The Amplitude of Tech

Welcome to The Amplitude of Tech podcast, produced by Amplix, a leading technology advisory firm, where we bring the voices of technology thought leaders, subject matter experts, and enterprise IT decision makers to you to talk about today’s transformative technology and how it can create opportunities for increased success.

The Amplitude of Tech is a technology podcast hosted by Amplix, with 30 episodes on record and a Required Pod Score of 80. PitchCentric scores this show on Booking Probability, Listen Score, and live audience signals refreshed every 24 hours.

Amplix hosts The Amplitude of Tech, a technology show with 30 episodes published.

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  The Amplitude of Tech

  Amplix VP Stanton Smith on Why AI Readiness Starts With Clean Data, Not New Tools

  Aug 12, 202626 min

  Enterprises are racing to adopt AI in the contact center, but Stanton Smith, VP of CX Consulting and Solution Engineering at Amplix, has a warning: layer AI onto bad data or broken processes, and you'll only automate the dysfunction faster. In this Inside Amplix episode, Shawn Cordner sits down with Stanton to unpack what transformation consulting really looks like: aligning people, process, and technology before any tech decision gets made. They cover how Amplix uses call and interaction data to surface disconnects between leadership, middle management, and frontline teams, why shorter handle times don't always mean better customer experience, and what true AI readiness requires (hint: it starts with clean data, not a new platform). Stanton also breaks down the risk and knowledge gaps slowing agentic AI adoption, and shares what separates a transformation engagement that sticks from one that doesn't. What You'll Learn: Why layering AI onto bad data or broken processes only makes the problem worse, faster What transformation consulting actually is, and why it starts with people and process, not technology How Amplix uses call and interaction data (not just opinion) to surface disconnects between leadership, management, and frontline teams Why shorter handle times don't always mean a better customer experience What "AI readiness" really requires, and why clean, organized data matters more than the AI tool itself The difference between AI agents automating back-office workflows and AI agents engaging customers directly Why risk and lack of knowledge, not lack of interest, are what's slowing agentic AI adoption in the contact center How to prioritize transformation opportunities by impact versus lift, so you see results early

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  The Amplitude of Tech

  Quiq's Mike Zinne on the Nine Mistakes Sinking AI Contact Center Deployments

  Aug 5, 20261h 14m

  Most enterprises approach AI in the contact center backwards, and the mistakes are costly enough to derail an entire deployment. In this episode, Shawn sits down with Mike Zinne, Chief Revenue and Experience Officer at Quiq, an AI agent company built for customer journeys, to walk through nine of the most common (and expensive) missteps companies make. They cover why starting too small actually creates worse customer experiences, how leading with technology instead of the customer journey sets projects up to fail, and why chasing the wrong metrics like containment rate can mask whether AI is actually solving anything. Mike also breaks down siloed channel deployments, data readiness paralysis, stakeholder alignment across legal, IT, and brand teams, and why traditional UAT doesn't work for conversational AI. If your contact center is on the roadmap for AI this year, this episode maps out exactly where the landmines are. What You'll Learn: Why starting too small with AI agents creates more customer frustration than starting with real capability How to map customer journeys first and let the technology conversation come second Why containment rate is the wrong metric, and what true resolution actually looks like How customer effort score, CSAT, and NPS each tell a different (and incomplete) part of the story Why siloed, channel-by-channel AI deployments create a disjointed experience and more work for your team How to avoid data readiness paralysis by borrowing the same test a human agent already passes Why traditional UAT doesn't work for conversational AI, and what testing should look like instead How to manage the stakeholder web (legal, IT, brand, board) that makes AI projects more complex than typical tech rollouts

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  The Amplitude of Tech

  Amplix EVP Mike Dolloff on Vendor Lock-In, Token Costs, and the Future of AI in CX

