Best Lightspeed Tech Systems Podcasts (2025)

1
Episode 241 - Free ChatGPT for Teachers and Snitch Boxes 41:14

Play Pause

4d ago41:14

41:14

Episode 241 covers ChatGPT’s new free teacher tier (available through June 2027), Google’s Gemini 3.0 release, and Wired’s investigation into bathroom vape detectors (aka “snitch boxes”) that raise serious privacy and microphone concerns. The guys also discuss the Canadian Privacy Commissioner’s findings on the PowerSchool breach, camera and sensor…

1
Episode 240 - Block TPT? And an Interview with Joey Wender, SHLB 50:44

12d ago50:44

50:44

On this episode of K12 Tech Talk, we cover a busy week in school tech: Linewize and Google outages, handling suspicious Google logins, parental pushes to tighten cell phone rules, and worries about AI being used to draft IEPs and 504 plans. We discuss reports of malware tied to Teachers Pay Teachers and discuss the question - Should schools block T…

1
Voice AI that customers love: How Fin Voice is transforming Credit Repair Cloud's CX 13:12

12d ago13:12

13:12

Voice support has long been the toughest channel to scale. Bobby Stapleton, Senior Director of Customer Support at Intercom, sits down with Rizwan Sherif, Director of Customer Experience at Credit Repair Cloud, to discuss how Fin Voice has transformed their phone support through instant, 24/7 responses. They also discuss building trust when handlin…

1
Episode 239 - Outages, AI Bills, and the Shutdown's Impact on Schools 34:01

19d ago34:01

34:01

Join Josh and Mark on this week’s K‑12 Tech Talk as they break down the real-world effects of the federal government shutdown on schools, walk through a new federal AI bill (the GARD Act) and discuss major service outages that disrupted classrooms — including Chromebook/Google login problems, recent AWS and Entra incidents, and how districts should…

1
Building trust in AI, one conversation at a time 14:39

21d ago14:39

14:39

It's been proven that showing customers what AI can do is the key to earning their trust. In this episode, Ruth O’Brien, Senior Director of AI Support at Intercom, talks with Matt Leggett, CX AI & Digital Director at The Access Group, about how support teams can help customers overcome hesitation around AI. They explore the pivotal role simulation,…

1
Episode 238 - How to Implement Student MFA 56:20

26d ago56:20

56:20

Holy MFA, Batman! This week, the guys discuss the sentencing of the individual behind the PowerSchool data breach, the recent AI weapons detection system that mistook a bag of chips for a gun and prompted police response, and Mark's Batman mask. Yes, it's Halloween time! The main segment is an interview with the tech team from Tahoe-Truckee Unified…

1
Live from Pioneer: How a unified Customer Agent will transform the entire customer lifecycle 17:02

26d ago17:02

17:02

What if every customer interaction – from sales to success – could be handled seamlessly by one Customer Agent? In this episode, Franka Martinovic, Director of Customer Support at Intercom, sits down with Rati Zvirawa, Director of Product Management at Intercom, to discuss the bold vision behind this reality we're moving towards with Fin. They disc…

1
Episode 237 - Drone Debrief, Google Inactive Accounts, and MOREnet 1:05:20

1M ago1:05:20

1:05:20

In this episode, we debrief last week’s Campus Guardian Angel interview, dig into Google’s new policy to delete inactive accounts after two years, and reflect on the recent AWS/DNS outage that impacted services. Then, K12TechPro's Hayden the New Guy brings multiple on‑site interviews from the MOREnet conference! Tech Department Salary Survey View t…

1
Live from Pioneer: AI is a long overdue promotion for customer service 14:54

1M ago14:54

14:54

AI is giving customer service a long-overdue promotion. But what does that really mean? In this episode, Leanne Harte, Senior Manager of Customer Support at Intercom, sits down with Guneet Singh, VP of Customer Experience and Care at AppFolio, to discuss how AI is transforming support from a cost center into a growth engine. They unpack how to reth…

1
Episode 236 - Can Drones Make Schools Safer? 1:11:47

1M ago1:11:47

1:11:47

On Episode 236 of K12 Tech Talk, we discuss California’s new law to protect students using AI chatbots and revisit Campus Guardian Angel, a startup building drone-based responses for active shooter scenarios. The episode features an in-depth interview with Justin Marston (CEO/co-founder) and Bill King (Chief Tactical Officer/co-founder) from Campus…

