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 the industry” Bradley Metrock, Score Publishing Hosted on Acast. See acast.com/privacy for more information.
Episodes
What happens to your contact centre when customers have AI agents that can make calls for them?At CCW Europe in Amsterdam, I spoke with Nikola Mrksic, CEO of PolyAI, about personal agents, agent-to-agent communication and the possibility that easier access to automation could create more demand.We discuss authentication, customer context, voice versus text or APIs, and the practical work needed to make these interactions useful.Nik...
If an AI agent chooses your insurance, what makes you trust the insurer when you need to claim?At CCW Europe in Amsterdam, I spoke with Bogdan Tancic, Director of Customer Experience at Lemonade, about trust, AI and the changing insurance customer journey.Bogdan explains how Lemonade uses AI across onboarding, pricing, underwriting and fraud detection. We discuss how trust is earned through small interactions, why accurate APIs mat...
Agentic AI is moving from helping employees to serving customers. But getting the technology to work is only part of the job.
At CCW Europe in Amsterdam, I spoke with Michiel Kouijzer, SAFe Product Manager at Essent, about the practical foundations behind customer-facing agentic AI: knowledge management, fast APIs, the experience customers receive, and bringing the organisation along with the change.
We also explore what happens when...
Automation Anywhere has agreed to acquire boost.ai. What could that mean for customer experience, personal AI agents and the autonomous enterprise?In this exclusive interview, Kane Simms speaks with Jerry Haywood, CEO of boost.ai, and Ankur Kothari, co-founder and COO of Automation Anywhere, about the proposed combination. They discuss how conversational and voice AI could connect to work across enterprise systems, where people rem...
Reliable voice AI comes from rigorous testing and evals, and Rohan Vasishth from Bluejay sees trust as the fundamental bottleneck holding back enterprise deployment.
Rohan is Co-founder and CEO of Bluejay, which tests and monitors voice and chat AI agents for companies including Google and DoorDash. We work through what to test, when to test it and what each approach costs.
We discuss why testing voice AI introduces a whole new layer...
Stacey Kyler and Guy Tonye of Zammo return to the show for the first time since 2021. Back then they were building for Google Assistant, Alexa and Cortana. ChatGPT arrived soon after and reshaped what customers expected.
They cover the move from NLU and diagram flows to agentic systems, why customers now want both the freedom of Gen AI and firm control, how Zammo enforces determinism at the code level while Gen AI handles the conver...
The contact centre holds a record of almost every customer interaction. Every conversation carries a signal about why customers are calling and what is behind it. Processing those conversations at scale took the power the contact centre never had before.
Ping Wu, CEO of Cresta, joins us to work through what that shift means for enterprise contact centres, from cutting the calls that should never happen to automating the ones that ca...
Voice AI is the channel everyone is talking about in 2026. One of the biggest things slowing it down is often already sitting inside your stack.
In this episode, I’m joined by Endre Davids from Seamly to explore what really happens when businesses take an existing chatbot and move it into the voice channel.
We discuss why latency often starts deeper in the conversational platform than teams expect. Endre explains how companies ...
I'm joined by Cobus Greyling, AI evangelist at Kore.ai, for a wide-ranging conversation on where enterprise AI actually stands today.
We explore why many of the ideas now being presented as breakthroughs, from graph engineering and orchestration to intent detection and state management, have deep roots in conversational AI.
We also get into one of the biggest barriers to enterprise AI adoption: data. We highlight why customer e...
Plenty of AI assistants can answer the question in front of them. Fewer can work out what someone is actually trying to do and help them do it.
In this episode, we're joined by Pete Kowalczyk, AI Conversation Designer at the Government Digital Service (GDS), to talk about designing AI experiences across the vast and complex landscape of UK government services.
Pete explains how GDS is exploring knowledge graphs, persistent state...
Almost a third of Simplyhealth's incoming calls are now resolved by AI, and email handling time has fallen from 12 minutes to 2. The company is achieving those gains while maintaining the service standards that placed it 31st in KPMG UK's Customer Experience Excellence report.
In this episode, we're joined by Paul Atkins, Head of Business Optimisation at Simplyhealth, the UK's member-owned health cash plan provider serving around 2....
Safe, reliable, production-ready AI agents don't come from the model. They come from everything built around it.
Rasmus Hauch is CTO of Boost.ai, one of the enterprise platforms banks, insurers and public sector organisations use to build customer-facing AI agents. His work sits one layer below every deployment: the orchestration, the guardrails, the testing infrastructure and the model choices that decide whether an agent holds up ...
A traditional mortgage can take weeks to process. Every application moves through rounds of document requests, condition checks, and broker queries before a decision is made. ING is using agentic AI to change that.
In this episode, Bahadir Yilmaz, Chief Analytics Officer at ING, explains how one of Europe's largest mortgage lenders has implemented agentic AI in its mortgage process. The system is live in the Netherlands, rolling out...
In this episode, recorded at the CCW UK Summit, we’re joined by Jordan Anglin from Vodafone to explore the company's approach to customer experience and how AI supports faster, more seamless issue resolution across digital and human channels.
Jordan explains how Vodafone combines its AI assistant, TOBi, asynchronous messaging, and dedicated resolution teams to reduce customer effort, eliminate repetitive conversations, and cre...
We recorded this episode at the CCW UK Summit in May, capturing some of the key conversations shaping customer experience, service and AI.
AI is everywhere in customer experience, yet few organisations are turning that excitement into measurable business outcomes.
We're joined by Paul Cuglietta, Customer Services Director at Simplyhealth, and Paul Atkins, Head of Business Optimisation at Simplyhealth, alongside Shane Lynn, CEO and Fo...
When you switch off your call centre, AI has no safety net to fall back on. RVU did exactly that, building an AI-first customer operations function that serves millions of UK consumers.
In this episode, we’re joined by Anna Fedorchuk, Customer Operations Manager at RVU, the company behind brands including Uswitch, Confused.com and Money.co.uk. Anna shares how her team transformed customer support from a traditional contact cen...
Japan has one of the lowest average NPS scores in the world, and the reason is cultural: Japanese customers expect more.
Daniel Orenes Ferrández, Senior Manager of Customer Experience at Uber, discusses Omotenashi, the Japanese philosophy of anticipating customer needs and apologising sincerely before resolving a problem.
Daniel has lived and worked in Japan for over a decade, including five years leading conversational AI initiative...
What happens when customers stop opening banking apps and start managing their finances through AI assistants?
In this episode, we sit down with Mathias Fanschek, Head of Digital Transformation and Retail Strategy at Raiffeisen Bank International, to explore how one of Europe's largest banking groups is preparing for a future of headless banking, agentic commerce and AI-powered customer experiences.
With 18 million customers across 1...
We sit down with Henry Vaage Iversen, Co-Founder and CCO at boost.ai, to explore why voice AI is finally reaching mainstream deployment across banks, insurers, telcos and other regulated industries.We dig into what's changed in the technology, why phone volumes continue to rise and how large language models are reshaping what's possible on the voice channel. Henry shares practical lessons from deploying conversational AI at scale, ...
Five years after his first appearance on the podcast, PolyAI CEO Nikola Mrkšić returns to VUX World to discuss how conversational AI has evolved from intent-based systems into enterprise-scale AI agents handling millions of customer interactions.
PolyAI began as a research-led spinout from Cambridge University with a singular focus on making automated voice conversations genuinely useful. Since then, the company has grown from a han...
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