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

In this special Tech Summit episode of The Bridgecast, host Scott Kinka sits down with Neal Foard, principal of StoryFire and featured speaker at Bridgepointe's Tech Summit 2025 in Miami. From a daughter's baseball game cheer to boardroom presentations, Neal reveals how storytelling transforms technical leaders into trusted advisors. Whether you're preparing for budget meetings or building stakeholder relationships, this conversation offers practical frameworks for turning data into narratives that drive action and create lasting connections.

In this episode of The Bridgecast, host Scott Kinka sits down with Tony Moroney, Principal at The Digital Explorer, to explore the strategic implementation of AI in enterprise environments. Tony shares critical insights on avoiding "AI washing," orchestrating human and digital intelligence, and creating genuine customer-centric experiences through AI. Essential listening for leaders looking to move beyond AI experimentation to drive measurable business outcomes while navigating cultural, ethical, and governance challenges.

In this episode of The Bridgecast, host Scott Kinka sits down with Mike Pereira, Executive VP of Technology at Bridgepointe Technologies, to explore the evolving landscape of enterprise tech procurement. They dive into pressing challenges around AI adoption, security implementation, and the ongoing complexities of hybrid work technology. Whether you're grappling with AI integration, weighing security investments, or trying to streamline collaboration tools, this conversation offers practical insights for navigating today's rapid tech changes. Tune in to hear Mike's unique perspective on responsible innovation and why some technological advances may warrant careful consideration despite their capabilities.

In this episode of The Bridgecast, host Scott Kinka sits down with Tamanna Chanana, Campaign Program and Events Lead at Snowflake and host of the "Brand Talkies" podcast, to explore the critical intersection of marketing creativity and technical execution. From her self-described "T-shaped marketer" philosophy to her expertise in scaling marketing initiatives from scratch across brand awareness, demand generation, and field marketing, Tamanna shares practical strategies for building successful partnerships between marketing and IT teams in today's data-driven landscape.

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.

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.

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 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.

In this episode of The Bridgecast, host Scott Kinka sits down with Tim Sanders who is a best selling author, AI Evangelist and VP of Research Insights at G2. We explored 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.

Here’s The Bridgecast live from the NJ Sim event for a panel discussion on enterprise AI strategy.