Behind the Growth: Recent Episodes
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Not everyone makes the news. But behind every growth driving experience, product, and transformation are experts who shaped the outcome. Behind the Growth is a podcast for digital leaders and those aspiring to become one. Each episode celebrates remarkable individuals, and our candid conversations focus on their struggles, wins, and lessons learned you won’t find anywhere else.
Mohammad Yousaf, Chief of Operations and Technology at National Mortgage Insurance Corporation, joins host Mudassar Malik to discuss how trust, alignment, and disciplined technology choices drive lasting transformation in financial services.
Mohammad traces his path from telecom engineering into banking and mortgage finance, explaining why he moved from building technology to shaping business strategy. He highlights how lessons from team sports shaped his leadership style, where trust and alignment aren’t just cultural values but the foundation for effective execution.
The conversation turns to transformation in operations and technology. Mohammad cautions against chasing trends and stresses the importance of the first 90 days, identifying the right processes to change, involving underwriters and processors early, and co-creating solutions. He shares a practical example of a middleware upgrade that unlocked revenue growth once reframed around speed and customer impact, showing how technology decisions gain traction when tied directly to business outcomes.
Closing the discussion, Mohammad outlines how leaders can build cultures that adapt quickly while managing legacy resistance, and why AI adoption must stay anchored in transparency and borrower-first principles. Throughout the episode, he offers a clear, grounded guide to balancing innovation with responsibility.
Mohammad also explores:
- Trust and alignment in execution
- Defining transformation beyond buzzwords
- The first 90 days of change
- Turning middleware upgrades into revenue
- Why AI must stay borrower-first
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
Rohit Prabhakar, Global Head of Experiences & Capabilities at Visa, joins Mudassar Malik on Behind the Growth to explore how leaders can move from AI add-ons to AI-native marketing ecosystems that deliver hyper-personalized experiences at scale. With a career spanning technology, product, and marketing, Rohit grounds the discussion in two priorities: customer obsession and business enablement.
He outlines a two-track AI adoption model: use AI as a partner to incrementally improve existing systems, while also reimagining processes from the ground up to remove legacy constraints. At the core is unified, high-quality data, breaking down silos so machine learning and large language models can work with accuracy and relevance.
Rohit pinpoints content creation as the long-standing blocker to personalization at scale and explains why recent advances in generative AI make on-demand, context-specific assets achievable. He distills three essential building blocks for AI-native systems: connected data, robust machine learning, and LLMs.
The conversation closes on leadership and change management. Rohit shares how small, empowered teams can drive transformation, why human oversight must remain in the loop with AI, and what marketing leaders should prioritise as expectations, speed, and productivity demands rapidly increase.
Rohit dives into themes like:
- Building AI-native marketing ecosystems
- Overcoming personalization’s content bottleneck
- Unifying customer data for scale
- Structuring change through small wins
- Keeping humans in the AI loop
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
Valerie McMurtry, President & CEO of Children’s Aid Foundation of Canada, joins Mudassar Malik on Behind the Growth to discuss how purpose-driven leadership, data, and partnerships are reshaping outcomes for children and youth in care. Drawing from her experience leading Canada’s largest charity in this space, Valerie explains how aligning mission, strategy, and innovation drives measurable change.
The conversation begins with Valerie’s career journey from corporate marketing to the nonprofit sector. She shares how her upbringing shaped her focus on solving complex social issues and why she pursued work with deeper purpose. This background informs her leadership approach today, where she prioritizes long-term outcomes over short-term wins.
Valerie then outlines the foundation’s mission: improving education, employment, mental health, and stability for young people who have experienced abuse, neglect, and abandonment. She explains why these priorities matter, the scale of the challenge in Canada, and how data guides funding decisions. She also discusses redefining success based on youth feedback, broadening it beyond traditional metrics to reflect individual progress.
Finally, she highlights how the foundation has evolved from traditional philanthropy to testing new service models through social innovation and venture funding. Using examples like the TELUS Mobility for Good program, Valerie demonstrates how corporate partnerships can go beyond sponsorship to deliver real impact. She closes by urging business leaders to integrate social responsibility into their strategies, not as a side effort, but as a way to build stronger organizations and communities.
Valerie dives into topics like:
- Leaving corporate to find purpose
- The hidden scale of child welfare
- Why success metrics needed rewriting
- Taking risks with social innovation
- Building partnerships that actually work
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
Brian Shickluna, Director of Software Engineering at Staples Canada, joins Mudassar Malik on Behind the Growth to unpack the leadership principles and organizational design strategies that have shaped his career. Drawing on experience from startups to large enterprises, Brian shares what it really takes to build and scale high-performing engineering teams.
The conversation begins with Brian’s reflections on his career path and how working across industries taught him the value of seeing beyond technical expertise. He explains why leaders need a breadth of perspective to guide teams effectively, especially as they move from hands-on roles to broader organizational influence.
Further diving deep into the concept of “legacy mindset,” Brian explores why outdated thinking and overcomplicated processes often hold organizations back more than their tech stacks. He challenges common assumptions about transformation and describes how simplifying workflows and clarifying roles can unlock speed and agility at scale.
Finally, Brian shares his approach to fostering a culture of experimentation, empowering teams to take ownership of their ideas, and avoiding the traps of micromanagement. He closes with practical insights on servant leadership, psychological safety, and why senior executives should prioritize structure and mindset as the foundation for sustainable growth.
Brian unpacks topics like:
- The silent risks of structural debt
- Designing orgs that outlast people
- Breaking out of micromanagement
- Protecting engineers from alert fatigue
- When structure beats great ideas
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
Naresh Babu, AI Technology Leader and Digital Transformation Specialist at mobileLIVE, joins Mudassar Malik to unpack the tough decisions behind core banking modernization. Together, they explore how leaders can balance customer demands, operational resilience, and the rising costs of legacy systems.
Naresh shares how his early career as a COBOL developer shaped his understanding of resilience and why banks today must rethink their technology stacks to stay competitive. He highlights the primary drivers for modernization, including talent shortages, escalating OPEX, and shifting customer expectations, and contrasts how traditional and digital-first banks experience these pressures differently.
The discussion dives into the pros and cons of incremental upgrades versus full system replacements, with Naresh offering practical frameworks for assessing risk tolerance and aligning modernization strategies with organizational workflows. He also warns against relying on satellite systems that create blind spots and long-term technical debt.
Finally, Naresh examines how AI and cloud technologies are reshaping modernization efforts and why governance, KPI design, and a “customer downtime zero” mindset are critical for success.
Naresh dives into topics like:
- Rethinking customer expectations in banking
- The true costs of legacy systems
- When incremental upgrades backfire
- AI tools in modernization strategies
- The trap of satellite architectures
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
Zahid Salman, President and CEO at GreenShield, joins Imran Mian on Behind the Growth to unpack the strategy behind building Canada’s first payer-provider platform, and how a nonprofit model is enabling innovation at enterprise scale.
Zahid opens with the personal experiences that shaped his purpose-driven approach to leadership and shares how he moved from a traditional actuarial career into healthcare transformation. He breaks down GreenShield’s initial hypothesis: that Canadians would benefit from a single organization delivering both insurance and care. He further sheds light into how they moved early, acquiring eight companies in 18 months to accelerate the shift from coverage to service delivery during the pandemic.
He also discusses the internal and external complexities of that pivot, from winning the trust of plan members and advisors to unifying employees behind a new mission. Zahid also shares how GreenShield Ventures helps the organization look beyond its near-term roadmap, building IP and capabilities around where the market is heading, not just where it is today.
Throughout the conversation, Zahid reflects on how identity shapes leadership, why DEI remains central to GreenShield’s strategy, and what it takes to drive real impact in underserved communities. He closes with insights on AI's potential in proactive care, the growing role of private sector in delivering public healthcare, and the discipline required to scale without losing sight of purpose.
Zahid also explores:
- Diversifying with success
- Betting on a model before demand
- Gaining trust as a healthcare insurer
- Scaling impact without chasing profit
- The role of tech in unlocking M&A value
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
Janet Sherlock, Founder & CEO at Org.Works, joins Mudassar Malik on Behind the Growth to challenge how most companies approach transformation, org design, AI strategy, and why their structures are often built to fail. Drawing from her executive experience and doctoral research, Janet breaks down what she calls “the hidden architecture” that shapes performance across every level of an enterprise.
The conversation starts with a critique of role bloat at the top, like Chief Digital Officer, Chief Innovation Officer, Chief AI Officer, and how overlapping mandates erode clarity and accountability. Janet outlines how these roles are often a symptom of structural misalignment, not a solution to it. Introducing the Org.Works philosophy, “less but better,” she explains why simplicity, not complexity, is what drives resilience and execution.
From there, the episode moves into the three most common org design pitfalls, using real-world examples like Unilever’s model shift and omnichannel challenges in retail and banking. Janet shares the telltale signs of structural dysfunction—misaligned KPIs, constant pre-meetings, unclear decision ownership—and why fixing these isn’t just about new titles or reorgs but about rethinking how teams are built to collaborate.
The second half of the conversation dives into AI: not tools or talent, but structure. Janet introduces her CFD model: Center of Enablement, Federated AI and Modeling, Democratized Data. She elaborates on why governance, flexibility, and accountability matter more than hype.
Finally, she breaks down how boards are shifting from AI education to execution, and why CEOs must stop chasing ROI and start investing in long-term capabilities.
Janet explores topics like:
- When org design creates friction
- Why bloated C-suite roles backfire
- The hidden cost of transformation layers
- How structure drives AI performance
- What boards now ask about AI
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
Hanni Doch, VP of Digital Technology, joins Mudassar Malik on Behind the Growth to explore what enterprise transformation really looks like when it's done sustainably, incrementally, and with an eye toward value—not buzzwords. With experience spanning telecom, insurance, banking, and retail, Hanni brings a grounded view into why so many digital initiatives fall short and how leaders can avoid those traps.
He opens with a sharp critique of the “big bang” approach to transformation, arguing that long, all-encompassing projects often fail to deliver value. Instead, he lays out a case for incremental change, focusing on areas where the business will feel the impact early.
From there, the conversation moves into cloud strategy. Hanni explains how many organizations “lift and shift” their workloads without actually realizing the benefits of cloud—and offers a clear, cost-effective example of how to do it right, leveraging GPU-intensive workloads and cloud-native services.
On AI, Hanni discusses how his team used generative tools to accelerate software development and testing—while maintaining a strong role for human creativity and quality. He also shares lessons from leading high-scale teams, including his approach to hiring engineers from open-source communities and developer forums rather than traditional channels.
Throughout the conversation, Hanni emphasizes the importance of aligning people, processes, and tooling around meaningful outcomes. Whether he's talking about data governance, automation, or AI adoption, his focus remains on what drives results—and what slows them down—in large, complex environments.
