Breaking the Doom Loop in IT Service Management - with Phil Christianson of Xurrent

Neil Bhandar, Chief Data Analytics Officer for Generac. Generac is a U.S.-based industrial manufacturer that designs and produces a wide range of power solutions—including portable, residential standby, commercial, and industrial generators, along with automatic transfer switches and related accessories. Neil joins Emerj Editorial Director Matthew DeMello on today’s show to explore how companies can make smarter decisions around compute and storage—without falling into the trap of overbuilding for marginal gains. Drawing from his deep background in both business and analytics, Bhandar explains why many infrastructure conversations go off-course by starting with technical specs instead of strategic outcomes. He shares real-world examples of when less compute — and less data — actually delivers more value and why thinking in 3–6 month increments is key to making sustainable, cost-effective choices in today’s fast-moving AI landscape. Want to share your AI adoption story with executive peers? Click emerj.com/expert2 for more information and to be a potential future guest on the ‘AI in Business’ podcast! This episode is sponsored by Pure Storage. Learn how brands work with Emerj and other Emerj Media options at emerj.com/ad1.

Today’s guest is Josh Haddock, Director of Contact Center Technology at Herbalife. Herbalife is a global health and wellness company that develops and sells nutritional products, personal care items, and weight management solutions through a network of independent distributors. With operations in over 90 countries, Herbalife combines direct selling with a strong focus on community, personal coaching, and customer education. Josh joins the program to share how his team is redefining customer and distributor support in a highly relationship-driven business. Josh explains why adopting AI in the contact center starts with understanding the full journey—from digital engagement to live conversations—and why personalization is about more than just using someone’s name. He also contrasts Herbalife’s service model with his experience in financial services, where interactions are more transactional and easier to automate. The discussion highlights how Herbalife is leveraging AI for internal efficiencies like call summarization while carefully evaluating the risks and transparency challenges of deploying generative AI directly to distributors. Want to share your AI adoption story with executive peers? Click emerj.com/expert2 for more information and to be a potential future guest on the ‘AI in Business’ podcast! If you’ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Today’s guest is Phil Christianson, Chief Product Officer at Xurrent. Xurrent is an IT service management platform that helps large organizations coordinate incident response and improve system reliability. They serve clients across healthcare, government, and financial services and are known for their focus on post-incident accountability and automation. Phil joins Emerj Editorial Director Matthew DeMello on today’s episode to explore how AI can help break this cycle and build lasting resilience, drawing from years of experience in fintech, e-commerce, and enterprise IT. Phil outlines how war rooms — once a necessary constant in tech operations—are evolving with automation and machine learning, enabling faster response times, cleaner postmortems, and real accountability. He emphasizes how IT’s central role in most organizations uniquely positions the function to lead AI adoption — provided the right technology, executive backing, and cultural readiness are in place. Want to share your AI adoption story with executive peers? Click emerj.com/expert2 for more information and to be a potential future guest on the ‘AI in Business’ podcast! This episode is sponsored by Xurrent. Learn how brands work with Emerj and other Emerj Media options at emerj.com/ad1.

Today’s guest is Brad Kennedy, Senior Director of Business Solutions Strategy at Orlando Health — a not-for-profit healthcare organization headquartered in Florida. With years of experience leading innovation and patient experience programs in hospital systems, Brad joins Emerj Managing Editor Matthew DeMello on the show today to explore how healthcare leaders can turn emerging technologies into measurable improvements for patients and clinical teams. He explains how federal policy has elevated patient experience to a top-level business concern and why small, incremental wins — particularly in AI-driven clinical decision support — are proving the value of innovation on the ground. The conversation also explores the real barriers to adoption in clinical environments, from provider trust and workflow integration to building a compelling business case that secures legal, IT, and leadership buy-in. This episode is sponsored by Productive Edge. Learn how brands work with Emerj and other Emerj Media options at emerj.com/ad1. Want to share your AI adoption story with executive peers? Click emerj.com/expert2 for more information and to be a potential future guest on the ‘AI in Business’ podcast!

Today’s guest is Itumeleng Masunyane, Senior Vice President of Internal Audit at Amicorp Group. Amicorp provides corporate management, financial markets, and fund administration services with a strong presence in emerging markets. Itumeleng joins Emerj Editorial Director Matthew DeMello on the show to discuss the expanding role of AI in internal audit — moving beyond compliance into broader strategic influence across the enterprise. She shares how AI is enabling real-time risk monitoring, automating routine audit tasks, and helping internal audit teams generate timely insights for business leaders. Their conversation also explores how audit functions can reposition themselves as key players in digital transformation efforts and what foundational shifts in data infrastructure and team culture are needed to support that evolution. For audit and risk leaders, Itumeleng offers a grounded perspective on where AI is already making a measurable impact — and why human judgment remains essential for interpreting results, advising stakeholders, and driving long-term value. The views expressed by Itumeleng on today’s program do not reflect that of Amicorp or its leadership. This episode is sponsored by MindBridge. Learn how brands work with Emerj and other Emerj Media options at emerj.com/ad1. Want to share your AI adoption story with executive peers? Click emerj.com/expert2 for more information and to be a potential future guest on the ‘AI in Business’ podcast!

