VUX World
Episodes
Omotenashi: Japanese concept of hospitality and what CX teams can learn from it, with Daniel Orenes Ferrández, Uber
19 Jun 2026
Contributed by Lukas
Japan has one of the lowest average NPS scores in the world, and the reason is cultural: Japanese customers expect more, not less.Daniel Orenes Ferrá...
The trust layer banks need for an agentic future with Mathias Fanschek, Raiffeisen Bank International
12 Jun 2026
Contributed by Lukas
What happens when customers stop opening banking apps and start managing their finances through AI assistants?In this episode, we sit down with Mathia...
What most companies get wrong about voice AI with Henry Vaage Iversen, boost.ai
21 May 2026
Contributed by Lukas
We sit down with Henry Vaage Iversen, Co-Founder and CCO at boost.ai, to explore why voice AI is finally reaching mainstream deployment across banks, ...
How PolyAI built a voice AI model that handles millions of customer calls with Nikola Mrkšić, Co-founder and CEO
17 May 2026
Contributed by Lukas
Five years after his first appearance on the podcast, PolyAI CEO Nikola Mrkšić returns to VUX World to discuss how conversational AI has evolv...
Most AI projects fail. Here's how to pick the ones that don't with Thomas Schaefer, Uniphore
07 May 2026
Contributed by Lukas
Enterprise AI projects fail more often than they succeed. The MIT figure Thomas Schaefer cites puts that at 95%. The reasons are rarely the model. The...
The headless AI enterprise is coming | Are you ready?
01 May 2026
Contributed by Lukas
In this episode, we explore the concept of the "headless enterprise," where AI agents interact with the external world without traditional user interf...
Building enterprise AI agents in hours with Merlin Bise, CTO at Inbenta
24 Apr 2026
Contributed by Lukas
Enterprise AI tools can spin up a prototype in an hour. Getting that prototype to production with the accuracy, security, and scale a real business ne...
Where generative AI earns its place in fintech. Lessons from Jaja Finance with Adrian Matei
17 Apr 2026
Contributed by Lukas
Most teams are still asking where to use AI. The better question is where not to.In this episode, Adrian Matei, Product Manager from Jaja Finance, bre...
A pulse check on conversational AI in 2026
10 Apr 2026
Contributed by Lukas
We hit the floor at the European Chatbot and Conversational AI Summit in Edinburgh with a mic and a simple rule: answer a question, then leave one for...
Your contact centre is sitting on a goldmine of customer insight with Shane Lynn, EdgeTier
02 Apr 2026
Contributed by Lukas
Most companies sit on a goldmine of customer insight and do almost nothing with it. Every conversation holds signals about frustration, churn risk, an...
Testing for trust in the age of AI agents with Amitha Pulijala and Cristoph Börner, Cyara
27 Mar 2026
Contributed by Lukas
How do you test something that can behave differently every single time?In this episode, we speak with Amitha Pulijala, Chief Product Officer, and Chr...
The realities of deploying generative AI in customer support with Alia Azim, Citation Group
13 Mar 2026
Contributed by Lukas
Generative AI is changing how customer support chatbots are built, deployed and measured.In this episode, we sit down with Alia Azim, Product Lead for...
AI agents with salaries: Inside the “Cloud Employee” model with Gabe Larsen, Atonom
20 Feb 2026
Contributed by Lukas
What happens when AI stops being treated like a tool and starts being hired like an employee?In this episode, we sit down with Gabe Larsen, Chief Reve...
The evolution of conversation design in the age of gen AI with Georgios Tserdanelis, JPMorganChase
06 Feb 2026
Contributed by Lukas
Generative AI has changed how conversations are built and experienced. Georgios Tserdanelis, VP of Conversation Design at JPMorganChase, draws on 15 y...
Automating customer service across 170 countries with HBX Group
30 Jan 2026
Contributed by Lukas
HBX Group sits in the middle of one of the most complex customer service chains in travel. A single issue can span a traveller, a travel agent, a glob...
Designing conversational AI that works with Anne Cantera of Optimum
23 Jan 2026
Contributed by Lukas
From IVRs to multimodal AI experiences, the hardest problems are rarely technical. In this episode, we dive into the evolving landscape of conversatio...
