What has been your business/work highlight or achievement of 2024?

A highlight of my 2024 so far has been successfully leading a large-scale Microsoft Teams deployment for a global client, resulting in enhanced collaboration and productivity across their teams. This included implementing advanced Teams Phone features and providing training to key stakeholders, ensuring a smooth transition and high user adoption rates. Additionally, I was honored to be recognized as one of the Top 3% Most Active Speakers in 2024 by Sessionize, which has been a proud achievement in my career, reflecting my commitment to sharing knowledge and helping others embrace technology. These milestones have not only enhanced my expertise but also contributed significantly to the success of my clients and the community.

Who do you think has had the most positive impact on the UC space in 2024 and why? 

In 2024, Tom Arbuthnot have undoubtedly had a tremendous positive impact on the Unified Communications (UC) space. Both have demonstrated exceptional leadership, innovation, and dedication to advancing the industry. Tom Arbuthnot, with his deep technical knowledge and constant contributions to the Microsoft Teams ecosystem, has played a crucial role in helping organizations understand and leverage UC technologies effectively. His expertise, along with his presence in the community, has empowered countless professionals and customers to adopt and optimize their Teams environments.

What was your biggest business surprise in 2024?

My biggest business surprise in 2024 was the rapid acceleration of Artificial Intelligence (AI) in driving both Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) solutions. The integration of AI technologies into these areas has transformed the way businesses interact with customers, enabling smarter, more efficient communications and support. Additionally, Microsoft’s announcement of entering the CCaaS space was a major surprise. As a leader in collaboration tools with Microsoft Teams, their move into contact center services shows a clear vision of how AI and cloud-based technologies will shape the future of customer engagement. This development has the potential to revolutionize both internal communication and external customer service, offering organizations more streamlined, scalable, and intelligent solutions. The shift towards AI-powered UCaaS and CCaaS is certainly a game-changer for the industry.

What was the most useful business book/podcast you’ve read/listened to in 2024?

In 2024, the most useful business book I read was “AI Superpowers: China, Silicon Valley, and the New World Order” by Kai-Fu Lee. This book provided deep insights into the rapid advancements in AI technology and its transformative impact on the global economy. It helped me understand how artificial intelligence is reshaping industries, especially in the context of both business operations and customer service solutions like UCaaS and CCaaS. As for podcasts, “The AI in Business Podcast” by Dan Faggella has been incredibly valuable. It covers real-world applications of AI across various industries, offering practical insights into how AI is revolutionizing business models, customer interactions, and operations. This podcast has been a key resource for staying up to date with the latest AI trends and their application in the business world.

What’s the biggest challenge you and your team will face in 2025?

The biggest challenge we and our team will face in 2025 will be coping with the rapid changes in the UCaaS and CCaaS industry driven by the adoption of AI. As AI technologies continue to evolve, they will significantly enhance both the end-user and customer experience, creating a need for constant adaptation. Our focus will be on ensuring that we stay ahead of these advancements, successfully integrate AI-driven solutions, and maintain a seamless user experience while also managing the complexities of this fast-paced transformation.

What technology will have the greatest impact on your business in 2025 and why?

In 2025, AI will have the greatest impact on our business as it will pivot the entire industry, driving major adoption and sales through AI-based services and agent-assisted solutions. The integration of AI will enhance operational efficiency, enable smarter customer interactions, and revolutionize user experiences. Additionally, AI will play a crucial role in driving the IT industry’s green revolution by optimizing resource usage and reducing carbon footprints, aligning technology with sustainability goals. This transformation will significantly reshape the way we deliver services and interact with customers.