Shows
The Tech Glow Up - Fabulous conversations with innovative minds.AI-driven Healthcare Transformation - Patty Hayward TalkdeskPatty Hayward is the General Manager of Healthcare and Life Sciences at Talkdesk, where she leads innovation at the intersection of AI, technology, and patient experience for healthcare organizations.Key TakeawaysDeep Personal Motivation: Patty’s passion for patient experience stems from her family’s struggle navigating complex healthcare for her mother. This drives her mission to simplify and humanize patient journeys.Transforming Contact Centers: Talkdesk is applying AI to rethink traditional healthcare contact centers. By integrating electronic health records, smart routing, and agent assist tools, they aim to ensure every pati...
2025-05-2337 min
Healthcare NOW RadioHealthcare for Humans: Healthcare's Cultural Crossroads w/ Patty Hayward, TalkdeskHost Raj Sundar explores the potential of centralized contact centers in healthcare with Patty Hayward, the general manager of healthcare and life sciences at Talkdesk. Drawing from her extensive experience and personal stories, such as her mother's medical journey, Patty illustrates the critical need for better communication and coordination within healthcare systems. They delve into how centralization, aided by AI and modern technology, could improve patient care by offering timely, personalized interactions and addressing unmet needs in diverse communities. They also tackle how a centralized approach can respect cultural nuances and enhance health education, breaking down barriers to access and...
2025-04-2734 min
CustomerlandReal-World AI in Retail: Talkdesk Leaders Reveal What Actually Works Beyond the HypeThe gap between AI hype and real-world implementation is creating both challenges and opportunities for retailers worldwide. Talkdesk executives Ed Durbin and Michael Klein pull back the curtain on what's actually happening in retail AI adoption, sharing candid insights from their conversations with retail leaders at NRF and beyond."We've spent millions on AI and we're still trying to get it to work," one retail vice president confessed to Ed during a recent conversation. This admission captures the frustration many retailers face as they attempt to transform customer experience with artificial intelligence while managing legacy systems, limited...
2025-04-1533 min
The Bold LoungeBonus Episode: Patty Hayward: Bold Ideas Transforming Care through TechSend us a textThis episode was taped live at the ViVE 2025 conference in Nashville, Tennessee. About This EpisodePatty Hayward, General Manager of Healthcare and Life Sciences at TalkDesk, shares how personalized AI communication in healthcare is becoming reality. In a groundbreaking partnership with Epic, TalkDesk is transforming healthcare contact centers from cost-driven call hubs into vital parts of the care team, integrating support directly into electronic health records and empowering agents to guide patients with empathy and precision. Hayward dives into this evolution and makes a compelling case for c...
2025-04-1527 min
The Podcast Weekly BriefMicrosoft Copilot Updates, Talkdesk AI Innovations, and Accounting Tech Lab HighlightsIn this episode of The Podcast Weekly Brief, Michelle begins with a welcome and introduction, followed by an overview of the week's top stories in the podcasting industry. The episode covers updates on Microsoft's Copilot, highlighting its advancements and implications. Michelle discusses Talkdesk's new AI innovations and key highlights from Enterprise Connect 2025. The Accounting Technology Lab Podcast is featured, focusing on family practice strategies and the evolving financial advisory landscape. The episode also includes insights and recommendations before wrapping up with closing remarks and a reminder to subscribe for future updates.
(0:00) Welcome and introduction
(0:15) Top stories overview
(0:47) Microsoft Copilot updates
(1:39...
2025-04-0606 min
The PeerSignal PodcastTalkDesk, Gong, and Cresta’s secret weapon: Russel Banzon’s CMO playbook. Enterprise marketing, differentiating with customer proof, bullseye account selection, and the 3 acts of growth.TalkDesk ($10B+), Gong ($7.25B+), and Cresta ($1.6B+) had a secret weapon.Russell Banzon.As CMO at Cresta (an AI unicorn), he's building an enterprise marketing machine that's powering incredible growth in a competitive market. And it’s built on a foundation of learnings he acquired at some of the most effective marketing organizations in tech.He shared this ‘unicorn-building GTM playbook’ with me on episode 2 of our PeerSignal Podcast. What you'll learn in our conversation:* How they close 7 figure deals by getting Fortune 500 executives to eat helium-filled sugar balloons....
2025-04-0350 min
Healthcare for HumansFrom Local Voice to Call Center: Healthcare's Cultural Crossroads w/ Patty Hayward (Talkdesk)We explore the potential of centralized contact centers in healthcare with Patty Hayward, the general manager of healthcare and life sciences at Talkdesk. Drawing from her extensive experience and personal stories, such as her mother's medical journey, Patty illustrates the critical need for better communication and coordination within healthcare systems. We delve into how centralization, aided by AI and modern technology, could improve patient care by offering timely, personalized interactions and addressing unmet needs in diverse communities. We also tackle how a centralized approach can respect cultural nuances and enhance health education, breaking down barriers to access and understanding.
2025-03-1835 min
AI News DailyJio Unites with Tech Giants, Google's Gemini Widgets Boost AI Access, Activision Faces Fan Backlash, Talkdesk Launches AI Agents in Healthcare, and more...(0:10): Jio Teams with AMD, Cisco, Nokia for Open-Source AI Telecom Platform Revolutionizing Network Security and Efficiency(2:11): Google's Gemini Widgets Enhance AI Accessibility on iOS, Outshining Siri's Capabilities(4:00): Activision Faces Fan Fury Over AI Ads for Fake Guitar Hero Mobile Game(5:39): Talkdesk Unveils AI Agents Revolutionizing Healthcare Operations at HIMSS 2025(7:51): Ethical AI in Crisis: Tech Giants Struggle Amid Layoffs, JPMorgan Leads with Dedicated Ethics TeamTo subscribe visit https://www.brief.news.For more updates in your inbox each morning visit www.brief.news.
