Throwing Shade
Jimmy Hosang & Paul Banks
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Startup life is brutal.There are so many mistakes.Doing that in the call centre industry is even harder - it's an industry of tight margins, productivity and well-established competition.Join Jimmy Hosang, CEO and Co-Founder at SaaS Startup MOJO-CX©, and his Co-Host, and Senior Solutions Consultant, Paul Banks as they discuss everything from recent events, to SaaS Startup fails and wins, Technology, and contact centre myths and truths.
Available episodes
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Dec 6, 2022
Rebranding and the Art of Expo's
This weeks episode sees us discussing the recent rebrand of The Modular Analytics Company to MOJO-CX© and some of the underlying reasons behind it.
We talk about unexpected complications for the rebrand as well as the positives to come out of all the hard work, and also cover our approach to exhibiting at the Call & Contact Centre Expo in November, and how we were able to ensure it was a success.
Lastly, I moan at Jimmy a LOT for not being regular enough recording episodes!!! (Apologies if you've been missing us!)
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Oct 11, 2022
Creating a Value Prop!
Jimmy explores how and why he takes a different route to other businesses when building a business proposal, and as a result, drives a consistently high win-rate.
He talks through examples for insurance, risk and more, from an SME and Data Science angle, and tells it how it is, in true Jimmy style!
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Oct 3, 2022
Qualifying to Win - Pitfalls and Hurdles of Early Sales Stages
Finally, we're back!
In this week's episode, Jimmy and Paul discuss the early stages of the SaaS funnel, from initial prospect through to Sales Qualification, and the dangers involved in getting it wrong.
From RevOps to ContentOps, the episode is packed with takeaways an considerations for others in the SaaS space, as well as a discussion on how TMAC faced challenges in terms of 'boiling the ocean' with a product that could work well with almost any industry, and most role profiles within those contact centres.
SME knowledge proves to be key!
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Aug 16, 2022
Fixing the Funnel - CRM Management & Line of Sight
In this episode, we carry on from episode 14 - where we talked about the business cash flow, and all the issues we'd found with it... into how we 'fixed' the funnel.
Paul talks about how that looked as the sole SDR/AE working in full stack enterprise sales for the first time, and Jimmy looks at it from the view of a founder who could see where it needed to go, but not how to get there directly.
Shout out to Pipedrive for our CRM platform, and Blackfoot CyberSecurity, who helped hugely with Due diligence processes!
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Jul 18, 2022
Startup Cashflow.... The bits you don't hear!
A frank discussion (as ever) with Jimmy on life in a startup.
Today's show focuses directly on cash (or the lack thereof, at times) in a small business, as well as what are the lessons to be learned there?
Jimmy talks through some of his mistakes, and how the business learned the hard way at times!
Lots to take away from this episode, and the followup episode on making the pipeline more controllable and predictable coming in 2 weeks whilst Paul gets married!
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Jul 15, 2022
SaaS Startups - Product Market fit
Jimmy walks through his vies on why product market fit is essential for any new startup, especially in the tech space - but also having the SME knowledge to guide that.
He discusses the path he took with TMAC, and the consideration that bootstrapping may have been the wrong path, based on the experience and knowledge of the initial founding team - would he have gotten more financial acceleration by going out to investment before actually landing a client?
Hopefully, this is a very useful conversation for anyone out there considering starting a new business, or in the early stages - we'd love to hear your thoughts!
https://www.linkedin.com/in/paul-banks007/
https://www.linkedin.com/in/jimmy-is-analytics/
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Jul 6, 2022
Building a Startup Team... and Bye Bye to Boris?
In this episode, Jimmy discusses some of the early challenges he faced in the startup world - from not having a level of volume leadership experience he felt he needed, to finding team members that filled the gaps in his abilities.
How do you find people for a startup, when you're bootstrapping?
How do you get a good mix in the team?
Which characteristics are the most important?
Join us as we discuss elements of the journey so far!
Lastly.... Jimmy predicted 5 and a half months ago, that Boris Johnson had 6 months tenure left in him... will Jimmy's prediction come true, based on the resignations we've seen in the last week?
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Jun 8, 2022
SaaS Startup... Early Wins & Learnings
Jimmy continues the story of the early days in Startup life, with some early success stories, combined with the learnings of those wins.
