3277: Hexaware Reimagines Customer Experience Through Agentic AI

What happens when automation grows and learns to think, reason, and adapt? That is precisely what I explored in today's episode with Kumar Bennet, Executive Vice President and Global Head of Business Process Services at Hexaware Technologies. As the enterprise world braces for rapid AI-driven change, Bennet joined me to unpack how agentic AI quietly transforms customer experience from the ground up. Bennet explains how agentic AI is fundamentally different from earlier forms of automation. We go beyond the buzzwords to explore how these intelligent systems retain business context, plan and execute tasks with autonomy, and collaborate with other agents to deliver meaningful outcomes. This isn't just a new toolset for organizations focused on ROI, customer satisfaction, and operational efficiency. It is a new way of working. One of the most compelling parts of our conversation centered around AI-powered voice translation. Bennet clearly shows what happens when language ceases to be a barrier. Service agents are no longer required to be fluent in dozens of languages. Instead, they can focus on empathy, listening, and resolution while AI handles translation in real time. We also explore how these technologies reduce stress on customer service staff, giving them more meaningful roles and the tools to thrive. Of course, no digital transformation is complete without understanding the people behind it. Bennet shares thoughtful insights on change management, addressing customer trust and employee concerns. We discuss how AI can empower rather than replace, and why organizations must be intentional about communication, leadership development, and cultural shift. From multilingual support to hyper-personalized customer journeys, and AI assistants to back-end process orchestration, agentic AI is no longer a future concept. It is already here. But are enterprises prepared for a world where customers and AI agents interact seamlessly, at scale, daily? What does the rise of intelligent agents mean for your business?

What happens when access to advanced AI models is no longer the real differentiator, and the true advantage lies in how businesses leverage their own data? At the AWS Summit in London, I sat down with Rahul Pathak, Vice President of Data and AI Go-to-Market at AWS, to unpack this question and explore how organisations are moving beyond experimentation and into large-scale generative AI adoption. Recorded live on the show floor, this conversation explores how AWS is supporting customers at every layer of their AI journey. From custom silicon innovations like Trainium and Inferentia to scalable services like Bedrock, Q Developer, and SageMaker, AWS is giving businesses the infrastructure, tools, and flexibility to innovate with confidence. Rahul shared how leading organisations such as BT Group, SAP, and Lonely Planet are already applying these tools to reduce costs, speed up development cycles, and deliver tailored experiences that would have been unthinkable just a few years ago. A key theme that emerged in our discussion is that data, not just models, is the true foundation of effective AI. Rahul explained why unifying data across silos is critical and how AWS is helping companies create more intelligent applications by connecting what they uniquely know about their business to powerful AI capabilities. We also addressed the operational realities of AI deployment. From moving proof-of-concept projects into production to meeting the growing demand for responsible AI, the challenges are shifting. Organisations are now focused on trust, security, transparency, and measurable value. If you're leading digital transformation and wondering how to scale AI solutions that deliver on business outcomes, this episode provides practical insight from someone at the center of the industry. How will your business stand out in a world where every company has access to AI models, but only a few know how to apply them with purpose?

In today’s episode of Tech Talks Daily, I sit down with Christian Reilly, Field CTO for EMEA at Cloudflare, the Connectivity Cloud company, to examine the latest findings from their cybersecurity research and what they reveal about how prepared different industries really are. While sectors like IT, gaming, and financial services have seen a higher volume of cyberattacks, they also report greater readiness and resilience. In contrast, industries like education and healthcare, although less frequently targeted, remain far less prepared to defend against growing threats. This gap raises important questions about how organizations approach security depending on their legacy systems, revenue models, and digital maturity. Christian brings years of frontline experience to the discussion and shares actionable insights into how companies can build cybersecurity strategies that not only protect but also improve performance. From the shift toward zero trust architecture to the critical role of board-level engagement, we explore how forward-thinking organizations are rethinking the role of cybersecurity in modern digital operations. He explains why simplicity often beats complexity, and how reducing friction for end users is key to long-term resilience. We also look ahead to some of the key trends shaping the future of security. Christian dives into the challenges posed by emerging technologies such as quantum computing, AI, and the explosion of data generated by IoT and smart infrastructure. He stresses the importance of preparing now for scenarios like Harvest Now, Decrypt Later, and why organizations need to begin thinking seriously about post-quantum cryptography. On the human side, Christian outlines what effective training looks like today and how to shift employee culture from compliance to awareness. If you're wondering how to stay one step ahead of evolving threats, this conversation offers a wealth of insight from the heart of the Connectivity Cloud. How is your organization preparing for what’s coming next?

