Today’s guest is Faithe Toomy, Director of Voice of the Customer and Insights at Insulet. Insulet is a medical device company specializing in wearable drug delivery systems for diabetes care, combining engineering, clinical research, and digital health capabilities to develop automated therapeutic solutions. Faithe joins Emerj Editorial Director Matthew DeMello to discuss how data and AI are transforming call center operations while maintaining compliance and customer trust. Faithe also shares practical strategies for training agents, leveraging conversational analytics, and implementing AI tools that enhance workflow efficiency, improve first-contact resolution, and support a more confident, human-centered customer experience. Want to share your AI adoption story with executive peers? Click emerj.com/expert2 for more information and to be a potential future guest on the ‘AI in Business’ podcast!