The Syndeo Podcast

E13: Transforming Customer Experience with AI: Insights from Alok Kulkarni

Join host, Oliver Lennon as he chats with Alok Kulkarni, a serial entrepreneur and the CEO of Cyara, one of the world’s leading AI and voice testing companies. With over two decades of experience in the CX industry, Alok delves into the dynamic world of customer experience transformation. Discover how AI and voice technologies are revolutionising the way businesses interact with their customers. Alok shares the journey of Cyara, from its inception in Melbourne to becoming a global powerhouse and provides a glimpse into the future of customer service with AI. This episode is a must-listen for anyone interested in the intersection of technology and customer experience.
 
Show Notes:
Introduction (00:00)
Host Oliver Lennon introduces the episode and guest, Alok Kulkarni.
Alok's Background and Journey (02:15)
Alok shares his journey in the contact centre communications industry since 1996.
Discussion on the founding and growth of Cyara.
The Evolution of Customer Experience (10:45)
How Cyara has transformed into an AI-led customer experience platform.
The impact of AI and voice technologies on customer service.
Challenges and Innovations in AI (18:30)
The differences between past and present AI technologies.
The role of generative AI in understanding human emotion and empathy.
Practical Applications of AI in Customer Service (28:00)
Examples of AI implementations in various industries.
The concept of democratising customer experience through AI.
The Future of Contact Centres (35:45)
Predictions on the future landscape of customer service and AI.
The potential for fully automated customer interactions.
 Voice vs. Digital Communication (45:00)
The enduring relevance of voice communication in customer service.
How multimodal AI can enhance customer interactions.
Conclusion and Future Topics (52:15)
Oliver and Alok wrap up the discussion.
 

E12: CX Past, Present and Future: A Conversation with Paula Kennedy Garcia

Join host Oliver Lennon as he kicks off series two of the Syndeo Podcast with CX thought leader, innovator and foresight strategist, Paula Kennedy Garcia. Renowned for her visionary thinking, Paula has earned multiple awards for innovation and futurist leadership, fuelling growth and advancing customer and user experiences with the use of emerging technologies like AI, neuroscience, machine learning and language translation, creating pioneering solutions for digital health and wellbeing, global online safety and the gig-economy.
A recent graduate to the TedX speaker alumni, Paula continues her thought leadership as a prolific Forbes Technology Council contributor and champions the importance of human-centred design at the core of AI and machine-driven transformative change.
In this episode Oliver and Paula discuss the evolving landscape of customer experience, the true essence of innovation beyond just technology and the impact of AI on the industry. Paula shares her insights on how businesses can stay ahead of the curve, the importance of rehumanising technology and the future trends that will shape the next decade. Oliver and Paula have both experienced the evolution of the CX industry through all its digital transformation over the last 25+ years, so there is not much they do not delve into - past, present and future.
Whether you’re a CX professional, an AI enthusiast, or simply curious about the future of customer experience, this episode offers valuable perspectives and thought-provoking ideas. Don't miss out on this engaging conversation that bridges the gap between technology and human centric innovation.
More insights from Paula Kennedy Garcia can be found on her thought leadership content page with Forbes  and in her recent TedTalk on AI

E11: Conversational AI: Transformations and Challenges with Marina Ashurkina

In this episode host, Oliver Lennon is joined by Marina Ashurkina, a distinguished professional with over 13 years of Conversational AI industry experience. Marina has made significant contributions to the development of voice technologies like Siri and has been involved in various startups working on multiple exciting projects including, api.ai, a conversation platform acquired by Google in 2016 (now Dialogflow). She has also co-authored a book with Mike McTear, due for release in early 2024.
The conversation delves into the practical aspects of AI and conversational design, exploring topics like regulations, the implications of hallucinations in large language models and the evolving complexity in building AI solutions. A significant focus is on the importance of prompt engineering and contextual understanding in developing these technologies. Marina and Oliver discuss the industry’s hype, the realities of implementing AI solutions and the future directions of Conversational AI, reflecting on the changes since the advent of platforms like Siri.
Marina’s background in linguistics and translation, her early career startups and her experience at Huawei and other companies provides a rich context for her insights. The episode is an enlightening discussion for anyone interested in the current state and future of Conversational AI.
Please note the book mentioned in this episode, which Marina has co-authored is called: ‘Transforming Conversational AI: Exploring the Power of Large Language Models in Interactive Conversational Agents is available for pre-order on Amazon: https://www.amazon.co.uk/Transforming-Conversational-AI-Exploring-Interactive/dp/B0CN2GY3Q6/ref=sr_1_1

