The AI Diaries

Jeremy Hyde runs customer service at Sun Country Airlines and has a hard rule: exit clauses on every AI vendor contract. No exceptions. One vendor said no — he walked. In this episode, Host Kate Nelson and Jeremy discuss what happens when you turn on AI and get zero ROI, why multi-year AI deals are a trap, and the legal Wild West vendors aren't warning you about.

Host Kate Nelson sits down with Jessica Rose Garcia, the Head of Customer Experience at OneSkin who shares her take on why great AI still hallucinates and how to build a bot you can actually trust.

Kate sits down with Jerry Ellis, Head of Contact Center at Ardent Health, for a candid look at AI adoption inside healthcare — an industry that's regulated, cautious, and moving on its own timeline whether leaders like it or not. Jerry is refreshingly honest about where his team is ahead and where it's behind, and he makes a strong case that the thing blocking most AI projects isn't money or execu...

Haseeb Fonte has been inside the XR machine. Former Chief of Staff to Meta's COO, product leader on the AI smart glasses and Meta Quest teams, and a veteran of Samsung and Monitor Deloitte — he's seen XR from the inside out. Now, as COO of Game Changing Style and a track lead at MIT Reality Hack, he's thinking about where it goes from here. In this debut episode of XR Diaries, Haseeb and host Kate...

Kate sat down with Shawn Farris to discuss his approach to cutting through the AI hype and the practical realities of integrating artificial intelligence into contact center operations. Explore Shawn's standardized approach to evaluating vendors, including an "express" 15-question RFP that helps leadership filter out noise and identify true partners.

Host Kate Nelson sits with Savannah Dowe, the VP of Customer Care at Place to talk about what AI actually looks like when it's working inside an organization: the monthly workshops, the Center of Excellence, the champions model, the psychological safety conversation — and where it goes wrong when you skip the foundation. Spoiler: a lot of what people think are AI problems are actually just broken...