The AI talent war with Chris Morrow, Founder of Digitalent
16 Jan 2026
Contributed by Lukas
AI has moved from pilot projects to boardroom urgency. Companies feel the pressure to act, hire, and keep up. Many start with tools or chase a single ...
The AI-driven evolution of the in-car experience with BalaKrishna Kolluru, Senior Director of AI at Cerence AI
09 Jan 2026
Contributed by Lukas
Cars are becoming one of the most competitive frontiers in AI, and most people don’t realise how complex it really is.In this episode, we’re joine...
Why AI is the future of customer service with Fergal Reid, Chief AI Officer at Intercom
04 Dec 2025
Contributed by Lukas
What does it really take to build AI that can resolve customer support at scale reliably, safely, and with measurable business impact?We explore how I...
How AI is rewriting the business automation playbook with Joe Kim, CEO of DRUID AI
17 Nov 2025
Contributed by Lukas
In this episode, Joe Kim, the new CEO of DRUID AI, unpacks what might be the biggest shift in technology since the internet.We discuss the evolving la...
What is agentic AI? Inside Teneo’s real-world automation approach with Anne Jenkins
06 Nov 2025
Contributed by Lukas
Everyone's slapping 'agentic' on their AI products, but what does that even mean? Anne Jenkins, Vice President of Solution Architecture at Teneo, help...
15 million chats per year: Lessons in AI-driven customer conversations from Lloyds Banking Group with Cainan Wright and John Young
23 Oct 2025
Contributed by Lukas
Once switched off during busy periods, Lloyds Banking Group’s chatbot now handles more than 15 million conversations a year. Learn what it really ta...
Mastering context engineering in conversational AI with Martin Cross, Connect
16 Oct 2025
Contributed by Lukas
In this episode, we dive into the art and science of context engineering with Martin Cross, President of Connect, a company that empowers enterprises ...
Making human-like voice AI accessible and affordable with NLX and Inworld
25 Sep 2025
Contributed by Lukas
Voice AI is having a breakthrough moment. With large language models delivering unprecedented understanding and next-gen text-to-speech achieving near...
AI, empathy, and the future of work with Ian Jacobs, Opus Research
19 Sep 2025
Contributed by Lukas
What happens when one of the world’s leading analysts on customer service and conversational technologies sits down to unpack the future of AI?We ex...
Expert analysis of the best AI platforms in 2025
12 Sep 2025
Contributed by Lukas
Gartner's Magic Quadrant for Conversational AI platforms is back in 2025! This is a must-watch for CX leaders seeking to make informed decisions about...
Machines that talk: How Toyota drives innovation in manufacturing with Kordel France
05 Sep 2025
Contributed by Lukas
As one of the world’s largest car manufacturers, Toyota is giving its machines a voice using AI as a trusted partner to transform how cars are built...
NiCE & Cognigy: The AI arms race in CX has begun
08 Aug 2025
Contributed by Lukas
The AI arms race in customer experience just got serious. We’re joined by industry legends Nerys Corfield (Injection Consulting), Jon Arnold (J Arno...
Inside the analyst’s mind: How AI is reshaping enterprise communications with Jon Arnold
28 Jul 2025
Contributed by Lukas
From the hype cycle around AI to the real-world constraints enterprises face when adopting new tech, we explore the opportunities shaping the future o...
Inside the AI copilot revolution that saved Essent €1.8M with Kellin Sjoerds and Ricky Rekkers
11 Jul 2025
Contributed by Lukas
In this episode of VUX World, we chat with Kellin Sjoerds and Ricky Wekker, Conversational AI Engineers at Essent - the Netherlands’ largest utility...
From IVR to AI: The future of voice testing in contact centres with Satish Barot, Klearcom
04 Jul 2025
Contributed by Lukas
As generative AI redefines the contact centre, ensuring consistent performance across complex telephony networks becomes mission-critical. In thi...
The enterprise AI evolution nobody’s talking about with Merlin Bise, Inbenta
27 Jun 2025
Contributed by Lukas
74% of CEOs think their jobs are on the line because of AI. Not because AI might replace them, but because failing to implement it successfully could ...
