools like ChatGPT, emphasizing that if organizations don't responsibly deploy technology for their employees, workers will find and use tools independently without IT oversight. This creates significant security and compliance risks while missing opportunities to harness employee innovation for business benefit. The solution involves proactive governance frameworks, employee education, and creating approved pathways for technology adoption that balance innovation with risk management.
Episode Resources:

Mike Pereira on LinkedIn
Scott Kinka on LinkedIn
Bridgepointe Technologies Website
The Bridgecast on Apple Podcasts
The Bridgecast on Spotify
The Bridgecast on YouTube

The Bridgecast is handcrafted by our friends over at: fame.so

Breaking Down Silos: How Snowflake’s Tamanna Chanana Gets Marketing and IT to Work Together Aug 05, 2025

Show notes

In this episode of The Bridgecast, host Scott Kinka sits down with Tamanna Chanana,Campaign Program and Events Lead at Snowflake and host of "Brand Talkies," to explore how marketing and IT teams can work together effectively. Tamanna, a self-described "T-shaped marketer" with experience scaling initiatives at Whatfix and Truecaller, shares practical strategies for breaking down silos, implementing agile methodologies in marketing projects, and redefining B2B influencer marketing beyond social media followers. Whether you're struggling with cross-departmental collaboration or looking to optimize marketing-IT partnerships, this conversation offers actionable insights for building bridges between creativity and technology.
What you will learn:

How to implement effective B2B influencer marketing by leveraging both external consultants and internal champions

The "T-shaped Marketing" framework for developing deep expertise while maintaining broad marketing capabilities
Why documenting expectations and outcomes is crucial for successful marketing-IT collaboration
How to structure weekly cadences between marketing and IT teams to maintain alignment and resolve challenges
The essential practice of involving sales teams early to validate marketing initiatives and understand customer pain points
Why starting with customer problems rather than technology solutions leads to more effective marketing campaigns
How to prioritize marketing investments for small and mid-sized companies with limited budgets

Tamanna Chanana is the Campaign Program and Events Lead at Snowflake and host of "Brand Talkies/The BT Show" podcast. A self-described "T-shaped marketer" with deep expertise across brand awareness, demand generation, flagship events, and field marketing. Previously scaled marketing initiatives at Whatfix for nearly four years, where she hosted "The Digital Adoption Show" and led growth marketing globally while managing field marketing across the EMEA region. With experience spanning from performance marketing to ABM strategies, Tamanna brings a unique perspective on building marketing programs from scratch and fostering cross-departmental collaboration.
Episode Highlights:

[04:27] T-Shaped Marketing: Depth and Breadth Combined

Tamanna explains her philosophy of becoming a "T-shaped "marketer"—developing deep expertise in content and inbound marketing while maintaining broad competency across all marketing disciplines, including SEO, performance marketing, events, and demand generation. This approach enables marketers to communicate effectively with technical teams and understand the full customer journey, making them more valuable in cross-departmental collaborations and strategic decision-making.

[05:48] B2B Influencer Marketing Reality Check

The discussion reveals how B2B influencer marketing differs fundamentally from B2C approaches. Instead of focusing on follower counts or social media presence, successful B2B influence comes from identifying consultants, thought leaders, and internal champions who possess deep technical knowledge of your product category. These individuals can authentically advocate for solutions within their professional networks and organizations, driving more qualified leads and meaningful business relationships.

[14:18] Documentation as the Foundation of Collaboration

Tamanna outlines three essential practices for successful marketing-IT collaboration: comprehensive documentation of project requirements and expected outcomes, clear storytelling about business objectives and ROI expectations, and establishing regular weekly cadences for progress updates and problem-solving. This systematic approach helps bridge the communication gap between creative marketing goals and technical execution capabilities.
Episode Resources:

Tamanna Channa on LinkedIn
Scott Kinka on LinkedIn
The Bridgecast on Apple Podcasts
The Bridgecast on Spotify
The Bridgecast on YouTube

