The Syndeo Podcast

E23: The Human Touch: Jacqui Turner on Customer Experience, Training, and Brand Loyalty

In this episode, Oliver Lennon chats with Jacqui Turner – fondly known as the Customer Service Dancing Queen to explore the vital role of human connection in customer experience. Jacqui shares insights from her 28-year career spanning training, coaching, and customer service, emphasizing the importance of fostering brand loyalty through empathy, consistency, and empowered employees. Together, they discuss how organizations can overcome internal silos, shift away from rigid scripts, and invest in meaningful training to enhance customer satisfaction and employee engagement. 
This episode delves into the evolving landscape of customer service amidst technological advancements like AI while reinforcing the enduring significance of human-centric interactions. Jacqui highlights the value of emotional intelligence, innovative coaching, and organizational alignment to create exceptional service experiences. Whether you're a CX professional or a curious listener, this conversation offers a wealth of actionable insights and a reminder of why the small things often have the biggest impact. 

E22: Transforming Customer Experience Through AI: Twilio’s Isabelle Staub on Automation, Hyper-Personalization and CPaaS Innovation

In this episode of the Syndeo Podcast, host Oliver Lennon chats with Isabelle Staub, Senior Vice President of Global Operations at Twilio, to uncover how AI and automation are transforming customer experience in the Communications Platform as a Service (CPaaS) industry. Isabelle shares her fascinating journey from a two-decade career in finance to leading operations at one of the most innovative companies in tech. She reveals how Twilio leverages AI to create highly personalized, adaptable customer interactions using copilot tools and individual AI models tailored to each client. They discuss the intricacies of building and fine-tuning AI models, the importance of clean, well-structured data and Twilio’s early adoption of automation to enhance customer service efficiency. 
The conversation dives deep into the concepts of hyper-personalization and multimodal AI, showing how Twilio is working to ensure seamless, proactive customer support by combining real-time data and advanced machine learning models. Isabelle and Oliver discuss the future of AI and automation, touching on how robots could soon impact customer service, education and everyday tasks. They explore the challenges of developing AI in a way that remains flexible and cost-effective as technology advances, and the crucial role of data governance and security in today’s AI-driven world. This episode provides valuable insights for anyone interested in the intersection of AI, customer experience and CPaaS technology. 

E21: Unpacking AI's Evolution in Finance and Beyond: Insights with Dr. Michael Kollo

In this episode, host Oliver Lennon welcomes Dr. Michael Kollo, CEO of Evolved.ai, for an insightful conversation on the intersection of AI, finance and the future of work. Dr. Kollo, with a background in quantitative finance and over 15 years of experience in AI, shares his journey from academia to pioneering AI applications in asset management. The discussion unpacks how AI, particularly natural language processing and sentiment analysis, is reshaping capital markets by providing deeper insights into market behavior, sentiment and expectations. Dr. Kollo explains how AI models like GPT have moved beyond forecasting tools and are now helping industries extract hidden patterns in unstructured data, such as market sentiment, creating new competitive advantages.
The conversation also expands to explore AI’s broader societal impact, including how generative AI is changing workforce dynamics across industries. Dr. Kollo reflects on the challenges of AI adoption, where many organizations struggle to define problems AI can solve, while others are proactively using it to reshape their operations. He delves into the future of work, touching on how AI will augment human capabilities, shift traditional roles and challenge our understanding of value in the workplace. Whether you're interested in AI's role in finance or its transformative potential in everyday life, this episode provides a thought-provoking look at where technology is headed.

E20: Reimagining Customer Experience and the Future of BPO: AI, Voice and Beyond with Ray McDiarmid

In this episode, host Oliver Lennon engages with Ray McDiarmid, an industry veteran with deep expertise in customer experience (CX) and the business process outsourcing (BPO) industry. Ray reflects on his extensive career, spanning travel, hospitality and private equity, to offer a unique perspective on the shifts occurring in customer service. From the rise of AI and large language models to the emerging role of automation, Ray and Oliver discuss the opportunities and challenges these technologies bring to the BPO sector. They explore whether the industry is ready to adapt to innovations like generative AI and voice triage systems, which could transform how businesses handle customer interactions. 
The conversation also delves into the evolving expectations of customers and how organizations can better connect technology with genuine human touchpoints. Ray offers insights into the future of CX, predicting a potential renaissance for voice communication, especially as younger generations change how they interact with brands. He also addresses the ongoing consolidation within the BPO space and how companies can create more strategic, value-driven customer engagement models.  
Whether you're a CX professional or simply interested in the future of customer service, this episode provides a thought-provoking look at where the industry is headed in 2025 and beyond. 

