Best Cx Optimization Podcasts (2025)

1
Challenges Slowing AI Adoption in Life Sciences Manufacturing - with Yunke Xiang of Sanofi 20:11

44m ago20:11

20:11

Today’s guest is Yunke Xiang, Global Head of Data Science for Manufacturing, Supply Chain, and Quality at Sanofi. Yunke joins Emerj Editorial Director Matthew DeMello to discuss the challenges that slow AI adoption in life sciences manufacturing, highlighting how fragmented data systems and legacy infrastructure create hurdles for AI initiatives. I…

1
#48: REPLAY: B2B Brand Stories with Tiffany Grinstead, Nationwide Insurance 30:18

5h ago30:18

30:18

We aired this episode a little while ago but wanted to share it again because we think there are some great insights for B2B marketers within it. Today we’re going to talk about using personalization to create more engaging and inspiring stories for B2B brands. To help me discuss this topic, I’d like to welcome Tiffany Grinstead, Vice President – P…

1
Leading customer-centric transformation with empathy and AI with Tabitha Dunn 25:08

5h ago25:08

25:08

Episode web page: https://bit.ly/43Gxevp ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- In this episode of Insights Unlocked, hosts Nathan Isaacs and Bobby Meixner welcome customer experience…

1
What Smart Manufacturing Leaders Consider Before Adopting AI - with Tim Burge of Aquant 28:47

4d ago28:47

28:47

Today’s guest is Tim Burge, Director at Aquant. Aquant is an AI platform built for service teams that maintain and repair complex equipment. It gives clear, accurate answers to service questions — from basic fixes to deep diagnostics — so field techs, call centers, managers, and customers can get to solutions faster. Used by top manufacturers like …

1
Shaping the Future of Healthcare with AI - with Lyndi Wu of NVIDIA and Will Guyman of Microsoft 39:40

4d ago39:40

39:40

In this episode of the ‘AI in Business’ podcast, Principal Group Product Manager Will Guyman of Microsoft and Senior Director Lyndi Wu of NVIDIA explore how healthcare providers are deploying AI at scale to drive clinical and operational transformation. With host Matthew DeMello, they discuss the combined power of NVIDIA’s GPU acceleration and Micr…

1
The AI Minded Path to Scalable and Responsible Innovation Across the Enterprise - with James Raybould of Turing Intelligence 31:18

6d ago31:18

31:18

Enterprise leaders are no longer asking if they should adopt AI — the question is how to do it effectively. In this episode, Emerj Editorial Director Matthew DeMello speaks with James Raybould, SVP and GM of Turing Intelligence at Turing, about what distinguishes successful enterprise AI deployments from stalled pilots. Turing is one of the world’s…

1
Is Transformation a Bad Thing? | Gregorio Uglioni 33:43

7d ago33:43

33:43

Message the show! Transformation. Everyone talks about it, but very few get it right. In this episode of WFM Unfiltered, Irina sits down with Gregorio Uglioni - also known as the CX Goalkeeper - to dismantle the corporate myths around change, strategy, and customer experience. With a rich background in healthcare transformation and a passion for cu…

1
Driving AI in Fraud and AML Compliance for Financial Services - with Nick Lewis of Standard Chartered Bank 20:58

6d ago20:58

20:58

In this second of a two-part series, Nick Lewis, Managing Director for the High Risk Client Unit at Standard Chartered Bank, returns to the AI in Business podcast to unpack the ongoing transformation of anti-financial crime efforts in an increasingly digitized world. In this episode, Nick and Emerj Editorial Director Matthew DeMello examine the per…

1
#47: The power of AI in UX research and design with Jason Bowman, The Office of Experience 21:35

7d ago21:35

21:35

How does a B2B brand maintain speed and agility in the area of UX design, where it has often taken a considerable amount of time, effort, and testing to get to a better result? Today we’re going to talk about using AI strategically in UX research, design, and testing. To help me discuss this topic, I’d like to welcome Jason Bowman, Executive Direct…

1
UX for AI: Designing intelligent experiences with Greg Nudelman 43:26

7d ago43:26

43:26

Episode web page: https://bit.ly/4kw3gQJ ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- In this episode of Insights Unlocked, we dive into the rapidly evolving intersection of UX design and a…

