
Cavell Cloud Conversations
Cavell provides strategic advice to organisations enabling the Intelligent Workplace. We deliver independent research, actionable analysis and strategic advisory services to communications providers, technology vendors and investors who are shaping the future of business communications.
Cavell Cloud Conversations will bring you bitesize podcasts with some of the world's leading technology brands and most interesting speakers. Learn about the latest innovations, trends and emerging technology across areas such as IoT, networking, communications, and collaboration. Each episode is hosted by a member of the Cavell Analyst Team who will be joined by a special guest from the technology industry to discuss a particular trend or topic.
Cavell Cloud Conversations
AI, Emotions & Customer Service: Where Personalization Meets Privacy
In this episode, Finbarr and Patrick dive into the evolving world of voice AI, emotional profiling, and hyper-personalized customer journeys. They debate whether real-time emotional analytics in customer service is a breakthrough for better experiences or a step too far into surveillance, exploring recent research, regulatory changes, and the ethical dilemmas of AI-driven personalization. The conversation highlights the need for stronger consumer rights, transparency, and guardrails as technology reshapes how companies interact with customers.