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Inside the Shift Toward Smarter Automated CX - with Paul Cuglietta of Simplyhealth
A single misstep in a new customer service channel can undo months of trust-building work.
In this episode, Paul Cuglietta, Customer Services Director at Simplyhealth, explores how disciplined testing, governance, and stakeholder sign-off shape agentic AI rollouts inside a regulated, high-trust environment.
The conversation covers matching automation to the way customers speak across channels, building a long-term AI vision tied to company purpose, and getting buy-in through comparable case studies.
This episode is sponsored by NiCE Cognigy.
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