CEX Talks

In this episode of CEX Talks , host Abhinandan Jain is joined by Crystal Broj , a leading voice at the intersection of technology, equity, and healthcare transformation. Crystal shares her journey as a healthcare technologist and people-first leader rethinking the patient experience not just with new tools, but with a new mindset. 💡 What you'll learn: Why AI is a tool, not a solution How to d...

What happens when a CX leader brings experience across banking, retail, and healthcare and uses it to rethink the future of experience design? In this episode of CEX Talks , host Abhinandan Jain sits down with Rob Scruggs , a Top 100 Global CDO, to explore what real transformation looks like in complex industries. From team design to AI adoption to culture change, Rob shares the lessons (and hard...

From blasting rocks in a quarry to leading global customer success — Mike Hopkins has lived every layer of CX. In this episode of CEX Talks , host Abhinandan Jain sits down with Mike for a refreshingly honest conversation about leadership, transformation, and what it really means to build credibility from the ground up. Together, they unpack the human side of CX, the supplier-enterprise disconnect...

🇵🇭 The next chapter of the Philippines has already begun — and it’s powered by people, purpose, and AI. In this episode of CEX Talks , host Abhinandan Jain sits down with Jack Madrid , President & CEO of IBPAP (IT and Business Process Association of the Philippines) , to explore how the country that built the global BPO industry is now reinventing itself as an AI-driven innovation hub for the...

AI that’s alive. In this episode of CEX Talks , neuroscientist Dr. Ewelina Kurtys reveals how FinalSpark is building computers from living human neurons. Host Abhinandan Jain explores how this new “Living AI” could transform energy use, ethics, and the definition of intelligence itself. If you think you understand AI think again. They explore how biocomputing could change everything we know about...

When a 178-year-old travel icon collapsed, Jo Migom helped rebuild it from the ground up. In this episode of CEX Talks , Jo, Ex - Chief Digital & Marketing Officer at Thomas Cook shares how customer obsession, digital agility, and empathy reignited one of the world’s most loved brands. From turning customer feedback into investor confidence to blending AI with human connection, this is a maste...

Is “please hold” dead? Alex Levin (Regal.ai) joins Abhi Jain to unpack voice AI, CX myths, deepfakes, and why 16M+ contact center jobs may never look the same again. In this episode of CEX Talks , host Abhinandan Jain dives deep with Alex Levin, Co-Founder & CEO of Regal.ai , to explore how Voice AI is reshaping customer experience and the contact center industry. From real-world enterprise de...

In this episode of CEX Talks, host Abhinandan Jain sits down with CP Gurnani, Co-Founder & Vice Chairman of AIonOS and former CEO of Tech Mahindra, to explore how AI, skills, and human potential are reshaping the future of work and customer experience (CX).   From declaring the end of headcount as a measure of IT success to building AI-native enterprises, CP shares insights from four decades o...

Summary In this conversation  @CEXTalks  Abhinandan Jain and Casey Denby discuss the transformative impact of AI and digital transformation on workforce development and customer experience. They explore the importance of employee engagement in driving customer satisfaction, the evolving role of AI in the workplace, and the need for continuous training and development to adapt to changing job requi...

Summary In this episode of CEX Talks, Abhinandan Jain and Brad Shaw, CEO of LivePro, discuss the evolving landscape of customer experience, emphasizing the critical role of knowledge management in contact centers. They explore the challenges faced by agents, the empathy gap at the executive level, and the impact of AI on customer service. The conversation also touches on cultural differences in cu...

In this episode of @CEXTalks, host Abhinandan Jain (Abhi) interviews Kish Sharma, CEO and co-founder of Blink, discussing the critical challenges in customer and employee experience within the contact center industry. They explore Kish's entrepreneurial journey, the importance of recruitment as a strategic function, the role of AI in transforming hiring processes, and the future metrics for measur...

his conversation  @CEXTalks  explores the significant impact of tariffs on consumer behavior and the role of AI in navigating these economic changes. It emphasizes the importance of balancing technology with human intuition in customer service, particularly in contact centers. The discussion highlights the need for transparency and effective communication to maintain trust among consumers and supp...

In this episode of CEX Talks, host Abhinandan Jain and guestChandak Biswas discuss the transformative impact of artificial intelligence on work, society, and the economy. They explore the parallels between the current AI revolution and past industrial revolutions, the importance of reskilling for the future workforce, and the evolving expectations of customers in an AI-driven world. The conversati...

In this episode of CEX Talks, host Abhinandan Jain engages with Aanchal Arora and Mitasha Singh, co-founders of All Things Talent, to explore how women-led startups are reshaping employee experience. The conversation delves into the importance of aligning employee and customer experiences, the role of data in measuring employee growth, and the unique perspectives women entrepreneurs bring to the s...

In this episode of CEX Talks, host Abhinandan Jain interviews Kali Sarim, Vice President of Customer Experience at Symtrain. They discuss the evolving landscape of customer experience, the impact of AI on training solutions, and the importance of empathy and resilience in leadership. Kali shares her journey in the industry, the challenges faced by women leaders, and the need for diversity in leade...

This podcast episode explores the critical role of women in leadership within the customer experience (CX) industry. It highlights the disparities in representation, the cultural factors influencing women's roles, and the impact of the CX industry on women's opportunities. The discussion emphasizes the importance of empathy, resilience, and cultural intelligence in customer interactions, as well a...

Summary In this episode of CEX Talks, host Abhinandan Jain and guest Amandeep Singh explore the transformative trends shaping customer experience and communication strategies for 2025. They delve into hyper-personalization, the integration of AI, the evolution of omnichannel experiences, and the ethical considerations surrounding AI implementation. Amandeep shares insights on leading brands, the r...

Summary In this episode of CEX Talks, host Abhinandan Jain and guest Davit, co-founder and CEO of Krisp.ai, explore the transformative impact of voice AI on industries, the evolution of Krisp from noise cancellation to real-time translation, and the future of voice technology. They discuss the rapid growth of the voice AI market, the challenges of infrastructure and costs, and the importance of pr...

Summary In this episode of CX Talks, host Abhinandan Jain interviews Andres Perez , co-founder and general partner at Karya Venture Partners. They discuss Andres's journey from entrepreneur to venture capitalist, his insights on the voice AI industry, and the future of AI and deep tech. The conversation covers the importance of understanding customer needs, the challenges of innovation in AI,...

In this engaging conversation, Nate Brown and Abhinandan Jain explore the intricate relationship between customer experience and employee experience. They discuss the importance of creating a positive work environment, the challenges faced in the BPO industry, and the role of motivation in enhancing employee performance. Nate shares his personal journey into the customer experience field, emphasiz...

In this episode of CEX Talks, host Abhinandan Jain engages with industry thought leader Laurent Philonenko, exploring his journey through the customer experience landscape, the importance of curiosity, and the evolving dynamics of corporate learning. They discuss the future of contact centers, the impact of AI, and the challenges companies face in adopting new technologies. Laurent shares insights...