Fred walks through how Peregrine pulls the config files, endpoints, and integrations most system admins can't even access through their platform's UI into a single, unified view, and how it monitors every connection point (APIs, DIDs, TFNs, MCPs, and more) so admins get an alert the moment something starts to fail, instead of finding out from a customer complaint. Gina and Fred also get into who Peregrine is really built for, why the free Discover tool is a deliberate bet on giving system admins the credit (and tools) they rarely get, and where Fred sees this heading as contact centers keep adding more AI, more platforms, and more complexity. 

✅ Why config files and API endpoints are the hidden fail points nobody's monitoring 
✅ How Peregrine brings dev-to-production style tooling to contact center admins 
✅ Who should be looking at Peregrine right now, and who it isn't built for yet 
✅ Why the core Discover tool is free forever 
✅ What's next as Peregrine expands beyond CCaaS 

⏱️ Timestamps (approximate, final times may shift slightly after edit) 
0:00 – Welcome back, Fred! 
0:30 – Quick recap: what Cloud Tech Gurus does 
1:27 – Introducing Peregrine: the elevator pitch 
4:54 – When (and why) a company needs Peregrine 
8:04 – Who the ideal customer is right now 
10:51 – Free access, early adopter program, and the pricing philosophy 
13:14 – The system admins nobody's giving credit to 
15:06 – Why CCaaS and CRM aren't going anywhere 
18:41 – Rapid fire with Fred 

To learn more about Peregrine and access Discover for free: https://www.peregrinelabs.io/ 

📎 Follow us on LinkedIn for insights and updates https://www.linkedin.com/company/the-tech-matchmaker-podcast/ 
📺 Subscribe on YouTube: https://www.youtube.com/@ThinkForwardLLC 
🎧 Listen and subscribe on Apple Podcasts: bit.ly/3ScRty0 
🎶 Never miss an episode on Spotify: bit.ly/4wyEBAc 
📩 Want to learn more? Reach out to Gina Gibson at info@thnkforward.com 

#CCaaS #Peregrine #ContactCenterTech 
#GinaGibson #TechMatchmaker 

🎙️ New Episode Dropping Soon! 

Most CX leaders can name every vendor in their contact center stack. Way fewer can tell you what's actually happening inside it. 👀 

Fred Stacey, CEO of Cloud Tech Gurus, is back on The Tech Matchmaker for round two, this time talking about Peregrine, the platform he co-founded to give contact center admins visibility they've never had. 

🔍 How to catch a problem, like a dead toll free number or a broken system connection, before a customer has to tell you about it 
🛠️ A single dashboard that shows admins everything running across their contact center platform, even the parts they normally can't see 
💸 Why Fred is making the core tool free for any team that wants to try it 

📅 Episode drops 9/10 

📺 Subscribe on YouTube: https://lnkd.in/gyxEhstb 
🎧 Listen and subscribe on Apple Podcasts: bit.ly/3ScRty0 
🎶 Never miss an episode on Spotify: bit.ly/4wyEBAc 
📩 Want to learn more? Reach out to Gina Gibson at info@thnkforward.com 

#TechMatchmaker #GinaGibson #ThinkForward #Peregrine #CCaaS 

In this episode, Gina Gibson sits down with Nate to talk about the "servant challenger" mindset, the organizational silos he calls the Great Convergence, and why the Edelman Trust Barometer says leadership trust is at an all-time low right now. Nate also shares a real transformation story about an organization getting "addicted to customer curiosity," and previews what's next for CX Accelerator, including an International CX Day event live in Nashville on October 6th. 