Image credit: AckoDrive
2025-03-0410 min
Collin Cadmus PodcastWhat is Sales Development in 2025 w/ Justin Otley, VP Sales Development at TalkdeskHello and welcome back to the Collin Cadmus Podcast. Today I’m joined by Justin Otley.
Justin went to Radford University and then started his career as an SDR for Software AG where he stayed for over 10 years working his way up to Sr. Director of Sales Development, until landing his most recent and current position as VP of Global Sales Development at Talkdesk.
Sales Development is the most challenging and important aspect of any sales organization, so today’s episode is going to focus specifically on what it takes to be a great SDR...
2025-01-161h 19
Planetary Health First Mars Next, a Michael Mann production137 Contact Centers when done right make patient care way better with Patty Hayward, GM of Healthcare & Life Sciences with Talkdesk137 Contact Centers when done right make patient care way better with Patty Hayward, GM of Healthcare & Life Sciences with Talkdesk
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2024-12-1939 min
The Culture Coach#085 Your Culture is Alive with Shauna GeraghtySend us a textOur episode this week wraps up my interviews during my time at CultureCon in Las Vegas this past November. These were 4 great conversations with leaders who are making a difference in the culture space. My final guest from the event is Shauna Geraghty. Shauna is the Senior Vice President and Head of People and Talent at Talkdesk. As the first U.S. employee at Talkdesk, Shauna initially helped scale Talkdesk’s Marketing team, infrastructure, and activities from the ground up. In 2016 Shauna was tapped to build Talkdesk’s Talent Acquis...
2024-12-1813 min
The Employee Advocacy & Influence PodcastTalkdesk's Jordan Tenenbaum: Maximizing LinkedIn Engagement with Employee AdvocacyJoin Lewis Gray and Elliot Elsley as they chat with Jordan Tenenbaum, Head of Social Media at Talkdesk. In this episode, Jordan reveals the secrets behind Talkdesk's highly successful employee advocacy program and corporate social media strategy.Key Topics Discussed:Why LinkedIn is the go-to platform for employee advocacy and how you can elevate both your company’s brand and your personal brand.How employee advocacy can empower your team to amplify their brand visibility with real-life examples from Talkdesk.Innovative techniques for motivating employees to participate in their employee advocacy program an...
2024-12-1852 min
30 Minutes to President's Club | No-Nonsense Sales#375 - How To Avoid Competitors Undercutting Your Deals (Johnny Larson, Talkdesk)ACTIONABLE TAKEAWAYS
Know Competitors' Fiscal Periods: Be aware of when your competitors’ fiscal periods end to anticipate price drops and position yourself better.
Phased Approach: When price matters, propose only the essentials for day one to make your quote smaller and easier to accept.
Timeline Stack: Identify key timeline drivers, like contract end dates or business seasonality, to create urgency.
Turn Want into Why: During discovery, dig deeper to find the real business problem behind a customer’s desire for change.
JOHNNY'S PATH TO PRESIDENTS CLUB
Commercial Acco...
2024-10-2237 min
Empowered Patient PodcastLeveraging AI to Enhance Healthcare Contact Center Productivity and Patient Engagement with Patty Hayward Talkdesk TRANSCRIPTPatty Hayward, general manager for healthcare and life sciences at Talkdesk, talks about transforming the traditional call center into one that uses AI and large language models to make it easier for patients to get help and free up call center staff to focus on value-added tasks. The technology supports call center agents in their conversations with patients and helps avoid escalations. Outbound messaging prompts patients to take action, reinforcing conversations with call centers to improve patient outcomes. Patty explains, "Because AI has been around for a long time, we’ve had AI infused in our platform for...
2024-08-2700 minEmpowered Patient PodcastLeveraging AI to Enhance Healthcare Contact Center Productivity and Patient Engagement with Patty Hayward TalkdeskPatty Hayward, general manager for healthcare and life sciences at Talkdesk, talks about transforming the traditional call center into one that uses AI and large language models to make it easier for patients to get help and free up call center staff to focus on value-added tasks. The technology supports call center agents in their conversations with patients and helps avoid escalations. Outbound messaging prompts patients to take action, reinforcing conversations with call centers to improve patient outcomes. Patty explains, "Because AI has been around for a long time, we’ve had AI infused in our platform for...
2024-08-2717 min
Omni Talk RetailHow To Set Priorities For Retail CX Investment & Innovation With Talkdesk's Michael Klein | Ask An ExpertIn an era where customer loyalty is more critical than ever, retailers are shifting their focus from transactional efficiency to interactive engagement across channels, with generative AI spearheading much of the change.So Omni Talk is pleased to announce that Michael Klein, Talkdesk’s Director of Retail Product Marketing, joined Chris Walton and Anne Mezzenga for the latest installment of their Omni Talk Ask An Expert Series to explore the future of retail CX, and, specifically, how retailers should prioritize it and attack it head on.Collectively the three of them went deep on:Th...
2024-07-2329 min
The Bridgecast with Scott KinkaContact Center Integration with Talkdesk’s Rei KesaiYou’ve heard the old adage that everyone in business is in customer service or customer experience. Yet, legacy contact center software has been designed for one primary workflow — the customer service agent. This results in our approach to CX and customer expectations being out of alignment, meaning we need to focus more on contact center integration. On this episode of The Bridgecast, I talk to Rei Kesai, Senior Vice President of Product at Talkdesk. We discuss Rei’s background, his journey in the CX space, and how Talkdesk has evolved into a full-blown CCaaS platfor...
