The AI in Business Podcast

In this engaging discussion, Josh Haddock, Director of Contact Center Technology at Herbalife, shares insights on enhancing customer and distributor support using AI. He emphasizes the importance of understanding the entire customer journey for effective engagement. Josh contrasts Herbalife's service-oriented approach with more transactional financial services. He highlights how AI improves internal efficiencies, like call summarization, while also addressing the transparency challenges associated with deploying generative AI to distributors. Personalization, he explains, goes beyond just names.

Phil Christianson, Chief Product Officer at Xurrent, delves into the transformative role of AI in IT service management. With a focus on sectors like healthcare and finance, he discusses the shift from reactive to proactive incident management. Phil highlights how automation is evolving traditional 'war rooms', enabling faster responses and accountability. He emphasizes IT's unique position to lead AI adoption, stressing the requirements of executive support and cultural readiness. Discover how these changes can reshape operational efficiency and customer satisfaction.

Brad Kennedy, Senior Director of Business Solutions Strategy at Orlando Health, discusses how healthcare leaders can leverage emerging technologies to enhance patient care. He emphasizes the growing federal focus on patient experience and the importance of small wins in AI-driven clinical support. The conversation delves into barriers to technology adoption, including provider trust and the need for collaboration. Kennedy also highlights the critical balance between utilizing patient data for innovation while maintaining privacy and transparency to foster trust.

Itumeleng Masunyane discusses how AI is revolutionizing internal audits by enabling real-time risk monitoring and automating routine tasks. The conversation highlights the shift from compliance to strategic insights, emphasizing the need for cultural changes within organizations. Automation and AI enhance efficiency, but human judgment remains crucial for interpreting data and advising stakeholders. The evolving role of auditors as strategic partners in digital transformation is explored, showcasing the balance between technology and ethical decision-making.

Arun Subramaniyan, Founder and CEO of Articul8, shares insights from his experience leading GE's digital twin revolution. He emphasizes the importance of domain-specific AI models over generic solutions in tackling complex industries like finance and aerospace. Arun introduces the concept of the 'Model Mesh'—a framework for orchestrating interconnected models that can answer intricate business queries. He discusses data integration challenges and advocates for prioritizing high-impact AI projects to ensure meaningful outcomes.

In this engaging discussion, Joe Troy, Senior Manager of Sight Risk at Amazon, expertly navigates the transformative power of AI-driven video intelligence in retail security. He reveals how AI accelerates investigations and slashes labor costs while promoting a shift from reactive to proactive security strategies. Joe shares invaluable insights on using video analytics to empower teams and enhance customer experiences, alongside practical advice for retail leaders balancing AI implementation with privacy and trust concerns. Tune in for a masterclass in modern security!

Michael Zaiac, Head of Medical Oncology for Europe and Canada at Daiichi Sankyo, discusses how AI is revolutionizing clinical trials. He highlights the importance of advanced analytics for enhancing patient recruitment, improving eligibility, and fostering diversity in study populations. Michael also examines the role of generative AI in creating patient-friendly materials like simplified consent forms. Emphasizing stakeholder alignment and transparency, he underscores the need for responsible AI deployment in high-stakes environments.

In this enlightening discussion, Miranda Jones, SVP Data & AI Strategy Leader at Emprise Bank, dives into the vital role of transparency in AI deployment within financial services. She emphasizes that embedding explainability improves compliance workflows and builds trust. Miranda highlights the need for collaboration between data scientists and frontline employees, arguing that defining meaningful KPIs is crucial for success. The conversation also addresses the balance between regulatory requirements and enhancing customer experiences, showcasing the importance of co-designed solutions.

Mark Fredman, Chief Strategy Officer at CCC Intelligent Solutions, dives into how AI is revolutionizing the insurance supply chain. He explains the impressive use of computer vision for predicting total losses and generative AI for document summarization. He advocates for insurers to move from siloed operations to a collaborative 'insurance economy.' Mark shares strategies for successful AI adoption, emphasizing quick wins and integrating AI alongside human expertise to enhance efficiency and customer experience in insurance workflows.

Brad Kennedy, Senior Director of Business Solutions Strategy at Orlando Health, discusses the transformative potential of AI in healthcare. He emphasizes the balance of improving patient experience and easing clinician workloads without compromising physician judgment. Kennedy shares insights from the shift to value-based care and the crucial role of patient feedback in healthcare quality. He also addresses the ongoing evolution sparked by the COVID-19 pandemic and the future of AI in clinical decision support, underscoring the importance of trust and collaboration among stakeholders.