In this episode: 
✅ Why CX Accelerator was born out of feeling like the only CX person in the room 
✅ The "servant challenger" mindset: earning the right to push people to be better 
✅ The Great Convergence: why CX, service, marketing, and IT can't keep operating in silos 
✅ A real example of an organization getting "addicted to customer curiosity" to break out of reactive service 
✅ Why the AI conversation at Customer Contact Week (CCW) finally sounded mature this year 
✅ The Edelman Trust Barometer and why leadership trust is at an all-time low 
✅ What's coming next for CX Accelerator, including International CX Day on October 6th 

⏱️ Timestamps (approximate, final times may shift slightly after edit) 
0:00 – Welcome, Nate Brown 
0:38 – Fun facts: pickleball, disc golf, and life in Middle Tennessee 
1:31 – The origin story of CX Accelerator 
3:32 – Who CX Accelerator is really built for 
4:38 – Nate's day to day and the "servant challenger" mindset 
7:10 – The Great Convergence: why CX, service, marketing, and IT can't stay siloed 
9:42 – What happens when companies buy AI in silos too 
10:49 – A real transformation story: getting a team addicted to customer curiosity 
13:42 – What's next for CX Accelerator, including International CX Day 
14:53 – How the conversation at CCW changed this year 
15:46 – Why employee experience is finally getting attention 
17:48 – The "jet ski in a storm" problem with rushing into AI 
18:54 – The Edelman Trust Barometer and today's leadership crisis 
20:18 – Rapid fire with Nate 

📎 Follow us on LinkedIn for insights and updates: https://www.linkedin.com/company/the-tech-matchmaker-podcast/ 
📺 Subscribe on YouTube: youtube.com/@ThinkForwardLLC 
🎧 Listen and subscribe on Apple Podcasts: bit.ly/3ScRty0 
🎶 Never miss an episode on Spotify: bit.ly/4wyEBAc 
📩 Want to learn more? Reach out to Gina Gibson at info@thnkforward.com 
🌐 Explore CX Accelerator: https://www.cxaccelerator.com/ 
✍️ Get to know Experience Nate: https://www.experiencenate.com/ 

#TechMatchmaker #GinaGibson #ThinkForward #CXAccelerator #CustomerExperience #CXLeadership #ServantLeadership #EmployeeExperience #InternationalCXDay #CCW #ContactCenter #CXStrategy #TrustInLeadership #RadicalCandor 

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Most leaders think a CX problem gets solved with more technology. Our guest says it starts with trust, and skipping that step is why so many transformation efforts stall out before they ever get traction. 

Gina Gibson sat down with Nate Brown, founder of CX Accelerator, the nonprofit community he built after feeling like the only CX person in the room back in 2018. What started as a handful of friends comparing notes has grown into a global resource equipping CX professionals at every stage of their career. In this episode, Nate and Gina get into: 

🧠 The "servant challenger" mindset: why you have to earn the right to push someone to be better, and what happens when leaders skip straight to the challenge 
🌊 The Great Convergence: why CX, customer service, marketing, and IT can't keep operating in silos anymore, especially now that AI is forcing the issue 
📉 A sobering stat from the Edelman Trust Barometer on where leadership trust actually stands right now 
🎯 Why sending your team off with "just go use AI" is like handing them a jet ski in the middle of a storm 
🐔 What life looks like outside of CX: pickleball, disc golf, chickens, and a cut flower garden in Middle Tennessee 

If you're leading a team through change right now, this conversation will hit close to home. 

📅 Episode drops 9/3 

📺 Subscribe on YouTube: https://lnkd.in/gyxEhstb 
🎧 Listen and subscribe on Apple Podcasts: bit.ly/3ScRty0 
🎶 Never miss an episode on Spotify: bit.ly/4wyEBAc 
📩 Want to learn more? Reach out to Gina Gibson at info@thnkforward.com 

#TechMatchmaker #GinaGibson #ThinkForward 
#CXAccelerator #CustomerExperience #CXLeadership #ServantLeadership #EmployeeExperience #InternationalCXDay #ContactCenter #CXStrategy #TrustInLeadership #Leadership 

The Tech Matchmaker Podcast welcomes back Aaron Symbolik, AI Orchestration Consultant at Krista, for his second appearance with host Gina Gibson. A year has passed since his last visit, and this episode is a full check-in on how Krista's platform, and Aaron's view of AI strategy, has evolved. 