E10: Exploring Conversational AI’s evolution and impact: A conversation with expert Mike McTear

In this enlightening episode, Oliver is joined by Mike McTear, Emeritus Professor at Ulster University to delve into the evolving world of Conversational AI and its broader implications. With a career spanning over two decades in the field of spoken and conversational dialogue systems, Mike offers an unparalleled depth of knowledge and experience. As he nears the completion of his upcoming book, set for release in early 2024, he shares his insights on ethical considerations, advancements in foundational models, and the future trajectory of large language models in both academia and industry. 
The conversation also touches upon the rapidly changing landscape of AI technology, highlighting recent developments at OpenAI and significant industry shifts. Mike’s expertise shines as he discussed the practical applications and challenges of implementing these technologies in various sectors including customer experience and mental health support. This episode is a must-listen for anyone interested in understanding the current state and future potential of Conversational AI, straight from a seasoned expert in the field.  
Please note the book mentioned in this episode, which Mike is co-authoring is launching in February 2024. It’s called: ‘Transforming Conversational AI: Exploring the Power of Large Language Models in Interactive Conversational Agents and can be pre-ordered on Amazon via this link - https://www.amazon.co.uk/Transforming-Conversational-AI-Exploring-Interactive/dp/B0CN2GY3Q6/ref=sr_1_1 

E9: The impact of Generative AI in customer service: a Google perspective with John Lush

In this episode Oliver Lennon welcomes John Lush, an esteemed expert in the realm of customer service and experience. Boasting two decades of hands-on expertise, John’s prowess spans contact centres, CRM platforms, self-service tools, online chat, social media, mobile apps and IVR. His innovative approach and leadership skills have been instrumental in prominent organisations like Vodafone, Accenture, Eir Ireland and notably, Google. As Solutions Consultant at Google, John is responsible for improving the performance of Google’s worldwide support operations across a number of product areas.
Gain insights from John as he shares the Google perspective on Generative AI and get an answer to the intriguing query: “Do you eat your own dog food?” John discusses agent productivity and self-service paradigms, evaluating the impact of Generative AI and other technological advancements. John also offers a visionary glimpse into the evolution of customer service over the next 20 years.

E8: Crafting conversations: a deep dive into Conversational design with Nat Walker, Vodafone

Join Oliver Lennon in this captivating episode as he catches up with Nat Walker, the Chatbot Experience & Linguistic Lead at Vodafone. With an impressive background in UX projects for giants like Google, Swarovski, and the Design Museum, Nat has been at the forefront of Vodafone’s Conversational AI product, TOBi, since 2017. 
Dive into the world of Conversational design as Nat sheds light on its significance, demystifies its core principles, and offers a rare glimpse into the inner workings of a typical Conversational AI project. Drawing from her wealth of experience, Nat outlines how she and her team have integrated Conversational design into Vodafone’s mobile app, enhancing user journeys like never before. 
Exploring the burning question of the era: “Will AI take our jobs?” Nat brings clarity to this concern, brilliantly articulating that it is not Large Language Models or AI that will replace us, but those who possess the skills to harness these technologies effectively. 
Tune in for an enriching conversation loaded with invaluable insights, as Nat imparts profound advice and shares practical tips that promise to reshape your perspective on Conversational AI.  

