AI is everywhere in customer experience, yet few organisations are turning that excitement into measurable business outcomes.
We recorded this episode at the CCW UK Summit in May, capturing some of the key conversations shaping customer experience, service and AI.
We’re joined by Paul Cuglietta, Customer Services Director at Simplyhealth, and Paul Atkins, Head of Business Optimisation at Simplyhealth, alongside Shane Lynn, CEO and Founder of EdgeTier, to explore what successful AI adoption really looks like.
We discuss how Simplyhealth scaled generative voice AI with PolyAI from 5% to 50% of interactions and how the company uses EdgeTier’s conversational intelligence platform to turn everyday customer conversations into actionable business insights. We also cover why organisations should start with real business problems rather than chasing the latest AI trends.
Simplyhealth funnels its conversational data through a prioritisation process to decide which customer journey improvements to make first. The team explains why progress comes from small measurable iterations and how they keep a human in the loop to handle the moments that automation should not touch.
We also weigh in on where the AI narrative is overhyped, where its real value remains underutilised, and why the unglamorous work of digging through conversations to fix broken policies and processes is where genuine impact happens.
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Show notes
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