VUX World

Author: Kane Simms

Interviews with the best brains in AI, sharing how to improve customer experience and business operations using emerging AI technologies such as voice AI, conversational AI, NLP, Large Language Models (LLMs), generative AI and more.We educate business leaders and teams on why and how AI technologies are revolutionising the way consumers engage with businesses and the internet, why that matters and how to implement it properly.One of the most consistently insightful and deeply respected podcasts in the industryBradley Metrock, Score Publishing Hosted on Acast. See acast.com/privacy for more information.
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Language: en

Genres: Arts, Design, Technology

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From TOBi to Super TOBi. Vodafone's AI Evolution with Jordan Anglin
Thursday, 2 July, 2026

In this episode, recorded at the CCW UK Summit, we’re joined by Jordan Anglin from Vodafone to explore the company's approach to customer experience and how AI supports faster, more seamless issue resolution across digital and human channels.Jordan explains how Vodafone combines its AI assistant, TOBi, asynchronous messaging, and dedicated resolution teams to reduce customer effort, eliminate repetitive conversations, and create genuine ownership from start to finish. Jordan also shares how AI is improving frontline performance through agent assistance, conversation summaries, quality assurance and real-time guidance, while offering a practical perspective on where large language models deliver real value and where they fall short.Jordan closes with his take on where AI attention in customer experience is currently misplaced, and where he sees low-hanging fruit that's easy to miss.Show notesDiscover the CCW Europe Summit in Amsterdam: ⁠https://europe.customercontactweekdigital.com/events-ccweurope/?utm_source=vux.world&utm_medium=Media%20Partner&utm_campaign=27400.010_VUX_Podcast%20episodes%20post%20event&utm_term=&utm_content=&disc=&extTreatId=7638147⁠Follow Jordan on LinkedIn: ⁠⁠⁠⁠⁠https://www.linkedin.com/in/jordan-anglin-a2672610b/⁠⁠⁠⁠Follow Kane on LinkedIn: ⁠⁠⁠⁠https://www.linkedin.com/in/kanesimms⁠⁠⁠Take our AI Maturity Assessment: ⁠⁠⁠⁠https://vuxworld.typeform.com/to/a26bf9Rr?utm_source=podcast&utm_medium=audio⁠⁠Subscribe to VUX World: ⁠⁠⁠⁠ https://vuxworld.typeform.com/to/Qlo5aaeW?utm_source=podcast&utm_medium=audio ⁠⁠Subscribe to The AI Ultimatum Substack: ⁠⁠⁠⁠ https://open.substack.com/pub/kanesimms⁠