VUX World

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 smoother and more intuitive. The conversation also dives into what it takes to design an AI with a genuine personality one that feels more like a helpful guide than a machine. Looking ahead, they explore the future of travel support and how AI is reshaping the way customers interact with transportation services. Hosted on Acast. See acast.com/privacy for more information.

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. From initial challenges with chatbots to creating a sophisticated AI solution, this podcast reveals how organisations can leverage artificial intelligence to enhance productivity, improve service delivery, and ultimately help more people. Subscribe to VUX World. Subscribe to The AI Ultimatum Substack. Hosted on Acast. See acast.com/privacy for more information.

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 agents. Mark takes us inside NatWest’s pilot process - from narrowing 500 web pages down to a curated 120-item knowledge base to running internal tests, red-teaming for hallucinations, and prioritising customer consent and governance at every step. We also discover how NatWest’s summarisation tool transforms the agent experience by reducing transcript review time and saving over 50,000 minutes weekly in both agent and customer wait time. With 1.2 million conversations a month and counting, this is a masterclass in scaling AI responsibly within a highly regulated industry. Subscribe to VUX World. Subscribe to The AI Ultimatum Substack. Hosted on Acast. See acast.com/privacy for more information.

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 sales reps can focus on what really matters: building relationships and closing deals. From extracting insights from conversations to drafting personalised emails and proposals, Autodesk’s approach is about enhancing and not replacing human expertise. But AI adoption isn’t always easy. We discuss the challenges of implementing AI in sales teams, including agent adoption, structured processes and data quality. We also ask the following question: As more companies deploy AI, do we end up with homogenous customer experiences, or is there still room for differentiation? Connect with Chafik Abdellaoui on LinkedIn. Subscribe to VUX World. Subscribe to The AI Ultimatum Substack. Hosted on Acast. See acast.com/privacy for more information.

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 foundational AI models. Plus, we discuss why quality assurance is the unsung hero of AI implementation and how companies can future-proof their AI strategies. Hosted on Acast. See acast.com/privacy for more information.

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 usability” by Internet Magazine and “the guru of Web page usability" by The New York Times. We explore the challenges AI users face, from the articulation barrier to unclear system feedback, and why many AI products still prioritise engineering over usability. Nielsen also unpacks the impact of AI stigma, discussing how better design can build trust and encourage wider adoption. Drawing on his vast expertise, he explains why usability heuristics are more relevant than ever in the AI era. Finally, we discuss the future of AI usability and what it takes to create AI-powered tools that people actually want to use. From improving AI-human collaboration to eliminating confusing interfaces, this conversation is packed with insights for anyone working in AI, UX, or product design. Check out Jakobs LinkedIn Read ‘What is agentic AI? A deeply researched definition’ on The AI Ultimatum Substack Read ‘AI Agents are not a technology. They are a strategy’ on AgentsDecoded Substack Subscribe to VUX World Subscribe to The AI Ultimatum Substack Hosted on Acast. See acast.com/privacy for more information.

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 OpenDialog leverages AI agent-based abstractions and goal-driven architectures to build more reliable and effective conversational systems, striking a balance between the flexibility of language models and the constraints of business processes. The conversation also explores the future of conversational interfaces, touching on the potential to blend language AI, dynamic user interfaces, and orchestrated experiences to create seamless, multi-modal interactions. It’s a thought-provoking perspective on the current state of the industry and the practical steps organisations can take to harness the power of generative AI in business. Check out OpenDialog: https://opendialog.ai/ Subscribe to VUX World: https://vux/world/subscribe Read ‘What is agentic AI? A deeply researched definition’ on The AI Ultimatum Substack: https://kanesimms.substack.com/p/what-agentic-ai-actually-is-a-deeply?r=g9nf Read ‘AI Agents are not a technology. They are a strategy’ on agentsdecoded Substack: https://www.agentsdecoded.com/p/ai-agents-are-not-a-technology-they Our 15 AI Trends in CX Insights Report is out now! Learn how to find success with AI: https://vux.world/customer-experience-trends-2025/?utm_source=vux&utm_medium=Podcast&utm_campaign=Trends2025 Hosted on Acast. See acast.com/privacy for more information.

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 queries while maintaining customer satisfaction and reliability. Sarah dives into the importance of data preparation, prompt design, testing, and quality assurance, shedding light on what it takes to make AI solutions scalable and effective in real-world scenarios. This episode is perfect for anyone looking to modernise their chatbot or explore the potential of AI in customer experience. From reducing call center volume to delivering human-like interactions, Sarah's approach demonstrates how innovation can elevate both business impact and customer satisfaction. Subscribe to VUX World: https://vux/world/subscribe Read ‘What is agentic AI? A deeply researched definition’ on The AI Ultimatum Substack: https://kanesimms.substack.com/p/what-agentic-ai-actually-is-a-deeply?r=g9nf Hosted on Acast. See acast.com/privacy for more information.