The conversation covers three things nearly every company is dealing with right now, whether they realize it or not: uncontrolled token spend, security gaps caused by unmanaged AI agents, and the temptation to chase big AI use cases before doing the foundational work. Aaron lays out a practical alternative, starting with what he calls the enterprise brain and moving into how Krista governs AI costs and access before problems compound. He also explains how Krista's document understanding agent handles unstructured data more reliably than traditional OCR, why building workflows in natural language removes the need for a developer, and shares two client examples, a security company and a utility company, where this approach solved very different operational problems. 

In this episode: 
✅ What the "enterprise brain" is and why it's the right place to start an AI strategy 
✅ How LLM access governance gives companies visibility and control over token spend 
✅ The security risk behind unmanaged AI agents, known as agent sprawl 
✅ How Krista's document understanding agent goes beyond traditional OCR 
✅ Why natural language workflow building removes the need for a developer 
✅ Two real client examples, in security and utilities 
✅ Who Krista is the best fit for today 

⏱️ Timestamps (approximate, final times may shift slightly after edit) 
0:00 – Welcome back, Aaron 
0:31 – A refresher on what Krista does 
1:27 – The elevator pitch and the core problems Krista solves 
3:22 – Token expense management, the number one issue right now 
9:22 – Deterministic logic versus probabilistic AI 
10:08 – Security concerns and agent guardrails 
11:50 – The document understanding agent explained 
14:08 – What sets Krista apart from other platforms 
16:32 – The ideal Krista customer profile 
17:49 – Client examples: security and utilities 
20:07 – Rapid fire with Aaron 

📎 Follow us on LinkedIn for insights and updates https://www.linkedin.com/company/the-tech-matchmaker-podcast/ 
📺 Subscribe on YouTube: youtube.com/@ThinkForwardLLC 
🎧 Listen and subscribe on Apple Podcasts: bit.ly/3ScRty0 
🎶 Never miss an episode on Spotify: bit.ly/4wyEBAc 
📩 Want to learn more? Reach out to Gina Gibson at info@thnkforward.com 

#AgenticAI #AIOrchestration #EnterpriseAI #AICostManagement #LLMGovernance #AIStrategy #NoCodeAutomation #CXTech #AgentSprawl #AIGovernance #WorkflowAutomation #EnterpriseAutomation #AISecurity #IntelligentAutomation #AIatScale #DocumentAutomation #ProcessAutomation #B2BTech #EnterpriseTech #DigitalTransformation #GinaGibson #TechMatchmaker 

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🎙️ New Episode Dropping Soon! 

Quick question: do you actually know what your company is spending on AI tokens right now? Most leaders don't, until the bill doubles overnight and nobody can explain why. 

Gina Gibson sat down with a familiar face this week: Aaron Symbolik, AI Orchestration Consultant at Krista, back on the show one year after his first appearance. A lot has changed at Krista since then, and Aaron came back with a much sharper answer to a question every company is quietly wrestling with: what does a mature AI strategy actually look like, and where do you even start? 

His answer isn't another flashy use case. It's building what he calls the enterprise brain first, then getting real visibility into AI spend before it spirals, then locking down the security gaps most companies don't even know they have. He even brings up a recent incident where an AI agent duplicated itself and slipped into another software application entirely, the kind of thing that keeps security teams up at night. 

Here's a preview of what we're covering: 

🧠 The "enterprise brain" concept, and why it should come before any flashy AI use case 
💸 Where token costs actually go, and how to stop losing money once you hit critical mass 
🔐 Agent sprawl, the security blind spot most companies don't know they have yet, and a real example of an AI agent going rogue 
🗣️ Building automations by just describing what you need in plain language, no coding required 
🔌 How Krista connects directly into tools like Salesforce, Zendesk, and Jira 
🏢 Two client stories, one in security and one in utilities, that show all of this playing out in the real world 

If AI spend, AI security, or AI strategy in general has been on your radar lately, block off ten minutes for this one. It's worth it. 

