In this episode of the Syndeo Podcast, host Oliver Lennon welcomes Bruce Pollock, Value Principal at NICE, to discuss the transformative potential of AI in customer experience. Drawing on his 30 years of industry expertise, Bruce shares insights into how AI can help businesses overcome common challenges like "analysis paralysis," while offering a path toward smarter, more efficient customer interactions. The conversation covers the critical role of analytics in driving actionable insights and ensuring businesses can act on data to improve both customer and agent experiences. Bruce emphasizes the need for companies to focus on not just adopting technology, but also creating a solid foundation with effective change management and clear ROI goals.  Looking ahead, Bruce shares his perspective on the future of CX, predicting that outbound communication will make a significant comeback and play a pivotal role in reshaping customer service. He also highlights the importance of upskilling agents to handle more complex interactions as AI increasingly takes over simpler tasks. With rapid changes in technology, this episode offers valuable advice for businesses that want to stay ahead of the curve and leverage AI and analytics to their full potential in delivering exceptional customer experiences.

In this episode, host Oliver Lennon is joined by Naomh McElhatton, Co-founder and CEO of Dara & Co., an AI-powered wellbeing platform. Naomh, a seasoned tech entrepreneur with over two decades of experience in marketing, digital technology and innovation, shares her journey from the early days of her career to leading a company that blends AI with human empathy to enhance personal development and digital wellbeing.    Naomh shares her unique insights into the importance of human-centred AI and her passion for promoting STEM education, particularly among young girls. As a thought leader in the tech community and a champion for digital wellbeing, Naomh discusses the challenges and opportunities in blending technology with personal development, the role of AI in enhancing human connections and the importance of balancing innovation with ethical practices.   Tune in to hear Naomh’s inspiring story, learn about the power of tech for good and discover how Dara & Co. is helping individuals build resilience and navigate the complexities of modern life using AI.

Join host Oliver Lennon for the second part of his conversation with Chris Gillen, CEO and co-owner of A Closer Look (ACL), a customer experience consultancy that helps brands build authentic and enduring customer-centric brand loyalty. Chris brings nearly three decades of expertise in customer experience, particularly in the retail space with major brands like Target, Home Depot, and Toys R Us.  Chris draws fascinating parallels between the industrial revolution and the current AI revolution, discussing the phases of AI adoption - from chaos and misunderstanding to normalisation and advancement. He explains the evolution from narrow AI, like Siri and Alexa, to the more advanced general AI, such as OpenAI's GPT models and speculates on the potential of super AI in the near future.  The conversation delves into the challenges companies face in keeping up with rapid technological changes, the importance of an AI roadmap and the critical balance between AI innovation and human emotional intelligence (HEI). As they discuss the implications of AI on job markets, brand loyalty, and the customer experience, Chris emphasizes the need for education and transparency in AI implementation.  This episode is a must-listen for anyone interested in understanding how AI is reshaping industries and what the future may hold. Tune in to gain valuable insights into the opportunities and challenges presented by AI and how businesses can strategically position themselves to thrive in this rapidly evolving landscape.

In this episode host, Oliver Lennon is joined by Chris Gillen, CEO and co-owner of A Closer Look (ACL), a customer experience consultancy that helps brands build authentic and enduring customer-centric brand loyalty. Chris brings nearly three decades of expertise in customer experience, particularly in the retail space with major brands like Target, Home Depot and Toys R Us.  Discover the intricate dynamics of brand loyalty as Chris differentiates between transactional and emotional loyalty. He shares valuable insights on how brands can build deeper connections with their customers beyond mere price gimmicks. Chris also touches on the unexpected intersection of Taylor Swift's fan loyalty and brand loyalty, introducing the "Taylor Swift effect."  Chris introduces his formula for success, AI + HEI (Artificial Intelligence plus Human Emotional Intelligence), emphasising the importance of blending technology with human touch to enhance customer experiences. Tune in to discover how businesses can strategically implement AI to augment rather than replace human interaction, ensuring a superior and emotive customer journey.  Don’t miss the first part of this insightful conversation with Chris Gillen as he sets the stage for a deeper dive into the world of AI and customer engagement in the upcoming second part.  Link to survey mentioned in episode: Striking the Balance: Leveraging AI in Call Centers While Maintaining the Human Touch - ACL conducted a survey of 1,709 consumers to understand their perceptions, attitudes and experiences with AI in customer service.

