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Hosts Scott and Matt return after an 8 week break to unpack the fast-moving AI landscape, why they paused the show, and how AI is transforming platform configuration, demos and product delivery. They discuss Copilot Studio and agents, open-claw/local models, Power Studio (their new podcast tool), …
Westpac Group CTO David Walker explains how the bank is embedding AI across its business — from Copilot and GitHub tools to Growth Labs’ AI Shark Tank — and details the "My Digital Twin" vision, agent-driven services, and partnerships with Microsoft to modernize legacy systems. The episode covers …
On this episode of Power Time, hosts Scott and Matt welcome Jennifer lowery from Microsoft’s Customer Zero team to discuss how AI is reshaping large-scale support. Jen shares stats from Microsoft Support and how CoPilot and multi-agent systems are being used across 92 contact centers. They explore…
Hosts Nathan, Brent, Matt and Scott revisit last year’s predictions and make new forecasts for the coming year, focusing on AI adoption, Copilot integration, Power Platform’s evolution, invisible CRM as a behavioral memory layer, personal AI assistants, world models, wearables and robotics, plus ge…
In this two part episode, industry leaders unpack how AI is transforming contact centers — from real-time intent detection and transcription to 24/7 AI front-ends and regulatory challenges in finance. They discuss practical use cases, the evolving role of human agents, model-agnostic strategies, a…
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