1
Evolving Expectations in Fraud and Risk Response from Dispute to Detection - with Naveen Kumar of Walmart 16:14

7d ago16:14

16:14

Fraud in retail is evolving fast — from return scams to first-party misuse that blurs the line between customer error and criminal intent. In this episode of the ‘AI in Business’ podcast, Naveen Kumar, Director of Financial Crimes at Walmart and former PwC fraud specialist, joins Emerj Editorial Director Matthew DeMello to discuss how AI, automatio…

1
Building Better PCB Layouts with AI Driven Optimization - with Alain-Sam Cohen of InstaDeep 23:18

10d ago23:18

23:18

Today’s guest is Alain-Sam Cohen, Head of Product at InstaDeep—an AI firm using reinforcement learning and other advanced techniques to solve complex design and optimization problems across industries. It may not make headlines like generative AI, but for manufacturers and engineers, PCB design remains one of the most time-intensive steps in buildi…

1
[S03E10] Behavioral Design Secrets from YouTube, Google, and Duolingo with Katie Dove 32:50

12d ago32:50

32:50

Why don’t users do what they say they’ll do? Why does great UX still fail sometimes? And what do the world’s top companies know about behavior that most of us miss? In this episode, Sani sits down with Katie Dove, behavioral designer at Irrational Labs, to break down the Three B Framework, a powerful behavioral design tool used by teams at Google, …

1
Leveraging Data to Scale Drug Development Globally - with Damion Nero of Takeda 29:26

11d ago29:26

29:26

Today’s guest is Damion Nero, Head of Data Science at Takeda Pharmaceuticals. With over 15 years of experience applying AI, machine learning, and real-world data to drug development and precision medicine, Damion joins Emerj Managing Editor Matthew DeMello to explore the evolving role of AI in drug development and supply chain management. He breaks…

1
Rethinking Customer Experiences with AI-Driven Conversations - with Alan Ranger of Cognigy 29:05

11d ago29:05

29:05

With customer expectations at an all-time high, even one broken interaction can result in permanent brand damage. In this episode of ‘AI in Business,’ Cognigy Chief Marketing Officer Alan Ranger joins Emerj Editorial Director Matthew DeMello to explore how conversational, generative, and agentic AI are reshaping contact center strategy across telec…

1
The Evolving Role of AI in Modernizing Clinical Trials - with Xiong Liu of Novartis 28:29

12d ago28:29

28:29

Today’s guest is Xiong Liu, Director of Data Science and AI at Novartis. Xiong returns to the platform in a special episode brought to you by Medable to explore the evolving role of AI in modernizing clinical trials. Their conversation covers how life sciences teams are leveraging AI to streamline data workflows, accelerate study readiness, and mai…

1
Inside Fintech CX: Why Empathy Beats Speed Alone 36:15

13d ago36:15

36:15

Click here to learn more In this episode of Fintech Confidential, host Tedd Huff and guest co-host Jordan Greenberg from LoanPro sit down with Jay King and Aimee Ford of Alorica. Together, they share how banks and fintechs are transforming customer service with scalable operations, AI-powered tools, and real empathy. Jay and Aimee bring decades of …

1
Where Should WFM Sit in the Organisational Structure? | WFM Unfiltered 32:05

14d ago32:05

32:05

Message the show! Where does Workforce Management actually belong inside a company? If you've ever felt like WFM is misunderstood, underused, or straight-up misplaced within your organization, you're not alone. In this episode of WFM Unfiltered, Irina is joined by Pier, a lifelong contact center and workforce leader who brings serious insight and l…

1
Driving Data Security in Unstructured and Structured Data for Customer Analytics - with Jiaxi Zhu of Google 26:21

13d ago26:21

26:21

Today’s guest is Jiaxi Zhu, Head of Analytics & Insights at Google. Jiaxi joins Emerj Editorial Director Matthew DeMello to explore how enterprises can strengthen data security and governance as customer analytics increasingly relies on both structured and unstructured data. As organizations expand their use of sources like call transcripts, social…

1
#46: Better onboarding and operations using AI to augment with Srikrishnan Ganesan, Rocketlane 18:55

14d ago18:55

18:55

Customer onboarding is often where good intentions often end up with less-than-stellar execution. Delays, confusion, and misalignment derail even the most promising new relationships. Why is onboarding still broken in so many organizations, and how is AI finally changing that? Today I’m joined by Srikrishnan Ganesan, Co-Founder and CEO of Rocketlan…

