The Syndeo Podcast

The Syndeo Podcast, hosted by Oliver Lennon delves deep into all things Conversational AI with some of the sharpest brains from the most innovative companies in the world of Customer Experience (CX). These are not a series of interviews, but conversations – a regular discourse designed to provoke, educate and enlighten business professionals with insights, learning and guidance on leveraging conversational AI to deliver meaningful CX.Music by chillmore from Pixabay

The Syndeo Podcast is a technology podcast hosted by Oliver Lennon, with 23 episodes on record and a Required Pod Score of 80. PitchCentric scores this show on Booking Probability, Listen Score, and live audience signals refreshed every 24 hours.

Oliver Lennon hosts The Syndeo Podcast, a technology show with 23 episodes published.

Our AI reads these to draft pitches. Use them as grounding for a pitch that cites a real guest and a specific topic.

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  Episode #23

  E23: The Human Touch: Jacqui Turner on Customer Experience, Training, and Brand Loyalty

  Nov 20, 202448 minS0

  <p>In this episode, Oliver Lennon chats with Jacqui Turner – fondly known as the Customer Service Dancing Queen to explore the vital role of human connection in customer experience. Jacqui shares insights from her 28-year career spanning training, coaching, and customer service, emphasizing the importance of fostering brand loyalty through empathy, consistency, and empowered employees. Together, they discuss how organizations can overcome internal silos, shift away from rigid scripts, and invest in meaningful training to enhance customer satisfaction and employee engagement. </p> <p>This episode delves into the evolving landscape of customer service amidst technological advancements like AI while reinforcing the...

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  Episode #22

  E22: Transforming Customer Experience Through AI: Twilio’s Isabelle Staub on Automation, Hyper-Personalization and CPaaS Innovation

  Nov 5, 202449 minS0

  <p>In this episode of the Syndeo Podcast, host Oliver Lennon chats with Isabelle Staub, Senior Vice President of Global Operations at Twilio, to uncover how AI and automation are transforming customer experience in the Communications Platform as a Service (CPaaS) industry. Isabelle shares her fascinating journey from a two-decade career in finance to leading operations at one of the most innovative companies in tech. She reveals how Twilio leverages AI to create highly personalized, adaptable customer interactions using copilot tools and individual AI models tailored to each client. They discuss the intricacies of building and fine-tuning AI models, the...

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  Episode #21

  E21: Unpacking AI's Evolution in Finance and Beyond: Insights with Dr. Michael Kollo

  Oct 23, 202449 minS0

  <p>In this episode, host Oliver Lennon welcomes Dr. Michael Kollo, CEO of Evolved.ai, for an insightful conversation on the intersection of AI, finance and the future of work. Dr. Kollo, with a background in quantitative finance and over 15 years of experience in AI, shares his journey from academia to pioneering AI applications in asset management. The discussion unpacks how AI, particularly natural language processing and sentiment analysis, is reshaping capital markets by providing deeper insights into market behavior, sentiment and expectations. Dr. Kollo explains how AI models like GPT have moved beyond forecasting tools and are now helping...

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  Episode #20

  E20: Reimagining Customer Experience and the Future of BPO: AI, Voice and Beyond with Ray McDiarmid

  Oct 9, 202452 minS0

  <p>In this episode, host Oliver Lennon engages with Ray McDiarmid, an industry veteran with deep expertise in customer experience (CX) and the business process outsourcing (BPO) industry. Ray reflects on his extensive career, spanning travel, hospitality and private equity, to offer a unique perspective on the shifts occurring in customer service. From the rise of AI and large language models to the emerging role of automation, Ray and Oliver discuss the opportunities and challenges these technologies bring to the BPO sector. They explore whether the industry is ready to adapt to innovations like generative AI and voice triage systems...

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  Episode #19

  E19: Exploring the AI Revolution in CX: A Conversation with Simon Kriss

  Sep 25, 202448 minS0

  <p>In this episode, host Oliver Lennon is joined by Simon Kriss, Australia’s leading voice on AI in Customer Experience (CX). Author of “The AI Empowered Customer Experience”, Simon is a sought-after keynote speaker and consultant, named among the 2024 CX Top 50 Global Influencers to follow. With over 30 years of experience in the contact center and CX industry, Simon provides a deep dive into the transformative power of generative AI and its implications for businesses today. </p> <p>The conversation explores the evolving landscape of CX, where Simon discusses the dual challenges of the fear of missing out (FOMO) and the fea...

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