Best Cx Optimization Podcasts (2025)

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#693: Optimizing the post-click customer experience with Riikka Söderlund, Katana Cloud Inventory 24:05

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5d ago24:05

24:05

What if your biggest customer experience problem isn’t your marketing… but your inventory spreadsheet? In the era of one-click checkouts, Prime delivery expectations, and endless online channels, brands are pouring millions into customer acquisition—only to lose customers post-purchase. Why? Because they can’t deliver what they just sold. Today’s g…

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Why Human-Centered Service Still Matters in the Age of AI - Charles Pointer at Commerce Bank 30:40

38m ago30:40

30:40

Today’s guest is Charles Pointer, Vice President of Bank Operations at Commerce Bank — a community bank with 160 years of history providing personalized financial solutions to individuals and businesses. Commerce Bank combines a people-first approach with a growing appetite for modernizing customer service through technology. With over 20 years of …

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#695: Why Trust Is a Strategy, Not a Sentiment with Dana Bodine, Trustpilot 28:58

2h ago28:58

28:58

If nearly half of consumers spend more with brands they trust, why aren’t more companies making trust a core business strategy instead of just a tagline? To help me explore this question, I’m joined by Dana Bodine, U.S. Vice President of Marketing at Trustpilot, the world’s largest independent platform for customer feedback. About Dana Bodine Dana …

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AI in Healthcare Devices and the Challenge of Data Privacy - with Dr. Ankur Sharma at Bayer 19:06

1h ago19:06

19:06

Today’s guest is Dr. Ankur Sharma, Head of Medical Affairs for Medical Devices and Digital Radiology at Bayer. Dr. Sharma joins Emerj Editorial Director Matthew DeMello to explore the complex intersection of AI, medical devices, and data governance in healthcare. Dr. Sharma outlines the key challenges that healthcare institutions face in adopting A…

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#49: Adapting your B2B marketing playbook at the speed of AI, with Victoria Blackwell, G2 27:04

1d ago27:04

27:04

Agility today means adapting your marketing playbook at the speed of AI—experimenting fast, learning faster, and never assuming yesterday’s tech advantage still applies. Today we’re going to talk about how B2B marketers should be thinking about AI in the months ahead—and how to know if you’re already behind. To help me discuss this, I’d like to wel…

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How can brands scale their digital customer success programs efficiently? (feat. Samantha David of monday.com) 30:12

1d ago30:12

30:12

On this episode, we explore how B2B SaaS platform monday.com has scaled its digital customer success programs to support rapid growth — and how these programs are optimized to meet each customer at their specific point along the customer journey. As businesses expand, there are more customers to support and the same amount of time in each day. That…

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Designing products people trust with Robinhood’s Dheerja Kaur 29:56

14h ago29:56

29:56

Episode web page: https://bit.ly/4l51qH3 ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- In this episode of Insights Unlocked, we sit down with Dheerja Kaur, Vice President of Product Manageme…

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#694: What's your plan for Q5 this year, with Xavier de Baillenx from Ramdam 23:39

2d ago23:39

23:39

What if your most profitable campaign window isn’t Black Friday or Cyber Monday… but after the holidays, when everyone else is quiet? While most marketers are winding down, savvy brands are doubling down—tapping into the “Q5” period between Christmas and early January, when ad prices drop, engagement spikes, and consumers are laser-focused on their…

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Lessons from Walmart in Building AI at Scale - with David Glick of Walmart 28:40

5d ago28:40

28:40

Today’s guest is David Glick, Senior Vice President of Enterprise Business Services at Walmart. Walmart is one of the world’s largest retailers, serving millions of customers through thousands of physical stores and online platforms. David joins Emerj Editorial Director Matthew DeMello to share practical lessons from Walmart’s experience building A…

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Building AI Systems That Think Like Scientists in Life Sciences - Annabel Romero of Deloitte 31:01

6d ago31:01

31:01

Today’s guest is Annabel Romero, Specialist Leader focusing on AI for Drug Discovery at Deloitte and a structural biologist by training. Deloitte is a global consulting firm known for its work in digital transformation, data strategy, and AI adoption across regulated industries. Annabel joins Emerj Editorial Director Matthew DeMello to explore how …

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#692: The lifetime value of milliseconds in the customer experience with Jaxon Repp, Harper 24:34

