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		<title>Your contact centre is sitting on a goldmine of customer insight with Shane Lynn, EdgeTier</title>
		<link>https://vux.world/your-contact-centre-is-sitting-on-a-goldmine-of-customer-insight-with-shane-lynn-edgetier/</link>
		
		<dc:creator><![CDATA[Taras Semeniuk]]></dc:creator>
		<pubDate>Thu, 02 Apr 2026 14:27:04 +0000</pubDate>
				<category><![CDATA[Podcast]]></category>
		<category><![CDATA[Contact Centre]]></category>
		<category><![CDATA[data]]></category>
		<category><![CDATA[testing]]></category>
		<guid isPermaLink="false">https://vux.world/?p=15866</guid>

					<description><![CDATA[Most contact centres generate thousands of conversations a day, yet most of that data goes unanalysed. In this episode, we discuss how conversational intelligence can turn that data into actionable signals across every interaction.]]></description>
		
		
		
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		<title>Testing the future: How Klearcom is powering the voice AI revolution</title>
		<link>https://vux.world/testing-the-future-how-klearcom-is-powering-the-voice-ai-revolution/</link>
		
		<dc:creator><![CDATA[Kane Simms]]></dc:creator>
		<pubDate>Fri, 25 Jul 2025 12:18:05 +0000</pubDate>
				<category><![CDATA[Articles]]></category>
		<category><![CDATA[Contact Centre]]></category>
		<category><![CDATA[IVR]]></category>
		<category><![CDATA[testing]]></category>
		<guid isPermaLink="false">https://vux.world/?p=15303</guid>

					<description><![CDATA[As businesses move from legacy IVRs to conversational AI, one company powers the testing tech that keeps everything running smoothly.]]></description>
		
		
		
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		<title>AI vs BPO: Foundever&#8217;s transformative journey with Guillaume Laporte</title>
		<link>https://vux.world/ai-vs-bpo-foundevers-transformative-journey/</link>
		
		<dc:creator><![CDATA[Taras Semeniuk]]></dc:creator>
		<pubDate>Fri, 06 Jun 2025 09:32:12 +0000</pubDate>
				<category><![CDATA[Podcast]]></category>
		<category><![CDATA[BPO]]></category>
		<category><![CDATA[Contact Centre]]></category>
		<category><![CDATA[Contact centre ai]]></category>
		<category><![CDATA[generative AI]]></category>
		<category><![CDATA[LLMs]]></category>
		<guid isPermaLink="false">https://vux.world/?p=15186</guid>

					<description><![CDATA[In this episode, we talk to Guillaume Laporte, Chief AI Officer at Foundever - a $4 billion BPO giant with 150,000 employees worldwide.]]></description>
		
		
		
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		<title>How Decathlon made messaging matter with a little help from AI</title>
		<link>https://vux.world/how-decathlon-made-messaging-matter-with-a-little-help-from-ai/</link>
		
		<dc:creator><![CDATA[Ben McCulloch]]></dc:creator>
		<pubDate>Thu, 10 Aug 2023 11:09:29 +0000</pubDate>
				<category><![CDATA[Articles]]></category>
		<category><![CDATA[AI]]></category>
		<category><![CDATA[automation]]></category>
		<category><![CDATA[Contact Centre]]></category>
		<category><![CDATA[messaging]]></category>
		<guid isPermaLink="false">https://vux.world/?p=13210</guid>

					<description><![CDATA[Learn how Decathlon transitioned from a traditional contact centre to automating 50% of all customer contacts while increasing agent productivity and customer satisfaction.]]></description>
		
		
		
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		<title>How to achieve better customer service during seasonal spikes</title>
		<link>https://vux.world/how-to-achieve-better-customer-service-during-seasonal-spikes/</link>
		
		<dc:creator><![CDATA[Ben McCulloch]]></dc:creator>
		<pubDate>Mon, 19 Dec 2022 12:18:01 +0000</pubDate>
				<category><![CDATA[Articles]]></category>
		<category><![CDATA[AI]]></category>
		<category><![CDATA[automation]]></category>
		<category><![CDATA[Contact Centre]]></category>
		<category><![CDATA[Customer service]]></category>
		<category><![CDATA[CX]]></category>
		<category><![CDATA[Retail]]></category>
		<guid isPermaLink="false">https://vux.world/?p=12520</guid>

					<description><![CDATA[We’ve written about novel uses of personas, how AI improves a human’s work, and how holistic AI is the future of customer service. There’s countless ways those concepts can be applied to organisations. Let’s consider seasonal spikes. Everyone has experienced seasonal spikes in some form or other; whether that’s as an employee or as a [&#8230;]]]></description>
		
		
		
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		<title>Top 10 conversational AI trends for 2023</title>
		<link>https://vux.world/top-10-conversational-ai-trends-for-2023/</link>
		
		<dc:creator><![CDATA[Ben McCulloch]]></dc:creator>
		<pubDate>Thu, 01 Dec 2022 10:00:18 +0000</pubDate>
				<category><![CDATA[Articles]]></category>
		<category><![CDATA[Contact Centre]]></category>
		<category><![CDATA[conversational ai]]></category>
		<category><![CDATA[digital human]]></category>
		<category><![CDATA[predictions]]></category>
		<category><![CDATA[user experience]]></category>
		<guid isPermaLink="false">https://vux.world/?p=12428</guid>

