The Syndeo Podcast

E3: Applying the theory of Marginal Gains in the new world of Conversational AI with Dave Tainton

In this episode, Oliver Lennon welcomes Dave Tainton, Senior Manager of Chatbot, AI and Voice within Vodafone to the show. Dave, also known as DT in the industry, has been a prominent figure in the CX space for many years and has worked with leading organizations such as Egg Bank, BSkyB, and Capital One. The conversation revolves around the concept of marginal gains and how to apply the theory in the new world of Conversational AI to drive business benefits. Dave shares insights on how to structure teams from an agile perspective, leveraging conversational designers and their scarce skills to drive results. 
 
A former international cricketer with the England indoor cricket team, Dave draws parallels between the world of sport and the business world, sharing lessons learned on how to use concepts such as marginal gains to achieve success. The discussion also touches on the impact and use of ChatGPT, even on its use in helping write Dave’s own wedding speech. Tune into this insightful episode and learn how to apply these concepts in your own organization. 

E2: Evolution of self-service from IVR to Conversational AI with Daniel Hong

Chief Marketing Officer at Minerva CQ, Daniel Hong joins Oliver Lennon to discuss the evolution of the contact center, discussing technology developments from IVR in the 1980s right up to modern day Conversational AI. Daniel has spent the last 20 years working in the CX and contact center technology and services space. A font of industry knowledge, he has worked for Analysts, including Forrester, Ovum and Datamonitor, and also contributed to publications such as the Wall Street Journal, the Economist and the Financial Times.
Daniel shares his thoughts on contact center technology early adopters and laggards. He talks about ChatGPT and the potential challenges it brings and delves into empathy in AI. Daniel discusses what he thinks the next 5-10 years will bring and the importance of combining machine intelligence with human intelligence in the contact center. 

E1: Technology innovation in the CCaaS space with Merijn te Booij

Merijn te Booij, current EVP GM of the Employee Engagement Business Unit at Genesys joins Oliver Lennon to discuss technology innovation in the CCaaS space. Merijn is an industry veteran, having worked in the CX world for 20+ years and has enjoyed various senior roles in Genesys, including Chief Marketing Officer, EVP Product Strategy and VP Product Management.  
Merijn shares his perspective on the role ChatGPT will play in the industry and where he believes it can add real value. In his own unique and engaging style, he chats about empathy and ethics in AI, and gives his predictions on where the future lies in light of technological advancements. Listen out for the Barbie story!