Let’s Talk Business Transformation!

Epizodai

• 
  Modern Customer Service Strategy in the Age of Agentic AI 03.07.2026 26min

  Generative AI changed enterprise technology. Within 12 months, autonomous and agentic AI changed it again.In this episode of Let's Talk Business Transformation, Sean Catlin, Global Head of Strategy at OSF Digital, sits down with David Brown, SVP and Global Chief Customer Officer, Service Cloud at Salesforce, to discuss why more businesses are moving beyond small AI experiments and putting agents into real use. They discuss the latest trends, success stories, and strategic insights into AI and customer service innovation.Key topicsRapid evolution of AI and generative AIThe rise of the agentic enterprise and autonomous solutionsSuccess stories and best practices in AI deploymentStrategies for scaling service transformationThe importance of platform integration and partnershipChapters(2:29) Evolution and Trends of Autonomous Services in the AI and AI World(10:11) The Power of Salesforce Cloud and Partner Collaboration(14:36) Implementation and Impact of AI and Technology in Salesforce(18:58) The Future of Business Transformation: A Conversation on AI, Product Development, and Customer ExperienceIf you found this useful, follow the podcast so you don't miss the next episode.Further reading on the topic:OvercomingAI Innovation Abandonment: Moving from Traditional Multi-Cloud Projects toOutcome-First MVPsThisIs Not Another Technology Cycle: An Executive Point of View on the AgenticEnterprise⁠⁠FromPilots to Pattern: The Operating Model for the Agentic Enterprise⁠Watch on YouTubeSubscribe and watch our bi-weekly episodes plus bonus clips at: https://www.youtube.com/playlist?list=PLKtuEeZWpLRwSDMrE1eiS2-8JMYzIEyWI
• 
  How to Modernize Your Contact Center: AI Voice, Agent Productivity & CX 20.05.2026 10min

  Voice used to be the last stop in the customer journey, the place customers turned when something went wrong. Today, it’s becoming one of the most strategic channels for transformation. In this episode of Let’s Talk Business Transformation, Tye Barnes from OSF Digital joins us to explore how AI is reshaping voice experiences, what modern contact center transformation really looks like, and how organizations can improve agent productivity and customer experience without disrupting existing operations. If your organization is evaluating AI-driven customer service, Salesforce-native voice solutions, or contact center modernization strategies,this episode offers practical insights on where to begin and what to consider next.Key TopicsCustomer journey mapping for voiceDiagnostic measures for voice system healthAligning voice strategy with business outcomesAI integration and governance in voice channelsLong-term strategic advantages of native voice architectureChapters(00:43 ) Introduction to Voice Modernization(02:17) Setting organizational goals before adopting new voice solutions(02:33) Avoiding technology-centric planning: focusing on outcomes(03:59) Indicators that signal the need to rethink voice architecture(04:52) How Service Cloud Voice enhances AI reliability(05:41) Starting points for integrating AI within existing telephony stacks(07:00) Best practices for assisting agents via AI and automation(07:30) Transforming agent workflows with real-time transcription and guidance(08:14) Governance considerations: transparency, accountability, and guardrails(09:22) Final thoughts on voice technology evolution beyond contact centersFurther reading on the topic:The AI Voice Paradox: Why You Cannot Build the Future on Legacy CTIWhat a Low-Risk Transition to Salesforce Voice Looks LikeHow Real-Time AI, Transcription, and Unified Routing Improve Agent EfficiencyWatch on YouTubeSubscribe and watch our bi-weekly episodes plus bonus clips at: https://www.youtube.com/playlist?list=PLKtuEeZWpLRwSDMrE1eiS2-8JMYzIEyWI
• 
  The Future of Business Transformation: Strategy, Governance, and Growth 06.05.2026 20min

  In this episode of Let's Talk Business Transformation, JohnConiglio, Senior Consultant at OSF Digital, shares an advisor’s perspective on how organizations are leveraging AI across commerce, service, and marketing, and how strong governance and executive oversight turn those investments into real revenue impact. Key topics• Where AI is driving measurable revenue • Where it can quietly introduce risk • Where human judgment remains critical • Why governance becomes essential as AI scalesChapters(00:43) Introduction and AI's Impact on Sales(01:30) AI's Role in Dynamic Pricing and Revenue Optimization(03:05) AI in Commerce: What Can Be Automated vs. What Needs Human Judgment(04:42) Pricing, Promotions, Bundling, and Inventory: What AI Can Handle and What It Can’t(05:29) Measuring AI's Impact on Lifetime Value vs Cost Reduction(07:15) - Managing customer dissatisfaction and the importance of empathy in AI chatbots(08:37) - Early warning signs from customer feedback that indicate AI issues(09:09) - The importance of guarding against automating high-stakes interactions like apologies(10:58) - AI’s role in marketing: discovery of hidden opportunities vs. optimization(12:02) - How AI expands demand through personalized recommendations(13:03) - Preventing brand sameness when using large language models(14:45) - The often overlooked importance of AI risk management and governance(15:49) - Hidden risks from automation errors and bias in pricing and credit decisions(16:45) - Critical governance questions for accountability and risk mitigation(17:40) - The true business impact if AI were to be turned off today(19:49) - Final thoughts on integrating AI responsibly and the importance of human oversightEpisode resourcesFurther reading by the guest:·  The Grounding Truth: Why AI Is Desperately Seeking Data·  The AI Execution Gap: Why Enterprises Are Investing in AI but Failing to ScaleWatch on YouTubeSubscribe and watch our bi-weekly episodes plus bonus clips at: https://www.youtube.com/playlist?list=PLKtuEeZWpLRwSDMrE1eiS2-8JMYzIEyWI
• 
  🎙️ Special Episode: Women in Tech Leadership: Driving Business Transformation 23.04.2026 10min

