DevReady Podcast

DevReady Podcast E46 - Why Innovation Depends on Process Improvement with Yuriy Tyurin

On this episode of the DevReady Podcast, Andrew and Anthony have a conversation with Yuriy Tyurin, founder and senior consultant at ConceptAngle Consulting. Yuriy is an expert in automation and process improvement, which his firm, ConceptAngle, was founded to help businesses achieve.
A tried and true software developer, Yuriy made his way into automation and consulting when he realized he could apply his knowledge and experience to a wider set than just construction and army engineering.
Yuriy suggests that awareness is the first step to improving processes. “I don’t need to tell people what their problems are,” he says. You only need to ask more questions. Once someone in leadership becomes aware of a problem, they can then be more susceptible to discussions around process improvement.
Beyond asking questions of his clients, Yuriy urges founders and team members in leadership to question themselves. The only way to really grow and tackle innovation is to keep improving, which is the opposite of settling for “what we’ve always done.” The businesses that fail to recognize this—that fail to see how to address their own problems and innovate in a breakneck world—will ultimately not be successful. ConceptAngle wants to empower businesses to improve their processes and keep a knife’s edge on the competition.
Topics Covered:
● The language barrier Yuriy encountered as a Russian living in Australia.
● Software is merely a tool, and it should be treated as such.
● Purpose is the only intrinsic motivator that can drive people.
● The importance of meaningful impact.
● The value that people bring to business.
● Coaching, coaching, coaching.
● Process improvement through problem solving.
● Questions matter--that’s where innovation happens.
● The danger of building “solutions” that have no problems.
● Why you need to diversify your organization’s knowledge store.
● Keep asking “why” to get a better handle on value.
Key Quotes
❏ “When you come from a management position, it’s very difficult to get back.” (7:20)
❏ “Software by itself doesn’t improve anything.” (9:40)
❏ “Technology is a multiplier. If there are problems in the organization, technology will only multiply them.” (11:00)
❏ “Money is a good goal, but it cannot be a purpose.” (13:30)
❏ “Every activity contributes to something meaningful.” (17:45)
❏ “We’re not human doings, we’re human beings.” (21:00)
❏ “Ideating on a new technology is where innovation sits.” (25:00)
❏ “You cannot deliberately solve a problem you don’t know about.” (26:00)
❏ “We should be questioning the way we operate.” (30:00)
❏ “You need to be adding value.” (32:30)
❏ “If you’re not making a profit, you can’t help your next customer.” (35:15)

DevReady Podcast E45 - Leveraging Data, Optimizing for Sustainability with Blue IoT with Bob Sharon

On this episode of the DevReady Podcast, Andrew and Anthony talk to Bob Sharon about his journey to building an ambitious cloud-based platform for the management of smart buildings and the built environment. Blue IoT’s globally recognized suite of products and services reduces energy and maintenance costs while increasing human comfort, safety and productivity.
Bob traces a long and varied IT career that has culminated in Blue IoT -- a transformational start-up driven by his passion, vision and the remarkable team he has assembled. He shares both the personal and entrepreneurial challenges he has encountered, from early setbacks to fostering a healthy team culture to understanding client needs to adapting evolving technologies within a burgeoning new space.
Blue IoT has developed a range of leading edge technologies, platforms and sensors of all descriptions combined with data analytics and interpretation, machine learning and AI. The company is driven by Bob’s hunger for excellence, commitment to making a difference and progressing towards a more sustainable future. In this far-ranging conversation, he describes the path, the people and the values that have fueled his company’s rapid growth.
Enjoy a deep dive into how Blue IoT is pioneering the reduction of risk, carbon footprint, energy, maintenance and operations costs for a multitude of built environments – offices and malls, governmental and university buildings – that impact individual lives and the planet every day.
Topics Covered:
Bob shares his tech background and personal history with entrepreneurial trial and error.
There’s no failure – unless you fail to embrace and grow from lessons learned.
Start-up success depends upon putting together a strong, cohesive, collaborative team.
How Blue IoT evolved to become the world’s first building management platform.
Bob details some of the nuts and bolts of Blue IoT’s suite of service offerings.
Covid19 as an opportunity for Blue IoT to help facilities mitigate risk with bleeding-edge monitoring and environmental management techniques.
Developing client interfaces and customization.
Answering client questions related to Cloud resiliency and redundancy.
How Bob has leveraged seed capital to organically grow his business structure, including staffing, marketing and employee retention.
Outsourcing: pitfalls and process.
How Blue IoT team members break down in terms of R&D and technical delivery.
Pointers for establishing and guiding an advisory team and eventual board.
What drives Bob. Hint: Passion is a primary ingredient.
Advice from Bob to his younger entrepreneurial self. Hint: Tenacity is key.
Key Quotes
“Data centers are the homes of the world’s data and the amount of energy they consume is the same as aviation (prior to Covid19), so a massive carbon footprint.” (1:38)
“I made a lot of mistakes. I took a lot of things for granted. Didn’t consult. Thought I knew when I knew nothing.” (3:55)
“One day I’m going to write a book: ‘100 Ways How NOT to Run a Business’ ” (3:48)
“What’s most important is that (employees) are psychologically invested, because we don’t want people who just come to work 9 to 5.” (7:01)
“In the end what happened was something so much better in that we ended up inventing the world’s first IoT cloud-based building management platform.” (10:28)
“We’re the square pegs in the round holes; the crazy ones doing crazy, bleeding edge things like deliver amazing outcomes.” (15:25)
“We’re getting under three years to ROI, not counting the savings on unplanned maintenance and staffing and resources.” (22:50)
“What happens if there’s a disconnect from the cloud? How is the building going to keep going… It’s a common question from clients.” (24:19)
“There’s no impediment to continuous improvement, continuous optimization, because we’re continuously using our machine learning and will soon be using artificial intelligence.” (26:10)

