The Future of Work, Innovation in UCaaS & Digital Culture | DisrupTV Ep. 176

Join hosts R “Ray” Wang and Vala Afshar as they sit down with leaders driving innovation in collaboration tools, AI-powered workflow, and enterprise strategy.

Featured Guests

  • Kira Makagon – Chief Innovation Officer at RingCentral, where she leads strategy and product innovation across AI, UCaaS, and next-gen communication platforms.
  • Scott Britton – Co-Founder of Troops.ai, focused on embedding workflow intelligence into collaboration systems like Slack and Teams to simplify how work gets done.
  • Dion Hinchcliffe – VP & Principal Analyst at Constellation Research, recognized authority on enterprise collaboration, digital culture, and future of work strategies.

Key Takeaways

  • AI and UCaaS are merging: Kira Makagon highlights how unified communications platforms must embrace AI to drive efficiency, personalization, and adaptability in hybrid work environments.
  • Workflows must be contextual: Scott Britton emphasizes embedding workflows into collaboration tools—so employees can act on insights directly in Slack, Teams, or other work hubs.
  • Digital culture defines success: Dion Hinchcliffe explains how organizations must cultivate digital-first mindsets to thrive, blending new tools with trust, agility, and employee empowerment.
  • Customer expectations are evolving: All guests reinforced that frictionless, intuitive digital experiences are now essential to staying competitive.

Final Thoughts

This episode underscores a major shift: the future of work isn’t about technology alone—it’s about the culture, workflows, and trust that allow technology to empower people. As Makagon, Britton, and Hinchcliffe shared, leaders must rethink how platforms, AI, and digital culture intersect to deliver business outcomes.

💬 “It’s not just about building tools—it’s about creating cultures where those tools drive meaningful change.”

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Business Research Themes

Data to Decisions, Future of Work, Marketing Transformation, New C-Suite, Next-Generation Customer Experience, Tech Optimization

Roles

Chief Customer Officer, Chief Digital Officer, Chief Executive Officer, Chief Information Officer, Chief Marketing Officer, Chief People Officer