About this podcast
Interviews with the best brains in AI, sharing how to improve customer experience and business operations using emerging AI technologies such as voice AI, conversational AI, NLP, Large Language Models (LLMs), generative AI and more.
We educate business leaders and teams on why and how AI technologies are revolutionising the way consumers engage with businesses and the internet, why that matters and how to implement it properly.
“One of the most consistently insightful and deeply respected podcasts in the industry”
Bradley Metrock, Score Publishing
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Episodes
The newest 20 of 397 episodes
- AI is stripping brand value: Matt Clare, ujet · 58 minWhat happens to your business when your customer's AI agent is the one calling? Matt Clare, VP Product Marketing at UJET, joins me on VUX World. We get into customer-owned AI…
- You built AI agents. How do you keep them under control? Ani Narayan, co-founder and CGO of Lyzr AI · 41 minWhat happens when AI agents spread across your business, each using different models, tools and data?I spoke with Anirudh (Ani) Narayan, co-founder and CGO of Lyzr AI, about the…
- Is your business ready for personal agents? · 14 minWhat happens to your contact centre when customers have AI agents that can make calls for them?At CCW Europe in Amsterdam, I spoke with Nikola Mrksic, CEO of PolyAI, about…
- How Lemonade Builds Customer Trust with AI · 13 minIf an AI agent chooses your insurance, what makes you trust the insurer when you need to claim?At CCW Europe in Amsterdam, I spoke with Bogdan Tancic, Director of Customer…
- What it takes to make agentic AI work at scale · 9 minAgentic AI is moving from helping employees to serving customers. But getting the technology to work is only part of the job. At CCW Europe in Amsterdam, I spoke with Michiel…
- Exclusive: Inside Automation Anywhere’s boost.ai acquisition plans · 49 minAutomation Anywhere has agreed to acquire boost.ai. What could that mean for customer experience, personal AI agents and the autonomous enterprise?In this exclusive interview…
- What does it take to make a voice AI agent reliable? · 37 minReliable voice AI comes from rigorous testing and evals, and Rohan Vasishth from Bluejay sees trust as the fundamental bottleneck holding back enterprise deployment. Rohan is…
- Keeping control of your AI agents · 38 minStacey Kyler and Guy Tonye of Zammo return to the show for the first time since 2021. Back then they were building for Google Assistant, Alexa and Cortana. ChatGPT arrived soon…
- The two things contact centres have been missing until now · 32 minThe contact centre holds a record of almost every customer interaction. Every conversation carries a signal about why customers are calling and what is behind it. Processing…
- From chatbot to voice AI: what changes? · 51 minVoice AI is the channel everyone is talking about in 2026. One of the biggest things slowing it down is often already sitting inside your stack. In this episode, I’m joined by…
- Cobus Greyling: why intents, graphs and conversation design have come full circle · 1 h 14 minI'm joined by Cobus Greyling, AI evangelist at Kore.ai, for a wide-ranging conversation on where enterprise AI actually stands today. We explore why many of the ideas now being…
- From answers to actions: building better government AI · 56 minPlenty of AI assistants can answer the question in front of them. Fewer can work out what someone is actually trying to do and help them do it. In this episode, we're joined by…
- How Simplyhealth scaled voice AI to resolve 30% of calls with Paul Atkins · 54 minAlmost a third of Simplyhealth's incoming calls are now resolved by AI, and email handling time has fallen from 12 minutes to 2. The company is achieving those gains while…
- Inside the platform enterprises use to build AI agents with Rasmus Hauch, CTO at boost.ai · 52 minSafe, reliable, production-ready AI agents don't come from the model. They come from everything built around it. Rasmus Hauch is CTO of Boost.ai, one of the enterprise platforms…
- How ING is building the instant mortgage with agentic AI · 43 minA traditional mortgage can take weeks to process. Every application moves through rounds of document requests, condition checks, and broker queries before a decision is made. ING…
- From TOBi to Super TOBi. Vodafone's AI Evolution with Jordan Anglin · 10 minIn this episode, recorded at the CCW UK Summit, we’re joined by Jordan Anglin from Vodafone to explore the company's approach to customer experience and how AI supports faster…
- Turning AI hype into real customer value, with Simplyhealth and EdgeTier · 15 minWe recorded this episode at the CCW UK Summit in May, capturing some of the key conversations shaping customer experience, service and AI. AI is everywhere in customer…
- How the company behind Uswitch and Money.co.uk uses AI to resolve up to 70% of customer conversations with Anna Fedorchuk, RVU · 40 minWhen you switch off your call centre, AI has no safety net to fall back on. RVU did exactly that, building an AI-first customer operations function that serves millions of UK…
- Omotenashi: Japanese concept of hospitality and what CX teams can learn from it with Daniel Orenes Ferrández, Uber · 46 minJapan has one of the lowest average NPS scores in the world, and the reason is cultural: Japanese customers expect more. Daniel Orenes Ferrández, Senior Manager of Customer…
- The trust layer banks need for an agentic future with Mathias Fanschek, Raiffeisen Bank International · 38 minWhat happens when customers stop opening banking apps and start managing their finances through AI assistants? In this episode, we sit down with Mathias Fanschek, Head of Digital…
