IRIS Pod - IRIS Audio Technologies: Recent Episodes
Tom Darnell
Welcome the the IRIS Pod. Join Tom Darnell of IRIS Audio Technologies as we explore the world of audio through technology, wellness, productivity, and human performance. Featuring interviews with innovators, experts, and thought leaders in their fields, the IRIS Pod enables the world to Listen Well.
In this episode of The IRIS Pod, IRIS COO Tom sits down with Marco Ndrecaj, Director of Customer Experience at SSCL—a multi-award-winning public sector provider with a five-star CCMA accreditation. Marco shares insights on how SSCL has achieved industry-leading staff retention by fostering a strong culture, clear purpose, and leveraging innovative technology.
He also discusses why voice channels remain essential for complex, emotional customer queries, even as AI gains traction. With a 93% first contact resolution rate, Marco highlights how SSCL balances compliance with authenticity and embraces individual differences to enhance both advisor efficiency and customer satisfaction. An inspiring conversation on elevating customer experience and building a thriving workplace! 🚀
CustomerExperience #CX #Culture #Technology #TheIRISPod #noisecancellation #ai
In this episode of the IRIS Pod, IRIS COO Tom is joined by award winning Sigma Connected’s Chief Strategy Officer, Peter Doveren. Listen as they discuss what it takes to excel in the world of CX, predict future trends as well as discussing the company ethos that resulted in Sigma being named ‘Best Place to Work’ two years running.
Full podcast also available on Youtube.
iris.audio
In this episode of the IRIS Pod, host Tom is joined by IRIS CEO Jacobi Anstruther and IBPAP President & CEO Jack Madrid. They delve into the role of generative AI in the call center industry in the Philippines, emphasising the necessity of embracing technology and developing infrastructure to support channel partners and employees. The discussion also underscores the enduring value of face-to-face interactions and relationship-building. Additionally, Jack shares insights into IBPAP's cornerstone strategy for the industry through their 2028 roadmap vision.
In this episode of our CX24 Series on the IRIS Pod, Tom Darnell and Simon Broadbent, Senior VP at NICE, discuss all things artificial intelligence in customer experience – from recognising its value to enabling transformations in the customer journey.
cx #ax #customerservice #customerexperience #tech #ai
In this episode of the CX24 series, Tom Darnell speak to Helen Beaumont Manahan about improving the customer experience by first improving the agent experience - find out how this works and why this works on the IRIS pod.
In this episode of our CX24 Series on the IRIS Pod, Tom Darnell and Dave D’Arcy discuss the future of BPOs and call centres in less traditional locations. D’Arcy gives an insight into the benefits of fostering growth and talent away from major cities.
In this episode of our CX24 series on the IRIS Pod, Tom Darnell and William Carson of Ascensos, talk about the exciting changes in Customer Experience (CX) in 2024, the critical role call centres play in a brand strategy, and give us a sneak peek into what's coming next.
In our newest series, CX trends 2024, Tom talks to industry titans as they dive into the dynamic world of Customer Experience, exploring cutting-edge tech, the power of brand impressions, the influence of location, the magic of partnerships, and beyond! Our second guest, Steve McSherry from Daktela UK. They look at industry consolidation, the perks of partnerships, and much more in the ever-evolving world of CX collaboration. Keep an eye out next week's release.
In our newest series, CX trends 2024, Tom talks to industry titans as they dive into the dynamic world of Customer Experience, exploring cutting-edge tech, the power of brand impressions, the influence of location, the magic of partnerships, and beyond! Our first guest, Contact Centre Consultant, Nerys Corfield. They look at an overview of the key trends for CX in 2024, with the latest & greatest in technology. Keep an eye out next week's release.
We spoke to Jason Kerr from Spoke Phone. Find out what they’re all about, including their partnership with Twillio, and hear Tom and Jason share stories about customer experiences and other standout products that value to the customer.
Karina Margarian from Talkdesk delves into the intricacies of Talkdesk and our collaborative partnership.
Enterprise Sales Director US Jeff Kays speaks to Milan Batinich, Founder, Milan Motivates. Milan Motivates works with companies on team building and cohesion. They discuss how to help companies and people find joy, with a starting point of self-awareness. Have a listen to this conversation for some eye-opening insight into the above.
US Enterprise Sales Director, Jeff Kays speaks to Brian Gianini, Director of Memberships for SOCAP. They talk discuss how IRIS Clarity was born, Brian’s opinion on the product, and SOCAP, all underpinned by the importance of CX and AX.
Justin Robbins from Metric Sherper, an independent research and advisory firm. Neil (IRIS SVP Global Sales) and Justin talk all about how customer experience leaders can overcome their greatest pain points.
Tom speaks to Adele Cutting, a BAFTA award-winning audio professional with 20+ years of experience in audio direction. They cover the importance of audio in gaming, and, Tom’s favourite and least favourite subject: the metaverse.
You can also watch the full interview on YouTube.
If there’s one thing that goes unnoticed and under appreciated but holds huge weight in our everyday lives… it’s audio.
