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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

1:16:31

The evolution of conversation design in the age of...

VUX World ·

2026/02/06

Generative AI has changed how conversations are built and experienced. Georgios Tserdanelis, VP of Conversation Design at JPMorganChase, draws on 15 years of designing voice and chat systems to explain what still holds up, what breaks and why conversation design matters more than ever.Georgios brings years of hands-on experience designing voice and chat experiences across startups and global enterprises, including JPMorganChase, Cigna and Walgreens. With a background in linguistics, he offers a

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1:15:11

Automating customer service across 170 countries with...

VUX World ·

2026/01/30

HBX Group sits in the middle of one of the most complex customer service chains in travel. A single issue can span a traveller, a travel agent, a global booking platform and a hotel on the other side of the world.In this episode, we explore how HBX Group is leveraging artificial intelligence to transform its global customer service operations with Xavier Godoy Moya, Customer Experience & Automation Director, and Adam Tinsley, Global Customer Service Director.We break down how HBX uses AI-driven

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56:28

Designing conversational AI that works with Anne...

VUX World ·

2026/01/23

From IVRs to multimodal AI experiences, the hardest problems are rarely technical. In this episode, we dive into the evolving landscape of conversational AI and enterprise automation with Anne Cantera, Senior Product Designer at Optimum. With extensive experience in transforming traditional IVR systems into conversational interfaces, Anne shares valuable insights on the practical implementation of AI in customer service environments.We explore the concept of 'hybrid architecture' in AI

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1:05:10

The AI talent war with Chris Morrow, Founder of...

VUX World ·

2026/01/16

AI has moved from pilot projects to boardroom urgency. Companies feel the pressure to act, hire, and keep up. Many start with tools or chase a single unicorn hire. Chris Morrow, Founder of Digitalent, explains why this approach fails and why the real battle is for people who can drive transformation, culture change and long-term value.In this episode, Chris draws on two decades of experience in tech recruitment and his work with VC-backed startups, global enterprises, and governments. He breaks down

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51:23

The AI-driven evolution of the in-car experience with...

VUX World ·

2026/01/09

Cars are becoming one of the most competitive frontiers in AI, and most people don’t realise how complex it really is.In this episode, we’re joined by BalaKrishna Kolluru, Senior Director of AI at Cerence, the company powering conversational AI in over 500 million vehicles worldwide. With over 25 years of experience in machine learning and speech recognition, Bala brings deep insights into how generative AI is transforming the in-vehicle experience.We explore how voice AI in vehicles has evolved

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1:12:26

Why AI is the future of customer service with Fergal...

VUX World ·

2025/12/04

What does it really take to build AI that can resolve customer support at scale reliably, safely, and with measurable business impact?We explore how Intercom has evolved from a traditional customer support platform into an AI-first company, with its AI assistant, Fin, now resolving 65% of customer queries without human intervention. Intercom's Chief AI Officer, Fergal Reid, discusses the company's journey from natural language understanding (NLU) systems to their current retrieval augmented

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1:24:07

How AI is rewriting the business automation playbook...

VUX World ·

2025/11/17

In this episode, Joe Kim, the new CEO of DRUID AI, unpacks what might be the biggest shift in technology since the internet.We discuss the evolving landscape of artificial intelligence and its growing impact on businesses. Joe, who has been in his role for 70 days, brings fresh perspectives on how DRUID AI positioned itself as a workflow automation platform years before the market caught up, a bet that's now paying off as companies move beyond AI experimentation into real implementation.The

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1:20:14

What is agentic AI? Inside Teneo’s real-world...

VUX World ·

2025/11/06

Everyone's slapping 'agentic' on their AI products, but what does that even mean? Anne Jenkins, Vice President of Solution Architecture at Teneo, helps us separate substance from buzzwords.In this episode, Anne shares her expertise on agentic AI and the evolution of conversational AI technologies. We explore what truly makes an AI ‘agentic’ versus the marketing hype all over your LinkedIn feed and beyond. Anne explains why Teneo's hybrid approach, combining traditional NLU capabilities with large

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1:13:18

15 million chats per year: Lessons in AI-driven...

VUX World ·

2025/10/23

Once switched off during busy periods, Lloyds Banking Group’s chatbot now handles more than 15 million conversations a year. Learn what it really takes to build AI solutions that customers trust with their money.We sit down with Cainan Wright, Senior Product Owner, and John Young, AI Lead - Chatbots and Generative AI, from Lloyds Banking Group, to explore their remarkable nine-year journey in building one of the UK's most successful banking chatbots. From handling 3 million conversations in 2021 to

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58:16

Mastering context engineering in conversational AI...

VUX World ·

2025/10/16

In this episode, we dive into the art and science of context engineering with Martin Cross, President of Connect, a company that empowers enterprises to transform through the use of AI and automation.Martin shares how most businesses still approach AI with a technology-first mindset, deploying solutions before clearly defining the customer problem they’re solving. He explains why successful AI experiences begin with understanding the user journey, designing the right interaction, and then selecting

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1:02:05

Making human-like voice AI accessible and affordable...

