E22: Part 1 - How AI Is Rewiring the Contact Center - Special Guests Tim Knox and Michael Clark

E25: Why we took some time off !! AI Insights and Future Trends in Tech

In this episode of Power Time, Matt and Scott dive deep into the transformative changes sweeping the AI landscape. After a two-month break to recalibrate and strategize for the year ahead, they discuss the insights they've gained on industry trends and the significance of generative AI in platform configurations. With plans to welcome influential guests and share valuable perspectives, Matt and Scott reflect on their experiences in the tech world and the exciting developments on the horizon. Tune in for a thought-provoking conversation that promises to reshape your understanding of AI and its future implications.

E24 : Power Time Predictions: Invisible CRMs, Personal AI & the Robot Rise

In this episode of "Power Time Predictions," hosts Nathan, Brent, Matt, and Scott analyze last year's forecasts and present new predictions for the upcoming year. They delve into key topics such as AI adoption, Copilot integration, the evolution of the Power Platform, and the emergence of invisible CRMs as a behavioral memory layer. The discussion also highlights personal AI assistants, advancements in robotics, and geopolitical shifts in model leadership. Listeners will gain valuable insights into customer adoption, governance challenges, and practical strategies for developers, solution engineers, and business leaders navigating the evolving AI landscape.

E21: David Walker Group CTO Westpac Bank - How AI Will Transform Banking & Westpac's Vision for AI

In this episode, Westpac Group CTO David Walker shares insights into the bank's integrated approach to artificial intelligence, detailing initiatives like Copilot, GitHub tools, and the Growth Labs’ AI Shark Tank. He elaborates on the "My Digital Twin" vision and the bank's strategic partnerships with Microsoft aimed at modernizing legacy systems. Join us as we discuss the transformative potential of AI in enhancing engineer productivity, navigating compliance, and exploring innovative trends such as humanoid robots and agent-to-agent interactions that could redefine customer experiences.

Special Edition - Kids Helpline's Tracy Adams on the 24/7 Campaign and Why the Contact Centre Is Crucial for Young People

In this special edition episode, hosts Scott and Matt welcome Tracy Adams, CEO of Your Town and Kids Helpline, to discuss the vital role of technology in transforming mental health support for children. Tracy shares insights on how Kids Helpline is harnessing AI and innovative technologies to enhance service delivery, improving response times and personalizing care for young people in need. The conversation also delves into their strategic goals for outreach and maintaining human connection in counseling as technology evolves. Additionally, learn about the upcoming 24/7 Giving Day campaign to ensure that every child has access to the professional help they require.

E22: Part 1 - How AI Is Rewiring the Contact Center - Special Guests Tim Knox and Michael Clark

In this first part of a two-part series, industry leaders Tim Knox and Michael Clark delve into the significant ways AI is reshaping contact centers. They explore topics such as real-time intent detection, transcription capabilities, and the implementation of AI-driven front-ends, while also addressing regulatory challenges in the finance sector. This conversation highlights practical use cases, the evolving role of human agents, and strategic discussions on the future of contact center technology over the next 12 to 18 months, making it essential for anyone considering transformation in this space.