Best Cx Optimization Podcasts (2025)

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

18m 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

5h 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

19m 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

22m 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

2h 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

24m 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

8h 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

9h 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

5d 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

1d 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
Customer-centric innovation and Amazon's PRFAQ - Interview with Marcelo Calbucci 36:40

4d ago36:40

36:40

Today’s interview is with Marcelo Calbucci, an entrepreneur, innovator, technologist, and author. Marcelo joins me today to talk about his new book: The PRFAQ Framework: Adapting Amazon’s Innovation Framework to Work for You, why Amazon uses it, the five principles of the PRFAQ, where and how it can be applied and what to expect when you are creati…

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

4d 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

5d 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

5d 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

5d 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

6d 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

6d 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

6d 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

12d 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

7d 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

9d 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
Using AI to streamline and elevate UX research with Google's Alita Kendrick 37:29

8d 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
How Integrated Systems Are Reshaping Global Risk Oversight - with Kandie Ibaka of Citi 17:06

8d ago17:06

17:06

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

8d 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 17:49

10d ago17:49

17:49

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

11d 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

12d 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
Lush’s Journey: Balancing Innovation, Empathy, and Customer Care - Interview with Naomi Rankin of Lush 27:18

12d ago27:18

27:18

Today’s interview is with Naomi Rankin, the Manager of Global Customer Care at Lush, the British cosmetics retailer. I spoke to Naomi when I attended Zendesk’s recent Relate event, which took place in Las Vegas on March 25th-27th. We talk about her highlights from the event, what customer care means to Lush, their approach to AI and her journey wit…

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

12d 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

13d 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

19d 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

14d 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

15d 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

15d 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

18d 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

23d 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

19d 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

19d 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
Omnichannel was a myth - Interview with Gaurav Passi of Zingly 39:55

21d ago39:55

39:55

Today’s interview is with Gaurav Passi, Founder & CEO of Zingly. He joins me today to talk about some research that they have recently conducted about FORO (the Fear of Reaching Out), the Great CX Paradox, why Omnichannel was a myth and how ‘Rooms’ could be the answer. This interview follows on from my recent interview – Why businesses need to inve…

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

21d 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

22d 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

22d 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…

1
The Future of Life Sciences AI with Full Integration and Human-Focused Collaboration - with Brice Challamel of Moderna 48:41

22d ago48:41

48:41

Today’s guest is Brice Challamel, Head of AI products and Innovation at Moderna. With experience working across five continents, he brings a global perspective to driving AI adoption, innovation management, and measurable results in life sciences. Brice joins Emerj Managing Editor Matthew DeMello to explore how Moderna is embedding AI into both its…

1
[SOLO] Magician vs. Conductor: How to Build (and Fix) Products with AI in 2025 13:15

26d ago13:15

13:15

Heads-up: I use some salty language. Nothing hateful, just passionate about this topic. Skip if that’s not your vibe. It’s 2 AM, your side-project just went viral, and the signup flow is on fire. Do you keep “vibe-coding” blind prompts, or step up as the conductor who actually knows the score? In this first-ever solo episode, I unpack why “anyone c…

1
Navigating Challenges and Solutions in Data Security with AI - with Dimitri Sirota of BigID 29:28

26d ago29:28

29:28

As enterprises double down on generative AI initiatives, the intersection of data security, privacy, and unstructured data is quickly becoming mission-critical. In this episode, Dimitri Sirota, Co-founder and CEO of BigID, joins the podcast to explore how AI transformation is reshaping enterprise data governance, security, and compliance—and why un…

1
Scaling AI for Clinical Trials - with Damion Nero of Takeda 26:31

27d ago26:31

26:31

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
Handling Budget Pushback: A Guide for WFM and CX Leaders 25:22

28d ago25:22

25:22

Message the show! We don’t usually do reruns… but this one? It earned it. WFM Unfiltered is proud to bring back one of our most popular episodes — with a sharper look and better sound — because Adriana Olteanu dropped insight that’s just too good to get buried in the archives. Adriana leads forecasting and capacity planning at Groupon, and in this …

1
#43: Localizing video using AI with Guy Piekarz from Panjaya 22:08

29d ago22:08

22:08

Most brands invest heavily in content creation, but how much of that content actually reaches global audiences in a way that feels authentic? With 94% of B2B buyers saying they are more likely to engage with leadership and conference videos in their local language, companies are missing a massive opportunity. How can AI-powered video localization r…

1
The Future of Adverse Event Detection in Healthcare and Life Sciences - with Marie Flanagan of IQVIA 21:37

28d ago21:37

21:37

Today’s guest is Marie Flanagan, Director of Product Management in Digital Projects and Solutions at IQVIA, who joins us to explore the overlooked intersection of AI and safety workflows in life sciences. As the industry experiences an explosion in the volume and diversity of data—from social media and call centers to audio and video files—Marie ou…

1
How Financial Services Are Balancing Automation and Flexibility - with Akhil Khunger of Barclays 20:58

29d ago20:58

20:58

Today’s guest is Akhil Khunger, VP of Quantitative Analytics at Barclays. Akhil joins us to explore how financial institutions are modernizing stress testing, risk modeling, and strategic planning through AI. Throughout the episode, Akhil discusses the evolving architecture of financial models — specifically how modular, decoupled processes can spe…

Podcasts Worth a Listen

Cx Optimization Podcasts

Podcasts Worth a Listen