Hanni shares his take on:
- Why “big bang” rollouts collapse
- Cloud migrations that don’t deliver
- AI’s role in accelerating development
- When data lakes become swamps
- Rethinking how great developers are hired
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
Charu Pujari, Vice President of Engineering and Data Science at Loblaw Digital, joins Imran Mian on Behind the Growth to break down what it really takes to architect enterprise systems that move fast, scale reliably, and stay relentlessly focused on the customer.
Opening the conversation with insights into his early shift from data science into engineering, Charu shares hard-won lessons on engineering for scale. Having learned the hard way that scale cannot be an afterthought, Charu emphasizes why performance and reliability can’t be added later, and how designing for agility up front enables real-time experimentation across digital platforms. He unpacks how his team replatformed critical systems to support modularity, faster decision-making, and direct user feedback loops.
Throughout the conversation, Charu emphasizes the operational choices behind building high-performing teams: trust first, reduce blockers, and align everyone around solving real problems. He discusses how personalization in retail is no longer a feature—it’s a foundation—and why merchandising, pricing, and promotion must now adapt dynamically to individual customer needs.
Drawing from his time at Loblaw leading his team through a full platform re-architecture, he explains why agility, not perfection, is the priority—and how customer feedback, not internal consensus, drives meaningful product decisions, enabling faster iteration and greater composability across digital experiences. From introducing new features in 72 hours to balancing autonomy with alignment across teams, Charu shares what it looks like to operationalize customer-centricity at scale.
The episode also dives into turns to the intersection of media, loyalty, and personalization in retail. From zero-time search to AI-native interfaces, Charu offers a candid, technical, and practical view into how enterprise platforms—and the teams behind them—can move with purpose to meet customers where they are—with the right product, at the right time, at the right value.
He explores topics like:
- Engineering platforms for real-time scale
- Re-platforming to unlock team agility
- Personalization as retail infrastructure
- Building autonomy into high-performing teams
- Rethinking media as part of CX
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
Akua Mensah, Senior Director of Process Engineering & Business Enablement at CIBC, joins host Mudassar Malik on this episode to explore the real drivers of transformation—and why soft skills aren’t just a “nice to have,” but a strategic necessity. Drawing from her work leading process design, service improvement, and enterprise change across banking and consulting, Akua brings a grounded perspective on how large organizations actually move forward.
The conversation begins with how Akua’s team centres the customer’s “why” in service design, data, and Lean Six Sigma programs across the bank. She shares how transformation work must balance operational logic with human insight—and how resilience, adaptability, and diplomacy serve as the glue that holds major initiatives together.
From there, Akua shares why communication is still the top failure point in large-scale projects—impacting timelines, budgets, and trust. She explains how leaders can set the tone through clarity, active listening, and confidence built through competence. The discussion also dives into conflict resolution, creative problem solving, and the importance of coaching that goes beyond instruction to true development.
The episode closes with Akua outlining the human success factors she sees as non-negotiable for the post-AGI enterprise: communication, coaching, problem-solving, meta-learning, and confidence built on real competence. For leaders navigating change, it’s a clear call to invest in what really drives outcomes—your people.
Akua explores topics like:
- Why poor communication still breaks projects
- Handling conflict in high-stakes teams
- Leading with customer-first design thinking
- Coaching beyond performance reviews
- Building confidence through competence
Akua's website: www.akuamensah.com
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
Sid Kumar, Head of Global GTM Strategy & Planning at Databricks, joins host Mudassar Malik on Behind the Growth to unpack what it really takes to design and run a connected go-to-market engine—one that aligns across marketing, sales, customer success, and operations, from first touch to renewal.
Sid shares hard-earned lessons from leading GTM functions at CA Technologies, Amazon, HubSpot, and now Databricks. He walks through what it means to think of go-to-market as a closed-loop system instead of a linear process, and why shared language, unified metrics, and functional accountability across the full customer lifecycle are non-negotiables at scale. Along the way, he explains how concepts like HubSpot’s “flywheel” and Amazon’s input-output discipline shaped how he approaches alignment, planning, and operating rhythm.
The conversation also tackles the balance between centralization and regional autonomy—particularly in planning and compensation design—and how Sid works to ensure standardization never disconnects from field realities. He talks about the role of regional GTM COOs and the importance of feedback loops from country-level teams back into global processes.
Finally, Sid dives deep into how AI is reshaping GTM workflows—from prospecting and rep productivity to strategic operations and RevOps. He shares clear use cases, practical advice, and a firm reminder to start with the workflows, not the tech. For enterprise leaders looking to modernize how their organizations go to market, this is a conversation worth pausing for.
Sid dives into topics like:
- AI’s role in RevOps strategy
- Connecting funnel stages into one system
- Centralizing planning without losing nuance
- Time-and-motion studies for workflow clarity
- How shared language drives accountability
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
Hamza Qamar, Senior Director of Product, Innovation & Design at mobileLIVE, joins Mudassar Malik on Behind the Growth to break down what it really takes to lead product innovation inside enterprise environments—and why technical talent alone doesn’t cut it.
Starting with a story from his early days as a software engineer, Hamza explains how a single round of informal user conversations reshaped not only a feature, but his entire approach to product leadership.
Throughout the conversation, Hamza lays out a practical framework for managing uncertainty across the product lifecycle—balancing experimentation, iteration, and scale by asking two deceptively simple questions: How certain are we that this adds value for users? And how urgently does the business need results? He explains how this model has helped him make sharper decisions while still giving room for exploration.
The conversation moves into how AI is influencing the product function, with Hamza highlighting the shift from spreadsheet-heavy reporting to conversational analytics that accelerate understanding and action. He shares how he’s using these tools with teams today—not just to extract insights, but to turn data into collaborative decision-making moments.
Finally, Hamza reflects on the leadership behaviours that drive consistent performance in product teams. From shared ownership to inclusive problem-solving, he emphasizes the need for environments where creativity and accountability can coexist. For product and technology leaders navigating scale, pace, and complexity, this episode offers a grounded, execution-first lens on innovation that delivers.
Hamza shares his perspective on:
- Scaling without sacrificing user insight
- Being cautious of misleading data
- Testing trends instead of chasing them
- Measuring true product innovation impact
- Lessons from telecom product misfires
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
Justin Bundick, Managing Director of AI and Data Transformation at Southwest Airlines, joins host Imran Mian to explore the real-world complexities of scaling AI in one of the world’s most operationally intense industries. With a focus on turning experimentation into enterprise impact, Justin outlines what most organizations overlook when moving beyond pilots—highlighting the critical role of infrastructure, data readiness, governance, and change management.
He shares the story behind the Leading Indicators Alert Tool (LIAT), a predictive system that uses hundreds of real-time and historical data points to forecast operational disruptions 24 hours in advance. Built on Southwest’s integrated data foundation and cloud-native platforms, Liat exemplifies how AI can shift from insights to action—if embedded correctly into workflows and decision-making.
Throughout the episode, Justin stresses the importance of human-centred design and empathy-driven AI development. He explains how his team begins by deeply immersing themselves in business processes to ensure AI solutions are not only technically sound but also usable and trusted by the people they serve. The conversation also explores Southwest’s partnerships with AWS and Anthropic, and how these collaborations enable rapid development and responsible scaling of both traditional and generative AI.
For technology and business leaders aiming to move AI out of the lab and into production—without losing momentum or mission—this episode offers a tactical, no-fluff perspective from the frontlines of enterprise transformation.
Justin shares his perspective on:
- Operationalising AI in complex environments
- Forecasting disruption through predictive modelling
- Embedding AI into business workflows
- Breaking down barriers to AI scale
- Driving AI outcomes with cloud strategy
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
Vipul Lalka, Vice President of Canadian Personal Banking Digital Transformation and Strategy at TD, joins Behind the Growth to discuss how technology is reshaping banking. He breaks down the challenges and opportunities in driving digital adoption, from modernizing legacy systems to meeting evolving customer expectations.
He shares insights on TD’s approach to digital strategy—balancing innovation with security, enhancing customer experiences, and staying ahead in a competitive landscape. Vipul also highlights the role of AI, automation, and data-driven decision-making in shaping the bank’s future.
Imran and Vipul dive into the human side of transformation, exploring how culture, leadership, and collaboration drive change. From redefining customer journeys to navigating regulatory frameworks, this episode unpacks the key elements of digital banking success. Whether you're in financial services or leading digital change in another industry, Vipul’s expertise offers valuable takeaways.
Vipul shared his perspective on:
- Aligning technology with business
- Engaging digital banking customers
- Differentiating in the technology space
- The value in nurturing your network
- Navigating career transitions and progression
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, Imran Mian speaks with Shalu Bains, Chief Information and Analytics Officer at Trillium Health Partners, about the vital role of technology and analytics in modern healthcare. Shalu shares how her non-clinical background enables her to drive impactful change through data-driven solutions, emphasizing the importance of understanding client needs and supporting them through technological transitions. She highlights the effectiveness of co-designing solutions and maintaining open communication during large-scale transformations.
Shalu discusses how Trillium Health Partners leverages data to understand community health needs, enhance capacity planning, and address health equity gaps. She offers practical examples of how data-driven insights inform decision-making and improve patient care.
Finally, Shalu provides valuable advice for aspiring leaders in digital health and analytics. She emphasizes the importance of gaining a deep understanding of the healthcare system, cultivating a strong professional network, and seeking guidance from mentors. Shalu encourages listeners to embrace change and innovation to make a meaningful impact in this dynamic field.
Shalu shares insights on:
– Co-designing solutions with frontline staff
– Understanding community health needs
– Addressing health equity gaps
– The dependence on data in healthcare
– Cultivating a strong professional network
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, host Imran Mian speaks with Saby Waraich, CIO and CISO at Clackamas Community College, about transformative leadership and the evolving role of technology in education. Saby shares his unique leadership framework, CARES (Communicate, Adapt, Relationships, Empathy, Stay Calm), which emphasizes compassion and adaptability in navigating organizational change. He delves into the pitfalls of fear-based management and explains how trust and empowerment drive meaningful transformation.
The conversation also explores the intersection of technology and leadership. Saby highlights the accelerating impact of AI and cybersecurity on the education sector, stressing the need for organizations to adapt quickly to technological advancements. He shares real-world examples of leveraging generative AI to streamline operations and discusses the importance of public-private partnerships in preparing students for future workforce demands.
Through personal stories, Saby illustrates how leaders can inspire teams, overcome challenges, and foster resilience in high-pressure environments.