E7: The Next Six Weeks, Six Months and Six Years: Exploring Large Language Models (LLMs) with Verint Experts

Join host, Oliver Lennon and Verint Systems Inc’s AI experts, Ian Beaver and Scott Lindsay, in this enlightening episode as they delve into the world of LLMs. Ian, Verint’s Chief Scientist, and Scott, the Senior Director of Product Strategy for the Da Vinci AI Platform, bring their decades of experience together to provide a comprehensive understanding of LLMs and how they work. 
Prepare to be captivated by their insights and predictions as they discuss the future of LLMs and what lies ahead in the next six weeks, six months, and six years. Exploring the realms of ethics and legislation, they shed light on the uncertainties that await us. Additionally, they chat about the important role of the human-in-the-loop approach in refining and supervising AI models. 
This is an episode brimming with knowledge that you will not want to miss. Enjoy! 

E6: The AI Awakening: LLMs, Conversational AI, and Exploring the Frontiers of Co-Bots with Evan Kirstel

Join host Oliver Lennon as he welcomes B2B social media trailblazer and renowned tech influencer, Evan Kirstel to the podcast. With a strong background in enterprise tech, working with notable companies such as Philips and Oracle, Evan has dedicated the past decade to staying at the forefront of cutting-edge technology. Through his content creation and community building efforts, he has amassed an enormous following within the B2B tech sphere. 
In this captivating installment, Evan provides a unique and thought-provoking perspective on the world of AI. He delves into the value that LLMs and Conversational AI bring to the table, while also shedding light on the risks associated with these advancements. Furthermore, Evan explores the fusion of 5G technology with AI, highlighting the remarkable potential of putting more intelligence into everyday devices. In addition, he discusses the adoption of AI in the medical field and how ChatGPT is already revolutionizing the diagnostic process. 
Prepare to be captivated as Evan peers into the future, sharing his belief that within a mere five years, we will all have access to ‘co-bots’. Discover what this concept entails and envision the remarkable possibilities it holds. By the end of this episode, you’ll be left with a sense of awe and a profound appreciation for the incredible era we live in. 
A fascinating episode! Enjoy! 

E5: The Engagement Capacity Gap and leveraging Conversational AI and LLMs for improved CX with Matt Pyke

In this episode, our host Oliver Lennon engages in a thoughtful conversation with Matt Pyke, the Senior Director of Strategic Partner Business Development at Verint, a global leader in customer engagement.
They discuss the ‘Engagement Capacity Gap’ and its significance in delivering exceptional customer experience. Matt chats about how this gap has widened in recent years and shares insights on how technology can serve as a bridge to this widening divide.
With a focus on the transformative power of Large Language Models (LLMs) and Conversational AI Matt brings to light their capabilities in fostering richer, more personalized customer interactions.
The episode takes some interesting detours when Matt reveals glimpses of his fascinating life off-duty in sunny California, including goat herding and his track cycling aspirations.
An engaging and insightful conversation you won’t want to miss!

E4: Applying Conversational AI in the world of sales. And the maze of related technologies

In this episode, Oliver Lennon is joined by Nicolas de Kouchkovsky, an expert in customer experience and customer-facing technology markets. Nicolas has extensive industry experience, having held various executive roles, including CMO in companies like Genesys and Alcatel-Lucent Enterprise. As a Fractional CMO with CaCube Consulting, he leverages this vast experience to help companies drive growth and innovation. Conversational Commerce from a sales and marketing perspective is an area he is currently focused on.
 
During this episode, Nicolas and Oliver delve into the world of sales and conversational AI. They discuss use cases for conversational commerce and how it is transforming the sales process. Additionally, they explore the future of the technology and discuss related technologies such as Customer Data Platforms (CDPs) and their importance in creating personalized customer experiences.
 
Nicolas also shares his thoughts on generative AI and its potential to change the industry. As they wrap up their conversation, the Rugby World Cup even makes an appearance. Don't miss out on this insightful episode that provides valuable insights into the world of sales and the rapidly evolving landscape of conversational AI.