The Tech Blog Writer Podcast

AI adoption in the tech sector has reached a tipping point, and the latest EY Technology Pulse poll offers a fascinating look at just how quickly things are moving. In this episode, I'm joined by Ken Englund, Partner at EY, to unpack the survey's findings and what they reveal about the next two years of AI in enterprise. Conducted with 500 senior tech executives from companies with more than 5,000 employees, the poll focuses on AI agents, autonomous deployments, and the shifting priorities that are shaping investment strategies. Ken shares why half of the respondents expect more than 50% of their AI deployments to be fully autonomous within 24 months, and why optimism around AI's potential remains high. He also explains a notable shift away from last year's heavy focus on large language models toward applied AI and agentic systems designed to handle real-world business workflows. While 92% of tech leaders plan to increase AI spending in 2026, the investment isn't solely about technology—it's about competitiveness, customer experience, and strategic alignment. One of the more surprising takeaways is the human side of the equation. Despite headlines predicting widespread job losses, only 9% of respondents anticipate layoffs in the next six months, down from 20% last year. Instead, companies are balancing upskilling existing staff with bringing in new AI talent, with roles emerging in areas like MLOps, AI product management, and forward-deployed engineering. Ken and I also dive into the growing weight of governance, data privacy, and security. With autonomous agents becoming more embedded in core operations, boards, CFOs, and audit teams are taking a closer look at trust frameworks without wanting to slow innovation. The conversation highlights a critical inflection point: most companies are still in the “automating existing workflows” phase, but the real breakthroughs will come when AI enables entirely new business models. This episode is a snapshot of a sector in rapid evolution—where enthusiasm is tempered by lessons learned, and where the road from pilot to production is still full of challenges. You can read the full EY Technology Pulse poll here.

In this episode of Tech Talks Daily, I speak with Steve Corbesero, Jr., Senior Director of Products and Solutions at MachineQ, a Comcast Company, about the findings from their new Lab of the Future survey. Conducted with Censuswide, the study gathered insights from more than 400 U.S.-based lab professionals, revealing both the opportunities and persistent pain points shaping modern laboratory operations. Steve unpacks why nearly 60% of labs still face unplanned downtime from equipment failures, missed calibration schedules, and asset location issues. We discuss how manual monitoring remains the norm for over half of labs surveyed, and why 14% have no monitoring system in place at all. Despite these challenges, there's a clear appetite for change, with 85% planning to adopt IoT solutions and 87% intending to integrate AI and machine learning into their workflows over the next two years. Our conversation explores the operational impact of disconnected systems, the risks of relying on spreadsheets, and the role of real-time monitoring in preventing costly disruptions. Steve shares practical examples of how IoT and AI are already helping labs shift from reactive to proactive management, from anomaly detection that reduces alert fatigue to intelligent data summaries that give lab managers actionable insights without hours of manual analysis. We also talk about the barriers holding some labs back from adoption, including pilot purgatory, budget constraints, and integration challenges. Steve offers his perspective on how future-ready labs will differentiate themselves—by embracing connected infrastructure, unifying data, and embedding AI into both scientific and operational workflows. If you want to understand what's really happening inside modern labs, and how emerging technology can transform efficiency, productivity, and innovation, this episode offers a clear, data-backed view of the road ahead.

Electric vehicles promise a cleaner future, but battery performance remains one of the biggest bottlenecks. In this episode, Tim Holme, co-founder and CTO of QuantumScape, takes us inside the company's mission to build a new generation of solid-state lithium-metal batteries that could change the game for EVs and beyond. Tim explains why the industry has been stuck with incremental improvements to lithium-ion for decades and why replacing the graphite anode with lithium metal could unlock longer range, under-15-minute charging, and improved safety. He shares how QuantumScape's ceramic separator prevents the dendrite formation that has held back lithium-metal designs, and why this innovation can make batteries both more energy-dense and safer, even under extreme conditions. We also discuss the company's recent “COBRA” manufacturing breakthrough, which has increased separator production speed by roughly 200 times. This leap is key to scaling production for automotive partners like Volkswagen's PowerCo and Murata. Tim outlines how QuantumScape is approaching commercialization through a capital-light licensing model, avoiding the pitfalls that have caused other U.S. battery innovations to be commercialized overseas. Beyond electric vehicles, Tim sees untapped potential for solid-state batteries in grid-scale storage and at EV charging stations, where they could buffer demand and reduce grid strain. He also reflects on the global battery race, why careful partner selection is essential for protecting IP, and how the U.S. can maintain leadership in next-generation energy storage. Whether you are interested in battery chemistry, clean tech innovation, or the business of scaling breakthrough hardware, Tim offers a rare look at the science, strategy, and partnerships shaping the future of energy storage.

Tax season scams are nothing new, but David Maimon is tracking a worrying evolution. As head of Fraud Insights at SentiLink and a professor of fraud intelligence at Georgia State University, David has been studying how organised crime groups are now blending stolen identities with generative AI and deepfake technology to outpace traditional security measures. In this conversation, he explains how identities from some of the least likely victims, including death row inmates, are being exploited to open neobank accounts, set up fake businesses, and run sophisticated bust-out schemes with a low risk of detection. David breaks down how these operations work, from creating synthetic identities using stolen Social Security numbers to manufacturing convincing documents and faces that can pass liveness checks. He reveals the telltale signs his team uncovered, such as shared physical addresses, legacy email domains, and consistent digital fingerprints that point to coordinated fraud rings. With tools like DeepFaceLive, Avatarify, and cloned voices now being deployed to bypass authentication, he warns that the gap between criminal innovation and institutional defences can be as wide as 7 to 12 months. We also explore why financial institutions struggle to detect these scams early, and why layered verification, combining real-time checks with historical identity analysis, is essential. David shares the threats on the horizon, from increasingly realistic AI-generated images to voice cloning attacks, and stresses the need for both technological solutions and public awareness to slow the momentum of these schemes. Whether you work in banking, cybersecurity, or simply want to protect your own identity, this episode offers a rare look inside the tactics, tools, and vulnerabilities shaping the next wave of financial fraud. And yes, there is still time at the end for a great book recommendation and a classic Tom Petty track.

In this episode of Tech Talks Daily, I speak with Annelise Osborne, Chief Business Officer at Kadena, former Wall Street executive, and author of From Hoodies to Suits: Innovating Digital Assets for Traditional Finance. Annelise brings more than two decades of leadership experience in finance, real estate, and digital assets, and she has spent her career bridging the worlds of institutional finance and emerging blockchain technology. Our conversation begins with her personal journey from commercial mortgage-backed securities to the frontlines of blockchain innovation. She shares how a regulatory task force invitation led her to deep-dive into ICOs back in 2017, sparking her fascination with the potential of blockchain to modernize financial markets. That curiosity eventually became a career shift, culminating in her work at Propellr, ARCA Labs, and now Kadena. We explore the key themes of her book, which seeks to break down the language barriers between “hoodies” (tech innovators) and “suits” (traditional finance professionals). Annelise makes the case for clear regulation, continuous education, and interoperability as the three essential pillars for mainstream blockchain adoption. She's candid about the misconceptions that persist in traditional finance and explains why payment solutions, tokenization, and back-office efficiencies are the practical entry points for institutions. Annelise also gives a behind-the-scenes look at Kadena's blockchain infrastructure, from its proof-of-work security model and low gas fees to its plans for EVM compatibility and Web2-like user experiences. She highlights real-world use cases in sports fan engagement, product lifecycle tracking, and on-chain lending, illustrating how DeFi and TradFi can merge under regulated frameworks. Throughout the discussion, one theme is constant: the importance of finding the right partners, speaking each other's language, and staying curious in a fast-changing industry. Whether you're a finance professional, a blockchain developer, or simply interested in where digital assets are headed, Annelise's insights offer a grounded yet forward-looking perspective on the future of finance.

In this episode of Tech Talks Daily, I chat with Andy Wilson, Senior Director at Dropbox, to explore how AI is quietly but fundamentally changing how we work. Andy offers a deep dive into Dropbox Dash, an AI-powered search and knowledge management tool designed to cut through digital noise and reclaim the one thing most professionals are running out of: time. We unpack how Dash is solving the growing problem of content sprawl by integrating with over 60 SaaS platforms, offering AI-driven answers instead of just links. Andy describes it best: the internet lets you search all of human knowledge, but good luck finding that one deck from last quarter in your company's Google Drive. Dash aims to fix that. And it's already doing so for teams like McLaren F1, who use the platform to coordinate high-stakes race weekends with precision and security. We also discuss how Dropbox is adopting AI internally, from the acquisition of Reclaim.ai to enhancing virtual-first collaboration with intelligent scheduling and governance tools. For Dropbox, AI isn't a novelty. It's becoming the backbone of how distributed teams work better together. Andy likens it to having a personalized chief of staff, helping you prioritize, organize, and even remind you when to take a break. Our conversation also touches on Andy's creative roots at the BBC and Aardman, and how those experiences shaped his product thinking today. He shares real examples of how Dropbox supports content creators and knowledge workers alike, including feedback tools like Dropbox Replay and user-generated storytelling workflows powered by simple file request features. If you're wrestling with digital overload, managing hybrid teams, or just wondering how AI can actually help without taking over, this episode is for you. Andy paints a grounded, human picture of the future of work, one where AI supports creativity and restores clarity, not chaos.

