Scale To Win with Dominic Monkhouse

In this episode, Nikola reveals his contrarian belief that AI can be better than humans at customer service (not instead of humans, they'll do very different work), why he spent two hours on the phone with Vodafone when he got their confirmation email with someone else's name on it (and why that's not really about AI or humans), why they built a "token leaderboard" internally to track which AI tools they're using most, why junior developers will definitely beat senior ones at learning these tools (plasticity just goes down as you age), how AI gives him superpowers as a CEO (a chief of staff reminding him he promised something 4 days ago), and why their business model is "Rolls Royce for large enterprises, BMW for everyone else." He also shares his journey from a Serbian family to the University of Cambridge, how his PhD supervisor convinced him not to do a PowerPoint job at McKinsey, and why he ended up founding a voice AI company instead of working in finance (he wanted to be "a proper monkey" as well as a PowerPoint monkey, in his words).What you'll learn:🤖 AI can be substantially better at customer service (humans already lost their role long ago in most companies)📞 The Vodafone example: edge cases, six different humans bouncing you around, why most companies lack taxonomy of failures💼 Rolls Royce + BMW model (premium high-touch implementation + self-serve platform for SMBs)🧠 Plasticity matters: junior devs will beat senior ones at learning AI tools (nature's law—ability to learn new things decreases with age)⚡ AI superpowers for CEOs (chief of staff reminding you of commitments, transcription of meetings, Slack tracking)🎯 Why Google can't compete (they care about ads and compute use, not customer service—you go down their priority list)📊 "Token leaderboard" to track which AI tools you're using most🏢 From consulting motion + tech to becoming a platform businessAbout the Guest:Nikola Mrkšić is CEO and co-founder of Poly AI, a Series D company building voice AI agents for enterprise customer service. The company is a spin-out from the University of Cambridge where Nikola met his co-founders and the whole senior research team. They'd all worked on building really good voice agents for their professional and academic lives. The business started with an idea to prove voice technology can be a good thing in people's lives, not just "that pesky thing that gets you to not speak to a human when you really want to speak to a human."Connect with Nikola Mrkšić - https://www.linkedin.com/in/nikola-mrksic/--------Sign up to receive our weekly Scale To Win newsletter:https://subscribe.monkhouseandcompany.comFollow Dominic on LinkedIn:https://linkedin.com/in/dominicmonkhouseChapters:00:00 Introduction01:17 Series D company background and voice technology focus02:33 AI surpassing human customer service capabilities05:18 Personal story of frustration with customer service08:07 Successful AI implementations in hospitality and finance10:58 AI handling sensitive customer service cases13:16 Broad societal changes due to AI integration15:00 Impact of AI on workplace efficiency and team dynamics19:30 Young people naturally adapting to AI tools23:30 Discussion on younger generations and AI fluency24:46 AI improving individual weaknesses in the workplace29:10 Transition of Poly.ai to a more platform-based model33:01 Challenges of scaling B2B SaaS in different markets36:01 Immigrant perspective in building successful companies40:08 Nikola's educational journey and serendipitous career path48:21 Competitive position against major tech companies

As 2025 draws to a close, we're replaying some of the show's standout conversations from this year. This episode with James Kerr remains one of the most thought-provoking discussions. Whether you're hearing it for the first time or revisiting the insights, there's plenty here to fuel your leadership thinking as we head into the new year.James Kerr is a writer, coach, and consultant who specialises in leadership, culture and mindset in high-performing teams. His global bestseller, 'Legacy' has been described by The Daily Telegraph as “the modern version of Vince Lombardi’s guides to coaching”, saying that "for those searching for genuine keys to team culture, it is manna from heaven".James has worked with Tier One Special Forces, the English Premier League, international cricket, Formula One, America’s Cup, Major League Baseball, and Olympic pathways. He has guest lectured at Westpoint Military Academy, Sandhurst and Eton College and written for the BBC, Independent, Times and Guardian. His corporate clients have included Google, Spotify, Goldman Sachs, McKinsey & Co, Adidas, and Arc'teryx.In this frank discussion, Dominic explores the synergy between individual leadership and collective vision, and the critical role of cultural evolution in maintaining relevance and potency. James shares how the iconic “Sweeping the Shed” mantra, revolutionised team culture at the All Blacks, and how these principles can be applied beyond the rugby field into business and everyday life.DiscoverThe Role of Values in Sustainable Success: By embracing values such as humility, responsibility, and respect, the All Blacks created a foundation for long-term success, demonstrating that values-driven cultures outperform talent-driven ones.The Power of Rituals and Symbols: The enduring significance of the Haka demonstrates how rituals and symbols can reinforce identity, unity, and purpose within a team.Leadership Across Domains: The principles of leadership and cultural excellence are universal and can be applied across diverse fields, demonstrated by James’ work in sports, military, and business.Neuroscience and Leadership: The interplay between neuroscience and performance underpins how understanding the brain's responses to fear and confidence can inspire leaders to strike a balance between challenges and support, fostering growth and accountability.Connect with James - https://www.linkedin.com/in/james-kerr-09a70bbConnect with Dominic - https://www.linkedin.com/in/dominicmonkhouseBook recommendations:Viktor Frankl - Man's Search For Meaning - https://www.penguin.co.uk/books/347571/mans-search-for-meaning-by-viktor-e-frankl/9781846046384Daniel Kahneman - Thinking, Fast and Slow - https://www.penguin.co.uk/books/56314/thinking-fast-and-slow-by-kahneman-daniel/9780141033570Daniel Coyle - The Culture Code - https://danielcoyle.com/the-culture-code/Jim Collins - Good To Great - https://www.jimcollins.com/article_topics/articles/good-to-great.html#articletopJames' book Legacy is out now - https://danielcoyle.com/the-culture-code/Dominic’s book Mind Your F**king Business is out now - https://www.monkhouseandcompany.com/mind-your-fking-business/--------Sign up to receive our weekly Curious Leadership newsletter: https://subscribe.monkhouseandcompany.comFollow Dominic on LinkedIn: https://www.linkedin.com/in/dominicmonkhouse

