Let’s Talk Business Transformation!

About Let’s Talk Business Transformation!

Each episode features conversations with industry leaders and technology experts, exploring business transformation, digital transformation, and enterprise innovation through real-world applications and proven best practices. The podcast covers emerging trends such as AI-driven automation, artificial intelligence in business, data-driven decision making, personalization at scale, organizational change management, and technology-enabled leadership, helping executives and professionals navigate sustainable growth and transformation.

Publisher

OSF Digital

Category

business

Language

en

Explicit

No

First episode

2 Dec 2025

Latest episode

26 Aug 2026

Latest episodes

17 episodes in the feed.

1. 

   26 Aug 2026

   AI and Time to Value: Data Readiness and the Enterprise Execution Challenge

   In this special episode of Let’s Talk Business Transformation, recorded live at Salesforce Tower in London, Joe Hollinworth of OSF Digital sits down with Jemma Byrne, Head of Ecosystems at Salesforce, to explore what it takes to turn AI ambition into measurable business value.They discuss:- Why data readiness is essential for enterprise AI- The execution challenges slowing transformation- How organizations can accelerate time to value- What it takes to move from strategy to real-world impact If you found this useful, follow the podcast so you don’t miss the next episode. Watch on YouTubeSubscribe and watch our bi-weekly episodes plus bonus clips at: https://www.youtube.com/playlist?list=PLKtuEeZWpLRwSDMrE1eiS2-8JMYzIEyWI

2. 

   7 Aug 2026

   Building an Enterprise AI Strategy for Real Results

   AI agents, Agentforce, Salesforce, data strategy, andenterprise AI are quickly becoming priorities for business leaders but many organizations are still asking the same question: where do we start? In this special episode of Let’s Talk Business Transformation, Issy Coleman (https://www.linkedin.com/in/issycoleman/), Sales Director at OSF Digital, speaks with Dev Sharma (https://www.linkedin.com/in/dev-sharma-92a158109/), Principal AI Solution Engineer, Salesforce, about how companies can move beyond AI hype and start building real business value with Salesforce AI and Agentforce. The conversation covers how businesses are applying AIacross the front, middle, and back office, and why the most valuable use cases are often the practical, operational ones that remove manual effort and improve decision-making. Dev also explains why a successful AI strategy must be built on the right data strategy, and why prioritization matters more than budget or bandwidth. Key topics ·   AI hype vs. real business value Salesforce AI and Agentforce use cases ·   Enterprise AI strategy and digital transformation ·   Where companies are finding ROI with AI today ·  Why AI strategy must start with the right data strategy ·   Agentforce, autonomous agents, and workflow integration ·   Customer service automation, case deflection, and AI agents ·   Revenue generation through cross-sell, upsell, and personalization ·   AI governance, trust, security, authentication, and observability ·   Why prioritization is a bigger barrier than budget or bandwidth ·   The role of Salesforce partners in scaling AI safely ·   Multi-cloud expertise and end-to-end AI implementation ·   Moving from “AI powered” to “outcome driven” transformation Chapters (1:45) AI hype vs. reality: where businesses are finding real value (3:06) Why there is no AI strategy without a data strategy (4:08) What makes Agentforce exciting for enterprises (4:59) Why trusted partners are critical for safe AI deployment (06:52) Unlocking iterative value across sales, service, marketing, commerce, and back office (08:40) Why cross-industry expertise matters in AI transformation (10:12) Lightning round: AI in 2026, prioritization, transformation, and buzzwords Further reading on the topic 1. Overcoming AI Innovation Abandonment: Moving from Traditional Multi-Cloud Projects to Outcome-First MVPs (https://osf.digital/insights/white-papers/overcoming-ai-innovation-abandonment-moving-from-traditional-multi-cloud-projects-to-outcome-first-mvps/) 2. This Is Not Another Technology Cycle: An Executive Point of View on the Agentic Enterprise (https://osf.digital/insights/white-papers/this-is-not-another-technology-cycle-an-executive-point-of-view-on-the-agentic-enterprise/) 3. From Pilots to Pattern: The Operating Model for the Agentic Enterprise (https://osf.digital/insights/white-papers/from-pilots-to-pattern-the-operating-model-for-the-agentic-enterprise/) If you found this useful, follow the podcast so you don’t miss the next episode. Watch on YouTube Subscribe and watch our bi-weekly episodes plus bonus clips at: https://www.youtube.com/playlist?list=PLKtuEeZWpLRwSDMrE1eiS2-8JMYzIEyWI

3. 