Customer service used to be seen as a cost center. Something to manage, streamline, and, if possible, outsource or automate. But what happens when AI shifts that narrative entirely? In this episode of Tech Talks Daily, I sat down with Ryan Peterson, Chief Product Officer at Concentrix, to unpack how customer service is being reimagined as a revenue-driving engine. With 430,000 advisors handling millions of calls for brands across every major industry, Concentrix isn't theorizing about the future. They're building it. Ryan shares how blending human empathy with AI efficiency is creating faster resolutions, stronger loyalty, and in some cases, serious bottom-line results. One example saw upsell revenue rise from $500,000 to $1.6 million per month simply by supporting human agents with smart, context-aware AI assistants. We also talk about the evolution of the agent's role. Far from replacing jobs, AI is creating a new class of specialists called agent engineers. These are people responsible for maintaining, optimizing, and guiding AI systems that now work alongside human teams. This shift is opening doors for deeper personalization, real-time translation, and richer customer engagement across channels and geographies. Ryan also gives us a behind-the-scenes look at Concentrix's award-winning IX...Low Platform, which was recently named Intelligent Personal Assistant of the Year. Supporting over 7,000 AI agents and offering robust security and integration capabilities, the platform is designed for scale and resilience. It's not just handling simple FAQs. From legal contract analysis to proactive service interventions, these AI agents are transforming how enterprise support works. We close with a forward-looking conversation about hyper-personalization, ethical AI integration, and the long-term role of trust in CX strategy. Ryan's optimism is clear, but it's grounded in metrics, use cases, and a deep understanding of what businesses actually need to deliver meaningful customer experiences. If you're curious about what customer service looks like when AI and humans collaborate effectively, or what it takes to move from handling complaints to driving conversion, this is the conversation you'll want to hear.

If you've ever used IntelliJ IDEA, PyCharm, or Rider, you've probably already felt the impact of JetBrains. But what happens when one of the world's most trusted software development toolmakers starts asking whether developers should completely rethink their identity? In this episode of Tech Talks Daily, I caught up with Kirill Skrygan, the CEO of JetBrains. Kirill's story is something many developers will admire. He joined JetBrains as a junior developer back in 2010 and steadily worked his way through the ranks. Along the way, he helped launch new products, led remote development during the pandemic, and is now steering the company into the AI era. This isn't just about adding AI features to tools. Kirill is challenging long-held assumptions about what it means to be a software engineer. He believes we're entering a new chapter where non-technical creators will build their own tools, and where proactive AI agents will help maintain and even update code automatically. It's a bold vision, but one grounded in practical experience and responsibility. JetBrains is used by over 11 million developers, including 88 of the Fortune Global Top 100, so the stakes are high. We explored how AI is lowering the barrier to software creation, what that means for traditional developers, and why Kirill believes the shift won't devalue their skills but rather evolve them. He shared insights into JetBrains' own AI agent, Junie, which is already being used in production environments. He also talked about Kineta, their no-code platform designed for a new generation of creators, including those who want to build apps without a computer science background. There's also an honest discussion around the friction points of this new wave, especially when non-engineers build tools that later need to be secured and maintained. Kirill didn't shy away from the complexity of that challenge, but he's optimistic that the industry can solve it. Toward the end of the conversation, we reflected on JetBrains' role as an independent company that doesn't chase hype or rely on VC funding. That independence gives them the freedom to build what developers actually need, rather than what might look good on a press release. This episode is a thoughtful look at the future of software development, leadership from inside the codebase, and the evolving relationship between humans and AI in one of tech's most foundational professions. If you're a developer, CTO, product manager, or simply curious about how AI is changing the craft of coding, this one's worth your time.

In this episode of Tech Talks Daily, I caught up with Raj Samani, Chief Scientist at Rapid7, to unpack the rapidly evolving world of ransomware. Raj has been on the front lines of cybercrime response for years and has seen firsthand how these attacks have professionalized. Gone are the days of casual ransomware notes asking for a few hundred dollars. Today, these groups operate like fully formed businesses with help desks, R&D teams, and carefully designed extortion models. We talked about how ransomware has become a reputational risk issue more than just a technical one. Raj shared that CEOs are often more concerned about data being exfiltrated and leaked to the press than they are about systems being locked down. It's no longer just about recovering files. It's about trust, public perception, and the long tail of brand damage. One of the most revealing parts of our discussion was how these attacks typically unfold. Raj walked me through real-world scenarios where criminals have remained inside networks for months, even years, before launching their final payload. He also described how careful planning, coordinated strike days, and threat intelligence can disrupt an attacker's kill chain before irreversible damage is done. We explored the uncomfortable truth that many organizations still fall victim to basic attacks because of poor cyber hygiene. While the threat landscape is becoming more sophisticated with the use of zero-day vulnerabilities and social engineering, many breaches still happen through exposed RDP ports or convincing phishing attempts. Raj also offered candid insights into the ethics and complexities of ransomware negotiations, why outright banning payments may backfire, and what companies should do in the first few hours after discovering they've been hit. He made it clear that cybersecurity is no longer just an IT issue. It affects everything from supply chains to public services and daily life. Is your organization prepared for the moment when ransomware moves from IT's concern to the boardroom's crisis?

n this episode of Tech Talks Daily, I'm joined by Mohib Yousufani, a senior partner at PwC who leads growth, turnaround, and digital transformation initiatives for Fortune 500 companies. Mohib brings a sharp focus on value creation, helping business leaders move beyond technology hype to deliver measurable outcomes through thoughtful digital strategies. Our conversation begins with a hard truth: many companies are confusing technology adoption with business outcomes. Mohib shares how organizations often rush to embrace the latest AI trends or automation tools without first identifying the core problems they need to solve. That misalignment, he explains, is why many digital transformation efforts stall or fail to scale beyond pilot mode. Mohib breaks down PwC's approach to digital transformation, which begins by translating enterprise ambition into actionable plans. We explore how aligning business unit goals, operating models, and leadership behavior is critical to successful implementation. He also offers a candid view of why so many projects suffer from process debt and legacy friction, often ignoring the people and culture dynamics that are central to lasting change. One of the most powerful parts of our discussion centers on how to evaluate ROI. Instead of focusing solely on cost savings, Mohib suggests expanding the lens to include revenue growth, time to market, risk mitigation, and strategic agility. He shares a compelling success story involving a CPG company that used AI and data science to optimize trade promotions and pricing, resulting in a three percent revenue lift and two percent margin expansion. We also talk about leadership's role in setting the tone. Culture, Mohib emphasizes, acts as a multiplier. Without executive alignment and clear behavioral modeling, even the most sophisticated tools won't deliver the promised value. If your organization is rethinking digital strategy, this episode is packed with insights to help you move from experimentation to real business impact. Are you building digital solutions that scale beyond buzzwords?

In this episode of Tech Talks Daily, I sat down with Fred Helou, founder and CEO of Vagaro, a platform reshaping how service-based businesses in the beauty, wellness, and fitness sectors operate in a digital world. What began as an idea sparked by a frustrating haircut booking experience during a business trip to Korea has evolved into a platform used by over 250,000 professionals worldwide. Fred walked me through his journey from developing the concept in 1999 to officially launching Vagaro in 2009 after being laid off during the financial crisis. Along the way, he navigated shifting technology trends, from desktop tools to mobile apps and now artificial intelligence. At its core, Vagaro has always aimed to be a digital assistant for its users, allowing solopreneurs and large enterprises alike to focus on their craft while automation handles the rest. Our conversation explored how AI is quietly transforming the day-to-day operations of small businesses. From writing emails and responding to reviews to answering customer chats and booking appointments in real time, Vagaro's AI tools are making it easier for service providers to grow without hiring additional staff. Fred outlined a future where professionals simply set goals for their schedule and let AI optimize bookings, promotions, and customer engagement around the clock. What stood out was Fred's commitment to enhancing—not replacing—the human experience. He spoke candidly about the irreplaceable role of the hairdresser or personal trainer and why no one wants scissors near their neck managed by a robot. Instead, the platform empowers professionals with enterprise-grade tools once out of reach for smaller operators. Fred also shared how his experience growing up during the Lebanese Civil War shaped his resilience as a founder. That perspective has influenced Vagaro's long-term approach to product development, culture, and navigating uncertainty. As AI evolves from assistance to autonomy, how is your business preparing to scale without losing the human touch that sets it apart?

In today's episode of Tech Talks Daily, I sat down with Andy Bell, Head of Data Product Management at Precisely, to explore a challenge that many organizations continue to underestimate: the role of data integrity in AI strategies. With only 12 percent of businesses expressing confidence in the quality of their AI data, it's clear that the rush to implement AI is often outpacing the readiness of the data that supports it. Andy and I unpack what happens when enterprises leap into generative or agentic AI without addressing foundational data issues. From hallucinations to bias to unreliable outputs, the risks are significant. As we discussed, these risks don't just impact models — they erode trust with customers and complicate accountability, especially in regulated industries where traceability is non-negotiable. We then explored the power of third-party data enrichment and how it can offer much-needed context that internal datasets often lack. Andy shared real-world examples, including how a major delivery company saved 65 million dollars by optimizing address accuracy and how San Bernardino County used Precisely's wildfire risk models to improve emergency planning. These aren't abstract use cases — they show measurable business value. Andy also introduced the Precisely Data Link program, a solution designed to make it easier to connect, manage, and query multiple third-party datasets. With persistent IDs and flexible delivery methods through APIs, managed services, and platforms like Snowflake and Databricks, Precisely is helping organizations speed up time to value while reducing integration headaches. Looking ahead, Andy shared how Precisely is building AI capabilities that allow users to query third-party data using natural language. This shift aims to make complex data interactions more intuitive and accessible to business users who may not be data engineers. If data is the fuel for AI, then the quality and context of that data will define the road ahead. Is your organization doing enough to ensure its data can be trusted by the AI it deploys?

