The Tech Talks Daily Podcast Neil C. Hughes

How is artificial intelligence transforming customer experiences across industries? In today's special episode of Tech Talks Daily, we are live at Xperience 2024, where we have the pleasure of speaking with Brett Weigl, Senior Vice President of Product Management for AI at Genesys. Brett shares his insights on the latest AI innovations from Genesys, including their groundbreaking developments in Customer Journey Management.
Brett delves into the findings from a recent consumer perception study on AI in customer experience, emphasizing the role of chatbots and AI-powered solutions in enhancing customer interactions. He explains how Genesys is harnessing AI to optimize every touchpoint in the customer journey, ensuring smoother, more personalized experiences.
We also explore the newly announced native journey management capabilities for the Genesys Cloud™ platform. Brett highlights how these capabilities provide organizations with deeper insights and control over customer interactions, allowing them to visualize, analyze, and improve customer journeys effectively. This integration not only enhances automation and prediction but also improves conversational intelligence, setting a new standard for AI-driven customer service.
Join us as Brett discusses the synergy between Genesys Cloud AI and Journey Management, revealing how these technologies work together to deliver unparalleled customer experiences. We also get a sneak peek into future innovations and what they mean for the industry.
Tune in to discover how Genesys is leading the charge in AI-powered experience orchestration and what it means for the future of customer service.

In today's episode of Tech Talks Daily, we dive into an insightful conversation with Nicole Thomas, VP of Customer Care Center at Coca-Cola Bottlers' Sales and Services Company (CCBSSC).
Nicole shares how CCBSSC has extended the capabilities of the platform by utilizing Genesys Dialog Engine Bot Flows to introduce an innovative account finder voicebot. This technology determines the customer’s identity and intent before connecting them to an agent, ensuring inquiries are routed efficiently and eliminating multiple transfers. As a result, the customer care experience has become smoother and more effective.
Additionally, Nicole discusses how integrating tools from the Genesys AppFoundry® Marketplace, like Help Lightning, has revolutionized technical support. Through video chat, technicians can now visualize and resolve issues remotely, leading to a 12% improvement in fix rates and significant cost savings by reducing the need for site visits.
We explore the impressive outcomes of these technological advancements, including the correct identification and routing of over 80% of calls by voicebots, a $1 million savings in technician site visits, and a 50% TCO reduction. These achievements highlight the profound impact of embracing cloud-based solutions and AI-driven technologies.
How does a global brand like Coca-Cola continuously innovate to maintain its market leadership? What lessons can other businesses learn from CCBSSC’s journey with Genesys Cloud? Tune in to discover the strategies behind these successes and how they shape the future of customer care.
 
 

How can businesses harness the power of technology to stand out in a crowded digital landscape? In this episode of Tech Talks Daily, we sit down with Conor Egan, VP of Product at ContentStack, to explore the innovative solutions and strategies that are redefining digital customer experiences. Conor brings over 15 years of experience in the industry and has been instrumental in creating solutions that disrupt the CMS market.
We begin by discussing ContentStack’s pioneering role in the development of headless CMS and composable digital experience platforms (DXP). Conor explains how these technologies help brands deliver personalized, omnichannel experiences while overcoming the limitations of legacy CMS systems. He shares ContentStack’s vision of making technology an enabler, allowing brands to focus on executing their most innovative ideas.
Our conversation moves to the "Experience Edge" framework, a unique approach ContentStack uses to help brands identify their competitive advantage. Whether it’s faster time to market, superior UX, or innovative creativity, Conor emphasizes how even small improvements in customer experience can drive significant business outcomes.
As we delve into the evolution of martech, Conor highlights the explosive growth in this space and the challenges that come with integrating diverse platforms and data sources. He advocates for a composable approach, enabling brands to use best-of-breed technologies and adapt as their needs change.
Conor also shares insights into ContentStack’s corporate culture and community initiatives, including their support for Girls Who Code and other charitable organizations. He discusses how regular hackathons and community service foster innovation and engagement within the company.
Lastly, we explore the broader implications of digital transformation, touching on how every business, regardless of industry, will need to embrace technology to remain competitive in 2024 and beyond. Conor provides a detailed explanation of the differences between composable DXP, headless CMS, and traditional CMS, highlighting the benefits and opportunities each brings.
How can your business leverage the experience edge to drive customer loyalty and stand out from competitors? Tune in to this episode and join the conversation by sharing your thoughts on these cutting-edge topics.




