24 01732 759725 Which business leader do you most admire and why? I’ve always admired Craig Walker (our CEO). He’s a pioneer who has built and sold companies to Google and Yahoo, yet he’s still in the trenches every day, obsessed with the product. That level of ‘founder energy’ is infectious. What’s the best bit of business advice you’ve been given? ‘Control the controllables’. In tech, markets shift and competitors emerge, but you can always control your work ethic, your curiosity and how you treat your partners. What advice would you give a young person considering a career in IT? Be a sponge. Don’t just learn the product; learn the industry your customers are in. If you understand a lawyer’s or a recruiter’s pain points, the technology becomes a tool to solve a problem rather than just a line item on a budget. What’s on your playlist at the moment? It’s a mix of upbeat House and old school drum and bass. What’s the most used app on your phone and why? LinkedIn for staying connected with the ecosystem, and WhatsApp for the endless stream of ‘quick wins’ and banter with the team. How do you like to spend your spare time? Keeping active is huge for me. Whether it’s hitting the gym, playing golf or chasing my kids around, I find that physical movement is the best way to stay sharp for the day job. Favourite holiday destination? Anywhere with a good mix of sun, culture and food. This combination is hard to beat for switching off, enjoying great meals and spending quality time with family and friends. support and sales without exponentially increasing headcount. What recent business win are you most proud of? Securing a major partnership with a global retail giant that was struggling with siloed data. We replaced their legacy tech stack with our unified platform, giving them instant visibility into customer sentiment across thousands of interactions. Seeing their CSAT scores jump within the first month was a ‘proud dad’ moment for the team. Where do you see the next big opportunity for your channel partners? The next wave is all about AI-led, outcome‑based solutions – combining UC, contact centre and analytics rather than selling point products. Partners that can wrap Dialpad’s AI around their own services (consulting, integration, vertical expertise) will win bigger, margin‑rich deals. There’s also a huge opportunity as we intentionally grow our EMEA ecosystem: bringing on more IT, CC and UC-focused partners, scaling distribution and wholesale, and growing revenue from existing partners by focusing on larger, AI-heavy and combo deals. Did you get into IT/comms by accident or design? Like many in this industry, it was a bit of a happy accident. I started in sales and quickly realised that tech, specifically communications, is the heartbeat of every business. Once you see how much a ‘broken’ phone system or bad data can hurt a company, you get hooked on fixing it. If you could swap your current job for any other what would it be? I’d probably be running a small, independent business, something where you’re close to customers every day and can see the impact of your decisions immediately, whether that’s in hospitality, sport or a local community venture. What have been your business highlights of the last 12 months? The biggest highlight has been the launch of our Agentic AI Platform. We’ve successfully moved past the ‘AI hype’ phase to deliver production-ready agents that actually resolve customer issues without human intervention. We also hit a massive milestone of processing over 12 billion minutes of conversations through our AI engines, and we were recently recognised as a Visionary in the Gartner Magic Quadrant for UCaaS. What is currently having the greatest impact on your business? The shift toward autonomous customer experiences. We are seeing a fundamental change where the traditional ‘phone tree’ (Press 1 for Sales etc.) is dying. Our business is being driven by the demand for AI that doesn’t just transcribe calls but actively manages them, allowing companies to scale their With Ross Jack, Head of Channel, EMEA at Dialpad, the AI-native customer communications platform built for business conversations at scale 60 seconds… 60 SECONDS Ross Jack
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