2024-07-229h 11
The Inventive PodcastEpisode 1: Effective RFP Responses and Navigating Content Management Challenges (Anthony Rossi, Proposal Director at Talkdesk)Join us for a discussion with Anthony Rossi (Proposal Director at Talkdesk) and Gaurav Nemade (Co-founder & CPO at Inventive AI) in the first of our Fireside Chat series! We go over the role of a proposal manager tips to writing an effective RFP response, navigating content management challenges, how AI will influence the proposal management space and more.
2024-04-3042 min
Why Did It Fail?Do You Understand Your Persona? With Justin Otley, VP of Global Sales Development at TalkdeskOn this episode of Beyond The Sales Floor, Morgan sits down with Justin Otley, VP of Global Sales Development at Talkdesk. If there’s one thing you should takeaway from this episode, is that the key to scaling your outbound model, doesn’t start with product messaging. Instead it starts with the persona. Plus, Justin shares how he’s been using ChatGPT to create a buyer matrix within different personas too! Tune in for all the insights.
2024-04-1025 min
Total Retail Tech InsightsTalkdesk Exec: 'Treat Contact Center Agents as Brand Ambassadors'In this episode of Total Retail Tech Insights, Editor-in-Chief Joe Keenan interviews Shannon Flanagan, vice president and general manager of retail and consumer goods at Talkdesk, a global cloud contact center leader for enterprises of all sizes. Listen in as Flanagan discusses her experience in the industry (0:45), her career journey to Talkdesk and the…
2024-04-0418 min
The Collective Voice of Health IT, A WEDI PodcastEpisode 139: Making Healthcare Synchronized, Personalized and Radically Convenient with Patty Hayward, TalkdeskMatthew chats with Patty Hayward, General Manager of Healthcare and Life Sciences at Talkdesk. The two discuss healthcare's current problem areas, how patient empowerment can help turn the tide and how AI can address call center challenges.
2024-02-0231 min
The Breakthrough Hiring Show: Recruiting and Talent Acquisition ConversationsEP 100: Best of: Shauna Geraghty, SVP & Global Head of People & Talent at Talkdesk. Masterclass: quality of hire, predictive algorithms, the magic number to measure success.We're thrilled to be celebrating one of our most popular episodes. This episode really captured the attention of our listeners, and we couldn't be happier to revisit it and share it with new listeners too!As the first U.S. employee at Talkdesk, Shauna initially helped scale Talkdesk’s Marketing team, infrastructure, and activities from the ground up. In 2016 she was tapped to build Talkdesk’s Talent Acquisition function and since then has helped to scale Talkdesk to over 1,500 employees in 20 countries globally and to achieve a $10B+ valuation. Shauna shares how her background in Marke...
2023-12-0548 min
Grow & TellCustomer Experience Teams: Gillian Heltai on building Lattice's CX programGillian Heltai, Chief Customer Officer at Lattice, shares her experience in building customer experience programs at Lattice, Talkdesk, and comScore.As Gillian puts it, she worked in customer success long before anyone called it customer success.Since then, she's helped build successful CX programs at comScore, Talkdesk, and now Lattice.On today's episode, Alex and Gillian discuss:Growing from entry-level analyst to Senior VP at comScoreGoing on a customer listening tour at Talkdesk to create a new onboarding program for upmarket customersJoining Lattice after its Series...
2023-09-1149 min
Dialed InTalkdesk Founder & CEO, Tiago Paiva | How Technology is Changing Contact Centers & AgentsGadi Shamia is joined by Talkdesk founder, Tiago Paiva, to discuss how technology is changing contact centers and customer service agents. Hear how the industry has changed since Talkdesk was founded in 2011.
2023-08-1736 min
Purple Splash#22 - The one where we find out that simplicity is the best investment you can make with Filipe CarvalhoWhen it comes to savings, a whole new world of tools such as podcasts, influencers, books, courses and more might frighten those who are not as into the topic as others, but what we learned with Filipe Carvalho, Director of Engineering, is that most times, simplicity is key.
2023-08-0915 minThe Breakthrough Hiring Show: Recruiting and Talent Acquisition ConversationsEP 100: Shauna Geraghty, SVP & Global Head of People & Talent at Talkdesk. Masterclass: quality of hire, predictive algorithms, the magic number to measure success.We are thrilled to announce that we are celebrating a monumental milestone: the 100th episode of our podcast! To commemorate this special occasion, we have invited a distinguished guest to join us for this celebratory episode! As the first U.S. employee at Talkdesk, Shauna initially helped scale Talkdesk’s Marketing team, infrastructure, and activities from the ground up. In 2016 she was tapped to build Talkdesk’s Talent Acquisition function and since then has helped to scale Talkdesk to over 1,500 employees in 20 countries globally and to achieve a $10B+ valuation. Shauna shares how her b...
2023-07-1148 min
The Bridgecast with Scott KinkaThe Intersection of Business Communication and Technology with Talkdesk’s Bill WelchOn this episode of The Bridge, I’m joined by Bill Welch, President and COO at Talkdesk. We’re talking about business communications and technology and how Talkdesk aims to transform the customer experience. Talkdesk is a global cloud contact center leader for enterprises of all sizes. Talkdesk CX Cloud and Industry Experience Clouds help enterprises deliver modern customer service their way. Our trusted, flexible, and innovative contact center platform leverages AI and automation to drive exceptional outcomes for their customers and improve the bottom line. During our conversation, we discuss technology, knowing your products and st...
2023-06-1911h 41
Passionate Pioneers with Mike BiselliPersonalizing Healthcare with Patty HaywardThis episode’s Community Champion Sponsor is Catalyst. To virtually tour Catalyst and claim your space on campus, or host an upcoming event: CLICK HERE---Episode Overview: During this episode, I spend time with Patty Hayward, GM of healthcare and life sciences at Talkdesk, as she shares her expertise in personalized patient experiences and the pivotal role of technology in achieving them. While together, Patty outlines how Talkdesk's cloud-based contact center technology revolutionizes patient care by seamlessly connecting communication channels and enhancing interactions. Additionally, Patty sheds light on Talkd...
