Twilio's new podcast series opens with a talk on joining up scattered customer data and keeping support staff from burning out once AI joins the team.
Twilio, the company behind many business messaging and calling tools, has launched a new season of its podcast, Brilliant Builds. The first episode asks how a business can pull together scattered customer data so it can truly recognize the people it serves. It also covers how to protect support staff from burnout when AI joins the team.
The season opener features Nancy Rademaker, a professional keynote speaker and guest speaker at London Business School. Twilio says the talk looks at how companies can make sense of fragmented customer data to deliver true customer recognition. It also takes on a topic for what Twilio calls the agentic era: how to protect frontline teams and prevent agent burnout when AI enters the mix.
Rademaker has more than two decades in enterprise IT, including senior EMEA roles at Microsoft. She is associated with European innovation networks such as Nexxworks and is a guest lecturer at London Business School. Twilio says she focuses on the human side of technology: how AI changes the way employees work and how customers deal with brands.
Twilio describes Brilliant Builds as a returning series about how AI works in practice. Planned themes include driving loyalty, earning credibility, handling compliance and the emerging M2M landscape. The company does not explain M2M in the material provided.
Twilio's summary does not give specific advice, tools or results from the conversation. It does not say how long the episode runs or how many episodes are planned. Anyone interested would need to listen to judge how useful the talk is.
Check whether your customer records are scattered, and think about how AI will change your support team's work before it arrives.
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