📅 Episode drops 8/27 

📺 Subscribe on YouTube: https://lnkd.in/gyxEhstb 
🎧 Listen and subscribe on Apple Podcasts: bit.ly/3ScRty0 
🎶 Never miss an episode on Spotify: bit.ly/4wyEBAc 
📩 Want to learn more? Reach out to Gina Gibson at info@thnkforward.com 

#TechMatchmaker #GinaGibson #ThinkForward #Krista #AgenticAI #AIOrchestration #EnterpriseAI #TokenManagement #AICostManagement #LLMGovernance #AIStrategy #NoCodeAutomation #AgentSprawl #AIGovernance #WorkflowAutomation #EnterpriseAutomation #AISecurity #IntelligentAutomation #AIatScale #Season2 

Today, Vintel AI monitors tens of billions of behavioral signals across tens of millions of websites, expanding toward one hundred million, to identify people and businesses actively searching for a product or service right now. Once their AI confirms real intent through a thirty point check, it matches that anonymous signal to a full identity, all without listening to or following anyone. 

In this episode, Ulysses joins Gina Gibson to break down how the identity graph actually works, why real time intent beats static or predictive data, and the exact onboarding sequence that's helping clients see results in days instead of months. 

What you'll learn: 

🧩 How everyday moments, like connecting to free airport wifi, opt you into the identity graph that powers this kind of targeting 
🔍 The difference between being "listened to" and being served by compliant, signal based intent data 
📊 Why Vintel AI's ideal customer profile spans nearly every B2B and B2C industry 
📈 The client story behind a three to four day accuracy confirmation and a booking surge that followed 
📩 The recommended sequence before a single cold call: email, then certified text, then digital, then the phone 
🤖 How Ulysses keeps Vintel AI ahead of a market that shifts every few months, and the one hire that makes it possible 
🎁 A first of its kind offer for Tech Matchmaker listeners: a free consultation and 1000 data profiles at no charge 
🎤 A rapid fire round covering silence on the road, a barking dog at 3am, and a future in photography 

📣 Exclusive offer: Schedule your free in market preview with Vintel AI and receive 1000 data profiles at no cost. 

Timestamps: 
00:00 Welcome to The Tech Matchmaker, introducing Ulysses Alvarado and Vintel AI 
00:34 The Vintel AI elevator pitch 
01:22 From IBM to marketing to founding Vintel AI 
02:51 Sixty billion signals, eighty million websites, and the scary coincidence of instant retargeting 
03:31 How the identity graph works, and why it's compliant by design 
06:38 Who Vintel AI serves, and a client success story from the contact center space 
07:35 Why the ideal customer profile is B2B and B2C, and how that differs from competitors 
09:49 The onboarding playbook: email, text, digital, then the call 
13:34 Staying ahead in a fast moving AI market 
16:43 A first of its kind offer for our listeners 
17:51 Rapid fire round 
18:55 Closing thoughts 

📎 Follow The Tech Matchmaker on LinkedIn: linkedin.com/company/the-tech-matchmaker-podcast/ 
📺 Subscribe on YouTube: youtube.com/@ThinkForwardLLC 
🎧 Listen and subscribe on Apple Podcasts: bit.ly/3ScRty0 
🎶 Never miss an episode on Spotify: bit.ly/4wyEBAc 
📩 Want to learn more? Reach out to Gina Gibson at info@thnkforward.com 

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You mention something to your spouse at dinner, and thirty seconds later an ad for it shows up on your phone. It feels invasive. It's actually not how the best intent data works, and that distinction is the whole business. 

In the upcoming episode of The Tech Matchmaker, Gina Gibson sits down with Ulysses Alvarado, Founder and CEO of Vintel AI, to talk about how real time consumer intent data is changing the way B2B and B2C companies find their next customer. 