Saby shares his insights on:
- Preventing transformation failures
- Public-private collaborations
- Setting clear expectations
- Building stronger team relationships
- Accelerating decision-making
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, Holly Heglin, Head of AI Product & Strategy at Layer 6 AI discusses AI innovation and operational transformation with host Imran Mian. A seasoned leader in AI strategy and governance, Holly dives into the critical challenges of scaling AI solutions in heavily regulated environments like banking, balancing the need for innovation with stringent governance. She discusses how organizations can address these challenges through agile approaches and strong governance processes to mitigate risks while ensuring business value.
Further delving into how her career evolved alongside the expanding AI field, taking on various roles from proof-of-concept to production-grade GenAI solutions, Holly emphasizes her approach to "delivery excellence," which combines structured processes with creative problem-solving. She explains how this method, along with improved stakeholder interaction, has significantly reduced delivery times for AI solutions.
An advocate for democratizing AI tools, she stresses the need to balance broader access with strong governance to enable business users to explore and hypothesize solutions before engaging specialized talent for production.
Finally, Holly shares her insights into the future of AI, especially with the rapid evolution of generative AI and its potential for both operational efficiency and ethical concerns. With a focus on responsible AI practices, she highlights the importance of advancing transparency, testing, and learning when deploying AI systems.
The discussion concludes with insights on the creation of a formalized job family for AI product delivery at TD Bank, showcasing how an agile, product-minded approach to AI has enhanced responsiveness to business needs and drastically cut delivery timelines.
Holly shares her thoughts on:
- Balancing AI governance with innovation
- Overcoming stakeholder alignment issues
- Democratizing AI tools for business
- Embracing an agile product mindset
- Navigating AI uncertainty
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, Dr. Brian Gardner, Interim CIO for the City of Dallas, discusses cybersecurity and the unique challenges of managing a diverse IT department in the public sector. Drawing from his transition from forensic accounting to IT leadership with host Imran Mian, he details his passion for information security and public service, highlighting the importance of balancing cybersecurity, digital transformation, and AI initiatives within limited budgets.
Dr. Gardner shares examples of several successful innovation projects, including implementing a software-defined wide area network and city-wide multi-factor authentication. He emphasizes the need to reduce technical debt to free up resources for innovation. He further discusses the influence of AI on cybersecurity strategies, noting both the opportunities and risks it presents.
Discussing his involvement with the Coalition of City CISOs, he emphasizes the value of collaboration in this space. He also shares his personal experience of fostering children and how it has shaped his leadership perspective. Finally, he offers advice for aspiring IT leaders, cybersecurity professionals, and those considering public service.
Dr. Gardner shares his insights on
- Managing IT in the public sector
- Reducing technical debt with innovation
- Balancing security with user experience
- Enhancing threat detection with AI
- Collaborating in municipal cybersecurity
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
Julie Lane, Global Head of Ways of Working in Financial Services at AWS, joins host Imran Mian on Behind the Growth to discuss the evolution of financial services. Julie shares insights from her 20-year career, focusing on digital transformation. She notes the shift from branch-first to digital-first banking and the rise of mobile engagement.
Julie discusses the complexities of regulations, legacy technology, and customer expectations. She advises a proactive approach to regulatory changes, partnering closely with governance, risk, and compliance teams. She highlights the need to address data hygiene before implementing large-scale AI projects.
Julie advocates for a customer-centric approach to product development, emphasizing the voice of the customer. She stresses the importance of efficient processes, discussing the growing role of FinTechs and the need for collaboration between traditional institutions and these disruptors.
Finally, she emphasizes the importance of a solid data foundation for AI success, balancing innovation with compliance, and the need for cultural shifts to support digital transformations.
Julie shares insights on:
- Navigating regulatory complexity
- Data hygiene for AI implementation
- Overcoming legacy tech debt
- Prioritizing mobile-first for BFSIs
- Customer-centric transformations
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, Davood Shamsi, Executive Director at JPMorganChase, shares his journey from academia to industry in the field of AI and machine learning.
Davood discusses the importance of understanding business problems before applying AI solutions. He emphasizes the need to dig deep into the core issues, often uncovering better solutions than initially proposed. He also highlights the value of optimization techniques in refining AI model outputs, using examples from advertising and grocery shopping to illustrate practical applications.
Looking to the future, Davood predicts that language models will democratize financial information, making it more accessible to the average person. He also foresees significant advancements in drug discovery, driven by increased computational power. Davood concludes by advising aspiring AI professionals to build solid knowledge of AI tools and focus on their unique strengths to create competitive advantages in the field.
Davood shares his thoughts on:
- Optimizing and refining AI model outputs
- AI solutions for specific business problems
- Democratizing financial information
- Revolutionizing drug discovery
- Competitive advantage from AI knowledge
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
On this episode of Behind the Growth, host Imran Mian speaks with José Ignacio Sordo Galarza, Founder & Managing Director of CIO Eureka, about his career and insights on bridging the gap between IT and core business functions.
José emphasizes that IT professionals often need to better articulate the value of their work in a language understandable to business leaders. He shares his experience in sales early in his career, where he learned the critical skill of communicating effectively with stakeholders and "selling" solutions. This experience proved invaluable when he transitioned to an IT leadership role.
He discusses leading IT through a major merger, drawing parallels between integrating complex systems and the need to prioritize people in the process. José advocates for IT leaders to pursue "the harder right" instead of "the easier wrong," making strategic decisions that may be more challenging in the short term but ultimately deliver greater long-term value.
José shares insights on:
- The communication gap in IT
- Selling solutions in tech
- Merging complex systems
- Choosing the “harder right”
- Drivers of tech decisions
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, host Imran Mian engages in an insightful discussion with Ujjwal Goel, Senior Director at Loblaw Companies Limited. Their conversation delves into the crucial role of data strategy within the realm of artificial intelligence and machine learning.
Ujjwal underscores the critical importance of a robust data strategy for organizations aiming to harness the full potential of AI and emphasizes that this strategy should seamlessly align with business objectives, forming the bedrock upon which AI and ML initiatives are constructed. The conversation then shifts into the intricacies of data architecture, highlighting the evolution of data warehousing to data lakes and the emerging trend of combining both in a lake house concept.
Finally, the podcast delves into the evolution from centralization to decentralization in data management, advocating for a hub-and-spoke model that balances centralized governance with decentralized execution. Ujjwal also addresses the ethical dimensions of AI, underscoring the pressing need for organizations to cultivate responsible AI practices. As AI continues to reshape industries, this episode offers invaluable insights for senior executives and professionals seeking to effectively integrate data and AI strategies into their organizations.
Key Takeaways- The evolution of data management has accelerated AI adoption.
- Aligning your data strategy with your business goals is crucial.
- Implementing ethical frameworks in AI adoption is integral to a company’s strategy.
- AI adoption may impact jobs but promises a brighter future for everyone.
- Embracing AI now is essential for growth and scalability.
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, host Mudassar Malik speaks with Robert Strickland, founder and managing director of M37 Ventures, about the evolving landscape of technology, leadership, and innovation. With decades of experience leading technology initiatives across major industries, Strickland shares his insights on how businesses can balance innovation with stability in an ever-changing market.
Strickland highlights the importance of hybrid cloud strategies, data centers, and the impact of emerging technologies like AI and machine learning. He also touches on the significance of talent acquisition and the need for organizations to adapt to new ways of working, especially in the post-pandemic world. Leaders must rethink how they attract and retain talent while driving innovation and reducing organizational friction.
Throughout the episode, Strickland emphasizes the importance of global collaboration and the need for executives to embrace emerging technologies and cross-border opportunities to stay competitive in today’s fast-paced environment.
Robert shares his insights on:
- Hybrid cloud data centers
- Finding talent to drive innovation
- Balancing innovation and stability
- Fueling data revolutions with AI
- Importance of cross-border collaboration
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
Correction at 3:48: Realtor.com was the #1 real-estate website in the USA and Canada at the time.
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In this episode of Behind the Growth, Imran Mian celebrates Christian Rohrer, VP of Design at TD Bank, to explore the evolution of user experience (UX) design and its broader impact on the tech industry. Christian reflects on his journey from tech support engineer to leading design teams, emphasizing the importance of understanding the human side of technology.
Christian touches on career highlights like his work on the Yahoo! homepage redesign in the early 2000s and leading the development of Realtor.com’s first mobile app, underscoring the importance of human-centered design in creating successful products. He also discusses his "three-dimensional framework" for user research methods, which helps design teams select the right tools for different situations.
The conversation covers broader topics like integrating user feedback loops, the role of AI in the future of design, and Christian’s leadership philosophy, which prioritizes soft skills and collaboration. His insights offer valuable lessons for both aspiring UX designers and seasoned professionals alike.
Christian shares insights on:
- Benefits of human-centered design
- Best approaches to product development
- The intersection of innovation and design
- AI's evolving role in UX/UI
- Leadership and team dynamics
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, host Mudassar Malik interviews Amit Sharma, Vice President of SMB Product and Services at TELUS, about his career transition from IT to product management. Amit provides a detailed look into his strategic process and elaborates on the decision to pursue an MBA to gain new skills and formally transition into a business-focused role.
Amit emphasizes that while his background is in IT, many skills, such as planning, execution, and risk management, are directly transferable to product management. He shares the challenges he faced, including the need to build a new network and be comfortable asking questions.
The conversation then shifts to Amit's work at TELUS, where he leads a team focused on supporting the success of small and medium businesses (SMBs) in Canada. He highlights some of the most pressing challenges facing SMBs, including talent acquisition, cybersecurity threats, and inflation. Finally, Amit shares his passion for giving back, discussing his involvement with Computer for Schools Alberta, student co-op programs, and TELUS Days of Giving. He finished by giving advice to young professionals, circling back to his career lessons, emphasizing the importance of asking questions, building on your network, and taking risks.
Amit also discusses:
- The key to new roles and career progression
- How vulnerability and curiosity can drive growth
- Acting as an owner and embracing accountability
- The major challenges facing SMBs today
- The importance of giving back
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, Imran Mian sits down with Andree Gosselin O'Meara, VP of Customer Support at ecobee, to explore her career journey and the transformative projects she has led. Andree shares her experience in customer service, starting from her early days at Xerox to her current role at ecobee, where she has been instrumental in driving digital transformation and enhancing customer experiences.
Andree delves into the large-scale initiatives she has overseen, including moving a contact center and implementing advanced tools like Salesforce and Amazon Connect. She emphasizes the importance of embracing new technology and rethinking traditional processes to improve efficiency and customer satisfaction.
The conversation also touches on ecobee’s commitment to sustainability, highlighting how the company integrates energy management and environmental considerations into its products. Andree discusses the future of home automation and the role of AI in delivering proactive customer support, offering valuable insights into the evolving landscape of smart home technology.