  In this special episode of Let’s Talk Business Transformation, Oana Dereli, AVP of Retail and Co-Chair of OSF Women’s Network at OSF Digital, sits down with Rachel Kenney, AVP and Head of GB Commercial Sales UK&I at Salesforce, for a powerful conversation on women in tech leadership, AI, and what it takes to drive successful business transformation. In this episode: • Women in tech leadership and career growth • How to lead meaningful business transformation • Why ownership matters more than technology • Practical approaches to AI adoption • Creating measurable business impactTakeaways:The significance of community and diversity in UK tech leadershipKey advice for women aspiring to sales and leadership roles: don’t wait to be perfectChallenges faced by businesses today: fragmentation, data silos, resource constraintsHow to leverage AI effectively by starting small with high ROI projectsBuilding strong, trust-based partnerships between Salesforce and OSF DigitalCritical success factors for digital transformation: executive sponsorship and focusing on business outcomesFun rapid-fire: AI evolution vs revolution and barriers to changeChapters(00:32) - Significance of diversity and structural change in the industry(01:37) - Advice for women to step into sales leadership roles(02:40) - Taking value from every role to build leadership capacity(03:17) - Major business challenges: fragmentation, data silos, resource constraints(04:28) - The role of data and AI in streamlining customer journeys(05:36) - Building strong partnerships within the Salesforce ecosystem(06:46) - Driving successful digital transformation with executive sponsorship and business outcomes focus(07:50) - Practical steps to implement AI projects for quick impact(08:35) - Rapid-fire quiz: evolution vs revolution in AI, barriers, and success factorsWatch on YouTubeSubscribe and watch our bi-weekly episodes plus bonus clips at: https://www.youtube.com/playlist?list=PLKtuEeZWpLRwSDMrE1eiS2-8JMYzIEyWI
• 
  How Mobile Apps Power Customer Engagement and Business Growth 08.04.2026 18min

  Mobile is no longer just another channel. For many businesses, it’s the core of how customers discover, engage, and stay loyal. In this episode of Let’s Talk Business Transformation, we sit down with Marius Ropota, DCOS Operations Director, to unpack what it really takes to build mobile experiencesthat drive results.Key TopicsEvolution of mobile apps from early days to AI-driven personalizationMajor trends in mobile customer interactions and expectationsMobile as the core of digital transformation, not just a channelKey capabilities for successful mobile apps: performance, intelligence, designCommon mistakes in mobile app development and how to avoid themChapters(00:34) Introduction to Mobile Interaction(04:44) The Future of Mobile Experiences(08:13) Mobile Apps as the Front Door to Digital Transformation(09:33) Key Capabilities for Successful Mobile Apps(11:00) Choosing the Right Mobile Technology(12:48) Common Mistakes in Mobile App Development(15:06) Success Stories in Mobile Transformation(16:49) The Future Role of Mobile in BusinessWatch on YouTubeSubscribe and watch our bi-weekly episodes plus bonus clips at: https://www.youtube.com/playlist?list=PLKtuEeZWpLRwSDMrE1eiS2-8JMYzIEyWI
• 
  The Future of Retail: Digital Transformation, Data & Omnichannel Strategy | 19.03.2026 11min