Some industries are easy to disrupt. Infrastructure isn’t one of them. But by focusing on adoption over features, clarity over complexity, and tempo over comfort, Shelley Copsey has built FYLD into a company reshaping how frontline operations work.In this episode, she breaks down the real levers of transformation: making work visible, removing friction, earning trust in high-risk environments, and rebuilding leadership as the company scales. Her insights go far beyond infrastructure - they’re a blueprint for any CEO trying to grow a company inside a resistant or complex market.What you’ll learn:🔍 The root causes of productivity breakdowns in scaling organisations🎯 How to build products teams genuinely adopt and rely on⚠️ Common failure points in organisational transformation — and how to overcome them⚡ Practical strategies for maintaining operational tempo as your company grows🧩 How to evolve leadership roles to match the organisation’s next stage🛰️ Why organisational visibility unlocks high-quality, high-speed decisionsWho should listen:Founder–CEOs and execs scaling teams, product, and operationsLeaders driving change in complex or fast-growing organisationsInvestors and operators focused on AI-enabled execution and productivityBook recommendations:Any Human Heart - William BoydAmp It Up - Frank SlootmanFour Thousand Weeks - Oliver BurkemanAbout the Guest:Shelley Copsey is the co-founder and CEO of FYLD, an AI-powered fieldwork platform transforming operations for major infrastructure and utilities companies. She leads the company’s rapid scale-up across multiple regions, helping organisations deliver safer, more efficient, data-driven fieldwork.With 25+ years across infrastructure, emerging tech, and organisational transformation, Shelley has founded, grown, and led multiple enterprise SaaS ventures. Her experience includes building GeoSLAM into a global geospatial leader (acquired by Faro), serving on the founding board of Coviu through its pandemic hypergrowth, and contributing to several CSIRO spinouts, including Emesent and PaidRight.A Chartered Accountant with senior roles at CSIRO’s Data61, PwC, and KPMG, she has completed executive education at MIT and Stanford focused on AI and innovation. Her work has been recognised by EY Entrepreneur of the Year, Sifted 100, Tech Nation Future Fifty, and Startups.co.uk’s Hottest UK AI Companies.Shelley is known for her leadership in AI adoption, scaling SaaS in complex industries, and delivering technology with real operational impact.Sign up to receive our weekly Curious Leadership newsletter: https://subscribe.monkhouseandcompany.comFollow Dominic on LinkedIn: https://www.linkedin.com/in/dominicmonkhouse Chapters:00:02:04 - AI, Skill Shortages, and Industry Fallacies00:04:25 - Worker Productivity and Motivation00:06:34 - Shelley’s Move to the UK and Founding Story00:08:24 - FYLD’s Growth Journey and Market Traction00:09:25 - AI’s Societal Impact and Future of Work00:11:45 - How FYLD’s Technology Works00:13:55 - ROI: Productivity vs. Safety00:15:28 - Adoption vs. Innovation in Construction00:17:35 - Productivity Decline and Safety Regulations00:20:22 - Scaling and CEO Time Management00:22:08 - Leadership Team Evolution00:23:58 - Board Composition and Support00:28:05 - Systems and Scaling: CRM and Sales Process00:31:30 - Go-to-Market Strategy and Enterprise Sales00:33:58 - Hiring A-Players and Culture Fit00:36:29 - Handling Toxic Hires and Fast Exits00:36:52 - Book Recommendations00:39:45 - Maintaining Culture During Growth00:41:05 - Founder’s Role in Induction and Culture00:42:17 - Work-Life Balance and Passion

