The Tech Talks Daily Podcast Neil C. Hughes

Have you ever wondered how sustainability and advanced AI can converge to shape the future of customer experiences? In this episode, we sit down with Peter Graf, the Senior Vice President of Strategy at Genesys, live from Xperience 2024, to delve into the groundbreaking innovations driving the future of personalized, AI-powered customer interactions.
Join us as we explore the pivotal role of sustainability in technology with Genesys Cloud operations now achieving carbon neutrality. Peter sheds light on how this milestone was reached and what it means for the broader tech industry. We also dive into the latest enhancements in the Genesys Cloud platform, including new AI capabilities like Copilots, Virtual Agents, and Empathy Detection, designed to revolutionize customer and employee experiences.
We'll discuss the impact of these innovations on real-world businesses, featuring success stories from Virgin Atlantic, Modivcare, Kiwibank, and the National Domestic Hotline, all of whom have harnessed Genesys' solutions to achieve remarkable results.
As the landscape of AI and customer experience continues to evolve, Peter offers insights into the strategic partnerships and forward-thinking approaches that position Genesys at the forefront of this transformation. From managing customer journeys with deeper insights to the integration of social media analytics through the acquisition of Radarr Technologies, this episode is packed with valuable information for anyone interested in the intersection of AI, sustainability, and customer experience.
Tune in to discover how Genesys is not only accelerating the future of AI-driven customer interactions but also ensuring these advancements are sustainable. What does the future hold for AI in customer experience? How can businesses leverage these tools to enhance both customer satisfaction and operational efficiency? Share your thoughts and join the conversation as we explore these critical questions and more.
Don't miss this engaging discussion with Peter Graf, and be sure to share your insights on how AI and sustainability are reshaping the tech landscape.

Have you ever considered what goes into the products you use every day, from the shampoo in your shower to the battery powering your electric vehicle?
In this episode, we explore the transformative world of Syensqo, a company at the forefront of the green energy transition. Our guest is Mike Finelli, Syensqo's Chief Technology & Innovation Officer and Chief North America Officer, who brings over 30 years of experience in the chemical industry to the table.
Mike will delve into how Syensqo is leading the way in developing essential materials for electric vehicle batteries, with a particular focus on their groundbreaking work in lithium-ion battery components. As North America’s largest production facility for polyvinylidene fluoride (PVDF) gears up to open in Augusta, Georgia, Mike will share insights on how this new site will play a critical role in the U.S. "Battery Belt," driving the clean energy transition.
We’ll also discuss Syensqo’s innovative use of artificial intelligence to revolutionize chemical production, making processes more efficient and environmentally friendly. Mike will explain how AI is leveraged in their R&D labs, leading to breakthrough discoveries that push the boundaries of what's possible in sustainable technology.
Join us for a deep dive into the megatrends shaping our future—lightweighting, electrification, and advanced connectivity—and learn how Syensqo is not just keeping up but setting the pace for industrial decarbonization. How are they managing to stay ahead in an industry that's rapidly evolving? And what can other businesses learn from their approach to innovation and sustainability?
As we uncover the layers of Syensqo’s strategic vision, we invite you to ponder: How will these advancements change the products you use daily and the world at large? Share your thoughts with us after the episode.




 

