Best User Centred Design Podcasts (2025)

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Inside the AI copilot revolution that saved Essent €1.8M with Kellin Sjoerds and Ricky Rekkers 59:17

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2d ago59:17

59:17

In this episode of VUX World, we chat with Kellin Sjoerds and Ricky Wekker, Conversational AI Engineers at Essent - the Netherlands’ largest utility provider and part of the E.ON Group to uncover the story behind their groundbreaking agent assist tool, Bolt. Bolt is an AI-powered agent copilot that has transformed Essent’s call centre operations, s…

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From IVR to AI: The future of voice testing in contact centres with Satish Barot, Klearcom 50:05

9d ago50:05

50:05

As generative AI redefines the contact centre, ensuring consistent performance across complex telephony networks becomes mission-critical. In this episode, we speak with Satish Barot, CTO at Klearcom, about the evolution of contact centre technology and the critical role of quality assurance in AI voice systems. We explore how organisations gradual…

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Season 3 update from James and Per 2:03

11d ago2:03

2:03

This is an update to let you know that we have reached the end of Season 3. Have a great summer, and perhaps Per will see you at Camp Digital in Manchester, England, and perhaps James will see you at Web Summer Camp in Opatija, Croatia. References: Our Backstage mailing list get a heads up about the new season: Sign up here Contribute with your tim…

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Dr Malte Gerhold: What does it really take to deliver transformation? 53:42

13d ago53:42

53:42

Transformation is pervasive but we rarely discuss implementation - the secret sauce of successful change. In this episode, we explore one of the most persistent challenges: how to turn promising ideas into real, lasting impact. Malte Gerhold, Director of Innovation and Improvement at the Health Foundation — and trustee of the Alzheimer’s Society — …

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The enterprise AI evolution nobody’s talking about with Merlin Bise, Inbenta 1:02:52

16d ago1:02:52

1:02:52

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 cost them everything. Merlin Bise, CTO of Inbenta and former Head of Technology at a firm acquired by the London Stock Exchange, joins us to share how Inbenta is helping enterprises modernise their cu…

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Gaining clarity in conversational AI live from Boost Camp 31:32

23d ago31:32

31:32

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 at Michigan State University Federal Credit Union (MSUFCU), Åse Marthinsen, who leads generative AI at Norway’s largest bank, DNB and Nick Mitchell, Chief Revenue Officer at boost.ai. We cover the ever…

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How True Classic tailored AI for customer experience with Jordan Gesky 51:50

29d ago51:50

51:50

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 Customer Experience Manager. We look at True Classic’s journey from rule-based automation to generative AI across multiple channels. Jordan talks about how their AI assistant, Crue, now handles customer s…

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Charlotte Newman: Lean tech transforming respite for 35k carers 43:05

1M ago43:05

43:05

At some point in your life, the chances are that you'll either become a carer or be cared for. For Charlotte Newman, this reality became the foundation for groundbreaking social innovation. With 5.7 million unpaid carers in Britain saving the public purse £183 billion annually—more than the entire NHS budget—Charlotte saw an overlooked crisis. Her …

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AI vs BPO: Foundever's transformative journey with Guillaume Laporte 58:53

1M ago58:53

58:53

In this episode, we talk to Guillaume Laporte, Chief AI Officer at Foundever - a $4 billion BPO giant with 150,000 employees worldwide. Guillaume explains the massive impact of generative AI on the BPO industry, why it’s the biggest threat and the biggest opportunity for contact centres today. From deciding whether to buy, build or partner on AI so…

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Designing for generative AI: The UX evolution at Prudential with Alex Shin 44:51

1M ago44:51

44:51

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 Prudential Financial, to talk about how UX is evolving in the age of LLMs. Alex shares his journey from studying Social Policy to UX and conversation design, including how he helped launch Prudential’s fi…

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Accessible design systems with Karen Hawkins 36:40

2M ago36:40

36:40

S03E11 (#339). Karen Hawkins, accessible design practice lead at Level access and chair of the W3C ARRM group joins us to discuss accessibility and design systems. Design systems can really help improve accessibility, but in reality design teams often don’t know their exact responsibilities, leading to accessibility gaps in implementation. We talk …

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The mid-market’s AI agent advantage with Braden Ream, Voiceflow 51:09

2M ago51:09

51:09

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 explosive growth, the shift from flowcharts to frameworks, and why success today isn’t about having the smartest model, but about how you deploy it. We explore how to build reliable, production-grade agents,…

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Prof. Rachel Dunscombe: Your data could save lives 52:22