					<description><![CDATA[Vonage hosted the ‘What’s Next for Conversational AI’ panel during VUX @ VOICE22, a full day of VUX World programming at VOICE22 in Arlington, VA. The panelists Tim Holve (Vonage), Tarren Corbett-Drummond (Ericsson), Arte Merritt (AWS) and Kevin Fredrick (OneReach.ai) were joined by Kane Simms. So, what did this &#8220;mind blowing panel of talented professionals&#8221; [&#8230;]]]></description>
		
		
		
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		<item>
		<title>Why should you measure bots like humans?</title>
		<link>https://vux.world/why-should-you-measure-bots-like-humans/</link>
		
		<dc:creator><![CDATA[Ben McCulloch]]></dc:creator>
		<pubDate>Wed, 16 Nov 2022 13:30:33 +0000</pubDate>
				<category><![CDATA[Articles]]></category>
		<category><![CDATA[automation]]></category>
		<category><![CDATA[bot]]></category>
		<category><![CDATA[Contact Centre]]></category>
		<category><![CDATA[customer satisfaction]]></category>
		<category><![CDATA[metric]]></category>
		<category><![CDATA[score]]></category>
		<category><![CDATA[white paper]]></category>
		<guid isPermaLink="false">https://vux.world/?p=11961</guid>

					<description><![CDATA[You’ll get a variety of answers if you ask anyone with a call centre bot how they measure its success. They might measure containment rates (how many callers were serviced by the bot without any help from a human agent). They might also measure CSAT (customer satisfaction score) and NPS (net promoter score). Those are [&#8230;]]]></description>
		
		
		
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		<item>
		<title>Holistic AI services: the future of CX?</title>
		<link>https://vux.world/holistic-ai-services-the-future-of-cx/</link>
		
		<dc:creator><![CDATA[Ben McCulloch]]></dc:creator>
		<pubDate>Tue, 15 Nov 2022 10:01:12 +0000</pubDate>
				<category><![CDATA[Articles]]></category>
		<category><![CDATA[Contact Centre]]></category>
		<category><![CDATA[Customer experience]]></category>
		<category><![CDATA[holistic ai]]></category>
		<category><![CDATA[service design]]></category>
		<category><![CDATA[technology]]></category>
		<guid isPermaLink="false">https://vux.world/?p=12358</guid>

					<description><![CDATA[We have best practices when implementing Conversational AI – find the repetitive tasks you do every day that don’t require analytical thought to solve, and then see if they can be solved with an automated system. We know it works. That’s great. We have a starting point! But what’s after that? If you tackle the [&#8230;]]]></description>
		
		
		
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		<item>
		<title>Check out Florida Blue’s multimodal marvel!</title>
		<link>https://vux.world/check-out-florida-blues-multimodal-marvel/</link>
		
		<dc:creator><![CDATA[Ben McCulloch]]></dc:creator>
		<pubDate>Wed, 28 Sep 2022 14:14:25 +0000</pubDate>
				<category><![CDATA[Articles]]></category>
		<category><![CDATA[Case study]]></category>
		<category><![CDATA[Contact Centre]]></category>
		<category><![CDATA[financial services]]></category>
		<category><![CDATA[insurance]]></category>
		<category><![CDATA[IVR]]></category>
		<category><![CDATA[kore ai]]></category>
		<category><![CDATA[use case]]></category>
		<guid isPermaLink="false">https://vux.world/?p=12236</guid>

					<description><![CDATA[Where’s the best place to start your automation journey? Look for an issue you deal with every day that doesn’t require analytical thought to solve. Florida Blue’s work with Kore AI provides an excellent example of what we mean! A perfect use case Florida Blue is an American health insurance provider. Their contact centre was [&#8230;]]]></description>
		
		
		
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		<item>
		<title>How ABN AMRO bank developed AI maturity</title>
		<link>https://vux.world/how-abn-amro-bank-developed-ai-maturity/</link>
		
		<dc:creator><![CDATA[Ben McCulloch]]></dc:creator>
		<pubDate>Wed, 27 Jul 2022 09:31:29 +0000</pubDate>
				<category><![CDATA[Articles]]></category>
		<category><![CDATA[assistant]]></category>
		<category><![CDATA[banking]]></category>
		<category><![CDATA[Case study]]></category>
		<category><![CDATA[chatbot]]></category>
		<category><![CDATA[Contact Centre]]></category>
		<category><![CDATA[maturity]]></category>
		<category><![CDATA[Strategy]]></category>
		<guid isPermaLink="false">https://vux.world/?p=11867</guid>

					<description><![CDATA[Although conversational AI has decades of history, there’s relatively few companies around who you would call mature in AI terms. But here&#8217;s one. Holland’s ABN AMRO bank has had a conversational AI department since 2017 and has grown rapidly to an enterprise-wide conversational AI system, a team of 40, and various chatbots for customers and [&#8230;]]]></description>
		
		
		
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