CEX Talks

Abhinandan Jain

Explore how AI and cutting-edge strategies reshape customer journeys, workplace culture, and employee empowerment. Packed with actionable tips, real-world stories, and expert insights—this podcast reveals how to: ✅ Build customer-first brands ✅ Retain talent and boost engagement ✅ Unlock CX/EX synergy ✅ Leverage AI for loyalty and growth Perfect for leaders, CX/EX pros, and innovators ready to thrive in the future of work. Follow now for tools to create unforgettable experiences! #CX #EX #CustomerExperience #EmployeeExperience #AI #FutureOfWork

  1. Healing, Rewired | Crystal Broj on AI, Equity, and the Future of Healthcare Experience

    26/11/2025

    Healing, Rewired | Crystal Broj on AI, Equity, and the Future of Healthcare Experience

    In this episode of CEX Talks, host Abhinandan Jain is joined by Crystal Broj, a leading voice at the intersection of technology, equity, and healthcare transformation. Crystal shares her journey as a healthcare technologist and people-first leader rethinking the patient experience not just with new tools, but with a new mindset. 💡 What you'll learn: Why AI is a tool, not a solution How to design healthcare experiences that center the human What DEI really means in healthcare delivery The hard truths about innovation inside large systems What Crystal sees as the next frontier for CX in health and beyond 🗣 “You can’t fix patient experience without fixing people systems first.” Whether you’re in healthcare, tech, or CX, this is a conversation about building systems that truly serve. #CEXTalks #CrystalBroj #HealthcareExperience #AIinHealthcare #PatientCentric #DigitalTransformation #EquityInCare #FutureOfWork #Leadership #ExperienceEconomy

    34 min
  2. Digital CX That Heals | Rob Scruggs on Empathy, AI, and Reinventing Healthcare

    26/11/2025

    Digital CX That Heals | Rob Scruggs on Empathy, AI, and Reinventing Healthcare

    What happens when a CX leader brings experience across banking, retail, and healthcare and uses it to rethink the future of experience design? In this episode of CEX Talks, host Abhinandan Jain sits down with Rob Scruggs, a Top 100 Global CDO, to explore what real transformation looks like in complex industries. From team design to AI adoption to culture change, Rob shares the lessons (and hard truths) that every CX leader needs to hear. 💡 What You’ll Learn: Why empathy still outperforms efficiency How to build cross-functional CX teams that actually work The right way to bring AI into patient and consumer journeys What healthcare can learn from retail and finance Why culture always beats tools 🎧 A sharp, honest episode for CX leaders navigating complexity, transformation, and human-centered design. #CEXTalks #RobScruggs #CXLeadership #DigitalTransformation #CustomerExperience #HealthcareCX #EmpathyInAction #AIandCX #ExperienceEconomy #LeadershipPodcast

    39 min
  3. From Quarry to CX Leadership | Mike Hopkins on Grit, Trust, and Leading from the Front

    26/11/2025

    From Quarry to CX Leadership | Mike Hopkins on Grit, Trust, and Leading from the Front

    From blasting rocks in a quarry to leading global customer success — Mike Hopkins has lived every layer of CX. In this episode of CEX Talks, host Abhinandan Jain sits down with Mike for a refreshingly honest conversation about leadership, transformation, and what it really means to build credibility from the ground up. Together, they unpack the human side of CX, the supplier-enterprise disconnect, and what the future looks like when AI meets frontline work. 💡 You’ll learn: What separates real CX leadership from the buzzwords Why culture beats strategy — and how to shift it How to bridge trust gaps between buyers and suppliers The overlooked complexity in AI adoption The power of getting your hands dirty (literally and professionally) 🎧 A must-listen for anyone navigating CX, operations, or leadership in the experience economy. #CEXTalks #AbhinandanJain #MikeHopkins #CXLeadership #CustomerExperience #DigitalTransformation #HumanCenteredCX #CultureInCX #AIandCX #PeopleFirstCX

    38 min
  4. Philippines 2.0 🇵🇭 | Jack Madrid on AI, Talent & the Future of Customer Experience

