Make It Real

EXL
  • 5.0 (1)
  • TECHNOLOGY

Artificial intelligence is changing the way real work gets done. But big ideas don’t drive change. People do. The ones who roll up their sleeves, modernize data, and bring AI to life where it matters most. In the workflow. This is for them. For you. The visionaries. The innovators. The leaders turning potential into performance and pushing their organizations forward. Everyone’s talking about the promise of AI and what it can do. On this show, we’re talking about making it real. Learn from the experts who are driving it forward and walk away with everything you need to bring AI to life in your organization.

Episodes

  1. How AI simplifies complex systems with David Anderson

    3D AGO

    How AI simplifies complex systems with David Anderson

    A conservative mindset may be keeping an organization from fully realizing the benefits of AI. With clear goals and alignment, businesses can take the first step towards embedding AI in the workflow. In this episode of Make It Real, Shirley Macbeth chats with David Anderson, Sr. Director for Operations & Vendor Management at CNO, to talk about making the shift from AI apprehension to adoption. David shares the journey of integrating AI into CNO’s customer service operations and what had to happen internally to unlock the benefits of automation. He breaks down the importance of change management and well-defined human roles as an organization learns to embrace AI. Key takeaways: How AI can improve the customer experienceThe role of the end user in shifting to automated processesHow to push for change management and avoid change fatigue Highlights:(00:00) Introducing David Anderson(02:36) The benefits of bringing AI into complex systems(03:28) An opportunity to organize unstructured data with AI(06:42) Aligning on objectives and goals for AI to get leadership buy-in(09:07) How AI can be used to improve customer experience(10:34) Quantifying the results of AI adoption (11:34) How AI allows human agents to focus on customer concerns (13:41) Change management goes hand in hand with AI adoption (17:59) Continued growth and increased capacity with AI Resources: David’s LinkedIn: https://www.linkedin.com/in/d2anderson/  CNO website: https://www.cnoinc.com/  CNO LinkedIn: https://www.linkedin.com/company/cno-financial-group/  Shirley’s LinkedIn: https://www.linkedin.com/in/shirleymacbeth/

    22 min

  2. JAN 7

    Unlocking the Real Value of AI in Business with Rohit Kapoor

    Many organizations are still struggling to bridge the gap between the promise of AI and its reality. So, how can leadership make AI work for them? In this episode of Make It Real, Shirley Macbeth sits down with Rohit Kapoor, CEO and Chairman at EXL, to discuss AI adoption at the enterprise level. Rohit breaks down what businesses are getting wrong about deploying AI, the impact of AI on workflows, and real stories of how AI has transformed the way companies in complex industries work. He shares advice on picking the right cases for the use of AI, keeping human workers involved in AI adoption, and innovating with speed. Key takeaways: Why organizations aren’t seeing ROI from the use of AIThe importance of data health in making your org AI-readyHow AI improves customer experience Highlights:(00:00) Introducing Rohit Kapoor(02:10) Why ROI in AI is still elusive for many businesses(05:44) Finding the right use cases for AI(07:32) The key role of data health in AI implementation(10:31) AI success stories in insurance and utilities(13:48) How AI helps businesses serve customers better (15:22) Why humans still matter in an AI-powered org (18:09) Lessons from EXL’s AI journey (20:36) Innovating with speed Resources: Rohit’s LinkedIn: https://www.linkedin.com/in/rohitkapoorexl/ EXL website: https://www.exlservice.com/ Shirley’s LinkedIn: https://www.linkedin.com/in/shirleymacbeth/

    22 min

  3. EPISODE 1

    This is Make It Real

    How is AI changing the way your organization works? EXL brings you Make It Real, a podcast where you’ll hear from leaders with a real, actionable approach to data and AI. Hosted by Shirley Macbeth, Chief Marketing Officer at EXL, each episode features real stories and real results from organizations embedding AI into their workflows to drive measurable impact. From data modernization to innovative applications of AI, this show explores how today’s leaders are moving from proof of concept to performance. Stop talking about the promise of AI and start making it real. Subscribe for new episodes every two weeks.

    1 min

Trailer

About

Artificial intelligence is changing the way real work gets done. But big ideas don’t drive change. People do. The ones who roll up their sleeves, modernize data, and bring AI to life where it matters most. In the workflow. This is for them. For you. The visionaries. The innovators. The leaders turning potential into performance and pushing their organizations forward. Everyone’s talking about the promise of AI and what it can do. On this show, we’re talking about making it real. Learn from the experts who are driving it forward and walk away with everything you need to bring AI to life in your organization.

Information

  • Creator
    EXL
  • Years Active
    2025 - 2026
  • Episodes
    3
  • Rating
    Clean
  • Copyright
    © 2026 EXL
  • Show Website
    Make It Real