Andree shares her thoughts on:
- People-centric customer service
- Sustainable comfort in home automation
- Data donation and why it’s essential
- Embracing new technologies
- Proactive customer support
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, host Imran Mian celebrates Gurvinder Gill, Chief Information and Security Officer at the Toronto Parking Authority. Gurvinder recounts his 22-year career journey, detailing his roles at Longo's, Credit Valley Hospital, and Canada Health Infoway, where he led significant digital transformations. He then dives into his current role, focusing on mobility solutions, customer-centric approaches, and environmental sustainability.
Next, Gurvinder highlights the innovative Green P app, which simplifies parking in Toronto, and the future of mobility as a service, including autonomous vehicles and smart city initiatives. He emphasizes the importance of integrating new technologies to enhance customer experiences while reducing environmental impact. Gurvinder also discusses the challenges of implementing these technologies and the need for collaboration among municipal, provincial, and federal governments.
In the final segment, Gurvinder reflects on his personal leadership philosophy, stressing the importance of continuous learning, challenging oneself, and mentoring future leaders. This episode offers valuable insights into the evolving landscape of urban mobility and the role of leadership in driving technological advancements.
Gurvinder shares his thoughts on:
- Digital transformation
- Customer-centric solutions
- Mobility as a service
- The key to Smart Cities
- Innovation and growth
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, host Mudassar Malik interviews Vivek Menon, VP, Head of DFS Technology at CIBC. The conversation begins with Vivek recounting his early days and the experiences that laid the foundation for his career and professional outlook. Over the last two decades, Vivek has worked on both sides; Technology and Business, and this experience has helped him develop into a collaborative and effective leader.
Vivek highlights the challenges associated with managing legacy systems in the financial sector and reminds everyone about the importance of taking calculated risks to achieve digital transformation. He also talks about the untapped potential of Data and AI, and how to achieve product delivery and operational effectiveness with specific examples that set the foundation for rapid advancements.
Throughout the conversation, Vivek emphasizes the need for continuous learning and adaptability. He stresses the importance of strong leadership in building an ecosystem of innovators, driving operational excellence, and helping Business and IT teams to work closely together to achieve their goals faster.
Vivek shared his perspective on:
- Effective leadership
- Taking calculated risks
- Bridging tech & business teams
- Untapped potential of data & AI
- Designing the org for excellence
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, host Imran Mian sits down with Anna Hannem, VP of Data and AI Risk at Scotiabank. Anna takes us through her impressive career journey, starting from her early days as a customer service representative and transitioning into project management and data governance roles. She delves into how her unique background in behavioural psychology and project management has been pivotal to her success, especially in building and leading high-performance teams.
Anna sheds light on the complexities of data governance and AI risk management within the banking sector. She provides insight into how Scotiabank is tackling challenges related to data quality, data management, and the ethical use of AI. Throughout the conversation, Anna emphasises the critical importance of transparency, explainability, and regulatory compliance to protect both customer data and the bank’s operations.
The discussion also explores Anna’s approach to continuous learning and professional development. She underscores the value of effective communication and collaboration across teams as key strategies for addressing the intricate challenges posed by data and AI risk. Anna’s insights offer a clear and engaging perspective on how Scotiabank is at the forefront of data and AI risk management.
Anna shared insights on:
- Ensuring data quality & management
- Transparency in AI risk-management
- How to build & maintain high-performance teams
- The role of ethical AI in protecting customer data
- Regulatory compliance in the banking industry
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, host Imran Mian interviews Fatih Nayebi, Vice President of Data and AI at the ALDO Group. Fatih shares his journey from a technology enthusiast in his childhood to leading AI-driven projects in the retail industry. He highlights his early fascination with computers and AI, and how this passion led him to pursue advanced studies and a career in machine learning and data science.
Fatih discusses the significant challenges he has faced in implementing AI solutions, particularly in traditional and slow-paced environments. He emphasizes the importance of starting with small, impactful projects to demonstrate AI's potential and gradually overcoming resistance. Fatih also addresses the common issue of poor data quality and the necessity of having well-structured historical data for successful AI applications.
Looking ahead, Fatih explores future trends in AI, including generative AI and causal inference. He shares insights on how AI can be used for demand forecasting, markdown optimization, and enhancing customer experiences. Additionally, he touches on the importance of ethical AI practices, transparency, and the role of explainable AI in ensuring fair and accountable decision-making processes.
Key Highlights:
- High-quality historical data is crucial for AI success
- Start with small impactful AI projects to demonstrate potential
- Transparency and ethical practices in AI are essential
- Tailor agile methods for AI, balancing research with deadlines
- Prioritize AI projects by business value, data quality, and feasibility
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, host Imran Mian celebrates Zeeshan Syed, VP Operations Transformation, Data & Automation at RBC. Zeeshan shares his journey from a software engineer in oil and gas to a key player in banking. He emphasizes the importance of continuous learning and adapting to new roles, which has driven his 15-year career at RBC.
The conversation steers towards Zeeshan’s discussion of the development of reusable digital capabilities at RBC. These capabilities, such as document automation and data extraction, streamline operations across different banking services, from mortgages to checking accounts. He explains how these tools enhance efficiency, reduce costs, and improve the client experience by ensuring a consistent and predictable process.
Zeeshan also touches on the future of automation in banking, highlighting the role of AI and machine learning in solving business problems and improving operational workflows. He sheds light on the importance of a collaborative team approach, and the role played by maintaining a client-centric focus in all digital transformation efforts.
Key Highlights:
- Embrace continuous learning in your career
- Encourage diversity of thought
- Focus on end-to-end client journeys
- Leverage data extraction and automation
- Use AI to solve business problems and improve workflows
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, host Imran Mian interviews Edgar Núñez, Chief Data Officer at Coca-Cola FEMSA. Edgar details his transition from the supply chain finance department at P&G to a leading role in data analytics. He shares how his electronics engineering background helped him tackle data reliability issues and drive automation.
Edgar recounts the challenges of integrating business intelligence and consumer market knowledge at P&G. He discusses the resistance faced, the loss of team members, and the ultimate success in forming a multi-domain data science organization.
The conversation also steers towards the evolving role of a Chief Data Officer, emphasizing that it extends beyond data governance to include data operations and driving business value through analytics. He explains how AI tools like ChatGPT and Google Bard are integral to his work, highlighting the importance of ethical use and continuous learning. For aspiring leaders, he advises staying curious and closely aligned with business objectives.
Key Highlights:
- Trustworthy data is crucial for business decisions
- Automate to avoid repetitive manual tasks
- Combine data science with business strategies
- Ethical AI use is vital
- Data governance goes beyond compliance
- Leverage partners, not just vendors
- Effective leadership needs strategic thinking
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, host Imran Mian sits down with Zain Abbas, AI and machine-learning expert and Director of Data Science at Sun Life. Zain shares his journey from academia to the financial sector, highlighting key turning points and challenges, such as transitioning from academia to industry and adapting to the Canadian job market. He emphasizes the importance of stepping out of comfort zones and continuous learning.
Zain discusses a notable project involving predictive modeling for financial analyst calls at a bank, where he used NLP and GPT to predict questions. He explains the challenges faced, including data acquisition and labeling, and the innovative methods used to overcome them. Zain also reflects on how advancements like generative AI, have changed the landscape and his own approach to his projects.
Looking ahead, Zain talks about future trends in AI, such as increased automation and edge computing, and advises blending advanced analytics with business acumen. Finally, he shares his leadership philosophy and the significance of mentorship and continuous improvement in his career.
Key Takeaways:
- AI and machine learning drive predictive modeling in finance
- Transitioning from academia to industry requires adaptability
- Leveraging academic knowledge helps thrive in industry settings
- Constantly updating skills is crucial for industry success
- Future trends in AI emphasize automation and interconnectivity
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, host Imran Mian interviews Simon Tremblay-Larouche, VP of Strategy and Innovation at Sandoz Canada. Simon shares his diverse career journey, beginning as a national junior tennis player and transitioning into engineering before moving into strategic roles across various industries, including banking, insurance, telecom, and pharma. He highlights the importance of strategic thinking and planning in driving business success.
Simon discusses the unique challenges and opportunities in the pharmaceutical industry, emphasizing the need for innovation and improved operational efficiency. He explains how his background in different sectors has equipped him with valuable insights to address these challenges and implement effective strategies at Sandoz.
The conversation also touches on future trends in the pharma industry, such as the rise of biosimilars and the role of AI in automating processes. Simon underscores the importance of building strong relationships and fostering trust within organizations to achieve strategic goals and drive growth.
Key Highlights:
- The health sector struggles with innovation
- Diverse career paths build versatile skill sets
- Finding consensus in strategy is challenging
- Strong relationships boost career success
- Data management is crucial for pharma
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, host Imran Mian sits down with Kathryn Hume, VP of Digital Channels Technology at RBC. Kathryn shares her unique career path, blending math, literature, and philosophy, leading her into the field of AI and technology. She discusses the importance of pairing technical knowledge with deep business understanding to apply machine learning effectively.
Kathryn highlights the challenges and strategies of integrating AI within RBC, emphasizing the need for strong partnerships between technical experts and business leaders. She explains how Borealis AI, RBC's research institute, focuses on practical solutions, innovative POCs, and long-term research goals to drive AI adoption in banking.
The conversation also dives into ethical AI, data privacy, and the importance of diversity in tech teams. Kathryn shares her approach to people management, stressing the value of understanding individual team members' strengths and interests to foster high performance. She concludes with advice for young professionals: focus on excelling in your current role rather than over-optimizing future career moves.
Key Highlights:
- Pair technical and business expertise for AI success
- Effective AI needs iterative design processes
- Understand and address ethical AI considerations
- Develop inclusive, diverse, and high-performing teams
- Simplify complex tech concepts for better communication
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, Mudassar Malik hosts Inanc Cakiroglu, Director of AI Analytics at mobileLIVE. Inanc shares his insights on first principle thinking, a method of breaking down complex problems into basic elements to find innovative solutions. He emphasizes the importance of starting with simple, clear problems and building up from there.
Inanc discusses his early career in telecom, highlighting the challenges of data quality and infrastructure in the early 2000s. He explains how advancements in data pipelines, computer power, and open-source libraries have revolutionized AI applications. Inanc also dives into the role of competition in driving AI adoption across various industries.
The conversation touches on the diverse applications of AI, from chatbots and knowledge management systems to healthcare and autonomous vehicles. Inanc highlights the crucial role of big data and cloud technologies in enabling these advancements. He concludes by offering advice to professionals entering the AI field, stressing the need to focus on basic use cases and robust data processes.