  In this episode of Let’s Talk Business Transformation, Adil El Akroud, Sales Director France at OSF Digital, explores how AI, omnichannel strategies, and data are reshaping retail, and what it takes for businesses to stay ahead. In this conversation, we discuss: • What digital transformation really means for retailers today • How customer expectations and behaviors are evolving across channels • The role of data, automation, and AI in creating better retail experiences • Emerging technologies shaping the future of retail and what drives true customer loyaltyTakeawaysDigital transformation in retailCustomer behavior and expectationsEmerging retail technologies and trendsChapters(01:00) Explaining Digital Transformation: Buzzword or Roller Coaster?(02:00) Customer Habits Changing Rapidly: The Power of Convenience(02:31) Transparency as a Baseline: The Impact of Technology on Customer Expectations(03:08) Automating Repetitive Tasks to Enhance Customer Experience(03:55) Where Retail Creates the Most Value: In-Store and Omnichannel(04:33) Impactful Changes in Retail: Customer Expectations and Cloud Tech(05:17) Building Consistent Omnichannel Experiences(06:36) Leveraging Data for Better Retail Outcomes(07:20) Creating Loyalty Without Overwhelm: A Unified Approach(07:55) Can AI Strengthen Emotional Loyalty?(08:38) Modernizing Legacy Systems: Wrapping and Evolving(09:19) Emerging Technologies: AI Personalization, Conversational Commerce, and Data Platforms(10:26) What Keeps Customers Loyal in a World of Endless Choice?Watch on YouTubeSubscribe and watch our bi-weekly episodes plus bonus clips at: https://www.youtube.com/playlist?list=PLKtuEeZWpLRwSDMrE1eiS2-8JMYzIEyWI
• 
  AI That Works: What Organizations Need First 05.03.2026 32min

  In this episode of Let’s Talk Business Transformation,Jeff Garwood exploreshow organizations are moving beyond isolated AI models and early experimentstoward foundational AI platforms built for governance, scalability, and realoperational impact. In this episode, we discuss: • The difference between real-time data and truly actionable data • Where AI is already creating measurable impact across sales, service, and commerce • How organizations balance speed to value with risk and compliance • What it actually means to become “AI-ready” TakeawaysAI is a continuous journey, not a destination.Organizations need to bridge the ambition gap in AI.Foundational data architecture is crucial for AI success.AI should be integrated into everyday business processes.Immediate AI applications can enhance operational efficiencies.Real-time data is essential for timely decision-making.Change management is key to successful AI adoption.Not all AI projects carry the same risk; stratify accordingly.Service providers play a vital role in AI evolution.Start your AI journey by assessing corporate readiness.Chapters(00:34) The Year of AI: Trends and Expectations(02:34) Bridging Ambition and Reality in AI Implementation(06:41) Foundational Data: The Backbone of AI Success(10:17) Integrating AI into Business Processes(12:29) Immediate AI Impact Across Business Functions(15:31) The Role of Real-Time Data in AI(17:36) Driving Change: Adoption Strategies for AI(20:30) Balancing Speed and Risk in AI Deployment(22:35) Understanding AI-Ready Architecture(26:07) The Role of Service Providers in AI Evolution(28:16) Starting Your AI Journey: Key AdviceWatch on YouTubeSubscribe and watch our bi-weekly episodes plus bonus clips at: https://www.youtube.com/playlist?list=PLKtuEeZWpLRwSDMrE1eiS2-8JMYzIEyWI
• 
  B2C Commerce in 2026: What’s Changing and How Brands Can Keep Up 13.02.2026 13min

  What’s blocking real B2C transformation? Spoiler: it’s rarely the technology. In this episode of Let’s Talk Business Transformation, we’re joined by Justine Le Corre, Lead - Advisory and Change at OSF Digital, to unpack what’s really holding B2C brands back and what actually drives long-term value. You’ll hear: • Why treating digital as “just another channel” still holds brands back • How misaligned teams slow down transformation • How AI is reshaping customer expectations • And what really drives long-term customer value TakeawaysMany large B2C brands treat digital as an add-on.Customer lifetime value is more important than conversion rates.Consumers today are sensitive to effort and trust.Customer service is crucial for building trust.B2C commerce is shifting to relationship-based models.Transformation should be viewed as a business evolution.Short-term wins must align with long-term goals.Choosing a business model depends on brand positioning.A unified customer experience requires a 360-degree view.Technology should be an accelerator, not the starting point.Chapters(00:49) The Digital Strategy Mistake(02:29) Key Performance Indicators in B2C(04:47) Customer Service as a Trust Builder(05:23) Shifts in B2C Commerce(06:20) Transformational Barriers in B2C(09:14) Choosing the Right Business Model(10:50) Creating a Unified Customer Experience(12:06) The Next Frontier in B2C CommerceWatch on YouTubeSubscribe and watch our bi-weekly episodes plus bonus clips at: https://www.youtube.com/playlist?list=PLKtuEeZWpLRwSDMrE1eiS2-8JMYzIEyWI
• 
  Making AI Work: Strategies for Executives and Enterprises 30.01.2026 12min

