Make It Real

In this episode, Shirley Macbeth sits down with Carolynn Smith , Head of US Service at  Prudential , to discuss how AI is reshaping the way Prudential’s service organization delivers outcomes for employees and customers. Carolynn shares insights into how her team is embedding AI within their workflows, leveraging it to improve both employee and customer experiences. You will hear about the key rol...

Why do AI programs stall before they scale? In this episode, Shirley Macbeth sits down with Tim Rafton , Executive General Manager at IAG, to break down how AI is changing the pace of transformation in insurance. With decades of legacy systems and complex processes, Tim shares how his team is finding faster paths to value without waiting for a full platform overhaul. You will hear how AI handles u...

Agentic AI is more powerful than ever. How can organizations keep up with the latest developments to unlock the real potential of AI today?  In this episode of Make It Real, Shirley Macbeth talks to Samrah Khan , Head of North America Solution Services Partnerships at Google , about the rise of agentic AI. Samrah discusses the significance of the newest shifts in AI technology and how it is improv...

A conservative mindset may be keeping an organization from fully realizing the benefits of AI. With clear goals and alignment, businesses can take the first step towards embedding AI in the workflow. In this episode of Make It Real, Shirley Macbeth chats with David Anderson , Sr. Director for Operations & Vendor Management at CNO , to talk about making the shift from AI apprehension to adoptio...

Many organizations are still struggling to bridge the gap between the promise of AI and its reality. So, how can leadership make AI work for them? In this episode of Make It Real, Shirley Macbeth sits down with Rohit Kapoor, CEO and Chairman at EXL, to discuss AI adoption at the enterprise level. Rohit breaks down what businesses are getting wrong about deploying AI, the impact of AI on workflows,...

How is AI changing the way your organization works? EXL brings you Make It Real, a podcast where you’ll hear from leaders with a real, actionable approach to data and AI. Hosted by Shirley Macbeth, Chief Marketing Officer at EXL, each episode features real stories and real results from organizations embedding AI into their workflows to drive measurable impact. From data modernization to innovative...