Tech Leaders Intel

• Measuring What Matters: Unlocking Engineering Productivity with AI and Metrics

  In this episode of Tech Leaders Intel, we hosted two industry experts to discuss one of the most critical and often debated topics in software engineering: productivity and performance. Our guests are Gary Stevens, Director of Engineering at Trainline, and Viktor Clerc, an engineering leader at Xebia, both offering insights into what it takes to build high-performing engineering teams.Gary shares his experience in balancing team motivation and productivity at Trainline, focusing on customer lifetime value and efficient software delivery. He highlights the complexity of tracking engineering productivity, especially in today’s distributed, remote-first work environments, where effective measurement can no longer rely on simple observation.Viktor expands on this by emphasizing the importance of optimizing engineering practices and using strategic assessments to overcome client-supplier challenges. His focus is on creating alignment between technology and business goals, ensuring that teams are empowered to deliver not just products, but value.Throughout the conversation, the guests dive into key topics such as:Choosing the right metrics for engineering productivityThe dangers of gaming metrics and how to avoid itBalancing process efficiency with developer happiness and creativityUsing AI tools like Copilot to improve productivity without compromising quality  If you're looking to understand how to build motivated, productive engineering teams or want practical insights into how to measure performance effectively, this episode is a must-listen.

  --------  

  51:00
• The Value of Forgettable Customer Experiences

  As the use of artificial intelligence expands and finds more use cases, there remains special interest in its applications for customer service. Retailers and service providers are training AI to retrieve important information in a natural, conversational manner, thereby delighting customers through giving them an unforgettable customer experience. And yet there are instances where delighting the customer isn’t the best approach. When it comes to bare necessities like utilities, perhaps the best customer experience is the one that can’t be remembered.That’s what Adam Waite is betting on. As Head of Digital Conversations & AI with British gas supplier Centrica, Adam is laser-focused on using GenAI and large language models to make customer experiences as frictionless as possible. He is one of the minds behind the creation of Cosmo, Centrica’s customer-facing authenticating chatbot that took the gold for Best Innovation in Customer Service at the 2023 ECCCSA Awards. And now Adam sits down with Tech Leaders Intel to let us in on his award-winning insights. Throughout our 45 minutes together, he touches on such topics as:The evolution of customer support chat (and consumer trust in it)When it’s time to consider buying vs. building new technologyWhy the “channel of truth” is the most important customer service channel of allWhat success in delivering customer experiences looks likeThe difference between data scientists and so-called experts in emerging technologies…and that’s not all. Adam is full of sharp observations, and he is keyed into the strategies that will make GenAI and large language models work for customer-facing businesses now and into the future. Reach out to him on LinkedIn, and of course, fire up this episode of Tech Leaders Intel!

  --------  

  43:30
• Fintech Problem-Solving: Navigating Hypothetical Frontiers

  This episode of Tech Leaders Intel sees Nick Goodwin sit down with Paul Staples, ClearBank’s head of Embedded Banking. Paul has quite the story; originally starting out in the oil industry, he stepped into banking as he swung from working the floors at Goldman Sachs, to being a strategist at Deutsche Bank, then JP Morgan and finally establishing building a case for HSBC as a platform business in Embedded Finance before finally stepping fully into the fintech space with Clearbank. As if all of that isn’t enough, he’s a seed investor by night and an avid gardner to boot.You’ll quickly notice that Paul has an elite-level entrepreneurial mind that functions like a steel trap when it comes to solving problems, and he brings that to his work in embedded banking. The issue of keeping banking useful, relevant, and putting it where people need it most is foremost in his mind, and he is a powerful advocate for embedded banking as an agent of change in the world we know. While not a coder himself, Paul understands how the power of technology can be put to good use in our day to day lives, using Embedded Banking do drive this. Join him and Nick as their 45-minute conversation touches on topics such as:His take on “how banking really works”Using unusual hypothetical situations in finding solutions for fintechWhy he chose to work for ClearbankHow selling CDs at school helped him shapen his selling skillsThe power of fooling around and finding out in the learning process.…and of course, much more. For a deeper dive into Paul’s insights, give him a follow or drop him a line on LinkedIn.