2023-06-1233 minPurple Splash#21 What do you want to be when you grow up with Francisco Pinto LeiteWe are constantly changing. So deciding what you want to be when you are a completely different person might give you the opportunity of living different lives. Francisco Pinto Leite was a nurse. Now, he’s a Senior Product Manager at Talkdesk and joined us to tell all about his story.
2023-05-0516 minPurple Splash#20 - The great gig in... Talkdesk with José ValeOne thing we know: José Vale, software engineer, will lighten up your mood even if you don't want it! From Pink Floyd to the power of women and motherhood, from programming to philharmonic bands, join us for a new episode of good mood and friends.
2023-03-0916 min
Sit Down StartupTalkdesk & Cleverly Co-Founder: Cristina Fonseca - Product obsessed, 5-min rule & not being distracted by competitionCristina Fonseca, our very own VP of Product, knows a thing or two about being a founder. She has set up two companies specializing in CX: Talkdesk, back in 2011 (right after college!), which went on to raise over 250M USD; and Cleverly in 2017, now acquired by Zendesk. In this one-to-one with Adam, she shares her experience: Build trust. Stay present and proactively communicate with your customers. Be aware of the market. If there is more than one company offering the same product, that means the demand is there. Share your knowledge. Make sur...
2023-02-1518 min
SaaS Connect - SaaS Partnerships & SaaS LeadersTalkdesk Partner Strategy and Secrets of the Past, Present and FutureOn this episode, Walla Oriqat – Director at Talkdesk AppConnect* – shares the AppConnect partnership strategy, lessons learned and secrets of the past, present and future.
The AppConnect marketplace allows Talkdesk customer center customers and sellers to connect apps with Talkdesk.
Walla explains the 4 Ps of the AppConnect strategy core values, which are people, process, product and pipeline.
She delves into each of these in more detail and shares challenges and examples of how they embody these values, including what these values looked like in the past, what they look like today, and what the compa...
2023-02-0225 minPurple Splash#19 The heart of Amazonia with Ana FrancoWhen you decide to move to another country, food is one of the things your heart will miss the most. At least for our first guest of 2023, Ana Franco, Lead Product Designer, who joined us to talk about the best-kept secrets of the food from Amazonia.
2023-01-0416 minPurple Splash#18 - Collecting coins, songs and dreams with Miguel MonteiroThe premiere of Miguel Monteiro, Engineering Manager, as a DJ happened in our Hackathon. Months later, Miguel joined us to share curious facts about coins and collections, the truth behind little Portuguese villages, and the best-kept-song to make the whole dance floor move.
2022-12-0619 minPurple Splash#17 The story of how books almost got him stuck in France with Bruno SantosRumba and ballroom dancing, British parliamentary debates, biology, shopping malls, and endless love for books. Bruno Santos is a man with several passions and past lives. Now he is a software developer at Talkdesk and joined us to share the best-kept secrets on how to win an argument.
2022-11-0227 min
CX TodayCut Contact Center Costs and Improve CX with AICX Today's Charlie Mitchell hosts Alain Mowad, Director of Product Marketing at Talkdesk.In this session, we consider how contact centers can cut costs without sacrificing CX, discussing:How to lower demand and handling times with AIMore ways in which AI can lower contact center costsHow Talkdesk customers have benefited from AI implementationsTalkdesk's cost-cutting masterclasses
2022-10-3114 min
Leaders of Modern FinanceAdapting to New Environments with Nick Gerostathos, SVP, Chief Accounting Officer and Corporate Controller at Talkdesk, and Ben Murray, Founder of The SaaS CFOOn today’s episode, Ben Murray, Founder of The SaaS CFO, is joined by Nick Gerostathos, SVP, Chief Accounting Officer and Corporate Controller at Talkdesk, to discuss Nick’s career transitions and the lessons learned.For those seeking to move from one role or industry to another, Nick offers several important principles to keep in mind:- A CPA controller background is advantageous on the path to CFO.- Private business offers experience in building systems from scratch and public accounting offers experience in refining exist...
2022-10-2730 min
dot topics ➡️ APDCEP 9 – Tech Vision 2022 | The Unreal | Vanda Gonçalves (Accenture) e Pedro Andrade (Talkdesk)A aceleração da inteligência artificial está a construir um mundo irreal. Onde os dados sintéticos são usados para novos modelos, criando novas experiências e comportamentos. Como poderão as empresas utilizar a tecnologia para beneficiar e melhorar o mundo real? Não perca o debate entre Vanda Gonçalves, Cloud First Lead da Accenture Portugal, e Pedro Andrade, vice-presidente de Artificial Intelligence & Automations da Talkdesk, moderado por Sandra Fazenda Almeida, Diretora Executiva da APDC. Clique no link para fazer download do estudo https://www.accenture.com/pt-pt/insights/technology/technology-trends-2022
2022-10-2539 minCX TodayCut Contact Center Costs and Improve CX with AICX Today's Charlie Mitchell hosts Alain Mowad, Director of Product Marketing at Talkdesk.In this session, we consider how contact centers can cut costs without sacrificing CX, discussing:How to lower demand and handling times with AIMore ways in which AI can lower contact center costsHow Talkdesk customers have benefited from AI implementationsTalkdesk's cost-cutting masterclassesIf you're interested in registering for Talkdesk's cost-cutting masterclasses, visit:Thanks for watching, if you’d like more content like this, don’t forg...
2022-10-1314 minPurple Splash#16 - (A new) friend (from Minho) with a project with Rui Galvão BritoA podcast about a podcast. Rui is both an Associate Product Manager and the brain behind "Amigos com Projetos", a podcast about cool projects and friends. In this episode, two aspiring interviewers talk about motivation, passion for communication, traveling and the beauty of Minho region in Portugal.