1
Live from Pioneer: AI is handling complexity we never thought it could 24:09

1M ago24:09

24:09

We used to believe only humans could solve messy, high-stakes customer problems. But what happens when AI Agents prove they can do this too? In this episode, Declan Ivory, VP of Support at Intercom, and Natalie Hurst, Senior Director of Customer Success at Nuuly, unpack how, with AI handling ever more complex customer interactions, the world of cus…

1
Fin Conversations Ep4: Fin Procedures in practice 11:15

1M ago11:15

11:15

Ruth O’Brien, Senior Director of AI Support at Intercom, and Declan Ivory, VP of Customer Support at Intercom, dive into Fin Procedures – a powerful new way for Fin AI Agent to handle complex, multi-step queries. Hear how Intercom’s own support team is using Procedures in practice, and the impact customers are seeing so far – from higher resolution…

1
Episode 235 - Middle Schoolers are the Best! 50:16

2M ago50:16

50:16

In this episode, Josh and Chris discuss the impact of personal device bans, noting increased Google Docs traffic and the creative ways students attempt to access unblocked games. Chris shares insights into managing content filtering and the ongoing battle with unwanted websites. Finally, Chris interviews Brian Edwards, Director of Educational Strea…

1
Inside Pioneer 2025: Exploring what's next for customer experience 16:54

2M ago16:54

16:54

Intercom's Senior Director of AI Support, Ruth O’Brien, and VP of Customer Support, Declan Ivory, recap Pioneer, our summit for AI customer service leaders. They cover the announcement of Fin 3, the best-performing AI Agent capable of handling the most complex queries, our vision for a Customer Agent future, ideas on AI as a convergent force, and m…

1
Episode 234 - What happens when a student account is compromised? 40:54

2M ago40:54

40:54

This episode covers significant developments including the confirmed merger of Chrome and Android, the FCC's proposed changes to the E-rate program affecting school bus Wi-Fi and hotspots, and a critical discussion on controlling student account spamming and its associated risks like internal spam, data exfiltration, and privilege escalation. Refer…

1
Episode 233 - Teenagers Using AI Companions? 1:07:59

2M ago1:07:59

1:07:59

Episode 233 discusses the newest tensions between AI and schools: teenagers using AI companions and alarming incidents tied to platforms like Character.ai that have drawn federal attention. Josh talks about his student MFA pilot using Clever, how onboarding works (and how MFA can be network-aware to reduce classroom friction), and using student-led…

1
Smooth scaling: How Intercom manages 500+ product launches a year 23:53

2M ago23:53

23:53

In this episode of The Ticket, Ruth O’Brien, Senior Director of AI Support, is joined by Sean Reid, New Product Introduction Program Manager, and Beth-Ann Sher, Senior Knowledge Manager, to unpack how Intercom handles 500+ product launches a year. They share how the NPI (New Product Introduction) process enables both Fin and human teammates to deli…

1
Episode 232 - Killer Drones, Google Outages & AI Whack‑A‑Mole 49:00

2M ago49:00

49:00

On Episode 222, we unpack a busy week in school tech: a nationwide Google outage that disrupted Chromebook logins, new Sophos data showing improving ransomware recovery and falling ransom payments, and CETA’s annual report putting AI at the top of state priorities. The conversation dives into the controversial campus drone pilot approved in Florida…

1
Lessons from Vanta: Scaling support through trust, education, and AI innovation 30:24

2M ago30:24

30:24

In this episode of The Ticket, Vanta’s Director of Customer Support, Margarita Wilshire, joins Intercom’s Senior Director of Human Support, Bobby Stapleton, to share how her team blends human expertise, customer education, and AI innovation to deliver fast, trustworthy, and scalable support – while keeping customer experience at the heart of everyt…

1
Episode 231 - Our Top 5 Trending Back-to-School Topics 56:03

2M ago56:03

56:03

On this episode, Josh, Chris, and Mark unpack their top five back-to-school trends shaping K-12 technology in 2025. Topics include shifting budgets and funding pressures, rising costs for materials and software, widespread school cell phone policies and bell-to-bell enforcement, the rapid expansion of AI tools in classrooms (including Notebook LM a…