DevReady Podcast E44 - Communities, Data, and Change-ActiveXchange with Alex Burrows

On this episode of the DevReady Podcast, Andrew and Anthony talk to Alex Burrows, founder and CEO of ActiveXchange, a community sports organization that helps people with leisure management. He works with national and international sports organizations to help community outreach with fitness and activity programs.
ActiveXchange partners with a swimming program in Australia. Their partnership allows them to show the local governments the social value that these fitness programs actually have, which can in turn further their financing and sponsorship.
Alex discusses his journey toward developing this kind of software and why it matters to him. The most significant impact that Alex would like to see ActiveXchange accomplish is connecting health fitness programs to the 100 million Australians who need it. ActiveXchange gathers user data that partners can then use to tailor programs and access support from their local government and civic organizations. Ultimately, ActiveXchange seeks to make it easier for more people to get and stay healthy by using smart tech. Alex believes this can only be done with the right team: make your critical hires early and keep those people onboard. It will be so much easier to carry out big visions for your company if you’ve got the right people to deliver them.
Topics Covered:
● Security and operations.
● Leisure markets.
● Integrating fitness systems into the community.
● Focus as a challenge: understand what to do with huge pools of data.
● The value that AI and machine learning adds to massive data sets.
● The benefits of creating a “sticky network.”
● Getting the first hires right is vital.
● Questioning your thinking is hard to do, but it opens up different opportunities.
● The obesity problem in Australia.
● Creating industry partnerships to build healthier, more active communities.
● Improving data processing for gyms.
Key Quotes:
❏ “You are doing a favor to that system provider by giving them fitness usage data.” (12:20)
❏ “How can I best support my franchisee?” (15:40)
❏ “We are trying to positively influence 10 million people on a rolling basis—how they’re active, how they’re healthy—through offering sporting and leisure opportunities.” (17:45)
❏ “It’s important to have a really clear purpose.” (19:00)
❏ “It’s about keeping as flexible [as you can] as long as possible.” (22:15)
❏ “A lot of the time, organizations just want to be connected around more data.” (25:00)
❏ “Hire people that have a passion for the area you’re working—it means they’ll go the extra mile.” (31:30)
❏ “Just having a chat with someone outside your box can open up different ideas.” (34:20)
❏ “Software can be challenging right out of the box.” (37:10)
❏ “A third of leisure centers are at risk in Australia.” (43:30)
❏ “We need a good team to deliver any outcome.” (53:05)
❏ “Maybe don’t jump at every opportunity—you need a plan.” (57:45)
❏ “Sometimes life happens for us.” (59:00)
Contact Alex:
● Connect with Alex on LinkedIn
● www.activexchange.org
● Email Alex: alex@activexchange.org

DevReady Podcast E43 - Leading Sales by Guiding the Customer with Peter Strohkorb