2022-10-0421 minPurple Splash#15 Shakespeare, Brecht, Nelson Rodrigues, Ariano Suassuna. And now, Fabiano Paul.Creating relationships with characters while creating a deeper one with yourself. At Talkdesk, Fabiano Paul is a Senior Agile Coach, but, at heart, he has never stopped being an actor. Former performer and stage director, Fabiano walks us through his Brazilian roots and his passion for acting.
2022-09-0621 min
VUX WorldWhy do most chatbots fail? With Dawn Harpster, TalkdeskWith over a decade of experience designing conversational interfaces, Dawn Harpster is part of a rare breed. Currently Senior Conversation Architect at Talkdesk, Dawn joins me for a conversation about why most chatbots just aren't that good.What mistakes do conversation designers commonly make? What skills do conversation designers often lack? What are some of the common misconceptions that we have in the industry today? Does your digital assistant really need a personality? All will be revealed, plus top tips on how to do things right!Find out more about VUX @ VOICE22 presented...
2022-08-181h 01Purple Splash#14 - Love, freedom and bisexuality with Ícaro HeimigÍcaro Heimig is a software engineer who is here to talk about (probably) the two most important topics in the world: love and freedom. We've talked about how he identifies himself as a bisexual, how society has always seen him as "too gay to be straight" but wouldn't see him as part of the LGBT+ community. We talked about sexism and loneliness. We've also talked about friendship and love which is all that matters in the end
2022-08-0320 minPurple Splash#13 Alert Talkdesk Hackathon: behind the scenes with Tech RadarOnce upon a time Talkdesk was set up in a Hackathon, and ever since then, we get together annually to enjoy the most wonderful time of the year. In this episode, we've invited one of the teams to gossip about every little detail of the event! Ladies and gentlemen: meet Fernando Luz, Associate Eng Manager and the software engineers Luís Mestre, Marcos Duarte, João Batanete and Rogério Silva aka Tech Radar!
2022-07-0814 min
Retail Technology Spotlight SeriesSpotlight Series | Empowering The Contact Center With Talkdesk VP Shannon FlanaganIn the latest edition of the Omni Talk Retail Spotlight Series, Chris Walton and Anne Mezzenga sit down with Talkdesk’s VP Global Industry Strategy for Retail & Consumer Goods and fellow Top 100 Retail Influencer Shannon Flanagan.
2022-06-0635 min
Purple Splash#12 The bravery of a hero called Renato TarantelliIn this very special episode, Renato Tarantelli, Senior Engineering Manager, joined us to tell a story. A story of bravery, of humbleness that will remind you of how you should always make sure you’re the protagonist of your own story and that you should always make the best out of it.
2022-06-0118 minPurple Splash#11 Always look on the bright side of life with José MartinsIf you’re a pessimist, talking to José Martins, Engineering Manager, will make you rethink your life perspective. You may think this episode is about remote work, body language, lockdown, or even bonsais, but it is actually a true lesson on empathy and positivism.
2022-05-0226 min
Slice of Healthcare#237 - Patty Hayward, VP of Strategy at TalkdeskOur guest: Patty Hayward, VP of Strategy at TalkdeskIn this episode, we discussed:Her backgroundTalkDesk's role in healthcare How the pandemic and the acceleration of digital transformation in healthcare has it affected the relationship between payers and their membersHow technology, specifically AI, can help solidify the member experienceWhat some of the specific ways that payers are improving their customer service prowessThis episode was recorded in January 2022. Our sponsors for this episode are BlocHealth, Curation Health, ChenMed & MediTelecare.BlocHealth is building the eco...
2022-04-2511 minPurple Splash#10 Humans helping humans with Thene SheehyThene Sheehy, Director of Agile Operations, moved from the US to Portugal. A new chapter to enjoy life at its fullest, learning how to paint, planning the greatest retirement, and leveraging a new skill — life coaching.
2022-03-2821 min
Insightful Leaders2. Check your in-house data before answering business questions with David Gardner @ TalkdeskShow notes:Guest: David Gardner, VP - Research & Insights @ TalkdeskGet in touch with David: LinkedInDavid's recommended read:The Five Dysfunctions of a Team: A Leadership Fable
2022-03-2228 minPurple Splash#9 A goodfella called Chico with Francisco CarrolaPasta sauce and fried rice. Dogs and turtles. We bet you won’t find any emotionally warmer combination than food and pets today so waste no time and meet Francisco Carrola, Software Engineer, while he shares some of his best kept cooking and pet parenting secrets with us.
2022-03-0219 minPurple Splash#8 Boredom got a new best friend — and we're calling it creativity with Ricardo MestreTyler, the Creator sang about boredom and we had to meet Ricardo Mestre to understand its lyrics! In this episode, Ricardo, Principal Agile Coach, tells us all about how boredom makes his creativity boost, splitting his free time between playing music and his obsession with fragrances.
2022-01-2837 min
Brick & Mortar RebornPODCAST 74: Devon Mychal & Vikas BhambriIs the Great Resignation just a buzzword, or is it real? Either way, employees are quitting their jobs and looking for new roles. And research shows that workers who are engaged in their work and workplace can actually be more likely to outperform competitors. It’s time to start rethinking employee management and come up with new strategies for improving the employee experience.
Here to talk about this subject today is Vikas Bhambri, SVP, Sales & CX at Kustomer and Devon Mychal, Director of Product Marketing at Talkdesk. In their conversation today, they’ll be exploring ways for comp...
