VUX World

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 nav...

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.

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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...

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 sh...

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...

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...

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 sophi...

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 ...

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, integratin...

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 cos...

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 ...

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 c...

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 orches...

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 interpr...

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 sca...

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 p...

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 inte...

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 ...

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 achie...