  In this episode of Let’s Talk Business Transformation, we’rejoined by Gerry Szatvanyi, Chief AI Officer, to explore what it really takes to make AI work at scale in enterprise organizations.This conversation is a must-listen for business leaders lookingfor a practical, real-world perspective on AI adoption at scale.TakeawaysAI is both a growth engine and a risk amplifier.Companies delaying AI adoption risk going bankrupt.AI allows for rethinking and transforming business processes.Investment in AI should be guided by clear ROI expectations.Alignment across all levels of the organization is crucial for AI success.Direct benefits from AI initiatives must be measurable.Workshops can help identify areas for AI disruption.Quick wins in AI can drive broader organizational adoption.Chapters(00:30) Introduction to AI and Digital Transformation(01:02) The Dual Role of AI: Growth vs. Risk(02:36) AI's Impact on Business Processes(04:19) Investment Strategies for AI Adoption(06:21) Evaluating ROI in AI Initiatives(07:28) Critical Shifts for Successful AI Adoption(09:48) The Future of Work with AI(11:05) Action Steps for CEOs on AI AdoptionWatch on YouTubeSubscribe and watch our bi-weekly episodes plus bonus clips at: https://www.youtube.com/playlist?list=PLKtuEeZWpLRwSDMrE1eiS2-8JMYzIEyWI
• 
  How Managed Services Become Your Growth Engine 15.01.2026 18min

  Managed services shouldn’t slow you down. They should push you forward.In this episode of Let’s Talk Business Transformation, Chelsea Carey breaks down how managed services can actually fuel growth, driving faster releases, smarter roadmaps, and real commerce impact after go-live.If your backlog feels heavy and progress feels slow, this is the conversation you want to hear.TakeawaysManaged services should drive growth, not just support.A strategic approach is essential for e-commerce success.Continuous optimization is crucial after implementation.Agility and flexibility are key in a dynamic environment.Site performance directly affects customer experience and revenue.Innovation in processes can enhance service delivery.Collaboration and governance structures are vital for success.No two clients are the same; customization is necessary.Unified teams lead to better outcomes and faster progress.Future trends will focus on AI and predictive analytics.Chapters(00:31) Navigating the Managed Services Landscape(02:30) The Evolution of Managed Services(03:39) Continuous Optimization Post-Implementation(07:49) Turning Strategy into Results: A Customer Success Story(10:06) Agility and Speed in E-Commerce(11:34) Driving Innovation in Managed Services(14:52) Lessons Learned and Future TrendsWatch on YouTubeSubscribe and watch our bi-weekly episodes plus bonus clips at: https://www.youtube.com/playlist?list=PLKtuEeZWpLRwSDMrE1eiS2-8JMYzIEyWI
• 
  The Future of Customer Service with AI and Data 19.12.2025 23min

  Customers don’t compare your service to competitors. They compare it to the best experience they’ve ever had. In our latest episode of Let’s Talk Business Transformation, Andrea G. explains why modern customer service is about anticipation, trust, and relationship-building, not just resolving cases. We explore how data, automation, and human empathy come together to shape experiences customers actually remember.
• 
  Data, Tech, and Trends Shaping the Future of Retail 05.12.2025 15min

  Black Friday is no longer a single date on the calendar. It has grown into a full season, and it reflects how customers actually shop.In this episode, Oana Dereli, AVP of Retail at OSF Digital, walks through what has changed in retail over the last few years and why these shifts matter for the year ahead.We talk about:✔️ The evolution of Black Friday✔️ The value of mobile apps✔️ What intent-based personalization looks like✔️ AI and how it is changing the way people discover products Listen the full episode for the complete conversation.
• 
  The Strategic Power of Managed Services in Marketing Cloud 05.12.2025 12min

  How do you move from “we implemented Marketing Cloud” to “we’re getting real ROI from it”?In this episode of Let’s Talk Business Transformation, Janina Manthey, Strategy Consulting Director at OSF Digital, shares how organizations can unlock more value from Marketing Cloud through strategic guidance, change management, and the smart use of AI and Agentforce. Tune in to understand how managed services drive sustainable
• 
  Why Digital Transformation Fails Without Data Literacy (& How to Fix It) 05.12.2025 30min

  Data alone doesn’t transform a business — people who understand and trust it do. In this episode of the OSF Digital’s Let’s Talk Business Transformation podcast, Andrea G. shares why data literacy is the real foundation of digital transformation. From overcoming cultural barriers to empowering every employee to act on insights, Andrea explains how data can unite, not divide, organizations. Listen to the full episode
• 
  Making AI Work for Business Leaders 02.12.2025 36min

  AI isn’t a magic bullet In Episode 1 of OSF Digital’s new podcast series Let’s Talk Business Transformation, Rob Smith explains why real business outcomes depend on data, integration, and fixing broken processes — not just adding another tool. In this episode: ✔️ From chatbots to reasoning agents: the big shift ✔️ Why patching processes won’t deliver outcomes ✔️ The hybrid workforce of humans and AI agents ✔️ What’s next for Agentforce and voice technology