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 balance between deterministic workflows and flexible AI, debunking myths about agentic AI and discussing the critical role of context and understanding. This episode is packed with actionable insights and a visionary outlook on where the industry is headed! Visit Alan's LinkedIn - https://www.linkedin.com/in/anichol/ Find out more about Rasa - https://rasa.com/ Subscribe to VUX World: https://vux/world/subscribe Read ‘What is agentic AI? A deeply researched definition’ on The AI Ultimatum Substack: https://kanesimms.substack.com/p/what-agentic-ai-actually-is-a-deeply?r=g9nf Hosted on Acast. See acast.com/privacy for more information.

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 value centers that can provide invaluable insights to drive business growth. The guests explain how the Here AI platform leverages a unique blend of small and large language models, as well as fine-tuned models, to achieve reliability and cost-efficiency in analyzing customer interactions. By providing a detailed, data-driven understanding of conversations, the platform empowers managers to make informed, strategic decisions that directly impact the customer experience and the overall business. The guests emphasize the importance of intuitive user interfaces, allowing managers to interact with the platform using natural language queries and extract meaningful insights with ease. The discussion also explores the technical architecture of the Here AI solution and how it seamlessly integrates with existing contact center infrastructure, ensuring a smooth transition without disrupting core operations. This level of flexibility and adaptability is crucial as the industry navigates the future trends, including the increasing hybridization of human and AI agents, and the growing complexity in managing these hybrid contact center environments. Importantly, the guests highlight the potential for the Here AI platform to continue providing value as the contact center industry evolves, even as AI automation takes on more lower-level tasks. By focusing on the "Customer Value Exchange" and empowering managers with data-driven insights, the platform aims to elevate the strategic role of contact centers and unlock new avenues for business growth and customer satisfaction. Overall, this thought-provoking episode offers a glimpse into the transformative power of generative AI in the contact center industry, showcasing how innovative solutions like the Here AI platform can redefine the customer experience landscape and drive tangible business impact. In this episode - 00:00 Introduction to customer experience, business transformation, and AI 02:15 The role of digital assistants in customer experience 07:42 Evaluating the effectiveness of digital assistants 14:02 Understanding customer needs through digital interactions 19:50 The goal of creating seamless customer experiences 31:30 Assessing AI technology and education maturity 37:45 Prioritizing areas of focus for AI implementation 45:22 Integrating AI across multiple customer channels 51:10 Enabling natural conversations with AI assistants 1:01:55 Customizing AI assistant voices and personalities 1:07:25 Concluding thoughts on the future of AI in CX Hosted on Acast. See acast.com/privacy for more information.

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 automation advocate, this episode is packed with actionable insights and forward-thinking strategies for the new age of customer engagement. Hosted on Acast. See acast.com/privacy for more information.

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.

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 advantage of this is Cyara. So I sat down with CEO Rishi Rana to discuss this and much more. Hosted on Acast. See acast.com/privacy for more information.

Generative AI is often marketed as a magical tool—just upload your data and let the model do the heavy lifting. But the reality is far from simple. Retrieval-Augmented Generation (RAG) doesn’t work without thoughtful preparation, clear strategy, and, most importantly, quality content. In this episode, we dive deep into the critical role content plays in the success of AI systems like RAG. Join us as we speak with seasoned content strategists and AI industry experts who have been on the frontlines of managing and optimizing knowledge bases for AI use cases. We’ll explore why the future of AI isn’t about replacing writers—it’s about empowering content designers, technical writers, and knowledge architects to create structured, optimized, and actionable information that AI can truly work with. If you’ve ever wondered why your AI project underdelivered or how to transform legacy content into a powerful AI resource, this episode is for you. Hosted on Acast. See acast.com/privacy for more information.

Dmitry is the CEO of MindStudio, an AI automation platform that's raised $36m in funding to bring AI automation into the hands of businesses. With a background at Google and ServiceNow, Dmitry has a wealth of experience in building product teams that delivery immense value. He joins me today to share how MindStudio is enabling AI transformation across the board. This episode is sponsored by Intel® Core Ultra processors and the Intel vPro® platform. Elevate your business with AI-powered PCs from Intel full of enhanced features like improved productivity, enhanced battery life, and integrated Arc graphics.​ Supercharge your company today. Discover more: https://intel.ly/3A3Ziwq ​ Visit - https://www.mindstudio.ai/ Hosted on Acast. See acast.com/privacy for more information.

