VUX World

Kane Simms

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.

  1. vor 1 Tag

    From TOBi to Super TOBi. Vodafone's AI Evolution with Jordan Anglin

    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 create genuine ownership from start to finish. Jordan also shares how AI is improving frontline performance through agent assistance, conversation summaries, quality assurance and real-time guidance, while offering a practical perspective on where large language models deliver real value and where they fall short. Jordan closes with his take on where AI attention in customer experience is currently misplaced, and where he sees low-hanging fruit that's easy to miss. Show notes Discover the CCW Europe Summit in Amsterdam: ⁠https://europe.customercontactweekdigital.com/events-ccweurope/?utm_source=vux.world&utm_medium=Media%20Partner&utm_campaign=27400.010_VUX_Podcast%20episodes%20post%20event&utm_term=&utm_content=&disc=&extTreatId=7638147⁠ Follow Jordan on LinkedIn: ⁠⁠⁠⁠⁠https://www.linkedin.com/in/jordan-anglin-a2672610b/⁠⁠⁠⁠ Follow Kane on LinkedIn: ⁠⁠⁠⁠https://www.linkedin.com/in/kanesimms⁠⁠⁠ Take our AI Maturity Assessment: ⁠⁠⁠⁠https://vuxworld.typeform.com/to/a26bf9Rr?utm_source=podcast&utm_medium=audio⁠⁠ Subscribe to VUX World: ⁠⁠⁠⁠ https://vuxworld.typeform.com/to/Qlo5aaeW?utm_source=podcast&utm_medium=audio ⁠⁠ Subscribe to The AI Ultimatum Substack: ⁠⁠⁠⁠ https://open.substack.com/pub/kanesimms⁠

    10 Min.

  2. vor 3 Tagen

    Turning AI hype into real customer value, with Simplyhealth and EdgeTier

    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 Founder of EdgeTier, to explore what successful AI adoption really looks like. We discuss how Simplyhealth scaled generative voice AI with PolyAI from 5% to 50% of interactions and how the company uses EdgeTier's conversational intelligence platform to turn everyday customer conversations into actionable business insights. We also cover why organisations should start with real business problems rather than chasing the latest AI trends. Simplyhealth funnels its conversational data through a prioritisation process to decide which customer journey improvements to make first. The team explains why progress comes from small measurable iterations and how they keep a human in the loop to handle the moments that automation should not touch. We also weigh in on where the AI narrative is overhyped, where its real value remains underutilised, and why the unglamorous work of digging through conversations to fix broken policies and processes is where genuine impact happens. Show notes Discover the CCW Europe Summit in Amsterdam: https://europe.customercontactweekdigital.com/events-ccweurope/?utm_source=vux.world&utm_medium=Media%20Partner&utm_campaign=27400.010_VUX_Podcast%20episodes%20post%20event&utm_term=&utm_content=&disc=&extTreatId=7638147 Follow Kane on LinkedIn: ⁠⁠⁠https://www.linkedin.com/in/kanesimms⁠⁠ Take our AI Maturity Assessment: ⁠⁠⁠https://vuxworld.typeform.com/to/a26bf9Rr?utm_source=podcast&utm_medium=audio⁠ Subscribe to VUX World: ⁠⁠⁠ https://vuxworld.typeform.com/to/Qlo5aaeW?utm_source=podcast&utm_medium=audio ⁠ Subscribe to The AI Ultimatum Substack: ⁠⁠⁠ https://open.substack.com/pub/kanesimms⁠

    15 Min.

  3. 26. Juni

    How the company behind Uswitch and Money.co.uk uses AI to resolve up to 70% of customer conversations with Anna Fedorchuk, RVU

    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 centre into an AI-first operation, achieving AI resolution rates of 65-70% while maintaining a strong customer experience. We discuss how RVU rolled out AI across chat, email and social media without relying on engineering teams, and why building the right knowledge base mattered far more than chasing the latest model. Anna walks us through how AI categorisation and carefully designed workflows lifted resolution rates across genuinely complex customer journeys, where similar keywords across energy, broadband and mobile made accurate routing a real challenge. Anna also describes how Claude and Intercom now work together to analyse conversations and surface operational insights in the team's own language. People are a big part of this conversation. Anna explains how involving her team early gave each agent their own vertical to run and a real sense of ownership, and how AI even softened the stress of handling difficult complaints. She closes on what's next: data connectors and more agentic customer experiences. Show notes
 Follow Anna on LinkedIn: ⁠⁠https://www.linkedin.com/in/anna-fedorchuk-b84232102/⁠ Follow Kane on LinkedIn: ⁠⁠https://www.linkedin.com/in/kanesimms⁠ Take our AI Maturity Assessment: ⁠⁠https://vuxworld.typeform.com/to/a26bf9Rr?utm_source=podcast&utm_medium=audio Subscribe to VUX World: ⁠⁠ https://vuxworld.typeform.com/to/Qlo5aaeW?utm_source=podcast&utm_medium=audio Subscribe to The AI Ultimatum Substack: ⁠⁠ https://open.substack.com/pub/kanesimms⁠

    40 Min.

  4. 19. Juni

    Omotenashi: Japanese concept of hospitality and what CX teams can learn from it with Daniel Orenes Ferrández, Uber