 

What does the future of warehouse technology look like, and how can it shape the supply chain industry? Join us in this insightful episode of Tech Talks Daily as we sit down with Matt Gregory, Managing Director of Northern Europe for Körber's Supply Chain Software. With over 17 years of experience in the supply chain software industry, Matt brings a wealth of knowledge on how technology is revolutionizing the way we manage warehouses and supply chains.
In our conversation, Matt delves into the significance of employee well-being in boosting productivity and retention in warehouse environments. He explains how Körber's solutions prioritize the human factor, ensuring that technology supports rather than replaces the workforce. We explore the latest trends in warehouse technology and Matt shares his predictions for the future, highlighting the pivotal role of automation, AI, and digital twins in creating more efficient and adaptable supply chains.
We also tackle the pressing issue of technology's impact on job creation. Contrary to popular belief, Matt argues that technology is not just taking over jobs but also creating new opportunities within the supply chain sector. He provides real-world examples of how AI and automation can enhance decision-making and operational efficiency without fully automating the human touch out of the equation.
As we navigate the complexities of supply chain security, Matt sheds light on how AI can be both a boon and a threat. He emphasizes the importance of cautious integration and robust safeguards to protect supply chains from emerging risks. The discussion also touches on the evolution of smart warehouses and the critical factors for successful implementation, from digital twin simulations to the orchestration of diverse technologies.
Finally, we look at how businesses can create future-proof retail solutions to meet ever-increasing customer demands. Matt shares insights on leveraging software and automation to streamline high throughput operations and build resilient, customer-centric retail environments.
How can businesses leverage AI to improve efficiency and productivity across their supply chains? What does a future-proof retail solution look like in an age of rapid technological advancement? Tune in to find out and join the conversation by sharing your thoughts on these transformative topics.




 

How can AI transform the future of clinical decision-making? Today on Tech Talks Daily, we explore this pivotal question with Rhett Alden, CTO at Elsevier Health. Rhett brings deep insights into the integration of AI with clinical knowledge to enhance healthcare delivery.
Rhett discusses Elsevier's latest innovation, ClinicalKey AI, poised to revolutionize how clinicians access and utilize medical information. Developed with the sophisticated blend of Elsevier’s vast clinical knowledge assets and advanced AI technologies, ClinicalKey AI is designed to deliver trusted, transparent, and timely support to medical professionals. Rhett highlights how this tool leverages a retrieval-augmented generative architecture to provide accurate responses, greatly reducing the time clinicians spend researching complex cases.
Delving deeper, Rhett explains the rigorous validation frameworks that underpin ClinicalKey AI, ensuring the accuracy and reliability of the AI responses while addressing potential biases in AI applications. He emphasizes the importance of transparency, with the system designed to allow clinicians to easily trace and verify the sources of information it provides.
Localization of content is another key aspect Rhett touches upon. ClinicalKey AI is customized for diverse global healthcare systems, adhering to local protocols and regulations, thereby enhancing its applicability and effectiveness worldwide. Looking ahead, Rhett shares Elsevier’s vision for the future—transitioning from on-demand tools to anticipatory, embedded clinical advisors, with a particular focus on expanding into the fast-evolving field of oncology.
Join us as Rhett Alden from Elsevier Health unveils how ClinicalKey AI and generative AI are setting new standards in healthcare technology. After the episode, we invite you to share your thoughts: How do you see AI shaping the future of clinical decision support systems in your environment?

Are enterprises ready to harness the full potential of generative AI in application modernization? In today’s episode of Tech Talks Daily, we dive deep with Kyle Charlet, IBM Fellow and CTO for IBM Z Software, exploring the transformative impact of AI on hybrid cloud strategies and legacy systems.
Kyle provides expert insights into how application modernization is crucial for executing successful hybrid cloud strategies, with generative AI playing a critical role in this evolution. He discusses the benefits of AI in translating outdated code from languages like COBOL to more contemporary languages such as Java, enhancing developer productivity, and ensuring business agility. With IBM’s comprehensive lifecycle approach, Kyle outlines how organizations are not just rewriting, but intelligently enhancing their existing assets for future-proof platforms.
We also cover the significant challenges that come with modernization, such as understanding complex, monolithic legacy applications developed over decades. Kyle explains how generative AI serves as a tool to demystify these systems, assisting in generating test cases, synthetic data, and highlighting potential security vulnerabilities that need addressing from the outset.
The conversation shifts to the impact on IT roles and skills, emphasizing the increasing importance of testing, security, and integration competencies. Kyle points out that developers will need to adapt rapidly to interpret AI-generated code and focus more on application architecture and less on building from scratch.
Looking ahead, Kyle speaks on the expectations for faster innovation cycles and more interconnected systems across hybrid environments. He stresses the need for Ops teams to prepare for managing this complexity and the optimization of DevSecOps pipelines to stay competitive.
Join us as we explore how generative AI is reshaping the landscape of application modernization and what this means for the future of enterprise IT. After the episode, we invite you to share your thoughts: How do you see generative AI influencing your industry’s approach to modernization and hybrid cloud strategies?