As a company that lives and breathes audio, it’s no surprise we are celebrate and appreciate audio everyday. But for me as an individual (Creative Marketing Lead, Tiana), before starting at IRIS, audio was not something that was ever on my radar. Sure, I love music and the way it makes me feel, but I never thought about the depth to which audio affects us, and the influence it has in our everyday lives.
This podcast uncovers the numerous ways in which audio influences and shapes our daily experiences.
Listen to podcast or read the article.
Our latest guest on the IRIS Pod is Greg Copley, Head of Sales, EMEA for ACF Technologies, a leading global company in customer experience management. In the episode, he and Tom discuss the delicate nature of customer calls, which often come from a negative place, and how to turn these around for a positive outcome.
Watch full podcast on YouTube:. https://youtu.be/8UbD5gVsF_w
After two eventful days at the Call and Contact Centre Expo where Ascensos not only won three ECCCSA awards but also showcased two of their agents taking live customer calls at our stand, Diana sat down with Ascensos CEO John Devlin and Technology Director David Gilfillan to chat about it all.
Tom speaks to Nikki Quinn, Solutions Consultant at Playvox. They discuss how to design solutions that keep the customer in mind, how to do more with less at a time when call centres are tightening their costs, and what technology to watch in the call centre space.
Diana speaks to CXM Lead Editor, Venesa Mušović Guillaume, about the future of CX, including the opportunities and risks for customers in the metaverse, what technology stood out at this year's Call & Contact Centre Expo, and how sometimes it's nice to go back to basics, which CXM did with their first annual print CXM Review.
Tom talks to Gerry Brown, Chief Customer Rescue Officer of The Customer Lifeguard, about the importance of understanding the advisors that provide customer service, identifying their pain points, and enabling them to turn negative customer experiences into positive ones.
Diana speaks to Dave D'Arcy Director EMEA Customer Care at RingCentral, about the rise in agent turnover and how prioritising agent wellbeing improves everything else from business results to customer experience.
The IRISPod live continued on Day 2 of The Business Show with business psychologist Ellice Whyte. Find out how Ellice helps businesses find their flow, whether they're working from home, in the office, or a mix of both.
Next up on the IRISPod live from The Business Show 2022 is Dan Mellins-Cohen, Content Producer at BCMC Global. Tom and Dan chat about audio production and the power of the podcast.
You can also watch the full podcast on YouTube on the channel IRIS Audio Tech.
https://iris.audio/events/the-business-show
We are back at The Business Show 2022, and doing podcasts live from our stand. Tom speaks to Founder of Big Business Events, Adam Stott.
Adam Stott is an award-winning entrepreneur, international business, and wealth coach with first-hand knowledge of what it takes to build a multi-million-pound business from scratch.
https://iris.audio/events/the-business-show
Listen to our full podcast with Henry Harrod, Co-Founder and CEO of Fourier Audio, a live-sound startup. In this episode, Tom and Henry talk all things live and immersive audio, touching on the metaverse, 5G, and more.
Why did Toby Brzoznowski (previously co-founder of LLamasoft before its $1.5B acquisition by Coupa) invest and join IRIS? Investor, board member, and now EVP of Americas, Toby Brzoznowski tells us what 3 things attracted him to IRIS, not just as an investor but also leading the charge of our expansion into the US.
Luigi Cosi, Co-Founder and CEO of OIKLA LTD. After years of DJing Luigi began to suffer from tinnitus, which compelled him to explore how to make music both enjoyable and safe.
We’re super excited to welcome Neil to our team as SVP, Global Sales. And what better way to do so than to invite him on the IRISPod?
Neil has a genuine passion for customer service, born out of seeing how poor service once was in the early 2000s. Today, he leads brands to be the best they can be, both differentiating themselves and providing service to exceed staff and customer expectations.
Tom and Neil chat about the current situation with customer experience, and what's to come in the near future.
Hazel Savage, VP of Music Intelligence at SoundCloud, talks about how AI can help us better sift through the tens of thousands of songs released every week on streaming services. With previous experience at Spotify, Universal Music and Pandora - it's safe to say she knows what she’s talking about when it comes to audio. https://iris.audio/clarity-enterprise
https://www.musiio.com/
Jim Tincher - What really influences B2B decision making. Listen to our COO Tom have a fascinating chat with Jim Tincher, customer experience expert and best-selling author of ‘How Hard Is It to Be Your Customer?’
Tom talks to Sheree Atcheson published author and one of the UK’s most influential women in technology. Sheree tells us how we can ensure technology is accessible to people with different needs, benefits on our mental health and wellbeing by now having the ability to shift priorities, and how to hire appropriately to create a diverse workforce.
IRIS improves audio that improves life. Find out how our products enable the world to Listen Well: www.iris.audio/clarity
IRIS COO, Tom, speaks to Jamie McAnsh, an inspirational and motivational speaker with a story like no other. Jamie is a sportsman, an entrepreneur, a disabled adventurer, and most of all, a survivor. Listen to how one simple act changed his life.