Here's what we're diving into: 

🔍 How Vintel AI tracks tens of billions of behavioral signals across tens of millions of websites without listening to or following anyone 
🧩 The identity graph, and how anonymous browsing signals get matched to a real, high intent buyer 
📈 Why one contact center software company booked more meetings in three days than they had in a month with their previous list provider 
📩 The multi channel sequence Vintel AI recommends before a single cold call ever happens 
🎁 A limited time offer Ulysses is making available exclusively to Tech Matchmaker listeners 

If you're looking for a smarter way to find buyers who are actually ready, this one is worth your time. 

📅 Episode drops 8/20 
📎 Follow us here on LinkedIn for insights and updates 
📺 Subscribe on YouTube: youtube.com/@ThinkForwardLLC 
📩 Want to learn more? Reach out to Gina Gibson at info@thnkforward.com 

#TechMatchmaker #GinaGibson #ThinkForward #VintelAI #IntentData #LeadGeneration #MarTech #SalesIntelligence 
#B2BMarketing #B2CMarketing #ArtificialIntelligence #ConsumerIntelligence #DigitalMarketing #RevenueGrowth #GrowthMarketing #Season2 

Before founding Simple AI, Cat studied computer science and math at MIT, built backend systems for Facebook Newsfeed and Instagram Stories, and led engineering and product at Y Combinator, where she met her co-founder and got an early look at the technology that became the modern AI boom. Today, Simple AI builds voice and conversational agents for B2C companies handling high volumes of customer interactions across phone, email, SMS, and web chat, along with automated quality monitoring and agent assist. 

In this episode, Cat and Gina get into why so many AI voice deployments underdeliver, what Simple AI does instead, and the real story behind a 10 day deployment for a hundred year old direct to consumer brand. 

What you'll learn: 

🧠 How Simple AI studies your best performing human reps to identify exactly what they do differently, then trains its AI on those patterns instead of a generic script 
📉 The two biggest mistakes buyers make when evaluating AI voice vendors, and why the cheapest option usually costs more in lost retention and CSAT 
💰 Why sales leaders care about upsell and conversion, not just cost cutting, and how Simple AI's agents are outperforming trained live reps 
🔁 How real time A/B testing on voice, accent, and upsell copy replaced rollout cycles that used to take months 
🥩 The full story behind a 10 day deployment for a hundred year old direct to consumer brand, and what had to happen in parallel to make that timeline possible 
🔒 How Simple AI approaches HIPAA, SOC 2 Type II, and PCI compliance for enterprise and payment focused clients 
🎯 The "customer brain" behind Simple AI, and how details customers share on a call are quietly powering proactive, personalized selling 
🎤 A rapid fire round covering piano, off tune singing, and Cat's secret life in an a cappella group 

Timestamps: 
00:00 Welcome to The Tech Matchmaker, introducing Cat Li and Simple AI 
00:28 Cat's background: MIT, Facebook Newsfeed, Instagram Stories, and Y Combinator 
01:41 Meeting her co-founder and the early days of the AI boom 
03:15 The Simple AI elevator pitch 
04:05 Where AI voice deployments go wrong, and what buyers miss 
07:16 Why Simple AI's agents outperform trained live sales reps 
09:33 Flipping the problem: training AI on your best reps instead of fixing your worst 
10:38 Real time A/B testing on voice, accent, and upsell copy 
10:47 The 10 day deployment story for a hundred year old direct to consumer brand 
13:24 Security and compliance: HIPAA, SOC 2 Type II, and PCI 
14:15 What's next for Simple AI, including natural conversation handling 
16:44 The "customer brain" and proactive, personalized selling 
17:50 A jewelry brand's most heartwarming personalization story 
18:10 Rapid fire round 
19:00 How to reach Cat and the Simple AI team 

📎 Follow The Tech Matchmaker on LinkedIn: linkedin.com/company/the-tech-matchmaker-podcast/ 
📺 Subscribe to our YouTube channel: youtube.com/@ThinkForwardLLC 
📩 Want to learn more? Reach out to Gina Gibson at info@thnkforward.com 

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In this customer spotlight episode of The Tech Matchmaker, host Gina Gibson — technology matchmaker — sits down with Kristen, VP at Experian Insurance Services, and Luc Dallaire, VP of Global Sales at Zenarate, to walk through a real matchmaking engagement from every angle. Kristen tells you what it was like to be the customer. Luc tells you what it was like to be the vendor. And Gina walks you through the process that made the match possible.