In this episode of Tech Talks Daily, I sat down with Joseph Landes, co-founder and Chief Revenue Officer at Nerdio, to explore how one conversation at a Microsoft conference led to a billion-dollar cloud automation company. From his 23-year career at Microsoft to building a fully remote team now supporting over five million users, Joseph's story blends strategic risk-taking with deep industry insight. We unpacked how Nerdio grew from a startup idea in 2018 to a company that just secured 500 million dollars in Series C funding. Joseph walked me through the early days of building the business alongside co-founder Vadim Vladimirsky and how they focused on simplifying Microsoft Azure for IT professionals and MSPs. Their goal was clear: make cloud management easier, faster, and more cost-effective through automation and policy-driven governance. But this episode wasn't just about cloud optimization. We also dug into Nerdio's fully remote culture and the intentional design behind it. Joseph shared how initiatives like appointing city mayors, launching the Nerdio Break Room, and hosting an annual global kickoff have helped maintain a strong sense of community and accountability across 350 remote employees. We also discussed why Nerdio does not compete with Microsoft. It enhances and extends Microsoft's products, helping customers navigate Azure complexity while staying aligned with Microsoft's fast-changing roadmap. This customer-centric strategy, coupled with deep product knowledge and agility, has been key to Nerdio's ability to scale without losing focus. Looking ahead, Joseph shared his perspective on why AI and continuous cost optimization will shape the future of enterprise IT. He made a strong case for simplifying IT operations, empowering professionals, and turning savings into reinvestment opportunities. In an era of complexity and noise, Nerdio's growth story is a reminder of what can happen when you combine deep platform expertise with a culture that truly listens. How is your organization turning cloud complexity into an advantage rather than a barrier?

The training room is changing, and it's not going back. In this episode, I sat down with Phil Friedman, the founder and CEO of CGS Inc., to explore how AI, avatars, and immersive simulations are rewriting the playbook on workplace training. With over four decades at the helm of CGS—a company he built from scratch after immigrating to the US—Phil brings a perspective shaped by both technological evolution and global business experience. The heart of our conversation centered on Cicero, CGS's AI-driven platform that blends artificial intelligence with extended reality to create dynamic, real-time role-play simulations. Far from just another e-learning tool, Cicero tackles one of the biggest blind spots in workforce development today: soft skills. From objection handling in medical device sales to flight attendant training and fast-food onboarding, the platform is being used to scale training faster, cheaper, and more effectively than traditional classroom or online methods ever could. What really stood out was how Phil views this as a moment of acceleration rather than disruption. AI isn't here to replace human trainers or eliminate roles; it's a tool that can deepen learning and speed up how people acquire both interpersonal and job-specific skills. In a world where young workers are more comfortable with gaming engines than whiteboards, the immersive, responsive nature of AI-powered simulations offers a natural fit. Phil shared compelling stories from industries like healthcare, aviation, and fast food, where training time has been slashed from months to days. But more than the metrics, it's the idea that training can now adapt in real time, simulate unpredictable human behavior, and offer meaningful feedback immediately that points to where we're headed next. As AI and XR technologies converge, what will it mean when every employee can have a personalized, just-in-time coach at their fingertips?

When we think about gene editing, the conversation often feels trapped between scientific journals and ethical debates too complex for public forums. In this episode, I spoke with Neal Baer, a rare voice who bridges both worlds. Known to many as an award-winning television showrunner for series like ER, Law & Order SVU, and Designated Survivor, Neal is also a Harvard-trained physician and co-director of the Media, Medicine, and Health program at Harvard Medical School. His latest project brings all of that experience together in a new collection of essays that explores the promise and peril of CRISPR gene-editing technology. Neal takes us on a journey that begins with his time as a medical resident treating a young sickle cell patient, and leads to a much broader conversation about science, ethics, and storytelling. We discuss how CRISPR is already being used to cure diseases like sickle cell, and how companies are now exploring gene edits that promise permanent reductions in cholesterol. But the real power of this discussion is not just in what CRISPR can do, but in what we still don't fully understand about its long-term impact. The conversation moves into difficult territory—unintended mutations, germline editing, the risk of pathologizing human diversity, and the slippery slope of “enhancement” where only those with access can benefit. Neal raises critical questions about the social cost of deciding which conditions should be “fixed” and who gets to make that call. We also dive into the lack of political and regulatory oversight, and why a global framework, not just scientific advancement, is urgently needed. This episode offers a powerful reminder that the future of CRISPR shouldn't be left solely to researchers or startups. It demands wide engagement, from classrooms to policymaking, and inclusive voices that challenge how we define progress. How should we decide what counts as improvement when the very definition of being human is at stake?

In this episode of Tech Talks Daily, I welcomed back Sumit Johar, CIO at BlackLine, for a timely conversation about how AI is transforming finance operations from the inside out. When we last spoke earlier this year, AI was still in the early stages of enterprise experimentation. Just a few months later, everything has shifted. Sumit shared how AI has moved well beyond pilot programs and into a space where business leaders themselves are actively requesting implementations. What stood out in our conversation was how this change has reshaped the relationship between CIOs and CFOs. The skepticism is fading, and a stronger sense of collaboration is emerging as both sides work together to drive transformation, align strategies, and reimagine outcomes. We explored the growing need for CIOs to be “multilingual”—not in the linguistic sense, but in their ability to navigate both technology and business. It's no longer enough to speak in code or technical jargon. CIOs must understand finance workflows, end-to-end processes, and the operational pressures CFOs face every day. This alignment is critical when evaluating how and where to deploy AI. Sumit also unpacked some of the core challenges around AI integration, including data quality, long-term sustainability, security, and ethical use. Unlike previous SaaS waves, AI adoption carries more complex risk vectors. Demos might impress, but real-world deployments demand rigorous controls, responsible governance, and the right culture. The conversation covered the ongoing build versus buy dilemma, why it's context-specific, and how BlackLine approaches those decisions with long-term scalability in mind. Sumit also shared how internal councils and cross-functional collaboration have helped guide AI strategy across the organization. If you're leading digital transformation or building the next phase of AI integration in your finance or IT teams, this episode offers clear, experience-driven insights. What's your organization doing to prepare for AI not as a concept, but as a day-to-day operational reality?

In this episode of Tech Talks Daily, I sat down with Boris Bialek, VP and Field CTO at MongoDB, for a conversation that moved well beyond databases. As AI continues to accelerate across sectors, MongoDB is positioning itself at the intersection of modern data architecture and intelligent application development. Boris shared how his team is simplifying AI adoption for enterprises, with a clear focus on real-world outcomes, developer productivity, and global inclusion. We began by exploring MongoDB's recent acquisition of Voyage AI. This move extends MongoDB's native capabilities into vector search, embeddings, and re-rankers, allowing developers to build AI-powered applications more efficiently. Boris explained how MongoDB is removing the complexity from AI integration by providing a unified API, collapsing what used to be 18 disconnected tools into a streamlined developer experience. But the discussion wasn't just about technology. Boris brought a passionate focus to the issue of financial inclusion. We talked about how AI can enable alternative credit scoring for the 27 percent of adults globally who remain unbanked. By analyzing behavioral signals such as mobile payment histories or utility data, AI can help unlock microcredit opportunities for individuals and small businesses in underserved regions. Boris shared use cases from PicPay in Brazil, M-Pesa in Africa, and Proxtera in Singapore, each demonstrating how AI and MongoDB are enabling new forms of digital trust. We also tackled the organizational and technical hurdles to enterprise AI adoption. From fears about hallucinations to managing constant model updates, Boris described how MongoDB is building systems that prioritize transparency, auditability, and scale. With its document model and integrated tooling, MongoDB offers a stable foundation for companies navigating fast-moving AI transformations. For developers, the platform now includes learnmongodb.com and quick-skill badges designed to make AI approachable and hands-on. And with the upcoming release of Boris's new book, there's more to come on how businesses can move from pilot experiments to production-grade solutions. How is your organization rethinking its data strategy to make AI work at scale?

When we think about innovation in technology, power grids rarely enter the spotlight. Yet, they are the foundation for everything from artificial intelligence to electric vehicles and data centers. In this episode, I spoke with Adrian Guggisberg, President of the Smart Power Division at ABB, to unpack the evolving role of electrical power distribution in a world shifting rapidly toward digital infrastructure and clean energy. Adrian joined me from Zurich to share how ABB is helping grid operators navigate an increasingly complex landscape. With rising pressure from extreme weather, surging energy demand, and growing decentralization of power sources, the traditional grid model is being challenged on multiple fronts. We explored recent high-profile outages like the Heathrow disruption and the cascading blackouts in Spain and Portugal, and what these incidents reveal about systemic vulnerabilities. What stood out was Adrian's clear message that resilience is no longer optional. He walked me through how switchgear plays a vital role in controlling flow, isolating faults, and restoring power with precision. Rather than waiting for outages to happen, ABB is championing a smarter, decentralized approach that supports microgrids and localized decision-making. The transition to intelligent infrastructure requires investment, digital tools, and collaboration across public and private sectors. We also discussed the cultural and political shift required to truly modernize the grid. Adrian pointed out that while grid operators understand the urgency, public awareness and policymaker support will be key to driving progress. His optimism came through clearly, especially when he talked about ABB's purpose in powering a more sustainable future. If energy is the backbone of society, then conversations like this are the starting point for building something stronger. What would a smarter grid mean for the communities and industries you serve?  

In a digital-first world where cybersecurity often dominates headlines, the conversation around physical security can sometimes feel like an afterthought. But what if technology could bring a new level of intelligence, proactivity, and efficiency to protecting real-world environments? In this episode, I sat down with Ryan Porter, co-founder and CEO of LVT, to learn how his team is reshaping physical security through innovation rooted in both technology and field experience. What began in Ryan's garage as a way to monitor construction projects through live video has evolved into a powerful enterprise platform used by 30 of the Fortune 50. LVT provides mobile security units equipped with cameras, lights, solar power, and edge-based AI capabilities that don't just observe but actively deter criminal behavior. From parking lots to retail environments, and even the Super Bowl, LVT's presence is being felt wherever safety is at risk. Our conversation uncovered how LVT's approach differs from traditional reactive security models. Rather than reviewing footage after incidents happen, LVT creates controlled environments designed to prevent events before they occur. This shift toward deterrence, combined with a visible and multi-sensory presence, is producing measurable results. In cities like Paducah and Opelika, LVT's Access Task Force program contributed to a ten percent reduction in citywide crime. We also explored how the company overcomes the challenges of deploying AI in environments with limited power and bandwidth. By running intelligent models on edge devices, LVT delivers real-time insights in places that lack the infrastructure for heavy cloud computing. The result is a system that delivers value instantly, improves business intelligence, and enhances community safety. This is not just about technology for its own sake. It is about building systems that serve people, keep environments secure, and foster collaboration between businesses, law enforcement, and local communities. How are you using technology to create safer, smarter spaces in the real world?

