How clarity, sovereignty, and small-model precision are reshaping AI for 2026. 

In this discussion, host Rhys Fisher sits down with James Scott, Senior Solutions Engineer for North America at Diabolocom, to unpack one of the most pressing issues heading into 2026: How do we make AI truly trustworthy and measurable?

With global regulations tightening and organizations demanding clearer ROI, Scott brings a refreshingly transparent perspective on what “good AI” should look like – and why smaller, specialized models may be the future of CX.

AI is everywhere, but not every organisation knows how to make it work. In this candid interview, Diabolocom’s James Scott breaks down why so many AI deployments fall short and how clarity, sovereignty, and domain-specific models are rewriting the rules for success in customer experience.

Key Highlights:

• Why clarity beats hype: AI ROI hinges on specific problem-solving, not chasing the latest trend.
• Security built in, not bolted on: Diabolocom owns its entire data pipeline, enabling GDPR- and EU AI Act–aligned governance by default.
• Goodbye black box AI: Smaller, specialized models reduce unpredictability, hallucinations, and compliance risk.
• Measurable AI performance: Transparent decision paths, benchmarking tools, and human-in-the-loop workflows ensure leaders can trust results.
• Scott also reveals how Diabolocom’s academic partnerships, open-source research, and European engineering mindset create a competitive advantage for scaling companies that can’t afford uncertainty.