2M ago52:22

52:22

Imagine passing your health data down like a family heirloom. Not just a list of conditions, but a rich personal history — something that could help your children and grandchildren live longer, healthier lives. But that future depends on what we do now. Right now, governments are pouring billions into electronic health records. But if the data insi…

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The mad genius of using LLMs as classifiers with Katherine Munro, Swisscom 1:35:30

2M ago1:35:30

1:35:30

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 pairing: using LLMs to classify customer intents. Large Language Models (LLMs) are powerful, multi-purpose tools. But would you trust one to handle the precision of a classification task? It’s an unlike…

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Building AI maturity at Pandora with Sonia Ingram 1:08:02

2M ago1:08:02

1:08:02

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 business. Many organisations aiming to get started with AI and generative AI often focus on short-term, point solutions to specific problems. This emergent strategy often led from the grassroots to so…

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Designer burnout with Katrina Alcorn 40:12

2M ago40:12

40:12

S03E10 (#338). About 15 years ago Katrina Alcorn suffered from burnout while managing a team of designers and raising a family. Drawing from her own experience, Katrina highlights during our conversation the importance of autonomy, connection, as well as purpose in the workplace. We discuss the ways in which burnout can be avoided and how to create…

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AI beyond the hype: what actually works for enterprise with Andrei Papancea, NLX 57:25

2M ago57:25

57:25

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 delivering value, and where it's not. Andrei brings a refreshing dose of grounded perspective as the buzz around ‘agentic AI’ and generative everything reaches fever pitch. Instead of chasing trends or …

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Headspace with Cal Thompson 48:44

3M ago48:44

48:44

S03E09 (#337). Cal Thompson, VP of Product Design and Research at Headspace, joins us to talk about the evolution of Headspace from a pure mindfulness app to a comprehensive mental health platform, including health coaches and therapists. We chat about Headspace’s internal culture and how they manage being a healthy workplace as a health company. W…

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AI on the rails: Arriva's journey into intelligent travel assistance 48:01

3M ago48:01

48:01

In this VUX World podcast episode with Kerry Phillipson, she reveals how Arriva Group transforms customer experience using cutting-edge AI technology. Learn how they're creating a virtual assistant that's not just another chatbot, but a smart, personable travel companion that understands your journey needs. Kerry shares with us how Arriva is drivin…

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Dr. Katharine Halliday: Collaboration, leadership, AI and clinical judgment 44:36

3M ago44:36

44:36

Dr Katharine Halliday, President of the Royal College of Radiologists and a leading voice in UK radiology, joins host Sam Menter to discuss how collaboration, authentic leadership, and ground-up innovation drive meaningful change in complex healthcare systems. In this episode, they explore: Balancing AI with human expertise: Exploring how artificia…

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Responsible AI, Real Results with Citizens Advice 51:32

3M ago51:32

51:32

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 nonprofit organisation is revolutionising customer support through Caddy, an intelligent AI assistant that reduces average handle time by 50% while maintaining a rigorous ethical approach. Stuart shares the…

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UX for business with Joel Marsh 44:24

3M ago44:24

44:24

S03E08 (#336). Inspired by feedback from his booked UX for beginners, Joel Marsh has written UX for business. A comprehensive guide for designers navigating real-world challenges. We talk to him about his own journey from design principles to practical business applications. We chat about Joel’s VDP methodology: Value, Diagnosis, and Probability, e…

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NatWest on Gen AI with Mark Worden 1:00:08

4M ago1:00:08

1:00:08

In this episode, we dive deep into how NatWest uses generative AI to reshape customer service at scale, with Mark Worden, Strategy & Innovation Lead for Cora at NatWest. We explore how one of the UK’s biggest banks is building AI-driven customer journeys that are smarter, faster, and more efficient. From traditional NLU-based bots to cutting-edge R…

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Service literacy with Lou Downe 41:29

4M ago41:29

41:29

S03E07 (#335). Lou Downe, author of Good Services and former director of design for the UK government joins us in this episode. We sat down with Lou and asked—Where is service design going wrong, and are we even doing service design? Among the topics we discussed were: The complexity of modern services and the complete reliance on infrastructure, a…

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Dr. Jonathan Gregory: Part 2, AI and groundbreaking research 43:17

4M ago43:17

43:17

In this two part episode, we talk to Dr. Jonathan Gregory, a former NHS cancer surgeon turned healthcare innovator, to explore the intersection of data, digital tools, AI, and patient-centred design in transforming cancer pathways. With over 20 years in frontline surgery and leadership roles, Jonathan now works. as clinical advisor for Macmillan Ca…

