Make It Real Transistor (https://transistor.fm) https://feeds.transistor.fm/make-it-real Artificial intelligence is changing the way real work gets done. But big ideas don’t drive change. People do. The ones who roll up their sleeves, modernize data, and bring AI to life where it matters most. In the workflow. This is for them. For you. The visionaries. The innovators. The leaders turning potential into performance and pushing their organizations forward. Everyone’s talking about the promise of AI and what it can do. On this show, we’re talking about making it real. Learn from the experts who are driving it forward and walk away with everything you need to bring AI to life in your organization. © 2026 EXL 6912f3ca-8d21-5207-82db-210c2b667195 no This is Make It Real en Wed, 20 May 2026 14:01:52 -0400 Wed, 20 May 2026 14:02:35 -0400 https://www.exlservice.com/ https://img.transistorcdn.com/uEj_LwdgRostbs7gAPvUdJhzXdYgfg3_m1-WlstmM_g/rs:fill:0:0:1/w:1400/h:1400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS8zODBj/NDFlYTA2NWMyYmQ5/NWFiZDQ4MzllYjQ4/ODMyYS5qcGc.jpg Make It Real https://www.exlservice.com/ episodic EXL Artificial intelligence is changing the way real work gets done. But big ideas don’t drive change. People do. The ones who roll up their sleeves, modernize data, and bring AI to life where it matters most. In the workflow. This is for them. For you. The visionaries. The innovators. The leaders turning potential into performance and pushing their organizations forward. Everyone’s talking about the promise of AI and what it can do. On this show, we’re talking about making it real. Learn from the experts who are driving it forward and walk away with everything you need to bring AI to life in your organization. Artificial intelligence is changing the way real work gets done. enterprise data, AI-ready, AI, AI workflows, enterprise EXL podcast@shareyourgenius.com No No How AI Can Solve Problems Without Replacing Systems with Tim Rafton | IAG 5 5 How AI Can Solve Problems Without Replacing Systems with Tim Rafton | IAG full 2acdff00-e525-4a8c-9a90-ff29d5e360ff https://share.transistor.fm/s/8745d701 Why do AI programs stall before they scale?


In this episode, Shirley Macbeth sits down with Tim Rafton, Executive General Manager at IAG, to break down how AI is changing the pace of transformation in insurance. With decades of legacy systems and complex processes, Tim shares how his team is finding faster paths to value without waiting for a full platform overhaul.


You will hear how AI handles unstructured data, where to start for early wins, and what it takes to move from experimentation to real workflow impact.


Key takeaways:

  • Start with real workflow pain points to drive early AI adoption
  • Use AI to unlock value from unstructured data without waiting for full transformation
  • Reimagine processes before applying automation or autonomous agents


Highlights:
(00:00) Introducing Tim Rafton

(01:51) The real challenge of AI adoption in legacy industries

(03:31) Where to start with AI inside your organization

(05:00) Turning scattered documents into an AI-powered knowledge system

(06:16) Why fixing the process comes before applying AI

(07:30) Introducing autonomous agents into claims workflows

(10:30) Using AI to structure unstructured data and improve decisions

(12:22) Smarter triage and routing for better customer outcomes

(13:15) Getting executive alignment for AI transformation

(14:00) Why aiming for 100 percent automation changes everything

(15:30) Moving from slow releases to rapid AI iteration

(17:30) Driving adoption by solving real employee problems


Resources:

Tim’s LinkedIn: https://www.linkedin.com/in/timothy-rafton-62927749/?originalSubdomain=au

IAG website: https://www.iag.com.au/

IAG LinkedIn: https://www.linkedin.com/company/iag/

Shirley’s LinkedIn: https://www.linkedin.com/in/shirleymacbeth/

]]> Why do AI programs stall before they scale?


In this episode, Shirley Macbeth sits down with Tim Rafton, Executive General Manager at IAG, to break down how AI is changing the pace of transformation in insurance. With decades of legacy systems and complex processes, Tim shares how his team is finding faster paths to value without waiting for a full platform overhaul.


You will hear how AI handles unstructured data, where to start for early wins, and what it takes to move from experimentation to real workflow impact.