Gaining clarity in conversational AI live from Boost Camp
20 Jun 2025
Contributed by Lukas
In this special episode, recorded live at Boost Camp, we have three industry leaders who are shaping the future of conversational AI: Ben Maxim, CTO a...
How True Classic tailored AI for customer experience with Jordan Gesky
13 Jun 2025
Contributed by Lukas
In this episode, we explore how True Classic, a men's apparel brand, is leveraging AI to transform its customer support with Jordan Gesky, Senior Cust...
AI vs BPO: Foundever's transformative journey with Guillaume Laporte
06 Jun 2025
Contributed by Lukas
In this episode, we talk to Guillaume Laporte, Chief AI Officer at Foundever - a $4 billion BPO giant with 150,000 employees worldwide. Guillaume expl...
Designing for generative AI: The UX evolution at Prudential with Alex Shin
30 May 2025
Contributed by Lukas
Generative AI has changed everything - from how we build to how we design. In this episode, we’re joined by Alex Shin, Senior Product Designer at Pr...
The mid-market’s AI agent advantage with Braden Ream, Voiceflow
22 May 2025
Contributed by Lukas
What if the most exciting AI agent innovation isn’t happening in the enterprise, but in the mid-market?In this episode, we unpack Voiceflow’s expl...
The mad genius of using LLMs as classifiers with Katherine Munro, Swisscom
16 May 2025
Contributed by Lukas
In this episode, Kane Simms is joined by Katherine Munro, Conversational AI Engineer at Swisscom, for a deep dive into what might sound like an odd pa...
Building AI maturity at Pandora with Sonia Ingram
09 May 2025
Contributed by Lukas
In this episode, Kane is joined by Sonia Ingram, Global Director of AI at Pandora, to explore what it really takes to develop AI maturity in a global ...
AI beyond the hype: what actually works for enterprise with Andrei Papancea, NLX
01 May 2025
Contributed by Lukas
In this episode, we chat with Andrei Papancea, CEO and Co-Founder of NLX, to cut through the noise and get real about where AI in the enterprise is de...
AI on the rails: Arriva's journey into intelligent travel assistance
17 Apr 2025
Contributed by Lukas
In this VUX World podcast episode with Kerry Phillipson, she reveals how Arriva Group transforms customer experience using cutting-edge AI technology....
Responsible AI, Real Results with Citizens Advice
11 Apr 2025
Contributed by Lukas
In this episode on the VUX World podcast, we chat all about the innovative AI journey of Citizens Advice with Stuart Pearson.We discover how a nonprof...
NatWest on Gen AI with Mark Worden
28 Mar 2025
Contributed by Lukas
In this episode, we dive deep into how NatWest uses generative AI to reshape customer service at scale, with Mark Worden, Strategy & Innovation Le...
Inside Autodesk’s AI-powered sales & CX transformation with Chafik Abdellaoui
21 Mar 2025
Contributed by Lukas
AI is changing how businesses talk to customers, but how do you move beyond the hype and make AI work for your business? In this episode, we chat with...
Is AI enough? How businesses can stand out
13 Mar 2025
Contributed by Lukas
In this episode, Panos Karagiannis, CEO of Moveo.AI, joins us to explore how AI has been reshaping business automation. Panos shares invaluable insigh...
Revolutionising AI usability with Jakob Nielsen
27 Feb 2025
Contributed by Lukas
AI has made incredible strides, but is it truly user-friendly? In this episode, UX legend Jakob Nielsen joins VUX World to discuss why AI usability st...
AI agents: hype vs reality with Ronald Ashri, OpenDialog
20 Feb 2025
Contributed by Lukas
This is an interview with Ronald Ashri, Co-Founder of OpenDialog. We discuss the evolving landscape of conversational AI. Ron shares how OpenDialog ha...
Salzburg AG revolutionises customer service with generative AI, Sarah Haider
04 Feb 2025
Contributed by Lukas
In this podcast with Sarah Haider, Digital Manager for Conversational AI at Salzburg AG, we explore the journey of revolutionising customer interactio...
You won't believe how Rasa is revolutionising Conversational AI
29 Jan 2025
Contributed by Lukas
From the rise of ChatGPT to the death of intent classification, Alan shares insights into how modern AI systems, like Rasa's CALM approach, are reshap...