What does the future hold for tech companies as AI continues to evolve and integrate into their operations? In this episode of Tech Talks Daily, I sit down with Thomas Lah, the Executive Director and Executive VP of the Technology & Services Industry Association (TSIA), to explore this pressing question.
As an expert with over two decades of experience helping major tech firms enhance their operational efficiency, Thomas provides invaluable insights into the profound changes AI is bringing to the industry.
AI is revolutionizing internal workflows, leading to significant improvements in key performance indicators (KPIs), ranging from 15-70%. This transformation is not just about automating tasks but fundamentally changing how companies operate from the inside out.
Thomas highlights that while much of the AI buzz centers around customer-facing solutions, its impact on internal operations is equally transformative. Some companies are rapidly adopting AI to enhance their workflows, creating a divide between the "haves and have-nots" in the industry. Case studies demonstrate that deploying AI in workflows can lead to substantial KPI improvements, underscoring its potential.
One of the most discussed aspects of AI's integration is its impact on headcount. Research indicates that AI could reduce headcount in tech companies by up to 20%. Companies like Google have openly discussed how AI has enabled workforce reductions, while others have slowed their hiring rates despite experiencing revenue growth. This trend raises important questions about the future of work in the tech industry.
 The prospect of reduced headcounts brings about a critical need for companies and society to invest in retraining and supporting displaced workers, ensuring a smooth transition into new roles that leverage their existing skills in conjunction with AI capabilities.
Thomas explains that education services and support services are currently reaping the highest benefits from AI implementations. These areas are seeing significant returns on investment, making them prime examples of where AI can deliver substantial value. In contrast, areas like revenue management and sales/renewals are lagging in terms of AI-driven ROI, highlighting the varying degrees of AI impact across different functions.
For companies looking to overcome the barriers to AI implementation, Thomas advises starting with well-defined workflows and integrating AI into these existing processes rather than creating new ones from scratch. He emphasizes the importance of having a sense of urgency, as AI capabilities are not just a passing trend but a permanent fixture in the tech landscape.
 The ability to quickly and effectively adopt AI can determine a company's future success, making it imperative for tech leaders to prioritize these initiatives.
Looking ahead, AI promises to deliver more consistent business value and operational efficiency. Thomas and I discuss how AI will reshape workflows for everyone in the industry, creating distinct market winners and losers based on the speed and effectiveness of AI adoption. This shift will necessitate a new approach to business strategy, focusing on leveraging AI to gain a competitive edge.
Beyond the immediate impact of AI, Thomas shares insights into how the classic SaaS business model is under pressure due to inflation, high interest rates, and deflated company valuations. He discusses how companies like Salesforce are adapting to these economic challenges by leveraging big data and AI to offer next-generation value propositions. This adaptability is crucial for SaaS companies to navigate the current economic landscape and emerge stronger.
Throughout our conversation, Thomas emphasizes the role of industry associations like TSIA in helping SaaS companies navigate the challenges brought by AI disruption. He advises that every executive team should focus on their big data play to unlock unique value propositions for their customer

In this episode of Tech Talks Daily, we delve into the seismic shifts AI adoption is bringing to the technology landscape with Sam Burman, a partner at Heidrick & Struggles. As AI continues to revolutionize industries, it's not just transforming business operations but also the very fabric of leadership and career progression in the tech world.
Sam Burman brings his extensive expertise to the table, shedding light on how the rapid integration of AI is altering the traditional career ladder. With companies entering an AI recruitment arms race, traditional career progression models are becoming obsolete. We explore how tech giants are now seeking and cultivating talent directly from top universities, propelling fresh graduates into high-level roles right from the start. This trend is reshaping the future of leadership teams and creating unprecedented opportunities and challenges.
 
Moreover, Sam discusses modern leaders' crucial qualities to navigate this new era. Emotional intelligence, storytelling skills, and fostering trust and transparency around AI are now indispensable. We'll also touch on the latest findings from Heidrick & Struggles' survey of 201 executives in Europe and the US, revealing the current state and future direction of AI and data analytics in leadership roles.
Sam will provides reassuring guidance on how businesses can embark on their AI journey with focused use cases, assuring them that it's a step-by-step process rather than a daunting overhaul of entire leadership structures.
Are we ready for a future where AI dictates the rhythm of career advancements and leadership structures? How can businesses ensure they effectively and responsibly integrate AI into their operations? Join us for this thought-provoking discussion and share your thoughts on how AI transforms the workplace.
For insights and information, visit Heidrick & Struggles online and connect with Sam and his team.