   3 Jul 2026

   Modern Customer Service Strategy in the Age of Agentic AI

   Generative AI changed enterprise technology. Within 12 months, autonomous and agentic AI changed it again. In this episode of Let's Talk Business Transformation, Sean Catlin (https://www.linkedin.com/in/scatlin/), Global Head of Strategy at OSF Digital, sits down with David Brown (https://www.linkedin.com/in/davidbrown17/), SVP and Global Chief Customer Officer, Service Cloud at Salesforce, to discuss why more businesses are moving beyond small AI experiments and putting agents into real use. They discuss the latest trends, success stories, and strategic insights into AI and customer service innovation. Key topics Rapid evolution of AI and generative AI The rise of the agentic enterprise and autonomous solutions Success stories and best practices in AI deployment Strategies for scaling service transformation The importance of platform integration and partnership Chapters (2:29) Evolution and Trends of Autonomous Services in the AI and AI World (10:11) The Power of Salesforce Cloud and Partner Collaboration(14:36) Implementation and Impact of AI and Technology in Salesforce(18:58) The Future of Business Transformation: A Conversation on AI, Product Development, and Customer Experience Further reading on the topic: OvercomingAI Innovation Abandonment: Moving from Traditional Multi-Cloud Projects toOutcome-First MVPs (https://osf.digital/insights/white-papers/overcoming-ai-innovation-abandonment-moving-from-traditional-multi-cloud-projects-to-outcome-first-mvps/) ThisIs Not Another Technology Cycle: An Executive Point of View on the AgenticEnterprise⁠ (https://osf.digital/insights/white-papers/this-is-not-another-technology-cycle-an-executive-point-of-view-on-the-agentic-enterprise/) ⁠FromPilots to Pattern: The Operating Model for the Agentic Enterprise⁠ (https://osf.digital/insights/white-papers/from-pilots-to-pattern-the-operating-model-for-the-agentic-enterprise/) Watch on YouTube Subscribe and watch our bi-weekly episodes plus bonus clips at: https://www.youtube.com/playlist?list=PLKtuEeZWpLRwSDMrE1eiS2-8JMYzIEyWI

4. 

   20 May 2026

   How to Modernize Your Contact Center: AI Voice, Agent Productivity & CX

   Voice used to be the last stop in the customer journey, the place customers turned when something went wrong. Today, it’s becoming one of the most strategic channels for transformation. In this episode of Let’s Talk Business Transformation, Tye Barnes (https://www.linkedin.com/in/tye-barnes-26123162/) from OSF Digital (https://osf.digital/) joins us to explore how AI is reshaping voice experiences, what modern contact center transformation really looks like, and how organizations can improve agent productivity and customer experience without disrupting existing operations. If your organization is evaluating AI-driven customer service, Salesforce-native voice solutions, or contact center modernization strategies,this episode offers practical insights on where to begin and what to consider next. Key Topics Customer journey mapping for voice Diagnostic measures for voice system health Aligning voice strategy with business outcomes AI integration and governance in voice channels Long-term strategic advantages of native voice architecture Chapters (00:43 ) Introduction to Voice Modernization (02:17) Setting organizational goals before adopting new voice solutions (02:33) Avoiding technology-centric planning: focusing on outcomes (03:59) Indicators that signal the need to rethink voice architecture (04:52) How Service Cloud Voice enhances AI reliability (05:41) Starting points for integrating AI within existing telephony stacks (07:00) Best practices for assisting agents via AI and automation (07:30) Transforming agent workflows with real-time transcription and guidance (08:14) Governance considerations: transparency, accountability, and guardrails (09:22) Final thoughts on voice technology evolution beyond contact centers Further reading on the topic: The AI Voice Paradox: Why You Cannot Build the Future on Legacy CTI (https://osf.digital/insights/blog/the-ai-voice-paradox-why-you-cannot-build-the-future-on-legacy-cti/) What a Low-Risk Transition to Salesforce Voice Looks Like (https://osf.digital/insights/blog/what-a-low-risk-transition-to-salesforce-voice-looks-like/) How Real-Time AI, Transcription, and Unified Routing Improve Agent Efficiency (https://osf.digital/insights/blog/how-real-time-ai-transcription-and-unified-routing-improve-agent-efficiency/) Watch on YouTube Subscribe and watch our bi-weekly episodes plus bonus clips at: https://www.youtube.com/playlist?list=PLKtuEeZWpLRwSDMrE1eiS2-8JMYzIEyWI

5. 