Key Highlights:- Use first principle thinking for AI solutions
- Competition drives AI adoption in industries
- Chatbots are improving with generative AI
- Prioritize data processes in AI projects
- Different industries have unique AI applications
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, host Imran Mian interviews Nitesh Soni, Global AI Solutions Leader at Sanofi. Nitesh sketches the diverse scope of his role as a data science practitioner, and how it enables him to navigate machine learning and AI in driving pharmaceuticals. He also talks about the significance of building a diverse team to meet consumer requirements on a global scale, ensuring that cultural sensitivities are not relegated to the background.
While talking about Sanofi’s mindset of collaboration for the ultimate good of the customers, Nitesh also sheds light on the role of AI integration in pharma, which includes automation of drug-developing processes, optimizing yields, strengthening supply chains, and facilitating marketing. Personalized and transformative solutions for healthcare professionals also make the list.
Nitesh offers advice to those looking to switch from academia to the private sector, suggesting that picking a mentor, embarking on a skill discovery endeavour, and building the necessary niche-specific skills goes a long way. He sheds light on the innovative AI-specific trends that will potentially alter the pharmaceutical world in the days to come, and believes that the future is AI, provided we navigate it with a positive mindset.
Key Highlights:
- A diverse team can better help navigate consumer requirements
- Keeping cultural sensitivities in view drives global collaboration
- AI integration in pharma is as beneficial as other sectors
- Discovering and developing skills can go a long way in the private sector
- The future is AI, if navigated with a positive mindset
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, host Imran Mian interviews Suhanniyah Carpenter, Director of Consumer Banking, Technology Lead at Royal Bank of Canada as she traces her transition from a computer science major to a director. She talks about the tussle between work and starting a family in the minds of young women in the corporate world, and suggests that the latter works out if you maintain your network and make yourself visible.
Suhanniyah clears up uncertainties around remote working, stressing upon the benefits of considering your manager your partner in career progression. She talks about focusing on why you are in the room instead of the challenges that come in your way as a woman of color. Sharing her personal experiences, she talks about how her managers helped her get over her imposter syndrome and pushed leadership opportunities her way.
The intentional focus on diversifying the talent mix encourages and delights her, for she believes that it opens doors long stuck. Suhanniyah also stresses upon having supportive conversations for career advancement as an important pillar of diversity and inclusion. She sheds light on the latest fintech advancements and changes in the landscape of consumer banking, while highlighting the ripple effects of having meaningful connections and conversations.
Key Takeaways:
- Early motherhood IS compatible with corporate success
- Remote working can pave opportunities for growth just like its counterpart
- Excelling in your field as a woman of color is not impossible
- Considering your managers as partners in your career progression works a long way
- Intentional focus on diversifying talent opens age-old stuck doors
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
This episode of Behind the Growth covers the story and insights of Mahima Poddar, Group Head of Personal Banking at Equitable Bank. In conversation with host Imran Mian, Mahima traces her corporate journey that led her to EQ Bank’s digital platform, and eventually to the leadership seat of Personal Banking at the Bank. She considers networking and diverse reading to be the hallmark of creativity, and talks about its significance in chalking out intersections between distinct domains.
Mahima also shares Equitable Bank’s philosophy of prioritizing intellect, professional energy, and cultural adaptability over experience of the nuances of Canadian banking. She talks about the year-long metamorphosis of the bank’s operating model to boost productivity and streamline team dynamics by essentially giving precedence to diagnosis over deliverables.
Emphasizing the importance of customer satisfaction as the ultimate measure of success, Mahima conveys Equitable Bank’s strategies for sustainable innovation and successful purpose-led business management. She highlights the bank's commitment to providing superior customer service and maintaining high satisfaction levels as benchmarks for success.
Key Highlights:
- Information-seeking corporate attitudes can go a long way
- Prioritizing intellect and cultural fit helps hire more diverse talent
- Customer satisfaction is the ultimate indicator of success
- Collective accountability can boost productivity
- Sustainable business models pay off more in the long-run
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, host Mudassar Malik chats with Hasan Jafri, VP of Engineering at TELUS. As they explore Hasan's extensive background, starting from his early days in Northern Virginia to influential roles in various major corporations, Hasan talks about his time at companies like IBM and Citibank, focusing on his experiences in handling large-scale operations and cloud-based initiatives.
Detailing his transition to TELUS and their strategic shift to a more integrated, API-driven approach, Hasan emphasizes the importance of enterprise architecture and engineering excellence in driving successful digital transformations. He also elaborates on innovative strategies like product-oriented architecture, stream-aligned teams, and the integration of AI and DevOps tools to boost both customer excellence as well as operational efficiency across business units.
As the conversation progresses, Hassan discusses the current state of digital transformation in Canada and the priority shifts that come with it, including a wider adoption of remote work, increase in e-commerce trends, and more focus on data privacy and security. Finally, he emphasizes the critical need for continuous learning and adaptation in the tech sector to meet changing business demands and stay competitive amidst emerging digital advancements.
Key Highlights:
- Enterprise architecture should focus on execution
- E-commerce growth necessitates digital adaptation
- Remote work increases the need for collaboration tools
- Successful digital transformations require top-down support
- Learn prompt engineering to integrate and adapt to GenAI
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, host Imran Mian welcomes Sabih Ahmed from Scotiabank, who shares his decade-long experience in deploying conversational AI. Sabih emphasizes the importance of aligning conversational AI applications with customer needs over mere cost-cutting. He explains how these technologies should focus on high-volume, low-complexity tasks to optimize operational efficiency.
Sabih also discusses the critical steps involved in developing conversational AI from identifying suitable use cases to securing executive buy-in. He stresses the need for clear business objectives and robust testing to avoid potential pitfalls, using real-world examples to illustrate common challenges and solutions.
As the conversation progresses, he covers the future of conversational AI, touching on the integration of generative AI and its potential to expand service capacities without replacing human jobs. Finally, Sabih emphasizes the importance of an AI-first organizational culture that views AI as an enhancement rather than a replacement of human capabilities.
Key Highlights:- Prioritize customer value over business cost savings
- Target repetitive, simple tasks with conversational AI
- Focus on conversational design for AI effectiveness
- Implement continuous learning for conversational AI improvement
- Define precise KPIs to measure AI performance
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, Mike Hamilton, President of GE HealthCare Canada, explores the critical role of AI and digital transformation in the healthcare sector. He discusses GE HealthCare's innovative solutions, including AI-powered technology like True Fidelity in CT scanning, which revolutionizes cardiac care by providing clinicians with detailed real-time heart images. This technological leap enhances image clarity, leading to more accurate diagnoses and better patient outcomes.
As the conversation continues, Mike elaborates on the broader implications of digital transformation in healthcare, pointing out its challenges and opportunities. He discusses the Canadian healthcare system's progress in digitizing health records and adopting telemedicine, propelled significantly by the pandemic's demands. Despite these advances, Mike highlights obstacles such as reliance on legacy systems, regulatory complexities, and cybersecurity concerns.
Looking to the future, Mike envisions a healthcare system in which AI models support clinical decision-making and predict patient health outcomes years in advance. This anticipatory approach could improve patient care, making it more proactive and personalized.
He also advocates for collaboration between technology providers and healthcare professionals to maximize the benefits of digital solutions, emphasizing the necessity of training and education to utilize AI tools effectively.
Key Highlights:- "True Fidelity" AI revolutionizes cardiac care with precise, real-time imagery
- AI in Canadian healthcare improves radiology workflows and diagnostic accuracy
- Challenges to digital healthcare include legacy systems and regulatory issues
- Public opinion favors AI enhancements in healthcare imaging
- AI's predictive capabilities are set to transform proactive patient care
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, host Imran Mian chats with Matt Collins, Chief Commercial Operations Officer at Calix, a company that transitioned from a traditional networking equipment provider to a cloud services leader. Matt shares insights into how Calix shifted from hardware to software, detailing the strategic vision, challenges, and the importance of meeting customer needs.
As the episode progresses, Matt talks about the leadership and collaboration strategies at Calix. He highlights the necessity of reskilling the workforce, hiring new talent with software and cloud expertise, and building a culture of transparency, dynamic tension, and collaborative decision-making. The conversation also touches on the challenges and advantages of remote work, highlighting the importance of technological and cultural enablement to ensure productivity and inclusivity in a virtual environment.
Matt then discusses Calix's impact on broadband service providers, emphasizing net promoter scores as a key metric of customer satisfaction and loyalty. Looking to the future, he explores the role of AI in transforming customer interactions and operational efficiency, and how broadband expansion is shaping industry economics and competition. He underscores the necessity for service providers to deliver compelling experiences to stay relevant.
Finally, Collins offers advice for aspiring leaders, encouraging boldness, resilience in the face of failure, and a focus on understanding the "why" behind actions to drive meaningful change. This episode provides valuable insights into navigating industry shifts, fostering customer partnerships, and driving impactful transformations.
Key Highlights
- Transformations require customer trust, Ops agility, and peer references.
- Foster a culture of dynamic tension and collaborative decision-making.
- Remote work thrives on technology enablement and cultural alignment.
- AI will transform customer interactions, operations, and industry competition.
- Embrace boldness, learn from failure, and focus on the “why”.
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, Imran Mian hosts Aaron Cheng, VP of Digital Health at Shoppers Drug Mart, to dive into the transformative power of digital health in pharmacy care. Aaron shares his journey from a career in engineering and digital products, through various startups, to his current role. He emphasizes the significant impact digital solutions like the PC Health app are making in Canadian healthcare, improving patient care and streamlining healthcare delivery.
Aaron discusses the challenges and opportunities in integrating digital health into traditional pharmacy models. He highlights the importance of a patient-centric approach, leveraging technology to enhance accessibility and efficiency in healthcare services. Aaron's insights reveal the potential of digital innovations to revolutionize healthcare, making it more responsive and accessible to patients' needs.
The conversation sheds light on the future of healthcare, where digital tools and AI promise to create a more connected, efficient, and patient-focused healthcare ecosystem. Aaron's experience and vision for digital health illustrate the crucial role of technology in advancing healthcare and improving outcomes for patients across Canada.
Key Highlights:- Digital health services improve patient experiences.
- Challenges of digital health include data, security, and integration.
- AI automates tasks, enhances workflows, & aids decision-making.
- Accuracy and data security are essential to build patient trust & safety.
- Online appointment booking and virtual care are crucial in healthcare.
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, Imran Mian engages with Andrea De Mauro, a renowned Data & Analytics Leader, Author, and Executive Advisor, to explore the intricacies of artificial intelligence (AI), particularly Generative AI, and its human-centric challenges. Andrea shares insights from his extensive experience, emphasizing the importance of ethical considerations and the human element in the development and implementation of AI technologies.
The conversation delves into the critical role of corporate culture and talent cultivation in driving innovation while ensuring that technology serves humanity's best interests. Andrea shares successful strategies for fostering a culture that embraces change and supports continuous learning and adaptation in the face of rapid technological advancements.