    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 initiatives at Rakuten. He explains why the Japanese language has between ten and fifteen ways of saying sorry, why choosing the right level matters as much as solving the issue, and how generative AI prompts can now select an apology tone based on contact type and severity, something fixed NLU responses could never do. The conversation covers Aimai, the Japanese concept of ambiguity used to maintain conversational harmony. Japanese speakers rarely say no directly, and AI systems need specific prompting to catch these signals in sentiment analysis. We also discuss the escalation strategy, digital mascots, integration with the Japanese messaging app Line, and practical guidance for global brands deploying conversational AI in Japan. Show notes
 Read Daniel's Substack, Japan CX Insider: https://danielferrandez.substack.com/ Follow Daniel on LinkedIn: https://www.linkedin.com/in/danielorenesferrandez/
 Follow Kane on LinkedIn: https://www.linkedin.com/in/kanesimms
 Take our AI Maturity Assessment: https://vuxworld.typeform.com/to/a26bf9Rr?utm_source=podcast&utm_medium=audio
 Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW?utm_source=podcast&utm_medium=audio
 Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms

    46 Min.

  5. 12. Juni

    The trust layer banks need for an agentic future with Mathias Fanschek, Raiffeisen Bank International

    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 11 markets and managing over €200 billion in assets, Mathias shares what it really takes to move generative AI from experimentation to production. We had a good discussion about virtual mobile assistants, transforming legacy data infrastructure, and managing executive expectations in a rapidly changing, highly regulated landscape. You'll also hear Mathias' perspective on Revolut's new PRAGMA model, why context is the missing ingredient in today's AI experiences and how banks can remain trusted intermediaries as customers increasingly interact through AI-powered distribution channels.

    38 Min.

  6. 21. Mai

    What most companies get wrong about voice AI with Henry Vaage Iversen, boost.ai

    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, including how some customers are now achieving 60-75% voice automation. We also discuss why the gap between chat and voice experiences still catches companies off guard, and what it really takes to get voice AI right in terms of testing, latency, and conversation design.We explore why layering AI onto legacy channels only gets you so far, and why the real opportunity lies in rethinking customer journeys from scratch. The conversation wraps with a story about what happens when AI agents start calling other AI agents, something our team recently experienced firsthand. Show notes Find out more about boost.aiFollow Henry on LinkedInTake our updated AI Maturity AssessmentSubscribe to our newsletterSubscribe to The AI Ultimatum Substack

    54 Min.

  7. 17. Mai

    How PolyAI built a voice AI model that handles millions of customer calls with Nikola Mrkšić, Co-founder and CEO

    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 handful of pilot deployments to powering customer service operations for nearly 200 enterprises worldwide, including highly regulated industries such as banking, healthcare, insurance and utilities. In this episode, we explore what it actually takes to build production-ready conversational AI systems at scale. We go deep into PolyAI's proprietary Raven model, the realities of building and training purpose-built language models for enterprise customer service. We also talk about why most businesses underestimate the complexity of deploying AI agents into real-world operations. The conversation also touches on PolyAI's brand campaign starring Gordon Ramsay. Ramsay's restaurants have been a PolyAI client for a few years, and the company launched a campaign timed to the Super Bowl in February 2026 with Ramsay dramatising the contrast between legacy phone menus and PolyAI's voice agents. Nikola explains how the partnership came about and why Ramsay's standards made him a fitting brand ambassador for the company. Show notes  Find out more about PolyAI: ⁠https://poly.ai/⁠ Follow Nikola on LinkedIn: ⁠https://www.linkedin.com/in/nikola-mrksic⁠  Follow Kane on LinkedIn: ⁠https://www.linkedin.com/in/kanesimms⁠ Sign up for our upcoming webinar - Cutting headcount isn't an AI strategy: ⁠https://events.vux.ai/getvocal?utm_source=podcast_network&utm_medium=podcast⁠   Take our updated AI Maturity Assessment: ⁠https://vuxworld.typeform.com/to/a26bf9Rr?utm_source=podcast_network&utm_medium=audio⁠ Subscribe to our newsletter: ⁠https://vuxworld.typeform.com/to/Qlo5aaeW/?utm_source=podcast_network&utm_medium=podcast⁠  Subscribe to The AI Ultimatum Substack: ⁠https://open.substack.com/pub/kanesimms

    58 Min.
  8. Most AI projects fail. Here's how to pick the ones that don't with Thomas Schaefer, Uniphore

    7. Mai

    Most AI projects fail. Here's how to pick the ones that don't with Thomas Schaefer, Uniphore

    Enterprise AI projects fail more often than they succeed. The MIT figure Thomas Schaefer cites puts that at 95%. The reasons are rarely the model. They are the architecture beneath it, the data that feeds it, and the use case selection that determines whether any of it was worth starting. Thomas Schaefer is Director of Sales Engineering at Uniphore, based in Germany. He has over 20 years in enterprise technology, including 12 years at Jacada across solution architecture, professional services and presales leadership across EMEA and APAC. He joined Uniphore in 2021 and works with enterprise clients on AI transformation, agentic workflow design and the operationalisation of business AI at scale. Show notes Discover more about the CCW UK Summit: https://europe.customercontactweekdig... Find out more about Uniphore: https://www.uniphore.com/ Follow Thomas on LinkedIn: https://www.linkedin.com/in/thomas-schaefer-4027a611/ Follow Kane on LinkedIn: / kanesimms Take our updated AI Maturity Assessment: https://vuxworld.typeform.com/to/a26b... Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5... Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms Hosted on Acast. See acast.com/privacy for more information.

    51 Min.
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Info

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.

Informationen

  • Erstellt von
    Kane Simms
  • Jahre aktiv
    2018 - 2026
  • Folgen
    382
  • Bewertung
    Unbedenklich
  • Copyright
    © Kane Simms
  • Sendungswebsite
    VUX World

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