Almost $5 trillion dollars are spent on Information Technology (IT) annually. Cut through the hype and learn about the real needs, and problems that IT solves for your enterprise. Join us as we dive deep into case studies with providers and learn how IT can make your business better.
Tech Deep Dive
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5.0(4 reviews)
203 episodes
Updated Weekly
Accepts GuestsHas SponsorsLocation 🇮🇹
76
Podcast Authority
BetaGoodBased on show quality, social media presence, reviews, charts, and more
Quality91
Social90
YouTube76
Engagement32
Podcast Overview
Almost $5 trillion dollars are spent on Information Technology (IT) annually. Cut through the hype and learn about the real needs, and problems that IT solves for your enterprise. Join us as we dive deep into case studies with providers and learn how IT can make your business better.
Language
🇺🇲
Publishing Since
5/8/2020
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76
Podcast Authority
BetaGoodBased on show quality, social media presence, reviews, charts, and more
Quality91
Social90
YouTube76
Engagement32
8
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excellent
Episode Length
1h 14m
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Recent Episodes
February 26, 2026
Why Companies Spend Millions on Data (And Still Get No Value)
<p>Max Clark is joined by Ed Bailey, Field CISO at Cribl, to discuss why many companies invest heavily in collecting data but struggle to turn it into meaningful outcomes. They explore common mistakes in data strategy, the gap between tools and skills, and what organizations should consider before collecting more data.</p><p><br></p><p><strong>What you’ll learn:</strong></p><ul><li>Why companies are spending millions collecting data without clear outcomes</li><li>The gap between data collection and real decision-making</li><li>How tools, skills, and strategy need to align</li><li>Why collecting more data doesn’t automatically create value</li><li>Questions leaders should ask before expanding their data footprint</li><li>How to rethink data strategy to support real business results</li></ul><p><br></p><p>Guest: Ed Bailey, Field CISO at Cribl</p><p>Cribl Website: <a href="https://cribl.io/">https://cribl.io</a></p><p>Ed LinkedIn: <a href="https://www.linkedin.com/in/baileyedward/">https://www.linkedin.com/in/baileyedward/</a></p><p>Cribl LinkedIn: <a href="https://www.linkedin.com/company/cribl/">https://www.linkedin.com/company/cribl/</a></p><p>Cribl X: <a href="https://x.com/cribl_io">https://x.com/cribl_io</a></p>
February 12, 2026
From 400 Calls in Queue to Zero Hold Time
<p>What happens when your contact center hits peak demand… and the queue explodes?</p><p>In this episode, Max sits down with Michael Cibelli (PolyAI) to break down how one major brand went from 400+ callers waiting in queue to zero hold time—without wrecking customer experience.</p><p>You’ll learn why traditional IVR trees (“Press 1 for…”) fail, what replaces them, and how modern Voice AI can contain calls end-to-end (not just “deflect” them). They also unpack the real-world risks—like AI hallucinations, compliance in regulated industries, and why context transfer matters more than most CX teams realize.</p><p>What you’ll learn:</p><ul><li>Why IVR systems create customer rage (and broken experiences)</li><li>The difference between call deflection vs call containment</li><li>How Voice AI scales CX without scaling headcount</li><li>How to prevent “repeat yourself” transfers that destroy trust</li><li>The hidden cost of agent churn + seasonal hiring</li><li>Why BPOs are paying attention to Voice AI right now</li><li>How analytics from customer calls can unlock real business ROI</li></ul><p><br>If you’re leading CX, operations, IT, or customer support—this is the playbook for building a contact center that stays fast, consistent, and on-brand when demand spikes.</p><p>🎧 Subscribe for more conversations on IT, CX, AI, and operational leverage.</p>
January 8, 2026
Why Contact Center AI Projects Fail After the Demo
<p>The demo was perfect. Then deployment happened.<br> If your contact center AI “worked” in a pilot but fell apart in production - this episode explains why.</p><p>Max Clark sits down with Jim K. Tennant (VP, Channel Sales at Observe.AI) to unpack the real reasons contact center AI projects fail after approval: weak data foundations, missing guardrails, messy knowledge sources, agent adoption breakdowns, and bots that can’t recover when customers go off-script. They also dig into what actually works—call analytics → automated QA → agent assist → targeted automation, and how to reduce churn and handle time without wrecking CSAT.</p><p>Watch this before your AI pilot turns into an expensive failure.</p>
203 total episodes available
Recent guests on Tech Deep Dive
Guests from recent episodes — sign up to see every guest that has ever appeared on this show.
Joseph Cook
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Mark "Fletch" Fletcher
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Steve Forcum
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Eric Fromm
Guest
Max Clark
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This podcast updates weekly.
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