Kane Simms, CEO, VUX World, and Marc Bernstein, CEO, Balto, analyse the week's customer experience and technology news and happenings.

00:00 Howdy, Super Bowl

01:16 The magic of voice

06:55 Limitations and potential of voice and smart TVs

13:13 Why hasn't Alexa got better faster?

17:00 Alexa: verticalising vs ecosystems

20:35 Charter's first class phone service

28:00 Moving from reacting to proactive CX

31:38 Technology and consistency

34:30 DeepMind's AlphaCode: computers that can code

37:40 AI to enhance developer productivity

41:20 Productivity vs the creation of crap

41:55 Will problems ever be absolutely solved?

45:30 Gartner's Magic Quadrant and its role

51:07 Sign off

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