1
Episode 230 - Office 365 or Google Workspace or BOTH? 44:49

3M ago44:49

44:49

On this episode, the guys are back together with Mark sharing a story about a tech emergency during his recent Alaskan cruise vacation. This episode covers current events, including a potential cut in federal Title 1 funding and the elimination of all Title 2, 3, and 4 funding in a proposed House of Representatives budget. Chris, Josh, and Mark cel…

1
Episode 229 - MagicSchool, Esports, and Update Issues 59:26

3M ago59:26

59:26

Josh and Chris recap the hectic second week of school, covering Chromebook rollouts, Clever headaches, cell‑phone bans, and a recent ChromeOS update rollback. They also ask the question "Is Esports a sport?" The episode highlight? A candid interview with Adeel Khan, founder and CEO of MagicSchool. Adeel shares MagicSchool's origin story, how MagicS…

1
Fin Conversations Ep3: The blueprint for scaling AI in customer service 20:04

3M ago20:04

20:04

In this episode, Senior Director of AI Support Ruth O’Brien and VP of Support Declan Ivory take you inside part two of Intercom’s AI Agent Blueprint: "Scale it." They share lessons from being the first support team in the world to deploy a generative AI agent and dive into the organizational shifts that make scaling the impact of AI possible. From …

1
Episode 228 - The First Week Back 47:12

3M ago47:12

47:12

Josh and Chris talk about the first week back to school - Smartboard repairs, missing classroom printers, tech tickets, moving equipment, and more. They also share anecdotes about Mark’s Alaska trip (send pics for prizes). They also discuss vendor DPAs, the fallout from bell‑to‑bell cell phone bans, and creative MFA options. -------------------- Li…

1
Exploring 'The Wheel': Clay’s rotational program creating future leaders through customer service 27:24

3M ago27:24

27:24

Ruth O’Brien, Senior Director of AI Support at Intercom, sits down with George Dilthey, Head of Support at Clay, to explore “The Wheel” – Clay’s 15-month rotational program that begins in customer service and develops the next generation of tech leaders. Find out more about The Wheel program here. Watch this episode on YouTube: https://youtu.be/zUw…

1
Episode 227 - State‑Mandated AI, Back‑to‑School Mayhem & the Birth of "Grumpy Josh" 46:23

3M ago46:23

46:23

Josh, Chris and Mark dive into the chaos of the back‑to‑school rush and the latest K‑12 tech headlines. Topics include Ohio’s new requirement that districts adopt AI policies, the pros and cons of writing evergreen AI regulations, and how that mandate could interact with existing tech agreements. The trio also covers recent news like ChatGPT‑5’s la…

1
Fin Conversations Ep2: Inside The AI Agent Blueprint 20:13

4M ago20:13

20:13

We've just launched "The AI Agent Blueprint" – a two-part strategic map for launching and scaling AI in customer service. It's designed to help customer service, CX, and AI transformation leaders deploy fast, scale with confidence, and achieve meaningful business transformation with AI. In this episode, Senior Director of Human Support Bobby Staple…

1
Episode 226 - Back to School with Gemini... or Not? 47:18

4M ago47:18

47:18

In this episode, we talk about AI (and other things)! We discuss the growing concerns surrounding school surveillance tools, examining case studies where innocent student jokes have led to harsh outcomes due to automated threat detection. Shifting gears, we look at the availability of AI tools like Gemini Pro and ChatGPT for college students, inclu…

1
Episode 225 - How Are Districts Handling State Cell Phone Bans? 43:21

4M ago43:21

43:21

This week, we're covering some hot topics making headlines, including the recent unfreezing of billions in education funds, new disability policies being considered in Louisiana that involve cameras in classrooms, and the rise of AI-powered instruction in a Texas private school. Beyond the news, our main topic is a deep dive into how states and sch…

1
Episode 224 - Vendor Support in Small Districts 39:09

4M ago39:09

39:09

Join us this week as we welcome our new AI co-host and delve into the unique challenges and opportunities of vendor support in small districts. From the highlights of the MidwestTechTalk conference to the intricacies of tech support for small schools, we cover it all. Hear about the latest AI updates in education with Canvas integrating ChatGPT and…

