Ep006: Leading and Innovating Through a Major Disruption with Jonathan Barouch of Local Measure

Jonathan Barouch, CEO of Local Measure, joins us to discuss their journey of leading and innovating through a major business disruption.

Topics Include:

• Intro to Local Measure
• The pre-Covid business model and customers
• Impact of Covid
• Losing 75% of their revenue within months
• Teams navigating the early months of Covid
• Reinventing the business
• Testing, iterating new business models
• Leveraging AWS APIs for Amazon Connect Cloud Contact Center solution
• Balancing the former focus and contact centre pivot
• The importance of a call centre in lean times
• Migrating call centres of airlines and banks within 30 days
• Change management and the Local Measure solution
• Leveraging AI/ML for additional customer efficiencies
• Shaving seconds off calls equate to huge savings
• Leveraging AI/ML to turbocharge agents
• Additional industries for the Local Measure solution
• Transforming data for tangible benefit
• Proactive, predictive and outbound engagements
• Guidance for other Software Executives going through disruption
• What’s next for Local Measure
• Interview wrap up