Omotenashi: Japanese concept of hospitality and what CX teams can learn from it
Japan has some of the highest customer service expectations in the world. Daniel Orenes Ferrández of Uber explains how that shapes conversational AI design, from apology tone to sentiment analysis.
The trust layer banks need for an agentic future with Mathias Fanschek, Raiffeisen Bank International
We discuss why banks need a trust layer for AI agents, and what headless banking means for the future of finance.
What most companies get wrong about voice AI with Henry Vaage Iversen, boost.ai
We dig into what’s changed in voice AI technology, why phone volumes continue to rise and how large language models are reshaping what’s possible on the voice channel.
How PolyAI built a voice AI model that handles millions of customer calls with Nikola Mrkšić
In this episode, we explore fine-tuned LLMs, enterprise voice AI and the future of conversational customer experience. Discover how PolyAI powers millions of customer interactions for global enterprises.
Most AI projects fail. Here’s how to pick the ones that don’t with Thomas Schaefer, Uniphore
Explore how Uniphore is evolving from conversational AI into a horizontal enterprise AI platform. In this episode, we discuss agentic AI, use case selection, human-in-the-loop systems, data readiness and the future of autonomous business workflows.
Building enterprise AI agents in hours with Merlin Bise, CTO at Inbenta
Enterprise AI tools can spin up a prototype in an hour. Getting that prototype to production with the accuracy, security, and scale still takes months for most companies.
Where generative AI earns its place in fintech. Lessons from Jaja Finance with Adrian Matei
Most teams are still asking where to use AI. The better question is where not to.
A pulse check on conversational AI in 2026
We hit the floor at the European Chatbot and Conversational AI Summit in Edinburgh with a mic and a simple rule: answer a question, then leave one for the next person.
Your contact centre is sitting on a goldmine of customer insight with Shane Lynn, EdgeTier
Most contact centres generate thousands of conversations a day, yet most of that data goes unanalysed. In this episode, we discuss how conversational intelligence can turn that data into actionable signals across every interaction.
Testing for trust in the age of AI agents with Amitha Pulijala and Christoph Börner, Cyara
Discover how leading teams are testing AI agents in a world of non-deterministic systems, covering trust, cost and scale.