Key takeaways:

  • Start with real workflow pain points to drive early AI adoption
  • Use AI to unlock value from unstructured data without waiting for full transformation
  • Reimagine processes before applying automation or autonomous agents


Highlights:
(00:00) Introducing Tim Rafton

(01:51) The real challenge of AI adoption in legacy industries

(03:31) Where to start with AI inside your organization

(05:00) Turning scattered documents into an AI-powered knowledge system

(06:16) Why fixing the process comes before applying AI

(07:30) Introducing autonomous agents into claims workflows

(10:30) Using AI to structure unstructured data and improve decisions

(12:22) Smarter triage and routing for better customer outcomes

(13:15) Getting executive alignment for AI transformation

(14:00) Why aiming for 100 percent automation changes everything

(15:30) Moving from slow releases to rapid AI iteration

(17:30) Driving adoption by solving real employee problems


Resources:

Tim’s LinkedIn: https://www.linkedin.com/in/timothy-rafton-62927749/?originalSubdomain=au

IAG website: https://www.iag.com.au/

IAG LinkedIn: https://www.linkedin.com/company/iag/

Shirley’s LinkedIn: https://www.linkedin.com/in/shirleymacbeth/

]]> Thu, 14 May 2026 05:00:00 -0400 EXL EXL 1344 Why do AI programs stall before they scale?


In this episode, Shirley Macbeth sits down with Tim Rafton, Executive General Manager at IAG, to break down how AI is changing the pace of transformation in insurance. With decades of legacy systems and complex processes, Tim shares how his team is finding faster paths to value without waiting for a full platform overhaul.


You will hear how AI handles unstructured data, where to start for early wins, and what it takes to move from experimentation to real workflow impact.


Key takeaways:

  • Start with real workflow pain points to drive early AI adoption
  • Use AI to unlock value from unstructured data without waiting for full transformation
  • Reimagine processes before applying automation or autonomous agents


Highlights:
(00:00) Introducing Tim Rafton

(01:51) The real challenge of AI adoption in legacy industries

(03:31) Where to start with AI inside your organization

(05:00) Turning scattered documents into an AI-powered knowledge system

(06:16) Why fixing the process comes before applying AI

(07:30) Introducing autonomous agents into claims workflows

(10:30) Using AI to structure unstructured data and improve decisions

(12:22) Smarter triage and routing for better customer outcomes

(13:15) Getting executive alignment for AI transformation

(14:00) Why aiming for 100 percent automation changes everything

(15:30) Moving from slow releases to rapid AI iteration

(17:30) Driving adoption by solving real employee problems


Resources:

Tim’s LinkedIn: https://www.linkedin.com/in/timothy-rafton-62927749/?originalSubdomain=au

IAG website: https://www.iag.com.au/

IAG LinkedIn: https://www.linkedin.com/company/iag/

Shirley’s LinkedIn: https://www.linkedin.com/in/shirleymacbeth/

]]> enterprise data, AI-ready, AI, AI workflows, enterprise No New Possibilities in the Age of Agentic AI with Samrah Khan | Google 4 4 New Possibilities in the Age of Agentic AI with Samrah Khan | Google full 3ae0a1f2-f635-47b8-8cc3-53d379192aaa https://share.transistor.fm/s/76210f89 Agentic AI is more powerful than ever. How can organizations keep up with the latest developments to unlock the real potential of AI today? 

In this episode of Make It Real, Shirley Macbeth talks to Samrah Khan, Head of North America Solution Services Partnerships at Google, about the rise of agentic AI. Samrah discusses the significance of the newest shifts in AI technology and how it is improving workflows in industries such as finance and healthcare. She unpacks the pivot to the “human on the loop”, what AI agents need to run efficiently in an organization’s system, and why AI adoption doesn’t just mean a shift in tech but in company culture.


Key takeaways:

  • The new role of humans in AI-powered systems
  • Why data health is the key to successful AI adoption
  • How organizations can help employees overcome AI apprehension


Highlights:
(00:00) Introducing Samrah Khan
(04:50) The latest developments in agentic AI
(06:18) From “human in the loop” to “human on the loop”
(10:57) The hurdle keeping organizations from successfully adopting AI
(13:54) How agentic AI is making an impact in financial services

(16:52) The impact of AI on healthcare CX

(21:08) Why change management is a crucial part of AI adoption


Resources:

Samrah’s LinkedIn: https://www.linkedin.com/in/samrahk/

Google LinkedIn: https://www.linkedin.com/company/google/

Shirley’s LinkedIn: https://www.linkedin.com/in/shirleymacbeth/

]]> Agentic AI is more powerful than ever. How can organizations keep up with the latest developments to unlock the real potential of AI today? 

In this episode of Make It Real, Shirley Macbeth talks to Samrah Khan, Head of North America Solution Services Partnerships at Google, about the rise of agentic AI. Samrah discusses the significance of the newest shifts in AI technology and how it is improving workflows in industries such as finance and healthcare. She unpacks the pivot to the “human on the loop”, what AI agents need to run efficiently in an organization’s system, and why AI adoption doesn’t just mean a shift in tech but in company culture.