IRIS improves audio that improves life. Find out how our products enable the world to Listen Well: www.iris.audio/clarity
Listen our eye-opening research paper, “The role of audio in an increasingly digital world”, as read by Diana Geman-Wollach with an intro by our COO, Tom Darnell.
In it, we investigate the state of multiple industries including call centres, enterprises, telehealth, and education. Our report compiles insights from a survey we conducted of 500 customer service agents in the UK and US, our own discussions with market leaders in each sector, and sources such as Gartner, ContactBabel, and McKinsey.
Download the print copy for free now at the link below: iris.audio/whitepaper.
Harriet Minter, Remote Working Specialist, helps frustrated leaders move their teams to a hybrid style of work through bespoke consultancy, training and coaching. Tom and Harriet discuss all things hybrid; from the differences between employers’ and employees’ outlook on hybrid working, to the danger of becoming more virtual.
Tom talks to Dr Nigel Oseland, psychologist, workplace consultant, author and international speaker. He discusses how different workspace environments affect people in different ways.
IRIS improves audio that improves life. Find out how our products enable the world to Listen Well: www.iris.audio/clarity
Tom speaks to James Solomides, Founder and CEO of NearU - the airbnb for meeting rooms and office space. They discuss all things remote working, from the environmental impacts, to how our outlook on remote working is currently and should be.
IRIS improves audio that improves life. Find out how our products enable the world to Listen Well: www.iris.audio/clarity
Tom speaks to sound and communication expert, award-winning author, and five-time TED speaker with over 100 million views, Julian Treasure. They discuss the art of listening; how productivity can be impacted by the environment you’re in and best practices for the different types of work you are doing.
IRIS improves audio that improves life. Find out how our products enable the world to Listen Well: www.iris.audio/clarity
Stephen Yap (Research Director at the CCMA) joins us at the #CCCExpo (Call and Contact Centre Expo), to discuss the growing momentum of improved technologies for call centre advisors. Highlighting the importance of looking for solutions that offer accessibility, and understanding that traditional audio environment we've all become accustomed to; the average phone call being pretty noisy and working in loud stressful environments can be improved.
IRIS improves audio that improves life. Find out how our products enable the world to Listen Well: www.iris.audio/clarity
We are back on the IRIS Pod sofa at The Business Show UK with Natalie Ellis, Director at Rebox HR to discuss HR solutions and why confidentiality in meetings is so important.
IRIS improves audio that improves life. Find out how our products enable the world to Listen Well: www.iris.audio/clarity
Will Courtenay, Race Strategist for Red Bull Racing Honda, sits down with Tom to discusses the importance of clear communication and direction within a fast-moving team, operating under intense pressure.
IRIS improves audio that improves life. Find out how our products enable the world to Listen Well: www.iris.audio/clarity
Tom and Jacobi discuss the launch of our exciting new product IRIS Clarity at London's ExCel centre.
Will Courtenay, Race Strategist for Red Bull Racing Honda, sits down with Tom to discusses the importance of clear communication and direction within a fast-moving team, operating under intense pressure.
IRIS improves audio that improves life. Find out how our products enable the world to Listen Well: www.iris.audio/clarity
Tom is joined by Sadie Restorick (COO) and Simon Scott-Nelson from Wellity Live at the CC Expo. They discuss solutions that optimise employee mental health. and wellbeing that transform working cultures.
IRIS improves audio that improves life. Find out how our products enable the world to Listen Well: www.iris.audio/clarity
Have you ever wondered how you can enhance the quality of your call in a noisy environment? IRIS Clarity introduces voice isolation technology, which uses AI to remove all ambient and background noise - leaving only your voice to be heard in crystal clear quality by the person on the other end. This groundbreaking technology is bi-directional - meaning that if you have the app, the person on the other side of the call benefits from it, as it also removes all their environmental sound.
IRIS improves audio that improves life. Find out how our products enable the world to Listen Well: www.iris.audio/clarity
It was amazing having Rob back on the IRIS Pod discussing ‘Mental Health In The Music Industry’. Rob explores the blurred lines between professional and personal improvement and the importance of being able to switch off and relax.
IRIS improves audio that improves life. Find out how our products enable the world to Listen Well: www.iris.audio/clarity
Today we are joined by Simon Elliot and Tom Darnell two titans of industry, as they share the hustle behind the IRIS Listen Well start-up and the visions to bring the brand to life in the early days of our company.
IRIS improves audio that improves life. Find out how our products enable the world to Listen Well: www.iris.audio/clarity
Octavia joins us to talk all things breath work for mental health awareness week! Her and Tom talk the importance of breathing to our sense of centre and the challenges that lockdowns brought to our mental health.
IRIS improves audio that improves life. Find out how our products enable the world to Listen Well: www.iris.audio/clarity
Tom Darnell (IRIS CCO) and Rob Reng (IRIS CTO) talk about sound in all of its forms, not just music, but the audio that surrounds us and our experiences in every day life. We also talk about the latest news on the headphones firmware update and the excitement behind our new machine learning technologies in development which will enrich your experiences with audio.
IRIS improves audio that improves life. Find out how our products enable the world to Listen Well: www.iris.audio/clarity