Join us as Stephan Schuessler dives into the exciting world of AI in the enterprise. In this discussion, we explore how to effectively launch AI initiatives within organizations, navigating the challenges that often arise. Whether you're just starting your AI journey or looking to optimize existing projects, this conversation will provide actionable strategies for driving AI adoption and long-term success in the enterprise. This episode is sponsored by Intel® Core Ultra processors and the Intel vPro® platform. Elevate your business with AI-powered PCs from Intel full of enhanced features like improved productivity, enhanced battery life, and integrated Arc graphics.​ Supercharge your company today. Discover more: https://intel.ly/3A3Ziwq ​ Hosted on Acast. See acast.com/privacy for more information.

Jeremy Kahn has reported extensively on #technology and business covering #AI for the last years, first at Bloomberg and currently at #Fortune with excellent contacts across the field. Mastering AI: A Survival Guide to Our Superpowered Future, by Kahn, is a timely exploration of the transformative impact of #ChatGPT and the rapid advancements in artificial intelligence. We chat about AI's potential to disrupt industries, reshape society, and challenge our understanding of human intelligence. As AI becomes an integral part of our world, Kahn's expertise offers a crucial perspective on navigating both its benefits and risks. This episode is sponsored by Intel® Core Ultra processors and the Intel vPro® platform. Elevate your business with AI-powered PCs from Intel full of enhanced features like improved productivity, enhanced battery life, and integrated Arc graphics.​ Supercharge your company today. Discover more: https://intel.ly/3A3Ziwq ​ Hosted on Acast. See acast.com/privacy for more information.

Martyn Redstone is a long-standing member of the conversational AI community and is the Founder of Bot-Jobs.com, the go-to jobs board for AI. Martyn joins me to share some new insights on the conversational AI jobs market, the impact that generative AI is having in the #recruitment space and some examples of use cases and value being explored in the sector. Bot Jobs This episode is sponsored by Intel® Core Ultra processors and the Intel vPro® platform. Elevate your business with AI-powered PCs from Intel full of enhanced features like improved productivity, enhanced battery life, and integrated Arc graphics.​ Supercharge your company today. Discover more: https://intel.ly/3A3Ziwq ​ Hosted on Acast. See acast.com/privacy for more information.

Nick Allgaier is the Product Manager for Digital Assistants and Conversational AI at Lufthansa Group, and has taken the Lufthansa AI program from zero to 10 million interactions per year over chat, with more than 1 million interactions per year on voice. Nick joins me to share his learnings on scaling an AI practice to extraordinary heights. We cover Lufthansa’s journey and where it all began, right through to how it's operating at scale today. You’ll learn how Lufthansa is utilising generative AI and the specific use cases it’s working well for, with some of the numbers to back it up. You hear about Nick’s Golden Triangle for conversational AI use case selection and how missing any one of those crucial ingredients leaves you destined to fail. You’ll also learn Nick’s 5-step process that ensures customer experience excellence and the crucial role AI plays in that (and it’s not what you think). Finally, you’ll learn how to operate an AI service that spans multiple brands and languages. Lufthansa is Europe’s biggest airline from a revenue generation perspective, second biggest in terms of numbers of passengers carried, and 4th in the world in terms of revenue. It houses Lufthansa, SWISS, Discover, Eurowings, Austrian, Brussels airlines and has over 60,000 staff. Getting an AI programme off the ground in an organisation of this size requires a skill and a solid approach. We’ll cover all of that and more in this episode of VUX World. This episode is sponsored by Intel® Core Ultra processors and the Intel vPro® platform. Elevate your business with AI-powered PCs from Intel full of enhanced features like improved productivity, enhanced battery life, and integrated Arc graphics.​ Supercharge your company today. Discover more: https://intel.ly/3A3Ziwq ​ Hosted on Acast. See acast.com/privacy for more information.

In this episode, we explore the rapidly evolving world of #AI processors; the firepower that makes everything from training, inference and processing possible. We’ll uncover what makes these AI processors so unique and crucial in today’s tech landscape. From CPUs, GPUs and NPUs to Intel’s latest innovations. Learn how these chips work, the importance they have, and why they’re in such high demand globally. Featuring exclusive insights from leading experts at Intel, this podcast is your gateway to understanding the silicon that’s shaping our future. This episode is sponsored by Intel® Core Ultra processors and the Intel vPro® platform. Elevate your business with AI-powered PCs from Intel full of enhanced features like improved productivity, enhanced battery life, and integrated Arc graphics.​ Supercharge your company today. Discover more: https://intel.ly/3A3Ziwq ​ Hosted on Acast. See acast.com/privacy for more information.