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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...