E19: Exploring the AI Revolution in CX: A Conversation with Simon Kriss

In this episode, host Oliver Lennon is joined by Simon Kriss, Australia’s leading voice on AI in Customer Experience (CX). Author of “The AI Empowered Customer Experience”, Simon is a sought-after keynote speaker and consultant, named among the 2024 CX Top 50 Global Influencers to follow. With over 30 years of experience in the contact center and CX industry, Simon provides a deep dive into the transformative power of generative AI and its implications for businesses today. 
The conversation explores the evolving landscape of CX, where Simon discusses the dual challenges of the fear of missing out (FOMO) and the fear of moving forward (FOMF) that many organizations face when integrating AI. He shares practical advice on how companies can leverage AI, starting with small, well-defined use cases, and stresses the importance of aligning technology with a strong business strategy and a focus on people. 
Listen in as Simon and Oliver delve into the future of AI in CX, how to overcome common obstacles, and what it takes to successfully implement AI solutions that enhance both efficiency and customer satisfaction. Whether you’re a CX professional or simply curious about the future of AI in business, this episode is packed with valuable insights from one of the industry’s most respected thought leaders. 

E18: AI, Analytics and the Future of Customer Experience with Bruce Pollock

In this episode of the Syndeo Podcast, host Oliver Lennon welcomes Bruce Pollock, Value Principal at NICE, to discuss the transformative potential of AI in customer experience.
Drawing on his 30 years of industry expertise, Bruce shares insights into how AI can help businesses overcome common challenges like "analysis paralysis," while offering a path toward smarter, more efficient customer interactions. The conversation covers the critical role of analytics in driving actionable insights and ensuring businesses can act on data to improve both customer and agent experiences. Bruce emphasizes the need for companies to focus on not just adopting technology, but also creating a solid foundation with effective change management and clear ROI goals. 
Looking ahead, Bruce shares his perspective on the future of CX, predicting that outbound communication will make a significant comeback and play a pivotal role in reshaping customer service. He also highlights the importance of upskilling agents to handle more complex interactions as AI increasingly takes over simpler tasks. With rapid changes in technology, this episode offers valuable advice for businesses that want to stay ahead of the curve and leverage AI and analytics to their full potential in delivering exceptional customer experiences. 

E17: AI for Wellbeing: Insights from Tech Entrepreneur Naomh McElhatton

In this episode, host Oliver Lennon is joined by Naomh McElhatton, Co-founder and CEO of Dara & Co., an AI-powered wellbeing platform. Naomh, a seasoned tech entrepreneur with over two decades of experience in marketing, digital technology and innovation, shares her journey from the early days of her career to leading a company that blends AI with human empathy to enhance personal development and digital wellbeing. 
 
Naomh shares her unique insights into the importance of human-centred AI and her passion for promoting STEM education, particularly among young girls. As a thought leader in the tech community and a champion for digital wellbeing, Naomh discusses the challenges and opportunities in blending technology with personal development, the role of AI in enhancing human connections and the importance of balancing innovation with ethical practices.
 
Tune in to hear Naomh’s inspiring story, learn about the power of tech for good and discover how Dara & Co. is helping individuals build resilience and navigate the complexities of modern life using AI. 

