WINNERS' CIRCLE

From 68 to 93 CSAT: How SysAid Built an Agentic Customer Service Organization That Still Feels Human | Avi Kedmi

Avi Kedmi is helping SysAid rethink what customer service can look like in the age of AI. As CEO of SysAid, Avi leads a global IT service management company serving mid-sized clients in more than 100 countries. SysAid recently won an Excellence in Customer Service Award for its transformation of customer care using its own AI-driven tools, systems, and processes. In this episode, Russ and Avi explore how SysAid improved CSAT from 68 to 93, reduced detractors by 94 percent, cut escalations, reduced P1 incidents, shortened call times, and increased frontline resolution rates. They dive into what it means to become an agentic organization — why companies need more than chatbots, how a strong data foundation and broad API access unlock agentic use cases, and how to build trust around AI while keeping the human element at the center of customer service.

No Passwords, No Secrets: How Badge Is Building a Trust Layer for Humans, Machines, and AI | Dr. Tina Srivastava

Dr. Tina Srivastava, co-founder of Badge Inc., discusses how their zero-knowledge authentication platform is revolutionizing identity and access management for humans, machines, and AI agents in the age of agentic AI.

Three AI Excellence Awards and Scaling Enterprise AI with SymphonyAI's Eureka Platform | Theresa Bui

Theresa Bui from SymphonyAI discusses their three AI Excellence Awards wins, the Eureka platform, and how enterprises are deploying operational AI at scale across retail, financial services, manufacturing, and more.

How Optery Removes Employee Data from Data Brokers to Stop Social Engineering | Paul Mander

Paul Mander, Chief Commercial Officer at Optery for Business, discusses how personal data removal tools protect enterprises from social engineering attacks by removing employee data from data broker websites.

Katy Irving and Rory Mitchell on AI Avatars in Healthcare Research

Katy Irving and Rory Mitchell are helping HRW, Healthcare Research Worldwide, explore a new way to understand one of the most important moments in healthcare: the doctor patient consultation. HRW recently won an AI Excellence Award for its work using interactive AI avatars to simulate consultation conversations in pharmaceutical market research.

Oli Ostertag on PAR Technology, Coach AI, and Smarter Restaurant Operations

Oli Ostertag from PAR Technology explains how Coach AI helps restaurant operators close the performance gap between their best and worst locations using real-time AI insights across 150,000+ sites.

Enterprise AI Modernization with Rakesh Ravuri

In this episode of Winners' Circle, host Russ Fordyce interviews Daniel Ziv, Global VP of AI and Analytics at Verint, about the transformative effects of Generative AI on customer experience. They discuss Verint's award-winning GenieBot, which rapidly converts call center data into actionable insights, and share how companies are achieving significant ROI almost immediately with innovative AI solutions. Tune in to learn about the future of AI in operational improvements and the importance of unique behavioral data as a competitive advantage.

Abhay Jajoo on CustomerInsights.AI, Agentic AI, and the Future of Life Sciences Commercial Analytics

Abhay Jajoo, CEO of CustomerInsights.AI, explains how hyper-vertical AI is transforming pharma commercial analytics from weeks of manual analysis to near real-time decision support through their Parthenon and Athena platforms.

Enterprise AI Modernization with Rakesh Ravuri

Rakesh Ravuri, CTO of Publicis Sapient, explains how their Slingshot platform uses AI to modernize legacy COBOL systems, build enterprise context graphs, and accelerate software development.

Coley Norman on Liviniti, Human Service, and Building Customer Experience People Remember

Coley Norman, Executive of the Year at Liviniti, shares how a transparent pharmacy benefit manager built a service culture around one belief: service is received, but experience is remembered, and why real people answer every call.