1
Imagining the future: Why leaders need more than vision to succeed with Lisa Kay Solomon 46:27

14d ago46:27

46:27

Episode web page: https://bit.ly/4dDbMuyIn this thought-provoking episode of Insights Unlocked, Jason Giles sits down with Lisa Kay Solomon—designer in residence at Stanford’s d.school, bestselling author, and strategic foresight expert—to explore how leaders can better prepare for an uncertain and rapidly evolving future. Lisa shares insights from…

1
Laying the Groundwork for Enterprise AI in Banking and Finance - with Chris Tapley of EPAM 42:49

17d ago42:49

42:49

Today’s guest is Chris Tapley, Vice President and Head of Financial Services Consulting for North America at EPAM Systems. EPAM is a global digital engineering company that provides software development and consulting services across industries, including financial services, healthcare, and media. With deep experience guiding AI adoption in regulat…

1
What trends are shaping trust and safety programs in 2025? (feat. Peter Ryan and Ljubiša Velikić) 32:24

19d ago32:24

32:24

On this episode, we discuss trust and safety trends — including emerging challenges and opportunities — and how the evolution of technology is shaping CX leaders' priorities in 2025. Fraudulent activity, cyber attacks, data breaches and harmful user-generated content are on the rise. To combat these threats, robust trust and safety programs have be…

1
[S03E09] Know Your Customer, Grow Your Brand: Email Marketing Masterclass with Omar Lovert 40:51

19d ago40:51

40:51

What separates email campaigns that convert from those that get ignored? It all comes down to understanding your customers, deeply. In this episode, Sani welcomes back Omar Lovert for a masterclass on customer-centric email marketing. Together, they unpack why AI can’t replace real customer insight, how to use RFM segmentation to identify your most…

1
Scaling Drug Manufacturing from Clinical Trials to Commercial Production - with Shreyas Becker of Sanofi 24:25

19d ago24:25

24:25

Today’s guest is Shreyas Becker, Head of AI & Data Products, Manufacturing & Supply at Sanofi. Shreyas joins Emerj Managing Editor Matthew DeMello to discuss the practical application of AI in life sciences, focusing on tools that are already improving supply chain resilience and manufacturing efficiency. He explains how AI helps navigate geopoliti…

1
Examining the powerful role music plays in the in-store customer experiencehttps://youtu.be/tWdRZDvGrSA 20:59

20d ago20:59

20:59

Music plays a pivotal role in the retail customer experience as well as retailer's success. As Ola Sars, CEO of Soundtrack Technologies, shares with Judy Mottl, editor of Retail Customer Experience, in this episode of the CX Innovators podcast, music has become a CX strategy that can drive customer loyalty as well as revenue. Sars was a co-founder …

1
AI Data Strategies for Life Sciences Agriculture and Materials Science - with Daniel Ferrante of Deloitte 40:04

19d ago40:04

40:04

Today’s guest is Daniel Ferrante, AI Leader in R&D and Data Strategy at Deloitte. Daniel joins Emerj CEO and Head of Research Daniel Faggella on today’s show to delve into the intersection of AI, data strategy, and research and development across industries such as agriculture, life sciences, and materials science. Ferrante breaks down the core cha…

1
Unlocking Operational Efficiency with AI in Accounting Departments - with Greg Cucino of RoundTable 24:17

20d ago24:17

24:17

Today’s guest is Greg Cucino, Managing Director at RoundTable Strategy Advisors. RoundTable is a leading firm specializing in CFO and NetSuite services that help businesses boost financial management and operational efficiency. Greg joins Emerj Editorial Director Matthew DeMello on the podcast to share his perspective on how AI is redefining the CF…

1
#45: REPLAY: Thriving amidst transformation, with Steve Blum, Autodesk 29:45

21d ago29:45

29:45

We aired this episode a little while ago, but thought it had some amazing insights we thought were worth sharing again. Today we’re going to talk about building a change maker culture and how you can help your teams to thrive among change, instead of being disrupted by it. To help me discuss this topic, I’d like to welcome Steve Blum, Chief Operati…

1
Why WFM Hiring is Failing Talented People 33:01

21d ago33:01

33:01

Message the show! om both sides of the table — as someone who’s hired for WFM roles and as someone who’s had to fight for credibility without formal credentials. He and Irina debate whether certificates really prove capability, why vendors may be part of the problem, and how the obsession with system knowledge is holding back operational growth. Ex…