The Bridgecast is handcrafted by our friends over at: fame.so

Contact Center Evolution: Live from NECCF 2025 Jul 22, 2025

Show notes

In this special episode of The Bridgecast, host Scott Kinka goes live from the Northeast Contact Center Forum 2025 at Gillette Stadium to capture the pulse of the contact center community. Through candid conversations with industry leaders, we explore how AI is shifting from "foe to friend," why breaking down organizational silos has become mission-critical, and how the post-COVID workplace continues to reshape customer service delivery.
From AI-powered knowledge management to the evolving challenges of remote work and agent burnout, this episode delivers unfiltered insights from the front lines of customer experience. Whether you're navigating staffing shortages, implementing new technology, or trying to get leadership buy-in for contact center initiatives, these conversations offer practical wisdom from those who've been there.
What you will learn:

How leading organizations are distinguishing between AI and automation for practical business applications
Why contact centers are becoming the voice of the customer within their organizations
The real impact of remote work on agent performance and customer expectations
How to break down silos between contact centers and other departments
Practical strategies for managing agent burnout as simple calls get automated away
The critical role of data quality in successful AI implementations
Why relationship-building remains essential in an increasingly digital workplace
Leadership lessons on delegation, trust, and working on the business vs. in the business

Episode Participants:

Aileen Rocheleau - Operations Manager at Citizens Bank and board member of NECCF, sharing insights on AI implementation and breaking down organizational barriers.
David McAbee - Vice President, Enterprise Solutions at BridgepointeCX, discussing customer expectations, AI adoption trends, and the evolving staffing landscape.
Erin McGinnis - Contact Center Manager at Cornerstone Bank, exploring the challenges of automation's impact on agent workload and the importance of cross-departmental relationships.
Penny Tremblay - Founder of the Sandbox System and keynote speaker, providing insights on workplace relationships and conflict resolution in the post-COVID era.
Wade Hauser - Vice President of Business Development at Teleperformance, sharing perspectives on industry competition and the changing landscape of contact center outsourcing.
David Teixeira - Equity Partner at Bridgepoint Technologies and NECCF board member, discussing vendor management and the evolution of live events in the industry.
Episode Highlights:

[00:19] AI as Friend, Not Foe - When Done Right

Aileen Rocheleau distinguishes between AI and automation, emphasizing that success comes from having the right data foundation. She shares how AI can process thousands of customer survey comments in 30 seconds to identify top unresolved issues, providing quantified business cases rather than gut feelings. The key insight: AI's power lies in data analysis and pattern recognition, not just voice automation. Contact center leaders should focus on building robust data systems before implementing AI solutions, ensuring they can demonstrate clear ROI through measurable outcomes rather than technological novelty.

[06:42] The New Staffing Challenge: Finding AI/ML Engineers

David McAbee reveals a surprising trend in the staffing shortage: highly skilled AI and ML engineers are now so scarce that companies are going nearshore to find talent, driving up costs in Latin American markets. This represents a fundamental shift from traditional contact center staffing challenges to specialized technical roles. IT leaders need to consider whether to build internal AI capabilities or partner with specialized vendors. The shortage also highlights the importance of identifying team members who can bridge business needs with technical implementation.

[16:30] When Automation Creates Harder Jobs

Erin McGinnis addresses a critical challenge: as self-service handles easy calls, agents only deal with complex, difficult conversations, leading to increased stress and potential burnout. This creates a training imperative where agents need higher skill levels to handle escalated issues effectively. Contact center leaders must invest in advanced training programs and consider how to maintain agent morale when their daily interactions become predominantly challenging. The solution involves reframing the role as specialized expertise rather than basic customer service.