In this episode host, Oliver Lennon chats with Karin Aalberts, European Head of CX & EX Digital Business Consulting & Innovation at Orange Business about the evolving landscape of customer and employee experience (CX and EX). Karin, with a robust background in data science and omnichannel strategies, shares her extensive knowledge on the critical role of technology in simplifying and enhancing both customer and employee interactions. They delve into the challenges and opportunities presented by digital transformation, the impact of AI and GenAI on business processes, and the importance of integrating data seamlessly to provide a unified and personalised experience.     Whether you're a CX professional or just interested in the latest trends in customer service and technology, this episode offers valuable insights and practical advice. Tune in to learn how to navigate the complexities of modern CX and EX and stay ahead in the ever-changing digital landscape.    Show Notes:  Introduction (00:00)  Welcome and introduction of Karin Aalberts  Overview of the episode’s focus on CX and EX  Karin's Background (02:30)  Karin’s journey in customer experience and data science  Her role at Orange Business  Evolution of CX and EX (07:15)  Changes in customer and employee experience over the past 15 years  The impact of digital transformation  Technology Integration (15:45)  How technology simplifies interactions for consumers and employees  Examples of effective technology use in CX and EX  Challenges and Opportunities (25:30)  Common challenges in integrating new technologies  Opportunities presented by AI and GenAI in business processes  Omnichannel Strategies (35:00)  Importance of omnichannel strategies in customer experience  Insights from Karin’s research and practical applications  Future Trends in CX and EX (45:20)  Predictions for the future of customer and employee experience  How organisations can stay ahead in the digital landscape

Join host, Oliver Lennon as he chats with Alok Kulkarni, a serial entrepreneur and the CEO of Cyara, one of the world’s leading AI and voice testing companies. With over two decades of experience in the CX industry, Alok delves into the dynamic world of customer experience transformation. Discover how AI and voice technologies are revolutionising the way businesses interact with their customers. Alok shares the journey of Cyara, from its inception in Melbourne to becoming a global powerhouse and provides a glimpse into the future of customer service with AI. This episode is a must-listen for anyone interested in the intersection of technology and customer experience.   Show Notes: Introduction (00:00) Host Oliver Lennon introduces the episode and guest, Alok Kulkarni. Alok's Background and Journey (02:15) Alok shares his journey in the contact centre communications industry since 1996.Discussion on the founding and growth of Cyara. The Evolution of Customer Experience (10:45) How Cyara has transformed into an AI-led customer experience platform.The impact of AI and voice technologies on customer service. Challenges and Innovations in AI (18:30) The differences between past and present AI technologies.The role of generative AI in understanding human emotion and empathy. Practical Applications of AI in Customer Service (28:00) Examples of AI implementations in various industries.The concept of democratising customer experience through AI. The Future of Contact Centres (35:45) Predictions on the future landscape of customer service and AI.The potential for fully automated customer interactions.  Voice vs. Digital Communication (45:00) The enduring relevance of voice communication in customer service.How multimodal AI can enhance customer interactions. Conclusion and Future Topics (52:15) Oliver and Alok wrap up the discussion.

Join host Oliver Lennon as he kicks off series two of the Syndeo Podcast with CX thought leader, innovator and foresight strategist, Paula Kennedy Garcia. Renowned for her visionary thinking, Paula has earned multiple awards for innovation and futurist leadership, fuelling growth and advancing customer and user experiences with the use of emerging technologies like AI, neuroscience, machine learning and language translation, creating pioneering solutions for digital health and wellbeing, global online safety and the gig-economy. A recent graduate to the TedX speaker alumni, Paula continues her thought leadership as a prolific Forbes Technology Council contributor and champions the importance of human-centred design at the core of AI and machine-driven transformative change. In this episode Oliver and Paula discuss the evolving landscape of customer experience, the true essence of innovation beyond just technology and the impact of AI on the industry. Paula shares her insights on how businesses can stay ahead of the curve, the importance of rehumanising technology and the future trends that will shape the next decade. Oliver and Paula have both experienced the evolution of the CX industry through all its digital transformation over the last 25+ years, so there is not much they do not delve into - past, present and future. Whether you’re a CX professional, an AI enthusiast, or simply curious about the future of customer experience, this episode offers valuable perspectives and thought-provoking ideas. Don't miss out on this engaging conversation that bridges the gap between technology and human centric innovation. More insights from Paula Kennedy Garcia can be found on her thought leadership content page with Forbes  and in her recent TedTalk on AI