In today's episode of Tech Talks Daily, I connected with Brittany Christenson, CEO of AidKit, to explore how cutting-edge technology is being used not to disrupt markets or chase margins, but to deliver real, measurable social impact. AidKit is a public benefit corporation building infrastructure that helps vulnerable communities access aid quickly, securely, and with dignity. While many tech conversations orbit around scale and efficiency, Brittany brings a different kind of energy, one grounded in values, user empathy, and purpose-built innovation. She shared how AidKit's journey began as a nonprofit initiative during the pandemic, evolved into a for-profit startup to attract engineering talent, and most recently achieved B Corp certification, reinforcing its long-term commitment to balancing people, planet, and profit. We discussed what dignity and equity look like in real-world software experiences, and how user-centric design can transform burdensome forms and gatekeeping processes into streamlined, accessible interfaces that actually work for people in need. Aidkit doesn't stop at technology. Their model also includes multilingual support, advisory councils made up of program beneficiaries, and robust fraud prevention tools that protect both funds and privacy. One of the standout takeaways was how Brittany views trust and transparency as core features, not afterthoughts. Governments rely on Aidkit to deliver programs with high stakes and public scrutiny, and that trust is earned through a combination of technical competence, clear communication, and reliable systems. AidKit is already supporting over 200 agencies and nonprofits, has processed more than half a million applications, and recently surpassed 330 million dollars in aid disbursements, including nine million dollars in a single week. This conversation is not just about scaling a social impact startup. It is about leading with conviction, refusing to compromise mission for growth, and using the best of what technology offers to serve communities with care. How can your tech strategy support social outcomes without losing sight of the people it's built for?

When we talk about the future of enterprise software, AI is front and center. But behind the buzzwords, real transformation is happening in how businesses plan, execute, and deliver professional services. In this episode, I sat down with Raju Malhotra, Chief Product and Technology Officer at Certinia, to explore how AI is shifting from theory to practice in high-scale environments. Certinia, a native ISV on Salesforce, is helping global tech and service firms like Cisco, Siemens, and PwC automate their services operations. With over two million users and six million active projects, the platform isn't just adding AI for the sake of it. It's embedding it directly into workflows to solve tangible business challenges. Raju shares a clear framework for understanding how different types of AI are being implemented. Predictive AI is already deeply integrated into enterprise processes. Generative AI is gaining traction for simplifying content and communication. Agentic AI, the most recent frontier, enables digital agents to complete complex tasks independently within enterprise guardrails. What stood out in our conversation was the emphasis on outcomes over features. Raju makes a compelling case for starting every technology decision by understanding the customer's goals. Certinia's approach avoids chasing trends for the sake of headlines. Instead, the focus is on delivering results like improved margins, higher resource utilization, and smarter project delivery. We also discussed Certinia's early adoption of Salesforce's Agent Force and how their team works closely with Salesforce engineering to align on AI strategy. Rebranding their ERP Cloud to Financial Management Cloud was another move that reflects their sharper focus on services-centric financials, rather than trying to be everything to everyone. There's a clear message in this conversation. Innovation in AI must be matched with investment in performance, latency, scale, and user experience. For any tech leader navigating the AI landscape, Raju's insights provide a grounded, real-world guide. How are you aligning your AI investments with measurable business outcomes?

In this episode of Tech Talks Daily, I had the opportunity to sit down with Amanda Hamilton, patron and director at the National Association of Licensed Paralegals (NALP). While many of our discussions often focus on cutting-edge technology and digital transformation, today's conversation tackled a very different kind of disruption, one happening quietly in the legal industry. The legal landscape in the UK has shifted dramatically over the last decade, particularly following the 2013 legal aid cuts. This policy change left many without affordable access to legal representation. Amanda walks us through how the paralegal profession stepped in to fill that gap, providing legal support at lower costs while still maintaining high standards of professionalism and care. What stood out was how NALP functions as a voluntary regulatory body, offering credibility and structure to a sector that otherwise lacks statutory regulation. We also explore how AI and digital tools are reshaping legal work. Amanda offers a grounded view on where technology helps and where it still cannot replace human expertise. From virtual hearings during the pandemic to the efficiency gains through email and digital collaboration, the legal profession is gradually adapting. Amanda stresses the importance of using technology thoughtfully, especially in situations where personal judgment and contextual understanding are critical. Another important theme was transparency and trust. The National Paralegal Register is a public tool that allows individuals and employers to verify the qualifications and membership levels of licensed paralegals. Amanda believes this kind of openness is vital to building awareness and confidence in the services paralegals can offer. So, whether you're exploring legal tech, building new professional services, or facing legal challenges yourself, this conversation sheds light on the growing role of paralegals in today's evolving legal system. How is your industry approaching transparency, training, and the impact of emerging technologies?

What if the average UK tech worker could reclaim almost an entire workday each week without extra hours simply by harnessing AI tools like ChatGPT and robotic process automation more effectively? In this episode, I sit down with Oliver Latham from Pearson's Enterprise Learning and Skills division, to unpack research revealing how intelligent automation frees tech professionals from repetitive tasks and opens space for creative strategic collaboration. Instead of fuelling fears of mass job losses, the data reveals a more optimistic human‑centred view of how AI will reshape roles, reshuffling responsibilities rather than replacing people. Oliver and I discuss which tasks are most ripe for automation, for example code refactoring to backup procedures, and how that shift could alleviate the UK's tech skills shortage by letting workers focus on high impact projects. We weigh potential challenges too and note that organisations will need to rethink job design, invest in upskilling power skills such as communication and learning agility and build a culture of continuous development. As we look ahead we explore how large language models and robotic process automation differ in their impact across roles, why learning cultures must evolve to deliver micro learning at the point of need alongside robust credentials and how teams can reorganise around a new division of labour that includes both human and AI agents. Oliver offers practical advice for tech leaders wondering where to start and how to maintain agility as change accelerates. If you've ever felt overwhelmed by AI hype or are curious how automation could give you back precious hours each week, this conversation offers fresh perspectives on AI's real value in tech. How would you redesign your job if you had an extra day each week, what would you stop doing and what would you start? 

What if the biggest leap forward for small businesses wasn't about selling more, but reclaiming time? In this episode of Tech Talks Daily, I sit down with John Waldmann, CEO and co-founder of Homebase, to unpack how AI isn't just a Silicon Valley toy for large enterprises but a lifeline for the millions of small businesses keeping local economies afloat. John explains how Homebase's newly launched AI Assistants are transforming everyday operations, automating hiring, scheduling, and admin tasks that once drained hours from already stretched owners and managers. But this is more than a tech play. John shares why he's spent his career championing small business owners, and how Homebase is designed with them, not just for them. We explore how generative AI and real-time personalization are lowering the barrier of entry to entrepreneurship, and why small businesses might actually be outpacing the big players in adopting AI with creativity and speed. From the realities of running a restaurant to designing software that respects the nuances of hourly work, John's perspective offers a refreshing reminder that the goal of AI isn't to replace people. It is to give them more space to do what makes their business special. Could AI finally tilt the playing field in favour of small businesses? And are we doing enough to ensure that human-first values stay at the centre of this technological shift? Listen in, then let us know how you see AI transforming the small business landscape in your world.

What if the key to global access to high-quality education isn't policy reform or private investment, but open source software? In this episode of Tech Talks Daily, I sit down with Scott Anderberg, CEO of Moodle, to explore how one of the world's most widely used learning platforms is quietly transforming education in ways that extend far beyond the classroom. Scott's journey is anything but linear. From helpdesk support in Denver to leading online education efforts across the US, UK, and Australia, his international experience has shaped a clear mission: to make education more accessible, more inclusive, and more creative. His role at Moodle aligns perfectly with that goal. We discuss what open source really means in the context of education and why it continues to be misunderstood. Scott explains how Moodle's global community of developers and educators contributes everything from security-tested code to deeply localised customisations that enable learning to happen anywhere, even in places without electricity. Projects like MoodleBox and the Inventorium for at-risk students in Australia reveal the power of local innovation when built on flexible, open platforms. Scott also outlines Moodle's measured approach to AI, focusing on what delivers actual value. Rather than embedding generative tools for novelty, they've released an AI subsystem that allows the community to experiment and share what works. This model not only encourages innovation but also respects the diverse regulatory, cultural, and economic environments their users operate within. Throughout the conversation, we explore the myths that often discourage adoption of open source solutions. Security, support, and scalability are frequently raised, but Scott shows how Moodle's global ecosystem consistently challenges those assumptions. Innovation doesn't have to be proprietary or top-down. In fact, when communities co-create solutions, the results are often more resilient and more relevant. We close with a powerful reflection on the importance of diversity in both tech and education. While some organisations are becoming hesitant to talk about inclusion, Scott argues that now is the time to stand firm. Education is about connection, and you cannot truly connect people if only a narrow group is included in the conversation. Open platforms like Moodle make it possible to include everyone, not just in theory but in practice. So can open source help us rebuild education in a way that is genuinely inclusive and globally relevant? Or are there still barriers that need to be broken? I'd love to hear your thoughts. What role should open platforms play in shaping the next chapter of learning?

