Electric Mindset

Payments innovation impacts us all—but most of us rarely think about what happens behind the tap or transfer. In this Season 1 bonus episode of Electric Mindset, our host Nick Dyment sat down with Alex Achtemichuk and Eric Lombardi to unpack the transformation reshaping Canada’s financial system.From the future of real-time rails to the rise of agentic AI, the conversation revealed that payments modernization isn’t a one-and-done event—it’s an ongoing journey requiring constant investment, scale, and curiosity. Alex Achtemichuk put it succinctly: the financial institutions agile enough to harness structured data and AI are poised to pull ahead, while Eric Lombardi reminded us that smaller players can now leapfrog incumbents by building around nimble architectures and next-gen tools.If you’re building in fintech or rethinking business strategy, remember: sustainable advantage comes from focusing on what makes your experience unique, while leveraging partners to take care of the complex infrastructure. And as the barriers to entry drop, success will belong to those who embrace learning, humility, and bold execution—no matter the market climate.Curious about how to adapt your roadmap or where Canada stands on the global innovation stage? Reach out and let’s keep the conversation going. In a world that’s only getting more complex, there’s never been a better time to stay curious and build something future-ready.Contact us here:Electric Mind: https://www.electricmind.com/contactEric Lombardi:https://www.linkedin.com/in/ericlombardi/https://x.com/EricDLombardi?s=20Alex Achtemichuk: https://www.linkedin.com/in/alex-achtemichuk-91295167/ www.centralone.comwww.electricmind.com 00:00 Simplifying Payments for Financial Institutions06:11 "C1: Empowering Fintech Payment Solutions"08:51 Canada's Paradigm Shift in Payments11:58 Canada’s Role as Payment Innovator15:45 Canada's Digital ID & Payments Innovation19:45 "AI Advancing AML and Payments"22:50 "AI Reshaping Business Strategies Globally"26:48 "Challenges Facing Young Entrepreneurs Today"31:39 "Career Growth by Understanding Why"35:33 Curiosity, Systems Thinking, and Advocacy Insights37:10 "Navigating Growth, Curiosity, and Confidence"40:35 "Connect with Me on LinkedIn" #ElectricMindset #TheFutureisBright #ElectricMind #CentralOne #Payments #NickDyment #EricLombardi #AlexAchtemichuk #AI #AIConsulting #Podcast

Contact centers get a bad rap. They're often written off as cost centers: high-volume, high-churn, and low on innovation. But what if flipping that mindset is the key to real CX transformation?In episode 006 of Electric Mindset, host Nick Dyment talks with Michael Lang, Advisory Director and contact center transformation specialist about what it takes to turn customer service into a value engine. Michael’s been deep in the weeds: navigating outdated systems, inconsistent processes, and frustrated agents and customers alike. Through it all, he’s learned that real progress doesn’t come from slashing costs, it comes from designing experiences that work for people.Nick and Michael dig into:Why AI alone won’t save your contact centerHow legacy tools hold teams back—and what to do about itWhat happens when you listen to your frontlineIf you’re dealing with high turnover, clunky workflows, or wondering whether Gen AI can really make a difference, this one’s for you. Michael shares practical insights from the field, plus a few hard truths about what works and what doesn’t.Empathy, smart tech, and metrics that matter—that’s the playbook.Ready to shift your perspective? 00:00 Career Shift from Arts to Engineering04:13 Improving Customer Experience09:11 Lessons from Frontline Workers12:15 Rethinking Contact Centers15:45 AI Revolutionizing Contact Centers16:33 Amazon's Cloud Strategy Dominance21:15 Collaborative Site Visits for Empathy24:36 Contact Center Reporting Automation Insights27:29 Technology-Driven Customer Experience Shift28:45 AI Monitors and Saves Troubled Calls33:11 Evolving Contact Centers with AI35:50 Expanding Customer Communication Channels40:21 "Contact Center NPS Boosted 20 Points"43:13 "Customer Value Over Call Center"45:56 "Answer Anywhere: Remote Phone Tools"48:16 Redefining Customer Support Metrics51:36 "Spread the Electric Mindset"#ElectricMindset #ElectricMind #Podcast #AIconsulting #DigitalStrategy #CustomerExperience #AI #Transformation #AdvisoryTeam