    02/11/2025

    Philippines 2.0 🇵🇭 | Jack Madrid on AI, Talent & the Future of Customer Experience

    🇵🇭 The next chapter of the Philippines has already begun — and it’s powered by people, purpose, and AI. In this episode of CEX Talks, host Abhinandan Jain sits down with Jack Madrid, President & CEO of IBPAP (IT and Business Process Association of the Philippines), to explore how the country that built the global BPO industry is now reinventing itself as an AI-driven innovation hub for the world. They dive deep into: Why empathy will always be the Philippines’ greatest exportHow AI is amplifying not replacing Filipino talentWhat “Philippines 2.0” really means for global CX deliveryThe country’s digital transformation and the rise of new leadership in tech It’s not just a story about outsourcing, it’s a story about reinvention, resilience, and the rise of a nation shaping the future of customer experience. #CEXTalks #Philippines #AI #Leadership #BPO #FutureOfWork #IBPAP #Innovation #DigitalTransformation #CustomerExperience

    30 min
  5. Living AI Is Here | Dr. Ewelina Kurtys on Building Computers from Human Neurons

    16/10/2025

    Living AI Is Here | Dr. Ewelina Kurtys on Building Computers from Human Neurons

    AI that’s alive.In this episode of CEX Talks, neuroscientist Dr. Ewelina Kurtys reveals how FinalSpark is building computers from living human neurons. Host Abhinandan Jain explores how this new “Living AI” could transform energy use, ethics, and the definition of intelligence itself.If you think you understand AI think again.They explore how biocomputing could change everything we know about intelligence, energy, and ethics.Topics include: How living neurons can “learn” and compute informationWhy biological systems may be 1,000,000× more efficient than chipsWhat “Living AI” means for the future of work and leadershipThe ethical and emotional questions around consciousness in machines This isn’t science fiction, it’s happening now.If you care about AI, neuroscience, innovation, or the future of humanity, this episode will make you rethink what it means to be intelligent. #CEXTalks #LivingAI #FinalSpark #ArtificialIntelligence #Neuroscience #FutureOfWork #Innovation #Leadership

    33 min
  6. Rebuilding Thomas Cook: Jo Migom on Leadership, AI & the Future of Travel

    11/10/2025

    Rebuilding Thomas Cook: Jo Migom on Leadership, AI & the Future of Travel

    When a 178-year-old travel icon collapsed, Jo Migom helped rebuild it from the ground up. In this episode of CEX Talks, Jo, Ex - Chief Digital & Marketing Officer at Thomas Cook shares how customer obsession, digital agility, and empathy reignited one of the world’s most loved brands. From turning customer feedback into investor confidence to blending AI with human connection, this is a masterclass in leadership, resilience, and reinvention. In this episode of CEX Talks, host Abhinandan Jain dives into how Jo and her team rebuilt one of the world’s most trusted travel brands into a digital-first, customer-obsessed success story. They explore:✈️ How listening to customers rebuilt investor confidence🤖 Why AI and empathy must coexist in the travel experience💡 What “brand relatability” really means in a post-digital world🌍 Leadership lessons from “Be kind. Be clear. Work hard. Party harder.”🔥 How resilience and joy drive lasting transformation It’s a story of comeback, creativity, and the courage to rethink legacy.If you lead teams, build brands, or believe customer obsession can power reinvention, this conversation will stay with you long after the flight lands. #CEXTalks #Leadership #CustomerExperience #AI #FutureOfTravel #ThomasCook

    34 min
  7. End of “Please Hold”? Alex Levin (Regal.ai) on Voice AI and the Future of Customer Experience

    21/09/2025

    End of “Please Hold”? Alex Levin (Regal.ai) on Voice AI and the Future of Customer Experience