In this episode, I sit down with Robin Smith, Chief Technology Officer at TravelPerk, to hear how one of Europe's fastest-growing travel platforms is blending automation with empathy in a sector built on unpredictability. Robin shares how that continuity has shaped his view of disruption, from the rise of web and mobile booking to the rapid acceleration of cloud platforms and now AI. He explains why staying rooted in a single mission has helped him stay curious and open to change in a way frequent job hopping never could. We explore how TravelPerk is positioning itself as a consumer-grade experience built with business-grade rigour, serving mid-market companies that want seamless travel and expense tools without compromising on policies, duty of care, or integrations. Robin unpacks why large enterprises often lag in tech adoption and how nimble, decentralised teams are setting a new benchmark for innovation in corporate travel. The conversation dives into AI's growing role in travel, from Yokoy's AI driven expense automation to the company's internal enablement strategy powered by its partnership with 9x. But Robin also reminds us of something easy to forget amid all the hype: 31 percent of travelers still pick up the phone when disruption hits. The appetite for AI is growing, but human connection isn't going away. We also look at the invisible complexity behind making global travel feel simple, from airline add ons and multi country compliance to supporting collaborative group travel in a post pandemic world. Robin shares why the real challenge isn't building software, it's hiding the machinery behind a product that “just works.” As we round off the conversation, Robin offers advice to engineers and product leaders hoping to follow a similar path. His takeaway is refreshingly honest: ignore most advice, and fall in love with the problem. It's not about replicating someone else's journey. It's about staying curious and building your own. So, will AI ever fully automate travel bookings or is the human touch still too valuable to leave behind? And what does building resilience look like when the rules of travel keep changing? Tune in and let me know what you think.

What happens when the world's most popular AI tools become ad platforms? That's the question I put to Aaron Goldman, CMO of MediaOcean, in a candid conversation about the future of advertising, search, and AI-native experiences. Aaron brings over two decades of industry insight to the table, sharing his perspective on how platforms like ChatGPT are becoming the next digital frontier, not just for consumer interaction but for ad monetization. As generative AI shifts from novelty to utility, the implications for marketers are profound. Google, Meta, OpenAI, and Perplexity are all experimenting with ways to integrate advertising without disrupting user experience. But what happens when the interface you trust for recommendations also serves you tailored promotions? We explore how AI can shape embedded ads, personalize intent-driven marketing, and even facilitate transactions within the prompt itself. Aaron also reflects on the rise of AIO (AI Optimization), what it means for traditional paid search, and how agencies must adapt to tools like Model Context Protocol to stay relevant. This episode isn't just about platforms and protocols. It's about empathy, creativity, and critical thinking in a world increasingly automated by algorithms. If AI becomes your co-pilot, how do you stay in the driver's seat? So what do you think? Will AI advertising be a seamless leap forward or the start of a trust crisis? Let me know your thoughts after the episode.

In this thought-provoking conversation, I'm joined by Kate O'Neill, author, speaker, and founder of KO Insights, to explore how leaders can make meaningful, human-centered decisions in a time of rapid AI adoption and organisational change. Known as the “Tech Humanist,” Kate has helped everyone from Google and IBM to city governments navigate the evolving relationship between emerging technologies and the human experience. We discuss what it really means to create a future that aligns tech innovation with human values. Rather than racing ahead with AI for its own sake, Kate argues that every organisation needs to start by clearly articulating its strategic purpose in three to five words. From there, technology should be implemented to serve people, not just processes. Kate shares insights from her latest book What Matters Next, including how to define ethical acceleration, how to lead through tech transformations without breaking cultural trust, and why asking “should we?” is more important than “can we?” when it comes to deploying agentic AI. She also breaks down why traditional efficiency metrics fall short when applied to human work, and how business leaders can shift towards more meaningful measures of success. We also reflect on real-world case studies, from Apple's design clarity to Duolingo's missteps in announcing its AI-first strategy. And in a world where many are using AI to automate hiring, content creation, and even strategy, Kate reminds us that wisdom, nuance, and empathy are still irreplaceable. So what does ethical acceleration look like in practice? And as businesses lean into automation, are we keeping the human experience at the centre or just chasing what's technically possible? I'd love to hear your take on this. Is your organisation leading with purpose or with pressure? Let's continue the conversation.

In today's episode of Tech Talks Daily, I sit down with Ed Nabrotzky, CEO of Dot AI, to find out how a new generation of asset tracking technology is reshaping what's possible in logistics, operations, and enterprise strategy. Ed brings decades of experience as an executive and innovator in RF and IoT systems, and now leads Dot Ai at the intersection of artificial intelligence, patented hardware, and cloud-powered platforms. With global supply chains facing continued pressure from disruptions, tariffs, and rising customer expectations, Dot Ai is offering something many enterprises are still chasing: real-time visibility with context. But what sets Dot AI apart from other asset tracking providers is its full-stack approach, which combines AI, RFID, Bluetooth, and proprietary hardware to deliver predictive insights across the entire supply chain. During our conversation, Ed explained how Dot AI's model moves visibility from a passive reporting tool to an active intelligence layer for the business. He also shares the story behind their recent $175 million distribution agreement with Würth Industries, and what that level of demand signals about where the market is headed. We also explore the company's upcoming product rollouts, including ZiM Bridge, new IoT trackers, and a cloud platform built to scale. But what stands out most is Ed's broader vision for the sector. Drawing from past ventures and academic research, he reflects on what it takes to build resilient, tech-forward operations in a world increasingly shaped by automation, connectivity, and real-time data. How do we turn all that complexity into something simple and actionable? And what can other founders, tech leaders, and supply chain decision-makers learn from the Dot AI playbook? As always, I'll leave you with a question. As AI increasingly penetrates the physical world, are we doing enough to make our systems not only more innovative but also more transparent and accountable? Let me know your thoughts.

What happens when you bring together a practicing monk, a seasoned tech entrepreneur, and an AI education pioneer? In this episode of The Tech Talks Daily Podcast, I sit down with Prashant Raizada, the driving force behind Lumi Network, to explore how we can build a workforce ready for the AI era, not just in skills, but in mindset and purpose. Prashant shares how his journey from global banking and McKinsey to founding five startups worth over $2 billion eventually led him to education technology. But Lumi is not just another edtech venture. It's a mission-driven platform focused on upskilling the current and future workforce through human-AI collaboration, regional transformation initiatives like the Scale Up North East campaign, and a clear-eyed view of what education should look like in a rapidly changing world. We talk about the need to rethink our approach to curriculum design, the limits of traditional university models, and why collaboration between industry, academia, and government isn't just helpful, it's urgent. Prashant explains why AI isn't a threat to humans but an amplifier of our abilities when used with intention. And he shares how Lumi's "Quest" programme trains participants in collaborative problem-solving while subtly building the 12 essential skills for thriving in an AI-powered economy. We also tackle the bigger picture: why education has often been overlooked in AI investment conversations, and what needs to change for the sector to finally unlock the $10 trillion opportunity ahead of it. Prashant doesn't shy away from the challenges but makes a compelling case for why the UK could become a global exporter of a scalable, human-centric education model. So, what would it take to scale this nationally? And if we're serious about upskilling 7.5 million people by 2030, who's going to deliver it? Prashant believes startups like Lumi could be a central part of the answer and the time to act is now. Could meaningful AI education be the missing piece in our national skills strategy? And what does real collaboration between humans and machines actually look like in practice? Let us know your thoughts after listening.

Is innovation failing because we're starting in the wrong place? In this episode of Tech Talks Daily, I'm joined by Colin Scott, Senior Vice President of DownSelect at Innventure, to challenge the default tech-first mindset that dominates R&D and corporate innovation. Instead of asking what a technology can do, Innventure flips the question: what real-world problem needs to be solved? It's a market-first philosophy, not a pitch deck philosophy, and it's led to some fascinating outcomes. Colin walks us through Innventure's DownSelect process, a trademarked, multi-stage approach for evaluating early-stage innovation through the MATCH framework: Market, Advantage, Timeline, Capital, and High Value.  The result? Out of over 150 evaluated opportunities, just four companies have cut, including PureCycle Technologies, AeroFlexx, and Rafinity. That 5 percent conversion rate isn't a bug; it's a feature. It's the design. Colin explains why prioritising unmet strategic needs over flashy prototypes leads to better long-term outcomes for customers, partners, and the technology itself. We also explore how Innventure fosters creative tension inside teams through something they call "Tigger Time," a framework that assigns roles for optimists and sceptics to surface risks and possibilities early in the process. It's a smart way to turn internal disagreement into forward momentum. So, how do you approach innovation in your organisation? Are you starting with the technology or the need? Please let me know your thoughts after listening.

When AI enters the boardroom, it tends to arrive with big promises: productivity, automation, efficiency. But for Francesco Brenna, Global Leader of AI Integration Services at IBM Consulting, the real opportunity isn't just faster workflows—it's rebuilding how business gets done from the ground up. In this episode, recorded in the heat of a New York summer, Francesco joined me to unpack what agentic AI really means for enterprise leaders and why “doing AI right” is about more than picking the latest model. We began by breaking down the term agentic AI, which Francesco defines as the shift from passive assistants to intelligent agents that can actually execute work, not just suggest how to do it. That might sound subtle, but it's a huge leap. And it's not one companies can take by simply layering AI on top of broken or inefficient processes. Instead, IBM is helping its clients rethink entire workflows, starting not with the tech stack, but with the business outcome. Francesco explains why data readiness is still the number one challenge. While many companies have talked about modernizing their data foundations, few have done it in a way that supports grounded, contextual, reliable AI agents. He introduces the idea of “data products” as a way to anchor agent behavior in the right context, feeding into IBM's three-layer model: user experience, orchestration, and data. We also explored the growing role of standards like Model Control Protocol (MCP), which could make secure integration with legacy systems more realistic at scale. Francesco highlights how IBM is addressing access control, security, and governance to ensure agentic systems are not only powerful but also trustworthy and accountable. There's plenty here for enterprise leaders wondering how to move AI projects out of pilot mode. From real examples in customer service, insurance, and pharma, to IBM's internal strategies for employee upskilling, Francesco shares what early success looks like and why hackathons, hands-on experience, and human-centered design are critical.

