Podcast ¦ Get out of wrap: 222 – James Connors of Quetzel

Key Takeaways

1. James Connors transitioned from a roadie and finance professional to founding Quetzal in the contact centre and technology space.

2. Work culture in the finance industry was transactional and lacked personal engagement, leading him to seek a more fulfilling career.

3. Quetzal aims to remove intermediaries in technology sourcing, providing direct access to suppliers for better customer support and negotiation flexibility.

4. Understanding customer needs is crucial; Quetzal adopts a “listen and learn” approach rather than a sales pitch-focused strategy.

5. Collaboration and relationship-building are emphasised, with the intent to act as an extension of the client’s team.

6. The importance of aligning technology solutions with business outcomes is highlighted for achieving ROI.

7. James noted the rapid pace of technology innovation, especially with the rise of AI, which necessitates that businesses remain informed.

8. Building a diverse team with over 30 years of combined experience is essential for Quetzal to navigate the complex technology landscape effectively.

9. The company seeks to support both customer experience (CX) and operational efficiency in technology solutions.

10. Engaging with charities like Great Ormond Street Hospital reflects Quetzal’s commitment to social responsibility.

11. James emphasises the significance of being flexible in business strategy, likening it to a “pinball machine” of ideas rather than a rigid plan.

12. Active engagement in continuous improvement and innovation is vital for maintaining competitive advantage and customer satisfaction.

Key Statistics

• James has amassed over 30 years of experience collectively in the industry through his team.

• Active in charity work since he was 15, with a history of organising fundraising efforts.

Key Discussion Points

1. James Connors’ journey into technology and contact centres from diverse backgrounds.

2. The cultural differences between finance and technology roles.

3. The importance of building authentic relationships with clients and suppliers.

4. The necessity of flexibility and adaptability in business strategies.

5. The evolving landscape of technology, especially concerning AI and its implications for businesses.

6. Challenges businesses face in a crowded technology market and decision-making processes.

7. Quetzal’s unique approach to problem-solving and customer engagement.

8. How to align technological solutions with strategic business goals.

9. The intersection of customer experience, operations, and technology sourcing.

10. The role of social responsibility and charity involvement in business.

11. Plans for future growth at Quetzal beyond its current offerings.

12. The importance of teamwork and cross-department collaboration in achieving business objectives.

Podcast Description

In this episode of Get Out of Rap, James Connors, founder and director of Quetzal, shares his dynamic journey from a roadie and finance background to establishing a forward-thinking company in the technology and contact centre sector. Delving into the importance of authentic relationships in business, James discusses Quetzal’s innovative approach to sourcing technology that meets specific business needs while fostering social responsibility through charitable engagements. This thought-provoking dialogue emphasises the significance of flexibility, strategic alignment, and collaborative problem-solving in a rapidly evolving marketplace. Tune in for insights into how Quetzal is reshaping customer experience and operational efficiency in the technology landscape.