In this episode host, Oliver Lennon is joined by Marina Ashurkina, a distinguished professional with over 13 years of Conversational AI industry experience. Marina has made significant contributions to the development of voice technologies like Siri and has been involved in various startups working on multiple exciting projects including, api.ai, a conversation platform acquired by Google in 2016 (now Dialogflow). She has also co-authored a book with Mike McTear, due for release in early 2024. The conversation delves into the practical aspects of AI and conversational design, exploring topics like regulations, the implications of hallucinations in large language models and the evolving complexity in building AI solutions. A significant focus is on the importance of prompt engineering and contextual understanding in developing these technologies. Marina and Oliver discuss the industry’s hype, the realities of implementing AI solutions and the future directions of Conversational AI, reflecting on the changes since the advent of platforms like Siri. Marina’s background in linguistics and translation, her early career startups and her experience at Huawei and other companies provides a rich context for her insights. The episode is an enlightening discussion for anyone interested in the current state and future of Conversational AI. Please note the book mentioned in this episode, which Marina has co-authored is called: ‘Transforming Conversational AI: Exploring the Power of Large Language Models in Interactive Conversational Agents is available for pre-order on Amazon: https://www.amazon.co.uk/Transforming-Conversational-AI-Exploring-Interactive/dp/B0CN2GY3Q6/ref=sr_1_1

In this enlightening episode, Oliver is joined by Mike McTear, Emeritus Professor at Ulster University to delve into the evolving world of Conversational AI and its broader implications. With a career spanning over two decades in the field of spoken and conversational dialogue systems, Mike offers an unparalleled depth of knowledge and experience. As he nears the completion of his upcoming book, set for release in early 2024, he shares his insights on ethical considerations, advancements in foundational models, and the future trajectory of large language models in both academia and industry.  The conversation also touches upon the rapidly changing landscape of AI technology, highlighting recent developments at OpenAI and significant industry shifts. Mike’s expertise shines as he discussed the practical applications and challenges of implementing these technologies in various sectors including customer experience and mental health support. This episode is a must-listen for anyone interested in understanding the current state and future potential of Conversational AI, straight from a seasoned expert in the field.   Please note the book mentioned in this episode, which Mike is co-authoring is launching in February 2024. It’s called: ‘Transforming Conversational AI: Exploring the Power of Large Language Models in Interactive Conversational Agents and can be pre-ordered on Amazon via this link - https://www.amazon.co.uk/Transforming-Conversational-AI-Exploring-Interactive/dp/B0CN2GY3Q6/ref=sr_1_1

In this episode Oliver Lennon welcomes John Lush, an esteemed expert in the realm of customer service and experience. Boasting two decades of hands-on expertise, John’s prowess spans contact centres, CRM platforms, self-service tools, online chat, social media, mobile apps and IVR. His innovative approach and leadership skills have been instrumental in prominent organisations like Vodafone, Accenture, Eir Ireland and notably, Google. As Solutions Consultant at Google, John is responsible for improving the performance of Google’s worldwide support operations across a number of product areas. Gain insights from John as he shares the Google perspective on Generative AI and get an answer to the intriguing query: “Do you eat your own dog food?” John discusses agent productivity and self-service paradigms, evaluating the impact of Generative AI and other technological advancements. John also offers a visionary glimpse into the evolution of customer service over the next 20 years.

Join Oliver Lennon in this captivating episode as he catches up with Nat Walker, the Chatbot Experience & Linguistic Lead at Vodafone. With an impressive background in UX projects for giants like Google, Swarovski, and the Design Museum, Nat has been at the forefront of Vodafone’s Conversational AI product, TOBi, since 2017.  Dive into the world of Conversational design as Nat sheds light on its significance, demystifies its core principles, and offers a rare glimpse into the inner workings of a typical Conversational AI project. Drawing from her wealth of experience, Nat outlines how she and her team have integrated Conversational design into Vodafone’s mobile app, enhancing user journeys like never before.  Exploring the burning question of the era: “Will AI take our jobs?” Nat brings clarity to this concern, brilliantly articulating that it is not Large Language Models or AI that will replace us, but those who possess the skills to harness these technologies effectively.  Tune in for an enriching conversation loaded with invaluable insights, as Nat imparts profound advice and shares practical tips that promise to reshape your perspective on Conversational AI.

Join host, Oliver Lennon and Verint Systems Inc’s AI experts, Ian Beaver and Scott Lindsay, in this enlightening episode as they delve into the world of LLMs. Ian, Verint’s Chief Scientist, and Scott, the Senior Director of Product Strategy for the Da Vinci AI Platform, bring their decades of experience together to provide a comprehensive understanding of LLMs and how they work.  Prepare to be captivated by their insights and predictions as they discuss the future of LLMs and what lies ahead in the next six weeks, six months, and six years. Exploring the realms of ethics and legislation, they shed light on the uncertainties that await us. Additionally, they chat about the important role of the human-in-the-loop approach in refining and supervising AI models.  This is an episode brimming with knowledge that you will not want to miss. Enjoy!