VUX World ·

2025/09/25

Voice AI is having a breakthrough moment. With large language models delivering unprecedented understanding and next-gen text-to-speech achieving near-human fidelity, the possibilities for immersive, scalable, and personalised customer experiences are greater than ever.We’re joined by Andrei Papancea (CEO & Co-Founder, NLX) and Kylan Gibbs (CEO & Co-Founder, Inworld), who break down how their companies are working together, making studio-quality voice experiences accessible to developers and

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1:13:19

AI, empathy, and the future of work with Ian Jacobs,...

VUX World ·

2025/09/19

What happens when one of the world’s leading analysts on customer service and conversational technologies sits down to unpack the future of AI?We explore the profound implications of AI adoption with Ian Jacobs, VP, Lead Analyst at Opus Research. We discuss how AI is transforming contact centres and customer service operations, from agent augmentation to process automation.Ian shares insights on how businesses are navigating the balance between AI efficiency and human empathy, including the

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29:12

Expert analysis of the best AI platforms in 2025

VUX World ·

2025/09/12

Gartner's Magic Quadrant for Conversational AI platforms is back in 2025! This is a must-watch for CX leaders seeking to make informed decisions about their AI tech stack. Here, we provide deep technology market analysis for artificial intelligence in customer experience. Whether you're looking to build AI chatbots, AI agents, Retrieval Augmented Generation applications, these conversational AI platforms are the best of breed.Show notesKane Simms on LinkedInDiscover VUX ConsultingTake the updated AI

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1:10:04

Machines that talk: How Toyota drives innovation in...

VUX World ·

2025/09/05

As one of the world’s largest car manufacturers, Toyota is giving its machines a voice using AI as a trusted partner to transform how cars are built and serviced.In this episode, we speak with Kordel France, Principal AI Engineer & AI Architect at Toyota, to uncover how artificial intelligence is reshaping production and maintenance globally.We explore how Toyota has moved from technicians spending hours sifting through thousands of pages of manuals to intelligent systems that can diagnose

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45:22

NiCE & Cognigy: The AI arms race in CX has begun

VUX World ·

2025/08/08

The AI arms race in customer experience just got serious. We’re joined by industry legends Nerys Corfield (Injection Consulting), Jon Arnold (J Arnold & Associates), and Henry Iversen (boost.ai) to unpack one of the biggest AI moves in recent memory: NiCE’s $955M acquisition of Cognigy.We break down what this deal means for the future of AI-first contact centres, the fate of best-in-class point solutions, and the broader shift toward an AI-led customer experience strategy. From questions of

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1:02:31

Inside the analyst’s mind: How AI is reshaping...

VUX World ·

2025/07/28

From the hype cycle around AI to the real-world constraints enterprises face when adopting new tech, we explore the opportunities shaping the future of business communications in this episode. We’re joined by Jon Arnold, an independent tech analyst, for a conversation about the shifting landscape of enterprise communications. We talk about analysts' unique role in shaping vendor strategy and market perception.We discuss the current state of business communications technology, examining what Jon

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59:17

Inside the AI copilot revolution that saved Essent...

VUX World ·

2025/07/11

In this episode of VUX World, we chat with Kellin Sjoerds and Ricky Wekker, Conversational AI Engineers at Essent - the Netherlands’ largest utility provider and part of the E.ON Group to uncover the story behind their groundbreaking agent assist tool, Bolt.Bolt is an AI-powered agent copilot that has transformed Essent’s call centre operations, shaving an average of 60 seconds off every call and delivering over €1.8 million in savings, not through layoffs, but by reducing dependence on BPOs.We

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50:05

From IVR to AI: The future of voice testing in...

VUX World ·

2025/07/04

As generative AI redefines the contact centre, ensuring consistent performance across complex telephony networks becomes mission-critical.In this episode, we speak with Satish Barot, CTO at Klearcom, about the evolution of contact centre technology and the critical role of quality assurance in AI voice systems.We explore how organisations gradually transition from traditional DTMF-based IVR systems to more sophisticated conversational AI and generative AI solutions. Satish shares insights on why

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1:02:52

The enterprise AI evolution nobody’s talking about...

VUX World ·

2025/06/27

74% of CEOs think their jobs are on the line because of AI. Not because AI might replace them, but because failing to implement it successfully could cost them everything.Merlin Bise, CTO of Inbenta and former Head of Technology at a firm acquired by the London Stock Exchange, joins us to share how Inbenta is helping enterprises modernise their customer experience.Merlin explains that so many AI deployments fail, not because the technology is lacking, but because companies often bet on the wrong

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31:32

Gaining clarity in conversational AI live from Boost...

VUX World ·

2025/06/20

In this special episode, recorded live at Boost Camp, we have three industry leaders who are shaping the future of conversational AI: Ben Maxim, CTO at Michigan State University Federal Credit Union (MSUFCU), Åse Marthinsen, who leads generative AI at Norway’s largest bank, DNB and Nick Mitchell, Chief Revenue Officer at boost.ai.We cover the ever-changing landscape of conversational AI, including aligning teams, integrating data across channels and designing experiences that are on brand and

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