On this episode of the DevReady Podcast, Andrew and Anthony talk to Peter Strohkorb about changing the thinking around sales, client engagement, and b2b marketing.
Peter shares his experiences in sales and talks about how the methods of thinking about sales need to change. Even though the bottom line will ultimately be “top of mind” when it comes to growth, there are other metrics that can measure the success of the sales team, and companies should be using them.
Among those assets are engagement. Peter explains that engaging your client on a personal level—figuring out how they think, and what their problems are—can ultimately guarantee you more work. The reason is that your client will see your value proposition. If you and your sales team haven’t worked through what value you can actually bring to your clients, then you’re not going to get very far.
But most important is probably that you understand what your clients’ problems are, that you understand what solutions they’re talking about. You need to put in the work to understand how you can deliver value to the client and get them to trust you on that. Best case scenario, they accept the proposal, you deliver on time, and they say something good about you to a partner. Referral work is the best work, after all, because their guard is already down. Demonstrate that you have a proven sales model, and give the customer a good experience in the beginning, middle, and end.
Topics Covered:
● The reward-oriented structure of sales needs to change.
● We need to rethink selling.
● Shifting the psychology of hitting monthly targets.
● Quality of interactions vs. the quantity of sales.
● You need a proven, structured sales process.
● Why you need a good sales tagline.
● You need to be able to articulate the value that you bring.
● How do you engage the client?
● Shape your conversation around who your point of contact is.
● Talk about how you can avoid risk.
● Creating value for our customers.
● OneTeam and “Smarketing.”
● Give the customer a good experience at all points.
● Referral business is the best kind of business.
Key Quotes:
❏ “When something goes right, people take the credit, but when something goes wrong, they blame others.” (1:58)
❏ “It’s a push conversation that becomes a pressure conversation.” (4:25)
❏ “We need to help our customers make an informed decision to buy from us.” (6:45)
❏ “Every organization needs growth, but we can change how we monitor sales achievements.” (11:00)
❏ “The biggest value we can create is when we’re working with our customers one-on-one.” (15:00)
❏ “You want a tagline that means something to your customer.” (19:45)
❏ “You want a tagline that’s about an experience they can reasonably expect from your business.” (20:30)
❏ “In this day and age, values are not enough. You have to have values, but you have to bring value as well.” (23:50)
❏ “Challenging their thinking can create a conversation that feels sales-y.” (26:35)
❏ “B2b sales is a long, drawn-out process in many cases.” (31:00)
❏ “You don’t avoid the question of risk by showing that other people trust you.” (35:45)
❏ “Once you send a proposal through, you’ve lost control of the sale.” (38:00)
❏ “The worst thing you can do is just send the proposal.” (40:40)
❏ “You want your client to feel like they’re being looked after.” (47:15)
❏ “You don’t want to help them and have them go somewhere else.” (49:40)

DevReady Podcast E42 - Mentorship Network at Ylemer with Islam Abdullah

On this episode of the DevReady Podcast, Andrew and Anthony interview Islam Abdullah, CEO and founder of Ylemer—a company that connects entrepreneurs to mentors, which ultimately helps them to grow their community and their business.
Islam talks to the hosts about how technology is a tool but that you need a vision for growth. Oftentimes, we are lacking in direction with regard to that vision. What Ylemer does is set up entrepreneurs with mentors to help them fine-tune and adjust their processes for growth. This is rooted in the idea that we need to lean on the experience of others to make the right choices. And the guidance of a deep network of mentors is invaluable.
A key takeaway of this episode is that no one really knows what the next right move is. And a lot of time, that indecision can actually cripple your progress. What Andrew offers is this idea that decisiveness is the true virtue. You would be better to make the wrong choice and learn from it than to idle in indecision for too long. Islam is also aware of this and builds it into the brand at Ylemer. Taking small actions, building the trust of your clients, and leaning on the counsel of those with more experience can help you to make decisions quickly while offering the tools to help analyze and apply those lessons learned.
Topics Covered:
● Investing in blockchain.
● C-chat in Windows 98.
● Cryptocurrency and entrepreneurship.
● Producing something to be able to attract attention and investment.
● Empowering entrepreneurship to drive impact.
● The concept of the “purpose mountain.”
● Leaning on the experience of others and asking the right questions.
● Filter out what is not adding value to your path.
● Little actions make huge differences.
Key Quotes:
❏ “We have intelligence and we waste it living paycheck to paycheck.” (7:00)
❏ “What is really the vision that you want to do?” (8:30)
❏ “Facebook and Twitter changed the way we have conversations.” (12:20)
❏ “Everyone has their own story...advice doesn’t across the board.:” (18:45)
❏ “Technology allows you to scale and automate.” (22:00)
❏ “No process is set in stone.” (24:13)
❏ “Purpose doesn’t have to be overly complex.” (29:06)
❏ “Businesses have to realize that they are in discovery every single day.” (32:20)
❏ “Working with someone to guide you is very important—what is the road ahead?” (38:00)
❏ “You have no idea where you will be after you take the next step.” (39:20)
❏ “Entrepreneurship is about your mindset and personal growth.” (42:20)
❏ “Knowledge is easily obtained, but action is the key.” (47:45)
❏ “Make decisions fast.” (52:00)