1
How AI is Reshaping Commercial Insurance and Risk Assessment - with Sidharth Ojha of AXA XL 26:39

21d ago26:39

26:39

Today’s guest is Sidharth Ojha, Head of Process Optimization in Data and AI at AXA XL, a global commercial insurance and reinsurance company and subsidiary of AXA. Sidharth joins Emerj Managing Editor Matthew DeMello to discuss how AI is being applied across commercial insurance workflows with real, measurable impact. He explains how machine learni…

1
How Integrated Systems Are Reshaping Global Risk Oversight - with Kandie Ibaka of Citi 17:16

22d ago17:16

17:16

As the financial industry moves deeper into the generative AI era, compliance teams are navigating the tension between modernization and risk oversight. In this episode, Kandie Ibaka, Vice President and Sanctions Control Officer at Citi, returns to the ‘AI in Business’ podcast to discuss the real-world challenges of balancing legacy tech stacks wit…

1
Using AI to streamline and elevate UX research with Google's Alita Kendrick 37:29

21d ago37:29

37:29

Episode web page: https://bit.ly/4370dIB ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- In this episode of Insights Unlocked, we’re joined by Alita Kendrick, a UX researcher at Google leading…

1
Breaking Complexity in Banking Risk Operations With AI - with Nathaniel Bell of Wells Fargo 19:16

22d ago19:16

19:16

In this episode of the ‘AI in Business’ podcast, Nathaniel Bell, Data Management Director at Wells Fargo, returns to discuss the evolving role of AI in risk management, compliance, and enterprise automation in banking. Host and Emerj Editorial Director Matthew DeMello and Nathaniel explore how financial institutions can balance innovation with caut…

1
Reducing Sanctions Compliance Pressure with Smarter Tools - with Kandie Ibaka of Citi 17:57

24d ago17:57

17:57

Today’s guest is Kandie Ibaka, Vice President and Sanctions Control Officer for International Investigations and Emerging Sanctions in Advisory Controls and Executions at Citi. Kanide joins Emerj Editorial Director Matthew DeMello to discuss how compliance leaders are navigating today’s rapidly shifting regulatory landscape. With global sanctions e…

1
Driving AI Adoption in Wealth and Asset Management - with Deep Srivastav of Franklin Templeton 32:08

25d ago32:08

32:08

In this episode of the ‘AI in Business’ podcast, Deep Srivastav, Chief AI Officer at Franklin Templeton, shares a candid view into the evolving role of AI in wealth and asset management — and how enterprises can move beyond isolated use cases to reshape core business capabilities. Deep unpacks the unique challenges financial firms face when impleme…

1
How Blockchain is Quietly Revolutionizing Finance Explained 1:04:09

25d ago1:04:09

1:04:09

Get More HERE! Web3, crypto, stablecoins, digtial assets and tokenized real world assets are reshaping finance. Blockchain expert Annelise Osborne joins Tedd Huff to reveal what’s actually working in real-world blockchain adoption. With years in traditional finance and deep knowledge of smart contract architecture, She shares what’s actually workin…

1
Building Agile R&D Strategies Through Predictive Analytics - with Scott Bradley of Novartis 19:26

26d ago19:26

19:26

In this episode of the ‘AI in Business’ podcast, Scott Bradley, VP of AI and Innovation at Novartis, returns to discuss how AI is reshaping decision-making at the earliest stages of drug development—and what that means for the future of pharma investment strategy. Host Matthew DeMello and Scott explore how the pharmaceutical industry is transitioni…

1
How AI Is Transforming Clinical Trials and Data Access - with Mathew Paruthickal of Sanofi 20:25

27d ago20:25

20:25

In this episode, Mathew Paruthickal — Global Head of Data Architecture, Utilization, and AI Engineering at Sanofi — joins Emerj Editorial Director Matthew DeMello to explore how AI is reshaping clinical trial operations at scale. He shares how Sanofi is leveraging advanced data strategies to address longstanding bottlenecks in trial design, safety …

1
#44: Why "slow" experiences are the new "site is down" with Gerardo Dada, Catchpoint 31:22

28d ago31:22

31:22

When your site is technically "up" but takes too long to load, customers don’t care—it might as well be down. Why is “slow” the new “down”, and how is that reshaping the way organizations think about digital experience? Today I’m joined by Gerardo Dada, Chief Marketing Officer at Catchpoint, a leader in digital experience monitoring. Gerardo recent…