  Jul 29, 202635 min

  Contact center automation is closer to mainstream than the hype suggests, but roughly half of enterprises still haven't put AI to work on the floor. In this Inside Amplix episode, Shawn sits down with Mike Dolloff, EVP of Sales and Account Management at Amplix, to unpack where adoption really stands, why back-end use cases like agent assist and QA are often outpacing customer-facing bots, and why bolting AI onto a broken process just makes it a more expensive broken process. They also cover the buy vs. build calculus, the growing risk of vendor lock-in as AI pricing shifts, and how the CRM market is quietly reshaping the CX tech stack. If you're deciding where to spend your next automation dollar, this is the practical read you need. What You'll Learn: Why roughly half of contact centers still haven't deployed AI, and why that's not as far behind as it sounds The real split between front-end AI (chat, voice agents) and back-end AI (agent assist, QA, summarization), and why adoption is happening faster on the back end Why good AI layered on a broken process just creates a faster, more expensive broken process How to sequence an AI rollout: fix the process, prove a small win, then scale Why the buy vs. build calculus in the contact center still favors buying, and where that logic starts to break down with agentic AI The vendor lock-in risk nobody priced in: what happens to your AI business case when token costs jump 30% How the CRM market (Salesforce, ServiceNow, Zendesk) is pushing further into CX, and what that means for your tech stack Mike's practical advice for picking your first AI project and building momentum from a fast, visible win

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  The Amplitude of Tech

  Practical AI Governance Lessons from a 40-Year Healthcare Technology Leader and CIO

  Jul 22, 20261h 25m

  Forty years into a career spanning healthcare and technology, Bill Fandrich has landed on one lesson that outlasts every hype cycle: it's not about the technology. In this episode, the former CIO of Blue Cross Blue Shield of Michigan, now Chief Healthcare Officer at Pellera and founder of MN One Nexus, joins Shawn to unpack why so many AI investments fail to deliver value, and what real value analysis (as opposed to a simple ROI calculation) actually looks like. They cover cloud's early lessons on governance and vendor lock-in, Bill's three-tier framework for AI (productivity tools, business initiatives, and big bets), and the responsible AI framework he built to give 1,500 employees safe, sandboxed room to experiment. Along the way, Bill uses the GLP-1 drug boom as a live example of how technology, policy, and economics collide in healthcare. For any IT leader trying to separate real transformation from hype, this one's a masterclass. What You'll Learn: Why "it's not about the technology" has held true across four decades of IT transformation, from mainframes to cloud to AI How to run a value analysis instead of a standard ROI calculation, and why the difference matters for your AI business case A three-tier framework for AI investment: productivity tools, business-led initiatives, and big bets How to build a responsible AI framework that gives your workforce room to experiment without exposing sensitive data Why vendor lock-in is the wrong thing to optimize against right now, and what cloud's early years taught us about it How discipline, not unchecked experimentation, is actually what enables speed and innovation Why healthcare margins are being squeezed from every direction, and where technology can move the needle What the GLP-1 drug boom reveals about the collision of technology, policy, and healthcare economics

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  The Amplitude of Tech

  Amplix Cybersecurity Leader Sanjay Deo on Claude Mythos and the New Speed of Cyberattacks

  Jul 16, 202622 min

  AI is now finding and exploiting vulnerabilities in seconds, not weeks, and most enterprises still have unpatched machines and end-of-life systems sitting exposed on their networks. In this Inside Amplix episode, Shawn sits down with Sanjay Deo, who leads Amplix's cybersecurity practice nationally, to unpack Claude Mythos, the purpose-built security model at the center of Project Glasswing, and what its limited release to vetted cybersecurity vendors means for the industry. Sanjay shares his read on why layered defense matters more than ever, how the conversation with boards and C-suites has shifted from budget defense to urgent risk management, and why patching discipline is now the baseline every enterprise needs to get right. It's a candid look at how fast the threat landscape is moving, and what technology leaders can actually control. What You'll Learn: What Claude Mythos is and why Sanjay sees it as fundamentally different from earlier jailbroken or generic AI models used for exploitation How Project Glasswing works, from limited release to vetted cybersecurity vendors to how those vendors are building defensive capability from what they learn Why unpatched and end-of-life systems, not the model itself, are the real exposure most enterprises are sitting on How the timeline from vulnerability discovery to exploitation has compressed from months to seconds, and what that means for your patching cadence Why layered defense (perimeter, EDR, MDR, and beyond) matters more than any single point of protection How board and C-suite cybersecurity conversations have shifted from "how much do you need" to "is that enough" What technology leaders can actually control right now: patching discipline, exfiltration prevention, and assuming a breach will happen Where Sanjay sees the cybersecurity industry heading over the next six months to two years as defensive tools race to keep pace

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