Bo DellaMaria and Oliver Song

Human Signals

Technology EN ↓ 6 episodes

Explore the real-world applications and implications of AI with Human Signals, a podcast that bridges the gap between AI hype and reality. Join tech veterans Bo and Oliver as they engage with industry leaders to uncover how AI technologies are shaping businesses today. From live events to in-depth interviews, gain actionable insights into AI's transformative role in various industries.

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Author

Bo DellaMaria and Oliver Song

Episodes

Pearson's Human-Centered Approach to AI in Learning 03.09.2024 32:38

This episode of Human Signals goes inside Pearson to explore how a global learning company is leveraging AI to personalize education and improve the customer experience. Clinical Customer Experience Manager Terrence Clark shares his insights on finding the right tools, adapting to changing needs, and keeping humans at the center of the AI equation. Timestamps: 0:00 Introduction, role at Pearson, e...

Is CX Possible Without Humans? Shep Hyken: CX Guru of 40+ Years 16.08.2024 29:17

In this episode, we sit down with Shep Hyken, a leading authority on customer service and experience, to cut through the AI hype and get to the heart of what's really happening in the world of contact centers. Shep, a New York Times best-selling author and Hall of Fame speaker, shares his decades of experience working with companies of all sizes, from Disney to FedEx, to help them build a cust...

AI in Public Health: Navigating Hype vs. Reality with Southern Nevada's CIO 30.07.2024 23:42

Jason Frame, Chief Information Officer of the Southern Nevada Health District, joins Human Signals to discuss his unique perspective on AI in the public sector. He shares his experience navigating the tech landscape during the COVID-19 pandemic, the importance of aligning AI solutions with real-world pain points, and his vision for a future where technology enhances both customer and employee expe...

AI in a Regulated Market: Global Insights from Philip Morris' Josue Berlanga 11.07.2024 24:08

In this episode, we chat with Josue Berlanga, Head of Remote Care and Sales at Philip Morris International, about their innovative use of AI in a highly regulated industry. Josue shares his fascinating journey of implementing cutting-edge technologies like speech analytics and Salesforce Einstein to enhance customer service and drive sales. We dive deep into the practical challenges and ethical co...

Alvin Rose on How to Avoid AI Disasters in CX 01.07.2024 24:03

Join Oliver and Bo live from Customer Contact Week 2024 in Las Vegas as they sit down with Alvin Rose, VP of Client Solutions at SEBPO. Alvin brings over 30 years of experience leading BPO and customer experience organizations, and shares his insights on how AI is changing the industry and the pitfalls of deploying it before you're ready. Together, they discuss: The Dangers of Garbage In, Garb...

Colin Crowley on The Hidden Costs of AI in Customer Support 18.06.2024 32:14

Join Bo and Oliver live from Customer Contact Week 2024 in Las Vegas as they sit down with Colin Crowley, VP of Customer Support at Maven Clinic. Colin brings over 15 years of experience leading global customer experience organizations and driving digital transformation. Together, they dive into the exciting potential and the stark reality of AI in customer support. Colin shares his insights on: T...