[27:00] Breaking Down the Contact Center Silo

Multiple participants emphasized the frustration of contact centers being blamed for systemic issues they don't control. Aileen Rocheleau notes that contact centers "don't create products or systems" but are expected to fix customer experience problems. The solution requires executive support to give contact centers authority to drive change across departments. Successful organizations are positioning contact centers as the voice of the customer with the power to influence product development, systems design, and process improvements.
Episode Resources:

Northeast Contact Center Forum Website
Scott Kinka on LinkedIn
The Bridgecast on Apple Podcasts
The Bridgecast on Spotify
The Bridgecast on YouTube

The Bridgecast is handcrafted by our friends over at: fame.so

Ethics, Empathy, and AI: A Conversation with Arshad Hisham of InGen Dynamics Jul 08, 2025

Show notes

What if AI doesn’t take your job, but gives you a better one?
In this episode of The Bridgecast, host Scott Kinka sits down with Arshad Hisham, founder and CEO of InGen Dynamics, to unpack why AI and robotics won’t replace the workforce, but redefine it. From debunking fears about job loss to explaining the power of governance-first AI adoption, Arshad offers a human-centric vision for automation. He shares how intuitive, ethical design, not just technical prowess, will shape success in industries like healthcare and education. For IT leaders and decision-makers, this episode is a timely roadmap to navigating the next wave of intelligent, responsible technology.
What you will learn:

Why AI will create more jobs rather than eliminate them
How to approach AI adoption through governance first
The critical balance between automation and human interaction in robotics design
Why social robotics and human psychology are crucial to successful implementation
How to evaluate AI and robotics investments beyond the "gimmick factor"
The immediate risks facing AI implementation
Why intuitive design and human-centric approaches are essential
How to prepare for the coming wave of humanoid robots in business settings

Arshad Hisham is the Founder and CEO of InGen Dynamics and a globally recognized leader in AI, automation, and robotics. A serial entrepreneur, engineer, inventor, and executive, Arshad has built multimillion-dollar startups, led digital transformation for Fortune 50 firms, and delivered keynote talks at top global summits. His innovations, featured in Forbes, Fortune, and IEEE, tackle real-world challenges such as labor shortages and sustainability. With a background spanning engineering, business, and education, Arshad continues to shape the future of intelligent technology.
Episode Highlights:

03:05 The Human-Centric Approach to AI Implementation

Arshad Hisham emphasizes that AI and robotics must become more people-centric rather than pursuing full automation. Organizations should prioritize three key product elements: affordability, intuitive design, and practical application, with intuitive interfaces being crucial for successful deployment. The challenge lies in creating solutions that enhance human capabilities while maintaining natural interactions. IT leaders can drive adoption by focusing on collaborative approaches that keep humans in the loop rather than seeking complete automation. This human-centric framework helps organizations achieve both technological advancement and workforce acceptance.

08:50 Preparing for the AI Productivity Revolution

AI and robotics will drive unprecedented productivity gains of 50-100x across industries, functioning as "the new computer" for modern business. By 2030, McKinsey predicts 70% of all job tasks will involve significant automation, requiring a complete redefinition of most roles. This rapid transformation gives organizations only 5-10 years to adapt, unlike previous technological revolutions that evolved over generations. IT leaders must start preparing their workforce now through reskilling programs and change management. The opportunity lies in harnessing these productivity gains while helping employees transition to higher-value work.

27:49 Why IT Leaders Can't Delay on AI Governance

Even organizations claiming to defer AI adoption often find their employees are already using tools like ChatGPT and Gemini independently. This creates urgent security and compliance risks that require immediate policy development and implementation. IT leaders must shift from asking whether to adopt AI to establishing governance frameworks for its inevitable use. The key is balancing innovation and risk management through clear guidelines and identifying use cases. Proactive governance enables organizations to harness the benefits of AI while mitigating potential risks.

18:47 The Psychology of Robot Design

Successful robotics implementation depends more on social and psychological factors than technical capabilities. Key considerations include matching human height, mirroring behavior patterns, and projecting appropriate empathy levels while avoiding the "uncanny valley" effect. IT leaders must prioritize user experience and workflow integration over technical specifications alone. Understanding these human factors is crucial for achieving sustainable adoption and avoiding the typical pattern where robots quickly transition from novel to irritating.
Episode Resources:

Arshad Hisham on LinkedIn
InGen Dynamics Website
Scott Kinka on LinkedIn
The Bridgecast on Apple Podcasts
The Bridgecast on Spotify
The Bridgecast on YouTube