Furthermore, the episode touches on the balance between leveraging AI for business growth and addressing societal impacts, underscoring the need for executives and leaders to prioritize ethical considerations. Andrea's perspectives offer valuable lessons on navigating the complexities of AI, making it a must-listen for anyone interested in the intersection of technology, business, and ethics.
Key Highlights:- Fostering a culture of collaboration and ensuring fluency are key for AI integration
- Ethical AI requires clear understanding and governance
- The future of work involves collaboration between humans and AI
- Identify Gen AI use cases demonstrating tangible value to stakeholders
- Integrate data professionals in business with well-defined roles and responsibilities
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, Imran Mian hosts Ramzi Rahbani, VP of Product & Customer Platforms at FlightHub, to discuss digital transformation within the travel industry. With extensive experience in steering digital transformation across industries, Ramzi shares insights from both the banking and travel sectors, drawing parallels between the two and revealing how digital innovation is reshaping customer experiences and operational efficiency.
Across 13 years of leadership, Ramzi has always stood by a product-first approach. His approach to product development is deeply rooted in customer insights, showcasing his unique perspective on driving growth and adapting to the digital era's challenges.
Reflecting on his journey at FlightHub, he emphasizes the critical role of understanding customer needs and leveraging technology to create more engaging, seamless travel experiences. By focusing on user-centric product development and embracing change, he illustrates how FlightHub is setting new standards in the travel sector.
As the conversation evolves to discuss Ramzi’s perspective on the dynamic nature of the travel industry, he also touches on future trends, highlighting the role of data and customer feedback in shaping services to meet the ever-changing needs of travellers, as well as the digital channels that must be leveraged to continuously improve the user experience.
Key Highlights:
- Mobile is no longer a nice-to-have channel, but a must-have.
- Omni-channel strategies improve customer satisfaction and drive more purchases.
- It is more challenging to keep customers engaged in travel.
- Engage customers by supporting their entire journey and using outbound channels.
- Capitalize on perceived utility to deliver the best customer experience.
- Always think about how digital transformation can enable your strategy.
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this Behind the Growth episode, Mudassar Malik chats with Larry Baziw, exploring the intersection of eSIM technology and the telecom industry. They dive into how eSIMs are shaping the future, offering insights into the technology's flexibility and impact on consumer experiences. Drawing from his unique blend of interests in technology and music, and an early career in medical engineering, Larry highlights creativity and innovation as key drivers of success in the fast-evolving telecom landscape.
As the conversation transitions to the significance of customer-centric approaches in telecom, Larry emphasizes how technological advancements can enhance service and operational efficiency. He advocates for the unification of eSIM profiles in both consumer and business IoT, envisioning that this blend will lead to a truly universal SIM experience that will free consumers from being bound to specific hardware.
On the future evolution of telecom, Baziw sheds light on what will lead to a comprehensive, trustworthy environment for identity and subscription management across devices, while also advocating for traditional safeguarding measures to ensure the security of customer identity and prevent malpractice. He also stresses upon the necessity of adaptability and focusing on user needs, predicting how these factors will define the telecom industry's trajectory.
Indicating optimism in the concurrent innovation and security measures that are likely to move the eSIM landscape forward, Larry and Mudassar emphasize a need for the telecommunications industry to evolve its architecture to shift towards modern technologies like the eSIM – an evolution that requires a unification of the perspectives of both infrastructure and the subscriber experience.
Key Highlights
- eSIM technology revolutionizes telecom, enhancing flexibility for users
- Breaking OSS and BSS barriers is crucial for eSIM architecture evolution
- Unify eSIM profiles in consumer and business IoT for a universal SIM experience
- The future of telecom hinges on adaptability and focusing on user needs
- eSIMs enable secure and convenient cross-device management of personal identification and subscription services
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, host Imran Mian welcomes Sedef Akinli Kocak, the Director of Professional Development at the Vector Institute, which has played a pivotal role in advancing Canada as a hub for innovation in the global AI landscape. As Sedef reflects on her journey from academia to leading professional development in AI, their conversation highlights the Vector Institute's mission for excellence in AI research and development, emphasizing the bridge between technological advancement and industry application.
Sedef discusses the importance of sustainability in software systems and how AI can contribute to addressing the global climate crisis. Her work focuses on developing models to predict software systems' energy consumption, showcasing the intersection of machine learning and sustainability.
The conversation unveils insights into the Vector Institute's collaborative efforts both within Canada and globally. Sedef outlines the institute's partnerships across industries, aiming to foster economic growth, benefit the planet, and protect human interests while developing AI systems that remain robust, secure, and safe throughout their lifecycles. This episode sheds light on the transformative power of AI in sustainability and beyond, showcasing its potential for creating a positive impact.
Key Highlights:
- Sustainability spans five dimensions: environmental, social, economic, technical, and institutional.
- AI is useful for forecasting environmental changes, disaster response, and urban planning.
- Training AI models consumes considerable power, creating a rebound effect that needs addressing.
- Research is ongoing to assess and optimize energy consumption by different AI systems.
- Organizations must follow guidelines when developing AI systems, like ensuring benefits for humans and the planet, reflecting democratic values, and maintaining robust and secure systems.
- To get started in AI, it’s critical to understand the environment, learn the terminology, and bring your unique perspective to the table.
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this insightful episode of Behind the Growth, host Mudassar Malik engages with Nelson De Jesus, Senior Vice President and Chief Information Officer at CIBC. They dive into Nelson's unexpected journey into the banking and IT sector, revealing the serendipitous encounters and choices that shaped his career. Nelson shares his philosophy on leadership, emphasizing the importance of vision, work ethic, collaboration, and the ability to seek improvement, both professionally and personally constantly.
Nelson discusses the transformative impact of AI and generative technologies in banking, drawing parallels and distinctions with past tech trends like blockchain and crypto. He provides a nuanced perspective on the adoption of these technologies, highlighting their potential to revolutionize the financial industry while acknowledging the challenges of integrating AI into traditional banking systems.
The conversation then shifts to experiential banking and the future of digital transformation within the sector. Nelson explores the evolution of banking services, the role of smart branches, and the necessity for banks to adapt to changing customer expectations in the digital age. He underscores the continuous pursuit of innovation and the strategic importance of maintaining stability and trust in the rapidly evolving financial landscape.
Key Highlights:
- Vision, work ethic, collaboration, and commitment are cornerstones of effective leadership.
- Tailoring digital experience to the client is a process. You can’t begin at 100% right away.
- There’s optimism in AI's capabilities, especially in improving predictions and generating content.
- Banks must adapt to consumer expectations with more personalized and efficient services.
- For open banking to thrive, there needs to be a much higher participation rate.
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, host Imran Mian dives into the ever-evolving world of artificial intelligence with Yannick Lallement, the Chief AI Officer at Scotiabank. They reflect on the transformative journey of AI, particularly since the emergence of ChatGPT in late 2022, highlighting how AI has shifted from a buzzword to a crucial force reshaping business and everyday life.
Yannick shares his unique insights, shaped by a career that began with a fascination for Isaac Asimov's robot novels and culminated in his current role at Scotiabank. He discusses the intricate task of identifying suitable AI use cases for the bank and the complexities involved in leveraging AI for practical applications. The conversation provides an in-depth look at the current state of AI and its integration into various industries.
The discussion also explores the future of AI, emphasizing the increasing integration of Large Language Models (LLMs) in tools like Microsoft 365 Copilot. Yannick highlights the importance of understanding AI's capabilities and limitations, stressing that while AI can augment human productivity significantly, it's not suited for tasks requiring broader context or planning. The episode concludes with Yannick's advice for staying informed about AI advancements, suggesting engagement with resources like ChatGPT and other GPT models to understand their practical applications.
Key Highlights
- Tools don’t replace people; people with tools replace people without tools
- AI use cases in BFSIs depend on value, feasability, and risk and mitigations
- The key to having an LLM produce good results is to start with good source data
- LLMs are good for text-based tasks like summarizing, but not at planning.
- To begin with LLMs, understand the jargon, their utility, and their limitations.
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, host Imran Mian engages with Vince Gasparro, a leading figure in sustainable finance, to dissect the intertwining worlds of the financial industry, government, and environmental sustainability. The conversation opens with Vince's professional journey, highlighting his influential roles and deep-rooted commitment to climate action.
As the dialogue delves deeper, Vince shares insights on the urgent climate crisis, emphasizing the power of collective action. He underscores the vital role of innovation and public-private partnerships in combating environmental challenges, pointing to his own experiences and global conferences like COP26 and COP27 as evidence of progress and opportunity.
The episode wraps up with practical advice for businesses navigating the shift to sustainability, focusing on energy-efficient practices and investments. Vince's optimism and expertise shine through, offering listeners a blend of strategic foresight and actionable steps toward a more sustainable future.
Key Highlights:
- Climate change challenges are solvable with collective efforts
- Achieving net zero emissions will balance carbon, not reduce it to zero
- Climate tech will play an important role in offering alternatives to fossil fuels
- It’s easier to fund green initiatives versus the traditional energy sector
- Businesses can reduce their footprint and save money with building retrofits
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this inspiring episode of Behind the Growth, we celebrate Lisa Sutherland, Senior Director of Emerging Markets at Rogers Communication. More than a leader, Lisa is a dedicated advocate for diversity, equity, inclusion and belonging, and shares invaluable insights with our host, Mudassar Malik.
The episode starts with Lisa recounting her professional journey at Rogers Communication, where she has been transforming business requirements into tech solutions, bringing diversity of thought, and enabling the right experience for internal and external customers.
The core of the conversation revolves around the importance of women in technology. Lisa delves into the distinct hurdles faced by women and reflects on the pioneering roles of women in tech, highlighting their early stronghold in computer programming and the inspiring tale of the women who made their mark at NASA in the 1960s. Furthermore, Lisa underscores the importance of diversity in tech development, citing instances such as Apple's oversight of its health app and the design of crash test dummies.
As the episode draws to a close, Lisa emphasizes the crucial role of mentorship in career progression. She advocates for seeking mentors who offer a variety of perspectives and stresses the need for women to stand up for themselves. Lisa's empowering message encourages young women to stay engaged, lean into challenges, and utilize their talents and creativity to effect positive change in the world. The episode concludes with Lisa extending an invitation for mentorship and envisioning a more inclusive future for the tech industry.
Key Highlights
- Diversity & inclusivity help avoid unconscious bias
- Without leadership support, the shift will not happen
- We need more role models & peer mentorships
- The best mentorships push you out of your comfort zone
- Take the lead if you want to change the world around you
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, host Mudassar Malik engages in a thought-provoking conversation with Ryan Chong, Senior Director of Digital Service and Support at Rogers Communications. From the evolution of self-service to its future, the conversation uncovers great insights about the customer experience landscape.
