AI-Decoded – Edition 8, The Contact Centre Was a Workaround
Welcome to Edition 8 of AI-Decoded. In this final edition of AI-Decoded, our CEO Oliver Lennon explores a question that challenges one of the most established assumptions in customer experience. For decades, organizations have invested heavily in contact centers, continuously improving the technology, processes and channels that support them. But what if we have been […]
AI-Decoded – Edition 7, Why the Future of AI in Customer Experience Depends on Legacy Integration
Welcome to Edition 7 of AI-Decoded. Why the Future of AI in Customer Experience Depends on Legacy Integration There is a misconception sitting at the center of many AI conversations today: that adopting AI means replacing everything that came before it. It is an understandable assumption. The AI market moves fast, vendors promise transformation at […]
AI-Decoded – Edition 6, Moving Beyond the Blank Box
Welcome to Edition 6 of AI-Decoded. In this edition, Gary McGowan challenges one of the most common assumptions in enterprise AI today: that better prompts lead to better outcomes. Drawing on real-world experience, he explores why prompt-led approaches often break down in production and what organisations need to do differently to build reliable, scalable AI […]
AI-Decoded – Edition 5, Beyond the Chatbot
Welcome back to AI-Decoded, where we explore what AI really means for customer experience in practice. In this fifth edition, we move beyond the hype of chatbots and into what’s actually driving value: AI agents that can understand context, take action and shape outcomes across the customer journey. While many organizations have experimented with AI, […]
AI-Decoded – Edition 4 – AI, Data Privacy and the Contact Center
Welcome back to AI-Decoded, our on-going series unpacking what AI really means for modern CX teams. In this fourth edition, we tackle a topic that’s climbing fast up the board agenda: AI, data privacy and regulatory accountability in the contact center. With GDPR still firmly in play, the EU AI Act coming into force and […]
AI -Decoded, Edition 3 – 2025: A Year in Review
AI-Decoded is where we share practical insights from building and operating AI-driven customer experience platforms – beyond the hype and marketing. In this, our third edition, Neil Mulholland, Principal Engineer, reflects on 2025: a year of rapid change across GenAI, voice automation and cloud infrastructure. The blog looks back at the decisions, challenges and lessons […]
AI-Decoded: Inside the Innovation Powering Syndeo -Edition 2
Welcome back to AI-Decoded, our monthly series that lifts the lid on the technologies, ideas, and breakthroughs shaping the future of customer experience at Syndeo. Each month, we share an insider’s perspective on the innovations driving our platform forward and how these advancements translate into real impact for the businesses we support. In our first […]
Founder Spotlight: Alan Beck, CTO and Co-Founder of Syndeo Building the Future of Human-Centered Automation
AI-Decoded: Inside the Innovation Powering Syndeo Edition #1 Welcome to AI-Decoded, a new monthly series offering an insider’s perspective on the technology, people and breakthroughs shaping Syndeo’s future. Each edition pulls back the curtain on the engineering vision, product innovation, and real-world impact behind our AI Agent platform. To launch the series, we’re beginning where […]
Introducing ‘AI-Decoded’, a new series from Syndeo
At Syndeo, we’re on a mission to make AI work for businesses. As we continue to lead innovation with our AI Agents, we’re excited to launch AI-Decoded, a new content series that pulls the curtain back on how the AI revolution is transforming customer service. Each month, AI-Decoded will explore the technology, ideas and […]
Agentic AI: Leading with pragmatism, not hype
AI in the contact centre space is at a crossroads. While industry conferences echo with promises of AI Agents and autonomous journeys, most CX leaders are still navigating legacy platforms, fragmented channels and customer frustrations that haven’t budged in a decade. So, what’s the real opportunity and how do we move beyond the noise? At […]