The Bridgecast is handcrafted by our friends over at: fame.so

Future-Proofing Voice with AI: Insights from Alistair Pidd Jun 24, 2025

Show notes

In this episode of The Bridgecast, host Scott Kinka sits down with Alistair Pidd, Professional Services Director at BCM One, to demystify the complex world of enterprise voice in the age of hybrid work. They unpack Microsoft Teams voice integration strategies, including Calling Plans, Direct Routing, and Operator Connect, while offering practical advice on contact center migrations, global architecture, and maintaining legacy workflows.
From directory hygiene to Copilot’s emerging role in voice, Alistair shares invaluable insights for IT leaders navigating telephony modernization. Whether you're optimizing UCaaS or tackling compliance challenges, this episode is your guide to building a resilient, future-ready voice strategy.
Episode Highlights:

12:23 Strategic Migration to Modern Voice Platforms

Alastair emphasizes the importance of identifying quick wins when transitioning to cloud communications while maintaining critical legacy systems. Organizations should start by moving basic telephony functions and back-office operations that don't require specialized hardware or analog systems. The approach requires developing a clear inventory of existing systems and understanding which components can be migrated easily versus those requiring more complex integration. IT leaders should focus on sites with basic telephony needs first, while maintaining awareness of how legacy and new services can coexist. This enables organizations to modernize their voice infrastructure incrementally without disrupting critical business operations.

21:37 Understanding Microsoft Teams Voice Integration Options

The evolution from basic calling plans to more sophisticated integration options has created three distinct paths for enterprise voice integration: Calling Plans, Direct Routing, and Operator Connect. Each option offers different levels of control and complexity, with Calling Plans providing basic functionality, Direct Routing offering complete control but requiring technical expertise, and Operator Connect striking a balance between functionality and ease of implementation. Organizations need to evaluate their technical capabilities, existing infrastructure, and specific requirements to choose the right approach.

33:45 Teams Contact Center Implementation Strategy

Microsoft Teams' native queue functionality provides a cost-effective solution for internal service desks and basic call distribution needs, offering essential features like team visibility and basic reporting. However, organizations requiring advanced features like omnichannel support or skills-based routing should consider Microsoft's three-tier contact center framework: Connect, Extend, and Unify. The tiered approach allows organizations to match their contact center needs with the appropriate level of integration and functionality.

42:02 Directory Services Optimization for Teams Voice

Proper directory service management is crucial for successful Teams voice deployment. Three key areas require attention: removing legacy Skype for Business attributes, updating user location information, and maintaining accurate number assignments. These elements directly impact user experience and system functionality, particularly in operator connect scenarios. IT leaders should conduct a thorough directory cleanup before migration to prevent service desk issues and ensure smooth implementation.
Episode Resources:

Alistair Pidd on LinkedIn
BCM One Website
Pure IP Website
Scott Kinka on LinkedIn
The Bridgecast on Apple Podcasts
The Bridgecast on Spotify
The Bridgecast on YouTube

The Bridgecast is handcrafted by our friends over at: fame.so

Why Fast Innovation Fails, and What Indi Young Says to Do Instead Jun 10, 2025

Show notes

In this episode of The Bridgecast, host Scott Kinka sits down with Indi Young, an Independent Qualitative Data Scientist, Coach, and Consultant. Together, they explore how deep listening and cognitive empathy can revolutionize enterprise technology decisions. Indi shares insights on moving beyond generic personas, embracing diverse thinking styles, and using qualitative data to serve all users better. Indi also shares her actionable frameworks, including the Mental Model Skyline, for designing systems that align with real user needs, offering a powerful alternative to fast but shallow innovation.
What you will learn:

How to move beyond the "average user" trap by designing for multiple thinking styles
The "Mental Model Skyline" framework for mapping solutions to diverse user needs
Why qualitative data patterns are as crucial as quantitative metrics
How to identify and support different thinking styles within your organization
The strategic advantage of understanding problem spaces before jumping to solutions
Why traditional personas fall short and how to use character-based frameworks instead
How to leverage AI to recognize and adapt to different thinking styles in system design
The practical application of cognitive empathy in technology implementation