1
Reinventing QA and Training for the AI Era 33:02

4M ago33:02

33:02

As AI agents deflect more and more customer conversations, support teams are being thrown straight into the deep end. In this episode of The Ticket, Senior Director of Human Support at Intercom Bobby Stapleton chats with Mark Hughes, Co-Founder and CEO of SolidRoad - an AI-first training and QA platform transforming how CX teams ramp, upskill, and …

1
Episode 223 - Everything You Need To Know About Google's Summer Updates! 58:41

4M ago58:41

58:41

Josh, Chris, and Mark dive deep into the latest product and licensing changes announced by Google this summer. The trio discusses how Google's updates could impact schools, highlighting essential decisions IT Directors and educators need to make regarding AI tools like Gemini and NotebookLM. Special emphasis is placed on Google's move to enhance th…

1
Episode 222 - Live from the GAMEIS Conference! 57:30

4M ago57:30

57:30

Join us for an exciting episode recorded live at the GAMEIS Conference in beautiful Savannah, Georgia. Our hosts dive into the world of education technology and cybersecurity with insights from key players in the field. Listeners will hear from prominent figures in the Georgia ed-tech scene, including Rusty Boone from McIntosh County, who shares in…

1
Fin conversations ep1: The Secret to Sustaining 75%+ AI Resolution Rates 19:17

5M ago19:17

19:17

How do you keep your AI agent accurate when the product changes every week? Bobby Stapleton, Senior Director, Human Support, Intercom, chats with Ruth O’Brien, Senior Director, AI Support, Intercom, about how Intercom’s support team maintains 75%+ resolution rates - from the processes behind new product launches to the culture of continuous improve…

1
Episode 221 - Supreme Court Decisions and Google Updates 34:31

5M ago34:31

34:31

Join Josh and Mark on the K-12 Tech Talk Podcast as they tackle pressing issues impacting the education sector. This week, they delve into the Supreme Court's decision to preserve E-Rate funding, celebrating a 6-3 vote victory that aligns with predictions. Listen in as they break down the implications of dissenting voices seeking stricter non-deleg…

1
How a “Bot Wrangler” uses AI to scale support without compromise 28:55

5M ago28:55

28:55

Intercom power user and automation expert Sam Miller, Customer Support Operations Manager at Dental Intelligence, joins Ruth O’Brien, Senior Director, AI Support at Intercom to share how his team blends AI and human support to deliver a high-quality experience at scale. Follow the people https://www.linkedin.com/in/ruthieob/ https://www.linkedin.co…

1
Episode 220 - ISTE Preview and Summer Staff Transitions 39:48

5M ago39:48

39:48

Welcome to this week's episode with Chris and Mark (Josh is on vacation!). We give a sneak peek of ISTE and its EdTech index and the five quality indicators that are setting new standards for EdTech vendors. This episode also examines the timely topic of staff transitions over the summer, unpacking the challenges associated with tech handovers, acc…

1
Episode 219 - Do you enable GenAI tools for all age levels? 46:12

5M ago46:12

46:12

Join Josh, Chris, and Mark for Episode 219! We dive into the latest news, including the State of Maine's Yubikey deployment, the reintroduction of KOSA, and Google's Gemini and NotebookLM now available for K12. Plus, we'll cover the ongoing E-rate decision. Our main topic for this episode: How are you deploying AI in your district now that major LL…

1
Episode 218 - Rethinking Guest WiFi (Without Mark) 43:53

6M ago43:53

43:53

On this week's episode, Chris and Josh discuss guest WiFi, in particular whether or not to offer it to students during the school day, new employees (training, accounts, and more), and tech dept vacation days. https://www.the74million.org/article/school-districts-unaware-boarddocs-software-published-their-private-files/ https://www.bleepingcomputer…

1
Episode 217 - How to Write a Better RFP 43:07

6M ago43:07

43:07

On this week's episode, hosts Josh, Chris, and Mark discuss the Dept of Education's proposed budget and what the cuts could mean for K-12 education. Many of the programs may seem distant from our world but the trickle-down effects could be felt immediately for many districts. We also dive into some additional changes at the FCC as well as MS-ISAC, …