7d ago24:34

24:34

Agility can often get framed as driving massive transformation—but sometimes it’s the milliseconds that matter. When every digital moment counts, small gains in speed and efficiency can have a disproportionately large impact on customer lifetime value and brand loyalty. If you could speed up every digital interaction your customers have with your b…

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Challenges Slowing AI Adoption in Life Sciences Manufacturing - with Yunke Xiang of Sanofi 20:11

7d ago20:11

20:11

Today’s guest is Yunke Xiang, Global Head of Data Science for Manufacturing, Supply Chain, and Quality at Sanofi. Yunke joins Emerj Editorial Director Matthew DeMello to discuss the challenges that slow AI adoption in life sciences manufacturing, highlighting how fragmented data systems and legacy infrastructure create hurdles for AI initiatives. I…

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#48: REPLAY: B2B Brand Stories with Tiffany Grinstead, Nationwide Insurance 30:18

8d ago30:18

30:18

We aired this episode a little while ago but wanted to share it again because we think there are some great insights for B2B marketers within it. Today we’re going to talk about using personalization to create more engaging and inspiring stories for B2B brands. To help me discuss this topic, I’d like to welcome Tiffany Grinstead, Vice President – P…

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Leading customer-centric transformation with empathy and AI with Tabitha Dunn 25:08

8d ago25:08

25:08

Episode web page: https://bit.ly/43Gxevp ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- In this episode of Insights Unlocked, hosts Nathan Isaacs and Bobby Meixner welcome customer experience…

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#691: Gaining agility and results with composable CMS, with Mark Wheeler from Storyblok 31:23

9d ago31:23

31:23

Is your CMS holding your creativity—and marketing growth—hostage? When speed and agility are everything, most marketing teams are still stuck in the slow lane—waiting on developers to publish updates, launch campaigns, or even fix a typo. Sound familiar? Today’s guest says it’s time for marketers to take the wheel. Mark Wheeler, Chief Marketing Off…

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#690: Focusing on long-term customer value using next best action with Tine Van Calster, Telenet 26:47

12d ago26:47

26:47

What if your most loyal customers are the ones you helped spend less? Agility in marketing isn't just about moving faster — it's about aligning brand intentions with customer outcomes in real-time, even when that means giving up short-term gains to earn long-term trust. Today we are here at PegaWorld 2025 at the MGM Grand in Las Vegas, and we’re go…

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What Smart Manufacturing Leaders Consider Before Adopting AI - with Tim Burge of Aquant 28:47

12d ago28:47

28:47

Today’s guest is Tim Burge, Director at Aquant. Aquant is an AI platform built for service teams that maintain and repair complex equipment. It gives clear, accurate answers to service questions — from basic fixes to deep diagnostics — so field techs, call centers, managers, and customers can get to solutions faster. Used by top manufacturers like …

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Shaping the Future of Healthcare with AI - with Lyndi Wu of NVIDIA and Will Guyman of Microsoft 39:40

12d ago39:40

39:40

In this episode of the ‘AI in Business’ podcast, Principal Group Product Manager Will Guyman of Microsoft and Senior Director Lyndi Wu of NVIDIA explore how healthcare providers are deploying AI at scale to drive clinical and operational transformation. With host Matthew DeMello, they discuss the combined power of NVIDIA’s GPU acceleration and Micr…

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#689: Building a culture of agility with Eugenie Lamprecht, Reka 19:28

13d ago19:28

19:28

Welcome to this episode, brought to you by Reka, a developer of industry-leading, multimodal, AI models that enable individuals and organizations to deploy generative AI applications. Agility requires an attention to process and a commitment to continuous improvement. It also requires a culture of agility. Today we’re going to talk about talent in …

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The AI Minded Path to Scalable and Responsible Innovation Across the Enterprise - with James Raybould of Turing Intelligence 31:18

13d ago31:18

31:18

Enterprise leaders are no longer asking if they should adopt AI — the question is how to do it effectively. In this episode, Emerj Editorial Director Matthew DeMello speaks with James Raybould, SVP and GM of Turing Intelligence at Turing, about what distinguishes successful enterprise AI deployments from stalled pilots. Turing is one of the world’s…

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#688: Building a Customer Brain and how it benefits customers and the business with Christian Nelissen, National Australia Bank 26:34