Indi Young is a thought leader in product strategy and a pioneer in human-centered research. She specializes in exploring the problem space by deeply understanding people’s inner thinking and uncovering diverse thinking styles. Indi helps organizations move beyond assumptions to build more inclusive, user-aligned solutions through her groundbreaking work in cognitive empathy and qualitative data analysis. An author, speaker, and educator, she empowers practitioners to listen deeply, avoid bias, and use empathy as a strategic tool for meaningful innovation.
Episode Highlights:

05:51 Moving Beyond Solutions to Problem Space Research

Indi introduces the concept of problem space research as a crucial counterpoint to solution-focused thinking in technology implementation. The approach examines how different users mentally process and approach tasks, rather than forcing a single "best practice" workflow. Understanding these diverse thinking styles helps organizations identify friction points where solutions aren't serving all users effectively. Organizations can map different thinking styles within each business function to see which solutions support various approaches rather than trying to force everyone into one method. This framework helps IT leaders select and implement systems that work with, rather than against, their users' natural thought processes.

17:45 The Mental Model Skyline Framework for Technology Selection

The Mental Model Skyline provides a visual framework for mapping how different solutions support user thinking patterns and needs. This strategic tool looks like a city skyline where each "tower" represents patterns in how people mentally approach tasks, with solutions mapped underneath to show coverage. Leaders can use this to evaluate technology options by seeing which ones support their organization's most critical thinking patterns. The framework becomes more valuable over time as organizations layer in new data and options, creating a comprehensive view of user needs and solution fit. This approach helps IT leaders make more informed decisions about technology investments while considering long-term strategic impact.

24:31 Recognizing Different User Interaction Styles in System Design

Using CRM systems as an example, Indi illustrates how different users naturally approach the same task in various ways, from linear form completion to object-oriented navigation between screens. Rather than forcing standardization around metrics like minimizing clicks, IT leaders should recognize these varying interaction styles as valid approaches. When systems don't support a user's natural thinking style, they often create workarounds that introduce friction and inefficiency. Organizations can reduce resistance and improve adoption by understanding and accommodating different thinking styles during system selection and configuration.

30:44 Leveraging AI to Support Different Thinking Styles

Indi proposes training AI systems to recognize and adapt to different thinking styles rather than trying to force users into a single interaction model. While AI can't yet independently identify thinking styles, it can be taught to recognize patterns and adjust its interface and guidance accordingly. The key is providing AI with a framework of known thinking styles within specific business contexts, allowing it to match users to appropriate interaction models. This approach could help organizations create more inclusive systems that flex to meet users where they are, rather than forcing adaptation to a single UI paradigm. Episode Resources:

Indi Young on LinkedIn
IndiYoung Website
Scott Kinka on LinkedIn
The Bridgecast on Apple Podcasts
The Bridgecast on Spotify
The Bridgecast on YouTube

The Bridgecast is handcrafted by our friends over at: fame.so

Mark Tina on How Verizon is Powering SMBs with AI & Security May 27, 2025

Show notes

In this episode of The Bridgecast, host Scott Kinka sits down with Mark Tina, Head of Indirect Distribution at Verizon Business, about Verizon’s journey from telecom giant to tech solutions powerhouse. They discuss democratizing AI for small businesses, enhancing cybersecurity, and integrating tools like Microsoft Teams for seamless mobile communication. With practical tips for business leaders and insights from Mark’s 22-year career, this episode reveals how Verizon is helping companies thrive in an increasingly digital, hybrid work environment.
What you will learn:

Verizon’s evolution from "the phone company" to a full-service technology solutions provider
Why AI adoption among SMBs has doubled, and how to implement practical AI solutions for small businesses
The critical importance of employee cybersecurity training
How to rationalize post-pandemic communications investments
Why career longevity at major tech companies requires viewing positions as careers
How enterprise providers help customers balance security, connectivity, and collaboration needs in a hybrid work environment
The "Be Where Your Feet Are" principle for maintaining focus and presence in both business and personal life
How to leverage partnerships between major platforms like Microsoft Teams and carrier networks for seamless communication