The generative AI platform that's revolutionising business growth, with Noam Fine
16 Jan 2025
Contributed by Lukas
This episode features Noam Fine, co-founder and CEO of Hear.ai. Noam is a serial entrepreneur with multiple exits, having most recently founded Over.a...
Navigating CX: Lean, AI, and Customer-Centric Transformation
14 Jan 2025
Contributed by Lukas
Join us as we dive into the evolving landscape of customer experience with Alannah Martin, Value Owner at Ovo Energy. From applying Lean Six Sigma pri...
Agentic AI and LLMs, what to expect in 2025
13 Dec 2024
Contributed by Lukas
Mike Myer is the CEO and Co-Founder of Quiq, the generative AI conversational automation platform that's been making noise in recent months, with a fl...
Bridging the Generative AI Gap: Governance, Quality, and Enterprise Adoption
05 Dec 2024
Contributed by Lukas
Every big tech company is working on foundational generative AI models and promises that the future will be different. Yet…Large Enterprises have ge...
Let's RAG and roll: the role of content in LLM applications
04 Dec 2024
Contributed by Lukas
Generative AI is often marketed as a magical tool—just upload your data and let the model do the heavy lifting. But the reality is far from simple. ...
The future of AI orchestration with Dmitry Shapiro of MindStudio
22 Oct 2024
Contributed by Lukas
Dmitry is the CEO of MindStudio, an AI automation platform that's raised $36m in funding to bring AI automation into the hands of businesses. With a b...
Getting AI into the enterprise with Stephan Schuessler, Deloitte
17 Oct 2024
Contributed by Lukas
Join us as Stephan Schuessler dives into the exciting world of AI in the enterprise. In this discussion, we explore how to effectively launch AI initi...
AI and the super-powered future with Jeremy Kahn, Fortune
03 Oct 2024
Contributed by Lukas
Jeremy Kahn has reported extensively on #technology and business covering #AI for the last years, first at Bloomberg and currently at #Fortune with ex...
The AI revolution in recruitment with Martyn Redstone
26 Sep 2024
Contributed by Lukas
Martyn Redstone is a long-standing member of the conversational AI community and is the Founder of Bot-Jobs.com, the go-to jobs board for AI. Martyn j...
The AI chatbot serving 10m customers a year, with Nick Allgaier, Lufthansa
20 Sep 2024
Contributed by Lukas
Nick Allgaier is the Product Manager for Digital Assistants and Conversational AI at Lufthansa Group, and has taken the Lufthansa AI program from zero...
The revolution in AI processors with Robert Hallock at Intel Corporation
19 Sep 2024
Contributed by Lukas
In this episode, we explore the rapidly evolving world of #AI processors; the firepower that makes everything from training, inference and processing ...
AI Voice Generation with Brian Cook, CEO, WellSaid
06 Sep 2024
Contributed by Lukas
WellSaid is at the forefront of AI-generated voices and has been proving bleeding edge voice technology since late 2018. Brain took over as CEO in Jan...
Agony Agent Roundtable #2
05 Sep 2024
Contributed by Lukas
In this episode of Agony Agent, Ben McCulloch welcomes conversation design experts Ilana Meir and Peter Isaacs to tackle pressing issues faced by conv...
Generative AI and the future with Martin Musiol
19 Aug 2024
Contributed by Lukas
Martin Musiol is the founder of Generativeai.net, an online learning platforms that teaches data scientists and others about generative AI. Martin joi...
Vlad Vuskovic, Lead of Search at Google Cloud AI, Director of Product Management
09 Aug 2024
Contributed by Lukas
Today I'm joined by one of the founding team members of Google Assistant and all round AI legend, Vlad Vuskovic. Vlad has been instrumental in Google'...
Voice UX Design in a generative AI world with Cooper Johnson
15 Jul 2024
Contributed by Lukas
Cooper Johnson is a Voice UX Designer at Gridspace, one of the leading voice AI technology companies. Cooper joins us to share his perspectives on how...
Traversing the uncanny valley with Falene McKenna
10 Jul 2024
Contributed by Lukas
Falene McKenna is arguably the most charismatic member of the conversation design community. With a wealth of experience in conversation design partic...