DevReady Podcast E41 - Dealing with Change with Sanne Del

On this episode of the DevReady Podcast, Andrew and Anthony sit down and talk to Sanne Del, national operations and quality manager at Six Degrees Recruiting. Sanne Del discusses her daily life as an operations manager and how she uses data analysis to drive her company forward.
One of the most difficult problems in operations and data is dealing with change. Sanne shares how she uses her skills as a people person and as a manager to help her team deal with changes as they are rolled out, whether in company-wide infrastructure or in the small details of user interface. She is dedicated to helping everyone on her team to accomplish their tasks more efficiently and with fewer hiccoughs.
A key takeaway of this episode is that companies really do have the power to drive change with thoughtful data analysis. It’s not as simple as just looking at a bunch of collected data and hoping the solutions will come to you. You need sharp people on your team who can analyze data and provide meaningful insights, whether internally or to a client. And with these kinds of tools in your camp, you should be able to weather any changes your company faces. It’s up to, people in leadership, to guide your team through changes and mitigate loss and fatigue. These are the signs of the best teams in the world.
Topics Covered:
● Digital transformation
● Operations of a recruiting firm.
● Data analysis for operations optimization.
● Integrating with LinkedIn.
● The challenges in migrating to new systems in operation.
● Identifying problems areas and breaking down solutions.
● Change management and dealing with challenges.
● Working with integrated systems.
● Interface as a barrier to user functionality.
● Continuous learning and puzzles in operations management.
● Delivering meaningful data analysis to your team or client.
● Data without insights is useless.
Key Quotes:
❏ “We track internal and applications.” (02:25)
❏ “I make sure the information is clear and where we need it.” (04:45)
❏ “Our focus is on simplifying our systems now.” (07:10)
❏ “It’s really hard to understand what you need to do and how you need to do it.” (10:45)
❏ “Technology is an enabler; it is not a solution.” (14:22)
❏ “There’s no such thing as a perfect plan.” (18:30)
❏ “If you see a change, and it doesn’t stop you from being able to do your work, then just roll with it.” (19:20)
❏ “Things change, but you can still figure it out.” (21:00)
❏ “Sometimes systems just need tweaking so they’ll talk to each other.” (23:20)
❏ “People use only 10% of the functionality of MS Word.” (32:30)
❏ “Automation allows us to find problems more quickly.” (36:40)
❏ “If you’re not working in the technology space, sometimes it’s really lonely.” (44:30)
❏ “[In data analysis] if you don’t go in with a specific goal, it’s really difficult to find.” (46:45)
❏ “90% of the world’s data was created in the last two years.” (48:36)
❏ “Doing it for technology’s sake is the wrong reason.” (51:30)
https://www.linkedin.com/in/sannegr/

DevReady Podcast E40 - Preventing Worksite Accidents with Machine Learning with Nathan Kirchner