Voice has always been a powerful way to connect with customers, but until recently, voice AI struggled to deliver the kind of seamless experience we associate with great service. That is starting to change. In this episode, I catch up with Sam Richardson from Twilio to discuss the renewed momentum behind voice AI and what it means for the future of customer experience. Sam explains why voice is gaining relevance again. It is not just because the technology has improved, but because customers still prefer natural conversations when solving problems.  According to Twilio's research, more than half of customers want to know when they are speaking to a bot, while nearly half do not mind as long as their issue gets resolved. That balance is important. It is not about deception. It is about resolving problems efficiently without losing the human touch. We talked about the balance between automation and empathy. Sam emphasizes the importance of escalation paths. When a customer is frustrated, repeating themselves, or directly asking for a person, they should be able to reach one. Without that, companies risk creating what he calls “reality privilege,” where only premium customers receive human support. Voice AI should serve everyone, not create unfair divides. Sam also shared how Twilio is helping businesses adapt without replacing everything. Using API-based tools, companies can integrate voice AI into existing systems. That flexibility matters, especially since 96 percent of Twilio customers are building custom customer experience solutions to fit their specific environments. This is especially relevant in industries like hospitality, retail, and automotive. The early results are promising. Some companies are seeing a 60 to 70 percent increase in call containment and a noticeable drop in contact volume. Customer satisfaction scores have not suffered. Still, Sam is realistic. Long-term impact takes time to measure. The key is testing thoroughly, choosing the right solution, and tracking how customers actually feel.

When we talk about cybersecurity, it's often easy to think in terms of firewalls, passwords, and high-profile breaches. But what happens when the vulnerability isn't within your own systems but somewhere deep in your third or fourth-tier supply chain? In this episode, I spoke with Ben Edwards from Bitsight about the unseen infrastructure propping up much of the global digital economy and the new risks emerging from it. Our conversation begins by challenging the assumption that larger technology providers are automatically safer. Bitsight's research reveals that scale often introduces complexity and a larger attack surface, which can make it even harder to stay secure. In fact, UK supply chains are now around 10 percent larger than the global average, reflecting a more advanced digital economy but also introducing more room for hidden weaknesses. One of the most sobering parts of the discussion focused on geopolitics. Around 30 percent of UK and US supply chains rely on Chinese military-linked companies like Huawei and China Telecom. That's not just a cybersecurity concern. It's a geopolitical time bomb. Ben broke down the ripple effects that potential restrictions or bans could have, including costs, infrastructure overhauls, and widespread operational disruption. Then there are the “hidden pillars,” smaller vendors like Aptiv and Yardi, which may not be household names but play disproportionately influential roles in sectors like aerospace, education, and real estate. Their obscurity makes them dangerous single points of failure, especially when regional dependencies form without anyone noticing. The bottom line? End-to-end supply chain visibility remains elusive. Shadow IT, employee workarounds, and a constantly shifting tech landscape mean organizations must approach cybersecurity as an ongoing process, not a checklist. Ben urges companies to continually assess the criticality of their providers and, just as importantly, understand their own role in others' ecosystems. If you're curious about how internet balkanization, AI, and outsourcing are shaping the next phase of cybersecurity strategy, this episode will give you a lot to think about. Y

IT support is changing fast, and the old service desk model is starting to feel like a relic from another era. In this episode, I spoke with Samuele Gantner, Chief Product Officer at Nexthink, about what comes next and what companies need to do now to prepare for it. With Nexthink sitting at the forefront of Digital Employee Experience (DEX) technology, Samuele offers a grounded, thoughtful look at what a "ticketless" future might look like. One of the boldest predictions shared is a 90 percent reduction in IT support tickets by 2027. That is not marketing spin. It's a vision rooted in practical shifts toward proactive support, real-time observability, and AI-powered automation. Samuele explains how organizations can move away from reactive models by embracing intelligent agents that solve problems before a ticket is even raised. Instead of asking employees to fix things themselves, IT support is quietly transforming into something far more sophisticated and intuitive. We talked about what drives this change, from millennial and Gen Z expectations to the technological leap enabled by large language models and automation. Samuele breaks down why old attempts at self-service failed and how today's AI agents are finally equipped to handle objective complexity with empathy, scale, and context. He also shares examples that bring this future to life, including a retailer that avoided a costly outage through predictive alerts, a healthcare provider saving millions through experience-driven device refreshes, and an energy firm preventing disaster in a virtual desktop environment. These are not theoretical case studies. They are live proof that DEX is not just buzz. It works. We also explored what skills IT teams need to thrive in this shift. It is not all about tech. Emotional intelligence, cross-functional collaboration, and a proactive mindset are just as important. Whether you're a CIO or a support engineer, there is something here that will challenge how you think about IT's role in the business.  

AI is racing ahead, but for industries like life sciences, the stakes are higher and the rules more complex. In this episode, recorded just before the July heatwave hit its peak, I spoke with Chris Moore, President of Europe at Veeva Systems, from his impressively climate-controlled garden office. We covered everything from the trajectory of agentic AI to the practicalities of embedding intelligence in highly regulated pharma workflows, and how Veeva is quietly but confidently positioning itself to deliver where others are still making announcements. Chris brings a unique perspective shaped by a career that spans ICI Pharmaceuticals, PwC, IBM, and EY. That journey taught him how often the industry is forced to rebuild the same tech infrastructure again and again until Veeva came along. He shares how Veeva's decision to build a life sciences-specific cloud platform from the ground up has enabled a deeper, more compliant integration of AI. We explored what makes Veeva AI different, from the CRM bot that handles compliant free text to MLR agents that support content review and approval. Chris explains how Veeva's AI agents inherit the context and controls of their applications, making them far more than chat wrappers or automation tools. They are embedded directly into workflows, helping companies stay compliant while reducing friction and saving time. And perhaps more importantly, he makes a strong case for why the EU AI Act isn't a barrier. It's a validation. From auto-summarising regulatory documents to pulling metadata from health authority correspondence, the real-world examples Chris offers show how Veeva AI will reduce repetitive work while ensuring integrity at every step. He also shares how Veeva is preparing for a future where companies may want to bring their LLMs or even run different ones by geography or task. Their flexible, harness-based approach is designed to support exactly that. Looking ahead to the product's first release in December, Chris outlines how Veeva is working hand-in-hand with customers to ensure readiness and reliability from day one. We also touch on the broader mission: using AI not as a shiny add-on, but as a tool to accelerate drug development, reach patients faster, and relieve the pressure on already overstretched specialist teams. Chris closes with a dose of humanity, offering a book and song that both reflect Veeva's mindset, embracing disruption while staying grounded. This one is for anyone curious about how real, applied AI is unfolding inside one of the world's most important sectors, and what it means for the future of medicine.

What does modern cybersecurity look like when you're leading a federally regulated financial institution serving Canadians from coast to coast? In this episode, recorded at Cisco Live last month, I sat down with Shawn Spurko, VP of Information and Cybersecurity at Innovation Federal Credit Union. Based in Swift Current, Saskatchewan, but now operating across the country, Shawn Spurko has played a key role in building a security posture that treats laptops as offices and supports a workforce no longer tethered to physical locations. Shawn Spurkoshares his journey from service desk and web design to becoming a cybersecurity leader, and offers a refreshingly grounded view of how to approach regulation, zero trust, and digital maturity. He explains how Innovation CU's move from a provincial to a federal charter transformed their compliance obligations and how solutions like Cisco Secure Access enabled them to scale security seamlessly for a hybrid workforce. We explore why transparent, user-friendly security is no longer optional and how mature implementations of SWG, ZTNA, DLP, and management tunnels are quietly solving problems before users even notice them. Shawn Spurkoalso opens up about the practical realities of working with tools that are constantly evolving, and how his team reviews every new feature not just for capability but for how it maps to regulatory controls like Canada's OSFI B-13. This episode is a masterclass in modern cyber strategy, but it's also a reminder that the goal isn't complexity, it's making things work, everywhere, all the time. So, as the cybersecurity landscape continues to shift and regulators tighten expectations, how are you designing systems that work for both users and auditors? And what lessons can we all learn from financial services as we navigate this new world of anywhere access?

In today's episode of Tech Talks Daily, I sat down with Alberto Prado, Head of Digital and Partnerships for R&D at Unilever, to explore how one of the world's largest consumer goods companies is reimagining innovation using AI. And not just in theory or in labs. This is technology already transforming the stuff most of us use every single day. From Dove body wash to Knorr stock cubes, Unilever products reach more than 3.4 billion people globally. That scale makes their R&D choices deeply relevant to how we live. What stood out in this conversation is how deeply integrated AI has become across their research efforts. This isn't about one flashy pilot project. Unilever currently runs over 400 AI initiatives across areas like microbiome science, biotechnology, and next-generation materials. Each one is focused on improving product performance, making items more sustainable, or creating personalized experiences for consumers. Alberto shared how Unilever's decades-long microbiome research is being accelerated through machine learning and high-performance computing. With over 30 terabytes of data and more than 100 patents, the company now holds one of the largest collections of human microbiome data in the world. That insight has directly influenced products like Dove and Vaseline and has led to innovations like the POND'S Microbiome Analyzer, which offers personalized skincare recommendations within an hour. In the field of biotechnology, Unilever is working with partners like Arzeda to create enzymes that outperform traditional cleaning agents, all while being more sustainable. A great example is the breakthrough behind RhamnoClean technology in Sunlight dishwashing liquid. By mimicking natural fermentation processes, Unilever can now produce bio-based surfactants that clean effectively, reduce water use, and are kinder to the planet. We also discussed how AI-driven virtual testing is replacing thousands of physical prototypes. This shift is helping Unilever rapidly develop new products like the Wonder Wash laundry detergent and Knorr's Zero Salt Cube. Alberto explained how digital models can simulate everything from stain removal in different wash cycles to how a cube holds together without salt, long before any physical version is made. And then there's the R&D Assistant, Unilever's own AI-powered co-pilot built in partnership with Microsoft. It connects over 150,000 scientific documents from across a century of research, letting scientists query insights in natural language. For Unilever's 5,000 researchers, it's not just a time saver. It's changing how they discover, collaborate, and innovate. This episode is a window into how legacy companies can drive transformation from within. Innovation isn't just happening in new industries or through startup culture.  Sometimes it's happening inside a washing machine cycle or a bottle of shampoo. So the question is, what can other large-scale enterprises learn from the way Unilever is scaling AI across its entire product development ecosystem?

