{"version":1,"type":"rich","provider_name":"Libsyn","provider_url":"https:\/\/www.libsyn.com","height":90,"width":600,"title":"Inside the Shift Toward Smarter Automated CX - with Paul Cuglietta of Simplyhealth","description":"A single misstep in a new customer service channel can undo months of trust-building work. &amp;nbsp; 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. &amp;nbsp; Learn how to structure landing pages for higher conversion, and how to use self-qualification systems to prioritize high-intent leads, download our free PDF report, &quot;B2B AI Lead Generation Guide,&quot; at emerj.com\/aig1 ","author_name":"The AI in Business Podcast","author_url":"http:\/\/emerj.com","html":"<iframe title=\"Libsyn Player\" style=\"border: none\" src=\"\/\/html5-player.libsyn.com\/embed\/episode\/id\/43205138\/height\/90\/theme\/custom\/thumbnail\/yes\/direction\/forward\/render-playlist\/no\/custom-color\/3a80a9\/\" height=\"90\" width=\"600\" scrolling=\"no\"  allowfullscreen webkitallowfullscreen mozallowfullscreen oallowfullscreen msallowfullscreen><\/iframe>","thumbnail_url":"https:\/\/assets.libsyn.com\/secure\/content\/207241418"}