2022-01-1944 min
SaaS Connect - SaaS Partnerships & SaaS LeadersGetting Your Professional Services to Break EvenIn this episode of SaaS Connect by Cloud Software Association, Sandeep Srinivasan, Evangelism and Presales - Reseller Partners at Talkdesk at the time of the recording, but now Senior Product Manager - AI at Amazon Web Services, shares how Talkdesk got their PS (Professional Services) to break even.
Talkdesk specializes in delivering contact center software. When Sandeep joined the company in 2016, they only had 15 employees. Today, in 2021, they’ve grown to 1958 employees.
Talkdesk was named a visionary in the Gartner Magic Quadrant — the youngest company to ever show up in the Gartner Magic Quadrant, in the...
2022-01-1322 minPurple Splash#7 An advice for life with Gina WhittyPausing. Sometimes it is all we need to do to boost our energy and creativity. Gina Whitty, Senior Product Manager, welcomes 2022 with this (and others) truly important advice for life — brought by her family memories and natural skill for the arts.
2022-01-0419 minPurple Splash#6 This could be the story of a tuna on a couch with Carlos GomesBut it is a story of a young man traveling the world. Carlos Gomes, R&D Strategy&Operations Manager, has joined us to tell us some episodes of a former "Academic Tuna" musician who took a gap year to see all the life-changing experiences life has to offer.
2021-12-0219 minPurple Splash#5 Santa-Easy-Rider-Claus with José MendesIn Portugal, the holiday season is taken very seriously by some people. José Mendes, QA Specialist, who is anxiously waiting for the December 24th, shared with us all about his family and cultural traditions and revealed why his Christmas countdown starts in December 26th! Join us for our holiday special and have a happy new year!
2021-11-3027 min
Tuning In to The C-SuiteGreg Miller of Talkdesk Discusses How AI is Easing the Patient Experience in CareIn this week’s episode Briana Contreras, associate editor of Managed Healthcare Executive, met with Greg Miller, vice president of Industry Strategy, Healthcare and Life Sciences at Talkdesk. The two discussed that while virtual care has become a convenient tool in healthcare during the pandemic and has helped treat more patients, this form of care isn’t completely solving patient’s underlying issues. However, Miller shared how AI is helping ease the patient experience and improving care in this conversation.
2021-11-1719 minPurple Splash#4 From fighting fire to fighting bias with João FerrãoHow does the family we grow up in or our background influence our use of language? João Ferrão - Lead Product Designer and former volunteer firefighter - shares his vision on how to create a more respectful and loving environment for our customers and colleagues.
2021-10-2518 min
Detection at ScaleTalkdesk‘s Miguel Viana: Risk Management In a Cloud EnvironmentRisk management has shifted from a traditional mindset to an integrated view, where engagement of all departments across an enterprise is crucial to address threats properly.
In today's episode we sat down with Miguel Viana from Talkdesk to discuss how security teams provide guidance to identify vulnerabilities and how risk management processes evolve in a fast-paced growing team.
Topics discussed in this episode:
Miguel Viana's background in the security industry
How risk management evolves as company grows
Threat modeling in the risk management process
Typical security threats that worry Talkdesk the most
The importance o...
2021-10-1918 min
Purple Splash#3 Climbing the purpose of life with Pedro Coelho SilvaWhat are the major lessons sports can teach us? Pedro Coelho Silva, Senior Product Manager, joined us for an almost deep reflection on the purpose of life and launched a challenge to all our community.
2021-10-0415 min
Purple Splash#2 An army of girls in tech with Nare GasparyanHow did the Soviet Union influence a whole generation of women developing careers in tech? Nare Gasparyan, Engineering Director, and Armenian woman, brings her perspective to the second episode of the Purple Splash.
2021-10-0419 min
Purple Splash#1 Hymne-a-thon with Rodrigo GonçalvesYou may Rodrigo for his work as an Engineering Director Agent XP, but our first guest didn't join us to talk about any of it. Instead, we got to talk about trains, Talkdesk's love for Hackathons, and how his passion for music has brought us a brand new anthem for this Hackathon.
2021-10-0433 min
The Modern Customer PodcastThe One Thing Every Contact Center Bot NeedsIf you ask customers if they want to talk to a bot, most people would likely say no. For years, bots have gotten a bad rap for their nonsensical answers and inability to understand. But if you ask customers if they want to get correct answers quickly, they would likely all say yes. Modern bots are one of the best and most scalable ways to offer faster, correct service. According to Ben Rigby, VP, Global Head of Product & Engineering, Artificial Intelligence and Machine Learning at Talkdesk, it's all about reframing how customers think of bots and how co...
2021-09-0731 min
Enterprise LeadersWhat makes a great product leader with Charanya (CK) Kannan - ep. #4In this episode, we do a deep dive into the product role within a company - one of the most vital functions for any business. Arun Penmetsa, partner at Storm Ventures, interviews Charanya (CK) Kannan, chief product & engineering officer at TalkDesk. CK shares the lessons from her journey to where she is today - leading a team of more than 850 employees.
Talkdesk is a global “unicorn”, providing a better way for businesses and customers to engage with one another through its cloud contact center solution. Over 1,800 innovative companies around the world, including IBM, Acxiom, Trivago, and Fujitsu part...
2021-08-0733 min
The RaaP: Resourcive as a PodcastCCaaS Series: Patty Hayward of TalkdeskIn our CCaaS series, Nick and Kyle speak with a variety of players competing in the emerging contact center technology arena. In this episode, we are joined by Patty Hayward, Director of Healthcare Strategy at Talkdesk.
Resourcive is a leading consulting agency advising middle-market and enterprise clients on IT service procurement. Technology topics include: UCaaS, CCaaS, Cloud, Networking, SD-WAN, Security, SASE, MSPs/MSSPs, SaaS Licensing.