   6 May 2026

   The Future of Business Transformation: Strategy, Governance, and Growth

   In this episode of Let's Talk Business Transformation, JohnConiglio (https://www.linkedin.com/in/john-coniglio/), Senior Consultant at OSF Digital, shares an advisor’s perspective on how organizations are leveraging AI across commerce, service, and marketing, and how strong governance and executive oversight turn those investments into real revenue impact. Key topics • Where AI is driving measurable revenue • Where it can quietly introduce risk • Where human judgment remains critical • Why governance becomes essential as AI scales Chapters (00:43) Introduction and AI's Impact on Sales (01:30) AI's Role in Dynamic Pricing and Revenue Optimization (03:05) AI in Commerce: What Can Be Automated vs. What Needs Human Judgment (04:42) Pricing, Promotions, Bundling, and Inventory: What AI Can Handle and What It Can’t (05:29) Measuring AI's Impact on Lifetime Value vs Cost Reduction (07:15) - Managing customer dissatisfaction and the importance of empathy in AI chatbots (08:37) - Early warning signs from customer feedback that indicate AI issues (09:09) - The importance of guarding against automating high-stakes interactions like apologies (10:58) - AI’s role in marketing: discovery of hidden opportunities vs. optimization (12:02) - How AI expands demand through personalized recommendations (13:03) - Preventing brand sameness when using large language models (14:45) - The often overlooked importance of AI risk management and governance (15:49) - Hidden risks from automation errors and bias in pricing and credit decisions (16:45) - Critical governance questions for accountability and risk mitigation (17:40) - The true business impact if AI were to be turned off today (19:49) - Final thoughts on integrating AI responsibly and the importance of human oversight Episode resources Further reading by the guest: ·  The Grounding Truth: Why AI Is Desperately Seeking Data (https://osf.digital/insights/blog/the-grounding-truth-why-ai-is-desperately-seeking-data/) ·  The AI Execution Gap: Why Enterprises Are Investing in AI but Failing to Scale (https://osf.digital/insights/blog/the-ai-execution-gap/) Watch on YouTube Subscribe and watch our bi-weekly episodes plus bonus clips at: https://www.youtube.com/playlist?list=PLKtuEeZWpLRwSDMrE1eiS2-8JMYzIEyWI

6. 

   23 Apr 2026

   🎙️ Special Episode: Women in Tech Leadership: Driving Business Transformation

   In this special episode of Let’s Talk Business Transformation, Oana Dereli (https://www.linkedin.com/in/oanadereli/), AVP of Retail and Co-Chair of OSF Women’s Network at OSF Digital, sits down with Rachel Kenney (https://www.linkedin.com/in/rachelkenney/), AVP and Head of GB Commercial Sales UK&I at Salesforce, for a powerful conversation on women in tech leadership, AI, and what it takes to drive successful business transformation. In this episode: • Women in tech leadership and career growth • How to lead meaningful business transformation • Why ownership matters more than technology • Practical approaches to AI adoption • Creating measurable business impact Takeaways: The significance of community and diversity in UK tech leadership Key advice for women aspiring to sales and leadership roles: don’t wait to be perfect Challenges faced by businesses today: fragmentation, data silos, resource constraints How to leverage AI effectively by starting small with high ROI projects Building strong, trust-based partnerships between Salesforce and OSF Digital Critical success factors for digital transformation: executive sponsorship and focusing on business outcomes Fun rapid-fire: AI evolution vs revolution and barriers to change Chapters (00:32) - Significance of diversity and structural change in the industry (01:37) - Advice for women to step into sales leadership roles (02:40) - Taking value from every role to build leadership capacity (03:17) - Major business challenges: fragmentation, data silos, resource constraints (04:28) - The role of data and AI in streamlining customer journeys (05:36) - Building strong partnerships within the Salesforce ecosystem (06:46) - Driving successful digital transformation with executive sponsorship and business outcomes focus (07:50) - Practical steps to implement AI projects for quick impact (08:35) - Rapid-fire quiz: evolution vs revolution in AI, barriers, and success factors Watch on YouTube Subscribe and watch our bi-weekly episodes plus bonus clips at: https://www.youtube.com/playlist?list=PLKtuEeZWpLRwSDMrE1eiS2-8JMYzIEyWI

7. 