In today's episode of Tech Talks Daily, I reconnect with Abnormal AI's CIO, Mike Britton, to explore one of the most pressing topics in the tech world—AI regulation and cybersecurity.  Speaking from his base near Dallas, Mike brings a pragmatic perspective shaped by decades of experience at the intersection of enterprise technology and security. As the debate around artificial intelligence evolves, we examine the growing divide between the United States and Europe on regulatory approaches and what business leaders can learn from each side. While Europe takes a more cohesive, application-based approach, the US remains fragmented, relying on state-by-state policies and sector-specific laws. Mike unpacks why this patchwork complicates global alignment and what an effective risk-based, standardized framework might look like. He argues that regulation must focus on how AI is applied, not just its scale, especially as the technology becomes embedded in everything from healthcare to email automation. We also touch on the unintended consequences of overregulation, including the risk of pushing innovation into regions with fewer safeguards. As Abnormal Security works with some of the world's largest brands, Mike offers a frontline view into how threat actors are already leveraging AI to outpace traditional defenses. His insights reinforce the need for transparency, human oversight, and "kill switches" to ensure AI remains a tool for good, not a liability. From real-world examples to strategic recommendations, Mike outlines what CIOs and CISOs need to know now. His advice is clear, grounded, and actionable, whether embracing regulatory sandboxes, staying alert to geopolitical nuances in AI models, or maintaining continuous learning in a fast-moving space. So, how do we keep innovation ethical and secure in a world where AI is moving faster than ever? And what steps should technology leaders take to avoid falling behind or losing control of the tools meant to drive progress?

As artificial intelligence continues to reshape how we work, lead, and interact, the need for emotionally intelligent and human-centered leadership has never been more urgent. In this episode of Tech Talks Daily, I sit down with Jen Croneberger, the Founder and Chief Inspiration Officer at The Human Leadership Institute, to explore how relational leadership guides organizations through the noise and complexity of rapid AI adoption. With a background in sports and performance psychology and a career that spans working with elite athletes, government agencies, and global brands like Nike and Samsung, Jen brings a rare perspective to the conversation around AI. She argues that amidst all the automation and data, our ability to build trust, communicate transparently, and stay grounded in shared values will define success moving forward. Throughout the conversation, Jen makes the case that leaders today cannot rely on technical skills alone. They must create cultures of psychological safety, model adaptability, and foster a clear understanding of how AI can enhance rather than replace human capabilities. We also dive into some of the more challenging topics, including the ethical implications of AI, resistance to change, and why some employees struggle to see a future where they coexist with intelligent machines. What I found particularly insightful was Jen's ability to draw parallels between leading teams in high-stakes athletic environments and leading through tech transformation. Whether it's building resilience after a setback or navigating uncertain outcomes with confidence, the same foundational principles apply. As we look to a future where AI is embedded in every business layer, Jen's message is timely and practical. If you are a leader wondering how to support your teams through disruption without losing the soul of your culture, this episode will give you plenty to reflect on. How will you lead in a world where machines are intelligent, but people still need to feel seen?