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Inside Autodesk’s AI-powered sales & CX transformation with Chafik Abdellaoui 58:41

4M ago58:41

58:41

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 Chafik Abdellaoui, Workforce and Quality Manager at Autodesk, about how AI is used in sales and customer experience and the real results. Autodesk is leveraging AI to analyse calls, generate follow-u…

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Defending against evil with Aarathi Krishnan 40:39

4M ago40:39

40:39

S03E06 (#334). Aarathi Krishnan is an international aid expert, specialising in humanitarian futures and strategic foresight. In a world where the sets of rules that have governed us as humanity are rapidly changing, how will we know if the solutions that we are designing now are going to be fit for purpose? Aarathi pushes the importance of account…

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Is AI enough? How businesses can stand out 58:26

4M ago58:26

58:26

In this episode, Panos Karagiannis, CEO of Moveo.AI, joins us to explore how AI has been reshaping business automation. Panos shares invaluable insights into what it takes to build production-ready AI agents, from scaling AI solutions across industries to navigating the complexities of enterprise adoption. We also dive deep into the real-world appl…

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Dr. Jonathan Gregory: Part 1, transforming cancer pathways 49:53

4M ago49:53

49:53

In this two part episode, we talk to Dr. Jonathan Gregory, a former NHS cancer surgeon turned healthcare innovator, to explore the intersection of data, digital tools, AI, and patient-centred design in transforming cancer pathways. With over 20 years in frontline surgery and leadership roles, Jonathan now works. as clinical advisor for Macmillan Ca…

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Fail early 42:42

4M ago42:42

42:42

S03E05 (#333). A linkshow. James and Per discuss two articles they’ve stumbled on. This time we feature articles about things that slow down your website’s experience and why you can’t do anything about it plus the concept of “failing early” but not in a “failing fast” startup way. Article one is Six things that slow down your site’s UX (and why yo…

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Revolutionising AI usability with Jakob Nielsen 1:06:47

5M ago1:06:47

1:06:47

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 still lags behind and what needs to change. As the founder of UX Tigers and a pioneer in usability with 41 years of experience, Nielsen has shaped the field with groundbreaking contributions, including …

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AI agents: hype vs reality with Ronald Ashri, OpenDialog 1:02:08

5M ago1:02:08

1:02:08

This is an interview with Ronald Ashri, Co-Founder of OpenDialog. We discuss the evolving landscape of conversational AI. Ron shares how OpenDialog has progressed since our last conversation in 2021, highlighting the transformative impact of large language models and generative AI on the enterprise automation space. We dive into the nuances of defi…

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More systems thinking with Sheryl Cababa 48:47

5M ago48:47

48:47

S03E04 (#332). Two years on from when Sheryl Cababa released Closing The Loop, her book about systems thinking for designers, we hear Sheryls reflections and insights about what she’s learnt during that time and we grapple with the challenge of applying system thinking as designers “out of the box”. We work in a complex space, with many complex as …

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Salzburg AG revolutionises customer service with generative AI, Sarah Haider 55:29

5M ago55:29

55:29

In this podcast with Sarah Haider, Digital Manager for Conversational AI at Salzburg AG, we explore the journey of revolutionising customer interactions with AI. From the early days of NLU-based chatbots to embracing generative AI and retrieval-augmented generation technology, Sarah outlines the challenges and breakthroughs in enhancing Salzburg AG…

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Murky middle with Christina Joy Whittaker 38:29

5M ago38:29

38:29

S03E03 (#331). Your destiny isn’t tied to a role. You were a person before your role. Leadership expert and strategist Christina Joy Whittaker talks to us about the murky middle, a phenomenon rooted in misalignment and purpose and quite distinct from imposter syndrome which is rooted in confidence. Christina shares her personal journey from corpora…

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You won't believe how Rasa is revolutionising Conversational AI 53:18

5M ago53:18

53:18

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 reshaping enterprise workflows and user experiences. Alan shares how Rasa's innovative platform integrates large language models with structured business logic, and is able to deliver robust, reliable, and …

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The Great Amazon Heist with Oobah Butler 41:39

6M ago41:39

41:39

S03E02 (#330). Oobah Butler, journalist and filmmaker known for his prankster antics, joined us to discuss his work, including “The Great Amazon Heist” and “The Shed at Dulwich”. Oobah highlights the relative ease of manipulating algorithms, such as TripAdvisor and Amazon, to boost fake products’ rankings. We also discussed the broader implications…

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Dr. Videha Sharma: designing for prevention through genetic testing 1:03:29