CSAT and NPS are dead. Good Riddance. With Richard Smullen
12 Jun 2024
Contributed by Lukas
Richard Smullen is the CEO of Pypestream, an AI automation platform making waves with its approach to design and operationalising conversational exper...
How we built AI assistant, Sandy, with loveholidays
11 Jun 2024
Contributed by Lukas
The loveholidays AI team join us to share their lessons learned from implementing the award-winning AI assistant, Sandy.Eugene Neale, Director of Busi...
The role of AI in music with SoundCloud's Hazel Savage
10 Jun 2024
Contributed by Lukas
Hazel Savage is the VP Music Intelligence at SoundCloud and the founder of Musiio; a tech company using AI to make music easier to catalogue and find....
Unlocking AI use cases with speech recognition with Ricardo Herreros-Symons
29 May 2024
Contributed by Lukas
Ricardo Herreros Symons is the VP Corporate Development and Strategy at AI speech to text company, Speechmatics. Hosted on Acast. See acast.com/privac...
New updates from OpenAI: a rundown of GPT-4o and it's impact on CX
14 May 2024
Contributed by Lukas
OpenAI GPT4o: What's new and what's the impact on CX? Today I'm joined by Marc Bernstein, CEO, Balto, to discuss the new updates from OpenAI, GPT-4o, ...
Chatbot and LLM Analytics with Eric Griffing
10 May 2024
Contributed by Lukas
From the granular details of measuring intent and LLM-based chatbot effectiveness to the strategic implementation of AI across business units, Eric pr...
AI that filters voices and soften accents, with Ofer Ronen
23 Apr 2024
Contributed by Lukas
Ofer Ronen is an ex-Googler with some immense experience in deploying AI systems for large enterprises including the infamous example of Agent Assist ...
Lessons from 21 years in conversational AI with Chris Ezekiel
17 Apr 2024
Contributed by Lukas
Chris Ezekiel is founder and CEO of one of the longest standing conversational AI platforms, Creative Virtual. Chris joins us to discuss the changing ...
Using AI to make the job search easier with Total Jobs Group
04 Apr 2024
Contributed by Lukas
How can AI make your job search easier? I'm joined by Head of Product - Conversations at Total Jobs Group, Somnath Biswas to discuss. Som has immense ...
AI in contact centers trends with Nerys Corfield
03 Apr 2024
Contributed by Lukas
This immersion into the world of contact centre technology coupled with extensive operational experience has formed the backdrop to Nerys carrying out...
The AI Platform Reimagined, with Brandon Nott and Nick Orlando
20 Mar 2024
Contributed by Lukas
Join us for a thought-provoking episode of VUX World, with Brandon Nott, CPO, Amelia, and Nick Orlando, Director of Product, Amelia. Amelia is an ente...
Lean and process engineering for AI automation with Scott Hamilton
06 Mar 2024
Contributed by Lukas
Scott Hamilton is the Principle, Banking and Lending Strategy Leader at Prodigal Tech, an actionable intelligence platform for consumer finance. Scott...
Navigating the CX Maze: Insights from Ian Robertson on VUX World
27 Feb 2024
Contributed by Lukas
Join us on VUX World for an enlightening episode with Ian Robertson from the Forum, where we delve into the dynamic world of Customer Experience (CX)....
Microsoft Copilot: Enterprise lessons learned with Pete Kemp
23 Feb 2024
Contributed by Lukas
Pete Kemp is a Principle Consultant at FSP, a consulting firm aimed at accelerating digital transformation for brands. Pete was previously the Managin...
Esteemed author, Byron Reese, discusses the impact of AI on work, life and society
09 Feb 2024
Contributed by Lukas
Byron Reese is a serial entrepreneur with a quarter-century of experience building and running successful technology companies, with multiple acquisit...
What to expect from gen AI in enterprise this year, with Philipp Heltewig, CEO, Cognigy
07 Feb 2024
Contributed by Lukas
What can we expect from AI over the next 12 months? What kind of use cases will make it to production and add value? What will the impact be for busin...