Before a single vendor name was mentioned, Gina visited Experian's campus and walked through their entire operation — how calls come in, how the contact center runs, what was working and what wasn't. Only then did she go to market. Because the right match doesn't start with vendors — it starts with understanding the business. And what came out the other side didn't just deliver early on. It's still growing.

What you'll learn:

🔍 How Think Forward's on-site discovery uncovered the right vendor fit before anyone saw a demo

🏢 Why Kristen — running a 300-person operation at a top global brand — chose a matchmaker over an internal search

🤝 What it looks like when a vendor enters already knowing your business — and why that changes the sales process

⏱️ How Experian cut new hire training from 6 weeks to 4 — reps into live interactions by week 2

📈 10% lift in month one production from the first class through the new training

💰 ~$50,000 in additional premium written in month one alone

🚀 81% sales increase and 70% premium increase after using Zenarate to launch a new product

✅ What Experian did as a client that made implementation smoother — and what buyers can learn

Timestamps:

00:13 Welcome & what makes this episode different

0:40 Meet Kristen Main: Experian Insurance Services, running sales, service, and operations

01:36 Luc Dallaire on Zenarate's AI simulation training platform

01:54 What was breaking before Think Forward — scaling fast with no real training solution

03:24 How Kristen discovered Think Forward at a casual gathering — never heard of a matchmaker

04:25 Gina's on-site discovery process — and why it's different from a typical vendor search

06:16 Luc: matchmaker-sourced opportunity vs. cold outreach or RFP

07:31 Why Kristen said yes to Zenarate: simulations, easy setup, training support, UI

08:38 Contracting: Gina's ROI spreadsheet made the business case, got procurement on board

09:59 Implementation: what went smoothly, where friction was, honest lessons learned

14:44 Results: training 6→4 weeks, 10% month one lift, ~$50K additional premium

16:30 New product initiative: 81% sales, 70% premium increase in month one

17:39 Is this typical? Luc on what results usually look like

21:05 Better employee experience → better CX and bottom line

22:19 Zenarate's automated QM scoring and personalized upskilling

24:53 What Kristen wishes she'd done differently — advice for buyers

26:02 What Experian did that made Luc's job easier and outcomes better

28:34 Gina: when your customer becomes your internal champion, the match worked

29:03 What's next: soft skills, Six Sigma, compliance, continuous improvement

32:12 Zenarate roadmap: AI agents, automated performance management, future of training

35:04 Final thoughts: partnership, shared goals, what made this work

37:23 Closing: reach Think Forward, what to do if you face a tech decision

QMetrics, a highly regulated healthcare consulting firm running CMS/DMHC/DHCS-governed contact center surveys, was stuck: 32 hours of instructor-led training per survey cycle across three programs. PowerPoints, recordings, quizzes, and QA-led training had all failed. Think Forward gathered requirements, defined non-negotiables, and matched them to the right fit before any contract.

What you’ll learn:
🔍 How Think Forward’s requirements-first matchmaking beats RFPs and vendor demos
🏥 How QMetrics cut training from 32h to 4h (87.5% reduction) in a compliance-heavy center
💰 What $28k+ savings looks like across a 31-agent team
⏱️ How 432 total training hours were eliminated across three survey programs
✅ What smooth implementation looks like when requirements align before signing
🚀 Why Liz is expanding SymTrain to additional departments
💡 What all three sides say made this work—and what other buyers can copy

Real process. Real numbers. Real story.