1
Neurobiological and Cybernetic AI for Manufacturing, Part 2 - with Oleg Savin of Unilever 29:07

28d ago29:07

29:07

Today’s guest is Oleg Savin, Enterprise Architect and MES Expert at Unilever. Oleg is a frequent guest speaker at manufacturing conferences worldwide, including this year’s Smart Manufacturing Excellence Summit in Munich. He returns to the program today to discuss use cases in why neurobiological and cybernetic AI capabilities for manufacturers and…

1
Building a customer research panel with BECU 38:28

28d ago38:28

38:28

Episode web page: https://bit.ly/3S1wxq4 ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- In this episode of Insights Unlocked, we sit down with Jessica Schultz, senior manager of experience re…

1
Scaling AI with Storage Efficiency - with Shawn Rosemarin of Pure Storage 33:44

29d ago33:44

33:44

Today’s guest is Shawn Rosemarin, Vice-President of R&D in Customer Engineering at Pure Storage, a leader in cloud-based infrastructure and storage-as-a-service solutions designed to enhance operational efficiency and sustainability. Shawn joins the podcast to explore the critical role of storage efficiency in scaling AI. As businesses accelerate A…

1
Where AI Can Reduce Risk and Cost in Audit Processes - with Nathaniel Bell of Wells Fargo 29:42

1M ago29:42

29:42

Today’s guest is Nathaniel Bell, Director of Data Management at Wells Fargo. Nate joins Emerj Managing Editor Matthew DeMello on the show today to discuss the practical application of AI within internal audit workflows, focusing on tools that are already delivering results. He explains how deterministic models are transforming information gathering…

1
This Changes EVERYTHING for CRYPTO!!! - Massive regulatory shifts, real payments, and rising security threats. 51:17

1M ago51:17

51:17

See More HERE! In this episode of Fintech Confidential, host Tedd Huff is joined by CI (Confidential Informant), Robert Musiala, co-leader of the Web3 and Digital Assets team at BakerHostetler, to discuss the significant developments in the crypto and fintech space during April 2025. Robert shares his expertise on blockchain law and compliance, pro…

1
The Future of IT Operations with Automation and Real-Time Insights - with Troy Felix of BigPanda 22:55

1M ago22:55

22:55

Today’s guest is Troy Felix, RVP of Sales Engineering at BigPanda. BigPanda is a leading AIOps platform that helps enterprises prevent and resolve IT incidents faster through automation and real-time insights. Troy joins us to explore how automation and real-time data are transforming IT operations. He explains how organizations are using AIOps to …

1
Fraud Prevention in the Digital Age from KYC to Chargebacks - with Matt DeLauro of SEON 24:59

1M ago24:59

24:59

Today’s guest is Matt DeLauro, President at SEON Technologies. SEON is a global provider of fraud prevention solutions, leveraging advanced AI and machine learning to help businesses identify and mitigate fraud throughout the customer journey. Matt joins us on today’s show to discuss how SEON is tackling the challenges of modern fraud prevention in…

1
Leveraging AI for Better Outcomes Across Drug Development - with Patricio La Rosa of Bayer 33:16

1M ago33:16

33:16

Today’s guest is Patricio La Rosa, Head of End-to-End Decision Science at Seed Production Innovation in Bayer Crop Science. With over 20 years of experience developing AI and data science solutions across healthcare and agriculture, Patricio joins Emerj Managing Editor Matthew DeMello to explore how machine learning can drive better outcomes across…

1
How Financial Services Are Building Safer Customer-Facing AI - with Akhil Khunger of Barclays 19:35

1M ago19:35

19:35

Today’s guest is Akhil Khunger, VP in Quantitative Analytics at Barclays. Akhil returns to the program to discuss the evolving role of customer-facing AI in financial services and how financial institutions are embedding safety and security measures directly into client-facing systems. He delves into the risks financial services face, such as promp…

1
Leverage the Jobs To Be Done framework to drive growth 40:05

1M ago40:05

40:05

Episode web page: https://bit.ly/4d2nCOx ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- In this episode, UserTesting’s Lija Hogan sits down with Jim Kalbach, Chief Evangelist at Mural and aut…

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Cx Optimization Podcasts

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