Jimmy leaves us with his top 3 takeaways from those early days.
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May 25, 2022
SaaS Startup... Disrupting Price Strategy in Consulting
In the new episode, learn about some of the issues Jimmy encountered when trying to disrupt the Consulting market by differentiating on the pricing strategy, and what he learned from that experience.
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May 18, 2022
Why Start a Startup?
In a branch off from our normal topics, Jimmy is inspired by a recent pithy LinkedIn post he made about the hard truth of life in a Startup to discuss what caused him to initially make the leap into being CEO of The Modular Analytics Company.
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May 5, 2022
Agent Vulnerability and 'Tractors'
Join us for the latest episode where Jimmy and I tackle the growing problem of 'agent vulnerability', and how recent changes have meant that employees in contact centres (and many other industries) are more exposed than ever... but are they being treat as a 'problem to be solved' by well-meaning management?
The second half of the show sees us delve into the dubious world of politics, and a conversation around behaviours in the house of commons, hypocrisy, and duplicity!
An interesting episode, and some topics that Jimmy and I are heavily passionate about - please reach out via LinkedIn or Email if you've enjoyed the show - we'd love to hear your thoughts and opinions.
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Apr 28, 2022
Buying Twitter?
Join us for this week's episode focusing on Elon Musk's potential purchase of Twitter.
Will the platform be made better, or worse... and are people projecting their own ideologies onto the sale as opposed to having a genuine critical and objective opinion?
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Apr 20, 2022
Self Service & Buying Twitter
This week on Throwing Shade, Jimmy Hosang talks about the origins of 'Channel Deflection' (or 'Channel Containment'), and how it stemmed from a push towards 'self service' for most customers...
The question is... was 'self service' an idea that the consumers themselves pushed for, or was it a perception on behalf of the business, to justify a push to reduce the bottom line further?
In the second half of the show, we discuss some of the Freedom of Speech questions raised in the wake of Elon Musk attempting to buy Twitter... Would you rather live in 'safety' or with 'freedom' in your life?
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Apr 14, 2022
'Sunak-Gate'?
This week, as most of our listeners are taking a break from work for Easter, are suffering from various illnesses, we decided to take a break from the contact-centre relevant element of the podcast, and focus solely on current events.
Today's episode sees Jimmy and I tackle the complexity around Chancellor Rishi Sunak, his wife Akshata Murty and their finances.
Apologies for some of the audio issues in this episode - we're working on fixing this for next week!
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Apr 5, 2022
Speech Analytics Challenges and 'That Slap'
In Episode 4, join Jimmy as he walks us through some of the most common failings and challenges for a Speech Analytics project, the causes of these, and some simple ways in which they can be circumvented, removed or resolved.
In the second half, we talk about the moment the Oscars turned a corner in their history - Will Smith's (alleged) slap of Chris Rock...
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Mar 14, 2022
Next Best Action and Survivor Bias
In this episode, we look at Next Best Action - what it is, the pitfalls that can be hard to manage, tips to avoid those pitfalls, and where Jimmy sees Next Best Action (NBA) going next.
In the second half, we look at survivor bias - how it's all around us, and what that means for life in a connected world.
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Mar 2, 2022
NPS & Ukraine
In the second episode of Throwing Shade, hosts Paul Banks (@WhoIsPaulBanks) and Jimmy Hosang (@JimmyHosang) discuss all things Net Promoter Score, followed by taking some time to talk about the recent events in Ukraine.
This episode was recorded on the afternoon of February 28th
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*Timestamps*
(00:30) - NPS
(29:30) - Ukraine
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*Links
*Jimmy on LinkedIn
Paul on LinkedIn
The Modular Analytics Company
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Feb 25, 2022
Remote Working & Canadian Truckers
In the first official episode of Throwing Shade, hosts Paul Banks (@WhoIsPaulBanks) and Jimmy Hosang (@JimmyHosang) take an in depth look at Remote Working, and then turn their attentions to the recent events surrounding protests in Canada.
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*Timestamps*
(00:30) - Brief intro to Throwing Shade
(03:30) - Remote Working
(31:00) - Canadian Protests
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*Links
*Jimmy on LinkedIn
Paul on LinkedIn
The Modular Analytics Company
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Jan 19, 2022
(Pilot) - Scripting, Molly Mae & Government Parties
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