Key takeaways:

  • The new role of humans in AI-powered systems
  • Why data health is the key to successful AI adoption
  • How organizations can help employees overcome AI apprehension


Highlights:
(00:00) Introducing Samrah Khan
(04:50) The latest developments in agentic AI
(06:18) From “human in the loop” to “human on the loop”
(10:57) The hurdle keeping organizations from successfully adopting AI
(13:54) How agentic AI is making an impact in financial services

(16:52) The impact of AI on healthcare CX

(21:08) Why change management is a crucial part of AI adoption


Resources:

Samrah’s LinkedIn: https://www.linkedin.com/in/samrahk/

Google LinkedIn: https://www.linkedin.com/company/google/

Shirley’s LinkedIn: https://www.linkedin.com/in/shirleymacbeth/

]]> Thu, 09 Apr 2026 05:00:00 -0400 EXL EXL 1517 Agentic AI is more powerful than ever. How can organizations keep up with the latest developments to unlock the real potential of AI today? 

In this episode of Make It Real, Shirley Macbeth talks to Samrah Khan, Head of North America Solution Services Partnerships at Google, about the rise of agentic AI. Samrah discusses the significance of the newest shifts in AI technology and how it is improving workflows in industries such as finance and healthcare. She unpacks the pivot to the “human on the loop”, what AI agents need to run efficiently in an organization’s system, and why AI adoption doesn’t just mean a shift in tech but in company culture.


Key takeaways:

  • The new role of humans in AI-powered systems
  • Why data health is the key to successful AI adoption
  • How organizations can help employees overcome AI apprehension


Highlights:
(00:00) Introducing Samrah Khan
(04:50) The latest developments in agentic AI
(06:18) From “human in the loop” to “human on the loop”
(10:57) The hurdle keeping organizations from successfully adopting AI
(13:54) How agentic AI is making an impact in financial services

(16:52) The impact of AI on healthcare CX

(21:08) Why change management is a crucial part of AI adoption


Resources:

Samrah’s LinkedIn: https://www.linkedin.com/in/samrahk/

Google LinkedIn: https://www.linkedin.com/company/google/

Shirley’s LinkedIn: https://www.linkedin.com/in/shirleymacbeth/

]]> enterprise data, AI-ready, AI, AI workflows, enterprise No How AI simplifies complex systems with David Anderson 3 3 How AI simplifies complex systems with David Anderson full 01cc9ea7-2d6f-489d-9af9-b11bb10c7014 https://share.transistor.fm/s/b8943a5a A conservative mindset may be keeping an organization from fully realizing the benefits of AI. With clear goals and alignment, businesses can take the first step towards embedding AI in the workflow.

In this episode of Make It Real, Shirley Macbeth chats with David Anderson, Sr. Director for Operations & Vendor Management at CNO, to talk about making the shift from AI apprehension to adoption. David shares the journey of integrating AI into CNO’s customer service operations and what had to happen internally to unlock the benefits of automation. He breaks down the importance of change management and well-defined human roles as an organization learns to embrace AI.


Key takeaways:

  • How AI can improve the customer experience
  • The role of the end user in shifting to automated processes
  • How to push for change management and avoid change fatigue


Highlights:
(00:00) Introducing David Anderson
(02:36) The benefits of bringing AI into complex systems
(03:28) An opportunity to organize unstructured data with AI
(06:42) Aligning on objectives and goals for AI to get leadership buy-in
(09:07) How AI can be used to improve customer experience
(10:34) Quantifying the results of AI adoption

(11:34) How AI allows human agents to focus on customer concerns

(13:41) Change management goes hand in hand with AI adoption

(17:59) Continued growth and increased capacity with AI


Resources:

David’s LinkedIn: https://www.linkedin.com/in/d2anderson/ 

CNO website: https://www.cnoinc.com/ 

CNO LinkedIn: https://www.linkedin.com/company/cno-financial-group/ 

Shirley’s LinkedIn: https://www.linkedin.com/in/shirleymacbeth/

]]> A conservative mindset may be keeping an organization from fully realizing the benefits of AI. With clear goals and alignment, businesses can take the first step towards embedding AI in the workflow.

In this episode of Make It Real, Shirley Macbeth chats with David Anderson, Sr. Director for Operations & Vendor Management at CNO, to talk about making the shift from AI apprehension to adoption. David shares the journey of integrating AI into CNO’s customer service operations and what had to happen internally to unlock the benefits of automation. He breaks down the importance of change management and well-defined human roles as an organization learns to embrace AI.