Have you ever wondered how automation and integration can transform your business, making it more efficient and scalable? In this episode of Tech Talks Daily, I sit down with Gert-Jan Wijman from Celigo to explore the revolutionary impact of process automation on businesses across various sectors.
Celigo's integration platform is at the forefront of enabling automated, scalable business processes by seamlessly connecting data across different systems. Gert-Jan explains how this eliminates human intervention in routine business tasks, allowing data to flow smoothly between systems, removing bottlenecks, and ultimately making business processes more scalable.
We delve into the critical role of proper platform and integration approaches in harnessing the potential of underused business technologists. By lessening the burden on IT departments while still providing them with the necessary oversight, Celigo's platform empowers "citizen integrators" – non-IT employees with technical skills – to contribute significantly to automation initiatives. This approach not only accelerates implementation but also brings valuable business context to the table.
Gert-Jan shares how automation is particularly beneficial for businesses operating across multiple countries and regions. By ensuring efficient connectivity between systems and intelligently handling errors and changes, Celigo's platform supports agile processes that can adapt to different market demands and regulatory environments.
We also discuss the impact of AI on integration and vice versa. Celigo leverages AI for error handling, using pattern recognition to resolve issues automatically, thereby making business process management more efficient. This integration of AI not only enhances the automation process but also ensures more reliable and consistent operations.
A significant focus of our conversation is the e-commerce and retail sector, where automation plays a crucial role in providing consistent omnichannel customer experiences. Gert-Jan highlights how automation frees employees from repetitive tasks, improving their overall experience and enabling them to focus on more strategic activities. For customers, this means seamless interactions across various channels, which is essential for a positive shopping experience.
Gert-Jan provides compelling examples of how brand aggregators on platforms like Amazon use Celigo's solutions to integrate acquired brands rapidly, leveraging economies of scale. This capability also extends to expanding brands into new geographical markets quickly and efficiently.
As we look ahead, Gert-Jan shares insights into emerging trends, particularly the convergence of integration, automation, robotic process automation (RPA), business process management (BPM), and API management for the mid-market. He emphasizes that companies increasingly seek integrated automation platforms rather than separate tools, and Celigo's roadmap reflects this trend by evolving into a broader automation platform.
Join us in this insightful episode as we explore how Celigo is redefining the landscape of business automation and integration. How can automation transform your business operations? Listen in to find out, and don't forget to share your thoughts on this exciting topic!




 

How is technology revolutionizing the way we provide mental health support to LGBTQ+ youth? In this special episode of the Tech Talks Daily Podcast, I sit down with Emmett Troxel, Director of Contact Center Technology at The Trevor Project, during the Genesys Xperience 2024 CX event in Denver, Colorado. 
With over 25 years of expertise in contact center operations, specializing in IVR, Interaction Routing, Workforce Management, and Automation, Emmett brings a wealth of experience to their role as the Director of Contact Center Technology at the Trevor Project. He is dedicated to leveraging technology for good, helping end suicide among LGBTQ+ young people.
The Trevor Project is the world's largest suicide prevention and mental health organization for LGBTQ+ young people, and Emmett shares how they are leveraging cutting-edge technology to save young lives.
Emmett discusses the imperative for The Trevor Project to evolve its services from more than a dozen vendors to an all-in-one platform, enhancing their ability to support the LGBTQ+ community and manage their unique staffing needs. Emmett delves into the challenges and successes of managing a diverse workforce of full-time staff and thousands of volunteers, highlighting the importance of formalized training, real-time supervision, and the right mix of skills for both voice and digital interactions.
Throughout the conversation, Emmett provides valuable insights into how The Trevor Project is integrating new technologies, including soon-to-come social media platform integrations, to extend their reach and effectiveness. He shares the transformative impact of these advancements on their 24/7 phone lifeline, chat, and text services, as well as TrevorSpace, the world’s largest safe space social networking site for LGBTQ youth.