14d ago26:34

26:34

Agility at enterprise scale means building systems that not only make millions of micro-decisions, but also keep humans at the center — creating experiences that are timely, relevant, and respectful of the customer. What if your data knew your customers better than your frontline employees — and used that insight to serve, not sell? Today we are he…

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Driving AI in Fraud and AML Compliance for Financial Services - with Nick Lewis of Standard Chartered Bank 20:58

14d ago20:58

20:58

In this second of a two-part series, Nick Lewis, Managing Director for the High Risk Client Unit at Standard Chartered Bank, returns to the AI in Business podcast to unpack the ongoing transformation of anti-financial crime efforts in an increasingly digitized world. In this episode, Nick and Emerj Editorial Director Matthew DeMello examine the per…

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#47: The power of AI in UX research and design with Jason Bowman, The Office of Experience 21:35

15d ago21:35

21:35

How does a B2B brand maintain speed and agility in the area of UX design, where it has often taken a considerable amount of time, effort, and testing to get to a better result? Today we’re going to talk about using AI strategically in UX research, design, and testing. To help me discuss this topic, I’d like to welcome Jason Bowman, Executive Direct…

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UX for AI: Designing intelligent experiences with Greg Nudelman 43:26

15d ago43:26

43:26

Episode web page: https://bit.ly/4kw3gQJ ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- In this episode of Insights Unlocked, we dive into the rapidly evolving intersection of UX design and a…

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Evolving Expectations in Fraud and Risk Response from Dispute to Detection - with Naveen Kumar of Walmart 16:14

15d ago16:14

16:14

Fraud in retail is evolving fast — from return scams to first-party misuse that blurs the line between customer error and criminal intent. In this episode of the ‘AI in Business’ podcast, Naveen Kumar, Director of Financial Crimes at Walmart and former PwC fraud specialist, joins Emerj Editorial Director Matthew DeMello to discuss how AI, automatio…

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#687: Customer Experience Design using Generative AI, with Tara DeZao, Pega 22:34

16d ago22:34

22:34

What if you could test drive your entire customer experience — before even writing a line of code? Agility isn’t just about reacting fast — it’s about thinking ahead, designing deliberately, and testing before committing. In an age where customer expectations shift by the minute, businesses can’t afford to just “build and hope.” Today we are here a…

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Building Better PCB Layouts with AI Driven Optimization - with Alain-Sam Cohen of InstaDeep 23:18

18d ago23:18

23:18

Today’s guest is Alain-Sam Cohen, Head of Product at InstaDeep—an AI firm using reinforcement learning and other advanced techniques to solve complex design and optimization problems across industries. It may not make headlines like generative AI, but for manufacturers and engineers, PCB design remains one of the most time-intensive steps in buildi…

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#686: Autonomous innovation using predictable AI agents with Peter van der Putten, Pega 30:06

19d ago30:06

30:06

What if your agentic AI could innovate autonomously—and still follow your business rules? Agility in the age of AI doesn't just mean speed. It means predictability, accountability, and the ability to innovate autonomously without businesses losing control of what is important, and what their customers value. Today we are here at PegaWorld 2025 at t…

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[S03E10] Behavioral Design Secrets from YouTube, Google, and Duolingo with Katie Dove 32:50

20d ago32:50

32:50

Why don’t users do what they say they’ll do? Why does great UX still fail sometimes? And what do the world’s top companies know about behavior that most of us miss? In this episode, Sani sits down with Katie Dove, behavioral designer at Irrational Labs, to break down the Three B Framework, a powerful behavioral design tool used by teams at Google, …

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Leveraging Data to Scale Drug Development Globally - with Damion Nero of Takeda 29:26

19d ago29:26

29:26

Today’s guest is Damion Nero, Head of Data Science at Takeda Pharmaceuticals. With over 15 years of experience applying AI, machine learning, and real-world data to drug development and precision medicine, Damion joins Emerj Managing Editor Matthew DeMello to explore the evolving role of AI in drug development and supply chain management. He breaks…

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Rethinking Customer Experiences with AI-Driven Conversations - with Alan Ranger of Cognigy 29:05