How prepared is your business for a ransomware attack? Not just to prevent it, but to continue operating when it happens. In this episode, I sit down with Trevor Dearing, Director of Critical Infrastructure at Illumio, to discuss the latest findings from their global ransomware report and what they reveal about cyber resilience. Trevor shares insight from a survey of more than 3,000 organisations across multiple sectors. The most concerning figure is that 58 percent of those impacted by ransomware were forced to halt operations. That number has risen sharply from 43 percent just two years ago. Despite this, many businesses in the UK still avoid reporting attacks, often due to fears around reputational damage or potential retaliation. Trevor explains why that reluctance is misguided and how public support, improved infrastructure, and more explicit government guidance could encourage more transparency. We also explore the rise of containment as a more practical and cost-effective approach than prevention alone. Rather than trying to stop every attack at the perimeter, organisations are learning how to isolate and limit damage quickly. Trevor explains how zero trust architecture, microsegmentation, and one-click containment tools are being used to keep systems operational even during an incident. Only 13 percent of organisations believe their cyber resilience exceeds what is required. Trevor helps us understand why this number remains low and where organisations should focus to shift from vulnerability to resilience. From evolving regulations to future applications of AI in security, this conversation covers what leaders need to know if they prepare for the next generation of cyber threats. To access Illumio’s full ransomware report, visit illumio.com. Is your cyber resilience strategy built for recovery, or just defense?

Amid the buzz of the AWS Summit in London, I sat down with Eiso Kant, the CTO and Co-Founder of Poolside, to explore how his team is reshaping the future of software development through AI. This conversation was recorded right on the show floor inside a surprisingly sleek podcast booth at the ExCel, where Eiso unpacked what sets Poolside apart in a space many claim to be in but few truly build for. Poolside is not just another AI company. It's one of a handful globally that is actually training foundation models from the ground up. While most firms are chasing general-purpose AI, Poolside has chosen a different path. They focus solely on empowering software developers inside high-consequence environments, such as banking, defense, and major global retailers. These are systems where precision and security matter, and where AI can drive measurable gains in productivity and reliability. What struck me during this discussion is how deliberately Poolside has been built for enterprise use from the start. Their model doesn’t just live in the cloud. It is designed to live within the customer’s own infrastructure, whether that’s in their private AWS environment or even on-prem. This focus on data privacy, security, and customizability is helping Poolside win trust where it counts most. And the partnership with AWS takes this a step further, making it easier for enterprises to deploy Poolside’s AI within existing cloud frameworks while meeting strict governance requirements. Eiso explained that Poolside doesn’t just throw larger models at problems. Instead, they use reinforcement learning from code execution, training on millions of real codebases and test suites. This approach helps the model go beyond autocomplete and simple bug fixes. It’s now stepping into longer, more complex tasks, nudging us closer to a future where AI could serve as a true teammate for software engineers. We also tackled one of the most important discussions in AI today: whether this is a cost-cutting tool or a productivity multiplier. Eiso didn't dodge the nuance. While some may use AI to reduce headcount, Poolside’s focus is on enabling companies to build more, ship faster, and innovate with greater speed. That shift is not about replacing people. It's about creating leverage for development teams under pressure to deliver more in less time. If you're a CTO, CIO, or engineering leader, this episode is packed with practical insights. Whether it's understanding the ROI of AI-assisted development, the importance of retaining control of your own models, or how to think about enterprise-grade security in the age of LLMs, there's a lot here to digest. So how should we really be thinking about AI in the enterprise? Is it a partner, a tool, or the beginning of an entirely new workforce paradigm? Tune in to find out.

