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Agentic AI sounds like magic until you have to ship it inside a real enterprise contact center where every mistake becomes a compliance problem and every bad interaction hits customer trust. From Enterprise Connect, we sit down with Dialpad to unpack how they’re building agentic customer service on top of an end-to-end UCaaS and CCaaS platform, and why having AI deeply integrated into the communications stack matters more than flashy demos.

We dig into the hardest first step: figuring out what to automate. Dialpad explains “skill mining,” a way to analyze your past customer conversations and surface a practical hit list of workflows that are both common and realistically automatable. Instead of guessing which user flows will deliver ROI, you start with the data you already have, then keep refining as new conversations reveal new opportunities.

Then we get into the part that makes or breaks adoption in regulated industries like healthcare and financial services: safety. Dialpad walks through Guardian, a live conversation analyzer designed to protect agentic voice and chat with layers for security and compliance, scope and intent alignment, and frustration detection, plus a built-in path to hand off to human agents when the customer needs it. If you’re evaluating AI for contact centers, customer experience automation, or enterprise-ready agentic AI, this is a practical look at what “trust” really requires. Subscribe, share this with your ops team, and leave a review with the workflow you most want AI to handle next.
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A check-in tablet passes from one patient to the next, and a single leftover photo of an ID or an auto-filled keyboard suggestion becomes a PHI nightmare. From the Samsung booth at HIMSS, we sit down with Ray to unpack how Samsung SDS approaches healthcare IT with a simple goal: make devices and workflows safer, easier, and more useful for the people on the front line.

We get specific about what Samsung SDS does beyond distribution, including helping health systems get the right Samsung phones and tablets into hospitals and clinics, and even porting key applications from iOS to Android when teams need the same functionality across platforms. We also talk about Samsung DeX and the bigger operational idea behind it: reducing dependence on costly nursing carts and PCs by enabling a one-to-one mobile device model that follows the nurse, supports real mobility, and keeps care more connected to the patient.

Then we dig into privacy, compliance, and practical risk. Ray shares how shared tablets used for patient check-in can accidentally carry over sensitive information, and how an approach like Data Sweeper can reset devices between patients without removing the core app staff depends on. We close with a look at the connected patient room and the potential of Google XR for patient distraction and comfort during difficult moments like burn wound care or long dialysis sessions, plus why Samsung’s broader investment in healthcare shapes this “work backwards from the patient” mindset.

If you found this useful, subscribe for more healthcare technology conversations, share the episode with a colleague, and leave a review with the biggest workflow problem you want solved next.
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Your phone rings. The screen shows an unknown number or “spam likely.” Do you pick up, or do you protect yourself and ignore it? That split-second decision has become the default for millions of people, and it’s crushing legitimate communication from banks, healthcare providers, insurers, and service teams that genuinely need to reach customers.

From the Enterprise Connect show floor, we talk with Nick Moss from TransUnion’s communications product team about how the voice channel lost trust and how to earn it back. We get into verified caller identity, branded caller ID, and the real-world impact of call authentication built on STIR/SHAKEN principles. The conversation breaks down why spoofing is so easy, what it takes to vet enterprises, and how carriers can help deliver clear identity at scale so a legitimate call looks legitimate when it matters most.

We also explore practical outcomes across industries: fewer missed pharmacy and provider calls, faster resolution for financial services alerts, and stronger defenses against fraudsters who target contact centers as well as consumers. If you care about robocalls, phone spoofing, call labeling, and the future of trusted telephony, this one connects the dots with concrete examples and a clear direction forward.

If you find this helpful, subscribe, share it with someone fighting “spam likely” fatigue, and leave a review with your biggest question about trusted calling and caller ID verification.
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The fastest way to understand agentic AI is to stop thinking about chatbots and start thinking about outcomes. From Enterprise Connect, we sit down with RingCentral’s John Finch to talk about agentic voice AI that can handle real customer work end to end: answering the call, connecting to back-end systems, completing a transaction, confirming the result, and closing the loop without bouncing the customer between departments.

We also get specific about what makes this hard and why it matters. Voice is still the most demanding channel in the contact center, and RingCentral’s view is that a strong communications layer unlocks everything else: omnichannel customer engagement, smoother handoffs, and higher containment where it actually helps the customer. From there, the CX revolution becomes orchestration. We talk about scheduling AI agents alongside human agents, tracking performance across both, and using signals like CSAT and NPS to continuously improve. The goal is not “AI replaces people,” but “AI removes the repetitive parts so humans can do higher-value work.”

Healthcare raises the bar even further, so we dig into how agentic AI can validate patients, schedule appointments like imaging, and operate with strict guardrails that prevent unsafe medical advice. With templates and deep integrations, teams can deploy faster in complex environments while keeping compliance and safety in view. If you’re evaluating agentic AI, voice AI platforms, or contact center automation, you’ll walk away with a clearer picture of what’s real today and what’s coming next.

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RSAC Season Is Here. Your Certificates Expired Last Month.

RSAC is coming, and I'll be there — so expect more conversations like this one dropping in the weeks ahead.

But here's the thing: the most important security story this season isn't happening on the conference floor. It's already inside your network, running on devices most organizations barely think about.

In this episode, I sit down with OmniTrust co-founders David Sequino and Bill Lattin to unpack what "trust" actually means when CPUs are embedded in everything: cars, medical devices, industrial controllers, payment terminals, routers, and the AI agents that are increasingly making decisions in the physical world, not just on a screen.

We build the conversation from the ground up — starting at the silicon root of trust, then working through secure boot, operating systems, applications, and the network infrastructure that ties it all together. And we get specific about where organizations actually fail. Expired certificates on a switch that drop a VPN tunnel. Static credentials that never rotate. "Fix it later" thinking that simply does not survive contact with embedded and IoT environments. These aren't edge cases; they're common, and they're preventable.

We also draw a line between certificate lifecycle management and identity lifecycle management — and make the case that passwords, secrets, cryptographic keys, and certificates cannot be managed in silos. They're one lifecycle. Treat them as separate problems and you'll have separate failures.
The back half of the conversation puts AI under pressure. It can help defenders move faster, analyze more, and surface what matters. But it also hands attackers new tools: prompt injection, automated attack chains, and "vibe coding" that generates plausible-looking cryptographic implementations that don't actually hold up. Nuance matters in cryptography. Vibes do not.

We close with what CISOs should be measuring right now: PKI posture, SBOM paired with a cryptographic bill of materials, and a credible roadmap toward post-quantum cryptography. Regulation like the EU Cyber Resiliency Act and DORA is raising the bar, and "we're working on it" isn't a compliance posture.
Subscribe for more RSAC-ready conversations, share this with your security team, and leave a review if it was useful. And tell me: what's the weakest link in your chain of trust today?
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