E16: Navigating AI's Phases of Adoption and its Future Impact with Chris Gillen - Part 2

Join host Oliver Lennon for the second part of his conversation with Chris Gillen, CEO and co-owner of A Closer Look (ACL), a customer experience consultancy that helps brands build authentic and enduring customer-centric brand loyalty. Chris brings nearly three decades of expertise in customer experience, particularly in the retail space with major brands like Target, Home Depot, and Toys R Us. 
Chris draws fascinating parallels between the industrial revolution and the current AI revolution, discussing the phases of AI adoption - from chaos and misunderstanding to normalisation and advancement. He explains the evolution from narrow AI, like Siri and Alexa, to the more advanced general AI, such as OpenAI's GPT models and speculates on the potential of super AI in the near future. 
The conversation delves into the challenges companies face in keeping up with rapid technological changes, the importance of an AI roadmap and the critical balance between AI innovation and human emotional intelligence (HEI). As they discuss the implications of AI on job markets, brand loyalty, and the customer experience, Chris emphasizes the need for education and transparency in AI implementation. 
This episode is a must-listen for anyone interested in understanding how AI is reshaping industries and what the future may hold. Tune in to gain valuable insights into the opportunities and challenges presented by AI and how businesses can strategically position themselves to thrive in this rapidly evolving landscape. 
 

E15: Enhancing Brand Loyalty and Customer Experience with Chris Gillen - Part 1

In this episode host, Oliver Lennon is joined by Chris Gillen, CEO and co-owner of A Closer Look (ACL), a customer experience consultancy that helps brands build authentic and enduring customer-centric brand loyalty. Chris brings nearly three decades of expertise in customer experience, particularly in the retail space with major brands like Target, Home Depot and Toys R Us. 
Discover the intricate dynamics of brand loyalty as Chris differentiates between transactional and emotional loyalty. He shares valuable insights on how brands can build deeper connections with their customers beyond mere price gimmicks. Chris also touches on the unexpected intersection of Taylor Swift's fan loyalty and brand loyalty, introducing the "Taylor Swift effect." 
Chris introduces his formula for success, AI + HEI (Artificial Intelligence plus Human Emotional Intelligence), emphasising the importance of blending technology with human touch to enhance customer experiences. Tune in to discover how businesses can strategically implement AI to augment rather than replace human interaction, ensuring a superior and emotive customer journey. 
Don’t miss the first part of this insightful conversation with Chris Gillen as he sets the stage for a deeper dive into the world of AI and customer engagement in the upcoming second part. 
Link to survey mentioned in episode: Striking the Balance: Leveraging AI in Call Centers While Maintaining the Human Touch - ACL conducted a survey of 1,709 consumers to understand their perceptions, attitudes and experiences with AI in customer service. 

E14: Revolutionising CX and EX: A Conversation with Karin Aalberts, Orange Business

In this episode host, Oliver Lennon chats with Karin Aalberts, European Head of CX & EX Digital Business Consulting & Innovation at Orange Business about the evolving landscape of customer and employee experience (CX and EX). Karin, with a robust background in data science and omnichannel strategies, shares her extensive knowledge on the critical role of technology in simplifying and enhancing both customer and employee interactions. They delve into the challenges and opportunities presented by digital transformation, the impact of AI and GenAI on business processes, and the importance of integrating data seamlessly to provide a unified and personalised experience.  
 
Whether you're a CX professional or just interested in the latest trends in customer service and technology, this episode offers valuable insights and practical advice. Tune in to learn how to navigate the complexities of modern CX and EX and stay ahead in the ever-changing digital landscape. 
 
Show Notes: 
Introduction (00:00) 
Welcome and introduction of Karin Aalberts 
Overview of the episode’s focus on CX and EX 
Karin's Background (02:30) 
Karin’s journey in customer experience and data science 
Her role at Orange Business 
Evolution of CX and EX (07:15) 
Changes in customer and employee experience over the past 15 years 
The impact of digital transformation 
Technology Integration (15:45) 
How technology simplifies interactions for consumers and employees 
Examples of effective technology use in CX and EX 
Challenges and Opportunities (25:30) 
Common challenges in integrating new technologies 
Opportunities presented by AI and GenAI in business processes 
Omnichannel Strategies (35:00) 
Importance of omnichannel strategies in customer experience 
Insights from Karin’s research and practical applications 
Future Trends in CX and EX (45:20) 
Predictions for the future of customer and employee experience 
How organisations can stay ahead in the digital landscape