What if the food you eat could not only affect how you feel today but also determine how many healthy years you’ll have in the future? In this episode of Tech Talks Daily, I sit down with Jonathan Wolf, the co-founder and CEO of Zoe, to explore how advanced science, AI, and data are reshaping our understanding of nutrition and health. Jonathan shares the remarkable journey of building Zoe from an idea into a leading science and nutrition company that has reached hundreds of thousands of users. From a background in physics and ad tech to pioneering personalized nutrition, Jonathan has led Zoe through significant milestones, including publishing more than 70 peer-reviewed papers and developing tools that empower individuals to understand their microbiomes, track real-time health markers, and make lasting changes to their diet. We also dive into the technology powering Zoe's new free app launch in the US, which aims to help consumers see what’s really in their food. Through food photo recognition, AI-driven analysis, and a unique risk scale for processed food, Zoe is offering a tool that could change how people choose what they eat. Jonathan explains why ultra-processed foods are a major public health concern and how empowering individuals with knowledge is the first step toward lasting change. Beyond product features, this conversation also unpacks the tension between rigorous scientific integrity and business growth, the importance of behavior change, and the broader implications for public health. Whether you're interested in the future of AI in healthcare, building a purpose-driven tech company, or simply making smarter food decisions, this episode will leave you thinking differently about what’s on your plate. How can personalized nutrition move from science labs into daily life, and what role should tech leaders play in that shift?

How do you teach financial literacy to a generation that’s grown up swiping on social media, watching crypto rise and fall, and navigating economic uncertainty before they’ve even finished university? That’s the question Aleksandra Medina set out to answer when she co-founded Frich—a social finance app built with Gen Z in mind. In this episode, I sit down with Aleksandra, the CPO and co-founder of Frich, to explore how she and her team are redefining financial wellness for the next generation. Born out of a small New York apartment and their own shared frustrations with managing money, Frich isn’t your typical finance app. It gives users a way to benchmark their spending and saving against their peers, sparking conversations around topics often ignored—like how much support you’re getting from your parents, or whether you’re overpaying on rent compared to people your age. With over 800,000 users and partnerships with banks, credit unions, and fintechs, Frich has become a trusted tool in a space where many young people feel overlooked. Aleksandra explains how her role as Chief Product Officer puts her at the intersection of tech and impact, designing an app that’s as much about psychology and transparency as it is about numbers. We also talk about what it’s like raising funds as a first-time founder during a period of economic headwinds, and why Gen Z’s financial potential is often underestimated. Throughout our conversation, we explore why open dialogue is key to improving financial well-being and how Frich uses gamified, community-driven insights to make those dialogues easier and more fun. From daily polls to data-driven recommendations, the app flips the script on traditional financial advice, replacing lectures with real-world relevance. Is Gen Z as financially lost as some headlines suggest? Or are they simply lacking the right tools and data to guide their decisions? Frich is betting on the latter. Where are you benchmarking your financial reality? And how might a little more transparency change the way you approach money?  

In today’s episode, I had the opportunity to speak with Rafael Carazo Salas, a scientist, entrepreneur, and the CEO and founder of CellVoyant. This is a conversation that goes beyond the hype around AI to reveal how machine learning is reshaping the future of healthcare in ways that are both profound and immediate. CellVoyant, a spinout from the University of Bristol, is using AI and advanced imaging technology to solve one of the most persistent challenges in biotech: the cost, time, and complexity involved in developing cell therapies. Rafael explained how his team is applying real-time microscopy and predictive AI to monitor and guide cell behavior. This approach doesn’t rely on invasive techniques that destroy the very cells being studied. Instead, it enables a clearer path forward in cell therapy development by understanding how cells behave and adapt over time. We explored several impactful examples, from CAR-T therapies for blood cancers to emerging treatments for Parkinson’s disease and type 1 diabetes. Rafael drew comparisons to Google Maps, describing how CellVoyant’s platform builds dynamic roadmaps for cell development, allowing scientists to correct course in real time. It’s a shift in how we think about drug development, one that has the potential to lower costs and increase access to life-saving treatments. Beyond the science, Rafael shared his insights on the UK’s biotech ecosystem, the role of academic spinouts, and why now is a strategic moment for the UK to establish itself as a global leader in AI-powered biotech. As political and economic conditions shift in other parts of the world, he sees a window of opportunity to attract talent, drive innovation, and strengthen commercialisation. So how far can AI go in transforming biotech, and what role will companies like CellVoyant play in making advanced therapies available to all? Tune in to find out.