  --------  

  45:48
• From Risk to Reward: The Human-Centric Approach to Business Transformation with Appian

  Stephen Marjot understands what needs to happen in order to make business transformations in the BFSI field a success. Yes, the company must be fully committed, and risks must be mitigated, but it is equally important that transformations must help the staff make them happen as much as help families and small businesses thrive. In an increasingly digital world where customer demands are growing, transformations must be based around people internally rather than the other way around. Serving the colleague so they can serve the customer is how an organization ensures its own prosperous, sustainable, transformative outcomes.  Join host Nick Goodwin on this illuminating episode of Tech Leaders Intel as he talks with Stephen about the vitality of framing transformations as journeys for both customers and colleagues alike using Appian low-code solutions. During his years of consulting in insurance and oil and gas retail, he set transformations in motion but didn’t get to see them through to completion. In his current position as Head of Change Centre of Excellence with Natwest.NatWest Group, the UK's largest business bank, has been honored with the Celent Model Risk Manager of the Year Award for its successful initiative to simplify and automate change and risk governance processes. This award recognises the company's ability to reduce multiple assessment cycle times using patterns of governance.Stephen places the utmost importance on creating a solid problem statement, and for him the solution lies in simplifying processes to create value and organizing projects around people to mitigate risks and make the most valuable products. They dive deep into topics such as:Reconciling change with risk governance in the transformation processCreating a “colleague journey” to parallel the customer journeyHearing who is “making the most noise” to recognize transformation impedimentsThe goal of reducing transformation times from 73 days to 73 minutesHow Appian engaged with Natwest’s issues and goals as a true partner…and lots more. Lots of transformation tips, notes, and details abound, so this is an episode that requires your full focus.Opinions expressed in this episode are solely Stephen’s own and do not express the views or opinions of his employer. Any discussion around vendors in no way suggests a positive endorsement.  For more of Stephen’s business transformation wisdom, reach out to him on LinkedIn.

  --------  

  56:05
• Bridging the Gap: Navigating Legal and Technology Challenges in Business

  For this episode of "Tech Leaders Intel," host Andreas Giesa interviews Dr. Timm Neu, Team Lead and Product Owner at Volkswagen. Having gained a global outlook on his profession and life, Timm took a long and winding path to get to Volkswagen; he has studied law, worked in India and the US, and even served a stint with the German embassy in Luxembourg! Timm then spent about 10 years in IT law, including as General Cousel of Cleverbridge and Group Legal Cousel at Volkswagen. He eventually transitioned into IT products and international software development steering. Timm shares his general technology leadership insights based on his career experiences and as a product owner. Throughout the conversation, it’s clear that Timm is all about the value of bridging the gap between IT and business, as well as facing the challenges of managing legal compliance in large, international corporations head-on. The conversation also touches on implications and issues at hand for coming legal tech evolutions, highlighting the need for balance in growth and compliance.  And that’s not all. Andreas and Timm get into the weeds on salient tech topics such as:Legal tech challenges and winning strategiesThe importance of involving legal counsel in the early phases of product consultingThe need for the commitment to legal compliance in large corporationsLegal and technology challenges of startups and large companies alikeBalancing legal and technology considerations in business growth…and of course, much more. Timm is a highly insightful individual with a strategic mindset, not to mention a thorough understanding of the intricacies of law and dynamism of current technology trends, all of which are boosted by his intercultural acumen and showcase his unique expertise and leadership in the legal technology sphere. Connect with Timm through LinkedIn for more of his know-how.

  --------  

  42:40

Meer Technologie podcasts

Trending Technologie -podcasts

Over Tech Leaders Intel

Tech Leaders Intel: Podcasts in familie