Inside the Shift Toward Smarter Automated CX - with Paul Cuglietta of Simplyhealth

A single misstep in a new customer service channel can undo months of trust-building work. 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. 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, "B2B AI Lead Generation Guide," at emerj.com/aig1