As the discussion unfolds, Ryan emphasizes the pivotal role of digital self-service in not only reducing operational costs and elevating customer experience, but also being a key differentiator. The conversation takes an intriguing turn as Ryan delves into the impact of generative AI on customer interactions, personalization, and speed of innovation. He also addresses the challenges and opportunities presented by voice assistants and emphasizes the importance of rethinking experiences for these platforms.
Finally, Ryan emphasizes the importance of saving your customers time—the most valuable commodity to customers—by offering a streamlined approach that caters to individual preferences. Purposeful innovation and technologies like generative AI can unlock the full potential of the digital self-serve experience, and the insights uncovered in this episode will help you open up new opportunities to serve customers better.
Key Takeaways:
- Self-serve not only helps reduce OpEx, but is also a key business differentiator
- Voice assistance needs reinventing to cater to the complexities of customer interactions
- Gen-AI is a gamechanger; increasing the speed of innovation and helping scale quickly
- Tech and how you leverage it will determine the future of your self-serve experience
- Time is the most valuable commodity you can give back to your customer
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, host Imran Mian engages in an insightful discussion with Ujjwal Goel, Senior Director at Loblaw Companies Limited. Their conversation delves into the crucial role of data strategy within the realm of artificial intelligence and machine learning.
Ujjwal underscores the critical importance of a robust data strategy for organizations aiming to harness the full potential of AI and emphasizes that this strategy should seamlessly align with business objectives, forming the bedrock upon which AI and ML initiatives are constructed. The conversation then shifts into the intricacies of data architecture, highlighting the evolution of data warehousing to data lakes and the emerging trend of combining both in a lake house concept.
Finally, the podcast delves into the evolution from centralization to decentralization in data management, advocating for a hub-and-spoke model that balances centralized governance with decentralized execution. Ujjwal also addresses the ethical dimensions of AI, underscoring the pressing need for organizations to cultivate responsible AI practices. As AI continues to reshape industries, this episode offers invaluable insights for senior executives and professionals seeking to effectively integrate data and AI strategies into their organizations.
Key Takeaways
- The evolution of data management has accelerated AI adoption.
- Aligning your data strategy with your business goals is crucial.
- Implementing ethical frameworks in AI adoption is integral to a company’s strategy.
- AI adoption may impact jobs but promises a brighter future for everyone.
- Embracing AI now is essential for growth and scalability.
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In the latest episode of Behind the Growth, host Mudassar Malik is joined by Luca Maraschi, Co-Founder and CEO of Platformatic. Luca shares his rich career journey, from working in various roles in different industries, including gaming and tech, to founding and exiting various companies.
Luca discusses the importance of different perspectives, emphasizing how working with large customers across various verticals has been a significant source of inspiration for him. He highlights his belief that working with great people and drawing inspiration from them is essential in building successful startups.
The conversation shifts to the inception of Platformatic, inspired by recurring challenges across various contexts. Luca discusses the dual costs of decision-making and building foundational pieces, setting the stage for a deeper dive into back-end development and scalability.
Finally, Luca and Mudassar explore 5G's role in enabling intelligent components. Luca talks about 'people scalability' and network scalability, before discussing AI's practical applications behind-the-scenes on Platformatic. The episode wraps up with Luca's advice for aspiring entrepreneurs, underscoring product evolution, problem empathy, and the value of seeking industry guidance.
Key Takeaways:
- Simplifying repetitive tasks enhances creativity.
- Off-the-shelf products work for a short term, but long-term investments require customization and creativity.
- Instead of just building a product, focus on creating a robust platform that delivers value.
- Build platforms that can adapt and grow with the needs of the users.
- Seek connections with CEOs and industry leaders—they have walked your path before.
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, join Mudassar Malik as he sits down with Managing Director of ASG and Simplii Financial, Jimmy Dinh. Jimmy describes his university days as a computer engineer during the transformative dot-com boom, shedding light on the challenges and opportunities he encountered at the start of his career. He was inspired not only by the technology itself, but also by the business of technology and the entrepreneurial spirit he encountered while working in Silicon Valley.
The conversation shifts to innovation, emphasizing the need for execution rather than treating it as theater. The essence of innovation, whether incremental or disruptive, always aims to improve lives. Jimmy emphasizes that it's crucial to recognize that success doesn't happen overnight; it often follows numerous failed attempts and iterations. The discussion then turns to AI, which Jimmy sees as an emerging platform for innovation across industries, including finance. Once again simplicity is important; it’s crucial now to separate what is true AI innovation and what is noise.
Finally, Jimmy offers advice to his younger self, advocating for taking more calculated risks, gaining exposure across various industries, aligning oneself with growth and learning, and working in environments that promote change. He stresses the importance of finding inspiring mentors, presenting these elements as key ingredients for success.
Key Takeaways:
- Avoid innovation as theatre; the real value lies in its execution
- Whether incremental or disruptive, innovation should always better lives
- Success doesn’t happen overnight; it takes several failed iterations to get there
- AI is the next innovation platform for all industries, including financial
- It’s easier to complicate things than keeping it simple
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In the latest episode of Behind the Growth, host Mudassar Malik engages in a candid conversation with Sorin Hogiu, an Agile Transformation Leader. Sorin's incredible tech journey, spanning across countries and industries, started in Romania and led him to extraordinary experiences. He shares insights from his early forays into networking, his transition to software development, and his eventual immersion into the financial sector.
Diving deeper, Sorin elaborates on the essence of Agile transformation. He emphasizes its iterative nature, the importance of fostering a bottom-up decision-making culture, and the value of customer collaboration. The episode sheds light on how Agile methodologies can be tailored to fit different team dynamics and the significance of experimentation in achieving optimal outcomes.
And as we wrap up this eye-opening episode, Sorin leaves us with some golden nuggets of wisdom. Agile team dynamics, the delicate balance of seniority, and the undeniable role of fun in creating a productive and innovative work environment—these are the ingredients that Sorin believes will steer your agile transformation journey towards success.
Key Takeaways:
- Agile transforms how organizations collaborate and deliver value
- Transformation will not happen overnight; be strategic
- The success of Agile isn't just about the process; it's about the people
- The balance of hybrid working model is suited for agile transformations
- Start with a small number of teams, and gradually scale up to more
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
Join host Imran Mian in this captivating episode of Behind the Growth as he dives deep into the world of AI and digital engagement with Robert Simon, the Senior Manager of Digital Adoption at Bell Media. Prepare to be inspired as Robert takes us on a fascinating journey, from his initial discovery of passion for digital technologies to his current role in the telecom industry, where he empowers businesses to embrace the power of digital transformation.
Throughout the conversation, Simon unravels the complexities of Artificial Intelligence (AI), shedding light on the crucial role that customer engagement and digital adoption play in achieving success. Discover the secrets to understanding customer retention and crafting personalized experiences that leave a lasting impact.
But it's not all smooth sailing on the path to digital transformation. Robert also addresses the challenges faced, particularly in the realms of data management and customer segmentation. Gain invaluable insights into overcoming these hurdles and driving your business forward.
As the episode draws to a close, we catch a glimpse of the future of digital transformation, carefully exploring the delicate balance between digital and human touchpoints. With Robert’s expert insights, you'll walk away armed with practical strategies to thrive in the dynamic digital age.
Key Takeaways:- Personalization is crucial for successful digital adoption.
- Deep linking can direct customers to specific products and enhance engagement.
- Customers still need a human touch in AI experiences.
- Data points are essential to creating personalized customer experiences.
- The right prompts willl provide authenticity and value in AI results
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, host Mudassar Malik sits down with Chris Madan, VP of Digital Sales & Service at TELUS. Chris shares his unique career journey across Aviation, Financial Services and Telecommunications, emphasizing the common thread - a focus on customer experience. As the custodian of TELUS's digital storefront, Chris and his team are on a mission to humanize digital experiences and the digital customer journey.
Chris touches on AI and its role in bridging the gap between being data-rich and insight poor. He also discusses the potential of AI to process vast amounts of information and deliver hyper-personalized experiences at scale. But it's not just about machines and algorithms. Chris emphasizes the vital importance of the human touch, showing up in those critical moments that truly matter to clients, a key differentiator between machines and humans.
Beyond the excitement of AI, this conversation then delves into the ethical considerations surrounding its use. Chris passionately advocates for responsible AI implementation, ensuring fairness, transparency, and privacy for all. He underscores the need to be cautious and thoughtful in embracing these groundbreaking technologies, acknowledging the potential risks while maintaining a sense of optimism about the future.
If you want a glimpse into the fascinating world of AI, digital sales, and customer experience, this episode offers an abundance of valuable insights. Join Mudassar and Chris as they unravel the profound impact of technology on the future of client interactions.
Key Takeaways:
- Build a culture that embraces AI for positive change and the right outcomes
- Artificial Intelligence will bridge the gap between data-rich and insight-poor tools
- Hyper-personalization will finally take place, especially in moments that matter
- With all the tech availabe, the key is in stitching them together to deliver value
- Embrace AI responsibly with fair practices, guardrails, and transparency
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, Imran sits down with Corby Fine, a marketing leader, to discuss the ever-evolving world of digital. Corby discusses the shift in investments toward. the inner workings of a digital business, emphasizing the critical importance of flexibility and adaptability in today's rapidly evolving digital landscape.
As a respected voice in the industry, Corby stresses how important it is to know your customer and understand their journey with your brand.
Corby provides insights about pivotal decision points in a career, underlining the balance between retaining technical expertise, while gaining soft skills and transitioning into a leadership role.
Closing on an introspective note, Corby imparts advice to his younger self, stressing the freeing acceptance of life's inherent uncertainty. This episode is a candid examination of the professional journey in the digital era, rich with insights from our digital marketing expert.
Key Takeaways
- Developing both technical and leadership skills benefits you in the long run.
- People skills will open doors in your tech career, despite being undervalued.
- Tech companies must personalize their approach to digital customer interactions.
- Career pivots are rarely planned; take your best opportunities as they come.
- The only certainty in life is uncertainty; so embrace it.
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
Join Mudassar Malik in this episode of Behind the Growth as he sits down with Gaurav Bhatia, CMO at PenFed Credit Union, to uncover the secrets behind PenFed’s success, which according to Gaurav, are anchored in their people and culture.
Gaurav shares how critical it is to be part of a team that believes in the company's vision and is motivated to work toward a shared goal. In addition, a leadership team willing to support other teams' initiatives and help them define and overcome their pain points is the prerequisite for business growth.
Finally, Gaurav shares PenFred’s involvement in the community and how they give back to it, aiming to become its trustworthy partner. The conversation also touches on how company culture is critical for attracting and retaining customers. He also suggests that finance professionals should master the skill of listening to understand customers' needs; it's the only way to respond to demand and pivot when necessary.
