The CX Shift AI Just Triggered

AI Proving Ground Podcast: Exploring Artificial Intelligence & Enterprise AI with World Wide Technology

Customer expectations are shifting faster than most organizations can respond. In this episode of the AI Proving Ground Podcast, leaders from healthcare, utilities and retail break down how AI is redefining what “good” customer experience looks like — and how their industries are rethinking service models, operational workflows and human touchpoints to keep pace with a new, AI-shaped standard.

More about this week's guests:

Dr. Eric Quinones is a physician leader committed to the Quintuple Aim—elevating patient experience, improving population health, lowering costs, strengthening clinician well-being, and addressing social determinants of health. He drives these outcomes through digital innovation and data-driven transformation that advance both clinical and business goals.

Eric's top pick: HLTH USA 2025: The Year Healthcare Took its Relationship with AI to the Next Level

Adam Nathan is an analytical, curious leader focused on helping organizations align business priorities with modern technology to drive meaningful transformation. Motivated by impact at societal scale, he is dedicated to advancing the Utility and Energy sectors—modernizing the critical infrastructure that powers everyday life.

Adam's top pick: Accelerating Utility Rate Case Filings with Generative AI

Brian Murphy is a seasoned executive and strategist with 30+ years of success at the intersection of business and technology. A trusted solution architect and thought leader, he has guided major organizations through complex transformations, consistently delivering measurable impact and strategic clarity.

Brian's top pick: From Kiosks to AI: What RLC 2025 Means for the Future of Restaurant Tech

The AI Proving Ground Podcast leverages the deep AI technical and business expertise from within World Wide Technology's one-of-a-kind AI Proving Ground, which provides unrivaled access to the world's leading AI technologies. This unique lab environment accelerates your ability to learn about, test, train and implement AI solutions.

Learn more about WWT's AI Proving Ground.

The AI Proving Ground is a composable lab environment that features the latest high-performance infrastructure and reference architectures from the world's leading AI companies, such as NVIDIA, Cisco, Dell, F5, AMD, Intel and others.

Developed within our Advanced Technology Center (ATC), this one-of-a-kind lab environment empowers IT teams to evaluate and test AI infrastructure, software and solutions for efficacy, scalability and flexibility — all under one roof. The AI Proving Ground provides visibility into data flows across the entire development pipeline, enabling more informed decision-making while safeguarding production environments.

Luvut

1. AI Just Flipped CX (00:00:00)

2. Who’s Driving This Shift (00:00:52)

3. Healthcare’s Two-Front War (00:02:25)

4. Data Chaos in Healthcare (00:05:46)

5. Utilities Wake Up (00:06:55)

6. Retail’s Personalization Crunch (00:09:10)

7. Escaping Pilot Purgatory (00:11:15)

8. ROI Wins That Don’t Hurt (00:13:50)

9. The Data Bottleneck (00:16:12)

10. Build the CX Flywheel (00:18:22)

11. The New Digital Front Door (00:20:54)

12. EX = CX (Deal With It) (00:23:58)

13. Burnout Meets Ambient AI (00:26:37)

14. Agentic AI: Real or Hype? (00:28:33)