Can optimism really scale a company?In this episode, Dominic chats to Dan Williams, CEO of Orean Personal Care, to explore what it really takes to lead through chaos - from doubling revenue in tough markets to leading with vulnerability, optimism, and Ironman-level discipline.Under Dan’s leadership, Orean has grown from £3M to £30M turnover, becoming one of the UK’s fastest-growing contract manufacturers in the beauty industry — all while achieving B Corp certification and building a culture rooted in learning and care.What you’ll learn:💪 How training for an Ironman reshaped Dan’s mindset as a CEO💡 The power of optimism when leading through adversity❤️ Why vulnerability builds trust faster than authority ever could🏭 How Orean scaled without losing its culture or values📈 What it takes to grow sustainably - from £3M to £30MIf you’re a founder or CEO navigating the messy middle of growth — trying to scale your team, your systems, and your mindset — this is a masterclass in how to stay human while building something extraordinary.Book recommendations:Unbeatable Mind - Mark DivineThe Obstacle is the Way - Ryan HolidayStart With Why - Simon SinekMan's Search for Meaning - Viktor E FranklAbout the guest:Dan Williams is the CEO of Orean Personal Care, a UK-based contract manufacturer producing premium skincare, haircare, and wellness products for some of the world’s most innovative beauty brands.Under his leadership, Orean has grown tenfold in revenue and achieved B Corp certification, balancing profit with purpose.A lifelong endurance athlete, Dan brings his Ironman mindset into business — combining optimism, resilience, and relentless learning to build a company culture defined by progress, not perfection.Sign up to receive our weekly Curious Leadership newsletter: https://subscribe.monkhouseandcompany.comFollow Dominic on LinkedIn: https://www.linkedin.com/in/dominicmonkhouse Chapters:00:01:00 - Dan Williams: Background and Personal Life00:01:32 - Business Growth Journey00:03:39 - The Importance of Optimism00:04:53 - Vulnerability as a Strength in Leadership00:06:44 - Challenges of Turnarounds and Maintaining Energy00:08:24 - The Role of Sports in Personal Development00:10:42 - Achieving Goals Through Determination00:12:05 - The Impact of Belief and Support00:13:22 - Leadership and Management Styles00:16:03 - Promoting from Within vs. Hiring Externally00:18:05 - Succession Planning and Employee Development00:21:06 - Overview of Orean's Business Model00:23:34 - Curiosity and Understanding Customer Needs00:27:14 - Establishing a Five-Year Vision00:30:02 - Building a Strategy for Growth00:32:29 - Evolving Leadership Team Dynamics00:33:09 - Time Management and Work-Life Balance35:00.00 - Navigating Challenges in Leadership37:19.00 - Balancing Passion and Time Management as a CEO42:13.00 - Finding Balance Between Passion and Life43:19.00 - Effective Hiring Strategies and Lessons Learned45:23.00 - Mastering the Art of Interviewing49:02.00 - Book Recommendations

Fundraising playbooks often skip the messy middle. This one doesn’t.In this panel episode, three founder–CEOs who actually closed rounds in the last year unpack how fundraising in the UK really works - from brutal pre‑seed rejections to Series A droughts, and everything in between.They break down the tactics that moved term sheets, the traps that wasted weeks, and how to run a tight process: negotiating with leverage, surviving due diligence, and choosing investors you’ll still want to text when the wheels wobble.We get into ARR “magic numbers”, family offices, co‑leads, board control, and why capital = time - so if you’re going to raise, spend it to move faster.What You’ll Learn -Running a process: staged “sexy → deep” data rooms, deadlines, partner‑first intros, FOMO at events like SaaStock.Numbers that matter: why $5m and $10m ARR are real gates for many funds; how fund size dictates your exit math.Investor fit: difference between US vs EU/UK funds, VCTs, growth equity, family offices - and what each expects from you.Negotiation &amp; leverage: controlling access, not sending the deck without a meeting, co‑lead trade‑offs, when to push back.Due diligence without burnout: what to prepare, what to outsource, and why you still need extra hands even if you’re “organised”.People and pace: raising to move faster (recruiters, senior hires), opening in the US, and hiring outside London. About the Guests -Jo Saxby- Co‑Founder, SpruceSoftware for heat‑pump installers; accelerating decarbonisation of buildings. Latest raise £3m+; ARR moved from hundreds of £k to ~£1m run‑rate by Christmas. Pre‑empted round, sequencing, and pitching smarter.Paul Archer - CEO &amp; Founder, DuelEnterprise brand‑advocacy platform powering growth via passionate fans for top fashion/beauty/retail brands. Recently raised $16m; ~$4m ARR at raise, targeting $10m ARR near term. Co‑lead lessons, NYC expansion, beachhead strategy.John Readman - Founder &amp; CEO, <a href="https://askbosco.io/" target="_blank" style="background-color: transparent; color: rgb(17,