On this episode of the DevReady Podcast, Andrew and Anthony talk to Nathan Kirchner, founder and CTO of Presien, an AI company providing solutions for heavy machines.
Nathan describes the process of working with heavy machinery and seeing otherwise preventable accidents. After spending some time designing his ideas, he presented the solution to VCs who saw its value. Nathan’s vision allows for engineers to build artificial intelligence platforms that give heavy machinery a sense of situational awareness. This awareness can help reduce accidents by sensing blind spots and workers in the way of heavy equipment. Nathan’s company Presien currently develops this platform.
In the episode, Nathan also explains how his concept came to life, how he built his dream team, and how he applied certain takeaways from his time in Silicon Valley. Nathan’s favorite catchphrase he picked up from Silicon Valley: “There are a thousand engineers who are 100% right, but unfortunately, there are 7 billion other people who don’t care.”
Topics Covered:
● Situational awareness in machines.
● Preventing machine-related accidents.
● The hardware and software used in machine situational awareness.
● Founding a tech business without a tech background.
● Picking up the resilience of Silicon Valley.
● You need to get your organization to see the value of your idea.
● Lessons learned in Silicon Valley.
● Structuring your business in the beginning.
● VCs want you to be coachable.
● Develop an MVP with real value and the rest is momentum.
● Talk to customers like they’re real people.
● You can improve the product by learning about the customer.
● Solve a problem, don’t build a product.
Key Quotes:
❏ “It’s all about the machine-person interaction.” (2:40)
❏ “Some 65% of those accidents are related to working with machines.” (4:35)
❏ “If I provide the information, I’ve already got the best control of the machine.” (7:49)
❏ “In the consumer space...you expect it to work, and you don’t care how it does it.” (12:20)
❏ “They have a fear that they [the company] will take it or ignore it.” (17:50)
❏ “It’s better to have a small slice of the pie than no pie at all.” (18:45)
❏ “You’re there to build efficiency, not create a product.” (21:10)
❏ “We had a product, we had traction, and we had some ability to generate revenue out of it.” (24:15)
❏ “If you can demonstrate that you’ve solved a real need, that’s enough to buy you the time for the rest of the things to happen.” (26:40)
❏ “Don’t try so hard...and listen!” (34:40)
Contact Nathan:
● LinkedIn
● www.presien.com

DevReady Podcast E39 - Contracting & Startups with Rafael Kaluri

On this episode of the DevReady Podcast, Andrew and Anthony talk to Rafael Kaluri, founder of NextContract, a digital platform that connects businesses to their next technology contractors. Raf has had a variety of roles in tech contracting in different industries, from business analyst to product development and helping to institute organizational change. Tech contractors are often hired to know, understand, and find problems that you can actually solve.
The positives in contracting include exposure and being able to connect with a multitude of stakeholders across an organization or an industry. There is a network-building benefit to contracting. And the networks grow deeper with more work. Be in the know, stay motivated, and look and create for more opportunities.
The mission of NextContract is to ensure that contractors are employed and are able to go between contracts with minimal downtime.
The three tips from Raf:
1. If you have an idea, validate it.
2. Understand the partners you’re going to select to work with.
3. You are an investor building in your platform, so you need to understand how you’re going to get it to market.
Topics Covered:
● Tech contractors.
● Culture and accepting organizational change.
● The benefits of networking.
● Rewards and challenges of contracting.
● You need to have unparalleled growth on your profitability.
● The importance of branding for your own success.
● You might move between organizations fairly quickly as a contractor.
● Spending time with users and a high degree of planning.
● Brainstorming!
● Struggles in determining the cost of your product.
● Preparing to engage with potential clients and organizations.
● Designing based on use cases.
● Project managing in the software space.
Key Quotes:
❏ “When we try to challenge what has been socially accepted, it doesn’t sit well with those that have been in the business for a long time.” (5:45)
❏ “Being small is an opportunity when you’re innovating.” (8:35)
❏ “You’re delivering an outcome and you’re selling yourself on the next outcome.” (15:00)
❏ “You are your own brand, and you need to build that with intention and purpose.” (15:45)
❏ “It is, predominantly, being in the know and keeping those doors open.” (19:30)
❏ “You’re not applying for a job; you’re applying for an opportunity to deliver an outcome.” (25:10)
❏ “The saying goes something like: we spend three years in planning and one year in building.” (30:10)
❏ “You might get one shot to showcase your platform to the users.” (32:45)
❏ “People are generally open and honest [when critiquing design].” (45:00)
❏ “You already know the solution if there is a problem.” (46:20)
❏ “It’s not just the idea, it’s how you’re going to monetize it.” (56:00)
Contact Rafael:
● LinkedIn
● https://www.nextcontract.com.au
● Email Raf at: raf.kaluri@gmail.com