Join host Oliver Lennon as he welcomes B2B social media trailblazer and renowned tech influencer, Evan Kirstel to the podcast. With a strong background in enterprise tech, working with notable companies such as Philips and Oracle, Evan has dedicated the past decade to staying at the forefront of cutting-edge technology. Through his content creation and community building efforts, he has amassed an enormous following within the B2B tech sphere.  In this captivating installment, Evan provides a unique and thought-provoking perspective on the world of AI. He delves into the value that LLMs and Conversational AI bring to the table, while also shedding light on the risks associated with these advancements. Furthermore, Evan explores the fusion of 5G technology with AI, highlighting the remarkable potential of putting more intelligence into everyday devices. In addition, he discusses the adoption of AI in the medical field and how ChatGPT is already revolutionizing the diagnostic process.  Prepare to be captivated as Evan peers into the future, sharing his belief that within a mere five years, we will all have access to ‘co-bots’. Discover what this concept entails and envision the remarkable possibilities it holds. By the end of this episode, you’ll be left with a sense of awe and a profound appreciation for the incredible era we live in.  A fascinating episode! Enjoy!

In this episode, our host Oliver Lennon engages in a thoughtful conversation with Matt Pyke, the Senior Director of Strategic Partner Business Development at Verint, a global leader in customer engagement. They discuss the ‘Engagement Capacity Gap’ and its significance in delivering exceptional customer experience. Matt chats about how this gap has widened in recent years and shares insights on how technology can serve as a bridge to this widening divide. With a focus on the transformative power of Large Language Models (LLMs) and Conversational AI Matt brings to light their capabilities in fostering richer, more personalized customer interactions. The episode takes some interesting detours when Matt reveals glimpses of his fascinating life off-duty in sunny California, including goat herding and his track cycling aspirations. An engaging and insightful conversation you won’t want to miss!

In this episode, Oliver Lennon is joined by Nicolas de Kouchkovsky, an expert in customer experience and customer-facing technology markets. Nicolas has extensive industry experience, having held various executive roles, including CMO in companies like Genesys and Alcatel-Lucent Enterprise. As a Fractional CMO with CaCube Consulting, he leverages this vast experience to help companies drive growth and innovation. Conversational Commerce from a sales and marketing perspective is an area he is currently focused on.   During this episode, Nicolas and Oliver delve into the world of sales and conversational AI. They discuss use cases for conversational commerce and how it is transforming the sales process. Additionally, they explore the future of the technology and discuss related technologies such as Customer Data Platforms (CDPs) and their importance in creating personalized customer experiences.   Nicolas also shares his thoughts on generative AI and its potential to change the industry. As they wrap up their conversation, the Rugby World Cup even makes an appearance. Don't miss out on this insightful episode that provides valuable insights into the world of sales and the rapidly evolving landscape of conversational AI.

In this episode, Oliver Lennon welcomes Dave Tainton, Senior Manager of Chatbot, AI and Voice within Vodafone to the show. Dave, also known as DT in the industry, has been a prominent figure in the CX space for many years and has worked with leading organizations such as Egg Bank, BSkyB, and Capital One. The conversation revolves around the concept of marginal gains and how to apply the theory in the new world of Conversational AI to drive business benefits. Dave shares insights on how to structure teams from an agile perspective, leveraging conversational designers and their scarce skills to drive results.    A former international cricketer with the England indoor cricket team, Dave draws parallels between the world of sport and the business world, sharing lessons learned on how to use concepts such as marginal gains to achieve success. The discussion also touches on the impact and use of ChatGPT, even on its use in helping write Dave’s own wedding speech. Tune into this insightful episode and learn how to apply these concepts in your own organization.

Chief Marketing Officer at Minerva CQ, Daniel Hong joins Oliver Lennon to discuss the evolution of the contact center, discussing technology developments from IVR in the 1980s right up to modern day Conversational AI. Daniel has spent the last 20 years working in the CX and contact center technology and services space. A font of industry knowledge, he has worked for Analysts, including Forrester, Ovum and Datamonitor, and also contributed to publications such as the Wall Street Journal, the Economist and the Financial Times. Daniel shares his thoughts on contact center technology early adopters and laggards. He talks about ChatGPT and the potential challenges it brings and delves into empathy in AI. Daniel discusses what he thinks the next 5-10 years will bring and the importance of combining machine intelligence with human intelligence in the contact center.

Merijn te Booij, current EVP GM of the Employee Engagement Business Unit at Genesys joins Oliver Lennon to discuss technology innovation in the CCaaS space. Merijn is an industry veteran, having worked in the CX world for 20+ years and has enjoyed various senior roles in Genesys, including Chief Marketing Officer, EVP Product Strategy and VP Product Management.   Merijn shares his perspective on the role ChatGPT will play in the industry and where he believes it can add real value. In his own unique and engaging style, he chats about empathy and ethics in AI, and gives his predictions on where the future lies in light of technological advancements. Listen out for the Barbie story!