2021-06-2823 min
ALEPH - GLOBAL SCRUM TEAM - Agile Coaching. Agile Training and Digital Marketing CertificationsBest Call Recording SoftwareCall recording software is a useful tool for businesses and individual users alike.
From quality assurance to employee training, compliance, record-keeping, dispute resolution, and more, there are dozens of reasons why organizations can benefit from recording calls.
But there are so many different call recording solutions on the market today. It can be a challenge to find one that fits into your workday. You don’t want to have to re-do everything just to record calls.
#1 – Nextiva Review — The Best Call Recording for Massive Organizations
In a large company, a lot of different people need to use call recording for a lot...
2021-06-2607 min
Real Work From Home Jobs With ThressaTalkdesk is hiring AR/Collections Clerk to work from home!In this Podcast today, I will discuss the company Talkdesk! Listen to the podcast for details!
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2021-06-2502 min
The Orbit Shift PodcastS02E19: Startup hiring with Cristina Fonseca, Co-Founder & CEO at Cleverly.aiOur latest guest is the co-founder of Talkdesk, one of Portugal’s first unicorns. She is also a venture capitalist at Indico Capital Partners and was recognized in the Forbes “30 under 30” in 2016. Meet Cristina Fonseca, the Portuguese entrepreneur who is now looking to re-imagine customer experience in her latest startup Cleverly.ai.In the latest episode of The Orbit Shift Podcast, we talk to Cristina about her journey building her previous startup, Talkdesk. What she looks for in a startup as a venture capitalist with Indico Capital Partners and about all things hiring, including how she sets up pro...
2021-05-1829 min
GritCEO Cassidy Ventures, Brendon Cassidy: LinkedIn, Echosign + Talkdesk: Building Successful Startup Sales TeamsWhen it comes to building startups from the ground-up, Brendon Cassidy knows it all: Having held some of the first sales leadership roles at LinkedIn, Echosign, and Talkdesk, Brendon helped position each company for success. Now, Brendon consults startups on go-to-market operations as founder of his own consulting firm, Cassidy Ventures. On this episode of Go to Market Grit, Joubin and Brendon talk about what Brendon learned throughout his impressive career working at successful startups, as well as what Brendon looks for in new sales hires when building a te...
2021-04-2650 min
Modern Marketing Engine podcast hosted by Bernie BorgesMission-Driven Marketing and SalesThe pandemic hit just about every industry hard and many companies are still trying to recover. That’s why stories of B2B companies helping out others around them are so encouraging. And I’m excited to bring you one such story in this episode of the Modern Marketing Engine podcast. My guest is Kathie Johnson, CMO at Talkdesk, a cloud-based contact center, unified communications and artificial intelligence software provider. Customers use their contact center software to scale and improve their customer support experience. Traditionally, customer support was limited to call centers, which involved agents rece...
2021-02-2432 min
Pharmacy Podcast Show's tracksTechnology's Impact on Vaccine Administration | TalkDeskBackground: A big issue with vaccine distribution today is little consistency – some people are going to other states in order to get vaccinated faster, not to mention the inability to easily reach your pharmacy’s regular customers with information that’s important to them.Challenge: This presents challenges for pharmacies (as well as doctor’s offices and hospitals) as there are:Record call volumesPatient confusionMisinformationChallenges ensuring patients keep appointments for vaccinationsSolution: Technology solutions can offer easy:Voice mail, e-mail and texting of information to help eliminate confusionPro...
2021-02-1929 min
The European Startup ShowCristina Fonseca, VC at Indico Capital Partners, Co-Founder of Talkdesk on: How Product Development has Changed in the last 10 yearsOn becoming an entrepreneur and Talkdesk[1:15] - What were some people or events that influenced you in your early days before Talkdesk to become an entrepreneur?[4:04] - What was the hardest growth stage of Talkdesk and why?[6:57] - What advice would you give founders who are thinking of stepping down from something they started?Cleverly.ai[10:48] - On cleverly.ai - what does Cleverly.ai do?[11:48] - What is the gap in customer service management that Cleverly.ai is trying to solve?[16:42] - How has product development changed from your days at Talkdesk...
2020-11-1147 min
The European Startup ShowCristina Fonseca, VC at Indico Capital Partners, Co-Founder of Talkdesk on: How Product Development has Changed in the last 10 yearsI was so inspired by my guest today, Cristina Fonseca. Cristina was one of the founders of Talkdesk, a cloud-based help desk software that became Portugal's third "unicorn" after raising US$100M in series B funding at a valuation of over US$1 billion in October 2018. Then she went on to co-found the early stage Portuguese VC firm, Indico Capital Partners, and now is starting her next venture, an AI-driven platform for customer service agents. She talks about her childhood and what helped her be successful in her ventures and how developing products has changed since the time she built Talkdesk.
2020-11-1147 min
UC TodayUC Trends 2021 - Charanya Kannan, ‘CK’, Chief Product Officer, TalkdeskUC Today’s Rob Scott hosts Charanya Kannan, ‘CK’, Chief Product Officer, Talkdesk.
2020-10-2617 min
Real Perspectives PodcastDr. Shauna Geraghty, Head of People and Operations @ TalkdeskThe Registry and Transwestern extend their partnership in telling startup stories from across the Bay Area and their impact on the real estate market in the region. This is the first podcast where we sit with Jack Seymour to talk to one such startup and try to understand the impact of the economic shifts on its business.As the first U.S. employee at Talkdesk, Shauna Geraghty helped scale Talkdesk’s marketing team, infrastructure and activities from the ground-up. In 2016, she was tapped to build Talkdesk’s talent acquisition function and since then has helped scale Talkdesk to n...
2020-08-1224 min
cc: PodcastFunding the Next Generation of Portuguese Unicorns After Creating Talkdeskcc: growth journeys from emerging ecosystems to global markets.
