Inside the analyst’s mind: How AI is reshaping enterprise communications with Jon Arnold

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Jul 28, 2025

01:02:31

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From the hype cycle around AI to the real-world constraints enterprises face when adopting new tech, we explore the opportunities shaping the future of business communications in this episode.

We’re joined by Jon Arnold, an independent tech analyst, for a conversation about the shifting landscape of enterprise communications. We talk about analysts' unique role in shaping vendor strategy and market perception.

We discuss the current state of business communications technology, examining what Jon describes as the "three-legged stool" of cloud communications: CCaaS, CPaaS, and UCaaS. We discuss how these previously distinct domains are converging, with vendors increasingly offering capabilities across all three areas.

We also explore how AI is disrupting the traditional communications technology landscape. Jon offers valuable insights into why AI-native companies may have advantages over traditional contact centre vendors who are adding AI capabilities, and why the pace of AI adoption varies significantly across different industries and organisations.

This episode is brought to you by NLX.

NLX is a conversational AI platform enabling brands to build and manage chat, voice and multimodal applications. NLX’s patented Voice+ technology synchronizes voice with digital channels, making it possible to automate complex use cases typically handled by a human agent. When a customer calls, the voice AI guides them to resolve their inquiry through self-service using the brand’s digital asset, resulting in automation and CSAT scores well above industry average. Just ask United Airlines.

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Find out more about Jon Arnold: https://www.jarnoldassociates.com/about/jon-arnold