   8 Apr 2026

   How Mobile Apps Power Customer Engagement and Business Growth

   Mobile is no longer just another channel. For many businesses, it’s the core of how customers discover, engage, and stay loyal. In this episode of Let’s Talk Business Transformation, we sit down with Marius Ropota (https://www.linkedin.com/in/mariusropota/), DCOS Operations Director, to unpack what it really takes to build mobile experiencesthat drive results. Key Topics Evolution of mobile apps from early days to AI-driven personalization Major trends in mobile customer interactions and expectations Mobile as the core of digital transformation, not just a channel Key capabilities for successful mobile apps: performance, intelligence, design Common mistakes in mobile app development and how to avoid them Chapters (00:34) Introduction to Mobile Interaction (04:44) The Future of Mobile Experiences (08:13) Mobile Apps as the Front Door to Digital Transformation (09:33) Key Capabilities for Successful Mobile Apps (11:00) Choosing the Right Mobile Technology (12:48) Common Mistakes in Mobile App Development (15:06) Success Stories in Mobile Transformation (16:49) The Future Role of Mobile in Business Watch on YouTube Subscribe and watch our bi-weekly episodes plus bonus clips at: https://www.youtube.com/playlist?list=PLKtuEeZWpLRwSDMrE1eiS2-8JMYzIEyWI

8. 

   19 Mar 2026

   The Future of Retail: Digital Transformation, Data & Omnichannel Strategy |

   In this episode of Let’s Talk Business Transformation, Adil El Akroud (https://www.linkedin.com/in/adilwilliam/), Sales Director France at OSF Digital, explores how AI, omnichannel strategies, and data are reshaping retail, and what it takes for businesses to stay ahead. In this conversation, we discuss: • What digital transformation really means for retailers today • How customer expectations and behaviors are evolving across channels • The role of data, automation, and AI in creating better retail experiences • Emerging technologies shaping the future of retail and what drives true customer loyalty Takeaways Digital transformation in retail Customer behavior and expectations Emerging retail technologies and trends Chapters (01:00) Explaining Digital Transformation: Buzzword or Roller Coaster? (02:00) Customer Habits Changing Rapidly: The Power of Convenience (02:31) Transparency as a Baseline: The Impact of Technology on Customer Expectations (03:08) Automating Repetitive Tasks to Enhance Customer Experience (03:55) Where Retail Creates the Most Value: In-Store and Omnichannel (04:33) Impactful Changes in Retail: Customer Expectations and Cloud Tech (05:17) Building Consistent Omnichannel Experiences (06:36) Leveraging Data for Better Retail Outcomes (07:20) Creating Loyalty Without Overwhelm: A Unified Approach (07:55) Can AI Strengthen Emotional Loyalty? (08:38) Modernizing Legacy Systems: Wrapping and Evolving (09:19) Emerging Technologies: AI Personalization, Conversational Commerce, and Data Platforms (10:26) What Keeps Customers Loyal in a World of Endless Choice? Watch on YouTube Subscribe and watch our bi-weekly episodes plus bonus clips at: https://www.youtube.com/playlist?list=PLKtuEeZWpLRwSDMrE1eiS2-8JMYzIEyWI

9. 