DevReady Podcast E38 - Using Navy Principles in a Startup with Kurt Alexander

On this episode of the DevReady Podcast, Andrew and Anthony talk to Kurt Alexander, founder of Quick Safety, a company dedicated to making electrical regulatory compliance easy.
Born and raised in Wyoming, Kurt describes a childhood that fostered his analytical nature. A Navy veteran, he worked on nuclear submarines while he was in the service. Working in sonar, he learned a lot about electrical engineering before launching careers in consulting, furniture, retail, and eventually the tech space.
Over the course of the episode, Kurt tells the story of Quick Safety and how it has revolutionized the electrical industry in Australia. Beyond just explaining the mechanics and the need for Quick Safety’s digital electrical tests, Kurt offers advice to startups on how to stay focused, why you have to hunt for opportunity, and why you need to empower your business first.
A main takeaway is that you need to know your customers. They have to understand the value of your product. Quick Safety is an electrical regulation compliance company that streamlines the testing process so electricians can determine the safety of systems more quickly, efficiently, and reliably. This all helps the homeowner and asset owner to avoid potentially life-threatening electrical situations.
Topics Covered:
● Kurt’s time in the military during the Cold War.
● The issues that the electrical industry faces.
● The 8 tests that electrical regulators have to conduct on new dwellings.
● You have to actually seek out opportunity; it doesn’t just come to you.
● Founders have an opportunity to connect and make things happen online.
● The difference between incubators and accelerators.
● Quick Safety validates the test information.
● Quick Safety’s tech makes electrical tests easier and protects electricians and homeowners.
● You have to attribute the cost of your product back to the asset.
● People get a little too focused and fixed on the product.
● Data dumping to get the support of tech companies.
● Ensuring all your processes are correct to drive revenue and empower your business.
● People are happy to share, but you can lead the conversation, too.
● The effectiveness of “small teams” and load sharing.
Key Quotes:
❏ “89 days was the longest that we stayed submerged.” (6:32)
❏ “I made the mistake of spending too much time in the business instead of on the business.” (15:00)
❏ “My time on the forklift gave me a chance to think—what do I really want to do?” (19:01)
❏ “The retail industry is more consumer-focused.” (24:15)
❏ “You have to put yourself out there and you have to network.” (36:10)
❏ “Most of the electricians prior to Quick Safety were doing all the math in their heads.” (46:50)
❏ “The real target customer is the asset owner.” (51:05)
❏ “If you’re going to be pushing your product, you have to make it as easy as possible for a customer to come on and off of that system.” (56:25)
❏ “Your vision and product should be developing all the time.” (1:00:10)
❏ “You only have to develop the nucleus of your company once.” (1:10:31)
❏ “You want to get from conception to revenue as quick as you can.” (1:11:05)
❏ “The real drivers in the team are those that will take responsibility.” (1:21:45)
Social Media Clips:
1. Kurt’s career experience leading up to Quick Safety. (14:00 - 16:00)
2. What the state electrical regulators actually do. (27:20 - 28:51)
3. Incubators and accelerators. (38:40 - 40:31)
4. Founders and their relationships with tech companies. (1:03:50 - 1:06:45)
Contact Kurt:
● Find Kurt on LinkedIn: https://www.linkedin.com/in/kurtalexander/?originalSubdomain=au
● www.quicksafety.com.au

DevReady Podcast E37 - Growing Your Business with CX with Brendan Tremble

On this episode of the DevReady Podcast, Andrew and Anthony talk to Brendan Tremble, founder and director of CX consulting at FT Executive. Brendan explains the concept of CX and how it relates to growing your business and customer base. Brendan also shares some of the things startups should expect when structuring their culture, processes, and products around the values that are informed by best customer experience. Brendan leads one of the top consulting firms in Australia.
Topics Covered:
● CX (Customer Experience) Consulting.
● Working with startups.
● The core competencies of customer experience.
● Culture as a driver of customer satisfaction.
● How do you measure customer focus?
● Avoiding transactional relationships in your customer base.
● Attracting and keeping customers with CX-based values.
● Understanding the different life cycles of the customer.
● Collecting data to improve customer processes.
● You need to know WHO your customer is.
Key Quotes:
❏ “Customer needs change every day.” (3:25)
❏ “You need your team around you to be about it.” (6:45)
❏ “It’s a lot cheaper to keep a customer than to go out and get a new one.” (12:00)
❏ “You need to actually have customer-centric values.” (14:45)
❏ “Product development people understand the life cycle of the product.” (20:55)
❏ “It’s not just collecting metrics — it’s how you’re using them.” (22:30)
❏ “Process improvement people make the best CX people.” (25:05)
❏ “Customer experience is really process improvement for customers.” (32:40)
❏ “Trying to do everything doesn’t really serve anyone.” (39:10)
❏ “You have to know which questions to ask.” (43:58)
Contact Brendan:
Check out Brendan’s company: www.ftexecutive.com.au
Find Brendan on LinkedIn.
The Books Brendan Mentions:
● Design Thinking
● Sprint by Jake Knapp
● Outside In by Harley Manning and Kerry Bodine
● Chief Customer Officer 2.0 by Jeanne Bliss