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In this episode, Patrick Watson and Finbarr Begley look back at the Cavell Summit North America. They talk about how AI is changing the cloud communications space and how customer experience (CX) is becoming a top priority for service providers. They also share where listeners can find full write-ups and updates from the event.

Key Takeaways:

• AI is driving big changes in how providers build and deliver services.
• CX is now central to business strategy, not just a support function.
• Listeners can find all event materials and insights on Cavell’s website.

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In a podcast twist, Patrick steps into the host’s seat and puts Finbarr on the spot with a quiz on cloud penetration rates across global communications markets. With Cavell’s deep expertise in market data and insights, Patrick leverages Cavell's data to test Finbarr’s grasp of how mature different countries are in adopting cloud-based communications and UCaaS solutions. The episode dives into data trends up to the end of 2024 and sets the stage for Cavell’s upcoming H1 2025 Cloud Comms Market Report releases, coming this October.

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In this episode, Finbarr and Patrick dive into the evolving world of voice AI, emotional profiling, and hyper-personalized customer journeys. They debate whether real-time emotional analytics in customer service is a breakthrough for better experiences or a step too far into surveillance, exploring recent research, regulatory changes, and the ethical dilemmas of AI-driven personalization. The conversation highlights the need for stronger consumer rights, transparency, and guardrails as technology reshapes how companies interact with customers.

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Join Patrick and Finbarr as they tackle a great question of modern work communications. In an environment where collaboration platforms blaze ahead without the need for a phone number, is the phone number itself obsolete?

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Join Finbarr Begley, Senior Analyst at Cavell, and Patrick Watson, Director of Research, as they dive into the latest trends and insights from Cavell's CCaaS Market Evolution Report. Discover how AI and automation are reshaping the contact center landscape, the impact on agent numbers, and the emerging markets poised for growth. This engaging discussion covers practical use cases, global market sizing, and the balance between automation and human touch in customer service. Don't miss this opportunity to stay ahead in the evolving world of customer experience!

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Finbarr and Patrick discuss some of the global, political and economic turmoil and how that impacts communication markets globally. Many of these key trends are covered in Cavell's latest Cloud Comms Market reports, which have just been released. One example in these challenging markets is differentiation. Differentiating by product is becoming increasingly difficult, but many vendors are now focusing on vertical specialisation as a key differentiator. 

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In this episode, Patrick is joined by Lee Hamilton, Head of Product Marketing at Dstny, to talk about voice communication. As personal and business communication preferences evolve, new channels across messaging and social media take the increasing spotlight, but is voice still relevant?

Patrick and Lee discuss the importance of voice for businesses and communication service providers. Voice provides much richer data seams than other communication channels, and this can be vital for technology providers who want to help their customers leverage emerging technologies such as artificial intelligence.

In addition to considering voice's status at the core of business communication mediums, Patrick and Lee also explore key considerations for business in terms of capturing all of these interactions from a user perspective.

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In this episode, Senior Analyst, Finbarr sits down with Dag Peak, Chief Products and Technology Officer at Alianza, to explore the transformative potential of AI in the telecommunications industry. Dag shares his vision for leveraging AI beyond mere network efficiencies, emphasising the importance of delivering enhanced communication services. The discussion delves into practical applications such as real-time language translation and AI-driven copilots for various professions, highlighting how these innovations can revolutionise the way we connect and communicate. Tune in to discover how Alianza is spearheading a renaissance in voice services and what the future holds for telecom providers.

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In this episode, Finbarr sat down with Oliver Lifely, Head of Sales for UK, Benelux, and Nordics at Luware, to explore the evolving landscape of contact centres. They delve into the integration of Microsoft Teams, the shift towards knowledge workers, and the growing role of AI in enhancing customer interactions. Oliver shares insights on the maturity of Teams as a telephony platform, the practical applications of AI, and the importance of data readiness. Tune in to discover how these technologies are shaping the future of customer service and what it means for businesses today.

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Join Finbarr, Senior Analyst at Cavell, as he sits down with Jamie Stan, Managing Director of EMEA at 8x8, for an insightful discussion on the latest trends in cloud communications and customer experience (CX). In this episode, Jamie shares the story behind 8x8's recent rebrand and how it signifies a broader cultural and technological transformation within the company. They delve into the evolving demands of customers, the integration of AI and data processing in contact centres, and the critical role of partners in delivering innovative solutions. Whether you're an industry professional or simply curious about the future of CX, this episode offers valuable perspectives on navigating the dynamic landscape of cloud communications.

Tune in to discover how 8x8 is breaking out of the box and leading the charge in enhancing customer satisfaction and business outcomes.

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