   5 Mar 2026

   AI That Works: What Organizations Need First

   In this episode of Let’s Talk Business Transformation,Jeff Garwood (https://www.linkedin.com/in/jeffreygarwood/) exploreshow organizations are moving beyond isolated AI models and early experimentstoward foundational AI platforms built for governance, scalability, and realoperational impact. In this episode, we discuss: • The difference between real-time data and truly actionable data • Where AI is already creating measurable impact across sales, service, and commerce • How organizations balance speed to value with risk and compliance • What it actually means to become “AI-ready” Takeaways AI is a continuous journey, not a destination. Organizations need to bridge the ambition gap in AI. Foundational data architecture is crucial for AI success. AI should be integrated into everyday business processes. Immediate AI applications can enhance operational efficiencies. Real-time data is essential for timely decision-making. Change management is key to successful AI adoption. Not all AI projects carry the same risk; stratify accordingly. Service providers play a vital role in AI evolution. Start your AI journey by assessing corporate readiness. Chapters (00:34) The Year of AI: Trends and Expectations (02:34) Bridging Ambition and Reality in AI Implementation (06:41) Foundational Data: The Backbone of AI Success (10:17) Integrating AI into Business Processes (12:29) Immediate AI Impact Across Business Functions (15:31) The Role of Real-Time Data in AI (17:36) Driving Change: Adoption Strategies for AI (20:30) Balancing Speed and Risk in AI Deployment (22:35) Understanding AI-Ready Architecture (26:07) The Role of Service Providers in AI Evolution (28:16) Starting Your AI Journey: Key Advice Watch on YouTube Subscribe and watch our bi-weekly episodes plus bonus clips at: https://www.youtube.com/playlist?list=PLKtuEeZWpLRwSDMrE1eiS2-8JMYzIEyWI

10. 

    13 Feb 2026

    B2C Commerce in 2026: What’s Changing and How Brands Can Keep Up

    What’s blocking real B2C transformation? Spoiler: it’s rarely the technology. In this episode of Let’s Talk Business Transformation, we’re joined by Justine Le Corre (https://www.linkedin.com/in/justine-le-corre-1a60433b/), Lead - Advisory and Change at OSF Digital, to unpack what’s really holding B2C brands back and what actually drives long-term value. You’ll hear: • Why treating digital as “just another channel” still holds brands back • How misaligned teams slow down transformation • How AI is reshaping customer expectations • And what really drives long-term customer value Takeaways Many large B2C brands treat digital as an add-on. Customer lifetime value is more important than conversion rates. Consumers today are sensitive to effort and trust. Customer service is crucial for building trust. B2C commerce is shifting to relationship-based models. Transformation should be viewed as a business evolution. Short-term wins must align with long-term goals. Choosing a business model depends on brand positioning. A unified customer experience requires a 360-degree view. Technology should be an accelerator, not the starting point. Chapters (00:49) The Digital Strategy Mistake (02:29) Key Performance Indicators in B2C (04:47) Customer Service as a Trust Builder (05:23) Shifts in B2C Commerce (06:20) Transformational Barriers in B2C (09:14) Choosing the Right Business Model (10:50) Creating a Unified Customer Experience (12:06) The Next Frontier in B2C Commerce Watch on YouTube Subscribe and watch our bi-weekly episodes plus bonus clips at: https://www.youtube.com/playlist?list=PLKtuEeZWpLRwSDMrE1eiS2-8JMYzIEyWI

11. 

    30 Jan 2026

    Making AI Work: Strategies for Executives and Enterprises

    In this episode of Let’s Talk Business Transformation, we’rejoined by Gerry Szatvanyi (https://www.linkedin.com/in/gerardszatvanyi/), Chief AI Officer, to explore what it really takes to make AI work at scale in enterprise organizations. This conversation is a must-listen for business leaders lookingfor a practical, real-world perspective on AI adoption at scale. Takeaways AI is both a growth engine and a risk amplifier. Companies delaying AI adoption risk going bankrupt. AI allows for rethinking and transforming business processes. Investment in AI should be guided by clear ROI expectations. Alignment across all levels of the organization is crucial for AI success. Direct benefits from AI initiatives must be measurable. Workshops can help identify areas for AI disruption. Quick wins in AI can drive broader organizational adoption. Chapters (00:30) Introduction to AI and Digital Transformation (01:02) The Dual Role of AI: Growth vs. Risk (02:36) AI's Impact on Business Processes (04:19) Investment Strategies for AI Adoption (06:21) Evaluating ROI in AI Initiatives (07:28) Critical Shifts for Successful AI Adoption (09:48) The Future of Work with AI (11:05) Action Steps for CEOs on AI Adoption Watch on YouTube Subscribe and watch our bi-weekly episodes plus bonus clips at: https://www.youtube.com/playlist?list=PLKtuEeZWpLRwSDMrE1eiS2-8JMYzIEyWI

12. 