Thinking about AI agents but not sure where to start—or how to stay out of trouble? You're not alone.In episode 005 of Electric Mindset, host Nick Dyment sits down with Duke Osei, an implementation consultant leading the charge on ServiceNow’s AI orchestration tools.Duke breaks it down: agentic AI isn’t just another tech upgrade. It’s a fundamental shift in how organizations handle automation, risk, and accountability. He maps it all out with a killer analogy: your org is the airport, AI agents are planes, and ServiceNow? That’s your air traffic control. Smooth landings only.🛑 Before you dive in, make sure you’ve got the essentials:✔️ Visibility✔️ Policy✔️ Logging✔️ Incident management✔️ OrchestrationThe goal? Safer, smarter AI adoption without the headlines you don’t want.Ready to get your AI house in order? Hit play and learn how to scale agents with confidence, clarity, and control.00:00 "From Gamer to Streamer"06:27 From Generative AI to Agentic AI08:32 Agentic AI Governance Strategies11:39 AI Compliance Tool Challenges15:02 AI Adoption Strategies in Business17:29 Navigating Complex Systems with AI22:55 Enhancing IT Management with AI25:38 ServiceNow: Integrating Third-Party Agents29:46 Ensuring Compliance and Audit Trails31:18 ServiceNow: Orchestrating Multi-Agent Management34:27 Navigating AI in Company Culture39:22 "AI Safety Discussion"  #ElectricMindset #ElectricMind #MeetTheTeam #ServiceNow #DigitalTransformation #TechWithImpact #TheFutureisBright

Change isn’t about the newest tool. It’s about people, timing, and making every move matter.In episode 4, Gen AI in Canadian Banks, Nick Dyment and Lauren Bergstrom talk about transformation inside some of Canada’s largest banks, about what really drives change that sticks.Lauren’s take? Shiny tech doesn’t get you far without the basics. Transformation only works when people are ready. That means clear ownership, teams trained for new workflows, and governance that scales with innovation.As Gen AI quietly reshapes everything from operations to branch support, Lauren breaks down the real work behind the scenes: clean data, realistic cost models, and involving the people the tech is meant to support. No shortcuts. Just smart program design, real testing, and feedback loops that turn pilots into progress.Working through change in your world? Lauren’s playbook is a reminder: transformation is successful when people are part of the plan from day one.Want to go deeper on frameworks that work? Let’s talk.00:00 "Transferable Skills from Art to Consulting"05:54 Avoid Last-Minute Project Panic08:43 Gen AI Transforming Bank Operations10:28 Data Transformation for AI Readiness14:44 Bank Governance Enhances Tech Alignment18:33 Accelerating Development with AI Tools20:16 Evolving Code Management with LLMs24:47 Chatbots Enhance Branch Efficiency29:29 Optimizing Team AI Interactions30:49 Inclusive Design in Business Pilots36:42 Transformative AI in Banking Operations41:13 Balancing Efficiency and Oversight Costs42:27 Gen AI in Bank Project Management45:39 Gen AI Myth DebunkingCatch up on Episode 001 through 003 here: https://www.electricmind.com/whats-on-our-mind?type=Podcast