1
Episode 216 - How do you handle a curious or mischievous tech student? 50:40

6M ago50:40

50:40

Tune in for an engaging chat about the latest educational AI updates from Microsoft, which include new tools and changes, such as Microsoft co-pilot chat features for students aged 13 and up. The discussion also touches on the dynamics of summer school technology mishaps. The hosts also discuss how to handle students' tech misadventures, exploring …

1
Measuring every conversation: How CX Score is changing the game 43:15

6M ago43:15

43:15

CSAT has long been the go-to metric for support teams - but now there's a better way to measure how customers really feel. In this episode, Jared Ellis, Senior Director of Global Product Support at Culture Amp, joins Intercom’s Bobby Stapleton to explore his team's experience trialing Intercom’s new AI-powered Customer Experience Score. They unpack…

1
Episode 215 - PowerSchool Hacker Has Been Caught! 49:27

6M ago49:27

49:27

Josh and Mark dive into the arrest of the notorious PowerSchool hacker, revealing the unexpected identity of the mastermind behind one of the year's biggest cyber breaches. Join them as they speak with cybersecurity expert Michael Klein, who provides insights into the hacker's profile and discusses the implications for school districts and policyma…

1
Episode 214 - More Cell Phone Laws / Memphis vs. PowerSchool / Summer Collections 48:15

6M ago48:15

48:15

In this week's episode of the K12 Tech Talk podcast, join the team as they delve into two states moving closer to banning cell phones in schools, exploring how such bans are enforced at the state level. The discussion also covers Congress's recent changes to the E-Rate program, analyzing the implications these changes have on school funding and int…

1
Episode 213 - TikTok Chromebook Trends & More PowerSchool Woes 1:00:00

7M ago1:00:00

1:00:00

This week, we discuss CoSN's initiative to train educators in AI readiness, aiming to scale AI adoption in K12 schools nationwide. The program features expert trainers and a K12 Gen AI Maturity Tool to help districts navigate the opportunities and risks of AI integration. Additionally, over 250 tech CEOs, including leaders from companies like Adobe…

1
Episode 212 - Navigating Indiana's Tech Education Landscape: Insights from the Indiana CTO Clinic 1:02:42

7M ago1:02:42

1:02:42

Join us live from the Indiana CTO Clinic, where tech and education experts come together for a vibrant discussion on the latest trends in tech integration in K12 education. The episode captures candid conversations with guests from various school districts across Indiana, spotlighting challenges and solutions in educational technology. Listen in as…

1
From siloed to seamless: What it really takes to unify the customer journey 30:34

7M ago30:34

30:34

When customer experience lives in silos, customers feel the gaps — and businesses miss opportunities to build loyalty. In this episode, John Durocher, Chief Customer Officer at Calix, joins Intercom’s Senior Director of Human Support Bobby Stapleton to discuss how breaking down silos, embedding customer success into every team, and using AI for sma…

1
Episode 211 - Curriculum Opt-Outs and Trump's K-12 AI Plan 1:00:00

7M ago1:00:00

1:00:00

Join us in this episode as Josh, Mark, and special guest K12TechPro's Jason Rooks dive into two compelling stories surrounding curriculum opt-outs and the complex position schools find themselves in. They explore a recent Supreme Court case impacting parental rights in curriculum choices and how this trend affects K-12 institutions nationwide. The …

1
Episode 210 - Tariffs, Special Requests, and Food! 52:33

7M ago52:33

52:33

In this episode, we dive into the current issues surrounding technology tariffs and their impact on K-12 education. We explore how these tariffs affect school budgets and procurement processes, providing insights into recent changes and what schools should anticipate moving forward. A segment is dedicated to addressing the complex topic of managing…

1
Episode 209 - Dept of Ed Closure & K12 Technology 47:50

8M ago47:50

47:50

Episode 209 covers a range of topics, including a recap of the PowerSchool interview, news on a UC Irvine study about AI usage among teens, potential cuts to K12 cybersecurity funding, and a humorous moment involving the Secretary of Education (A1!). The main focus is on exploring the potential impacts of the Department of Education's closure on K1…