Designing AI assistants with 50 years of conversation analysis with Liz Stokoe
23 Jan 2024
Contributed by Lukas
Liz Stokoe is an author and professor at the London School of EconomicsRegister for our upcoming webinar here - https://vux.world/generative-ai-in-pro...
Agony Agent Roundtable #1
20 Dec 2023
Contributed by Lukas
A few months ago we reached out to conversation designers to ask what challenges they struggle with. The idea had come from a conversation with Ilana ...
A year in enterprise AI: 2023 review with Frank Schneider, Verint
06 Dec 2023
Contributed by Lukas
What a wild year it’s been in AI. Every second minute, there’s a news story. If it’s not Open AI burning down, then reassembling, it’s more fu...
What's going on at OpenAI? Plus, some LLM developments, with Matt Taylor
22 Nov 2023
Contributed by Lukas
First, CEO Sam Altman was fired from Open AI. Then, VP Greg Brockman fled. They both then joined Microsoft and now, news is coming out about 710 staff...
Leveraging Amazon Bedrock for Generative AI Applications with JP
16 Nov 2023
Contributed by Lukas
JP is the Co-Founder and CTO of SmartBots, a platform that's making the most of Amazon Bedrock Foundation Models and enabling developers and brands to...
The proof is in your data: conversation analytics at scale with Andrew Moorhouse
15 Nov 2023
Contributed by Lukas
Andrew Moorhouse has worked with the world’s leading consulting firms and household name brands to understand what’s really going on with CX perfo...
AI literacy with Mara Cairo, Product Owner, Amii
03 Nov 2023
Contributed by Lukas
Mara Cairo, Product Owner at Amii, joins me to chat about how businesses be thinking about AI, how you should be implementing it, what your blind spot...
AI in Healthcare with Adam Odessky, Sensley
01 Nov 2023
Contributed by Lukas
Gartner recently forecast that by 2025, 50% of digital communications will be driven by AI avatars. A company that's been using AI avatars for years t...
AI-based routing in contact centres with Ronald Rubens, Sentio CX
27 Oct 2023
Contributed by Lukas
Ronald Rubens, CEO, Sentio CX joins us to share the current issues with live agent escalations and how Sentio CX AI-based routing is helping make sure...
Conversations Squared With Justin randall
24 Oct 2023
Contributed by Lukas
It’s common for teams to have both programmers and conversation designers. You need both to get a solid result. They’re both aiming to create the ...
Customer journey analytics with Tim Friebel
02 Oct 2023
Contributed by Lukas
Tim Friebel is the Global Experience Transformation Lead at Genesys and brings a wealth of experience in customer journey analytics; a crucial and und...
The Uniphore approach to conversational automation with Kim West
26 Sep 2023
Contributed by Lukas
Kim West is the Director of Product Marketing at Uniphore, one of the leading conversational automation technology and service companies. Kim joins us...
Why messaging should be part of your content strategy, with Nick Martin
21 Sep 2023
Contributed by Lukas
You've seen and heard of the value of conversational AI such as chat, voice and messaging assistants for customer service, but what about using the ch...
The future trajectory of AI in customer experience, with Sham Aziz
20 Sep 2023
Contributed by Lukas
Sham Aziz, Selfridges, Head of Customer Service at Selfridges and long-time customer experience expert, joins me to share his perspectives on the curr...
Conversations2 - Millani Jayasingkam
30 Aug 2023
Contributed by Lukas
Designers love to talk design. Often people focus on their favourite tools, processes, hacks and gripes. It all matters. The technical aspects are jus...
LLMs in practice with Matt Taylor, Knowbl
29 Aug 2023
Contributed by Lukas
Are we coming to the end of the hype cycle with Large Language Models? Are we finally finding where they fit best in enterprise automation? Are are we...
UX Design with LLMs, with Braden Ream, CEO, Voiceflow
23 Aug 2023
Contributed by Lukas
Braden Ream is back on VUX World for the third time after some pretty big changes at Voiceflow. Raising another round of funding and repositioning the...
Mikhail Burstev, Founder of Deep Pavlov, talks AI orchestration and LLMs
11 Aug 2023
Contributed by Lukas
Mikhail Burstev is a seasoned AI practitioner and scientist. Founder of one of the most popular chatbot frameworks, Deep Pavlov, Mikhail has been knee...