From TOBi to Super TOBi. Vodafone’s AI evolution with Jordan Anglin
Discover how Vodafone’s AI assistant TOBi became Super TOBi, and why seamless handover matters more than AI alone in customer resolution.
Turning AI hype into real customer value, with Simplyhealth and EdgeTier
AI is everywhere in customer experience, but few see real results. Simplyhealth and EdgeTier share what actually works when putting AI into production.
How the company behind Uswitch and Money.co.uk uses AI to resolve up to 70% of customer conversations
What does it take to run AI-first customer service at a national scale? RVU’s Anna Fedorchuk on hitting up to 70% resolution across Uswitch and Money.co.uk
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.
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.
Automating customer service across 170 countries with HBX Group
HBX Group sits in the middle of one of the most complex customer service chains in travel. A single issue can span a traveller, a travel agent, a global booking platform and a hotel on the other side of the world.
Why AI is the future of customer service with Fergal Reid, Chief AI Officer at Intercom
What does it really take to build AI that can resolve customer support at scale reliably, safely, and with measurable business impact?
15 million chats per year: Lessons in AI-driven customer conversations from Lloyds Banking Group with Cainan Wright and John Young
Learn what it really takes to scale conversational AI to 15 million conversations per year.
Your contact centre is already a voice AI channel: you just haven’t realised it yet
The voice channel in the contact centre has lost love in recent years. However, recent developments in voice AI (generative AI, speech recognition and speech synthesis) might be finally bringing voice into the 21st century. Voice AI is now turning the traditional one-to-one, costly contact channel into a one-to-many, scalable, revenue-generating one. In a recent […]
Expert analysis of the best AI platforms in 2025
This is an essential VUX World episode for CX leaders seeking to make informed decisions about their AI tech stack.