Key takeaways:

  • How AI can improve the customer experience
  • The role of the end user in shifting to automated processes
  • How to push for change management and avoid change fatigue


Highlights:
(00:00) Introducing David Anderson
(02:36) The benefits of bringing AI into complex systems
(03:28) An opportunity to organize unstructured data with AI
(06:42) Aligning on objectives and goals for AI to get leadership buy-in
(09:07) How AI can be used to improve customer experience
(10:34) Quantifying the results of AI adoption

(11:34) How AI allows human agents to focus on customer concerns

(13:41) Change management goes hand in hand with AI adoption

(17:59) Continued growth and increased capacity with AI


Resources:

David’s LinkedIn: https://www.linkedin.com/in/d2anderson/ 

CNO website: https://www.cnoinc.com/ 

CNO LinkedIn: https://www.linkedin.com/company/cno-financial-group/ 

Shirley’s LinkedIn: https://www.linkedin.com/in/shirleymacbeth/

]]> Thu, 12 Mar 2026 05:00:00 -0400 EXL EXL 1308 A conservative mindset may be keeping an organization from fully realizing the benefits of AI. With clear goals and alignment, businesses can take the first step towards embedding AI in the workflow.

In this episode of Make It Real, Shirley Macbeth chats with David Anderson, Sr. Director for Operations & Vendor Management at CNO, to talk about making the shift from AI apprehension to adoption. David shares the journey of integrating AI into CNO’s customer service operations and what had to happen internally to unlock the benefits of automation. He breaks down the importance of change management and well-defined human roles as an organization learns to embrace AI.


Key takeaways:

  • How AI can improve the customer experience
  • The role of the end user in shifting to automated processes
  • How to push for change management and avoid change fatigue


Highlights:
(00:00) Introducing David Anderson
(02:36) The benefits of bringing AI into complex systems
(03:28) An opportunity to organize unstructured data with AI
(06:42) Aligning on objectives and goals for AI to get leadership buy-in
(09:07) How AI can be used to improve customer experience
(10:34) Quantifying the results of AI adoption

(11:34) How AI allows human agents to focus on customer concerns

(13:41) Change management goes hand in hand with AI adoption

(17:59) Continued growth and increased capacity with AI


Resources:

David’s LinkedIn: https://www.linkedin.com/in/d2anderson/ 

CNO website: https://www.cnoinc.com/ 

CNO LinkedIn: https://www.linkedin.com/company/cno-financial-group/ 

Shirley’s LinkedIn: https://www.linkedin.com/in/shirleymacbeth/

]]> enterprise data, AI-ready, AI, AI workflows, enterprise No Unlocking the Real Value of AI in Business with Rohit Kapoor 2 2 Unlocking the Real Value of AI in Business with Rohit Kapoor full bfd5fe3a-4496-4f65-8095-70ec91ad8431 https://share.transistor.fm/s/480383a5 Many organizations are still struggling to bridge the gap between the promise of AI and its reality. So, how can leadership make AI work for them?

In this episode of Make It Real, Shirley Macbeth sits down with Rohit Kapoor, CEO and Chairman at EXL, to discuss AI adoption at the enterprise level. Rohit breaks down what businesses are getting wrong about deploying AI, the impact of AI on workflows, and real stories of how AI has transformed the way companies in complex industries work. He shares advice on picking the right cases for the use of AI, keeping human workers involved in AI adoption, and innovating with speed.


Key takeaways:

  • Why organizations aren’t seeing ROI from the use of AI
  • The importance of data health in making your org AI-ready
  • How AI improves customer experience


Highlights:
(00:00) Introducing Rohit Kapoor
(02:10) Why ROI in AI is still elusive for many businesses
(05:44) Finding the right use cases for AI
(07:32) The key role of data health in AI implementation
(10:31) AI success stories in insurance and utilities
(13:48) How AI helps businesses serve customers better

(15:22) Why humans still matter in an AI-powered org

(18:09) Lessons from EXL’s AI journey

(20:36) Innovating with speed


Resources:

Rohit’s LinkedIn: https://www.linkedin.com/in/rohitkapoorexl/

EXL website: https://www.exlservice.com/

Shirley’s LinkedIn: https://www.linkedin.com/in/shirleymacbeth/

]]> Many organizations are still struggling to bridge the gap between the promise of AI and its reality. So, how can leadership make AI work for them?

