Transforming Small Business and Retail: Insights from Greg Kular
In a recent episode of the Retail Roast podcast, Greg Kular, a veteran of the call centre culture, fintech innovation and a pioneer in blockchain and AI technologies, shared his insights on how technology is reshaping small businesses and the retail sector.
Greg Kular’s journey began in the 1990s when he led groundbreaking advancements in the contact center industry. He was instrumental in bringing call centers to Canada (nearshoring), expanding operations globally to countries like India and the Philippines (offshoring), and later introducing the concept of home-based agents (home-shoring). His innovative spirit positioned him as a leader in utilizing technology to revolutionize customer service and business operations.
One of Greg’s notable achievements includes conducting the first VoIP call for Salesforce from New Delhi to San Francisco, setting the stage for modern communication in businesses.
In recent years, Greg has shifted his focus to blockchain and AI, technologies he believes are essential for driving transparency, efficiency, and trust. His work includes advising early-stage startups and helping them integrate these tools into various sectors, including agriculture. Greg is particularly passionate about using blockchain to enhance supply chain transparency, ensuring traceability from farm to table.
“Technology is no longer a luxury for businesses—it’s a necessity,” Greg emphasized. He pointed out that just as websites and mobile apps were once revolutionary, today’s small businesses must integrate AI and blockchain to remain competitive.
Greg highlighted the transformative role of AI and blockchain in addressing common business challenges:
Greg shared examples of how technology is being applied in businesses today. One case involved a Vancouver restaurant chain that used AI to analyze over 150 data points, from the speed of service to kitchen efficiency. This data created real-time dashboards, improving both customer satisfaction and staff engagement.
“AI enables businesses to make data-driven decisions that were unimaginable a decade ago,” Greg explained.
Looking ahead, Greg is optimistic about the potential of emerging technologies like quantum computing and wearable devices. However, he stressed that the key to success lies in early adoption and continuous learning.
“Think of AI as your digital black box,” Greg said. “The faster you start engaging with it, the better prepared you’ll be for the future.”
Greg’s career exemplifies how embracing innovation can redefine industries. From pioneering global call centers to championing blockchain and AI, he has consistently been at the forefront of technological change. His advice for businesses is clear:
Greg’s perspective offers a blueprint for how businesses can navigate the challenges and opportunities of the digital age. As he aptly put it, “The future of business is being created today—don’t wait to be a part of it.”
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