What does it take to build a $100 billion cybersecurity company in today's cloud-first, AI-infused world? And how do you balance relentless technological change with the practical realities of compliance, risk, and leadership? In this episode of Tech Talks Daily, I sit down with Sumedh Thakar, CEO of Qualys, during his visit to the UK for the company's QSC conference. From starting out as one of Qualys' first engineers to leading the company through a new era of risk-centric cybersecurity, Sumedh brings a unique blend of technical insight and lived experience. We discuss why compliance remains such a challenge for enterprises, how the conversation is shifting from attack surfaces to risk surfaces, and why many businesses are overwhelmed by security signals but underwhelmed by strategic clarity. Sumedh shares his view on the growing importance of the Risk Operations Center (ROC) and how AI is complicating risk profiles in new and unpredictable ways. He also reflects on the future of cloud security and why the market remains wide open for innovation, even as it becomes more crowded. Beyond the tech, Sumedh opens up about his personal journey from Pune to Silicon Valley, how a threatened farm purchase changed his life, and why leadership is ultimately a game of time, trust, and communication. He leaves us with a powerful book recommendation, Nonviolent Communication by Marshall Rosenberg, which he credits with transforming his leadership style and helping him build stronger relationships across the board. Are we thinking about risk in the right way or simply throwing money at the latest acronyms? And how do you build a meaningful legacy in cybersecurity without losing sight of the human side? Join the conversation and let me know what resonated with you most.

Are we preparing people as quickly as we're preparing machines? That's the uncomfortable question at the heart of Coursera's 2025 Global Skills Report, and the starting point for my conversation with Nikolaz Foucaud, Coursera's Managing Director for EMEA. As the UK jumps more than 20 spots in global skills rankings and countries like Singapore and Denmark widen the gap with lifelong learning cultures, we explore why mindset may be as important as access when it comes to reskilling for an AI-driven economy. Nikolaz explains how the newly introduced AI Maturity Index reflects the growing urgency around workforce readiness and why governments and employers need to stop thinking in degrees and start investing in micro-credentials that reflect what learners and businesses actually need. We also unpack the gender gap in AI learning, the alarming lack of growth in cybersecurity skills, and why economic pressure often drives the highest levels of completion and success. As institutions, employers, and individuals try to catch up with the pace of technological change, what will it take to build a learning culture that keeps momentum? And are we measuring the right things when we talk about readiness? Let me know what you think.

What happens when AI moves from experimental tool to everyday shopping assistant? In this episode of Tech Talks Daily, I'm joined by Liva Ralaivola, Head of the Criteo AI Lab, to unpack how artificial intelligence is reshaping the way we discover, compare, and purchase products online. Speaking to me from the south of France, Liva shares insights from Criteo's latest consumer research, revealing that 91 percent of shoppers expect AI-personalised recommendations within the next two years. We explore why that shift is happening so quickly, what it means for retailers, and the challenges of balancing innovation with transparency. From price comparisons to budget planning and dynamic creative generation, shoppers are already using AI tools in ways that few could have predicted even a year ago. We also discuss the complexity of integrating AI into retail environments, where business constraints, stock levels, and customer expectations vary dramatically. Liva highlights how Criteo is tailoring deep learning models to improve relevance, optimise campaigns, and support ethical outcomes. He also explains why AI is not yet plug-and-play, and why collaboration between AI specialists and business teams is key to unlocking real value. Looking ahead, Liva shares his thoughts on how data may evolve into a kind of personal currency, with users controlling what they share and how much personalisation they receive. From AI wallets to loyalty programs driven by interaction history, the landscape is changing fast—and businesses need to be ready. So what's your take? Are consumers ready to control their own data in exchange for more relevant experiences? And how should retailers rethink personalisation in an age of growing privacy expectations? Let me know your thoughts and join the conversation.

How do we prepare for a world where AI agents work together, networks think for themselves, and quantum teleportation is no longer just science fiction? I recently caught up once again with Vijoy Pandey, SVP and GM of Outshift by Cisco, live at Cisco Live in San Diego, for a wide-ranging conversation about what comes next at the edge of AI and quantum innovation. We begin with Cisco's evolving quantum strategy and the recent unveiling of its Quantum Network Entanglement chip, a research prototype capable of generating 200 million entangled photons per second over standard telecom infrastructure.  Vijoy explains how this chip, along with new research at Cisco's lab in Santa Monica, brings us closer to distributed quantum computing by connecting compute nodes and scaling quantum capabilities beyond the lab. Even more interestingly, these quantum foundations are already demonstrating value in classical use cases, such as eavesdropping detection and real-time coordination. Our conversation also explores the momentum behind agentic AI. Rather than single prompts triggering single outputs, the future lies in distributed ecosystems of intelligent agents that work together to solve complex business problems.  Vijoy introduces Cisco's vision for the Internet of Agents, supported by an open-source collective called AGNTCY. It is designed to help diverse agents communicate, collaborate, and operate with trust and transparency across cloud environments and organizational boundaries. Throughout our conversation, Vijoy focuses on the practical impact rather than hype. From network automation and SRE workflows to use cases in cybersecurity and infrastructure management, he highlights how these technologies are being applied in real-world scenarios, not just theorized. His team at Outshift is building the connective tissue that brings these innovations to life inside the enterprise. So what do you think? Are quantum networking and AI agents a part of your roadmap? And what steps can businesses take today to ensure they are building on trustworthy, open, and scalable foundations? Join the conversation and share your perspective.

In this episode of Tech Talks Daily, I sit down with Candice DeVille, co-founder and CEO of AI Copilot, who joined me remotely from the serene gardens of Osaka Castle in Japan, where tech meets tradition in one of the most unexpected podcast backdrops we've had. Candice is on a mission to redefine how small and medium-sized businesses approach AI, treating it not as a trend but as a practical strategy for growth and efficiency. Throughout our conversation, she draws on decades of experience in marketing, media, and digital strategy to explain how SMEs can move away from fear-driven stagnation or scattered adoption and toward a structured, ROI-focused roadmap. We explore the practical challenges that come with implementing AI, from dealing with siloed data and low AI literacy to helping teams embrace change. Candice explains why many organizations fail at AI not because of the tools, but because they overlook the human element. Creating a team of AI champions, especially outside of traditional IT roles, can unlock powerful opportunities by tapping into the unique insights held across the business. A standout moment in our discussion is a case study involving a maintenance company that used AI to automate debt collection. The result wasn't just improved cash flow but something far more personal: their CFO regained two full days per week and used that time to spend with his family. It's a simple example of AI driving real outcomes for both business performance and quality of life. We also discuss common traps like shiny object syndrome, lack of planning, and the hype around agents. Candice encourages business leaders to first get their data in order, take a phased approach, and resist the urge to solve everything at once. Her advice is clear: start with what matters, measure impact, and build from there. So how do you turn AI into a business advantage without overwhelming your team or your budget? And how can you ensure that your approach to technology actually enhances the human side of work? Let's find out.

In this episode of Tech Talks Daily, I speak with Syed Zaeem Hosain, Founder and Chief Evangelist at Aeris. This conversation comes at a critical moment. Deloitte's 2024 Cyber Threat Trends Report reported a 400 percent surge in IoT malware attacks across industries. Forrester has gone further, warning that a major IoT breach could disrupt a large class of devices by 2025. With the stakes higher than ever, Aziz shares his vision for protecting a hyperconnected world. We explore the growing risks in sectors like healthcare, energy and transportation, where compromised devices could have serious real-world impact. Aziz explains why IoT security can no longer be treated as an afterthought and how Aeris is tackling the problem with AI-powered solutions like IoT Watchtower, designed to detect and respond to threats at scale. He also addresses the shifting regulatory landscape, from the EU's NIS2 Directive to the upcoming Cyber Resilience Act. These frameworks are beginning to push organisations toward stronger protections and greater accountability. But are they moving fast enough? My guest outlines where he believes the future of IoT security is heading and what enterprises need to do now to avoid being caught off guard. From embedded AI to next-generation cellular infrastructure, this is a conversation that connects the dots between innovation, risk and responsibility. So how prepared is your organisation for the coming wave of IoT threats? Are we securing what matters most, or sleepwalking into a preventable crisis? Let me know what you think. Is IoT security finally getting the attention it deserves, or are we still too focused on convenience over caution? Join the conversation and share your thoughts.   Check out the Internet of Things for Business book.      