Mark Tina is the Channel Chief and Vice President of Indirect Partner Sales at Verizon Business, leading national channel strategy and driving profitable growth with a sharp focus on customer experience. With nearly 25 years of sales and leadership experience, Mark oversees five key sales outlets and a team of 700+. He previously led a 1,000+ person B2B sales organization, accelerating SMB recovery through Verizon’s 5G and connectivity solutions. A co-creator of Verizon’s LEAD Together mentorship program, Mark holds an MBA from Iona College and serves as Executive Sponsor of VALOR, supporting Verizon’s military employee community.
Episode Highlights:

06:30 Verizon's Evolution from Phone Company to Technology Solutions Provider

Mark explains how Verizon has transformed from a traditional telecommunications provider into a comprehensive technology company delivering end-to-end services. This evolution reflects the changing needs of modern businesses seeking integrated solutions for connectivity, security, and digital transformation. The company now provides everything from broadband and mobility to cybersecurity and AI-powered business tools, addressing the full spectrum of enterprise technology requirements. Verizon's approach combines foundational network capabilities with advanced services like software-as-a-service solutions and comprehensive security offerings. For IT leaders, this transformation represents an opportunity to consolidate vendors while accessing cutting-edge capabilities through a trusted partner.

09:00 Democratizing AI for Small Business Success

Verizon's approach to AI implementation focuses on making enterprise-grade capabilities accessible to small and medium businesses. The company has developed practical AI applications like customer service automation and business intelligence tools that can be quickly deployed without extensive technical expertise. Their AI assistant for small businesses demonstrates how complex technology can be simplified for practical daily use, such as managing customer inquiries and operations. Verizon provides both the technology and the implementation support, helping businesses properly configure and maintain their AI solutions. This comprehensive approach enables smaller organizations to compete effectively using the same technological advantages as larger enterprises.

14:50 Comprehensive Cybersecurity Strategy

Verizon's cybersecurity approach combines employee training, technical solutions, and continuous monitoring to create a robust security posture. Their strategy includes regular phishing tests, security awareness training, and detailed reporting to identify and address vulnerabilities. The company leverages its network expertise to deliver integrated security solutions that protect infrastructure and endpoints. Through partnerships with companies like Accenture and their security research published in the DBIR, Verizon helps organizations stay ahead of evolving threats. This multi-layered approach ensures businesses can maintain strong security while adapting to changing work environments.

25:16 "Be Where Your Feet Are" Leadership Philosophy

This principle emphasizes the importance of full engagement and presence in both professional and personal contexts. Leaders can improve their effectiveness by focusing entirely on the current task or interaction rather than allowing distractions to divide their attention. This approach leads to better decision-making, stronger relationships, and more productive outcomes in all areas of life. The practice requires conscious effort but yields significant benefits regarding work quality and personal satisfaction. For technology leaders managing multiple priorities, this mindset helps maintain focus and drive better results.

Episode Resources:

Mark Tina on LinkedIn
Verizon Business Website
Scott Kinka on LinkedIn
The Bridgecast on Apple Podcasts
The Bridgecast on Spotify
The Bridgecast on YouTube

The Bridgecast is handcrafted by our friends over at: fame.so

From Video to CX: Shana Hafterson and Sean Fair on Zoom’s Next Evolution May 13, 2025

Show notes

What if you could transform your customer experience while leveraging the power of AI and video?
In this episode of The Bridgecast, host Scott Kinka and David McAbee sit down with Zoom’s CX team of Sean Fair and Shana Hafterson to explore Zoom’s transformation into a full-scale customer experience platform. They dive into how AI, video support, and unified communication tools are helping businesses cut resolution times by 50%, improve agent performance, and modernize contact centers. Get practical insights into the future of CX and what it takes to implement these technologies successfully.
What you will learn:

