This podcast episode interviews Paul Cuglietta, Head of Contact and Claims at Simplyhealth, about the challenges of digital transformation in call centers. The discussion focuses on internal alignment between service, technology, and product teams as crucial for successful AI integration. Simplyhealth's approach involves identifying and nurturing internal talent with an interest in AI, creating a dedicated digital services team to manage the transition. The company has achieved a 30% reduction in contact volume through AI, allowing staff to focus on complex issues and resulting in a £4.4 million annual cost saving. This case study highlights the importance of internal talent development and multi-skilling to adapt to AI-driven changes in the workplace.