Cristina Fonseca is the co-founder of Talkdesk, the unicorn help desk software company that raised $125M to date. Cristina then joined Indico Partners to fund the next generation of startups coming out of Portugal.
What’s in this episode?
1) Talkdesk’s journey starting with a startup competition
2) Challenges and advantages of international entrepreneurs in the US
3) Cristina’s focus on b2b
4) Sales tactics for international expansion
5) Evolution of the Portuguese ecosystem
You can reach...
2020-07-0227 min
Tech Deep DiveJim Tennant on Talkdesk’s Winning Formula: Scale Your Contact Center Smarter, Not HarderScaling a contact center shouldn’t feel like chaos. Yet, too many companies struggle with outdated tech, high agent turnover, and skyrocketing costs as they grow. Sound familiar?In this episode, Max Clark and Jim Tennant, Regional VP at Talkdesk, break down how businesses can scale smart, not hard. From cloud-driven agility to AI-powered automation, Jim shares Talkdesk’s blueprint for building a resilient, high-performing contact center that doesn’t buckle under pressure.If you’re tired of chasing quick fixes and want a real growth strategy, this episode is a must-listen. Hit play and future-p...
2020-05-2524 min
Crazy Until It's Not: Startups, Venture Capital & Big IdeasMy firstminute | Cristina Fonseca, Talkdesk, Indico Capital Partners | Fabrice Grinda, OLX, FJ Labs | Paul Forster, Indeed.comThree great marketplace unicorn founders turned investors were brought together in this episode of myfirstminute from May 2020: Cristina Fonseca (Talkdesk [$1bn private valuation] and Venture Partner at Indico Capital Partners)Fabrice Grinda (Co-founder & Co-CEO OLX [acquired by Naspers], Founding Partner FJ Labs)Paul Forster (Co-founder & former CEO Indeed.com [$1bn acquisition by Recruit])They discussed a variety of topics that are personal to them but also topics for anyone looking to start a business. These ranged from struggling with imposter syndrome as a founder, acquiring initial market share in...
2020-05-0851 min
Cloudlinx: The CX ExperienceEpisode 4: The CX Experience: TalkdeskHere we have a rather in-depth conversation that goes from technical to practical with the team of Jeff Kessler (Channel Executive) and Jason Lowe (Sr. Solution Architect) from Talkdesk. This conversation is very cool in that we discuss their AWS micro-services architecture and the capabilities it offers a contact center for security, compliance, scale etc. We also dive into their APP store and the integration capabilities that are available to you.
2020-04-1551 min
Renegade Marketers UniteHow Talkdesk Led the "Business Continuity" CurveIt's impossible to have business continuity during a crisis if your contact center software is only designed to run on-premises (on-prem for short) and your employees can't come into the office. This has become a serious issue for many companies in the recent weeks, because if your customers can't reach your service team, it stops business in its tracks and, ultimately, adversely affects your brand. That's why Talkdesk, a cloud-based contact center solution, made it their mission to bring on-prem operations home quickly so that businesses can continue thriving while protecting their employees. Their first of many...
2020-04-0325 min
Voices of Women in Venture 🌊Cristina Fonseca, VP @ Indico Capital, on scaling enterprise SaaS & the future of European VC Podcast: This Much I Know - The Seedcamp Podcast (LS 32 · TOP 5% what is this?)Episode: Cristina Fonseca, VP @ Indico Capital, on scaling enterprise SaaS & the future of European VCPub date: 2019-06-12Notes from Voices of Women in Venture 🌊:Cristina Fonseca, VP at Indico Capital and co-founder of Talkdesk, on scaling enterprise SaaS and the future of European VC (www.indicocapital.com)Get Podcast Transcript →powered by Listen411 - fast audio-to-text and summarizationOn this week’s episode of This Much I Know, we have Cristina Fonseca...
2020-03-0951 min
The Official SaaStr Podcast: SaaS | Founders | InvestorsSaaStr 271: Talkdesk SVP of Client Services Gillian Heltai on How to Build a CSM Team that Generates 130% Net RetentionGillian oversees Talkdesk's Customer Success and Technical Support teams, partnering closely with customers to achieve their CX vision. In this session Gillian will walk you through how to build a high performing CSM Team. Missed the session? Here’s what Gillian talks about: How to build a CSM team Avoiding the mistake of over defining the candidate profile How to divide responsibilities across roles If you would like to find out more about the show and the guests presented, you can follow us on Twitter here: Jason Lemkin SaaStr...
2019-10-0323 min
The Official SaaStr Podcast: SaaS | Founders | InvestorsSaaStr 271: Talkdesk SVP of Client Services Gillian Heltai on How to Build a CSM Team that Generates 130% Net RetentionTalkdesk SVP of Client Services Gillian Heltai oversees Talkdesk's Customer Success and Technical Support teams, partnering closely with customers to achieve their CX vision. In this session, Gillian will walk you through how to build a high performing CSM Team. Missed the session? Here's what Gillian talks about: How to build a CSM team Avoiding the mistake of over defining the candidate profile How to divide responsibilities across roles Find the video and full transcript on our blog. If you would like to find out more about the show and the g...
2019-10-0323 min
The Greenhouse Podcast: People-firstTalent Makers Studio: Shauna Geraghty, TalkDeskFrom scaling a marketing practice to scaling the entire TalkDesk team around the world, VP of Global Talent Shauna Geraghty shares her Talent Maker journey at software company TalkDesk. Discover the parallels between structured hiring and clinical psychology that Shauna applied to propel TalkDesk along a hyper-growth trajectory that traverses the globe across six offices. In each episode of Hiring for What's next – The Talent Makers Studio, we’re speaking with leaders from every part of the business to discover how they prioritize great hiring - and the impact it has on their organizations. We’re liv...
2019-10-0232 min