E5: The Engagement Capacity Gap and leveraging Conversational AI and LLMs for improved CX with Matt Pyke

In this episode, our host Oliver Lennon engages in a thoughtful conversation with Matt Pyke, the Senior Director of Strategic Partner Business Development at Verint, a global leader in customer engagement.

They discuss the ‘Engagement Capacity Gap’ and its significance in delivering exceptional customer experience. Matt chats about how this gap has widened in recent years and shares insights on how technology can serve as a bridge to this widening divide.

With a focus on the transformative power of Large Language Models (LLMs) and Conversational AI Matt brings to light their capabilities in fostering richer, more personalized customer interactions.

The episode takes some interesting detours when Matt reveals glimpses of his fascinating life off-duty in sunny California, including goat herding and his track cycling aspirations.

An engaging and insightful conversation you won’t want to miss!