What if the secret to skyrocketing your business lies not just in sales, but in understanding your customers on a deeper level? In this episode of Curious Leadership, Dominic Monkhouse chats with James Peach, award winning speaker, investor and brand marketing expert whose portfolio includes roles at Innocent, Uber, and Vinted, about customer obsession, and how it shapes brand marketing strategies that resonate and influence buyer perceptions.&nbsp;James dives head first into the very essence of brand marketing, how it transcends mere promotion to become a powerful tool for problem-solving and emotional engagement. Hear how effective brand marketing can transform what customers think about a business, driving loyalty and growth, and how the greatest challenge impacting every business lies in measuring brand impact versus direct sales metrics. Discover the vital collaboration between both brand and growth teams and how clear purpose is essential for motivating employees to enhance organisational efficiency - a principle not just applicable to large corporations but impacts all businesses, regardless of size or industry. Reflecting on his scale-up experience, James shares how fast-paced decision making can dramatically influence brand perception and the importance of maintaining a customer obsession throughout the journey. James's story is not just confined to corporate boardrooms and beanbags; it crosses over into global adventures and personal growth by pushing himself to the max - 2 years of solo cycling across the world, mirroring his leadership philosophy - embrace discomfort for growth and leverage experience for success.Book recommendations:Good to Great - Jim CollinsRadical Candor - Kim ScottWhen the Dust Settles - Lucy EasthopeWhat Got You Here Won't Get You There - Marshall GoldsmithSign up to receive our weekly Curious Leadership newsletter:&nbsp; https://subscribe.monkhouseandcompany.comFollow us on LinkedIn: https://www.linkedin.com/company/monkhouse-and-companyhttps://www.linkedin.com/showcase/curiousleadershipSubscribe wherever you get your podcasts:&nbsp;https://link.cohostpodcasting.com/52495078-fc00-41b8-a42e-9371bb2fa3e0?d=sZwdKMGh4

Ivo Dimitrov is co-founder and Chief Venture Officer at Finum, a neobank and financial solutions provider for SMEs and freelancers across Europe. Previously serving as CPO for five years, Ivo transformed his role to focus on high-risk, high-reward products, particularly AI accounting solutions. Before Finum, he co-founded a startup incubator (before the term existed) that launched hundreds of products, including the successful Modul Bank, now a top-three fast-growing SME bank in Russia. Based in Berlin, Ivo brings over a decade of fintech and product development experience to building the future of AI-powered business tools.SummaryIn this episode, Dominic explores the evolution from traditional product management to venture-focused innovation with Ivo, who's pioneering AI accounting solutions that promise to revolutionise how SMEs handle their finances. From his unique "Chief Venture Officer" role to the strategic decision to orchestrate rather than build AI models, discover how Finum is creating proactive AI agents that handle accounting tasks automatically while ensuring human oversight and trust.The conversation delves into the psychology of AI adoption, the importance of conversational UI design, and why the future belongs to companies that can integrate seamlessly into emerging AI platforms rather than compete with them. Ivo shares hard-won lessons from launching AI products in regulated industries and explains why "storytellers" are more valuable than ML engineers in today's AI landscape.DiscoverOrchestration Over Creation: The biggest mistake AI companies make is trying to build their own models instead of orchestrating existing foundation models from OpenAI, Anthropic, and Google. Time-to-market and adaptability are more crucial than proprietary technology.The Storyteller Role: Success in AI products requires "storytellers" - people who can explain complex requirements to AI models in simple terms. This skill is more valuable than traditional ML engineering for most AI applications.Conversational UI Revolution: The future of software interfaces isn't traditional buttons and forms, but enriched conversational experiences that dynamically present the right UI elements based on context and user requests.Proactive vs Reactive AI: The most valuable AI products don't wait for user requests - they proactively identify opportunities, send reminders, and take action, requiring only verification rather than instruction from users.Platform Integration Strategy: As AI platforms like ChatGPT become dominant, success will come from seamless integration rather than platform competition. Think App Store dynamics rather than trying to build competing ecosystems.Trust Through Transparency: AI adoption in high-stakes domains like accounting requires insurance backing, clear reasoning explanations for every decision, and the ability for users to easily override AI choices when needed.The Psychology of AI Acceptance: Humans apply zero-tolerance standards to AI errors while accepting much higher error rates from humans. Overcoming this requires strategic trust-building and demonstrable value delivery.European Market Complexity: Despite appearing unified, Europe requires country-specific approaches - Germans spend 12-17 minutes reading terms and conditions that French users skip through in 7-10 seconds, fundamentally affecting product design and adoption strategies.Connect with Ivo- https://www.linkedin.com/in/millt/Book RecommendationDominic’s book Mind Your F**king Business is out nowSign up to receive the weekly newsletter: <a...