Timestamps:
00:13 Welcome to Season 2 & what makes this episode different
01:23 Meet Liz Subia: QMetrics, healthcare CX, and the contact center she runs
02:18 Dan McCann reintroduces SymTrain's AI coaching platform
03:11 What was breaking down on the floor before Think Forward got involved
05:06 What QMetrics had already tried — and why nothing worked
07:04 How Think Forward's matchmaking process works and why one vendor was the right answer
08:32 Dan on what a pre-qualified, matchmaker-sourced opportunity feels like vs. a cold RFP
10:03 What made Liz say yes: the ROI deck, the demo, and the values alignment
11:44 How clear upfront requirements made contracting faster and cleaner
13:35 Implementation: what went smoothly, where the friction was, how the team responded
17:56 Did SymTrain deliver what they promised? Liz answers directly.
23:17 The numbers: 32 hours to 4, $14,000+ saved, 432 hours of training eliminated
27:32 The single decision that made this project succeed
28:48 What Liz wishes she had known going in
29:44 What QMetrics did as a client that made implementation better
31:15 Gina's observation: what great matchmaking looks like from the outside
32:17 Where QMetrics is taking SymTrain next: 10 departments, policies, and procedures
34:13 SymTrain's roadmap: generative AI, auto-created simulations, agentic coaching
37:21 Closing: how to reach Think Forward and what to do if you're facing a technology decision

📎 Follow The Tech Matchmaker on LinkedIn: linkedin.com/company/the-tech-matchmaker-podcast/
📺 Subscribe to our YouTube channel: youtube.com/@ThinkForwardLLC
📩 Want to learn more about matchmaking? Reach out to Gina Gibson at info@thnkforward.com

Liz explains why control over quality assurance drove the switch and what advice she'd give anyone nervous about handing customer interactions to a third party. John shares how Five Star builds redundancy into every account and what separates a true partner from just another vendor. 

What you'll learn: 

🔍 Why QMetrics decided to change BPO partners after already outsourcing successfully 
🤝 How a conference conversation became the deciding moment in choosing Five Star 
📊 New agents reached 95%+ quality assurance scores in under two weeks 
⏱️ Full ramp up completed in under a month, faster than Five Star's typical 30 to 45 day timeline 
🛡️ How Five Star layers PCI, HIPAA, and SOC 2 compliant training on top of a client's own program 
🧑‍🤝‍🧑 Why Five Star structures accounts so no single person holds the relationship together 
📈 What's next as QMetrics and Five Star explore AI for healthcare contact centers 
💬 Liz's advice, after going through the matchmaking process twice, for anyone still unsure if a matchmaker is worth it 

Timestamps: 
00:00 Welcome, Liz and John 
00:46 Liz introduces QMetrics and her role 
01:32 John introduces Five Star Solutions 
02:18 Why QMetrics chose to outsource in the first place 
03:41 What brought QMetrics back to the table for a change 
04:53 Testing for cultural fit before signing anything 
06:19 How Five Star builds trust and reputation in the industry 
07:04 QMetrics' actual requirements: geography and flexibility 
07:59 The moment Liz knew Five Star was the right fit 
09:01 Five Star's supplemental compliance training 
09:50 Contract signed, what the ramp up looked like 
11:05 Five Star's typical ramp up timeline 
11:44 Hitting quality assurance benchmarks 
12:55 What Five Star made possible that wasn't before 
13:43 Where Five Star sees the greatest day to day impact 
14:39 Any hurdles along the way 
16:02 What Liz wishes she'd known sooner 
16:56 Why QMetrics' previous BPO wasn't a bad choice, just an outgrown one 
17:14 Confidence in the relationship if a key person left 
17:53 How Five Star structures leadership and accounts 
18:27 Advice for companies nervous about outsourcing 
20:05 Where the partnership goes from here 
21:05 AI's growing role in healthcare CX 
21:27 Liz's advice for anyone considering a matchmaker 
22:05 Final thoughts and closing 

📎 Follow The Tech Matchmaker on LinkedIn: linkedin.com/company/the-tech-matchmaker-podcast/ 
📺 Subscribe to our YouTube channel: youtube.com/@ThinkForwardLLC 
📩 Want to learn more? Reach out to Gina Gibson at info@thnkforward.com 

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