How Zoom's pivot from meetings to voice to CX reflects changing customer engagement needs
How video integration in customer support can reduce resolution times by up to 50%
How AI-powered agent assistance reduces training time while improving efficiency
How self-service capabilities are transforming customer support
Why companies are increasingly seeking unified UCaaS and CCaaS solutions
How Zoom's proven scalability and reliability translate to enterprise CX deployments
Generational preferences: self-service vs. human support
Why service partner expertise is crucial for successful CX implementations

Sean Fair is Head of CX Sales and GTM at Zoom, bringing over 25 years of experience in unified communications and contact center technology. Sean has previously held leadership positions at Mitel and ShoreTel and played a pivotal role in scaling Zoom's phone division to 7 million subscribers before leading their contact center initiatives. He specializes in talent acquisition and team development, having built successful leadership teams across Zoom's Phone and Contact Center divisions.
Shana Hafterson is Head of Americas CX Channel at Zoom, bringing extensive experience from previous roles at Five9 and other leading CX technology providers. She specializes in helping organizations bridge the gap between employee and customer experience through innovative technology solutions. Her expertise in channel development and understanding of CX market dynamics provides a valuable perspective on the evolution of customer service technology and implementation strategies.
Episode Resources:

Sean Fair on LinkedIn
Shana Hafterson on LinkedIn
Zoom Communication Website
Scott Kinka on LinkedIn
David McAbee on LinkedIn
The Bridgecast on Apple Podcasts
The Bridgecast on Spotify
The Bridgecast on YouTube

Previous Zoom episodes:

Previous episode with David McAbee:

The Business Process Outsourcing Model with David McAbee

Books mentioned in the episode:

The War of Art

The Bridgecast is handcrafted by our friends over at: fame.so

Leading with Love (and Logic) in the Age of AI: Insights from Tim Sanders Apr 29, 2025

Show notes

In this episode of The Bridgecast, host Scott Kinka sits down with Tim Sanders, AI Evangelist and VP of Research Insights at G2, to explore how leaders can approach AI as a human-first strategy rather than just a tech trend. From building organizational AI literacy to embracing optionality and leading with empathy, Tim shares a roadmap for thoughtful, effective AI adoption. If you’re a tech leader looking to innovate without losing the human touch, this conversation is your next must-listen.
What you will learn:

How to develop AI literacy across your organization
Why viewing business challenges as prediction problems unlocks AI's true potential
The "Optionality Framework" for making reversible strategic decisions in uncertain times
How to shift from managing inputs (hours worked) to measuring outcomes
Why focusing on workflows is the key to successful AI implementation
The 30% Rule for business leaders: master the economics and applications of AI
How to build trust in AI adoption
The critical balance between human relationships and leveraging AI capabilities
How to avoid the "get some AI" trap

Tim Sanders is the VP of Research Insights at G2 and an Executive Fellow at Harvard Business School, where he collaborates with the Digital Data Design Institute. A former Chief Solutions Officer at Yahoo, Tim is also a New York Times bestselling author of five books, including Love is the Killer App and Dealstorming. A sought-after keynote speaker, he specializes in leadership, AI, innovation, and digital transformation. Tim champions human-centered leadership rooted in knowledge, compassion, and connection. His mission: help leaders reimagine work, scale innovation, and lead with love. Learn more at timsanders.com.
Episode Resources:

Tim Sanders on LinkedIn
Tim Sanders Website
G2 Website
Scott Kinka on LinkedIn
The Bridgecast on Apple Podcasts
The Bridgecast on Spotify
The Bridgecast on YouTube