Remote work isn’t just a trend. It’s shaping a new era of collaboration and productivity. In the latest episode of Electric Mindset, host Nick Dyment welcomed Edward Philip, a technologist, musician, and bona fide AI whiz, to explore how organizations are adapting to this transformation.Edward shared real stories from leading virtual-first startups through the upheaval of lockdown, redesigning culture and trust for distributed teams across the globe. From implementing AI-driven developer workflows to pioneering virtual spaces where colleagues can “roast marshmallows” by a virtual fire, his experience proves that embracing the right tools is only half the battle.The most impactful change? Shifting from a culture of visibility to one of trust and outcomes, empowering teams with flexibility and holding space for true connection, even from a distance.Edward reminds us: AI tools open the door, but unleashing real productivity means championing digital literacy and reimagining how we lead. The future of work is limitless for those bold enough to rethink the rules.If you’re navigating hybrid or remote work or wrestling with how AI fits into your team’s daily flow, let’s connect. We’re always here to trade stories and share practical playbooks for the next chapter of work.01:31 Tech Gloves Transform DJ Experience07:06 Transition to Flexible Work Model09:30 "Embracing Flexible Work Options"12:39 "Optimizing Hybrid Interactive Spaces"15:13 Embracing Remote Work Benefits18:18 Evaluating Text Generation Accuracy22:16 Shadow IT and Software Standardization24:20 AI-Assisted Coding Solutions29:37 AI Scheduling Errors Concerns33:21 "AI-Assisted RFP Code Generation"35:09 Flexible Work and Family Balance40:33 AI Agents in Future Workplaces42:16 Agent Communication Beyond Built APIs46:44 Vibe Coding's Responsibility Dilemma50:14 AI's Workforce Impact Explored51:06 Rapid Evolution of AI Models54:08 Passionate Pursuits in Modern Music57:24 "Rayban Metas: Embracing Virtual Reality" Watch a young Edward Philip demo “DJ Gloves”: https://youtu.be/E1UgFynVWCQ?si=ePBDIcge9dVu9a-7 Watch Edward Philip on the Discovery Channel: https://vimeo.com/70206133 Recommended reading from Edward Philip: Understanding Deep Learning: https://g.co/kgs/h1McsiyBuild a Large Language Model (From Scratch): https://g.co/kgs/RYiE3m8AI Engineering: Building Applications with Foundation Models:https://g.co/kgs/7naZ4mbLinks to some of the tools that Edward and Nick use:ChatGPT Multi Modal : https://community.openai.com/t/chatgpt-goes-multimodal-sound-and-vision-is-rolling-out-on-chatgpt/394501CoPilot : https://copilot.microsoft.com/chats/qK9dTmTufue1xZiQwASSXCursor : https://cursor.com/enMotion : https://www.usemotion.comMS Teams Meeting notes : https://support.microsoft.com/en-us/office/take-meeting-notes-in-microsoft-teams-3eadf032-0ef8-4d60-9e21-0691d317d103Canva : www.canva.comSonnet : https://www.anthropic.com/claude/sonnet   #electricmind #electricmindset #thefutureisbright #podcast #ai #aitrends #thefutureofwork #agenticAI #NickDyment #EdwardPhilip #thefutureofai #workplaceofthefuture

Digital transformation can feel daunting, especially when legacy technology is standing in your way. In the latest episode of Electric Mindset, our host Nick Dyment sat down with Paul Kalinowski, who’s seen firsthand how large-scale modernization unfolds in capital markets and wealth management.Paul shared powerful insights about why transformation is about more than just tech, and how breaking down monolithic systems starts with mindset, not code.If you’re staring down a modernization project, remember: progress starts with prioritization and people alignment, not just technology.Curious how to kickstart your journey? Let’s connect—always happy to share a framework or two from the trenches.00:00 "Career Journey: Law to Consulting"04:36 Complexity in Wealth and Capital Markets06:35 Tackling Legacy Tech for Growth12:09 Limitations of Composable Architecture15:43 Obsolete Training Challenges in Contact Centers19:20 Legacy Systems vs. Modernization Challenge21:08 Frameworks for System Transformation Analysis25:52 Home Renovation Disruption Analogy27:21 "Big Bang Approach: Data Migration Risks"32:30 Aligning Technology and Business Operations36:40 Balancing Speed and Strategic Focus38:36 AI-Driven Efficiency in Transformation41:59 Iterative Product Development Benefits45:05 "Persona-Driven Project Success"47:59 Embrace Modernization for Growth  Find us at www.electricmind.com #electricmind #electricmindset #thefutureisbright #podcast #ai #aitrends #legacymodernization #digitaltransformation

AI or Bust: Our host, Nick Dyment, Chief of Staff and Technical Director, sits down with Chris Ford, Managing Partner and CEO of Electric Mind. With candid stories, humor, and real-world insight, they unpack AI’s impact on business transformation, the consulting industry, and what it takes to be an ongoing innovator in tech today.