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PODCAST

VUX World

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

technology design

All Episodes

51:50

How True Classic tailored AI for customer experience...

VUX World ·

2025/06/13

In this episode, we explore how True Classic, a men's apparel brand, is leveraging AI to transform its customer support with Jordan Gesky, Senior Customer Experience Manager.We look at True Classic’s journey from rule-based automation to generative AI across multiple channels. Jordan talks about how their AI assistant, Crue, now handles customer service inquiries through chat, email and phone channels and how that’s reduced costs and time to resolve.We get into the practicalities of AI in customer

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58:53

AI vs BPO: Foundever's transformative journey with...

VUX World ·

2025/06/06

In this episode, we talk to Guillaume Laporte, Chief AI Officer at Foundever - a $4 billion BPO giant with 150,000 employees worldwide. Guillaume explains the massive impact of generative AI on the BPO industry, why it’s the biggest threat and the biggest opportunity for contact centres today.From deciding whether to buy, build or partner on AI solutions to navigating multiple client systems and languages, Guillaume shares how Foundever is transforming its workforce with AI-powered tools like

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44:51

Designing for generative AI: The UX evolution at...

VUX World ·

2025/05/30

Generative AI has changed everything - from how we build to how we design. In this episode, we’re joined by Alex Shin, Senior Product Designer at Prudential Financial, to talk about how UX is evolving in the age of LLMs.Alex shares his journey from studying Social Policy to UX and conversation design, including how he helped launch Prudential’s first customer-facing chatbot in 2022.We talk about how Prudential’s NLU-based chatbot is consistently getting customer satisfaction scores above industry

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51:09

The mid-market’s AI agent advantage with Braden Ream,...

VUX World ·

2025/05/22

What if the most exciting AI agent innovation isn’t happening in the enterprise, but in the mid-market?In this episode, we unpack Voiceflow’s explosive growth, the shift from flowcharts to frameworks, and why success today isn’t about having the smartest model, but about how you deploy it.We explore how to build reliable, production-grade agents, the rise of self-improving systems, and the emergence of agent-to-agent orchestration.And while mid-market companies are moving fast, Braden explains why

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1:35:30

The mad genius of using LLMs as classifiers with...

VUX World ·

2025/05/16

In this episode, Kane Simms is joined by Katherine Munro, Conversational AI Engineer at Swisscom, for a deep dive into what might sound like an odd pairing: using LLMs to classify customer intents.Large Language Models (LLMs) are powerful, multi-purpose tools. But would you trust one to handle the precision of a classification task?It’s an unlikely fit for an LLM. Classifiers typically need to be fast, accurate, and interpretable. LLMs are slow, random black-boxes. Classifiers need to output a

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1:08:02

Building AI maturity at Pandora with Sonia Ingram

VUX World ·

2025/05/09

In this episode, Kane is joined by Sonia Ingram, Global Director of AI at Pandora, to explore what it really takes to develop AI maturity in a global business.Many organisations aiming to get started with AI and generative AI often focus on short-term, point solutions to specific problems. This emergent strategy often led from the grassroots to solve siloed departmental pain points can work for proof of value. But it rarely scales.For example, a chatbot that handles returns brilliantly may not be

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57:25

AI beyond the hype: what actually works for...

VUX World ·

2025/05/01

In this episode, we chat with Andrei Papancea, CEO and Co-Founder of NLX, to cut through the noise and get real about where AI in the enterprise is delivering value, and where it's not.Andrei brings a refreshing dose of grounded perspective as the buzz around ‘agentic AI’ and generative everything reaches fever pitch. Instead of chasing trends or slapping AI onto every process, NLX is laser-focused on practical outcomes: real problems, solved efficiently, and with the right tech.We explore the

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48:01

AI on the rails: Arriva's journey into intelligent...

VUX World ·

2025/04/17

In this VUX World podcast episode with Kerry Phillipson, she reveals how Arriva Group transforms customer experience using cutting-edge AI technology. Learn how they're creating a virtual assistant that's not just another chatbot, but a smart, personable travel companion that understands your journey needs.Kerry shares with us how Arriva is driving AI innovation within the transportation sector. She explains how artificial intelligence is used to tackle real customer pain points, making travel

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51:32

Responsible AI, Real Results with Citizens Advice

VUX World ·

2025/04/11

In this episode on the VUX World podcast, we chat all about the innovative AI journey of Citizens Advice with Stuart Pearson.We discover how a nonprofit organisation is revolutionising customer support through Caddy, an intelligent AI assistant that reduces average handle time by 50% while maintaining a rigorous ethical approach.Stuart shares the meticulous process of developing an internal AI tool that supports contact centre agents, highlighting the importance of responsible AI implementation

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1:00:08

AI in action: NatWest’s approach to safe, scalable...

VUX World ·

2025/03/28

In this episode, we dive deep into how NatWest uses generative AI to reshape customer service at scale, with Mark Worden, Strategy & Innovation Lead for Cora at NatWest.We explore how one of the UK’s biggest banks is building AI-driven customer journeys that are smarter, faster, and more efficient. From traditional NLU-based bots to cutting-edge Retrieval Augmented Generation (RAG) pipelines, Mark shares how Cora Plus achieves up to 99% accuracy and drastically reduces handoffs to human

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58:41

Inside Autodesk’s AI-powered sales & CX...