In this episode of Tech Talks Daily, I'm joined by Gus van Rijckevorsel, the energetic new CEO of Ultra, who's on a mission to redefine how we access, experience, and value games. Speaking from the sunny backdrop of Nice, Gus shares why now is the moment for Europe to stop playing catch-up and start leading the charge in shaping the future of on-chain gaming, digital ownership, and platform sovereignty. Backed by a fresh $12 million in funding, Ultra is not trying to be a better version of Steam. It wants to be something entirely different. Gus pulls no punches on the complacency of today's dominant platforms. He explains why Ultra's "super app" approach, blending social interaction, gameplay, creator tools, and blockchain infrastructure, is uniquely positioned to serve today's evolving gamer. This includes not just players, but watchers, creators, and earners. We explore what makes Europe the perfect launchpad for Ultra's ambitions. From its dynamic tech ecosystem to the growing urgency around digital sovereignty, Gus argues this is no longer just a business case. It is a political and strategic necessity. He outlines how Web3 can quietly enhance gaming without overwhelming users, and why the traditional idea of play-to-earn needs a serious rethink. For Gus, recognition and reputation matter more than speculative tokens. We also discuss what success looks like for Ultra. For Gus, this is not a gradual climb. It will either be massive or it will not exist at all. Along the way, he shares his personal story of being drawn back into the world of company building after vowing never to do it again. And why this particular "unpolished diamond" was impossible to ignore. So is it finally time for a European challenger to rewrite the rules of gaming? Can a platform that puts value creation at its core break through the dominance of established players? Let me know your thoughts. Is Ultra the fresh start gaming needs, or is the market simply too entrenched to shift? Join the conversation and tell us what you think.

What if the songs we love and the artists behind them could finally be compensated fairly, across every platform, every play, and every country? In today's episode, I sit down with Michael Huppe, President and CEO of SoundExchange, to unpack how this music tech nonprofit is challenging the very foundations of how royalties are calculated and distributed. Michael shares how SoundExchange, which has now distributed over $12 billion to artists and rights holders, is not just administering royalties but actively shaping the policies and technologies that govern the future of music. We explore their groundbreaking use of AI for fraud detection and royalty matching, as well as the advocacy behind the American Music Fairness Act, a long-overdue effort to ensure artists are paid for terrestrial radio plays, a right still denied in the US but granted nearly everywhere else. The conversation turns toward the growing tension between innovation and creator protection in the age of generative AI.  Michael discusses how SoundExchange is balancing these forces by backing ethical standards like the Human Artistry Campaign and lobbying for policies that prioritize consent, credit, and compensation. He also touches on fascinating use cases for AI in music, such as voice localization, signature sound licensing, and even resurrecting voices of beloved artists like Randy Travis. We also discuss SoundExchange's vision for the future, one where its expertise in large-scale, data-driven payouts could help solve the thorny question of compensating artists whose works are used to train generative AI models. From indie musicians to global superstars, the impact of this work is vast, nuanced, and increasingly urgent. So, how do we build a future where technology and creativity can coexist and both thrive? And who's making sure the voices behind our favourite tracks aren't lost in the noise of innovation? I'd love to hear your thoughts. Are we doing enough to protect artists in the digital era? Let me know  

After meeting on the IT Press Tour,  I enjoyed a conversation with Michael Wu, President and General Manager of Phison US, about the revolutionary advances in AI-enabled storage technology.  We begin by exploring Phison's AdaptivePlus platform and its integration with StoreOne's AI solution, making AI training more accessible and affordable for businesses. We also discuss the technical innovations behind their storage-based AI acceleration, including their new E28 controller and Pascari SSDs.  Finally, we discuss the future of AI workloads and how Phison's technology is preparing to handle models with up to 2 trillion parameters. This episode is packed with insights for IT leaders, business executives, and anyone interested in the intersection of storage technology and artificial intelligence.

In a candid conversation with Zendesk CTO Adrian McDermott, it's become clear that enterprise AI has reached a pivotal moment. We're witnessing the end of AI theater and the emergence of practical platforms delivering real business value.   "We're moving from chapter one to chapter two of the application of generative AI," McDermott explains. "It's not just party tricks anymore - it's platforms. And we're really building things that have value and meaning." The Rise of Platform Thinking The shift from isolated AI features to comprehensive platforms marks a significant evolution in enterprise technology. Companies are no longer satisfied with flashy demonstrations - they demand measurable outcomes and clear ROI. This transformation is evident in Zendesk's new resolution platform, which integrates multiple AI capabilities into a cohesive system. The New Economics of AI Implementation Zendesk has pioneered outcome-based pricing for AI agents in the customer experience industry - a significant departure from traditional seat-based pricing models. This approach aligns vendor success directly with customer outcomes.   "You should really be able to run a model that would prove and predict the ROI upfront," McDermott notes, highlighting the increasing sophistication of AI implementation. Customers now expect vendors to demonstrate clear business value before deployment. Voice: The Critical Escalation Channel Despite predictions of voice's decline, it remains crucial in an AI-first world. McDermott explains: "In a world of automation, the escalation channel is voice, and you need it to be tightly integrated."   The future of voice in customer service is being reimagined through: Seamless integration with AI systems Warm handoffs between digital and voice channels Enhanced context preservation across interactions Real-time analytics and support The Resolution Platform Framework Zendesk's resolution platform represents a comprehensive approach to customer service, incorporating: Customer-facing AI agents Agent copilot systems Automated content generation Continuous analysis and quality assurance Unified governance and measurement Looking Ahead: The iPhone Moment? McDermott poses a crucial question: "Are we building Windows Mobile on top of generative AI, or is there innovation and disruption to come?" This reflection suggests we're still in early stages, with significant disruption ahead. Key Takeaways Enterprise AI has matured beyond demonstrations to delivering measurable outcomes Platform approaches are replacing point solutions Voice remains critical in an AI-first service strategy Economic alignment between vendors and customers is essential Continuous innovation and adaptation are necessary The shift from AI theater to practical platforms marks a new era in enterprise technology. Organizations must now focus on building comprehensive, outcome-driven AI strategies rather than chasing individual features or capabilities.

As AI continues to dominate headlines and crypto continues to evolve behind the scenes, the real story may lie in their convergence. In this episode of Tech Talks Daily, I sat down with Dan Kim from Coinbase to discuss how these two technologies are shaping the future of digital commerce and development. Dan leads the Coinbase Developer Platform, a project focused on simplifying blockchain development for millions of developers worldwide. He shared how the platform abstracts away complexity through familiar SDKs and APIs, removing the need for deep blockchain expertise. This isn't just about making it easier to code on-chain. It's about opening the door for new kinds of applications, many of which are being driven by AI. We dug into the emerging concept of "agentic commerce," where AI agents can autonomously carry out transactions using blockchain infrastructure. These agents are now capable of acting on our behalf, making purchases and managing digital assets within defined parameters. This shift is already changing how developers think about building tools for e-commerce, travel, and digital services. Dan also discussed the evolving role of creators in this new landscape. Blockchain technology combined with AI is creating new ways to monetize content, build applications, and launch experiences without relying on traditional platforms. He even shared a personal example—his own AI-powered music project that turns complex crypto topics into relatable Top 40 tracks. From the reawakening of HTTP's long-forgotten 402 payment code to the real-world implications of AI agents handling financial transactions, this conversation revealed just how quickly things are moving. For developers and business leaders alike, the fusion of AI and crypto is no longer speculative. It's here, and it's changing how we interact, build, and pay.

What happens when a customer service platform stops thinking like a vendor and starts operating like a partner? In this episode of Tech Talks Daily, I sit down with Andrew Lawson, EVP and GM for Zendesk Europe, to explore how the company is redefining the future of customer experience through AI, innovation, and a customer-first mindset. Zendesk may be a global name, but its European roots and strategic growth across the continent tell a story of evolution. From its founding in Copenhagen to becoming a powerhouse that supports over 100,000 customers globally, Zendesk has remained focused on one thing: being the best in customer service. Andrew and I unpack how this commitment translates into real-world outcomes, from faster resolution times to dynamic partnerships with top UK brands like Tesco, Next, and Liberty London. One of the standout themes of our discussion is the company's investment in Agentic AI, designed to handle up to 80 percent of customer interactions while leaving high-touch cases to human agents. We also dive into Zendesk's outcome-based pricing model, a shift that aligns success with resolution rather than licenses or agent seats. Andrew offers insights into why this change reflects a broader market expectation for ROI-driven platforms. We also touch on the company's five acquisitions over the last 18 months, including Local Measure, and how these moves strengthen Zendesk's capabilities in the CCAS space and deepen integrations with platforms like AWS Connect. As AI continues to shape customer and employee experiences, the conversation explores not just the technology but also the challenges, especially around execution, platform stability, and cybersecurity. So, what should business leaders be doing right now to balance rapid AI adoption with responsible deployment? How are enterprise expectations evolving in the face of economic pressure and customer demand? And what does it mean to lead in customer service when the rules are changing fast? Tune in to hear Zendesk's perspective from the frontlines of transformation.      

In a world where payments have evolved from a back-office utility into a strategic business driver, how do you build a platform that truly puts control back into the hands of merchants? On this episode of Tech Talks Daily, I sat down with Dwaine Thomas, CIO of PXP, to explore how the company is transforming the payment landscape with its next generation platform, PXP Unity. PXP has been a force in fintech for over 30 years, processing over €30 billion in payments annually for some of the world's most recognised retail, hospitality, entertainment, and online gaming brands. But rather than rely on legacy systems, PXP has gone all in on greenfield development with PXP Unity, a fully API driven orchestration platform that enables merchants to plug into the services they need without the complexity of managing the entire payment stack. Dwaine walked me through how Unity empowers businesses with real-time data aggregation, smart routing, and complete transparency, all delivered through an intuitive interface. He also shared how the platform supports seamless scaling during high-demand periods, like Black Friday, and provides merchants with both control and automation to optimise payment performance across channels. What stood out was the clear shift in mindset. Sixty-four percent of merchants now view payments as a growth enabler, not just a necessity. With Unity, merchants gain the flexibility to adapt strategies on the fly, personalise the payment experience, and align payments with broader business goals. We also explored the growing role of AI in PXP's roadmap, from driving development efficiencies to enabling future use cases like AI agents within payment flows. As regulation evolves, Dwaine highlighted how initiatives like the FCA's AI sandbox point to a more proactive and structured approach to innovation in the payments space. So how can enterprises unlock new value from their payments infrastructure? How do you build for performance, resilience, and adaptability in equal measure? And what happens when payments become central to customer experience and brand loyalty? Tune in to hear how PXP is answering those questions with technology that is both powerful and practical.