6M ago1:03:29

1:03:29

Dr. Videha Sharma—NHS doctor, clinical innovation lead at the University of Manchester, and co-founder of Fava Health—joins host, Sam Menter from Healthia®, to explore how prevention-focused care, human-centered design, and genomic insights can reshape healthcare. Dr. Sharma offers a unique perspective on the power of tailoring treatments to an ind…

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The generative AI platform that's revolutionising business growth, with Noam Fine 1:00:12

6M ago1:00:12

1:00:12

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.ai, which was acquired by Vonage in 2019. In this conversation, we delve into the transformative potential of generative AI in the contact center. Not for automating conversations with customers, but f…

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Navigating CX: Lean, AI, and Customer-Centric Transformation 1:04:18

6M ago1:04:18

1:04:18

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 principles to tackling inefficiencies, to scaling conversational AI for real-world impact, we explore how technology and human-centric design drive innovation in service industries. Discover the secrets …

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Dark mode 36:06

6M ago36:06

36:06

S03E01 (#329). In the first episode of Season Three, James Royal-Lawson and Per Axbom discuss the concept of dark mode, its benefits, and its implications for UX design, user experience and accessibility. We delve into the European accessibility directive, and the EN 301 549 European standard which includes a section on user preferences, requiring …

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Agentic AI and LLMs, what to expect in 2025 56:12

7M ago56:12

56:12

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 flurry of genAI use cases in production with a whole host of enterprise brands. Mike joins me to discuss where we are with agentic AI adoption and trends he's observed in 2024 as well as forecasted tren…

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Bridging the Generative AI Gap: Governance, Quality, and Enterprise Adoption 50:37

7M ago50:37

50:37

Every big tech company is working on foundational generative AI models and promises that the future will be different. Yet… Large Enterprises have generative AI policies in place now that prohibit the usage of the technology. There is a gap in the middle on an opportunity emerging surrounding quality assurance and governance for generative AI appli…

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Let's RAG and roll: the role of content in LLM applications 55:38

7M ago55:38

55:38

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. Retrieval-Augmented Generation (RAG) doesn’t work without thoughtful preparation, clear strategy, and, most importantly, quality content. In this episode, we dive deep into the critical role content pla…

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Rochelle Gold: NHS user research, AI, collaboration and vampires 44:31

8M ago44:31

44:31

Rochelle Gold—Head of User Research and User-Centred Design at NHS England—joins host, Sam Menter from Healthia®, to explore the challenge of making digital services more human. They discuss how actionable insights from user research are delivering better outcomes for patients and healthcare professionals. From pioneering an AI-powered tool to mana…

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68. How can AI fulfil technology's promise of making our professional lives easier, simpler and more efficient? - Noam Segal 51:51

8M ago51:51

51:51

"Although it's understandable that this technology brings all sorts of concerns and anxieties and worries with it, and I share those, by the way, as well. It's not all excitement. I really think this is going to transform the entire tech industry...And honestly, I'm really hoping that what AI brings is, it finally brings to fruition what technology…

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67. UX Brighton 2024 - Part 2 - How are you using AI in your own work? What excites or scares you about it? - Attendees at UX Brighton 30:38

8M ago30:38

30:38

'From an internal perspective we're using AI everywhere from marketing to writing code..' 'I think because everybody is trying to get in the AI game you're just throwing things at a wall and seeing what sticks..' 'There's a good portion of my job that could be automated, so I'm just trying to get a little bit ahead of the curve..' 'My concern is th…

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66. UX Brighton 2024 - Part 1: How can we reduce UX industry anxiety about AI? - Danny Hope, Curator @ UX Brighton 23:02

9M ago23:02

23:02

"What we're aiming to do is answer the question, what do UX practitioners need to know about AI? I want to reduce people's anxiety in the same way that my anxiety has been reduced by confronting the the subject...I'd really like people to leave the conference feeling less anxious about [AI] than they felt coming in." Danny Hope, Curator of the UX B…

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The future of AI orchestration with Dmitry Shapiro of MindStudio 1:00:33

9M ago1:00:33

1:00:33

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 background at Google and ServiceNow, Dmitry has a wealth of experience in building product teams that delivery immense value. He joins me today to share how MindStudio is enabling AI transformation acr…

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Dr. Lia Ali: the intersection of design and healthcare 42:33

9M ago42:33

42:33

Dr. Lia Ali—consultant psychiatrist and clinical advisor at NHS England’s Transformation Directorate—joins host, Sam Menter from Healthia®, to explore the intersection of healthcare, human-centered design, and digital innovation. Dr. Ali shares her unique insights on the bio-psycho-social model and how it aligns with user-centered design to create …