19d ago29:05

29:05

With customer expectations at an all-time high, even one broken interaction can result in permanent brand damage. In this episode of ‘AI in Business,’ Cognigy Chief Marketing Officer Alan Ranger joins Emerj Editorial Director Matthew DeMello to explore how conversational, generative, and agentic AI are reshaping contact center strategy across telec…

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The Evolving Role of AI in Modernizing Clinical Trials - with Xiong Liu of Novartis 28:29

21d ago28:29

28:29

Today’s guest is Xiong Liu, Director of Data Science and AI at Novartis. Xiong returns to the platform in a special episode brought to you by Medable to explore the evolving role of AI in modernizing clinical trials. Their conversation covers how life sciences teams are leveraging AI to streamline data workflows, accelerate study readiness, and mai…

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Inside Fintech CX: Why Empathy Beats Speed Alone 36:15

21d ago36:15

36:15

Click here to learn more In this episode of Fintech Confidential, host Tedd Huff and guest co-host Jordan Greenberg from LoanPro sit down with Jay King and Aimee Ford of Alorica. Together, they share how banks and fintechs are transforming customer service with scalable operations, AI-powered tools, and real empathy. Jay and Aimee bring decades of …

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#685: Using AI in UX research, design, and testing with Jason Bowman, The Office of Experience 25:54

21d ago25:54

25:54

Agility requires finding ways to stay one step ahead of the competition, as well as in anticipating customers’ needs. So how does a brand maintain this speed and agility in the area of UX design, where it has often taken a considerable amount of time, effort, and testing to get to a better result? Today we’re going to talk about using AI strategica…

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Driving Data Security in Unstructured and Structured Data for Customer Analytics - with Jiaxi Zhu of Google 26:21

22d ago26:21

26:21

Today’s guest is Jiaxi Zhu, Head of Analytics & Insights at Google. Jiaxi joins Emerj Editorial Director Matthew DeMello to explore how enterprises can strengthen data security and governance as customer analytics increasingly relies on both structured and unstructured data. As organizations expand their use of sources like call transcripts, social…

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#46: Better onboarding and operations using AI to augment with Srikrishnan Ganesan, Rocketlane 18:55

22d ago18:55

18:55

Customer onboarding is often where good intentions often end up with less-than-stellar execution. Delays, confusion, and misalignment derail even the most promising new relationships. Why is onboarding still broken in so many organizations, and how is AI finally changing that? Today I’m joined by Srikrishnan Ganesan, Co-Founder and CEO of Rocketlan…

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Imagining the future: Why leaders need more than vision to succeed with Lisa Kay Solomon 46:27

23d ago46:27

46:27

Episode web page: https://bit.ly/4dDbMuyIn this thought-provoking episode of Insights Unlocked, Jason Giles sits down with Lisa Kay Solomon—designer in residence at Stanford’s d.school, bestselling author, and strategic foresight expert—to explore how leaders can better prepare for an uncertain and rapidly evolving future. Lisa shares insights from…

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#684: The founder of Reebok and CEO of Syntilay talk about AI-generated product design 30:23

23d ago30:23

30:23

When consumers can get AI-generated designs completely customized to their needs, what does this mean for the future of brands and the customer experience? I have two guests on my show today: one is the founder of one of the world’s most iconic shoe brands, and the other is the co-creator of the first AI-designed commercial shoe. Today we’re going …

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Laying the Groundwork for Enterprise AI in Banking and Finance - with Chris Tapley of EPAM 42:49

26d ago42:49

42:49

Today’s guest is Chris Tapley, Vice President and Head of Financial Services Consulting for North America at EPAM Systems. EPAM is a global digital engineering company that provides software development and consulting services across industries, including financial services, healthcare, and media. With deep experience guiding AI adoption in regulat…

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#683: Navigating the effect of AI on marketing jobs and the job market with Sue Keith, Landrum Talent Solutions 23:28

26d ago23:28

23:28

My guest today has been keeping us up to date with the current state of hiring for marketers on a quarterly basis, which has taken us on quite a roller coaster ride. Today we’re going to look at how marketing and communication execs are responding to the latest developments in the world while still needing to get their work done. To take a look at …

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What trends are shaping trust and safety programs in 2025? (feat. Peter Ryan and Ljubiša Velikić) 32:24