    15 Jan 2026

    How Managed Services Become Your Growth Engine

    Managed services shouldn’t slow you down. They should push you forward. In this episode of Let’s Talk Business Transformation, Chelsea Carey (https://www.linkedin.com/in/chelsea-carey/) breaks down how managed services can actually fuel growth, driving faster releases, smarter roadmaps, and real commerce impact after go-live. If your backlog feels heavy and progress feels slow, this is the conversation you want to hear. Takeaways Managed services should drive growth, not just support. A strategic approach is essential for e-commerce success. Continuous optimization is crucial after implementation. Agility and flexibility are key in a dynamic environment. Site performance directly affects customer experience and revenue. Innovation in processes can enhance service delivery. Collaboration and governance structures are vital for success. No two clients are the same; customization is necessary. Unified teams lead to better outcomes and faster progress. Future trends will focus on AI and predictive analytics. Chapters (00:31) Navigating the Managed Services Landscape (02:30) The Evolution of Managed Services (03:39) Continuous Optimization Post-Implementation (07:49) Turning Strategy into Results: A Customer Success Story (10:06) Agility and Speed in E-Commerce (11:34) Driving Innovation in Managed Services (14:52) Lessons Learned and Future Trends Watch on YouTube Subscribe and watch our bi-weekly episodes plus bonus clips at: https://www.youtube.com/playlist?list=PLKtuEeZWpLRwSDMrE1eiS2-8JMYzIEyWI

13. 

    19 Dec 2025

    The Future of Customer Service with AI and Data

    Customers don’t compare your service to competitors. They compare it to the best experience they’ve ever had. In our latest episode of Let’s Talk Business Transformation, Andrea G. (https://www.linkedin.com/in/andrea-g-b4a78960/) explains why modern customer service is about anticipation, trust, and relationship-building, not just resolving cases. We explore how data, automation, and human empathy come together to shape experiences customers actually remember.

14. 

    5 Dec 2025

    Data, Tech, and Trends Shaping the Future of Retail

    Black Friday is no longer a single date on the calendar. It has grown into a full season, and it reflects how customers actually shop. In this episode, Oana Dereli (https://www.linkedin.com/in/oanadereli/), AVP of Retail at OSF Digital, walks through what has changed in retail over the last few years and why these shifts matter for the year ahead. We talk about: ✔️ The evolution of Black Friday ✔️ The value of mobile apps ✔️ What intent-based personalization looks like ✔️ AI and how it is changing the way people discover products Listen the full episode for the complete conversation.

15. 

    5 Dec 2025

    The Strategic Power of Managed Services in Marketing Cloud

    How do you move from “we implemented Marketing Cloud” to “we’re getting real ROI from it”? In this episode of Let’s Talk Business Transformation, Janina Manthey (https://www.linkedin.com/in/janinamanthey/), Strategy Consulting Director at OSF Digital, shares how organizations can unlock more value from Marketing Cloud through strategic guidance, change management, and the smart use of AI and Agentforce. Tune in to understand how managed services drive sustainable

16. 

    5 Dec 2025

    Why Digital Transformation Fails Without Data Literacy (& How to Fix It)

    Data alone doesn’t transform a business — people who understand and trust it do. In this episode of the OSF Digital’s Let’s Talk Business Transformation podcast, Andrea G. (https://www.linkedin.com/in/andrea-g-b4a78960/) shares why data literacy is the real foundation of digital transformation. From overcoming cultural barriers to empowering every employee to act on insights, Andrea explains how data can unite, not divide, organizations. Listen to the full episode

17. 

    2 Dec 2025

    Making AI Work for Business Leaders

    AI isn’t a magic bullet In Episode 1 of OSF Digital (https://www.linkedin.com/company/osf-digital/)’s new podcast series Let’s Talk Business Transformation, Rob Smith (https://www.linkedin.com/in/robdsmith/) explains why real business outcomes depend on data, integration, and fixing broken processes — not just adding another tool. In this episode: ✔️ From chatbots to reasoning agents: the big shift ✔️ Why patching processes won’t deliver outcomes ✔️ The hybrid workforce of humans and AI agents ✔️ What’s next for Agentforce and voice technology

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