Key Takeaways:- Adopt a business first and marketing second mindset.
- Success is driven by its people and culture.
- Marketing is an investment, not an expense.
- Agility is critical for meeting customer needs.
- Community matters; give, and it’ll give back to you.
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of the Behind the Growth podcast, we delve into the insightful perspectives of Faisal Kazi, the President and CEO at Siemens Canada, on the vital aspects of business leadership. Faisal emphasizes adaptability and learning from mistakes as crucial aspects of change management. He also discusses the importance of continuous learning and feedback in creating a progressive work environment.
The conversation highlights the concept of blameless culture, focusing on finding solutions instead of assigning blame. Faisal believes that embracing human imperfections leads to building strong teams and fosters organizational growth.
The episode concludes with Faisal's passion for corporate social responsibility. He explains how Siemens integrates giving back into its core values, reinforcing the belief that a company's purpose should be to benefit society.
This episode is a must-listen for anyone seeking to understand the nexus between effective leadership, team-building, and social responsibility.
Key Takeaways- Take “extreme ownership” of your work, even your mistakes.
- Demand critical feedback to foster continuous learning.
- The purpose of a company is to create benefit for the society.
- Corporate generosity and corporate success are linked.
- No one person is perfect, but a team can be perfect.
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode, host Mudassar Malik sits with Laura McCutchan, a seasoned UX professional. McCutchan emphasizes the importance of effective communication within teams, sharing personal experiences on how it influences project outcomes. She speaks of the power of inclusive conversation, shedding light on the significance of consultation and collaborative decision-making in UX design.
McCutchan further discusses the necessity of striking a balance between feedback, negotiation, and execution in the development process. She underscores the critical role of early discovery and research, cautioning against compromising these for expediency, as it often leads to quality issues down the line.
Finally, McCutchan imparts her advice to fellow designers: always ask "why." She advocates for a problem-solving approach, focusing on serving the users rather than merely creating aesthetic designs. She stresses the importance of understanding the purpose behind every design requirement, making "why" an integral part of the design process.
Key Takeaways
- Every client relationship demands a unique approach.
- Always ask the question, “Why are we doing this?”
- Cutting corners in user research comprises quality.
- Inclusive developers improve project outcomes.
- Balance feedback, negotiation, and execution.
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
Pricing is complex but one of the biggest growth levers–even in a dire economy, and It continues influencing customer decisions. So invest in getting it right.
In this episode of Behind the Growth, we invited Vice President of Marketing at Revenue Analytics, Michael McCunney, to share what successful Revenue Management is all about and how you can price to balance customer value and business growth.
Key Takeaways- Pricing is one of the biggest growth levers
- Price to balance customer value and business growth
- Pricing plays a critical role in the customers' journey
- Revenue tech without humans won’t get the best results
- Use data to reduce pricing frictions with your finance
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
In this episode of Behind the Growth, we are joined by Saeed Otufat-Shamsi, the Director of Information Systems in Customer Care Portfolio at TELUS, to discuss all things digital transformation. Saeed introduces the term ‘humanized digital transformation’ going beyond technology and process into a customer-centric culture.
As he says, business growth will depend on retaining existing customers, not attracting new ones at all costs. He also discusses the ideal team mindset, with leaders being the coaches — not managers — focused on bringing in and retaining top talent who are motivated to work on a shared goal.
Key Takeaways:- Digital transformation is not just about technology
- The focus now is on how corporations interact with end users
- The main trend in the industry = how to simplify the customer experience
- Your customers are in the control seat
- Build the right mindset with the right talent in your organization
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
With over 900,000 businesses in Canada and 95,000 new companies registered every year, it's clear that the Canadian startup scene is booming. Adding to that, small and mid-sized businesses contribute 50% to Canada's GDP and employ 13 million Canadians—so embracing and supporting Canadian entrepreneurs is more important than ever.
On this episode of Behind the Growth, Imran is joined by Liesl Mulholland and Isabel Nolan from Startup Canada, a non-profit organization dedicated to helping Canadian startups grow. Isabel leads Startup Women, empowering female-identifying entrepreneurs, while Liesl heads Startup Global, helping Canadian startups expand internationally.
Together, they'll share the impact of their programs, initiatives, and vision for Canada's entrepreneurial landscape. Whether you're just starting out or already growing your business, this episode is packed with valuable insights to succeed in the ever-changing world of startups.
Key Takeaways:
- Startup Canada is a gateway to your entrepreneurial peers
- Supporting women entrepreneurs = supporting a nation
- The support you need is out there: Startup Canada can help you get it
- The global market is within reach
- You could be 6 months or 5 years into your journey, but Startup Canada will help you reach your goals
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
What is the difference between a good and a great company? Mindset! While building a high-performing team is important, true success comes from a culture of acceptance, inclusivity, and recognition. And for that, you need to shift your mindset.
Join us on this episode of Behind the Growth as Lisa Sharapata, Chief Marketing Officer at the Arbinger Institute, shares what got her interested in marketing, what it’s like being a CMO, the difference between an inward and an outward mindset, efficient vs growth-at-all-cost mentality, and how a mindset transformation impacts organizations.
This is an insightful conversation that will inspire you and your company to greater success!
Key Takeaways:
- With a growth-at-all-cost mentality, you are not going to get the most out of people
- Your people are where you’re going to find the turnaround in your business
- An inward mindset means putting yourself first—because of insecurity or ego
- An outward mindset means you put others’ needs and the bigger picture first
- Transforming mindsets can increase desired results by 4x
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
A high-performing team is a reflection of its leader and vice versa. And according to our guest Lino Caccavelli, VP of Direct Financial Services at Simplii Financial, it all starts with an ambitious leader. How the leader designs and builds the team, and fosters collaboration. But most importantly—focuses on progress and not perfection.
Lino also shares why he decided to study software development, his career journey, and the importance of mentors in his professional development.
Get ready to learn the essentials of building a winning team in this inspiring and informative episode of Behind the Growth!
Key Takeaways:
- Every young professional could use a good mentor
- A well-connected team is a prerequisite to overall company growth
- Find creative ways to mitigate cultural/geographical differences in your team
- Emotional intelligence is key to cultivating success in your team
- To motivate your team in the long term, you need to measure their successes (and misses)
- Having leaders in Design, Delivery, and Ops is great, but how they collaborate is key
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
You don't have a sales, marketing, customer success, or product problem. You have a Go-To-Market problem. Recognizing this requires a shift in mindset: you must operate together.
So if you are part of sales, marketing, product, customer success, or executive leadership, unite your teams around go-to-market. Use it as the catalyst, celebrate it together, and your business will flourish.
In this episode of Behind the Growth, Judd Borakove, the chief growth and community officer at GTM Partners, joins our host Mudassar Malik to discuss what go-to-market (GTM) is, who owns it, its top five challenges, the new motions, and the CAT framework.
Key Takeaways:
- Go-To-Market is hard. It’s challenging and a great unifier as well
- There isn’t a company out there that has all of the GTM on lock
- The CMO or CRO may implement GTM, but its true owner is the CEO
- Struggling to articulate your value (ROI) is resulting in customer churn
- The CAT Framework is one of the most important components of GTM
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
Starting a business or finding the right people to support your idea may not be that challenging, but growing your business is tricky as it requires many sacrifices. Because of this, many people either give up from a lack of motivation or lose it in the process of growing their business.
It’s critical for everyone beginning their entrepreneurial journey – or looking at how they can grow their company – to find brilliant examples and talk to people who have overcome obstacles and never stopped believing in their goals.
In this episode of Behind the Growth, we welcome Jahan Ali, the Founder and CEO of mobileLIVE. Jahan has prolific entrepreneurial experience and is currently running three businesses! We asked him to join us on the show to share his professional path, how he overcame bumps on the road, and the lessons he learned that helped him achieve success.
Key Takeaways:
- Hard work and staying motivated always pays off
- If you are persistent, opportunities will come to you
- Hire people smarter than you, and then listen to their points of view
- Don’t be afraid to start from the bottom
- There is no single recipe for success—but humility will take you far
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
Lionel Messi said, ''It took me 17 years and 114 days to become an overnight success.'' But it doesn't seem like that from the outside. We often think people like Messi are very lucky. Therefore, it is critical to hear their stories and learn what it means to grow professionally. As our guest says, ''With a bit of hard work, a lot of brains, and some luck, you can do it.''
Frank Baylis, the executive chairman of Baylis Medical Technologies, joins our host Imran Mian to share what it is like to Innovate in a highly regulated space such as healthcare as well as the challenges he faced and the lessons he learned along the way.
Key Takeaways:
- Business growth is best described using three words: trial and error
- In strictly regulated markets, users and opinion leaders are key to innovation
- As a new entrepreneur, challenges are inevitable—no matter the industry
- Growing from distributor to innovator is not an overnight transition
- Start in a small market before you take on larger competitors
Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.
Episode Summary:
Growing a business is like preparing a delightful dish. And just like you can't bake a cake without the right ingredients, you can't grow a business without the right focus.
In this episode of the Behind the Growth podcast, our host Imran Mian welcomes Hussain Qureshi, the president of mobileLIVE. They chat about the prime drivers of business growth, why people are your greatest asset, and how to create customer intimacy.
Key Insights:⚡ A great digital experience is about delighting the customer. Cooking and business are more similar than you might think. They both require the right ingredients to create a delightful result. Hussain explains, "I'm really delighted that you made that connection because curating different spices and different ingredients to create a flavour, just like a chef does — I think the same analogy can be deployed in creating a digital experience in our day-to-day lives. And it's actually using different technologies, frameworks, and toolsets to curate an experience for the end customer. So, it's a perfect analogy that you have drawn. I'm like a chef."
⚡The prime driver for this growth is solving customer problems. Many factors contribute to the success of a company. But one of the critical drivers for business growth is solving your customers’ problems. Hussain explains, "There are two types of pivoting that we have done over time. Number one was the technological pivoting — from testing into development into consulting. And then, the second one is the client side of the pivot — pivoting from the telco sector into the financial sector and then into the retail sector. So that is how we grew; the foundation of all this has been solving customer problems and making sure we have a better-than-industry customer and employee retention and engagement, and then building on that to deliver a great customer experience for our end users."
⚡Your employees play a pivotal role in your organization's growth. There's a reason we say that people are your greatest asset in business. Hussain says, "Specifically, when you are talking about an organization that has around 400 employees, it's basically people who are very important. The first thing we did was to make sure we have our own internal recruitment, and we are less reliant on external agencies for our recruitment because choosing the right set of people who echo the same values, as well as reflect the same culture that the organization has, is very critical to growth. So, that has been the number one thing that has been important for our growth. Number two is making sure that people are engaged, and they are committed to the vision and mission of the company."