Today’s guest is Arun Subramaniyan, Founder and CEO of Articul8. After earning his PhD simulating jet engines and leading GE's digital twin revolution, he's helping Articul8 build domain-specific AI solutions for the world's most complex industries - from Wall Street to electrical grids and aerospace design. Arun joins us on today’s show to share why simply plugging in large language models isn’t enough for industries with complex, high-stakes processes. Arun explains how enterprises can move beyond general-purpose AI by creating domain-specific models that understand specialized terminology and data, and how orchestration frameworks—what he calls the “Model Mesh”—enable these models to work together dynamically to answer nuanced business questions. Want to share your AI adoption story with executive peers? Click emerj.com/expert2 for more information and to be a potential future guest on the ‘AI in Business’ podcast! This episode is sponsored by Articul8. Learn how brands work with Emerj and other Emerj Media options at emerj.com/ad1.

Today’s guest is Joe Troy, Senior Manager of Sight Risk at Amazon. Joe leads efforts to harness AI-powered video intelligence to transform retail security and operational workflows. With extensive experience in risk management and physical security, Joe joins Emerj Managing Editor Matt DeMello to discuss how AI is accelerating investigations, reducing labor costs, and enabling real-time fraud and safety alerts. He unpacks how video intelligence is shifting security teams from reactive surveillance roles to proactive business partners focused on enhancing customer experience and operational efficiency. Joe also shares practical advice for retail leaders on adopting AI-driven video systems responsibly, balancing enablement with privacy and trust considerations. This episode is sponsored by Solink. Learn how brands work with Emerj and other Emerj Media options at emerj.com/ad1.Want to share your AI adoption story with executive peers? Click emerj.com/expert2 for more information and to be a potential future guest on the ‘AI in Business’ podcast!

Today’s guest is Michael Zaiac, Head of Medical Oncology for Europe and Canada at Daiichi Sankyo. Michael joins the platform in a special episode focused on how AI is driving measurable ROI in clinical trials — particularly in eligibility and driving diversity in patient populations. Their conversation explores how life sciences teams are applying advanced analytics to accelerate enrollment, improve diversity in study populations, and reduce time to trial completion. Michael also shares where generative AI is beginning to play a role in patient-facing materials, including simplified consent forms and study summaries. Throughout the episode, Michael emphasizes the importance of early stakeholder alignment, regulatory transparency, and the discipline required to deploy AI responsibly in high-risk clinical environments. This episode is sponsored by Medable. Learn how brands work with Emerj and other Emerj Media options at emerj.com/ad1. Want to share your AI adoption story with executive peers? Click emerj.com/expert2 for more information and to be a potential future guest on the ‘AI in Business’ podcast!

Today’s guest is Miranda Jones, SVP Data & AI Strategy Leader at Emprise Bank, to explore how banks can design AI systems that balance compliance obligations, customer expectations, and employee experience. Miranda unpacks why explainability shouldn’t be an afterthought—and how embedding transparency into AI workflows helps institutions avoid costly rework and build trust across all stakeholders. She discusses the importance of co-designing solutions with the people closest to the work and why slowing down to define meaningful KPIs is essential to long-term success. Want to share your AI adoption story with executive peers? Click emerj.com/expert2 for more information and to be a potential future guest on the ‘AI in Business’ podcast! This episode is sponsored by Searce. Learn how brands work with Emerj and other Emerj Media options at emerj.com/ad1.

Today’s guest is Marc Fredman, Chief Strategy Officer at CCC Intelligent Solutions. Marc joins Emerj CEO and Head of Research Daniel Faggella to discuss how leading insurers are using AI to manage growing complexity across the insurance supply chain — from vehicle damage assessment to claim settlement and subrogation. He breaks down where AI is already delivering value across the claims process — including computer vision for total loss prediction, generative AI for document summarization, and predictive analytics for early subrogation detection. Marc emphasizes the need for insurers to shift their mindset from siloed departments to orchestrators of an interconnected “insurance economy” involving repair shops, OEMs, medical providers, and more. He also shares strategies for adopting AI at scale — starting with quick-win use cases that fund the journey, designing pathways to production, and integrating AI side by side with human expertise to improve speed, accuracy, and customer experience. Want to share your AI adoption story with executive peers? Click emerj.com/expert2 for more information and to be a potential future guest on the ‘AI in Business’ podcast! Learn how brands work with Emerj and other Emerj Media options at emerj.com/ad1.