In this episode of Make It Real, Shirley Macbeth sits down with Rohit Kapoor, CEO and Chairman at EXL, to discuss AI adoption at the enterprise level. Rohit breaks down what businesses are getting wrong about deploying AI, the impact of AI on workflows, and real stories of how AI has transformed the way companies in complex industries work. He shares advice on picking the right cases for the use of AI, keeping human workers involved in AI adoption, and innovating with speed.


Key takeaways:

  • Why organizations aren’t seeing ROI from the use of AI
  • The importance of data health in making your org AI-ready
  • How AI improves customer experience


Highlights:
(00:00) Introducing Rohit Kapoor
(02:10) Why ROI in AI is still elusive for many businesses
(05:44) Finding the right use cases for AI
(07:32) The key role of data health in AI implementation
(10:31) AI success stories in insurance and utilities
(13:48) How AI helps businesses serve customers better

(15:22) Why humans still matter in an AI-powered org

(18:09) Lessons from EXL’s AI journey

(20:36) Innovating with speed


Resources:

Rohit’s LinkedIn: https://www.linkedin.com/in/rohitkapoorexl/

EXL website: https://www.exlservice.com/

Shirley’s LinkedIn: https://www.linkedin.com/in/shirleymacbeth/

]]> Wed, 07 Jan 2026 05:00:00 -0500 EXL EXL 1320 Many organizations are still struggling to bridge the gap between the promise of AI and its reality. So, how can leadership make AI work for them?

In this episode of Make It Real, Shirley Macbeth sits down with Rohit Kapoor, CEO and Chairman at EXL, to discuss AI adoption at the enterprise level. Rohit breaks down what businesses are getting wrong about deploying AI, the impact of AI on workflows, and real stories of how AI has transformed the way companies in complex industries work. He shares advice on picking the right cases for the use of AI, keeping human workers involved in AI adoption, and innovating with speed.


Key takeaways:

  • Why organizations aren’t seeing ROI from the use of AI
  • The importance of data health in making your org AI-ready
  • How AI improves customer experience


Highlights:
(00:00) Introducing Rohit Kapoor
(02:10) Why ROI in AI is still elusive for many businesses
(05:44) Finding the right use cases for AI
(07:32) The key role of data health in AI implementation
(10:31) AI success stories in insurance and utilities
(13:48) How AI helps businesses serve customers better

(15:22) Why humans still matter in an AI-powered org

(18:09) Lessons from EXL’s AI journey

(20:36) Innovating with speed


Resources:

Rohit’s LinkedIn: https://www.linkedin.com/in/rohitkapoorexl/

EXL website: https://www.exlservice.com/

Shirley’s LinkedIn: https://www.linkedin.com/in/shirleymacbeth/

]]> enterprise data, AI-ready, AI, AI workflows, enterprise No This is Make It Real 1 1 This is Make It Real trailer 0dc9a1d0-ef20-48d9-83ff-6801b1ccc1bb https://share.transistor.fm/s/bd78f57f How is AI changing the way your organization works?


EXL brings you Make It Real, a podcast where you’ll hear from leaders with a real, actionable approach to data and AI.


Hosted by Shirley Macbeth, Chief Marketing Officer at EXL, each episode features real stories and real results from organizations embedding AI into their workflows to drive measurable impact. From data modernization to innovative applications of AI, this show explores how today’s leaders are moving from proof of concept to performance.


Stop talking about the promise of AI and start making it real. Subscribe for new episodes every two weeks.

]]> How is AI changing the way your organization works?


EXL brings you Make It Real, a podcast where you’ll hear from leaders with a real, actionable approach to data and AI.


Hosted by Shirley Macbeth, Chief Marketing Officer at EXL, each episode features real stories and real results from organizations embedding AI into their workflows to drive measurable impact. From data modernization to innovative applications of AI, this show explores how today’s leaders are moving from proof of concept to performance.


Stop talking about the promise of AI and start making it real. Subscribe for new episodes every two weeks.

]]> Thu, 27 Nov 2025 05:00:00 -0500 EXL EXL 48 How is AI changing the way your organization works?


EXL brings you Make It Real, a podcast where you’ll hear from leaders with a real, actionable approach to data and AI.


Hosted by Shirley Macbeth, Chief Marketing Officer at EXL, each episode features real stories and real results from organizations embedding AI into their workflows to drive measurable impact. From data modernization to innovative applications of AI, this show explores how today’s leaders are moving from proof of concept to performance.


Stop talking about the promise of AI and start making it real. Subscribe for new episodes every two weeks.

]]> enterprise data, AI-ready, AI, AI workflows, enterprise No