The Bridgecast is handcrafted by our friends over at: fame.so

Building a Smarter AI Enterprise Strategy: Live from NJ SIM Apr 15, 2025

Show notes

In this special live episode of The Bridgecast recorded at the NJ SIM (Society for Information Management) event, Scott Kinka moderates a panel of thought leaders to unpack enterprise-level AI adoption and challenges. The panel highlights real-world use cases in healthcare, insurance, and contact centers where AI is driving measurable efficiency, cost savings, and improved customerexperience. The panel featured:
· Gary Sorrentino, Global CIO of Zoom· Yalim Eristiren, Managing Director at SESTEK North America· Jim Marron, AI Sales Director at Talkdesk
Topics discussed in this episode:
· The hype vs. reality of AI trends, including generative AI, agentic AI, and predictive AI.· Significant concerns around use case readiness, data quality and AI governance. · The confusion around deploying AI before understanding the problem it should solve. · How many businesses are missing the foundation for meaningful ROI?
The growing need for trusted advisors, internal alignment with line-of-business leaders, AI literacy, and microlearning to upskill teams.
About Gary SorrentinoGary Sorrentino serves as Zoom’s Global CIO, after spending over two years as our Global Deputy CIO. A former Managing Director for J.P. Morgan Asset & Wealth Management, Gary was the Global Head of Client Cyber Awareness and Education.
For over 12 years, Gary was the Chief Technology Officer for J.P. Morgan AWM’s global technology infrastructure initiatives, where he managed its Data Privacy program and was responsible for Infrastructure, Application and End User Technology Production Support. In 2014, he assumed a new role as the lead for their Cybersecurity efforts and developed a firm wide “Protect the Client” Cyber program designed to raise cybersecurity awareness among employees and clients.
With almost 40 years of experience in Information Technology, Gary has served in various other IT leadership positions in firms across the financial services industry. Prior to joining J.P. Morgan in 2005, Gary was Head of Global Infrastructure and Head of Technology Efficiencies at Citi Private Bank, where he was responsible for Global Infrastructure Support and strategic technology initiatives. Other roles he has held include Global Technology CFO at Credit Suisse and North America IT Controller at UBS.
Contact GaryLinkedIn. https://www.linkedin.com/in/garysorrentino/ LinkedIn. https://www.linkedin.com/company/zoom/ Facebook. https://www.facebook.com/zoom/Insta. https://www.instagram.com/zoom/Twitter. https://x.com/Zoom
About Jim MarronJim is a Regional AI Sales Director based in Chicago, IL, with over 10 years in software and more than four years in the AI space. He specializes in helping enterprises adopt and scale conversational AI to improve customer engagement, operational efficiency, and business outcomes. With a deep understanding of AI-driven transformation, he works closely with technology leaders to navigate the evolving landscape of AI, automation, and digital innovation.
Contact JimLinkedIn. https://www.linkedin.com/in/jim-marron-sells-software/ Facebook. https://www.facebook.com/Talkdesk/ Insta. https://www.instagram.com/talkdesk/Web. https://www.talkdesk.com/
About Yalim EristirenYalim Eristiren has earned a reputation as a dynamic and accomplished business development leader with expertise in building strategies to deliver technology solutions and drive new revenue. His progressive experience has led to resounding success across his 25+ year career, including attainments and promotions with Intel and Siemens. Easily able to move from high-level planning to face-to-face relationship building, he ensures that companies and clients enjoy the best possible results.
Between 2018 and 2019, Yalim joined Vera Venture as a Member of Technology Investment Committee, where he orchestrated investment strategies and decisions for a burgeoning company. This involved building out an initial deal flow and screening startups in the areas of blockchain, AI, IoT, and Martech.
Earlier in his career, Yalim earned numerous promotions during a storied tenure with Intel (2005 – 2018), where he rose to the position of Country Lead (Turkey, 2017 – 2018). Using unique approaches and exceptional team leadership, he secured multimillion-dollar opportunities in a highly competitive industry. He was also selected to represent Intel at high-profile events around digital transformation, smart cities, and other emerging technologies as spokesperson and keynote speaker, leading to his reputation as a thought leader in the industry. Among his peers, Yalim is known for his high business acumen, innovative problem-solving, understanding of enterprise, telecom, cloud, education markets and ISVs, and tireless work ethic.
Bolstering these achievements are Yalim’s exemplary educational qualifications. These include an Executive Master of Business Administration from Bogazici University, and a Master of Science in Power Electronics (Electrical & Electronics Engineering) from METU.
In his free time, he enjoys playing guitar, scuba diving and hiking.
Contact YalimLinkedIn. https://www.linkedin.com/in/yalimeristiren/Web. https://www.sestek.com/ The Bridgecast is handcrafted by our friends over at: fame.so