27d ago32:24

32:24

On this episode, we discuss trust and safety trends — including emerging challenges and opportunities — and how the evolution of technology is shaping CX leaders' priorities in 2025. Fraudulent activity, cyber attacks, data breaches and harmful user-generated content are on the rise. To combat these threats, robust trust and safety programs have be…

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[S03E09] Know Your Customer, Grow Your Brand: Email Marketing Masterclass with Omar Lovert 40:51

27d ago40:51

40:51

What separates email campaigns that convert from those that get ignored? It all comes down to understanding your customers, deeply. In this episode, Sani welcomes back Omar Lovert for a masterclass on customer-centric email marketing. Together, they unpack why AI can’t replace real customer insight, how to use RFM segmentation to identify your most…

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Scaling Drug Manufacturing from Clinical Trials to Commercial Production - with Shreyas Becker of Sanofi 24:25

27d ago24:25

24:25

Today’s guest is Shreyas Becker, Head of AI & Data Products, Manufacturing & Supply at Sanofi. Shreyas joins Emerj Managing Editor Matthew DeMello to discuss the practical application of AI in life sciences, focusing on tools that are already improving supply chain resilience and manufacturing efficiency. He explains how AI helps navigate geopoliti…

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Examining the powerful role music plays in the in-store customer experiencehttps://youtu.be/tWdRZDvGrSA 20:59

28d ago20:59

20:59

Music plays a pivotal role in the retail customer experience as well as retailer's success. As Ola Sars, CEO of Soundtrack Technologies, shares with Judy Mottl, editor of Retail Customer Experience, in this episode of the CX Innovators podcast, music has become a CX strategy that can drive customer loyalty as well as revenue. Sars was a co-founder …

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AI Data Strategies for Life Sciences Agriculture and Materials Science - with Daniel Ferrante of Deloitte 40:04

28d ago40:04

40:04

Today’s guest is Daniel Ferrante, AI Leader in R&D and Data Strategy at Deloitte. Daniel joins Emerj CEO and Head of Research Daniel Faggella on today’s show to delve into the intersection of AI, data strategy, and research and development across industries such as agriculture, life sciences, and materials science. Ferrante breaks down the core cha…

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Unlocking Operational Efficiency with AI in Accounting Departments - with Greg Cucino of RoundTable 24:17

28d ago24:17

24:17

Today’s guest is Greg Cucino, Managing Director at RoundTable Strategy Advisors. RoundTable is a leading firm specializing in CFO and NetSuite services that help businesses boost financial management and operational efficiency. Greg joins Emerj Editorial Director Matthew DeMello on the podcast to share his perspective on how AI is redefining the CF…

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#682: Consequential AI and customer loyalty with Raj De Datta, CEO of Bloomreach 25:26

28d ago25:26

25:26

If brand loyalty is so critical, why does it feel like most companies are treating it like an afterthought by propping it up with outdated programs and hoping customers won’t notice? Agility requires a complete rethinking of how we approach customer loyalty — not as an afterthought at the end of the funnel, but as a core driver of long-term brand v…

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#45: REPLAY: Thriving amidst transformation, with Steve Blum, Autodesk 29:45

29d ago29:45

29:45

We aired this episode a little while ago, but thought it had some amazing insights we thought were worth sharing again. Today we’re going to talk about building a change maker culture and how you can help your teams to thrive among change, instead of being disrupted by it. To help me discuss this topic, I’d like to welcome Steve Blum, Chief Operati…

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How AI is Reshaping Commercial Insurance and Risk Assessment - with Sidharth Ojha of AXA XL 26:39

29d ago26:39

26:39

Today’s guest is Sidharth Ojha, Head of Process Optimization in Data and AI at AXA XL, a global commercial insurance and reinsurance company and subsidiary of AXA. Sidharth joins Emerj Managing Editor Matthew DeMello to discuss how AI is being applied across commercial insurance workflows with real, measurable impact. He explains how machine learni…

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How Integrated Systems Are Reshaping Global Risk Oversight - with Kandie Ibaka of Citi 17:16

30d ago17:16

17:16

As the financial industry moves deeper into the generative AI era, compliance teams are navigating the tension between modernization and risk oversight. In this episode, Kandie Ibaka, Vice President and Sanctions Control Officer at Citi, returns to the ‘AI in Business’ podcast to discuss the real-world challenges of balancing legacy tech stacks wit…