    Is “please hold” dead? Alex Levin (Regal.ai) joins Abhi Jain to unpack voice AI, CX myths, deepfakes, and why 16M+ contact center jobs may never look the same again. In this episode of CEX Talks, host Abhinandan Jain dives deep with Alex Levin, Co-Founder & CEO of Regal.ai, to explore how Voice AI is reshaping customer experience and the contact center industry. From real-world enterprise deployments to bold predictions about the future of work, Alex shares where voice AI already rivals humans — and where it still falls short. 👉 What you’ll learn in this episode: Why enterprises are betting big on voice AI agents The myths vs. reality of chatbots, IVRs, and generative AI How deepfakes and trust are reshaping conversations The future of 16M+ contact center jobs in the AI era Why “please hold” may soon disappear forever 📊 Fun Fact: The voice AI market was valued at $4B in 2024 — and is expected to double within 12 months. If you’re a CX leader, technologist, investor, or simply curious about how AI is changing the way we communicate, this is a must-listen episode.

    38 min
  8. AI, Skills & The Future of Work | CP Gurnani, Co-Founder & Vice Chairman AIonOS | CEX Talks Ep 13

    01/09/2025

    AI, Skills & The Future of Work | CP Gurnani, Co-Founder & Vice Chairman AIonOS | CEX Talks Ep 13

    In this episode of CEX Talks, host Abhinandan Jain sits down with CP Gurnani, Co-Founder & Vice Chairman of AIonOS and former CEO of Tech Mahindra, to explore how AI, skills, and human potential are reshaping the future of work and customer experience (CX).   From declaring the end of headcount as a measure of IT success to building AI-native enterprises, CP shares insights from four decades of leadership and transformation. The conversation covers the shift from vanity metrics to value creation, the challenges in procurement and buyer behavior, and the importance of his 3Ps framework: Purpose, People, and Performance. CP also discusses launching AIonOS with InterGlobeEnterprises, closing the global talent gap through skills and reskilling, and why AI will ultimately create more jobs than it replaces. He highlights how technology can drive inclusivity, education, and social good, while pointing out emerging opportunities in agritech, defense tech, tourism, and AI powered storytelling. This wide-ranging conversation blends leadership lessons, innovation insights, and rapid-fire fun — including CP’s favorite apps and which Sholay character he would play if the movie were remade today.   🔑 What You’ll Learn  Why headcount is dead and outcomes matter moreThe 3Ps framework: Purpose, People & PerformanceHow to build and scale AI-native enterprisesClosing the talent gap with skills & reskillingMyths vs. realities around AI and jobsBig opportunities in agritech, defense, tourism & AIstorytellingCP’s leadership journey and advice for future innovators  🎙 Chapters 00:00 Opening: Kitne Aadmi The & AI Headcount Debate 00:57 Welcome & Introduction to CP Gurnani 02:38 Beyond Headcount: Measuring Outcomes & ValueCreation 05:42 Procurement, Buyer Behavior & AI Adoption 09:37 CP Gurnani’s Journey: From Neemuch to Tech Mahindra Turnaround 12:00 Purpose, People & Performance: The 3Ps Framework 14:40 Building AIONOS: Making Enterprises AI-Native 17:23 Closing the Talent Gap: Skills, Reskilling & Universities of the Future 23:01 AI & Jobs: Myths, Realities, and New Opportunities 25:48 AI for All: Education, NGOs & Driving Inclusivity 33:31 Rapid Fire & Final Advice: Refresh, Refresh, Refresh   #CEXTalks #AI #FutureOfWork #CustomerExperience #Leadership #AIonOS

    37 min
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À propos

Explore how AI and cutting-edge strategies reshape customer journeys, workplace culture, and employee empowerment. Packed with actionable tips, real-world stories, and expert insights—this podcast reveals how to: ✅ Build customer-first brands ✅ Retain talent and boost engagement ✅ Unlock CX/EX synergy ✅ Leverage AI for loyalty and growth Perfect for leaders, CX/EX pros, and innovators ready to thrive in the future of work. Follow now for tools to create unforgettable experiences! #CX #EX #CustomerExperience #EmployeeExperience #AI #FutureOfWork

Informations

  • Création
    Abhinandan Jain
  • Années d’activité
    2 k
  • Épisodes
    21
  • Classification
    Tous publics
  • Copyright
    © Abhinandan Jain
  • Site web de l’émission
    CEX Talks