What has been your business/work highlight of 2024 so far?

The successful launch of x-hoppers, our AI-driven retail communications vertical solution, has undoubtedly been a highlight of 2024 so far. Showcasing it at the NRF Big Show in New York allowed us to demonstrate the remarkable capabilities of x-hoppers while gaining valuable insights into the challenges faced by retailers.

Since launching the product, one customer story truly exemplifies the profound impact x-hoppers can have. It’s the story of Vince and Fiona Malone who own and run Tenby Stores & Post Office in Wales. Before implementing x-hoppers, they were losing about £26k (GBP) annually to shoplifting. Our AI technology, combined with our award-winning UC headsets, has dramatically curbed theft, creating a safer work environment and improving overall communication for their business.

Stories like the Malones’ illustrate the tangible benefits and real-world impact our solutions can deliver. It’s not just about optimising operations; it’s about genuinely transforming the retail experience for all stakeholders: owners, managers, shop floor employees and customers. This kind of feedback motivates our team to push even harder to develop meaningful and innovative solutions.

While I’m proud of what we’ve achieved so far, I believe we’ve only scratched the surface. The success of x-hoppers has energised us to continue redefining what’s possible in retail technology, always with an eye toward enhancing human capabilities rather than replacing them.

Who is your business hero and why?

My business heroes are unquestionably the managed service providers (MSPs) and system integrators. Their role is incredibly challenging, as they stand at the crossroads of meeting both the customer and vendor’s high demands. Having been in their shoes before creating Wildix, I can personally attest to the challenges they face, which are far greater than those encountered by either party alone. What truly inspires me, and what many people don’t know, is not just their perseverance but also the tangible impact they have on various sectors of the economy, from healthcare to education and retail.

Recently, at a roadshow in Nashville, I had the chance to meet several MSPs, witnessing their extraordinary commitment firsthand. It served as a reminder of how hard they work – often day and night, including weekends, to fulfil their commitments to their clients. This level of dedication is not just admirable but incredibly motivating.

I’ve also seen how this steadfast commitment can translate into remarkable full-circle success stories. Our very first client, for instance, started as a classic one-man operation and has now expanded into leading a team of 15, achieving truly inspiring growth. Stories like these reaffirm my belief that while technology is important, it’s also the human element that drives meaningful impact.

This is one of the reasons Wildix puts its partners at the heart of its mission. We design our products, services and business model to support and walk with them at every stage. Having been in a similar position, I understand the value of this hard work. Having shared their path, I recognise the significance of their efforts. So, it might sound a bit cliché, but to me, these MSPs and system integrators are the real unsung heroes.

What’s the biggest business mistake you’ve made and what did you learn from it?

The biggest business mistake I made early on was two-fold when it came to hiring and onboarding our team members for international expansion.

First, in our rush to enter new markets, I did not have a rigorous enough selection process and ended up bringing on people who ultimately lacked the independence, flexibility and problem-solving mindset needed for startup success. It takes a special type of person to thrive in a fast-paced, uncertain environment.

Secondly, when we did find the right people, I realised that I hadn’t adequately equipped them for success. In particular, working remotely in these new territories required more than just competence; it needed autonomy, comprehensive training, and sufficient resources. By unintentionally constraining talented people, they were not able to apply their full capabilities or make quick decisions locally.

These challenges have been instrumental in reshaping my leadership philosophy and Wildix’s approach to team building. I’ve learned the importance of not only selecting individuals who align with our startup’s pace and vision but also empowering them fully. This means trusting them with the autonomy to make decisions and providing them with the tools and training necessary to navigate and excel in their roles independently. These insights have been invaluable, helping us foster a more resilient, agile, and innovative team culture that’s equipped to meet the demands of a global market.

What’s the most inspirational book you’ve ever read and why?

Many books have shaped my perspectives on leadership and building a successful company. However, one that particularly resonated was “The 7 Habits of Highly Effective People” by Stephen Covey. The book’s focus on fostering productive relationships and adopting a win-win approach has echoed the values we hold dear at Wildix.

What particularly inspired me was Covey’s guidance on “seeking first to understand, then to be understood.” This deceptively simple habit is a guiding principle to approaching partnerships and internal collaboration. By embracing this mindset, we’ve continued to foster a culture of trust, empathy and collaboration, paving the way for innovation and enhanced service to our partners.

In parallel, our book “The Wildix Code”, reflects on our own company’s entrepreneurial journey, where my brother and I share the challenges and triumphs of building Wildix from the ground up. It complements a few themes found in Covey’s teachings, highlighting how understanding, collaboration and resilience are central to our success story.

What’s the biggest challenge you face in your role in 2024?

As we look ahead to the rest of 2024, one area, in particular, stands out as our greatest hurdle yet also our most exciting opportunity. This challenge, central to our mission this year, is meeting the overwhelming demand for our AI-fueled product, x-hoppers, which has become unrivalled in the market. The essence of this challenge lies in accelerating our product fulfilment to cater to the extensive interest from retailers.

This demand underscores x-hoppers’ market relevance and urgency for such a solution, pushing us towards enhancing our operational agility and efficiency. Facing this extraordinary demand head-on, I’m optimistic about our capabilities to adapt and excel, ensuring we continue to deliver value, impact, and innovation to retailers worldwide.

What technology will have the greatest impact on your business this year and why?

Well, our star of the show this year is none other than AI. It takes centre stage in our vertical solution, x-hoppers, which exemplifies AI’s transformative power in the retail sector by enhancing team collaboration, improving safety, enhancing customer service, boosting business operations and unlocking unprecedented insights.

Ultimately, we see AI as a collaborative partner that extends the capabilities of our retail workforce. By automating menial tasks and surfacing intelligent insights it allows associates to focus on what they do best – providing exceptional service, creating great experiences, and developing deeper connections with customers. This powerful union of artificial and human intelligence is poised to transform the retail landscape this year and beyond.