VUX World ·

2025/03/21

AI is changing how businesses talk to customers, but how do you move beyond the hype and make AI work for your business? In this episode, we chat with Chafik Abdellaoui, Workforce and Quality Manager at Autodesk, about how AI is used in sales and customer experience and the real results.Autodesk is leveraging AI to analyse calls, generate follow-up emails and improve CRM data. AI is being used to make sales teams more efficient and effective. Chafik explains how AI is automating low-value tasks so

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58:26

Is AI enough? How businesses can stand out

VUX World ·

2025/03/13

In this episode, Panos Karagiannis, CEO of Moveo.AI, joins us to explore how AI has been reshaping business automation. Panos shares invaluable insights into what it takes to build production-ready AI agents, from scaling AI solutions across industries to navigating the complexities of enterprise adoption.We also dive deep into the real-world applications of Gen AI, the buy vs. build debate for enterprises, and the challenges of differentiation in a world where many businesses use the same

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1:06:47

Revolutionising AI usability with Jakob Nielsen

VUX World ·

2025/02/27

AI has made incredible strides, but is it truly user-friendly? In this episode, UX legend Jakob Nielsen joins VUX World to discuss why AI usability still lags behind and what needs to change. As the founder of UX Tigers and a pioneer in usability with 41 years of experience, Nielsen has shaped the field with groundbreaking contributions, including heuristic evaluation, Jakob’s Law, and the 10 usability heuristics. He has authored eight best-selling books, holds 79 patents, and was named “the king of

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1:02:08

AI agents: hype vs reality with Ronald Ashri, OpenDialog

VUX World ·

2025/02/20

This is an interview with Ronald Ashri, Co-Founder of OpenDialog. We discuss the evolving landscape of conversational AI. Ron shares how OpenDialog has progressed since our last conversation in 2021, highlighting the transformative impact of large language models and generative AI on the enterprise automation space.We dive into the nuances of defining "AI agents", calling out the hype and misuse of the term and putting a few of the well-known tech companies on the chopping block! We chat about how

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55:29

From traditional chatbot to generative AI excellence...

VUX World ·

2025/01/30

In this podcast with Sarah Heider, Digital Manager for Conversational AI at Salzburg AG, we explore the journey of revolutionising customer interactions with AI. From the early days of NLU-based chatbots to embracing generative AI and retrieval-augmented generation technology, Sarah outlines the challenges and breakthroughs in enhancing Salzburg AG’s digital assistant capabilities.The conversation highlights the strategic shift to generative AI, tackling complex use cases like public transport

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53:18

You won't believe how Rasa is revolutionising...

VUX World ·

2025/01/29

In this podcast with Alan Nichol, co-founder of Rasa, we chat about the rapidly evolving world of conversational AI. From the rise of ChatGPT to the death of intent classification, Alan shares insights into how modern AI systems, like Rasa'a CALM approach, are reshaping enterprise workflows and user experiences.Alan shares how Rasa's innovative platform integrates large language models with structured business logic is able to deliver robust, reliable, and natural conversations and highlights the

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1:00:23

Unlocking the Contact Centres Untapped Potential with...

VUX World ·

2025/01/16

In this insightful podcast episode, we delve into the transformative potential of generative AI in the contact center industry. The discussion explores how this cutting-edge technology can enable new mindsets and move beyond incremental improvements, fundamentally reshaping the way organizations approach customer service and support.At the heart of the conversation is the concept of "Customer Value Exchange" (CVX) - the idea of turning contact centers from traditional cost centers into strategic

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1:04:18

Navigating CX: Lean, AI, and Customer-Centric...

VUX World ·

2025/01/14

Join us as we dive into the evolving landscape of customer experience with Alannah Martin, Value Owner at Ovo Energy. From applying Lean Six Sigma principles to tackling inefficiencies, to scaling conversational AI for real-world impact, we explore how technology and human-centric design drive innovation in service industries. Discover the secrets behind successful chatbots, operational alignment, and reducing cognitive load for both customers and employees. Whether you’re a CX enthusiast or an

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56:12

Agentic AI and LLMs, what to expect in 2025

VUX World ·

2024/12/13

Mike Myer is the CEO and Co-Founder of Quiq, the generative AI conversational automation platform that's been making noise in recent months, with a flurry of genAI use cases in production with a whole host of enterprise brands. Mike joins me to discuss where we are with agentic AI adoption and trends he's observed in 2024 as well as forecasted trends and considerations for 2025. Hosted on Acast. See acast.com/privacy for more information.

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50:37

Bridging the Generative AI Gap: Governance, Quality,...

VUX World ·

2024/12/05

Every big tech company is working on foundational generative AI models and promises that the future will be different. Yet…Large Enterprises have generative AI policies in place now that prohibit the usage of the technology. There is a gap in the middle on an opportunity emerging surrounding quality assurance and governance for generative AI applications that will enable the technology to meet its potential whilst satisfying the concerns of enterprise.The company that is uniquely positioned to take

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367 results

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